Reference number: CH000262

Ensuring the modem is connected properly.

Issue:

Ensuring the modem is connected properly.

Cause:

A modem that is not connected properly will cause the modem to not operate properly or not work at all. This can cause the computer to generate errors or not be able to connect to the Internet or other computers. 

Solution:

It is common for modems to not be connected properly either because of improper setup, a cable becoming loose, or someone disconnecting the cable to be used elsewhere. We have listed several items to check to help ensure that the modem is properly connected.

1. Two Phone Holes - The majority of modems today have two phone holes that allow a phone connection to be connected. Connecting the modem to the improper hole will cause the modem to not work. When inspecting the back of the modem you will commonly have either text indicating what each hole is and/or a picture of a phone or modem.  Almost always the cable coming from your wall should be connected to the 'line' or 'line in' hole or the hole that does not have a picture of the phone next to it. The other hole allows the user to connect a phone to the back of the computer to also have a phone next to the computer, this can also be used to check for a dial tone.

2. Special Splitters - Some older modems may require that you connect a splitter into the modem itself. If your modem and/or computer included a splitter it is recommended that it be used in case it is required. This generally only applies to modems which have one connection on the back of the computer. If your computer modem does require a special splitter, it can only be obtained from the computer or modem manufacturer; a standard splitter will not work.

3. Type of Hole - The standard phone hole for a modem is referred to as a RJ-11 connection. Many computers today also include a network card which utilize a RJ-45 connection which is extremely similar to the RJ-11 connector, but is slightly bigger. Ensure that if you have a Network Card and Modem that you are connecting it into the correct hole. In addition, make absolutely certain that you have a modem in the computer and not just a network card. A lot of times the computer may not have a modem.

4. Analog vs. Digital - If you are unable to get your modem to work, verify that the line you are connecting to is an analog connection. Many locations such as hotels will have a digital phone jack. If this is the case a special connector will be required to convert digital to analog. These type of connectors can sometimes be purchased at the hotel or a local Radio Shack.