General Connection FAQs

    What do the Indicator Lights on the DSL modem mean?

    Your DSL modem has several Indicator lights on the front, which can be used to diagnose installation and connection problems. The lights on the Wireless and standard DSL modems may be labeled differently and there are three ways to tell if your DSL modem is also a wireless modem or a standard modem.

    Power switch: Wireless modems have an On/Off switch in the back, while non-wireless modems do not.

    Modem’s model number: Wireless modem’s model number is 4011G, while standard modem’s model number is 2071. You can locate the model number just below the modem indicator lights.

    Serial number: Wireless modems have an alpha numeric serial number (i.e. the serial number contains both numbers and letters, like AB12C3). If the serial number consists of only numbers, it is not a wireless modem.

    To help you troubleshoot any modem problems check your indicator lights and follow the troubleshooting steps.

    Power Light Operating State
    OFF This indicates that the DSL modem is not getting power.Click here to troubleshoot the issue.
    Blinking green (slow) The DSL modem is undergoing POST (power-on self test). Wait for 2 minutes for the modem to finish the self test, and if still the issue persists, click here to troubleshoot.
    Solid green Power is on. This indicates that DSL modem is getting power.
    Blinking orange The DSL modem is undergoing a software upgrade. Wait for 2 minutes for the software upgrade to finish. If the light continues to blink orange, click here to troubleshoot.
    Solid red Red Power light could also indicate a faulty Power Adapter. To confirm this, you have to perform basic troubleshooting steps
    Ethernet or USB Light Operating State
    OFF The DSL modem is powered off, booting up, or not connected. If the modem is plugged in and turned on but this light is off.
    Solid green Device(s) connected via Ethernet, USB, or Wireless.
    Flickering green Data traffic is coming into or going out from the network.
    DSL or Broadband Light Operating State
    OFF The DSL modem is turned off. If the modem is turned on and booting up, the light should come on after 2 minutes.
    Blinking green (slow) The DSL modem is attempting to establish a connection to your broadband service(s).
    Blinking green (fast) The DSL modem has been unable to connect to the DSL signal for more than three minutes.
    Solid green The DSL modem is fully connected to your broadband service(s).
    Internet or Service Light
    Operating State
    OFF The DSL modem is unable to detect a DSL signal, OR the modem has detected a DSL signal and is attempting to connect.
    Blinking green (fast) The DSL modem is attempting to establish a connection to your broadband service(s).
    Solid green The DSL modem cannot connect to your broadband service.
    Wireless [for Wireless modem only] Operating State
    OFF The DSL modem is powered off or booting up.
    Solid green Device(s) connected via Wireless.
    Flickering green Data traffic is coming into or going out from the network.
    Does my NetZero DSL modem support home networking?

    Yes. You can set-up a home network using your NetZero DSL modem.

    Some NetZero DSL modems have a wireless router built-in. If your DSL modem has a power switch in the back, and has a Wireless indicator light, then it also has a wireless router.

    If your modem doesn’t have a built-in wireless router, you’ll need to buy a router or hub before you set up your network. You can purchase these at most electronics or computer stores. Please note that NetZero DSL does not support third-party networking equipment.

    Can I use VPN with my NetZero DSL connection?

    Yes. Your NetZero DSL allows you to initiate outbound VPN (Virtual Private Network) connections using most commonly available VPN software. Please consult your VPN administrator for any special settings that might be required.

    Can I access my home computer when I am at work?

    Yes. Your NetZero DSL modem allows you to connect to your home computer from a remote location via a Remote Access feature. To configure your Remote Access:

    1. Open a web browser and go to gateway.2wire.net.
    2. Click on the Remote Access icon.
    3. Click on the Remote Access Settings link.
    4. In this window you have the ability to:
    –Enable Remote Access

    –Choose a password to use to connect remotely to your home computer.

    –Set the number of unsuccessful connection attempts before blocking all remote access (security feature)

    Will I have to download and install new versions of firmware for my DSL modem?

    No. You do not need to download and install new versions of NetZero DSL firmware. Firmware updates are normally done automatically. To manually check for any firmware upgrades for your DSL modem, follow these steps:

    1. Open a web browser and go to gateway.2wire.net.
    2. Click on the Upgrade the System icon.
    3. You will be given a list of any available upgrades, which can installed automatically.

    How do I connect my computer to the wireless network?

    1. Right click on the wireless network icon in your systray or click the Windows Start button, select Control Panel, click on Network and Internet, then click on Connect to a network in the Network and Sharing Center section.
    2. Click on your network name in the list then click Continue.
    3. Type the encryption key (if any), then click Connect.

    How can I add another computer to my wireless network?

    You can set up a wireless connection only if you have a wireless modem.

    1. Turn on the wireless button on your computer.
    2. number (or, if you’ve named your network, search for the name).
    3. Choose WPA.
    4. Enter the WIFI key (found on the bottom of your modem) and wait for the laptop to connect to the wireless network.

    How to connect my Wii device wirelessly?

    Connect your Wii device to a wireless network to play against online gamers around the world or locally. Using the Wii and your wireless network, you can also browse the Internet, share pictures, chat with friends, or read e-mail. All you need to get started is a wireless access point.

    1. Turn off all your network equipment (like modem), as well as the Wii. Leave all equipment off for a couple of minutes.
    2. Turn on your modem. Make sure that your wireless router is connected to the Internet and broadcasting a signal. Use a PC to ensure that all router settings are complete before turning on the Wii.
    3. Select Wii Options on the Wii’s Main Menu to see Wii System Settings menu.
    4. Select Wii Settings and then select Internet. The Internet option is on the second page of the menu.
    5. Select Connections Settings. Select Connection 1.
    If Connection 1 has already been configured, choose the first empty connection slot.
    6. Choose Wireless Connection and then Search for an Access Point.
    If your router uses AOSS technology you’ll need to select the AOSS option and enter the settings manually.
    7. Select your SSID from the available access points.
    If you’re not sure what your SSID is, ask the person who set up your router.
    8. Enter any necessary security key. And click OK.
    If your network doesn’t require a password, skip to Step 10.
    If you’re not sure what the security key is, ask the person who set up the network initially.

    9. Enter your password again to confirm and click OK.
    Once the settings are stored, you’ll see the Connection 1 menu again.
    10. Choose Connection test.
    Your Wii will attempt to connect to the Internet. When the Internet connection is established, the Wii will ask whether you want to update your system.
    11. Choose whether to run a Wii system update.
    Regardless of whether you run the update or not your Wii is now connected to the wireless network.
    Please note: These instructions are meant to be general guidelines for setting up a Wii to a wireless network. You should always follow the vendor’s instructions for installing, configuring, and maintaining your wireless network.

    How to connect my Xbox 360 wirelessly?

    You can set up a wireless connection only if you have a wireless modem and there are three different ways to determine if your DSL modem is also a wireless modem or a standard modem.

    Power switch: Wireless modems have an On/Off switch in the back, while non-wireless modems do not.

    Modem’s model number: Wireless modem’s model number is 4011G, while standard modem’s model number is 2071. You can locate the model number just below the modem indicator lights.

    Serial number: Wireless modems have an alpha numeric serial number (i.e. the serial number contains both numbers and letters, like AB12C3). If the serial number consists of only numbers, it is not a wireless modem.

    To connect 360 wirelessly:

    1. Scan for wireless network with the name 2wire on it and the last 3 numbers should match the last 3 digits of the modem’s serial number.
    2. Select the 2wire network.
    3. Enter the wifi key when prompted for a password and try to connect to the 2wire wireless network.

    Note: You can locate the Wireless key and password (WIFI) printed at the bottom part of the gateway modem.
    If you are unable to connect

    If you are unable to connect, it means that connection requires further troubleshooting, refer to the Xbox user’s manual or contact Microsoft for more help.

    Please note: These instructions are meant to be general guidelines for setting up an Xbox to a wireless network. You should always follow the vendor’s instructions for installing, configuring, and maintaining your wireless network.

    How to connect my Playstation 3 wirelessly?

    To connect your Sony Playstation 3 to your wireless network:

    1. Turn on the Playstation 3, move to Settings, select Network Settings, and press the X button.
    2. Select Internet Connection, press the X button, and choose Enabled.
    3. Go to Internet Connection Settings and press the X button.
    4. After reading the message, select Yes and press the X button.
    5. Select Easy and press the X button.
    6. Select Wireless and press the X button.
    7. Select Scan so the Playstation 3 can search for your network, and press the X button.
    8. Choose your network from the list and press the X button.
    9. Confirm that your network is selected, and press the right directional button.
    10. Select WPA from the security settings and press the X button.
    11. Use the controller to type in your security key (found on the bottom of your modem) and press the right directional button when finished (note: the field will display eight asterixes even if your security key is more or less than eight characters long).
    12. Review the settings and press the X button when finished to activate the wireless connection.

    If you are unable to connect, it means that connection requires further troubleshooting, Please refer to the Playstation 3 user’s manual or contact Sony for more help.

    Please note: These instructions are meant to be general guidelines for setting up a Playstation 3 to a wireless network. You should always follow the vendor’s instructions for installing, configuring, and maintaining your wireless network.

    The DSL or Broadband light on my modem is blinking green fast

    If the DSL or Broadband light on your modem is blinking green fast, it means your DSL modem is unable to get a consistent DSL signal. To solve this problem:

    A: Confirm your DSL service is activated.
    If you are a new DSL member, be sure you are not trying to connect to the Internet before we have activated your DSL service. To check your service activation date, visit https://account.netzero.net/s/account, and click on the Track the status of your DSL order link.

    B: Check your DSL modem connections.
    A loose connection on your DSL modem could result in poor connectivity. Confirm that all of the cables are properly and firmly connected to both your DSL modem and your computer.

    C: Confirm that all devices are filtered.
    If you have a device plugged in to a phone jack that does not have a DSL filter, it may be interfering with the signal, resulting in poor connectivity. Check to be sure all of your phone devices have a DSL filter.

    D: Restart your DSL modem.
    Sometimes simply shutting off and re-starting your modem will reset your connection. Simply turn off the power switch (if you have a wireless modem) and unplug the DSL modem power cord, let it sit for approximately 30 seconds, then plug the power cord back and turn the power on to start it up.

    E: Reset your DSL modem.
    If restarting your DSL modem didn’t solve the problem, you may need to reset it. To do so, insert a pin, or the end of a paper clip into the Reset slot on the back of the modem to press the Reset button. Keep the Reset button pressed for at least 10 seconds.

    F: Try a different phone jack.
    The problem with your connection may be due to a faulty phone jack. Try plugging your DSL modem into a different jack.

    G: Contact Technical Support.
    If none of the troubleshooting steps resulted in solving your problems, please contact Technical Support for more assistance.

    The Internet or Service light on my modem is solid red

    If the Internet or Service light on your modem is solid red, it means your modem can not detect a DSL signal. To solve this problem:

    A: Restart your modem.
    Sometimes simply shutting off and re-starting your modem will reset your connection. Simply unplug the DSL modem power cord and, if you have a wireless modem, turn off the power. Then let it sit for approximately 30 seconds. Then plug the power cord back and turn the modem on to start it up. If your Internet or Service light turns green, you have connection.

    B: Reset your DSL modem.
    If restarting your DSL modem didn’t solve the problem, you may need to reset it. To do so, insert a pin, or the end of a paper clip into the Reset slot on the back of the modem to press the Reset button. Keep the Reset button pressed for at least 10 seconds. When your modem is reset, the Internet or Service light on your DSL modem should turn green, and you should have DSL connection.

    C: Contact Technical support.
    If restarting and resetting your modem does not solve your problem, please contact Technical Support for more assistance.

    I can’t connect to the Internet

    Trouble connecting to the Internet can be caused by a variety of factors. Please try each of these solutions to resolve your problem.

    A. Check your Connections
    Often times, problems with connecting to the Internet can be caused by a loose connection between your DSL modem and your computer or the phone jack. Check to be sure that all the cables (including all of the DSL phone filters) are connected in their proper ports, and re-connect them to be certain they are securely plugged in. Once you’ve checked and re-connected your cables, try connecting to the Internet again.

    B. Check your DSL phone filters
    Make sure you install DSL phone filters for all telephone devices (telephone, fax machines, satellite TV systems, home alarm systems, etc ) in your home. Each of these telephone devices can interfere with your DSL connection if not properly equipped with a DSL phone filter.

    C. Check your phone service
    Since your DSL service and your phone service share the same line, if there is a disruption to your phone service, it will affect your Internet connection. Check your phone to hear if there is a dial-tone, or if there is a lot of static or noise on the line. If so, your phone service may be having problems. Once your phone service is restored, try connecting to the Internet again.

    D. Check your modem Indicator Lights
    Your modem’s Indicator Lights will tell you if your modem is receiving a DSL signal and working properly. Your modem’s Power, DSL/Broadband and Ethernet or USB lights should all be shining green and steady. If either the Power or DSL/Broadband lights are not lit green, or are blinking, there may be a problem with the DSL service or your phone line.

    Another way to check your connection is to right-click on the connection center icon in the system tray and select Check Modem Connection.

    E. Restart your NetZero DSL modem and your computer

    Many times your modem will simply need to be turned off and restarted (power-cycled) in order to re-establish connection to the Internet.

    1. Shut down your computer.
    2. Turn off your DSL modem by turning off the power (for wireless modems) and unplugging the AC power cord.
    3. Wait for at least 30 seconds to one minute.
    4. Turn on your DSL modem by plugging back the AC power cord and turning the modem on, and wait for it to go through its internal setup until the Power and DSL/Broadband lights are green and steady.
    5. Turn on your computer, and try to reconnect to the Internet.

    The Ethernet or USB lights on my DSL modem is off

    If the Ethernet and USB light on your DSL modem is off, it means your modem is not properly connected.

    How do I check if my modem or Internet connection is working?

    You can use the NetZero DSL Connection Center to check if your modem or Internet connection is working properly.

    On your system tray, where your clock is normally displayed, you will notice the NetZero DSL Connection Center icon. Right-click on the Connection Center icon and select either the option to Check Modem or Check Internet.

    Error: “Broadband Link is currently not available.”

    This error message is displayed when:

    –Connection to the Internet could not be established.

    –Cables are not correctly or securely connected.

    –You may have not completed the initial setup for your NetZero DSL connection.

    –You may be connecting on or before your NetZero DSL service activation date. Please check your confirmation email, or click here to check the status of your DSL order.

    Error: “Intermittent connection issue.”

    When setting up your DSL connection, all your phone devices (phone, fax machine, answering machine, etc) must be plugged in to a DSL filter. Without the filter, noise and/or echo can affect the DSL connection making it unstable, resulting in a poor or no DSL connection.

    To resolve this problem, inspect all active phone connections to confirm that all the devices are connected to a DSL filter. Once all phone lines are properly filtered, try to connect to the Internet again.

    To learn how to properly install DSL phone filters, click here.

    Error: “No DSL connection.”

    The “No DSL connection” error occurs when the interference between voice and DSL signals are so great your DSL modem can’t establish a clean connection.

    To resolve this problem, inspect all active phone connections to confirm that all the devices are connected to a DSL filter. Once all phone lines are properly filtered, try to connect to the Internet again.

    To learn how to properly install DSL phone filters, click here.

    Error: “Excessive Sessions Warning.”

    The Excessive Sessions Warning error means your computer is attempting to open too many simultaneous Internet connections, and is typically caused because your PC has infected with the Blaster Virus (or a similar piece of malware).

    If you see this message, please use your antivirus program (be sure you have downloaded the latest virus updates and definitions) to check the PC and remove the infection.

    You may also get this message when certain third-party applications running on your PC mimic the excessive session characteristics, creating a false positive error condition. If you’ve run your antivirus program and are certain that no viruses are present on the PC, please check the box next to Do not show me excessive session warnings in the future.

    I lose my DSL connection when answering a phone call.

    If you lose your Internet connection when answering an incoming phone call, it is likely because of interference between your DSL and phone voice signals. To resolve this problem:

    –Check to be sure all of your phone devices (phone, answering machine, fax, satellite TV, etc) are correctly and securely connected to a phone jack filter.

    –Check that your DSL modem is connected to the DSL/HPNA port in its phone jack filter.

    –If all of the connections are secure, unplug your phone voice devices one at a time, and test your connection to check to see if one of the filters is faulty.

    –Service disruption is also often related to bad weather, such as extreme cold or rain.

    –Faulty phone wiring can also cause poor or inconsistent DSL service. Please contact your phone company to repair any wiring issues.

    Where can I check the settings for my DSL modem?

    You can view your NetZero DSL modem settings by following these steps.

    1. Open up a web browser and go to gateway.2wire.net
    2. Click on the Broadband Link icon.
    3. Click on Summary.

    Your NetZero DSL modem’s Web setup interface will have several sections:

    –DSL Link – Shows whether you have sync (a DSL connection) or not.

    –Internet – Shows if your Internet connection is available.

    –Incoming – Shows the download speed of your connection.

    –Outgoing – Shows the upload speed of your current connection.

    –Internet Address – Shows the IP address of your connection

    –Hardware Address – Shows the computer address that the DSL connection is using (all DSL connections must obtain a computer address)

    –Keycode – (if applicable) the key code of your DSL modem.

    I set up my NetZero DSL, but I’m not sure that I did it correctly. How do I set it up again?

    You can run the NetZero DSL setup program any time by inserting the NetZero DSL CD that came with your Broadband Installation kit. Once you insert the NetZero DSL CD the installation program will launch automatically. If not, manually start the program.

    Windows 98SE/ME/2000/XP/Vista:

    Click Start and select Run. When the window opens, type: d:\nzdslsetup.exe (if your CD or DVD drive is not D: use which ever is the correct drive designation).

    This program installs the Juno DSL Connection Center software.

    Why can’t I connect with my desktop icon?

    If you’ve installed your Connection Center software, you may experience problems in connecting to the Internet with the NetZero icon on your Desktop. Clicking on this icon will open the NetZero start page, not the connection software.

    To launch the NetZero Internet connection software:

    1. Click the Windows Start button, point to Programs / All Programs and select NetZero Internet.
    2. Click NetZero Internet.

    Note: If you have cancelled your DSL service, you will no longer be able to instantly access the NetZero start page with the Desktop icon, and will have to launch the NetZero Internet connection software.