I am having problems with my Broadband internet service.

Issue: 

I am having problems with my Broadband internet service.

Solution: 

Windows 95 / 98 / ME:

  1. Go to Start, then select Run.
  2. In the Open box, type "winipcfg" and click OK.
  3. In the top right of the IP Configuration window, make sure the drop down box shows your network card or USB Broadband modem. It should not read PPP Adapter.
  4. If the IP Address shows all 0's or if it starts with 169.254, click Release All. It should change to all 0's. Click Renew All.
  5. If your IP address no longer shows all 0's or doesn't start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

Windows 2000 / XP:

  1. Go to Start, then Run.
  2. In the Open box, type "command" and click OK. This will open a command prompt window.
  3. At the prompt, type "ipconfig" and press your Enter key.
  4. Look for your IP address.
  5. If it shows all 0's or if it starts with 169.254, type "ipconfig /renew" and press your Enter key.
  6. If your IP address no longer shows all 0's or doesn't start with 169.254, try connecting to the internet. If you are still having problems or you get an error when trying to renew, contact our technical support for further assistance.

If you are getting an IP address but still can't connect, try the following:

  1. Go to Start, then Run.
  2. In the Open box, type "command" and click OK. This will open a command prompt window.
  3. At the prompt, type "ping www.rainierconnect.com" and press your Enter key.
  4. If you get 4 replies, you are connected to the internet. If you are still not able to view webpages, contact our technical support for further assistance.
  5. If you get Request timed out, type "ping 69.10.192.37".
  6. If you get 4 replies when pinging 69.10.192.37 but not when you ping www.rainierconnect.com, you are connected, but there is something preventing you from doing DNS lookups. This is normally caused by firewall software. Disable or uninstall any firewall software you have. Contact our technical support if you require further assistance.

Check your configuration

  1. Your computer may have an incorrect setting. Follow these instructions to check your settings.
  2. Follow these instructions to uninstall and reinstall your network card or usb drivers. This will often fix various problems.
  3. If you still cannot connect to the internet, contact our technical support at 888-988-8508 for further assistance.
  1. Make sure your Broadband modem is connected to our system
  2. On your modem, there should be a light indicating whether the modem is synced up with our system. This light should always remain solid.
  3. If the modem is not connected. Double check the connection between the modem and the phone jack. Make sure all the connections are secure. Make sure the Broadband modem is not plugged into a filter. It should be plugged directly into the phone jack or a splitter.
  4. If the modem is plugged into a splitter, remove the splitter and plug the modem directly into the telephone jack. Power the modem off and back on. The modem should sync up within a minute or two. If the modem does sync up, reboot your computer and try connecting to the internet. If the connection works without the splitter, you may need to purchase a new splitter.
  5. Power the Broadband modem off and back on. The modem should connect within a minute or two. If the modem does establish a connection, reboot your computer and try connecting to the internet.
  6. Try a different telephone jack. You do not need to move the entire computer to a different jack, just the modem. Even when the computer is not connected to the modem, it should still show a connection. If the Broadband modem does connect on a different telephone jack, you may have a bad jack.
  7. If the modem still does not connect, there may be a hardware problem with the modem or a problem with the telephone line or Broadband circuit. Contact our technical support at

888-988-8508 for further assistance.

  • If the modem is connected Power the modem off and back on and wait for the modem to show it is connected again. Reboot your computer and try connecting to the internet. If you are using a router, power the router off and back on once the modem is connected and try connecting to the internet.
  • If you are using a router, remove the router and connect your computer directly to the modem and reboot your computer. Try connecting to the internet. If you are able to connect to the internet without your router, there may be a hardware or configuration problem with your router. Contact your router's manufacturer for assistance. If you still cannot connect after you remove the router, leave your computer directly connected to the Broadband modem for the remaining troubleshooting steps.
  • Make sure the modem sees a connection to your computer
  • On your modem, there should be a light indicating whether the modem is seeing a connection to the computer. This indicator light will vary between models and may be different depending on whether you are connected by Ethernet (network card) or USB.

    For Broadband modems rented through Rainier Connect:

    • Westell Wirespeed: Link
    • SMC7401BRA Barricade: ENET or USB (should flash with activity)
  • If you do not see the indicator light, check your ethernet / network or USB cable. Make sure there are no noticeable problems with the cable. Unplug and plug it back in to both the back of the computer and the back of the modem.

     

  • If the modem still does not show a connection to the computer, try reinstalling your network card or USB drivers. Follow these instructions.
  • Verify you are getting an IP addressAn IP (Internet Protocol) address is required for every computer to connect to the internet. To verify you are getting an IP address, do the following:
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