Internet connection woes

Q: My computer is having problems using the Internet. The cable company says the signal to my house is fine and it must be a problem on my end. How can I find out what the problem is?

A: In order to determine why your Internet connection is not working you need to start by thinking of your Internet setup as a giant puzzle. Unless each piece of the puzzle is put in exactly the right place, you won’t be able to connect to the Internet.

Now, before you begin pulling your hair out, try one simple step. Turn off both your computer and cable modem. When both are powered off, turn on the computer first and wait until it has completely finished its startup sequence. Then turn on your cable modem and wait about 30-60 seconds. Many times this will fix the problem.

But if the problem still exists, it’s time to start looking at the puzzle. Let’s start by re-examining the cable modem. Most cable modems have indicator lights on the front of them to let you know whether or not everything is working properly. Look for an indicator light, usually labeled “Cable” and make sure it is a steady green color. If the light is off or is flashing on and off, the problem most likely exists with your cable modem and/or your Internet service provider.

However, if things check out with your cable modem, it’s time to look at your computer. Check to make sure any required software from your Internet provider is still installed and running properly on your computer. In many cases, you can run a self-diagnostic from the software which may find the problem and save you from having to look into it any further.

If that doesn’t work, the next logical thing to check is the network interface card, sometimes referred to as the NIC. Most of the time, the network interface card is located on the back of your computer and has what looks like an oversize phone plug, called an Ethernet cable, plugged into it. Since most network interface cards have status indicator lights, look to make sure you have a green light next to the area where you plug in the Ethernet cable. A green light usually indicates things are ok with your network interface card.

If your network interface card is giving you the green light, you may want to purchase a spare Ethernet cable. Then unplug the existing Ethernet cable between your computer and cable modem and replace it with the spare Ethernet cable. By doing this you are ruling out a problem with a bad Ethernet cable.

Finally, if your cable modem, computer, network interface card and Ethernet cable all check out, it’s time to pick up the phone and request a service call from your cable company. The service person sent to your house should be able to run much deeper diagnoses and check for things such as equipment failure or underpowered signals.

This post was originally broadcast Friday, March 23, 2007 on Tech Talk with Noobie, a weekly radio show on WCBK 102.3 FM in Martinsville, Indiana. Tech Talk with Noobie airs every Friday between 11:30 a.m. and noon. If you have a question you would like Noobie to answer on the air, simply e-mail your question to .