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Community Support

Community Support


6.7K Messages

Friday, November 7th, 2014 8:52 PM


DSL connection offline?




The following troubleshooting steps (1-6) may require disconnecting the phone/phone line/filters in order to make sure all phone devices are correctly filtered.

The first step you want to do is check cables and filters.



Phone Connections


  1. Confirm that all telephones using the DSL telephone number are connected to a DSL line filter (see illustration) and there is a strong dial tone present.
    • If you are DSL Direct (no dial tone service) you do not require any DSLfilters. Some DSL Direct customers in California have Quick Dial Tone in order to dial 911. If you have a phone device connected to the DSL Direct telephone number, you will require a filter for that device.
  2. Confirm that any TV Set top box (TiVo, DVR etc...) the DSL telephone number are connected to a DSL line filter.
  3. Confirm that any alarm systems using the DSL Telephone number is connected to a DSL line filter.
  4. Confirm that all caller ID units, fax machines, and answering machines using the DSL telephone are connected to a DSL line filter.
  5. Confirm that all dial-up modems using the DSL telephone number are connected to a DSL line filter.
  6. If any new telephone equipment has been added confirm the device is now filtered.
  7. If more than five telephone devices connected to the DSL line, remove some of the devices.
    • If removing the devices resolves the issue and you need the additional telephone devices, contact AT&T to schedule a dispatch.
  8. Confirm that one ends of telephone cable used to connect the modem are securely inserted into the DSL modem and into either the telephone jack or the Dual Line DSL filter. If necessary, unplug and reconnect the cable. 

The following troubleshooting steps may require disconnecting the phone, phone line, or DSL filters in order to isolate the DSL signal and restore a solid green DSL or Broadband light to the modem.


  1. If the DSL/Broadband light is still not solid green, plug the DSL modem directly into the telephone jack without a filter.
  2. Also try plugging the telephone cable in an alternate wall jacks.
  3. Verify that the telephone cable is in good condition (e.g., no worn insulation, no exposed wires, etc.); if available, swap out the phone cable to rule out a bad cable.


Examples of Filters:


Dual In-Line Filter:


DSL Filter1.png


Phone Filter:


DSL Filter2.png



Example Setup:


DSL Example.png



If there is still no sync after performing cable and filter check please contact the ATTCustomerCare Team. Thank you!


If you encounter any issues with your service or equipment, we recommend checking out our Troubleshoot & Resolve solutions to help diagnose the issue.


ATTJohnCS, AT&T Community Specialist

*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.

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6.7K Messages

9 years ago


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1 Message

7 years ago

I have been an unhappy dsl customer for longer than I care to admit. The only service offered is pitiful at best, and I pay for speed of 3 (fastest offered) and only get 1.7 at best. That is when it is actually working at all.
I've spent so many hours of my life (including 2 hours today) wasted on the phone with tech support going over the same old routines, only to find out EVERY TIME that the issue is outside of my home. Every time. I cannot continue paying one penny to have this unreliable, awful service and I cannot spend one more minute on the phone on hold trying to get it fixed.
Please please make this right. I need my account credited for days without service that I'm paying for. I need better internet service offered. I need you guys to be easily contacted when I need help.
I just need better customer support for an awful service. Or I need to cancel my services today.
I have no cable and am reliant on all entertainment and business through my internet, so this puts me out of contact from everything we do.
Blaaaah I hate being stuck with ATT...wish I had better options here. Service sucks, but HORRENDOUS customer support is worse somehow.
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