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August 22nd, 2005 15:00
DAMAGED MODEM?
How do I check to see if my Dell 2400 series modem is operational? I had a power surge last week and I cannot log back onto AOL. AOL's tech support had me go through a couple of steps and told me to contact my computer provider. The error message I'm getting is "Cannot find conection device". I've rebooted my computer, used the system restore, verified that the phone line is still working. I've gone into the Device Manager and verified that that the modem(Conexant Smart HSFi V.9 56K DF) is operational and enabled and the same for COM1. All I want to do is verify whether the modem is fried or not.
I've attempted to reach Dell's tech support and been routed to DELL's telephone hold system 4 times litterally for over and hour. Their customer support has cut me off TWICE when attempting to connect me to a tech support person.
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BigBrother
2 Intern
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4.8K Posts
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August 22nd, 2005 20:00
ORMOMAN,
If your problem occurred right after a power outage or lightning storm, there is an excellent chance that the modem is toast. Power surges come in through phone lines just as frequently as they do through power lines. You can do the troubleshooting yourself using Dell's OSTT and save yourself a ton of time. Check this link:
http://support.dell.com/support/topics/global.aspx/support/dsn/en/entry?c=us&cs=19&l=en&s=dhs
The OSTT will give you a "journal number" when you are done. You can use Dell Chat to speak with a Dell Techie and give him/her the journal number. Your troubleshooting can be verified using the journal number. If the modem has failed and if it is covered under warranty, the Dell Techie can arrange for you to have your modem replaced. Using the OSTT will save you a ton of time and the effort of trying to be understood by the Dell Techie on the phone.
Steve
beast194
34 Posts
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August 23rd, 2005 02:00
Message Edited by beast194 on 08-22-2005 10:43 PM