No internet, "PPPoE Server Not Found" message. Same problem with both old and new modems.

[jimmag_69]

Help please!

My internet connection with my old Westell 6100 modem was working fine, then quit all of the sudden and would not restart. The DSL and Data lights on the Westell modem were both green. The Internet light alternated between red and off.

I tried every troubleshooting thing I could think of:

• Powering down and re-starting the modem and computer.

• Resetting the modem.

• Checking all of the wire and jack connections.

• I plugged my computer ethernet cable straight into the modem, bypassing my router.

• I tried both Windows and Mac computers.

• I plugged the modem directly into the network interface on the outside of my house to bypass all of my house wiring.

• I checked all my phone jacks with a telephone tester to make sure both phone lines were working and not reverse-wired.

• I made sure I did not have a DSL filter installed on the modem line.

Verizon Tech Support did a line test and told me the line was fine but that there might be a problem with either my modem or something at the "central office" (not sure what that means). Verizon also sent me a new router as well -- a D-Link DSL-2750B.

The new D-Link router also does not connect to the internet (same problem). The DSL, Data, and Internet lights are all green on the D-Link. I have the computer directly connected to the modem with a new ethernet cable. I repeated the above troubleshooting steps. I went into the router configuration 192.168.1.1 and ran the modem's "Internet Troubleshooting" tests.

There were two error messages on the router configuration screens:

1."PPPoE Server not found" error message is shown on the summary screen.

2."No internet infrastructure present. Please call your infrastructure provider." is shown in the "internet troubleshooting" test results.

Verizon had me change some settings inside the router configuration -- no dice. Verizon ran another line test. A "Level 2 Tech" took over the call and told me that he thinks that the cause of the problem is that the outside wiring coming to my house is reverse-wired. How can this be true since my DSL worked for 2 years before this, my phone line tester indicates my phone lines are wired the right way, and my router reports "PPPoE Server Not Found?"

Verizon is sending out a repair tech to check the outside wiring but I don't think that is the problem at all.

HELP!

[smith6612 · Accepted solution]

If you're getting DSL sync (solid DSL light), this sounds like a case of a bad line card to me. I've seen it happen before where it wasn't an account or route issue to the network.

[N3CVA]

I'm having the same outage problem In Baltimore City since Tuesday. When I first called Verizon on Wednesday, the tech said outage was at the "Central" office and would be resolved within 24-48 hours.  He also said he would send a new router. Got automated phone call Friday that outage was over.  I called tech support for help installing the new D-Link router but got PPPoE Not Found and Missing Infrastructure messages. DSL light is lit but not Internet light.  Now tech says problem is that DSL signals are not getting to my house, and problem may be resolved in another 48 to 72 hours.

How extensive is the "outage"? 

Ian in Baltimore. 

[jimmag_69]

Update to original post:

Ian, turns out I'm not part of any widespread outage. Verizon has determined the problem affects only my line, and is on their side, as was suggested by the first responder.

A Verizon technician attempted a diagnostic test at my network interface box at my house yesterday, but determined that the Verizon incoming service is wired straight into my home wiring (bypassing the network interface altogether) so they were unable to disconnect my service at the interface to run their diagnostic tests.

Verizon will come out again to correct their network interface wiring, and then will do the diagnostic line test.

Thanks everyone!

[Seabreeze1957]

Been having a very similar issue since yesterday at 11:30AM; all of a sudden DSL light goes green->flashing green->red, then internet light on the DSL-2750B router goes out.  It 'cycled' through this all day yesterday.  I did all the troubleshooting you did except check the NDI box on the outside of my house.  I have static on my phone line & Verizon is coming out tomorrow to investigate.  I'll let  all know if  the line is the culprit. 

Weird since it happened so quickly.  I can get internet for about 5 minutes at a time & it drops off.  Using the Verizon Management Console, I get the "Internet Provider' no ping to internet provider error & also got the error that is the subject of this thread about 1 in 20 tries to connect.  All during this time, the lights on my router are solid green,