DIY Fusion Broadband Troubleshooting guide
For broadband troubleshooting, Sonic.net Technical Support generally breaks out problems into three broad categories: No Sync, Sync-no-Surf, and Performance issues. Any of the above can be either intermittent or continuous, chronic or acute.
A no-sync problem's primary symptom is that the modem indicates that it is unable to synchronize with the equipment on our end of the line. This prevents any data from crossing the circuit in either direction.
A sync-no-surf problem often looks the same to the end-user, where the modem is asyncronized with the Sonic.net equipment but no traffic is able to cross. If your computer's Internet access is as bad as having the modem turned off but the Sync light is on, you have a sync-no-surf issue. Sometimes labeled "Line" or "DSL" or "ADSL" depending on make and model. From the perspective of using your connection, the problems are identical, but from the perspective of fixing the connection, they are quite different.
A performance issue is whe modem is connected to the equipment on Sonic.net's side and traffic is able to pass through, but not in a satisfactory way. This can range from general slow speeds to high latency to packet loss or routing problems to specific hosts on the Internet.
For the purposes of this guide I will treat these separately in their own posts below so you can skip advice that has no bearing on your situation:
For broadband troubleshooting, Sonic.net Technical Support generally breaks out problems into three broad categories: No Sync, Sync-no-Surf, and Performance issues. Any of the above can be either intermittent or continuous, chronic or acute.
A no-sync problem's primary symptom is that the modem indicates that it is unable to synchronize with the equipment on our end of the line. This prevents any data from crossing the circuit in either direction.
A sync-no-surf problem often looks the same to the end-user, where the modem is asyncronized with the Sonic.net equipment but no traffic is able to cross. If your computer's Internet access is as bad as having the modem turned off but the Sync light is on, you have a sync-no-surf issue. Sometimes labeled "Line" or "DSL" or "ADSL" depending on make and model. From the perspective of using your connection, the problems are identical, but from the perspective of fixing the connection, they are quite different.
A performance issue is whe modem is connected to the equipment on Sonic.net's side and traffic is able to pass through, but not in a satisfactory way. This can range from general slow speeds to high latency to packet loss or routing problems to specific hosts on the Internet.
For the purposes of this guide I will treat these separately in their own posts below so you can skip advice that has no bearing on your situation: