Phone/DSL modem won't connect if routed through Data Line Surge ports

[Anonymous user]

I recently purchased a new XS 1300VA to use with my Quad Core MacPro Tower. If I plug my DSL line filter directly into the wall and run an RJ-11 line directly from it to the modem (Siemens Speedstream 4200) then I have no trouble getting a DSL connection. Likewise, if I plug a telephone into the correct port on the filter then I have a perfect dial tone. The problem arises when I attempt to set up the wiring to be surge protected through the UPS. I have tried every configuration that I can think of with regards to the placement of the line filter (upstream and downstream of the UPS), and I am still unable to establish a dial tone or DSL connection.

When I spoke with APC Tech Support, after asking for the serial number, they quickly offered to send me a brand new unit. I accepted thinking that maybe the data ports were defective. Unfortunately, I'm having the exact same problem with the new UPS. Ideally I would like to run the phone line directly from the wall to the "Line In" port on the UPS and place the filter on the "Line Out" port so I can connect my modem and a separate fax machine (which will also have a line out for the telephone) to both be protected. Has anyone heard of this problem before or have any suggestions?

Thanks,
Bill

[Anonymous user]

Kevin,
Why PM instead of posting, so rest of us can see?

Bill,
Try the most basic connection and see what happens. Don't use DSL filter. Plug phone cord from wall to UPS's protection inlet, phone directly into out port.

We'll go from there.

[TheNotoriousKMP_apc]

KVar,

The private message wasn't posted because it has to do with the troubleshooting ticket that was opened with APC Tech Support. Myself, as a member of APC's escalation team, will handle this privately, with the customer with whom the problem lies. An alternate solution is being offered to the customer, and it is on a case by case basis.

[Anonymous user]

I recently purchased a new XS 1300VA to use with my Quad Core MacPro Tower. If I plug my DSL line filter directly into the wall and run an RJ-11 line directly from it to the modem (Siemens Speedstream 4200) then I have no trouble getting a DSL connection. Likewise, if I plug a telephone into the correct port on the filter then I have a perfect dial tone. The problem arises when I attempt to set up the wiring to be surge protected through the UPS. I have tried every configuration that I can think of with regards to the placement of the line filter (upstream and downstream of the UPS), and I am still unable to establish a dial tone or DSL connection.

When I spoke with APC Tech Support, after asking for the serial number, they quickly offered to send me a brand new unit. I accepted thinking that maybe the data ports were defective. Unfortunately, I'm having the exact same problem with the new UPS. Ideally I would like to run the phone line directly from the wall to the "Line In" port on the UPS and place the filter on the "Line Out" port so I can connect my modem and a separate fax machine (which will also have a line out for the telephone) to both be protected. Has anyone heard of this problem before or have any suggestions?

Thanks,
Bill

[BillP]

Io ho LO STESSO Problema Sulle mie causa UNITA BE700G-It da 700VA ... Non C'è alcun Segnale per il modem QUANDO il Segnale ESCE dall'APC risparmio energetico Back-UPS ... per il telefono invece Rimane La Linea aperta ... cioè ritorna a Posizione (off)? ? ? Io ho acuistato QUESTE causa Unità per poermi proteggere SIA La Linea Telefono Che Dati (DSL) protetta da improvvisi sbalzi di Corrente e La Linea di Corrente d'onda Che SIA pulita!stesso problema sulle mie due unita BE700G-It da 700VA... non c'è alcun segnale per il Modem quando il segnale esce dall'APC Power-Saving Back-UPS... per il telefono invece rimane la linea aperta...cioè NON ritorna in posizione (off)!! ? ?  io ho acquistato queste due unità per potermi proteggere sia la linea Phone che Dati (DSL) protetta da improvvisi sbalzi di corrente e la linea di corrente d'onda che sia pulita!

Quale accorgimento devo Adottare per Risolvere il Problema? ..

Grazie ... in attesa di leggervi al Più presto vi saluto cordialmente.

francesco.cuscitv892@alice.it

[BillP · Accepted solution]

Si prega di contattare il supporto tecnico italiano per l'assistenza. Ecco un link alla pagina di contatto di supporto italiano. http://www.apc.com/it/it/support/contact-us/index.jsp