MacBook - Problems with Your Internet Connection

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Problems with Your Internet Connection

Your MacBook has the Setup Assistant application to help walk you through setting up

an Internet connection. Open System Preferences and click Network. Click the “Assist

me” button to open Network Setup Assistant.

If you have trouble with your Internet connection, you can try the steps in this section

starting with Network Diagnostics.

To use Network Diagnostics:


Choose Apple () > System Preferences.


Click Network and then click “Assist me.”


Click Diagnostics to open Network Diagnostics.


Follow the onscreen instructions.

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Chapter 4

Problem, Meet Solution

If Network Diagnostics can’t resolve the problem, there may be a problem with the

Internet service provider (ISP) you are trying to connect to, with an external device you

are using to connect to your ISP, or with the server you are trying to access. You can try

the following steps.

Cable Modem, DSL, and LAN Internet Connections

Make sure all modem cables are fully plugged in. Check the modem power cord,

the cable from the modem to the computer, and the cable from the modem to the

wall jack. Also check the cables and power supplies for Ethernet hubs and routers.

Turn the modem off and on to reset the modem hardware

Turn off your DSL or cable modem for a few minutes, and then turn it back on.

Some ISPs recommend that you unplug the modem’s power cord. If your modem has a

reset button, you can press it either before or after you turn the power off and on.


Instructions that refer to modems do not apply to LAN users. LAN users

might have hubs, switches, routers, or connection pods that DSL and cable modem

users do not have. LAN users should contact their network administrator rather than

an ISP.

PPPoE Connections

If you are unable to connect to your Internet service provider using PPPoE (Point to

Point Protocol over Ethernet), make sure you have entered the correct information in

Network preferences.

To check PPPoE settings:


Choose Apple () > System Preferences.


Click Network.

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Chapter 4

Problem, Meet Solution



Click Add (+) at the bottom of the network connection services list, and choose PPPoE

from the Interface pop-up menu.


Choose an interface for the PPPoE service from the Ethernet pop-up menu. Choose

Ethernet if you are connecting to a wired network, or AirPort if you are connecting to

a wireless network.


Enter the information you received from your service provider, such as the account

name, password, and PPPoE service name (if your service provider requires it).


Click Apply to make the settings active.

Network Connections

Make sure the Ethernet cable is plugged into your MacBook and into the network.

Check the cables and power supplies to your Ethernet hubs and routers.

If you have two or more computers sharing an Internet connection, be sure that

your network is set up properly. You need to know if your ISP provides only one

IP address or if it provides multiple IP addresses, one for each computer.

If only one IP address is provided, then you must have a router capable of

sharing the connection, also known as network address translation (NAT) or

“IP masquerading.” For setup information, check the documentation provided

with your router or ask the person who set up your network. You can use an

AirPort Base Station to share one IP address among multiple computers. For

information about using an AirPort Base Station, check Mac Help or visit the

Apple AirPort website at

If you can’t resolve the issue using these steps, contact your ISP or network


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Chapter 4

Problem, Meet Solution