Is it connected to a router? Maybe your cuz has a different isp provider. Theres a difference b/w using the phoneline highspeed and cable. Just like Guy said, you have to configure it. Usually you should have some software to install once your modem is connected properly. Once windows loads, you may have to wait for your modem to prepare itself to continue - that is how mine is- I don't know y, I called up Bell and they say you just have to give it time. Hop that helped.