Having Problems With Your Connection to the Internet

Trouble Getting Connected

• Do you have voice mail?
  If yes, is it beeping?
  If your voice mail has messages in it and it is beeping, your Modem cannot tell that there is a Dial Tone. You need to clear out the New Messages on your voice mail so the beeping stops. This may fix your problem.
  
  
• Did you install or update any new software?
  If you have, it may have created a conflict. Uninstall the software and see if you can connect. If you can, get someone to help you reinstall the software.
  
  
• Have you checked your connections?
  If you're getting an error message that says "No Dial Tone, no modem detected," you definitely need to check to make sure your computer is connected to the phone jack. OR you may need to check to make sure your modem is working. They do go bad for one reason or another - such as: you've moved the computer, it had a power surge, it's old, and etc.
  
  
• Did you try shutting down totally for one to two minutes and restarting?
  Shutting down totally for a minute or 2 allows the computer to reset itself and go back to the previously saved settings. Just restarting and immediately loading back up may not do it as the settings may not reset.
  

Trouble with SLOW Connection

• Separate the phone from the computer and listen for static, hissing, or clicking.
  Plug a phone into the Telephone socket that the computer is using and listen for any of the items listed above. If any of these are present, it's the phone line and you will need to call the phone company to repair the line.
  
  
• What else do you have plugged into the phone jack?
  Very often, over time, the adapter goes bad and you need to get a new one. Unfortunately, these adapters are not made for endurance.
  
  
• Is your surge protector a new model designed for 56K modems?
  If not, you will need to invest in one that is. It's important to go from the jack to the surge protector to the computer. The surge protector protects your computer from black outs, brown outs (where the lights dim), electricity surges (where the lights get brighter), brief flickering, and from lightening strikes through the phone line. It may get fried, but your computer won't.
  
  
• Is your modem compatible with our system?
  Although we do our best to be compatible with most of the modems on the market, there are a couple that don't work well with our system. They are:
• US Robotics V.92 modem
• NetoDragon modem

Trouble Staying Connected

• In Outlook Express or Outlook

• Click on the Tools Menu
• Choose Options
• Click on the Connections Tab at the top of the dialog box
• Under the Dialup Section, make sure the "Hang up after sending & receiving" is NOT checked.
• Click Apply, then OK.
  

What causes this change?
It isn't the Wicked Witch of the West. Usually, it happens from an abrupt shut down resulting from a power failure or a computer lockup. Software installs or updates may also make this setting change

• Have you had any telephone line failures in the recent past?
  Line failures can cause surges to travel the telephone line. Modems do not do well when they are hit with surges. It can cause a modem to fail or it can cause some of the circuitry in the modem to fail.
  
  
• Do you have Surge protection on your telephone lines?
  Most members have surge protection for the electric but not all of them have surge protection for the telephone connection. Without surge protection on your modems phone line, your modem can fail or suffer from some circuitry damage that can cause it to disconnect frequently, go slower or not connect at all.
  If you have a surge protector for your telephone line, try temporarily bypassing it and going directly to the telephone wall socket. If you have a surge protector for the telephone line, it may have done it's job and protected your computer from a surge and sacrificed some of the internal circuitry, causing noise. Do not leave your computer unprotected, replace the phone line into the surge protector when your test is over. Replace the surge protector if you find the connection improves when it is not being used.
  
  
• Have you added in any new telephone equipment in the recent past?
  Some phones and answering machines can increase noise on the system, whether they are new or old.
  
  
• Does your computer share a telephone socket with another device?
  If your computer shares the telephone socket with another device like a phone, answering machine or even a satellite line, try removing the other devices from the connection. It is possible that they are causing noise in the line and can cause the computer to connect at a lower speed or not at all.
  
  
• Is the computer telephone line plugged into a 2 to 1 adapter?
  If it is, these adapters degrade over time and can cause line noise. Try removing the adapter and plugging the computer directly into the wall socket. You should also push the telephone line in and out of the socket several times. This may help remove some of the "Oxidation" from the plug and socket, improving the connection and reducing the noise.
  
  
  

No Dial Tone

• Is there a Dial Tone at the telephone socket on the wall where the computer plugs in?
  Plug in a corded telephone in the socket that the computer plugs in. If there is no Dialtone you need to check the line to see if it is damaged and get it repaired.
  
  
• If there is a dial tone at the Telephone Socket, is the phone cord ok?
  The phone cord that leads from the Telephone Socket to the computer should be checked or replaced. Find a known good cord and switch it with the existing cord. This may fix the problem.
  
  
• Do you have a Surge Protector on the phone cord?
  If you have a Surge Protector (Which you should) for the Telephone line that means that there are 2 telephone cords that you must check. Make sure to check that both phone cords are functioning properly.
  If you have a surge protector for your telephone line, try temporarily bypassing it and going directly to the telephone wall socket. If you have a surge protector for the telephone line, it may have done it's job and protected your computer from a surge and sacrificed itself. It may no longer work. Do not leave your computer unprotected, replace the phone line into the surge protector when your test is over. Replace the surge protector if you find the connection works when it is not being used.
  
  
• If your computer still gives you a "no dial tone" error after all of the above tests, your computers Modem may be damaged.
  You will need to have the modem checked out by a computer mechanic. You can find a local one in the phone book.
  
  
  
  After checking the above and none of these help, please call your local number or email our Customer Support for additonal help.