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I Can't Connect
There
are many reasons that you may not be able to connect. Check
this list before you contact support
Billing Issues - Number one on the
list is billing issues. In short, if our database can't bill
you, it disconnects you. You will see some variation of
"Invalid Password" . Please see the billing FAQ for
solutions.
More common "no connect"
causes
Dial Up Networking configuration - username
Try
putting username@e-list.net in the Username box of your
software. Of course, replace username with your actual
username :)
Dial Up Networking configuration - Password
Delete your password and re-type it
carefully. Remember it is case sensitive.
Dial Up Networking configuration - Password - part 2,
" It is saved on
my computer and I haven't changed it"
Delete your
password and re-type it carefully. Remember it is case
sensitive.
Humor us, Windows is notorious for messing up passwords every
now and then, that is why we list this solution twice.
Busy Signals- We almost never have
have actual, real busy signals.
If you do
get a busy signal please do this:
Dial
the modem number with a normal telephone.
If you hear a busy signal that seems fast, call us. This
is a telephone company problem and we will need to contact
them to fix the issue.
If you
hear a screeching noise then that is a modem, double check the
phone number in your software.
If you
hear a 'normal sounding' busy signal- Double check the
phone number in your DUN- at least 3 times a year someone
contacts support who has typed their own phone number into
the dial-up software.
If it really is a busy signal, dial again in a
bit and see if it happens again. If it does, please let us
know since we may need to provision more
circuits in your area.
Extreme Line Noise
If your phone
line gets really noisy, the modems just give up and the call
terminates. See the "Slow Connections" section of the
FAQ.
Slow Connections
Most slow
connection speeds are due to noise on your phone line between
your house and your Local Telephone Central Office (CO). When the call
reaches your CO, it becomes digital, and immune to most
slowdowns. If there is noise on your connection, it makes it
hard for the modems to ‘hear’ each other clearly. To be
understood, they slow down.
Other
things that can slow your connection are modem or operating
system problems. Here is a procedure to troubleshoot and
solve many slow connection problems:
Things to try:
-
Wiring - If you can, try plugging
your modem line directly into your "Network Interface Box".
It is usually a grey box on the outside of your house. If
you can do this and it improves your speed, the problem is
definitely in your house.
If you think the
problem is in your house:
-
Unplug everything that plugs into a phone line
except your modem. Try connecting. If that solves the
problem, you may have a device which is malfunctioning and
putting noise on your line. Either fix it or replace
it, or just make sure that it is unplugged when you
connect to the internet.
-
Try
plugging your modem into a different jack- If it improves
things, you may have a poorly wired extension. Call a
qualified technician to rewire your line.
-
Modem
firmware- do you have the latest firmware for your modem?
If not, visit your modem manufacturer's website and
download and install the latest version.
-
Operating system - Do you have the latest drivers
and dial-up-networking software for your computer? Check
you operating system's website to check. If you have
Windows 95 or 98 try our connection manager wizard
available on the main support section download page. It contains
the latest Microsoft DUN software.
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WinXP
user? Try disabling LCP in your dial-up software. This can solve the
problem.
If the problem is not in your house-
-
Modem
firmware- do you have the latest firmware for your modem?
If not, visit your modem manufacturer's website and
download and install the latest version.
-
Call
the Telco- You might need to call your telephone company
and have them send out a repair technician. Some Telco's
are good about this, others aren't. Your mileage may
vary.
Other potential
problems
-
Weather- Wind and rain can mess up
your phone line pretty good. If you notice that your
connection is slow because of weather-call your phone
company! They should be able to fix this.
-
RF – Your modem cord can act just
like an antenna and pick up stray Radio Frequency
interference- basically static. Electric motors, Fluorescent
lights, cordless phones are big culprits. Other problems can
occur if you live near Radio users- Hospitals, fire and
police stations, even marinas can mess up your call with
stray radio noise. You might try getting a RF Choke for $5 at Radio Shack and see if that helps.
Last resort-
Disable
the entire 56k portion of your modem and dial back to 33.6.
Believe it or not, this can actually radically improve your
performance. If your modem is not handling the 56K V.90 or
V.92 Protocols correctly, they can really slow things down.
Check your modem manufacturer's website for
details.
Some really good modem
links:
ModemHelp.org
ModemSite.com
Final Note
Technical
Support really can't help you with
your specific modem issues. It is almost impossible to talk
you through it on the phone, and it is not possible for us to
know about every modem model ever made . If you are squeamish, try the easy
stuff, and call in a pro for the parts that you can't
handle.
Frequent Disconnects
We are set up with a longer than usual "idle time". If you are
suffering from frequent disconnections, it is likely something
that you can fix.
There are several things to check...
Software
Configurations
Windows
does some funny things. Here's a good
one:
Internet Options - From Internet
Explorer
Click - Tools >>
Internet Options
Click the 'Connections
tab'
You will see 3 options below the network and VPN
settings box.
never
dial a connection
dial when ever a network connection is
not present
always dial my default
connection
It seems
reasonable that you would check..always dial my
default connection.....WRONG!
With that box
checked, Windows try's to dial anytime you open an Internet
program, Explorer, Outlook, etc.
If you are online--It
hangs you up! Then it gets confused and does not
re-dial.
The proper
choice- Either of the other two
Microsoft Outlook - most
versions-
From
Tools>>Options there are a few gotchas -- They are in
different places in different versions so you will need to
look around-
'Hang up after sending or receiving'
default is YES in many versions-- this won't work. Uncheck
that box.
'
Check for mail every XX minutes' -
If you often
get disconnected after XX minutes, look for this and see if
"automatically dial is checked" Usually it is. Same problem as
above.
More common disconnect
causes
Someone picks up
extension
If your modem shares a line with a
phone, and someone lifts the receiver you will be
disconnected.
(Kids often
learn this and find it funny...punish them.)
Call Waiting
If you have Call
Waiting on your line you can be disconnected when someone
calls your line. Look in your Phone book, and find the code to
disable Call Waiting for that call. Often it is *70. Enter the
code in your DUN before the phone number.
Call Waiting 2 -Improperly configured V.92
modem
If you have a V.92 modem and want to use the
"Internet on Hold" feature you must leave Call Waiting turned
on. If your modem is not configured right, incoming calls can
once again, knock you off line.
Extreme Line Noise
If your phone
line gets really noisy, the modems just give up and the call
terminates. See the "Slow Connections" section of the
FAQ.
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