Connection Problems FAQ

 

E-List.Net prides itself on providing a fast, reliable connection to the Internet. Some users do encounter problems and they can be frustrating to correct. Please run through these list as you may find the answer to your problem right here!

Can't Connect

Slow Connection

Frequent Disconnections

 
 

 
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.

    • 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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