Having Problems Staying Connected to the Internet

If you're having trouble getting or staying connected to the Internet, there are several things you can check.

Getting Connected

• Do you have voice mail?
  If yes, is it beeping?
  
  
• 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 so that your IRQ's don't conflict.
  
  
• 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 via the surge protector into the computer. 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 for 20 minutes and restarting?
  Shutting down for 20 minutes 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 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.

• Separate the phone from the computer and listen for static, hissing, or clicking.
  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

   

After checking the above and none of these help, please call your local number or email our Customer Support for additonal help.