There are many reasons why you
might get disconnected, ranging from crappy equipment to noisy phone lines.
Here's a check list of things
to do before you start pulling apart your computer...
Is your modem using the right
power supply? Support staff has spent hours in the past with particular modem
problems, only to find that the incorrect power supply is being used.
Is Internet Explorer set to
disconnect after 20 minutes idle time? From within your browser, click on View =>
Options => Connection. The 'disconnect if idle for more than..." setting can be
found here. If you open a connection using Internet Explorer and use another program for
20 minutes or so, Internet Explorer will consider idle time as time that Internet Explorer
is not being used. Even if you're downloading a file using Internet Explorer for longer
than 20 minutes!
Is the modem the only device
connected to your phone line? If you have a phone connected to the phone line as well,
this could be causing a problem with disconnection's too (especially if you have call
waiting).
Phone Line Problems
Do you have more than one phone in
use? One very obvious reason for a line drop out if someone in your house picks up
another phone that is on the same extension (like a double-adapter) as the modem.
Informing other family members not to pick up the phone will fix this problem.
Just because you didn't ask
for it? If you didn't ask for call waiting then it is not unreasonable to assume
that call waiting is not enabled to your phone number, or is it?. Ensure that call waiting
is disabled (even if you don't have it) whenever you use the Internet. Call Waiting may
cause your connection to your ISP to drop out if someone tries to ring while you are on
the Internet. Check your number used for connection to the Internet - Dial-up Connection
=> settings => Internet Properties => Settings => Properties and see if you
have *52 before the number. If you have *52 this sidesteps the call waiting.
Line Noise: Any line
noise is more likely to cause the modem to hang up (drop out).Try to remove all devices
such as telephones, portable phones, FAX machines and answering machines from the phone
line, except the modem. As a test, it pays to attach a phone to the line and make a voice
call; listen carefully to noise, crackles and hum - if any is audible, it will most likely
affect the modem.
Rural locations: If
you are in a rural location and can hear a "tick-tick-tick" during a voice call
(no it's not a bomb), then you or a neighbour have an electric fence problem (earth
leakage in a big way).
Party lines/Radio links:
Something that we must be aware of in rural New Zealand is good old fashion party lines
(not many left). If you are sharing your phone line with your neighbours and a neighbour
attempts to dial out while you are connected to your ISP then this will drop your Internet
session.
Faxes are a big culprit as
well. Most faxes are used to being on their very own phone line for incoming and
outgoing calls and will send a current along the line to detect if the line is in tact
(some faxes will inform you if there is no line attached). If you are connecting to your
ISP using your fax line, it is recommended that you remove your fax from the line also.
Radio towers and CB radios: Having
these nearby can cause problems, especially in the case of ''Internal modems''. External
modems are less affected by H.F. interference because they are not housed inside of a
computer case, which acts as an Antenna.
Very slow computers: If an application on your computer takes longer than
50 seconds to start up, you will find yourself disconnected. If a connection is idle,
ISP's usually send out an ''echo'' every 10 seconds which expects to get a response. If,
after 5 consecutive echo ''fails'' has occurred their system assumes that your modem is no
longer connected, and hangs up the telephone line. This mainly affects 486 or older
computers that have less than 8MB of RAM - e.g. Netscape takes forever to start up on the
machine.
Poor quality modems: Some ''El Cheapo'' modems have trouble under most
circumstances. If you have a Telecom approved modem, you have a good chance of having a
decent quality one. Modems purchased overseas do have problems in New Zealand.
Modem Problems
What's the score?
Most modems will keep a record of all of the errors they receive whilst in each session.
It's like a scoreboard. You lose points when the signal is bad and then slowly gain points
as the signal improves. Once you lose too many points the modem decides that there is no
point in continuing and it hangs up the line, game over you lose.
Line Balance: Many
dropouts are caused by line noise. Telecom can check this and adjust your line balance to
the correct level if this is required. This is a free service and you just have to ring
Telecom and request this check. The team at mynet has referred a number of clients to this
service, there is a reluctance on Telecoms' part to do this and they will inform you that
you should check your modem or take the issue up with your Internet Service Provider. BE
assertive and insist that you would like your phone line's balance checked.
Try some simple detective
work yourself: Mynet support staff employ as many troubleshooting techniques as
possible to eliminate your modem as the culprit for causing your disconnection's, however
there are a few things that you need to try yourself.
