The following is a list of possible reasons for your computer to experience random disconnects. You should check this list before calling for support if and when you experience random disconnections. This not only will help us; but also will help you improve the reliability of your computer's Internet connections.

Reasons for disconnects:

• Your computer may be timed to drop you if you haven't sent or received any data for 15-20 minutes. Depending on your operating system, you may be able to control this by going to My Computer ->Control Panel -> Internet ->Connection -> Properties
• What about Windows95, Windows98 and older Windows systems? If you have "error free connection" checked in your dial-up networking configuration, you may have a problem when the connection is less than error free. In fact it will drop the connection like a hot potato. If you decide to change the settings, uncheck "error free connection", then make certain the you reset the modem.
• Incoming telephone phone calls can break a connection because call waiting is enabled. Disable call waiting. (Tell Windows systems to disable it in location properties. On a Macintosh computer, change the phone number you call the modem pool with *70,2327000.)
• The same problems can happen with FAX software which if loaded will interfer with DATA transmission. Using Fax software can also leave the modem in Fax mode; if a modem "reset" (AT&F and sometimes ATZ) is not done before DATA mode is used, the modem WILL dial a data line but the login scripts will either not work at all or work with anomalous results.
• There are lots of external (environmental) causes for faulty modem communications, especially (but not only) for high-speed (56K) connections. Most of these are related to the phone line itself. There are also troubleshooting instructions in the front of your phone book. More often the problem is related to the phone line between the phone jack and modem, or serial connection between modem and computer serial port. By following the reccomendations below, this should help with your data connections:
  1. Do not route the phone line within three inches of any electrical cord or extension cord, or PC CPU cord, or Printer cord, or Monitor cord, or any electrical appliance or power supply. This often means taping or stapling the phone line away from such places between jack and modem. Symptoms are random dropping of the phone line, problems with TCP/IP clients, logging in, etc. Inductance from electrical lines wreaks havoc with phone lines.
  2. When running wiring in your home, do not staple through the wires! Also, crushing wire with a staple will damage it and degrade your data services.
  3. Do not route a phone line over or near a florescent light. The ballast will interfere with modem signal.
  4. Do not route a phone line being used by a modem through answering machines. Some of the "smarter" (and cheaper) ones have been known to intercept/inject data, which of course is undesirable.
  5. Do not route a phone line underneath a carpet since people probably will walk on it, thus crushing the very fine wires therein. The same is true for running phone lines where doors will close on them, etc.
  6. Do not use old phone lines from jack to modem. Use a new phone line of the correct length, without splicing (splicers also have been known to cause loose connections, and thus problems, in some cases).
  7. For external modems, if your serial adaptors or serial cable is old, adaptor pins bent, or cable cracked, replace them. Make sure your serial connections are TIGHT. Above cabling advice also applies to serial cables.
  8. For internal modems, and for all microcomputers in general, dust buildup on internal components compromises built-in PC cooling systems. While any PC is running, fans circulate air around internal components. We recommend that after unplugging all related electrical connections, you remove the CPU cover and carefully blow dust off all computer components, including internal modem cards, at least once a year; compressed air cans (purchased where electronic components are sold) or reversible vacuum cleaners may be used this purpose. Dust free components PREVENT communications problems.
  9. Surge protectors for both computer power and phone connections are recommended.   Although power surge protecors can interfere with line connections, you may want to find a non-powered surge protector for you phone line. But we recommend that you unplug your computer and modem during electrical storms (which may do more than interfere with a dial up connection). Note that typical power strip surge protectors become less effective with each surge; after three or four major surges they may not be surge protecting at all. Most modems are quite susceptible to especially lighting surges; if your modem all of a sudden quits working after a storm, it may have been permanently damaged. One way to test this possibility is to move the modem (card) to a different computer at a different location, wiring, PC, operating system, etc and see if it works there; if not, the modem may damaged.
  10. Have you noticed that as the weather gets warmer, the modem disconnect happens more often? Try keeping the modem cool, it may solve some of the problems.
  11. When dialing with a modem through a phone with the feature "Call Waiting", if "Tone Block" is not activated (i.e.,Call Waiting is not canceled for this call) then if someone calls after such a dial-up connection has been made, it is highly likely that the data connection will be dropped. One activates tone block by prefixing the four characters "*70," to the phone number to be computer dialed; for example: *70,2327000.
  12. Phone lines between your modem and the modem pool can be disrupted by static. This includes not only the lines in your home, but those outside your home as well. If you hear static on the telephone during a conversation, it is possible the line has enough noise on it to cause disconnection. To minimize static, try the following precedures. If the problem persists, contact the Bell to investigate line noise.
      1. Disconnect other devices such as fax or answering machines from the modem phone line.
      2. Remove any phone line splitters from the modem phone line.
      3. Use a different phone cord for the modem.
      4. Connect the modem to a different phone jack.
      5. Log on again.
• A drop can occur because the receiver on an extension telephone has been picked up. Don't let anyone pick up other phone extensions while you are online. You can buy a device at Radio Shack for about $10 that will turn off an extension when another line in the house is in use. You will need one for each line you want to control in this way.
• Sometimes a program does not work well with other programs installed; this is known as a software conflict. Programs such as fax, screensaver, and anti-virus software can cause a loss of connection to the modem pool. Try turning off such software.
• Additional installed fonts or high resolution wallpaper also use system resources, which could cause drops. Try a smaller font set or wallpaper image.
• If your modem fails to negotiate error correction, the uncorrected transmission errors may make the remote site hang up on you. To avoid this possibility, it's a good idea to force error-correcting connections; that way if the negotiation of error correction fails, the modem will fail to connect, and you may be able to configure your software to retry the connection automatically. In most Windows systems, can go to Properties ->| Connection -> Advanced and check the "Required to Connect" option; otherwise, check your modem documentation for the correct option to set in your modem initialization string. Most 56K modems do this for you.
• Remember, your 56K modem can only connect at 53K (53,000) on a normal telephone line. If you are seeing speeds in the 40,000 kbs or higher range, then you're doing great.
• Good luck. Call us if you have further questions.

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