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 Dial-Up Support |
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This page may be helpful if you encounter frequent disconnects, very slow downloads, or it takes you a long time to log in. These problems are often related to your hardware or a physical connection problem rather than the quality of your Internet service. We have listed the most common connection problem sources, with possible solutions below.
As usual, you may feel free to contact us, 24/7 for helpful technical support.
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| Challenges |
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The following will negatively affect your Internet connection, regardless of the quality of your provider.
Line Noise: Many phone systems, especially in rural areas, suffer from static and line noise. The problem is such that it can often come and go. Everything can be fine one week and then horrible the next due to temperature changes and changes in moisture and humidity. Some areas seem to be affected more than others. We have even seen great differences in line quality between users who only live blocks away. Generally, the farther from a major city you live, the greater the difficulty.
Consider that computers are much more sensative to static and interference than the human ear. Just because you don't notice static on the phone when you use it, doesn't mean there is no interference on the line that could hinder your Internet connection.
Consider also, if you DO notice static on the line when you use the phone, your computer will undoubtedly have an extremely difficult time maintaining a viable connection.
Poor Modem Quality: In a competitive market, manufacturers have cut as many corners as possible to be able to sell computers at an attractive price. Unfortunately, modem quality is usually the first thing to be sacrificed. These lower quality modems usually work just fine when line quality is good, but have a very difficult time overcoming static and line noise.
Line Interference In Your Home Or Office: Sometimes an inline device, such as a voice phone, fax, answering machine, or even a satellite system connected with your phone lines can cause a minor fluctuation in the phone signal which might cause your connection to drop.
Incorrect Modem Software Installation: Sometimes using the wrong software drivers can negatively affect modem performance.
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| Solutions |
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Unless you wield some hefty influence with your local phone service provider, your options may be limited, but here are some steps you can take to cope with the above challenges:
Hang Up And Try Again: If your problem is intermittent and infrequent, this may be the most simple option. You may have noticed when you use the phone to call someone that you occassionally get a connection with so much static it is hard to hear. When you hang up and try again you usually get a better connection. It is no different when your modem dials into your Internet provider. If you notice a sluggish connection, it could be that your modem got a line with a lot of interference so hanging up and trying again could help.
Eliminate Possible Failure Points If you suspect another device in your home or office may be creating phone line interference, try turning off or disconnecting these devices from the phone line one at a time to see if they affect the performance of your Internet connection. If you find a device that causes interference, you may need to turn off or disconnect the device before each time you log into the Internet.
If you suspect faulty wiring in your home or office could be the source of interference, you can try running a phone cable from your computer directly into the phone box that connects your home or office to the outside phone system. This may require running a wire temporarily through a window. If you notice a difference, the wiring in the building may need repair.
Phone Company Repairs Most local phone companies do not guarantee that the quality of their lines will support Internet connections. This is understandable since many phone systems were installed before the Internet became popular and were not designed for it. However, most local phone companies do guarantee that their phone lines will provide sufficient quality for voice communications. If there is noticeable noise on your phone line when you pick up your phone to call and you have eliminated all possible interference points within your own home or office, your phone company will usually take responsibility for repairs necessary to return your phone line quality to acceptable levels.
Install The Correct Modem Software If you have a modem that requires the correct drivers to operate correctly and you are using a generic modem driver, this can adversely affect performance. Try reinstalling the modem or using a different driver to see if this helps your connection problems. If you are uncomfortable with this procedure, our support department will gladly assist you in checking your modem drivers.
Change Modem Connection Speed It sounds ironic, but sometimes lowering your modem's maximum connection speed can actually increase performance. To understand why this happens requires a brief explanation of how modems work.
By default, when a modem attempts to connect, it tries to connect at the highest speed possible. However, the relationship between connection speed and connection stability are inverted. In other words, the faster the connection, the less stable the connection is.
Upon connecting, the modem will test the stability of the connection. If the connection is not stable enough, the modem will abort the connection at the current speed and attempt to connect at a lower speed. That is what all those wierd sounds you hear from your modem are all about. The modem keeps trying to connect at lower and lower connection speeds until it hits one that meets it's stability requirements.
Unfortunately, on phone lines with static and interference, lower quality modems have a difficult time doing this. Often they will settle on a fast connection speed even though the connection is very unstable. The result is that either the connection gets dropped soon after it is established, or data is garbled as it is transferred across the connection. When data is garbled, the connection requires it to be resent. Although your modem may be transferring garbled data at a fast rate, it will appear to you that the connection is very slow because so very little good data gets through.
In this situation you can fix the problem by manually forcing the modem to connect at a rate that you know will be stable. Our support staff can walk you through how to gain optimal performance from your modem using this method.
Replace Your Modem If you are concerned that the quality of your modem is sub-par you may want to invest in a new one. The price of quality modems has come down quite a bit in recent years so it may be a good option. Contact our support department for advice if you suspect you may have a poor modem.
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