The following is a checklist of potential disconnection causes and their solutions
Many new users experience modem disconnections or drop-outs (when the modem hangs up for no apparent reason). In the majority of cases, the cause of the disconnection is local to the user; that is, an incorrect computer or software setting or the way in which the modem is connected causes it.
1.Telephone Line Noise
2. Other devices on the same telephone line
3. Extension Cords and Double Adapters
4. Picking up another phone on the line
5. PABX systems
6. Call Waiting
7. Cell Phones
8. Dial-Up Network settings
9. Electrical Interference
10. Electric Fences
11. Alarm Systems
12. Software timeout settings
13. Faulty Modems
14. Modem Drivers
15. Modem settings
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1.Telephone Line Noise (top)
The quality of your telephone lines has a great influence over the quality of your Internet connection as this is the medium in which the physical connection takes place. Occasionally ‘line noise’ (crackling static on the phone line) which can interfere with modem operations and, in extreme cases, cause the modem to disconnect.
Line noise is often caused by corrosion of the copper telephone wiring in your home or office, recent heavy rain or high humidity.
To check for the presence of line noise call Telecom Faults and request a "Line Noise Test"
Residential Faults: 120
Business Faults: 125
Another option is to take your computer to a friend’s house and use his/her telephone line to connect to the Internet. If you do not experience the same problems that you experience at home, then you know that it must be a local problem (either with your telephone line or the equipment that you have plugged into it).
2. Other devices on the same telephone line (top)
Other devices plugged into the same phone line - such as telephone, fax machine, or answering machine - can interfere with the modem and even cause it to disconnect, even if you are not using that device while connected to the Internet.
Some telecommunication equipment, such as telephones that have built-in ‘memories’, draw electrical current from the telephone line in order to recharge their internal batteries. This process can cause modems to disconnect. Also, some fax machines will regularly test the telephone line to ensure that it is still operational by sending electrical pulses along it, which may also interfere with modems.
To avoid such problems, it is recommended that you unplug all other devices so that the modem has sole use of the telephone line.
3. Extension Cords and Double Adapters (top)
Your modem should be plugged directly into the telephone jack. Telephone extension cords and telephone adapters may degrade the quality of the connection, which can result in disconnections. Power Surge adapters to protect your modem can also interfere with the connection. Try removing it to see if that improves the connection.
4. Picking up another phone on the line (top)
If your modem shares a telephone line with another telephone, and someone lifts the telephone handset while you are logged on, the modem connection may be dropped.
5. PABX systems (top)
Accessing the Internet from an office with a PABX system can interfere with your connection. PABX equipment is notorious for the problems that it can cause with modem connections. Speak to your office IT manager to arrange a direct telephone line for your modem that bypasses the PABX equipment.
6. Call Waiting (top)
The ‘beep’ which Call Waiting gives you to inform you of another incoming call can interfere with a modem connection and cause the modem to disconnect. To disable Call Waiting for the length of your Internet connection add *52, to the beginning of your Dial Up connection setting, in front of the number you dial to access the Internet.
Call Waiting will be disabled only for the length of that call, and will be re-enabled when you disconnect.
7. Cell Phones (top)
When a cell phone is turned on it is in constant communication with the nearest base station may interfere with your modem - even when switched on but not in use. Try moving your cell phone away from your modem, preferably into another room, while you are online to avoid interference.
8. Dial-Up Network settings (top)
Dial-Up Network settings are a common cause of modem problems. Refer to our Dial-Up Network settings configuration guide for details of the optimum configuration settings
9. Electrical Interference (top)
Electrical appliances located near your modem or modem cable can interfere with your modem, as they may be emitting strong electro-magnetic radiation (EMR). Try moving the electrical appliances away from your modem or switching them off. Known problem equipment includes refrigerators, mobile phone chargers and faulty fans.
10. Electric Fences (top)
Electrical appliances located near your modem or modem cable can interfere with your modem, as they may be emitting strong electro-magnetic radiation (EMR). Try moving the electrical appliances away from your modem or switching them off. Known problem equipment includes refrigerators, mobile phone chargers and faulty fans.
11. Alarm Systems (top)
Some home and business alarm systems have a ‘back to base’ feature, which allows the alarm to be remotely monitored by a security service. Such services make use of your telephone line and may interfere with your modem. If this is the case, try using another telephone line or consult your security service for possible solutions.
12. Software timeout settings (top)
Some Internet software will automatically disconnect the modem if it detects that the modem has been idle for a certain period, or after a certain task has been completed.
Outlook Express, for example, may be configured to automatically disconnect the modem once it has finished sending and receiving email. If this is the case, it will automatically hang up your modem after you have checked for new email messages. To turn this setting off, follow these steps:
Outlook Express v.5
Click on the Tools pull-down menu.
Select Options to display the Options dialog box.
Click on the Connection tab.
Ensure that the box titled ‘Hang up after sending and receiving’ is unchecked
Similarly, Internet Explorer will automatically disconnect the modem if it detects that your modem has been idle for 20 minutes. You can change this setting by following the same steps:
Internet Explorer v.5
Click on the Tools pull-down menu and select Internet Options.
Click on the Connections tab.
Highlight your modem in the Dialout settings window and then click on the Settings button.
Click on the Advanced button.
Disable the Disconnect if idle for setting or increase/decrease the setting to suit your needs.
Other Internet software that you install may have similar configuration settings. Be sure to check that they are not activated.
13. Faulty Modems (top)
Your modem is the device your computer uses to dial in to the Internet. Sometimes the difficulties you are experiencing have nothing to do with your computer’s settings or telephone line but that your modem is faulty or incompatible with the terminating hardware at Maxnet.
The best way to test this is to borrow a friend’s modem (preferably one that is a different brand or made by a different manufacturer) and try it with your computer to see whether you experience the same problems using this modem. If the connection is better then the problem is with your modem.
14. Modem Drivers (top)
Modem manufacturers continually tweak and refine their modem software in an effort to ensure the peak performance of their products. You should ensure that you are using the latest driver software for your modem. Most manufacturers make copies of their latest software available for download on their Web sites.
As a general rule, the updated software will include a setup program, so installation is simply a matter of downloading the setup software and running it.
If your modem manufacturer has not released any new driver software for your modem, or if it does not solve the disconnection problem, you should install the default Windows 95/98 ‘universal’ modem driver (which should work with all modems).
15. Modem settings (top)
Given the enormous variety of modems available, it is impossible to provide general advice on suitable modem settings for all types and brands of modems. However, below is a collection of some of the most common problems.
Please note that before trying any of these suggestions listed below, you should check the manual supplied with your modem for recommended modem settings and procedures for troubleshooting connection difficulties. You should not to attempt any of the suggestions listed below unless the modem manual endorses such procedures. If you are not sure whether a procedure is endorsed, please contact your modem manufacturer support centre.
Maximum speed
For various reasons, some modems do not work well at high speeds. If you configure your modem with a lower maximum speed setting, you may achieve a more reliable and stable Internet connection.
Double click the My Computer desktop icon.
Double-click the Dial-Up Networking icon.
Right-click the Maxnet icon and select the Properties option.
Click the Configure button.
Click the Maximum Speed drop-down menu and select a slower speed setting.
It is recommended that you select a slower speed (such as 19200) and then test your connection. If the disconnections cease, try raising the speed* to the next setting (38400) and test this connection speed for stability. Repeat this with increasingly faster speeds until you find the optimum speed setting.
Data compression
Some modems use data compression to achieve faster data throughput. However, this may cause instability as it places additional strain on your already overworked modem. Disabling data compression may improve your connection stability.
Double-click the My Computer desktop icon.
Double-click the Dial-Up Networking icon.
Right-click the Maxnet icon and select the Properties option.
Click the Configure button.
Click the Connection tab.
Click the Advanced button.
Toggle the Compress data option so that the checkbox is not selected.
(If there is no Compress data option, or if it is greyed out, then this feature is not available for your modem).
Modem initialisation string
Some modem manuals recommend that you add special modem initialisation (or ‘init’) strings (a series of numeric commands) to your modem settings in order to improve their efficiency and enhance the stability of online connections.
If your manual does not contain instructions for adding modem initialisation strings to your modem configuration, you can follow these steps:
Click the Start button
Select the Settings option
Select the Control Panel option
Double-click the Modems icon
Click once on the installed modem
Click the Properties option
Click the Connection tab
Click the Advanced button
In the long rectangular box labelled ‘Extra settings’, type in the init string. Finish by clicking ‘OK’.
There are numerous resources available on the web for modem init strings. Most are specific to the manufacturer of the device. Generic strings can be used but it is recommended that you use specific drivers. Check the modem documentation, web site or call the manufacturer.
The init string will be used on every dial-up networking connection that uses that modem. If you have more than one modem, you will need to repeat the above procedure for all installed modems.
Generic Modem Strings:
Tip: You may also want to try one of these generic init strings:
AT&F
AT&F1
AT&F&C1&D2
AT&F1&C1&D2
Modem port speeds
External modems connect to your computer via one of the communications ports located at the rear of your computer. These communications ports are, in turn, connected to a piece of hardware known as a ‘serial card’ (although on newer PCs, these are often built into the motherboard).
Modem power supplies
You should only use the power supply provided with your modem by the vendor. Although other power supplies might work, they may cause the modem to act erratically, resulting in lost connections.
Overheating modems
External modems can become quite hot during their normal operations. However, if they overheat, they may start to perform erratically. To combat this, place your modem away from your PC, preferably in a well-ventilated area. ( top)
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