Dialup - Disconnect Problems Common Reasons:

1. Idle Disconnect (Computer Setting)
2. Call Waiting
3. Email “Hang up when finished”
4. Incompatible Dial up Number
5. Line Noise
6. Drivers/Firmware
7. Modem Settings
8. Hardware Problems
9. Idle Disconnect

1. Idle Disconnect (Computer Setting)

It is also possible that your computer is set to disconnect when it is idle. To check if an idle disconnect option is set on your computer:

Windows XP, 2000, 98, NT
• Open the Control Panel and double click on Internet Options.
• Click the Connections tab, highlight your Execulink dialup connection and click the Settings button.
• Click the Advanced button in the Dial-up Settings section of the screen.
• Uncheck Disconnect if idle for [ ] minutes.
• Click OK, and OK again, and OK once more. The new settings should take effect the next time you connect.

2. Call Waiting

If you have call waiting enabled and somebody calls when you are online, you may be disconnected. The solution is to set your line to disable call waiting while you are online. Choose your operating system for instructions to check your Dialup Settings:

Windows XP
From the Start menu, choose Control Panel.Click the Network and Internet Connections option, then choose Network Connections.
Note: If the Control Panel is in Classic View, double click the Network Connections icon.Right click your Execulink Dialup Connection and choose Properties.
To disable call waiting, type in *70, before the dial up number.

3. Email "Hang up when finished"

Some email programs such as Outlook Express and Eudora Pro have an option to automatically hang up from the Internet when finished downloading messages. If you find that you are being disconnected as soon as you check your email, this may be the problem. To determine whether

"Hang up When Finished" is selected, do the following:

For Outlook Express:
• Open Outlook Express.
• Click the Tools menu and select Options.
• Click the Connection or Dialup tab.
• Uncheck the Hang Up After Sending and Receiving option and make sure Ask before Switching Dialup Connections is marked.
• Click OK.

4. Incompatible Dial Up Number

We have more then one dial up number for most of cities, many times changing the dial up number solves disconnects and slow speeds. By changing numbers, you are dialing into a different modem pool which may be more compatible with your modem and therefore, reduce your disconnects and increase speed.

5. Line Noise

The most common cause for disconnects is line noise. There are many causes of line noise inside and outside of your house, some of the most common are:

Dampness and moisture in the phone lines - i.e., the weather!Old or low quality phone lines.
Cordless phones attached to the same phone line may cause some interference.
Phone cords longer than 12-15 feet.
Phone cords that get stepped on or crimped behind/under furniture.
Phone cords wound in a bundle can act like an antenna.
Phone cords next to power supplies, radio, speakers, or other sources of electrical interference.
Splitters and phone line surge protectors can add to line noise.
Keep in mind that there are times when line noise is worse than usual. If you've ever been talking on your phone and can hear other conversations, static, hissing or popping, your modem will 'hear' the noise as well. Additionally, noise that affects your connection also occurs beyond the range of human hearing.
Below are some suggestions that may decrease line noise:

Make sure the phone cord to the jack is as straight and short as possible.
Keep the phone cord at least 2 feet away from power cords and speaker wires.
Unplug equipment from the phone line when you connect that is not in use, such as fax machines and cordless phones.
Keep the phone cord away from "high traffic" areas like doorways and under chairs.
Remove line splitters and phone line surge protectors.
Unplug all other devices (like extra phones, answering machines and fax machines), then reattach them one at a time to determine if one may be causing the problem.
Consider purchasing an additional phone line that is dedicated to your data needs.
If you hear noise on your phone conversations you may want to contact your phone line provider and let them know you may be experiencing some interference.
This may prompt them to improve your line condition, thus improving your connection speed.
It is important to note that phone companies do not guarantee line quality for data transaction, only voice.
Further, if the line noise is attributable to inside wiring, the phone company will charge you for repairs.
If line noise from other phones/devises is a problem, try to determine which device is creating the noise and replace it or unplug it while connecting.
Alternative solutions might be to use a simple double pole toggle switch (from Radio Shack) or a "Privacy Switch" or a Line Restrictor (p/n 43-445) (both can be purchased at Radio Shack).
The Line Restrictor will disconnect other extensions while your modem is using the line.

6. Drivers / Firmware

Another reason you may be getting disconnected is the firmware and drivers for your modem are outdated. Firmware and drivers are the software or programming that tells your modem how to communicate.Modem manufacturers often release new drivers to correct bugs that can cause connection problems. Even if you just bought your computer, there is no guarantee that the installed drivers are current. That modem may have been sitting on a shelf for months before it was put into your computer and while it sat, the manufacturer may have released many updates.To obtain the latest drivers and firmware, contact your modem and/or computer manufacturer. You can often get the updates for free from the manufacturer's web page.

7. Modem Settings

Sometimes modems are set by the operating system to operate at speeds that can cause more errors and disconnections. To check this:

• Click on the Start Button, select Settings, and Control Panel.
• In the Control Panel, open the System icon.
• Click the Device Manager tab, and click the plus (+) symbol next to Modem to display the installed modems on your computer.
• Right click the name of your modem and select Properties.
• At the bottom of the window you will see a Maximum Speed (or Port Speed) setting, which by default is set to 115200 on most systems. Try setting this to 57600.Note: You may wish to try setting this even lower to 38400 if 57600 does not help. This will effect your connection speeds, though, so we do not recommend it unless absolutely necessary.
• Click OK, close the Control Panel, and then re-start your computer for the settings to take effect.

8. Hardware Problems

Every time there is a disruption on your phone line by noise, the modems will get confused and have to retrain to find out what speed they can still communicate at. Some modems, especially certain Rockwell HCF modems will only try a set of numbers then disconnect.

Recommended modems:
US Robotics Modems

Not Recommended modems:
Connexant HCF, HSP, Motorola SM

What type of Modem do I Have?

Windows 2000 and XP1.
Double click My Computer.
2. Double click the Control Panel.
3. Double click Phone and Modem Options.
4. Click the Modems tab. Your modem will be listed.
Note: If the modem is listed as a "Standard" modem, you are not using the appropriate driver for your modem.

If the previous solutions didn't resolve your problem, it is possible your frequent disconnections are caused by a modem malfunction. This may even be the case with a brand new modem. A modem can overheat, which can cause flaws in the electronic components. Or, if the phone line was left plugged in during a storm, an electric surge may have damaged it. You may want to contact the computer or modem manufacturer for further help.Note: If you contact the phone company and ask them to test the line, please note that their instrumentation may not include the testing the frequency required for 56k modem operation because they are only obligated to provide lines that are acceptable for voice only or low speed data connections.

9. Idle Disconnect

To protect our users from busy signals, the system is designed to disconnect any connection that has been dormant or no activity for 20 minutes (most ISP’s do this). That way if somebody walked away and forgot to log off the Internet, the system will close that connection and make it available to another user.

No activity means no packets sent or received. You could be composing and email message, or reading a webpage; it’s even possible to go from one webpage to another and have them all be in your local computer’s memory cache. These could all equal “no activity” on your network connection and could result in a dropped connection.

One way to ensure that “no activity” is not the cause of disconnects is to keep your email client open and set the program to check mail every 15 minutes.

Tip: You do not have to be on-line to read and compose emails, your computer will save these and send and receive them when you connect. So, relax and work off line and don’t worry about tying up the phone line.