Dial-Up Problem Solving your Modem
If you are having problems connecting, or if you experience "disconnects", there are a number of things you can try.
Here's a brief list. You will probably need your installation CD for some of these steps, so have it handy.
A note about disconnects
If you are experiencing "disconnects", and you have call-waiting on your line, make sure that you have entered a "disable call-waiting" code in your dialup configuration. Otherwise, incoming calls will disconnect you.
If you want to "put your modem on hold" to answer incoming calls, you need "V.92" technology (modem and dialup phone number both need to support V.92) plus "call-waiting" (a service on your phone line). For more inforamtion, visit the V.92 website.
Problem Solving
If your system used to work but now it doesn't, the first step in problem solving is to ask yourself: "What's Changed?"
- Did OIP reconfigure?
- Did you install new hardware?
- Did you install new software?
- Did you physically move your computer?
In general, figure out what's changed and you'll be able to solve the current problem.
If nothing's changed, contact us for assistance. There are several reasons why your dial-up may not work - the most common reasons are:
- One of our network providers is experiencing problems
- We are experiencing problems
- We have suspended your account for simultaneous usage
- We have suspended your account for non-payment.
Frequently Asked Questions
General Setup [ Top ]
First, you may have misconfigured your setup, or you may have a software or hardware conflict. Here's the rundown of things to look for:
- General Setup specific to OIP
- UserID and Password are Case Sensitive;
- Phone# is incorrect. Our setup CD should have a complete list of current phone numbers. In the event that the phone number has changed, we should notify you. Of course, this isn't a perfect world - refer to our phonelist on the web for the correct number, or call us at (541) 942-7088 or toll free (800) 489-0354 for assistance;
- DNS is dynamic, so you should not specify anything for DNS; If, however, some bizarre problem affects your computer and it is unable to access our DNS servers dynamically, they are "NS.OIP.NET" (192.231.226.1) and "NS1.OIP.NET" (66.180.173.240) and "NS2.OIP.NET" (192.231.226.11). Please note that these are subject to change at our whim and without notice, so it's always better to keep your DNS dynamic.
- Mail Server for POP3 (incoming) is "pop3.oip.net" on port "110" (default)
- Mail Server for SMTP (outgoing)
mail server for SMTP (outgoing) is "smtp.oip.net" on port "587". If you set up your email manually, you will have to change the default port from "25" to "587". Important: our outgoing mail server requires "SMTP Authentication", which means that it validates your userid and password before sending email. Click here for detailed instructions on setting this option.
- *70 to disable call waiting, if you have call waiting (modem properties)
- "9," to access an outside line, or not (modem properties) - the "comma" inserts a pause, which is generally required to give your phone system enough time to connect to the outside line.
- If you are dialing a local phone number, disable "Area Code and Calling Rules", and "blank" the area code.
- Access the Windows control panel (through "My Computer/Control Panel" or "Start/Settings")
- To access Network Settings, access "My Computer/Control Panel/Network"
- To access Modem Properties (how your modem communicates) access "My Computer/Control Panel/Modem" and then "Properties"
- To access Dialing Properties (how your modem dials), access "My Computer/Control Panel/Modem/Dialing Properties
- To access your dialup setting, access "My Computer/Dialup Networking", right click on the Dial Up icon (e.g. "OIP"), and then select
properties. Server settings are on the "Server Types" tab, and TCP/IP settings (the DNS number) are on the "TCP/IP settings" button.
- Conflict with other programs: if you have other programs installed that use the modem (and you get "Unable to open port" error, or
something similar), chances are the other program is running and has taken control of the modem. This is common with Fax programs, like Symantec WinFax -- if WinFax starts when you start your computer AND is configured to "automatically receive", it will lock up your modem.
You Can't Connect (new account) [ Top ]
There are actually several reasons why this might happen.
- You have connected to the wrong modem (you have defined more than one modem in the past, and selected the wrong one when you were setting up). You should delete the modem(s) that are no longer
installed in your computer. One way is to delete ALL of them, reboot, and have Windows auto-detect the correct modem and reinstall it.
- You are dialing the wrong phone number
- You input your userID or password incorrectly. They are case sensitive, and must be exactly as specified when we set up your account
- Your network software is incomplete. Access My Computer/Control Panel/Network and be sure that you have both a "Dial Up Adapter" and a "TCP/IP" entry. If not, you must add the one that's missing (usually TCP/IP).
- Your network software is corrupted.
- Access My Computer/Control Panel/Network and REMOVE the "Dial Up Adapter" and "TCP/IP" entries.
- Reboot.
- Add the "Dial Up Adapter" (adapter) and "TCP/IP" (protocol) software from "Microsoft".
You have AOL installed on your computer. AOL is known to "invade" your computer's operating system like a virus. Unfortunately, an existing AOL install may also interfere with the normal operation of a competing Dialup service like ours. To ensure the best connectivity, uninstall AOL completely.
You Can't Connect (existing account) [ Top ]
What's changed? First, determine what has changed. Examples:
- You just installed new hardware: chances are, your hardware configuration is wrong OR your modem is not compatible with our modem pool (see
below).
- You just installed new software: some software changes the dialup up networking settings, so you need to access your settings and
make sure they are still OK.
Symantec (Norton) Anti-virus is notorious for making changes to your email settings. Often, after install a NAV program or update, you will no longer be able to access the Internet or retrieve email. CONTACT SYMANTEC SUPPORT for assistance
In fact, if you have just installed a program and your system no longer works as expected, contact the program's SUPPORT LINE. We won't be able to help you troubleshoot other vendors' programs.
- You moved your computer: make sure your phone cable is connected to the "telco" or "line" input jack on the modem; make sure all of your cabling is correct; if your phone system requires that you dial "9" to get an outside line, make sure that's specified, or if your phone system no longer requires "9", make sure that it's
absent.
You get disconnected during a session [
Top ]
If you are being disconnected during an active session, there are two possible reasons:
- there is excessive "noise" on your phone
line, or
- there is a slight incompatibility between your modem and ours.
- you may be having problems with your modem
You can't do much about your phone line, so you will have to make adjustments to your computer. However, you can call your Phone Company and complain if the problem is persistent.
- Reduce your computer's connect speed: My Computer/Control Panel/Modem/
- Change your computer's setup string.
- Upgrade your modem's driver - if possible, access the modem manufacturer's website and download/install the newest driver.
- If you have a "software" modem (identified with HSP in the name) or a "windows modem" (identified by "WIN" in the name - e.g. "LT Win Modem"), consider replacing your modem with a hardware modem. We sell U.S. Robotics 56K hardware modems for $50, and they work flawlessly.
Your modem connects at less than optimum speeds
[ Top ]
The solution to this is often elusive. You can update your modem's driver or fiddle with your modem's setup string. If it's your phone
line, there's very little your can do.
Changing your modem's setup string [ Top ]
First, access one or both of the following sites on the internet:
These are relatively complete resources to determining what your
setup string should be. Generally, there will be more than one string.
Try to find the one that belongs to your exact manufacturer/model.
Experiment. Some strings might work better than others.
Next, you need to install the string in your modem settings.
Access "My Computer/Control Panel/Modems/Properties/Advanced".
Input the setup string in the "Additional Settings" box. Leave
everything else alone.
If nothing else works ... [ Top ]
Some of the modems on the market are so unbelievably cheap that
one wonders why they bothered. Replace your modem with a decent
modem. U S Robotics, Practical Peripherals, IBM, Zoom are all decent.
"Softmodems" are cheap.
Still have a question? click
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