Why Do I Always Get Cut Off The Internet? (Issue 1028)



Dropped connections can occur when there is a sharp decrease in line quality during a call. For instance, a V.34 modem will switch to rates as low as 4800 BPS to compensate for these changes. If the loss of quality is extremely severe, or the modem is unable to recover from an error caused by line noise, the modem will drop the connection.


There are several reasons a modem disconnects.  Here are three things to check:

  1. Are you getting disconnected only when you check your email?
  2. Are you getting disconnected after a long period of Modem inactivity when you are not send and receiving new data?  (i.e. reading a web page or email message.)
  3. Are you getting disconnected out of the blue?  It doesn't matter if you are reading an email/web-page, or downloading a file/web-page/email, or playing an online game.
  1. If you are disconnected right after either checking your email or sending a new message and you use Outlook Express.  You need to follow these directions to fix the problem:

    Once you are in Outlook Express, click on tools then options.  Next, click on either the connection tab or the dialup tab.  Check Ask before switching dialup connections, and uncheck hang-up after sending and receiving.  Click on OK, and it should be fixed.
  2. If you are idle for 20 minutes, our system will disconnect you.  This means, if you are reading a long email, detailed web-page, or had physically left the computer, our system senses inactivity and will disconnect you.  This is done to free up a telephone line for others to use the internet.

    : If you are getting disconnected after 20 minutes of downloading a file, this is a problem with Windows and to fix it, follow the directions below:

    For Internet Explorer 4.0x click on Start | settings | Control Panel then on Internet Options and then the Connection Tab.  Click on settings then Un-check Disconnect if idle for so (many minutes). 

    For Internet Explorer 5.0x:  click on Start | settings | Control Panel then on Internet Options and then the Connection Tab. Click on settings then the advanced button.  Uncheck Disconnect if idle for so (many minutes). 
  3. Dropped connections, not related to the above problems, can occur if a modem gets a sharp decrease in line quality, line noise, weather, bad modem drivers/software/firmware, or just a bad modem.  If the problem just started happening, chances are there was a decrease in line quality (added noise to the telephone line, static)

        a)  Sharp Decrease in Telephone Line quality or Line noise (static).   Line noise can cause a loss of connection and is not easily noticed. Pick up your phone, dial a single number except "0". Now listen very close. Do you hear any noise in the line whatsoever? Any noise other than silence, can cause the modem to drop connection randomly. High speed Internet connections require you to have a very clear telephone line.  
    If you experience any of the above symptoms, contact the phone company and have them check the line.  As a helpful hint, before calling the phone company, they may not come out if it is a Internet Related modem problem.  They only guarantee a 14.4kbps connection.  There are a few things to check before calling the phone company to make sure the problem is not in your house's wiring.  First, unplug all telephones or telephone line devices in your house except the computer.  Try the internet and see if that helps.  If it doesn't, run a long telephone cord from your computer to your GTE or Ameritech Box outside your house.  Try the Internet again and see if that helps, if it doesn't, the problem probably lies with the telephone companies wiring and you should contact them. 

        b)  If the above doesn't help, and your telephone line seems clear, you may need to find out what kind of modem you have.  To do this, click on Start from your desktop, settings, control panel, then on Modems.  This should list what modem you are using.  Next, click on the diagnostics tab, then, click on the com port that says your modem after it.  Click on more info.  Look for the ati3 setting and it should give you the driver version of the modem.  Below lists the latest driver versions for particular modems and what drivers work the best with our server.  Updating the modem, usually works if none of the above problems exists.  If you have the updated driver and the modem still is having disconnect problems, try disabling 56k. For a complete listing of modems and disable 56k codes, and directions for inserting the codes, click on the following link:  http://www.808hi.com/56k/trouble2.htm

            1) Lucent LT Winmodem - (Common Computer Manufactures Include: Hewlett Packard, Dell, Older Compaq's (Compaq 56DF & 56VSC Modem) - For a More Complete List go to http://808hi.com/56k/ltwin7.htm).
    - Drivers that works well are versions 5.70 and 5.82 and above.  Driver Versions 5.75 through 5.79 tend to not work well.  To update your modem with the latest generic driver go to http://808hi.com/56k/ltwin7.htm . Some cases updating the modem version will change the modem name. To make sure dialup networking is configured correctly, on your main screen double click on My Computer, then Double click on Dialup Networking, click once on the dialup networking connection that you use then click on file and properties.
    - Disable 56k Codes are: -V90s38=0 or s38=0 or -v90=0

            2) Rockwell HCF Modem (Common Computer Manufactures Include Some Compaq's, Dell, Gateway and Micron.  - For a More Complete List go to http://808hi.com/56k/hcf7.htm).
    - Drivers that work well are versions and above.
    - Disable 56k V90 Codes are: +ms=v34

            3) USR Robotics - (Common Computer Manufactures Include Some Dell, Gateway, Micron, and most high end systems. 
    - Drivers that work well are Most of the drivers or firmware.  To see if US Robotics has an update follow this link:  http://www.usr.com/support/s-main-menu.asp
    - Disable 56k Codes are: S32=66 or S32=98

            4) HSP MicroModem - (Common Computer Manufactures Include Some Compaq's, Emachines, and Hewlett Packard. - For a More Complete List go to http://www.808hi.com/56k/pctel.htm).
    - Drivers that work well - NONE  Click on this link for more info http://808hi.com/56k/badchips.htm . Sometimes updating the drivers work, updated drivers are located at http://www.808hi.com/56k/pctel.htmhttp://www.pctel.com/downloads/drivers_download.htm..
    - Disable 56k Codes are: n0s37=12

            5) Motorola (SM56) - (Common Computer Manufactures Include Some Compaq's, Emachines, Hewlett Packard and other low end systems. 
    - Drivers that work well - NONE  Click on this link for more info http://808hi.com/56k/badchips.htm . Sometimes updating the drivers work, updated drivers are located at:  http://www.motorola.com/networking/products/sm56_pci_software_modem/drivers.html
    - Disable 56k Codes are:  *MM12  or  +MS=V34

            6) Other Modems that are not listed here and some more instructions for the modems listed here, click on this link:  http://www.808hi.com/56k/trouble.htm

    c) If the above doesn't help, you may have a bad modem, I suggest having the modem looked at if your modem is a HSP, Motorola, or IBM Mwave modem.  A new modem may be what you need., US robotics, Lucent Win Modem or HCF modems work well with Chain O' Lakes Internet.  If you have any trouble upgrading your modem software or need help with disconnects, please give us a call at 360-542-9660 and one of our technical support personal can help solve the problem.


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