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dialup modem troubleshooting

Here are some frequent problems that crop up that aren't specifically dependent on the brand of modem being used. To those around the world who use this resource, please be aware some of this troubleshooting information is specific to Australia.

Buying a modem
Most of the time this rule will apply: "you get what you pay for". There are good and bad modems and the performance will vary between them. Every couple of months you will find a modem review in one of the Computer Magazines. They are reliable tests that compare the performance of the common modems. Ask your Internet Service Provider what they recommend. iiNet can provide you with modems, that we find reliable and least troublesome when connecting to our rotaries.

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Installing a modem
When you install a modem make sure you install it with the shipped, correct modem driver. How your modem is installed will affect its performance. You can follow instructions on the correct installation procedure from your modem manual. Please note that the connect speed between your modem and your computer needs to be at least double the speed you want your modem to run at. Set the port speed in the modem properties to 115200. If you are running standard win95 modem driver, you will not be able to do that. You should download a new driver update for your modem from the Internet. Look for a site of the modem manufacturer, it should be included in your manual. If it is not use a search engine to find it.

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Protecting your modem
Your modem is one of the most delicate parts of your computer. Any electrical surge can cause it to malfunction or not work at all. It is especially susceptible to lightning. To fully protect your modem you need a special surge protector. It protects the phone line as well as your modem power supply and power supply for your computer. Visit iiNet Karrinyup Shop or a local computer store to purchase one. Otherwise you will need to make sure that both power and phone line are unplugged from the modem during a storm and when you are not using it.

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Modem Drop-outs
Modem drop-outs are the most common problem associated with modem usage. The modem disconnects without anyone, such as you or us initiating it or any other obvious reasons. In actual fact there can be a lot of reasons for the drop-outs. From noise on the line to some settings on your computer. Below you will find some tips that can help reduce the problem and hopefully fix it :)

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Your modem hangs up every 5 to 20 minutes
This is a common problem when you have a fax machine or a telephone plugged into the same phone line as the modem. In particular, the Telecom T200 Touchphone recharges its batteries for its recall memory by drawing electrical current from the phone line every 5 to 20 minutes. This is enough to interrupt high speed data transmission using a modem. To solve this you can either unplug the phone when you use your modem, buy a new phone, or if you are renting your phone from Telstra (as most people do), they will probably replace it at no charge for a Touchphone 200R which solves this problem.

Telstra recommends that a 'mode 3' socket is installed for use with the modem, if any other equipment is in parallel with it. This will isolate the other equipment on the line whilst the modem is in use. To have a Telstra Technician install this socket, please contact Telstra on 132200 (residential) or 132000 (business).

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Your modem disconnects unexpectedly
You may have call waiting turned on. If a call comes through with call waiting enabled, your modem will usually drop the connection. To turn it off you need to dial #43# before connecting and to re-enable it, dial *43#. Remember that Telstra have recently enabled call waiting on almost all home phone lines. If Telstra resets their exchange the call waiting might be enabled automatically. Please check for call waiting from time to time or if you have problems with drop-outs.

Telephone double adaptors and very long extension cables can cause drop-outs. Phone cables come in different qualities. If you are getting poor performance from the modem and a lot of drop-outs, good quality phone cable is worth investing in. If possible, try plugging the modem directly into the phone line with no other devices attached anywhere in the house. Try it, it might make a difference.

If you have a digital mobile phone, telephony between such a phone and a GSM cellular base station can cause severe data transmission loss that can terminate a modem call.

If you have a burglar alarm which automatically dials and transmits data, this will affect your line quality. Ensure your modem communications are not carried out during alarms communication cycle.

Actually, anything electric can cause interference with your modem. Check what is turned on that is in close proximity of the phone line/modem. Things you might want to watch out for are TV's, radios, microwave, fridge (especially when it cycles on and off), washing machine going in to a spin cycle, air-conditioning cycles etc. Do you get a better connection when those things are off or on another power circuit? Try a surge protector. It protects the phone line as well as your modem power supply and power supply for your computer. Visit iiNet Karrinyup Shop or a local computer store to purchase one.

Other things that can create problems with modem drop-outs are poor waterproofing on the phone lines. Especially if the problem becomes more apparent when it is raining. Loose or old line wiring can also create noise on the line and disconnect you from the Internet. That copper wire, which runs around your house, down the street and to your local exchange can vary in quality. If it is in a poor state, nothing else you do will make any difference.

Telstra's telephone Exchange and the distance to it can make a difference in your connection performance. Some exchanges might have some good lines and some bad lines so it is a lottery whether you get a good one. Each call you make may be different.

Some of the above things will cause a noisy line. Call Telstra faults and get them to check it (keeping in mind they only certify their lines to 2400 baud which is much slower than an average modem today) Please note that Telstra will only test line for voice quality and a very low data quality. Your modem is much faster than that.

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You cannot get your modem running at its full speed
If you have a pre Pentium computer, check the UART. An 8250 UART is considered unreliable above 9600 baud, and it is recommended that the UART is upgraded to the 16550 UART. To operate at 115200 bps you need a very good serial port. Try TI- 16750. This information applies to IBM compatible PCs.

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You are dialing STD and cannot make a successful connection
If you are experiencing problems with STD Pips interfering with data transmission, phone Telstra to see if you can have them surpressed. Make sure you are dialing the correct STD code before the telephone number. And always keep in mind the STD charges.

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Modem cannot recognise the dial-tone
There are different dial tones available in the network. If your modem cannot recognise the dial-tone make sure that the phone line is plugged into the correct modem socket (usually: "Line"). Test the line to make sure that there is a dial-tone by plugging a telephone into the same socket. Try to make a call from it. If you have Telstra MessageBank you will hear a different beeping dial-tone. Your modem will not recognise it as a dial-tone and you will not be able to dial out.

You can change settings on your computer to ignore dial-tone and dial regardless. In Windows95/98 untick the option "wait for dial tone before dialing" in your modem properties. In Macintosh tick "Ignore the dial tone" in your dialler or modem properties. You can also try adding x3 to your modem initialisation string.

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You cannot use your PABX or Commander system to connect
Telstra does not recommend such systems be used for modem transmissions and instead recommend that you install a specific data line outside of your phone system for data communications. You can try dialling the line out number like "0" or "9" before the phone number in your dialup settings. That might help you connect, but please note that your connection will not be as good as through a dedicated line.

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As soon as you start PPP/SLIP, everything stops
Check that you have hardware flow control, and a modem cable that supports this. In Windows95/98 you can go to Control Panel, then Modems, choose Properties under the modem you are using. Click on Connection tab then the Advanced button and choose Use Flow Control: Hardware(RTS/CTS) In a Macintosh check your modem properties in the ppp software you are using to connect.

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Your modem connection shows some huge amount like 57600 or 115200 - what's happening?
Your modem has been setup to show the port speed, which can be changed in modem properties on your system. It is reporting the speed between your modem and your computer instead of the speed between your modem and the ISP. To show the actual connection speed add w2 to your initialisation string.

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You are using a 56K modem: after a while connection stops for a few moments, or hangs up completely
56K modems push the phone line to the limit, and need to "retrain" (that means change speed) regularly to keep up with the line conditions. It takes a few seconds to do this retraining, and these are the pauses you may experience.

Sometimes, when the retraining occurs, it can't successfully negotiate a new speed and will hang up.

As this problem becomes more pronounced the faster your modem runs, if you are experiencing difficulties it may be wise to "lock" your modem at a certain speed. First try intermediate speeds such as 44kbps, 40kbps etc. Failing all else, turn off K56Flex/V90 in your modem all together and connect with 33.6kbps.

Check your modem manual for instructions on how to do this, or try something like this in your init string:

For 56k flex modems try:

Forcing 44kbps: +ms= 56 ,1,1200, 44000
Forcing 42kbps: +ms= 56 ,1,1200, 42000
Forcing 40kbps: +ms= 56 ,1,1200, 40000

For 56k V90 modems try:

Forcing 44kbps: +ms= 12 ,1,1200, 44000
Forcing 42kbps: +ms= 12 ,1,1200, 42667
Forcing 38kbps: +ms= 12 ,1,1200, 38000

If your modem has problems accepting the above strings, try:

Forcing 44kbps: +ms= v90 ,1,1200, 44000
Forcing 42kbps: +ms= v90 ,1,1200, 42667
Forcing 38kbps: +ms= v90 ,1,1200, 38000

And so forth, down to:

Forcing 33.6kbps: +ms= 11 ,1,1200, 33600

If your modem has problems accepting the above string, try:

Forcing 33.6kbps: +ms= v34 ,1,1200, 33600

If the strings above do not work with your modem, please refer to your modem's manual or feel free to peek here.

To add an initialisation string on Windows95/98 go to Control Panel and Modems, choose your modem and go to Properties. Click on Connection tab then Advanced button. Extra settings is where you need to type the string.

On Macs, only freePPP dialler will allow you to change the initialisation string. In the OTppp software, to include an initialisation string, you need to generate a modem script. In Open Transport PPP software you should make sure you are using a script supplied with your modem.

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