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Before trying anything else, reboot! Power off your computer for at least five seconds before starting up again. Not only is software re-initialized and memory released, but your modem will have power drain away from circuitry allowing a completely fresh start.
Unless you have a virus scanner, then any problem in your computer could be due to a virus. Make sure you have a virus scanner with up to date virus definitions. Consider downloading avast by ALWIL Software. Click here to learn how to Protect your computer against viruses.
Is the computer properly connected to the telephone line and does the modem dial? Verify this by listening in on the telephone line to hear the computer dial. Do this with another telephone extension as the computer speaker usually only plays half of the conversation. (click here to learn how to fix computer problems by use of the swap technique)
Does the computer dial the correct number? Again, by listening in on the telephone line you should hear the call be answered by another computer, or the telephone company may play an audio message explaining why the call can't be completed. Since dialing the wrong number can be confusing, we suggest you avoid using dialing rules. (click here to learn more about disabling dialing rules and controlling the dialing process)
Is there a strange dial tone, static, ticking, humming or other noise on the telephone line connected to the computer? Even if you don't hear any noise, does the sound of the computer connecting take longer than normal or enter a repetitive loop? If serious enough, you should have the telephone company fix the telephone line, otherwise try to compensate by modifying the modem init string. (click here to learn more about how to use modem init strings to make your connection faster and more reliable)
Is the modem available and functioning properly? Do a diagnostic test to verify communication is possible with the modem. (click here to learn more about diagnosing an improperly installed modem)
What error message does the computer give? Many times a verbal message such as "No Dial Tone" can be insightful, but other times you are only given an error code. (click here to learn more about error codes and possible fixes)
This icon appears in the system tray of Windows XP when connected. Other versions of Windows will have similar icons:
If your problem occurs after connecting successfully, (in other words, after the above icon appears) then consider if one of the following descriptions fit your situation: Please note most of the following situations are specific to Windows.
Do you loose connection or does the connection pause and then resume a while later for no apparent reason? Chances are either your modem is unable to sustain the connection, someone interrupted your call by picking up the phone, you didn't disable call waiting as part of dialing or your computer deliberately chose to disconnect. DialupAtCost will only force disconnect if absolutely no communication took place for 20 minutes or you have been online continuously 12 hours straight. (Click here to learn more about preventing your computer from loosing connection)
Are you unable to send e-mail (not to be confused with web based e-mail), but you receive e-mail just fine? Unless you are using a DialupAtCost approved mail server, then SMTP traffic on port 25 is blocked in order to prevent SPAM and having our IP addresses associated with SPAM. (Click here to learn more about DialupAtCost SPAM prevention and how you avoid being blacklisted)
Does your web browser fail to open websites, but most other internet applications (e-mail, chat, telnet or ping) work fine? Most likely there is software installed which interferes with surfing (HTTP traffic) of the internet. Some examples of programs that may cause this behavior are firewalls, proxy servers, web accelerators or spyware. Solutions may include uninstalling the offending software, then re-installing if still required after you confirm the problem was fixed. Spyware should simply be removed. (click here to learn how to scan and remove spyware) Identifying the offending software may be difficult and may require help from a professional.
Are you unable to access anything on the internet, except if you point to an IP address? If trying to ping www.dialupatcost.ca fails but trying to ping 67.43.1.110 succeeds, then DNS resolution is at fault. Normally, DNS servers will automatically be assigned when your computer connects, but you could try hard coding the DNS server to be 67.43.1.110 to see if that makes a difference. More likely, spyware or other offending software has interfered with your internet settings. (click here to learn how to scan and remove spyware) Sometimes uninstalling, then re-installing some of the Windows network components (TCP/IP, Dialup Networking, etc) will fix the problem.
Depending on the severity of the problem, you may want to contact a computer professional for help. DialupAtCost will provide technical support by e-mail support@dialupatcost.ca and in special cases schedule a phone call to help you through the problem.