Common Dial-up Connection Problems

One of the most frustrating experiences for internet users is when modem connections fail. While Velocity Online strives to makes each users' online experience as trouble-free as possible, there still remains issues which are simply beyond our control. Here is a list of many common modem connection problems and recommended ways in which to resolve them.

Velocity Online has completed the upgrade to full internet redundancy. Meaning we now have three fully independent, broadband connections to the internet. This change will provide fewer internet service interruptions and greater sustained transfer speed for our customers.

Velocity Online utilizes all digital industry standard equipment. Put simply, digital equipment eliminates all phone line noise between Velocity Online and the telephone company. If there is line noise, the source can only be on the connection between the phone company and the end user(you). Most phone lines were installed many years ago before the internet started and were never designed for modems. While the phone companies have made great strides in improving service, there are still many areas that have poor quality lines.

Except in the event of a service outage, Velocity Online is likely to have a few hundred customers connecting reliably at any given moment. Velocity Online tech support personnel often troubleshoot connection problems with this perspective in mind. Please do not feel we are trying to minimize your problem in any way. Always remember to leave your name & number after business hours so we can return your call (till 8:00 PM). In addition, our phones (after 5:00PM) have callerID blocked. If you are using the phone companies blocking service, please provide us with a number that we can reach you at.

FACT: 89% of all connection problems are cable related and have nothing to do with your service.

Almost all problems with disconnections, both frequent or sporadic, are due to bad telephone lines, loose cables or software/hardware/misconfiguration problems with your computer. In almost all cases, we have no control over the quality of your service before it reaches our office.

Our systems are monitored 24 hours a day/ 7 days a week and when a system goes down several alarms go off and someone is immediately dispatched to repair the problem.

Want to learn more about using your computer???

Check out this site

Here are some things to check;

DIAL UP PROBLEMS

Frequently asked questions;

Q I can't connect?
A Try the following:
*Restart your computer.
*Use your Dial up Connection to connect rather that your Browser or Email icons.
*Check the modem cord to make sure it's plugged tightly into the phone jack.
*Check your telephone line to make sure you have a dial tone.

Q When I dial in, I get to verifying username and password, but it keeps asking me to enter my password.
A Check to see if your Caps Lock is down. The login and password are case sensitive.

Q It is still asking me for my password when I dial in. I checked the Caps Lock key and it is not on.
A Go into your dial up networking folder. Open your Velocity Online icon and check the username and password. Retype them making sure you have entered them correctly.

Q Windows says I am dialing but I don't hear any modem sounds.
A In your connection dialogue box, click on "details". If it tells you there is no dial tone, then your modem is not really dialing. Check your telephone cord that runs from your computer to the wall jack to make sure that it is connected properly. Test your cord by unplugging it and connecting a telephone to it to see if you can hear a dial tone.

Q The modem is dialing but it never reaches your modems.
A How long is your telephone cord that runs from your computer to your wall jack? If it is over 20 feet, it may be too long. Move your computer and try a cord that is under 12 feet and see if that takes care of the problem.

Staying Connected

Q I am getting connected but disconnected almost immediately.

A Do a restart. If that does not take care of it, check your server types settings. In Windows go to "My Computer", double-click open dialup networking, do a right click on your Velocity Online icon, left click on "properties". On the page that opens click on the "Server Types" tab. Make sure that "Log on to network" is NOT checked. The only two things that need to be checked are "Enable software compression" and "TCP/IP". Click OK.

Q Why do I get disconnected in the middle of doing something.
A Here are some of the reasons and what you can do.
Velocity Online automatically disconnects you if your computer is idle for 15 minutes. This means if you are reading or composing Email and not doing other Internet activities, i.e. not sending email, surfing the web, etc. for more than fifteen minutes, you will be disconnected..
If you are a Windows User, you may be disconnected due to a default setting that is in Dial-Up Networking. Go to My Computer/Dial-Up Networking, right click on your Velocity Online connection icon. Under where your modem is listed, click on configure, Go to the Connection tab and remove the check in the box "Disconnect if idle for more than", Click OK.
Call waiting can disconnect your modem if someone calls you while you are online. If you have call waiting on your telephone, you must disable it in your computer settings. If you are a Windows user, do the following: Go to Settings/Control Panel/Telephony, check the box: To disable call waiting, dial" and enter"*70," Click Apply and OK.