Dialup Troubleshooting

General hints to fix dialup connection issues.

Connection Dropouts

This guide is designed to assist if you are experiencing “dropouts”.

1. Eliminate ALL double adapters from the phone line, and plug your modem directly into the PRIMARY Telstra socket.  This will eliminate any additional communication devises that cause interference.  Some Telstra touchphone models have design features that are a major contributing factor to dropouts.
2. Keep your mobile phone well away from your modem.  The signal will cause interference.
3. Close all programs you are not using or have running in the background. Every program that is running uses resources on your computer and internet connections often freeze or dropout because of the other programs.
4. Some computers are affected by virus scanners.  Disable your scanner and test to see if the dropouts continue to occur.
5. Disable Telstra Call Waiting service on the phone line you are using for the internet.  The signals put out by this service will terminate the connection.
   1. To disable call waiting, lift the handset and dial: #43#
   2. To enable call waiting, lift the handset and dial: *43#
6. Static on your phone line will cause dropouts.  Lift your phone and dial 1 and listen.  If you hear crackling, echoing, buzzing or voices, there may be a fault on your line.  Call your phone provider and have them check you line.
7. Check that your email program has not been set to disconnect after sending & receiving mail.

Typical Modem Error Messages

Error 630: The computer is not receiving a response from the modem

This error can occur for several reasons:

1. The modem is switched off or the power cable is not connected (external Modems only)
2. The modem is not correctly plugged into your computers serial port (external Modems only)
3. The modem is not properly configured or its software is not correctly installed
4. The modem is conflicting with another hardware device that is attempting to use the same system resources
5. There is a problem with your computers serial port (external Modems only)

Error 676: The line is busy. Try again later.

This error can occur for several reasons:

1. There are no available modems to handle your call.  Try again in a few minutes
2. You are dialing the wrong number.  It should be 0198 308 020.

It is also possible that your modem will display this error message when the error is in fact caused by something else.  Shut the computer down, restart it and try again.

Error 680: There is no dial tone

This error can occur for several reasons:

1. The modem is not correctly connected to a telephone line
2. The telephone line is already in use

Make sure the modems telephone line cable is plugged securely into the jack at the rear of the modem (you should be able to lightly pull on the cable and it won’t unplug).

Check that the other end of the modems telephone line cable is securely plugged into the telephone jack.  Again, you should be able to tug it lightly and not have it dislodge.

Check that any other devices sharing the telephone line are not in use or that their handsets are off the hook.

Error 720: Dialup Networking could not negotiate a compatible set of network protocols.

This is a very common error message which generally occurs as the result of a corruption of your PC’s Dialup Network settings.  The most common cause of corruption is where the PC is turned off, or not shut down properly while the modem is still connected to the internet.

The problem is generally resolved by restarting your PC.  If this does not resolve the problem, you may need to configure your dialup settings again.

Setting up a Dialup Connection Using Internet Connection Wizard

You will need to have the following information at hand:

Dialup Username  : This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Dialup Password  : Assigned to you when you created your account
National Dialup Number : 0198 308 020

Windows 98

Go to the Control Panel, then Internet Options and Connections.  Click on Setup to start the Internet Connection Wizard.

Follow the prompts, making sure to select the option to Setup My Connection Manually.

Windows XP

Go to Start -> Programs -> Accessories -> Communications -> New Connection Wizard.

Follow the prompts, making sure to select the option to Setup My Connection Manually

Windows Vista

Go to Windows Icon in bottom Left Corner of Screen, then to Control Panel.  If the Control Panel is set to Vista view, select Network and Internet then Internet Options.  Go to Connections then click on Setup and follow the prompts.

If the control panel is set to classic view, go to Internet Options, Connections and click Setup and follow the prompts.