Acenet Internet Services

Frequently Asked Questions

Connections

Why do I lose my connection?

It keeps asking for my username and password

Windows says it cannot Establish a Dial up Connection

Diagnosing slow connection speeds

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Why do I lose my connection?

Typically disconnections are caused by line noise or interference. Unfortunately this problem doesn't have an obvious solution - there are several reasons why modem disconnections can occur. Here are some common causes, and solutions:

Call Waiting (a part of Easycall service) is a service that allows someone to receive a phone call while they are already using the phone. If you have call waiting, you will hear pips. You may not even be aware that you have this service, as all new Telstra lines have call waiting. These pips will disconnect your modem! When you connect to the Internet, deactivate call waiting by dialling #43# To re-enable call waiting dial *43#.

Telstra Home Messages 101 also causes many problems for dial up internet customers. If you have a message waiting for you then you will be unable to connect to the internet. Similarly if you are on the internet and a call is diverted to Messages 101 you may then be disconnected from the internet.

Unplug all phone type devices i.e. faxes and other telephones from the line, while using your modem! Modern phones and faxes have memories that are maintained by small rechargeable capacitors in the device itself. Every 15 or so minutes this battery recharges from the phone line. The recharging usually generates a pulse similar to a noise spike, and disconnects the modem. Some telephone models (for example Telstra Touchfone 200) are known to cause this problem, others (for example Telstra Touchfone 200R) were modified to avoid causing modem disconnections. If in doubt - leave only your modem connected to the phone line when using it.

Try dialling 0198 331 206 If you are dialling 3872 2000, try dialling 0198 331 206 instead.

Windows 95/98/ME

Double click My Computer, then Dial-Up Networking
Right click the Acenet icon, select Properties
Untick Use Area Code and Dialling Properties
Click Configure below your modem
Set the Maximum Speed to 57600
Click the Connection Tab
Click Advanced
Set the Flow Control to Software and untick Use Error Control
Click Ok, then Ok, then select the Server Types tab
Untick everything except Enable Software Compression and TCP/IP
Click Ok, close Dial-Up Networking and My Computer

Windows XP

Click Start, Control Panel
On the left hand side click Switch to Classic View
Double click Network Connections
Right click the Acenet icon, select Properties
Change the telephone number here
Untick Use Dialling Rules
Click Configure below your modem
Set the Maximum Speed to 57600
If you have an Internal Modem remove all Hardware features
Click Ok, then Ok again.

If you are running an Internal modem it is best to check if it has been set up correctly. Slow down your modem to 56700 (all other factors being equal, the slower the connection speed, the more reliable the connection will be).

Windows 95/98/ME

Click Start, Settings, Control Panel
Double click Modems
Select your modem, click Properties
Set Maximum Speed to 57600
Click on the Connection tab
Click Advanced
Change the Flow Control to Software and untick Use Error Control
Click Ok, then Ok, then Close to get back to Control Panel

Windows XP

Click Start, Control Panel
Double click Phone and Modem Options
Click on the Modem tab
Select your modem, click Properties
Click on the Modem tab
Set Maximum Speed to 57600
Click on the Advanced tab
Click Change Default Preferences
Change the Flow Control to Xon/Xoff
Click Ok, then Ok, then Ok again to get back to Control Panel

Remember - this is only if you have an Internal modem.

Ensure that the modem cable is properly connected at both ends. Poorly seated cables can cause line noise. Check all phone cables in your room for proper connection (loose plugs, etc).

Ring your phone service provider and ask them to test your telephone line. Let them know that you believe there may be errors on the line causing problems for your modem.

The quality and speed of your modem Not all modems are created equal. Some lesser brands may have difficulties negotiating the connection, and sometimes you may have to dial two or three times before the connection is established. Once established, the connection may not hold very reliably, and small noise on the line may cause the line to drop. However even the best modem can not cope with wrongly configured system or a poor quality, noisy phone line.

Idle timeout We have an "Idle Time-out" setting on our servers, which is currently set to 15 minutes. What this does is monitor your connection to us and if it sees no data traffic to or from your system for a continuous period of 15 minutes, it disconnects you. This is done to prevent you from inadvertently leaving your connection to us open, and prevent your computer from wasting your valuable Internet hours. If you want to avoid the Idle Time-out disconnections, simply set your mail program running in the background and configure it to check your mail every 10 minutes.

Failing all of the above, you may need to take your computer and modem back to where you purchased them from and get them tested for faults. Alternatively the Acenet Workshop offers an Internet Setup fee of $25 where we will test your computer and modem for faults. If our technicians are unable to get a solid connection on your modem you may need to purchase a new modem for $65 (subject to availability). If a new modem is purchased there is no charge for the setup!