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| Support: Modem | Modem Problems | ||
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▪ Phone Line Problems ▪ Modem Problems ▪ Modem Initial Strings ▪ 56k Flex Guide V90 |
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Why does my
Connection keep Dropping? The following things can affect the modem connection: Out of Time The system will cut your modem connection if you have run out of time. The system checks once a minute to see if you have any time remaining, so you will be disconnected within one minute if you have run out of time. Noise caused by devices on the telephone line Try disconnecting all devices from the line, including FAX machines, answering machines, portable phones, and other telephones. Poor quality Telstra Telephone line Try listening carefully when you next have a conversation. If you hear any signs of Noise or ''Crackling'', then it will almost certainly be the cause of disconnection's. HF Interference Radio towers and CB radios nearby can cause problems, especially in the case of ''Internal modems''. External modems are less affected by HF interference because they are not housed inside of a computer case, which acts as an Antenna. Very slow computers If an application on your computer takes longer than 50 seconds to start up, you will find yourself disconnected. If a connection is idle, we send out an ''echo'' every 10 seconds which expects to get a response. If, after 5 consecutive echo ''fails'' has occurred our system assumes that your modem is no longer connected, and hangs up the telephone line. This mainly affects 486 or older computers that have less than 8MB of RAM - e.g. Netscape takes forever to start up on the machine. Poor quality modems Some "El Cheapo" modems have trouble under most circumstances. If you have an Austel approved modem, you have a good chance of having a decent quality one. Modems purchased overseas do have problems in Australia. Fixing the Problem Try disconnecting all devices from the phone line first, and if the problem persists, please provide us with the Brand and Model of the modem, whether it is external or internal, and what area you call from. Connections at Low Speed If you keep getting connected at 14.4k, it will be for one of the following reasons: Poor Line Conditions The modems will train at the highest speed possible for correct data transfer. V.34 28.8k modems will connect at 28.8k only if the phone line conditions are perfect, and the modems are fully compatible. Quite often, a V.34 modem will connect at 26400, 21600 or even lower if the telephone line isn't perfect. Line noise and/or interference Any line noise can (and usually does) affect connection speed, but is more likely to cause the modem to hang up (drop out). Try to remove all devices such as telephones, portable phones, FAX machines and answering machines from the phone line, except the modem. One brand of phone, the TouchPhone 200, causes a great deal of hum on the line. Unfortunately, Telstra will only guarantee a stable data connection over a standard telephone line of 2400 baud. As a test, it pays to attach a phone to the line and make a voice call; listen carefully to noise, crackles and hum - if any is audible, it will most likely affect the modem. Serial Port Speed Serial Port speed should be locked at a rate of 38400 or higher. A port speed of 57600 is generally recommended. Incompatible compression/error correction protocols This is not usually a problem with Austel approved modems, but disabling compression can sometimes help with drop outs on poor quality lines, or cheap modems. Fixing the Problem Please let us know if it keeps occurring, because we may be able to help. If so, please include the brand & model number of the modem, plus the operating system that you are using, plus any extra details that you can think of including things that you have tried. |
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