Internet Connection Problems

General Tips

The following are some tips from the Internet Assistance Program Self-help Website which is a jointly funded initiative between the Commonwealth Government and Telstra.

Download their Selfhelp Kit which contains useful information for Internet users.

Telephone Line

The dial-up speed achieved on your Telstra telephone service can be influenced by the length of your telephone line, the distance from your local exchange, and the way that your service is connected within Telstra's network.

Within the network, Telstra sometimes uses pair gains systems and also optical fibre cable and multiplexers ... Some pair gains systems will cause a limiting effect on the dial-up speed achievable over your telephone service, while many others may enhance your dial-up speed.

Almost all customers will achieve dial up speeds of 19.2 kilobits per second or better, that allow simple browsing and email, the most common uses of the Internet. A very small number of telephone services will deliver dial-up speeds of less than 19.2 kilobits per second including some services connected to the exchange by radio systems.

Unplug other Equipment

Any equipment connected to the same line as your modem can cause interference - this includes telephones, answering machines, fax machines, alarm systems, calling number display units, extension ringers, etc.

Unplug all other equipment from the phone line before you connect to the Internet!

Suppress Call Waiting

If your Call Waiting service is turned on while you try to access the Internet, any incoming calls you receive are likely to cause errors that could result in your connection dropping out.

If the line you use to dial up to the Internet is the same as the line you use to make telephone calls, you can tell your computer to suppress (ie. temporarily disable) Call Waiting, by adding *44 before the number your computer dials to connect to the Internet.

Unplug Extension Cords

Telephone extension cords should be avoided where possible as they can cause interference.

Check Telephone Wiring

The way your house is cable (ie. the telephone wiring) can cause problems when your modem connects to the Internet. You can check your wiring by plugging your modem into alternative telephone sockets. If your modem performs better depending on the socket you use, you may wish to contact a licensed Telephone Cabler to have your telephone sockets re-wired

Install the Latest Modem Drivers

Ensure that your modem has the correct and latest driver software for it's make and model.

NOTE: Use Google to search for your modem manufacturer's website where you will be able to download the latest drivers (these are usually found in the Support and/or Downloads section).

Turn off Disconnect-if-Idle

Internet software can be set to disconnect after a set period of inactivity. Try turning off this option.

Click Here for details of how to turn off Disconnect-if-Idle in YOUR Operating System

Interference caused by Electric Fences

If you live in an area where electric fences are used, the electrical impulses from the fence can affect your Internet connection?

To check for interference from electric fences,

1. Plug a telephone into the phone socket you use for your modem.

2. Listen for a dial tone.

3. Press '1' on your telephone keypad and listen for a clicking noise.

If you hear a clicking noise, the impulses from your electric fence may be affecting your telephone line.

To prevent possible interference with your telephone and Internet service:

• Avoid running your electric fence parallel with the phone cable (if possible)
• Cut vegetation away from the live fence wires
• Make sure the live wire is well insulated on the fence posts
• Your 'earth' stake should have a secure, corrosion free connection

More information available at these links:

• What is an initialization string?
• Troubleshoot network and Internet connection problems
• How to Troubleshoot Modem Problems in Windows 98SE
• Ray Shaw - Brisbane based computer expert