This page covers several possible causes for dial-up disconnects, along with their solutions. You may wish to print the page for easy reference before following the instructions.

Your modem or even your computer's operating system may accumulate errors, causing instability. Resetting them both whenever you experience instability may help.

• Shut the computer down properly, making sure to turn off the power completely.
• If you have an external modem, shut it down separately. If it doesn't have a power switch, unplug it. Internal modems (modem "cards" set up inside your computer) are powered down with the computer.
• Leave both the computer and the modem powered down for at least thirty seconds before attempting again to connect.

Microsoft Outlook Express for Windows, a very popular mail program, has an option to disconnect after sending/receiving email. If you're using Outlook Express for as your email program, be sure to check that "Hang up after sending and receiving" is turned off. This obscure, hard-to-find setting causes most of the frequent disconnect troubles addressed by our tech support team.

Windows

• In Outlook Express, open the Tools menu and select Options.
• If you use Outlook Express 4, choose the Dial Up tab at the top of the window. If you use Outlook Express 5, choose the Connection tab at the top of the window.

• Make sure there is no checkmark before "Hang up after sending/receiving."

• Click the Apply button at the bottom of the window, then OK to save changes.

Call-waiting can cause disconnects when other people call you, as the alert beep interferes with your modem connection, but you generally won't be aware of the call. If you have call-waiting, check to make sure it's disabled when you dial using your computer. If you don't have call-waiting, don't follow these steps.

Windows 95/98

• From the desktop, open My Computer, then Dial-Up Networking.
• Right-click on the dial-up connection you use, and choose Properties.
• Enter the string "70#," into the phone number field, directly in front of the phone number. Leave out the quotation marks, but make sure the comma is included.
• Click OK at the bottom of the window to save changes.

Macintosh (applies to the most popular dialers; your dialer may differ)

Most operating systems have an option for disconnecting the computer if the Internet connection is idle too long. You should be aware that reading a web page or composing an email without actually transferring data is considered idleness by the computer. Some idle disconnect features don't monitor all data transfer ports … so some Internet actions (FTP, for example) may be ignored.

Windows 95/98

There are actually two places in Windows you need to check to make sure the setting is turned off. Both of these are in the Control Panel. Please be aware that if you have Internet Explorer 3 installed, the idle disconnect "feature" may work poorly, disconnecting you sporadically.

• Open My Computer from the desktop, then open Control Panel, then Modems.
• Click on the Properties button, then select the Connection tab.
• Make sure "Disconnect if Idle for:" is not checked.
• Click OK, then OK at the next window to save.
• Still in the Control Panel, open Internet Options (will be called Internet in Internet Explorer 3 or 4).
• Select the Connections tab, then choose the Settings button.
• If the you use Internet Explorer 4, the "Disconnect if Idle for:" setting will be here. If you use Internet Explorer 5, you will have to click the Advanced button near the bottom to get to it. In either case, turn it off.
• Click OK all the way out to save changes, then close the Control Panel.

Macintosh (applies to the most popular dialers; your dialer may differ)

Some computers may not be able to handle a high port speed, resulting in frequent disconnects.

Windows 95/98

Port speed must be adjusted in two places (Modem Properties and in each Dial-Up Networking connection).

Modem Properties

• Open My Computer, then Control Panel, then open Modems.
• Select Properties.
• Lower the Maximum Speed to 57600 (or lower, if necessary).
• Click OK to save the changes.

Dial-Up Networking

• Open My Computer, then Dial-Up Networking.
• Right-click on the dial-up connection, and choose Properties.
• Click on the Configure button at the bottom.
• Lower the Maximum Speed to 57600 (or lower, if necessary).
• Click OK all the way out to save changes.
• Repeat these steps for every connection you use.

Static spikes and other small noises over the phone lines can wreak havoc on a modem connection, often causing it to time out. If the above settings seem fine, this is by far the most common and likely the cause of frequent disconnects. Keep in mind that some modems are more tolerant to line noise than others.

Many modems are released, even brand new, with poorly tested drivers or firmware (software that helps your modem function) that doesn't work very well. It's become almost standard practice for hardware manufacturers to release their products with software that barely functions, and then later develop improved software to offer to consumers.

If you know the brand and model of your modem, find your manufacturer's web site (use a search engine if you don't know the address) and bookmark and check it frequently for updated drivers. Often these drivers will improve performance and enhance resistance to line noise, or have other advantages over out-of-the-box software.

If you use a Macintosh computer, it may have a driver file known as a CCL. Often, however, Macintosh modems will be controlled entirely by initialization strings. In either case, it may still help to track down the information and set it up in your computer.

The procedures for installing drivers or entering initialization strings are highly variable, and our support reps won't be able to help you with your particular brand or model. Most manufacturers include usable instructions for software installation on their web sites.

56K.com is an excellent site for modem information … even if you don't have a 56K modem. It has a plethora of great modem help, including but not limited to: