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Troubleshooting Progress

45% Complete

STEP 1 of 7:
Reboot computer.

STEP 2 of 7:
Verify account is active.

STEP 3 of 7:
Specify type of problem.


You can use this progress menu to travel to a previous step in the troubleshooting process.

To move forward, answer the question at the bottom of each page.

Step 3: Specify which type of problem you are having.

Based on your feedback, we need to know which type of connection problem you are having so we can point you in the right direction.

OPTION 1: Unable to Connect To the Service

There are some configuration problems which may prevent your computer from establishing a connection to the service. One or more of the following symptoms may occur:

  • You hear the computer dialing and trying to connect, but you never get an Internet connection on your computer.
  • You hear odd sounds or a voice through your computer's modem when you try to connect.
  • You receive an error message stating your user name or password is incorrect.
  • You get an error message stating something is not configured properly.
  • You get an error message stating that there is no dial tone.

OPTION 2: Unable to Maintain a STEADY Connection To the Service

There are some problems which allow you to get connected, but the connection fails after a short period of time. One or more of the following symptoms may occur:

  • You frequently receive an error message that the connection has been lost after only a short period of time, and your computer tries to reconnect.

  • You are able to browse web pages for a few minutes, but after a short period of time, you don't seem to be able to "go anywhere."

  • Your download speed seems to decrease gradually, to the point where viewing web pages or downloading email seems to take a very long time.

  • Every time you check your email, the computer must redial a connection.

 

Which statement applies best to your situation?

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Option 1: I am unable to connect to the service.

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Option 2: I am unable to maintain a connection to the service.

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