Online South Pacific Disconnections::Fastest and Most Reliable ISP in Papua New Guinea

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Disconnections

1. Other devices sharing the same telephone line
2. Telephone extension cords and adapters
3. Lifting the handset
4. PABX systems
5. Telephone line quality
6. Modem fault
7. Modem settings
8. Maximum speed
9. Data compression
10. Modem initialisation string
11. Modem port speeds
12. Overheating modems
13. Alarm Systems
14. Idle time out
15. Electrical Interference
16. Shared Internet account
17. Modem power supplies
18. Dial-Up Network settings
19. Malicious Internet users
20. Need More Help?

1. Other devices sharing the same telephone line
If another device, such as a telephone, fax or answering machine, is plugged into the telephone line at the same time as the modem, it might interfere with the modem's operation and cause it to disconnect, even if you are not using that device while using your modem. For example, some telecommunication equipment, such as telephones that have built-in 'memories', which draw electrical current from the telephone line in order to recharge their internal batteries. This charging process can cause modems to disconnect. Also, some fax machines will regularly test the telephone line to ensure that it is still operational by sending electrical pulses along it, which may also interfere with modems. To avoid such problems, it is recommended that you unplug all other devices so that the modem has sole use of the telephone line.

2. Telephone extension cords and adapters
Your modem should be plugged directly into the telephone jack. Telephone extension cords and telephone adapters may degrade the quality of the connection, which can result in disconnections.

3. Lifting the handset
If your modem shares a telephone line with a telephone, and someone lifts the telephone handset while you are logged on, the modem connection may be dropped.

4. PABX systems
If you are accessing the Internet from your office, and your office has a number of staff with individual telephone numbers, it is likely that your telephone system uses PABX equipment. PABX equipment is notorious for the problems that it can cause with modem connections. Speak to your office IT manager or your Telikom business representative to arrange a direct telephone line for your modem that bypasses the PABX equipment.

5. Telephone line quality
Telephone lines occasionally experience 'line noise' (crackling static that can be heard in the background during a telephone conversation) which can interfere with modem operations and, in extreme cases, cause the modem to disconnect. Line noise is often caused by corrosion of the copper telephone wiring in your home or office, recent heavy rain or high humidity. To check for the presence of line noise, plug a standard telephone handset into the telephone line used by the modem and make a normal telephone call to a friend. Listen for static during the conversation. Another alternative is to take your PC (or just your modem) to a friend's house and use his/her telephone line to connect to the Internet. If you do not experience the same problems that you experience at home, then you know that it must be a local problem (either with your telephone line or the equipment that you have plugged into it).

6. Modem fault
It may be that the difficulties that you are experiencing have nothing to do with your computer's settings or telephone line - it may be that your modem is faulty or incompatible with Online South Pacific's hardware. The best way to test this is to borrow a friend's modem (preferably one that is a different brand or made by a different manufacturer) and see whether you experience the same problems using this modem. If not, then the problem may be caused by a fault with your modem or an incompatibility.

7. Modem settings
Given the enormous variety of modems available, it is impossible to provide general advice on suitable modem settings for all types and brands of modems. However, below is a collection of some of the most common problems.
Please note that before trying any of these suggestions listed below, you should check the manual supplied with your modem for recommended modem settings and procedures for troubleshooting connection difficulties. You should not to attempt any of the suggestions listed below unless the modem manual endorses such procedures. If you are not sure whether a procedure is endorsed, please contact your modem manufacturer support centre. Online South Pacific accepts no liability for any loss or damage which may be caused by you performing any of the following these procedures on your modem.

8. Maximum speed
For various reasons, some modems do not work well at high speeds. If you configure your modem with a lower maximum speed setting, you may achieve a more reliable and stable Internet connection.
1. Double click the My Computer desktop icon.
2. Double-click the Dial-Up Networking icon.
3. Right-click the Online South Pacific icon and select the Properties option.
4. Click the Configure button.
5. Click the Maximum Speed drop-down menu and select a slower speed setting.
It is recommended that you select a slower speed (such as 19200) and then test your connection. If the disconnections cease, try raising the speed* to the next setting (38400) and test this connection speed for stability. Repeat this with increasingly faster speeds until you find the optimum speed setting. * Modems sold as 56K (V.90, K56Flex and X2) are capable of line speeds up to 52kbit/s, but the Online South Pacific telephone network is designed for voice calls and has a guaranteed data speed of 2.4kbit/s. In practice, most customers achieve modem speeds significantly higher than 2.4kbit/s, but rarely 52kbit/s.

9. Data compression
Some modems use data compression to achieve faster data throughput. However, this may cause instability as it places additional strain on your already overworked modem. Disabling data compression may improve your connection stability.
1. Double-click the My Computer desktop icon.
2. Double-click the Dial-Up Networking icon.
3. Right-click the Online South Pacific icon and select the Properties option.
4. Click the Configure button.
5. Click the Connection tab.
6. Click the Advanced button.
7. Toggle the Compress data option so that the checkbox is not selected.
(If there is no Compress data option, or if it is greyed out, then this feature is not available for your modem).

10. Modem initialisation string
Some modem manuals recommend that you add special modem initialisation (or 'init') strings (a series of numeric commands) to your modem settings in order to improve their efficiency and enhance the stability of online connections. If your manual does not contain instructions for adding modem initialisation strings to your modem configuration, you can follow these steps:
1. Click the Start button
2. Select the Settings option
3. Select the Control Panel option
4. Double-click the Modems icon
5. Click once on the installed modem
6. Click the Properties option
7. Click the Connection tab
8. Click the Advanced button
9. In the long rectangular box labelled 'Extra settings', type in the init string. Finish by clicking 'OK'.
There are numerous resources available on the web for modem init strings. Most are specific to the manufacturer of the device. Generic strings can be used but it is recommended that you use specific drivers. Check the modem documentation, web site or call the manufacturer. The init string will be used on every dial-up networking connection that uses that modem. If you have more than one modem, you will need to repeat the above procedure for all installed modems.

Generic strings:
To set the modem to factory default:
at&fx3%c0

Tip 1: You may also want to try one of these generic init strings: AT&F
AT&F1
AT&F&C1&D2
AT&F1&C1&D2

Tip 2: For K56flex modems, try one of these generic init strings: AT&F+MS=56
AT&F+MS=56S202=32
AT&F1+MS=56
AT&F1+MS=56S202=32

Modem drivers
Modem manufacturers continually tweak and refine their modem software in an effort to ensure the peak performance of their products. You should ensure that you are using the latest driver software for your modem. Most manufacturers make copies of their latest software available for download on their Web sites. As a general rule, the updated software will include a setup program, so installation is simply a matter of downloading the setup software and running it. If your modem manufacturer has not released any new driver software for your modem, or if it does not solve the disconnection problem, you should install the default Windows 95/98 'universal' modem driver (which should work with all modems).

11. Modem port speeds
External modems connect to your computer via one of the communications ports located at the rear of your computer. These communications ports are, in turn, connected to a piece of hardware known as a 'serial card' (although on newer PCs, these are often built into the motherboard). The most recent PCs have high-speed serial cards, specifically designed for use with high-speed modems. Some older PCs, however, have slower serial cards, which can have difficulties keeping up with faster modems. Consequently, if you use a fast 56K modem in conjunction with an older PC, you may experience unstable connections. Consult your sales documentation or speak with the vendor to ascertain what type of serial card your PC has and whether it is suitable for the speed modem that you are using.

12. Overheating modems
External modems can become quite hot during their normal operations. However, if they overheat, they may start to perform erratically. To combat this, place your modem away from your PC, preferably in a well-ventilated area.

13. Alarm Systems
Some home and business alarm systems have a 'back to base' feature, which allows the alarm to be remotely monitored by a security service. Such services make use of your telephone line and may interfere with your modem. If this is the case, try using another telephone line or consult your security service for possible solutions.

14. Idle time out

« Online South Pacific idle timeout settings:
The Online South Pacific service will NEVER automatically disconnect users if they have been 'idle' (that is, if there has been no data uploaded or downloaded via the modem) for a set period of time. We believe it is the customers right to disconnect whenever they choose to. If you would like to avoid accidently leaving your modem dialled up and incurring an unneccesary telephone charge, you may want to set the Software timeout settings following.

« Software timeout settings
Some Internet software will automatically disconnect the modem if it detects that the modem has been idle for a certain period, or after a certain task has been completed. Outlook Express, for example, may be configured to automatically disconnect the modem once it has finished sending and receiving email. If this is the case, it will automatically hang up your modem after you have checked for new email messages.

« To turn this setting off, follow these steps:
Outlook Express v.5
1. Click on the Tools pull-down menu.
2. Select Options to display the Options dialog box.
3. Click on the Connection tab.
4. Ensure that the box titled 'Hang up after sending and receiving' is unchecked

Similarly, Internet Explorer will automatically disconnect the modem if it detects that your modem has been idle for 20 minutes.
You can change this setting by following the same steps:
Internet Explorer v.5
1. Click on the Tools pull-down menu and select Internet Options.
2. Click on the Connections tab.
3. Highlight your modem in the Dialout settings window and then click on the Settings button.
4. Click on the Advanced button.
5. Disable the Disconnect if idle for setting or increase/decrease the setting to suit your needs.
Other Internet software that you install may have similar configuration settings. Be sure to check that they are not activated.

15. Electrical Interference
Electrical appliances located near your modem or modem cable can interfere with your modem, as they may be emitting strong electro-magnetic radiation (EMR). Try moving the electrical appliances away from your modem or switching them off. Known problem equipment includes refrigerators, mobile phone chargers and faulty fans.

16. Shared Internet account
More than one person can dial-up using a single Online South Pacific account at a time however, simultaneously sending and receiving email is not possible. Talk to our sales people about our K44 per year EMAIL ONLY accounts.

17. Modem power supplies
You should only use the power supply provided with your modem by the vendor. Although other power supplies might work, they may cause the modem to act erratically, resulting in lost connections.

18. Dial-Up Network settings
Dial-Up Network settings are a common cause of modem problems. Refer to our Dial-Up Network settings configuration guide for details of the optimum configuration settings for use with the Online South Pacific service.

19. Malicious Internet users
It is possible to 'attack' a person's computer over the Internet, causing either the computer to freeze or the modem to disconnect. Such attacks are rare and infrequent.

20. Need more help?

Send us a detailed email at support@online.net.pg
(Note: If you are receiving an error message, please ensure you give us the EXACT error message. This will help us to help you.)

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