Colorado Valley Internet - http://www.cvtv.net

Troubleshooting Dial-Up Disconnects
You may wish to print this page

Note:  We are phasing out our old 242-1000 number.  If you are still dialing that number please reference the chart below and modify your dialup number:

Colorado Valley Internet Access Numbers

If Your Number Starts With: 

Dial This Number:

242, 247, 249, 263, 562, 561

247-1000
968, 966 Use your current

743

562-1000

378

968-2608

725

263-1000
865

979-968-2608
Toll free without the 1
(361) 798

979-562-1000
Toll free without the 1

Dial-up (56K) access was not designed to be a continual connection such as high-speed DSL.  Our server will disconnect after 15 minutes of inactivity in order to free modems for additional callers. You can tell if there is activity (data flow) by looking at the small connection icon by the time - if there is data flow the icon blinks.

We find that many disconnect issues are traced to users reading and/or writing large email messages past the 15 minute timeout.  This is because there is no data flow until you actually checking for new messages or send messages.

If you have experienced a disconnect problem within a 15 minute period where you had data flow proceed with step 1.

Step 1:  Software Settings

This setting within Internet Explorer is the culprit of many disconnects, especially if you have Windows XP!

First, identify your version of Internet Explorer.  To do this open Internet Explorer and click Help at the top of the screen and About Internet Explorer from the drop down menu.

Perform this fix for your version of Internet Explorer:

Internet Explorer 6

  1. Open Internet Explorer
  2. Go to the Tools menu at the top of the screen and down to Internet Options
  3. Click the Connections tab, click your Dial-Up Networking connection (Internet Provider), and then click Settings.
  4. Under Dial-up Settings, click Advanced. 
  5. Click the Disconnect when connection may no longer be needed check box to de-select it. ie.  Make sure there is no checkmark next to this statement.
  6. Click the Enable Idle Disconnect checkmark box to remove this checkmark.
  7. Click OK, click OK, and then click OK again.

 

Internet Explorer 5, 5.01, 5.01 Service Pack 1, 5.5, Windows 98 Second Edition
  1. Click Start, point to Settings, click Control Panel, and then double-click Internet Options.
  2. Click the Connections tab, click your Dial-Up Networking connection, and then click Settings.
  3. Under Dial-up Settings, click Advanced.
  4. Click the Disconnect when connection may no longer be needed check box  to de-select it. ie.  Make sure there is no checkmark next to this statement.
  5. Click the Enable Idle Disconnect checkmark box to remove this checkmark.
  6. Click OK, click OK, and then click OK again.

 

Internet Explorer 4.0, 4.01, 4.01 Service Pack 1, Windows 98

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Internet.
  3. Click the Connection tab, and then click Settings.
  4. Click the " Disconnect if idle for nn minutes" check box to needed check box  to de-select it. ie.  Make sure there is no checkmark next to this statement.
  5. Click the Enable Idle Disconnect checkmark box to remove this checkmark.
  6. Click OK, and then click OK again.

 

Internet Explorer 3.0, 3.01, and 3.02

  1. Click Start, point to Settings, and then click Control Panel.
  2. Double-click Internet.
  3. Click the Connection tab, click the " Disconnect if idle for n minutes" check box  to de-select it. ie.  Make sure there is no checkmark next to this statement.
Click the Enable Idle Disconnect checkmark box to remove this checkmark.

 
 

Now check for this common setting in Outlook Express (if Outlook Express is the software you use to send and receive email).

Outlook Express and the "Hang up after sending and receiving" setting

  1. Start Outlook Express
  2. Click Tools
  3. Choose Options
  4. Click the Connection tab
  5. Make sure the setting of Hang up after sending and receiving is NOT checked.

 

 

Step 2: Quick Phone Line Check

Noise on a phone line can:

Attach a telephone to the phone line your computer uses to establish the Internet connection.  Pick up the pick up the phone and press any number so that the dial tone disappears.  At this point listen very closely for any type of noise such as static, hissing, humming, popping, neighbors talking in the background, etc.  Any slight noise that you can audibly hear can cause problems with your connection to the Internet.

If you hear any noise on your line please contact your telephone company to report a line problem.  Although Colorado Valley provides your Internet service your telephone company may be Verizon or Southwestern Bell. To report line noise on a phone number provided by Colorado Valley please call 242-5915.

 

A note about connect speeds:  The term 56K refers to the maximum speed capability of a modem, however, you will never connect at 56K.  Many variables affect the speed at which you connect, these variables include your computer's modem, your telephone line, telephone network equipment, and the modem answering your call.  Average connect rates for 56K service range from 24K - 50K depending on the factors above.

 

Bypass surge suppressors:

If you have a surge suppressor that connects between the wall and the computer, try plugging your computer directly into the wall outlet.  It is possible a surge could have damaged the surge suppressor.

An extremely large amount of dust build-up can cause problems at the phone connectors.  Try unplugging and re-connecting your phone line at the computer and wall, or even a new phone cable.

 

 

Step 3: Stabilize Your Connection

Try this modem setting as it may stabilize your connection:  +MS=V90  or  +MS=V34

For help adjusting this modem setting please contact our 24-hour support center at (877) 452-9035 and advise them you are having problems with your Internet connection and you would like them to help you adjust this modem init string.

Windows XP Instructions:

Click Start

Right-click over My Computer and click Properties

Click the Hardware tab

Click the Device Manager button

Press the + in front of Modems. This will show you what type of modem you have.

Double click on your modem listing

Click the Advanced tab.

In the box labeled “Extra initializations command” type in  +MS=V90  and press Apply.

Close all of your boxes and try connecting.

 

Step 4: Modem Update

If the above steps have not corrected your disconnect problems you may need to update your modem's firmware or drivers.  Firmware is basically software that runs your modem's chipset (electronics) on the modem itself.  Drivers identify your hardware to Microsoft Windows so that it can properly use the equipment.

Periodically the manufacturer of your computer or modem will identify "bugs" with the modem and create driver or firmware updates that correct these bugs.  New firmware and/or drivers can be obtained by visiting the website of your modem manufacturer or computer vendor. In some cases updating your modem's firmware or drivers will actually speed up your Internet connection.

If you contact your computer or modem manufacturer for help please advise them that the majority of our modems are the latest V.92 standard.

 

 

Other Considerations

You may have a defective modem.  An intermittent modem will cause problems connecting as well as intermittent disconnects. This may be traced to a past surge over the phone line.  We recommend that you install a surge suppressor that has built-in phone protection for your modem. A surge through you phone line from a lightning strike can destroy your entire computer.

Temporarily unplug all other equipment connected to the telephone line (fax machines, phones) used by your computer to see if they may be interfering with the connection.

If your computer is infected with spyware or a virus you may experience any number of problems.  Please review our Internet Security Information area for more information and where to download free software to correct these problems.

If you are downloading large files from heavily used servers you may experience times of inactivity and have timeouts because that server is processing many downloads at that time.

 

- Network Status -

For current network status, or to report an Internet problem please contact our 24-hour Internet support at toll-free (877) 452-9035.

Our 24-hour Information Line is toll-free (877) 242-1292. A recorded message will deliver status reports on all of our services including Internet and Telephone.