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MODEM & NETWORK PROBLEMS FAQ
We have listed below some of the more common problems associated with modems. If you have a problem or concern that is not listed be sure to contact Technical Support.
Click on the link below for more information.
Are you using a 56k Modem?
Are you getting noise on the phone line?
Are you getting noise from the monitor?
Do you have a faulty modem?
Does the modem hang up after being connected for x minutes?
Do you have a faulty phone line?
Why do I keep getting a busy signal when I dial in? If you are unable to connect with us at any time it more than likely suggests that you have a problem with your modem. Our dial in ports along with our entire network is monitored 24 hours a day 7 days a week so we are always aware of what is happening on our network.
Other reasons you may get a busy signal are:
- Because you're ringing an incorrect number
- Faulty line
- Busy exchange
- There may be call restrictions placed on your phone such as a ban on 1800 numbers that would interfere with the 1832 dialling prefix
- Also check that there are no extra numbers or spaces inserted at the beginning or end of the number
The correct connection numbers are:
| Access Number |
| Australia wide |
0198333030 |
Please be aware that you must check that the number you select will allow you to dial in for the cost of a local call. To be completely sure you must contact your telephone carrier and verify that it is a local call from the phone you are connecting from. You should be aware that Integrity Network Solutions will not be held liable for your call charges in the event that you are charged for STD or timed rates.
Why does the number I call ring out?
In most cases, if your call is ringing out you will find you are either calling the wrong number, the telephone line is not connected or you are experiencing modem problems. Please contact Technical Support.
How do I stop the pre-dial terminal window from coming up?
To remove a pre-dial terminal (in Windows 95/98):
Double Click My Computer
Double Click Dial-Up Networking
Right Click the Integrity Internet Icon
Left Click on Properties
Click on the Configure Button (it could also be a tab)
Click on the Options Tab
Remove the tick in the box that says Bring up a terminal window before dialling
Click OK
Close the Dial-Up Networking Window
Why do I get a "no dial tone" error when I try to connect?
Check that the modem is plugged in and connected properly. Try plugging a handset into the same line and ensure that you can get a dial tone. If you can get a dial tone and everything is connected properly, it may be that your modem can't detect the dial tone even though it is connected properly to the phone line. To force the modem to dial without waiting to hear the dial tone you need to enter an X3 initialisation string. If this does not work the modem may have been affected by a surge on the telephone line after a storm. You should always unplug the modem in a storm to avoid this problem.
Why do I get a "no carrier" error when I try to connect?
A no carrier message indicates that the modem is not connected to the phone line correctly. If you get this error message check your connections to make sure nothing is loose.
Why can I hear my modem making noises (handshaking) but it doesn't connect?
The reason for an incomplete handshake is some kind of communication problem between the two modems. This can occur for a number of reasons. One of the most common reasons for an incomplete handshake is that the drivers or firmware for the modem need updating. You can get the current drivers and firmware for your modem by contacting the Modem Manufacturer. If you suspect that your Modem Driver may be the problem, you can try using a standard driver.
To install a different driver on Windows NT/98/95:
Open the Control Panel (Click on theStart button then Settings then select Control Panel)
Double click on Modems
Click on Add
Place a tick in the box Don't detect my modem; I'll select it from a list
Select a Standard Modems
Click Next
Select the appropriate Communications Port for your modem.
Click on Next
Click Finish
Why am I getting an authentication error?
An authentication error occurs because the Username, Password or Telephone Number you have entered do not match with those recorded on our server. Since they do not match the Server rejects access resulting in an authentication error. The most common reason for this is incorrect entry of user details. The server is case sensitive so it is very important that you enter your details in lower case. Make sure that you enter your username and not your email address for the Username.
Why can I connect but am not able to go any further?
Firstly, check that you have no outstanding overdue account balances in the Customer Login area of out website as this will allow you to connect but view no other web pages but Integrity.Click here.
There are a few things you need to check which are as follows:
Check that you have the correct Dial-up Networking Settings. To find out how to change these Click Here and select your Operating System. If you are unable to open web pages you may have proxies enabled. Disable proxies and see if this fixes the problem. To disable your proxy settings Click Here.
If you are still having problems with browsing AND with email it may be that you need to re-install Dial-Up Networking (this applies to Windows 95/98).
Why does my connection keep dropping out?
There are several reasons for disconnections and we have addressed each one at length on the Disconnections page. Click here. Alternatively, you can try getting the latest drivers and firmware for your Modem. To get the details of your Modem Manufacturer Click Here. Sometimes an initialisation string is necessary. Commands that may be useful are: %E2, N3, %C0 and S91=13.
What is an initialisation string?
An initialisation string is a set of commands sent to your modem to configure it so that it operates in a particular way. An initialisation string can in some instances help you overcome connection difficulties.
More information on modems and initialisation strings can be found at:
www.mrmodem.com
www.modemhelp.org
www.modemhelp.net
To enter an initialisation string for Windows NT, 98 & 95:
Double Click on My Computer
Double Click on Control Panel
Double Click on Modems
Click on Properties
Click on the Connection Tab
Click on the Advanced Tab
In the extra settings box type your initialisation string.
To view a list of known initialisation strings Click Here.
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