General Dial-up questions and problems

1.1 My modem dials in, but my computer says the login failed and to check my username and password.

Your username and password.
The most common problem that users have with logging in is entering an invalid username and/or password. Your username and password are case sensitive! Please note that all usernames are typed in lower case. If you have even one character of the wrong case, your login will fail. Check your Caps Lock key.

Your username is the part of your email address before the @ sign, so do not use your full email address as the username. If your username is joeuser then enter just joeuser in the username field (or Connect To window).

Please note that just because Windows says to check your username and password that you've entered, it really doesn't mean that you entered them incorrectly. Sometimes the error that Windows gives you can be ignored. Windows has a habit of giving inconclusive error messages about logging into your Internet account.

Spaces before or after your username and password.
We've found that the most common problem is accidentally adding a space before or after the username or password. i.e, typing a username like this (quotes added for clarity):

'joeuser '
or
' joeuser'

It's a space, so even if you don't see it, there may be one there.


Check your modem init string.

Many brands of modems are for sale out there, and generally most will do just fine with default settings. Many, however, need some special initialization string to work properly. For info on settings that may improve performance, please view the documentation that came with your particular brand.

For most modems,
AT&F1 sets the modem to run at it's default settings.


Changing the modem init string.

Windows9x users can follow these steps:

Double-click My Computer, then Dial-up Networking. Find the icon for your connection to Niagara Internet. Right-click on that icon and choose Properties from the pop-up window. Next click Configure below the listing for your modem. Click the Connection tab, then click on the Advanced button. You'll see a text box for Extra Settings. Enter the init string for the modem there. Click OK until you return to your Win9x desktop.


Disabling software compression.

Many Windows users can solve their connection problems by disabling software compression. Windows9x users can follow these steps:

1. Double-click My Computer.

2. Double-click Dial-up Networking.

3. Right-click on the Niagara Internet (Niagara Internet if applicable) icon and choose Properties.

4. Press the Server Types button (some versions of Windows may have a tab in place of the button).

5. Uncheck the box next to Enable Software Compression.

6. Click OK until you return to your Win9x desktop.

Lower the Com port speed.

Sometimes a user's hardware isn't able to handle the throughput that new modems can deliver. Occasionally it's the phone lines that choke. Lowering the Com port speed can help.


Lower the modem connection speed.

Sometimes a user's hardware isn't able to handle the throughput that new modems can deliver. Occasionally it's the phone lines that choke. Lowering the communication rate can help.


Remove unnecessary network drivers.

Open the Control Panel and double-click on the Network icon. There are only two drivers that you need to maintain a dialup Internet connection. extraneous drivers can cause trouble logging onto Niagara Internet (Niagara Internet). Try removing everything there except:

• Client for Microsoft Networks (not necessary, but see Can't Save My Password below).

• Dial-up Adapter

• TCP/IP (or TCP/IP Dialup Adapter)

All other drivers may be removed, unless you are on a LAN or network that needs to have these drivers present.


Make sure you have the proper network drivers installed.

Win9x users must have both TCP/IP and Dialup Adapter drivers installed to dial in to Niagara Internet (Niagara Internet). If your computer came with Win9x already installed, you're probably okay. If you upgraded from a previous version of Windows, you may not have installed all required software.


Remove third-party Windows sockets and networking files, such as AOL.

If you previously installed software for an online service such as AOL, then you may run into problems connecting to an Internet Service Provider.

Remove the AOL software and check the file:

c:\autoexec.bat

to make sure that it does not have

c:\AOL30 (or another version)

in the PATH statement.

Do a search on your hard drive for all files which contain the string winsock and delete or rename them. DO NOT DELETE any residing in your windows directory.

If you wish to continue using your AOL account, then try just removing the PATH statement as mentioned above and do not delete all other winsock files.


Replace your WINMODEM.

What is a WinModem?Software-based modems (they are often called Soft modems) use fewer chips than more expensive modems. Software does the work normally done by the missing chips and the load falls on the computer's main processor (CPU).

Modems consist of two major components:

A Datapump: Performs the basic modulation/demodulation tasks for which modems are named.
A Controller: Provides the modem's identity: this is where the protocols for hardware error correction, hardware data compression, and basic modulation protocols (such as V.34, x2, K56flex, or V.90) exist. The controller is also what interprets AT commands.

Most modems implement both features in hardware, as chips inside the modem.

A controllerless modem, such as a WinModem, still has a hardware datapump, but software implements the controller function.


Why winmodems sometimes don't work.

Winmodems are designed to to talk to other winmodems. Essentially, Windows to Windows gaming is your thing, have a blast! If you also want to get onto the Internet (which means connecting to a non-windows machine), use DOS applications, talk to Macintosh, OS/2 or UNIX boxes, sorry. Typical behavior is for the winmodems to work at first, perhaps one day, maybe six months then inexplicably fail. In most cases, DOS programmers do not support winmodems and many ISPs do not as well. The reason, support cannot be guaranteed for modems bound to fail.


How did I end up with a WinModem?

I didn't ask for one.Computer manufacturers and many local resellers will sell a new computer with a WinModem and not explain to the customer exactly what they are getting. The big reason is that they are inexpensive, which lowers the cost of the whole system. Many of our users who've had chronic connection difficulties have returned their computer and asked for a real modem (after our urging) and found their problem has suddenly vanished.

If you are going to get a winmodem, then try to get a Lucent-based LT winmodem or a 3Com/USR model.

For maximum performance, we recommend:
3Com/USR 56K Faxmodems or 3Com/USR Courier V.Everything modems.


Updating winmodem drivers.

If you have a winmodem, it uses software drivers. Updating those drivers can sometimes gain a marked improvement in performance.

If you aren't very experienced with computers, we recommend hiring a technician to do these upgrades for you. Call us and we can recommend someone.
 

1.2 I believe I have everything set up, but why isn't my modem dialing?

If you have an external modem double-check that it is actually connected by a serial cable to your computer and to a line which leads to a phone jack.

Make sure the phone jack works.

Make sure that your modem is set to the correct Windows COM port. Win9x users need to look in the Control Panel.

1.3 My modem has dialed in, and I see a window on my screen that says I'm connected...but nothing is happening. Where's the Internet?

Cool! You are on the Internet.

Many new users are former online service customers (AOL, CompuServe, Prodigy, etc), and are confused when they login and don't see something flashy on their screen.

If your modem dials and your software says you're connected, you are indeed already on the Internet. Now it's a matter of starting the software that lets you connect to sites on the web, or to check your email, etc.

So if you are connected successfully, try opening your web browser or email software. Perhaps you already have a shortcut to your web browser on your desktop. If so, double-click it and see what happens.
 

1.4 Why do I keep getting disconnected?

There are many reasons your modem will disconnect. The main culprit is phone line noise. Don't hear any noise? That doesn't mean anything, unfortunately, since voice calls may sound clear enough, but data calls, where the line is being stressed more, can be severely degraded due to chronic noise or bursts of noise in the line. All analog phone lines have noise, which isn't necessarily audible sound, it's just that some people are unlucky and end up with more noise than is normal.

If you live in a location outside of our dial-up area, line noise is almost always the culprit due to the poor quality of lines Sprint maintains here in eastern North Carolina.

The cause of frequent disconnection can also often be traced to the modem being used; as mentioned above some modems just don't cut it.

The two best ways to aid in getting better connections are to lower your connection speed and to find a better init string for your modem.

See Winmodems and Modem Init Strings.

If all else fails, you should call and speak to a technician since there are so many things that can cause disconnects.
 

1.5 I'm using Windows, and I can't save my password. The Save Password check box is grayed out.

In order for you to be able to save your password, you need to install the Client For Microsoft Networks. Open the Control Panel, double-click on Network, click Add, double-click Clients, click on Microsoft then choose Client For Microsoft Networks in the right-hand side of the window. Make sure to have your Windows CD-ROM handy if needed.
 

1.6 I use Windows, and when I open my web browser, it doesn't connect me to Niagara Internet any longer.

This can start happening if you were online and the power to the computer was lost suddenly. Windows decides to forget that you need to be connected to your Internet account to browse the web.

This problem should be fixed by logging into your account and then logging out normally. If that doesn't fix it, you may need to login manually by opening the dialup networking connection yourself (My Computer->Dialup Networking->Niagara Internet).

We get numerous calls about this after thunderstorms--which is why it's a good idea to shut down the computer for the duration of the storm, unless you have an Uninterruptable Power Supply (UPS). This will also save you thousands of dollars in the event of a lightning strike nearby.

You may also want to right-click on the icon labeled The Internet on your desktop, then choose properties. Click the Connection tab and check the box next to Login to the Internet as needed. Choose the connection to Niagara Internet from the drop-down list in the same window. If you don't have an icon named The Internet on your desktop try looking in the Control Panel.
 

1.7 After my modem dials, I hear a Sprint recording. I can't even connect to Niagara Internet.

You are almost certainly dialing our phone number prefixed with 1-252. You can't dial a local number like a long-distance one. In the Connect To window, look closely at the number. If you see 1-252 or just 252, then the connection is misconfigured.

To fix this, click the Dial Properties button from the Connect To and find near the top of the window the text area asking for your area code. Make sure that 252 is entered as your area code. Click OK and the phone number should be fixed.

In addition, if you don't have call waiting on the line you are using to dial out, make sure you aren't dialing *70 before our phone number.
 

1.8 What's the best way to solve connection problems with Windows?

Quick answer: reboot the computer.

This solves the vast majority of problems with logging in, connecting to web sites, sending and receiving email, etc. This is due to bugs in the Windows networking code. In general, the longer the computer has been on, the less Windows behaves.
 

1.9 Something just isn't working right! Your network must be messed up.

Any unexpected down time will be explained on our web site or via a mail bulletin to all users. Though anything is possible, such down times are a very rare problem here at Niagara Internet.

 

1.10 I have this really fast modem. How come my connection speed is so low?

The biggest obstacle to overcome with dialup internet connections is the quality of the phone lines and telephone network. Many people in the area are blessed with relatively clean telephone connections. Some are not. It's important to note that even though you don't hear static when making voice calls, your line may still be noisy.

When two modems are connected together (i.e. yours and one of ours), they keep a carrier signal going the entire time. That, along with the burden of any actual data passing back and forth, puts much more stress on a phone line then a normal voice call. A poor-quality line will cause disconnects and a slow baud rate.

Your modem and our modem will connect at the fastest speed allowable. If you connect at a slower speed, but usually attain higher, try hanging up and dialing again; every time you make a call it's routed a bit differently, so you may have better luck with the next call.

If, on the other hand, you consistently connect at sub-optimal speeds, you may wish to call Sprint. They may brush you off since they only guarantee 9600 baud, but they also may be able to isolate where in your phone line the problem lies that is causing excessive noise.

See also the next section, especially if you consistently see 26,400 baud connections with 56K, 33,600 or 28,800 baud modems.
 

1.11 Every time I login, I ALWAYS get 26,400 baud.

Sometimes phone companies will take shortcuts when adding new lines to an existing building or home (surprised?). What they will do is, instead of adding another line by running more copper, they will take an existing 56K-capable line and will use a pair gain box to split the bandwidth into two channels. Viola, you have two phone lines.

The result? The maximum speed you'll ever see on that line is 26,400 baud.

This is called MUXING (multiplexing). If you are having an additional phone line installed, ask Sprint to not MUX it. Perhaps they will comply--we're not certain if they will or not (your report to us on success/failure would be welcome). It's important to note that Sprint is perfectly within the law to MUX a phone line.
 

1.12 I have a 56K modem. How come I can only get 33,600 baud?

A 56K connection requires special digital modems at the ISP. In addition, the ISP-side of the phone lines are required to be all digital (the only analog portion allowed is between you and the phone company central office).
 

1.13 I have a 56K modem and am dialing your 56K number, but I'm not getting anywhere close to the fastest speed of my modem.

The FCC limits speed to 53K due to voltage restrictions in the telephone network. In most areas, the maximum speed you'll get is between 42-49K. This is due to the general quality of the telephone network in eastern North Carolina.

1.14 How do I change the phone number I'm dialing? Every time I change it in the Connect To window it reverts to the old number.

You need to modify the properties of the connection. Double-click on My Computer, then double-click on Dialup Networking. Find the icon for your connection to Niagara Internet (Niagara Internet), right-click on it then choose Properties from the pop-up window. You'll see the phone number near the top of the properties window.