Dialup support

Slow connection
The speed that you connect to our service greatly depends on the quality of your actual phone lines and the type of modem that you use. If there is alot of line interference, you may not connect at the full 56.6Kbps speed. If you have the wrong software drivers installed for your modem, it may not be performing at it's true potential either (see more below).

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Line Dropouts
The first and most simple thing to check and fix if you are experiencing dropouts regularly is call waiting. If you have call waiting (which many people in fact do without realising it, as it is now a free service which may have been added to your phone service whether you have asked for it or not) and it is switched on, different modems can react to an incoming call in different ways depending on the circumstances.

Solution: To switch off call waiting, pick up the handset on your phone and dial #43#. You will received a message saying that call waiting is off (if you have it) and you can then hang up. To switch call waiting back on when you are finished with your modem, pick up the phone and dial *43#. You should received a message saying call waiting is on.

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Modem Drivers
With modern operating systems you are required to use a modem driver which tells your computer how best to communicate with your modem. The operating system will probably come with built in standard modem drivers as well as drivers for many different makes and models of modems.

A lot of modems available on the retail market come with a driver set for each operating system on either CD or Floppy disk. These drivers are the ones you will have best results with. If you are having the problem with the drivers from the CD, you can usually get the latest drivers from the manufacturers website.

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No Dial tone
The no dial tone error message usually indicates that the modem has not found a phone line to dial out with. Check to insure the phone line is connected to the modem securely and is in the right socket.

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Modem Not Found
This usually means your operating system cannot find your modem to dial out with. You will need to insure that you have correctly installed the software drivers, or if it is a USB modem to insure it is plugged into the computer.

Broadband support

What is Line Sync?
Line Syncronisation refers to the ADSL service physically working on the phone line. You will know you have Line Sync when the ADSL and/or PPP status light on your modem is on. If it is blinking, this usually means the modem cannot gain line sync.

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I cannot get Line Sync..
You will only be able to get line sync if your ADSL service has been activated.

Check that the phone line filter isn't connected to the ADSL modem.

Try restarting your modem. If your modem has an On/Off or Power button, use that button to restart the modem.

Try restarting your computer.

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I can get Line Sync, but it is inconsistent..
Check to see you've installed the correct drivers with the modem.

Check to see the phone-line is plugged in correctly at both ends.

You could be getting interference from other devices on the phone line, try using a line-filter or unplugging other devices.

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I have Line Sync, but I cannot connect..
Ensure you are using the correct username and password provided to you.

Check to ensure your network is functioning correctly, this usually involves a green status light.

Try restarting your computer.

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I'm connected, but speeds are very slow..
Check you are connecting at the full speed of your service, for instance - 512Kbps

Some websites and servers may be slow processing your requests, so it may not be your end.

Download speeds in relation to your line speed:

256/64K: 28Kb/s down, 8Kb/s up
512/128K: 55Kb/s down, 15kb/s up
1500/256K: 150Kb/s down, 30Kb/s up

(These speeds are to be used as a guide only)