Outlook Express 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.

This becomes particulary confusing if there are no messeges and Outlook Express is set up to check your mail automatically

What happens in this case is that you log onto the TAC system, Outlook Express automatically checks your mail, finds none, then immeadiatly hangs up the connection

In some versions of Outlook Express the question "hang up after checking mail" is asked every time you check your mail, so, there is no special knowledge required to enable the setting hence anyone that uses the internet in your household could put the setting "on" without the knowledge of the over members of the household (and without knowing the consequences themselves)

Frankly this is just bad design by Microsoft and the source of many unpleasent headaches

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 and tick “Ask before switiching connections”.

The TAC service will automatically disconnect users if they have been idle (that is, if there has been no data uploaded or downloaded via the modem) for 10 minutes.

This is not really a problem, as such, it is a setting on our server that some are not aware of or forget thats there, its a safety mechanism designed to protect users against incurring large bills in the event that they accidentally leave themselves logged on.

This setting can be "got around" if you wish.

You need to set up Outlook Express to automatically check your mail every 5 minutes

Then make sure Outlook Express is started everytime you go on lineSimilarly, Internet Explorer has a setting that if enabled, will automatically disconnect the modem if it detects that your modem has been idle for 20 minutes (This is default setting it can be a different time period).

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.

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.

As an example, I brought one from the Telstra shop at Erina and even asked the question "will it support a modem" "yes yes no problem" was the reply, it didnt, so obviously even Telstra staff are not aware of the problem.

Of course there maybe extention leads sold by these companies that do support a modem i.e. at Dick Smith I know you can buy the proper Telstra cable and plugs etc and make it up yourself however you need to know what your doing or the staff member has to have the knowledge to inform you

The problem with these thin, flat premade cables is the data jumps between the lines and causes a fault called crosstalk, if this happens your modem will immeadiatly "hang up"

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.

If you have to have an extension either get Telstra to install a jack closer to the computer or talk to us, or someone you think has an understanding of the issue, and get a cable made up using the proper components

When Telstra hasn't got enough lines in an area to service the required customers (and that seems to be all areas on the Central Coast) they use a system called "pair gain". This system allows Telstra to take one line and split it into usually 2 or 4 lines.
The effect on voice communication is negligible as telephone conversations only transmit at 2kHz (thats 2000 cylcles/second) or there about, but a modem needs at least 28kHz and would like 56kH.
Considering that can be difficult to obtain on a single line, there is practically no hope of getting a decent modem connection if you are on a "pair gain system"
A similar although not as bad effect occurs if you are on a "rim server"
"rim servers" are those big green Telstra boxes you see on the footpaths. They act like a mini exchange but the problem is they preform another digital to analoge conversion, or as one Telstra Technician explained to me "some phase shifting" whatever they do the result is awfully slow modem connections and sometimes dropouts.
Sometimes customers report they have been having no problems and suddenly they start getting disconnections and low modem speeds because they have been changed to a "pair gain system" or "rim server".
The first thing to do is find out if you are on a "pair gain system" OR a "rim server" all you have to do is ring Telstra and ask them, usually they will just say yes or no, but sometimes and I think this is just the operator, they will hedge around and suggest you lower your modem speed.
In any case this is about the only solution - lower your modem speed - in some cases down to 19kHz.
Of course the ideal solution would be to get off "pair gain" or "rim server" and this can be achieved if there are copper pairs availabe you can of course complain to your local member which is not a bad idea considering country services have to be good enough before Telstra can be sold and if your local member is not aware of the problem then its to late after Telstra is sold.
We have also had success, as far as disconnections are concerned, by changing an internal modem to a good quality external modem.
Internal modems work well enough if you have a good line but have troubles when your line is degraded.

Note PABX users may need to dial 0 in front of the pop number to access outside lines .

To disable call waiting, plug a standard telephone handset into the telephone line used by your modem and dial #43# on the handset (be sure to unplug the telephone handset before connecting). To re-enable call waiting, dial *43#.

Telstra recommends that you move your mobile phone away from your modem, preferably into another room, while you are online to avoid interference.

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).

You can report line problems 24 hours a day, seven days a week by calling one of the following numbers: 13 2203 (residential services) or 13 2999 (small business services).

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.

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. Telstra accepts no liability for any loss or damage which may be caused by you performing any of the following these procedures on your modem.

1. Double-click the My Computer desktop icon.
2. Double-click the Dial-Up Networking icon.
3. Right-click the TAC 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).

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:

a) To set the modem to factory default:

at&fx3%c0

Tip: 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 could install the default Windows 95/98 ‘universal’ modem driver (which could work with some modems).

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.

If you are running Windows 95, you should download and install the Windows Dial-Up Networking update, which will protect your PC from these types of attacks. Windows 98 already incorporates these upgrades.

The upgrade can be located at:

http://www.microsoft.com/windows95/downloads/contents/wurecommended/s_wunetworking/dun13win95/default.asp