This page covers some of the most common causes of dropouts. They are generally some of the easiest problems to fix as well, and for most of the solutions, you do not even need to switch your computer on! Here we are mainly looking at physical connection issues within your home.

Call Waiting

Info: One of the most common causes of dropouts is the call waiting feature that comes standard with most phone lines. This occurs when beeps that indicate that another call is waiting disrupt the modem's signal and cause it to drop out. If you only have the one phone line, or have recently had a line installed, this is likely to cause you problems.
Solution: Disable call waiting. If you have a Telstra line, pick up your phone and dial #43# (hash four three hash) to turn it off. If you wish to turn it back on, dial *43# (star four three hash). Note that you cannot use the Dialing properties feature of Windows to do this. If you have an Optus line, you need to call Optus so that they can disable it for you.
You can also do this on a per call basis in most areas. For Telstra lines, add *44,, (star four four comma comma) before the dialin number, or #87,, (hash eight seven comma comma) for Optus lines. Note that this does not work on all exchanges - check with your phone provider if you are unsure. On most Windows machines, you can do this by going to My Computer -> Dial-up Networking or Start -> Settings -> Network and Dial-up Connections. Click with the right mouse button on your Alphalink connection and choose Properties. Change the phone number field as required. For example, for a member with a Telstra line, you would enter: *44,,0198 308 800

Other devices on the line

Info: Having more than one device on the phone line is another common cause of dropouts, particularly for members that only have one phone line. Some phones and fax machines can cause interference if they are attached to the line while the modem is connected. Common culprits are some models of the Telstra Touchfone (such as the T200), which draw current from the line every 20 minutes, usually causing a dropout. Any other phone that does not have an external power supply will probably do the same. Some fax machines send a signal down the line every 5 to 10 minutes, which can cause disconnections, as can security or alarm systems that use a phone line to transmit data regularly. In some cases, even just having more than one other device connected can cause problems.
Solution: Disconnect every other device (phones, faxes, etc) from the line. Dial in and see how you go. If the problem stops, you have found the cause. If you like, you can gradually add devices back to the line to see if you can nail down exactly which one is causing the problem. If you find that you are still getting dropouts, but less frequently, continue disconnecting the devices each time you dial in, and keep working through the guide. For a more permanent solution, you can have an extra line installed by your line provider for modem use only. This also eliminates the problem of tying up your line while you are connected. Alternatively, talk to your line provider or an Austel approved technician about getting a Mode 3 socket installed, which automatically disconnects other devices when you connect.

Extension cords

Info: A lot of homes have a lack of phone points, so extension cords are used to connect devices that need to be far away from a point. Extension cords work ok for voice calls, but can cause all sorts of problems for modem connections. Basically, extension cords (even high quality ones) act like a big aerial and are very good at attracting interference. The longer the cord, the more interference you are likely to get. The modem has trouble getting its signal through the interference, often causing dropouts. Extension cords are often also the victims of being stepped on, rolled over, crushed in doors and so on, which does not help at all.
Solution: Get rid of the extension cord! You can test this by moving the computer and plugging it directly into the phone point. If it works fine, you need to find a more permanent solution to replace your extension cord. Talk to your line provider or an Austel approved technician about getting an extra point installed so that the modem can be connected directly. The cheaper option is to move the computer close to a phone point.

Double adapters

Info: Many people often have a need to connect several devices to one phone point. Double adapters for phone lines can cause problems by attracting interference. This is another place where connection points can get dirty, break or corrode (see below), and as such are best avoided.
Solution: As for extension cords or other devices - either unplug the adapter and plug the modem directly into the point, or get another point installed.

Connection points and cords

Info: One very common, but often overlooked cause of dropouts is dirty, corroded or broken connection points and cords. These can cause problems by interfering with the modem's signal, particularly if they move at all during the connection (eg. if you step on the cable or move the computer table slightly).
Solution: Check your phone point for corrosion, dirt or mould. Dirt can usually be wiped away easily. Corrosion or breaks in the point should be immediately referred to your line provider for repair.
You should also check both ends of your modem's phone cord. Any dirt can usually be blown or wiped off. A loose or broken plug on either end will cause problems, as will corroded plugs. If this is the case, replace the cord. New cords can usually be bought at your local hardware or computer store. Also check the whole length of the cord for any breaks, signs of damage or places where it has been bent sharply (cords should not be bent further than 90°). If there is any sign of this kind of damage, replace the cord.
If you have an external modem (ie. the phone line does not plug directly into the back of your computer), check the serial cable between the modem and the computer. This is a thicker cable, usually grey or cream colored, and needs to be checked in the same way as the phone cord. Check for bent pins on the connectors at each end of the cable as well. The serial ports on the modem and the computer also need to be checked in the same way as the phone points. If the serial port on the modem is broken in any way, contact your modem manufacturer for assistance. If the port on your computer is broken, have a technician or knowledgeable friend take a look at your system.
In both cases, make sure that the cables are plugged in securely at both ends. With external modems, you can usually screw the serial cable in to the port, so do this if possible to make sure it does not come loose.

Interference-causing devices

Info: A lot of devices that people have in homes can interfere with the modem's signal. Such devices include: mobile phones, speaker systems (especially sub-woofers), fluorescent lights or bulbs, halogen lamps, fans, pool filters, any form of generator or transformer, and even hairdriers. Basically anything that emits RF (radio frequency) or EM (electro-magnetic) signals without proper shielding can cause problems.
Solution: In general, keep these devices completely away from the computer, or have them switched off, whilst you are connected. Mobile phones and fluorescent lighting are particularly problematic. Leave your mobile phone across the other side of the room and replace any fluorescent lights where possible with a standard globe or keep them switched off! Be aware of any old appliances in the room as well as these are often not very well shielded and can cause interference.

Outlook Express

Info: If you use Outlook Express as your mail program, it may be set to hangup your connection after checking for mail. As OE usually checks for mail when it starts, this can cause problems. Luckily, it is easily fixed.
Solution: Refer to our instructions on fixing hangups on the Configuring Outlook Express section of our Online Help.

Disconnect when idle

Info: Internet Explorer has a feature that will drop your connection if you haven't been using it for a certain amount of time. It is not always 100% accurate, so it is probably a good idea to make sure it is turned off.
Solution: These instructions apply to IE 5 and 6. If you are still using IE4, you may consider upgrading to a newer version at http://windowsupdate.microsoft.com.

• Go to the Start menu and choose Settings, then click on Control Panel
• Double-click on Internet Options
• Click on the Connection tab
• Click on the Alphalink connection you are using under Dial-up Settings, then click the Settings button
• Under Dial-up Settings, click the Advanced button
• Make sure that "Disconnect if idle for xx minutes" is NOT ticked
• Make sure that "Disconnect when the connection may no longer be needed" is NOT ticked
• Then click OK, OK again, and OK once more.

You have now covered most of the basic issues that can cause dropouts so hopefully you have seen some improvement in your connection. If, however, you are still experiencing problems please work you way through the next section of the guide, Modem Configuration Issues.