Dial-Up Internet Troubleshooting

1. Error 691 message
2. Random disconnects
3. No dial tone error
4. Connecting at a low baud rate (eg, 14400 bps, 28800 bps)
5. Slow Internet connection
6. Able to connect but cannot surf or check email
7. I still need help!

Problem: Error 691: Access was denied because the user name and/or password was invalid on the domain.

Possible Solution(s):

1. Your username and/or password has been entered in capitals. Please enter your username in small letters.
2. You have entered "yourusername@vianet.ca" in the username field. This should be entered as "yourusername". (excluding the quotes)

Problem: Random disconnects.

Possible Solution(s):

1. Splitters, phone cord extensions, surge suppressors, fax machines, and other telephony equipment have been known to cause random disconnects. Try unplugging these items and reconnect to the Internet.
2. Your email client (eg, Outlook Express) is set to hang up after sending and receiving or it cannot find a valid connection name. Please click here for steps on how to correct this problem.
3. Your web browser (eg, Internet Explorer) is set to "Disconnect when connection may no longer be needed" or "Disconnect if idle for 20 minutes". To disable this feature:

Open Internet Explorer. Select the Tools menu and click on Internet Options. Click the Connections tab at the top. Click the Settings button located on the right hand side. Click the Advanced button located near the bottom right hand corner. Remove the bottom two checkmarks. Keep clicking OK until the only remaining window open is Internet Explorer. Reconnect to the Internet.

4. Insert the letter "P" (excluding the quotes) at the beginning of the phone number you are dialing. This will force the modem to pulse-dial.
5. Call waiting is enabled on your phone line. To disable call waiting when you are online:

Problem: No dial tone error. (Error 680)

Possible Solution(s):

1. Check all the phones in your home for a dial tone. A receiver may have been left off the hook or there may be a problem with your phone service.
2. Check the phone cord. It may be faulty or unplugged.
3. The phone cord is plugged into the wrong port on the modem. Make sure the phone cord is plugged into the modems line jack (often labeled "line in") not phone or the jack with the picture of a phone.
4. Unplug any splitters, phone cord extensions, surge suppressors, fax machines and other telephony equipment.
5. Disable wait for dial tone before dialing:

Problem: Connecting at a low baud rate. (eg, 14400 bps, 28800 bps)

Possible Solution(s):

1. Try an alternate dial-up number.
2. Upgrade your modem drivers or try an initialization string.
3. Reduce the port speed on your modem:

Windows XP Click on Start and select Control Panel or Start, Settings and Control Panel. Click on Printers and Other Hardware. (Skip this step if you are in classic view) Click on the Phone and Modem Options icon. Click on the Modems tab at the top. Click the Properties button on the bottom right hand corner. Click on the Modem tab at the top. Left click on the number value located under Maximum Port Speed and set it to 57600 or 38400. Click OK at the bottom and OK once again. Close the Control Panel. Windows 2000 Click on Start, point to Settings and select Control Panel. Double click on the Phone and Modems icon. Click on the Modems tab at the top. Click the Properties button on the bottom right hand corner. Left click on the number value located under Maximum Port Speed and set it to 57600 or 38400. Click OK at the bottom and OK once again. Close the Control Panel. Windows 95/98/ME Click on Start, point to Settings and select Control Panel. Click on view all control panel options. (Windows ME only) Double click on the Modems icon. Click the Properties button on the bottom right hand corner. Left click on the number value located under Maximum speed and set it to 57600 or 38400. Click OK at the bottom and OK once again. Close the Control Panel.

4. Unplug any splitters, phone cord extensions, surge suppressors, fax machines and other telephony equipment that may be creating line-noise. Click here for instructions on how to test for line-noise.
5. Try another phone jack.

Problem: Slow Internet connection.

Possible Solution(s):

1. Disable or uninstall any file sharing programs such as Kazaa or WinMX.
2. Disable or uninstall any Internet connection software. (Download accelerators, Internet accelerators etc.)
3. Disable or uninstall any Internet sharing software.
4. Scan your system for spyware or viruses.
5. Try an alternate dial-up number.
6. Upgrade your modem drivers or try an initialization string.

Problem: Able to connect but cannot surf or check email.

Possible Solution(s):

1. Disable or uninstall any Internet connection software. (Download accelerators, Internet accelerators etc.)
2. Disable or uninstall any Internet sharing software.
3. Scan your system for spyware or viruses.
4. Disable any firewall software. (Zone Alarm, Norton Internet Security, McAfee Firewall etc.)

Problem: I still need help!

Solution:

Please fill out our Online Support Form or contact Vianet Technical Support at 1-800-788-0363.