Home > Tech Support > Knowledgebase > Disconnections

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Problem:
You get disconnected from the Internet intermittently

Discussion:
There are many factors that can cause a modem to disconnect intermittantly from the Internet. These include:

1. A problem with your file system.
2. Software problems with the dial-up adaptor, or TCP/IP stack.
3. Hardware problem with your modem, or a modem(s) in the KELCOM IGS modem rack.
4. A problem with the phone system, or you have Call Waiting.
5. You are the victim of a DoS attack.

The best way to attempt to solve this problem is in a methodical and orderly fashion starting with factor 1 listed above - problem with your file system.

Note: Some of the solutions listed below go beyond the skills of an average user. The solutions are written assuming only average skill with Windows9x. If you are not sure of what you are doing, consult a techncian.

Solution 1 - Checking your file system
There are three steps to checking your file system, scanning your harddrive for errors, defragmenting your file system, and removing unwanted temporary and cached files.

Step 1 is to run a program that will scan your harddrive for errors. There are several programs that you can use, such as Norton Speed Disk. Windows95, 98 and NT come with a program called Scandisk. Scandisk can be found at START - Programs - Accessories - System Tools. If scandisk finds an error that you do not understand, contact the vendor that sold you your computer, or another computer technician.

Step 2 is to defragment the files on your harddrive. Defragmenting means to sort the files on your system. You can use any defragging program you wish, such as Norton Speed Disk. Windows 95, 98 and NT come with a program called Defrag. Defrag can be found at START - Programs - Accessories - System Tools

Step 3 is to remove the temporary files, and cache files on your system. Temporary files are files that programs use when the run. When the program is shut down, sometimes it leaves these temp files on your system. An exess of temp files can cause a lot of problems on a system. To remove the temp files, follow these steps:

- Open Windows Explorer
- Locate the Windows\Temp directory
- Delete all files, including sub-directories, in the temp folder.

Next we should delete all the Internet cache files on your system. This process varies slightly depending on the browser you use.

If you use Netscape Communicator, go to the Edit menu and select Preferences. Click on Advanced and Cache. Click on the "Clear Memory Cache" and "Clear Disk Cache" buttons. Click on OK.

If you use Netscape Navigator, go to the Options menu and select "Network Preferences". Click on the Cache tab and click on "Clear Memory Cache" and "Clear Disk Cache". Click on OK.

If you are using Internet Explorer, go to the View menu and select Options. Locate the Temporary Internet Files section and select "Delete Files".

Try your connection to the Internet. If the connection is stable, you have fixed the problem. If the problem persists, try the next solution.

Solution 2 - Dial-up Adaptor or TCP/IP problems.
The basic method of this solution is to re-install the software related to the dial-up adaptor. The first step is to re-create the dialer. To do this in Windows9x, use the following steps.

- Open My Computer and Dial-up Networking.
- Delete all the icons in the window except for "Make New Connection".
- Open Make New Connection.
- For "Name of Computer" type in Kelcom. Click on Next.
- Type in the phone number for the KELCOM modem pool. If you are an hourly customer, type in 973-4850, or if you are an Unlimited customer type in 973-5591. If you are a Chatham customer, use 352-0095. Click on Next, then click on Finish.

Try the connection. If it is stable, you have solved the problem. If it is not stable, you can try the next step.

The second step is to remove the dial-up-adaptor and TCP/IP stack from your computer and re-install it. If you do not know how to do this, please call our tech support line at (519) 250-5029.

Solution 3 - Checking Hardware
Note: This section is for users with advanced technical knowledge. If you are not sure of what you are doing, do not attempt these solutions or you may damage your computer and void your warranty - Consult a technician.

To make sure your modem is setup and working properly, try the following methods. After each attempt, test your connection to see if it fixed the problem.

- Go to the Modem Properties section of Control Panel. Remove the modem settings and re-install it.
- Open your case and reseat the modem in its slot. Try moving the modem to a different slot.
- Replace the modem.

Solution 4 - Checking the Phone System
Pick up a handset that is on the same line as your modem. If you hear a buzzing sound, or a popping sound, that may be the cause of the disconnects. To determine the cause of the noise, unplug all phone devices in your house, then plug them in one at a time until the noise returns. Replace the device that is causing the noise. If no devices seem to be causing the noise, call Bell Canada at 310-2355 to have a Bell Canada Technician look at your service.

If you have call waiting on your phone, your modem will disconnect when someone calls you. To disable call waiting, use the following steps:

- Go to START - Settings - Control Panel. Open the Modem Icon.
-Click on the Dialing Properties Button.
-Select the option that says "This location has call waiting..." and select "Dial: *70,"
-Click on ok twice.

Solution 5 - DoS attacks
DoS stands for Denial of Service. Sometimes when you are on the Internet, especially on chat networks such as IRC and ICQ, other users may use programs that can disconnect you from the Internet. The only defense you have against these attacks is to ensure that you have the latest patches for your operating system. Patches for Windows operating systems can be found at http://www.microsoft.com/

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