DONOBi Webpage Content

Section: Support

TITLE: Dial-up FAQs Page

CONTENT:

What can I do from my end if I can’t connect to the Internet?

The first thing you should do is shut down your computer, let it sit for 10 seconds, and restart it. If that doesn’t work, you may also want to try dialing into another access number to connect.

Why do I keep getting disconnected from the Internet? Why is my connection slow? Are you dropping my connection to make room for other users?

Typically, these problems are caused by either a modem connectivity problem (communication between our server and your modem), or noise on the phone line that your connection is going across.

To avoid line noise, it is sometimes worthwhile to try a different access number. Also try a different phone cable or wall jack if possible, as both of these can be the cause of a poor connection. If you have your line plugged into a splitter, take it out of the loop.

The next thing you should check is to see if your modem drivers need updated:

Right-click “My Computer”
Click “Properties”
Click on “Device Manager” (or “Hardware”, then “Device Manager”)
Click on the “+” next to “Modems”
Click the modem you are using listed under that

Click on the “Driver” tab and you can see what date your modem driver was made.

If it is older than 6-8 months, you may need to update it (if it is one year old or older, you most likely do need to update it). If this is the case, either contact your computer manufacturer or modem manufacturer to get the latest driver (most can be found on the Internet at your manufacturer’s website).

If the driver is not causing the problem, you probably need to contact your phone provider. Have them check your lines for line noise (from your wall jacks and outside of your house). Line noise not only can make you lose your connection, but can also slow down your connection speed.

On our servers we do have an inactivity timeout set up. This follows the standards outlined in our Terms of Use. (Note: this is standard practice for most ISPs even if they seem to not be aware of it) If you are connected, but not active for approximately 25 minutes, the server will disconnect the connection to allow others to use the port. If you are connected for 6 - 8 hours, you will most likely be disconnected as well. Any attempts to bypass this function are strictly forbidden as stated in our Terms of Use. These policies are in place in order to provide all of our customers with great service and an equal opportunity to connect.

How do I connect when it says there’s a problem with my username and password? What do I do for an error 691 “…check your password and try again.”?

First, you probably should retype both your username and password. Make sure there aren’t any spaces to either side of your entries and that they are spelled in the proper case. Check your Caps Lock on your keyboard to make sure that it is off. Make sure your Num Lock is on if you are typing numbers from the number pad.

My computer says I’m connected, but I’m not getting email and when I try to pull up a web page, it says, “Page cannot be displayed” no matter what site I try to go to. How do I fix this?

The problem here is that your connection is not sending and receiving data properly with the TCP/IP protocols or it is going to the wrong DNS server. First, refresh the process by shutting down your computer, waiting 30 seconds, and then restarting. If it still does not connect, call into technical support and we will walk you through checking your DNS settings and reinstalling your TCP/IP protocol.

If I am away from home, what do I need to do/where do I find the dial-up # for a particular area/city?

If you would like to connect to DONOBi while away from home (for example, you are on vacation with a laptop), you can take advantage of our nation-wide network of dial-up numbers. You will need to look up the number for where you will be on the internet at http://www.donobi.com/support/dialup_numbers.php. Once you have the number, you will need to change it in your dialer so your computer will dial it instead of your regular access number

What can I do when I get a “no dial tone” error?

First you want to double check your physical connections. Be sure that the phone line is plugged in securely from the wall jack to your computer. Also make sure you have your phone line plugged into the correct port in the back of your computer (line port) If you have a device such as a fax or answering machine, but sure that those devices are turned off while trying to connect to the internet. You should also verify that the phone line is working by plugging a telephone into the same wall jack you use for the computer and making sure you have a dial tone.

Do I need a firewall for my dial up connection?

Hackers are known to attack users of high speed connections such as DSL or Cable because their internet connection is usually always on and have the same IP address. Users on a dial up connection receive different IP addresses each time they logon to the internet. If you are running windows XP, you can take advantage of the built in firewall. You should also maintain an active anti-virus program to help detect and remove viruses. The likely hood of someone hacking into your dial up connection is very small compared to an always on connection.

Why can’t I connect at 56K?

The FCC limits modem connection speeds to around 53.3 kbps, the fastest connect speed you can get. Connecting in the 40k to 50k range is considered a good speed for dial up. Line quality can also be a factor in determining your connection speed. The age of the phone line, line noise and weather can play a part in determining your connection speed. You can ask your phone provider to do a line test, but the fastest speed the phone company guarantees is around 21kbps.

How do I change my dial up access number?

To change the dial up number if your computer,

Open the control panel

Select internet option

Select connections.

In the connections window highlight your dial up

Select settings.

Select properties.

Delete the previous number and enter the new dial up number. Be sure that the dial up number is local for you and that dialing rules are turned off. Click ok, to close and ok again. Select apply at the internet options window and ok to close.

Close the control panel

How do I disable call waiting?

You can disable call waiting by placing *70, before the telephone number with a comma directly after the number and a space after *70, example *70, 616-9433

Can I dial up from two computers with my username and password at the same time?

No, you will have to purchase an additional dial up with a different user name in order for two computers to be on dial up at the same time. You will also need a additional telephone line for each computer to connect through.

How do I change my login name or password?

To change either your login name or password, contact Technical Support and we can assist you with changing your login or password.