Modems and Connectivity

What is this document all about?
This document is a compiled list of modem & connectivity questions most frequently asked and the appropriate answer(s).

Why doesn’t my 56kbps modem connect at 56kbps?
There could be several reasons--and most of them aren't your ISP's fault. First of all, static electricity caused by radio signals, power lines, and other sources interfere with most 56K modem signals, forcing them to fall back to 42-50Kbps. 56K modems also require a clean, straight through telephone connection to the telephone company's central office switching center. Phone company line amplifiers that boost a telephone signal over a long distance, PBX switchboard systems, and other phone equipment alter the phone signal and force 56K modems to fall back to speeds of 33.6Kbps and lower. Finally, the FCC doesn't allow 56K modems to use the full range of signals that phone company equipment can generate. They're concerned that it'll cause static interference to other phone lines. So no 56K modem in North America ever connects at 56K. Most 56K modem users seem to connect at speeds of 38-48Kbps.

My computer says my modem is not responding.
I can't hear the modem dialing.
Is the modem connected to the computer? Visitors, children or co-workers sometimes adjust your cables.

1.Check both ends of the cable are firmly seated.
2.If the modem has two sockets the modem end of the phone line goes into LINE not PHONE.

Is the modem turned on? (If it is inside your computer and your computer is on, then your modem is on.)
1.Try turning it on and off.
2.Can you see any lights?
3.If not, check the modem power switch, power cable, wall switch, power adapter and that the power adapter is firmly plugged into the wall and the modem. If you still get no lights then one of those things is broken.
Unplug every other device from the telephone line esp. handsets, spike blocks, extension cables, double adapters, fax machines, double-adapters.

Is the modem in the right COM port? (If the modem is inside of your computer then skip down.)
1.A cable should run from the back of the PC to the modem. Check it's firmly plugged in at both ends. The end at your computer will be either 9 or 25 pins wide and if labeled should say COM or SERIAL or MODEM.
2.Do you have a PS2 mouse (round end)? Your modem is likely to be COM 1
3.Do you have a serial mouse (9 pin)? Your modem is likely to be COM 2
4.If it is a PCMCIA card or internal modem it likely to be COM 4
5.Check the modem COM port settings in Windows 95 under My Computer, Control Panel, Modems and in Windows 3.1 under Trumpet Winsock File, Setup, Slip Port on or Config PPP for Macintosh.

Is there any response from the modem?
1.Check with Trumpet Winsock and "Manual Login" or Hyperterminal.
2.AT&F -> OK?
3.AT&F&c1&d2x1

If there is still no response the usual suspects are listed here. Most require your computer technician to look at.
1.The COM port has an interrupt conflict. If it works sometimes, especially when you first turn the PC on, it might well be an interrupt conflict. The cure will vary from machine to machine and are extremely difficult to track down. We recommend getting your computer technician to diagnose this.
2.Dead modem cable - try another one.
3.Dead modem - try another one.

My computer says there's no dialtone.
This means your computer can talk to the modem but the modem can't talk to the phone line.

Here's the checklist:
1. Your phone cable is not plugged firmly into the phone line at the wall socket.
2. Your phone cable is not plugged firmly into the modem.
3. If you modem has two sockets, your phone cable should be in the LINE socket on your modem not the PHONE socket.
4. Your modem may need the "Wait for dialtone" command. Add X1 to the Advanced Dialing Properties extra settings.
5. Your phone line is busy. Turn off the modem to hang up and check that nobody is using the phone or other equipment sharing the line in use.
6. The phone line is broken. Check this by using a normal phone or fax.
7. Are you dialing from a PBX or Hotel or Motel or large office? Some PBX and Commander type units can damage your modem. We recommend trying a separate line. If so you need the correct dial out code (usually 0 or 9) in the phone number followed by a comma. For Windows 3.1 run setup.cmd from the dialer menu.
For Windows 9x you can add it just before you hit "Connect". Don't be surprised if it still won't work. Many PBX and smaller Commander type systems don't allow for good data transfer. To test this try a separate line (usually the fax line) which is not on the switch.
8. Bad phone cable - try changing it for another one like the one in your telephone handset.

I hear a busy signal. My Computer tells me the line is engaged.
1.Turn the modem off, wait a few seconds and turn it on again. Try again. If you have a modem inside your computer, then turn your entire computer down for 20 seconds and reboot.
2.Is anyone else or anything else using the phone line? Check the line using a handset and LISTEN for a dialtone.
3.Is there anything else running on your computer that might be using the modem. Exit every program running other than the Internet and try again. Programs appear when you hold down the "ALT" key and press "TAB". Also look for small icons on the bottom right hand corner of a Windows 9x screen. The only two that should appear are a little speaker and the time. Right click on any others to close them.

I can hear someone's voice when my modem calls.
I can hear my modem ringing but there's no answer.
My computer says there's no answer.
1. You're calling a wrong number. Check here for your local number.
2. Read the phone number in the "Connect" dialog box. Make sure it matches the local number that Mohawk.net has in your area.
3. Correct your Dial Up Networking settings if they are wrong.
4. Your modem is dead (perhaps struck by lightning) - Call another line (e.g. your own mobile or home etc) and see if that answers - if not the modem is dead.
5. A modem at our end has had a nervous breakdown. (It will reset automatically soon). Simply call again and you will get the next modem from the modem bank.
6.All our lines are engaged. You would hear this through your modem. This is extremely unlikely as we have so many modems that even at peaks we only use a fraction of our modems. Check the phone number you are calling and if the problem continues, please call us immediately.

The Speed of downloads or web browsing is really slow.
It could be you and it could be the other end. First check your settings.
1. From the Desktop, open My computer
2. From My Computer, open Dial-up Networking
3. Click on Mohawk Internet with your right mouse button and select Properties
4. Click the Connections tab
5. Click the Advanced tab, Use Flow Control should be ticked and Hardware selected. Use Error Control should NOT be used. Make sure it has no dot in it. Modulation should say Standard or None. Extra Settings should be blank. Refer to the diagram.
6. Click OK then OK again.
7. Click Server Type (bottom for Win9x or a tab in the top center for Windows 9x).
8. It should read PPP:Windows 9x, Windows NT 3.5,Internet in the top portion.
9. Make sure that no boxes are checked except TCP/IP.
10. Click OK and try dialing in again.

If all of this is ok, then the problem is most likely on the other end. Keep in mind, peak times on the internet are from 4pm – 2 am, EST. At peak times the entire internet does slow down,

What is the maximum speed Mohawk Internetsupports?
We only use 56K modems and they support V.90.

Why does my connection seem so slow?
Connection speed is affected by many conditions. The modem is our primary consideration. If you have a 14.4k modem, installing a 28.8, 33.6, or 56Kbps modem will reduce the time it takes to transfer files. Other conditions that can affect speed are memory, disk space, processor type, and software. Machine configurations vary, so there is much to be considered.

If I am connected to the internet with my modem, can I still use my phone?
No, if you are using a typical modem with no special software installed, your phone line will only accommodate one type of data at a time (voice data or computer data). If you have two separate telephone lines (i.e., you are paying for two or more telephone numbers) you could dial in on one line and talk on the phone on the other.

Why do some Web sites take so long to download?
The internet is a lot like an airport. Larger airports frequently experience delays. Likewise, top sites like Netscape's Netcenter handle thousands of simultaneous internet connections. So, if your favorite web site seems unusually slow or simply does not respond -- chances are other folks say it's their favorite site, too.

During peak usage times (4pm to 2am EST), web pages and downloads will probably take longer to complete. Incidentally, since the internet is open 24 hours a day, it's always prime time somewhere in the world. Your virtual destination may be experiencing peak load from users in another part of the world.

The V.90 Standard - A Single 56k Modem Protocol

Do we need another modem protocol?
Yes. The purpose of the V.90 standard is to eliminate two incompatible 56k modem protocols: 3COM/USRobotics's x2 and Rockwell Internationals and Lucent Technologies's K56Flex. Without the V.90 protocol, a K56Flex modem owner is limited to a maximum speed of 33.6 Kbps when connecting to an ISP running the x2 protocol. This will be the case until both the K56Flex modem owner and his/her Internet Service Provider (ISP) upgrade to the V.90 protocol. The same is true for an owner of an x2 modem connecting to an ISP using the K56Flex protocol. In the best interest of both consumers and ISPs, members of the International Telecommunications Union (ITU) agreed on a preliminary standard for 56 Kbps analog modems on February 6, 1998.

What is the basis of the V.90 protocol?
This technology takes advantage of a pure digital connection between the ISP and Public Switched Telephone Network (PSTN). With the elimination of the analog loop between the ISP and phone network, downstream speeds of up to 56 Kbps are possible (FCC regulations currently limit the speed to 53 Kbps.)

Should I Upgrade My Modem to the New V.90 Standard?
If I have an x2 modem?
Yes. 3Com has made improvements to the x2 protocol that are included in the latest Sportster/Courier software releases that can significantly improve connection speeds and stability. These code releases also happen to support V.90, which allows even a faster and more stable connection.

If I have a K56Flex modem?
Yes. There is no harm in upgrading to the V.90 code. By upgrading now, you may see a V.90 connection once in a while. You will also be one step ahead when we start officially supporting V.90.

If I upgrade to the V.90 code, will my modem still support the x2 or K56Flex protocols?
Probably. The consumer V.90 codes are designed to be backwards compatible with the x2 or K56Flex protocols. It is best to check with your modem manufacturer before upgrading to the V.90 code. Most modem manufacturers have online help pages for upgrading to the V.90 code.

The THREE Conditions That Must Be Met For a V.90 Transmission
1. Digital connection from server to the phone network: This means that the connection on one end must terminate at a digital circuit. If your PoP supports x2 currently, this condition is met.

2. V.90 support is required on both ends: Not only does your PoP need to be capable of V.90 connections, but your modem must also support the V.90 code.

3. ONE analog-to-digital conversion process: For the V.90 technology to work, there can be a maximum of one analog-to-digital conversion process that takes place between your analog modem and the digital modem on Mohawks side. This is where you may experience a problem.

Why are higher speeds now possible over a Public Switched Telephone Network (PSTN) network?
The V.90 protocol takes advantage of the digital server connections between telephone networks and Internet Service Providers. With the elimination of an analog-to-digital conversion process and its associated line noises, speeds of up to 56 Kbps are possible.

Why can't data transmission over conventional phone lines be any faster?
The Public Switched Telephone Network was originally designed for voice communications only. To reduce the bandwidth required for a voice call, engineers limited the frequencies from 0 to 4000Hz allowing more simultaneous calls (The range of the normal human voice is 300 to 3500Hz.) Unfortunately, this bandwidth range has a detrimental effect on data communications.

Why can I only send at a maximum of 33.6 Kbps but receive data at up to 56 Kbps?
The maximum sending speed of 33.6 Kbps is a result of the upstream data going through an analog-to-digital conversion process.

What are typical connect speeds of V.90 modems?
Typical V.90 connections are in the mid 40 Kbps range. High quality copper lines and a close proximity between your modem and the Digital-to-Analog Converter (DAC) are critical for V.90 connections.

Why can't I connect at speeds higher than 33.6 Kbps with my V.90 modem?
During the connection process, your modem will determine if any downstream analog-to-digital conversions take place. If your modem detects a downstream analog-to-digital process, you will be limited to a V.34 connection or a maximum speed of 33.6 Kbps in both sending and receiving data. If the analog part of the line is too noisy, you will be limited to a V.34 connection as well.

Why does my computer say I am connecting at 57600 or 115200 bps when I know this is impossible? What is the difference between DCE and DTE speed?
Data Terminal Equipment (DTE) is the speed between your computer and modem, while Data Communications Equipment (DCE) is the speed between your analog modem and one of Mohawk Internet's digital modems. When you see 57600 or 115200 bps, your computer is reporting DTE instead of the DCE speed.

Why does it take so long to log in?
Some Windows users seem to have very slow logon times, as long as two or three minutes. The symptom is that Windows will dial the number, successfully verify username and password, and then seem to hang for a very long time at the 'Logging on to Network' phase before completing the connection. The cause is Windows is attempting to negotiate a connection with several network clients and protocols that are enabled by default for Dial-Up Networking. However, for use with Internet Service Providers, no network clients and protocols are required except the standard Internet TCP/IP protocol. The presence of unneeded network clients is normally harmless and the only effect is to slow down the login process as Windows has to negotiate each of the network clients and protocols.

Since Internet Service Providers only support the TCP/IP protocol, we suggest considering disabling the Windows attempt to negotiate these network clients and protocols. To do so, open the "Dial-Up Networking" window in the "My Computer" folder, RIGHT click on the connection icon then select "Properties". In the properties configuration window that appears click the "Server Type" button and make certain that the "Log on to network", "NetBEUI" and "IPX/SPX Compatible" boxes are NOT checked. Click OK to save any changes required and close the properties configuration window. Your login should now take only a few seconds.

Your connection may have only recently began exhibiting the 'Windows slow logon' problem. We are not sure what affects the normal negotiation timeout process. There are several different references to favors of the problem in the Microsoft technical support knowledge base. Our guess is that variable timing delays (called 'race' conditions) introduced by a particular computer configuration, modem type, connection data rate, telephone line quality and load on our communications servers can all play a part. Finally, you may have installed software or otherwise inadvertently changed your Windows configuration to cause additional unneeded network clients or protocols to be loaded.

I just signed up and can't connect..why?
Chances are there is something not correct in your settings. Remember that the connection to Mohawk is a simple one. Dialup Networking setup is a few simple steps and info entries and you're connected.

My speed seems slow..why?
There could be a handful of reasons for this. It could be as complicated as a modem configuration problem or as frustrating as a dirty telephone line problem. Unfortunately from where we sit we can't peek into your system for you, so you have to do it for yourself. Needless to say, it is well worth the time and effort to discover what's up with your system. We support virtually all protocols and given that our connection is a clean one, if your experiencing a speed problem, you're going to have the same problem whether you connect to us or another ISP.

Whereas this is can be a problem that directly affects your enjoyment of the internet, we recommend taking the time and overcoming the learning curve so that you can get the net, the way you want to.

The Steps:
1. If you're not sure what your modem is or what configuration (i.e. KFlex..v.90..etc.) you have, go to your Control Panel Settings and click on modems. There you will find the tools to discover your modem type. You can do a diagnostic to discover the driver, etc.

2. Then it's on to www.modemhelp.org or www.56k.com. Both of these sites will have the latest info on patches, drivers and init strings for your particular modem. Additionally, the FAQ's and guides will be there to walk you through whatever process you need to get updated.

This should take care of many problems just with these two steps. If you do continue to experience less than satisfactory results, it may be time to call the local telephone company for a line check. You would not believe how many problems can simply be traced to a splice box that is exposed to weather and so on.

If this does not improve your situation, rather than the purchase of a new modem we also recommend the consideration of utilizing a utility to reconfigure your settings for optimum performance. There are quite a few available on the net. They will set your MTU and so on for increased speed and transfer rates. We have also used the utility offered by Kissco called the ModemWizard and for the cost, we think this may be one of the best utilities on the market. It works for all modem types, be it Dialup, Cable or DSL. Even better - they guarantee it!.

Is there a backup for my local number?
Probably. Our network(s) are constantly expanding and being built out. Numbers change and get added as we find better solutions and coverages. Just check our Access Numbers.

A good solution if you want to see actual connect speeds and other information about data transfer and such, is to use a dialer/connection diagnostic tool. You can download a couple good shareware programs at TUCOWS, or you can purchase a copy of one of the best reporting software apps available. Net Medic by Vital Signs will tell you everything you ever need to know about your connection.

What's the best modem init to use when connecting to your POPs?
Many people experience problems getting or staying connected. Often these problems can be reduced or eliminated by using the proper modem initialization string. It seems that almost every modem brand and model has its own variation of the "Hayes AT Command Set" and "s-register" settings -- there are literally hundreds of variations. Detailed discussion of modem initialization strings is beyond the scope of this page, but in general, read your modem documentation carefully, and don't put more into the string than is necessary.

You will find that with a Supra on a PC, the string AT&F2 is an adequate initialization string for many users. With a USR modem, AT&F1 is frequently adequate. These two examples demonstrate that by using a "template," a pre-defined set of modem initialization codes can be invoked with a single command.

My USR modem frequently disconnects or can't connect
Some users may have some problems connecting, or are experiencing disconnects. We have found that USR modems have trouble with a compression called LAPM. Until Livingston comes up with a global solution, we have found the best way to solve this problem is to turn off that compression with a modem init string and turn off Data Compression through any other means found in their respective dialer(s). We have found that this works most of the time.

I'm using NT 4.0 but can't get a data transfer
Some NT customers may get no data transfer when connected. You need to simply uncheck "Use IP header compression" in DialUp Networking/RAS. This is a fool-proof fix! You can find that check box under Edit phone book entry, then servers, and then TCP/IP settings. Believe it or not, it's that simple and has worked time-and-time again!