Broken modem connections

Broken modem connections

Q I have a problem with my PC Card modem. I can connect with my ISP with no problems, but I cannot stay connected. After only a few minutes on-line, the connection is broken.

I am reasonably knowledgeable about computers, and have already checked all of the obvious stuff, such as checking my connections and settings for my modem. Nothing seems to make any difference. An obvious first thought was that there is a problem with the telephone line or with my Internet Service Provider. But there is a desktop computer in my office with an internal modem (also 33.6K) that accesses the Internet through the same telephone line, and through the same ISP. Using that computer and modem I do not get the frequent disconnections. An equally obvious second thought was to check the settings for my modem (including the "Disconnect if call is idle?" checkbox). Everything appears to be set correctly.

Netscape says the problem is "remote network reset by peer" and the log that I recorded of modem activities says: "remote modem hung up". This would seem to point the finger at the ISP.
û Denis Wolff

A I would like to commend the logical problem-solving approach you have taken. You have taken several major steps to isolate the problem ù some further tests should also be done to pinpoint this further.

Sometimes you can find that the modem problems only occur when you connect at the fastest speed possible. Try dialling into your ISP with the modem set to a lower speed. To do this, go to My ComputerûDial-Up Networking. Right-click on the icon for your ISP and choose Properties. Click the Configure button. Click on the down arrow in the Maximum speed section. Choose the next lowest value to the one currently selected.

Caption: Reducing your modem's Maximum speed setting can fix connection problems

The evidence does point to your modem. However, sometimes a problem might arise from an interaction between your modem and the ISPÆs. The way to test this is to dial into another ISP. You can obtain free trial membership kits from some of the larger ISPs, or dial into a friendÆs ISP.

If you experience the same problem with other ISPs then the modem is at fault. The solution is simply to replace or repair it (hopefully this will be covered by the warranty).

If the problem appears to be an interaction between modems then the problem is more complex and the solution requires contacting your ISP. Tell them what is happening and what brand and model your modem is. Remember, given the large number of modem brands around, this is not anyoneÆs fault. Some ISPs provide a list on their Web site of modems that may not work properly with the modems they are using. They will also pass the information onto the manufacturer of their modems.

Most ISPs use special modem banks. These usually have upgradable software and this is where the possible solution lies. It is possible that your ISP has not loaded the latest version and with notification they could load it and solve your probem immediately. The manufacturers of the modem bank may also take note of your problem and produce a patch, though this could take several months.

û Roy Chambers

Category:Hardware
Issue: September 1998