Frequently Asked Questions
Troubleshooting your connection...
Many connection issues can be
resolved by restarting your computer. Please try restarting before
proceeding with troubleshooting!
Q:
Suddenly I can't connect to the Internet. I get the error message "Web page cannot be displayed in offline mode".
What could be wrong?
Make
sure your connection information is correct:
- Open Internet Explorer
- Click on Tools
- Click on Internet Options
- Choose the Connections tab
- Make sure "Never dial a connection" is NOT selected
- Choose Apply (if available), then click "OK"
- Close Internet Explorer and try connecting again.
Q:
I'm getting the error message, "No dial tone"
- The telephone jack you are using should be a standard telephone jack.
Power outlet or wireless jacks can cause connection problems.
- Make sure the jack your computer is plugged into works. Test by
plugging a telephone into the jack and making sure you have dial tone.
- Remove any other equipment that is plugged into the jack (i.e.,
telephones, fax machines, answering machines, etc). Line splitters can
cause connection problems, make sure you are not using a splitter to connect
your computer to the phone jack!
- Check your line cord. Problems can be caused by old, damaged, or extremely
long line cords. Try replacing the line cord.
- Make sure the line cord is plugged into the correct port on the back of
the computer. Make sure all connections are secure.
- Please refer to our Troubleshooting
Your Connection guide
- If after following these steps you continue to get this error message you
may have a problem with your modem. Please contact your modem manufacturer or
computer repairman.
Q:
Why do I keep getting Error 691 asking me to check my username and password when
I attempt to login?
- Verify that you are using the correct username and password (all in
lower-case)
- Try re-typing your username and password (Windows XP users will see more
characters than what the actual password has due to the encryption process)
- Make sure that you are only entering your username, not your entire email
address
- If you have the 20 Hour Blocked Plan you will see this message when you
reach your plan limit.
- If you have the Unmeasured Service our server does not allow multiple
logins. Please verify there is not another computer logged in with your
username.
Q:
I have Call Waiting on my phone, how do I disable it?
- Call Waiting may disrupt your connection to the Internet
- To disable Call Waiting use the code *70, before the dialup number
(for
example *70, 445-2008)
- You can refer to the
Microsoft Knowledge Base for instructions on how to disable this feature
for your particular operating system
Q:
Why do I keep getting disconnected when using Outlook Express?
Make
sure your connection information is correct:
- Open Outlook Express
- Click on Tools
- Click on Options
- Choose the Connection or Dial-up tab
- Make sure "Hang up after sending and receiving" is NOT selected
- Choose Apply (if available), then click "OK"
- Close Outlook Express and try checking your mail again
If you've determined that your settings are correct your connection issues could
be due to problems with your modem, your telephone line or other equipment on
the line. There are many possible causes that
could come into play here: the quality of the phone lines in the house; the
quality of the phone lines through the phone company's circuits; the driver and
software revision of your modem; the brand, model and quality of your modem.
Finding out which factor or combination of factors is the culprit is a process
of elimination. Click here for a printable version of our
Troubleshooting Your Connection
guide.