Problems Connecting to the Internet; Dial-Up Modem Troubleshooting (Windows 95, 98, ME, and XP)

This document applies to Microsoft Windows 95, 98, Me, and Windows XP.

This document contains solutions for the most common modem problems. Connection problems might result from poor phone transmission lines, bad phone jacks, high traffic on Internet Service provider phone lines, or modem drivers and software that are incorrectly configured. This document helps resolve these types of problems.

NOTE:
This document does not address Digital Subscriber Line (DSL) or cable modems. If you are using a DSL or Cable modem, refer to Resolving Cable or DSL Modem Internet Connection Problems .
Before you begin
You will need the following items to resolve your problem:
A working telephone cord that is 6 foot long (1.83m) or less (RJ11).
A working telephone (analog).
A working telephone connector (a wall jack).
NOTE:

If the telephone wall connection is more than 6 feet (1.83m) away, move the PC and monitor close enough to connect the telephone cord directly.
An Internet Service Provider (ISP) so you can connect to the Internet. Your account should already be set up, with a dial-up number readily available.
A printout of this document
Click the topic below that most closely matches your situation:
I cannot connect at all (go to Step 1).
I can connect to my ISP but get disconnected or have other problems (go to Step 3).

Step 1: Checking phone line quality

Checking phone line quality may help resolve intermittent disconnects and slow modem transfer rates. Turn off devices that use radio waves (such as 900 MHz phones) and complete the following steps:
Unplug the phone line from the back of the computer and connect it to a normal analog telephone (not digital) so that the telephone cord runs from the wall jack directly into the telephone. Make sure the telephone cord is not wrapped around any other wires and is not near home stereo speakers. Lift the phone receiver and check for a dial tone.
NOTE:
How can you tell if your phone system is analog or digital? Look at the back of the telephone connected to it. If the phone has an RJ11 (only two or four contacts) connection and a Ring Equivalence Number (REN) listed underneath, the phone and the line are probably analog. If you need to dial "9" for an outside line and/or the phone uses a tone for a ring, the phone is probably digital. This article does not address digital phone systems as they are not designed to work with dial-up modems.
If there is no dial-tone connect the telephone cord to another wall connection.
If you still cannot hear a dial tone, the telephone cord may be bad. Replace the telephone cord and try again. If you continue to hear no dial tone after replacing the telephone cord, contact your telephone company to check the telephone line and wall connections.
If you get a dial tone after replacing the telephone cord, or after fixing the wall connection, then continue with these steps. If you still get no dial tone after all these external hardware checks have been tried, then continue at Step 2: Checking the modem connection
If you hear dial tone, check the telephone line for quality. Dial a friend and listen for static or other voices on the line. If the connection appears normal, then continue at Step 4: Fixing no dial tone issues . If you can hear other voices or static, there may be a problem with your telephone lines. Contact your telephone service provider to repair the line.
Using your telephone, call the number your ISP gave you to connect to the Internet. You should hear high-pitched squealing noises if the ISP accepts the call (the noises are tones that the ISP uses to connect to modems). If the line is busy or stays silent, make sure you dialed the correct number. If you dialed the right number and you still cannot connect, continue at Step 5: Contacting the ISP

Step 2: Checking the modem connection

You may have a connection problem between your phone line and the modem. This step will determine if this is the case.
Remove all other devices that use the same telephone number as the modem (answering machine, fax machine, caller ID box, etc...). These devices may weaken the telephone line signal going to the modem.
Check the back of your PC to make sure the telephone cord is connected into the telephone Line-in jack.
NOTE:
The Ethernet LAN connector is wider and used for a LAN, DSL or cable modem connection. The LAN connector is sometimes confused with the telephone Line-in jack. The telephone line-in jack is usually near the bottom of the PC, and may be colored green.
Figure 1: Modem jacks
1 - Telephone-out jack
2 - Line-in jack
NOTE:
Some PCs have one Line-in connector. Some Line-in connectors are labeled as “Wall” or “Telco” while others are labeled with graphics.
If the PC is on, turn it off:
In Windows XP: click Start, Turn Off Computer, and Turn Off.
In Windows 95/98/Me: click Start, Shut Down, and Shut down.
Wait a minute before turning the PC back on.
When Windows opens, try connecting to the ISP.
If the modem can connect to the ISP, your modem works. You are finished.
If the modem connection is disconnected, Step 3: Turning off call waiting .
If the modem connection cannot connect, continue at Step 4: Fixing no dial tone issues .

Step 3: Turning off call waiting

Sometimes your Internet connection will end because someone called while you were online and you have call waiting. This can be true even if you are using the modem-on-hold feature. Turn off call waiting before you connect to the Internet to resolve this problem. (If you know that you do not have call waiting, click here to continue at Step 4: Fixing no dial tone issues
Choose your version of Windows below and follow the instructions:
Windows 98 and Windows Me
Click Start, Settings and Control Panel.
Double-click the Modem icon (looks like a phone).
NOTE:
If you don't see the Modems icon in Windows Me, click View All Control Panel Options.
Click the Dialing Properties button to open the Dialing Properties window.
Select To Disable Call Waiting, Dial: and select *70, 1170, or 70# from the drop-down box next to that line of text or type in the number sequence that your phone service requires for disabling call waiting.
Click Apply.
Click OK and close the Control Panel window.
Windows XP
Click Start, Control Panel, Printers and Other Hardware and Phone and Modem Options.
Click the Edit button on the Phone and Modem Options window.
Select To Disable Call Waiting, Dial: and select *70, 1170, or 70# from the drop-down box next to that line of text or type in the number sequence that your phone service requires for disabling call waiting.
Click Apply.
Click OK.

Step 4: Fixing no dial tone issues

Sometimes you may receive an error message about not finding a dial tone. This may occur because the signal on the line is too weak, the modem checks for dial tone too early, or the modem hardware is bad and cannot open a connection. This step will resolve these problems.
First: If you have voicemail, use a telephone to check for unheard voicemail. Be sure to either archive or delete the voicemail so the system knows you listened to it.
Second: Use the following steps to check that the phone line has tone and that the modem can dial out (without having to open the phone line itself):
Restart the PC.
Pick up a nearby phone handset that is attached to the same phone line (same phone number that the modem is using) and listen for the dial tone.
NOTE:
If you don't see the Modems icon in Windows Me, click View All Control Panel Options.
Make sure that the phone line is not currently being used.
Try to connect to the Internet (dial your Internet Service Provider) while listening to the handset.
Once you hear the modem start to dial, hang up the handset.
If the modem connects, continue using this section to remove dial tone checking. This should allow the modem to blindly dial the ISP and connect.
If the modem does not dial, go to the Advanced Modem Troubleshooting page to help further determine if the modem is actually defective.
To remove dial tone checking, choose your version of Windows below and follow the instructions:
Windows 98 and Me
Click Start, Settings and Control Panel.
Double-click the Modem icon (looks like a telephone).
Click the Properties button.
Click the Connection tab at the top, and then click the Advanced button.
In the field below Extra Settings, type the following text at the beginning of the field: ATX0.
NOTE:
ATX0 removes dial tone checking. Make sure you type a number zero and not a letter O.
Click OK and close all other open windows.
Prior to testing the connection, edit the ISP dial string by adding five commas in front of the ISP phone number.
If your problem is still occurring, go to the next step or to Related support for a topic that might help.
Windows XP
Click Start, Control Panel, Printers and Other Hardware and Phone and Modem Options to open the Phone and Modem Options window.
In the Phone and Modem Options window, click the Modems tab to display a list of modems.
Click the modem in this list that is present in your PC and click the Properties button at the bottom of the window to open the Modem Properties window.
In the Modem Properties window, click the Modems tab.
in the Dial Control section, remove the check mark next to Wait for dial tone before dialing by clicking it.
Click OK at the bottom of the Modem Properties window to close it.
Click the X in the upper right corner of the Phone and Modem Options window to close it, and then click the X in the upper right corner of the Printers and Other Hardware window to close it.
Prior to testing the connection, edit the ISP dial string by adding five commas in front of the ISP phone number.
If your problem is still occurring, go to the next Step or to Related support for a topic that might help.

Step 5: Contacting the ISP

If you are still having issues connecting to the Internet, it is possible that your ISP software is configured improperly for your modem. Consult your ISP for help with configuring their software. Or, try an alternate ISP. Log on to another ISP and see if the connection speed improves or your ability to connect is increased. You may also want to try the following step.
Step 6: Advanced modem troubleshooting
If none of the above steps solved your problem, you may need to do some additional troubleshooting. Go to the Advanced Modem Troubleshooting page to helpfer to the "Related support" isolate and resolve most modem issues. For specific modem issues, refer to the "Related support" section below.