Modem Problems?

These tips and links have proven useful in investigating problems which may be related to your modem. Please contact us if you have any questions.

Busy Signals

Customers receiving busy signals when dialing either the toll-free "500" number or one of the new local access numbers should report this to the WVNET Help Desk. Make note of the time of day and the number being dialed. Note also whether it was a "fast busy" or a "slow busy" signal. A fast busy indicates that a trunk line carrying the calls is completely full. A slow busy usually indicates a problem with the modem pool.

Helpful Modem links:

• US Robotics v.92 Support Link
  This link is very helpful for the US Robotic modems that we have problems with. It explains about V.92 and how you can disable some of the V.92 features. We found that disabling the Quick connect with modem init string AT+PQC=3 works in most cases.
• 56k.com Modem Central
• www.modemhelp.org
• Driver Zone

Modem Troubleshooting - Error Messages and Fixes for Windows operating systems:

***IMPORTANT*** Before you try any of these steps please make sure your modem drivers are up-to-date. If your computer is still under warranty please contact the computer's manufacturer for help with your modem problems.

Some Windows error messages and fixes that might be helpful:

618 - Port is already open

1 (Reboot and make sure that no other programs are using your modem)

629 - The port was disconnected by remote computer. ;

1. Check the username and password)
2. Check the dial up settings
   If IPX/SPX or NETBEUI is checked and not TCP/IP this would be the cause.
   (The only thing that needs to be checked is TCP/IP.)

630 - The port was disconnected due to hardware failure;

1. Shut down your computer for 10 sec and then strat it back up
2. Try uninstalling and reinstalling the modem
3. Call your local help desk

638 - Request timeout

1. Reboot the computer
2. Check the dial up network settings
3. Create a new dial up

676 - Line is busy

1. Check the phone number you are dialing make sure you are dialing the correct number for your area
2. This includes if you should should dial a 9 to get an outside line

678 - There is no answer

1. Make sure you are dialing the correct number for your area
2. Can you hear a "handshake?"
3. If you have call waiting and would like it turned off while you are online, make sure you have;*,70 before the phone number

679 - Cannot detect carrier

1. Check to see if you have a dial tone on the phone line
2. Check to see if you have the phone line plugged into the line side of the modem

680 - There is no dial tone

1. Make sure the phone line is plugged into the line side of the modem
2. Check to make sure you have selected the correct modem in the dial-up

691 - Access denied because of username and/or password is invalid.

1. Make sure you have @wvnet after your username
2. Make sure that logon to network is not checked in the dial-up properties

718 - PPP timeout

1. Reboot your computer.
2. If that does not work you will have to remove TCP/IP - Call your local help desk

Rockwell/Context Modems

We have found out that Rockwell/Conxent modems have problems connecting and need an init string. Below are some of the init strings we use with these modems.

+ms=v34

+ms=v90

Another known solution is putting 3 commas after the phone number. (example 15006998638,,,)

To add an init string in Windows:

• Go to My Computer > Dial-Up Networking
• Right click on your connection icon and select Propeties.
• Click on the Configure button at the bottom of that screen.
• Then click on the Connection tab.
• Then click on the Advanced button.
• You will see an extra settings box on this screen. This is where you can put the init string.