Dialup
Dial-up Connection Troubleshooting
Support Pages > Dial-up > Troubleshooting > Dial-up Connection Troubleshooting
Summary: Find out why dial-up Internet connections sometimes drop and what you can do about it.
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Here are some of the more common causes of disconnections and dial-up problems, and some ways of getting round them.
Please note: This page will help you to troubleshoot dial-up problems only. If we have a service wide dial-up problem, this will be explained on our Service Status page.
If you have problems with your broadband connection, please visit our Broadband Troubleshooting page.
If you have problems with email, please visit our Email Troubleshooting page.
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| Symptom |
Things to check |
| You
are asked for your username/password repeatedly
then disconnected. |
Check you are entering your username
and password correctly. The username is
the username you chose when you joined Plusnet and both it and your password
must be entered in lower case. Any spaces,
even after the username or password, can
also cause this error.
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Modem is not dialling out
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Check all of the hardware connections are made to and from the
modem correctly.
Check that the correct modem drivers are
installed.
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Modem disconnects after password entry.
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Check in Network in Control Panel that
you have TCP/IP installed (Win 95/98 only).
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Modem connects, but disconnects seemingly
randomly.
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The hardest one of all to track down
as almost any element could be the cause.
A good place to start is to ask your telecoms
provider if you have "automatic gain
control" on your phone line. If you
do, ask them to turn it off. Also check
your modem manufacturer's website for
updates for your drivers or modem firmware.
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Modem connects, but I can't get any mail
or access any sites - I get a 'hostname
not found' error.
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The DNS server settings are probably
incorrect - follow the installation instructions
relevant to your Operating System on the
Support pages, or contact our Support
Team.
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