A1. My modem won't dial

1. Is the modem switched on?
2. Is the modem plugged into the computer?
3. Is the phone lead (line lead) plugged into the wall and into the correct socket (marked "line") on the modem?
4. Is the correct modem driver installed? Verify as follows (Win95/98 only):
   1. Go to the Control Panel (Start – Settings – Control Panel)
   2. Double click on the Modem icon.
   3. Check that the modem is listed in the window that opens. If it isn’t,
   reinstall the modem.

A2. I get disconnected as soon as my modem connects

1. Corrupted software can cause this problem. Please phone Tech Support and we will step you through reinstallation of your software.

A3. My modem dials and keeps squealing without connecting

1. Please ring Tech Support and we will take you through the steps needed to fix this problem.

A4. My modem connects OK, but at slow speed or the session stalls

1. Usually due to a noisy or faulty line. When a line is noisy the
   modem must retrain (resend the data) and this can make your connection
   stall.
2. Telstra touchphones, or phones that periodically charge a device from the
   phone line can cause the session to stall. Disconnect these before using
   the modem.

A5. My modem connects OK, then I get disconnected after a while

1. If Easycall call-waiting has been enabled, the incoming beeps can disconnect your modem. Be sure to turn it off before you log on. Just dial #43# from your phone. After the session is over *43# will turn it on again.
2. The modem can be disconnected by a Telstra touchphone or just too many phones on the one service. In some cases, modems won't operate properly when there is even one phone sharing the lines. Unplug some or all of them.

A6. It keeps asking me to enter my password again

When you log in to Internet Express your login name and password are verified. They must be precise or you will not be able to connect. Common problems are as follows:

• CAPS LOCK  is on. All login names and passwords are in lowercase only.
• There are capital letters and/or spaces either before or after the login name and/or password. Remember that the password is only displayed as a row of asterisks, so you can't tell what the characters are.  If after typing your password in the prompt returns, highlight the whole username, press the delete button, and retype your username. Repeat for your password then click OK.
• Your account may be in arrears.

A7. I can browse the Internet Express home page, but no where else

1. You need to set up the proxy servers in your browser. Go to the Set Up Details page and follow the guides there.