Dial-up - troubleshooting

Please review this troubleshooting guide if you're having problems with your dial-up connection. If you are unable to resolve your problem, please request a repair using our online form or contact our Technical Support Helpdesk at 1-877-310-8324 for further assistance.

• You are unable to connect using your dial-up modem
• Your dial-up Internet connection is spontaneously dropping your connection
• Your dial-up Internet connection is slower than usual
• You are unable to connect to the TELUS Fast Dial-up server

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You are unable to connect using your dial-up modem

Step 1: Check the dial-up telephone number your computer is calling

As of June 23, 2008, 10-digit dialling is in effect throughout all of Alberta and BC. Telephone calls dialled without an area code will be completed until September 12, 2008; however some dial-up software will have difficulty completing the call after receiving TELUS' intercept announcement. After September 12, 2008, calls will not be completed unless 10-digit dialling is used.

1. Open Network Connections.
2. Identify dial-up connection used to call TELUS dial-up servers. Right-click on connection and select Properties.
3. If the dial-up phone number is a local 7-digit number, add the proper area code for 10-digit dialling and click OK.

Step 2: Check the caps lock key

1. Check to ensure the caps lock key is not turned on.
2. If it is on retype your password and try again.

Step 3: Retype your username and password

1. Completely erase and retype both the username and password.
2. Your username is the first part of your e-mail address (unless you have changed it).
3. Ensure they are both typed in lowercase letters.

Step 4: Clear all Voice Mail messages

1. Customers who are subscribed to TELUS Voice Mail may experience difficulties connecting to the Internet while there is a message waiting in their voice mail box. Modems often won't recognize the stuttered dial tone which indicates you have a voice mail message waiting.
2. Clear any voice mail messages you have waiting and try your connection again.

Step 5: Check for dial tone

1. Pick up a regular telephone and ensure there is dial tone on the line.
2. Try calling a friend or relative to ensure the phone line is functioning properly.

Step 6: Check the phone cord and telephone jacks

1. Follow the phone cord which runs from your computer to the wall.
2. Check where the phone cord is connected to the back of the modem. It should be plugged into the jack which indicates the wall and not a telephone.
3. Try plugging a regular telephone into the same jack and phone cord the modem is using to ensure there is dial tone.

Step 7: Restart your computer

1. Shut down your computer for a minimum of 10 seconds.
2. Restart your computer and try your connection again.

Your dial-up Internet connection is spontaneously dropping your connection

Step 1: Disable Call Waiting

1. If you subscribe to Call Waiting on your phone line, ensure that it is disabled. If this service is not disabled while you're connected to the Internet, an incoming call will disconnect the modem. To disable call waiting for the duration of your dial-up connection, add *70 before the local access number in your dial-up connection.

Step 2: Idle timeout

1. Most Internet connections will be set to automatically disconnect after a certain amount of inactivity. Try keeping your connection active by visiting a new Web page or checking for new e-mail messages every few minutes.

Step 3: Check the telephone line for noise or interference

1. Pick up a telephone and verify the phone line is clear of static or noise.
2. Try unplugging all other telephones or fax machines.
3. Ensure the telephone cord which is connected to the modem is no longer than 12 ft.
4. Ensure telephone cord is securely plugged in and not frayed or damaged.
5. Try disconnecting and reconnecting the telephone cord.

Your dial-up Internet connection is slower than usual

Run some tests to see where your connection is slowing down:

Step 1: Complete a trace route to the Web page in question

1. Click Start.
2. Choose Programs.
3. Click on MSDOS Prompt or Command Prompt or click Start, choose Run and type cmd, then press the Enter key on your keyboard.
4. The prompt which is displayed will look like: C:\>
5. Type tracert www.addressinquestion.com and press Enter.
6. This should return a series of results regarding which servers were contacted and how long it took to contact each server. Usually the first four to five servers are TELUS-owned and operated.
7. If you receive the error Request Timed Out or *.*.*.* for any of the servers, it means the server is not working or not available. Until the server in question has been repaired any Web sites beyond it will be unreachable. If the server is a TELUS-owned server, please contact TELUS. If the server is not owned by TELUS, then please contact the host in question.

Step 2: Check the Internet Traffic Web page for status on the Internet

1. Check the Internet Traffic Web page for status on the Internet, such as who is slow or down.

Step 3: Complete a download test

1. Download a file of significant size such as this 4MB file to test and make sure your connection between TELUS and your computer is still fast.
2. It is important to download a file from a TELUS server to ensure there are no other outside influences to affect the connection.
3. While downloading record your peak speed and average speed. It is recommended you complete the test three times during different times of the day.

Step 4: Send us your results

1. Copy, into an e-mail message, the results from your completed trace route and your download test. Send the message to helpdesk@telus.net for review.

You are unable to connect to the TELUS Fast Dial-up server

If your TELUS Fast Dial-up service reports an error stating it cannot connect to the server, follow these troubleshooting steps. If these instructions do not resolve your problem please right-click the Fast Dial-up icon in the lower right corner of your screen and choose Help for further assistance.

Step 1: Restart your computer

1. It is recommended you restart your computer as a preliminary step to troubleshooting. This will often clear other errors that occur from time to time during normal computer operations.
2. Once your computer has restarted please try your connection again.

Step 2: Ensure you are connected to the Internet

1. Right click the Fast Dial-up icon in the lower right corner of your screen and select Stop Fast Dial-Up .
2. Try opening a Web page with a browser, such as Internet Explorer.
3. If you are able to view Web pages you are successfully connected to the Internet, please proceed to step 3.
4. If you are unable to view any Web pages please refer to ?? Troubleshooting a Dial-up Internet connection.

Step 3: Connect to the TELUS Fast Dial-up Server

1. Although TELUS Fast Dial-up will begin running when you start your computer it will not attempt to connect to the server until you connect to the Internet and open your first Web page.
2. Start Fast Dial-up manually by clicking the Fast Dial-up icon in the lower right corner of your screen and selecting Start Fast Dial-up.
3. If you receive an error message, continue to step 4.

Step 4: Check your Fast Dial-up username and password

1. Click the Fast Dial-up icon in your lower right hand corner of your computer screen and select Settings.
2. Click the Connections tab.
3. Completely erase and retype both the username and password. (Ensure they are both typed in lowercase letters with no spaces).
4. Your username and password for your Fast Dial-up account is the same as your regular Dial-up Internet account. If you are not sure what your Fast Dial-up username is visit our account maintenance page and check your Fast Dial-up options.
5. If you do not remember your password you may want to have it reset. This may take up to 15 minutes to take effect.

Step 5: Check your Fast Dial-up Port

1. Click the Fast Dial-up icon in your lower right hand corner of your computer screen and select Settings.
2. Click the Connections tab.
3. Click the Advanced... button.
4. By default your port number should be set to 5400.
5. If you have any other applications which also require access through this port you will have to change it as they cannot share.
6. If you are running a personal firewall you will have to ensure the port you have set (ie: 5400) is open.