Frequent Disconnects:    Low modem speeds:     Several failed tries to log in: 

These annoying problems are almost always related to your phone line's quality. Your phone may seem fine for voice use but can still have data transfer problems without your realizing it. Phone line quality varies due to many factors. Heat, Cold, Humidity, Wind etc. because very few Telco lines are underground in our area and your distance from their Central Office may be excessive. We have no control over these line quality problems and can only advise you on how to deal with them. 

Phone Line quality  problems, unfortunately, are all too common in outlying areas ( and sometimes in many downtown areas ). The problems listed above can also be LOCAL ( In your house, apt or business) in nature.   i.e. poor wiring, defective telephones, an older cordless telephone causing interference, your Modem cord to the wall is over 10 feet in length, cheap modems, modem drivers etc. and need to be checked and corrected by YOU as that is YOUR RESPONSIBILITY and not the Phone Company's anymore. ( at least for FREE anyway). 

FIRST: Determine if you have noise: 

Dial up a number that you can arrange to be quiet ( a friend possibly ) and then quietly listen awhile for pops, crackles, buzzing, cross talk, low volume levels or any other type of noise. You must repeat this step several times using several friends to be sure it is NOT his line that has the problem. If you hear any of these noises or have a noticeably low volume level then you probably do have line quality problems.  ( Repeat this testing using several different telephones to make sure it is not your own telephone causing the noise or low line level. )

SECOND : Contact the Telephone Company's service department:

Be cordial and respectful and Advise them that you have a Line Noise or a Low Line Level problem. Explain that you have checked your own equipment thoroughly to make sure that IT is not the cause. Explain to them that you are using a modem and tell them that normal voice communications are OK. If you do not tell them that you are using a modem they will run a "quick" test only. This is not adequate.  Ask for a Data or "Fax" technician to come on-site.  

Ask if your digital exchange has a setting to have Automatic Gain Control turned off and request that your line setting at the exchange be set to position 5. Then ask them to please perform a trace from your home to our equipment. Have them check the signal strength and quality through each Central Office.

Be patient, and understand that It may take more than 1 visit for them to locate the actual source of the problem when Line Noise or quality problems are present, because... by nature, they are usually intermittent and difficult to trace.

If all else fails: Your local Telephone company can be difficult to deal with because of it's sheer size and complexity, however, you are paying a premium for their services and you should expect those services to be FULLY functional. Because they are a public utility, Telcos are federally mandated to provide a specified and adequate level of service. 

We have spent large sums, on our end, to insure that our equipment is the BEST that is available and constantly work to keep it in top order. It is very frustrating for us too, that there is little that we can do here DIRECTLY, about poor phone line quality. 

If you feel that the Telco is not being forthright in handling your situation, then ask to speak to a supervisor. If this is NOT successful then a complaint to your state's Public Utilities Commission may be your last resource. This is a serious last step and we strongly advise you to take it... only as a last resort. It will NOT make any friends for you if you do, but a complaint may, unfortunately, be your only remaining way to finally resolve some issues under some conditions if you followed all the instructions above.

NOTICE TO THE TELCOS:

The information provided on this page has been posted by me, the Webmaster, personally, on my own initiative, and does not reflect the opinion of USAonline inc. in any way. By public request, I have provided this information as a guideline ONLY for people who are experiencing phone " line" problems and for answers to their questions on the proper methods to take to resolve them. I do not advocate the harassing of the phone company or imply, in any way that their equipment is below standard or that they are somehow misleading anyone. I am simply advising our customers as to the proper method of contacting their Telcos and reporting a problem and of the proper procedures to follow if all  their efforts are unsuccessful. I strongly advise the readers of this page to refrain from filing any complaint, with anyone or entity, unless they have exhausted all other possible and reasonable remedies. If you are a Telco representative and would like to add your comments or suggest a better way for people to resolve an issue with your company, I will include that information in this page upon request, forthwith.

Mike Ferrini: Webmaster.