Why do I keep getting bumped off line or disconnected?

NOTE: Before reporting disconnects to the RollaNet HelpDesk, review all of the information on Page 1 of the Dial-up FAQ's to eliminate those reasons as a possible cause of your disconnects.

Random, intermittent or frequent disconnects are one of the most difficult problems to troubleshoot and diagnose, and the most frustrating problem any ISP can face. Please be assured that RollaNet is NOT initiating these disconnects in any way, that we keep the firmware on our modems up-to-date, and that most of our members are connecting just fine. We will always check our equipment and the current ability of our other members to connect and stay connected before we investigate the other possible causes of the problem.

The most common causes for these disconnects are:

Incorrect Dial-up or Network Settings - There are some settings on your machine that must be set properly. If they are not, you could be getting the disconnects from them. Almost every call we get on HelpDesk will start with a check through your settings to make sure they are so correct, so please have your phone close to your computer. Be patient with us during this process. You may be sure that your settings are correct but we must verify this for ourselves before we can proceed with troubleshooting. Email HelpDesk or call our Pine/Online office during business hours (364-0852, M-F 10am-5:30pm) for assistance.

Modem Drivers - You could have an outdated Modem Driver or Modem BIOS in your computer. This would prevent your modem from properly talking to ours and create some miscommunication between the two, resulting in one of the machines disconnecting the other. Even new computers or modems often need updates! Check the web site for your computer/modem manufacturer for the latest information on your modem. Because of the number of different modems available the manufacturer is much more likely to be able to help you with this than we are.

Modem Compatibility - Unfortunately, there are certain models of modems that are simply not as compatible with our modems as others. We find many ISP's report the same problem. Modems with the HSP chipset are most problematic. Modem labeled "winmodem" are also likely to have a problem. Unfortunately, these modems are very inexpensive and we see them in many of the popular computers being sold today. Please click on the Modems link in our menu on the left for more information on this subject. If you have one of these modems, we may be able to help you by providing you with an initialization string or changing some settings to make these modems communicate better. Email HelpDesk or call our Pine/Online office during business hours (364-0852, M-F 10am-5:30pm) for assistance.

Line Noise - There could be any number of forms of line noise between the back of your computer and the phone company's central switch. This can be caused by "dirty lines" or bad wiring in your house or even other devices like Fax machines or answering machines connected to the same line. If you use InfoLink or other special services to connect to RollaNet, those services may also have problems. If we are unable to find another likely cause for your disconnect problems, we will recommend that you contact the phone company to have them check your lines.

Other causes - If Call Waiting is active on the phone line you use to connect to RollaNet, each incoming call will disconnect you unless you have turned this off in your dial-up settings. Other family members picking up a phone which is an extension of the line you are using will also cause a disconnect. Bad weather, including windy or wet days, often deteriorates phone line connections, causing a disruption in service. If the phone company is working on the phone lines in your neighborhood, their activities may interrupt your connections. (This could be a good thing: we've had members with this problem report that after the work was done their connection speed was improved due to repaired or upgraded lines being put in.) We've found that construction in your area often affects the quality of your connection too, so watch for that as well.