Frequently Asked Questions About Dial Up Service

Why isn't my starting page www.cvc.net?
How do I know where to go on the net?
What is the "illegal operation" error message? What do I do?
"I can't connect" - some quick checks to try BEFORE calling Tech Support
What is the difference between my login name and my email address?
Is my username and password case-sensitive?
What do I need to do before calling Tech Support?
Why don't I connect at 56k?
My computer disconnects from the Internet at random
times soon after I connect.  Why?

Changing your starting page or Homepage:

If you are using Internet Explorer, version 4.0 or higher, follow these steps:

• Open Internet Explorer

• Click on Tools in the upper left hand corner

• Select Internet Options

• In the General screen, under the Homepage section type in: http://www.cvc.net

• At the bottom of the window, click Apply and OK to return to Internet Explorer

If you are using Netscape version 4.5, or higher follow these steps:

• Open Netscape

• Click on Edit in the upper left hand corner

• Select Preferences

• Under the Category window, click on Navigator

• On the right hand side of the screen towards the center, you can set your Homepage to: http://www.cvc.net

• At the bottom of the page, click OK to return to Netscape

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How do I know where to go on the net?

CVC Internet has a link to all the most popular search engines on the Web.  Click on "Search the Internet" or "Meta Search" on our homepage for a complete selection of search engines.  We also have Google available to you at the bottom of our homepage.

Another way to discover new resources on the Internet is to visit sites included in advertisements.  If you are interested in finding out more about a company or product, just type the address into your web-browser.

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What is the "illegal operation" error message? What do I do if I get one?

An "illegal operation" error will generally (but not always) occur when two programs try to use the same resources on your computer at the same time; a regularly occurring "illegal operation" error is a good indication that your software was incorrectly installed, and may need to be reinstalled.  If you get an illegal operation error message, shut down the program in which the problem occurred, and restart your computer as soon as possible.  A sporadic error is harder to track down and CVC Internet recommends having a technician take a look at it.

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"I can't connect" - some quick checks to try BEFORE calling Tech Support:

• Ensure phone cord is plugged into both the phone jack and modem

• Verify system is dialing the proper number

• If you have Call Waiting - be sure it is disabled

• Make sure you do not have your "CAPS" lock on

• Double check the following with your username and password:
  
  - Is in lowercase (both username and password are case sensitive)
  - Contains no spaces or punctuation
  - Starts with a letter (as opposed to a number)
  - Both are exactly the way they appear on the sign up form
  

• Try re-entering your username and password in lowercase

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What is the difference between my login name and my email address?

Your login name is your unique identifier on our system.  Only one person can have a particular login name on our system.  In other words, there cannot be two users on our system using the same login name.  Internet email addresses consist of your username@cvc.net.

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Is my username and password case sensitive?

Yes, both your username and password are case sensitive.  When you establish a connection with CVC Internet your username and password must be entered in lowercase letters with no spaces.  

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What do I do before calling Tech Support?

In order for the Tech Support people to help you effectively, please have the following ready before calling:

• Your computer on (reboot if the computer has been running for a long period of time without any activity).

• Write down the exact error message you are receiving .

• Know which version of Windows you are using, and if your Anti Virus definitions are up to date.

• If you are having problems with mail or browsing, please know which program it is (Netscape, Internet Explorer, Outlook Express).

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Why don't I connect at 56k with my 56k modem?

If you find that you're unable to achieve full speed connections and/or your new high-speed modem often behaves erratically, the reason is probably phone line impairment.  That's not to imply that you have a bad phone line, merely one that may not be capable of what your modem is demanding of it.  Most often the issue is insufficient bandwidth, poor frequency response, low signal to noise ratio, an impedance mismatch that causes echo. An imbalance in the phone lines, or a combination thereof...either yours, the phone lines of the system you are calling, or in the lines and telephone switch equipment - anywhere - along the way.

The bottom line is that the modem manufacturers have built a product that is capable of substantially exceeding the design intent of the analog phone line.

Here are a few things to try for improving your modem connection:

1. Go throughout your house and disconnect - ALL - telephonic devices attached to the phone line.  This includes extension phones, answering machines, fax machines, caller-id boxes, line-in-use indicators, cordless phone base units, demon dialers, and voltage spike protectors or line filters like those commonly found in PC Desktop master-switch power directors and power line conditioning units.  Don't forget remote utility meter reading devices and burglar alarms which may also be attached to the phone line.  If you find disconnecting helps, then start plugging things back in one by one, until the culprit is identified.  It could even be a combination of things.  At the office you may discover that your modem will perform better when provisioned with an outside line - for example - one which does not go through the office pbx or multi line key system.

2. If your telephone wiring is a rat's nest, and/or you've strung some extension lines yourself and not used genuine twisted-pair telephone wiring, consider having it replaced.  Your telephone wiring should also be well "away" from the A/C power wiring in the walls, ceilings and floors. 

3. If your phone service arrives in your area via a switching or transfer station which is a subscriber loop concentrator or "remote terminal" or other  "pair gain" device, then all bets are off and you may have to settle for 24,000 and below on most calls, with 26,400 being a rare treat. Contact your phone company to find out this information.

4. In actual performance testing, the 56k modems can, DEPENDING ON PHONE LINE CONDITIONS operate at speeds that, on average, yield about 42-48k.  True there are some RARE exceptions where the user's luck affords them access to a "near lab-grade" telephone line.  These are often too the instances where both the user and the CVC Internet are served out of the same telco switching office and the user is located very, very near the local telco office, typically less than a mile or so. 

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My computer disconnects from the Internet at random times soon after I connect.  Why?

This problem is commonly caused by an analog phone line.  Some lines are inherently "noisy."  You may not notice it on the telephone with someone, but the computer is very sensitive to any modulation in the line signal.  There are some steps to prevent this from happening.  This is recommended only if you are having problems maintaining a connection to the Internet for an extended period of time.

First, we ask you to determine if the disconnects are random, occurring at regular intervals, or during specific operation.  Here are some reasons your modem may disconnect unexpectedly:

1. Time Out: You may disconnect if there is no activity for 15 or 20 minutes (email is not considered activity on the server).  The length of time is different depending on your settings.  If you are using Internet Explorer, you can check this by clicking on Tools, selecting Internet Options and clicking on Connections.  In the Connections window, make sure you have "Always dial my default connection" marked.  On the right hand side of the screen click on "Settings" - in the next screen at the bottom, click on "Advanced."  In that screen if you have the option marked "Disconnect if idle for 20 minutes" simply click in the box to unmark it.  Click OK three times to return to Internet Explorer.

2. Call Waiting: If you have Call Waiting and do not disable it while online, an incoming call can disconnect you.  To disable this feature, double click on your shortcut to CVC Internet on your desktop.  Click on Properties.  In the properties screen find the section "To disable Call Waiting, dial _____ and enter *70 or 70# depending on your phone company. Note: If you disable Call Waiting and can no longer connect, please call the phone company to make sure of the number sequence is correct.

3. Modem Speed: The modem speed may be set too high for the Klamath Falls area.  To check your modem speed, double click on "My Computer" and double click on "Dial Up Networking" (Windows ME and 2000 may need to go into the "Control Panel" to find this option).  In the "Dial Up Networking" window, click once on your CVC Internet icon and click on the File menu in the left hand corner and select "Properties."  In the "General" screen your modem will be listed at the top of the screen with a "Configure" button under it.  Click on the "Configure" button and look at the Maximum Speed bps setting.  Typically, the modem is set at 115,200 and needs to be lowered to 57,600.  Click OK after making this change.  Click OK again to return to the "Dial Up Networking" window and close the window.  Fax machines and answering machines that are using the same line as the modem have been known to cause disconnects.  Disable any fax machine or answering machine and try to connect to the Internet without them on the line.  Simply turning them off may not have the desired effect.  To be certain, unplug the machine(s) and check to see that your modem is connected directly to the phone jack.

4. Phone Lines: What may work for voice communication may not work well for data communication  - especially high-speed data communication using networking protocols.  The Internet is demanding and everything has to be perfect, or close to it.  If you have tried all of the above and are still getting disconnected, then have your phone lines checked.  In most areas, it costs you nothing, and can only help in your quest.  Have your local telephone company check for more than voice quality.  Make sure you specify what you intend to use it for, and ask them to check for "data quality" for Internet use.  Don't be surprised if they tell you they only have to provide 9600 bps as mandated by the FCC.

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