Below is a list of Frequently Asked Questions regarding connectivity issues.  If you don't see an answer to your specific problem, please email us at support@pngusa.net.  We will update the site as necessary as our desire is to serve you in the most comprehensive way possible.

1.  When I try to connect why does it keep re-prompting me for my password?

2.  Why do I always get disconnected after 15 minutes? 

3.  Why do I seem to get disconnected so frequently? 

4.  Why does it say that I am not getting a dial tone?

5.  Where can I learn more about modems and the difference in modem technologies?

6.  Why does my friend two blocks over connect so much faster than I do?

7.  How can I disable my call waiting?

8.  Why can't I connect at 56K? 

9.  Can weather cause problems logging on or cause me to connect slower? 

10.  How can I connect to the internet faster?

1.  When I try to connect why does it keep re-prompting me for my password, even after I enter the correct one?   Even though the error that you are probably getting actually specifies that the password is incorrect, it may be referring to the username or the password. The easiest way to fix this problem is to bring up the initial "Connect to" box (where you actually press the button that says "Connect"). In this box, you will see an area for your username, an area for your password, and the phone number that you are dialing. You need to place your cursor into the area for username and delete whatever may be there (even if it appears to be correct)! After the box is empty, you will proceed to hit the delete key approximately 5-10 more times. Repeat the EXACT same process in the password area. After both fields have been completely cleared, re-enter the username and the password. What tends to cause a problem like this is an extra or unexpected character in one of the two fields, usually a space that we are unable to see. Click here to return to the top of the page.
 

2. Why do I always get disconnected after 15 minutes?   If it seems that you are consistently getting disconnected after 15 minutes, you may have the idle time out option selected. Idle time out occurs if you are connected but do not have any type of activity for a certain amount of time. This usually happens if you leave the computer to eat dinner, etc. and stay online while you do so. Since you are not actually doing anything on the Internet, you are considered idle. Most Internet Service Providers implement an idle time out policy to keep the lines free for other users who want to get online. But if you are experiencing these time outs quicker than your ISP's policy is for, you probably have the option set on your computer.

If you check your Internet Options (located in the Control Panel), you will see where this setting is located.

a. Click on the "Start" button
b. Go up to "Settings" and select "Control Panel".
c. Double-click on the icon labeled "Internet" or "Internet Options".
d. Click on the "Connection" tab and you should see your connection located in a box.
e. To the right-hand side, you will find a button that says, "Settings." Click on this button.
f. Inside the new "Settings" window you will find another button that says "Properties" that you will want to click on.
g. In the "Properties" for your connection you will find a "Configure" button at the bottom of the window. Click on "Configure".
h. You should find a tab marked "connection". When you hit this tab you will find the idle time out option located near the bottom. Make sure that this box is unchecked.

It sounds confusing but if you follow the instructions step by step, you should have no difficulty fixing this problem! Click here to return to the top of the page.
 

3. Why do I seem to get disconnected so frequently?  If you find your connection being terminated while you are working online, not idle, but actually surfing the Internet or sending mail, you most likely have an unstable connection.  (If you have call waiting, it is possible that when a call rings through, it is bumping you off-line.  Proceed to FAQ 7 for information on how to disable it.  If it is disabled, then proceed with these instructions.)   This is caused by your modem connecting at a rate that your phone lines cannot handle. While the modem is trying to transfer the data, the phone lines struggle to hold the connection and a lot of times the connection is dropped. This problem is easy to resolve. You simply need an initialization string to help control your modem's speed of connection. This string can usually be found in the Owner's Manual, or you can call the place of purchase or the manufacturer. Once you have established which string will work with your particular modem, place the string in the following location:

a. Click on the "Start" button.
b. Go up to "Settings and select "Control Panel".
c. In the "Control Panel" you will find an icon called "Modems" that you will double-click on.
d. Inside of this window you should see your modem displayed. Select the modem and press the "Properties" button.
e. Once inside the modem properties window, you will find a tab labeled "connection" that you will select.
f. Now you will find a button that says "Advanced". Click this button.
g. Finally, in this window you will see a textbox marked "Extra Settings". Put your cursor into this field and enter the string that you have obtained from the manual, computer store, modem manufacturer, or Internet Service Provider. A list of generic init strings can be found on our init string page.  The string should ALWAYS be entered in one case. All letters need to be upper- or lower-case, not a mixture of both.

This should take care of the problem! Another option when working with modem commands is to use the Internet as a research tool. Choose any search engine that you prefer (for example, www.altavista.com, www.yahoo.com, or www.lycos.com) and do a simple search on the word "modem" and you will find more resources than you have time to read.

The phone company will check your phone lines for noise, if you feel that bad phone lines might be the culprit.  Click here to return to the top of the page.
 

4.  Why does it say that I am not getting a dial tone?  If you attempt dialing in and get an immediate error that there is no dial tone, there is something wrong with the modem or the phone line. It is usually a problem with the modem not being plugged in correctly. Make sure that the phone line is plugged into the correct spot on the back of your computer and that it is plugged into the phone jack on the wall. If it all looks correct, unplug the computer and try an actual telephone in the jack. Does it have a dial tone? If there is a dial tone at this point it would be a safe assumption that the modem is not plugged in properly and that is what you need to fix. If there is no dial tone with the handset either, it is time to call the phone company! If there is a dial tone, and you are certain your modem is plugged in correctly, it is possible that your modem is not functioning properly. Contact your computer vendor/manufacturer if you think this is the problem. You also need to know if a 9 should be dialed for an outside line. If you are not dialing the 9 first and it is required, it may give you this error.  Click here to return to the top of the page.
 

5.  Where can I learn more about modems and the difference in modem technologies?  Using the Internet as a tool is one of the best ways to learn about many things, including modems.  A few helpful sites are:

  http://www.56k.com/
  http://www.modemhelp.org/
  http://modems.rosenet.net/
  http://www.teleport.com/~curt/modems.html/

These are just a few examples of some of the helpful sites that you can access.  There are far more sites than this available on the Internet.  All you need to do is a simple search on modems or modem help in your favorite Search Engine! Click here to return to the top of the page.
 
 

6.  Why does my friend two blocks over connect so much faster than I do?  People that live in the same neighborhoods often experience variations in their Internet access.  This is  because there are so many contributing factors that control your connection.  Phone lines (internal and external), modem brand and chipset, the Internet Service Provider’s equipment, and your location in regards to your Central Office all play very important roles in the service that you will receive.  Your modem may not be quite as compatible with the service provider’s equipment as your neighbor’s may.  The phone lines running through their house may be in better condition.  Unless you are actually experiencing problems with the service, your connection is probably fine.  You will be connecting around the maximum speed that your modem/ISP/phone lines can handle.  Also see FAQ 8.   Click here to return to the top of the page.
 

7.  How can I disable my call waiting?  To disable call waiting, double-click on the “My Computer” icon located on your desktop.  In this Window you will double-click on the “Dialup Networking”icon.  In Dialup Networking, right mouse click on your connection icon and select “Properties”.  You will see the number that you are currently dialing inside of this window and you need to simply put your mouse in FRONT of the number showing and type “*70,”  (you will not need to put the quotation marks).  Call waiting has been disabled.  It is also a good idea at this point to uncheck the box located beneath the “Country code” field.  The option will say “Use area code and dialing properties” or “Use country code and area code”.  Simply uncheck. Click here to return to the top of the page.
 

8.  Why can't I connect at 56K?  All of our dialup numbers are 56K compatible.  However, your connection speed to the internet is limited by several factors.

Local (at your residence)  factors  include:

1.  Line splitters to more than one device such as Fax machines or another phone can slow your connection.  If you are using "pass through" devices, make sure that your modem is the item which is directly connected to the phone jack for optimum performance.
2.  The quality of the modem itself also affects your connection speed.  Cheaper software driven modems don't perform as well as the more expensive, hardware driven modems.  In the realm of modems,in most cases you get what you pay for.
3.  The modem type can also affect your connection speed.   Some modems attempt to use multiple protocols  (Flex, X2 or V.90) or have a "dominant" protocol which is not V.90 compatible.  In most instances if this is the case, an intilization string (init string) can be given to force/disable the correct protocol  (see FAQ3 on how to input an init string).    Some modems are not V.90 compatible.  We recommend that you upgrade to V.90 since this has become the standard for 56K modems.   Some modem manufacturers have firmware that you could download to upgrade your modem to V.90 or you may even try calling your modem's manufacturer to find out more information.

External (outside of your residence) factors include:

1.  The quality of the phone lines in your area.   Your phone lines are the most common factor that limits your connection speed.  This is normally due to line noise/static.  To test your line for noise, just pick up the phone and listen for static on the line (it is as simple as that).  If you hear static, then contact the LEC (local phone company).  However, just because you don't hear static does not mean that line noise is not your problem.  It could be a switch at the CO (central office, which is where the analog lines are converted to digital) is bad, you could be experiencing phone spikes, or there could be a slight short somewhere in the lines.  These will all reduce connection speeds but aren't necessarily audible by just picking up your phone.  Analog lines (that's the type of lines between your home and your CO) break down and degrade very quickly.  Even weather conditions can affect the quality of your lines (see FAQ9).   Try disconnecting all phones from the phone jacks and waiting 15 minutes. After 15 minutes plug in one phone and wait 5 minutes in between connecting the rest of the phones.   This will reset your lines.
2.  Your proximity to your CO.  Your proximity to your CO (central office, which is where the analog lines are converted to digital) will affect your connection speed.  If you are further than 3 1/2 cable miles you won't be able to connect at 56K speeds.  Remember, you might be closer "as the crow flies"  to your CO than 3 1/2 miles, but that doesn't mean that you are that close in cable miles.  If you live in a rural area, you most probably are  not going to be able to be able to connect at 56K speeds.
3.  The amount of traffic on the Net.  Although this should not affect your actual connection speed (your modem connection speed), the amount of traffic on the Net or on a particular server can slow downloads or the speed at which webpages load.
4.  FCC regulations.  Regardless of what type of 56K modem you use the FCC has put a limit on the amount of electrical power in phone lines.  This limit is currently 53K.  If you are connecting at 115200, 57600 or 38400 this is not your connection speed, but this is actually the speed from your modem to your computer.

The industry average for connection with a 56K modem is between 42 kbps to 48 kbps.  However, this does not mean that if you can't connect at that speed then there is something wrong with your modem or ISP.   If you would like to test the capability of your line to see if it supports 56k you can click on 3Com's testline.   Also see FAQ 6.  Click here to return to the top of the page.
 

9.  Can weather cause problems logging on or cause me to connect slower?  If you are or have experienced problems logging on to the internet and have been able to log on with no problems prior, it  is probably caused by weather conditions such as rain. Rain causes static in the phone lines due to the presence of moisture and could last for days after adverse weather is gone.  People who live in rural areas have even noticed a difference in connection stability and speed when the wind blows.  What can you do? Look at your settings and ensure they are properly set. This is the single most common cause of failures to logon. Continue to try, eventually you will log on. Click here to return to the top of the page.
 

10.  How can I connect to the internet faster?  The best thing you can do is to upgrade your modem if you are using a 14.4k, 28.8k or 33.6k or even if you have X2 or Flex modems. But the fact is that if you have a 28.8k modem and you can't connect at 28.8k, then you won't be able to connect at 56K (even if the FCC allowed it). If you really want to increase your speed, we offer single and dual channel dedicated and dial-up ISDN (Integrated Service Digital Network) which will allow you to connect at 64k or 128k if you have dual channels. Click here to return to the top of the page.