Q

Checking your lines manually.

A

This information is being sent in behalf of Total Net NH to you because you have reported that you have one of the following conditions:

1. Poor Connection Speed
   
2. No Connection
   
3. You are Curious about your phone Line Quality

* Please note that this information exists only because IBM has posted their research and solutions on their HelpDesk website.

Connection Components

Connection problems usually center around three things, these three items can adversely affect one another. Therefore a noisy phone line problem can be magnified if you are using an inexpensive modem, but can be decreased if you have a high end modem with the latest updates. The three factors of a connection include:

1. The Dialer Software and Operating System
2. The Modem (it is always good to try another modem if possible)
3. The Phone Line

If any of the three are unreliable your connection will be affected.

"Listening" for Noise on your Phone Line

1. How to "Listen" to your Phone Line:

   If you have any connection problems it may be related to "Line Noise" from your phone line. In order to really listen to your phone line you need to get rid of the dial tone. Lift up the phone handset and dial any number valid for your location (i.e. in the U.S. try dialing a 1). Once the dial tone is gone you have about 30 seconds to really listen to your phone line (after about 30s the line may change to a busy signal). Listen closely to the line and verify you do not hear any pops, bangs, crackles, creaking or faint voices in the background. Any of these noises can cause your modem connection to fail.

2. Possible Sources of Noise and Checking with Another Phone:

   These noises can be caused by something simple. Maybe a loose screw on a connector block somewhere between you and the exchange or water in one of the Telco cable ducts where the water-proofing (around the cable joints) has started to break down. It could also be a bad connection in the house somewhere and not necessarily on the line extension that is feeding your modem. Voices (or crosstalk) are not so easy to find and are usually more likely to be further into the system. The noises can also be coming from your phone or external wiring. So plug another phone directly into the wall jack and repeat the procedures above.

3. Wiring In and Around your Phone Jack:

   Cordless phone jacks and extra "outside wiring" near the phone jack should be removed. If you have a double phone jack on the wall try disconnecting the other phone line. All of these items may cause interference and connection problems.

Checking Line Quality with your Modem

To use your modem to run phone line diagnostics go to the following website for intructions: ModemHelp.net

Contacting the Phone Company

1. Before contacting your local phone company you should:
   1. Obtain the Modem Help Guide (if possible try another modem and verify your modem is hardware error correcting with the latest firmware revision).
   2. Go through the Listening and Modem testing procedures thoroughly.
2. Obtain all relevant information and contact your local Telco:

   Be ready to advise them that you have Line Noise and/or Low Line Level . Explain to them you are using a modem (do not hide this) and tell them normal voice communications is fine. If you do not tell them you are using a modem they will run a "quick" test and say the line is fine. This is not an accurate test, it is always best to have someone come on-site. If possible ask for a Data or "Fax" specialist. Ask if your digital exchange has a setting to have AGC (Automatic Gain Control) turned off and your line setting at the exchange set to position 5 . Also ask the phone company to perform a trace from your home to our equipment (trace the call from your home to our local access number). Have them check the signal strength and quality through each Central Office . It may take several visits to locate the true source of the problem especially when Line Noise is present.