Windows Vista - My dialup modem does not connect to the Internet.

  1. Ensure that any ISP software is compatible with Windows Vista. If not, download any upgrades from the ISP's Web site.

  2. Ensure that the telephone line is connected to the correct jack on the computer.

  3. Check the telephone line where you are connected.

    If it is a business:

    • Verify that the telephone line is not on a PBX telephone system, digital telephone line, or another type of telephone system that allows calls to roll from one telephone line to the next.
    • The telephone line must be on a direct analog line.
    • Determine whether you have to dial 9 or some other digit for an outside, local line.
    • Verify that there are no other telephone services on the line, for example voice or call messaging or call waiting.

    If it is a home:

    • If you have call waiting on the modem line, disable it by dialing a *70 at the beginning of the dialing string.
      Note: The *70 may not work in some parts of the country. Reference the local telephone company for accurate information on temporarily disabling this function.
    • If voice mail or call messaging is enabled on the line, retrieve the messages before trying to use the modem.

  4. Bypass all splitters, surge protectors, answering machines, caller ID boxes, or fax machines.

  5. Connect the regular telephone into the wall jack to check for a dial tone.

  6. Find out if a wireless phone jack is being used.
    This device plugs into a power outlet and transmits a telephone signal through the house wiring. It is used in areas that no telephone line is accessible. It causes interference in the phone line, and the modem will not work properly while one of these is in use. The modem has been known to dial, and sound as though it is connecting, but not actually connect due to one of these devices.

  7. If possible, try another telephone cord between the computer and the wall.

  8. Check the length of the telephone cord. It may be too long. Connect with a shorter cord.

  9. If available, try another telephone jack or telephone line.

  10. Check for environmental concerns. If you live near any high-power electrical lines, while this is a rare occurrence, close proximity to a power substation or electrical line may cause some interference with the telephone line. Check with the telephone company for this possibility. If possible, move the computer. Otherwise, note the response in the event text and continue troubleshooting.

  11. If there has been an electrical storm since the modem was used last, the issue may be the cause of the failure. Although the computer may appear to work fine, a lightning strike may have traveled through the telephone lines.
    Note: Continue troubleshooting and document the response in the event notes. This information must be included if it is determined that the computer needs to be sent in for service. See the Lightning Strike Policy.

  12. Disconnect all the telephones using the same telephone line.

  13. Configure a dialup network connection for testing the modem.

  14. Test the modem. You must be logged on as an administrator or a member of the Administrators group in order to complete this procedure. If your computer is connected to a network, network policy settings might also prevent you from completing this procedure.

    1. Click Start. In the Start Search dialog box, type: device, and then click Device Manager.

    2. Click the plus (+) sign in front of Modems, right-click on the modem driver, and click Properties.

    3. Click the Diagnostics tab and click on the Query Modem button.
      Note: This procedure sends standard AT commands to your modem, and displays the responses that indicate features supported by your modem.

    4. Configure a dial-up network connection for testing the modem. Remember to remove when completed.

      If following the above procedures did not resolve your problem, please contact Gateway through one of the following methods: