Windows Vista - My dialup modem does not receive a dial tone.

Note: Some of the following procedures may require the use of an account with administrative privileges. You may need to click Continue or type in an administrative username and password during those procedures.

  1. Check the telephone line where you are connected.

    If it is a business:

    • Verify that the telephone line is not on a private branch exchange (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 need to dial a 9 or some other digit for an outside, local line.
    • Verify that there are no other telephone services on the line, for example voice mail, call messaging, or call waiting.

  2. If it is in 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 option may not work in some parts of the country. You may need to contact your local telephone company for accurate information on temporarily disabling this function.
    • If you have voice mail or call messaging, retrieve your messages before trying to use the modem.

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

  4. Remove any splitters, surge protectors, fax machines, or caller ID boxes. The telephone line from the wall needs to be connected directly to the modem jack on the computer.

    Note: Eliminating the surge protector is for troubleshooting purposes only. Reconnect the telephone line to the surge protector to protect against lightning or electrical damage, provided the surge protector has been ruled out as the cause for no dial tone.

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

  6. If the telephone being connected directly has a dial tone, connect the cable to the modem. Connect the telephone to the telephone jack on the modem. Try the telephone again for a dial tone.

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

  8. Check for issues pertaining to this symptom.

  9. Change the COM port assigned to the modem.

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

    2. Click the plus sign (+) for the modems category.

    3. Right-click the entry for the modem, and then from the menu, click Properties.

    4. Click the Advanced tab.

    5. Click the Advanced Port Settings button.

    6. Click the down arrow for the COM port.
      If the COM port is set to COM 3, change it to COM 1.
      If the COM port is set to COM 1, change it to COM 3.

    7. Click the OK button.

    8. A message stating that the COM port is already in use and are you sure you want to change the COM port is displayed.

    9. Click the Yes button.

    10. Click the OK button.

    11. Click the OK button.

    12. Restart the computer.

  10. Check for environmental concerns.

  11. If there has been an electrical storm since the modem was last used, the storm may be responsible for the failure. Although the computer appears to work fine, a lightning strike may have traveled through the telephone lines.

  12. Determine whether the customer lives near any high-power electrical lines. While this is a rare occurrence, close proximity to a power substation or electrical line may cause some telephone line interference. Check with the telephone company for this possibility. If possible, move the computer.

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

  14. To test a 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 box, type: device, and then click Device Manager.

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

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

  15. Remove all modems listed in Device Manager. Have the computer detect and reload the driver for the modem. Retry the modem.

  16. If the above steps to do not resolve the issue, follow proper escalation procedures.

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