Expert: Stephen Hovey - 9/22/2007

Question
I'm trying to get a straight answer on dialup disconnects, and I believe my ISP (AT&T) has been less than honest. Also I am not expert on the technology of internet connectivity. I use dialup and usually there is no problem, and I connect at about 49,000 bps. For the past week I have had almost no success (except yesterday and today) in getting good connections. The speed has been about 21,000 bps, often disconnecting after about a minute, and getting error messages such as authentication failure (check password) or modem error messages (check configurations).

I had my computer and modem checked at a computer shop and no problem was detected. The ISP (2nd tier) said that often the lines are congested or there might be a problem with my telephone wire. The computer guy suggested that ISPs use many servers (does that mean computers), they sometimes discontinue servers and some of them are slow (not congested?) He said the best thing to do is re-try connecting immediately and see if I can get a better speed, about 49,000. My internal modem is 56K. He also said check my telephone line. I called the telephone company and they tested from their offices, saying there is no problem there.

My question: from what you have read on my problem, what would you think is the most likely clarification or explanation of what is going on? I tend to believe what the computer guy said about the different servers but I'm unclear why a single dialup number could access multiple servers within an ISP. I am not asking you to solve my problem, only to explain why I might be having it. Thank you!

Answer
Drops and low connect rates indicate your phone lines.  Either you have something noisy on another extension in your house, your phone cord is bad, there is water in a box on a pole down the street, or something.  When the phone company tests, they test for VOICE quality - not modem quality.

The way to get them to check better, is to NOT mention modem use, but say that you get crackle bursts that are driving you bonkers talkin to your mom.

The slightest noise will mess up a connection.  Periods of drops/slow connects are not uncommon, especially during weather shifts.