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Most connection problems are fairly easy to diagnose and correct.  Below are some of the most common connection problems that we hear about.  You can check the fixes for these problems before you call or email for help.  You can also visit this website, http://www.56k.com/trouble/connect.shtml, which does a great job of explaining why connections are slow and what you can do to fix them.  If these do not correct your problem, you can use the form below to email your issues to our support team.


1.  I keep getting the message "No dial tone" and I can't get connected.
2.  I connect and then get disconnected immediately after it verifies my user name and password.

3.  I get the message "there is a problem with your network settings"  and I can't get connected.

4.  I get the message that there is a problem with my user name or password and I can't get connected.
5.  My system disconnects me if I have been idle for a certain number of minutes.
6.  I get connected but then I have frequent disconnects in the middle of what  I am doing.
7.  My 56K modem is connecting at a much slower rate than 56K.  Why?

8.  None of the above relate to the connection problem I am having.


1.  I keep getting the message "No dial tone" and I can't get connected.

The first thing to remember is that if you have no dial tone, you are not dialing out of your house, so there is no way you could get connected to our service. You must have a dial tone to do so.  

There are three things to check if you get this message.

a.  Make sure that the phone line is plugged into the wall jack for the telephone.

b.  Make sure that the phone line is plugged into the computer, and is plugged into the modem slot that says "line" and not the one that says "phone".  The "line" slot is the one that actually uses the phone lines.  The "phone" slot is a pass-through slot that allows you to have a regular phone attached to the modem for when you are not online.

c.  If the above are correct, plug a regular telephone into the phone line and see if you have a dial tone.  If you do, then there is a problem with your modem and you should contact your computer repair company.  If there is not, there is a problem with your phone line and you should contact your telephone company.

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2.  I connect and then get disconnected immediately after it verifies my user name and password.

In general,  this happens when someone else is already on the system with your user name and password.  This connection problem usually occurs with businesses that share a user name and password, but we have had a few instances of individuals giving their information to a friend and then being unable to connect because the friend is connected using the account.  Our system is set up so that each user name is allotted one and only one modem and phone line at a time, so if someone has already signed on using your name and password, you will not be able to sign on until they disconnect from the service.  

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3.  I get the message "there is a problem with your network settings"  and I can't get connected.

This is one of two error messages that you may receive if there is a problem with the financial end of your account.  The other message is "Your account has been disabled.  Contact your service provider."  Both of these messages are generated automatically, along with the disabling of your account, by the billing software when the payment for your bill is 40 days overdue.  You will continue to get the message and be unable to use your account until your account is brought current.  Please remember that billing for The Wizard OnLine is always in advance of usage. 

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4.  I get the message that there is a problem with my user name or password and I can't get connected.

There are several things to check if you get this message.

a.  Make sure you have not tried to change your user name or password without letting us know what you have changed it to.  This is your security so that no one else can access your account, and we have to know what you are using so YOU can access your account.

b.  Make sure that you only have your user name in the text box, not your email address.  You should not have "@twol.com" in this box.  If you do, delete it and retype only the user name.

c.  Make sure that the user name and password were typed into the text boxes in all lower case letters, with no spaces in front of or behind the letters.  

d.  If all of the above are correct and you still get the message, delete the user name and password and retype them both anyway. Sometimes, as we all know, computers have a mind of their own and you just have to agree with them and do it over. 

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5.  My system disconnects me if I have been idle for a certain number of minutes.

This occurs if you have configured Internet Explorer to disconnect if you do not move within it for a specified amount of time.  To check this, follow the directions below.

a.  Open Internet Explorer

b.  Click the Tools menu, then click the Internet Options command.

c.  Click the Connections tab.

d. Click once on the default dial-up connection so that it is highlighted, then click the settings button.

e.  Click the Advanced button in the next screen to come up.

f. Uncheck the box that reads "Disconnect if idle for more than  __ minutes, then click OK until you are out of the Internet Options windows.

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6.  I get connected but then I have frequent disconnects in the middle of what  I am doing.

This is generally a problem with phone lines.  Line noise can create unbelievable havoc with modems and connections, both in speed and disconnects.  Have your phone company check your phone line for trouble spots.  You can also visit http://www.56k.com/trouble/connect.shtml to check the various reasons and fixes for this problem.

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7.  My 56K modem is connecting at a much slower rate than 56K.  Why?

There are numerous reasons why this could be happening.  Please visit http://www.56k.com/trouble/connect.shtml to check the various reasons and fixes for this problem.

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For more information, please contact The Wizard Online at 970.542.0355 or admin@twol.com.