There are a myriad of different problems you can have connecting to the Internet related to configuration. The first thing to consider is whether you use a program provided by the ISP, such as AOL, or if you are using Windows dial-up networking. The programs vary greatly, so if you do have a problem, you'll have to consult the program vendor. Windows configuration can, however, play a big part in connecting, even if you're using third-party software.

On the CD The Industry Contacts file on the accompanying CD-ROM has a section on ISPs.

Note If you're using a free ad-based Internet service, you'll probably have a difficult time getting anything beyond automated technical support.

The main configuration problems are related to the following:

Selecting the modem.

Dialing the correct numbers, including the area code if necessary, the code to disable call waiting, codes required to get an outside line, even calling card numbers.

Username and password.

Any other settings required by the ISP.

Windows Dial-Up Networking (9x), Network Connections (2000/XP)
Access Internet connection wizards in these places:

9x: Dial-up Networking is accessible in Control Panel, and often in My Computer. Create new connections and access existing ones in Dial-up Networking.

2000: Create new connections using the Internet Connection Wizard. Although this can be started in several places, it is always available through Start > Programs > Accessories > Communications > Internet Connection Wizard. View existing connections in Network & Dial-up Connections, also accessible through the Communications folder.

XP: Create new Internet connections by using the New Connections Wizard, accessible through Start > All Programs (or Programs) > Accessories > Communications > New Connection Wizard. Access existing connections in Network Connections, also accessible in the Communications folder. XP also has a Network Setup Wizard, which allows some Internet configuration such as sharing an Internet connection with other computers and enabling or disabling the built-in Internet Connection Firewall (ICF). We discuss the ICF later in this tutorial.

The 9x wizard is rather simple. The 2000 and XP wizards are also simple, although they offer more choices. Early in each wizard, you'll be prompted to select a modem. If there is no modem installed, or the modem is dead, Windows will attempt to detect and install the modem. Install or troubleshoot the modem before starting the wizard. If there is more than one modem, make sure to choose the correct one.

The main issues with dial-up connections are dialing the correct numbers, using the right username and password, and setting up any requirements from the ISP and local telephone company. To see a connection, open Dial-up Networking or Network Connections. You should see all the dial-up connections on the computer along with an icon to add a new connection.

Never dial a connection: Selecting this button means that Windows will never dial a connection unless the user chooses to connect.

Dial whenever a network connection is not present: This is the setting to choose if you want to always be connected whenever Windows is running. This is great for high-speed Internet, and occasionally useful with dial-up, but it can also be extremely annoying to the user, especially when using a laptop that is not connected to a telephone line, high-speed line, or wireless network source.

Always dial my default connection: This setting will cause the computer to dial the default connection whenever the user opens a Web browser (such as Internet Explorer) or clicks an Internet link in a document, whenever the computer is not already connected to the Internet. Many people like this setting, although some don't.

Note These three settings also appear in Control Panel > Internet Options on the Connection page. Internet Options is also accessible from the Tools menu in any Internet Explorer page.

There are times when you'll be setting up new connections. Here are a few tips that can help streamline your experience with 2000's and XP's wizards:

2000's and XP's wizards give you the option of setting up a new Internet account, and 2000's gives you the option of transferring your existing Internet account to your computer. These make use of Microsoft's Internet Referral Service, which can't list every ISP available in every area. Forgo these options and use the choice to set up your account manually unless you want to use MSN®.

Broadband Hardware Issues

The two most popular types of consumer and small business broadband connections are Digital Subscriber Line (DSL) and Cable Internet.

DSL: DSL transfers data across regular analog voice telephone lines at a different frequency than voice conversations, allowing voice and data to flow simultaneously. To keep the Internet signals from interfering with voice, fax, and even dial-up signals, DSL filters must be attached to every telephone jack on that telephone line (or one heavy-duty filter used for all the other jacks). Don't forget to install filters on every device connected to the telephone line except the DSL modem. This includes fax machines, computer modems, alarm systems that dial the telephone, and utility (water, gas, electricity, etc.) meters. The individual DSL filters should be connected between the telephone jack and the device.
To connect DSL to your computer, use a standard telephone cable to connect the wall telephone jack to a DSL modem (or DSL router). Do not use a DSL filter on this connection. The modem connects to the computer either with an Ethernet cable to an Ethernet adapter (see tutorial 8) or to a USB port (unless the DSL modem is an internal expansion card). Any of these cables or devices represents a potential point of failure. If you rule out everything else, it is likely that the modem (or router) is the problem. Make sure the modem is powered and connected, and that all cables are intact. You can also check the telephone line by unplugging the telephone cable from the DSL modem and plugging it into a telephone. You should hear a dial tone with no interference. (The interference comes from the modem, not the telephone line.)

Tip If DSL is being used where there are multiline telephone jacks, make sure the DSL modem is connected to the correct telephone line.

Cable Internet: This makes use of cable television cables, which already have a great deal of bandwidth. A television cable gets connected to a cable modem that connects to the computer either through an Ethernet cable to an Ethernet adapter (see tutorial 8), or through a USB port. Because televisions and VCRs have tuners, there is no problem with interference. Cable modems simply tune to a frequency not used by television channels.

Here are some items to check when troubleshooting suspected cable Internet hardware problems:

Check for a damaged television cable.

Did anyone install or remove a cable splitter? Cable modems can be finicky. If the signal is too strong or weak, the Internet connection might fail. Splitters reduce the signal strength by a factor equal to the number of extra outlets in use.

Make sure the Ethernet or USB cable is good. The Ethernet cable in most cases must not be a crossover cable (see tutorial 8).

Check the cable modem for power (or if the modem is an internal expansion card, check its status in Device Manager.

Tip After connecting or reconnecting a broadband modem, you'll have to wait for the ready light or equivalent to indicate that the connection was made, often by the light glowing steadily and not flashing. This usually takes a minute or two. If it doesn't indicate a connection, the problem could be the modem or the telephone/cable line. Call the ISP.

There are a great many Web pages with useful information for troubleshooting broadband connections. Search for DSL troubleshooting or cable modem troubleshooting.

Data Transfer Speed Issues

Speed of data transfer is affected by viruses and malware, just as the inability to get Web pages at all. There are, however, some other steps you can take to try to resolve these issues.

Telephone Line Problems

Windows Dial-up Networking and most Internet software have an indicator of connection speed. Usually, you can view the speed by moving the pointer over the appropriate icon in the System Tray.

If you have slow speeds, such as under 38 Kbps with a 56K modem, and/or the Internet connection is frequently dropped for no apparent reason, the problem might be in the telephone line. Hotel room telephone lines often have extraordinarily slow speeds; it is unusual to connect at faster than 19 Kbps from a hotel room, regardless of whether the property is a cheap motel or a four-star property (although some hotels are installing new telephone systems allowing faster connections). There is nothing that the user can do about it unless the hotel has a high-speed network connection, as a small, but increasing number, do. The user should test the connection speed from different residential telephone lines. Chances are that most will be faster than hotel lines are. If, however, the connection speed is very slow or the connection gets dropped frequently in a residence, there might be a problem with either a noisy telephone line or with the ISP. To attempt to rule out the ISP, the user should sign up for a free ISP such as NetZero (netzero.net) or Juno (juno.com) just to test the connection speed and reliability (assuming that the free service isn't using the same telephone number to connect as the primary ISP is). If they are significantly faster or more reliable, the problem is most likely with the ISP. If they are no faster or better, the problem is probably in the telephone line. This could be a problem with internal house wiring or with external telephone company wiring, or both. Have the user check with the telephone company, noting the possibility that there could be a substantial charge in some cases for the telephone company to repair house telephone wiring.

Call Waiting and Voice Mail

When setting up a dial-up Internet connection, the user must know if the line has Call Waiting from the telephone company. Call Waiting is the feature that signals someone during a telephone call that another call is coming in and allows switching between one call and another. Normally, those users with Call Waiting wouldn't want to be disconnected from the Internet every time another call comes in, so most or all connection programs have a provision to dial the deactivation code before the telephone number. In most or all cases, this code is *70 (1170 with a pulse-only line). However, having the software programmed to dial this on a laptop will likely cause the connection attempt to fail when dialing from a telephone line without Call Waiting, such as a hotel room. Therefore, the user should not use *70 when setting up a connection to use on a line without Call Waiting.

Telephone company voice mail is very helpful for those who have dial-up Internet service. With voice mail, the telephone will never be busy. If the user has both Call Waiting and voice mail, the call waiting should be disabled in an Internet connection. A problem that can occur with voice mail is if the telephone company uses a pulsing dial tone to indicate a new message. In some cases, the modem will not detect a dial tone. To solve this problem, either listen to all your messages before trying to connect, or add three commas to the beginning of the telephone number to dial. Commas are seen as pause indicators by the system.

There are also Internet answering machines and software. We haven't tested any of the hardware devices, but their advertisements say that they allow incoming calls to come in when the telephone line is connected to the Internet. The most notable software-based system is the CallWave® Internet Answering Machine® (callwave.com). This software requires Call Forwarding from the local telephone company. You simply forward the calls from the telephone line to a toll-free number provided by CallWave, and callers will hear an announcement prompting them to leave a message. Their message will then be played on your computer while you are online. AOL has a feature to accomplish this as well for an extra charge.

Firewalls

A firewall is a program or hardware device that keeps hostile attackers from accessing a computer's data. Firewalls can help prevent virus transmission, and overall, they are good to have. Unfortunately, configuration of some firewalls can be painstaking. Without proper configuration, certain firewalls can block all Internet access.

Certain products come with firewalls. For example, Linksys routers act as firewalls, but the router firmware also makes available a trial version of a software-based firewall. Trend Micro's PC-Cillin antivirus program comes with a firewall that, at least in recent versions, won't deactivate even when the program settings indicate that it is disabled. (To disable it in 2000 or XP, go into Services and disable the Trend Micro personal firewall service there.) As mentioned earlier, Windows XP comes with the ICF.

Here are some basic recommendations about use of firewalls:

Use of more than one firewall on a system will probably stop most or all Internet traffic. Stick with one.

If you are using Internet Connection Sharing in 2000/XP, enable the ICF or use another firewall product.

If you use a proxy server to connect to the Internet, don't use a firewall, except on the proxy server. (It is not necessary to know what a proxy server is for our purposes.)

See XP's Help and Support for more information about the ICF.