Frequently Asked Questions on Dial-up Service
1. How do I connect my computer to the Internet?
If you have the D&E Jazzd dial-up CD and would like to set up your computer with it, please click here and follow the instructions on that page.
The D&E Jazzd CD is not required to use our dial-up service. If you already have an account, you may set up your computer manually as long as you know your local access number, username and password. Follow the instructions for your operating system:
2. How do I find my local access number?
To find a local access number to dial in to D&E Jazzd dial-up Internet service, click here to log in to the members section, access number search. Fill in the fields below to see if an access number is available in your area.
3. I don't remember my network user name or password — what can I do?
4. I'm getting a user name/password error message (691 Error) — what does that mean?
If prompted to retype user name and/or password this usually means there is a problem with the user name or password. In Windows this is often indicated by a "691 error."
User Name Formatting:
Lancaster, York, and Harrisburg Area users—your login name will be in this format:
Example: username.dejazzd.com
All other areas—your login name will be in this format:
Example: username@dejazzd.com
If the user name is correct, please re-type the password. Remember, the password is case sensitive. Check that the Caps Lock key on your keyboard is turned off.
Please contact technical support if this doesn't resolve your problem.
Call toll-free at 1-877-905-2993, option 3.
5. I'm getting a no answer message when trying to connect (678 error) — what does that mean?
A “No Answer” message generally means that the home computer and the ISP computer are not communicating properly. In Windows, this is often indicated by a "678 error."
Check that the correct phone number is being dialed. If it's not necessary for the area code to be used for local calls, then dial only the other seven digits.
Dial-up modems are very sensitive to telephone line conditions. Is there noise on the phone line? A hum or static on the phone line may indicate a phone line problem. Noise could lead to unsuccessful dial-up connections, and yield this error message.
Check for updated modem drivers. This may be especially important if the computer is a few years old. Updated modem drivers often include adjustments that allow the modem to work better. If the modem came with the computer, check the computer manufacturer's website. If the modem was bought separately from the computer, please check the modem manufacturer's website.
6. I'm getting disconnected a lot — what can I do?
There are a number of reasons why disconnections may occur:
If the disconnections occur after walking away or not using the computer for 20 minutes or more, it could be the result of Idle disconnects. This is usually related to settings on the computer that automatically drop the connection after a period of time.
Dial-up modems are very sensitive to telephone line conditions. Is there noise on the phone line? A hum or static on the phone line may indicate there is a phone line problem, and may often result in disconnections, or the inability to connect at all. Contact your local telephone company to have the phone line tested.
If the problem occurs when accessing e-mail, especially if using Outlook Express, there may be some settings that need to be adjusted. While Outlook Express is open, follow these steps:
- Click on the Tools menu and click on Options.
- In the Options window, click on the Connection Tab.
- Make sure that Hang Up After Sending And Receiving is NOT checked. However, confirm that Ask Before Switching Dial-up Connections is checked.
- Press Apply and then press OK to save these changes.
Dial-up modems are very sensitive to telephone line conditions. Is there noise on the phone line? A hum or static on the phone line may indicate there is a phone line problem, and may often result in disconnections, or the inability to connect at all. Contact your local telephone company to have the phone line tested.
Check for updated modem drivers. This may be especially important if the computer is a few years old. Updated modem drivers often include adjustments that allow the modem to work better. If the modem came with the computer, check the computer manufacturer's website. If the modem was bought separately from the computer, please check the modem manufacturer's website.
7. I'm getting a really slow connection speed — what can I do?
Slow connection speeds are often attributed to telephone line quality issues. For example, rural telephone lines may be less likely to connect in a good 56k speed range (42,000 to 52,000 bps). Also, make sure there is no obvious noise on the line like a hum or static.
Check for updated modem drivers. This may be especially important if the computer is a few years old. Updated modem drivers often include adjustments that allow the modem to work better. If the modem came with the computer, check the computer manufacturer's website. If the modem was bought separately from the computer, please check the modem manufacturer's website.
Make sure the dial-up modem is plugged directly into the wall jack. Also try unplugging other telephone devices in the house. Even caller ID units or satellite TV telephone connections can sometimes cause problems.
8. I'm getting a no dial-tone message when trying to connect (680 Error) — what does that mean?
A no dial-tone message means that the dial-up modem is not detecting a dial-tone. In Windows, this may appear as a “680 error.”
This can happen for a couple of reasons:
Verify the dial-tone sounds normal on a regular handset telephone. If a stuttering dial-tone is heard, this could mean there a voice-mail message waiting, especially if you have voice-mail or answering machine service through your telephone company.
Please check that the phone cord is properly plugged into the modem. There are often two phone jacks on a dial-up modem. One jack is for the phone line coming from the wall jack into the modem (“Line In,” sometimes has a picture of a jack) while the other jack is to plug in a telephone (“Phone Out,” sometimes has a picture of a telephone). If the phone cord is plugged into the wrong jack, it may cause this error.
Please confirm that the wall jack is working and getting a dial tone. Try plugging a telephone directly into that phone jack to test it. Remove any splitters or other phone cords that may be plugged in to test with the most direct connection as possible.
If this problem started suddenly after a thunderstorm or power failure, it may be possible that the modem was damaged and may need to be replaced.
