There are three reasons you may get dropped off the Internet.
1. Your Internet provider disconnects you.
2. Your computer disconnects you.
3.Your modem and the Internet Providers server are unable to properly communicate.

Now let's define why and when each of these may happen.

1. Your Internet provider disconnects you.
At TRUEVINE there are two reasons you may be purposely disconnected during an Internet connection.

a) You have not accessed any information on the Internet in the past X minutes. TVO has an "idle timeout" of 10 to 30 minutes (depending on calling group), if you leave the computer or don't do anything on the Internet for this  amount of time you will be disconnected. If you simply click on a web page, check your email, or run ICQ/IM you will not be disconnected.

b) You have been online continuously for more than 4 hours. True Vine has a "session limit" of 4 hours. For example if you connect at 12:00pm and stay online without disconnecting until 4:00pm then you will be disconnected
These are the only situations in which True Vine will automatically disconnect you from the Internet. There is nothing else in the True Vine system that can or will disconnect you.

2. Your computer disconnects you.
There are a couple of situations in which your computer would disconnect you from the Internet.

You may be getting disconnected because your Internet connection idle time had reached the limit. Your computer has a time-out setting. To check your "idle timeout" setting:

If Connecting using TVO-ALLNETS:
Open TVO-ALLNETS
Click PROPERTIES
Click OPTIONS
Increase the IDLE TIME OUT time

If using Windows Dial Up Networking:
Double click on "My Computer"
Double Click "Dial-up Networking"
Right Click over your Internet connection
Single click properties
Click the "Configure" button
Click the Connection Tab
You should now see a tick box with "Disconnect a call if idle for XX minutes"
Untick this box if it is ticked.

You may be getting disconnected because you have Outlook Express set to disconnect after you have checked your e-mail (pressing the send and receive button). You can check to see if this is set by doing the following:

Open Outlook Express,
Click tools at the top,
Click options from the drop down menu,
Click the connection tab
From here make sure there is NO tick in "hang up after sending and receiving".
Click OK to save the changes.
Done.

If you didn't see the connection tab, then click the dialup tab,
From here, make sure there is no tick in "Hang up when finished sending and receiving or downloading"
Click Ok to save the changes. Done.

3. Your modem and the Internet Providers server are unable to properly communicate.
Your computer talks to the Internet through your modem. Your modem communicates with sounds and turns them into data that your computer can understand and use. Today's modems talk at speeds of up to 56,000 kilobits per second so they are very sensitive to poor quality phone lines. Additionally some modems are better than others in dealing with phone line problems.

What can cause modem/phone line communication problems.

You may have call waiting on. To turn off call waiting:
The code to disable call waiting is different with different phone
companies. Check with your phone company for the correct code.
In MOST areas you can put *70,  in front of the phone number

Try unplugging any devices from the back of the modem
Some modems have two phone jacks on the back: one is for the line connected to the wall jack. The other is for plugging in a telephone, answering machine, fax machine, etc. Try unplugging your telephone or any other device attached to the back of the modem.

Try unplugging other telephone equipment in the house
It's possible for other devices on the same phone line to cause problems with your connection. Try unplugging all other phones, fax machines, and answering machines on the same phone line. This includes all phones that are on the same phone number, even if the are connected in a different room.

Update you modem Drivers
You should insure that the driver your computer is using is the correct and latest version. There are normally updated drivers on the manufacturers web site.

On the CONTROL PANEL  click MODEMS and note the name of your
modem. Then go to http://modemhelp.net/ and read any articles
regarding your particular modem. At that site you'll find links
to most modem manufacturers web sites to download latest
driver software.

If you have done all of the above and you still have the problem then you likely have a modem that does not work well with your phone line.

PROBLEM MODEMS (software based modems).... consider replacing it.
PLEASE SEE
Some of the worst problem modems include:
- US Robotics Winmodem
- Lucent LT Winmodem
- Conexant Modems
- Motorola Modems
****>>>> Should you decide to replace your modem. Be sure to buy
a HARDWARE based modem and AVOID ALL WINMODEMS
or Software modems.
(If the box says it REQUIRES Windows, it is software, don't buy it)
Good hardware modems include:
- Hayes Accura
- Zoom Modems
Generally good hardware modems are available at places like Best Buy for
under $60.
 

Set you modem for more stable modem connection:
1 - Go To DIAL UP NETWORKING (or modem properties in winME )
2 - Right click the truevine icon & click properties
3 - Click CONFIGURE
4 - SET Maximum connection speed at 57,600 (38,400 on second try)
5 - Click CONNECTION tab
6 - REMOVE checkmark on CANCEL IF NOT CONNECTED IN X SECONDS
7 - Click ADVANCED
8 - SET checkmark on USE ERROR CONTROL
9 - SET checkmark on REQUIRED TO CONNECT
10 - REMOVE checkmark on COMPRESS DATA
11 - Click OK
12 - Click PORT SETTINGS
13 - LOWER the Transmit Buffer & Receive Buffer one level.
14 - Click OK OK OK

You may also check http://www.56k.com/ for more information.
 

If you have tried all of the above and still have dropout problems then you have two possible solutions:

We can try & see if a different phone number or calling group (if available) helps.
Usually, since most problems are related to your computer or phone lines this will not help.
BUT it might help IF the problem is caused by one of the following:
1. If the phone company circuit between your modem & ours passes through faulty or
overloaded phone company circuits
2. If your modem is a cheaper type that connects better with some
equipment than with others (GOOD quality modems connect with ALL)
You can check for other calling numbers & groups at http://truevine.net/locations.html
If you need to change groups, phone us so we can re-assign you.

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