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You've left out a key reason for disconnects: call
waiting. Your first question when someone raises that complaint should be
"do you have call waiting?" If they do, they are likely being disconnected
when they get incoming calls. Offer to show them how to disable it and give
callers a busy signal.
----- Original Message -----
Sent: Sunday, November 16, 2003 2:51
PM
Subject: [VOPRadius] OFF TOPIC, But
Important for this dummy!
At 01:11 PM 11/16/03, you wrote:
* This is the VOP Radius mailing
list *
Thanks -- I bet you are right -- the users do say theyve
never checked the
box in tools- connection but I wouldn't be suprised
that they could be doing
what you are
saying.
Van
Howdy....
This is what we send
out to our users. Feel free to cut and paste and use any of this you
like.
Larry
Connections:
Reliability - Unexplained hang ups
First thing to do is check your settings. We have
people call every day and say they
haven't changed their settings or that
they checked the settings and they are correct.
When we have them tell us
the values for their settings they are not correct.
These settings can be changed by a virus, worm, trojan, hacker,
software application,
another family member, or simply by mistake.
So the first thing we will ask you is did you do all that we
suggested. That includes checking your
settings.
Connection Reliability -
Less first determine if you are really having a
problem.
There are connection timers that all ISPs run. This
includes inactivity, session, and daily timers
INACTIVITY
timer is 15 minutes. You must be moving some data over your
connection every 15
minutes or we will kill the connection thinking that
you have left the room and no longer need it.
If you are reading mail,
composing mail, reading a page on a web site that is already loaded
then
you are NOT moving data actively. Sending email to or receiving email
from the mail server.
IS activity. Changing web pages (that are not
already cached up on your browser) IS moving data
Participating in online
games or chat IS moving data
SESSION timer is 4 hours.
You can stay connected to our system for up to 4 hours at a time
(session).
This is done because people can by accident or by intent
have their computer doing certain functions
that will move data simply to
avoid the inactivity timer. Those people may have gone shopping and not
even be at home. Those people are the ones that help generate busy
signals for other users.
DAILY timer - Based on your class of
service you can be connected for a maximum of so many
hours per day.
Once you hit the daily limit for your class of access one of two things will
happen.
Either you have prepaid for extra hours and you will be put in to a
"pay per hour" mode or you will
be unable to log back on until
midnight. If this happens you will not get an error msgs that
says
you are out of time but a msgs that says you have a bad user name or
password. That incorrect
msg is due to your browser not knowing the
difference. You will also get the same bad user name
or password msg
if your account has expired.
SOFTWARE CAUSES -
If you are getting disconnected at times and for reasons that
do not appear
to be associated with any sort of timer you need to look at
a couple of more places. Windows as well
as most mail clients can de
set to kill your connection immediately after sending or receiving email
or
if your connection is no longer needed. You need to check your
particular email client and your version
of Windows to see if those
features are set to kill your connection. You may say you did not check your
mail but you may have the setting turned on that checks mail every so many
minutes.
Here is an example for Windows 98SE and one for
Outlook Express
Instructions on how to find and disable the 5 minute
timer
within Windows. This is the one that opens a msg window that
says
something like "click the button below to stay connected
otherwise your
connection will end in X seconds"
Go To: Start
Click:
Settings
Click: Control Panel
Double Click on " Internet Options "
Icon
Go To: Connections
Click: Settings
Click: Advanced
Remove
Check from " Disconnect if idle for [xx] minutes
Remove Check from "
Disconnect when connection may no longer be needed
Click: OK
Click: OK
again
Click: OK 1 more time
You are
done
Now for the one in Outlook Express
that says
"hang up immediately after checking (upload/download) email".
Open Outlook Express
Go To: " Tools "
Go To: " Options "
Go
To: " Connections "
Remove Check from " Hang up after sending and receiving
"
Click: OK
Your are
done
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