Help Newsgroup FAQs - Network

This document contains the AT&T Worldnet Help Network Newsgroup FAQs posted to the worldnet.help.service-issues.network newsgroup every 30 days.

Authentication Problems
Your modem dials in, you are able to negotiate the handshake (that squawking sound) but are disconnected while negotiating the authentication. You may get a message saying that you were unable to negotiate username and password.
Busy Signals
Your modem dials our access number but you get busy signals. Oftentimes the modem is muted and you cannot hear the busy signals and will get a pop-up window telling you the line is busy.
Connect No Data Exchanged
Your modem is able to ring in, negotiate the handshake, authenticate and you successfully log on only to find no data is being exchanged. You are unable to get to Web sites, your e-mail, and are unable to do newsgroups.
Disconnects
At some point you are disconnected from the local number.
DNS Issues
You are able to log in, connect at a fairly acceptable connect speed and get data exchanged, but notice you are unable to get to specific Web sites.
Low Connect Speeds
You are able to log in, and data is exchanged but you notice your connect speed is lower than you expected.
Recordings
Your modem dials our access number but you get a recorded message.
Ring No Answers
Your modem dials in but there is no handshake sound, the line just rings and rings and rings.
Slow Throughput
You are able to log in, connect at a fairly acceptable connect speed and get data exchanged, but notice pages load slowly or slower than usual.
Unable to Connect
Your modem dials in, you hear the handshake (that squawking sound) but you are disconnected while you are negotiating the handshake, but before you are authenticated.

If you have any additional questions and are unable to find the answers in our FAQs,please post them in one of the AT&T Worldnet help newsgroups. For a list of all of the AT&T Worldnet help newsgroups, see Getting Help Through Newsgroups. If you're new to newsgroups, please read our Newsgroups Tutorial for a brief introduction to newsgroups and instructions on how to participate in them.

Authentication Problems

Your modem dials in, you are able to negotiate the handshake (that squawking sound) but are disconnected while negotiating the authentication. You may get a message saying that you were unable to negotiate username and password.

When reporting Authentication problems, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer).
If you get an error message, please let us know what it says.

Busy Signals

Your modem dials our access number but you get busy signals. Oftentimes the modem is muted and you cannot hear the busy signals and you will get a pop-up window telling you the line is busy.

When reporting Busies, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
Are the busies slow or fast?
If you can't hear the modem sounds, use a regular phone, dial in and tell us what you hear: slow or fast busies?

Connect No Data Exchanged

Your modem is able to ring in, negotiate the handshake, authenticate and you successfully log on only to find no data is being exchanged. You are unable to get to Web sites, your e-mail, and are unable to do newsgroups.

When reporting Connect No Data problems, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer)
When did the problem begin?
The IP Address of your current session.

To gather your IP Address:

From the Start menu, select Programs, and choose MS DOS prompt.
At the prompt, type ipconfig /all >ip.txt
Note: There is a space between ipconfig and /all and between /all and >ip.txt
Press the Enter key and let the prompt return before exiting.
Go back to Windows, and perform a search for ip.txt
Copy and paste the information there into a news post.

Disconnects

At some point you are disconnected from the local number.

When reporting Disconnects, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer).
When did the disconnect problems start?
When you are disconnected:
- During the handshake.
- During the authentication.
- After you've successfully logged on and have been able to surf, do news and e-mail.
Do you get disconnected after a regular interval?
Do you notice if you are doing anything specific, or are using a specific application when you get disconnected?

DNS Issues

You are able to log in, connect at a fairly acceptable connect speed and get data exchanged, but notice you are unable to get to specific Web sites.

When reporting DNS Issues, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
Which Web sites you are unable to connect to?

Low Connect Speeds

You are able to log in and data is exchanged but you notice your connect speed is lower than you expected.

When reporting Low Connect Speeds, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer).
What is your connection speed when connecting with this number?
When did the lower connect speeds begin?
Does time of day make any difference?

Recordings

Your modem dials our access number but you get a recorded message.

Please use a regular phone, dial the number and tell us what the recording says. At the end of recordings there is often a message tag, if you'd let us know that as well it will be helpful in troubleshooting what is triggering the recording.

When reporting Recordings, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
What does the recording say?
If there a message tag at the end of the recording, what does it say?

Ring No Answers

Your modem dials in but there is no handshake sound, the line just rings and rings and rings.

When reporting Ring No Answers, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
Do you hear the modem dial?
Do you hear it ring, and ring and ring but no answer?
Would you use a regular phone, dial the number and tell us if you can hear it ring and ring and ring.

Slow Throughput

You are able to log in, connect at a fairly acceptable connect speed and get data exchanged, but notice pages load slowly or slower than usual.

When reporting Slow Throughput, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer).
When did the problem start?
Does this problem happen with all Web sites or specific Web sites?
If specific, which Web sites?

Unable to Connect

Your modem dials in, you hear the handshake (that squawking sound) but you are disconnected while you are negotiating the handshake, but before you are authenticated.

When reporting Unable to Connect, please post in the Service Issues Network newsgroup:

Please tell us:

The local access number you dial.
The area code and prefix you dial from.
The brand and model of your modem (or if it came with your computer, the brand and model of your computer).
When did the problem start?

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