The quality of your phone line and its connection to your local telephone exchange can also have a significant impact on the stability of your internet connections. This page provides advice on how to test for this kind of issue and how to have the matter resolved where necessary.

Firstly, the best way to determine whether or not you have a phone line problem, is to physically take your computer and modem to another location (eg a friend’s place or your workplace) to test its performance there. It is most useful to select a different area altogether so that you will be using a different telephone exchange. If possible, use a line where you know that someone achieves good connections. If your computer and modem work fine from this new location, then all indications point to your phone line being the problem rather than your configuration or modem.

Line faults

So what can you do about it? Contact your telephone line provider. A line faults number should be provided on your phone bill. Call them and explain the problem you have been having. In many cases their general response will be to contact us - if this is the case, tell them that you have already done so and explain what you have already done about the problem. Ask them to check the line. If their check picks anything up, you have probably found your problem. Depending on the nature of the problem, they might be able to fix it on the spot, or might have to send a technician out to your home or your exchange to fix it.

If they say that the line is fine, request a MOLDS test (if you are with Telstra) or a FROG test (if you have an Optus line). This is a test where you dial into a test line that they have, and they run diagnostics on the connection while it is connected. This often helps to identify any issues with the line that the standard line test does not pick up. When the test is done, you will get a screen full of results from it - the technician who setup the test should be able to interpret these for you and take any action needed if a problem is found.

(As a side note, many modems have test features that will give you similar information to a MOLDS/FROG test. See http://www.modemhelp.net/linenoise/noise.shtml for details on how to use these features and interpret the results.)

You can also request that a technician be sent out to check the line. This is often a good idea, as some problems can only be detected by a technician on-site. Make sure that he checks the connection box (usually on the side of your house or on the nearest light-pole in your street), as there can often be a problem there with broken or corroded connections. This is especially a common issue in winter when it rains. Make sure that the technician checks the line through your house to the connection point on the wall, and that they check the line for reversed polarity.

Please note: The Telstra network, and their responsibility for any maintenance thereof, extends only to the Network Boundary Point which for most basic residential and business services is normally the first phone point in the premises. Test or maintenance for equipment or additional sockets beyond this can be provided by Telstra however, this will be charged for.

PABXs

If you are dialing in through a PABX, you are also highly likely to encounter dropout problems. Whilst this scenario will not be relevant to the majority of members, it may be an issue for anyone dialing in from work, where the line you use MAY BE running through a PABX. The easiest tell tale sign to determine whether or not you are using a PABX is if you have to dial 0 or 1 before the number to get an external line. PABXs are not really designed for modem use, so it is not at all unusual to experience dropout problems if you trying to connect through one. In fact, often you will find it not only difficult but impossible to connect through one. Some PABXs can also damage your modem, so it is probably best if you can find a fax line or other dedicated line to use instead.

Exchange issues

As the Telstra telephone network was originally designed for voice transmission, using it to send and receive data pushes it to its limit. As such, there can often be problems at any point in the pathway between you and any telephone exchanges the call needs to pass through to reach us. Many telephone exchanges have been upgraded over the past few years which has lessened this issue and faults that have been reported have allowed a number of problem areas to be fixed. Occasionally, problems can still exist and there are a number of factors that you may need to be aware of.

The distance you are from your telephone exchange can have a significant impact on both the speed and quality of your connection. The further away you are, the further the modem signal needs to travel. As a result, by the time it reaches the exchange it may have weakened considerably, particularly if the main lines in your area are old or of poor quality.

The type of technology that a telephone company uses to deliver calls can vary considerably between exchanges and even within particular exchanges. Older technology often has less capability when it comes to handling data calls, so it is important when you report any suspected fault to your phone provider that you tell them that you are using the line for internet access. It may be necessary for the phone company to change your line over to newer technology within their telephone exchange where possible. This will be up to the phone provider to determine and action on your behalf.

Unfortunately, if you are a long way from your telephone exchange or your phone line is on older technology within your telephone exchange, there is often not a lot that you can do about it other than to tailor your modem to suit the conditions as much as possible. If you find yourself in this situation, or are still having connection problems after following all of the advice in the Dropouts Guide so far, move on to the section called Advanced Modem Configuration.