Troubleshooting Guide

Problems at this stage are almost certainly modem related. Check that your modem is connected to the computer and switched on.

Windows 95 Users

If your modem was detected and identified correctly, try selecting the 'standard 28,800' modem instead

If the modem is failing to initialise or if it is dialling but the connection is failing you may need to change the modem initialisation string. Select modems from the control panel, then properties/connection/advanced. In the 'extra settings' box try AT&F or AT&F%C0 (thats a zero)

If you continue to experience connection difficulties, click here to perform an offline configuration.

If you need to contact support (either by mail or phone local rate on 0845 355 3000) please note the following:

When sending mail to support it is important you include as much information as possible. This cuts down on the amount of time it will take to answer your question. When you are getting an error message make sure you tell us exactly what the message is.

Information to be included with all queries.

• What hardware are you using (e.g. PC compatible, Macintosh)?
• What operating system (e.g. MS-DOS 5, System 7.0, Windows95)?
• Have you had any other Internet software on your machine? If yes, what software and what ISP was it used for?

Information to be included with Modem problems.

• What type of modem are you using? (Manufacturer and speed)
• Is it internal or external?
• Are you using a buffered UART (16550)?
• Which phone number are you calling?

Information to be included with Atlantis software problems.

• Which program and version is showing the problem?
• If your machine has given you an error message please let us know the exact wording used.

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