FAQs - Toll-Free Dialup

How can I change my password?
	If you want to change your password, please contact CyberLynk Support. You can also send an email to support@cyberlynk.net requesting to have your password changed. Be sure to include username(s) and a detailed description of what you would like done.

How do I disable call waiting on my phone line when I use my dialup account?
	To disable call waiting while using a CyberLynk dialup account enter a *70 with several periods before the Cyberlynk dialup phone number. See below for an example: *70..8989052

I am trying to dial-in, but the system keeps asking me to verify my user name and password.
	This means that you have typed your username and/or password incorrectly. If you cannot remember your username and/or password please contact CyberLynk support.

I keep getting disconnected when in the middle of surfing the Internet. Why does this happen.
	The usual cause of this is because your computer is misconfigured. Please go to http://www.cyberlynk.net/customercare_tutorials and view the Dialup settings tutorial.

My dialup connection seems slow. What can I do about it?

There are many, many reasons why you might experience slowdown on your Internet connection. Here are some things to check if you're experiencing slowdown: 1. Check your Dialup Connection Speed – http://speedtest.cyberlynk.net 2. Is the problem with slowdown only to a particular web site or group of web sites? If so, the slowdown is likely occurring because of oversaturation on those web site's servers or the Internet connections those web sites use, and not because of a problem with your setup or CyberLynk's connections. Try a different web page to see if it seems to load at normal speed. 3. Check with your modem manufacturer to see if there is a firmware upgrade for your particular model of modem. Often, manufacturers will release updates to their modems that improve performance, and this software often can be easily applied to the modem. Also, check with your modem's manufacturer to see if they have a recommended init string for your modem, or any special drivers, which may be needed for maximum speed. 4. When some modems connect at very high speeds (such as 33.6), they have to do so much error correction (ie, re-sending information) that you actually experience slower performance on the supposedly faster connection! Check your modem's guidebook to see if there is a way of limiting the speed of the modem to 21.6 or 24kbps -- limiting your modem's connection speed may reduce the amount of information that has to be re-sent, which would actually increase the speed of retrieving items off of the Internet. 5. If you are using an external modem on an older PC you may have a modem that is faster than the serial port it's plugged into. If your serial ports use what is called the 8250A or 16450 UART chip, this may be the source of your problem. Check with your computer's manufacturer or use the MSD program (type MSD at a DOS prompt to run it) to make sure your computer has a 16550A or higher UART. 6. If you're using a 14.4kbps modem, buy a 33.6kbps or v.90 modem. Bringing up nearly any web site with a 14.4kbps modem will seem ridiculously slow.

What is v.90?

Originally, when 56k modems where released, their were two kinds, kflex and x2. They were not compatible with one another. So if you had an x2 modem and were dialing into an Internet service provider that used kflex modems, you would not get 56k speeds. In February of 1998, a new standard, known as V.90 was established, which is a combined standard for 56K. This was released as a free upgrade to kflex and x2 modems. Meaning, regardless if your modem was originally a kflex or x2 modem, with the new v.90 standard, all v.90 upgraded modems could connect with one another. CyberLynk supports this v.90 standard. If you are looking for a good 56k modem, we recommend USRobotics v.90 modems. However, avoid winmodems, both USRobotics and others, as they tend to have a number of difficulties.

Why am I being disconnected unexpectedly from your system?

There are several reasons that a user may be disconnected by our system. The most common reasons are: 1. Noise on the line has caused the customer's modem to disconnect. A call waiting tone, an individual picking up an extension, thunderclaps, static or crosstalk can all cause a modem to be unable to hold a connection. The ability to hold a connection in periods of noise depends on the customer's modems: as a general rule, more inexpensive modems will disconnect often, whereas more expensive modems (such as the USRobotics brand) will hold a connection more reliably. This is because of error correction and compression that the modems use. More expensive modems tend to have better error correction and compression than their less expensive counterparts. 2. You've been inactive for too long. Our servers will automatically disconnect any customer who has not sent or received any data over their connection for 20 minutes. If you are performing an operation that doesn't involve sending or receiving data (like reading or writing E-Mail) for a long period of time, you may want to reload or visit a site on the net every 10 minutes or so to keep your connection alive.

Why can't I connect at the full 56k speed?

56k compatible modems do thousands of line checks to determine the maximum speed that your connection to your local phone company will allow. Due to FCC regulations, standard phone lines are limited to a maximum speed of 53kbps -- but most phone lines are not even able to allow connections at that speed. Most typically, 56k users will see speeds in the high 30's and low 40's, depending entirely on the quality of their phone lines. Because 56k modems are configured at the factory for maximum performance, it is rare that using an initialization string or settings other than the standard settings will offer an increase in your connection speed.

Why can't I connect faster than I did with my old 28.8 or 33.6 modem?

There are several reasons that this may occur: 1. The modem you are using is not v.90 compatible. If your modem is a kflex or x2 modem, it will only connect at speeds of up to 33.6kbps. 2. You have not installed a v.90 compatible modem driver in your operating system. Consult your modem's documentation, manufacturer, or web site for further details. 3. You are using a phone line, which is not 56k compatible. In order for a modem to connect at 56k speeds, the connection from your home to CyberLynk must go through no more than one analog/digital conversion. If there is a "repeater" on your line, due to you being far away from your telco's central office, or if you are connected to outdated or special switching equipment at the phone company, you may not be able to connect at 56k speeds. 4. Your port speed or baud rate may be set too low. Check your dialer's configuration and make sure the speed is set to at least 57600. 5. You may have received a malfunctioning modem. If you have pursued all of the above suggestions, you may want to call the support division of your modem manufacturer.

Why is my modem getting NO DIAL TONE?

1.) The most obvious cause is that you've neglected to plug your telephone line into your modem. Double check to make sure it's plugged in securely. 2.) A common problem is plugging your telephone line into the wrong jack on your modem. Many modems have two jacks, one for the telephone line and one for a telephone handset. On some of these modems (e.g., USRobotics), you won't be able to get a dial tone or be able to use the modem if you plug the telephone line into the telephone handset jack. Double check to make sure. 3.) Another common problem is that some other device on the same telephone line (e.g., a telephone answering machine) is off-hook. Double check to make sure that all other devices are on-hook. 4.) There may be a problem on your telephone line. Make sure that you can get a dial tone on a telephone handset connected to and through your modem when the modem (or computer in the case of an internal modem) is turned off.