Connection Problems
This page last updated on 08/29/02 Support Home Page
Go to top of the page Q:  For some reason I am now not getting a disconnect message after I've closed my web browser.  How can I get the disconnect dialog box back?

A:  There are two possible solutions to this problem.  Microsoft has posted two knowledge base articles which explain how to correct this bug.

Please see the following article before continuing on to Microsoft

Not Prompted to Disconnect After Closing Internet Explorer Go to Microsoft's Site
Not Prompted to Disconnect After You Quit Internet Explorer Go to Microsoft's Site

Go to top of the page Q:  How do I change the phone number I dial for Internet service in Win 95/98?

A:  Here are the steps required to change the phone number dialed by the dialer in Windows 95/98.

  1. Click My Computer.
  2. Click Dial-Up Networking.
  3. Using the Right Mouse Button, click on the appropriate icon, typically named something like Imagen.
  4. Using the Left Mouse Button, click on Properties.  You should see the following window.  If you don't go back through the steps.
    Change the Telephone number field
  5. Change the Telephone number field to reflect the appropriate number.
  6. Click OK.
Go to top of the page Q:  I have either lost or forgotten my password what can I do?

For lost password call 537-1950A:  In order to get around this problem you have two choices.  You can either do what this guy to the right did, or you can give us a call at "537-1950."  When you call we will require the "keyword" that you gave us when you signed up.  Please have it readily available to expedite the situation.

 

Go to top of the page Q:  I recently upgraded my modem to support 56K, but when I connect I still can't seem to get above 28.8.  With the modem upgrade I was hoping to achieve at least 33.6.  What is going on?

A:  In order for us to support 56K  we require BC Tel to provide us with an advanced switch that will plug into our equipment.   We already have the required hardware in place for us to offer 56K, so it is now up to BC Tel to upgrade their infrastructure.

In order to get a 33.6 connection both modems must be able to agree on a protocol and have access to a super clean phone line.  Also, in our testing we found that not all modems are created equal, including those from the same manufacturer.  For instance when using a USR 56K winmodem to connect to a USR 33.6 Courier we were unable to get any connection above 28.8, but when using a Digicom 33.6 modem we consistently received 33.6 connects.  Can you explain this?  We can't.  The performance increase of 33.6 over 28.8 is just over 8%, but the connection stability is dramatically reduced.   With the Gulf Islands particularly poor phone lines, we've found that in real world performance you will see faster more stable downloads with a 28.8 connection that you will with a 33.6 connection.

If you are looking for more bandwidth there are a couple of alternative solutions.   Please stay tuned as I will be publishing more information on this in the near future.  If you can't wait please email me at ajolliffe@imagenisp.com.

Go to top of the page Q:  Things appear to be taking longer than they should to download.  What can I do to verify that I have a clean path to the location I'm downloading from?

A:  There are two utilities that come with almost all internet dialup programs that can be used to test your route and connection to any internet resource (address.)

The first utility is called "ping," and it is used to determine how long it takes to get a signal from your computer to any destination.   This utility can be used to verify that a web server computer is up and running, but it can not verify that it's web serving capability is actually working.

You can use "ping" in Windows 95 by first opening a command prompt and then typing "ping (address) www.news.com."   A typical response is:

Ping www.news.com

1 204.162.80.141 ne1.news.com 50 ms
2 204.162.80.141 ne1.news.com 40 ms
3 204.162.80.141 ne1.news.com 40 ms

Another utility called "tracert" can be used to check the quality of your connection from your computer to your destination and every router in between.  This one is really good because it can tell you if a router between you and your destination is down or over worked, which could result in a slow or non-existent download.  A typical response is:

tracert www.news.com

1 204.244.138.254 Unavailable 0 ms
2 204.244.35.5 Unavailable 0 ms
3 204.244.46.9 Unavailable 10 ms
4 204.244.12.38 Unavailable 0 ms
5 209.153.195.21 atm-westel.starcom.net 10 ms
6 205.150.222.17 h12-1-0.starcom.bb1.van1.uunet.ca 30 ms
7 137.39.136.53 Hssi0-1-0.BR1.SEA1.ALTER.NET 10 ms
8 146.188.200.78 105.ATM3-0-0.XR2.SEA1.ALTER.NET 20 ms
9 146.188.200.122 100.ATM10-0-0.TR2.SEA1.ALTER.NET 20 ms
10 146.188.137.189 110.ATM7-0.TR2.SCL1.ALTER.NET 40 ms
11 146.188.146.21 198.ATM7-0.XR2.SCL1.ALTER.NET 41 ms
12 146.188.145.61 194.ATM11-0-0.GW2.SFO1.ALTER.NET 50 ms
13 137.39.166.30 cnet-gw.customer.ALTER.NET 50 ms
14 204.162.80.141 ne1.news.com 50 ms

Go to top of the page Q:  What are the chances of getting ADSL or cable?

A:  ADSL is currently available on Salt Spring Island.  See more info

Cable is also not available on Salt Spring Island.  In order for Imagen to offer high speed cable services, the local cable company, like Telus, will need to complete a major infrastructure upgrade.  The upgrade would also need to include the replacement of every piece of cable on every pole and in your home.

High speed internet access is now available via Imagen's new Hi-Speed Wireless Service.

Go to top of the page Q:  What is my username?  I don't know it?

A:  There are two ways to obtain your username.   

  1. Often the username is the same as the first part of the email address. Look at your E-Mail address and take the part before the "@" symbol.  For example if your E-Mail address was "jblow@saltspring.com," then your username is likely to be "jblow" .
  2. Or call the office "537-1950."   When you call we will require the "keyword" that you gave us when you signed up.  Please have it readily available to expedite the situation.