Dial-up Connection is Intermittent or Disconnecting

If your TELUS dial-up Internet service is spontaneously dropping while you're trying to surf the Internet, follow these troubleshooting steps. If these instructions do not resolve your problem you may need to contact our Technical Support Helpdesk for further assistance.

Step 1: Disable Call Waiting

1. If you subscribe to Call Waiting on your phone line, ensure that it is disabled. If this service is not disabled while you're connected to the Internet, an incoming call will disconnect the modem.
2. To disable call waiting, click here.

Step 2: Idle timeout

1. Most Internet connections will be set to automatically disconnect after a certain amount of inactivity.
2. Try keeping your connection active by visiting a new Web page or checking for new e-mail messages every few minutes.

Step 3: Check the telephone line for noise or interference

1. Pick up a telephone and verify the phone line is clear of static or noise.
2. Try unplugging all other telephones or fax machines.
3. Ensure the telephone cord which is connected to the modem is no longer than 12 ft.
4. Ensure telephone cord is securely plugged in and not frayed or damaged.
5. Try disconnecting and reconnecting the telephone cord.