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Why Do I Get Disconnected?

Most likely, your connection to NetZero is being dropped due to line noise. Today's modems claim to be "56k," but they really only have a maximum speed of 53 Kbps under ideal line conditions.

Regular telephone lines were only designed to handle speeds up to 9600 bps, but are tricked into going higher thanks to compression technologies. Unfortunately, this makes the higher speed connections (above 9600bps) more sensitive to line noise, and when the noise exceeds a modem's handling capacity, the modem will disconnect. Modems are designed to handle various levels of line noise during a call, but they may drop connections nonetheless.

To deal with line noise, you can take several steps:

1. Make sure the line noise is not caused by a line splitter or other telephone device. Try connecting your modem directly to a wall jack.
2. Check your voice line for static. Pick up your phone and dial 1, then listen for pops, clicks, or static. If you notice line noise, call your telephone company to try to improve the line.

If you are still experiencing problems maintaining a stable connection with NetZero, the following information should help you to resolve the issue.

A. Have you tried another access number?

Your connection may have been dropped due to technical difficulties with the access number you are using. Try connecting to NetZero again. If the problem persists, try using another access number in your area. For instructions on how to change your access number, please click here.

B. Add three commas to your custom suffix

You can try entering three commas after the phone number, which in some cases solves the problem. Try the following steps:

1. Double-click the NetZero icon on your desktop.
2. On the Welcome screen, click Setup.

3. On the Welcome to NetZero Setup screen, click Locations.

4. The Dialing Location screen will appear. Make sure your Dialing Location is selected and click Modify.

5. The Set Up a Dialing Location screen will appear.

6. Click Advanced.
7. On the Advanced Dialing screen, enter three commas to the Suffix section.

8. Click Continue.
9. Click Continue again.
10. On the Select Access Numbers screen, click Continue.
11. The Congratulations screen will appear, displaying your access numbers with the commas at the end.
12. Click Finish and retry your NetZero connection.

Placing 3 commas after the phone number will pause your computer's modem to wait for the V.90 signal (56K) coming from your access number's modem. If some brands of modems do not receive the v.90 signal immediately, they will automatically disconnect or look for the next connection speed (33.6k, 28.8k, etc). Although your access number's modem tries to connect at 56K, your computer's modem may try to connect at 33.6k or lower, possibly resulting in no connection at all.

C. Do you have Call Waiting?

If you have Call Waiting enabled, you will be disconnected from the Internet when someone tries to call you. To disable Call Waiting, complete the following steps:

1. Double-click the NetZero icon on your desktop.
2. On the Welcome screen, click the Settings button.

3. On the NetZero Setup screen, click Locations.

4. On the Dialing Location screen, select the dialing location you would like to modify and click Modify.

5. On the Set Up a Dialing Location screen, click Yes next to Do you want to disable call waiting.
6. In the box that appears to the right, make sure the code to disable call waiting is entered (such as *70).

7. Click Continue.
8. On the Select Access Numbers screen, click Continue.

WARNING: THE USE OF SOME TELEPHONE ACCESS NUMBERS MAY RESULT IN LONG DISTANCE CHARGES. IN SELECTING YOUR ACCESS NUMBER(S), PLEASE NOTE THAT ALTHOUGH AN ACCESS NUMBER MAY BE IN YOUR AREA CODE OR LOCATED IN YOUR GENERAL GEOGRAPHIC REGION, IT MAY NOT NECESSARILY BE A LOCAL NUMBER FOR YOU. YOU MAY INCUR SUBSTANTIAL TELEPHONE CHARGES IF YOU CHOOSE ACCESS NUMBERS THAT ARE NOT COVERED BY YOUR LOCAL CALLING PLAN. WE URGE YOU TO CHECK WITH YOUR TELEPHONE COMPANY TO FIND OUT WHICH NUMBERS ARE LOCAL FOR YOU BEFORE USING A NUMBER FROM THIS LIST.

Note: You are solely responsible for all telephone charges related to accessing our services. NetZero will not reimburse you for any such charges, including long distance or toll charges.

9. On the Congratulations screen, verify that your numbers will be dialed with *70 and click Finish.

10. Click Connect to connect to NetZero.

Call Waiting will be disabled and you should not be interrupted while online.

D. Verify your modem settings

If your modem is not configured correctly, you will experience problems connecting. To verify your modem settings, please follow the steps below.

1. Click the Windows Start button, point to Settings and select Control Panel.
2. Double-click the Modems icon.
3. Click once on the modem that is installed to highlight it and click Properties.

4. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.
   
   
   A. If you have a 28.8 or 33.6 modem, select 38400.
   B. If you have a 56k V.90 or Flex modem, select 57600.

5. Verify that the box for Only connect at this speed is NOT checked.
6. Click OK, then OK again and close the Control Panel.
   
   Note: Windows ME users: DO NOT close the control panel. Skip to number 8.
   
7. Double-click the My Computer icon on your desktop.
8. Double-click the Dial-Up Networking icon.
9. Click once on the NetZero icon to highlight it. From the File menu, select Properties.
10. Ensure the correct modem is selected in the Connect using field.

11. Click the Configure button.
12. Select the General tab and look for the Maximum Speed section. Change the settings to match your modem.
    
    
    A. If you have a 28.8 or 33.6 modem, select 38400.
    B. If you have a 56k V.90 or Flex modem, select 57600.

12. Verify that the box for Only connect at this speed is NOT checked.
13. Click OK, then OK again and close the Control Panel.

Try your NetZero connection again.

E. Disable V.90

If all else fails, you may need to lower your modem's connection speed to improve your connection quality. For instructions on how to disable V.90, click here.

F. Are you experiencing timed disconnections?

If you are a Free user and it seems you are disconnected every 20 - 30 minutes, you just need to interact with the ZeroPort a little more. Any activity will do, such as clicking on ad, clicking on a search button, customize your settings, or even moving the ZeroPort to another place on your screen. This periodic interaction with ZeroPort will ensure that you are not disconnected from NetZero.

Access to NetZero is free - thanks to the support of our advertisers. Because of their investment, they need assurance that someone is interacting with the ZeroPort. The only way that we can ensure our advertisers of this interaction is if NetZero members periodically interact with the ZeroPort.

We understand that notifying the ZeroPort of your presence takes a little getting use to, but it is the most efficient and reliable way for us to keep our Internet services free.

If you are being disconnected every 10 minutes, then you need to upgrade your NetZero software. To upgrade to our latest version, click here.

If you login to NetZero and are immediately disconnected, you may be experiencing a modem issue.

Try contacting your modem manufacturer for specific troubleshooting instructions.