Solving Dial-Up Connection Problems

If you can't connect to the Internet, try one of the solutions below:

Solutions to Your Dial-Up Connection Problems

• Wait a few minutes
  If you were connected to the Internet before and haven't changed anything, the dial-up connection may try to automatically reconnect depending on your configurations. If after many attempts, the dial-up connection does not recover, then one of the steps below may be the solution to your problem.
  
  
• Check the Network Outages page
  If you can get to the Internet on a different computer or device, visit our Network Outages page to see if there are known problems with the network.
  
  
• Check your local access number
  There is a possibility that you may have typed your local access number in wrong or need a local access number if you're in a different location. To obtain a local access number, click here. To change your local access number, click here.
  
  
• Check your setup
  There may be a few configuration settings that were overlooked. Click here to assure that your dial-up connection was set up properly. If you used the EarthLink Access or TotalAccess software, reuse the software to set your connection up again.
  
  
• Check your phone line
  Make sure that no one is on the phone. With a dial-up connection, you can either browse the Internet or use the phone. You can NOT browse the Internet and talk on the phone at the same time.
  
  
• Check all cords and cables
  Is your phone line securely plugged into your computer, modem (if applicable), and phone jack? Are you using surge protectors to protect your hardware in the event of a storm?
  
  
• Double check your email address and password
  Your email address and password are both case sensitive, so ensure that your Caps Lock is off and retype both. 
  
  If you've forgotten your password (and can connect to the Internet on another computer or device) you can reset it at: https://myaccount.earthlink.net/cam/passmain.jsp.
  Important:  Your new password may take up to 20 minutes to activate in our system.
  
  
• Update Drivers and Firmware
  Make sure that the drivers and firmware on your computer and modem are up-to-date.
  
  
• Check Hardware Problems
  If your modem (if applicable) does not light up or show signs that it is plugged in, although it is, there may be a problem with your power source. If you are using a surge protector, make sure that it is on. Assure that the outlet that you are using is a working outlet. Try plugging the modem into another outlet. If it still shows no signs of it working, you may have to replace the modem.   
  
  
• Restart your computer
  Turn your computer off, wait for 30 seconds, then turn it on and try connecting again.

If You Still Can't Connect

If you've tried the solutions above, but still can't connect, try using a different computer to chat online with a live EarthLink representative at: support.earthlink.net/chat