FAQs: Dealing with connection problems

Q) I have signed up with Tiscali but I cannot connect to the Internet

There are a variety of possible incorrect settings that can prevent you from connecting to the Internet.
NB - If you have BT's 1571 Answerphone service you need to clear all new messages before trying to connect otherwise you will get a No Dial Tone error message stating that your modem could not be found.

Below are some common issues to troubleshoot with your Internet settings.

1. Dial Up Networking

1.1 Double click on My Computer, then double click on 'Dial up Networking'. You should see your Tiscali, LineOne, Screaming.net, Worldonline or Tiny connection detailed there.

1.2 Right click (right mouse button) on the Icon that represents your connection to World Online, then select properties. Ensure that there is no tick in the tick box that says 'Use area code and dial properties', which is also called 'Use Dialling Rules' in all versions of Windows 2000 and Windows XP.

1.3 Make sure you have one of the dial up numbers listed below:
    Tiscali 50/100 - 1470,0808 993 3030
    Tiscali Pay As You Go - 0844 052 9009
    Tiscali OffPeak - 1470,08089933050
    Tiscali DayTime - 1470,0808 9933151
    Tiscali AnyTime - 1470,0808 9933031
    Tiscali ISDN-64Kbps - 1470,08456614682 (We can not provide 128Kbps Multilink dialup)

1.4 Click on 'Server Types' and make sure the following tick boxes are either ticked or unticked depending on what is specified below:
    Log on to Network - Unticked
    Enable Software Compression - Unticked
    Require Encrypted Password - Unticked
    Require data Encryption - Unticked
    Record a log file for this connection - Unticked
    NetBEUI - Unticked
    IPX/SPX Compatible - Unticked
    TCP/IP - TICKED

1.5 Click on 'TCP/IP settings' and make sure the following settings are in use:
    Select the dot labelled 'Server assigned IP address/Obtain an IP address automatically'
    Select the dot labelled 'Server assigned name server/Obtain DNS server address automatically '
    Make sure 'Use IP header compression' is ticked
    Make sure 'Use default gateway on remote network' is ticked
    Then click OK to save the settings!

2. Network Components
2.1 Double click on 'My Computer' and go into the 'Control Panel'. When in the Control Panel, double click on 'Network'

2.2 In the 'Configuration' tab you will see a list called 'The following network components are installed'

2.3 You need to have the following components in the list:
    'Client for Microsoft networks' or 'Microsoft Family Logon'
    TCP/IP
    Dial-Up Adapter

2.4 If these are not present you need to add them, you will need your operating system CD to do this.

2.5 Sometimes having incorrect settings in TCP/IP can cause the infamous 'Pages cannot be displayed' error message. To correct this, highlight 'TCP/IP -> Dial-Up Adapter' and click on the Properties button below.

2.6 Click OK when it warns you not to change settings, and select the 'WINS Configuration' tab on the following screen.

2.7 Select the dot labelled 'Disable WINS resolution' and then press OK.

3. Adding Network Components
3.1 Double click on 'My Computer' and go into the 'Control Panel'. When in the Control Panel, double click on 'Network'

3.2 In the 'Configuration' tab you will see a list called 'The following network components are installed'

3.3 If the network components listed below are not present you need to add them, you will need your operating system CD to do this.
    'Client for Microsoft networks' or 'Microsoft Family Logon'
    TCP/IP
    Dial-Up Adapter

3.4 Put your windows 95/98/ME CD in your CD-ROM drive

4. Adding TCP/IP
4.1 Click on the 'Add' button in the Network Control Panel

4.2 Select 'Protocol' from the list then click 'Add'

4.3 You will see a list of components that you can choose to install. You need to select 'Microsoft' in the 'Manufacturers' list on the left and 'TCP/IP' in the 'Network Protocol' list on the right.

4.4 Click OK!

5. Adding Client for Microsoft Networks
5.1 Click on the 'Add' button in the Network Control Panel

5.2 Select 'Client' from the list then click 'Add'

5.3 You will see a list of components that you can choose to install. You need to select 'Microsoft' in the 'Manufacturers' list on the left and 'Client for Microsoft Networks' in the 'Network Clients' list on the right.

5.4 Click OK!

6. Adding Dial-Up Adapter
6.1 Click on the 'Add' button in the Network Control Panel

6.2 Select 'Adapter' from the list then click 'Add'

6.3 You will see a list of components that you can choose to install. You need to select 'Microsoft' in the 'Manufacturers' list on the left and 'Dial-Up Adapter' in the 'Network Adapters' list on the right.

6.4 Click OK!

7 Finally - when you have successfully added all the required network components, press OK! Windows will copy and install any network components that you have selected.

If you require any further technical assistance, call our technical support line on 0906 300 6633 (calls charged at 50p per min from a BT landline at all times. Calls from mobiles and other network providers may vary.)