1. Why don't you supply an installation CD?

Installation CD's are only really good for the last installation you do. In other words they will tend to overwrite any other 'dial-up', e-mail and browser info you already have on your computer. This is fine for consumer ISP's (AOL, Virgin etc.) as they wish their dial-up to take priority. With business customers we have to be aware of what else they may have on their computer and manual configuration is therefore the only way or we would have to spend a long time sorting out the problems associated with the existing information on the customers' computer.

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2. I have followed your various set-up notes but some of the stages appear differently or do not offer the options that you mention what should I do?

We have compiled the notes on a 'keystroke' by 'keystroke' basis but different versions of Windows and different versions of Internet Explorer and Outlook Express can have slightly different options (a 'connection' tab on one can be a 'network' tab on another) but the key elements will always be available on the various tabs.
The current notes were based on Windows 98 and Internet Explorer and Outlook Express 5 but earlier versions will be very similar and our current notes will indicate if differences are important. Windows 2000 is a little more different but once again all the options are available, and if you complete the boxes as far as possible they will usually work. If necessary, once you have completed them we can check them over with you on the telephone.

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3. How important is it to follow your notes precisely?

It depends if you're an experienced user or not. In general the dial-up instructions need to be carefully followed particularly the notes on 'properties'. The Internet Explorer options are largely your own preferences for working on the net and you can amend most of them to suit yourself. Outlook Express notes should be followed but only the Server details etc. are really important along with passwords and user names. (See the individual questions on dial-up, Internet Explorer and Outlook Express).

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4. My system was working correctly but I am suddenly experiencing problems.

This can occur if you have amended any settings, loaded new software (particularly anti-virus software), experienced virus problems or had any specific disc difficulties. You should be wary if your computer generally starts playing up in any way whatsoever (multiple error messages, which seem to have no significance, regularly 'crashing', inability to access discs etc.). First of all you should close down and restart the m/c as this often corrects the difficulty. Specific programmes may need to be disabled and/or tested individually. This could be simply corrected or may need more professional attention. In the first instance give us a call for our opinion.

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Dial-up questions are, by their very nature, concerned with the connection you make to go on line. Problems associated with this can be placed in 4 categories (1) The set-up of your computer and/or modem (2) The cable from your computer and BT (or other) connection box (3) The general line, your local exchange and other BT connections (4) Our connection at Telehouse, London.

Almost without exception dial-up difficulties are associated with (1) and (2).

Whilst there can be occasional general line or exchange problems, we are using the connections in London around the clock and any problems are automatically notified and dealt with immediately.

Using these FAQ's therefore, will help you if your computer set-up isn't correct or your local connection is causing problems. Click on a question below to jump to the answer:

1. What is a 'dial-up' connection?
2. I am getting a 'no dial tone' message but my computer is connected to my phone line, what do I check?
3. My connection takes some time and can be erratic.
4. I can't make a connection at all - I get an error message like: 'Server not responding, incorrect password etc.'
5. My dial-up box does not show an option to save my password.
6. Some specific dial-up checks when not making a connection

1. What is a 'dial-up' connection?

It is exactly what it says. If you had a permanent connection ( as most large companies have) dial-up would not be necessary. Your modem or ISDN connector 'dial' our number and make a connection based upon the correct username and password you were given. Once a connection is made you can 'surf the web', send e-mail using Internet Explorer, Netscape Navigator or Outlook Express.

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2. I am getting a 'no dial tone' message but my computer is connected to my phone line, what do I check?

Surprisingly there are many possible causes.

First of all check the phone line by plugging in a spare phone and checking for dial tone. Do you have an extension - is somebody else using it or is it off the hook?

If the phone line is OK, has the modem been currently configured or has it been playing up. Check modem operation. (See specific dial-up checks on Q6).

Some modems or ISDN connectors may fail and if you are not able to check, your local PC shop may need to sort it out.
Certain business extensions need our additional prefix - see 'dial-up' set-up.

Finally, the 'cheaper phone call' offers of various telephone companies sometimes involve the addition of a box plugged into your connection which can cause problems. Either check with the company or if it is of the removable variety, remove it to test your connection by plugging directly into the existing BT connection

Note: Fixed boxes or exchanges should not be interfered with.

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3. My connection takes some time and can be erratic.

There are all sorts of reasons for this, from your computer configuration to your modem. Being a business service it is unlikely, in most cases, that our connections are the culprit (if they are we will have had many phone calls about the problem and you can check current service status with support). First of all check our configuration notes on "Dial-up" (Pub No: 040) to ensure that you have not got "log-on to network" (the most common reason for a lengthy connection) ticked, and also re-check the other options mentioned in the notes. Occasionally this can be your local line or exchange problem and you should as BT to test your lines.

Faulty installations (particularly with Highway ISDN systems) lightning strikes etc. can all affect the way your system operates.

Windows also has a very good help menu for these problems - open the dial-up networking folder (my computer --- c: drive --- dial-up networking) select help and search the index for the various problems that can occur by inserting something like 'dial-up' in the search box. You can also search the HELP index for your particular problem. (See also our FAQs on specific dial-up checks).
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4. I can't make a connection at all - I get an error message like: 'Server not responding, incorrect password etc.'

Sometimes local lines, exchanges and connections can cause a problem so try 2 or 3 times to check. Ensure that you have entered your user name and password EXACTLY as given - no extra spaces or misspelling. Enter it again to be sure. Always try more than once. Are you sure you are using the correct password and user name for who you are dialling? It's not unusual to find you are accidentally dialing another ISP or vice-versa. This is quite common where you have more than one dial-up or extra mail accounts entered and have asked for a general, "send or collect" mail, instead of being specific about the mail account to use. (In Outlook Express go to the 'Tools' menu - 'send and receive' and check the extra box that pops up, select the particular account you set up for your domain not the general 'send and receive' option).

It is a good idea, if you have been making a number of changes to various programmes, to 're-boot' the computer to ensure the correct options are being used.

This is good advice also for any problems where the computer appears to be 'playing up'. A re-boot will clear the system and your options or changes will become operational.

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5. My dial-up box does not show an option to save my password.

This is usually because you have not registered a password for your computer when it was first installed a corrupt password file or you do not know the password on windows 'start up' and you cancel the password box.

If a password has never been used for Windows do this:

• Double click on the "My Computer" icon on the desktop.
• Double Click on the "control panels" folder in the window that opens.
• Find the "password" icon and double click on this.
• In the box that opens ignore the first password box and leave it blank.
• In the second box put your new password and re-confirm it in the third box.
• If you receive a message "successfully changed" you will need to enter this password whenever you start windows and all your other programmed boxes will be able to save passwords.
• If you can't change the password it means that a previous password has been used and you will need to find this out before you can alter it.

Alternatively, you will need to re-install windows or continue to put passwords in boxes on each occasion.

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6. Some specific dial-up checks when not making a connection

1. First re-boot m/c and try again.

2. If unsuccessful go to : "My computer" - open control panel folder then open "telephony" and then under the "my locations" tag check "I am dialling from" "new location" (or click button "new"). Make sure United Kingdom is showing AND your local area code. Then OK.

3. Still in control panel select "modems". Under 'General' highlight your modem then "properties" then "connection" - make sure "wait for dial tone" is ticked. Click "advanced" button at bottom (you can "view log" or print it out after you've tried our connection and fax it to us if necessary. OK when finished.

4. Still in control panel select "system" - click on "device manager" tag. In the circle select View devices by type - then highlight "modem" Double click on it (or click on little + sign) and your modem will show. Highlight this then press "properties" button at bottom Under "general" it should tell you if the modem is working properly. Click OK.

Then if you select View devices by connection - highlight "Dial-up adaptor" then press properties it should tell you if it is working OK.

If these are all OK go back to "Modems" under control panels and double click. Highlight your modem in the window select the tag at the top "diagnostics" (check which port your modem is installed on). Highlight it and select "Help". A new window will open which will check various details with you about how you dial up. You can print these out if necessary.

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E-mail problems usually involve multiple accounts. In other words if you only have a single mail account and one 'dial-up' to make a connection, configuring Outlook Express is usually trouble free. Therefore it follows that to isolate any problem where you are using multiple accounts and/or dial-ups the simplest test is to disable all but one dial-up and one mail a/c. If this works then it is a relatively simple matter to gradually add the other accounts and find out where your problem is.

The following will assist in identifying problems, Click on a link below to jump to the appropriate answer:

1. I have set up my e-mail account but I can't log on to my mail box and collect mail.
2. I can't send mail from my domain address.
3. The programme doesn't use the correct dial-up even when I select my specific domain mail account.
4. I've installed Norton (or any Anti-virus programme) on my computer and my mail doesn't work correctly.

1. I have set up my e-mail account but I can't log on to my mail box and collect mail.

First of all check more than once. This is usually a user name and/or a password problem. Check that you have entered these correctly, using lower case letters and no extra spaces, using the details given to you.

If you have more than one mail account (perhaps you have set up separate accounts with other providers) you may need to collect mail by stipulating specific mail accounts or otherwise you may be trying to collect mail using the wrong passwords and/or Outlook Express maybe trying to use different 'dial-ups' to collect all mail and therefore shutting down and attempting to re-dial.

If you are using another ISP ( Internet service provider) for your dial-up and to collect all your mail from different accounts then they may be having problems which you should check.

If you are unsure, you should separate your different a/c's in order to test them. Do this:

(a) Set up our 'dial-up' if you haven't already done so (see pub no:040 on this or print off by clicking here).

(b) Set up your 'own domain' e-mail a/c as described in our pub no:020 or print off by clicking here. Configure this mail account to to use our dial-up (see note 3 below)

(c) Save these changes by closing any windows and then proceed as follows:

To collect mail, (whatever the dial-up or account set-up), always specify the particular account you wish to collect or send mail from - do not use "send and receive all". To do this:

Go to the 'Tools' menu, select 'send and receive', another sub-menu opens and shows any individual mail a/cs you may have set up ( shown underneath the "send all" option). If none are shown you haven't yet set them up. Highlight the appropriate a/c and your programme will then only send or receive using the details you set up for that particular account.

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2. I can't send mail from my domain address.

If you are using our 'dial up' this is probably a password or username issue so check that these have been entered correctly in accordance with our notes.

Try more than once before checking other details. If you are using another provider (particularly AOL, Compuserve or Freeserve) you may be accidentally trying to send mail through their servers and not ours (see previous note about sending and receiving).

Note: You will never be able to send your own domain e-mail (i.e. mail that has your sender name as you@yourdomain.co.uk ) through some providers outgoing servers (SMTP) as they will not allow it unless it has their return domain address (you@aol.com or similar).

Select the specific mail account you have set up with us when doing a send (Tools menu - send and receive - then highlight the account name you have set up).

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3. The programme doesn't use the correct dial-up even when I select my specific domain mail account.

This is because you haven't specified a particular dial-up for your domain mail a/c and the programme is using the "default" dial-up. If you only use one dial-up account and one mail account this won't occur. For multi-account use however you do need to be specific. To ensure the correct dial-up is used with your mail account do this:

Open Outlook Express, go to the "tools" menu and highlight accounts. An internet accounts window opens. Select the "mail" tag and then highlight the account you have set up - then press the "properties" button on the right. In the new window select the "Connection" tag (this may be called by another name on some versions). This is where you specify the particular 'dial-up' to be used with a particular account. Put a tick in the box "always connect to this account using" and the white box becomes available. If you select the arrow on the right of the box it will then show a list of all the 'dial-ups' set up in the 'dial-up networking' folder.

Select the dial-up you wish to use for this account (ours is normally called mclweb) and then 'OK' or 'Close' all boxes. In future when you 'send' or 'collect' email on this domain account it will always use this dial-up.

4. I've installed Norton (or any Anti-virus programme) on my computer and my mail doesn't work correctly.

Norton amends your mailbox settings so that it can check mail for viruses before you open it. Sometimes this can cause conflicts particularly with some versions. You may need to redo your mail a/c with Norton unchecked in the Virus options box.

DO THIS:

In Norton turn off the mail a/c you were protecting - Options menu - select Norton anti-virus - click on e-mail in left hand box - untick the mail a/c you are changing - close Norton. In your mail a/c (Outlook Express or other) delete the mail account concerned. (Go to the 'Tools' menu, select the 'mail' tag. Highlight the mail account and then press the 'remove' button on the right).
Reboot your computer.

Open Outlook Express and set up a new a/c per as your original instructions from us (or find them on our website).

Once this is done test the account before you use anti-virus protection. After it is working properly you can go back into the anti-virus programme and tick the box against the new e-mail a/c which will now be protected.

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There are very few problems with Internet Explorer once your connection has been made. Most difficulties only apply to the 'options' you choose to use. All of these are found under the 'Tools' menu and then 'Internet Options'.

Some of the more specific difficulties are given below, please click on a question to jump to the answer:

1. Do I have to use Internet Explorer to 'browse' the Internet?
2. I can't seem to locate websites when I put a correct domain name (url) i.e. www.anyname.co.uk in my browser.
3. I don't have the address line mentioned in question 2.
4. How do I search in my browser?
5. When I open Internet Explorer it goes automatically to the MSN website - how can I change the opening page?
6. I have lots of web pages stored and wish to clear them down - how can I do this?
7. When I view pages on the web the typematter is extremely small and difficult to read - can I alter this?
8. How can I ensure that when I open 'Internet Explorer' it uses the correct 'dial-up'.
9. How can I check security and other issues when browsing the web?

1. Do I have to use Internet Explorer to 'browse' the Internet?

No. The other most popular browser is Netscape Navigator. They work in similar ways but may occasionally show websites slightly differently. There are also other browsers used by different groups such as 'text only' browsers. However, in the main more people use Internet Explorer than any other.

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2. I can't seem to locate websites when I put a correct domain name (url) i.e. www.anyname.co.uk in my browser.

We have had a number of people confusing a search engine locator (or a search website or other search facility such as a yahoo) with a browser address window. The correct way to locate a website is on the Internet Explorer (or other browser) address line where you put in the correct web address. First open Internet Explorer. When the window opens you should see a white panel at the top with "address" to the left of it. It appears underneath the "icons" for 'Stop', 'refresh' 'home' etc. and above the 'links' list: "Best of the web" "Channel guide" etc.

In here delete any existing web address you require (by highlighting and pressing 'delete') then insert the web address i.e. www.anyname.co.uk and press 'return'. The browser will search for the address, if you're on-line, or ask you to 'dial-up' if not, ENSURE that you enter the web address exactly - including any hyphens and full stops.

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3. I don't have the address line mentioned in question 2.

This is because it has been closed. Position your mouse arrow on the double line under the "links" line ("Best of the web" "Channel Guide" etc.) and the arrow head will change to a double arrow. Hold down the left button and "pull down" to open up the "address" panel.

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4. How do I search in my browser?

If you're using Internet Explorer under windows you can enter some search criteria in the address window mentioned in question 3. Enter some details such as "Spanish holidays" and the Microsoft search engine (MSN) will open. You can then insert your search criteria again and it will attempt to locate a suitable site. Otherwise you have to go to traditional search engine sites (like yahoo or 'ask jeeves'). You can do this from our website by clicking on links. Click here to go to a search engine list.

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5. When I open Internet Explorer it goes automatically to the MSN website - how can I change the opening page?

All specific options in Internet Explorer are found under the 'Tools' menu then select 'Internet Options' and a new window opens. The very first item shown is "Home Page". Highlight the address already shown and 'delete it'. Insert the full web address of the website you wish to show when you open Internet Explorer. If, for example, you wanted it to be our website insert: http://www.mclweb.co.uk

Note: It's a good idea to reboot your computer when you have finished making any changes.

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6. I have lots of web pages stored and wish to clear them down - how can I do this?

This information is on the same window as question 5, under 'Temporary Internet Files' and 'History' simply 'delete files' or 'clear history'. If you visit any of these sites in future they will take longer to download on the first visit but you will have removed a lot of 'clutter' from your hard disk.

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7. When I view pages on the web the typematter is extremely small and difficult to read - can I alter this?

Yes, text type is not at a 'fixed' size which is one of the reasons why web pages sometimes appear differently on different computers. In the Internet Explorer window go to the 'View' menu and highlight 'text size'. In the sub-menu that appears you can select a type size.

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8. How can I ensure that when I open 'Internet Explorer' it uses the correct 'dial-up'.

Go to the 'Tools' menu and select 'Internet Options'. In the window that opens select the tag at the top labelled 'connections'. Now you will see all the 'dial-up' connections listed for your system, or only one if that's all that is being used. Highlight the connection that you wish 'Internet Explorer' to use as a 'default' and then press the 'set default' button on the right. Now the programme will always use this 'dial-up'. In this window you can also select when and how the programme dials up.

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9. How can I check security and other issues when browsing the web?

Using the 'Internet Options' button (as question 8) you can use the various options to select the way you wish to browse the web - particularly look at the "security" tag in the Internet Options window.

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