Having trouble connecting to the internet? Click a heading below for tips on troubleshooting a dial-up connection.
Note: Do you use a broadband connection to access the internet? If so, please visit our help article Troubleshooting a Broadband Connection.
Dial-up Troubleshooting Tips:
Do you have a dial tone?
The first thing to check is do you have a dial tone? Check your phone (or fax) to see if you are able to get a dial tone. If no, then it’s most likely an issue with your phone provider. If you do have a dial tone, it’s most likely an issue with your computer.
Have there been any recent changes to your phone service?
Have you recently changed or upgraded your phone service? If so, that could be what’s causing the problem. Unfortunately, dial-up won’t work on phone service offered by cable companies. If you bundle your phone and cable TV services but opted out of broadband internet, dial-up won’t work.
Are you able to visit other sites using different browsers?
The problem could be associated with the browser that you’re using. Try using an alternate web browser (Chrome, FireFox, Safari, Internet Explorer, etc.). The problem could also be with the site that you are visiting. Try visiting another website (perhaps aol.com?) to see if the page loads.
Check physical phone connection
Sometimes a loose cable can be the culprit of a connection problem. Make sure the phone cable is fully connected to the back of your modem.
Unplug all phone devices (not the computer). Then reconnect just the modem. Try to connect online. If this works, add other phones and faxes back one at a time until you find the one causing the problems.
Note: Many of the "Emergency Alert" systems sold to seniors will operate over the phone system. They don't work with dial-up. If the line is tied up with web surfing, that emergency call won't go through!
Newer models of those systems address this issue by "pinging" the service at timed intervals. If anything obstructs the phone connection, it will interrupt the dial-up connection, fax transmission or phone call. These devices should have a dedicated phone line, or operate with ADSL technology.
Reboot your computer
Sometimes simply restarting your computer can fix the issue you’re experiencing. Close down all of the applications on your computer and then restart your computer.
If you have an external modem, reboot it
Many times, restarting your modem and router will fix the problem. Unplug the power cord from the back of your modem and router and then wait 30 seconds before plugging them back in. Once plugged back in, it may take up to 5 minutes for your modem and router to full reboot.
Check your access number
The problem could be caused by the access number that you are using. Please check that you are still using a valid access number for your area.
If you are an AOL member, you can check the valid access phone numbers for your area at http://access.web.aol.com/accessnum/. To learn more about adding access numbers in the AOL Desktop Software, please visit our help article Manually add access phone numbers.
Verify your Username and password
If you are using the dial-up service provided by AOL, please visit our help article Account Management: Managing your AOL Password for more information on changing your AOL password.
Contact your Internet Service Provider (ISP)
Still need help? Contact your internet service provider to help you troubleshoot the issue further. When you contact your ISP, please let the representative know that you are having trouble connecting to the Internet.
If your Internet Service Provider is AOL:
We’re here for you! There are several ways you can reach us. We offer email, chat, social, and phone support.
Note: Some services are only available to members with paid plans. To learn how to get help, please visit our support page at https://help.aol.com/contact/ or call 800-827-6364.