Connection Problems/Disconnects

Cape.Com constantly monitors capacity load on our servers, and our systems are upgraded well before capacity is ever reached. If you are having problems connecting, most likely the problem is not related to our capacity or number of Cape.Com users currently online. Follow the steps below to help get a better connection.

Is the problem 56k related?

Try adding 2 commas to the end of the phone number (e.g. 445-4200,,). This does not always work, but, sometimes it helps your modem to synchronize with ours, which improves the connection.

Verify that your settings are correct:

• Check the configuration settings for your type of computer.

Is the problem related to your modem?

• If you have a 56K modem:
  
  
  • Contact the manufacturer of your modem, or the person who sold you your computer, to obtain the latest and greatest driver available for that modem. Drivers (or firmware) control your modem's communication with your computer, and they often undergo revisions and upgrades. A newer driver may greatly improve your connection.
    
    
  • Contact the manufacturer of your modem, or the person who sold you your computer, to obtain the initialization string which will disable V.90 . If you have a V.90/X2 modem, then instead of a V.90 connection you will make an X2 connection (sometimes this will work better). If you have a V.90/Flex modem and you disable V.90, you will unfortunately only make a 33.6K connection, but it may be much more reliable.
    
    
  • The best source of information about your particular modem is the manufacturer of your modem, or the person who sold you your computer. However, initialization strings for some modems are available on the "Modem Initialization And Drivers" link below.
  
  
• If your modem is NOT 56K (it is 33.6 or less): Initialization strings set critical timing and other network related preferences within the modem and usually improve network communications. To obtain the correct inititalization string:
  
  • forward the make and model of your modem to support@cape.com, or,
    
    
  • go to the "Modem Initialization And Drivers" link below.
  
  
• What is the make and model of your modem? Check our list of known issues with certain types of modems (See "Questions About 56K Modems" link below).
  
  
• Substitute another modem as a test. Buy a new one, borrow one from a friend, or try a Cape.Com loaner modem (See "Cape.Com Loaner Modems" link below).

Is the problem related to your phone line?

• Check your inside telephone wiring. Make sure there are no adapters, splitters, and or other devices attached to the telephone line that your computer is using to connect to us. Also, make sure there are no rotary phones and/or old answering machines on the line. If you do have any of the above, remove them and test.
  
• Check your phone line even if you cannot hear any static on the line.
  
• Note the weather. Many times the phone lines don't work well when it is raining, windy or stormy.

If all of the above fails:

Each time you are unable to make a connection to Cape.Com, immediately try to dial the number you use to connect to us on a regular phone, and record whether you get:

• a squeal (a modem trying to pick up)
• a fast busy signal (a telephone company capacity problem)
• a slow busy signal (no modem available to pick up - LET US KNOW!!)
• the message "All Circuits Are Busy" (a telephone company capacity problem).

Forward this information to support@cape.com, along with your Cape.Com user name, the date and time you were unable to connect, the phone number you are dialing from, and the Cape.Com phone number you attempted to dial to.

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