Frequently asked questions
- How do I get started using a new Prepaid Card?
- How do I download my connection software?
- Sometimes I cannot connect. A message informs me of possible protocol errors. Why?
- Why must I try several times before I finally get connected?
- Why does it take a long time for the connection to be established (hand shaking)?
- The connection interrupts after a few minutes. Why?
- The connection interrupts after approximately 20 minutes. Why?
- Why does my neighbour never have impromptu disconnections?
- When someone calls our house I lose my connection. Why?
- My computer often asks me if I want to disconnect; or it disconnects me then asks if I want to reconnect. Why?
- I am often disconnected when I am downloading a file and when I am on a chat group server. Why?
- I have a fairly powerful computer (for example a Pentium 166). If I listen to music and I am on the Internet I am frequently disconnected. Why?
- I allocated a virtual memory to increase my computer's memory. Recently I have been confronted with disconnection problems. Why?
- Some nights, I cannot get a connection because the line is busy. What is going on?
- I changed my 33 K modem for a 56 K and I can no longer connect. Why?
- When I open several applications, my computer freezes up and I have to shut down the computer in crash mode. Why?
- When I connect to my game server, there is often a lag period. Why?
- Q: How do I get started using a new Prepaid Card?
A: Once you've downloaded the TELUS Prepaid connection software, you never need to download it again. Simply enter the Serial # and PIN from your new Talk & Surf Card in the Connect to TELUS Prepaid dialogue box.
Q: How do I download my connection software?
A: For Windows 95/98/ME
Double click on each of the following:
- My Computer > Dial-Up Networking > Make New Connection
- In the first entry box, enter TELUS Prepaid Download then click Next.
- Enter the toll-free number (area code 866, phone number 5418370) and select Canada for the Country code. Now, click Next, then Finish.
- Double click the TELUS Prepaid Download connection.
- Enter this card's Serial # as the User ID and the PIN as the password.
- Verify the toll-free number 1 866 5418370 appears.
- Press Connect (or Dial) to connect.
- Once connected, open your browser (Internet Explorer or Netscape) and in the Address or Location field enter http://www.telusprepaid.com/download.
- Follow the next screen's instructions.
For Windows NT
- Double click on each of the following: My Computer > Dial-Up Networking
- If your phone book is empty, click OK to be brought into the New Phonebook Entry Wizard.
- If you already have phone book entries, you will enter the Dial-Up Networking dialogue where you click New.
- In the first entry box, enter TELUS Prepaid Download then click Next.
- Check the "Send my plain-text password…" check box, click Next.
- Enter the toll-free number 18665418370. Click Next, then Finish.
- Click Dial on the Dial-Up Networking Dialogue
a) Enter this card's Serial # as the User ID and the PIN as the password.
b) Click OK
- Follow steps 5 & 6 from Windows 95/98/ME.
For Windows 2000
- Double click on each of the following: My Computer > Control Panel > Network and Dial-up Connections > Make New Connection
- Click Next on the Connection Wizard welcome screen.
- Select Dial-up to private network and Click Next.
- Check Use dialing rules. Enter the toll-free number (area code 866, phone number 5418370) and select Canada for the Country Code. Click Next.
- (Optional step) If you are an administrator, select either of the connection availability options and click Next.
- Enter TELUS Prepaid Download and Click Finish.
- Follow steps 4a - c, 5 and 6 from Windows 95/98/ME.
- Q: Sometimes I cannot connect. A message informs me of possible protocol errors. Why?
A: This problem can come up after a game session, when your operating system becomes unstable due to a marginal configuration in your network parameters, or if your computer was not turned off for a long period of time. Often, by completely shutting down your computer (not to be confused with Restart), it is possible to solve this problem.
- Q: Why must I try several times before I finally get connected?
A: Make sure that your driver is optimized and is up to date. Make sure that your modem was correctly installed. Check that there are no messages on your telephone voice mail. Make sure that you selected the proper number for your modem type. Make sure that no other application is trying to use your Dial-Up Network connection.
- Q: Why does it take a long time for the connection to be established (hand shaking)?
A: It is possible that the "Use DHCP for WINS resolution" is activated. To correct the problem:
- Double click on My Computer.
- Double click on Control Panel, then on the Network icon.
- Click once (to highlight)TCP/IP.
- Select Properties. If you use Windows 98, read the note in the dialogue box and validate by OK.
- Select the WINS Configuration tab and point to Disable WINS Resolution.
- Validate by pressing OK once, and for a second time press OK again.
- The computer will reconstruct a part of its database, and it will ask you to restart the computer. Click on YES.
- Have your operating system CD ready (Win 95/98).
- Q: The connection interrupts after a few minutes. Why?
A: Several factors may be the cause:
A telephone or fax machine that is plugged into the same line as the modem is being used. A sound that is imperceptible to the human ear is on the line. An electrical outage took place. There is an electrical storm. The telephone connection is loose (screws need to be tightened). The wire from the telephone plug and the modem is too long (if possible, 2 m maximum, without an extension). Under certain conditions, humidity on the external conductors can cause disconnections.
- Q: The connection interrupts after approximately 20 minutes. Why?
A: Make sure that the option "Disconnect after 20 minutes" is not checked either in the Microsoft browsers, or in the options of your modem connection.
- Q: Why does my neighbour never have impromptu disconnections?
A: Does your neighbour have exactly the same computer equipment as you (same computer, same model, same brand, and same components)? Does he have the same type of modem (some are more robust than others)?
To help you resolve your problem, we suggest the following tests:
Make sure you have the same provider.
Try to connect your equipment at your neighbours and vice-versa. If you have the same problems at your neighbour's, it is possible that your equipment may be the cause (driver configuration, firmware).
If your neighbour no longer gets a good connection at your house, it is possible that the problem stems from your telephone installation (internal or external).
Even if the distance between your neighbour's residence and yours is only a few metres, it is possible, for various reasons (including the telephone network configuration) that the distance between your residence and the phone exchange is more important that it seems.
- Q: When someone calls our house I lose my connection. Why?
A: If the line you are using has the Call Waiting option, and this option is not deactivated, each time you receive a call and the line is already in use, a BEEP is heard to signal that someone is trying to call you. When you are connected to the Internet, this BEEP is strong enough to interrupt your connection, without indicating that you have a caller on the line. Before you connect, make sure that the Call Waiting option is deactivated by using the code *70 written before the telephone number in the Properties of your Dial-Up Networking.
To do so, double-click on the My Computer icon, then on Dial-Up Networking. Next, with the right button of the mouse, click on the icon that allows you to connect to GlobeTrotter. Select Properties. In the same box as the telephone number, and to the left of the latter, add *70,, (Example: *70,,721-2412). Make sure that the option "Use area code and Dialing Properties" is not checked. Validate by clicking on OK.
- Q: My computer often asks me if I want to disconnect; or it disconnects me then asks if I want to reconnect. Why?
A: In your modem's properties, in your Dial-Up Networking configuration and in the connection options of Microsoft Internet Explorer, there is a connection security that can be activated or deactivated as needed. This cuts the connection if it registers no activity between the server and your modem.
This option is easily deactivated; however, you must take care to disconnect yourself by clicking on the connection icon (blinking computer screens, at the bottom right of your task bar) when you end an Internet session.
- Q: I am often disconnected when I am downloading a file and when I am on a chat group server. Why?
A: If you have a processor (CPU) that is not very strong, the demand is often too large and the computer turns off certain tasks so that it can function minimally.
- Q: I have a fairly powerful computer (for example a Pentium 166). If I listen to music and I am on the Internet I am frequently disconnected. Why?
A: Your computer must have 256 K of cache memory. Try to close as many applications as possible (games, e-mail, browsers opened in duplicate) to free up your CPU's resources.
- Q: I allocated a virtual memory to increase my computer's memory. Recently I have been confronted with disconnection problems. Why?
A: If you allocated virtual memory, you have to free up disk space. It is preferable to conserve several tens of MB on the hard drive (in proportion with the size of your disk), 200 MB should suffice.
- Q: Some nights, I cannot get a connection because the line is busy. What is going on?
A: While this problem is rare with GlobeTrotter, there are two main reasons for this message. The best way to figure out the real nature of the problem is as follows:
Using a phone, dial the server access number and listen carefully to what happens. Make sure you have correctly dialled the number that is written in your connection icon.
If IMMEDIATELY after you dialled the number, you hear a busy signal, it is very possible that the problem is due to an inability to access the phone lines. This surcharge happens at peak times.
If there is a certain time lapse (1 to 2 seconds) before you hear a busy signal, it is probable that the maximum simultaneous numbers for Internet access has been reached.
- Q: I changed my 33 K modem for a 56 K and I can no longer connect. Why?
A: GlobeTrotter always tries to be at the leading edge of technology and it is possible that your modem, even if it is new, does not have the latest firmware or that your operating system does not have the driver for your modem. You will find the firmware or driver updates on your modem's website or by contacting your computer equipment salesperson.
- Q: When I open several applications, my computer freezes up and I have to shut down the computer in crash mode. Why?
A: Most times, this problem is due to a lack of random access memory (RAM), or a lack of space on the hard drive. There could also be a conflict between one or more applications. If the latter is the case, open the applications one at a time; you will see when the freeze up occurs and it will give you a good starting point for further investigation.
- Q: When I connect to my game server, there is often a lag period. Why?
A: Game servers use a predefined pass band. As long as the players do not use the entire pass band, everything goes well. However, some of these servers do not limit the number of simultaneous players and accept all that wish to play. As well, it is on a first come, first serve basis. For example, the server has a band of 100 KB; the first player uses 33 KB, a second 56 KB, and a third also connects at 56 KB. The sum of the first two equals 89 KB; there are only 11 KB left for the third player. This last player will have lag problems.
Another possible cause for lag problems is the number of relay points between your computer and the game server. To learn the number, click on the Start button, select Programs, then choose MS-DOS Prompt. In the MS-DOS dialogue box, write "tracert", followed by your game server's address (example: tracert 126.96.36.199). You can then see all the relay points you must use to reach the desired site