This page provides quick solutions to some of the most common connection problems experienced by Tiscali members.

Q. How do I change my Internet settings to Tiscali?
Q. Why doesn't my modem work?
Q. Why do I keep getting a "line is busy" or "no dial tone detected" message when I try to connect to Tiscali?
Q. Why can't I connect to Tiscali and the Internet?
Q. Why do I get the message "Dial-Up Networking cannot establish a compatible set of network protocols"?
Q. Why do I keep on getting disconnected?
Q. Why is my connection so slow?

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Q. How do I change my Internet settings to Tiscali?  [Top]
Internet Settings - Dial up PC
Tiscali dial-up telephone numbers:

• Tiscali DayTime - 1470 0808 9933 151
• Tiscali OffPeak - 1470 0808 9933 050
• Tiscali Anytime customers - 1470 0808 9933 031
• Tiscali Pay As You Go customers - 0844 052 9009 (If you are using Telewest use the dialup number 08456614681)
• ISDN Tiscali Pay As You Go customers - 1470 0845 661 4682

Selected TCP/IP Settings:

• Server assigned IP address
• Server assigned name server addresses
• Use IP Header Compression
• Use Default Gateway

How to set up your Dial Up Networking:
From your Desktop, go to 'My Computer' and then double click on Dial Up Networking, locate the Tiscali dial up connection, right click with your mouse and choose "properties", and you will see a screen as below. Make sure that the telephone number is:  

• Tiscali DayTime - 1470 0808 9933 151
• Tiscali OffPeak - 1470 0808 9933 050
• Tiscali Anytime customers - 1470 0808 9933 031
• Tiscali Pay As You Go customers - 0844 052 9009 (If you are using Telewest use the dialup number 08456614681)
• ISDN Tiscali Pay As You Go customers - 1470 0845 661 4682

Click on the "Server Types" tab and a screen will be displayed. Make sure that only TCP/IP is ticked.
Click on the "TCP/IP" button and ensure that the following are ticked:

• Server assigned IP address
• Server assigned name server addresses
• Use IP header compression
• Use default gateway on remote network

Internet Settings - Dial up Mac

1. Setting up Remote Access (PPP)
   Upon completing the online Registration, you will have received numbers, which you will require to complete this process (if you did not make a note of them, please note that you will receive an email with this information). You will need these to configure your Macintosh to make Tiscali your ISP.  
   • Once you have all the required numbers, open Remote Access through your Apple Menu. Click on the Apple Menu and select Control Panels, then on Remote Access.
   • Once Remote Access is open, you will need to enter the information details received as shown below. Then click on the "Options" button.
     
     
      
     Please note: The telephone number listed in the image is the current Pay As You Go dial-up number. If this number is dialled you will incur charges at a local rate that will be applied to your phone bill. If you have registered to the DayTime, Anytime or Offpeak service then you will receive an email within 24 hours detailing new telephone number that you should use.
   • Now select the "Protocol" tab. Next to Use Protocol, click where it says "Automatic" and select "PPP". Click on "OK" and on to Step 2.
2. Configuring TCP/IP
   • Click on the Apple Menu and select Control Panels, then click on TCP/IP.
   • If you get the following message on the screen, press, "Yes" to enable TCP/IP.
     
   • Next to Connect via, click where it says "Ethernet" and select "PPP". Now, next to Configure, click where it says "Using PPP Server".
     d. The numbers shown below are numbers you will need to input for the connection to work properly. Click in the box next to "Name server address", and type in the information shown below. Click the upper left square to close this window. When asked "Save changes to the current configuration?", click on the "Save" button.
     
     If you are registered with Tiscali and are having technical problems, please contact us and we will be glad to help. The technical support email can be found here and the phone number is: 0906 300 6633 (calls are charged at 50p per minute at all times)  

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Q. Why doesn't my modem work?  [Top]
If your computer cannot initialise your modem try the following:
 

• Check that the modem is switched on and check all the connections between the modem, computer and telephone line. Try turning the modem off and on.
   
• Check that your computer recognises the modem (Windows only):
  1. From the Start menu select Control Panel. 2. Double-click on the Modem icon and click the Diagnostics tab. 3. Highlight the appropriate Com Port from the list (usually COM2 for an external modem) and click the More Info button. 4. If your computer recognises the modem a window listing modem information and AT commands will be displayed.
   
• If your computer doesn't recognise your modem check that you have selected the correct Com Port.

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Q. Why do I keep getting a "line is busy" or "no dial tone detected" message when I try to connect to Tiscali?  [Top]

• If you have an external modem check that it is plugged in and switched on and check all the connections between the modem, computer and telephone line.
   
• Try removing or disabling any other software or hardware devices connected to the telephone line (such as phones, faxes and extension lines).
   
• If your modem has been setup for overseas tone detection (typically for the US or Canada) it may be incorrectly detecting the UK network tones. Try turning off modem tone detection:
  Windows:
  1. Click on Start, then Settings, Control Panel and Modems to open the Modem Properties window.
  2. Select your modem from the list and click the Properties button.
  3. On the Connection tab make sure that the Wait for dial tone before dialing option is NOT selected.
  
  
  
  MacOS:
  1. Open the PPP or Remote Access control panel from the Apple menu.
  2. Open the Modem control panel from the PPP or Remote Access menu.
  3. Make sure that the Ignore dial tone option is selected.

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Q. Why can't I connect to Tiscali and the Internet?  [Top]
If you are registered as a Tiscali Pay As You Go customer and are having problems connecting to Tiscali or viewing web pages try the following:  

• Check to see whether you are connected to Tiscali:
  Windows: Hold down the ALT key and press TAB a few times. This will display a list of open applications, one of which should be Connected to Tiscali.
  
  MacOS: The apple icon in the top left-hand corner of the screen should be flashing if you are connected.
   
• If you are connected try typing www.tiscali.co.uk into the browser address bar and pressing the return key on the keyboard. If this takes you to Tiscali you need to reset your browser's Home page (see the Browser Troubleshooting Tips page for details).
   
• If you have an external modem check that it is switched on and check all the connections between the modem, computer and telephone line. Try turning the modem on and off.
   
• Open the connection window:
  
  Windows: Double-click on My Computer then the Dial-Up Networking folder. You should see at least two icons: Make New Connection and Tiscali. Double-click on the Tiscali icon to open the Connect To window.
  If you do not have a Dial-up Networking folder you will need to install the Windows communication software. See your Windows documentation for help on this process. If you do not have a Tiscali icon, double-click on the Make New Connection icon and follow the on-screen instructions (see below).
  
  MacOS: Open the PPP or Remote Access control panel from the Apple menu.
   
• And check the following settings:
  • The User name or Name box should contain your full email address, in lower case, including @tiscali.co.uk (e.g. john.smith@tiscali.co.uk).
  • Your password must be entered correctly in the Password box. Make sure it is entered in the correct case and that the caps lock key on your keyboard is off.
  • The phone number in the Number box should be 0844 052 9009 for Tiscali Pay As You Go customers, 1470 0808 9933 031 for Tiscali DayTime and Tiscali OffPeak customers or 0845 661 4682 for Tiscali pay As You Go ISDN users (see the Connection Speeds help page
   
• Check your connection properties (Windows only):
  1. From the Dial-up Networking folder, click the Tiscali icon with the right-hand mouse button and select Properties from the list.
  2. Check the following settings (for Tiscali Pay As You Go users): Area Code - 0844; Telephone - 052 9009; Country name and code - United Kingdom (44).
   

Check your modem settings:

Windows:
1. From the Start menu select Settings, then Control Panel.
2. Double-click on the Modems icon and make sure that the correct modem is displayed in the list.

MacOS:
1. From the Apple menu, select Control Panels, then PPP or Remote Access.
2. Open the Modem control panel from the PPP or Remote Access menu and make sure that the correct modem is selected from the list.

 

If you need to dial a number to get an outside line (e.g. 9):

Windows: From the Connect To window, click the Dial Properties button and enter the number (e.g. 9) in the To access an outside line box.
MacOS: Open the PPP or Remote Access control panel from the Apple menu and type the number (e.g. 9) Number box (i.e. 9 0844 052 9009).

 

Now try clicking the Connect button on the connection window to connect to Tiscali. If you are still experiencing problems connecting to Tiscali and the Internet, try the following:
 

Check your network settings:

Windows:
1. From the Start menu select Control Panel, then Network.
2. In the Network window double-click TCP/IP, then select Properties to open the TCP/IP Properties window.
3. Select the Wins Configuration tab and check that the Disable Wins Resolution option is selected.
4. Select the DNS Configuration tab and check that the Disable DNS option is selected.

MacOS:
1. From the Apple menu, select Control Panels, then PPP or Remote Access.
2. Open the TCP/IP control panel from the PPP or Remote Access menu.
3. Make sure that the Connected via option is set to PPP and the Configure option is set to Using PPP Server.
4. Try entering 194.75.152.200 in the Name server addr box and tiscali.co.uk in the Search domains box.

 

Check your browsers' proxy server settings:

Internet Explorer 5 for Windows:
1. Open Internet Explorer and from the Tools menu select Internet Options.
2. Select the Connections tab and click the LAN Settings button towards the bottom of the window.
3. Check that the Use a proxy server option is NOT selected.

Internet Explorer for MacOS:
1. Open Internet Explorer and from the Edit menu select Preferences.
2. Scroll down to the Network section in the left-hand list and click on the Proxies option.
3. Check that the Disabled option is selected (IE4) or that the Web Proxy option is NOT selected (IE4.5 or IE5).

 

Check your Dial-Up Networking settings (Windows only):

1. From My Computer double-click on the Dial-Up Networking folder.
2. Click the Tiscali icon with the right-hand mouse button and select Properties from the list.
3. Click the Server Type button and check the following options are selected: Type of dial-up server: PPP; Advanced options: Enable Software Compression; Allowed network protocols: TCP/IP
4. Click the TCP/IP Settings button and check the following options are selected: Server assiged IP address; Server assigned named server addresses; Use IP header compression; Use default gateway on remote network.

 

Check you have the correct network components installed (Windows only):

1. From the Start menu select Settings, then Control Panel then Network.
2. Check that the following items are displayed in the list: Dial-Up Adapter and TCP/IP.
3. Follow the instructions below if either of these items are missing.

To install the Dial-Up Adapter:

1. Click the Add button then double-click on the Adapter icon in the list.
2. Scroll down the list of Manufacturers on the left-hand side and click on Microsoft.
3. Double-click on the Dial-Up Adapter icon in the right-hand list.

To install the TCP/IP:

1. Click the Add button then double-click on the Protocol icon in the list.
2. Select Microsoft from the list of Manufacturers on the left-hand side.
3. Double-click on the TCP/IP icon in the right-hand list.

 
When you have selected these components click OK, insert your Windows CD-Rom and follow the on-screen instructions.
 

Check for other winsock.dll files (Windows only):

1. From the Start menu select Search.
2. Type wsock32.dll into the box and click OK.
3. Only one file c:\Windows\SystemCheck\wsock32.dll should be displayed in the search results window. If any other wsock32.dll files are displayed select Rename from the File menu to rename them (e.g. wsock32.dll1; wsock32.dll2; etc.).

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Q. Why do I get the message "Dial-Up Networking cannot establish a compatible set of network protocols"?  [Top]
Check you have the correct network components installed (Windows only):

1. From the Start menu select Settings, then Control Panel then Network.
2. Check that the following items are displayed in the list: Dial-Up Adapter and TCP/IP.
3. Follow the instructions below if either of these items are missing.

To install the Dial-Up Adapter:

1. Click the Add button then double-click on the Adapter icon in the list.
2. Scroll down the list of Manufacturers on the left-hand side and click on Microsoft.
3. Double-click on the Dial-Up Adapter icon in the right-hand list.

To install the TCP/IP:

1. Click the Add button then double-click on the Protocol icon in the list.
2. Select Microsoft from the list of Manufacturers on the left-hand side.
3. Double-click on the TCP/IP icon in the right-hand list.

When you have selected these components click OK, insert your Windows CD-Rom and follow the on-screen instructions. 

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Q. Why do I keep on getting disconnected?  [Top]
If you keep on getting disconnected from Tiscali try the following:

• If you have an external modem check all the connections between the modem, computer and telephone line.
   
• Remove or disable any other software or hardware devices connected to the telephone line (such as phones, faxes and extension lines).
   
• Disable call waiting:
  To turn call waiting off dial #43# on your phone. Dial *43# again to turn it back on again. Note that it is best to turn call waiting on and off manually, rather than selecting the This location has call waiting option or entering #43# before the phone number.
   
• Check your modem's disconnection settings:
  Windows:
  1. Click on Start , then Settings, Control Panel and Modems to open the Modem Properties window.
  2. Select your modem from the list and click the Properties button.
  3. On the Connection tab check the Disconnect if idle... setting and increase it or deselect it as appropriate.
  
  MacOS:
  1. Open the PPP or Remote Access control panel from the Apple menu.
  2. Click the Options button and then the Connection tab.
  3. Check the Disconnect if idle setting and increase it or deselect it as appropriate.
   
• Check your modem's speed settings and try reducing the speed:

  Modem Type	Maximum Speed
  14.4	19200
  28.8	38400
  33.6	57600
  56Flex, X2 or V.90	115200

  
  Windows:
  1. Double-click on My Computer, Control Panel, then Modems.
  2. Highlight your modem and click the Properties button.
  3. Check that your modem is set to the appropriate speed (see the table above).
  4. Try reducing the modem speed.
  
  MacOS:
  1. Open the PPP or Remote Access control panel from the Apple menu.
  2. Open the Modem control panel from the PPP or Remote Access menu.
  3. Make sure that the correct modem and modem speed is selected from the list (see the table above).
  4. Try reducing the modem speed.
   
• Check your telephone line:
  Call your telephone company (e.g. BT on 151) and explain to them that you are using a modem on your line and that you want AGC (automatic gain control) turned OFF and the gain increased.
   
• Check your COM Port speed (Windows only):
  The COM port is the place where the modem connects to your computer. If you are using an older computer your COM ports may not be fast enough for the high speed modem.
  The older, slower ports are called 8250 UART and can run at a maximum of 19,200bps (bits per second). The newer, fast ports are called 16550 UART and can run at any speed up to 115,200bps.
  
  To check the speed of your COM port:
  
  Double-click on My Computer, then Control Panel, then Modems. Select the Diagnostics page, click on your modem, and click on More Info. Look for the line near the top that says UART.
  The COM port is the place where the modem connects to your computer. If you are using an older computer your COM ports may not be fast enough for the high speed modem. The older, slower ports are called 8250 UART and can run at a maximum of 19,200bps (bits per second). The newer, fast ports are called 16550 UART and can run at any speed up to 115,200bps.
   
• Check your Advanced Port Settings (Windows only):
  1. Double-click on My Computer, then the Dial-Up Networking folder.
  2. Click the Tiscali icon with the right-hand mouse button and select Properties from the menu.
  3. Click on the Configuration tab then the Port Settings button.
  4. Try reducing the Receive Buffer and Transmit Buffer settings.

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Q. Why is my connection so slow?  [Top]
See the Connection Speeds help page for help speeding up your connection to Tiscali.

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