modem problem or phone line?

[Guest]

I need to troubleshoot a modem on a brand new computer. Unfortunately we
recently upgraded our PBX phone system so I've got 2 variables.. new phone
system/phone lines and new modem. It's also the ONLY modem here since all
our other computers use DSL and don't have modems installed. Is there
somewhere in the XP modem diagnostics that would tell me if the phoneline is
good?
Here's the rundown if anyone has suggestions;
We have a dedicated faxline.. I can send/receive faxes through that phone
jack and can hook up a phone handset and get a dial tone
I CAN'T connect via the modem using that phone jack. I also can't download
postage to refill our postage meter which is done over a phone line.
Thanks in advance for any help

 

[Malke]

I need to troubleshoot a modem on a brand new computer. Unfortunately
we recently upgraded our PBX phone system so I've got 2 variables..
new phone
system/phone lines and new modem. It's also the ONLY modem here since
all
our other computers use DSL and don't have modems installed. Is there
somewhere in the XP modem diagnostics that would tell me if the
phoneline is good?
Here's the rundown if anyone has suggestions;
We have a dedicated faxline.. I can send/receive faxes through that
phone jack and can hook up a phone handset and get a dial tone
I CAN'T connect via the modem using that phone jack. I also can't
download postage to refill our postage meter which is done over a
phone line. Thanks in advance for any help

AFAIK, a modem has to use an analog line and a PBX phone system isn't
analog. That would be why you can't connect.

Malke

 

[Malke]

I need to troubleshoot a modem on a brand new computer. Unfortunately
we recently upgraded our PBX phone system so I've got 2 variables..
new phone
system/phone lines and new modem. It's also the ONLY modem here since
all
our other computers use DSL and don't have modems installed. Is there
somewhere in the XP modem diagnostics that would tell me if the
phoneline is good?
Here's the rundown if anyone has suggestions;
We have a dedicated faxline.. I can send/receive faxes through that
phone jack and can hook up a phone handset and get a dial tone
I CAN'T connect via the modem using that phone jack. I also can't
download postage to refill our postage meter which is done over a
phone line. Thanks in advance for any help

Sorry about the double post, but I've thought about it a bit more and
I'm not *sure* you must have an analog line for the modem. So, to test
the modem do two things:

1. In the Phone & Modems applet in Control Panel, you will find a place
to query the modem. I'm sorry I can't be more specific but none of my
computers have modems. Anyway, query the modem and if it answers back,
it is working in Windows.

2. Then find Hyperterminal in your Programs>Accessories and start it. If
you don't have Hyperterminal, you can install it from additional
Windows components in Add/Remove Programs. In Hyperterminal, create a
test using a phone number (not the one the modem needs to use!) - a
cell phone works well. Dial the number with Hyperterminal. If you don't
get a connection, you know:

a. Something is wrong with the cable or
b. Something is wrong with the phone jack (but you already know it's OK)
c. My vague memory of a modem needing a regular telephone line (analog)
is correct.

HTH,

Malke

 

[Guest]

Thanks for the reply. Sorry if I wasn't clear. I've done the query on the
modem. It's interpreting the results that has me stumped. I get;
AT commands with 'interpreted response OK'
'Send ATDT ###..." is followed a couple lines later by 'No Carrier'
At the bottom of the query results the Characters Sent , Characters
Received, Octets Sent and Received, etc all have a value of 0. I'm wondering
if that means the line is the problem.
The line I'm using is the fax line which I thought would be analog vs all
the voice lines that go through the PBX to our phones. Any suggestion on
where to find out more about phone technology? Our phone company says that
since we get a dial tone when hooking a phone to the fax phone jack we should
be able to use it for our modem
Thanks again for your help
Bobbie

 

[Malke]

Thanks for the reply. Sorry if I wasn't clear. I've done the query
on the
modem. It's interpreting the results that has me stumped. I get;
AT commands with 'interpreted response OK'
'Send ATDT ###..." is followed a couple lines later by 'No Carrier'
At the bottom of the query results the Characters Sent , Characters
Received, Octets Sent and Received, etc all have a value of 0. I'm
wondering if that means the line is the problem.
The line I'm using is the fax line which I thought would be analog vs
all
the voice lines that go through the PBX to our phones. Any suggestion
on
where to find out more about phone technology? Our phone company
says that since we get a dial tone when hooking a phone to the fax
phone jack we should be able to use it for our modem
Thanks again for your help
Bobbie

Well, the modem isn't making a connection. Since this is a company, I
would suggest that the most productive thing to do would be to call an
outside professional and have them look at your setup and test your
hardware.

Malke