• Double click on the worldline.ca dial-up connection icon.
• You should see the phone number that your computer is dialing to connect to Worldline.
• Check your loacl phone book for the exact code that you should be using to disable call waiting. Bell Canada uses *70.
• Place your cursor at the front of the numbers in the telephone box on the dialup screen, and type in " *70, ". The comma after *70 ensures that there is a pause in the dialing to allow the code to work. Make sure you have not removed any of the other numbers accedentally.
• Please Note: If you have a rotary phone (pulse line) you will need to contact your local telephone company for information on disabling call waiting on a pulse line in your area.

• Double Click on My Computer
• Click on dial-up Networking

• Right Click on the Worldline.ca connection
• Select Properties in the menu that drops down

• Click the Dialing tab
• Place a check beside This is the default Internet connection
• Make certain there is no check beside Disconnect when connection may not be needed
• Click OK

• Click Start.
• Select Settings.
• Select Control Panel.
• Click on Phone and Modem Options
• Select the Modems tab to access additional modem options.

• Select your modem from the list provided
• Click Properties
• Select the Advanced tab
• Select Change Default Preferences
• Select the General tab

• Direct your attention to the Call Preferences Section
• Make certain there is NO check beside Disconnect a call if idle for more than...
• In the Cancel the call if not Connected within xx secs , type 120 .
• Click OK
• Click OK
• Click OK

Error 691: Username - Password Invalid

Check UserName and password:
Open the worldline.ca icon. Make sure your username is entered with no capitals and no spaces. Also ensure you are putting "@worldline.ca".

If problem persists:
Please call our helpline. There may have been an issue with your account that needs to be addressed.
Helplines can be found here.

Check the Phone cord: A faulty modem or faulty phone cord defiantely cause this problem. Ensure your phone cords are secured tightly and properly. Make certain a cord is going from the wall directly into the back of th3e computer. The cord from the wall should plug into the "line" outlet on the modem.

Restart the Computer: Turn the computer off and leave it off for at least one minute. Turn the pc on. If you have an external modem, it is best to switch it off and on as well.

Other software or hardware is using the modem: Ensure that no other programs or software is using the modem. Fax software or fax machines can be using the modem which would prevent worldline.ca from being able to dial out. You can try simply turning off the computer for a few minutes and then turning it on again. If this does not work. Try disconnecting any modem dependant hardware and then try connecting again.

Reinstall the modem: As a last resort you can reinstall your modem. For this you will need to have your correct modem drivers. worldline.ca can not assist you in reinstalling your modem. You must do this yourself or have technician do it for you.

Check your encryption settings:
Find the worldline.ca icon.
Start -> Settings -> Control Panel -> Network Connections

Once you see the worldline.ca icon. Right click on it and click properties. Click the "Security" tab. Under Security Options, ensure that the option called "Allow unsecured password" is selected. As well "Typical Settings" should be the only one selected.

Check your Modem settings:

Go to control Panel:
Win95-ME: My Computer -> Control Panel
Win2000+: Start -> Settings -> Control Panel

Once in the Control Panel, locate and icon titled "modems" or "Phone and Modem Options." Open this icon and look for the name of your modem. Go to the properties or settings of your modem.

Make sure the maximum port speed is set appropriately. "i.e. 56k modems would choose 57600 etc.

Now click on the "Advanced" tab. Click "Change default settings." Make sure there is no checkmark where it says, "Disconnect if idle for..." Also where it says, "Cancel call if not connected in..." Set this number to 180. Press "ok." Press "ok" again until you are out of the modem settings. Try connecting again. You may need to restart first.

Verify you have a modem installed:

Go to control Panel:
Win95-ME: My Computer -> Control Panel
Win2000+: Start -> Settings -> Control Panel

Once in the Control Panel, locate and icon titled "modems" or "Phone and Modem Options." Open this icon and look for the names of your modems. Go to the properties or settings of each modem.

Click "Diagnostics"

Click, "Query Modem". If the results say your modem is not functioning properly, then the modem you selected is not installed. Press ok and then remove that modem. Repeat this step for all modems listed until you find the one that works. Once you have located the working modem, remove all others and press ok.

NOTE: This may identify that a modem is on your pc however this doesn't guarantee it will work. You may not have the correct drivers installed for it.

Verify you have the working modem selected for worldline.ca:

Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking
Win2000+: Start -> Settings -> Control Panel -> Network Connections

Once you see the worldline.ca icon. Right click on it and click properties. Check where it says, "Connect using: Modem - ..." If there is more than one click on the one that works. If you are unsure which one works follow the steps above OR just choose the opposite one it was on. Once the proper modem is selected, press ok.

Try connecting.

If the above steps do not help you may need to reinstall your modem or get newer modem drivers. It is also possible that your modem is no longer functioning which may require you to purchase a new one. worldline.ca can not help you with the reinstall and is not responsible for costs incurred with repairs or replace modems.

Check your Modem settings:

Go to control Panel:
Win95-ME: My Computer -> Control Panel
Win2000+: Start -> Settings -> Control Panel

Once in the Control Panel, locate and icon titled "modems" or "Phone and Modem Options." Open this icon and look for the name of your modem. Go to the properties or settings of your modem.

Make sure the maximum port speed is set appropriately. "i.e. 56k modems would choose 57600 etc.

Now click on the "Advanced" tab. Click "Change default settings." Make sure there is no checkmark where it says, "Disconnect if idle for..." Also where it says, "Cancel call if not connected in..." Set this number to 180. Press "ok." Press "ok" again until you are out of the modem settings. Try connecting again. You may need to restart first.

Disable Call Waiting:
Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking
Win2000+: Start -> Settings -> Control Panel -> Network Connections

Once you see the worldline.ca icon. Right click on it and click properties. Check where it shows, "Phone Number" click at the front of the number and type *70.

Be sure not to add ANY spaces. The number should look like *70,4168484404

There may be a problem with your network configuration or a new incompatibility between your modem and upgraded modems on the access number you are using.

Check your encryption settings:
Find the worldline.ca icon.
Start -> Settings -> Control Panel -> Network Connections

Once you see the worldline.ca icon. Right click on it and click properties. Click the "Security" tab. Under Security Options, ensure that the option called "Allow unsecured password" is selected. As well "Typical Settings" should be the only one selected.

Check your Modem settings:

Go to control Panel:Win95-ME: My Computer -> Control Panel
Win2000+: Start -> Settings -> Control Panel

Once in the Control Panel, locate and icon titled "modems" or "Phone and Modem Options." Open this icon and look for the name of your modem. Go to the properties or settings of your modem.

Make sure the maximum port speed is set appropriately. "i.e. 56k modems would choose 57600 etc.

Now click on the "Advanced" tab. Click "Change default settings." Make sure there is no checkmark where it says, "Disconnect if idle for..." Also where it says, "Cancel call if not connected in..." Set this number to 180. Press "ok." Press "ok" again until you are out of the modem settings. Try connecting again. You may need to restart first.

If this does not solve your problem. You may need to get updated drivers for your modem as your modem may not be compatible with our servers. worldline.ca can not provide you with drivers for your modem or assist you with the update. You will need to contact your pc manufacturer or modem manufacturer.

Check your encryption settings:

Find the worldline.ca icon.
Start -> Settings -> Control Panel -> Network Connections

Once you see the worldline.ca icon. Right click on it and click properties. Click the "Security" tab. Under Security Options, ensure that the option called "Allow unsecured password" is selected. As well "Typical Settings" should be the only one selected.

Check your Modem settings:

Go to control Panel:
Win95-ME: My Computer -> Control Panel
Win2000+: Start -> Settings -> Control Panel

Once in the Control Panel, locate and icon titled "modems" or "Phone and Modem Options." Open this icon and look for the name of your modem. Go to the properties or settings of your modem.

Make sure the maximum port speed is set appropriately. "i.e. 56k modems would choose 57600 etc.

Now click on the "Advanced" tab. Click "Change default settings." Make sure there is no checkmark where it says, "Disconnect if idle for..." Also where it says, "Cancel call if not connected in..." Set this number to 180. Press "ok." Press "ok" again until you are out of the modem settings. Try connecting again. You may need to restart first.

If this does not solve your problem. You may need to get updated drivers for your modem as your modem may not be compatible with our servers. worldline.ca can not provide you with drivers for your modem or assist you with the update. You will need to contact your pc manufacturer or modem manufacturer.

Click Start.

Click Shut Down.

Wait 1 minute.

Turn computer on.

Try connecting Again.

If this does not solve the problem you will need to reinstall either your modem or windows network protocols. You will require your modem drivers as well as your Windows cd. worldline.ca can not assist you in the installation for your modem or network protocols. It is also recommended that you run a virus scan.

You are dialing the wrong access number:

Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking

Win2000+: Start -> Settings -> Control Panel -> Network Connections

Right click the worldline.ca icon and go to properties.

Make sure there is no checkmark beside "Dial using the area code and country code."/"Use Dialing Rules"

Make sure you are dialing the correct access number.

Click here for access numbers.

Make sure there are no - or spaces in it.

If you are in a 10 digit dialing area, ensure that the area code is in the telephone number box and there is nothing in the area code box.

i.e. Telephone Number

Ensure no other devices are obstructing the dial attempt:

Make sure there are splitter devices on the phone line as well make sure there are no dsl filters on the line. There should be a direct line going from the wall to the computer.

You are dialing the wrong access number:

Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking

Win2000+: Start -> Settings -> Control Panel -> Network Connections

Right click the worldline.ca icon and go to properties.

Make sure there is no checkmark beside "Dial using the area code and country code."/"Use Dialing Rules"

Make sure you are dialing the correct access number.

Click here for access numbers.

Make sure there are no - or spaces in it.

If you are in a 10 digit dialing area, ensure that the area code is in the telephone number box and there is nothing in the area code box.

Be sure your cords are connected properly:

There are two modem outlets on the back of your computer. The cord coming from the wall should plug into the outlet called "Line" or will have a picture of a wall jack next to it. Ensure that the telephone cord is connected from the wall jack directly into the correct modem outlet.

If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, phones, or filters of any kind), then these could be interrupting the dial tone. Try disconnecting all other devices.

Check Dialer settings:

Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking

Win2000+: Start -> Settings -> Control Panel -> Network Connections

Right click the worldline.ca icon and go to properties.

Make sure there is no checkmark beside "Dial using the area code and country code."/"Use Dialing Rules"

Make sure you are dialing the correct access number.

Click here for access numbers.

Make sure there are no - or spaces in it.

If you are in a 10 digit dialing area, ensure that the area code is in the telephone number box and there is nothing in the area code box.

If you are using a pulse line put the letter p in front of the number.

Click on the "Configure Button"

Make sure the port speed matches that of your modem speed. "i.e. 56k modem would be 57600 etc.." Try connecting.

If you are unsuccessful up to this point you can try adding 3 commas to the end of the number.

"i.e. " This may or may not help. If this does not solve the issue, you may need to reinstall your modem. If you can not do this on your own, you will have to contact a computer technician as worldline.ca can not assist or take any responsibility for installation of any hardware on your pc.

If you have Call Answer or any other messaging service on the phone, ensure that you do not have any messages waiting. You must clear ALL messages before attempting to connect.

Check the phoneline is plugged in properly:

There are two modem outlets on the back of your computer. The cord coming from the wall should plug into the outlet called "Line" or will have a picture of a wall jack next to it. Ensure that the telephone cord is connected from the wall jack directly into the correct modem outlet.

If you have other devices connected between the wall jack and the modem (such as fax machines, caller id boxes, phones, or filters of any kind), then these could be interrupting the dial tone. Try disconnecting all other devices.

Check Dialer settings:

Find the worldline.ca icon.

Win95-ME: My computer -> Dial-Up Networking

Win2000+: Start -> Settings -> Control Panel -> Network Connections

Right click the worldline.ca icon and go to properties.

Make sure the working modem is the one selected by the dialer.

Check UserName and password:

Open the worldline.ca icon. Make sure your username is entered with no capitals and no spaces. Also ensure you are putting "@worldline.ca".

If problem persists:

Please call our helpline. There may have been an issue with your account that needs to be addressed.

Helplines can be found here.

If you are trying to send email from one of these locations, the solution is simple! Just go to www.worldline.ca and find the Web Mail login window. Just type in your username and password, and you will have full access to your email system, allowing you to send email from your account from any location.

If someone has sent you an email message with a large attachment, you may have difficulty downloading the message (and attachment) with your regular email program. If so, use worldline.ca Web Mail to download the attachment. Then, still using Web Mail, delete the email message along with the attachment. After the attachment is removed from worldline.ca's mail server, your email program should work correctly.

Is your email bouncing? Did you get an alert message warning you that your email storage space is reaching its limit? Use our Web-based Web Mail feature to clean out your worldline.ca email storage space, or delete unneeded or large messages from your inbox.

Norton Antivirus Email Scanning could be having an adverse effect on sending and receiving your email. Please follow these steps to change your Norton Antivirus settings.

How to disable email scanning:

• Close all email programs.
• In the bottom right of your screen, you will see the clock and all of the icons of programs running next to it. Hold your mouse over one of these icons until you see a yellow text box appear above it that reads Norton Antivirus.
• Click the Norton Antivirus icon in the system tray with the right mouse button, and then choose Configure Norton Antivirus.
• Note: If the system tray icon is not available, you may open the Norton Antivirus program directly from the icon on the desktop or Start Menu and then click on the Options button.

• Click the Email option on the left under Internet.

• Uncheck the box next to Scan incoming Email and Scan outgoing Email.
• Click the OK button.

• Restart your computer
• Note: Email scanning has now been disabled on your computer and your issue should be resolved.
• Your computer is still protected from viruses as long as your auto protection is still enabled in Norton.
• For more information about this problem, please contact Norton directly at http://www.norton.com.
• You should now be able to send and recieve mail.