It's certainly not happening because of lack of keyboard or mouse action - that's one thing I'm sure of!!
This was their first reply:
"On checking it seems that the problems you have been experiencing could be down to a fault we saw on your telephone line. We have made some adjustments to your line which should reduce the amount of disconnections.
If you could monitor the service over the next few days and if you are still having problems then please contact the helpdesk on ...
Hope this was of some help to you."
It made absolutely no difference.This was their follow up:
"I have taken a look at your connection logs; from this we can see when your connection has dropped and the reason for the connection dropping. All recent disconnections on your account have been due to ‘user request’ – this means that your computer or router is requesting the disconnections.
Could you tell us if you are using a modem or router to connect to the service? If you are using a modem, it may be worth checking that there is no ‘idle disconnect’ option selected. To do this:
Open Internet Explorer and click tools>internet options>connections.
Click on your Karoo/Speedtouch connection to highlight it, then click on settings.
Click on the advanced button, here you will see the idle disconnect option – ensure this is disabled.
Click ok, then ok again.
Test your connection again. If it continues to disconnect, there may be a program trying to update itself on an alternative connection. Check for any software that may be doing this. Also, do you notice if the problem occurs when opening Outlook Express?
Any other information you can provide will help us diagnose the problem further."
As you can see, all very polite. I followed the instructions they gave (above) but when I got as far as Step 3 the Advanced button was not functional (i.e. not in black text) so I couldn't go any further.
I emailed them back to tell them this + that i was using the speedtouch device
they sent me to connect to the service and that I had no idea whether it was a modem or a router.
They answered by asking me to ring them. That's when I wimped out!
All this was some months ago but I've been getting more and more cheesed off wih constantly having to re-connect. It only takes a second (usually) but it's very annoying when you're in the middle of a search or - as I said before - trying to listen to the replay of a radio prog.
I don't know if anyone can make any sense of the above?
Jill
PS Was disconnected as I previewed this message and had to retype some of the corrections I'd made. I made a note of my connection time - 20.30 - and when I was disconnected - 20.58.