Basic Trouble Shooting For the Internet Department

DSL Troubleshooting

Line Sync Issues

Verify customer’s ID Check to see if they have an active DSL USOC Check to see if the phone cord is secured snuggly into the Wall and the Modem/Combo Unit Ensure that phone cord is connected to the correct jack on the modem/combo device. Check to see if built/cross connected In CMS Check for signal on DSL line by plugging the line into a regular phone Eliminate Splitters and surge protectors on DSL power source and phone lines. If no active USOC, see section 1 below. If they have an active USOC, see section 2 below.

Section 1: Determine if they have been permanently or temporarily disconnected. If TNP’d, check financials to see how much they need to pay. Take payment and restore

account. If Disconnected, get new paperwork, create orders and schedule new installation.

Section 2: In VCM determine if they have an active connection. If they have an active connection, see section A below. If they have no active connection, see section B below.

Section A: Check notes in VCM to determine if they have a bridged modem. If modem is bridged, see

Bridged Modem section. Log into modem using current IP shown in VCM. Power Cycle Modem for full minute

Section B: Ask customer the brand of modem they have. Have customer tell you which lights on the modem are on, which are off and which are blinking. Refer to Lights on Modem section

Lights on Modem: No lights:

Check to ensure that power switch is on. Check to ensure that the modem is plugged in. Check to ensure that the correct power supply is being used. Swap modem

Power light only: Power Cycle Modem for full minute Check to ensure that correct power supply is being used. Try a different power outlet (directly into wall, different power strip, etc.) Swap modem

Power and LAN only: Power Cycle Modem for full minute Check to ensure that correct power supply is being used. Try a different power outlet (directly into wall, different power strip, etc.) Swap modem

Power, LAN and blinking DSL: Blinking DSL means no line sync – see No Line Sync notes

Power, LAN, solid DSL, no PPP: Power Cycle Modem for full minute While modem is coming back up, check in CMS to see if customer is built on the

server. Check “Radius Information” in SAT to ensure modem is trying to log in with

correct password. Check logs in SAT to see if it’s been disconnecting too much. If so, swap the

modem. Bounce the port If customer is capable, talk them through reprogramming the modem. Swap modem

Power, LAN, solid DSL, PPP on: Log into ARP table and check to see if any other device is connecting. If there’s a MAC address in the ARP table, power cycle that device. If no MAC address in ARP table, power cycle whatever is plugged into the

modem. If still nothing in ARP table, try a different device. If still nothing in ARP table, try a different Ethernet cord. Have customer bring modem in for testing

Cable Modem T-Shoot

1. In Cable Plant Monitor check to see if online Check for devices connected to Modem (check for MAC addresses) If no MAC address shows try a different device to connect to the modem If online – reset modem from Cable Plant Monitor If online – Check Logs (if lots of DCs – Roll Truck)

2. If offline Check in Inquiry to ensure they’re not disconnected or TNPd Check to see if the cables are connected firmly Power Cycle Modem for full minute In Customer Inquiry find the customer. Go to services and information. Select

CATV Customer Equipment from dropdown box. Click “select” next to listing for “Cable Modem”. Hit refresh unit and submit command. Go through steps again to initialize unit. (THESE COMMANDS ARE ALSO IN VCM NOW)

In Customer Inquiry find the customer. Go to services and information. Copy the serial number of the current equipment in use (be sure it’s the modem). Hit select and then remove equipment. To re-assign the modem, click on “assign Equipment”, paste the serial number you’ve copied in the serial number field

and save the assignment. It may take up to five minutes for the equipment to reassign and come up. (THESE COMMANDS ARE ALSO IN VCM NOW)

Inside the Provisioning side of Promplink (if you have administrative access)– check for ipleases, ipjournal, manage subscriptions. Set up static IP if needed.

3. If all else fails – Roll truck

Rolling a Truck

1. Open Oasis > click account > enter phone number or account number (if a cable subscriber) into account number field. > right click on the Account Phone # field label (right above the field) and select find. > Make sure that the account found is attached to the correct subscriber. The number of records attached to that account phone number or account number is displayed on the lower left of the oasis program window. > click the arrow next to the records indicator directed to in the last step until you find the one that pertains to the subscriber you are creating the ticket for. > right click on a blank area of the form and select (Create Trouble.)

2. There are 6 fields that need to have information inserted into them. They are the ReportedBy, CreateBy, CanBeReached, Company, ReportCode, and Description Fields.

3. Company codes break down like this – 1 = DSL, 2 = Cable, 10 = Wireless. Depending on what services the subscriber is using – use the code that correlates with the subscribers service

4. When all the fields are filled out as desired. Right click on an empty area of the form and select Save.

5. After the ticket has been created you must send an email out to our dispatchers. 6. To create the email use this format

a. Subj: DSL/Wireless Trouble Ticket name

Please call to schedule TT#nnnnn

CBR# nnn-nnn-nnnnContact:Addr:Acct# nnn-nnn-nnnn

7. The recipients of the email are: a. Eve King <evek@volcanotel.com>; b. Glenda Rowe <glendar@volcanotel.com>;c. Jean Ovitt <jeano@volcanotel.com>;d. Sherri White <sherriw@volcanotel.com>

Drill Downs in Calyx

1. Determine the Circuit in DATa. IF AFC: Sys 1 & 2

i. Sys 2 Vcalii. Sys 2 (N1)

iii. N1-1iv. VB (Expand)v. Chose “VB 07” or “VB 08”

vi. Click VB ports in the window to the right of the listing of Networks.vii. Change Number of Records to 5000 or use Filter to find the MAC address in

question2. If E5 in DAT determine system

a. In CMS go to correct systemi. Select wire center

ii. Configurator1. Check port # under status2. Also check for line sync it will say “up” or “down”

iii. Management1. Check for PPP session.

Chasing Username and Techs in HyperTerminal and Telnet

1. Open R2 a. HyperTerminal will open up b. Log in using fuzzyip as passwordc. Type show user | inc user

i. If HyperTerminal shows that either Username or Tech** (not Tech6)ii. Type show pppoe se | inc (the Vinumber [Vi2.3438] is an example)

iii. This will show the mac address (0013.64e5.b76b example) and also there is a naming convention used here. For instance. Te0/1/0.75. Te = Ten Gig Ethernet. 0 is the slot, card 1 and 0.75 – vlan 75

iv. Take that MAC address and Cross reference it either in CMS or on the Inventory Excel spreadsheet located on the Loop to identify the user, or the VLAN list on Network Admin share.

v. In VCM locate the user to obtain the credentials. vi. After getting the credentials – log into the device and reprogram the device

using the credentials.