Click here to load reader
Upload
mike-lacsa
View
568
Download
4
Embed Size (px)
Citation preview
LANDLINE
ADSL/INTERNET
Fault Diagnosis Guide
What is cx’s complaint?
DSL Fault Diagnosis
• Can’t connect to the internet• Slow internet• Internet cuts in and out
Please have cx disconnect the modem from the telephone wire and connect a
handset to it to replace the modem.
Is there a dial tone when the cx picks up?
YES NO
DSL Fault Diagnosis
Does cx hear crackling/static noise?
YES NO
DSL Fault Diagnosis
This is a line problem. Please LODGE A FAULT about NO DIAL TONE for the
affected phone line.
DSL Fault Diagnosis
This is a line problem. Please LODGE A FAULT about Crackling/Noisy line for the
affected phone line.
DSL Fault Diagnosis
Please have cx do a speed test on this website:http://speedtest.aapt.com.au
Do it for 3 times in 5 minute intervals. Get the speeds for each test and then LODGE A FAULT
DSL Fault Diagnosis
Please have cx do an isolation test:
DSL Fault >> Can’t Connect
1. Start by unplugging everything you can around your premises from thephone line your broadband is connected to.
2. Once you’ve unplugged everything, connect your modem directly intothe telephone wall sockets using a telephone cable no longer than acouple of meters in length. Give it a few minutes to synchronize (SteadyDSL Light). The modem does not need to be plugged into a computer atthis point if you’re testing a loss of synchronization, but you should keepit plugged into your computer if you’re testing speed problems.
3. If the modem still hasn’t synchronized (Flashing DSL Light) after a fewminutes, connect a telephone to that socket and make sure that the wallsocket you’re using has dial tone. Also you may wish to try alternativetelephone sockets.
Is modem now in synch? YES NO
Please have cx check the color of the INTERNET light of the modem.
DSL Fault >> Can’t Connect
RED
GREEN
DSL Fault >> Can’t Connect
Please have cx check the following:• Check wires to/from computer and
modem if intact, properly and securely connected.
• Test with alternate computer.
Is the problem fixed?
YES NO
PPPOE username and password setup on the cx’s modem is INCORRECT. Please assist cx
setting up the modem using the ADSL SETUP GUIDE.
The PPPOE username and password can be found in cx’s Utilibill Account >> Services >>
Internet Services.
DSL Fault >> Can’t Connect
Is problem fixed? YES NO
PPPOE username and password setup on the cx’s modem is INCORRECT. Please assist cx
setting up the modem using the ADSL SETUP GUIDE.
The PPPOE username and password can be found in cx’s Utilibill Account >> Services >>
Internet Services.
DSL Fault >> Can’t Connect
Is problem fixed? YES NO
What is cx’s complaint?
Landline Fault Diagnosis
• No dial tone• Can’t call out• Can’t receive calls• Hears static/crackling noise when
on the phone• Calls drop out
Landline Fault >> Calls Drop
Please have cx check the following:• Check telephone wires if intact• Test with alternate handset
Is the problem fixed?
YES NO
Landline Fault >> Noise
Please have cx check the following:• Check telephone wires if intact• Test with alternate handset
Is the problem fixed?
YES NO
Landline Fault >> Can’t Receive Calls
Does cx hear a tone when picking up the phone?
YES NO
Landline Fault >> Can’t Receive Calls
Please have cx check the handset if the ringer is off. Then test by calling the number.
Is problem fixed?
YES NO
Landline Fault >> Can’t Receive Calls
Please have cx do a CLI Test:• Have customer call 12722123 and confirm
that the number read back is the correct number.
• If a number is not read back and an error is given, please ensure exact wording of the error is noted.
GET COMPLETE DETAILS THEN LODGE A FAULT
Landline Fault >> Can’t Call Out
Does cx hear a tone when picking up the phone?
YES NO
Landline Fault >> Can’t Call Out
Go to cx’s Utilibill Account >> Payment >> Payment History.
Are there any unpaid balances from the previous months?
YES NO
Outgoing calls has been disabled for the account due to non payment.
Please get FULL PAYMENT from cx. Outgoing calls will only be reactivated ONCE FULL PAYMENT IS RECEIVED. Activation will take 24hrs.
END
Landline Fault >> Can’t Call Out
Landline Fault >> Can’t Call Out
Please have cx check the following:• Check telephone wires if intact• Test with alternate handset
Is the problem fixed?
YES NO
Please have cx do an isolation test:
Landline Fault >> No Dial Tone
1. Remove all equipment from your phone line, this includes anything that shares your phoneline. If you have multiple telephone lines coming into your premises, you can leave anyequipment on alternate lines plugged in.
2. Leave everything unplugged for at least 10 minutes. The reason you need to do this isbecause the exchange will protect itself from faulty equipment by switching your dial toneoff. The exchange checks every ten minutes or so to see if the faulty equipment is stillthere, and if the problem’s gone away it switches your dial tone back on.
3. Connect a single telephone to one of your sockets with a short piece of cable, pick up thereceiver and check for a dial tone. If you don’t get a dial tone, check on another telephonesocket.
4. If you get your dial tone back, reconnect your telephone equipment to the line. Check for adial tone after each piece of equipment is added. If at any point during plugging theequipment back in you lose dial tone, it’s very possible that what you just plugged in is theproblem. Check any suspect equipment at least twice to be sure it’s not a coincidence.a) If you have a mobile phone, call your own number and make a note of whether it rings
out or is engaged, or of whatever message you might hear.b) Check to see if your broadband is working or not.
Is problem fixed? YES NO
Please advise cx of $175 INCORRECT CALL OUT FEE if dispatched tech found that the error is within cx’s responsibility (internal
wiring, equipment).
Once cx acknowledges, LODGE A FAULT
Fault Diagnosis Guide
PLEASE LODGE A FAULT
Fault Diagnosis Guide
END
Fault Diagnosis Guide