Kitz Forum
Broadband Related => ISPs => Topic started by: HelenMitchell on March 17, 2008, 11:09:56 AM
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Hi
I work for an ISP called Pink Connect. I am really new to broadband troubleshooting and would love some advice from anyone with experience.
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Hi Helen and welcome,If you would give more details on what you want to find out I'm sure you will get plenty of help in here. :)
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Hi Helen
Welcome to the forum :)
You could do much worse than start on Kitz's troubleshooting pages (http://www.kitz.co.uk/adsl/troubleshooting.htm) and work your way down the menu on the left.
Is there any particular query you have, or just general advice on finding faults?
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Helen, I looked at your company's website just out of curiosity, but the sign up link doesn't appear to work. :(
http://cp.pinkconnect.co.uk/signup_adsl/
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Doesn't do it for me neither :no:
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I hate to say this, but I think you online shop is a tad over priced:
http://www.dxtec.net/rxs/pinkconnect/index.cfm?event=catalogue.product&productID=17018&categoryID=1185
compared with, say:
http://www.dsldepot.co.uk/product_details.asp?idProduct=510
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Can't see any ADSL Max packages?
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Best I could see was 1 meg BB.
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but I would still like to know how the domino effect works - eg - changing settings in the router when they are on a network. how does this work?? What is best to advise??
I'm sorry that we seem to have rather ignored this question. It wasn't deliberate. :)
I think your best bet is to have a look at this (http://www.kitz.co.uk/adsl/networking.htm) and the associated pages, then if there's anything you don't understand you can ask here. At the moment, your question is a bit too broad to give a sensible answer to.
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eke - so we did - sorry.
Networking can be a very broad subject and considered a specialist subject in its own right. I dont think anyone would expect ISP first line support to have too indepth of a knowledge in that area. If they did then they could probably earn a much better income elsewhere. Theres some very good networking books. I like the Sams guides, theyre not quite as low level as the "Dummies" guides, and split stuff up so that you can skip to the section your interested in. They also can be handy as a reference. In fact my Sams networking books were well thumbed from when I did my Degree networking module (although I did also have to use a couple of other more in depth ones too).
As regards to routers.. they all vary and its impossible to know them all. The best step is to "pick one" - preferably the one your ISP ships out - have a play with it and get to know it.
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I noticed that pink connect don't ship a router/modem with their package, that's why I highlighted the one the encourage their customers to buy from their shop... not a criticism, just an observation.
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Hi Helen, welcome to the forum, you will find theres a couple of us support reps from other ISP's floating about all of who will be happy to help if you have any specific questions.
Do you mind if I ask how big the support team is there?
As for the issue about customers own servers thats a little vague, customer could have a server that basically acts like a router sharing the internet out for the rest of the network. They could have a web/mail server. The best advice is to focus on the product that you provide, so is their broadband up, is their connection in sync and authed. Once you can demonstrate that the service you provide us up and working, then you can help them diagnose where the problem may be on their setup (if your work allows you to do so).
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Hi everyone.
Thanks for your responses. We are a small company but we deal with a lot of different products. Our website is currently under construction so i apologise for anything that doesn't work etc.
We do sell routers depending on what the customer would like. Any of your observations are welcome so please post more if you have them.
Thanks so much for the info on the networking also, I am currently studying an MCSA and hope to learn more about networking the further into this I get.
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Cool well if you get any specific issue feel free to ask :)
One question I would ask, are you reselling or actually have your own centrals and network? I only ask out of curiosity as you don't see many isp's with their own network popping up now days.
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We are resellers.
We do ADSL, phone lines, EPOS systems, networking etc etc.
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>> We do sell routers depending on what the customer would like.
Hi helen, it would be best then perhaps pick one of those that you sell, set it up yourself at home and have a damn good play with it. Do such things as port-forwarding and have a real good look around the interface to familiarise yourself with the layout and what kind of things it can show you about the line.
Preferably first choose something like say a Netgear dg834g which a lot of people seem to use.
If you sell them, you boss may even let you "borrow" a few different routers so you get to know the different interface layouts and where to put the important config details.
>> I am currently studying an MCSA and hope to learn more about networking the further into this I get.
Good luck - I'm sure you will enjoy it.
btw dont let being a girl put you off...
I remember several years ago and the guys making snide digs about females and PCs. But guess who got distinctions all the way and a mark so high in the final networking year of my degree that it surpassed the normal 1st standard it was even remarked (99%). The lowest I got on the modules I did was a 2.1 for my dissertation and that was cause I basically messed up the presentation. (I dont do the "talk stuff" too good) :(
So you go for it gal and good luck. :)
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Hey Kitz
Thanks very much for your kind words and info.
I am pretty ok with the netgear routers, it was the damned d-link ones that got me!! I am definitely going to have more of a play with some of them.
At the moment i'm doing some WAPs too! :-/
Being a girl and working in IT is good but it can be hard sometimes when people think you're not capable. I constantly get "don't change anything on there" like i'm some kind of idiot or something, the point is that if you don't know how to work something then it's best to have a play around and change some of the settings to see if they work. Obviously not if it's in a working network or anything but you know what I mean.
Worst of all is being told not to change things after you've been told to set this this and this up. You ask for some help and say "i've never done this before can I have a hand" and then it gets taken away totally!.
Ugh!
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>> Being a girl and working in IT is good but it can be hard sometimes when people think you're not capable.
Yep.. know what you mean. :/
Keep at it girl you'll get there :)
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Here's hoping.
:angel:
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Yup I hope it all goes well for you, theres definatly not enough women in IT, hell most of the women I know it in are better that most of the guys I know :)
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We've got a few female engineers on our patch, They sometimes get people coming up to them in the street asking (You realy a bt engineer ?" "Yes" "Well good for you."
Seems they get more proactively positive comments compaired to the very odd anti one
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almost all of my female friends are geeks in one form of another ;) mainly gamer geeks :)
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*looks other way*
Yeah not that I spend most of my free time on my playstation at all. Honest. lol.
When I was younger I got into a game called Dungeon Keeper on the PC. And I had a demo of it which I loved playing....I got into the config files and changed them so I had unlimited gold. I have no idea how old I was but I don't think I was even a teen yet. I loved playing on shareware and also Cannon Fodder!! hehe!
RIP my megadrive.
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Oh,the old megadrive,remember 'altered beast'.I think it was the game most megadrives were bundled with.I used to play a game on the pc called Daggerfall.When you got into the dungeons it used to scare the hell out of me.(but then again I'm just a big jelly) :)
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Yeah I remember Altered Beast. It was recently released on PS2 actually along with good old James Pond!! I loved that game.
I sucked at Altered Beast quite badly actually. *is ashamed* :'(
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I loved Dungeon Keeper, I used to be so mean to the chickens :) I miss my old megadrive, wish I had it still was an amazing system :)
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I miss my old Amiga 600 :)
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I got James Pond on the PS2 the other day. Oh those were the days when i played it on my megadrive.