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[HelenMitchell]

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. 

[UncleUB]

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. 

[mr_chris]

Hi Helen

Welcome to the forum

You could do much worse than start on Kitz's troubleshooting pages and work your way down the menu on the left.

Is there any particular query you have, or just general advice on finding faults?

[Floydoid]

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/

[UncleUB]

Doesn't do it for me neither   

[Floydoid]

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

[UncleUB]

Can't see any ADSL Max packages?

[Floydoid]

Best I could see was 1 meg BB.

[roseway]

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 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.

[kitz]

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.

[Floydoid]

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.

[Drefsab]

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).

[HelenMitchell]

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.

[Drefsab]

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.

[HelenMitchell]

We are resellers.

We do ADSL, phone lines, EPOS systems, networking etc etc.