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[Ammit]

Please find this written below.  Please can you add anything else that you can think of because I want this to be a BRILLIANT troubleshooting model!!




TROUBLESHOOTING HELP

Broadband:

1.  Router or modem??
2.  Actual symptoms of problem?
   Is the connection intermittent or continous?
   Can they browse at all?
   What if any error messages do they get?
   How long has the problem been occuring?
2.  What lights are showing?
4.  Has anything changed since the problem started occuring? New

installs?
5.  Anything else on the line?
4.  Is your connection wired or wireless - ensure wired.
6.  Do they have antivirus or firewalls?
6.  Can you make calls from the line? Any line noise?
6.  Have you tried rebooting modem/router?
7.  Go through settings - check username and password
7.  Have you tried changing the microfilter?
7.  Tried another router?
8.  Plugged into test socket? (if it works internal wiring problem)


Conclusions:

If no DSL light

- Reboot router
- check lights on router
- Check cabling is connected firmly
- Is the router in sync?
- Check Radius Logs
- Is the line crackly? Indicates line fault.

If DSL light but customer cannot browse:

- Unplug equipment for 30 seconds reboot and then plug back in

again.
- Check configuration
- Check that the customer has an IP address
- Check with Eclipse that the account hasn't been deactivated
- Ping router (if can't check there is not a firewall)
- check that there is no antivirus causing a problem
- have settings been lost?
- Empty internet cache


Email:

1.  What is your email address?  Pinkconnect or not?
2.  Does the email address exist on Forefield?
3.  Do we provide broadband??
4.  Are you having problems sending or receiving?
5.  What are the error messages?
5.  Try testing
6.  Go through settings


Line:

1.  Which number is the problem occuring on?? One or all phones?
2.  Symptoms of the problem:
   Is it incoming or outgoing calls?
   Dial tone?
   Noise on the line?
3.  Analogue or digital line?
3.  Can you use another handset ok? (If yes could be handset

issue).
4.  Try ecorepair - only gives very basic info

[b4dger]

It looks like your "BRILLIANT troubleshooting model" is specific to you? 
So I can't comment on some of it as it doesn't mean anything to me.

i.e. These points for example:
"Check with Eclipse that the account hasn't been deactivated
Try ecorepair - only gives very basic info
Does the email address exist on Forefield
What is your email address?  Pinkconnect or not"

I can recommend reading through the troubleshooting pages here on Kitz.co.uk so you can get a better understanding of things...

[Ammit]

Thanks for the advice.  Yes it is specific to me (i work for isp) but it was more the general stuff that I needed help with.

[Floydoid]

Have you considered drawing it out as a flowchart?

[Ammit]

 

just don't!! lol.  My boyfriend is nagging at me to do that.  I don't know where to start!!

But yes I really will have to won't I now that another logical person (damn you) has told me it would be a good idea. 

I'll go and do it.  *slopes off*.