Process Guide for DSL Service Restoration Study Materials

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Process Guide for DSL Service Restoration– ADSL Not: Updating Windows with latest service pack & Security patches can be the solution for all types of issues, which has to be done compulsory. 1. DSL Connection Not Working Most Common Causes: 1.1. Splitter connection interchanged / faulty: Interchanged: - Check for interchange of phone, router & line ports. Restore the connection, put all stickers on Splitter and educate the Customer on not to change and also how to identify the ports. Splitter
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  Process Guide for DSL Service Restoration– ADSL Not: Updating Windows with latest service pack & Security patches can be the solutionfor all types of issues, which has to be done compulsory. 1.DSL Connection Not WorkingMost Common Causes:1.1.Splitter connection interchanged / faulty: - ã Interchanged: - Check for interchange of phone, router & line ports. Restorethe connection, put all stickers on Splitter and educate the Customer on not tochange and also how to identify the ports. ã Splitter Faulty: - Connect the line directly to the router without splitter & if DSL link is available, replace the splitter and mount it properlyCheck the Dial tone and the DSL link from the respective ports once the splitteris connected 1.2.Router Configuration disturbed: - ã Check for the configuration settings viz. VPI, VCI, Username, Password, andEncapsulation etc. If changed, reconfigure & educate the Customer not todisturb ã Hard Reset the Router, ensure the Firmware is version 1 and re-configure theRouter 1.3.Password changed in the website and not changed in the Router: ã Log in to the router Configuration; enter the new password, check & educatethe Customer on how to change the password in the router by referring to Helpkit 1.4.No Link- Copper pair problem between MDF and DP or internal wiring:- (Disconnection of pair, Low Insulation resistance or foreign potential) ã  The min copper gain for a router is 6. If suppose it is below 6 say (5-4) thencheck for the speed. If it is not well with in the minimum range of the speed asper the plan (refer speed v/s rate plan) then interact with NOC to increase theinterleave (there might be a compromise with latency, so verify before youleave the customer premises) ã Get the SULIM tested by DSL FR Coordinator and if the results are negative,contact FR team leader at Hub, to arrange for rectification. After the pair isrectified check the copper gain and functioning of DSL line ã If foreign potential is observed ensure that the DSL line is separated fromnearest electrical cable by at least 12inches (1 foot) 1.5.Router Faulty / Firmware issue: - ã If the Router is faulty, replace it (make sure the adapter is good). Ensure thatthe recommended firmware is installed in the router 1  1.6.Power adaptor of Router is faulty: - ã If the Router is not getting powered on, check with another router and if stillsame problem is observed, replace the Power adapter. Ensure that theadaptor is on a spike buster that is in turn connected to UPS. If these are notavailable, advice Customer to purchase a spike buster at least 1.7.Virus infection from the Customer LAN / PC: - ã Check for availability of a valid & updated Antivirus software in the ProxyServer. OR connect one of the PCs in the LAN directly to Router, if Antivirus isnot updated, it before you scans the system and then check the DSL line. If itis working fine inform the Customer to get the LAN checked by his systemadministrator ã If the antivirus system is not installed, apprise the Customer that we caninstall PC secure (paid service) and install the same, scan and demonstratethat infection is the reason for problem ã Install the SPYBOT Search & Destroy from DIY Utilities CD, scan & immunizeall the PC or educate the Customer to do it in all systems ã Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP usenetwork SP monitor network ã If the OS is XP with service pack, enable the built in FIREWALL ã Enable INAT session 100 for LAN customer 1.8.Backend Problem (IP not routed / Interface not created): - ã Call up NOC, give the Customer details, get the interface recreated and check  1.9.DSLAM port faulty: - ã Call to NOC Confirm that port faulty & inform GIS to assign and update, call toDSLR Desk to configure new port. Parallaly Jumper new port. 1.10.IP conflict due to Router’s IP address used somewhere else in theLAN:- ã Change the IP of the Router only if customer never agrees to change the IP of that system which has the same IP address as of the Router 1.11. NIC problem in the Customer PC: - ã If ping to the Router is unsuccessful, change the Router and ping again. If theping to new router is unsuccessful, ping to local system IP. If unsuccessful pingto loop back IP address – 127.0.0.1 and then inform the Customer that NIC isfaulty and the same has to be changed 1.12. Problem in the TCP/IP Stack of the PC: - ã In case if Windows 2000, open Network Connections window from control panel,go to Local Area Network properties, Select TCP/IP click on<Uninstall>, 2  click<OK>. Restart the PC. Open Network Connections window from controlpanel, go to Local Area Network Properties, click on <Install>, click <OK>,select the TCP/IP properties, and click <OK>. ã In case of Win’98, Go to Network Neighborhood properties select TCP/IP click<Remove>&click <OK> Restart the PC Go to Network Neighborhood Properties,click on <Install>, select TCP/IP Protocol and click <Remove> & click <OK>.Restart the PC. Go to Network Neighborhood Properties, click on <Install>,select TCP/IP Protocol and click <OK>. Restart the PC. ã In case of Win’XP, Go to Start->Run->CMD-> netsh int ip reset reser.txt &netsh Winsock reset & restart system 1.13. TCP/IP configuration for the NIC (IP address, Subnet Mask. Gateway): - ã Assign the IP in the NIC card as per Customer requirementEg: IP ADDRESS – 192.168.1.X (X=2 TO 254)SUBNET MASK – 255.255.255.0GATEWAY – IP ADDRESS OF THE ROUTER.PRI DNS – 203.145.184.13, SEC DNS: 203.145.184.32 2. Frequent Disconnection of DSL   Most common causes: -2.1. Splitter faulty: - ã Connect the line directly to the router without splitter & if DSL link is available,replace the splitter and mount it properly ã Check the Dial tone and the DSL link from the respective ports once the splitteris connected 2.2. Parallel connection before the splitter/EPABX connection installed beforethe splitter: - ã Parallel connection/EPABX connection should be given only after the splitter andno parallel data connection to be provided 2.3. Customer’s PC / LAN is infected by virus: - ã Check for availability of a valid & updated Antivirus software in the Proxy serveror the PC connected to the Router. If not updated, update it before you scan thesystem ã If the antivirus system is not installed, appraise the Customer that we caninstall PC secure (paid service) and install the same, scan and demonstrate thatinfection is the reason for problem ã Install the SPYBOT Search & Destroy from DIY Utilities CD, scan & immunize thePC ã Apply Port Filters from AIRTEL DIY CD if SO is Windows 2000 or XP X-installnetwork spy & monitor network ã If the OS is XP with service pack, enable the built in FIREWALL ã Enable IP NAT session 100 for LAN customers 2.4. No Link- Copper pair problem between MDF and DP or internal wiring: - 3  (Disconnection of pair, Low Insulation resistance or foreign potential) ã  The min copper gain for a Router is 6. If suppose it is below 6 say (5-4) thencheck for the speed. If is not well with in the make same max attainable rate UPstream should be above 600 kbps down stream should be above 6500 kbpsmake same attention of down stream should be less then 25db minimum rangeof the speed as per the plan (refer speed v/s rate plan) then interact with NOCto increase the interleave (there might be a compromise with latency, so verifybefore you leave the customer premises) ã Get the SULIM tested by DSL FR Coordinator and if the results are negative,contact FR team leader at Hub, to arrange for rectification. After the pair isrectified check the copper gain and functioning of DSL line ã If foreign potential is observed ensure that the DSL line is separated fromnearest electrical cable by at least 12 inches (1 foot) ã Max attainable rate down stream should be >6500kbps in ADSL ã Max attainable rate up stream should be >600kbps in ADSL ã Max attainable rate down stream should be >16000kbps in ADSL2+ ã Max attainable rate up stream should be >1800kbps in ADSL2+ ã Attenuation should be <28db 2.5. RJ 45 Cable crimping faulty: - ã Replace the RJ45 cable between router & PC 2.6. Wrong configuration in router (Nailed-Up connection): - ã Select for Nailed-Up connection 2.7. Improper power supply given to the router (without Spike Buster): - ã Check whether loose connection in the power cord or in the power extenderboard ã Check the adapter is getting heated up when used, if yes; suggest to use aspike buster. 2.8. In case of VPN on DSL (not VPN in internet) there could be IP clashbetween the IP allotted by Airtel & the local LAN IP of the Customer: - ã Check and note the IP allotted by Airtel NOC for a VPN on DSL, educate theCustomer that no other system in LAN can have this IP address 2.9. In case of VPN on Internet (not VPN on DSL), the VPN server may bedropping packets due to overload or poor performance ã First check for copper gain, virus and set that right ã If the problem continues, trace back and check for packet loss using pingplotter (download this tool from download.com). If RTOs are observed,coordinate with NOC for optimum Routing 2.10. Poor performance of Customer own equipment like VOIP or his ownrouter:- 4
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