ADSL Troubleshooting Basics

1. No ADSL – Existing ADSL connection.

Basic Troubleshooting steps

1) Ask the customer if they can get email or web pages first.

2) Ensure you are talking with a JetStream customer. Check in billing to see they
have a jetstream account with us

3) If the customer is using filters, ensure they have one plugged on each
telephone device (this includes faxes, dialup modems, sky digital etc)

4) All cables are firmly plugged in to the correct places.

5) Customer must have an ADSL signal for the JetStream to work so check the
lights on the modem/router.

6) Customer must have the correct username and password for the connection to
work. You can find this in radius

7) Ensure there are no network outages affecting the customer at the time they
called

Remember not to overcomplicate the issue. Have the customer describe the
problem they are having precisely to you before starting. It is imperitive that you
make good case notes in Cams throughout the call.

Causes for no adsl:

1. Loose cable connections.

2. Loss of power to modem router.

3. Faulty or incorrectly configured filter/splitter.

4. Line fault

5. Port is locked or Shelf is in alarm state.

6. Network issues.

7. Customer not using correct username/password, or router not configured

properly

Fix:

1. Check in radius to see if the customer is online or not. Try pinging the
customers static IP (which you can find in radius)
2. Check all cables and filters.

3. Check power to the modem/router.

4. Check if dial tone on the line. This eliminates the possibility of a faulty/dead
telephone line

5. Restart customers modem/router.

6. Check for Telecom Network faults (these are emailed to us)

7. Escilate to Telecom to check line and possibly try a port reset. Ph Telecom on
0800 080 770 option 1 (do not give this number out to customers!)

2. Frequent Disconnections

A customer may experience the loss of their internet connection for a

short period. If this happens consistently then we can troubleshoot as
below. There are two types of disconnection, the loss of DSL signal
and the loss of their PPP status.

Causes:

1. No Filters on all phone jack points in use (if the customer is using filters.
Business customers usually wont be)

2. Distance between premises and exchange

3. Line quality (Connection dropping off less than 4 times a day is

"acceptable")

4. Network Problems

5. Faulty Splitter/Filter/ Router Firmware Issues

Fix:

 Check any previous cams history. Does it happen certain times of the day
etc. Is there any pattern to the disconnections.
 If customer is using filters, check if filters plugged in for all jack points in
use (Sky Digital,
Medical alarm)
 Verify if DSL or PPP dropping. You should be able to tell if DSL is up by
checking that the DSL light is ON on the customers router
 If PPP dropping, usually router/modem software issue or possibly
telecom/compass network issue
Unplug all telephony devices from jack points and try again.
 Escalate to Telecom on 0800 080 770 option 1 (do not give this number
out to customers).
In come cases, Telecom will advise that a technician may be required to check
the line. If this is thecase, advise customer on possible Tech booking may incur
charge from Telecom of $81 if faulty CPE (customer premises equipment). If the
fault is on Telecoms side, there will be no charge to the customer

3. No Data Transfer

Symptoms:

Customer has ADSL signal and is authenticated but cannot get websites.

Causes:

 Incorrect modem/router settings.

 Windows or 3rd party Firewall program
 Spyware
 Modem/router needs rebooting
 DNS settings are incorrect.
 Corrupt TCP/IP stack.

Fix:

1. Ensure that the customer is not able to get either websites or email,
(email does not include webmail)
2. Restart PC and modem/router.
3. Check for ADSL signal on the modem/router.
4. Check for Ethernet signal on router or USB connection on modem.
5. Confirm the correct username and password. Ensure they do not have
user@jetstreamgames.co.nz as this will connect but not return any data.
6. Get background info e.g. recent software installations and any prior
history of same issue.
7. Check for firewall or any running service that might interfere with the
connection
8. Get customer to ping an IP address and a domain name (eg
www.nzherald.co.nz)

Can ping an IP address and a Domain name:

If the customer can ping an IP address and a Domain name then they can
send and receive data.

o Ensure that the customer has no firewall running.

o Check for spyware and any other programs that may use the
internet connection such as p2p or game software.
o Try a trace route to see if the data is stopping beyond their local
network, i.e. check for any network issue.
o Check again if emails work and check alternative websites. Check
for proxy and automatic configuration script in the browser, clear
cache, cookies, and Restore Browser defaults.
o If none of the above work, customer may have a faulty TCP/IP
Stack.

Cannot ping an IP address or a Domain name:

  Ensure that the customer has no firewall running.
 Check for spyware and any other programs that may use the internet
connection such as p2p or game software.
 Try a trace route to see if the data is stopping beyond their network, i.e.
check for any network issue. If the data dosnt leave the customers local
network, then advise customer to check local network is configured
correctly. If the data does leave the customers local network and stops
somewhere on the compass network, log a fault with NOC
 Try the user@jetstreamgames.co.nz login to confirm connectivity. If they
can connect and get the website www.jetstreamgames.co.nz then there is
no issue with the connection If they can connect but not get the website
then trace route to the website to see where the data stops and log cams
to NOC. If NOC find no issue on our network then consult Telecom on
0800 080 770 option 1 (do not give this number to customers)

Can ping an IP address but cannot ping a Domain name:

 Ensure the customer was following the instructions in full.

 Check customer is using correct DNS servers. If so, then customers TCP/IP
stack may be faulty

4. High Ping Times (High latency)

Symptoms

Customer will have time lag when playing games or accessing sites. Ping time
usually refers to the time it takes for a packet of data
from the customers PC to go out to a site on the internet and to come back to
their PC.

Causes

 Distance between the customer and remote site

 Particular problems between the customer and the remote site
 Outages on Telecom, Compass, Remote site
 Software on customers PC (Kazaa or similar that is hogging the
bandwidth) or other users on the customers local network.
 The quality of the link between the customer and exchange

Fix

 Find out a brief history of the problem (how long has this been happening
for)
 IF the problem is particularly new, restart PC and ADSL device.
 Do a tracert to the site in question and to a few other IP addresses,
domains to estabilish where the problem maybe occuring.
If the problem is at the first hop, Ask customer if they have any firewall,
spyware, file sharing software etc and to remove them. They may also
have other users on the internet on their local network.
 Check the line connection speed using jetstreamgames.co.nz/speed
website.
  If the ping time to a local server (pop3.compass.net.nz or
jetstreamgames.co.nz) is more than 200ms, there may be an issue. Check
that there are no issues on the Compass network, then call Telecom on
0800 080 770 option 1 (do not give this number out to customers)

5. Slow Data Transfer

Symptoms

Customers may be experiencing a slower than expected internet experience. They

may be connecting at a low rate or their file
downloads may be at a low rate.

Causes

 Distance between the customer and remote site

 Particular problems between the customer and the remote site
 Outages on Telecom, Compass, Remote site
 Software on customers PC (Kazaa or similar that is hogging the
bandwidth) or other users on the customers local network.
 The quality of the link between the customer and exchange
 Customer perception of the speed of their JetStream plan

Fix

 Find out a brief history of the problem (how long has this been happening
for)
 Discuss with the customer exactly what they mean by slow speed to
ensure that the customer is experiencing actual slow speed and not just a
perception of slow speed.
 If the issue is with their ping time then check the High Ping process.
 If the problem is particularly new, restart PC and ADSL device.
 Conduct a trace route to an IP addresses and a domain name to establish
where the problem maybe occurring.
 Check for spyware and other running services the customer may have.
 Check for other programs (such as games or file sharing programs) that
may be running at the same time.
 Check the line connection rate using jetstreamgames.co.nz/speed website.
 If none of the above help, then call Telecom on 0800 080 770 option 1 (do
not give this number to customers) and check that the customer is on the
correct plan, that they have not gone over their usage, and to check that
the connection rate is set correctly at the port