LAB Manual Tech Support DSL Broadband

LAB Manual
Tech-Support (DSL Broadband)
Developed by: Asad Ahmad Khan

(Supervisor Training & Development PTCL Contact Center Gulberg Lahore)
Author: Asad Ahmad Khan (Training & Development IBCC LHR-I) Page 1
Lab Manual (Tech-Support DSL Broadband)
SECTION I
TABLE OF CONTENTS
SECTION I TABLE OF CONTENTS ..........................................................................................2
SECTION 1.1 ..............................................................................................................................3
PURPOSE & OBJECTIVE OF THE MANUAL ........................................................................3
1.1.1 Purpose .................................................................................................................3
1.1.2 Scope ....................................................................................................................3
Section II Contents .....................................................................................................................4
Section 2.1 ..................................................................................................................................4
List of Experiments .....................................................................................................................4
2.1.1 System Settings .................................................................................................................4
2.1.2 Modem Settings .................................................................................................................4
2.1.3 Email Settings ....................................................................................................................4
2.1.4 Port Mapping, Port Forwarding & Static IP settings in CPE ..............................................4
2.1.5 Broadband Troubleshooting on Cell Phone ......................................................................5
SECTION 3.1 Demonstration of Experiments ........................................................................6
System Settings ......................................................................................................................6
3.1.1 How to check LAN or WIFI drivers on System/Laptop? .......................................6
3.1.2 TCP/IP Settings ....................................................................................................6
3.1.3 WIFI Settings on System/Laptop ..........................................................................7
3.1.4 Trouble-shooting of Red Cross, No Internet, No Network & Limited Access .......9
3.1.5 How to uncheck proxy from system ................................................................... 10
3.1.6 Use of Commands ............................................................................................. 11
Modem Settings ................................................................................................................... 14
3.1.7 How to open a modem console? ....................................................................... 14
3.1.8 WAN Info ............................................................................................................ 14
3.1.9 Checking Line Profile in CPE ............................................................................. 14
3.1.10 ARP & DHCP Table ........................................................................................... 15
3.1.11 Configuring an ADSL Modem ............................................................................ 16
3.1.12 Configuring a VDSL Modem .............................................................................. 18
3.1.13 How to change default gateway of CPE ............................................................ 22
3.1.14 How to restrict specific website through CPE settings ...................................... 23
3.1.15 Modulation & AnnexM Settings in CPE ............................................................. 23
3.1.16 Wireless Settings in CPE ................................................................................... 24
3.1.17 How to change WIFI Password or remove the WIFI security ............................ 24
3.1.18 How we can allow WIFI access to a specific user? ........................................... 25
3.1.19 How to connect two modems/routers in a Network to extend WIFI Range ....... 25
3.1.20 How to change CPE login password of default gateway ................................... 30
3.1.21 How to soft reset CPE settings .......................................................................... 30
3.1.22 How to reboot CPE ............................................................................................ 30
Email Settings ...................................................................................................................... 31
Port Forwarding, Port Mapping and Static IP settings in CPE ............................................. 33
3.1.23 Port Forwarding ................................................................................................. 33
3.1.24 Port Mapping ...................................................................................................... 34
3.1.25 Static IP settings in CPE (if not accessing from other Network) ........................ 35
Broadband Troubleshooting on Cell Phone ......................................................................... 36
FAQs .................................................................................................................................... 40
Author: Asad Ahmad Khan (Training & Development IBCC LHR-I) Page 2 of 41
Date: 27th August 2018
SECTION 1.1
PURPOSE & OBJECTIVE OF THE MANUAL
1.1.1 Purpose
This document contains the clear and detailed outline of experiments and
specific set of instructions with respect to practical information/hands on for
induction batches during broadband training so that they could be able to
determine, analyze and resolve the issues that might customer face in
broadband services.
1.1.2 Scope
This Manual is applicable to PTCL Contact Centers.
Section II Contents
Section 2.1
List of Experiments
2.1.1 System Settings

 How to check LAN or WIFI drivers in System/Laptop
 TCP/IP settings for LAN & WIFI
 WIFI settings on Laptop/System
 Trouble-shooting of Red Cross, No Internet Access, No Network Access/Limited
Access/Unidentified Network
 How to uncheck proxy from system
 Use of commands “ncpa.cpl”, “ipconfig”, “ping”, “nslookup”,”traceroute” “getmac”
and “arp –a”
2.1.2 Modem Settings

 How to open modem console on system
 WAN Info
 Checking Line Profile
 Determining the number of systems connected with modem/router
 Difference between bridge mode and PPPOE mode
 Configuration of ADSL Modem
 Configuring of VDSL Modem
 Changing the Modulation type
 Changing of WIFI SSID and password
 Wireless MAC filtration
 How to change default gateway of modem
 Changing of login password
2.1.3 Email Settings
 How to configure email address on Microsoft Outlook

 What is Imap and Smtp address of PTCL domain and other domain
2.1.4 Port Mapping, Port Forwarding & Static IP settings in CPE
 What is Port Forwarding

 Port Forwarding Type
 Purpose of Port Forwarding
 How to apply Port Forwarding Settings in CPE
 What is Port Mapping and how to map a port in CPE
 What are the required settings in CPE if static IP is not pinging from other networks
2.1.5 Broadband Troubleshooting on Cell Phone
 How broadband troubleshooting could be done on cell phone, if customer don’t

have system/laptop
 WIFI Analyzer App usage on cell phone
 Speedtest minimum benchmark as per PTA
Important instructions before starting any experiment/Hands on in Training Lab
 It is mandatory that you should have basic knowledge of broadband

 Don’t misuse computer lab accessories/apparatus
 Systems must be connected with modem through LAN/WIFI
 Ensure RJ-11 must be connected into modem
 Perform one task at one time
 Must record observation and let it check to instructor time by time
 Pay your full concentration towards lab experiments as 40% weightage of final test
dependent on it
SECTION 3.1
Demonstration of Experiments
System Settings
3.1.1 How to check LAN or WIFI drivers on System/Laptop?
Press “Win + R” and type “cmd” and then type the command “ncpa.cpl”.
If LAN or WIFI Icon is visible as appended below then LAN and WIFI drivers are installed in
System/Laptop, otherwise ask user to install drivers (internet will not work on system/laptop, if
these drivers are not installed)
3.1.2 TCP/IP Settings

If system is connected through LAN then first ensure that it should be enabled as highlighted
below.
 Right click on the properties of Ethernet/Local Area Connection

 Go to Ethernet/Local Area Connection properties and select TCP/IPv4 then click
“Properties”
 IP & DNS must be on Automatic mode
Note: Same procedure is applicable for Wireless local area connection (if connected through
WIFI).
3.1.3 WIFI Settings on System/Laptop

 WIFI drivers must be installed on system/laptop (use the command “ncpa.cpl” to
check)
 Ensure that WIFI is enabled on modem and laptop
 WIFI must be connected in Laptop taskbar settings (you can check the status from
“Connect/Disconnect”)
 Click on Wireless Network Connection/WIFI properties

 IP & DNS must be on automatic mode
 Old WIFI profiles must be removed from system/laptop

o Right click on WIFI signals and go to “Open Network & Sharing Center” (For
Windows 7)
o Click on the “Manage Wireless Network”
o Remove all available profiles by clicking “Forget Networks”
 Now enter WIFI password against SSID accuretly and WIFI will be connected
3.1.4 Trouble-shooting of Red Cross, No Internet, No Network & Limited

Access
 If modem is connected with LAN and “Red cross” is showing in task bar of
system/laptop then it will cause due to unplugging of Network/LAN cable, swapping
the LAN cable between modem and system may also resolve such issues
 If yellow triangle is shown on LAN/WIFI signals then drag the cursor on it to see the
error, if it is “No internet Access” then it is caused due to service interruption (Sync
Loss, modem configuration, etc.). Try following steps to fix the issue
o Change web browser or reset browser settings
o Uncheck proxy in browser settings
o Restart modem or router
o Use one connection either LAN or WIFI
o Disable third party firewall programs/software
 If yellow triangle is shown as “Unidentified Network – No Network Access” then try

following steps to resolve the issue
o Right click on yellow icon and click “Trouble shoot problems”, it will
automatically detect and resolve the issue
o Disable and enable Local Area Connection
o Swap LAN cable between modem and system
o Press “Win + R” key and type “cmd” and again type “ipconfig/release” and
then “ipconfig/renew”
o Update LAN card drivers
o Restart the system/laptop, if still issue persists then it is a hardware fault, try
replacing LAN card of system/laptop
 Limited Access/Unidentified Network means that you don’t have the full access of
internet but few sites could be accessed. Try following steps to resolve the issue
o Right click on LAN or WIFI icon and click on “Trouble shoot problems”, it will
detect and resolve the issues, if still issue persists then;
o Restart modem or router
o Swap LAN cable between router and system (if connected through LAN)
o Use one connection either WIFI or LAN and disable other connections
o IP & DNS should be on automatic mode of LAN or WIFI properties
o Press “Win + R” key and type “cmd” and again type “ipconfig/release” and
then “ipconfig/renew”
o Disable then enable LAN or WIFI
o Update LAN or WIFI card drivers
3.1.5 How to uncheck proxy from system

 Open Internet Explorer and click on “Tools” and go to “Internet Options”
 Click on “Connections” and then go to “LAN Settings” as highlighted
 All options especially “Proxy Server” option should be unchecked as highlighted
3.1.6 Use of Commands

 “ipconfig” is a console application that displays all current TCP/IP network
configuration values and is also used to check the default gateway of modem/router
on a network
 “ping” is a computer network administration software utility used to test the
reachability of a host on an Internet Protocol (IP) network. It can also be used
where specific website or modem default gateway is inaccessible
 “nslookup” is a network administration command-line tool available for

querying the Domain Name System (DNS) to obtain domain name or IP
address mapping or for any other specific DNS record
 The quickest way to go directly to the network adapters is the

command “ncpa.cpl”
 “traceroute” is a computer network diagnostic tool for displaying the route
(path) and measuring transit delays of packets across an Internet Protocol (IP)
network
 “getmac” is used to check the MAC address of the system/laptop
 arp –a (ARP Space –a) : This command should be run (Type Win + R and type “cmd”
to run DOS Prompt) when customer is unable to find MAC address of CPE
Procedure:
 Last five character of physical address will be the MAC address of CPE
 In below appended screenshot “466e8” or “466E8” will be the MAC address of CPE
as highlighted under Physical Address
Modem Settings
3.1.7 How to open a modem console?
Type default gateway as 192.168.1.1 or 192.168.10.1 in address field of web browser
(default gateways are written on the back side of modems). Username and password will be
asked to access the console. Type “admin” as username and password will be written or
embossed on the back side of the mode or it would be the last 5 character of MAC address if
the modem.
3.1.8 WAN Info

Click on device Info and go to WAN to see available media connected with the Network. NAT
and firewall could also be checked whether enabled or not.
3.1.9 Checking Line Profile in CPE
Click on “Statistics” under Device Info and go to ADSL to check SNR (DS), SNR (US), ATT
(DS), downstream and upstream rate as highlighted
3.1.10 ARP & DHCP Table

Address resolution protocol is a very low level protocol of the TCP/IP stack - it helps the data
actually be delivered to the computer itself.
DHCP reservation simply reserves an IP address for a specific mac address. The computer
contacts the DHCP Server and requests an IP address and supplies its MAC address details.
The DHCP server will then allocate a specific IP address if reserved otherwise it will give you
any IP address.
3.1.11 Configuring an ADSL Modem
Before configuring a modem, you should have following;
 Username
 Password
 VPI/VCI
Click on the WAN settings and delete the ATM according to VPI/VCI.
Add the ATM according to copper/fiber number details. If number is of copper then choose
atm2(0_0_103) and for optical fiber choose atm3 (0_8_81)
Select PPPOE mode
Enter Username and Password in highlighted fields
Click next on routing default gateway
Click next on DNS server configuration
Hit “Apply/Save” to save settings and apply. Now modem is configured
For 3G/4G settings, following below appended screenshot for configuration
3.1.12 Configuring a VDSL Modem
Currently following CPE’s are being provided to valued customers, contains both modulation
types ADSL and VDSL.
 Sagemcom F@st4315N
 Huawei HG523
 ZTE VDSL (ZTE-9C6F52)
 ZTE ZXHN H168N
 VDSL HG150-Ub
Easy Installation Method
All VDSL modem’s settings are almost same. We are taking ZTE ZXHN H168N as an
example for configuring. Please follow below mentioned steps;
 Open Modem Console
 Click on Easy Installation
 Put AAA/PPP Username and Password in required fields and click Apply/Save
 Click on Management and Reboot to apply changes
Advanced Settings Method
 Click on the Advanced Setup and WAN Service

 Go to Edit against pppoe_0_1_1.10 for Internet Settings and choose br_0_1_1.20 for
IPTV Settings
 Put AAA/PPP Username, Password, enable NAT and Retry PPP Password on
Authentication Error and Click Next
 Hit Next on Routing-Default Gateway
 Click Next on DNS Server Configuration
 Click Apply/Save on WAN Setup Summary
 Click on Management and Reboot to apply changes
3.1.13 How to change default gateway of CPE
Click on Advanced Setup and go to LAN, and enter the desired IP address with subnet mask,
considering following IP classes.
 1-126, 255.0.0.0
 128-191, 255.255.0.0
 192-239, 255.255.255.0
 240-254, 255.255.255.254
3.1.14 How to restrict specific website through CPE settings
Go to Advanced Setup and click Parental Control, click URL filter

 Click Add and type desired website address and hit include restricting website
 Hit “Exclude” after entering URL in field to only allow desired website, and blocking
all other websites
3.1.15 Modulation & AnnexM Settings in CPE
G.dmt full-rate ADSL expands the usable bandwidth of existing copper telephone lines,
delivering high-speed data communications at rates up to 8 Mbit/s downstream and 1.3 Mbit/s
upstream and AnnexM increases the upstream rate to almost double i.e. 2.2 Mbps and
decreases downstream as well. Following is the requirement to apply AnnexM;
 VPI/VCI should be 0/103
 Package should be 8 Mbps or higher
 FSP data should be available
 After applying AnnexM package in CRM, must check the box next to AnnexM
3.1.16 Wireless Settings in CPE
How to change WIFI SSID, hide SSID, increase or decrease Wireless clients, enable/disable
WIFI module and guest accounts?
 Click on the Wireless and go to Basic Settings

 Check or uncheck “Enable Wireless” to enable or disable WIFI
 Check the “Hide Access Point” to hide the SSID of your network (SSID will only be
shown to those users who are connected to the network, before hiding the SSID)
 Enabling or disabling WIFI guest accounts will be visible as a separate SSID, which
will be open by default and max. WIFI client’s limits will be 32 each guest account
 Max. client are the number of users which may be connected with modem/router.
You can decrease or increase the limit (max. is 32 and min. is 1, if 1 is selected then
second client will not be connected)
3.1.17 How to change WIFI Password or remove the WIFI security

 Click on the Wireless and go to “Security”
 Click on the drop down menu under “Network Authentication”
 Select “Open”, and then wireless security will be removed (any user may connect to
modem/router wirelessly in 20 to 30 meters radius without requiring a WIFI
password)
 Click on “WPA/WAPI passphrase to change desired WIFI key (minimum digits should
be 8 and alphanumeric)
Note: Default WIFI key is embossed on the back side of modem (last 8 characters of MAC
address).
3.1.18 How we can allow WIFI access to a specific user?
Click on “MAC Filter” under Wireless and click MAC Address filtering On Your Wi-Fi
Router. MAC address filtering allows you to define a list of devices and only allow those
devices on your Wi-Fi network
3.1.19 How to connect two modems/routers in a Network to extend WIFI

Range
There are two methods to do and as under;
1) Via LAN:
Scenario:
Suppose we have two PTCL ADSL + WIFI routers and one of them is primary (AN1020-25
connected with RJ11 and internet is in working condition) and we want secondary CPE (Fast
1704N) to be configured in existing network via LAN cable (RJ45/CAT 5/6) to extend WIFI
range.
Steps to be followed
a) First we need to find out the default gateway of primary CPE through “ipconfig”
command prompt (should be connected to system/laptop via LAN cable)
b) Similarly, turn off the primary CPE and connect the secondary CPE with LAN cable
and identify the default gateway by running the same command prompt
c) Now change the default gateway of secondary CPE (so that it could not conflict with
primary CPE) by opening default gateway, Advanced SetupLAN and change it to
other address e.g. 192.168.1.100
d) Disable the DHCP server and go to the Routing tab and click on Default Gateway,
now check the Use Default Gateway IP Address and put default gateway of primary
router e.g. 192.168.1.1 and then Save settings and reboot CPE
e) After restart, secondary CPE will be available to access on “192.168.1.100” or any

provided default gateway
f) Next step involves configuring the WIFI of this secondary CPE by giving different
SSID (Network name) e.g. “Free Internet” or whatever you want to assign along with
Security Key to secure WIFI
g) Next, we need to physically connect both CPE via LAN cable and place secondary
CPE to your desired location
h) Next, step is to connect with the secondary CPE via “WIFI”, in available WIFI
connections, “Free Internet” will be shown to be connected with by putting required
WIFI password
i) Connect with “Free Internet”

j) You will be connected to “Free Internet” but you will not be able to browse internet as
we turned off the DHCP and your system has not been assigned any IP. To fix this
issue, we need to put manual IP address,Default Gateway, Subnetmask and DNS in
LAN settings as shown below
k) Save settings and “Disable” and then “Enable” your wireless adapter so that settings
could be functional
l) After this, you will be successfully able to use INTERNET from seondary CPE
Note: Please remember that you will have to do manual configuration of devices
(laptop, mobile etc.) that will be connected to secondary CPE, else, it won’t work.
2) Wireless Bridge
Same CPEs could also be connected through Wireless Bridge. Steps are as under to be
followed;
a) Open primary CPE console and note down the WIFI SSID, Password and Channel
No, as shown in following figure
b) Place the secondary CPE in WIFI range of Primary CPE

c) Open up secondary CPE console and change the default gateway of the CPE
according to aforementioned method
d) Go to Wireless Settings and click on Wireless Bridge
e) Select Wireless Bridge under AP Mode
f) Select Enable (Scan) under Bridge Action
g) Primary CPE BSSID will be displayed under Remote Bridge MAC Address
h) Check the box against Primary CPE BSSID and click on Apply/Save
i) You may be asked for WIFI password, give the WIFI password of primary CPE
j) Primary CPE will be rebooted
k) Now the SSID of secondary CPE will broadcast the internet of primary CPE
Note: If BSSID is not displayed in the range of primary CPE then click on Refresh tab
3.1.20 How to change CPE login password of default gateway
 Click on the Management and go to Access Control and click “Passwords”
 Enter Username and old password
 Enter new password (max character should not be more than 5)
 Hit “Apply/Save” button
3.1.21 How to soft reset CPE settings

 Go to Management and click “Restore Default”, all settings will be on default mode
 Modem and WIFI settings should be again re-configured
3.1.22 How to reboot CPE

 To reboot, go to “Management” and click “Reboot”, modem will be restarted
Email Settings
There are different settings for PTCL and other domain for outlook. First of all we will ask
customer about their domain/email address and guide them following addresses for outlook
accordingly.
 Incoming (IMAP) & outgoing addresses (SMTP) of PTCL domain: zmail.ptcl.net

 Incoming address (IMAP) of other domain: N/A (PTCL cannot provide incoming
domain address of other domain, concerned company will provide to customers)
 Outgoing address (SMTP) of other domain (SMTP): zmail.ptcl.net
Procedure to add Email Address in Microsoft Outlook (Auto Account Setup)
 Install Microsoft Outlook in System/ Laptop

 Open Microsoft Outlook
 Click on File and “Add Account”
 Click on Email Account

 Enter Name, Email Address with domain e.g. ptcl.net.pk, ptcl.net or gmail.com, etc.
 Type Password and Retype Password and click Next
 Outlook will automatically Import IMAP & SMTP settings
Manual Setup Mode Procedure
 If user is facing outgoing email issue using his/her own domain then it is
recommended to use Manual Setup Mode method for SMTP settings
 Click or Manual Setup or additional server types and click next
 Click on POP or IMAP and click Next
 Click on POP or IMAP and click Next
 Enter Name, Email Address

 Select Account Type as “IMAP”
 Incoming mail server address (IMAP) will be provided by concerned domain
 Type “zmail.ptcl.net” in outgoing mail server (SMTP)
 Type Username, Password and click Next
 Restart Outlook
 Send Test Email, it will be working fine
Port Forwarding, Port Mapping and Static IP settings in CPE

3.1.23 Port Forwarding
Logically, opening a specific port of modem against specific services like U torrent etc. is
called Port Forwarding. By default all ports of modems are open but some Portals / Servers
require specific ports to be opened for routing of outside traffic on specific destination.
Purpose of Port Forwarding
Port forwarding is used in CPE to open ports for specific purposes.

 Accessing Servers Online
 CCTV Cameras Online
 Attendance machine online access
Port Forwarding Types
 Virtual Servers
 Port Triggering
 DMZ Host
Usually port forwarding is done through Virtual Servers due to strong security reasons as it
allows only specific port to be opened for specific purpose. Port Triggering and DMZ Host is
unsafe for hackers.
Process to be followed for Port Forwarding
 Open Modem Console

 Click on Advanced Setup and NAT
 Click on Virtual Servers and hit Add
 Put User Interface as pppoe_0_0_103/ppp1.1 or pppoe_0_8_81/ppp1.1 on which

WAN IP is assigned
 Select a Service from drop down list or select Custom Service and write specific
name against which port to be forwarded
 In Server IP Address, add local IP of accessed destination system assigned IP e.g.
192.168.10.10
 Put customer required port number in External Port Start, External Port END,
Internal Port Start, Internal Port End e.g. port number 4550 to be entered in above
mentioned fields for accessing online attendance machine
 Select TCP/UDP in Protocol drop down list
 Click Apply/Save
3.1.24 Port Mapping

Port Mapping is used to physically bind/map a CPE’s port against specific service e.g. IPTV.
Once a port is mapped then that port will not be used for other services like broadband.
Process to be followed for Port Mapping
 Open modem console

 Click on Advanced Settings
 Click on Interface Grouping
 Click Add and Type a Name in Group Name e.g. IPTV
 Select WAN Interface used in the grouping e.g. br_0_0_102/atm2.1
 Select from Available LAN interface e.g. LAN4 and click 
 Hit Apply / Save to apply changes
3.1.25 Static IP settings in CPE (if not accessing from other Network)
If static IP is not accessing from other Network/ISP then use following process
 Ask user to ping that IP

 If ping reply is not normal e.g. destination host is unreachable then ask customer to
open modem console
 Go to Management, Access Control and then Services
 Enable ICMP in WAN
 Click Apply / Save to apply changes
Broadband Troubleshooting on Cell Phone
If customer facing any issue in DSL broadband services and don’t have system/laptop then
don’t force him/her to arrange desktop or laptop, instead ask them to troubleshoot on cell
phone by following below steps.
 For troubleshooting on cell phone, cell phone must be connected with CPE / modem
via WIFI
 Default WIFI key is embossed on the back side of modem (last 8 characters of MAC
address)
 If Internet is not working then follow broadband complaint handling guidelines
 If connectivity is established and user want to change WIFI password of modem then
ask customer to open any internet browser on cell phone
 Ask to enter 192.168.1.1 or 192.168.10.1 in URL of browser to access modem
console
 Enter Username as “Admin” and Password key is mentioned on the back side of
modem
How to change WIFI SSID, hide SSID, increase or decrease Wireless clients,
enable/disable WIFI module and guest accounts?
 Click on the Wireless and go to Basic Settings

 Check or uncheck “Enable Wireless” to enable or disable WIFI
 Check the “Hide Access Point” to hide the SSID of your network (SSID will only be
shown to those users who are connected to the network, before hiding the SSID)
 Enabling or disabling WIFI guest accounts will be visible as a separate SSID, which
will be open by default and max. WIFI client’s limits will be 32 each guest account
 Max. client are the number of users which may be connected with modem/router.
You can decrease or increase the limit (max. is 32 and min. is 1, if 1 is selected then
second client will not be connected)
How to change WIFI Password or remove the WIFI security
 Click on the Wireless and go to “Security”
 Click on the drop down menu under “Network Authentication”
 Select “Open”, and then wireless security will be removed (any user may connect to
modem/router wirelessly in 20 to 30 meters radius without requiring a WIFI
password)
 Click on “WPA/WAPI passphrase to change desired WIFI key (minimum digits should
be 8 and alphanumeric)
Note: Default WIFI key is embossed on the back side of modem (last 8 characters of MAC
address).
How we can allow WIFI access to a specific user?
Click on “MAC Filter” under Wireless and click MAC Address filtering On Your Wi-Fi
Router. MAC address filtering allows you to define a list of devices and only allow those
devices on your Wi-Fi network
Slow Speed Issue and troubleshooting on Cell Phone
If customer is facing slow speed issue then after following Slow Browsing SOP, ask customer
to check speedtest on speedtest App, then ask customer to install WIFI Analyzer in their
mobile phones and use free/less crowded channels to get significant difference in speed.
What is average speed policy as per PTA rule

We will guide customers the minimum speed must be shown on speedtest would be as > 70
% as per PTA
How to Use WIFI Analyzer App
WIFI Analyzer:
Shows signal strength of nearby access points and congestion of channels. Purpose of this
application turns your android phone into a Wi-Fi analyzer, shows the Wi-Fi channels around
and helps to find a less crowded channel for wireless router. Features are as under;
 To analyze and optimize your WIFI

 Turn Android or I-Phone into WIFI Analyzer
 Find the best channel for router/modem
 Real time data and distance calculations from AP
o Channel graph
o Best Channels
o Hidden Networks
 Analyze nearby networks
 Analyze signal strength
 Find best place for your Access point
WIFI Analyzer Test Results
Following are the test results that with WIFI Analyzer and found significant difference in
speed on selecting recommended channels on Wi-Fi router.
 Speed results varies w.r.t to distance of channel/ WiFi client

 Signals strengths impact speed results on higher value
 This app may be used with customer for testing purpose and we may rely if this is
near to customer end
Further these channels change as per location w.r.t available WiFi’s.

Please find below the testing results which founded nearly equal to package allocated and
per Device/ Modem;
Channel # Speed Result in Mbps

6 7.92 Mbps
10 4.90 Mbps
1 8.80 Mbps
Channel 14 : 7.04 Mbps

Top 3 Analyzer Recommended Channels(14 ,13,11)
Channel 13 :6.07 Mbps

Channel 10 :6.54Mbps
Other Channel(5) 12 Mbps
FAQs
These FAQs should not be treated as SOPs. For SOPs please consult 1218
Tech-Support Broadband Guidelines.
No Browsing:
If customer is facing Browsing issue, following steps could be done to resolve the problem.
1. Did you restart modem and system? (Yes/No)

Ans: Please restart system and modem at once and check browsing.
2. Did you change web browser? (Yes/No)
Ans: Please change the internet browser or clear the Caches, Browser history (Ctrl +
H) and remove all the temp Files (%temp%).
3. Are you using any proxy? (Yes/No)
Ans: Please check for proxy settings, all proxy should be disabled.
a. Open Internet Explorer and select “Tools” options in menu bar and go to
“Internet Options” as highlighted below
b. Click on “Connections” then select “LAN Settings”
c. All options especially “Proxy server” should be unchecked as highlighted
below
4. Is yellow triangle appearing on LAN Icon? (Yes/No)
Ans: Please right click on Yellow Triangle on LAN Icon and click troubleshooting
problems.
a. It will deduct the problem on real time basis and resolve the issue
b. If not resolved then, right click on “Local Area Connection” properties and go
to “Internet Protocol Version 4 (TCP/IPv4)” properties
c. “Obtain an IP address automatically” and “Obtain DNS server address
automatically” must be selected
Slow Browsing:
1. Did you notice, how many number of systems/users connected through modem?
(Yes/No)
Ans: Please check number of connected users through his modem from ARP / DHCP
table and try to connect internet with single system/user.
2. Are you using any proxy? (Yes/No)
Ans: Please check for proxy settings. All proxy should be disabled.
a. Open Internet Explorer and select “Tools” options in menu bar and go to
“Internet Options” as highlighted below
b. Click on “Connections” then select “LAN Settings”
c. All options especially “Proxy server” should be unchecked
3. Did you change WIFI password? (Yes/No)
Ans: Please change WIFI password once (Refer to training video).
4. Did you test the speed of your internet connection? (Yes/No)

Ans: Please check current speed from speedtest.ptcl.net or speedtest.net, if getting
60% of actual package than speed is ok.
Frequent Disconnection:
1. Did you check splitter connection?

Ans: Please check splitter connection, wires should be plugged into the relevant
ports of splitter (phone wire into phone port and modem wire into modem port).
2. Is there any internal wiring being used in your premises? (Yes/No)

Ans: There should be no internal wiring at your premises. Please remove internal
wiring and try to connect direct wire into modem.
3. Are you using internet within the range of WIFI modem (Yes/No).
Ans: Please ensure to use internet within the range of modem (20 to 30 meters), if
connected through WIFI.
4. Did you restart your modem and system? (Yes/No)

Ans: Modem and system should be restarted.
5. Did you check the internet connectivity on other operating systems? (Yes/No)
Ans: Please change your system/laptop/android/other OS (if available) and check
internet connectivity status.
Connectivity Issue:
1. Did you check the status of DSL light on modem? (Yes/No)

Ans: a) Please check the status of DSL light on the modem (should be stable)
b) If not stable then check splitter connection (wires should be plugged into
the relevant ports i.e. phone wire into phone port and modem wire into modem
port of the splitter)
c) If DSL light is stable then check internet light status (should be green)
d) If Internet light is off then configure modem as per above appended
screenshots
e) If all lights are stable then follow below mentioned step
2. Did you restart modem and system? (Yes/No)

Ans: Please restart system and modem at once and check browsing.
3. Did you change web browser? (Yes/No)

Ans: Please change the internet browser or clear the Caches, Browser history (Ctrl +
H) and remove all the temp Files (%temp%).
4. Did you check the internet connectivity on other operating systems? (Yes/No)
Ans: Please change your system/laptop/android/other OS (if available) and check
internet connectivity status.

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LAB Manual

Tech-Support (DSL Broadband)

Developed by: Asad Ahmad Khan

PURPOSE & OBJECTIVE OF THE MANUAL

2.1.1 System Settings

2.1.2 Modem Settings

2.1.3 Email Settings

 How to configure email address on Microsoft Outlook

2.1.4 Port Mapping, Port Forwarding & Static IP settings in CPE

 What is Port Forwarding

2.1.5 Broadband Troubleshooting on Cell Phone

 How broadband troubleshooting could be done on cell phone, if customer don’t

 WIFI Analyzer App usage on cell phone

 Speedtest minimum benchmark as per PTA

Important instructions before starting any experiment/Hands on in Training Lab

 It is mandatory that you should have basic knowledge of broadband

3.1.2 TCP/IP Settings

 Right click on the properties of Ethernet/Local Area Connection

3.1.3 WIFI Settings on System/Laptop

 Click on Wireless Network Connection/WIFI properties

 Old WIFI profiles must be removed from system/laptop

o Click on the “Manage Wireless Network”

o Remove all available profiles by clicking “Forget Networks”

3.1.4 Trouble-shooting of Red Cross, No Internet, No Network & Limited

 If yellow triangle is shown as “Unidentified Network – No Network Access” then try

3.1.5 How to uncheck proxy from system

3.1.6 Use of Commands

 “nslookup” is a network administration command-line tool available for

 The quickest way to go directly to the network adapters is the

 “getmac” is used to check the MAC address of the system/laptop

3.1.8 WAN Info

3.1.9 Checking Line Profile in CPE

3.1.10 ARP & DHCP Table

Select PPPOE mode

Click next on routing default gateway

Click next on DNS server configuration

For 3G/4G settings, following below appended screenshot for configuration

3.1.12 Configuring a VDSL Modem

Easy Installation Method

 Click on Management and Reboot to apply changes

Advanced Settings Method

 Click on the Advanced Setup and WAN Service

 Hit Next on Routing-Default Gateway

 Click Next on DNS Server Configuration

 Click Apply/Save on WAN Setup Summary

 Click on Management and Reboot to apply changes

3.1.13 How to change default gateway of CPE

Go to Advanced Setup and click Parental Control, click URL filter

3.1.15 Modulation & AnnexM Settings in CPE

 Click on the Wireless and go to Basic Settings

3.1.17 How to change WIFI Password or remove the WIFI security

3.1.18 How we can allow WIFI access to a specific user?

3.1.19 How to connect two modems/routers in a Network to extend WIFI

e) After restart, secondary CPE will be available to access on “192.168.1.100” or any

i) Connect with “Free Internet”

b) Place the secondary CPE in WIFI range of Primary CPE

3.1.21 How to soft reset CPE settings

3.1.22 How to reboot CPE