Difference between revisions of "Fix Your ADSL Problem Quicker"
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==ADSL 2 Naked (Optus)== | ==ADSL 2 Naked (Optus)== |
Revision as of 03:44, 29 September 2011
Contents
Description
At times cases may take longer than the expected time frame to resolve, this could be due to many reasons such as booking technician's, different technician is required, delay with responses, confirming customer details, reschedules etc.
In order for such delays to be improved exetel do need help from our customers, however each supplier requires different testing and set of procedures. Below explains how Customers can assist exetel resolve problems quicker in order for a speedier solution.
ADSL Products
Below are templates with questions that Exetel requires to fill in before cases could be escalated to the suppliers, in order for this process to be speed up confirm the details below and pass it on to a support engineer.
The below template must be filled in and emailed to residentialsupport@exetel.com.au
ADSL 1 and ADSL 2 (Telstra)
Template for No Sync & No Auth
- Not sure what a No Auth is? Click here
- Not sure what a No Sync is? Click here
What is the status of the ADSL Light?
If your service is a new service, was there incoming calls prior to applying?
Have you tried your Modem on another line in order to replicate the same issue as you claim?
Have you tried an alternative Modem?
How many telephone wall sockets are present at site?
Have you checked your modem on all available wall sockets?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
What is the length of the cable that you are using between your modem and the telephony wall socket?
Have you checked the service by swapping your telephony cable?
Do you have a Back to base Alarm system installed?
Have you tried factory resetting your modem? (refer modem instruction manual)
Is the VPI and VCI set to 8 and 35? (refer modem instruction manual)
Is the connection configured for PPPoE LLC mode? (refer modem instruction manual)
Are the correct Exetel Username and password entered into your modem? (refer modem instruction manual)
What is the Mac Address of the modem? (refer modem instruction manual)
Which brand/model of ADSL modem do you have?
Which brand/model of Alternate modem do you have or test with?
Do you accept the incorrect call out fee ($110 for Telstra)? Yes / No
Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly
Template for Slow Speed
Have you tried your Modem on another line in order to replicate the same issue as you claim?
Have you tried an alternative Modem?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
What is the Sync Speed of your Modem when you directly plugged it into the main wall socket using a cable with 2m in length with out a filter?
Which brand/model of ADSL modem do you have?
Which brand/model of Alternate modem do you have or test with?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
Have you tried factory resetting your modem? (refer modem instruction manual)
Are you running a Network or using a single computer?
Are you using any P2P applications?
What is the MTU value set to on your modem configuration page? (refer modem instruction manual)
Do you have a Back to base Alarm system installed?
What is the length of the cable that you are using between your modem and the telephony wall socket?
What are the Speeds you have received from http://www.exetel.com.au/speed/? (Is this close to sync speed)
What are the Speeds you have received from http://www.exetel.com.au/speed/ when the modem is directly connected to the computer, with wireless disabled?
Transfer Rates from 3 locations at the same time:
- 1. http://download.microsoft.com - Transfer Rate:
- 2. http://www.nvidia.com - Transfer Rate:
- 3. http://www.apple.com - Transfer Rate:
Do you accept the Incorrect call out fee ($110 for Telstra based)? Yes / No
Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly:
Template for Dropouts
- Not sure what a Drop out is? Click here
Have you tried your Modem on another line in order to replicate the sameissue as you claim?
Have you tried an alternative Modem?
What is the length of the cable that you are using between your modem and the telephony wall socket?
Do you have a Back to base Alarm system installed?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
Have you tried factory resetting your modem? (refer modem instruction manual)
Has your modem been set to be disconnected while your computer is on idle mode?
If it is enabled what is the time frame it has been set to?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Have you checked the service by swapping your telephony cable?
Do you accept the incorrect call out fee ($110 for Telstra based)? Yes / No
Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly
ADSL 2 (AAPT/Powertel)
Template for No Sync & No Auth
- Not sure what a No Auth is? Click here
- Not sure what a No Sync is? Click here
What is the status of the ADSL Light?
If your service is a new service, was there incoming calls prior to applying?
Have you tried your Modem on another line in order to replicate the same issue as you claim?
Have you tried an alternative Modem?
How many telephone wall sockets are present at site?
Have you checked your modem on all available wall sockets?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
What is the length of the cable that you are using between your modem and the telephony wall socket?
Have you checked the service by swapping your telephony cable?
Do you have a Back to base Alarm system installed?
Have you tried factory resetting your modem? (refer modem instruction manual)
Is the VPI and VCI set to 8 and 35? (refer modem instruction manual)
Is the connection configured for PPPoE LLC mode? (refer modem instruction manual)
Are the correct Exetel Username and password entered into your modem? (refer modem instruction manual)
What is the Mac Address of the modem? (refer modem instruction manual)
Which brand/model of ADSL modem do you have?
Which brand/model of Alternate modem do you have or test with?
Do you accept the incorrect call out fee ($220 for Powertel)? Yes / No
Please provide us with your best contact mobile number in order for us send you periodical updates or to contact you directly
Template for Slow Speed
Have you tried your Modem on another line in order to replicate the same issue as you claim?
Have you tried an alternative Modem?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
What is the Sync Speed of your Modem when you directly plugged it into the main wall socket using a cable with 2m in length with out a filter?
Which brand/model of ADSL modem do you have?
Which brand/model of Alternate modem do you have or test with?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
Have you tried factory resetting your modem? (refer modem instruction manual)
Are you running a Network or using a single computer?
Are you using any P2P applications?
What is the MTU value set to on your modem configuration page? (refer modem instruction manual)
Do you have a Back to base Alarm system installed?
What is the length of the cable that you are using between your modem and the telephony wall socket?
What are the Speeds you have received from http://www.exetel.com.au/speed/? (Is this close to sync speed)
What are the Speeds you have received from http://www.exetel.com.au/speed/ when the modem is directly connected to the computer, with wireless disabled?
Transfer Rates from 3 locations at the same time:
- 1. http://download.microsoft.com - Transfer Rate:
- 2. http://www.nvidia.com - Transfer Rate:
- 3. http://www.apple.com - Transfer Rate:
Do you accept the Incorrect call out fee ($220 for Powertel based)? Yes / No
Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly
Template for Droputs
- Not sure what a Drop out is? Click here
Have you tried your Modem on another line in order to replicate the same issue as you claim?
Have you tried an alternative Modem?
What is the length of the cable that you are using between your modem and the telephony wall socket?
Do you have a Back to base Alarm system installed?
Have you tried plugging the modem directly into the main wall socket using a cable 2 meter in length with out a filter?
Is an ADSL 2 + Filter/splitter installed (if the service is ADSL2)?
Have you tried factory resetting your modem? (Refer modem instruction manual)
Has your modem been set to be disconnected while your computer is on idle mode?
If it is enabled what is the time frame it has been set to?
How many Corded Phones are connected?
How many Cordless Phones are connected?
Are you using any extension leads?
Have you checked the service by swapping your telephony cable?
Do you accept the incorrect call out fee ($220 for Powertel Based)? Yes / No
Please provide us with your best contact mobile number in order for us sends you periodical updates or to contact you directly
ADSL 2 Bundled with Telephone (Optus)
Template for No Sync & No Auth
- Not sure what a No Auth is? Click here
- Not sure what a No Sync is? Click here
Has an alternative modem been tested: Yes / No
Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No
Back to base Alarm Installed: Yes / No
Completed Isolation Test : Yes / No
(all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No
Has an alternative cable between the modem and wall socket been tried: Yes / No
Alternate contact mobile -
Template for Slow Speed
Modem tried on another line or Alternative Modem Tried: Yes / No
Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No
Back to base Alarm Installed: Yes / No
Completed Isolation Test : Yes / No
(all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No
Sync Speed of Modem when Isolated (as above): (Refer to modem manual to obtain this)
Speeds received from http://www.exetel.com.au/speed/: (is this close to sync speed)
Is P2P application in use: Yes/ No
Speeds received when testing the computer to modem only, with wireless disabled: (Check http://www.exetel.com.au/speed/)
Computer free of Viruses / P2P: Yes / No
Download 1 file from the below website at same time and provide the results:
- 1. http://download.microsoft.com - Transfer Rate:
- 2. http://www.nvidia.com - Transfer Rate:
- 3. http://www.apple.com - Transfer Rate:
Alternate contact mobile -
Template for Dropouts
- Not sure what a Drop out is? Click here
Modem tried on another line : Yes / No
Has an alternative modem been tested: Yes / No
Length of cable between modem and telephone wall socket:
Is a Cable Pay TV service connected (eg. Foxtel):
Is a Back to Base Alarm connected:
Has the modem been tested with no other devices connected:
Is an ADSL 2 + Filter installed:
Has the Modem been Factory Reset:
Has Modem been set to Disconnect on Idle for testing:
Provide a time frame for exetel to run a line test on the connection (8:30am - 9:30pm EST MON-FRI):
How many Corded Phones are connected:
How many Cordless Phones are connected:
Are any extension leads being used:
Has an alternative cable between the modem and wall socket been tried:
How often do drop outs occur in a 24 hour period, on the 1.5Mbps profile: (Has to be greater than 3 a day)
Alternate contact mobile -
ADSL 2 Naked (Optus)
Template for No Auth &No Sync
- Not sure what a No Auth is? Click here
- Not sure what a No Sync is? Click here
Has an alternative modem been tested: Yes / No
Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No
Back to base Alarm Installed: Yes / No
Completed Isolation Test : Yes / No
(all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No
Has an alternative cable between the modem and wall socket been tried: Yes / No
Alternate contact mobile -
Template for Slow Speed
Modem tried on another line or Alternative Modem Tried: Yes / No
Length of cable between modem and telephone wall socket:(Less than 2m only) Yes / No
Back to base Alarm Installed: Yes / No
Completed Isolation Test : Yes / No
(all devices removed from all sockets within the premises, and the modem connected to the first socket, using a 1 - 2m cable): Yes / No
Sync Speed of Modem when Isolated (as above): (Refer to modem manual to obtain this)
Speeds received from http://www.exetel.com.au/speed/: (is this close to sync speed)
Is P2P application in use: Yes/ No
Speeds received when testing the computer to modem only, with wireless disabled: (Check http://www.exetel.com.au/speed/)
Computer free of Viruses / P2P: Yes / No
Download 1 file from the below website at same time and provide the results:
- 1. http://download.microsoft.com - Transfer Rate:
- 2. http://www.nvidia.com - Transfer Rate:
- 3. http://www.apple.com - Transfer Rate:
Alternate contact mobile -
Template for Drop Out
- Not sure what a Drop out is? Click here
Has an alternative modem been tested: Yes / No
Length of cable between modem and telephone wall socket:
Is a Cable Pay TV service connected (eg. Foxtel):
Is a Back to Base Alarm connected:
Has the modem been tested with no other devices connected:
Is an ADSL 2 + Filter installed:
Has the Modem been Factory Reset:
Has Modem been set to Disconnect on Idle for testing:
Provide a time frame for exetel to run a line test on the connection (8:30am - 9:30pm EST MON-FRI):
How many Corded Phones are connected:
How many Cordless Phones are connected:
Are any extension leads being used:
Has an alternative cable between the modem and wall socket been tried:
How often do drop outs occur in a 24 hour period, on the 1.5Mbps profile: (Has to be greater than 3 a day)
Alternate contact mobile -