Telecom - Speedstream 5260/5360

 

Telecom speedstream (5260/5360) checklists

 

No Connectivity
SYS/PWR Light ON Steady?(No), If YES continue to step 2
DSL Light On/Steady?(No) , If YES continue to step 3
ENET Light ON/Steady? (No), If YES continue to step 4
Is the Customer getting a valid IP address? (No), If YES continue to step 5
Can the Customer PING remote IP addresses? (No) , If YES continue to step 6

Can the Customer PING friendly names? (No), If YES continue to step 7

Can the Customer browse? (No) , If YES Finished.

 

(General) Quick Paste
Note: If you are going to escalate ticket all Quick Paste fields in RED are required.
Additional Notes
Provisioning
Modem used
PVC (6400)
Which Cmds
Other Cmds
Step 1-2-3-4-5-6-7-Slow-Line

 

Step 1 SYS/PWR Light ON Steady? (Yes) Continue to step 2 (No) Use Checklist
1. Have you asked the customer to powercycle the modem?
2. Has this modem ever worked or is it a new install?
3. Is the modem plugged directly into an electrical outlet?
4. Is the power cord securely connected to the modem?
5. Have they tried the modem on a different electrical outlet?
6. Has the customer tested the modem at the local office?
7. Has the customer received a replacement modem?
8. Have you contacted a mentor?
   
Back to top - General
Step 2 DSL Light On/Steady? (Yes) Continue to step 3 (No) Use Checklist
1. Have you asked the customer to powercycle the modem?
2. Has this modem ever worked or is it a new install?
3. Did you check the check the ILEC DB and order form for completion?
4. Did you check the account status/balance in Infranet?
5. Do they have a DSL product listed in Infranet?
6. If the DSL line is voice and Data, do they have a dial tone?
7. Are all the other phone lines, minus the DSL line filtered?
8. Are all the filters connected in the correct direction?
9. Is the phone cord plugged directly into a wall jack, removing any surge protectors and/or splitters?
10. Is the phone cord securely connected to the modem/wall?
11. Have they tried the modem on another phone jack/line?
12. If the customer has 2 phone lines, are we testing the correct line.
13. (Stinger only) Do you see the modem attempting to connect on the stinger?
14. (Stinger only) Did you run the "Which" commands to verify the nailed group on the stinger?
15. (Stinger only) Did you make sure the port was enabled on the stinger?
16. Did you check to make sure the customer is on the 6400?
17. Has the customer tested the modem at the NID?
18. Has the customer tested the modem at the local office?
19. Has the customer received a replacement modem?
20. Have you contacted a mentor?
   
Back to top - General
Step 3 ENET Light ON/Steady? (Yes) Continue to step 4 (No) Use Checklist
1. Have you asked the customer to powercycle the modem/computer?
2. Has this modem ever worked or is it a new install?
3. Is the Ethernet Cable (RJ45) securely connected to the modem/computer?
4. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
5. Is there a solid Link Light on the NIC (back of PC)?
6. Does the NIC show in the device manager/winipcfg/ipconfig?
7. Is the NIC enabled (Windows 2000/XP)?
8. Are they using a Straight through (pc to modem is straight through)?
9. Do they have another cable to test with? Verify it's the same kind of cable (Straight).
10. Has the customer reinstalled the NIC?
11. Has the customer tried to connect with another computer?
12. Has the customer tested the modem at the local office?
13. Has the customer received a replacement modem?
14. Have you contacted a mentor?
   
Back to top - General
Step 4 Is the Customer getting a valid IP address? (Yes) Continue to step 5 (No) Use Checklist
1. Have you asked the customer to powercycle the modem/computer?
2. Has this modem ever worked or is it a new install?
3. Did you check the check the ILEC DB and order form for completion?
4. Did you check the account status/balance in Infranet?
5. Did you verify that the username/password work?
6. Do they appear in the radius logs?
7. Do they have a DSL product listed in Infranet?
8. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
9. Did you reinstall PPPoE?
10. Did you create a new connection in PPPoE or OS?
11. Do they have a firewall/proxy/antivirus installed?
12. (Stinger only) Did you run the "Which" commands to verify the nailed group on the stinger?
13. (Stinger only) Have you checked the "Physical Statistics" for errors (crc)?
14. (Stinger only) Did you check the attenuation. (<63)
15. (Stinger only) Did you check the noise margin up/dn (>9).
16. Did you check to make sure the customer is on the 6400?
17. Is the TCP/IP bound to NIC in the network settings?
18. Has the customer reinstalled the NIC?
19. Has the customer tried to connect with another computer?
20. Has the customer tested the modem at the local office?
21. Has the customer received a replacement modem?
22. Have you contacted a mentor?
   
Back to top - General
Step 5 Can the Customer PING remote IP addresses? (Yes) Continue to step 6 (No) Use Checklist
1. Have you asked the customer to powercycle the modem/computer?
2. Has this modem ever worked or is it a new install?
3. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
4. Can the customer ping their own IP?
5. Do they have a firewall/proxy/antivirus installed?
6. Can you Ping the customer's IP?
7. Did you run a trace route to the customers IP.
8. Has the customer reinstalled the NIC?
9. Has the customer tried to connect with another computer?
10. Has the customer tested the modem at the local office?
11. Has the customer received a replacement modem?
12. Have you contacted a mentor?
   
Back to top - General
Step 6 Can the Customer PING friendly names? (Yes) Continue to step 7 (No) Use Checklist
1. Have you asked the customer to powercycle the modem/computer?
2. Has this modem ever worked or is it a new install?
3. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
4. Do they have a firewall/proxy/antivirus installed?
5. Can you Ping the customer's IP?
6. Did you have the customer run a Trace route?
7. Did you try to statically assign the DNS servers?
8. (Stinger only) Did you run the "Which" commands to verify the nailed group on the stinger?
9. (Stinger only) Have you checked the "Physical Statistics" for errors (crc)?
10. (Stinger only) Did you check the attenuation. (<63)
11. (Stinger only) Did you check the noise margin up/dn (>9).
12. Has the customer reinstalled the NIC?
13. Has the customer re-extracted their Winsocks (unsupported by helpdesk)?
14. Has the customer tried to connect with another computer?
15. Has the customer tested the modem at the local office?
16. Has the customer received a replacement modem?
17. Have you contacted a mentor?
   
Back to top - General
Step 7 Can the Customer browse? (Yes) Finished (No) Use Checklist
1. Have you asked the customer to powercycle the modem/computer?
2. Has this modem ever worked or is it a new install?
3. Can they get email w/ an email client?
4. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
5. Do they have a firewall/proxy/antivirus installed?
6. Have they tried several different sites?
7. Have they cleared the cache/history/cookie files?
8. Did you make sure the content advisor is disabled?
9. Did you restore default settings on the advanced tab in internet explorer?
10. Did you make sure nothing is checked in the proxy settings?
11. (Stinger only) Have you checked the "Physical Statistics" for errors (crc)?
12. (Stinger only) Did you check the attenuation (<63)?
13. (Stinger only) Did you check the noise margin up/dn (>9)?
14. Did they run the IE repair tool (if available)?
15. Does the customer have another browser to test with?
16. Has the customer re-extracted their Winsocks (unsupported by helpdesk)?
17. Has the customer tried to connect with another computer?
18. Have you contacted a mentor?
   
Back to top - General
Slow Speeds
1. Have you asked the customer to powercycle the modem/computer?
2. Did you have them download from Big Files?
3. Did you have the customer run a Trace route?
4. Did you trace route to the customer?
5. Is the PC directly connected to the modem (removing any Hubs, Routers, ect)?
6. Are all the other phone lines, minus the DSL line filtered?
7. Are all the filters connected in the correct direction?
8. Is the phone cord plugged directly into a wall jack, removing any surge protectors and/or splitters?
9. Do they have a firewall/proxy/antivirus installed?
10. (Stinger only) Have you checked the "Physical Statistics" for errors (crc)?
11.(Stinger only) Did you check the attenuation (<63)?
12.(Stinger only) Did you check the noise margin up/dn (>9)?
13. Did you check to make sure the customer is on the 6400?
14. Does the customer have another browser to test with?
15. Has the customer tried to connect with another computer?
16. Has the customer tested the modem at the local office?
17. Has the customer received a replacement modem?
18. Have you contacted a mentor?
   
Back to top - General
Line Noise
1. Have you asked the customer to powercycle the modem?
2. Are all the other phone lines, minus the DSL line filtered?
3. Are all the filters connected in the correct direction?
4. Is the phone cord plugged directly into a wall jack, removing any surge protectors and/or splitters?
5. Is the phone cord securely connected to the modem/wall?
6. Have they tried the modem on another phone jack/line?
7. If the modem is plugged in at the NID, does the noise stop?
8. If the modem is unplugged, does the noise stop?
9. Has the customer tested the modem at the local office?
10. Has the customer received a replacement modem?
11. Have you contacted a mentor?
   
Back to top - General