Basic ADSL troubleshooting steps

Capped adsl solution.

Slow browsing(symptoms)

1.over utilisation
2.DNS related (provide static DNS server addresse's)
3.capped(soft cap), the client will still be able to browse locally.
4.Increased latency coming from IS, this notifications get passed onto Gamco tech support.

A saix account, once capped will mean that the client will not be able to browse locally or internationally
as this account is a hard capped account.

No connectivity (ISDSL CAPPED ACCOUNTS)
(use the following steps to troubleshoot)

1.The most important thing to check for when a client has no connectivity is to log onto www.isdsl.net and
to check their adsl account to see if there is an active session.
If there is no active sessions running check the following:

1. is the router turned on
2. make sure the clients PC is physically connected to the router via an ethernet cable, USB cable, or with an
active wireless connection, provided the router supports wireless capability.
3. to ensure if the DSL line is working fine the dsl link on the router should be green and steady
4. Another important point is to check the clients account status. Make sure the clients account is not suspended.
If the account is suspended, liase with our accounts department to find out why the account is suspended
5. Check the router settings and make sure that the username and password and other setting are all correct.
If the username and password is saved propely onto the router then the PPP or Internet light will be on and
steady.
6. If you checked all of the above and the client still cannot connect then Give telkom a call and get them to
reset the port, restart the services on the line, and also th refresh the line. get the client to reboot the
router and let them test the connection again
7. If telkom finds the line faulty, log it on Uniweb and track it with the Telkom ref number.
8. the best troubleshooting step to check for is to test the router, you can run a diagnostics test, routers
are volitile to lightning, and once blown by lightning, the router can malfunction in various ways, either the
Ethernet port could be blown or the adsl port could be blown.
9. also make sure that the adsl line is clipped in propely into the router

10 THIS IS THE MOST IMPORTANT PROBLEM ON THE ADSL ENVIRONMENT. FLAPPING AFFECTS THE ADSL ENVIRONMENT MAJORLY, AND IS
CAUSED BY EMI (ELECTRMAGNETIC INTERFERENCE). THIS CAUSES YOUR CONNECTION TO BE INTERMITTENT, MEANING IT CONNECTS,
AND DROPS THE CONNECTION, AND THEN RE-CONNECTS. THIS AFFECTS YOUR E-MAIL AS WELL, BECAUSE IF YOUR INTRNET CONNECTION
IS FLAPPING THEN THE E-MAIL WILL NOT WORK.
11. you can also log a call with IS to test the ISDSL adsl account on 1 of their test routers.
12. If you have a good understaning of TCPIP you can assist the client in re-setting the TCPIP protocol, and also flush
the DNS
13. always make sure that you update the client regulaly if you are awaiting feedback from IS, send them a mail from the
ticket system, and always attach the SR number to the ticket ID

ISDSL UNCAPPED ACCOUNTS

1. Uncapped accounts work with tresholds, if the client calls in and is complaining about speed issues, firstly check
to see if the client is not rate limited, if the client is rate limited explain them the procedure of how rate limiting
works, and how tresholds work
2. Should the client still be quering slow speeds, get them to unplug all devices from the router and do a speedtest
with just one device plugged directly into the router, and foward the speedtest results to IS to review.
3. check to ensure that all pc's attached to the router have been scanned for viruses, and also make sure that there is no
downloads/torrents running in the background with could cause over utilsation on the line.

BUSINESS ADSL (TROUBLESHOOTING STEPS)

1. business adsl basic troubleshooting can be by a gamco technical support agent. Please check check for the following before
logging a call with Internet Solutions
Get the client to reboot the business adsl router.
Check which lights are flashing on the router, if the dsl light is green then there is a problem on the router or line.
IS will then test the router and provide gamco with test results, during this time keep the client updated, and let them know IS
is attending to their query

2. please follow basic troubleshooting, and then you can go ahead and log the call with IS to test.
3. always hve the router IP, line tag, and circuit number on hand when loggging a SR with IS. this makes it easier for them and
saves time, as business adsl clients cannot afford alot of downtime.
4. IS will then provide stats, which in turn you can discuss with the client, if it is a telkom fault on the line, IS will log a fault
for a telkom team to test. Ensure to keep the client updated via a phonecall and the ticket system.