This means that there is a physical problem between the CPE and the DSLAM. The symptom is that the WAN link light is off or blinking.
In most cases, a dispatch will be required for a down issue. However, this can also occur if the CPE has been unplugged or is loose in
the DSL jack. Please take the following steps:
- Check the power cable and the DSL line's cable. Be sure both are properly seated.
- Power cycle the router by turning off the power for 1 minute, then turn it back on.
- If the router WAN link light does not turn on green or flashing
amber within 4 minutes, an Access US technician will need to verify
theses steps with you and conduct a COOP test with you and the CLEC.
- If the circuit is SDSL, ADSL, or an all-copper IDSL line, a coop
test will help determine the source of the problem. This involves
having you unplug the router while a test is run, then plugging it
back in.
- Once the results have been deciphered, a dispatch is usually arranged. For a phone company dispatch, access will need to be provided to your MPOE.
For an IW dispatch, a convenient time for you will be arranged.
- If dispatches fail to repair the issue, we will coordinate a vendor meet, in which all parties come together to resolve the problem.
- If a vendor meet fails, Access US will arrange to provision a new
line at no cost to you.
Hope for the best, but be prepared for the worst.
Repairing lines with physical issues can take days. In particular, IDSL
circuits are difficult to debug due to the devices along the line that
can interfere with testing methods. In some of our worst cases, it has
taken weeks to bring a line back up. In cases in which a new line becomes
necessary, plan on three to five weeks. On average, an SDSL line that
is down will take 3 days to bring live, 5 days for an ADSL line, and 6
days for an IDSL line.
