technicalsupport - dsl
Setup
|
Troubleshooting
|
Equipment
- The support tech will verify the speed you ordered is what our records
show and is what your router is in sync at (SDSL Only).
- The support tech will need the following information from you to determine the cause of your speed inquiry.
- Are you experiencing speed problems at a particular web site?
- What was used to determine your speed?
- Is the speed degradation all the time, or during certain hours?
- How many computers are on the LAN using the DSL line?
- If trace routes show that the problem appears to originate from within our equipment area, the support tech will walk you through
conducting a download from one of our servers in your area to verify your speed and to pinpoint where a problem may be occurring.
- The support tech will also conduct a packet loss test to rule out any other causes of speed degradation.
- If the support tech cannot resolve the problem over the phone, we will make sure all of our equipment is functioning properly and a
trouble ticket with the CLEC will be opened to further diagnose and to resolve the problem.
|
|
