These are notes for an Intranet HTML-based manual I was writing for 1st level tech support, back when DSL support was added to their duties.

DSL Support Calls

Symptoms: “My DSL connection is down. I can’t get my email or browse the Internet.”

1. Have the customer ping one of our DNS servers. Do they get a reply?
No, there is no reply? Go to 2.
Yes, there is a reply? Go to 5.

2. What type of DSL connection does the customer have?
It’s a Tut or PairGain DSL modem?.. Go to 3.
It’s a ReachDSL? Go to 4.

3. Look up the customer’s IP in Networks. Ping their gateway. Do you get a reply?
Yes, I get a reply? Go to 5.
No, I don’t get a reply? Notify your supervisor and go to 7.

4. Have the customer locate and examine their modem. Are all the correct lights on?
Yes, they’re all on and everything looks swell?. Go to 8.
No, they’re not on? Have the customer re-power their modem. Go to 5 if the connection is not restored.

5. Check and correct the customer’s LAN settings. Make sure their applications are set to use their LAN and not a dial-up or other connection. Does this solve the problem?
Yes, now they can use their connection? End the call.
No, there were no changes, or, this didn’t fix it? Go to 6.

6. Tell the customer that the connection appears to be up and proceed with the following network-troubleshooting questions:
a. Are others in your home/office experiencing problems?
-Yes? Proceed to d.
-No (or not applicable)?Proceed to b.
b. Have you rebooted your computer lately?
-Yes? Proceed to c.
-No? Have them reboot and continue troubleshooting.
c. Do you have a link light on your NIC card?
-Yes? Proceed to d.
-No? Check cabling, proceed to e.
d. Do you have a firewall?
-Yes? Reboot the firewall and continue troubleshooting.
-No? Proceed to e.
e. Do you have a link light on your hub, if there is one?
-Yes? Proceed to f.
-No? Suggest they check cables between modem, hub, and computer.
f. Do you have a link light on your modem?
-Yes? Continue troubleshooting.
-No? Check cabling and re-power the modem.

Did one or more of these steps solve the problem?
Yes?.. The problem was in the customer’s computer or network. Complete the call.
No?.. Go to 7 (PairGain, Tut) or go to 8 (ReachDSL).

If you have completed this step twice, explain to the customer that the problem is in their network. If they are unsatisfied, send the call to Level 2.

7. Ask the customer to locate and examine their PairGain or Tut modem. Are all the lights lit?
All lights appear normal and I can ping it?.. Go to 5.
All lights appear normal and I can’t ping it….. Have the customer re-power their modem.
If there are amber warning lights lit?.. Have the customer re-power their modem.

Does this solve the problem?
Yes?. The modem was off or needed to be reset. Complete the call.
No?.. Go to 9.

8. Login to the ReachDSL Web Interface or telnet into the appropriate DSLAM. Is the circuit is operating correctly?
Yes? Go to 5.
No? Notify Level 2 that the circuit is down and end the call.

9. Have the customer describe the modem lights to you. Does it appear in any way that the line is down, or that the modems are unable to sync?
Yes, it appears the line is down? Send the call to Level 2.
No, the line is just fine? Repeat network troubleshooting, go to 5.

How to check Windows LAN Settings for PairGain or Tut Modems (ADSL or SDSL):

1. Right-click on Network Neighborhood.
2. Left-click on Properties.
3. Scroll down to the TCP/IP entry for the computer’s Ethernet card.
4. If there’s a firewall, the IP Address tab should be set to “obtain automatically.”
If there’s no firewall and the modem is set up as a bridge (rather than a firewall or router), the IP Address tab should have an IP and a subnet mask entered.
5. Verify the DNS are correct.
6. Verify the gateway is correct.

Note: network information (WAN and LAN IP addresses) for individual DSL customers is available in the document called ‘Networks’.

How to check Windows LAN Settings for ReachDSL:

1. Right-click on Network Neighborhood.
2. Left-click on Properties.
3. Scroll down to the TCP/IP entry for the computer’s ethernet card.
4. The IP Address tab should be set to “obtain automatically.”
5. Verify the DNS are correct.
6. Verify the gateway is blank.