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ADSL Fault Troubleshooting Check Lists

Before you log any fault it is important to go through proper troubleshooting to rule out any possible CPE (Customer Premise Equipment) Faults.

If a upstream technician attends to site to resolve a fault and the issue is found to be inside the customers premises or caused by there equipment, an incorrect callout fee of will be charged.

No Sync

Also called :No Carrier Detect, ADSL Light off on Modem

If a customer has No Sync it indicated that there is a physical issue between the customers modem and the exchange. This issue could be interference a poor connection or break. It could also be a faulty modem or port.

The standard troubleshooting for a No Sync Fault is as follows.

1. Power cycle the modem
2. Isolate the line - Remove every device that plugs into any phone socket, by doing this it removes any chance of incorrectly filtered / damaged devices causing interference.
3. Try with a different phone cable - This is to test if the phone cable connecting the modem to the wall socket is damaged.
4. Try at a different phone socket - to rule out any possible internal wiring issues.
5. Factory reset the modem Only do so if it is possible to reconfigure the service easily) Do not do this if the customer has any custom settings etc. VoIP Wireless port forwarding etc) this is to make sure the modem hasn't locked up
6. Test the modem at another location or try with a different modem

No Auth

Also called : No Comms, Timeouts, Internet light off on Modem

If a customer has No Comms it indicates that there is a programming related issue. This could be caused by incorrect configuration in the CPE, A change of username or password or possibly a backhaul/port issue.

The standard troubleshooting for a No Comms fault is as follows.

1. Power cycle the Modem
2. Check your Radius Logs or look in the portal for Auth attempts
3. Log into the modem and check configuration is correct.
4. Change Modulation from PPPoA<->PPPoE
5. Test service with an alternative username
6. Try another modem or test the connection in bridge mode (dialer on the PC)

Dropouts

Also called: intermittent sync, intermittent auth

Dropouts are where the customer's connection repeatedly connects and disconnects throughout the day. On a working ADSL connection one to three dropouts are not unexpected; the modem should reconnect within one to two minutes of dropping out. Disconnections can often be caused by interference to the ADSL signal, an incorrectly setup modem, or an application flooding the connection to the internet.

Sync Dropouts (Physical)

Sync dropouts are where the customers modem is not only dropping authentication but also dropping sync. this type of dropout is usually caused by faulty or badly filtered phone equipment or a possible faulty modem. the troubleshooting is similar to no sync

The standard troubleshooting for a Sync Dropout Fault is as follows.

1. Power cycle the modem
2. Isolate the line - Remove every device that plugs into any phone socket, by doing this it removes any chance of incorrectly filtered / damaged devices causing interference.
3. Try with a different phone cable - This is to test if the phone cable connecting the modem to the wall socket is damaged.
4. Try at a different phone socket - To rule out any possible internal wiring issues.
5. Factory reset the modem - (Only do so if it is possible to reconfigure the service easily) Do not do this if the customer has any custom settings etc. VoIP Wireless port forwarding etc) this is to make sure the modem hasn't locked up
6. Test the modem at another location or try with a different modem
7. Check for patterns - Could indicate a device is causing the dropouts
8. What are the customers sync rates and do they change when the line is isolated - If they change it could indicate an issue with the internal wiring or other equipment

Auth Dropouts

Also called: Programming Dropouts, Torrent bounces

Auth dropouts are where the customers modem is losing authentication but does not lose sync. This type of dropout is usually caused by a faulty modem or over utilization of the connection by allowing to many simultaneous connections (ie torrent based downloads can cause auth dropouts)

If this occurs a good way of checking if it is caused by over utilization is to unplug any network devices from the modem and get the customer to check radius to see if they continue to dropout.

Speed Faults

Where to start

Before processing to far with a sped fault its important to check all the basics before proceeding:

Is the customer shaped?

Are they having any dropouts in radius

Do they have high usage (indicating background programs)

What is the actual speed they are receiving? Is it within allowable limits of the product?

Once you have checked these things you can figure out what the cause of the problem is. The first task is to find out if the problem is a physical issue (Low Sync Speeds) or if it is a throughput issue.

Troubleshooting a Physical issue

if a members sync rates are low or poor this indicates that there is a physical line issue. The troubleshooting for this is quite simple and can generally be done in one sitting.

1. Power cycle the modem 
2. Isolate the line - Remove every device that plugs into any phone socket, by doing this it removes any chance of incorrectly filtered / damaged devices causing interference.
3. Try with a different phone cable - This is to test if the phone cable connecting the modem to the wall socket is damaged.
4. Try at a different phone socket - To rule out any possible internal wiring issues.
5. Factory reset the modem - Only do so if it is possible to reconfigure the service easily. Do not do this if the customer has any custom settings etc. VoIP Wireless port forwarding etc, this is to make sure the modem hasn't locked up
6. Test the modem at another location or try with a different modem
7. Troubleshooting throughput issues. 

Troubleshooting a throughput issue

If a member is experiencing throughput related issues you should suspect that the issue is between the PC and the modem. It is very unlikely to be and issue with the line to the exchange. It could be an issue from the exchange backhaul

however this generally is not the case as it will normally affect a large volume of customers.

Isolating the network to 1 PC (in case a 2nd computer is over-utilizing the connection)

1. Check for Download Managers or Torrent Managers running in the background - could be over-utilizing the connection 
2. Turn off any Antivirus programs - Could be interfering with the connection
3. If you are having issues turning off any of the above programs you can run the computer in Safe Mode
4. Once this has been done retest the service to check if there are any improvements. If the customer is still having problems then the next steps to try are:
   1. Perform a winsock reset 
   2. Perform tracert to eftel.com, optus.com and google.com (record the results)
   3. Test a different modem if possible
   4. Test a different PC if possible
   5. Once this has been done you can lodge a fault as per normal. Make sure your notes are clear and include as much information about the issues as possible. This is required so we can try to find where the issue lies.