Re: I know they said there would be difficulties....
- From: Jaimie Vandenbergh <jaimie@xxxxxxxxxxxxxxxxxxxxx>
- Date: Sun, 23 Apr 2006 16:53:18 GMT
On Sun, 23 Apr 2006 16:36:03 +0100, hairy.biker@xxxxxxxxx (Andy
Hewitt) wrote:
Is this Eclipse, or BT?
BT. It's only after connection completes (when PPP is up) that Eclipse
get involved.
Have you had a check to make sure your hardware is IPstream Max aware?
The only way to open a ticket with BT is via your ISP, so get in
there. It helps if your router has a log that you can extract and send
to them.
I've been doing this over the last few days, my home ADSL keeps
falling over and then failing to get to the CHAP stage, for hours
sometimes. Zen - after a false start of a canned response from 1st
line support - are treating me as if I'm vaguely competent and have
raised a BT ticket.
In fact, this might be useful to you: It's the ticket that Zen has to
fill in to raise a fault with BT. Support sent me it half filled in, I
filled in the rest.
==8<==
Fault Type:
01. Is the telephone service working ok (any noise noticable)?
02. Is there an alarm system on the property which utilises the phone
line?
03. What type is the users Master Socket (NTE5, SSFP...)?
04. Has the end user agreed to connect to the Test Socket if available
or unplug all non DSL equipment for fault duration (give details if
not)?
05. Describe the setup (Include details of Filters, patch panels,
extensions and the line up to the router):
06. Have you confirmed with the end user that the power is going to be
switched on for fault duration?
07. Confirm that alternative filters have been tested, were these a
different make?
08. Has the end user's modem/router been factory reset and/or drivers
reinstalled?
09. What make/model is the router/modem?
10. Did Zen Supply the Router/Modem? If yes, what firmware version are
they using?
11. Has Alternative equipment been tested? What make model was this?
12. Has this ever worked properly (On This Line)?
13. - If Yes, When was the service last working fully? (Date and Time)
14. - When did the end user first notice there was a problem?
15. Does the fault happen at a particular time? (Evenings or
Weekends?)
16. - If so has the end user investigated central heating or other
17. Is the line losing sync or just dropping PPP?
18. Describe how often is it dropping/reconnecting and how long it
stays up?
19. Do our logs confirm this?
20. Does a router reboot bring it back up or does it come back on it's
own?
21. Do any activities from the end user contribute to the connection
dropping (gaming, heavy downloads/uploads, phone ringing)?
22. Is the session actually disconnecting (requiring EU to login
again), or is it degrading to almost nothing (session stays up, but
hardly usable)?
23. Does the EU use any other protocols and applications other than
Web-browser, email and FTP?
24. Has the EU got anything unusual connected to their PC besides the
modem/router?
25. What are the results of a one-shot woosh test
(pass/inconclusive/fail)?
26. Any recent PEW's/MSO's showing in woosh?
27. What are the line noise levels (xDSL Status Check)?
28. Does wooshing the phone number return the same CBUK as Zebra and
e.Co?
29. Has the customer been informed of the possibility of a BT charge?
==8<==
Love the last one. Good old BT.
Cheers - Jaimie
--
"The answer to the second question," said Merry, "is that we could get off
in an hour. I have prepared practically everything. There are six ponies
in the stable across the fields." -- J R R Tolkien
.
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