(Please Delete)

Kelticfox

Can someone please get this Stickied ASAP? (And it's still a work in progress)

This is a guide of what to do BEFORE you call Technical Support for any ISP (Written by an ISP Ex-Engineer) as these are the basic checks every ISP will get you to complete before they touch it (Thus saving you all that wasted time on hold waiting to be connected to a Tech Support Monkey).

Whats that I hear you ask? How do I look as the tests when my Broadband isnt working?
Answer: Goto your browser and select "Make Page Avaliable Offline". This will then save it on your computer to view when every you need it.


I'll also start with a Geek into Normal Dictionary.
Because I'll inadvertantly refer to the terms by their technical names just check here for the meaning.


ADSL (Assymetrical Digital Subscriber Line) - Broadband

Microfilter - A wee white box that plugs into your phone socket (This splits the Phone & ADSL Signals)

PSTN (Public Switching Telephone Network) - Phone Line System

Master Socket - This is the Primary Socket on the premises. Looks different to a normal socket as it has TWO portions.
The lower portion has the actual socket in it.

Test Socket - This is BEHIND the faceplate of the Master Socket
(Undo the 2 screws and pull the faceplate off and in the bottom right corner you will find another phone socket).

You have to use this for testing because it removes all the extensions (and equipment connected to those sockets) from the equation. This is where a BT Engineer will always test from as well (as BT are responsible for your line upto this point).

IP Address (Internet Protocol Address) - This is the address of your computer in the 'Machine Language'
An IP address look like 192.168.0.1

DNS Server (Domain Name Server) - Computers don't understand www.google.com (and average joe can't remember the IP's for all the sites they look at) so what it does is refer to a huge database to see what IP Address www.google.com relates to (in this case 64.233.183.99). Your computer then connects to the IP address but displays the Domain Name.

IPStream - A completely BT System. This is their Fixed Rate Service (256kbps, 576kbps, 1Mbps, 2Mbps Fixed Rate.)

IPStream Max - A Completely BT System. This is their Upto 8Mb Service (Also called Rate Adaptive)

DataStream - 1/2 BT & 1/2 ISP. It connects to the BT Equipment at the exchange but the speeds you download at are controlled by the ISP (called the Backhaul)

LLU (Local Loop Unbundling) - You are completely connected to your ISP's equipment.

Sync Speed - The speed you connect to the exchange at

Throughput Speed - The speed you download at. This will fluctuate through the day and where you download from

Mbps (Megabit Per Second) - One of the units of measurement that your broadband is judged in. 1Mbps = 1024kbps

Kbps (Kilobit per second) - See Mbps.



Also note that if your problem requires an engineer visit it will ALWAYS be from BT (BT Openreach).
Even if you are connected to LLU Equipment you will still get a visit from BT OpenReach engineer.

ALWAYS ASK FOR I.D. AT THE DOOR



To make it easier to identify your problem and which tests you need to do I have posted a problem per reply.
The Problem Type can be found in the title of the reply.

espresso

Kelticfox wrote: »

Can someone please get this Stickied ASAP?

This is a guide of what to do BEFORE you call Technical Support for any ISP as these are the basic checks every ISP will get you to complete before they touch it (Thus saving you all that wasted time on hold waiting to be connected to a Tech Support Monkey).

Whats that I hear you ask? How do I look as the tests when my Broadband isnt working?
Answer: Goto your browser and select "Make Page Avaliable Offline". This will then save it on your computer to view when every you need it.



I'll also start with a Geek into Normal Dictionary.

ADSL (Assymetrical Digital Subscriber Line) - Broadband

Microfilter - A wee white box that plugs into your phone socket (This splits the Phone & ADSL Signals)

PSTN (Public Switching Telephone Network) - Phone Line System

Master Socket - This is the Primary Socket on the premises. Looks different to a normal socket as it has TWO portions. The lower portion has the actual socket in it.

Test Socket - This is BEHIND the faceplate of the Master Socket (Undo the screws and pull the faceplate off)

IPStream - A completely BT System. This is their Fixed Rate Service (256, 576, 1Mb, 2Mb Fixed Rate.)

IPStream Max - A Completely BT System. This is their Upto 8Mb Service (Also called Rate Adaptive)

DataStream - 1/2 BT & 1/2 ISP. It connects to the BT Equipment at the exchange but the speeds you download at are controlled by the ISP (Called the Backhaul)

LLU (Local Loop Unbundling) - You are completely connected to your ISP's equipment.


Also note that if your problem requires an engineer visit it will ALWAYS be from BT (BT Openreach). Even if you are connected to LLU Equipment you will still get a visit from BT OpenReach engineer.

ALWAYS ASK FOR I.D. AT THE DOOR

I can't see anything in this post that warrants it being a Sticky! If users want to know what ADSL is for instance, they can use Google

Kelticfox

Goto your router or modem and look at the DSL Light
(Sometimes called ADSL Light, Sync Light or a 'Candle on a plate' icon on Netgear Routers).

Is it ON, OFF OR FLASHING? (If its Off make sure it's completely off and and never flashes).
You will be asked this (Or should be).

ON - Connected to the exchange correctly
OFF - There is no ADSL Signal being received from the Exchange
FLASHING - There is an ADSL Signal being received and your Router/Modem is trying to connect.

If your Sync Light is ON:
Check your router config is correct. You will need to connect to your router for this.

Open your Web browser (Internet Explorer, Firefox, Safari etc) and goto your address bar.
See Here for a PDF of the default IP address, Username & Password of your router.

Assuming you havent changed from the defaults type the IP address into the address bar (and then the Username/Password when prompted).

This will allow entry into your router config.

You may need to look around a wee bit, but look for your username and password. Ensure the Username & Password provided by your ISP are entered and correct (I always advised customers that they re-enter to make sure). THESE ARE CASE SENSITIVE.

If your Sync Light is OFF or FLASHING (or your Sync Light is ON and you have done tests above):

1. Connect your Microfilter & Router to the Test Socket.
If it works then you have internal wiring issue (Which you are responsible for).

If it still doesn't work...

2. Try alternative Microfilter (Whilst connected to the Test Socket).
If you Microfilter has failed this can stop you connecting to the exchange.

If this still doesn't work...

3. Try alternative Router (Whilst connected to the Test Socket).
This rules out your router as the cause. It doesnt happen often but I have seen routers prevent a customer from connecting. I understand not everyone has a spare router or modem lying around but BORROW one from a friend, collegeue or even work. You only need to check if the Sync Light comes on.

NOTE THE BRAND AND MODEL NUMBER OF THE ROUTERS YOU TESTED WITH.


Congratulations. You have just saved yourself 30 minutes of hold music and the frustration of speaking to a script reading monkey.

You also have completed Customer Premises Equipment checks and thus excluded yourself from a £150 Call Out charge levied by BT (If it is 'proved' to be your equipment)

Kelticfox

espresso wrote: »

I can't see anything in this post that warrants it being a Sticky! If users want to know what ADSL is for instance, they can use Google

It's not finished yet.......

Edinburghlass_2

http://forums.moneysavingexpert.com/showthread.html?t=121274

DatabaseError

you forgot to explain what the test socket is, and how to access it, before suggesting people use it. never overestimate the understanding of your audience, perhaps include kitz or [url=http://www.dslzoneuk.net/adsl_line_stats.phpdslzoneuk's[/url] routerstats discovery pages? or is that for next time?

Kelticfox

First check how you are connected to the Internet (See above)

At this stage you will have to make assumptions based on a quick test. Only the Tech Support can confirm how you are actually connected.

Goto http://www.samknows.com/broadband/search.php and put in your Postcode.
The results will show your exchange and what services you have available (IPStream, DataStream or LLU). This will let you guess who is reponsible for your Speeds (BT or ISP)

You will have to ask the Tech Support when you call them.

If you want to know if you are LLU then check "LLU operator presence"
If your ISP is listed its safe to assume that you are on their LLU Equipment (Proceed to Part A).
If your ISP is not listed then you will be on BT's Equipment (Proceed to Part


PART A - ISP LLU EQUIPMENT

Take you connection to the basics - Plug your Microfilter & Router into the test socket (Removing your internal wiring as an issue)

Goto http://www.thinkbroadband.com/speedtest.html and run a speedtest and record the results. Run this test 3 more times over 24 hours (try to leave 6 hours gap between each test if possible). This will give an accurate assessment of the patterns.
Your Tech Support should ask you to do this anyway.

Have the result ready when you call the Tech Support Team. When you call the Tech Support people also ask them to check that you are on your correct B-RAS Profile (as this may be the cause of your problem). They will understand.


PART B - BT EQUIPMENT

Take you connection to the basics - Plug your Microfilter & Router into the test socket (Removing your internal wiring as an issue)

To run a BT Speedtest goto http://speedtester.bt.com and enter your telephone number. After a period of time, the Speedtest will ask you for your username details. Enter your full username and the test will proceed.

After a few minutes you will be presented with your results. It can take a wee while to run, but don't panic it just how the test runs in the background.

In order to be most effective you will need to run a series of speedtests. Most ISP's accept 3 as a valid minimum. I personally suggest 09:00, 13:00 and 17:30 as good times to run speedtests. If you can provide additional speedtests, that would make our analysis more accurate.

Your Tech Support should ask you to do this anyway.

You technically don't have to record the results as they are stored in BT Systems (Ask your Tech Support Team to run a PTTR Test so they can pull up your results), however I personally advise you do store them for your benefit.

YOU HAVE TO USE BT SPEEDTESTER. BT only accept these results unless their system is down.

espresso

Al_Mac wrote: »

Do you realise this is far to complicated.

And when forum users have a problem, they expect an answer to their specific problem and do not want to wade though pages and pages of irrelevant checks!

Kelticfox

Al_Mac wrote: »

Do you realise this is far to complicated.

Explain to me why it is complicated and will try to simplify it.

I was trying to make a guide so pple will save both time and money and eliminate a lot of stress.



Instead of trolling how about you help? (Or as my Grandfather says "If you can't say anything nice, then say nothing at all)

Kelticfox

Al_Mac wrote: »

As expresso says.

*sigh*

These tests are exactly what an ISP will ask you to do. That I guarentee.

Advice on specific problems are fine but as an Engineer for an ISP 70% of my daily calls were exactly the same where I was asking customers to run these tests.

You can either run them now or later.

espresso

Kelticfox wrote: »

as an Engineer for an ISP 70% of my daily calls were exactly the same where I was asking customers to run these tests.

So you were, to use your words "a Tech Support Monkey"