TT – Internet – Internet and Landline Phone Outage Intermittent, All

  • Created:
  • / Author: Peter Cockram

Internet – Internet and Landline Phone Outage (Intermittent, All)

TT Reported Problem – Instructions for a shared Data/Phone network
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Tier1 or Tier2 Support:

1. Ask if there are two separate modems (Split Network)
2. Reboot the modem and let it come back up. If it comes back up with red lights call the ISP.
3. After the modem comes back up reboot the router.
4. Ask if the globe is lit on the D-Link, also ask what color the lights are (Green Lights are the C Model D-Link / Blue lights are the B Model D-Link).
5. When the globe is lit reboot all the computers and you might need to reboot the phones as well.
6. Wait for about 2 minutes for the network to hand out IP Address through DHCP.
7. Release and Renew IP Address on computers.
8. Make a test call on phones.
9. Have the client surf on the internet on computers.

If that doesn’t work follow these steps:

1. Call the ISP
2. Get the Account number from Comm Data
3. Have the ISP check the modem.
4. If the ISP can repair the modem, call the client and check the phones and internet.
5. If the ISP cannot repair the problem over the phone make arrangements for the ISP to send out a technician to replace the modem and check the wiring. Ask the ISP to call CEG when the tech arrives.
6. Ask the tech from the ISP to describe issue and put it in notes.
7. Call the client and check for the internet on phones and computers. You might need to reboot phones and release and renew IP Addresses on computers.

The follow through steps:

1. Once you have the internet service running on the network again ask your client to do a search on Google for “what is my IP Address”
2. Ask the client to tell you the IP Address at the top of the page.
3. Now add the IP Address into the Up Time Robot (UTR) Click Here for instructions on how to enter an account into Up Time Robot (UTR).
4. Now go to your Outlook and make a rule to look for an email with the IP Address you entered into Up Time Robot. Make the rule notify you if that email comes in to your inbox; use a sound warning.
5. Keep ticket open for at least 7 business days.
6. If email alerts you about that IP Address going down call the client on the regular office phone (this will let you discover if the network is still down). If the network is still down call on the CM cell number.
7. Explain to the client that you are contacting the ISP and will be working on getting the internet back up as soon as possible.
8. Before you call the ISP tend to the UTR
a. If they have a static IP Address keep the account in UTR
b. If they do not have a static IP Address remove the account from UTR because it will change after the internet comes back on line, call the ISP.
Follow these steps:
1. Call the ISP
2. Get the Account number from ticket
3. Have the ISP check the modem.
4. If the ISP can repair the modem, call the client and check the phones and internet.
5. If the ISP cannot repair the problem over the phone make arrangements for the ISP to send out a technician to replace the modem and check the wiring. Ask the ISP to call CEG when the tech arrives.
6. Ask the tech from the ISP to describe issue and put it in notes.
7. Call the client and check for the internet on phones and computers. You might need to reboot phones and release and renew IP Addresses on computers.

This issue needs to move to Tier3