Reported Problem – Internet – Outage All Computers and Phones
TT Reported Problem – Instructions for a shared Data/Phone network
Tier1 or Tier2 Support:
FAST Discovery:
1. Ask what lights are showing on the modem and take note.
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 showing no red lights; reboot the router (D-Link).
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 phones.
6. Wait for the correct time and date to show on the phones interface screen.
7. Reboot the computers or release and renew IP Address on computers. Resource – Command Ipconfig – Renewing IP Addresses on Computer
8. Make a test call on phones.
9. Have the client surf on the internet on computers.
Troubleshooting Steps:
1. Call the ISP. Resources – All Carrier or ISP Phone Numbers for CEG Support
2. Get the Account number from Comm Data Accounts Tab. Resource – How to find Community Account Info in Comm Data
3. Have the ISP check the modem.
4. If the ISP can repair the modem, call the client and test 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 test the internet on phones and computers. You might need to reboot phones and release and renew IP Addresses on computers.
8. If there is still no internet access move the ticket to Tier3
Further Resources:
Resource – Command Ipconfig – Renewing IP Addresses on Computer
Resources – All Carrier or ISP Phone Numbers for CEG Support