TT Reported Problem – Internet – Slow, 2 or More Computers.

Tier1 or Tier2 Support:

1. Ask does it happen all the time or is it something that just happened.
2. Ask if the computers are connected to WiFi or connected to the physical network (cabled)
3. Ask the client to run a speed test.
   1. If the computers are on WiFi and they are not having issues with the phones. Then, the issue needs to be addressed by ML.
   2. If the computers are on WiFi ask if they are having issues with the phones and if they are having problems with the phones ask them to reboot the Modem/D-Link.
   3. When the network is back up after about two minutes have the client run a speed test again and compare against the first speed test.
4. If the speed test comes back with faster results then resolve ticket.
5. If the speed test comes back with slower or slow results you will need to focus on the Internet connection.
6. Look up the account number in Com Data and call the ISP tech support.
7. Have the tech support look for any issues like WAO.
8. Ask the tech support what the “Downstream Power” number is showing. Ask what are the “Upstream Power” numbers are showing. Ask what the “Signal/Noise Ratio” is showing.
   1. Downstream Power (-15dbmV to +15dbmV) Most modems are rated from -15dB to +15dB, however it’s best to have it between +8dB and -8dB. Anything less or more than that and you may have quality issues.
   2. Upstream Power (37dbmV to 55dbmV) lower this number is, the better. Above 55dB will most likely cause problems, over 57dB and you probably won’t be able to connect. Ideally between 42 and 50dB.
   3. Signal/Noise Ratio (SNR , >30dB) SNR is best over 30, (the higher the better, might work well with as low as 25 at times). Anything less than 25 will cause dropped connections, packet loss, slow transfers, etc.
9. If any of the numbers are not at optimal performance ask the ISP to fix the problem. This might be repaired over the phone but most likely you will need to schedule a tech to go to the site.
10. If a tech visit is required than you will need to schedule the tech visit and inform the client of the date and time by a phone call and an invite email (include the Tier3 in the invite).
11. At this point move the ticket up to Tier3.