TT Reported Problem – Instructions for a shared
Data/Phone network.

TT Reported Problem – Instructions for a shared Data/Phone network

Tier1 or Tier2 Support:

1. Ask if the computer is connected to the phone.
2. If there is a computer connected to that phone run a speed test at https://www.megapath.com/speedtestplus/ .
3. Focus on the cables.
   1. Are the network cables all twisted together with power cords?
   2. Are the cables running down under the desk where a client’s feet could be jostling them loose?
   3. Is the network cable plugged into a cleared area where there is no pinching on the wall jack or cable?
4. On the computer run a speed test at https://www.megapath.com/speedtestplus/.
5. Start the speed test from a business and if the “Jitter” results come back with a 4ms or higher you will need to call the ISP.
6. Look up the account number in Com Data and call the ISP tech support.
7. Have the tech support look for any issue on the line or modem.
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. If the ISP cannot find any issues you will need to move this ticket to Tier3

NOTES: Very often a computer that is infected by a virus / malware will be saturating the network with heavy traffic. If the phone is not connected to a computer you will need to follow the proceeding steps.