Reported Problem – Internet – Modem, Malfunctioning, Lost Sync, Sync no Surf.

Tier1 or Tier2 Support:

 

Before You Begin:

Look at the pictures bellow for reference.

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. Click Here for ISP Numbers
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. Reboot the computers or release and renew IP Address on computers.
6. Make a test call on phones they will reboot when you reboot the D-Link.
7. Have the client surf on the internet on computers to test for the internet.

Troubleshooting Steps:

1. Call the ISP. Click Here for ISP Numbers
2. Get the Account number from Comm Data Accounts Tab.
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 now internet access move the ticket to Tier3

Resource:

Resource – Equipment – Router Configuration D-Link

Resource – Equipment – Setup a Typical LAN Configuration with 8X8 Phones