TT Reported Problem – Outage two or more computers.

Tier1 or Tier2 Support:

FAST Discovery:

1. Ask if the Phones are working. If they are not working then consider that the problem is (Internet – Outage All Computers and Phones and Click Here )
2. Ask if all computers have no internet access.
3. Ask if they are on a Split Network.
   • A fast way to discover if its a split network is by asking them if they have two modems. Also you can ask if the computers and the phones are plugged into different jacks on the wall.
     The jacks should be named Voice and Data (indicating a Split Network).

Troubleshooting Steps:

1. Ask the client to find the modem being used on the data side of the network (Hint; it will probably be the modem without the D-Link attached to it)
2. Ask what lights are showing on the modem and take note.
3. Reboot the data side modem and let it come back up. (If it comes back up with red lights call the ISP. Click Here for ISP Numbers )
4. After the modem comes back up and showing no red lights reboot any switch in the network.
5. When the modem has fully come back up and all the lights are indicating the internet connection is back up, reboot all the computers or run an ipconfig /release /renew.
6. Have the client surf on the internet on computers as a test.

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 internet on all the computers.
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 computers to renew IP Addresses on computers.
8. If there is still now internet access move the ticket to Tier3

DEEP Troubleshooting Steps:

1. Ask if the computer is connected to the VoIP phone.
2. Ask if the phones are working. If they are working it’s most likely the computers and phones are separated with a switch on the network.
3. If the phones are not working consider going to (Internet – Outage All Computers and Phones Click Here )
4. If the computer is not connected to the VoIP phone it might be on it’s own circuit and could be connected to a switch that’s malfunctioning. So track the connection back to the router – modem and look for a switch.
5. If you find a switch reboot the switch.
6. When the switch has fully come back up and all the lights are indicating the internet connection is back up, reboot all the computers or run an ipconfig /release /renew.
7. If the computers are still not getting internet at this point move ticket to Tier3.

Further Resources:

Resource – Command Ipconfig – Renewing IP Addresses on Computer

Resources – All Carrier or ISP Phone Numbers for CEG Support

Resource – How to find Community Account Info in Comm Data

DIR-655 Emulator for CEG Support Staff