ADSL2+ Fault

Service Provider Details

Service Provider Name

Service Provider Contact

Service Provider Email

Customer Details

Name

FirstLast

Username

FNN

ADSL Address

Street AddressCityState / Province / RegionZip / Postal CodeCountry

Time Fault started

: HH

MM

Modem Brand/Model

Common Issues

Is the Modem/Router on and connected properly?

Is the Modem set to PPPoE?

Our service requires that the modem be set to PPPoE

Disconnect the modem for 15 seconds, reconnect. Is the connection working?

Does the telephone line have a dial tone?

Has the telephone line details changed at all?

If yes, what changes?

Connect the modem directly to the computer, is the connection working?

Fault type

What type of fault is this?

Line sync fault

Does the dwelling have line splitters/central filters where needed?

Is Foxtel Digital installed?

Is a Back2Base alarm installed?

If no central filter installed, how many phone sockets does the dwelling have?

(If more than “X” a central filter is required)

Has an Isolation test been performed?

Is this an Intermittent fault?

How often does the service drop out?

Do the dropouts occur at any particular time of day?

Do dropouts occurr after a period of being idle?

Does a reset of the equipment provide a temporary fix for the dropout?

Auth fault

Is the modem/router properly configured with the ISP settings?

Are the lights on the modem flashing, steady, or no lights at all?

Modulation type?

Is Interleaving enabled?

Does the end user appear in the auth logs?

Can you ping the WAN IP?

Has a password rest been performed?

Speed/Latency fault

What is the modem syncing at?

Run a speed test, what is the line speed?

Other

Any information you can provide us to assist in the fault finding process

Additional Information