Work
Connectivity Steps
1. pull up UDI
2. Check for Outages
3. Check Modem Lights
4. Check Physical Connection (cables, Routers, etc.)
5. Powercycle -30 seconds
6. Recheck Modem Lights
7. Check LAN Status-enable or Assigned by UDI —>>>services.msc (DNS and DHCP)
8. Check IP Address
9. Release/Renew IP
10. Check Device Manager for splats (X, !, ?)
11 Reinstall Nic
12Renew IP, check for errors
13 Check for security software
14 Browsing/surf= T/S
Connectivity
Relationship:
OS:
Modem:
Router:
Digital Phone
No. of PC’s
Type of Connection (wired/wireless)
Troubleshooting steps taken before calling
Last time the Customer is Online
Error Message
Results in UDI:
For E-mail
OS
Webmail or Client :
Email address:
Error Message
When was the last time it worked correctly
firewall
Verify that customer is connected and browsing
============
Slow Browsing
OS:
Modem
Router
Digital Phone
No. of PC’s
Type of Connection (wired/wireless)
Troubleshooting steps taken before calling us
How frequent does the customer experience the issue
Is there specific time of day that the connection drops
Is there any particular time of the day that customer notice that the connection is slow
speed test result
browser
results in udi
====
Intermittent Connection
OS:
Modem
Router
Digital Phone
No. of PC’s
Type of Connection (wired/wireless)
Troubleshooting steps taken before calling us
How frequent does the customer experience the issue
Is there specific time of day that the connection drops
Status of the modem lights when you’re not connected
results in udi
===
Browser Issue
OS
Browser
Type of Issue (unable to open secure websites, unable to play music, unable to play video
Trouble shooting seteps taken before calling us
Firewall:
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