LANDLINE

ADSL/INTERNET

Fault Diagnosis Guide

What is cx’s complaint?

DSL Fault Diagnosis

• Can’t connect to the internet• Slow internet• Internet cuts in and out

Please have cx disconnect the modem from the telephone wire and connect a

handset to it to replace the modem.

Is there a dial tone when the cx picks up?

YES NO

DSL Fault Diagnosis

Does cx hear crackling/static noise?

YES NO

DSL Fault Diagnosis

This is a line problem. Please LODGE A FAULT about NO DIAL TONE for the

affected phone line.

DSL Fault Diagnosis

This is a line problem. Please LODGE A FAULT about Crackling/Noisy line for the

affected phone line.

DSL Fault Diagnosis

Please have cx do a speed test on this website:http://speedtest.aapt.com.au

Do it for 3 times in 5 minute intervals. Get the speeds for each test and then LODGE A FAULT

DSL Fault Diagnosis

Please have cx do an isolation test:

DSL Fault >> Can’t Connect

1. Start by unplugging everything you can around your premises from thephone line your broadband is connected to.

2. Once you’ve unplugged everything, connect your modem directly intothe telephone wall sockets using a telephone cable no longer than acouple of meters in length. Give it a few minutes to synchronize (SteadyDSL Light). The modem does not need to be plugged into a computer atthis point if you’re testing a loss of synchronization, but you should keepit plugged into your computer if you’re testing speed problems.

3. If the modem still hasn’t synchronized (Flashing DSL Light) after a fewminutes, connect a telephone to that socket and make sure that the wallsocket you’re using has dial tone. Also you may wish to try alternativetelephone sockets.

Is modem now in synch? YES NO

Please have cx check the color of the INTERNET light of the modem.

DSL Fault >> Can’t Connect

RED

GREEN

DSL Fault >> Can’t Connect

Please have cx check the following:• Check wires to/from computer and

modem if intact, properly and securely connected.

• Test with alternate computer.

Is the problem fixed?

YES NO

PPPOE username and password setup on the cx’s modem is INCORRECT. Please assist cx

setting up the modem using the ADSL SETUP GUIDE.

The PPPOE username and password can be found in cx’s Utilibill Account >> Services >>

Internet Services.

DSL Fault >> Can’t Connect

Is problem fixed? YES NO

PPPOE username and password setup on the cx’s modem is INCORRECT. Please assist cx

setting up the modem using the ADSL SETUP GUIDE.

The PPPOE username and password can be found in cx’s Utilibill Account >> Services >>

Internet Services.

DSL Fault >> Can’t Connect

Is problem fixed? YES NO

What is cx’s complaint?

Landline Fault Diagnosis

• No dial tone• Can’t call out• Can’t receive calls• Hears static/crackling noise when

on the phone• Calls drop out

Landline Fault >> Calls Drop

Please have cx check the following:• Check telephone wires if intact• Test with alternate handset

Is the problem fixed?

YES NO

Landline Fault >> Noise

Please have cx check the following:• Check telephone wires if intact• Test with alternate handset

Is the problem fixed?

YES NO

Landline Fault >> Can’t Receive Calls

Does cx hear a tone when picking up the phone?

YES NO

Landline Fault >> Can’t Receive Calls

Please have cx check the handset if the ringer is off. Then test by calling the number.

Is problem fixed?

YES NO

Landline Fault >> Can’t Receive Calls

Please have cx do a CLI Test:• Have customer call 12722123 and confirm

that the number read back is the correct number.

• If a number is not read back and an error is given, please ensure exact wording of the error is noted.

GET COMPLETE DETAILS THEN LODGE A FAULT

Landline Fault >> Can’t Call Out

Does cx hear a tone when picking up the phone?

YES NO

Landline Fault >> Can’t Call Out

Go to cx’s Utilibill Account >> Payment >> Payment History.

Are there any unpaid balances from the previous months?

YES NO

Outgoing calls has been disabled for the account due to non payment.

Please get FULL PAYMENT from cx. Outgoing calls will only be reactivated ONCE FULL PAYMENT IS RECEIVED. Activation will take 24hrs.

END

Landline Fault >> Can’t Call Out

Landline Fault >> Can’t Call Out

Please have cx check the following:• Check telephone wires if intact• Test with alternate handset

Is the problem fixed?

YES NO

Please have cx do an isolation test:

Landline Fault >> No Dial Tone

1. Remove all equipment from your phone line, this includes anything that shares your phoneline. If you have multiple telephone lines coming into your premises, you can leave anyequipment on alternate lines plugged in.

2. Leave everything unplugged for at least 10 minutes. The reason you need to do this isbecause the exchange will protect itself from faulty equipment by switching your dial toneoff. The exchange checks every ten minutes or so to see if the faulty equipment is stillthere, and if the problem’s gone away it switches your dial tone back on.

3. Connect a single telephone to one of your sockets with a short piece of cable, pick up thereceiver and check for a dial tone. If you don’t get a dial tone, check on another telephonesocket.

4. If you get your dial tone back, reconnect your telephone equipment to the line. Check for adial tone after each piece of equipment is added. If at any point during plugging theequipment back in you lose dial tone, it’s very possible that what you just plugged in is theproblem. Check any suspect equipment at least twice to be sure it’s not a coincidence.a) If you have a mobile phone, call your own number and make a note of whether it rings

out or is engaged, or of whatever message you might hear.b) Check to see if your broadband is working or not.

Is problem fixed? YES NO

Please advise cx of $175 INCORRECT CALL OUT FEE if dispatched tech found that the error is within cx’s responsibility (internal

wiring, equipment).

Once cx acknowledges, LODGE A FAULT

Fault Diagnosis Guide

PLEASE LODGE A FAULT

Fault Diagnosis Guide

END

Fault Diagnosis Guide