My Internet is Broken Technical Troubleshooting 101

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My Internet is BrokenTechnical Troubleshooting
101

• with Peter Hollands

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Education and Community Outreach

• Today's session Housekeeping
• Community Sponsorship and initiatives
• Resources/Time vs. Money
• MISB Initiative

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Welcome

• What we cover today
• Why do our customers call?
• Basic Troubleshooting Tips - what to do before
  you call iiNet Support
• Broadband
• Dialup
• Email
• Web Browsing
• Online Resources

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Why do our customers call?

• Broadband - Customer facing issues (45)
• Broadband - Network/Line issues (12)
• Phone faults/Line issues (11)
• Email issues (9)
• Dialup issues (6)
• VoIP issues (3)

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Troubleshooting Basics General Tips

• My internet doesnt work
• Although this is true it is ambiguous and not of
  assistance.
• What is still working?
• What has stopped working?
• When did it stop working?
• Has anything changed recently?

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Troubleshooting Basics Broadband

• Check the lights!
• Lights show us important information about the
  status of the connection
• Check the cables
• They can easily be unplugged or slip out of their
  sockets
• Power cycle
• Switch modem off, wait 90 seconds, switch back on
  again
• Check the lights again!
• Has anything changed?
• Reboot computer

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Troubleshooting Basics Checking the lights!

• Power LED - When you apply power to the modem or
  restart it, a short period of time elapses while
  the modem boots up. When the modem hascompletely
  booted up, the power LED becomes a solid light,
  indicating the modem is ready for use.
• LAN status LED 1-4 - When a computer is properly
  connected to the LAN port on the rear of the
  modem, the associated LED will light.
• WLAN status LED - The WLAN status LED shows you
  when router's wireless is enabled.
• ADSL SYNC LED - The ADSL LED flashes light during
  negotiation with your ISP. It stays lit when the
  modem is connected properly to your ADSL service.
  
• Internet LED - The Internet LED shows you when
  the modem is connected to the Internet. When the
  LED is OFF, the modem is not connected to
  theInternet. When the LED is solid, the modem is
  connected to the Internet. When the LED is
  blinking, the modem is transmitting orreceiving
  data from the Internet.
• VoIP status LED - When your ADSL connection is
  being used to make VoIP calls from one of the
  handsets connected this light will be on to
  assist you inknowing what kind of traffic your
  network is working under.

7. Phone status LED 1-2 - Whenever you make a
phone call on one of the handsets attached to
the VoIP router the lights will inform you of the
current status of that phone call. 8. Tomizone
- This light will illuminate when Tomizone is
enabled and activated. 9. USB - When a USB mass
storage device is connected to the USB Port, this
light will illuminate to inform you the attached
storage device is ready for use.
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Troubleshooting Basics Check the cables!

• ADSL line - Connect your ADSL line to this port.
• 2. LAN ports - Connect your computers via
  ethernet to this port.3. USB - USB port for
  attaching USB mass storage devices.4. Power
  plug - Connect the included 12V DC power supply
  to this socket. Using the wrong type of power
  adaptor may cause damage to your modem.5.
  Reset button - The "Reset" button is used in
  rare cases when the modem may function
  improperly. Resetting the modem will restore the
  modem's normal operation while maintaining the
  settings. You can also restore the factory
  default settings by using the reset button.
  6. PSTN failover port This is for connecting
  to your home phone line to provide normal phone
  call backup for when VoIP is unavailable or not
  required.7. Phone ports (12) - Phone ports
  connect to standard telephones or fax machines.

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Troubleshooting Basics Isolation Test

• Unplug ALL telephony devices from phone sockets
• Phones
• Facsimiles
• Back to base alarm systems
• Paid TV services (Foxtel, Austar)
• Unplug all ADSL filters splitters
• Connect using a short phone cable (lt2m)

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Troubleshooting Basics Dialup

• Attempt to dial again
• Error message are important - write it down
• Check the cables
• Restart Computer
• Attempt to dial again

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Troubleshooting Basics VoIP

• Most VoIP issues are Broadband issues
• Fixing the broadband problem usually solves the
  VoIP problem
• Power cycle modem
• Switch off modem, wait 90 seconds, switch on
  again
• Try calling other numbers
• Check phone cabling

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Troubleshooting Basics Web Browsers
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Troubleshooting Basics Web Browsers

• Can you get to any other sites?
• The site you are trying might be having problems
• Reset browser settings/try browser safe mode
  (Internet Explorer 7)
• Clear browser cache cookies
• Alternative browsers
• Firefox (http//getfirefox.com)
• Opera (http//opera.com/)

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Troubleshooting Basics Email

• Error message is important - Write it down!
• Firewall/Antivirus issues
• Try disabling them temporarily
• Double check the email address - if sending for
  the first time
• Check size of attachments
• No more than 7500kB (7.5MB)
• Webmail is a useful alternative
  (https//webmail.iinet.net.au)
• Other Alternatives
• Microsoft Outlook (part of Microsoft Office -
  http//microsoft.com/office/)
• Thunderbird (http//mozilla.com/thunderbird)

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Setup Email Account

• Username iitest_at_iinet.net.au
• Password vdeldq6mi

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Online Resources

• For more information

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iiNet learning tools

• Geek Speak
• Open Day 2008 materials available online
• iiHelp (from iiNet Support webpage)
• iiNews Support Services
• Workshops in 2009

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Contact Us

• Sales 13 19 17
• Billing Support 13 22 58
• Business Support 13 24 49

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Questions
Any questions about this session?