Troubleshooting Modem Faulty How to identify Customer will inform the modem is not ON at all.

Customer inform the PWR at modem is no on and all the light is shown same like PWR light. Customer informs the LAN, Ethernet, PC light at modem is OFF. Customer said when he using other modem no problem but using previous modem the connection cannot be made. Customer tells the adapter is problem. Customer said the NIC or 2 computer pictures at start up bar are shown Red Cross. Customer can inform the light at modem all OFF even he/she already switch on the power

What cause the problem? Lightning strike can cause modem faulty. Short circuits also can able to cause modem faulty due to overload with electrical. Too much power or low power due to the wrong adapter use. Ethernet port at modem is damage. Off/On button not function. Power Adapter faulty also can cause modem faulty.

Troubleshooting Step Check phone cable (RJ11) /Check phone line quality (no interference & dial tone) /RJ11 plugged properly to modem and wall socket - Need to know either the phone line can use or not. - Check if got dial tone or not to check either the line has problem or not. - If the phone line has interference, it might lead to voice overcome the data in the cable. - If no dial tone, it will make connection cannot been establish. - Do a hand on how to check the phone line. Advise customer to restart the modem (15 secs) - To restart and refresh the modem. - Modem might overload and overheat if we on it for too long. - Show how to restart the modem

Remove the SPLITTER, micro filter, external ROUTER or any related equipment other than ADSL modem and connect modem directly to the wall socket - To eliminate any possible cause that can be happen at additional equipment such as splitter, micro splitter, router, hub, server or switch. - Show how to do a direct connection. Splitter o To eliminate if splitter got any problem o To eliminate if customer wrong plug the cable into the splitter. o Show why if wrong plug will cause the problem with the connection. Micro filter o Since the splitter not been use, for sure the micro filter also need to be remove. Router o Eliminate any issue with the router, such as DHCP not valid, router not functioning well or any configuration problem in router. Switch/Hub o Eliminate any problem with each port of Switch / Hub. o Show what port that we said previously is Request customer to perform "ipconfig/all" - To check for below troubleshooting. - What is main reason we do this because we need to know the entire configuration IP inside the PC. - Show trainee how to perform the ipconfig /all Check Ethernet / LAN LED light (on the modem) (Kbase - CONFIGURATIONS - LIST OF MODEMS) - To make sure what the light condition at LAN, PC or Ethernet label. - Explain if the LAN, PC or Ethernet is off the connectivity between modem to PC is not synchronize - Explain LAN, PC or Ethernet label represent for. Check LAN cable (Unplug and swap network cable) - Explain why we need to check the LAN cable / RJ45 Cable / Network Cable. - TO ensure the cable has been plug properly. - Explain how to check the cable plug properly. - By hearing the click sound when customer plug the cable.

Check NIC status and LED light color (Kbase - CONFIGURATIONS - CHECKING NETWORK CARD) - Check at PC either the NIC disable / enable or cable unplug. - Show what the meaning NIC is disable / enable or cable unplug. - The NIC slots have a light and if the light is green or lighting, the cable is plug properly. - Show where the NIC slot is and what light are we inform behind the CPE.