Compared to dialup or DSL, there are relatively few problems that can occur on the customer's end. So in most cases, we will need to escalate to either Rogers and Shaw. We need to determine whether this is necessary:
Ask the customer what the lights are showing on the Cable Modem, and compare them to the charts.
If the modem is showing one of the light statuses that requires escalation, you need to fill out a form and either have a technician visit or have provisioning done on Roger/Shaw's end.
If the modem is showing a good light status, and the internet isn't working, there is likely a problem with the customer's computer set-up. Before we go ahead with the rest of the troubleshooting procedure, makre sure that the customer's Vable modem is connected directly to their computer. Next, we will need to bring up a DOS window.
- Click on the Start button
- Click Run…
- Type in cmd
- Press Enter
This will bring up a dark window, in which the customer can enter commands. the first thing we will try is to ping google. This will determine whether or not the customer's computer has connectivity with the outside world. Enter:
ping google.com
See the Comands Reference page for what the output should look like. If none of the packets are being received, we will trying pinging by IP address. Enter:
ping 64.233.167.99
If all of the packets are still not being received, then we will need to check the IP connection settings. Enter:
ipconfig /all
Ask the customer what IP Address is listed, and use IP Address Diagnostics to determine if this is a valid IP address or not. if it is, then we are likely having an outage in that area, and we will need to let the customer know this, and record that in the ticket, along wit the customer's IP.
If the IP address is not valid, check and make sure that DCHP Enable is on. now, do:
ipconfig /release
then
ipconfig /renew
