List All Pages
Rented Equipment Returns
Line
Link
Data
Power
Solid
Solid
Solid
Online
Solid
Solid
Blinking
Solid
Online w/ Data
Blinking
Solid
Solid
No Sync
Solid
Solid
No PC Connected, Modem Online
Motorola SB5101, 5100, 5120
Toshiba PCX2500
Motorola CyberSURFR
Scientific Atlanta PCX2100
Introduction
In this setup, the customer would their Voice terminal plugged into the spot on their Cable/DSL modem that their computer or router would normally plug into.
Linksys Voice terminal...
The command prompt can be reached by
Going to the Start menu and clicking Run, and
Type in cmd and press enter
ipconfig
ipconfig is used for network setup and diagnostics.
ipconfig/all
this will...
Please change this page according to your needs
3Web/CIA
General Inquries
1-877-7Get-CIA (1-877-743-8242).
CIA Help Centre
General business hours
Monday to Friday 9:00 AM to 5:00 PM
Tech Support hours:
Monday to Friday: 7:00 AM to 11:00...
In order to use 3web Internet on dial-up, the 3web software needs to be installed. The easiest way to install is from the CD that they should have received with their installation package.
Customer...
The 3web connection software is installed, but the Internet is not working.
Ask the customer to try connecting to the internet is they can do so while on the line with you (unlikely.) Take note of...
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...
So the customer is using a dial-up internet connection.
First of all, make sure they have the 3web software installed on their computer. The easiest way to check is to have them go to Start, All...
If a customer's DSL isn't working. the first thing to do is make sure the modem is getting a good light status.
Customer is getting a good light status
Customer is getting a bad light status
Open Mozilla Firefox
Click on the Tools menu.
Go to Options.
Click on connection settings.
Pick "Direct Connection to the Internet".
Click OK.
Click OK.
Problem: Error 629: The port was disconnected by the remote machine.
Operating Systems: Windows XP, 2000, ME, 98 & NT
There are many different causes for this type of error. The most common...
Problem: Error 630: The modem is busy or not responding. The computer is not receiving a response from the modem. The port was disconnected due to hardware failure.
Operating Systems: Windows XP,...
Error 645: Internal Authentication Error
This error is normally caused by corruption or missing components on the network layer.
What to watch for:
Make sure that all network components required...
Problem: Error 678: The computer you are dialing is not answering.
PPP Modem Connect Failure
Operating Systems: Windows XP, 2000, ME, 98 & NT; Macintosh OS X, OS 8-9
These types of errors are...
Problem: Error 680: There is no dial tone.
Operating Systems: Windows XP, 2000, ME, 98 & NT; Macintosh OS X, OS 8-9
The three most common causes of a no dial tone error are:
Voice mail on the...
Problem: Error 691/718. Invalid username or Password. Authentication Failed.
Access denied because username and/or password is invalid on the domain.
Remote Server could not authenticate the...
Error 718: PPP Timeout
If Senior Staff has not advised that a router is down and the problem has been confirmed to be unrelated to a wrong dial up number, tell user that they do not need to change...
Error 720: No PPP Configured
No PPP Protocol configured points to a problem with the network layer client/protocols installed. Following your troubleshooting checklist, you will find the...
Common Dialup Error Codes
Error code
Description
629
The port was disconnected by the remote machine.
630
The port was disconnected due to hardware failure.
645
Internal authentication...
DSL Modem Light Status
BroadMax
GNET BB2060
So, the customer's internet connection is verified to be working fine, but the email is having a problem.
Which email client is the customer using?
Outlook Express
Outlook
ThunderBird
Apple...
POP3/SMTP Servers
Company
Email
username
incoming server
outgoing...
When a customer's email is not working, the first thing to do (after you ensure that the internet is up and running) is make sure that the customer is using the correct mail servers.
Most customers...
Which error is the customer getting?
Click on the error number for information on how to fix each problem.
Error code
Description
629
The port was disconnected by the remote machine.
630
The...
Some customers may experience issues with faxing through their VoIP service. This document is designed to aid in repairing these issues.
THE PROBLEM
The codecs used by VoIP Terminals are designed...
Phonetic Alphabet
Contact Information
If the light status is good, make sure that the modem is connected to the computer directly, and begin troubleshooting. Take note of what error the customer is getting when they try to connect...
The customer has internet connectivity, but is unable to load websites in their browser.
We need to check the proxy settings:
Customer is using Internet Explorer
Customer is using Mozilla...
If google.com loads, then the customer is getting internet connectivity and should be ready to go. If they are having trouble loading a particular site, this is not likely a 3web issue, try loading...
So, the customer's highspeed internet IS working, but they're not getting dial-tone on their CIA Home Phone.
Make sure the customer has their DSL or Cable modem, as well as their computer, plugged...
If you are allowed to edit pages in this Site, simply click on edit button at the bottom of the page. This will open an editor with a toolbar pallette with options.
To create a link to a new page,...
The mail server that the IGS customer will have to use depends on their location.
Location
Incoming (POP3)
Outgoing...
Customer is using Cable
Customer is using DSL
Customer is using Dialup
192.168.x.x or 10.x.x.x
this means that the computer is probably on a LAN, i.e. connected to a router or Voice terminal.
169.x.x.x
this means that there is a problem with this...
Please change this page according to your policy (configure first using Site Manager) and remove this note.
Who can join?
You can write here who can become a member of this site.
Join!
So you...
Cable Modems
Motorola SB5101, 5100, 5120
Toshiba PCX2500
Motorola CyberSURFR
Scientific Atlanta PCX2100
DSL Modems
BroadMax
GNET BB2060
Home Phone - Voice Terminals
Linksys...
Status
Ethernet
Phone 1
Phone 2
What It means
flashing
/
/
/
This means the voice terminal is attempting a self test. If this pattern stays indefinitely the voice terminal is...
Power
Ethernet
Phone 1
Phone 2
What It Means:
flashing red
/
/
/
1. This means the voice terminal is attempting a self test. If this pattern stays indefinitely the voice terminal is...
Logging into the Voice Terminal
Open the web browser (Internet Explorer/Firefox, etc)
Type in: http:// followed by the IP Address of the router(this would be the default gateway of a properly...
Rate Centres
This website will tell you if the call will be long distance or not, depending on the first six digits of the caller and the number being...
Cable Modems
Motorola SB5100
Front
Back
Serial Panel
Light Patterns
Motorola CyberSURFR
Front
back
Toshiba PCX2500
Terayon Terapro
Front
Serial Panel
Scientific Atlanta...
Power
Cable
PC
Test
RD
TD
Unplugged
solid green
flashing green
flashing green
flashing green
flashing green
flashing green
Power up
solid green
solid green
No downstream RF (RF...
LED Status:
Power
Receive
Send
Online
Pc/Activity
Standby
A
flashing
Power On
B
solid
flashing
Downstream Scan
C
solid
solid
flashing
Upstream...
Logging into the Voice Terminal
Open the web browser (Internet Explorer/Firefox, etc)
Type in: http:// followed by the IP Address of the router(this would be the default gateway of a properly...
Power light is:
What it means:
Flashing once, on and off.
The voice terminal is attempting a self test. If this pattern stays indefinitely the voice terminal is defective.
Fashes twice
1. The...
When neither of these pings get replies, ask the customer to disable any firewall software they may be running, and try the pings again. If this still doesn't fix the situation, escalate a ticket...
If we cannot ping google by domain (google.com), we need to try pinging by IP (64.233.167.99)
Type:
ping 64.233.167.99
We get replies from ping by IP
No replies from ping by IP
http://www.onlinesip.net/sipura_demo/
More information:
http://www.onlinesip.net/support.html
A - Alpha
K - Kilo
U - Uniform
B - Bravo
L - Lima
V - Victor
C - Charlie
M - Mike
W - Whiskey
D - Delta
N - November
X - X-ray
E - Echo
O - Oscar
Y - Yankee
F - Foxtrot
P - Papa
Z -...
Monthly Service Charges
3web Dial-up
Silver - $9.95 ($4.95 with LD)
Gold - $14.90 ($9.90 with LD)
3web DSL
Silver (256 KB down/256 KB up) - $24.95 ($19.95 with LD)
Gold (5 MB...
Please have all customers who are returning rented equipment, send it to this address:
Cybersurf Corp.
2nd Floor - 71 Bank Street.
Ottawa, ON
K1P 5N2
If the customer can ping google.com and 64.233.167.99, then we are getting proper internet connectivity. have the customer launch their browser of choice (e.g. Internet Explorer or Mozilla Firefox)...
Pricing for all of our products and services.
Updated Sales Flyers for the fall.
Modem Light
Status
Problem
Solution
Power
Off
No power.
Verify power supply connections, the power switch on the modem itself, the electrical outlet, and make sure the outlet is not connected...
Welcome page
What is a Wiki Site?
How to edit pages?
How to join this site?
Site members
Recent changes
List all pages
Page Tags
Site Manager
Page tags
Add a new page
edit this panel
<?xml version="1.0" encoding="UTF-8"?>
<urlset xmlns="http://www.google.com/schemas/sitemap/0.84" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance"...
Members:
Moderators
Admins
So, the software appears to connect with any errors, but the customer is not getting internet connectivity.
First lets trying pinging google.com by domain and by IP address:
Go to Start
Click...
Menu
General Information
Sales
Troubleshooting
Cable
PC
Data
Test
Power
No Power
solid
solid
solid
solid
solid
Power Up
solid
solid
solid
flashing
solid
Self test 1
flashing
flashing
Self test...
Basic first troubleshooting steps:
Make sure the modem is on
Make sure the modem is plugged directly into the computers Ethernet port (no routers, voice terminals)
Shut down all anti-virus,...
What kind of problem is the customer having?
Internet connection problem
Home Phone not working
Email not functioning properly
Promotion: $29.95 for the first 3 months
Regular Price: $39.95/month
Price with rentals: $49.95/month
Modem Price: $99.95
Voice Terminal Price: $99.95
Installation Fee: $79.95
Shipping Fee:...
Init, or Initialization strings are very helpful for dialup connections. They reset/disable/enable certain features or settings on dialup modems
Init strings solve problems such as:
Irregular...
Linksys SPA2100/2102 - connect the modem to the Internet port, connect the computer to the Ethernet port.
Motorola VT1000 - connect the modem to the WAN port, connect the computer to the PC port
So the customer can ping 64.233.167.99 but not google.com, escalate a ticket for a DNS issue.
Welcome to our Help Desk support page. Hopefully this is useful for you!
This wonderful page is brought to you by: Greg Bates and Harrison Schan.
General...
According to Wikipedia, the world largest wiki site:
A Wiki ([ˈwiː.kiː] <wee-kee> or [ˈwɪ.kiː] <wick-ey>) is a type of website that allows users to add, remove, or otherwise edit...
