Process Guide for DSL Service Restoration ADSL Not: Updating Windows with latest service pack &

Security patches can be the solution for all types of issues, which has to be done compulsory.

1. DSL Connection Not Working Most Common Causes: 1.1. Splitter connection interchanged / faulty: Interchanged: - Check for interchange of phone, router & line ports. Restore the connection, put all stickers on Splitter and educate the Customer on not to change and also how to identify the ports. Splitter Faulty: - Connect the line directly to the router without splitter & if DSL link is available, replace the splitter and mount it properly Check the Dial tone and the DSL link from the respective ports once the splitter is connected Router Configuration disturbed: Check for the configuration settings viz. VPI, VCI, Username, Password, and Encapsulation etc. If changed, reconfigure & educate the Customer not to disturb Hard Reset the Router, ensure the Firmware is version 1 and re-configure the Router Password changed in the website and not changed in the Router: Log in to the router Configuration; enter the new password, check & educate the Customer on how to change the password in the router by referring to Help kit

1.2. 1.3.

1.4. No Link- Copper pair problem between MDF and DP or internal wiring: (Disconnection of pair, Low Insulation resistance or foreign potential) The min copper gain for a router is 6. If suppose it is below 6 say (5-4) then check for the speed. If it is not well with in the minimum range of the speed as per the plan (refer speed v/s rate plan) then interact with NOC to increase the interleave (there might be a compromise with latency, so verify before you leave the customer premises) Get the SULIM tested by DSL FR Coordinator and if the results are negative, contact FR team leader at Hub, to arrange for rectification. After the pair is rectified check the copper gain and functioning of DSL line If foreign potential is observed ensure that the DSL line is separated from nearest electrical cable by at least 12inches (1 foot) Router Faulty / Firmware issue: If the Router is faulty, replace it (make sure the adapter is good). Ensure that the recommended firmware is installed in the router

1.5.

1.6.

Power adaptor of Router is faulty: If the Router is not getting powered on, check with another router and if still same problem is observed, replace the Power adapter. Ensure that the adaptor is on a spike buster that is in turn connected to UPS. If these are not available, advice Customer to purchase a spike buster at least Virus infection from the Customer LAN / PC: Check for availability of a valid & updated Antivirus software in the Proxy Server. OR connect one of the PCs in the LAN directly to Router, if Antivirus is not updated, it before you scans the system and then check the DSL line. If it is working fine inform the Customer to get the LAN checked by his system administrator If the antivirus system is not installed, apprise the Customer that we can install PC secure (paid service) and install the same, scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CD, scan & immunize all the PC or educate the Customer to do it in all systems Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP use network SP monitor network If the OS is XP with service pack, enable the built in FIREWALL Enable INAT session 100 for LAN customer Backend Problem (IP not routed / Interface not created): Call up NOC, give the Customer details, get the interface recreated and check DSLAM port faulty: Call to NOC Confirm that port faulty & inform GIS to assign and update, call to DSLR Desk to configure new port. Parallaly Jumper new port.

1.7.

1.8. 1.9.

1.10. IP conflict due to Routers IP address used somewhere else in the LAN: Change the IP of the Router only if customer never agrees to change the IP of that system which has the same IP address as of the Router

1.11. NIC problem in the Customer PC: If ping to the Router is unsuccessful, change the Router and ping again. If the ping to new router is unsuccessful, ping to local system IP. If unsuccessful ping to loop back IP address 127.0.0.1 and then inform the Customer that NIC is faulty and the same has to be changed

1.12. Problem in the TCP/IP Stack of the PC: In case if Windows 2000, open Network Connections window from control panel, go to Local Area Network properties, Select TCP/IP click on<Uninstall>,

click<OK>. Restart the PC. Open Network Connections window from control panel, go to Local Area Network Properties, click on <Install>, click <OK>, select the TCP/IP properties, and click <OK>. In case of Win98, Go to Network Neighborhood properties select TCP/IP click <Remove>&click <OK> Restart the PC Go to Network Neighborhood Properties, click on <Install>, select TCP/IP Protocol and click <Remove> & click <OK>. Restart the PC. Go to Network Neighborhood Properties, click on <Install>, select TCP/IP Protocol and click <OK>. Restart the PC. In case of WinXP, Go to Start->Run->CMD-> netsh int ip reset reser.txt & netsh Winsock reset & restart system

1.13. TCP/IP configuration for the NIC (IP address, Subnet Mask. Gateway): Eg: Assign the IP in the NIC card as per Customer requirement IP ADDRESS 192.168.1.X (X=2 TO 254) SUBNET MASK 255.255.255.0 GATEWAY IP ADDRESS OF THE ROUTER. PRI DNS 203.145.184.13, SEC DNS: 203.145.184.32

2. Frequent Disconnection of DSL Most common causes: 2.1. Splitter faulty: Connect the line directly to the router without splitter & if DSL link is available, replace the splitter and mount it properly Check the Dial tone and the DSL link from the respective ports once the splitter is connected

2.2. Parallel connection before the splitter/EPABX connection installed before the splitter: Parallel connection/EPABX connection should be given only after the splitter and no parallel data connection to be provided

2.3. Customers PC / LAN is infected by virus: Check for availability of a valid & updated Antivirus software in the Proxy server or the PC connected to the Router. If not updated, update it before you scan the system If the antivirus system is not installed, appraise the Customer that we can install PC secure (paid service) and install the same, scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CD, scan & immunize the PC Apply Port Filters from AIRTEL DIY CD if SO is Windows 2000 or XP X-install network spy & monitor network If the OS is XP with service pack, enable the built in FIREWALL Enable IP NAT session 100 for LAN customers

2.4. No Link- Copper pair problem between MDF and DP or internal wiring: -

(Disconnection of pair, Low Insulation resistance or foreign potential) The min copper gain for a Router is 6. If suppose it is below 6 say (5-4) then check for the speed. If is not well with in the make same max attainable rate UP stream should be above 600 kbps down stream should be above 6500 kbps make same attention of down stream should be less then 25db minimum range of the speed as per the plan (refer speed v/s rate plan) then interact with NOC to increase the interleave (there might be a compromise with latency, so verify before you leave the customer premises) Get the SULIM tested by DSL FR Coordinator and if the results are negative, contact FR team leader at Hub, to arrange for rectification. After the pair is rectified check the copper gain and functioning of DSL line If foreign potential is observed ensure that the DSL line is separated from nearest electrical cable by at least 12 inches (1 foot) Max attainable rate down stream should be >6500kbps in ADSL Max attainable rate up stream should be >600kbps in ADSL Max attainable rate down stream should be >16000kbps in ADSL2+ Max attainable rate up stream should be >1800kbps in ADSL2+ Attenuation should be <28db

2.5. RJ 45 Cable crimping faulty: Replace the RJ45 cable between router & PC

2.6. Wrong configuration in router (Nailed-Up connection): Select for Nailed-Up connection

2.7. Improper power supply given to the router (without Spike Buster): Check whether loose connection in the power cord or in the power extender board Check the adapter is getting heated up when used, if yes; suggest to use a spike buster.

2.8. In case of VPN on DSL (not VPN in internet) there could be IP clash between the IP allotted by Airtel & the local LAN IP of the Customer: Check and note the IP allotted by Airtel NOC for a VPN on DSL, educate the Customer that no other system in LAN can have this IP address

2.9. In case of VPN on Internet (not VPN on DSL), the VPN server may be dropping packets due to overload or poor performance First check for copper gain, virus and set that right If the problem continues, trace back and check for packet loss using ping plotter (download this tool from download.com). If RTOs are observed, coordinate with NOC for optimum Routing

2.10. Poor performance of Customer own equipment like VOIP or his own router:-

Convince the Customer that our +service is proper by showing him proper latency and by checking RTOs through our equipment Convey that there can be problem in the configuration of their own equipment or with the equipment itself

2.11. N number of PCs connected to the router beyond the scope of the speed available for the plan: Educate the Customer with respect to the speed available and ask him to share the connection accordingly. Eg: for a 128 kbps connection can be shared effectively for 5 to 8 systems maximum

3.No Browsing After Router gets an IP (FOR A SINGLE PC ONLY MODEM) Most common causes: 3.1. TCP/IP Configuration (IP Address, Subnet mask, Gateway, DNS): Assign the IP in the NIC card as per Customer requirement Eg: IP ADDRESS: 192.168.1.X (where X=2 to 254) SUBNET MASK: 255.255.255.0 GATEWAY: IP ADDRESS OF THE ROUTER. PRI DNS: 203.145.184.13, SEC DNS: 203.145.184.32

3.2. Virus with in the System: Check for availability of a valid & updated Antivirus software in the Proxy server or the PC connected to the Router. If not updated, update it before you scan the system If the antivirus system is not installed, appraise the customer that we will install PC-Secure(paid service) and install the same, scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CD, scan & immunize the PC Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP If the OS is XP with service pack, enable the built in FIREWALL

3.3. TCP/IP Stack is corrupted: -

In case of Windows 2000, open Network Connections window from control panel, go to Local Area Network Properties, Select TCP/IP click on <Uninstall>, and click <OK>. Restart the PC. Open Network Connections window from control panel, go to Local Area Network Properties, click on <Install>, click <OK>, select the TCP/IP Protocol and click <OK>. In case of Win98 go to Network Neighborhood Properties, Select TCP/IP click <Remove> & click <OK>. Restart the PC. Go to Network Neighborhood Properties, click on <Install>, select TCP/IP Protocol and click <OK>. Restart the PC. In case of WinXP, Go to Start-> Run->CMD->netsh int ip reset reset .txt & Netsh Winsock reset and restart the system.

3.4. Wrong Proxy/VPN/ Firewall: Go to the Internet Explorer Properties> Connection Tab > go to LAN settings and disable proxy Ask the Customer whether VPN is connected; if yes disconnect the VPN connection and check for browsing Check if the Customer has any firewall software, check for the blocked ports and blocked services. If yes, check and release if browser is blocked.

3.5. Browser settings: Go to the Internet Explorer properties & check the security level in trusted sites & restricted sites Go to the Advance option Tab click the Restore default button Go to the Program tab click on reset web setting button

3.6. Browser corrupted; Open DIY utilities CD install the Internet Explorer 6, with service pack Install Mozilla Browser / Netscape

3.7. Configuration of Router disturbed or changed: Reconfigure the router as per the requirements and educate the Customer not to alter the router configurations

3.8. Non-compatibility of certain Hubs for the Router. (While integrating with the LAN): Certain Hubs (D-Linkd series) do not support Zyxel routers so it should be communicated to the Customer to replace the Hub possibly with a Switch. Also educate the Customer regarding the advantages of using Switch over Hub

4. No Browsing After Router gets an IP (FOR LAN) Most common causes: 4.1. TCP/IP Configuration (IP Address, Subnet mask, Gateway, DNS): Assign the IP in the NIC card as per customer requirement Eg: IP ADDRESS: 192.168.1.X (where X=2 to 254) SUBNET MASK: 255.255.255.0 GATEWAY: IP ADDRESS OF THE ROUTER. PRI DNS:203.145.184.13 , SEC DNS: 203.145.184.32

(NOTE:

ALL SYSTEMS WITHEN THE LAN WHICH REQUIRE INTERNET SHARING SHOULD FALL IN THE SAME NETWORK ID RANGE, WITH GATEWAY AND DNS)

4.2. Virus with in the LAN: Check for availability of a valid & updated Antivirus software in the proxy server of the PC connected to the router. If not updated, update it before you scan the system If the antivirus system is not installed, appraise the customer that we will install PC secure (paid service), scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CS, scan & immunize the PC Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP install network spy and monitor network If the OS is XP with service pack, enable the built in FIREWALL Enable IP NAT session 100 for LAN customer.

4.3. Wrong configuration of hardware Firewall: Educate the Customer about the possibility of wrong configuration and if possible guide him to get it rectified

4.4. Faulty ports in HUB & SWITCH: If ports in the Hub or Switch are found faulty check for the available working ports and report the same to the customer and inform him not to use those faulty ports

4.5. DHCP (in router) not configured as per the LAN requirement: Understand the LAN of the customer, and configure the router as per the requirement. (By using the Appropriate Network ID range in the DHCP of the router)

4.6. LAN cabling problems: Educate the customer about LAN cabling problem and ask him to get it rectified.

4.7. Configuration (Multiple NAT) of router disturbed / changed: Understand the requirement of the Customer and configure the router as per the requirement. The concept of address mapping and port forwarding should be used if required

4.8. Non-Compatibility of certain Hubs for the Router. (While integrating with the LAN): -

Certain Hubs (D-Linkd series) do not support Zyxel routers so it should be communicate to the Customer to replace the Hub possibly with a Switch. Also educate the Customer regarding the advantages of using Switch over Hub

4.9. Different network range of IP Addresses used in same network: Educate the Customer about the validity of different network range IP address used in the network which share the Internet from a single source will not be possible

4.10. IP clashing in case of wrong IP addressing in the LAN (IP of router being assigned for an another system in the same LAN): Change the IP of the router only if Customer never agrees to change the IP of that system which has the same IP address as that of the Router

5.No Browsing of specific sites after Router/Modem gets IP Most Common cases: 5.1. Browser security setting: Go to the IE & check the security level in trusted sites &restricted sites Go to the advanced option tab click the <Restore default>button Go to the program tab click on <Reset web>setting button

5.2. POP-UP Blocker is enabled: Disable the same and check the site by browsing 5.3. VPN dialer is connected: Disconnect the vpn and check the site by browsing .if browsing well educate the customer that it is due to his vpn dialer that they are not able to browse the specific site. 5.4. Firewall has blocked he site: Check if the customer has any firewall software, check for the blocked ports and blocked services. If yes, check and release if browser is blocked. 5.5. Browser version (128 bit encryption): Update the IE through our DIY CD Install the service pack for IE Click the latest updates from net

5.6. Specific site is own or slow: Trace route the site to find out if any packet loss is there, if yes, escalate to NOC team Ping to ensure latency is good &the RTOs are less. If not, check copper & escalate to NOC team. Check for proper encapsulation (PPPOE)

5.7. PC is infected by virus Check for availability of a valid & updated Antivirus software in the proxy server of the PC connected to the router. If not updated, update it before you scan the system If the antivirus system is not installed, appraise the customer that we will install PC secure (paid service), scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CS, scan & immunize the PC Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP install network spy and monitor network If the OS is XP with service pack, enable the built in FIREWALL

5.8. Static/Dynamic IP allotted to our customer is blacklisted: Coordinate with NOC team for configuring a new ip.

5.9. MTU value: Use Dr.tcp/ip Change MTU Value

5.10. DNS Resoluon: Change the DNS and try to browse the site

6.Slow browsing speed Note: Check in a single system only 8.1.Customers perception / unaware of the speed configured for the plan: Educate the customer related to the plan opted by him. Educate also that if shared over other systems the bandwidth gets shared accordingly.

8.2.System /Network infected by virus: Check for availability of a valid & updated Antivirus software in the proxy server of the PC connected to the router. If not updated, update it before you scan the system If the antivirus system is not installed, appraise the customer that we will install PC secure (paid service), scan and demonstrate that infection is the reason for problem Install the SPYBOT Search & Destroy from DIY Utilities CS, scan & immunize the PC Apply Port Filters from AIRTEL DIY CD if OS is Windows 2000 or XP install network spy and monitor network If the OS is XP with service pack, enable the built in FIREWALL Enable IP NAT session 100 for LAN customer.

8.3. System performance: Educate the customer on system requirements

8.4. Copper pair problem between MDF and DP or internal wiring: -

(Disconnection of pair, Low Insulation resistance or foreign potential) The min copper gain for a Router is 6. If suppose it is below 6 say (5-4) then check for the speed. If is not well with in the make same max attainable rate UP stream should be above 600 kbps down stream should be above 6500 kbps make same attention of down stream should be less then 25db minimum range of the speed as per the plan (refer speed v/s rate plan) then interact with NOC to increase the interleave (there might be a compromise with latency, so verify before you leave the customer premises) Get the SULIM tested by DSL FR Coordinator and if the results are negative, contact FR team leader at Hub, to arrange for rectification. After the pair is rectified check the copper gain and functioning of DSL line If foreign potential is observed ensure that the DSL line is separated from nearest electrical cable by at least 12 inches (1 foot) Max attainable rate down stream should be >6500kbps in ADSL Max attainable rate up stream should be >600kbps in ADSL Max attainable rate down stream should be >16000kbps in ADSL2+ Max attainable rate up stream should be >1800kbps in ADSL2+ Attenuation should be <28db

8.5.Too may applications running simultaneously: Educate the customer about the application running in the system and its utilization over the resources, which leads to system performance

8.6.Backed bandwidth chocking: Co-ordinate with NOC team and sort it out,

8.8.Specific site /vpn server is slow: Trace to the site to find out if any packet loss is there, if yes, escalate to NOC team Ping to ensure latency s good & the RTOs are less. If not check the copper and escalate to NOC team. Check for proper encapsulation (PPPOE)

8.9.Clear Temporary Internet files: IE>Tools>Internet options>Advanced>security>enable Internet files folder when browser is closed empty temporary

MTU size and Documentations

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The MTU setting controls the maximum Ethernet packet size your PC will send (you did know the internet works in packets, didnt you?). Why a limit? Because although larger packets can be constructed and sent, Your ISP and Internet backbone routers and equipment will chop up (fragment) any larger than their limit, then these parts are reassembled by the target equipment before reading. This fragmentation and reassembly is not optimal. MTU and Windows and Defaults Unless otherwise set, windows defaults MTU to 1500, or a lower, value of 576 for external networks. 1500 is ok unless you are running PPPOE, or want to use IPSec (Secure VPNs), or both, (it is then too big). 576 is not efficient for the broadband/internet, (it is too small). Finding the Largest MTU, by EXPERIMENT If you MTU is too low already, (maybe 576), the following method will not be able to detect whether you can switch to an optimal size so first follow CHANGING MTU for PPPoE to reset MTU to 1500, reboot, then come back to this! This best value for MTU is that value just before your packets get fragmented. How do you find out that? By using Ping at an MSDOS command prompt. Ping-f11472www.jarm.net Press Enter. Then reduce 1472 by 10 until you no longer get the packet needs to be fragmented error message. Then increase by 1 until you car 1 less from getting packet need to be fragmented message again. Maximum segment size The maximum segment size (MSS) is the largest amount of data, specified in bytes, that a computer or communication device can handle in a single, unfragmented piece. For optimum communication, the number of bytes in the data segment and the header must add up to less than the number of bytes in the maximum transmission unit (MTU). The MSS is an important consideration in Internet connections, particularly web browsing. When the Internets Transmission Control Protocol (TCP) is used to achieve an Internet connection, the computers beings connected must each agrees on, and then set, the MTU size acceptable to both. Typical MTU size in TCP for a home computer Internet connection is either 576 or 1500 bytes. Headers are 40 bytes long; the MSS is equal to the difference, either 536 or 1460 bytes. In some instances the MTU size is less than 576 bytes, and the data segments must therefore be smaller than 536 bytes. As data is routed over the Internet, it must pass through multiple gateway routers. Ideally, each data segment can pass through every router without being fragmented. If the data segment size is too large for any of the routers through which the data passes, the oversize segment(s) are fragmented. This slows down the connection speed as seen by the computer user. In some cases the slowdown is dramatic. Keeping the MSS as small as reasonably possible can minimize the likelihood of such fragmentation. For most computer user, the MSS is set automatically by the operating system. Command to set MTU value in Zyxel Router:

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P660R-61>ip if enif0 192.168.1.1 255.255.255.0 mtu 1600

No Browsing using wifi If Customer is using Airtel Wifi I) Airtel wifi router not working through wire 1.a) Gateway not pinging Check LAN LED blinking on modem Check connectivity between modem and PC/switch Check LAN card enabled or not. if not enable it Check IP, Gateway and DNS in the system Ping gateway If reply is not there restart modem Check if any firewall blocking ping Reset TCP/IP stack 1.b)Gateway is pinging but DNS not pinging If RTO Check Modem WAN status & Configuration Swap DNS with Secondary as primary DNS and try Reset TCP/IP stack 1.c) DNS is pinging but No Browsing Check port is blocked or not in OSS Check settings of proxy and other settings in browser. If IE got corrupted Install Mozilla browser and try to browse Check any firewall enabled in the system. Check Customer VPN is connected or not May be OS corrupted or Virus infected check virus through antivirus Install port blocking script II) Airtel wifi router working through wire but not working through wireless Check wireless card installed in system Check wireless is connected or not if no Check wireless radio on or not in laptop Check wireless configuration on wifi router and Laptop Check wireless is secured or not, if yes check WEP key Check ip got or not in laptop even after connecting wireless Check SSID is correct or not if you are getting different IP

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Customer is Using his own wifi router 2) If customer is using Airtel modem and wifi 1) If customer is using ADSL wifi router Ask the customer to connect airtel modem to ADSL wifi router not working through wire system directly 1.a) Gateway not pinging Check LAN LED blinking on modem Check connectivity between modem and PC/switch Check LAN card enabled or not. if not enable it Check IP, Gateway and DNS in the system Ping gateway If reply is not there restart modem Check if any firewall blocking ping Check the physical connection if still no reply from gateway 1.b) Gateway is pinging but DNS not pinging If RTO Check Modem WAN status & Configuration Swap DNS with Secondary as primary DNS and try Reset TCP/IP stack 1.c) DNS is pinging but No Browsing Check port is blocked or not in OSS Check settings of proxy and other settings in browser. If IE got corrupted Install Mozilla browser and try to browse Check any firewall enabled in the system. Check Customer VPN is connected or not May be OS corrupted or Virus infected check virus through antivirus Install port blocking script 2.a) if Gateway not pinging Check LAN LED blinking on modem Check connectivity between modem and PC/switch Check LAN card enabled or not. if not enable it Check IP, Gateway and DNS in the system Ping gateway If reply is not there restart modem Check if any firewall blocking ping Check the physical connection if still no reply from gateway 2.b) if Gateway is pinging but DNS not pinging If RTO Check Modem WAN status & Configuration Swap DNS with Secondary as primary DNS and try Reset TCP/IP stack IF reply is there & is able to browse now- resolve the log 2.c) if DNS is pinging but No Browsing Check port is blocked or not in OSS Check settings of proxy and other settings in browser. If IE got corrupted Install Mozilla browser and try to browse Check any firewall enabled in the system. Check Customer VPN is connected or not

May be OS corrupted or Virus infected, check virus through antivirus 2.d) Through airtel modem internet is working II) Airtel wifi router working through wire but not but through customer own wifi internet is not working through wireless working Check wireless card installed in system Check wireless card installed in system Check wireless is connected or not if no Check wireless Check wireless is connected or not if no Check radio on or not in laptop wireless radio on or not in laptop Check wireless configuration on wifi router, Check configuration of WAN & LAN in customer own wifi Check wireless configuration on wifi router router Check wireless is secured or not, if yes check WEP Check wireless is secured or not, if yes check WEP key key Check ip got or not in laptop even after connecting Check ip got or not in laptop even after connecting wireless wireless Check SSID is correct or not if you are getting different Check SSID is correct or not if you are getting IP 13 different IP

Frequent disconnection-Wifi Are you using any wifi router I) Ask the customer wireless signal is loosing while getting disconnection if yes Check pinging status of gateway Check signal strength If signal strength is less and latency high, findout the customer how far his laptop from wifi router If laptop near and still signal strength less and facing frequently disconnectioin, change the frequency channel in wifi router and make sure codeless phone is minimum 10 meter far from wifi. If still not working check with different wifi router and wireless card II) If wireless signal is not loosing while getting disconnection 1) Link is dropping How often link is dropping Check copper parameters 2) Link not dropping but FD Ask customer whether he uses DSL in LAN or single PC.If LAN ask customer to connect to single Pc and observe Check login status of modem Ping to DNS and find out latency Check antivirus updated or not If latency is high check virus infected to system through Netstat -a command or check sent and receive bytes status if it is more and more inform customer to check with his hardware person

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