MMMiii!

I’m just going to write about what I’ve learned at work lately. This could also be helpful for some people, I hope. Anyway, I’m a tech support agent, tier 1, for a DSL ISP in the US. What I could write here may be true for that ISP, but not for others, but some could also be true. Who knows.

1. No Sync

This one means that there is no connection between the modem and the DSLAM, or “network.” This is what I usually tell my customers, “There seems to be no connection between your modem and our network.” Why do I replace DSLAM with network? Because there ARE some pretty computer illiterate customers and it’s just easier that way.

Signs: Flashing DSL light in most modems. Some may be called the Ready light.

This is a big problem for IFITL customers or those who are connected with fiber cables or just an Ethernet cable. They don’t need a modem, so whenever they’ve got a problem with connection, it almost always ends up in a truckroll or a technician coming over their place.

Fixes: Powercycling or hard resetting the modem, checking cabling and filters, and Electromagnetic Interferences like speakers, location, and sending a technician over. This does not require any advanced troubleshooting and the computer usually does not need to be touched, except for configuration of the modem.

Carpets can also affect this since it may cause static. Some customers put their modems on their floors, and sometimes they happen to be carpets. It’s frustrating for them sometimes. Sometimes we can’t do anything from our side but to send someone over to check both indoor and outdoor physical connections.

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