Transcript Technical Troubleshooting 101: My Internet is Broken

My Internet is Broken
Technical Troubleshooting
101
December 2007
Welcome
• What we cover today:
• Why do our customers call?
• Basic Troubleshooting Tips - what to do before you call iiNet Support
• Broadband
• Dialup
• Email
• Web Browsing
• Online Resources
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Why do our customers call?
• Broadband - Customer facing issues (45%)
• Broadband - Network/Line issues (12%)
• Phone faults/Line issues (11%)
• Email issues (9%)
• Dialup issues (6%)
• VoIP issues (3%)
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Troubleshooting Basics - General Tips
• “my internet doesn’t work”
• not very helpful - what doesn’t work???
• What works? What doesn’t work?
• When did it stop working?
• Has anything changed?
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Troubleshooting Basics - Broadband
• Check the lights!
• Lights give us important information about the status of the connection
• Check the cables
• They can easily be unplugged or slip out of their sockets
• Power cycle
• Switch modem off, wait 20 seconds, switch back on again
• Check the lights again!
• Has anything changed?
• Reboot computer
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Troubleshooting Basics - Broadband
ADVANCED TIP - Isolation Test
• Unplug ALL phone devices off phone
line
• Unplug all filters
• Connect using a short phone cable
(<5m)
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Troubleshooting Basics - Dialup
• Dial again
• Error message is important - write it down
• Check the cables
• Restart Computer
• Dial again
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Troubleshooting Basics - VoIP
• Most VoIP issues are Broadband issues
• Fixing the broadband problem normally solves the VoIP problem
• Power cycle modem
• Switch off modem, wait 2 minutes, switch on again
• Try calling other numbers
• Check phone cabling
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Troubleshooting Basics - Web Browsers
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Troubleshooting Basics - Web Browsers
• Can you get to any other sites?
• The site you are trying might be having problems
• Reset Browser Settings/Try Browser Safe Mode (Internet Explorer 7)
• Clear Browser Cache
• Alternative Browsers
• Firefox (http://getfirefox.com)
• Opera (http://opera.com/)
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Troubleshooting Basics - Email
• Error message is important - Write it down!
• Firewall/Antivirus issues
• Try disabling them temporarily
• Double check the email address - if sending for the first time
• Check size of attachments
• No more than 7500kB (7.5MB)
• Webmail is a useful alternative (https://webmail.iinet.net.au)
• Other Alternatives
• Microsoft Outlook (part of Microsoft Office - http://microsoft.com/office/)
• Thunderbird (http://mozilla.com/thunderbird)
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Online Resources
• For more information:
iiNet Support Pages http://iinet.net.au/support/
Google http://google.com.au/
Microsoft Support
Knowledgebase http://support.microsoft.com/
Apple Support http://apple.com.au/support
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Questions?
• Any questions?
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