TalkTalk Broadband Knowledge Base
First level Trouble shooting
BB First level Technical support must be able to determine what constitutes certain fault types.
There are 5 different types of fault logs:
- Failed Install
- Hard down
- Slow speeds
- Intermittent drop
- In sync no connection
Here are some rough guidelines:
Username & Password Issues
Are the customer’s Username and Password Correct and Active?
Each BB agent should check customer username & password on gcube and are active on gsphere.
Account Set-Up Issues:
Is the Customer broadband order completed on the provisioning system?
This can be checked by our BB agent's themselves. They can do this by checking their provisioning system gcube and gsphere.
Software Installation Issues:
What PC specification is customer using?
For Wholesale Broadband the PC specification for DSL requires Windows 98, 2nd edition or higher, for MAC users OSX (at present version 10 or higher).
System House are the 3rd party suppliers for installation software which, supports the above PC specification. This is being corrected at present to incorporate early versions of MAC.
Does customer have several extensions on their phone line?
The BB agent must inform the customer that they require micro-filters to be applied at each extension.
Does the Customer have ISDN, Security Systems of Sky TV Box?
The BB agent must inform customer that they require micro-filters on all the above devices.
Modem Issue?
The BB Agent Technical Support Agent must instruct the customer to troubleshoot the Modem by plugging it blue ethernet cable into Ethernet Port. It may be that the customers Ethernet port on PC is faulty and has damaged the modem. The Modem can accept 2 cables, one for ADSL cable that goes into micro-filter and the other(Ethernet cable) connects to the PC via Ethernet port. If the customer has another Ethernet port, the Agent must request the customer to try this. Otherwise a new modem is sent out to customer by Broadband Tech support Agent.
Micro-filter Issue?
Technical Support Agent requests the customer to test the micro-filter that connects to the wall socket. The customer must unplug all appliances (telephone, faxes and modems) from the wall sockets, even if they're in a different room and plug ADSL cable in socket. If the ADSL light on modem stops flashing there is a problem with the micro-filter. Agent then posts out new micro-filter to customer.
Eircom Line Issue?
If it is the case that the customer is having connection issues that do not fall within the connectivity categories explained above and the ADSL light is still flashing, then a line test must be performed on the eircom gateway. If the line test flags red then there may be a problem with the customer’s telephone line. A WLR line fault will need to be logged with the customers WLR provider. If a WLR fault clears and the problem still persists all details must be recorded from the first level checks and detailed on an e-mail and sent to reseller.dsl@bt.com. The Second level Support team can determine the issue and log a second level fault if necessary.
If it is the case that the WLR line test flags “green” and all first level checks have failed to obtain a connection, a second level fault will also be logged in this instance. A line test must always be performed when doing first level checks as the issue with the broadband service may be due to noise on the customer’s line or other factors that may not be noticeable to the customer’s phone service but affects the customer’s broadband.