8/22/2010 Trouble shooting in Broadband

Trouble shooting in Broadband (Dataone)

1. Physical Installation Procedure:-

Following equipment is given your CPE box
i. Splitter
ii. Power Adaptor
iii. ADSL modem
iv. One Ethernet cable (RJ-45 connector) and Two normal phone cord(RJ-11 connector)
Connect Phone line to ADSL Splitter in the line side
Connect your phone to splitter at phone-interface with the phone cord supplied along with CPE
box.
Connect ADSL modem to splitter at Data/modem interface with RJ-11 cord supplied.
Connect PC with CPE-ADSL modem with Ethernet cable
Power-up modem through Power adaptor connectivity to power point.

Connecting More than one Phones/Fax parallel to Dataone Connection.

As shown below, the multiple phones can be connected using splitters. No phone/Fax should be
connected before splitter.

(1) Phone Socket (2) Phone (3) Phone (4) RJ-11 Tel Cable (5) Splitter (6) RJ-11 Tel Cable (7) RJ-11 Tel
Cable (8) Phone Jack (9) ADSL Modem

2. Check the Status of LED’s on Modem after powering ON

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1. Power LED should be ON
2. DSL or ADSL LED should be ON and stable. If not glowing or blinking,
I. check for proper connection as shown in diagram or
II. Book complains at toll free number 1500 from BSNL basic land line connection.
3. Check PC or LAN or USB LED glowing if not:
I. Check for proper connection from Modem to your computer.
II. Arrange at your own level to check that LAN driver or USB driver is properly loaded and not
corrupted.

3. Mode of Broadband connection Establishment

Internet may be accessed either through PPPoE Dialer from Your PC or using PPPoE mode directly through
modem
1. PPPoE Dialer on PC:-
2. Directly by configuring modem in PPPOE mode (Always ON Connection)
Take assistance for on line configuration of modem in either mode through toll free number “12678” or
“1500” from BSNL land line telephone.

In case of PPPOE dialer on your PC you may notice any one of the following
error massage:-
Problem Error-678
Description This is most common problems. It is due to poor connectivity. Problem can be anywhere between
B.RAS - Tier 2 - DSLAM - Modem - PC of the customer.
Remedy Switch off / Switch on Modem (Power Switch at the back of modem) and wait for 2 minutes.
Then retry.
If problem is not solved then Reset Modem [Back pin (in the hole) to be pressed in switched ON
condition]

If problem is still not solved then

a) Check DSL or ADSL or WAN link LED at Modem. If it is blinking, then it is line problem.
B) Check Modem to splitter connectivity.
I) Jack in & Jack out the cable of / to the modem and to the splitter
ii) Jack in & Jack out the telephone connection of the splitter.
If lamp is still blinking - then it is due to poor line condition / fault.
The case has to be referred to Area Broadband Team for attending the fault at telephone number
198 or 12678 or 1500.

Problem Error-691
Description User id and Password problem.
Remedy The case is to be referred to Call Centre at 12678 or 1500. Central Broadband office will reset
the password and will be intimated to you within 8 to 24 hrs.

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Problem Error-769
Description LAN not enabled.
Remedy The LAN Card has to be enabled. Take the assistance of call centre if required.

Problem Error- 797

Description Modem or LAN driver problem
Remedy Reset the Modem (in on condition) by pressing button available in the backside hole of the modem
and wait for 2 minutes and then log on. If the problem is not solved then call your vendor to check
computer LAN Card driver.

Problem Error-718
Description i) Peak Hour - This problem occurs if loading is high on the system and number of customers
exceeds the call handling capacity of SERVER.
ii) Slack Hour -This problem occurs if PPPoE is corrupted.
Remedy i) Peak Hour - Please try after some time.
ii) Slack Hour - Please load PPPoE again.

Problem Error - 630-633

Description Computer LAN Card problem.
Remedy LAN Card has to be changed.

Problem OSP Internet is working, Data One is not working

Description Cable Internet is working. Tata / Reliance are working but Data One is not working. Data One is
working through LAN Card. Problem can be seen by observing PC lamp (in black modem) LAN
lamp (in white modem) which might not be glowing or may be blinking.
Remedy LAN Card has to be changed.

Problem Site not opening from Data One

Description From VSNL sites are opening, Dial-Up sites are opening but from Data One site are not opening.
Probable reasons
I) Internet explorer is not supporting the Pope (may be pirated OS).
ii) Virus corrupting Internet explorer.
Remedy The customer is requested to set it right.

4. Procedure to change password and view usage details

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I) for Data one Users

1. Connect to the Internet through your Broadband User Id and Password

2. Open Explorer, go to the address bar and type http://www.dataone.in and click on "check
your account usage" Or go to http://10.240.43.216 .
3. Enter your User Id and Password and click on "login".
4. Click on "change password" to change password.
5. Click on service record to view your account usages details of current month and previous
12 months.

II) for Multiplay users

1. Connect to the Internet through your Broadband User Id and Password.

2. Open Explorer, go to the address bar and type http://www.data.bsnl.in click on
“Broadband Customers Please Click Here to Login”. Enter your portal ID
and password, click on submit.
3. You can change your password and usage details here for last 12 months including current
month.

5. DO's and DON'Ts FOR BROADBAND CUSTOMERS

Hope that you are enjoying the Data One broadband service of BSNL. We are now at your service every day
and night. In a bid to provide a better broadband experience some more tips for you here under:

Your user Id and password provided by BSNL for your broadband connection is an important document and
keep it secret

DO's

1. Change your password regularly.

2. Pl. remembers / writes down your password after every change of password.
3. Check your usages detail regularly. You can see usages of current month and last
12 months in system.
4. Please contact concern DE/Internal of your Telephone Exchange for any discrepancy
found in your usages details immediately without waiting for your bill. For any billing
complains, send your complain letter or contact your DE/Internal along with Xerox copy of
disputed bill without delay.
5. Your computer must be loaded and enabled with Java (J2RE) and also be loaded with
licensed version of operating system for opening the usage details as well as change
password page.
6. You can download free version of Java (J2RE) from www.java.com or any other available
location.
7. Please note that the Surfing, Listening Live Music, Chatting, Online Gaming, Internet
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Telephony, E-mail, Anti-virus and any other software updates through Internet etc. are part
of download/upload.
8. Please keep disable automatic updates of your computer software (e.g. Windows update,
Anti-virus update, different Driver update) to avoid unanticipated high usage.
9. Please update your computer software manually.
10. Please clean your computer virus regularly.
11. Please log off from broadband connection and switch off modem when not in use.

DON'Ts

1. Please do not disclose your Data One User Id and Password to anybody.
2. Please do not disclose your User Id and Password to computer vendors coming to your
office/home for repair.

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