Bell Canada Daily Call Template

Topics Click Below : No Sync Connect Can't Browse HSE Slow Speed HSE Error 678 HSE Error 691 HSE DialUp Troubleshooting Cannot Send or Receive Emails Useful Links Mr. & Mrs DOE Others call logger

Modem Tracking Procedure MAC OS 10.3, 10.4 Dial up config

No Sync Troubleshooting Template
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Is there a known Network issue? Was there a ticket escalated to Test Center or HSC? Is the modem connected to the proper HS phone # Has the HS service worked before at this address? Check Physical Setup Of MODEM RESET The MODEM Is the Customer using an extension on the RJ-11 phone cable or from the wall to the splitter? Is the Customer using a telephone splitter? Is the modem connected directly to the phone jack? Is there a filter between the phone jack and the modem? Is the modem at least 12"/30 cm from electrical devices? Are all phones on the High Speed line filtered? How many phones does the Customer have? Does the Customer have a Vista 350/390? Does the Customer have a satellite system? Does the Customer have an intercom system? Does the Customer have a fax machine? Has the Member tried disconnecting all other phones in the house except the phone they are speaking on? Has the Customer tried connecting a modem to an alternate jack?

Simon NoSynch Flowchart :

Agent Name: Agent ID:

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Splitter

Filter

Physical Setup

Connect Can't Browse T
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS : SOLUTION : Modem Model No: Is there a network issue? Is the Member connected? RUN IPCONFIG. Check IP Address. Reset all hardware? Does the Member have full sync? Is it a stand-alone computer? Ask the Member to disconnect Router if any? Antivirus? Firewall? Disable all startup items in MSConfig Is the modem PPPoE enabled? Able to Pull up Modem Page? Check STATUS? Disable Proxies in Internet Options? Reset TCP/IP ? Disable Inbuilt Modem PPPoE and Create a Manual Connectoid (WinXp)? OS: Modem Model No: Modem Serial No: Modem MAC Address: Agent Name: Agent ID:

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t Can't Browse Template
Simon Connect Can't Browse Flowchart:

Msconfig Screenshots:

Install and Manually Configure inbuilt PPPoE:

Creating a New Connection HSE WinXp:

Clear Cache, Cookies And Disable Proxies: Reset TCP/IP command in WinXpSp2:

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mplate
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Click Start | Run Type cmd in the Run window and press OK In the DOS command window type netsh int ip reset resetlog.txt Once completed, close the DOS window

Slow Speed HSE T
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Is the Member connected? RUN IPCONFIG. Ping Website IP Address. Reset all hardware? Does the Member have full sync? Is it a stand-alone computer? Ask the Member to disconnect Router if any? Antivirus? Firewall? Disable all startup items in MSConfig Is the modem PPPoE enabled? Able to Pull up Modem Page? Check STATUS? Disable Proxies in Internet Options? Reset TCP/IP ? Disable Inbuilt Modem PPPoE and Create a Manual Connectoid (WinXp)? Check Relative Occupancy % in Lantern? RUN a Speed Test Transfer Rate? (Paste Results) OS: Agent Name: Agent ID:

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peed HSE Template
Simon Slow Speed Flowchart:

Msconfig Screenshots:

Install and Manually Configure inbuilt PPPoE:

Creating a New Connection HSE WinXp:

Clear Cache, Cookies And Disable Proxies: Reset TCP/IP command in WinXpSp2:

How To Do A Speed Test :

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e
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Click Start | Run Type cmd in the Run window and press OK In the DOS command window type netsh int ip reset resetlog.txt Once completed, close the DOS window

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Error 678 HS
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Is there a network issue? Is the Member connected? Have they called in the last 7 days regarding this issue? Is it a stand-alone computer? Ask the Member to disconnect Router if any? Is the Enet light on? Is the Power LED solid Red? Does the Member have full sync? Has the HS service worked before at this address? Antivirus? Firewall? Disable all startup items in MSConfig Reinstall the NIC Reset TCP/IP Disable Proxies in Internet Options? Disable Inbuilt Modem PPPoE and Create a Manual Connectoid (WinXp)? Is there an available USB port? Install the USB modem and drivers OS: Agent Name: Agent ID:

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Error 678 HSE
Simon Error 678 HSE Flowchart: Msconfig Screenshots:

Install and Manually Configure inbuilt PPPoE:

Creating a New Connection HSE WinXp:

Clear Cache, Cookies And Disable Proxies:

Reset TCP/IP command in WinXpSp2:

USB Ports
How To Install The SpeedStream USB Modem

How To Reinstall The NIC

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Click Start | Run Type cmd in the Run window and press OK In the DOS command window type netsh int ip reset resetlog.txt Once completed, close the DOS window

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John & Jane Doe Logge
Steps
TT : Issue : Solution : Status: Approved by:

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ne Doe Logger

Error 691 HSE
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Is there a network issue? Is the account active in SIMPLE? Is client using Built-in PPPoE to connect? Does the Member know their password? Ensure the Member's using the correct UserID and the Caps Lock off Inform the Member that you will have to change the password. Change the password to what client would like to have. Can they connect using the New Password? OS: Modem Model No: Modem Serial No: Modem MAC Address: Agent Name: Agent ID: Simon Error 691 HSE Flowchart:

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Common DIAL UP Troublesho
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Has the member ever successfully connected? Did the customer call about this problem in the last 3 days? Is there a network issue? Is the member's account active? Check the access number Delete and recreate the manual connection Check the dialing rules Verify the modem timeout settings are properly configured Reset TCP/IP Disable LCP extension, Uncheck error control Try adding modem strings refer to OEM

OS: Agent Name: Agent ID:

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mon DIAL UP Troubleshooting
Common Dial Up Errors WinXp :

Creating the Dial-up connectoid – Win XP How to Create a Dial-up Networking Connection – Win 95/98 How to Create a Dial-up Networking Connection – Win 2000 Reset TCP/IP command in WinXpSp2:

How to Install and Configure the Network Components – Win 95/98

Reset TCP/IP command in Win 2000:

Clear Cache, Cookies And Disable Proxies:

Disable LCP extension:

bleshooting
Click Here Click Here Click Here Click Here
Click Start | Run Type cmd in the Run window and press OK In the DOS command window type netsh int ip reset resetlog.txt Once completed, close the DOS window

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Cannot Send or Receive Emails
Steps TT : USER ID : SECURITY PASSED : ISSUE : LANTERN RESULTS: SOLUTION Modem Model No: Is there a network issue? check if the customer is getting any error message Is Member able to browse? Is Member able to login into Hotmail? Is Member able to send/receive in Hotmail? Any recent updates done after which the problem started Remove existing e-mail accounts and create a new e-mail account in their e-mail client Delete all e-mail from the Member's outbox and have them send themselves an e-mail Was the Member able to receive the e-mail? Antivirus? Firewall? Disable all startup items in MSConfig Regenerate DAT and HDR in WUE Test sending and receiving an e-mail with Member's account on the test PC Are you able to reproduce the same error on the test PC? Refer to OEM OS: Email Client: Agent Name: Agent ID:

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or Receive Emails
Simon Flow Chart Enhanced Mail Platform:

Click Here Click Here Click Here Click Here Click Here
http://upgradecentre.sympatico.ca

Simon Flow Chart BELL Mail Platform:

Email Clients Simulation:

How To Regenerate The Dat And Hdr In WUE:

Upgrade Center Process Walk Through: Upgrade Center Link:

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Others
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