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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 Simon NoSynch Flowchart :
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?

Agent Name:
Agent ID:

Escalate Call To LEVEL 2


emplate Home

Click Here

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:

Escalate Call To LEVEL 2


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:

Home
mplate
Click Here
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
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:

Escalate Call To LEVEL 2


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 :

Home
e Home

Click Here
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

Click Here
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 Home


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:

Escalate Call To LEVEL 2


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


Home

Click Here
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

Click Here
Click Here
John & Jane Doe Logge
Steps
TT :

Issue :

Solution :

Status:

Approved by:

Home
ne Doe Logger
Error 691 HSE
Steps
Simon Error 691 HSE Flowchart:
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:

Escalate Call To LEVEL 2


Home

Click Here
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: Home


Agent ID:

Escalate Call To LEVEL 2


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

Click Here

Click Here
Click Here
Click Here
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:

Escalate Call To LEVEL 2


or Receive Emails

Simon Flow Chart Enhanced Mail Platform: Click Here

Simon Flow Chart BELL Mail Platform: Click Here

Email Clients Simulation: Click Here

How To Regenerate The Dat And Hdr In WUE: Click Here

Upgrade Center Process Walk Through: Click Here


Upgrade Center Link: http://upgradecentre.sympatico.ca

Home
Others
Steps
TT :

Issue :

Solution :

Status: Home
hers
Useful Links

Installation Click Here

Unistallation Click Here


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Manual Unistallation Click Here

Help Click Here

Installation Click Here

Unistallation Click Here


Access Manager 1.25 for MAC

Manual Unistallation Click Here

Help Click Here

Installation Click Here

Unistallation Click Here


Access ManagerTango

Manual Unistallation Click Here

Help Click Here

Installation Click Here


Freedom 5.0
Unistallation Click Here

Simulation Click Here

Installation Click Here


Security Manager 5.5

Simulation Click Here

Dial Up Installation New User Click Here


HSE Installation New User Click Here

MSN Premium 9 Click Here


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