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Broadband failure. 1. Broadband troubleshooting process.
1.1. Judge the fault phenomenon.
After the user dials the broadband fault report**, the user queries the location (address range) of the broadband fault, the number of affected users, and understands the type of broadband fault according to the user's obstacle report (declaration record** record), and forms a broadband fault repair work order.
1.2 Determine the cause of the failure.
Based on the user's obstacle report and the phenomenon of the disorder, analyze the possible causes of the disorder
1.2.1. Line fault: including line damage, line interference, poor line quality, etc.
1.2.2. Equipment failures: including broadband equipment (optical modems, routers, switches, etc.) failures, and user equipment (network cards, network cables, computers, etc.) failures.
1.2.3. System failure: including software failure, hardware failure, etc.
1.3 Troubleshooting.
1.3.1. If the user-side equipment (such as computers, routers, etc.) fails, the user should be instructed to purchase or replace the equipment by himself, or provide the user with on-site maintenance service.
1.3.2. For line faults, communicate with users to determine the fault points and repair the faulty lines as soon as possible. If you need to change the line, you should negotiate the cost with the user.
1.3.3. For equipment failure, communicate with the user, determine the faulty equipment, and replace the faulty equipment as soon as possible. If the equipment needs to be repaired, the cost should be negotiated with the user.
1.3.4. For system failures, communicate with users to determine the cause of the failure and repair the system failure as soon as possible. If you need to upgrade or reinstall the system, you should negotiate the cost with the user.
2. Common broadband faults and how to deal with them.
2.1 No internet access.
2.1.1 Cause analysis: Internet access may be unavailable due to incorrect network settings, network cable problems, operator server problems, etc.
2.1.2 Solution: Check whether the network settings are correct, including IP address, gateway, DNS, etcCheck whether the network cable is normal, and replace it in time if it is damaged or brokenContact your carrier to check the status of the server and make sure the server is running properly.
2.2 Slow internet speed.
2.2.1 Cause analysis: Slow Internet access may be caused by network congestion, poor network cable quality, and low performance of network equipment.
2.2.2 Solution: Clear the network cache and release network resourcesReplace the network cables to ensure that the network cables are of reliable qualityUpgrade the performance of network devices, such as replacing them with better routers, switches, and other equipment.
2.3 Frequent disconnections.
2.3.1. Cause analysis: Frequent disconnection may occur due to poor contact of network cables and unstable performance of network equipment.
2.3.2. Solution: Check whether the network cable is in good contact, and tighten it in time if it is looseCheck whether the performance of network equipment is stable, and repair or replace it in time if it fails.