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Broadband failure. 1. Broadband troubleshooting process.
1.1. Judge the fault phenomenon.
After the user calls the broadband disability report**, the customer service engineer should first ask the user about the broadband fault situation, such as "can I access the Internet", "Internet disconnection", etc. The user service engineer shall make a preliminary judgment of the fault phenomenon according to the user's answer, and after the user service engineer makes a preliminary judgment on the user's fault phenomenon, he shall ask the user in detail about the user service number, broadband Internet access account, password and other information, and ask the user whether there has been an operation such as dismantling, moving, reconnecting and other operations in recent times, or whether he has ever made a change in the broadband dial-up mode.
1.2 Know the user's address,**
After confirming the fault phenomenon reported by the user, the user service engineer should know the user's address, contact**, as well as the installation account number, work order and other information at the time of installation.
1.3 Check the obstacle declaration record.
The user service engineer can obtain the detailed fault symptoms and possible fault causes of the user by viewing the broadband fault report records in the network management system, and can also ask the user who reports the broadband obstacle.
1.4. Analyze and judge the cause of failure.
According to the fault phenomenon of the user and the relevant information in the broadband fault report record of the network management system, the user service engineer shall analyze and determine the cause of the fault. Common causes of failure include the following:
1) Line fault: including line damage, poor line quality, poor contact at the end of the junction box or junction box, etc
2) Equipment failure: including broadband modem failure, network card failure, network cable failure, etc
3) Configuration errors: including incorrect Internet access accounts and passwords.
2. Handling common broadband faults.
2.1 No internet access.
The troubleshooting process for not being able to access the Internet is as follows: determine whether a single computer cannot access the Internet or multiple computers cannot access the Internet, and analyze and judge according to different situations. If so, the cause of the fault may be the wrong Internet operation or the incorrect Internet account and password used, as well as the damage of the dial-up softwareIf multiple computers cannot access the Internet, it is necessary to check whether the Internet access account and password used by the user are correct, and whether they are online at the same time.
2.2 Repeated disconnections.
The troubleshooting process for repeated disconnections is as follows: determine whether a single computer is disconnected or multiple computers are disconnected, and analyze and judge according to different situations. For the case that a single computer is disconnected, you can first check whether the computer network card is working normally, if it is normal, the cause of the fault may be poor line quality or modem is not working properly, etc.;If multiple computers are disconnected, you need to check whether the circuit is normal and whether the modem is working properly.