Knowledgebase
CABLE SLOW SPEED
Posted by George Chu on 16 April 2013 04:05 PM
==CABLE SLOW SPEEDS==

-Install Completed by Carrier Technician:
-Active in Reseller Portal:
-Customer is isolated PC to Modem:
-Customer uses Torrents/P2P:
-1 minute Powercycle:
-Attempted Modem factory reset:
-Are the speeds bad at all times or certain hours:
-How long has this issue been occurring for:
-Hardcode DNS settings:

-What are the customer's modem levels:
**(This is only required for customers who reside in Ontario.)
***Important: Please esnure you provide the details as they are dsiplayed in the modem, for DOCSIS3, please provide all channels.

-Performed Speedtest (Toronto server if Ontario client and Montreal server if Quebec client):
-Speed:
-Ping
-Try with another PC (if possible):

-Provide the speedtest.bat file results from our Cable Internet speed tool:
http://www.distributel.net/en/utilities.html

==Motorola Surfboard==
Power:
Receive:
Send:
Online:
PC/Act:
Standby:

==DCM 425==
Message:
Cable Activity:
Cable Link:
PC Link:
Internet:

==DCM 475/MTU130U==
Power:
DS:
US:
Online:
Link:

==VERIFY MODEM INFORMATION==
MAKE & MODEL:
MAC:
SERIAL:

--------------------------------------------------

Contact Number:

Customer availability (2 days after today's date & requires 3):
1st Availability:
2nd Availability:
3rd Availability:

***Confirm understanding that the customer will receive a call prior to the appointment to confirm their availability. If the call is not answered, the appointment will be cancelled:

NOTES: (What was done to help restore the customer's service? detailed notes.)



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