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DSL - PACKET LOSS Template

Description:
This DCL - PACKET LOSS Template (available in the Attachments below) should be used in any instance where the customer is online in radius but experiencing packet loss. This is verified by having the customer ping out x25 to google.ca, and by pinging in to the customer’s IP x25. Depending on whether packet loss occurs in one or both of those steps, follow the checklist points outlined for each case below

IMPORTANT: Customers with 10/1 on OSLAM with AL1 profile change to AL2 interleave before proceeding with troubleshooting steps


PACKET LOSS
-Removed personal router:
-Firewall disabled:

-ping www.google.ca -n 50:
-Packets lost over ping:

-Ping Client ip -n 50:
-Packets lost over ping:

-Replace network cable:
-Ping www.google.ca -n 50:
-Packets lost over ping:

-Reset TCP/IP?:
-Ping www.google.ca -n 50
-Packets lost over ping:

-Test w/ another PC (if possible):
-Ping www.google.ca -n 50:
-Packets lost over ping:

-Can connect with test@test:
-IP Address? (10.x.x.x):
-Can ping 10.x.x.x:
-Packets lost over ping:

-Customer IP:
-Gateway IP:
-tracert to google.ca

PLEASE PROVIDE FULL RESULTS FOR ALL THE ABOVE TESTING. ATTACH FULL COMMAND PROMPT RESTULS VIA A TEXT DOCUMENT

-Advise of CPE/DMC (Yes or No):

== CUSTOMER CONTACT INFORMATION ==
Customer Contact Number:
Customer Availability - (AM, PM, EVE):


Properties ID: 000588   Views: 588   Updated: 2 years ago
Attachments
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