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DSL - SLOW SPEEDS Template

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This DCL - SLOW SPEEDS Template (available in the Attachments below) should be used if the customer is experiencing slow speed symptoms, please ensure the customer is not experiencing intermittent sync or packet loss before continuing with this template. "Intermittent Sync" or "Packet Loss" take precedence over "Slow Speeds".

The speedtest.bat file is also used in our CABLE SLOW SPEED but will provide more detailed information regarding the connection status.

IMPORTANT If a customer is on an ADSL profile but paying for a VDSL service, you must use this template to escalate the issue to the carrier. You may leave the template blank but include in the comments "Raise to best".


SLOW SPEEDS
-Removed personal router:
-Phone cable 5ft or less:
-Tried other phone cable:
-Tried another phone jack:
-2 minute power cycle:
-Modem filtered or splittered:
-All phones filtered (Regular DSL Only):
-Full synch (y/n):
*If the answer is No, please skip the troubleshooting and provide customer Contact Number and Availability

-Performed Speedtest (Toronto server if Ontario client and Montreal server if Quebec client):
-Speed Results(Server/Upload/Download/ping):
-Speed matches profile (y/n):
-Still Slow? (y/n):

-Replace Network cable:
-2 minute power cycle:

-Try with another PC (if possible):
-Performed Speedtest (Toronto server if Ontario client and Montreal server if Quebec client):
-Speed Results(Server/Upload/Download/ping):
-Still Slow? (y/n):

-Provide the speedtest.bat file results from our Cable Internet speed tool:
http://www.distributel.net/download/speedtest/speedtesten.bat (PC Version)
or
http://www.distributel.net/download/speedtest/speedtest.zip (MAC Version)

If the speedtest.bat file fails for any reason (PC or MAC version), you will have to manually run the tests and then copy and paste the full command prompt results into a text file and attach that text file to your ticket. Each test command is noted below.

-nslookup ubuntu.com:
-nslookup ubuntu.com 8.8.8.8:
-tracert 91.189.89.88:
-tracert www.ubuntu.com:
-tracert www.google.com:
-tracert wikipedia.org
-ping results to the customer computer (-n 50 after the customer IP will run the test 50 times as required by the carrier):
-ping www.ubuntu.com -n 50:
-ping www.google.ca -n 50:
-ping www.wikipedia.org
-ping tor.dts.tprm.ca
-ping 127.0.0.1:

-Advise of CPE/DMC:

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


Properties ID: 000589   Views: 686   Updated: 2 years ago
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