NOTE: THERE IS A $300 charge if a technician attends and there is NO FAULT found in the carriers network.
Such faults as (and not limited to) modem issues, filter issues are examples where this charge will be charged.Ensure on Isolation tests that ALL PHONE, FAXES, PAYTV etc are removed from the line and that the modem is the only device connected to the wall socket. This means there are NO filters or splitters in use.
Please complete and submit the following ADSL2+ ULL Fault template via email to helpdesk@oih.com.au
Email Subject should use the following format:
ADSL2 Fault on FNN 0012345678 - username@xxx.com
Customer Name:
Site Contact Details:
FNN number/s:
Address where DSL is installed:
DSL username:
DSL password:
Speed of service (xxx/xxx):
Has this service worked previously ?:
CPE brand and model:
WAN IP address:
Bridged or Routed?:
Problem Description (please include steps take to remedy fault):
Protocol PPPoA or PPPoE?:
Colour of Link Light?:
CPE connected to NIC or USB port?:
Is there dial tone?:
Is a filter installed?:
Has an Isolation Test been performed?:
Is a Back2Base Alarm installed? (a filter must be installed):
Is Foxtel Digital installed?:
CPE switched on?:
Does the end user appear in the auth logs?:
If there are dropouts, is sync lost?:
Are other users connecting to the same core router?:
Can you ping the WAN IP?:
Modem modulation type?:
[For no auth faults] Has a password reset been performed?
[For no auth faults] Have you verified that the EU login and password details are entered correctly?
[For speed faults] Have you completed FTP speed tests? Results?
NOTE: Please perform speed test from http://customer.ecore.com.au/speedtest
They do not need to download the whole file as max speed should be reached within 20 - 30 seconds
[For dropout faults] How often does the service drop out?
[For dropout faults] Do the dropouts occur at any particular time of day?
[For dropout faults] Do the dropouts occur after a period of being idle?
[For dropout faults] Does a reset of the equipment provide a temporary fix for the dropout?