Our primary responsibility is support of your Wide Area Network.
If we discover that there is a problem on your WAN, the support tech
will need to troubleshoot your connection with you at the location
of the DSL router. The troubleshooting process can be immediate for
minor configuration issues. If the issue is more complicated, we will
then escalate the issue to the CLEC (Competitive Local Exchange Carrier)
for repair. Your service issue may require repair from the CLEC or
the ILEC (Incumbent Local Exchange Carrier), which we will coordinate
for you. For CLEC issues to be resolved, the repair process commonly
takes from 12 to 48 hours. For ILEC-related problems, time frames
can be 72 hours or more depending on the problem and how clear it
is to detect physical line issues from the MPOE to the CO.
An Access US technician will walk you through the troubleshooting steps
pertaining to your DSL service problem. Key information needed before
working with an Access US technician is the condition of the router.
Access US supports Efficient/FlowPoint, Zyxel, Alcatel, and BroadXent
routers and modems. Take the steps necessary for your particular issue,
as described below.
| Sync w/ No Surf |
The WAN connectivity light on the router is GREEN,
but browsing and email do not work. |
| |
|
| Speed Degradation |
All physical functions are fine. Browsing and downloads are extremely
slow. |
| |
|
| Packet Loss |
The WAN connectivity light stays GREEN, but you are experiencing
severe service degradation. |
| |
|
| Bouncing |
The router will continuously lose a healthy WAN connectivity light
and regain it by itself or after a power reboot. |
| |
|
| Down |
The WAN link light is OFF or BLINKING |
| |
|
| Trouble Tickets |
A trouble ticket with the CLEC will be opened if your problem
is not resolved by our technician. |
| |
|
| Testing |
Your assistance may be required to run coop testing with the CLEC.
|
| |
|
| Dispatches |
It may be determined that your line needs service from an IW or
ILEC technician. |
|
