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First Line Checks

Before Method IT are able to raise a fault with the Carrier Support Teams, the Carrier requires that the following first line checks are undertaken.

Without the below checks being fully completed Method IT will NOT be able to raise a support call with the Carrier.

Failure for these checks to be completed accurately may lead to Carrier Support charges being incurred.

1st Line Internet Checks for All Services

  • Is the Firewall and Router turned on, plugged in to the correct socket and showing power lights as on?
  • Are there any patterns to the frequency of drops or times when the drops occur?
  • When the connection drops, are there any electrical devices that had been turned on/off which could cause interference?
  • What was the customer using the connection for at the time of the drop? Browsing web pages, using VoIP systems, or just idle?

For Broadband Services

  • Are all phone sockets correctly filtered with a micro filter rather than just the socket the DSL router is connected to?
  • What is the status of the sync light on the Broadband Router? Solid/Flashing/Off?
  • Is their a dial tone on the PSTN line?
  • Has the micro filter been replaced to see if that resolves the issue?
  • Where the customer has an BT master socket, has the service been tested via the test port behind the master socket? This eliminates any possibility of interference from internal wiring / non DSL sources etc.
  • When the connection drops, are there any electrical devices that had been turned on/off which could cause interference?

For Ethernet First Mile Services

  • Is our Managed device powered onsite with power lights visibly lit?
  • What status lights are illuminated on our equipment?
  • If illuminated what colour?
  • Are all the lights on the Carrier Equipment lit-up, indicating the pairs are active?
  • If a pair is shown as in error, does unplugging the pair restore the service?
  • Inspect the installation to make sure all the provided pairs are connected to the wall sockets and that none of the cables are stretched, worn or in a position where they can be trodden on, bent or squeezed.

For Fibre Internet Services

  • Is our Managed device powered onsite with power lights visibly lit?
  • What status lights are illuminated on our equipment?
  • If illuminated what colour?
  • Is the Carrier Equipment box powered?
  • What status lights and colours are on the Carrier Equipment?
  • Confirm which port the cables are plugged into?
  • Are the interface lights illuminated and/or flashing?
  • Power cycled all equipment before raising with carrier?
  • Able to ping the default gateway?
  • Provide a trace-route to destination if CPE online?
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