Servicios de Telecomunicaciones
 
Internet del ICE
 
 


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FAQ about Troubleshooting

Esteemed customer, described below are some possible solutions that can be applied to the Advanced Internet Service through ADSL, it is recommended that you check this list before reporting problems to 119.

Basic Guide for detecting ADSL problems at the clients location before reporting a problem to the 119 operators
Reported problem
Possible cause
Recommendation
Telephone does not have a tone but does navigate

1.Telephone connection cable disconnected at the splitter.

1. Check the cable connections.

2. Cable disconnected from the outlet.

2. Check the cable connections.

3. Cable connecting the splitter and the telephone damaged or broken

3. Test by substituting the cable.

4. Damaged telephone

4. Try a different telephone.
Telephone has a tone but no navigation.

1. Cable connecting the splitter and the CPE (ADSL modem) disconnected.

1. Verify the WAN light, must be fixed, otherwise (blinking) there is a problem.

2. Cable connecting the PC and the CPE disconnected

2. Check the cable connections.

3. Bad DHCP configuration.

3. Check the DHCP configuration, (to check the DHCP configuration follow the steps according to the annexes)

4. Damaged network card.

4. Ping the default gateway of the CPE

5. Problems with the CPE

5. If the service is connected to a Hub, Switch or Router, disconnect the CPE from the equipment and connect a PC directly to the CPE, attempt to navigate, if the test works restart the corresponding Hub, Switch, or Router, the CPE and the PC and try again.
6. Problems with the browser, IE, Netscape or others.

6. To discard weather the Internet browser installed functions correctly you can test ping different addresses on the Internet, this is done from the command line (dos prompt) previously mentioned the command is as follows: ping www.cisco.com or any address you prefer. The reply has to be positive.

aaa

7. Note: If you have the option of testing with a different PC not connected to the service, do so to discard any malfunction in the network card.