This document provides guidance on diagnosing and resolving various issues with landline phone and internet services. It includes steps to check for dial tone, static/noise, connection issues, speed tests, equipment setup and more. Technicians are instructed to have customers perform tests and try isolating the problem before lodging a fault if issues remain.

1. LANDLINE
ADSL/INTERNET
Fault Diagnosis Guide

2. What is cx’s complaint?
DSL Fault Diagnosis
• Can’t connect to the internet
• Slow internet
• Internet cuts in and out

3. Please have cx disconnect the modem
from the telephone wire and connect a
handset to it to replace the modem.
Is there a dial tone when the cx picks up?
YES NO
DSL Fault Diagnosis

4. Does cx hear crackling/static noise?
YES NO
DSL Fault Diagnosis

5. This is a line problem. Please LODGE A
FAULT about NO DIAL TONE for the
affected phone line.
DSL Fault Diagnosis

6. This is a line problem. Please LODGE A
FAULT about Crackling/Noisy line for the
affected phone line.
DSL Fault Diagnosis

7. Please have cx do a speed test on this
website:
http://speedtest.aapt.com.au
Do it for 3 times in 5 minute intervals. Get
the speeds for each test and then LODGE
A FAULT
DSL Fault Diagnosis

8. Please have cx do an isolation test:
DSL Fault >> Can’t Connect
1. Start by unplugging everything you can around your premises from the
phone line your broadband is connected to.
2. Once you’ve unplugged everything, connect your modem directly into
the telephone wall sockets using a telephone cable no longer than a
couple of meters in length. Give it a few minutes to synchronize (Steady
DSL Light). The modem does not need to be plugged into a computer at
this point if you’re testing a loss of synchronization, but you should keep
it plugged into your computer if you’re testing speed problems.
3. If the modem still hasn’t synchronized (Flashing DSL Light) after a few
minutes, connect a telephone to that socket and make sure that the wall
socket you’re using has dial tone. Also you may wish to try alternative
telephone sockets.
Is modem now in synch? YES NO

9. Please have cx check the color of the INTERNET light
of the modem.
DSL Fault >> Can’t Connect
RED
GREEN

10. DSL Fault >> Can’t Connect
Please have cx check the following:
• Check wires to/from computer and
modem if intact, properly and securely
connected.
• Test with alternate computer.
Is the problem fixed?
YES NO

11. PPPOE username and password setup on the
cx’s modem is INCORRECT. Please assist cx
setting up the modem using the
ADSL SETUP GUIDE.
The PPPOE username and password can be
found in cx’s Utilibill Account >> Services >>
Internet Services.
DSL Fault >> Can’t Connect
Is problem fixed? YES NO

12. PPPOE username and password setup on the
cx’s modem is INCORRECT. Please assist cx
setting up the modem using the
ADSL SETUP GUIDE.
The PPPOE username and password can be
found in cx’s Utilibill Account >> Services >>
Internet Services.
DSL Fault >> Can’t Connect
Is problem fixed? YES NO

13. What is cx’s complaint?
Landline Fault Diagnosis
• No dial tone
• Can’t call out
• Can’t receive calls
• Hears static/crackling noise when
on the phone
• Calls drop out

14. Landline Fault >> Calls Drop
Please have cx check the following:
• Check telephone wires if intact
• Test with alternate handset
Is the problem fixed?
YES NO

15. Landline Fault >> Noise
Please have cx check the following:
• Check telephone wires if intact
• Test with alternate handset
Is the problem fixed?
YES NO

16. Landline Fault >> Can’t Receive Calls
Does cx hear a tone when picking up the
phone?
YES NO

17. Landline Fault >> Can’t Receive Calls
Please have cx check the handset if the ringer
is off. Then test by calling the number.
Is problem fixed?
YES NO

18. Landline Fault >> Can’t Receive Calls
Please have cx do a CLI Test:
• Have customer call 12722123 and confirm
that the number read back is the correct
number.
• If a number is not read back and an error
is given, please ensure exact wording of
the error is noted.
GET COMPLETE DETAILS THEN LODGE A
FAULT

19. Landline Fault >> Can’t Call Out
Does cx hear a tone when picking up the
phone?
YES NO

20. Landline Fault >> Can’t Call Out
Go to cx’s Utilibill Account >> Payment >>
Payment History.
Are there any unpaid balances from the
previous months?
YES NO

21. Outgoing calls has been disabled for the
account due to non payment.
Please get FULL PAYMENT from cx. Outgoing
calls will only be reactivated ONCE FULL
PAYMENT IS RECEIVED. Activation will take
24hrs.
END
Landline Fault >> Can’t Call Out

22. Landline Fault >> Can’t Call Out
Please have cx check the following:
• Check telephone wires if intact
• Test with alternate handset
Is the problem fixed?
YES NO

23. Please have cx do an isolation test:
Landline Fault >> No Dial Tone
1. Remove all equipment from your phone line, this includes anything that shares your phone
line. If you have multiple telephone lines coming into your premises, you can leave any
equipment on alternate lines plugged in.
2. Leave everything unplugged for at least 10 minutes. The reason you need to do this is
because the exchange will protect itself from faulty equipment by switching your dial tone
off. The exchange checks every ten minutes or so to see if the faulty equipment is still
there, and if the problem’s gone away it switches your dial tone back on.
3. Connect a single telephone to one of your sockets with a short piece of cable, pick up the
receiver and check for a dial tone. If you don’t get a dial tone, check on another telephone
socket.
4. If you get your dial tone back, reconnect your telephone equipment to the line. Check for a
dial tone after each piece of equipment is added. If at any point during plugging the
equipment back in you lose dial tone, it’s very possible that what you just plugged in is the
problem. Check any suspect equipment at least twice to be sure it’s not a coincidence.
a) If you have a mobile phone, call your own number and make a note of whether it rings
out or is engaged, or of whatever message you might hear.
b) Check to see if your broadband is working or not.
Is problem fixed? YES NO

24. Please advise cx of $175 INCORRECT CALL
OUT FEE if dispatched tech found that the
error is within cx’s responsibility (internal
wiring, equipment).
Once cx acknowledges, LODGE A FAULT
Fault Diagnosis Guide

25. PLEASE LODGE A FAULT
Fault Diagnosis Guide

26. END
Fault Diagnosis Guide