Notes

9-3-16
==1===
router cant connect to internet checked isp
e1200
turned on the computer cant connect to internet
charter
wired: PC
disconnected
===2==
irate, in a hurry
wrt54g version2
no internet connection
ui
- mac address clone
ping
-4 reply froms
at&t
disconnected

==3==
return call
CDF50CCB5074
set up an account with wireless
time warner cable
ip address = 169.254.10.201
linksys page cant be accessed
pitch pc/pc6 but customer declined, said she'd relay
the info to her roommate
told her router was quite old and was only given to her
Name of the ISP (if not listed in CRM field): Time Warner
Make and Model of the modem: Time Warner modem

No. of Wired Computers:
Operating System:
No. of Wireless computers:
Operating System:

Is there a VOIP service running through the modem? (Y/N):
Make and model of the VOIP Device:

Can the Computer get online through the modem? (Y/N) Y
Are the cables properly connected? (Y/N) Y
Is the modem and the router powered on? (Y/N) Y
What is the LED light status of the router? blinking
What is the LED light status of the Modem?
WAN IP address from the modem:
MAC Address of the main PC:
Was MAC Address Cloning enabled? (Y/N) N

Error Message Received:

Troubleshooting Steps:
(Specific Step-by-Step procedures done with the customer. DETAILS.)
Step 1:
Step 2:
Step 3:
Step 4:
Step 5:

Closing Remarks:

Does the issue need to be escalated? (Y/N) N

==4==
smart wifi

1 computer
1 iPhone

Linksys

wrt1900 ac

13J1060A416393

ISP : Comcast

===5===

Bally Bearn
2565821726
[email protected]

Charter
ea6350
14Y20J03607305
Initial setup

1 pc plugged to the router - windows 7
1 security camera
1 smartphone

Name of the ISP (if not listed in CRM field): Charter
Make and Model of the modem:

No. of Wired Computers:1
Operating System:Windows 7
No. of Wireless device:
Operating System:

Is there a VOIP service running through the modem? (Y/N):
Make and model of the VOIP Device:

Can the Computer get online through the modem? (Y/N) Y
Are the cables properly connected? (Y/N) Y
Is the modem and the router powered on? (Y/N) Y
What is the LED light status of the router? Solid
What is the LED light status of the Modem? Solid
WAN IP address from the modem: n/a
MAC Address of the main PC: n/a
Was MAC Address Cloning enabled? (Y/N) Y

Error Message Received:

Troubleshooting Steps:
(Specific Step-by-Step procedures done with the customer. DETAILS.)
Step 1: Access UI of Linksys Smart Wi-Fi
Step 2: Clone MAC Address on the router, still no internet connection
Step 3: Connect PC to modem to ensure if there's internet connection
Step 4: Reset then powercycle the router
Step 5: Open browser to check if there's internet connection


Closing Remarks:

Does the issue need to be escalated? (Y/N) N


==6==

EA6100
14X1060A514873

Charter
contact ISP
Declined DC/DCU

==7==
return call
ea7500
[email protected]
-cannot get to webpage for security purposes
-streaming is not setup
Troubleshooting steps
-PC to modem
-Clone MAC Address
-Change channel into 6
-Wireless -->turned off wifi protected set-up
DETAILED DESCRIPTION OF THE ISSUE:
Device & symptoms (what/where):

HISTORY:
When does the problem occurs:
How often:

EXACT ERROR MESSAGE RECEIVED:
<Enter N/A if not applicable/relevant>

RELEVANT NETWORK INFO:

Computers’ OS and Service Pack info:
ISP Modem (Brand, Model & hardware version):
ISP Modem mode:
WAN IP address when direct connected:
WAN IP address displayed in the router:

Wired
Number of wired computers:
Frequency of wired disconnection issues;
Other details about wired disconnection issues:

Wireless
Number of wireless computers:
Brand of built in Wireless adapter:
Model and version of wireless adapter:

Wireless Security:
Wireless Channel:
Wireless SSID:
Wireless status bars:

Other relevant wireless settings:
Distance between wireless computer and router:
Frequency of wireless disconnection issues:
Other details about wireless disconnection issues:

Setup Wizard
Was the setup wizard used:
Setup Wizard version:
Setup Wizard error message/code:
Setup Wizard failure description:

Adapters and Firmware

Found Driver Version:
Installation error message/code:
Found Firmware Version:
Installation error message/code:
Found Software Version:
Installation error message/code:
3rd party software:
Installation error message/code:

TROUBLESHOOTING:

Specific Step-by-Step procedures taken with Customer. USE DETAIL.
Step 1:
Step 2:
Step 3:
Step 4:
Step 5:
Step 6:
Step 7:
Step 8:

Additional/When possible (for troubleshooting)
Troubleshooting steps and why?
Security type was changed… why?
Why did you reset the router?
Why was the modem power cycled?
If determined defective, based on what?

RESOLUTION/CLOSING REMARKS:

Technician’s idea of what the root cause/real problem was?
Have you seen this issue often enough to consider it as a possible product bug?
Customer agreed to close the case: Yes/ No
Customer agreed issue was: Resolved/ Not Resolved
Customer satisfied: Yes/ No