PLDT's SOP for Troubleshooting |
I have been an avid caller for PLDT's customer care for quite some time due to some problems with my connection and no matter how simple or complex my problem might be, it's always the same thing.
I just called the PLDT Hotline 172 to have some assistance regarding my modem resetting every 5mins or so, which totally ruins gameplay. All I got was their standard methods and a lousy customer service rep who answers me in one liners. As usual, my problem's not resolved and I had to find my own way to fix my connection while they promise to remotely test the connection from their side. Now let me list down a couple of their standard troubleshooting methods that will most likely be the ones you'll do.
- What's the status of your modem? I use a Zyxel p600 modem so there's bound to be three lights on top. Three should be lit. Power and DSL should be steady and Ethernet led should be blinking. If you're DSL light's blinking, it's an unstable wiring, check your wiring. If it's ethernet, it's prolly PLDT-side problem so call for it. If the power button's got no light, however, plug the modem in you dumbass.
- Have multiple PCs connected via router? Then unplug it and directly connect your modem to your PC for testing.
- Check if your phone line has any kind of noise.
- Do you have an extension for your phone where the DSL's connected to? That should've been remedied by the DSL technicians when they installed the connection at your place. Either way, unplug it for testing.
- Reset the modem by turning the modem off and unplugging it for about 10-15seconds. After which, just plug in and turn it back on.
- If you still don't have a connection, let's see if your connection's automatically obtaining IP and DNS.
Go to Network and Sharing (just right-click your Network Icon on the bottom right of your screen)
Click Manage Network Connections.
Click Internet Protocol Version 4 (TCP/IPv4) and choose Properties
In the General Tab, make sure you have set the radio buttons to Obtain both DNS and IP automatically
Click Ok, then when you're back in LAN Properties, again, click Ok
- Still no connection? Let's renew your DNS. Open up CMD as an Administrator.
Go to START>> Accessories
Right Click Command Prompt and select "Run as Administrator"
Type in "ipconfig/flushdns" and hit Enter
Type in "ipconfig/release" and hit Enter
Type in "ipconfig/renew" and hit Enter
What this basically does is simply reboot your DNS settings as there are occasions wherein your network still hasn't adapted to new modem/router settings.
- Occasionally, the CSR would also ask you to clear your cache and temporary net files by simply going to your browser's options and erasing from there, or you can go to Internet Options found in the Control Panel.
Hhhhmmmm... that's 8. Well, as I've said, these are only standard procedures given to you whenever you call their hotline. There are times when they work but most of times, they don't for me. You can always troubleshoot all by yourself, which I think is the best way to go rather than go through the hassle of going through all this expectedly. So yeah, good luck with your problem. Hope it gets fixed.
Oh and about my modem reset thing? I don't think I've found a solution to the problem although I found a probable good hint that if the modem's not ventilated well, it might heat up to much leading to such a problem like auto-resetting. Try cooling it down. Poor modem.
|
