Handling ADSL line and modem problems
What you should know when you detect line and modem problems:
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Wholesale adsl resellers (e.g. easynet, planet internet,...) seem to have
a contract with Belgacom specifying that the reseller handles contact with
the client. Altough Belgacom is responsible for the line you should
not and cannot contact them.
-
Repair of ADSL modems is handled by Belgacom Teleboetiek. (But people
there assume you are a Skynet customer...)
The story below explains how I found this the hard way.
What you can detect yourself.
Some time after power up the LED on your alcatel speed touch modem
should turn green.
The rightmost led should turn green otherwise the problem is with your
modem.
If the second rightmost led stays blinking your modem does not
see the sync signal from belgacom.
-
first check the cabling between your modem and the telephone wall plug.
Is the splitter in the wall plug ? Is the cable between the modem
and the splitter firmly inserted in the sockets ?
-
otherwise check if your phone still works
-
if the phone does not work there is most probably a line problem, call
belgacom (0800 22700 enter 1)
-
your phone works, but you still have ADSL problems, contact the helpdesk
of your ADSL provider.
If both led show constant green your modem seems OK.
My Experience or what you should not do.
My ADSL provider is Easynet, but I assume this story could occur with others
to. (And yes I know part of this story is in Dutch, but this is more natural
to me ;-))
-
25/4/2001 20h
The leds of my modem kept flashing in an endless loop and the
power led never turned green. Moreover on my telephone line there was a
lot of noise. I did sent a mail to support@easynet , asking
them if this was a problem for them or for Belgacom.
-
26/4/2001 14h
Since I had not got a mail from easynet I sent in my problem once more.
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26/4/2001 16h
I was near the Belgacom boetiek in Leuven (where I bought the modem)
and asked if there was a repair service.
"You should contact "0800 22700 enter 4 for adsl", they will check
the line and if the modem is the problem they will give you a trouble ticket
and then we will exchange your modem."
-
26/4/2001 16h30
"Belgacom Adsl help, met Marc ?, wat is uw telefoon nummer... Ha, de
interventie is gepland voor morgen tussen 8h en 17h... Ja voor ADSL komen
ze altijd langs, heeft men u niet verwittigd ?"
Enfin ik blijf de volgende dag thuis.
-
27/4/2001 9h45
"met Jan Leys, Belgacom technieker. Ik ga tien minuutjes aan
uw lijn werken. Ik bel U terug"
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27/4/2001 9h52
"met Jan Leys, Belgacom technieker. Alles is in orde."
"Dus nu werkt mijn ADSL ?"
"met de centrale is alles in orde..."
Dus ik test men adsl connectie, maar de modem geraakt niet in een stabiele
toestand.
-
27/4/2001 9h55
"Belgacom Adsl help, wat is uw telefoon nummer... Ha, maar ge
zijt wholesale dan moogt ge niet naar ons bellen"
"Ja maar die lijn testen is toch jullie probleem ? "
"Ja maar ge moet dat via uw provider aanvragen"
-
27/4/2001 10h
Easynet support (Tom) : we hebben Belgacom gevraagd om uw lijn te testen,
normaal mogen die niet naar U bellen,
maar we hebben nog geen Belgacom raport gehad, dat komt vanmiddag tussen
14 -15h. Ik bel U dan terug.
-
27/4/2001 15h45
Gebeld naar Easynet support (Tom): "Belgacom is juist zijn raport
aan het doorbellen. Ik bel binnen 10 minuten terug."
-
27/4/2001 16h00
Easynet support (Tom): "Volgens Belgacom is de lijn in orde". Na beschrijving
van de led flash procedure is het voor Easynet duidelijk dat dit een modem
probleem is.
Dus de modem moet naar de Belgacom Teleboetiek.
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27/4/2001 16h45
Belgacom Teleboetiek
"Ik heb hier een defecte modem"
"Wat is het ticket van de storingen"
"Daar mag ik niet naar toe bellen..."
Enfin naar beschrijving van al de stappen hierboven is men akkoord
dat de modem kan ingeruild worden en daarbij zijn ze zeer soepel. Ik mag
zelfs de uitgebreide Alcatel doc, die bij de oude modem zat en bij de nieuwe
niet meer, houden .
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27/4/2001 20h00
De nieuwe modem werkt en de ADSL link is terug op.
Conclusions
Easynet could have answered my mail but since my presence at home
was not needed they probably waited for the Belgacom report (which takes
at least one day ?)
Never trust the "0800 2700 enter 4 for adsl" if you are "wholesale"
these jokers may try to keep you waiting a whole day at home
without reason.
I keep wondering who may call "0800 2700 enter 4 for adsl" , could it
be that Skynet is not treated as a wholesale reseller... ?
Jean Huens