Front Desk: 519-236-4333
Support: 519-238-4500
Smart RG Info:
-There are two types of Smart RG’s – There is the Smart RG 505N (White) and the Smart RG 515ac (Black)
-The 515ac Smart RG’s are capable of having both a 2.4GHZ and a 5GHZ wifi network.
Setting up a Smart RG:
1. Login to the IP that you found either on NOMS or in the associations tab in the OCCAM with support/support.
2. Once you are in there check to see if the software version is up to date and that the config file is right.
Software Version: 2.6.1.7 or 2.6.1.14
-To update the software version in the Smart RG, first go to Management then Update Software then hit browse.
-From there O: Marcel’s Files / Latest Modem Firmware and Config Files, then choose the software file you want and hit Update Software.
Config File:
-If the Traffic type says ATM or PTM then usually your config file needs to be ATM or PTM.
-If the customer just has internet you can choose ATM General v1.1 or you can choose PTM General 1.1.
-If the customer has tv as well, you need to know how many boxes they have. If they have two boxes then choose PTM 2STB v1.1 or ATM 2STB v1.1.
-To change the config file you will have to go to Management/Settings/Update then hit browse and look for the config file you want in O: Marcel’s Files / Latest Modem Firmware and Config Files, then choose the config file you want and hit Update Default Settings.
-The Smart RG usually takes about 2-3 minutes to complete this, it will reboot and then come back up with the new config file on it.
How to put pppoe in:
-Go to Advanced setup/WAN Service and then there will usually be three options there, you want to edit the one that says PPPoE
-Once you hit edit it will ask you for PPP Username and Password – enter the customers pppoe user (without the hay.net) and password, then scroll down and hit next-next-next-Apply/Save .
Set up WIFI in the Smart RG:
-Hit the wireless tab on the left, then basic. In here you can edit the SSID of the network.
-Once you’ve entered it scroll down and hit Apply/Save
-Then click on security on the left hand side, in there you are able to edit the password in the WPA passphrase section.
-After the password is entered then click Apply/Save. Before leaving that page make sure it saved properly – you can do that by clicking the Click here to display Icon.
How to check if PPPoe is connected in the Smart RG:
-Click on Device Info then WAN.
-In there it will show you if the PPPoe username you entered is Connected or not.
If it is connected it will show this:
-If it says connecting then pppoe is trying to connect, sometimes it will take a few minutes but if you find that its been a while its likely that the password is incorrect or needs to be updated in Hay NOMS (noms.hay.net).
– If it says unconfigured then its likely that the setup is wrong or the wrong config file is on the smart RG.
How to check the DHCP Leases in a Smart RG:
-Click on Device Info then DHCP – this will show you a list of devices connected to the Smart RG.
How to check if there is anything connected to the LAN ports on a Smart RG:
-Go to Device Info then Statistics then LAN
-In there it will show you a table like this:
If customer only has TV:
-Check to make sure the config file is right for the number of STB’s they have.
-Delete pppoe entry from advanced setup/wan service.
-Turn off wireless
-Disable DHCP under LAN
Find Cable Pair/Colour:
1. Go to facilities tab in Ivue under the customer’s account
2. Hit the drop down – should show you the PAIR
3. Beside PAIR will show the number
4. To find the colour click on PAIR
5. There you will find the colour
SecureCRT:
Check to see if locked out
stat gwl gwe 928 44
Check login time:
show subscribers detail user-name ______________ (paste customers username ex: bendvets)
How to test the line:
-Login to CS 1500 on SecureCRT, then type in the commands below:
Commands:
oamp tlt
s (line info ex: GNBD LCE 03 1 07 01)
m
m rep 3
d
*Resistance values should all be 999, if they are lower then there is something wrong.*
Test Line (FOR HENSALL CUSTOMERS):
-Look up the customer in EZlink NOMS
-Go to bottom of the page on EZlink NOMS and click on Loop Diagnostics-line 1 to test the line.
EX:
How to check pppoe logs:
-Go into SecureCRT
-Connect to monitor.hay.net
-type cat /var/log.radius.log/ grep ronmudconnect
Customer information:
Check to see what type of router they have:
-Go to SecureCRT
-Connect to the MX
-Type show subscribers | match ronmudconnect
-Type show subscribers detail user-name ronmudconnect
-MAC address shows what kind of router they have, if calix, can use IP in the cloud to check the device.
Turn Customers Phone Line back on:
-Login to CS 1500
Commands:
– oamp dn
– que stn 236 7611
– If it says SUS – its suspended so you have to:
– req stn 236 7611 and this will fix it.
When pppoe is not connecting:
1. Find Mac adress in the modem device summary page (OCCAM – Associations)
2. Then connect to the MX
3. Then type show pppoe lockout | match 09:D3 (from mac address 3C:90:66:09:D3:B4)
4. If it lists something on the first command then it is locked out for the amount of seconds listed on the right ( 0 0 1200)
5. If it is locked out then type – clear ppoe lockout mac-address 3C:90:66:09:D3:B4
In the MX:
show subscribers
match : ________ (last name)
monitor interface (copy and paste ppoe #)
Find Mac Address in the MX:
Commands:
show subscribers | match ______ (username)
show subscribers detail interface (ppoe #)
ex.
{master}
tech@dswd-mx480-1> show subscribers | match notanike
pp0.3221848768 163.182.246.151 notanike default:default
{master}
tech@dswd-mx480-1> show subscribers detail interface pp0.3221848768
Type: PPPoE
User Name: notanike
IP Address: 163.182.246.151
IP Netmask: 255.255.255.255
Primary DNS Address: 163.182.253.99
Secondary DNS Address: 163.182.253.101
Logical System: default
Routing Instance: default
Interface: pp0.3221848768
Interface type: Dynamic
Underlying Interface: demux0.3221693034
Dynamic Profile Name: PPP-Base-PAP
Dynamic Profile Version: 1
MAC Address: 00:1d:68:ef:d2:14
Idle Timeout (seconds): 3600
Idle Timeout Ingress Only: FALSE
State: Active
Radius Accounting ID: 54541468
Session ID: 54541468
PFE Flow ID: 623357
VLAN Id: 2327
Login Time: 2018-08-06 12:32:25 EDT
Reset Network Settings on a Device:
-Go to General – Reset – Reset Network Settings
Change Parental Controls:
Set up a screen connect (help.hay.net):
1. log into modem 192.168.1.1
2. User/Password on the modem
3. Go to Advanced
4. Then Scheduling and Blocking – lets you set up everything you need.
Go into
1. Status
2. Devices – show IP’s of all devices connected
Static IP Info:
-Set a device up with a specific static IP SMRT RG:
1. Find mac address of the device – in DHCP
2. Copy it and go to Advanced Setup
3. Then to LAN
4. Then copy Mac Adress and put in the IP you want it to be.
*Static IP setup: ONLY FOR BUSINESSES!*
When there is no info in the RG below the GE-1 etc…
-RG is messed up
-Go to the root of the ONT
-Action – Reset ONT
-Click the RG option not force
-Then apply, this should fix it, you should be able to see the device in consumer connect.
Setting up Guest Network:
-In the smart rg go to 2.4 Ghz then under basic
-It will show Wireless – Guest/Virtual Access Points:
-That’s when you enable a Guest network, also hit isolate clients
-Then go to security
-Select SSID
-Choose Guest
-And change the password
-Type in the last 4 digits of the Cmac – this will add the modem
-Then go to the calendar and hit finalize
-Refresh and force poll the modem.
Cable:
Setting up a cable modem:
1. Go to GLDS
2. Find the name of the customer
3. Go to the equipment tab
4. Get the last 4 of the mac address from the tech
5. Click Assign and then go to ID Number, click Search by last digits and then put the number in.
Cable Tv:
Model X52 have an issue with the channel being black
– Do an install cold on them to fix it, if this doesn’t fix then dispatch.
To add a STB to a customer’s account:
-Click on the equipment tab
-Hit either Assign or if its a swap click on the box you want to swap and then hit swap equipment
-Go to serial number, search by last digits and then put the number in.
Entone Remote:
– To reconfigure it hold setup and B
– Hit STB then power to turn on STB
Finalize an order (You need to do this if there is an order for the customer in GLDS after putting in a cablemodem or a cable tv STB)
-Click little calendar at the top of the screen on the customers account, go to bottom, hit finalize
Wireless Radio Hookup:
1. Giga bit data power goes to the outside radio
2. Giga bit data goes to the router.
Stream Count (Minerva):
1. Fibre and DSL – 3 streams
2. Amino 600 series PVR – 6 streams
Netgear Update (Screen connect):
-192.168.1.1 admin / password
-Administrator
-Firmware Upgrade
804 Information:
-AP’s are $4.00 a month
-Newest software version is 2.0.1.110.bin
-Usually the 804 mesh if we have good backhaul we can do it wirelessly
Login to 804 Mesh:
-Log into the device directly: support/keepOut-72863!!
-Hooked up to a master device: support/support
804 Wirless (fsan):
1. Set up SSID and password – In the 844
2. Make sure backhaul is on – In the 844
3. When its on, they just have to hit the WPS button on both devices and they should connect.
*put serial # into equipment in ivue under the registration ID*
If it’s a hardwire:
1. Turn Backhaul off
2. Then they should be good.
*If they need an ethernet jack or want it hardwired it is just 60$ that one time*
Netgear Update (Screen connect):
-192.168.1.1 admin / password
-Adminstrator
-Firmware Upgrade
Upgrading to DSL MAX:
ATM:
-Go to advanced setup and enable the AnnexM
-Hit apply and save
-Then go to the blade
-Hit Edit under configuration
-DSL Profile – Standard_20-2annexM
Check settings in the 844:
-Get customer to screen connect
-login with ip and username and password
-Go to connect to device
-then support
-under tr-069
– drop down main and supplemental
-scroll to the bottom.
-settings should match this:
For main:
For Supplemental:
Set up PPOE on 844:
https://support.haycomm.ca/setup-pppoe-on-factory-reset-calix-844e/
1. Login to the 844 through NISC
2. Go to router settings
3. Then Remote GUI Password
4. Under GUI Access Type: Select LAN+WAN from the drop down and then save changes
5. Then go to User’s View
6. Access Native Inerface
7. Login with username: support and password: keepOut-72863!!
8. Once you are in there – click on support at the top right
9. Then Service WAN VLANS, then hit edit.
10. In the framing section you will want to choose pppoe and then enter username and password.
EX. natalieconnect
Password: hd32s90f2d
11. Scroll down and hit Apply.
Reconfigure/Link:
Airsonics:
-hit wps button on ap
-and then hit wps button on station
*When they have their own router – connect the modem in bridge mode, delete ppoe.*
Airsonics Info:
To find out if they have good signal:
– Find IP in the associations or DHCP leases
– Username is admin, password – last four of the mac address in all caps
Minerva:
How to reload the software onto a box – amino usually need to be rebooted every 3 weeks or so
-Telnut into putty with the IP
-Hit Ref then tab
-Should bring up reflash_stb.sh
Website: http://192.168.131.22:8000/admin/DemonApplication.po
Stream Count:
1. Fibre and DSL – 3 streams
2. Amino 600 series PVR – 6 streams
Fault Locate:
If they want a locate they need to call One Call or got their website https://www.on1call.com/ to book an appointment.
Email Settings for IMAP:
Use IMAP settings for all email accounts on mobile devices and web browser accounts:
Server Type: IMAP
Incoming Server: mail.hay.net
Incomming Port: 993
Incomming Security: SSL/TLS
Outgoing Server: smtp.hay.net
Outgoing Port: 587
Outgoing Security: STARTTLS (or Use SSL on iOS)
Username: (first part of email before @hay.net)
Password: (your email password)
Cable Modem – Bridge mode: c01 (Wifi), c00 (no wifi)
-GLDS go to packages
-If it says 100 meg with wifi change it to 100 meg – hit disconnect to take old one out
-Then HTTP in noms – use technician and password of the day from Hay Support Information
-Make sure enable wireless is checked off
-Then go to LAN setup and make sure NAT mode is in bridged.
Test Cable Box for Channels:
-Look up Hay Office in GLDS
The PVR is the one ending in 4535. Move to customers account to test.
-Double click the equipment in GLDS, and then you will have a Assign By Subscriber button to use.
DSL MAX:
-As long as after you change the profile to dsl max and it says data_only_pppoe then we are good.
Test IPTV with VNC:
-You can connect to Entone and Amino 600 series STBs via SSH. Amino 540/140 via telnet. And Entone\Amino 600 series via VNC.
-If it asks for a username and password it is root/entonehd. Amino is root/root2root.
-Needed files can be found here: O:\Marcel’s Files\IPTV
SSH
-Merge the Putty IPTV Sessions.reg file to your computer (on a per user basis).
-Now when you open putty.exe you will have the two templates needed.
-Click Load on either or just “IPTV STB Key – no VNC” session for general stuff like rebooting.
-After loading one of the sessions you will just need to complete the IP of the STB you are working with. -You may be prompted with a PuTTY Security Alert for any devices you have never connected to before – you can click Yes.
VNC
-First connect to the STB with “IPTV STB Key – no VNC”. Run these two commands:
Commands:
dropbear
iptables -A INPUT -p tcp –dport 22 -j ACCEPT
-Now connect to the STB with “IPTV STB Key”. Be sure to log in if prompted for the username and password.
-Keep the putty sessions open as they provide the SSH tunnel for VNC to work.
-Now open a VNC viewer such as TightVNC and connect using:
localhost:15901
Password: envnc123
HNR (the Remote Remote):
-Open pyhnr.exe.
-Connect via SSH to the STB IP and be sure the port is 10022. Click connect.
-69.9 dbM is a good radio signal
-New Arris modem does not work with Light interent.
GLDS – Drop Tag Info:
-Go to customers account, then click on the first little house symbol at the top (Homes passed)
-On the right it should show you the Drop tag and what it is.
Hosted Webmail site:
webmail.(domain name)
Monitor:
Through the MX
match subscribers | (ppoe username)____________________
Phone Things:
Call Return:
# oamp dn
DMO000 DN
REQ dlo stn XXX XXXX uacb uar
REQ ado stn XXX XXXX acb ar 2
IPTV Screen Pop:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX ta cfwy 1
Call Display:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX cnam cnd
Visual Call Waiting:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX cnam cnd cwt cwid
Non-Published Number:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX supr
(unlisted number)
Simultaneous Ring:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX srng *Adds sim ring to the DN.
REQ anum stn XXX XXXX srng NPANXXXXXX *Adds the number to sim ring to.
REQ act stn XXX XXXX srng *Activates sim ring.
REQ dact stn XXX XXXX srng *Deactivates sim ring.
REQ qnum stn XXX XXXX srng *Queries numbers in sim ring list.
Over-Seas Blocking:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX !OSB
Call Blocking 900/976:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX OPT4
Block Operator Calls:
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX !OPR
Long-list Speed Calling:
Provides the DNCT with the capability of calling up to 30 frequently called numbers by dialing a two-digit code.
# oamp dn
DMO000 DN
REQ ado stn XXX XXXX LSC
Replace ONT:
IF they are swapping the ONT with a different ONT:
-In CMS click Action
-Then Unlink ONT from PON
-At the bottom on the left there will be an option that just says ONTS
-Click Discoverable, unlinked
Wait till the new device comes up, then assign it to the ONT # from before.
IF the same type of ONT
-Hit Replace
-Then put the new fsan# into it.
Upgrade in the USS:
– Equipment tab
– * Fsan * -paste the fsan of the device in between the asterisk’s
-Double click on the device, look at software – if it is 11 then you need to upgrade
-Hit run groovy script
-Then do this one first: eval_download_firmwarefile
-And this one after it is done: eval_download_configfile
-After that is completed then it will show up in NISC
Swapping out a Cable Phone Modem:
-Add new device into GLDS
-Go to VOIP phones on the left side.
-Change to the new EMTA mac – generally always use #1
-Packages should be – MAX HOME PHONE, 100 MEG and Voice Bundle
-Go to CS 1500
-Oamp dn
-que stn 519 262 2764 (Copy this into the ticket just in case we mess up)
-stat gw gwe 9120
-ovly ded
-busy gw gwe 9120 (Make busy so we can make changes)
-ovly net (paste this into ticket comments as well just in case)
-stat gwl gwe 9120 1
-ovly net
-chg gw gwe 9120
– paste this mta-20-f1-9e-1f-5e-f5.mgcp.ezlink.ca (with proper mac)
-que gw gwe 9120
-ovly ded
-rts gw gwe 9120 (return services)
double check: stat gw gwe 9120 1
– delete older modem now.
-should come up after this.
Link: https://my.haycomm.ca/index.php/Cable_Internet_Troubleshooting#Swapping_Phone_Modems
Mail:
Check the mail logs:
In SecureCRT
-Use monitor.hay.net for hay emails or monitor.ezlink.ca for ezlink emails.
To see the entire mail log:
Command: cat /var/log/mail.log
-If you add | more at the end of this command then it lets you control how much you want to see.
To see a specific mail log:
Command: grep assist@hay.net | grep ” Dec 3″ | more
-grep means search
-There should be two spaces in between the month and the date when it is a single digit date, if double digit it only needs one space.
-This line just means search the mail logs for assist@hay.net on Decemeber 3rd.
You can also narrow it down even further by choosing a time frame as well:
grep assist@hay.net | grep ” Dec 3″ | grep 16: or grep assist@hay.net | grep ” Dec 3″ | grep ” 16:”
WHM/Cpanel:
https://host1.hay.net:2087/logout/?locale=en
https://host2.hay.net:2087/cpsess8804710908/
https://linux1.hccl.net:2087/cpsess3593399476/
When logging into any of the three hosted domains they are all very similar.
When you first login, you will see quite a lot of options on the left side to play around with, however the most important section on the left side is the Account Information section.
Under there, you will see an option called “List Accounts”, when you click on that it will take you to a page where you can search for any customer that is hosted under it.
If you click on the little 
icon beside the customer you want to view – you will then be able to view some account details.
In here you can change a few things like the IP address or the password. You can check the IP of the customer by pinging the domain as well. Each server has their own unique IP Address.
If you click on the 
icon then it will take you into cPanel.
Under the Email Section:
Email Accounts shows you the emails you have set up, as well as lets you create new emails.
Forwarders allows you to forward mail from one email account to another.
Email Routing allows you to setup the route for your domain, meaning set up where your incoming mail goes.
Mailing lists lets you set up one email address to send mail to multiple email addresses.
Track Delivery basically shows you all emails that are being sent. It will show you all the successful ones as well as one that fail. The server will take the data and store it for 30 days.
If you click on the 
button, it will show you more information:
