DSL sync problems are related to the copper phone line. As always for Hay, note your troubleshooting steps in the ticket as you do them and save as you go. Also remember to indicate the status of the DSL light.
- Reseat phone line cord into RJ11 on back of modem and RJ11 on wall jack. Give it a minute or two to see if it starts to train/sync.
- Be sure phone line cord does not go through any splitters/filters.
- Check for CVs/ECs and post into ticket comments.
- Run POTS line test and post into ticket comments.
- Reset the port by turning the admin state of the port down, save, and then up and save. Give it a minute or two to see if it starts to train/sync.
- Reboot modem. Give it a minute or two to see if it starts to train/sync.
Other standard things to check for DSL Problems
- check the blade sync uptime for the port and indicate it in the ticket comments
- log into the modem via MER and check the modem uptime and note if it is the same or different than the blade sync uptime
- modem uptime longer than blade sync uptime can indicate intermittent sync causing retrains
- copy and paste the current sync stats into the ticket, or write the current and attainable sync rates into the ticket comments if on a blade that doesn’t let you copy and paste
- determine if the issue may be usage related
- indicate in the comments the current upload and download so far this month
- determine if the customer has higher speeds (60Mbps+) and only has 2.4GHz WiFi as they should get upgraded to a 802.11ac or 802.11ax router so they can get 5Ghz as well
If there is still no sync please escalate to repair.