Check List for Setting Up and Troubleshooting Dial up Internet Connections

Author: K.Davies 29/04/06. Updated 18/02/07

Overview

This document aims to list the information we need to set up an internet connection. Confirming this information helps minimise the time and cost involved in setting up the connection.

The document also serves as a checklist for setting up and troubleshooting internet connections being set up for Computerbank clients.

Things to Confirm Before Starting

Setup at Computerbank

• The client has their internet service provider details with them. We need the name of isp, username, password, dial up number and other settings (eg DNS).
• The client does not have to type an access code before using their phone.
• The client has their root password (or we know it as the standard)
• The account is active (paid for) and fully setup
• They have purchased an external modem and have it with them

Setup at Home (with help over the phone)

In addition to the above we need to confirm that;

• The computer is turned on.
• The modem is attached to the computer correctly.
• The modem is turned on.
• The phone line is plugged into the correct port and is connected.
• If the client has message bank 101 all messages must be listened to or cleared.
  

How to Set Up Dial Up Internet

1. Follow the instructions on page 21 of the Computerbank user guide. Enter details as requested. Or just go to K->Internet->Internet Connection Tools->Configure Internet Connection and give it a whirl.
   
2. Test the connection using the entries in the Internet Connection Tools menu.
3. Ensure you can access a webpage.
4. If setting up prepaid internet run through the online registration process or have the user activate over the phone.
   
5. Place "connect to the internet", "disconnect from the internet" and "monitor internet status" icons on the desktop for easy user access.
   
6. If the user is around show get them to connect and disconnect. If they don't already know get them to start Firefox web browser. This also verifies the icons work.
   
7. For externals, mark the serial port with M so the user knows where to put the modem.  Write M on the plate of an internal modem to indicate where the phone line goes. It might also be necessary to mark the modem too. Optionally put a sticker over any ports/jacks not in use.
   
8. Ask the user if they want to be subscribed to our support mailing list. If yes, record the email address of the account holder so we can subscribe them to our help mailing list. Details can go in the front of the diary.
   
9. Write down the details of the account for the user so they have a copy of it all. Include username, password, dial up number, special settings such as DNS and date.
   

Important Notes

Always use line 2 to call service providers or clients.

The client is the only person able to talk to their ISP. Once they are on the phone they can authorise a Computerbank support person to talk to the provider representative.

If doing support over the phone, always remember to mention that the user will not see passwords echoed on the screen.

Remember that each time you attempt a connection, a local phone call is incurred.

Troubleshooting

If the client has attempted to set up the internet themselves and it is not working;

• Double check physical connections on the computer.
• Verify account is active.
• Verify phone plugged into the correct jack on the modem (goes in line).
• Verify phone line not plugged into network card.
• Verify message bank stutter tone is not interfering with the line.
• Check logs for server errors (as root, run 'watch plog').
• Check the settings entered through the connection utility by having the user enter them again.  (K->Internet->Internet Connection Tools -> Configure Internet Connection).