How to test and report a fault

MyWorld

Executive Member
Joined
Mar 24, 2004
Messages
5,001
After reading a few horribly incomplete fault reports, I decided to put this together to:
  • Help troubleshoot the problem
  • Help ISP to determine where the fault is
  • Give a more complete fault report to help the ISP troubleshoot

DO NOT BE LAZY!
If you cannot take the time to type out a complete fault report or describe the problem completely then do not expect someone to take you seriously and fix the line ASAP.

TROUBLESHOOTING
1. Noise and line attenuation
Here is a link describing noise and line attenuation:
http://mybroadband.co.za/vb/showthread.php/186156-Understanding-SNR-and-Attenuation-Rates

You can usually get these statistics from your router.

Who will fix this?
Contact Telkom or your fixed line provider to sort the problem. Tell them you have high line attenuation or noise on the line.

2. Slow connection/intermittent connection
a) If your line is supplied by Telkom:
Use a Telkom guest account to test your line speed.
Username: guest@telkomadsl
Password: guest

Use the speed test on http://www.saix.net/.
If there is a problem here then the fault is a Telkom fault and you need to contact 10210 and log a fault with them.

b) If your service provider supplies your line, or if the Telkom speed test returned good results, use the ISP's speed test application and supply them with this information. If they do not have their own test application, use the one on this site or the international version:
http://speedtest.mybroadband.co.za/
http://www.speedtest.net
http://www.mweb.co.za/helpcentre/MWEBSpeedTest.aspx

c) Do a ping test and trace route.
Ping various sites, especially the sites you have trouble connecting to, and give the ISP the results. Open a terminal or command prompt:
Code:
C:\Documents and Settings\Tester>ping www.youtube.com

Pinging youtube-ui.l.google.com [74.125.233.71] with 32 bytes of data:

Reply from 74.125.233.71: bytes=32 time=18ms TTL=127
Reply from 74.125.233.71: bytes=32 time=18ms TTL=127
Reply from 74.125.233.71: bytes=32 time=17ms TTL=127
Reply from 74.125.233.71: bytes=32 time=17ms TTL=127

Ping statistics for 74.125.233.71:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 17ms, Maximum = 18ms, Average = 17ms

To do a traceroute, open command prompt:
Code:
C:\Documents and Settings\Tester>tracert www.mybroadband.co.za

Tracing route to www.mybroadband.co.za [41.203.21.137]
over a maximum of 30 hops:

  1    <1 ms    <1 ms    <1 ms  10.0.2.2
  2     2 ms     2 ms     1 ms  192.168.0.1
  3    14 ms    12 ms    10 ms  xxxxxxxxxx-1.dsl.mweb.co.za [xxxxxxxxxx]
  4    16 ms    16 ms    15 ms  xxxxxxxxxxxxx.mweb.co.za [xxxxxxxxxxx]
  5    18 ms    16 ms    16 ms  vl-92.vic-hscore-1.mweb.co.za [196.22.189.2]
  6    21 ms    17 ms    20 ms  tengig0-0-0-2.11.vic-p-1.mweb.co.za [196.22.169.225]
  7    18 ms    16 ms    16 ms  tengig0-0-0.vic-pr-1.mweb.co.za [197.80.4.141]
  8    20 ms    20 ms    18 ms  static161-134.netactive.co.za [196.22.161.134]
  9    20 ms    23 ms    18 ms  jh-cr-2.za--jh-pr-1.za.mtnns.net [196.44.0.223]
 10    21 ms    20 ms    19 ms  196.44.31.99
 11    23 ms    21 ms    19 ms  ge4-0-0.gw17.jnb6.za.mtnbusiness.net [196.30.1.37]
 12    20 ms    17 ms    22 ms  vlan9.hr3.jnb6.za.mtnbusiness.net [196.30.156.136]
 13    22 ms    20 ms    20 ms  core-router1.jnb2.host-h.net [196.30.213.108]
 14    19 ms    18 ms    18 ms  core-access-switch1-vlan1001.jnb.host-h.net [41.72.136.53]
 15    17 ms    23 ms    17 ms  mybroadband.co.za [41.203.21.137]

Trace complete.
I'm sure I wont have to explain this to the Linux people, but shout if I should.

The examples above is what a healthy output should look like.

How do I know there is a problem?
Ping:
Very high pings, the milisecond part, indicates high latency. Packet loss speaks for itself, the request could not receive or transmit all the packets requested. Give the result to the ISP.
Read more here: http://pcsupport.about.com/od/commandlinereference/p/ping-command.htm

Unhealthy traceroute:
Code:
1    <1 ms    <1 ms    <1 ms  10.0.2.2
  2     2 ms     2 ms     1 ms  192.168.0.1
  3    14 ms    12 ms    10 ms  xxxxxxxxxxx.dsl.mweb.co.za [xxxxxxxxx]
  4    16 ms    16 ms    15 ms  xxxxxxxxx.mweb.co.za [xxxxxxxxx]
  5    18 ms    16 ms    16 ms  vl-92.vic-hscore-1.mweb.co.za [196.22.189.2]
  6    21 ms    17 ms    20 ms  tengig0-0-0-2.11.vic-p-1.mweb.co.za [196.22.169.225]
  7    18 ms    16 ms    16 ms  tengig0-0-0.vic-pr-1.mweb.co.za [197.80.4.141]
  8    20 ms    20 ms    18 ms  static161-134.netactive.co.za [196.22.161.134]
  9    20 ms    23 ms    18 ms  jh-cr-2.za--jh-pr-1.za.mtnns.net [196.44.0.223]
 10  * * *
 11  * * *
 12  * * *
 13  * * *
 14  * * *
 ..
 26  * * *
 27  * * *
 28  * * *
 29  * * *
 30  * * *
So we see that traceroute tried 30 attempts (the max hop attempts) and then gave up as no ICMP packet was received in 0.1 seconds. This can be partial or a complete failure, give the results to the ISP. This shows where the connection was lost and will help them to try and fix the problem if it is within their power.

Read more here:
http://pcsupport.about.com/od/commandlinereference/p/tracert-command.htm

This should go a long way in helping your ISP sort the connection problem ASAP.
If there are more steps to take or tests to run I'll add it as I remember or if someone points them out.
 
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