How to Perform an NI Check - Revision history

imported>Henry.joshua: /* Disconnect Internal Wiring */

2012-06-13T00:50:39Z

Disconnect Internal Wiring

← Older revision		Revision as of 00:50, 13 June 2012
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	==Disconnect Internal Wiring==		==Disconnect Internal Wiring==
	Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.		Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.

	[[File:ni check 8.PNG]]		[[File:ni check 8.PNG]]

imported>Henry.joshua at 01:42, 23 May 2012

2012-05-23T01:42:21Z

← Older revision		Revision as of 01:42, 23 May 2012
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	=Testing at the Network Interface=		=Testing at the Network Interface=

	After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This article will discuss in detail how to bypass your internal wiring and hook your modem ~~or phone~~ up directly to the NI. By performing this test you eliminate the possibility of a truck roll fee for a technician being dispatched to your location. The NI test eliminates the internal wiring(which is the customer's responsibility) and allows ACD to test the connection fully to determine where the problem lies.		After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This article will discuss in detail how to bypass your internal wiring and hook your modem up directly to the NI. By performing this test you eliminate the possibility of a truck roll fee for a technician being dispatched to your location. The NI test eliminates the internal wiring(which is the customer's responsibility) and allows ACD to test the connection fully to determine where the problem lies.

	=Lights on the Modem=		=Lights on the Modem=
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	*'''Status or DSL'''- This light should be solid, if you are connected to the internet. The light will blink as the modem "handshakes" or attempts to establish a connection with ACD's CO equipment.		*'''Status or DSL'''- This light should be solid, if you are connected to the internet. The light will blink as the modem "handshakes" or attempts to establish a connection with ACD's CO equipment.

			If the Status or DSL light is off and does not blink, a signal is not getting to the modem. Try a new phone cord or wall jack, if possible.

	*Activity or Internet- This light will only be active after a connection to the internet is established(The Status or DSL light will be solid). The light will blink to indicate data is moving.		*Activity or Internet- This light will only be active after a connection to the internet is established(The Status or DSL light will be solid). The light will blink to indicate data is moving.

	~~If the Status or DSL light is off and does not blink, a signal is not getting to the modem. Try a new phone cord or wall jack, if possible.~~

	=How to test from your network interface=		=How to test from your network interface=
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	*Power(extension cord and/or outside outlet for power to the modem)		*Power(extension cord and/or outside outlet for power to the modem)
	*Screwdriver(to open the NI box)		*Screwdriver(to open the NI box)

	~~==Corded Phone NI Test==~~
	~~You will need the following to perform an NI check with corded phone:~~
	*Corded Phone
	*Phone line
	*Screwdriver(to open the NI box)

	~~If you are performing an NI check with a corded phone, click [[How to Perform an NI Check#NI Test with Corded Phone\| here]] for the next step.~~

	==Locate your Modem==		==Locate your Modem==
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	==Tool Check==		==Tool Check==
	Confirm you have all the equipment/tools necessary to perform the NI check.		Confirm you have all the equipment/tools necessary to perform the NI check.

	~~To perform an NI check with a DSL modem:~~
	*ACD Modem with power adapter
	*Phone line
	*Power(extension cord and/or outside outlet for power to the modem)
	*Screwdriver(to open the NI box)

	[[File:ni check 4.PNG]]		[[File:ni check 4.PNG]]

	~~===NI Test with Corded Phone===~~
	~~Confirm you have all the equipment/tools necessary to perform the NI check.~~

	~~To perform an NI check with corded phone:~~
	*Corded Phone
	*Phone line
	*Screwdriver(to open the NI box)

	==Locate the NI==		==Locate the NI==
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	==Disconnect Internal Wiring==		==Disconnect Internal Wiring==
	Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.		Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.

	[[File:ni check 8.PNG]]		[[File:ni check 8.PNG]]

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	[[File:ni check 9.PNG]]		[[File:ni check 9.PNG]]

	~~===Connect the Phone to the NI===~~
	~~Plug the phone line that is connected to the corded phone into the NI where the other line was just removed. You can now test for DT(dial tone) by picking up the receiver.~~

	~~If you have DT at the NI, make a test call to see if the problem is the same at the NI as it is when hooked up to the internal wiring.~~

	~~ACD Support can be reached at 517-999-9999.~~

	~~If you have no dial tone(NDT) at the NI, there is a problem with the circuit that falls under ACD's responsibility.~~

	If you can make/receive clear calls from the NI, but have problems(noise, hum, static) when connected to the internal wiring, this indicates a problem with the internal wiring, which ACD is not responsible for.

	==Check for Sync==		==Check for Sync==
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	The Status/DSL light should begin to blink as the modem "handshakes" and attempts to sync with the CO. If the Status/DSL light goes solid, your modem is synced and has a connection to the internet.		The Status/DSL light should begin to blink as the modem "handshakes" and attempts to sync with the CO. If the Status/DSL light goes solid, your modem is synced and has a connection to the internet.

	The Status/DSL light may not blink at all. This is why it is important to make sure there is power to the modem.		The Status/DSL light may not blink at all. We refer to this as "no sync at the NI." This is why it is important to make sure there is power to the modem.

	[[File:ni check 11.PNG]]		[[File:ni check 11.PNG]]
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	If the Status/DSL light turns solid, the modem has acquired a connection to the internet.		If the Status/DSL light turns solid, the modem has acquired a connection to the internet.

	~~If the light continues to blink for several minutes without going solid or there is no Status/DSL light on at all, we refer to this as "no sync at the NI."~~

	~~No sync at the NI indicates a problem with the circuit that falls under ACD's responsibility.~~

	This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.		This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.

	[[File:ni check 12.PNG]]		[[File:ni check 12.PNG]]

imported>Henry.joshua at 01:13, 23 May 2012

2012-05-23T01:13:19Z

← Older revision		Revision as of 01:13, 23 May 2012
Line 1:		Line 1:
	=Testing at the Network Interface=		=Testing at the Network Interface=

	After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This article will discuss in detail how to bypass your internal wiring and hook your modem up directly to the NI. By performing this test you eliminate the possibility of a truck roll fee for a technician being dispatched to your location. The NI test eliminates the internal wiring(which is the customer's responsibility) and allows ACD to test the connection fully to determine where the problem lies.		After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This article will discuss in detail how to bypass your internal wiring and hook your modem or phone up directly to the NI. By performing this test you eliminate the possibility of a truck roll fee for a technician being dispatched to your location. The NI test eliminates the internal wiring(which is the customer's responsibility) and allows ACD to test the connection fully to determine where the problem lies.

	=Lights on the Modem=		=Lights on the Modem=

imported>Henry.joshua at 01:11, 23 May 2012

2012-05-23T01:11:13Z

@@ Line 28: / Line 28: @@
 *Power(extension cord and/or outside outlet for power to the modem)
 *Screwdriver(to open the NI box)
 ==Locate your Modem==
@@ Line 55: / Line 63: @@
 [[File:ni check 4.PNG]]
 ==Locate the NI==
@@ Line 80: / Line 96: @@
 [[File:ni check 9.PNG]]
 ==Check for Sync==

imported>Henry.joshua: /* Check for Sync */

2012-05-23T00:38:39Z

Check for Sync

← Older revision		Revision as of 00:38, 23 May 2012
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	If the light continues to blink for several minutes without going solid or there is no Status/DSL light on at all, we refer to this as "no sync at the NI."		If the light continues to blink for several minutes without going solid or there is no Status/DSL light on at all, we refer to this as "no sync at the NI."

			No sync at the NI indicates a problem with the circuit that falls under ACD's responsibility.

	This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.		This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.

	[[File:ni check 12.PNG]]		[[File:ni check 12.PNG]]

imported>Henry.joshua at 00:33, 23 May 2012

2012-05-23T00:33:48Z

← Older revision		Revision as of 00:33, 23 May 2012
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	~~[[Category:Support]]~~

	=Testing at the Network Interface=		=Testing at the Network Interface=

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	*'''Status or DSL'''- This light should be solid, if you are connected to the internet. The light will blink as the modem "handshakes" or attempts to establish a connection with ACD's CO equipment.		*'''Status or DSL'''- This light should be solid, if you are connected to the internet. The light will blink as the modem "handshakes" or attempts to establish a connection with ACD's CO equipment.

	~~If the Status or DSL light is off and does not blink, a signal is not getting to the modem. Try a new phone cord or wall jack, if possible.~~

	*Activity or Internet- This light will only be active after a connection to the internet is established(The Status or DSL light will be solid). The light will blink to indicate data is moving.		*Activity or Internet- This light will only be active after a connection to the internet is established(The Status or DSL light will be solid). The light will blink to indicate data is moving.

			If the Status or DSL light is off and does not blink, a signal is not getting to the modem. Try a new phone cord or wall jack, if possible.

	=How to test from your network interface=		=How to test from your network interface=
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	==Tool Check==		==Tool Check==
	Confirm you have all the equipment/tools necessary to perform the NI check.		Confirm you have all the equipment/tools necessary to perform the NI check.

			To perform an NI check with a DSL modem:
			*ACD Modem with power adapter
			*Phone line
			*Power(extension cord and/or outside outlet for power to the modem)
			*Screwdriver(to open the NI box)

	[[File:ni check 4.PNG]]		[[File:ni check 4.PNG]]
Line 70:		Line 73:
	==Disconnect Internal Wiring==		==Disconnect Internal Wiring==
	Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.		Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.

	[[File:ni check 8.PNG]]		[[File:ni check 8.PNG]]

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	The Status/DSL light should begin to blink as the modem "handshakes" and attempts to sync with the CO. If the Status/DSL light goes solid, your modem is synced and has a connection to the internet.		The Status/DSL light should begin to blink as the modem "handshakes" and attempts to sync with the CO. If the Status/DSL light goes solid, your modem is synced and has a connection to the internet.

	The Status/DSL light may not blink at all. ~~We refer to this as "no sync at the NI."~~ This is why it is important to make sure there is power to the modem.		The Status/DSL light may not blink at all. This is why it is important to make sure there is power to the modem.

	[[File:ni check 11.PNG]]		[[File:ni check 11.PNG]]
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	If the Status/DSL light turns solid, the modem has acquired a connection to the internet.		If the Status/DSL light turns solid, the modem has acquired a connection to the internet.

			If the light continues to blink for several minutes without going solid or there is no Status/DSL light on at all, we refer to this as "no sync at the NI."

	This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.		This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.

	[[File:ni check 12.PNG]]		[[File:ni check 12.PNG]]

imported>Henry.joshua at 23:33, 22 May 2012

2012-05-22T23:33:37Z

← Older revision		Revision as of 23:33, 22 May 2012
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			[[Category:Support]]

	=Testing at the Network Interface=		=Testing at the Network Interface=

imported>Henry.joshua at 23:31, 22 May 2012

2012-05-22T23:31:10Z

← Older revision		Revision as of 23:31, 22 May 2012
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	The equipment in this picture is an ACD DSL modem with a Linksys wireless router.		The equipment in this picture is an ACD DSL modem with a Linksys wireless router.

	[[File:ni check 1.PNG]]		[[File:Ni check 1.PNG]]

	==Disconnect your Modem==		==Disconnect your Modem==

imported>Henry.joshua: Created page with "=Testing at the Network Interface= After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This..."

2012-05-22T23:30:13Z

Created page with "=Testing at the Network Interface= After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This..."

New page

=Testing at the Network Interface=

After normal troubleshooting, the last step before ACD Support sends the ticket out for dispatch is to test at the NI(Network Interface). This article will discuss in detail how to bypass your internal wiring and hook your modem up directly to the NI. By performing this test you eliminate the possibility of a truck roll fee for a technician being dispatched to your location. The NI test eliminates the internal wiring(which is the customer's responsibility) and allows ACD to test the connection fully to determine where the problem lies.

=Lights on the Modem=
Normally ACD will ask you what lights are on your modem as one of the first troubleshooting steps. Listed below is a breakdown of the lights and what they mean, so you can have a better understanding of the troubleshooting process.

[[File:ni check 3.PNG]]

ACD's modems have four lights on them. These lights can help us troubleshoot to determine what problem you are experiencing.

*Power- The power light should always be on, indicating the device is plugged in and receiving power.

*LAN- The LAN light should be on when a computer or router is physically connected to the modem via ethernet cable. The light may blink indicating activity.

*'''Status or DSL'''- This light should be solid, if you are connected to the internet. The light will blink as the modem "handshakes" or attempts to establish a connection with ACD's CO equipment.

If the Status or DSL light is off and does not blink, a signal is not getting to the modem. Try a new phone cord or wall jack, if possible.

*Activity or Internet- This light will only be active after a connection to the internet is established(The Status or DSL light will be solid). The light will blink to indicate data is moving.

=How to test from your network interface=
Listed below are the steps needed to test your modem at the NI.

You will need the following to perform an NI check with a DSL modem:
*ACD Modem with power adapter
*Phone line
*Power(extension cord and/or outside outlet for power to the modem)
*Screwdriver(to open the NI box)

==Locate your Modem==
Locate your equipment. Most customers will have an ACD modem(which will say Zhone or Paradigm) and an internal router(Linksys, Netgear, Belkin, D-Link, etc.)

The equipment in this picture is an ACD DSL modem with a Linksys wireless router.

[[File:ni check 1.PNG]]

==Disconnect your Modem==
You will need to disconnect your modem from the wall jack in order to test at the NI. You will also need to have power to the modem, so keep the power cord and phone line with the modem.

Notice the phone line comes from the wall into the modem. The modem then transfers the signal to your internal router. This is why we can test without hooking up your internal router.

The LAN light being solid indicates a good physical connection from the modem to the internal router.

[[File:ni check 2.PNG]]

==Tool Check==
Confirm you have all the equipment/tools necessary to perform the NI check.

[[File:ni check 4.PNG]]

==Locate the NI==
Locate the NI outside your house. This is usually a square grey box.

[[File:ni check 5.PNG]]

==Open the NI==
Use a screwdriver to open the NI.

[[File:ni check 6.PNG]]

==Find the ACD Circuit==
Locate the orange tag with the six digit circuit ID. Contact Support for the unique circuit ID, if you are unsure.

[[File:ni check 7.PNG]]

==Disconnect Internal Wiring==
Disconnect the internal wiring. This will be the line with the orange tag on it. The line goes from the NI into your house.
[[File:ni check 8.PNG]]

==Connect the Modem to the NI==
Now plug the phone line that is connected to the modem into the NI where the other line was just removed. This will route the circuit directly to the modem, bypassing your internal wiring.

[[File:ni check 9.PNG]]

==Check for Sync==
If you are testing for DSL, you will need the modem, power to the modem, and the phone line to plug into the jack. You should see the power light on solid. If there is no power, the modem will not sync with ACD's equipment in the CO.

[[File:ni check 10.PNG]]

The Status/DSL light should begin to blink as the modem "handshakes" and attempts to sync with the CO. If the Status/DSL light goes solid, your modem is synced and has a connection to the internet.

The Status/DSL light may not blink at all. We refer to this as "no sync at the NI." This is why it is important to make sure there is power to the modem.

[[File:ni check 11.PNG]]

With the DSL modem powered on and connected to the NI, you should see the "Status" or "DSL" light blink as it attempts to sync with ACD's equipment.

If the Status/DSL light turns solid, the modem has acquired a connection to the internet.

This modem was able to sync at the NI, but not while connected inside. This indicates a problem with the internal wiring, which ACD is not responsible for.

[[File:ni check 12.PNG]]