First, confirm whether the user is connected through a Router or Direct Cable.
SCENARIO 1 :
Connected through Router :
Ask the user to follow the Wi-Fi performance test through My Excitel App - Self Help option. (Applicable only on Android Phones).
If overall speed is slow, Take the results of downloading and uploading including ping ms and note down in the ticket. These results will tell you about the router, whether the connectivity with the router is fine or not.
Also simultaneously, ask the user to give remote access to his system (through any desk) and check the router settings (Network Settings - DNS (should be selected automatically) MTU [(Max Transfer Unit) - either 1500 or 1492, as per default setting according to the router], Connection Mode: Automatically or Continuous and check the service name - excitel (in small letters only)
Check Wireless Settings of the router (Channel - Choose as recommended by WIFI-Analyser in Single Band Router and Auto in Dual Band Router, Channel Width- In Single Band the Frequency is between 40 MHz which provides good speed and enough coverage area.
In Dual Band the Frequency is more than 40 MHz which provides good speed but coverage area is small. Hence, going wider channels is recommended for multi-AP setups
Channel Mode- Recommended channel mode should be Wireless N only.
If all the settings are properly selected in the router, check the WAN Card Compatibility of the device and check the SSID (If Dual Band Router connect user through 5.2/5 GHz SSID)
If Issue gets resolved by the above steps to tag ticket as the reason "SPEED ISSUE/PING LOSS" and status "SOLVED"
SCENARIO - 2:
Connected through Direct Wire :
Create a PPPOE dial-up and check the speed through speed.excitel.in/speedtest.net
If overall speed is slow, take the results of downloading & uploading including ping ms & generate a ticket to PP
Scenario 3: Position of Router in the customer’s premise:
Advice for Installation and Usage of Wi-Fi Router at the customer's home
Concrete Walls, floors, metal objects decrease the signal strength and with this the speed and quality of the connection also. Try to avoid passing through multiple walls/obstacles
Try to place the router as high as possible from the ground. Aim for at least 5-6 feet and remember that the higher the better.
Don't install the Wi-Fi Router next to the window - this way you are throwing away half of your signal out the window.
Don't hide the Router in a cabinet or any such closed space. Put it in the open space with possible nothing around.
WiFi Signal gets disturbed by other appliances working in the same frequency range, like microwave oven, cordless phones, refrigerators, television, Bluetooth , etc. Don't place the router near those.
For the best coverage of the home, try to place the Router in the room that sits in the middle of the flat/house.
This will ensure a good distribution of the signal. Some distant rooms which are more than 1 wall from the router might require a separate router to be installed (additional router)
Play with the Antennas of the router and point them in different directions and test coverage in desire rooms/places where the users in the household will mostly use Internet connectivity.
Check the frequency of the router which is written over backside of the router.
If the router having 2.4 GHZ frequency then the range will be good and speed will be maximum 50 Mbps.
If the router having 5.2 GHZ frequency then the range will be normal but the speed will be as per the Plan over wifi also.(Device should also be capable according to the 5.2 GHZ frequency ).
Video Link Example :
https://www.youtube.com/watch?v=7uwEjfPvXPQ&list=PLknXp_Tvy2ayfSFO5SPjZIDivHiDl6q53
Major Physical barriers cause interference and degrade the speed over wifi
SUGGESTIONS :
Up-selling of Router -
If the WIFI Router device seems inferior at the customer’s premise (because the diagnosis results are not appropriate as per the requirement) then our Field engineer will show a demo through Excitel router. We will ask the subscriber to check the Wi-Fi performance for 1-2 days. If the results meet the subscriber’s requirement then we will ask the subscriber to buy the router from Excitel or market.
Share Router Knowledge -
Educate the customer about the correct WIFI position by our Field engineer at the time of Installation & at the time of CAF calling done to the users.
A message should be sent which includes a link to videos on “Where Should I Put My Wi-Fi Router”
User’s Feedback -
Feedback to be captured from the users within 5 days of Installation in regards to WIFI Performance.
ONU & Router Configuration Steps
Step 1: Log in to Internet Browser and enter the IP address of the default gateway of the router (IP address is mentioned on the backside of the router as per the router company).
Eg : Gateway IP :- 192.168.0.1
User ID :- excitel
Password: exc@123
Step 2: Select the tab Network. Click on the Advanced Option & select PPPoE Internet Connection Type option. Then enter username & password (provided by ISP).
(This step helps us to authenticate the user, is valid or not)
Step 3: Click on Wireless option and select Channel & Bandwidth
For Single Band (2.4GHz frequency): Select the channel and bandwidth. Bandwidth should be 40MHz which provides higher throughput at the cost of shorter range.
For Dual Band (5.2 GHz frequency): Select the channel and bandwidth as Auto. In dual-band, the user will get speed as per plan.
Fiber ONU Devices Configuration:
Step 1: Login to Syrotech by using user name & password.
IP :- 192.168.1.1
User id :- admin
Password:- 123456
Step 2: Click on Network and select the link mode as PPPoE
Step 3: Click on Network option and select Channel & Bandwidth
**For Single Band (2.4GHz frequency):**Select the channel and bandwidth. Bandwidth should be 40MHz which provides higher throughput at the cost of shorter range.
Eg : Router device names - syrotech / Technext / Richerlin
Dual Band (5.2 GHz frequency): Select the channel and bandwidth as Auto.
In dual-band, the user will get speed as per plan.
Scenario 4 : How to create Dial-up
When the user is still not getting the speed after the change of the channel, We request the user to check the speed over the direct Lan.
a> To check the speed over the direct Lan needs to create a PPPoE Dial-up,
To create a dial-up , Unplug the Lan cable from the router Wan Port, and Insert the Excitel cable into your Laptop or desktop Lan port. Press Windows + R , then type inetcpl.cpl
An internet properties Tab will open,
Select connection and click on ADD option
A Broadband PPPoE tab will open,
Now click on Broadband PPPoE option.
After clicking on Broadband PPPoE option, username and password will be asked , enter the username and password given by the Excitel For the internet. And click on connect.
Now again press Windows + R , then type ncpa.cpl
Network connections will open with a dial-up name
Now right click on the broadband connection name(Excitel) and click on properties
After clicking on properties, a service name tab will open, write excitel in all small letters and click on OK.
Now go to the internet symbol and click on that,
You will get you dial-up connection name, now click on that
Now click on your broadband connection a dial-up tab will open,
Now click on connect it will ask username and password, enter the same username and password, which was entered earlier while creating the dial-up and then click on ok.
Now your device will get connected with the internet.
we request the user to check the speed now through Speed.excitel.in if still user is facing the issue needs an engineer to the user premises to check the issue
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