When Overall Speed is slow through Router/Direct Wire
Ask if the user is connected through a router or direct cable.
Take results through the router first, ask to do speed test (speedtest.net) by opening any browser and selecting “Excitel” as the server.
Check the usage of the user in Procare by going to Partner Details>Online Users>User ID and then click on Filter.
Ask the user to provide the system on Anydesk.
If the user is connected through the router, ask the user to connect through wifi and follow wifi performance test through My Excitel App. (If the user is having an Android Mobile phone)
Check the results of the wifi performance test on Route This, on the link - https://api.routethis.com/dashboard/login.html#search-page.
Share the observations of the wifi performance test with the user and perform further troubleshooting accordingly.
If over-all speed is slow, Take the results of downloading and uploading including ping ms and note down in the ticket.
Check router’s settings in Network Settings by logging into the router page.
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 of 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 ] , 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 Route-this in Single Band Router and Auto in Dual Band Router,Channel Width- 40 Mhz in Single Band Router and Auto in Dual Band Router, Channel Mode- 11 b/g/n mixed or 802.11 b/g/n in Single Band Router and 802.11 b/g/n/ac in Dual Band Router)
Check DNS - it should be 103.56.229.130 (secondary); 103.56.228.140(primary) (It will be always auto-selected and should not be updated manually.
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). Check WAN card of the system (Win+R>ncpa.cpl>Right click on Wireless>Status>Details.
Reboot the router and do speed test by selecting Excitel as the server (attach the screenshot in the ticket).
If the Issue gets resolved by the above steps tag ticket as the reason "SPEED ISSUE/PING LOSS" and status "SOLVED"
If Speed is still slow then ask the user to connect through Direct Wire and take remote access through any desk and perform the speed test. If speed is fine, solve the ticket however if speed is less perform the below steps:
Check Duplex settings (it should be 100mbps Full Duplex - Win+R>ncpa.cpl>Right click on Ethernet>Properties>Configure>Advanced>Speed and Duplex>100mbps Full Duplex).
Check Performance of System through task manager (Ctrl+Shift+Esc)
Check Speed through Speedtest.net by selecting server as Excitel (This will give us the exact bandwidth from User end to AAA server/ DNS server) and if speed is low then perform speed test selecting two other servers - Extreme IX (This will give the exact bandwidth from user to Border Router) and any other ISP (This will give the complete connectivity outside the server) Attach the screenshot of both the results in the ticket.
Open cmd and tracert google.com, check loss and latency (Latency should be less than 10ms and loss should be 0%). If User is connected through router, the first IP would be of 192.168.x.x and if connected through Direct wire then IP would be of 103.xxx.x.x/ 146.xx.xx.xx/ etc.
Let the trace complete and attach the screenshot in the ticket.
Ping cisco.com (ping cisco.com -t) simultaneously - check loss, it should be 0% and if any Request Timed Out ( RTO) occurs then might be there is issue in local network. By pinging Cisco, we’d be able to find out packet losses to check the reachability as it is a global site.
Stop the Results of Ping after 20-30 Replies by ctrl+C. Note down the loss and attach the screenshot in the ticket.
Check primary and secondary DNS (Win+R>ncpa.cpl>Right click on Ethernet>Properties>Double click on Internet Protocol Version 4>Use the following DNS server addresses - it should be 103.56.229.130 (secondary); 103.56.228.140(primary), (preferably it should be selected automatically if not then said DNS should be mentioned).
If speed is fine with the direct wire but not with the router, ask the user to contact the router support.
If the speed is not fine with the direct wire also then mention the results in the ticket, forward to PP and share the SLA “within 48 hours” with the user.
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