Monday, November 08, 2004

ADSL modem blues

After a frustrating week without Streamyx broadband access, two Telekom technicians came by to troubleshoot the problem. After 20 minutes fiddling with my ailing modem, they replaced it with a brand new one. Voila! Back to civilization!

The following is what I've learnt over the years when dealing with Streamyx access issues:

Before calling the TMNet support line (1-300-88-9515), make sure you have done the following:
  • Bypass the router when testing the connection
  • Reset (off-pause-and-on) the modem a few times
  • Replace the network cable connecting the computer and the ADSL modem
  • Delete the old dialer and reinstall the dialer

If all the above fail, call support. Let support know of the general nature of the issue, error message/code, OS type, modem model, indicator status on modem and get a report number from the service rep. Remember, no report number, no action. After 3 working days and no resolution, call them up again to press them to escalate the issue. If you are subscribed to the "with modem" package, make sure the technicians are aware of that when they first contact you. This is so that they'll get a replacement modem ready when they come visit you.

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