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sashwa
Premium,Mod
join:2001-01-29
Alcatraz
kudos:17
Reviews:
·Comcast

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1 recommendation

BOS Guidelines

Here are the most up to date boundaries of support for general knowledge. Knowing this could save you a call to the helpdesk.

In no particular order:

• Support is for 2K, XP, Vista and Mac OSX - No support for Windows 9x (i.e. - 95, 98, ME, NT) or Mac before OSX

• No longer support manual USB driver install, you will need to self install or run the setup CD.
The drivers are available for download here »www2.windstream.net/alltel/porta···ter.html

• No support for ANY 3rd party router (this also includes if you purchased a Linksys through Windstream). BOS dictate to powercycle it and that is it, if there is still no connection or not able to browse, then we must remove the router and go direct to the Speedstream or customer must contact router manufacturer.

• No support for bridged Speedstream 5200 modem (ending in part number 004). BOS dictate to powercycle it and reset it, if there is still no connection or not able to browse, then we must replace the modem with a refurbished 4200 model. Usually the replacement is at no cost to the customer if customer is either under contract, agrees to new contract or has DPPR (DSL protection plus), otherwise it is the full cost of the modem or there is simply no support given.

• No support for Speedstream (Valor market) 4200 or 6520 (w/ built in wireless) and Visionet modems. BOS dictate to powercycle it and reset it, if there is still no connection or not able to browse, then we must replace the modem with a refurbished 4200 model. Usually the replacement is at no cost to the customer if customer is either under contract, agrees to new contract or has DPPR (DSL protection plus), otherwise it is the full cost of the modem or there is simply no support given.

• If you have a network and at least one (1) computer is working, there is no troubleshooting support can do as the connection is there and is deemed a LAN/Network issue, which makes sense though. Most likely, if a computer on your network is not pulling pages, it is either a pc setting or network issue. Contact router/network manufacturer or a local network tech.

• Special 4200 settings - helpdesk support will only help configure the 4200 for PPPoE for connection purposes, the built in firewall and hardsetting DNS servers, in the 4200. BOS will not allow port forwarding and other "special" settings.

• No support for hard setting IP/DNS numbers on a computer, the only hard setting support can do is DNS in the 4200 router.

• No support for game systems (Playstation, XBox, GameCube, etc). Support can provide any information like IP, Subnet, Gateway and DNS but can not help configure your game console.

• No support for 3rd party software/hardware. Support will not be able to help with the installation or configuration of other hardware and software that can include items like: Ethernet cards, sound/video cards, speakers, anti virus/firewall software and so on.

What can I do before calling the Support Desk?

1. Even though it may not always help with your issue, unplug or turn off your DSL modem AND any network router for at least 30 seconds and turn them back on. If you also have not restarted your computer in a while, do that also.

If you have all the lights on your DSL modem (Power, Ethernet/USB, DSL - solid and Activity flashing) and cannot browse websites, try step 1 first. If it is still not working:

• Login to the 4200/5200 (non 004 part number) by going to »192.168.254.254 and using admin for both the username and password. If nothing opens for it, you may have to either remove a network router, disable any firewalls, reset browser settings or have a bridged modem.

• 4200 Only - Click on the Tools link (bottom, left of the setup page) and then the Reboot link. On the other side, put a check in the Reset to factory defaults option and then click on the Reboot button. On the warning prompt, click on Reset to factory defaults and it will begin a 45 second countdown. This procedure resets your modem to factory, when it’s done, it will ask for your PPPoE login (typically your primary alltel/windstream email address). If you do not know this information, you must have the account holder (or an actual authorized rep) call to get this. Caller must be able to verify the last 4 digits of the primary account holders social security number or login information may not be given out for security purposes.

• Once the login information is in entered (the optional is not needed), click on Save Settings. If it gives you a system summary and has a green number in it, you are now connected. If it gives you a Login Failure... try reentering your login information and try again.

• If you still cannot get connected, click on the Diagnostics link on the left side. On the other side of the page, scroll down and for the Connection to test, select PPPoE 0/35 and click the Run Diagnostics button and note the first thing that fails. If it’s under ISP and it’s the PPPoE server/session, call the helpdesk. You could be failing OAM circuit pings (only techs can see this) and a trouble ticket would need to be created. Could take 2 to 24 hours for completion, you most likely will not see a technician as this is done remotely.

• If you have a 5200 router, to reset it (also works on 4200)...you will need to use a pen/pencil (paperclip preferably) and hold in the Reset button on the bottom of the 5200 (on the back for a 4200) for about 4 seconds or long enough for the Power light to either turn red or blink from red and green. Then login to the modem setup and it should ask for the PPPoE login. Follow the steps above if it does not login.

If you do not have the DSL light on solid:

• Try step 1 above - powercycle the modem.

• Check to make sure ALL phone devices have a filter installed at the jack of the device. Filters belong in the jacks only, not in the modem, pc, phone, dish receiver, etc. Again...ALL devices, no matter if they are in a different room, on the same phone number must have a filter and be plugged into the phone side of the filter and items would include: telephones, answering machines, fax machines, dish receivers, security alarms, DVR/TIVO devices, life line service, etc. General rule of thumb, if it plugs into a phone jack, it needs a filter. As always there are exceptions to the rules though...the DSL modem (if not sharing the same jack with anything) can actually be plugged in withOUT a filter, it can go straight to the jack.

• After checking all filters are in place and in the correct side and there is still no DSL signal, unplug ALL phone devices throughout the house and plug the DSL modem directly into the jack. This way there is nothing else that could interfere with the DSL signal. If your DSL light comes on, then there is a bad filter somewhere and its recommended to plug in one filtered device at a time until you see the DSL light drop out again. Resolution - replace bad filter

• If you still do not have a DSL light...take the modem, power cord and the DSL cord (unplug the enet/usb from the back of the modem) to a totally different jack and see if the DSL light comes on. If it does, your original jack is having issues and should be looked at by Windstream line repair or a certified electrician. If it does not come on, more than likely there are line problems at the CO (central office) or other things on the line like bridge taps or load coils or a pair needs deloaded. Call the helpdesk for this and explain all the troubleshooting you have done, they may have more questions for you though. Resolution - line issue, could take up to 24 to 48 hours for dispatch and resolution, you may or may not see a technician for this.

If you do not have the Enet or USB light on solid:

Enet - With a network router (linksys, dlink, netgear and so on) - usually the USB light will not be on for this setup

• This is typically a physical issue, but try step 1 first and powercycle the DSL modem and network router and restart your computer(s).

• If there is no Ethernet light on the DSL modem, try plugging it into just one computer directly. If the enet light comes on, it is a router problem and nothing support can help with. If it stays out, replace (try different) Ethernet cable. If it's still out, contact support, as it's probably a bad enet port on the modem and may need the modem replaced.

Enet - without a network router (modem plugged direct to a computer) - usually the USB light will not be on for this setup

• This is typically a physical issue, but try step 1 first and powercycle the DSL modem and restart your computer.

• If there is still no Ethernet light on the modem, unplug the enet cable from the modem and the pc and "switch over" the ends. Meaning plug the end the pc was into in the modem side and take the modem side it was into and plug into the pc. Hope that makes sense! If there is still no enet light, replace the Ethernet cable, as it could be bad.

• Still no light? If possible, try hooking up a different computer or replace the Ethernet card in the computer. If the enet light does not come on after testing on a different computer or Ethernet adapter, contact support as the enet port may have gone bad and the modem needs replaced. You can also opt to try using the USB cable. See below for that.

USB - only works with one computer

• In most cases, if you have installed the DSL with the installation CD (on a 4200 modem), the drivers should already be installed and you should simply have to plug the USB cable in and the light should come on.

• If there is no USB light, it will typically mean the drivers are not installed or are corrupted and need reinstalled. Please note that the helpdesk NO LONGER supports reinstalling these drivers anymore, you are on your own...unless you get a nice enough rep that may help but it likely will not happen.

UNOFFICIALLY - in most cases, you can simply run the install CD and choose the USB option to install the drivers. However, if you have an older 5200 modem and install CD, this has to be done manually. See next step. This is for Windows 2000 and XP.

• If you put the install CD in (cancel the actual setup program that will launch) and open My Computer, right click on the CD/DVD ROM drive named (probably) Alltel and then click on Explore. You should see a folder called Utilities, open that folder and run the program named USBDrivers.exe, you should notice the path is labeled C:\ENI, which is fine. Click on the Extract/Unzip button, you will be prompted with "9 files successfully unzipped", click on OK and close the program and the My Computer window. Go into system properties (right click the My Computer icon and click on properties) and then click on the Hardware tab and then click on Device Manager. You should see an item with a yellow circle and a ? or ! next to Speedstream. Right click on that and click on Update Driver that will launch the wizard. If you are given the option to connect to windows update, select No, Not this time and click next. Put the dot next to Install from a list or specific location (advanced) and click on next. Make sure there is a dot next to Search for the best driver in these locations and put a check in the box for Include this location in the search. In the box below that, type in C:\ENI and then click next. It should find the drivers, install them and the light should come on. If it does not come on, then it could be issues with a bad USB cable (replace it) or something on the computer. Again, tech support does not troubleshoot USB in depth anymore.

• If you have a 4200 and newer install CD, put the install CD in and cancel the actual setup program that will launch. Go into system properties (right click the My Computer icon and click on properties) and then click on the Hardware tab and then click on Device Manager. You should see an item with a yellow circle and a ? or ! next to Speedstream. Right click on that and click on Update Driver that will launch the wizard. If you are given the option to connect to windows update, select No, Not this time and click next. Put the dot next to Install from a list or specific location (advanced) and click on next. Make sure there is a dot next to Search for the best driver in these locations and put a check in the box for Include this location in the search. In the box below that, type in CD/DVD Rom drive path (typically d or e) and put in \Drivers (example - if your CD rom is labeled as D you would put in - D:\Drivers) and then click next. It should find the drivers, install them and the light should come on. If it does not come on, then it could be issues with a bad USB cable (replace it) or something on the computer. Again, tech support does not troubleshoot USB in depth anymore.

Thank you, AnonymousOne3 See Profile, for putting this together for us.
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TH ~ NE ~ EPN ~ NC ~ TD