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首页 10000号宽带故障预处理七步操作法(Seven step operation method f…

10000号宽带故障预处理七步操作法(Seven step operation method for 10000 broadband fault pretreatment).doc

10000号宽带故障预处理七步操作法(Seven step o…

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2018-12-24 0人阅读 举报 0 0 0 暂无简介

简介:本文档为《10000号宽带故障预处理七步操作法(Seven step operation method for 10000 broadband fault pretreatment)doc》,可适用于社会民生领域

号宽带故障预处理七步操作法(Sevenstepoperationmethodforbroadbandfaultpretreatment)号宽带故障预处理七步操作法(Sevenstepoperationmethodforbroadbandfaultpretreatment)Sevenstepoperationmethodforbroadbandfaultpretreatment"::Editor'snoteYangzhouTelecomNosummarizesthesevenstepoperationmethodofbroadbandfaultpretreatment,whichhasanobviouspromotingeffectonimprovingthebroadbandservicelevelThis"operationmethod"inthe"usergarden",hopingtohelpthemajorityofuserstojudge,dealwithbroadbandbarriers,andbetteruseofChinaTelecom'sbroadbandbusinessBroadbandisastrategicbusinessofChinaTelecom,anditisofgreatsignificancetoimprovethequalityofbroadbandservicescustomerservicecentertopreprocessthebroadbandusersreport,referstothenumberinthebroadbanduserscomplain,thefaultcanbesolvedbytelephone,asmuchaspossibletoguidetheusertosolve,avoidthefaultintothefollowinglinkThiswillnotonlysavemanpowercosts,butalsoenhancetheabilitytorespondquicklyandenhanceuserperceptionYangzhouTelecomNobroadbandpreprocessingworkhasalwaysbeeninaccordancewiththe"allaroundtosupporttherapiddevelopmentofthemarket,allinordertoenhancetheuser'sperceptionoftheservicerequirements,focusingonteambuilding,improvethequalityofpersonnel,optimizetheprocess,strengtheningperformanceappraisal,establishthecustomerfeedbacksystem,exploration,summedupthepracticalbroadbandfaultpretreatmentthe"sevenstepmethod",receivedasignificanteffect,broadbandpreprocessingsuccessratefromtheinitialtothecurrentmorethanThespecificcontentofthe"sevenstepsoperationmethod"isasfollows:Thefirststep:theusersuitaskedcarefullyTheusertoenterthebroadbandbroadbandfaultreport,faultpretreatmentzhuanxiConfirmthattheuserissuingbroadbandbarrierstoreportingOthertypesofproblemsthatcanhandleasmuchprocessingaspossibleandcannotbehandledbyothertableprocessingItisbroadbandobstacledescribed,askedindetailabouttheuser,understandthefailurephenomenon,confirmtheuser'sInternetoperationiscorrectThesecondstep:serioustest,accuratepositioningUsingthebroadbanduserfaulttestfunctionofJiangsuTelecomIntegratedDispatchingSystem(ortheuseofJiangsuTelecomIPintegratednetworkmanagementsystem),totestthelocationofobstacles,obstaclesinjudgmentbelongstoofficeendorfaultyorbelongtotheenduserproblemThethirdstep:BureausidefailureimmediatelysendasingleThetestandaskedMODEMusershomelights,suchasofficelocatedintheendorthefaultline,pretreatmentagentsdonothavetospendtoomuchtime,shouldimmediatelysendasinglefault,bymaintenancepersonnelforthehomeuserbroadbandforfurtherdiagnosistreatmentThefourthstep:userfaultguidancesolutionThroughthetest,suchaslocatedintheusersideofthefault,accordingtotheuserprovidesobstaclesanderrorcodeanalysis,judgment,andstrivetosolvecustomerfaultinthephoneGenerallyspeaking,therearetypesofuserterminalfault:oneisunabletojointheInternet(includingsystemsettings,suchasnetworkcarddriverandTCPIPprotocolconfigurationapplicationsoftware,suchasdialupsoftware)twoistheVODvideoondemandthreeistobrowsethewebfourisslowthefiveistheInternetdisconnectionThefifthstep:therightremedy,patientguidanceForusersoftypesoffailures,pretreatmentpersonnelshouldbetherightremedy,patientguidance,andstrivetosolve,understandwhethertheuserhasinstalledstarspeedVIftheinstallationspeedofV,andtheuserhasacertaincomputerknowledgeandwillingtocooperate,cancoachtheuserusingthestarspeed"client"networkdiagnosis"functionfirstselftest,andasked"networkdiagnosisresults"Accordingtothefaultcode,refertothe"networkdiagnosis"NoFAQmanual,determinethecauseofthefailureIfitisrecognizedasaclientproblem,instructtheusertotroubleshootitinaccordancewiththemanualsolution,iftheclientisnotinstallednetworkdiagnosisspeedVorusersdonotwanttouse"starspeed"client"to"self,thenundertheuser'serrorcode,warningpromptorfaultphenomenon,thefaultcategoryForthecommonfaults,refertothefollowingprescriptiontosuittheremedy(takeADSLasanexample)andsolveitbytelephone()unabletoconnecttotheInternet:itisrecommendedthattheuserrestartthecomputerorMODEMtoexcludeaccidentalfailuresoftheuser'scomputerorMODEMIfinvalid,itcanbefurtherprocessedbyerrorcodeorpromptErrorReason:useraccountandpasswordareincorrectSolution:toentertheJiangsuTelecomInternetintegratedservicebillingandmanagementsystem,checkwhethertheuseraccountisnormal,verifyuseraccountsandpasswords,checkwhethertheuser'saccountissuspendedDependingonthesituationfortheuserpasswordrecovery,usersenterthepasswordcorrectly,youcansolvetheproblemInaddition,broadbanddialupsoftwareproblemscanalsocauseerrors,"",atthistime,aslongastheguidanceofuserstoreinstalldialupsoftware,youcansolvetheproblemErrorOneistheMODEMproblemThesignalcannotbesynchronized:accesstobroadbandbarrierstoacceptthesystemfortesting,suchasthedisplayofusersonline,aslongastheguidanceofuserstorestarttheMODEM,suchasthesignalsynchronization,thegeneralcansolvetheproblemMODEMsynclightflashing:themostcommoncaseisthattheuser'sseparatorlineisinthewrongconnectionwiththeanswertothephoneAtthistime,youcaninstructtheusertochecktheseparator,changetheconnectionportandrestartMODEMIfthelightdoesn'tflash,lettheusertrytheconnectionnetwork,whichcansolvetheproblemingeneralIfnot,sendthebillMODEMpowerlightdoesn'twork:theusermayforgettoturnontheMODEMpowerswitch,pluginthepowercordorthepowerregulatorislooseAftertheguidanceofuseradjustment,ifnot,theproposeduserforMODEM(suchasrentingTelecomMODEMissenthomechange)()networkcardproblemThelatestversionofOSsettingsInthe"localconnection"attributeinasetcalled"thisconnectionisrestrictedornoconnectiontonoticeme,thishookifnotremoved,willbeconnectedtothenonsignaledstatelocalformation,resultingin""errorGuideuserstoremovetheticknumber,youcansolveNetworkcardusetimeislong,thequalityofitselforPCIslotdustwillaffecttheperformanceofnetworkcardIfusersunderstandsomecomputerknowledge,toallowuserstoaccesstheInternetimmediately,youcansimplyguideitsreinsertcard()theproblemofdialupsoftwareThereisaproblemwiththedialupsoftwareprogram,whichcanbesolvedbydirectingtheusertoreinstallthedialupsoftwareErrorThenetworkcardisdisabledorthedrivelevelislost(mostlyintheXPsystem)Solution:thedesktophasan"onlineneighborhood",rightclicktoopenitsproperties,andthenlefttoopen,seethelocalconnection"Ifnot,clickStart>program(allprograms)>>>AccessoriesconnectioncommunicationnetworkFirst,whenthelocalconnectionisdisabled,doubleclickthelocalconnectiontoturnitenabledTwoisthe"localconnection"ingettingthenetworkIPaddress,whenthecardcannotautomaticallyobtainIPaddress,"localconnection"willbeshowntobelimitedtoopenitsproperty,"thisconnectionhaslimitedornoconnectionwhenInotice"beforeremovingthehook,orauxiliaryguideuserstoaddIPaddressThenclickOK,onlytheusercardnoproblem,ingeneralcanbesolved,ofcourse,sometimesmayberequireddependingonthesituationallowstheusertorestartmycomputerorchangethepasswordtotheuser'stelephonenumberandsoonThethreeistoseethe"localconnection",thegeneralsituationistheuser'snetworkcarddriverlost,allowstheusertorestartthecomputertotry,ifnot,willinformtheusertofindthecomputercompanyorreinstalltheNICdriverforthecardwillbeabletosolvetheproblemerrorUSBMODEMismorecommon,mostlybecauseofproblemswithUSBdriversSolution:iftheuserisdriving,canguidetheusertoinstalltheUSBdriver,inparticularwemustfirstchecktheprotocolsettings,controlpanelmethodislookingforADSLonthedesktop,ifyoucanfind,doubleclicktoopen,andthenpresstheATLCkey,youwillseetheconventionalwindowbehindmorethantwolinesandsetthewindowtheagreementsetbehindawindowwillbesettoVPI,VCIissettoErrorInternetsoftwaredamageSolution:generally,itinstructsuserstocreateanewconnection,AllowuserstoaccesstheInternetthroughnewconnectionsErrorMainlyafteradialupsoftwarehasbeensuccessfullyconnected,anotherdialupsoftwareisusedtocontinuedialing(triggeredbyXPsystemsorsystems)Solution:lettheuserdirectlyopenthewebpage,ifyoucanopen,itprovesthatthenetworkhasbeenUnicom,error,becausetheuserrepeatedlyuseInternetsoftware,toreminduserstouseonlyoneofthemIfthepagecannotbeopened,youcanletusersrestartthecomputer,andthenuseoneoftheInternetsoftwarenetworkingIfneitherofthesetwomethodsworks,itmaybenecessarytorestartthesystemandbuildanewconnection,thesystemmayalsobeanetworkcarddriver,needtoreinstall,beforeyoucanaccesstheinternetErrorThedialupsoftwareisdamagedorthenetworkcardhardwareiscorruptedSolution:toguideuserstoreinstalldialupsoftware,ifnot,theninformtheusertothecomputercompanytocheckthenetworkcardisnoproblemErrorTheportmaynotbeavailableforthemomentAsuddendisconnectionofthenetworkduringnormalInternetaccesscanalsocausesucherrorsSolution:checktheMODEMlightisnormal,mainlylookattheLINKlightsarelit,ifoftenbright,guidingtheusertoturnoffthepowerswitchlamp,andthentheseparatorabovelinereinserted,thethreadLINKlightreinsertitIfyoucanturnintoaerror,you'llbeabletoconnectinaminuteErrorThelatestSPversionoftheXPoperatingsystemwillnotbecompatiblewiththePPOPEprotocolaftertheupgradeTheoperationismainlyaimedattheoperatingsystemThefirstistorestorethesystem,suchasthenormalnetworkUnicom,toremindtheusermustturnofftheautomaticupdateoptions,sothatoftheerrorwillnotoccuragainIfthereisnowaytorestoreorthesystemhasclosedthesystemrestorefunction,youmustreinstallthesystem,generallyinstalledafterthenormaluse()VODvideoondemandclassAllVODprogramsonrequestaresilent,withoutgraphics,andonlyshowreadyOneisthattheusersystemhaslosttheprogramtoconnecttotheInternetserverGuideuserstofindtheessentialsoftwaresectiononthebroadbandhomepage,openit,anddownloadtheplayerpluginBeforeinstalling,asktheusertotemporarilyshutdownallInternetaccesssoftwarewithblockingcapabilities,whichwillincreasethesuccessrateofplugininstallationAfterthepluginisinstalled,pleaseasktheusertotrytheTVplayandtrythemovieagainIngeneral,theTVplayswillbegoodandthefilmwillbefineIfnot,pleaseusethesystemrestore,itisbesttoreinstalltheoperatingsystemTwoisbecausetheuserinstallsthefirewallandtheInternetassistanthastheinterceptionfunction,shieldedhasconnectedtheInternetservercontrolPleaseasktheusertotemporarilyclosethefirewallandtheInternetassistanttotryitoutOndemandVODprogramshavesoundwithoutimagesTherearemanyreasonsforthisproblemAuserisinsidethecomputergraphicsprogramlost(mainlyreferstosomeoftheoldcomputer)twoistheimageplayercodecprogramislostthreeplayerproblemsthefourissomeotherauxiliaryInternetsoftwareshieldProcessingmethod:lettheusertrytowatchthefullscreenisnormal,ifpossible,islookatthesmallscreeniswhiteorscreenadvertising,suchaswhitescreen,itmaybeaproblemwiththeIEbrowser,thebrowsertowatchTencentorothersmallscreenisoftenforguidingusersIfthewholescreendoesnothaveanimageandisblackscreen,thenitisnecessarytoguidetheusertoinstalltherelevantsoftwaredownloadedinthenetworktodownloadthecodectotry,suchasstillnot,andthenguideuserstoreinstalltheplayerNoneoftheabovecansolvetheproblem,andyoucaninstallthevideocarddriverIntheactualprocess,shouldbeflexibleuseoftheabovemethodsInaddition,ondemandVODprogramshaveimageswithoutvoice,ondemandVODprograms,flowerscreenorimageblur,ondemandVODprogrampauseandotherissues,butalsocanguideuserstotrytosolve()browsethewebWhenyoubrowsethewebsite,IEcanonlyopenitshomepageandallchildpagescannotbeaccessedReason:theclientIEbrowseriscorruptedProcessingmethods:ifotherbrowsersareinstalledintheuser'scomputer,instructuserstotryusingotherbrowsersIfyoucanaccessthem,asktheusertousethebrowserforthetimebeingIfnot,reinstallthesystemPartofthepagecannotbeopenedIfonlythebroadbandcinemaonthehomepageandtheTVtheatercolumncannotbeaccessed,itispossiblethattheInternetassistantsoftwareandfirewallareinstalledintheuser'scomputerInstructtheusertoexitthesystem,reopenthehomepage,andtryIfstillnot,itmaybeIEinthevirus,atthistimetoguideuserstoantivirus,suchasstillnot,canonlyreinstallthesystemIEallpagescannotbeopenedThereasonmaybethatIEhasanobstacle,andtheremaybeaproblemwiththeNICdriverTreatmentmethods:ifuserscannotopenthepageinadditiontoothernetworksoftwareandnetworkgamecanbeusednormally,thisshowsthatthenetworkhasUnicom,maybebrowserobstacles,processingmethodismainlyforotherbrowsersorreinstallthesystemIftheusernetworkisconnected,butallnetworkresourcesarenotavailable,thismaybeaproblemforthenetworkcarddriver,whichcanguidetheusertoreinstallthenetworkcarddriverWhenusingIE,youjumpoutoftheyellowpagewindowReason:theuser'scomputersystemisinfectedwiththevirusProcessingmethod:telltheusertousethegenuineantivirussoftwaretocarryonthecomprehensiveantivirustothecomputersystem,ifnot,thenmustformatthesystemandreinstallWebpagesopenslowlyInstructuserstoopenthemainpagewithotherbrowsers(suchasTencentTT),allowinguserstofeelthespeedcontrastbetweenfrontandbackGenerally,aslongastheuser'scomputerdoesnothaveavirus,itwillopenmuchfasterthanusingIE()somewebpagescannotbeopenedFirst,theservermayberelatedproblems,youcantrythepageattheendoftheBureau,andifyoucannotopen,youcanbesureTwoistoinstructuserstoturnoffInternetassistantsandfirewallsInaddition,thereareproblemssuchasslowspeed,suddendisconnectionandsoon,whichcanguideuserstotrytodealwiththemselvesaccordingtothesituationThesixthstep:guidanceblocked,timelydispatchAnyofthefollowingcircumstancesinthecommunicationprocess,donothavetospendtoomuchtime,shouldbepromptlymadesingleprocess:oneistheusercomputer,telltheusertofindthecomputercompanytosolve,suchastheuserisnotwillingtodealwithhissingleTwo,fortheInternetknowledgeandcomputerbasedpoorusers,aftercounselingstillcannotsolvetheproblem,cansendasingleThreeusersarenotwillingtoacceptcounseling,andinsistedthatsomeonesenthome,youcansendasingleFour,theproblemcannotbesolvedbylongtimecounselingandshouldbedealtwithseparatelyTheseventhstep:enterthesystemtoreturnconfirmationAfterthetelephoneinstructionuserpretreatmentfault,aftercounselling,allshouldconfirmwiththeuserwhetherhasalreadybeenabletothenormalaccesstotheInternet,andinputsthesynthesisdispatchsystemFordispatchfailure,thecomprehensivedispatchingsystemshouldbeinputintimeAfteralltroubleshooting,returnvisitshouldbereturnedwithinhours(Yangzhou,GuoXinghe)

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