My Services are Down, What do I do?
The first thing to understand
is that your service is comprised of several key elements,
each of which has to function in order for you to have service. The
majority of all service problems are usually at the customer
premises (local network at the remote site), this network is
connected to the Satellite Link, and the satellite
link is connected to the USA backbone (or,
in some cases to colo equipment or terrestrial point to point
connection).
First always check the eb/no reading on your satellite modem
- if it is
greater then 5.5 (for turbo links) or 7.5 (for non turbo links) then our signal
to you is good.
Next, check connectivity from within your
router – so, log into your router
and check the status of your serial interface, if it reads UP/UP then try to
ping your gateway (our router), if you can ping the gateway, then the satellite
link itself is fine. If you cannot ping the gateway, there may be a usage
overload, check your data throughput, if you are maxing the link the ping will
not get through. Next try to ping one of the DNS addresses we provided
for you, if you can ping the DNS address then the satellite link is connecting
to the public Internet and the problem is your local network. If your serial
interface reads UP/DOWN then most likely your router lost its configuration or ‘froze’ – try
rebooting the router and/or confirming your configuration. If your router
reads DOWN/DOWN then most likely you have a bad connection from your router to
your modem. Call the teleport to confirm eb/no at the teleport side is
fine. |
