Here follows a list of end user CPE that our LLU partner recognises as support intensive. We recognise this list may not be exhaustive but as other support intensive CPE is identified we will add it to this list.
A. CPE: Cisco 877
Symptom: In synch no PPP session.
Resolution: CPE appeared to be attempting to create LLC encapsulated sessions despite being correctly configured for VCMux.
Reseller resolved the issue but has not been forthcoming with information about what was done to resolve.
We suspect a different version of IOS was deployed.
B. CPE: Zyxel 662HW and 660R
Symptom: Unable to maintain synchronisation for more than a few seconds.
Resolution: Apply a line profile without rate adaption or interleaving.
Note: 2 x Zyxel routers have been provided for further testing.
C. CPE: Draytech
Vigor2800. chipset: Conexant, Titanium Ultra AA4-7777-PCA
Vigor2600 Plus series. chipset: ADI Eagle2
Symptom: Intermittent loss of connection.
Resolution: Approximately half the issues were resolved by firmware updates as detailed below.
Firmware release 2800 (used for ADSL2+ circuits) firmware version 2.7.1Y.1.28.187 (External ZIP file)
Firmware release 2600 firmware version 2.5.6UK2 (External ZIP file)
D. CPE: Interjak
Symptom: No Webpages
Resolution: Unknown
E. CPE: Netgear DG834
Symptom: Various
Resolution: There are many revisions and variants of this router. Resolution has always been found in upgrading to the latest firmware available for the particular revision / variant.
General Support Issues
Please note that any outages due to modem/routers incompatibility or incorrect firmware on customer CPE that then leads to out of pocket expenses for our reseller (such as engineering visits or replacement CPE) will NOT be reimbursed. It is wholly the resellers responsibility to ensure their end users are on compatible and industry standard CPE.
All CPE related outages will be treated as a normal fault within our Support Department.
Should you come up against a Router issue and it is not covered on the incompatible CPE list please check the following details on the CPE before escalating as a fault:
The firmware is up to date
Force the router to re-boot, a router can take up to 2 Minutes to fully boot up
Ensure the router is configured to these settings: Protocol: PPPoA Encapsulation:VCMUX VPI: 0 VCI: 38
Ensure the router is configured for VC and not LL
Ensure the Router is not configured to use statically assigned DNS addresses or IP addresses. The router should request automatically assigned DNS and IP addresses on each connection
Do a LLU line test and establish if the line is in Sync and if there is a PPP session present. Just like a DSL Modem, a DSL Router will have a Sync or DSL light that should be green if the CPE is In Sync with the DSLAM.
If the Router is not Synching up with the DSLAM even after a reboot, then check filters , cabling and test from the main socket…if all is OK at the customers house then try on the least demanding profile and if all else fails then escalate the issue to support.
Be sure to mention the make and model of Router plus what light activity you are seeing and what troubleshooting steps you have already tried