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1、序 言 随着天气 炎热，以及网络病毒的泛滥，很 多常见的宽带故障并非是由于线路问题引起的 ，所以这类故障多数都可以在电话中和用户沟 通处理，增加故障处理的效率，也减小了客服 和维护的工作压力，提高用户满意度。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.
2、Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 一、故障在线处理步骤 1、如何从用户处得到正确的错误提示 a、引导
3、用户告知正确有效的错误提示。 常见的错误提示有错误678、691、769、633、718、 735、734、720、721等。(XP系统） VISTA系统有错误815等 WIN7系统有错误851等 首先询问用户正常上网的时候是否要先点一个宽带连 接（或者可以说东西),然后再点击连接的，拨号上网的用 户在无法正常上网的时候拨号会有一个错误提示。 拨号上网的错误提示对于故障原因判断至关重要。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created
4、with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 200
5、4-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 常见错误提示处理方法 错误678：综合性故障，让用户检查本地连接是否存在， 其余都需要维护人员上门。 对于VISTA系统提示为错误815，win7系统提示为错误851. 错误691：帐号密码故障，先和用户核实帐号密码信息， 用户表示无误，再核实是否账号存在停机欠费等异常情况 ，还是不行就进行密码重置，指导用户删除拨号连接重新 创建等步骤。 错误769：网卡禁用，桌面网上邻居图标点右键再点菜单 属性，进去后双击本地连接，若无法启用，则网卡损坏或 松动，建议用户找电脑公司处理。 错误
6、721：用户系统或网卡故障，一般建议用户先重新安 装系统，不行再更换网卡。 错误720：VDSL信号用户端口故障，需要维护人员去机房 更换端口 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Lt
7、d. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 错误633：调制解调器故障，先建议用户重新启动 猫和电脑，若不能恢复，则需要更换猫。 错误734、735： 拨号协议故障，重新安装拨
8、号协 议，指导用户重新创建拨号连接，如果是982000 系统，如果用户无拨号软件，建议用户找电脑公 司。 错误718：信号不稳定，一般为线路衰耗过大或者 线路太远，用户拨号时在核对用户名密码步骤信 号断开，要求维护人员上门检查线路。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Asp
9、ose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. b 、如何判定用户是否有路由器上网，并引导
10、 其单机测试。 第一、可以直接询问用户是否有路由器或者HUB，并且 有多台电脑上网。 第二、询问用户平时上网的时候是否需要拨号上网，在 引导用户认识猫的前提下，让用户看看是不是还有其他 有多个指示灯的设备。 第三、ADSL终端上只有三条线，分别为电源线（黑色 ）、电话线、网线，VDSL终端上有的可能有两条电话线 ，让用户根据这些信息认识终端猫。 第四、FTTB业务的总线一般为用户墙壁模块上的引出 线，FTTH业务和ADSL业务都是移动提供设备上的引出 线。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET
11、3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Cl
12、ient Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 第五、单机测试可以说是一个专业术语，用户并不能理解 这个词语的含义，所以如何让用户做到单机测试关键看耐 心的引导。 让用户认识猫上网线口及网线，网线比电话线及电源 线粗，网线口一般在猫/FTTH设备中间较大，再让用户认 识电脑主机上的网卡口，一般主机后面只有网卡口旁边有 指示灯亮或闪烁。当用户认识后，就可以让用户通过网线 将两个接口连接，这样就形成了单机连接。即将移动引入 总线和用户电脑直接连接，目的是为了能够
13、进行拨号上网 ，并产生错误提示。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose
14、.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 如何电话中判定用户的电脑问题 1、用户电脑是否正常运行？ 询问用户是否开电脑主机后，电脑正常启动，并且能看 到桌面，而且进入桌面后没有一些乱七八糟的窗口跳出来， 和以前能正常使用宽带的时候一样。 2、正常的宽带连接步骤。 A： 对于部分电脑很
15、不懂 的用户， 可以建议右 键 单击，然后点下 拉菜单的连接 双击宽带 连接 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation onl
16、y. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. B: C: 正常连接 后一般电脑 右下角会有这样的 显示。点击连接 Evaluation only.Evaluation only. Created with Aspose.Slides for .
17、NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.
18、5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 3、 如何简单判断用户网卡是否正常 运行 A:关闭用户的猫的电源或者拔掉网线（网线断开 ），用户电脑 右下角一般会有如图所示情况出现 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5
19、Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright
20、2004-2011 Aspose Pty Ltd. 右键点击 网上邻 居 左键单击属 性 点击开始 鼠标移 到设 置 双击网络 连接 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Ev
21、aluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 可以通过上一张幻灯 片的两种方式查看左 图的本地连接是否存 在。 （有的用户可能 有多张网卡存在，即 多个本地连接） Evaluation o
22、nly.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client P
23、rofile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 4、询问用户是否有部分需要网络支持的程序 运行。 对于有些用户，他不能提供网络是否连通的信 息，所以我们要询问一些需要网络支持的程序能 否正常运行，比如 QQ、网络电视、下载、淘宝旺 旺、MSN等一些程序，由于很越多用户故障是因 为无法打开网页，而一些即时聊天软件 与网页在 一些网络协议上面以及一些
24、网络端口上面是不同 的，所以由于电脑问题无法打开网页的时候，经 常是即时聊天软件可以用的。如果用户表示可以 聊天，不能开网页，则表示是用户电脑问题。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty
25、 Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 二、宽带安装维护的调试步骤 1、拨号连接的创建及上网测试 右键点击 网上邻 居 左键单击属 性 点击开始 鼠标移 到设 置 双
26、击网络 连接 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides fo
27、r .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 可以用户以上两种方式进入下图所示 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspos
28、e.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Asp
29、ose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 安装拨号软件的详细步骤如下图 1、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Eva
30、luation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 2、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET
31、3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Cl
32、ient Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 3、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright
33、 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 4、 Evaluation only.Evaluation only. Create
34、d with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with
35、 Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 5、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004
36、-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 6、 Evaluatio
37、n only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Clien
38、t Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 7、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client P
39、rofile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-201
40、1 Aspose Pty Ltd. 8、 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with As
41、pose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 通过以上的 一些步骤，WINDOWSXP系统的 宽带拨号连接就创建起来了，这样你会下 电脑桌面上看到拨号连接这样的一个图标 ，也可以在网上邻居的属性中看到，通过 拨号连接，就可以将用户的电脑与我们的 网络连接起来了。 Evaluati
42、on only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Clie
43、nt Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 2、FTTB/LAN宽带业务的故障判定处理 步骤 1、询问用户上网的错误提示。 2、如果不是错误691、734、735等用户账号拨号协议问题 ，先用自带笔记本电脑测试，判断用户电脑是否正常。 3、对于线路问题，首先先在ONU上用户FE口直接网线拉 出来，连接笔记本电脑进行测试，如果测试正常肯
44、定为FE 端口至用户电脑中间线路问题。先检查线路有没有中断， 然后进行重新卡线、做水晶头的步骤。如果ONU上FE口直 接网线拉出来还是不能上网，请求县市资源管理人员开其 他FE口进行测试，如果还是不行，则检查ONU运行状态、 光功率情况。最后还是不行再要求县市综合接入员检查数 据。 Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0
45、. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty L
46、td. 3、FTTH业务故障判定。 FTTH业务的故障判定步骤与FTTB业务基本相同，只是在发现设备运行 不正常后，要登录ONU里面进行重新注册，或者更换ONU进行测试。 最后再让县市综合接入员检查数据。 ONU的LINK和AUTH指示灯状态含义： Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-
47、2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. 4、ADSL业务宽带质量的
48、查看 宽带质量主要通过登陆猫看线路的信噪比和线路衰减等参 数来判断。 衰减值：线路衰减越大，接收到的有用信号电平越低，信 噪比也越小，使子载频所调制的比特数越少，从而导致 ADSL线路速率下降、误码率升高、甚至“掉线”或根本无法 激活。 通常线路越长，衰减将越大。而且由于从MDF架到用 户端设备之间的线路，通常具有45个接头，由于氧化、 受潮、绝缘不良等因素通常会导致线路衰减的升高，因此 检测线路的衰减是ADSL故障检修的重要手段。 ADSL用户线路在ADSL频带内各个频率上的衰减应小于 35dB。 Evaluation only.Evaluation only. Created with A
49、spose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright 2004-2011 Aspose Pty Ltd.Copyright 2004-2011 Aspose Pty Ltd. Evaluation only.Evaluation only. Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0.Created with Aspose.Slides for .NET 3.5 Client Profile 5.2.0.0. Copyright