TRAINING MATERIAL FOR NETWORK SUPPORT ENGINEER

What is ISP?
An Internet Service Provider (ISP) is the company that sits in between the Internet and someone that wants to use the Internet. These companies are often the phone or cable companies themselves, but sometimes they are independent providers of Internet access. Of course, if they're independent vendors they still need to work with the phone and cable companies since they are the ones that have the communications infrastructure. Originally, ISPs required users to dial in much the same way that you dialed a phone. However, over the last several years it has become more common for connections to be always on or to at least require only a second or two to be established. At the consumer level, ISPs provide Internet access along with basic services such as e-mail accounts, spam filtering, and sometimes antivirus software. At the corporate level, ISPs provide a guaranteed level of service, configuration flexibility, and a lot of bandwidth. As you can image, corporations pay much more than consumers. About RailWire Network: The below is the diagram which explain about RailWire network distribution. Its a metro Ethernet technology and fully managed network. In RailWire network core purpose we are using core router and under that distribution routers are installed. Using core switch we are distributing the datas to distribution switch. From the distribution switch the datas are transferring to different areas. For long transmission using SDH technology we are transferring the datas.

Configuration: We are distributing the connection through two different technologies. 1. Hotspot 2. PPPoE Hotspot: This is browser based dialing method. Here customer will be getting the IP using DHCP. After getting IP customer has to connect the RailWire network through web browser. PPPoE: This is default dialer which is available in Windows & Linux clients. Through this technology customer can login to RailWire network with dialing method.

Railwire network Rule Book:

1. Railwire network need to be Manageable end to end from Gateway to the end customer. 2. Railwire Network team will survey the operator area & put up a rollout plan for the given geography. 3. Any changes or new addition to the network need to be with clear notice to Railwire network team. 4. Access network is the last mile network to which the customer is directly connected.

5. The network uplink will get extended from nearest Railtel PoP to the Cable Office on two different fiber paths. The link should preferably be Gigabit. If not, the uplink will be 45 Mbps dedicated circuit. 6. Railwire Uplink will not be provided unless the customers are connected to Manageable switch. 7. Internal building network need to be deployed as per the approved Railwire distribution (as given below) model.

Dos:

1. Use manageable Access switches at every nodal point on the network. 2. Customer need to be connected to manageable Access switch directly. 3. Any external cabling between switches need to be on OFC (Aerial or UG) and internal cabling from switch to the customer need to be on CAT 6/CAT 5 cable. 4. Every Access Switch node need to have UPS back up for at least 4 hours. (8 hours in case of the location prone for frequent power failures). 5. Always route CAT 5/6 cable in the existing building cable duct. In case of absence of cable duct, route it through a neatly laid cable duct to the satisfaction of the customer. 6. Always use Rosette box to terminate Customer end CAT 5/6. Further it needs to be neatly fixed to the wall & customer PC to be connected through a 1m or 2m patch cable. 7. Always terminate fiber in a FMS box & connect them to the switch with appropriate Fiber Patch chords. Donts: 1. Never use unmanageable switches in the network. 2. Never use media converters to extend Ethernet to another building. 3. Never use CAT5/6 copper cable in external conditions that are exposed to outside environment. 4. Never route cable abruptly hanging from switch to the customer end. 5. Never terminate Cat5/6 cable directly to the PC.

Issue Type

Targeted Time

Level 1
Assign Time

Level 2
Assign Time

Level 3
Assign Time

Level 4
Assign Time

Level 5
Assign Time

Hardware

Access Switch Wireless Node Backhaul

4 Hrs 4 Hrs 4 Hrs 1 Hr 2 Hrs

15 Min. 15 Min. 15 Min. 30 Mins 10 Mins

1 Hr 1 Hr 1 Hr 15 Mins 50 Mins

1 Hr 1 Hr 1 Hr 5 Mins 30 Mins

1 Hr 1 Hr 1 Hr 5 Mins 15 Mins

45 Min 45 Min 45 Min 5 Mins 15 Mins

WiFi Access Node Customer Problem Power

Access Switch Power Problem Communication Access Fiber Customer to Access CAT5 Wireless Backhaul WiFi Access Customer Communication

4 Hrs 3 Hrs 3 Hrs 3 Hrs 1 Hr.

10 Min. 10 Min. 10 Min. 10 Min. 15 Min.

1 Hr 20 Min. 1 Hr 20 Min 1 Hr 20 Min 1 Hr 20 Min 25 Min.

1 Hr 30 Min. 30 Min. 30 Min. 10 Min.

45 Min. 30 Min 30 Min 30 Min 5 Min.

45 Min. 30 Min. 30 Min. 30 Min. 5 Min.

SLA for maintaining Network

Network Management Web-based management Telnet CLI SNMP v2c RS-232c Local console IP management: static IP or DHCP client RMON four RMON groups 1, 2, 3, 9 (history, statistics, alarms, and events) for enhanced traffic management, monitoring, and analysis Port mirroring: supports Source/Destination/Both port mirroring FAQ Internet Problems: Hot Spot failures: Hotspot is the technology where the customer can login to RailWire network using web browser. 1. Not getting login page: Check the LAN connection is connected. In LAN properties make is as obtain IP automatically. Go to command prompt type ipconfig /all to check DHCP ip is assigned on LAN card. If customer getting IP and not getting login page check the browser settings.whether get login page. proxy is enabled. If DHCP ip is assigned and Browser setting is proper customer should

2. Already authorised retry later:

User already logged in. Please check the user is active in NAS. If unauthorised person using the same id please kickout the user and inform authorised user to change his password.

3. Invalid username and password: User account might be expired (or) User not authorized to access the network. 4. Frequent disconnection:

 Check the cabling whether its crimped properly. Check the cable distance, it should be within 100M from the switch. Customer LAN card might be faulty. 5. Slow Browsing: In this case we need to ping to the gateway IP continuously from customer System. If any drop while pinging to the gateway or high latency we need to inform the operator to check the cabling. If the fiber path allocated bandwidth gets filled that time the latency will raise and continuous drop also will be there.
PPPOE Failures: PPPOE (Point-to-Point Protocol Over Ethernet) Using the PPP dial-up protocol with Ethernet as the transport. Used by many DSL providers, PPPoE supports the protocol layers and authentication widely used in PPP and enables a point-to-point connection to be established in the normally multipoint architecture of Ethernet. A discovery process in PPPoE determines the Ethernet MAC address of the remote device in order to establish a session.

1. Error 691 - Invalid username and Password: Customer Account might be expired. Check in billing. User might be tried with wrong username and password. If any confusion reset the customer password by verifying Email and mobile no. Inform the customer to change the password. Check the user whether its already logged in. 2. Error 678 - Remote computer did not respond: Check the operator node is up & running. Check the user LAN connectivity. Might be LAN or Cable issue. If there any power issue with the connected switch also this error will be there. This case we need to inform concern operator to check the issue. 3. Error 769 Specific destination not reachable: This problem arises due to problem in the customer System LAN card.