Basic Wide Area Network (WAN)

Troubleshooting procedure

Prepared by : Ethio Telecom

SMC Department

Sep 01,2016
Document control
Contents:
Objective of the course
Introduction to networking
ET WAN options
WeredaNet Internet and VPN connection Topology
Enterprise Network Architecture
TCP/IP protocol suite
IP Addressing and Subneting
Troubleshooting procedure
Speed Testing
Necessary parameters should be know before calling 994 or
escalation.
Escalation Metrics
Monitoring system (solar winds )
Objective
 After completion this course

 Understand basic of computer networking and

architecture.
 Understand TCP/IP protocol layers.
 IP addressing and subnet.
 How to subnet a classful network.
 What are WAN service options Ethio Telecom provide.
 Procedure based troubleshooting scheme.
 How to use SolarWinds for Monitoring zone and Wereda
connections.
Introduction to Networking
 Network is simply connection of computing devices.
 Devices are
End device, host machine ( server and workstation)
Networking Device: switch, router, firewall
 IP Network based on the area of coverage ,can be
1. Local Area Network (LAN),it spans to a house ,building or a
compound.
2. Metropolitans Area Network (MAN), large than LAN and it spans
to city or town.
3. Wide Area Network (WAN), largest and span to the world. Internet
is best example.
Network topology types
The physical connection can be:
 Bus – This is the type of connection that uses a single
medium to connect the node.it uses legacy Hub.
 Ring – each networking device connect to neighbor
Device and form a ring.
 Star – It uses a certain Switch or a Router to make the
network possible. Commonly used scenario on local area
network.
 Mesh – all nodes have a dedicated link to one another
and high fault tolerant and very expensive. Commonly
used in backbone network.
ET WAN options
 Ethio Telecom provides different types of Wan service to customers. These are

 FTTB/C ( fiber to the building or curve ) ,fiber run to the building or

curve and the fiber link terminate to ET Access device namely MSAG,
DSLAM and MSAN. From these devices the copper wire will be taken
to customer premise. The service can be
 ADSL (Asymmetric Digital Subscriber Line: It can give 8Mbit/s by
1Mbit/s).
 ADSL2+ (It can provide 24Mbit/s by 1Mbit/s).
 VDSL (Very-high-bitrate Digital Subscriber Line: It can give
54Mbit/s by 16Mbit/s).
 FTTH (fiber to the home) a dedicated fiber link terminated to customer
premises, the service can be
 xPON (GPON and EPON)
 Direct core switch
 Direct IP RAN
WeredaNet Connection when accessing Video
conference and Internet
Enterprise Network
Typical enterprise network,
Enterprise Network Architecture
Typical enterprise network includes not limited to
 Host machine: it can be personal computer or server. It
should have an IP address, subnet mask and default gateway
(router IP as default gateway) to access.
 Switch: use to extend local area connection and mac
switching. It has a number of ports that can host machine
can be connected. It can limit the access speed of the
machine.
 Router: The main functions are Internetworking and IP
routing. Different dynamic and static protocols can be run on
it.
TCP/IP suite
 TCP/IP protocol suite is stack of protocol. Protocols in each layer
standardized so as to make inter vendor operability.
 TCP/IP layering consists of 5 layers ,
 Application: user interface layer. Web protocol ( http/https), file
protocol (ftp/tftp/sftp), mail protocol (smtp/pop/imap),access
protocol (telnet and ssh)
 Transport: application multiplexing and reliable transport of
data. Protocols in this layer are tcp and udp.
 Network: routing of packet. Internet protocol (ip) v4/v6
 Data link: frame forwarding. Ethernet most commonly used
protocol in this layer
 physical: physical cabling like fiber, utp and wireless like wifi,
satellite
Encapsulation in TCP/IP layer
IP ADDRESSING AND SUBNET

For Regional, Zonal and Wereda ICT

 Introduction:

You can probably work with decimal

numbers much easier than with the
binary numbers needed by the
computer.
Working with binary numbers is time-
consuming & error-prone.
 Octets
 The 32-bit IP address is broken up into 4 octets, which are
arranged into a dotted-decimal notation scheme.
 An octet is a set of 8 bits
 Example of an IP version 4:
172.64.126.52
 IP address that has local significant called private address
and that of globally routable known as public address.
 ET have the following public IP address:
197.156.64.0/18
213.55.64.0/18
196.188.0.0/14 and
ET IPV6 address is 2c0f:f348::/32
 Thinking in Binary
 The binary system uses only 2 values “0 & 1” to
represent numbers in positions representing
increasing powers of 2.
 We all are accustomed to thinking & working in the
decimal system, which is based on the number 10.
 To most humans, the number 124 represents 100
+ 20 + 4.
 To the computer, this number is 1111100, which is
(26) + (25) + (24) + (23) + (22) + 0 + 0 =
64 + 32 + 16 + 8 + 4 +0+0
 Converting to Decimal
 You’ll need to convert binary to decimal & vice versa to compute
subnets & hosts.
 So, it’s time for a quick review lesson in binary-to-decimal
conversion.
 There are 8 bits in an octet & each bit can only be a 1 or a 0.
 What then do you suppose is the largest decimal number that can
be expressed in an octet?
Eight 1’s (1111 1111)
The binary number 1111 1111 converts into the decimal number:
(27) +(26) + (25) + (24) + (23) + (22) + (21) + (20)
128 + 64 + 32 + 16 + 8 + 4 + 2 + 1 = 255
Therefore, the largest decimal number that can be stored in an IP
address octet is 255.
the value in the 1st octet:
 Classful Addressing
Network Class Beginning Natura Range of Example Major
Digits in l Prefix Addresses Networks
Binary Length

Class A 10XX 8 1.0.0.0/8 11.0.0.0/8

through 100.0.0.0/8
126.0.0.0/8 120.0.0.0/8

Class B 110X 16 128.0.0.0/16 130.1.0.0/16

through 148.45.0.0/16
191.0.0.0/16 190.100.0.0/16

Class C 1110 24 192.0.0.0/24 193.1.3.0/24

through 193.1.4.0/24
223.0.0.0/24 192.2.5.0/24
 Special Addresses
 A few addresses are set aside for specific purposes.
 Network addresses that are all binary zeros, all binary
ones & Network addresses beginning with 127 are
special Network addresses.
 Subnet Mask
 An IP address has 2 parts:
 The Network identification.
 The Host identification.
 Frequently, the Network & Host portions of the address need to be
separately extracted.
 In most cases, if you know the address class, it’s easy to separate
the 2 portions.
 With the rapid growth of the internet & the ever-increasing demand
for new addresses, the standard address class structure has been
expanded by borrowing bits from the Host portion to allow for more
Networks.
 Under this addressing scheme, called Subnetting, separating the
Network & Host requires a special process called Subnet Masking.
 Subneting
Introduction
 Subnetting is the foundation underlying the expansion of both Local
Networks & the Internet in today’s world.
 Subnetting has become essential knowledge for the Administrator of
any network.
 There are 2 fundamental reasons why subnetting has so much
importance in today’s networking environment:
1. The world is running out of available IP addresses. There just isn’t
an unlimited number of IP addresses available & subnetting helps
extend the existing addresses until either the next version of IP is
rolled out or some other technology charges on the scene.
2. Subnetting reduces the size of the routing tables stored in routers.
Subnetting extends the existing IP address base & restructures the
IP address. As a result, routers must have a way to extract from a
IP address both the Network address & the Host address.
Block sizes
Subneting excercise
 Subneting a classful network simply means taking bit/s from
host field and using it as network field.
 Subneting classful network C,
N.N.N.H, N stands for network field and H stands for host field
lets say B ,is the number of borrowed bit from host field ( on bit)
lets say H,is the number of host bit ( off bit )

Number of subnets=2^B
Number of hosts per subnet=(2^H)-2
Example 1
Lets say we have classful network, 10.130.240.0/24,subnet it
using mask 255.255.255.248 (or /29)
Ans.
Subnet mask,255.255.255.248=255.255.255.11111000
gap b/n consecutive subnet =256-mask=256-248=8
Number of subnets =2^B=2^5=32
first subnet,10.130.240.0
second subnet, 10.130.240.8
..
last subnet,10.130.240.248
Continue…
 Number of valid hosts per subnet=(2^H)-2=(2^3)-
2=6
For the first subnet,10.130.240.0
First host,10.130.240.1
Last host,10.130.240.6
subnet broadcast address (on all host field ),
10.130.240.00000111=10.130.240.7
Practice
Given,10.130.240.0/24,subnet using 255.255.255.252(or /30 )
and find
 number of subnets
 gap b/n consecutive subnet
 number of valid hosts per subnet
 first subnet
1.first host
2.last host
3.subnet broadcast
Wild Mask
 Wild mask is a type of mask that used in different situation.
 In access list, ospf configuration etc…
e.g. 1) subnet mask= 255.255.255.0
wild mask = 0.0.0.255
2) subnet mask= 255.255.255.252
wild mask = 0.0.0.3

The calculation is easy:

255.255.255.255
(-) subnet mask
---------------------------

Wild mask
TROUBLESHOOTING PROCEDURE

For Regional, Zonal and Wereda ICT

 PROCEDURE SHOULD BE FOLLOWED BEFORE
CALLING 994 OR ESCALATE THE ISSUE

 Check the power of CPE (customer premise equipment) (router,

EPON, modem etc.) ON or OFF by inspection.
 Check the ADSL LED(light emitting diode) status by inspection.
 Check the physical connection (cable) between PC and CPE.
 Check the reachability between PC and router (CPE) using ping
command.
 If it is reachable, ping the Head office IP.
 To test the subscribed speed, use www.speedtest.net , make sure
only test PC connect to router.
PHYSICAL INSPECTION OF ZTE MODEM AND XPON

1.Check modem LEDs status

2.Check host (computer) IP configuration
3.From host machine test IP connectivity to,
LAN default gateway
WAN IP
WAN default gateway
Server IP for VPN
 CHECK MODEM LEDS

 ADSL Modem

Normal working condition:

zte modem ZXDSL 831CII: power and dsl , steady green
internet and Lan indicator, blinking green
Abnormal conditions:
power indicator off: check power availability and weather power cable plugged to the
modem correctly.
Dsl LED off: restart the modem and if the problem persist better to register the fault to
Ethio telecom call center using 994.
 Check xPON modem LEDs

xPON modem: Normal working zte epon modem pon LED, steady green
Abnormal condition Pon indicator, off restart the modem and if the
problem persist better to register the fault to Ethio telecom call center
using 994.
 EPON Indicator and explanation

POWER LED:
 No light: No power is supplied to the ONT.
Check the power supply and ensure that the power adapter is secured.
 Green (Stable): Connected to a power supply
 Green (Blinking): Rebooting/restarting in progress.
If it is blinking for more than a minute, call 994 for assistance.
PON:
 No light: Fiber connection cannot be established.
Call 994 for assistance.
 Green (Stable): Fiber connection is established.
 Green (Blinking): Fiber is connecting.
If it takes more than 1 min to stabilize, call 994 for assistance.
Alarm:
 No light: No hardware issues detected.
 Red: Potential hardware issue detected. Call 994 for assistance.
LOS:
 No light: No signal loss detected.
 Red: Loss of Signal. Call 994 for assistance.
 Host IP configuration

 On window pc, go to start and type cmd on search bar and the cmd
window will open, type ipconfig /all
 From the above ipconfig/all command, you can get the following
information.
PC IP Address 172.16.10.128

subnet Mask 255.255.0.0

LAN default gateway 172.16.10.129

DNS server primary 213.55.96.148 ; secondary 8.8.8.8

Physical address (MAC address) 98-40-BB-14-58-1D
Ping the CPE (default gateway) IP address
 Ping WAN, WAN default and HO server IP address from Host
machine (PC)

 Test connectivity to WAN IP

 Test connectivity to WAN default gateway

If connectivity not successful, There may be link ,access device outage or vlan
problem from ET side and better to register the fault to ET Call center 994.
 Test connectivity to Server IP

If connectivity not successful, There may routing problem on modem

or ET side and better to register the fault to ET Call center 994.
 Measuring Speed

 Type this url on web browser http://beta.speedtest.net/

Select Ethio Telecom speed test server
Then click go
 Measuring Result

 Download ,45.82Mbps upload speed 87.90 Mbps

Necessary parameters should be known by
customers before calling 994 or escalation.
 Access number.
 WAN IP address.
 LAN IP Address.
 Contact number during troubleshooting, it is
preferable IT person that around the site.
 Record the trouble ticket (TT) number after
register the fault.
 Follow the case until the TT is closed (the fault is
recovered) using the below escalation matrices.
CUSTOMER SERVICES DIVISION

Escalation Matrix Guide Line for MCIT

DISTRIBUTION OF ETHIO TELECOM CONTACTS WITH RESPECTIV
REGIONS

No Region Customer Service Contact

1 SNNP
2 Tigray
Yematawork Beyene
3 Amhara
Mob:0911510927
4 Somali Email:YemataWork.Beyene@ethihotelecom.et
5 Dire Dawa
6 Benishangul Gumuz
7 Harar
8 Oromia
9 Teferi Degefu
Gambella Mob: 0911502580
10Afar Email:Teferi.Degefu@ethihotelecom.et

11Addis Ababa & MCIT

 Escalation Matrix

Customer Service Division Escalation Guideline

Aftersales Services (Trouble Ticket (TT) follow up)

 TT Delays <=1 day Level I (Assigned Customer Service Management (CSM) Specialist)

 TT Delays >= 1 day <=2 days to Level I (Customer Service Management Supervisor)

 TT Delays >= 3 days <=4 days to Level II (Customer Service Management Manager)

 TT Delays >= 5 days <=6 days to Level III (Customer Service Division Back Office Officer)

 TT Delays >6 days to Level IV (Chief Customer Service Officer)

N.B The counting begins from the TT creation time.

Escalation Matrix
Customer Service Division Escalation Guideline

Level I Teferi Degefu (CSM Specialist)

CSM Yematawork Beyene (CSM Specialist)
Specialist

Level I Tsedale W/kiros(CSM Supervisor)

CSM Tel :0911504780
Supervisor Email: Tsedale.Woldekiros@ethihotelecom.et

Level II Medferiashwork Mekete (CSM Manager)

CSM Tel :0911211329
Manager Email: Medeferiashwork.Mekete@ethiotelecom.et

Esayas Gebreselassie (Customer Service Division

Level III Back Office A/Officer)
CS Officer Tel :0911209620
Email: Esayas.gebreselassie@ethihotelecom.et

Level IV Muez Yihdego (Chief Customer Service Officer)

Chief CS Tel :0911508757
Officer Email: muez.yihdego@ethihotelecom.et
SOLARWINDS MONITORING TOOLS

For Regional, Zonal and Wereda ICT

 How to use SolarWind monitoring tools
Copy Solar wind software on appropriate monitoring machine.

1. INSTAL SOFTTWARE (SolarWinds_Engineer's_Toolset_v9.2.exe).

2. Copy serial number from installation wizard.
3. After run Keygen.exe, Paste on the serial tab and click on Generate.
4. You will get the License Key. Copy the license key and pest on the installation wizard.
Network Discovery
Network Monitoring
Adding Nodes
Click on Add in order to monitor the remote IP
address