1st Line Pre Escalation Guide.
Written by Dean Babbage.

The point of the following is to ensure that all primary troubleshooting has been done before the call is escalated to 2ndline.
When the escalation is submitted specify all relevant technical details.


Dial-Up Networking Problems
===========================
- Has the DUN connection been checked/verified?

- Has the DUN connection been recreated? (One of the first and most important things to do with a Dial-Up issue)

- Have different access numbers been tryed? (Customers modem possibly may be incompatible with modem racks at our end, different numbers, 
  different racks)

- Has the port speed on the modem been lowered? (Winmodems may struggle to connect to Claranet, this will ease the strain of the 
  handshake/session with our modem racks)

- Have you tryed any modem strings? (atz, at&f)

- Has DUN been reinstalled? It should be reinstalled if needed, before it is escalated. (Not always needed, best way is to make a 
  new DUN connection)


  Web Browsing Problems
=========================
- Can the customer ping/traceroute to the webpage/host? (This proves that the machine is resolving DNS and also if a connection or 
  software issue with their browser)

-  Do they have a Proxy setup in their browser? This can cause problems browsing. (Tools>Internet Options>Connections)

- Can they telnet to the website on port 80 (HTTP)? (This proves they can open a connection to the website, therefore if successful 
  we conclude the problem to be with their web browser. e.g: telnet www.google.com 80, type 'quit' and you should get back a 
  listing of HTML if successful.)


E-Mail Problems
================
- Has the account been removed and replaced in their mail client? This fixes a lot of mail related problems especially with OE.

- Can the customer telnet to the mailserver on the relevant port? (110 for POP, 25 for SMTP, this is done to prove if a connection 
  issue or a software problem)

- Also ping maybe used to see if the customer can resolve the mailserver to an IP address. If this is not successful TCP/IP 
  should be checked and possibly reinstalled if needed.