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FAQ-ISP

Question 1: I am connected by fiber connection, but I am not getting proper service. What is happening with me here?


Answer: Please look at the lights of your BTL media converter (MC) and match with the below cases, which one conforms your MC’s status.

Case 1: Media Converter (MC)


If the status of MC’s lights is similar to case 1, then following points can be your problems

•    UTP cable is not connected properly to you PC/Switch/Router
•    Connector to you PC/Switch/Router can be damaged


Recommendation:

•    Please check your UTP cable to ensure the proper connection to your device/devices.
•    Please check the connector is fine or not.

Case 2: Media Converter (MC)



If the status of MC’s lights is similar to case 2, then following points can be your problem
•    Fiber cut can be the problem
    1. Can be patch code problem
    2. Fiber burning can be the problem

Recommendation:

•    If so, please let our support know for the solution.

Case 3: Media Converter (MC)


If the status of MC’s lights is similar to case 3, then following points can be your problems
•    Fiber can be bent somewhere


Recommendation:

•    Please try to do possible checking indoor and outdoor where cable is bundled as well as lying.

Case 4: Media Converter (MC)




If the status of MC’s lights is similar to case 4, then following points can be your problems
•    Power cable can be damaged
•    Power cable might not be properly plug in
•    Socket connected to the adapter can be out of order
•    Internal power problem can be the reason


Recommendation:

•    Please try to check the power cable/socket/adapter, if it is not workable than change is necessary.
•    Please check your internal power supply system concerning all the scope of plug ins.


Case 5: Media Converter (MC)



 

If the status of MC’s lights is similar to case 4, then following points can be your problem
•    MC can be hanged
•    Adapter might not be working properly


Recommendation:

•    Please restart the MC and check whether the problem is solved or not.
•    If the problem remains same please let our customer support know, and if you find something else than before then try to find other cases mentioned here to identify your problem.


Nota Bene:

**If any of the lights is blinking infrequently, then it might be the problem of low voltage of electricity.  
** If it is a frequent blinking means the data is passing with its own characteristics.




 

Internet Connectivity Based:


Question 2: What to do if Link is Down?

Answer:
o    Check the Device connectivity between yours & BTL.

o    Then re-connect the cable which is connected between yours & BTL’s device.
o    Reboot the device provided by BTL.
o    Reboot your internal devices (Switch, HUB, Router, Server etc.)
o    Still Problem? Please contact BTL Support Team.
 

Question 3: How to fix Packet loss/high latency?

Answer:
o    Ping on BTL gateway IP as most commonly the problem found on requested host. Pinging on ADN gateway IP, you can check the connectivity between yours & BTL.

o    Check your Bandwidth MRTG provided by BTL. (If utilization shows 80% up then you have Packet loss/High Latency)
o    Reboot the device provided by BTL.
o    If bandwidth utilization shows normal, then check you internal LAN. Packet loss/high Latency can be occurred due to broadcast problem of your LAN. In this case please take appropriate action to clean the virus from your network.
o    Still Problem? Please contact BTL Support Team.
 

Question 4: Why I can't use Proper Bandwidth?

Answer:
o    Restart your internal devices (Switch, HUB, Router, Server etc.).

o    If the problem remains, then connect a single PC with BTL network & test the bandwidth usage.
o    Still Problem? Please contact BTL Support Team.
 

Question 5: Why I am getting Slow Speed?

Answer:
o    Check others utilization status connected to your network. If other users are using maximum bandwidth, then you are getting slow speed. In this case, you will get proper bandwidth when other users reach to normal utilization.

o    Restart once your internal devices (Switch, HUB, Router, Server etc.).
o    Still Problem? Please contact BTL Support Team.

 


 Data Connectivity Based:

 

Question 6: What to do if Link is Down?


Answer:
o    Check the device connectivity between yours & BTL.
o    Then re-connect the cable which is connected between yours & BTL’s device.
o    Reboot the device provided by BTL.
o    Reboot your internal devices (Switch, HUB, Router, Server etc.
o    Still Problem? Please contact BTL Support Team

 

Question 7: How to fix Packet loss/high latency?

Answer:
o    Ping on BTL gateway IP.

o    Try to observe your data transaction. If data size is big then you will face packet loss/high Latency
o    Reboot the device provided by BTL.
o    Still Problem? Please contact BTL Support Team


Question 8: Why I can't use Proper Bandwidth?

Answer:
o    Restart your internal devices (Switch, HUB, Router, Server etc.).

o    Still Problem? Please contact BTL Support Team.

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