Troubleshooting Excitel Fiber Frequent Disconnection Issues
For Standalone ONU (1000 Rs.):
Check the status of LOS and PON LED on the ONU, check the sessions and Aprecomm. Check the sessions if there are disconnections at specific intervals of recent 4 hours (the minimum usage time should be less than 240 mins.)
Check Rx and Tx (Rx should be between -12 to -28 dBm, Tx should be positive and in the range of 0.5 to 4 dBm).
Check the temperature of ONU (Upto 65 degrees C).
If results are fine with the ONU, check the connectivity between the ONU and the router, the RJ45 connector should not be loose. Log in to the router page and check the connection mode and service name.
The connection mode selected should be “Connect Automatically/Continuous” and the service name should be “excitel”.
Ping default gateway, next IP after default gateway (1st Public IP), and attach the screenshot in the ticket.
If some issue is found out in the ping results, create a ticket for FD and tag it to PP.
If there is no issue, ask the user to connect with the direct wire if there is no issue with the router. Create dial-up and observe the session. If the connection works properly, ask the user to monitor the connection for 2-3 hours and suggest calling us back if the issue reoccurs.
If there is still some issue with the direct wire, ping NAS IP, Google’s IP, tracert google.com, and attach the screenshot in the ticket, tag to PP.
For ONU-N and ONU-AC:
Check the status of LOS and PON LED on the ONU, check the sessions and Aprecomm.
Check Rx and Tx (Rx should be between -12 to -28 dBm, Tx should be positive and in the range of 0.5 to 4 dBm).
Check the temperature of ONU (Upto 65 degrees C).
Confirm the distance between the user’s device and the ONU (should be within 5 meters).
Ping default gateway, next IP after default gateway (1st Public IP), NAS IP, Google’s IP, tracert google.com and attach the screenshot in the ticket.
If everything is OK, ask the user to observe the connection for 4 hours and suggest calling us back if the issue reoccurs else tag to PP.
NOTE:- If in case the Tx power or Rx power or both are unmanageable, CX agents don't need to restart/reboot the ONU.
In that case, agents can directly share the ticket ID with their respective TL so that the ticket can be tagged to the partner by mentioning the Optical power values ( Rx and Tx) on the ticket of that time.
Reason to following the same:-
By restarting the ONU, there would be no change in the Optical Power parameters but if temp levels aren't optimum, in that case, we can try by either Restarting or Resetting the device.
By restarting or resetting the device, the cache and memory of the ONU get released and that can manage down the temperature of the device.
Also, in temperature, agents need to probe about the ONU location where it is installed exactly.
Update Regarding DGR Regular Ticket Flow:
Effective Feb 20, all the DGR tickets (North and West) will be handled as per the mentioned SOP:
All the DGR regular tickets that are to be sent to the ground team/FE will be sent directly to the FE instead of via an Internal ticket.
2. CX (DGR/RCCT team) will assign the ticket to the Project team (Bin - Coordinator desk) after the first level of troubleshooting .
3. Coordinator desk will follow their troubleshooting and solve the ticket if the issue is resolved, else they will assign the ticket to the PNT team (Bin - PNT Field team).
4. The PNT ZTM will assign the same regular ticket to the aligned FE on the ground.
5. FE will visit and solve the ticket with the user's consent after proper education/troubleshooting and artifacts.
Note: There will be no internal tickets for FE alignment from Feb 20 onwards, the same regular DGR ticket will be forwarded to the concerned teams further.
For FD Issues:
In case the ticket status is PC and we have done attempts in the past calling the user for TS, SLA to be shared, once the TS is done and assigned to the respective team, is within 48 hours.
In case the ticket is in open state (either reopened or assigned to any other team)
The SLA to be shared with the user will be "as soon as possible
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