Power Light | PON Light | LOS Light | LAN | Action |
|---|---|---|---|---|
OFF | OFF | OFF | OFF | Change Device |
ON | OFF | OFF | OFF | Change Device |
ON | OFF | ON | OFF | Pending Partner |
Blinking | Blinking | OFF | Blinking / OFF | Change Device |
ON | ON | OFF | OFF | Reconnect LAN / Change LAN - still not working - PP |
ON | ON | OFF | ON | Customer End Issues ( either with router / mobile/laptop) |
Probing:
Scenario 1: LOS LED: RED
Problem Area: Fiber Connectivity
Step 1: Ask the status of LEDs on both the devices. Reboot ONU and the router, unplug and replug the LAN cable from the router.
Step 2: Attach the screenshot of status check tab on the ticket. Ask if any settings were changed or not. Confirm the status of the LEDs on both the devices.
Step 3: If LOS is still red, create a ticket for No Connectivity and tag it to PP.
Scenario 2: LOS LED: NA, PON: Green
Problem Area :
Ethernet Connectivity with Wifi Router
Wifi Router Dialer Settings
Wifi Router faulty
Step 1: Confirm the status of all the LEDs blinking on the ONU 1G ( Blinking or dead )
Step 2: Confirm the status of all the LEDs blinking on the customer’s router.
Step 3: Plug out & plug in the LAN cable between the ONU & Wifi Router. Unplug the internet/ethernet cable from the backside of the router. And reboot both the devices. Ask the status of LEDs on both the devices.
Step 4: Ask if settings were changed or not. Check configuration if there are any changes in the settings.
Step 5: Educate the user that there is no issue in connectivity from our end. Solve the NC ticket.
Scenario 3: PON: Green, LAN: OFF
If PON LED is GREEN, check the LAN LED on the ONU.
If LAN LED is not glowing on the ONU that means there is some issue with the connectivity between ONU and the router (as it is connected with the router with a LAN cable with the help of RJ45)
Create a ticket for NC and tag it to PP.
Note: Internal Process - Important Update:
CC agents need to do complete TS on Stand-alone devices.
1. The agent will check router configuration, if it is fine but the connection still does not work then the agent will ask the user to contact his router support.
2. Then the agent needs to check the connectivity on direct cable by creating a dial-up and tag the ticket to PP if it still does not work.
No tickets will be assigned to the supervisor team in case of stand-alone/1G ONU devices
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