FTTH NC Troubleshoot - Scenario Based

Mobile Master November 10, 2023

 Scenario: Without LED

  1. Check the QCM, and connection status. Ask the user, how is he using the connection? Whether connected through a router or direct cable (using through a router).

  2. Ask the user how many LEDs or lights are there on the router, how many LEDs are working.

  3. Switch off the router from the main power and keep it off for 10 to 15 seconds.

  4. Now switch it on from the mains, please ask the status of the LEDs and check the connectivity again if the LED status changes (WAN LED appears on the router).

  5. Remove the Excitel cable which is coming from outside, from the router WAN port, and check the LED status (if the LED status is changed).

  6. Refix the Excitel cable into the same (WAN) port. If the LED starts blinking, ask the user to check the connectivity.

  7. Confirm with the user if he had made any changes in the router settings. If the name appears different, need to re-configure the router.

If still, it doesn't work, need to tag the ticket as “PENDING PARTNER” under "NO CONNECTIVITY" and share the SLA of “Within 24 hours” with the user.

Scenario: With LED

  1. Check the QCM, and connection status. Ask the user, how is he using the connection? Whether connected through a router or direct cable (using through the router).

  2. Ask the user how many LEDs or lights are there on the router, how many LEDs are working.

  3. Switch off the router from the main power and keep it off for 10 to 15 seconds.

  4. Now switch it on from the main, please check the connectivity again if the LED status changes (WAN LED appears on the router).

  5. Remove the Excitel cable which is coming from outside, from the router WAN port and check the LED status (if the LED status is changed).

  6. Refix the Excitel cable into the same (WAN) port. If the LED starts blinking, ask the user to check the connectivity.

  7. Confirm with the user if he had made any changes in the router settings. If the name appears different, need to re-configure the router.

  8. If WAN LED is there and the connection is active too, create dial-up and check directly on the main Excitel cable, if it works, inform the user to coordinate with router support.

  9. If still, it doesn't work, need to tag the ticket as “PENDING PARTNER” under "NO CONNECTIVITY" and share the SLA of “Within 24 hours” with the user.

Scenario: Single LED

  1. Connected through the router or direct cable.

  2. How many LEDs are there on the router, there is only one LED on the router?

  3. Ask LED status, probe the user to know the status/color of the LED when the connection works.

  4. Switch off the router from the main power and keep it off for 10 to 15 seconds.

  5. Turn on the router and check the LED status. If the LED starts blinking (in the color which normally represents connectivity), ask the user to check the connectivity.

  6. Confirm with the user if he had made any changes in the router settings. If the name appears different, need to re-configure the router.

  7. If WAN LED is there and the connection is active too, create dial-up and check directly on the main Excitel cable, if it works, inform the user to coordinate with router support.

  8. If still, it doesn't work, need to tag the ticket as “PENDING PARTNER” under "NO CONNECTIVITY" and share the SLA of “Within 24 hours” with the user.

EXCEPTION: If it's an Mi Router, then there is an Internet light is at the backside of the router, which clears the internet light status.

Direct Wire:

  1. (Desktop icon) on taskbar showing red cross “X” or there is no icon at all?

  2. If there is a red cross “X” check with unplugging and re-plug the wire.

  3. Check if the Ethernet card is enabled or disabled? Ping 127.0.0.1 (LAN Card IP)

  4. If there is no network icon on the taskbar, it means the LAN card drivers are missing or the icon is hidden on the PC/Laptop. If the drivers are not available then ask the user to install it.

  5. Check if PPPOE dialer is available on PC/Laptop?

  6. If no, then create the dial-up or if it is already there, you need to delete and create a new dial-up

  7. If still, it doesn't work, need to tag the ticket as “PENDING PARTNER” under "NO CONNECTIVITY" and share the SLA of “Within 24 hours” with the user.

No Connectivity where status is showing "Active" but Customer's internet is not working

Scenario 1:

  1. Need to ask whether the customer is using through the router or direct cable

  2. Ask the customer if in a particular device the internet is not working or with every device, the problem is there

  3. If through the router and no device is working tell the customer to switch off the router from the main power and keep it off until the executive will tell to start

  4. After switching off the router need to disconnect the session from Procare and after disconnecting the session tell the customer to start the router

  5. Now if the status shows active tell the customer to check the connectivity

  6. But if the status shows inactive need to follow no connectivity basic troubleshooting

Scenario 2 :

If in a particular device internet is not working

  1. If on the mobile phone it is not working, tell the customer to restart the mobile and forget the current WiFi and reconnect with the Excitel WiFi again.

  2. If in a Laptop internet is not working need to follow bellow commands

    1. Windows + R----→CMD

    2. Write ipconfig /flushdns

    3. ipconfig /release

    4. ipconfig /renew

    5. Restart the laptop

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