No Connectivity: It is the issue that occurs when the user is not able to connect with the internet/services.
No Connectivity may occur due to:
Global/Local Issue in Area
Radius Log Errors (NAS Port/MAC Validation Failed Error, Password Check Failed Error)
Partner Network Issues (e.g. Rx/Tx Issue, Fiber Cut Issue)
Device Type: Standalone ONU - 1 Gig Only
Complaint Type: No Connectivity
Scenario 1: LOS LED: RED
Problem Area: Fiber Connectivity
Proactive Rectification :
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: Check the connectivity on the direct cable if PON and Internet LEDs are on, unplug the cable from the router and connect it directly with the laptop/system by creating a dial-up
Step 6: Raise a complaint if the connection does not work with the direct cable
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)
If Connection Status in Procare is inactive and the ONU device shows online as per the status check tab, check the settings of the user's router if there is some issue with the router (refer https://outline.excitel.in/doc/kb-device-configuration-qRuBlAttA6)
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.
Device Type : Integrated ONU & Wifi AC ( Dual Band )
Complaint Type: No Connectivity
Check the LED's status on ONU, check the radius log, QCM and sessions simultaneously.
Check the LOS LED on the Wi-Fi ONU, if it is blinking RED, it means there is some issue in the fiber.
Reboot the ONU, if LOS is still red, ask if there were any changes done in the settings, attach the screenshot of QCM in the ticket, and tag to PP.
If the PON LED is blinking green, Log into ONU's page, check ONU's configuration, it might have changed (ONU has been reset/has default name/Wifi's name is changed)
Make changes if required any, else assign the ticket to the Supervisor team.
Supervisor team to check the configuration, reset and reconfigure if required, and if the connection still does not work, the ticket will be tagged to PP
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