Fiber Speed Issue TS SOP wherein all the speed issues cases will be handled by the next-level escalation team (DGR team, SME, RCCT/Supervisor, SM).
Steps | Troubleshooting Steps for ONU-AC | On LAN | On Wifi | On mobile | If ONU not on Aprecom with Laptop | If ONU not on Aprecom without Laptop |
1 | Core network | Check if multiple complaints from same ERP | Check if multiple complaints from same ERP | Check if multiple complaints from same ERP | Check if multiple complaints from same ERP | Check if multiple complaints from same ERP |
2 | Do speed test | With LAN port 1 in ONU | On 5g compatible device | Speedtest App with Excitel regional server | From Speedtest | Speedtest App with Excitel regional server |
3 | Check optical power (Rx, Tx, Temperature) | In Aprecom | In Aprecom | In Aprecom | NA | NA |
4 | Make sure single device is connected | (Probing) Check in Aprecom | (Probing) Check in Aprecom | (Probing) Check in Aprecom | Probing | Probing |
5 | Check speed after changing channel (if required) | From Aprecom | From Aprecom | From Aprecom | Probing | Probing |
6 | Check the distance between ONU and customer’s device | (Probing) Check in Aprecom | (Probing) Check in Aprecom | (Probing) Check in Aprecom | Probing | Probing |
7 | Check live session and data usage | Procare | Procare | Procare | Procare | Procare |
8 | Device Compatibility | LAN Latching and CPU Performance | Wifi latching and CPU performance | NA | Wifi latching and CPU performance | NA |
(LAN Adapter) | (Wireless Adapter) | |||||
9 | Take remote access | Teamviewer/Anydesk | Teamviewer/Anydesk | NA | Teamviewer/Anydesk | NA |
10 | Security/ Firewall/ Antivirus, Browser (Check by changing browser or Incognito window) | - | - | NA | On Remote access | NA |
11 | VPN or not, Check for updates in Windows 11 | - | - | NA | On Remote access | NA |
12 | Check for device configuration if user has made nay changes or not | Probing | Probing | Probing | Probing | Probing |
13 | Ping results and update on ticket if there are loss in any IP | NA | NA | |||
14 | ONU Placement, Interference | Check for the location of the ONU, should be in open area and not behind walls (Or near Microwave, refrigerator, or Radio waves emitting device). ONU placement should be b/w 4-8 feet. | Check for the location of the ONU, should be in open area and not behind walls (Or near Microwave, refrigerator, or Radio waves emitting device). ONU placement should be b/w 4-8 feet. | Check for the location of the ONU, should be in open area and not behind walls (Or near Microwave, refrigerator, or Radio waves emitting device). ONU placement should be b/w 4-8 feet. | Check for the location of the ONU, should be in open area and not behind walls (Or near Microwave, refrigerator, or Radio waves emitting device). ONU placement should be b/w 4-8 feet. | Probing (Ask the user if his router is placed between 4ft-8ft. |
Ticket Assignment:
Scenarios at CX-SME | Move ticket to | Step |
Subscriber adamant for FE only | Coordinator Desk (PSC1 Project team) | PSC-1(Project Team) will create an internal with the note of latest situation + latest optical power to PNT for FE alignment |
All t-shoot and network fluctuation checked but still facing issue | Coordinator Desk (PSC1 Project team) | PSC-1(Project Team) will create an internal with latest Troubleshoot+artifacts to PNT for FE alignment |
Optical power | Partner | CC-Agent/SME/DGR Team will assign regular ticket directly to Pending Partner |
ONU replacement: Wherein ONU is found to be faulty as per the troubleshooting. (LINK for ONU faulty Identification TS: ONU Faulty Identification and Troubleshooting ) | Partner | CC-Agent/SME/DGR Team will create a ticket for Device Change along with proper TS remarks and artifacts, and assign it to the partner. Coordinator team will follow up with the ERP to get the device replaced. |
System not available at subscriber end for troubleshoot | Coordinator Desk (PSC1 Project team) | PSC 1 project team will escalate these cases to partner after coordination instead of PNT |
Not able to troubleshoot due to non-tech/ senior citizen | Coordinator Desk (PSC1 Project team) | PSC 1 project team will escalate these cases to partner after coordination instead of PNT |
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.
Handling DGR Cases - North
For Speed 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
0 Comments