MAC Validation Failed for Legacy Users:
The CC agent will check the radius log in the user's profile for the MAC address
Reset the MAC address from Procare as shown below:
Reboot the router once and check the radius log again for no error
Solve the ticket with resolution code - “MAC Reset” as the issue will be resolved
NAS Port Validation Error
The agent will check the Radius Log and if it shows NAS port validation failed error, the agent will:
Ask if the user has recently shifted his connection or not and the same information is to be mentioned in the ticket.
Tagging for Legacy:
Reason - No Connectivity
Title - NAS Port Validation Failed
Status - Open and assign to Supervisor team
SLA - Within 24 hours
Corrective Action for Supervisor: Supervisor to to hard-reset the device and then reconfigure.
Password Check Failed: This error occurs when the user is entering a wrong PPPoE password in the router/ONU page.
In this case the agent needs to configure the Router/ONU of the user.
The agent might need to share the new PPPOE password from ‘Password Manager’ on Procare.
Tagging For Legacy:
If the agent successfully configures the router/ONU, the ticket will be solved under the reason “Device configuration”.
In case the agent is not able to configure the “Router” even after resetting the PPPOE password, the agent will have to suggest user to contact Router support
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