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No Internet


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Ask about the device ONU/MC -Add Task

No Internet No Light


ONU -Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Ask to check power cable plugged in/not -Power button of ONU is on/off -Power Adapter/Adapter slot is okay/not -Change adapter/ONU by sending...

No Internet No PON + LOSS Blinking


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check the patch chord is properly plugged in/not -Check any LOSS blinking on ONU -Check in OLT that ONU is Online/Offline -Ensure client about fiber...

No Internet No FX (Media Converter)


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check the patch chord is properly plugged in/not -Check Switchport Up/Down (Ensure PoP side MC is Okay) -Check MAC from Switchport -Ensure client...

No Internet No LAN/TX


ONU -Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check UTP of ONU to Router -Check Router is in power/Not -Add task MC -Check bandwidth consumption in Router -Check MAC in ARP -Check...

No Internet Laser High


ONU -Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check in OLT -If laser is more than -27dBm assign a fiber team to reduce the laser -Add task MC -Check bandwidth consumption in...

No Internet Device Faulty


ONU (No PON + No LOSS) -Add Task to Change device MC (No FX + No TX) -Add task to Change device

No Internet Router Reset


-Check bandwidth consumption in Router -Check MAC in ARP -If router reset try to give remote support to configure the router or assign support engineer to visit client end and configure router -Add task

No Internet Router Faulty


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check Device Status -Check laser in OLT (if ONU) -Try to check point to point connection remotely -Check the connection from router -If router...

No Internet VLAN Change


ONU -Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check VLAN from IP Plan -Check VLAN in OLT Interface -If ONU reset then re-configure the ONU -If VLAN mismatch then allocate right...

Slow Internet Full Bandwidth Consumption


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -If full Bandwidth consume then convince client that he is consuming full bandwidth and his other request cannot get processed that’s why he is facing slow...

Slow Internet Ping Drop


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check Load Ping from ARP -If there is ping drop then check laser or take initiative to change the UTP/Device -Try to give point to point remote...

Slow Internet High Laser


ONU -Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check in OLT -If laser is more than -27dBm assign a fiber team to reduce the laser -Add task MC -Check bandwidth consumption in...

Slow Internet Router Faulty


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check Device Status -Check laser in OLT (if ONU) -Try to check point to point connection remotely -Check the connection from router -If router...

Slow Internet Router Frequency problem


-Check bandwidth consumption in Router -Check MAC in ARP -Check ping from ARP -Check Device Status -Check laser in OLT (if ONU) -Try to check point to point connection remotely -Check the connection from router -If Frequency...

Slow Internet Restart Device


-If bandwidth is capped politely request client to turn off the ONU/MC and router for 10 seconds and turn on it (this is the last solution not first)

Data Connectivity


-Check port from switch -Check MAC against port -If switchport down send someone to up the port -If Switchport is Up but not getting MAC, ensure fiber is up and also ensure client ends device is in power -If everything is okay but not...


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