FAULTS

Faults

Broadband Faults

if there is fault issue = raise a complaint

how to diagnose

Plume (internet connection of devices connected to the bb) > samknows (speedtest, no and type of devices), outage communicator, 360 diagnostics (troubleshooting)

Plume

• performance of the bb with devices connected to it, connectivity of other devices

how to use

EQ - D high speed data > copy serial number of device > paste on plume

Nodes and Pods

• Wifi pods, excellent health if to be replaced or not

Devices

• connected devices to the broadband, excellent or optimal connectivity

• if Orange, threshhold 46 to 65 dBm

• if value is negative the router and wifi pod is too close to each other ask the customer to move the wifi pod further less than 46

• if value is negative the router and wifi pod is too far from each other ask the customer to move the wifi pod closer obstructed connection more than 65

Samknows

EQ - D high speed data > copy serial number of device > paste on samknows

• speedtest

• if user is too far or if router is too close to the floor

• see network disconnections

• see customer speedtest

****** if customer says connection is too slow allow the customer to restart their wifi ******

Outage communicator (usually for TV outage)

• whole area outage

• to see which service had an outage

Profile Management

• if customer get vm bb the customer is allowed to use 10 email addresses

• forget password for users, as long as dpa passed

Docsis landline

• connects to port

21cv

• landline connected to bb

EBUL

• Emergency hotlines

• backup for bb disconnections

• works w/out net

Ringer equivalence number (REN)

• vm allows 4 corded telepones

• cordless 1 - 1.5