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