Trouble Shooting Fiber

True or False . You should check for an outage prior to troubleshooting fiber internet.

• True

• False

It would consider it an outage if there is a ___ service type icon

If there is identified to be in an outage how you say it to the cx:

Answer explanation

1.Inform the customer that we are aware and are working on it

2. 2. Validate Contact Information

3. 3. If the customer is requesting more information in regards to the outage , transfer to TSO.

When you access the customer's account CXP will automatically run a

What will you do if the ONT is down?

How Can a customer reboot an ONT

• Hold the power button for 7 secs

• Unplug the router

• Unplug the ONT/PSU

If the Initial Network Test Result is RED indicating the ONT is down what do you do next?

• Reboot the router

• Create A Ticket

• Reboot the ONT

• Rerun the network test

If the Network Test is RED indication the ONT is down after you reboot the ONT what do you do next?

• Reboot the router

• Create a ticket

• Rerun the network test

• Reboot the ONT

If the network test result is UP what do you do next ?

• Create a ticket

• Rerun the Network Test

• Reboot the router

• Reboot the ONT

What are the steps to reboot the router ?

Answer explanation

1. 1. Expand Connectivity Check on the TSO Tab

2. 2. Advise the customer to unplug the router

3. 3. Click Bounce and Refresh Ports

4. 4. Plug the router back in

5. 5. If its working Yay! If service is still down warn transfer to TSO