WEDNESDAY, 10/06/2021

MISSING NTD’s

1. Fixed wireless missing NTD

-2 equipment missing = provisioning team

-1 missing - raise a ticket in VOCUS
-regardless of the status of the order**

2. HFC & FTTC

-2-3 days for an update

-escalate to provisioning team regardless of the status
-Send a message to the provisioning team in MS teams

3. FTTP missing NTD

-provisioned - raise a ticket on VOCUS
-Other status – escalate to provisioning team

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Appointment Reschedule:

-Process on VOCUS using the order number

-Automatically send an email to the registered email on the customer’s account

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Authentication failed:

-Check if there is Sync – All lights on the NTDs are on

-Not hitting radius data
-Check the make and model of the modem

If in sync:
 Ask for a connected device and access GUI
 Delete possible internet service provider programmed in GUI
 Put the username and password that can be found in VOCUS
 Check Radius activity
o Passing – No problem with NBN
o Rejected by downstream proxy – IP address not the same as programmed – Clear the IP from the list -
go to radius data then choose NBN walled garden
 o Reconfigure the modem (if walled garden process is done)

Result is Empty

 Registration is done but there is still no result in radius – Do a factory reset

 If not yet done, Lodge a fault

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Hint if Modem is locked

- Auto configured on user name and password that is programmed

-

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How to lodge a fault

 VOCUS – log a fault – New service never work (for new users) - fill out the info being asked – Send ticket
(generated)
 L2 will be notified – copy the ticket number and go to CRM then assign a case to L2
o Go to cx account then click product and select the service that has issue > Cases and orders > New case
o Case title – NBN Fault > Case type – Fault Data > Internet fault type > Carrier ticket # (VOCUS) > Place
notes copied from the VOCUS template (Note)

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FTTP TROUBLESHOOTING:

-Check the lights of the NTD if it is turned on and synced

-Check the connection of the modem to the NTD (From WAN to the active UNI-D port)
-Check the activated UNI-D port on VOCUS
-Do a continuity test - (connect the other part of the LAN in the WAN port then the other end to any LAN port)
-Check the configuration if the setup is correct
-If configuration is all correct and the setup is fine, do isolation by connecting a computer (LAN) directly to the NTD and
reconfigure the computer in control panel through PPOE