Fibernet – No Internet Connection

Onu Down (LinkLoss-DyingGasp-Offline)

i) Login to UNM and check modem status is down from our

end.
ii) Proceed with basic troubleshooting / check:
a) Request customer to reboot ONU

b) Request customer to check fiber patch cord (for any break / cable bend / damage) also make sure
For Fibrehome 4 port modem Blue to modem and green to FTP

c) Request customer to check FTP (fiber termination point). To ensure correct port is connected and
there is no lose connection

d) Request customer to perform factory reset on ONU/modem. Press the reset button for 15 - 20
seconds using a small object (paper clip). After releasing the reset button, the modem
will reset back to factory defaults

• If customer is using 4 ports modem (FH4Port Moden on Brouted configuration) check with
customer if there is any special configuration done on FH modem.

• If yes, advise customer that factory reset will clear all configuration back to default.

iii) If basic check works

a) Confirm that customer has internet connectivity

b) Proceed for ticket closure

iv) If basic check does not work

a) If red light still appears, proceed for onsite visit

b) Request customer for the full home address and contact person

c) Prepare onsite template and send it across to dispatcher for available onsite slot
Fibernet – No Internet Connection (Modem Online)

i) Customer calls in informs no internet connection.

ii) Proceed with basic troubleshooting (Reboot modem and router).

iii) Access 6connect IP configurations. To ensure port and IP configurations are correct. Confirm
OPTION 82 format FH-RES-JW02-0-5-15-952-0xx

iv) If OPTION 82 are correct but still no internet request for customer to test direct connection
from modem

a) Check on modem and router physical setup.

- Correct modem setup is ONT (ETH port 1(Bridge Mode) to router WAN port) > Router connected
properly (LAN from modem connected on WAN port)

-To be checked if customer is using any data points

-Verify customer’s setup from modem to end device (Example: Modem->Router->Switch->PC)

-Login to Router to confirm if router is able to capture IP address

-If Status shows Disconnected make sure router operational mode is accurate for Bridge & Brouted

-Re-plug/Replace LAN cable from modem to router

Fibernet – Slow Speed (Basics)

1st and a must question to customers slow speed via wifi or direct connection to modem

i) If customer calls to report speed above 750mbps via direct LAN connection to computer/laptop,
the speed is considering healthy. Range of healthy speed is between 750mbps to 1000mbps.

ii) Speed test website: Speedtest by Ookla (speedtest.net)

• Test server (Singapore) – Viewqwest Pte Ltd

iii) Slow Speed Through Wi-Fi

- Check for data points

- You may check router backhaul for Mesh wifi make sure the connection between Main router
and node is on 5Ghz only than customer will get a healthy speed

-For normal routers You may us RouteThis to identify what problems the current wifi setup
customer has

-Slow speed for wifi can usually be caused due to congestion. Congestion can be avoided by
changing wifi channels. ONLY Case to case basis this has to be done.

• 2.4Ghz – 1, 6 to 11

• 5Ghhz – 40, 44, 48, 149

-Customers end device does not support 1Gbps you can check at customer’s laptop/pc Ethernet
status

Always remember Wifi speed is Slower than Direct to modem. IF Customer gets 200-300 on direct
modem and wifi he’s able to get 500++ than its customers end device problem

-For 2Gbps Router Operational mode must be in AP mode and 1Gbps on Wireless router

-Hard reset and re-configure if customer agrees and there’s no port forwarding in router.
Fibernet – Intermittent(Basic)

i) Check ONU status, is it having OLT RX Power Error(Modem Blue) in UNM2000

ii) What to do for the type of error appear?

A) Reboot & Hard Reset Modem

B) Re-organize Patch Cord
C) Check ONT RX power – if it’s too high, please proceed onsite visit

iii) Check With customer intermittent is through Wifi or Direct

a) Do Direct Connection to modem and run ping test

vi) For Wifi Intermittent

-Check for Data Points

-Check Mesh Backhaul

-Always run speedtest beside main router and beside node to compare

-Interference between main router and node will always have drops at the location further away
from main router

-Make Sure Firmware is updated to the latest

-Check on main router and Node positioning

Please Use RouteThis to check on wifi signal interference