How to use symptom-based support
This section is organized by the symptom the customer reports, not by system screen. The idea: the subscriber calls with a problem, you find the diagnostic script here, and resolve it.
Customer with no connection
Symptom: the customer is completely without internet.
Poor signal or LOS
Symptom: unstable, slow, dropping connection — or the CPE is in LOS (loss of optical signal).
CPE doesn't show up / won't activate
Symptom: the technician installed a new device, but it doesn't show up in Cpehub, or shows up but won't activate.
CPE offline or flapping
Symptom: the CPE is Offline (no LOS and no power alert), or keeps dropping and coming back.
Slow or unstable WiFi
Symptom: the customer has internet (the fiber connection is good), but the WiFi is slow, drops, or doesn't reach some rooms.
CPE with no power (Dying Gasp)
Symptom: the CPE shows up as No power.
Wrong or outdated customer data
Symptom: the customer's name, address, plan, or contact shows up wrong or blank on the CPE.
OLT disconnected from Cpehub
Symptom: an entire OLT stopped communicating — several of its CPEs stop updating, or the OLT's connectivity badges are red.
Events not appearing in real time
Symptom: customer drops and reconnects don't update on their own in Cpehub — they only show up when you sync manually.