Customer with no connection
Symptom: the customer is completely without internet.
Quick diagnosis
Customer with no internet
Find the CPE in Cpehub
What's the status?
Optical signal OK?
NoPoor signal or LOSYesContinue diagnosis
Check WAN / PPPoE / service
Does PPPoE authenticate?
NoCheck credentials/service in the ERP and provisioningYesRun Diagnostics - ping outbound
Step by step
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Find the CPE. In the CPEs area, search by PPPoE, serial, or customer name.
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Look at the status (side card on the detail screen). It already points you in the right direction:
- LOS → Poor signal or LOS.
- No power → CPE with no power.
- Offline → CPE offline.
- Awaiting activation → the device was never activated; see Activate a CPE.
- Online → follow the steps below.
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Check the optical signal on the Optics tab. A poor signal even with an Online status explains slowness/drops. If it's poor, treat it as Poor signal or LOS.
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Check the WAN / PPPoE on the WAN tab. Confirm the PPPoE WAN is present and authenticating. If it doesn't authenticate:
- Check the PPPoE username/password and the service in the ERP.
- Confirm the customer's provisioning (VLAN/service port).
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Run a diagnostic on the Diagnostics tab: a ping to an external destination (e.g., 8.8.8.8) shows whether the CPE reaches the internet.
Most common causes
| Cause | How to identify it | How to solve it |
|---|---|---|
| Broken fiber / no signal | LOS status or very low signal | Technical visit; see Poor signal or LOS |
| Power outage at the customer | No power status | Wait for power to come back |
| Device never activated | Awaiting activation status | Activate a CPE |
| PPPoE not authenticating | WAN with no PPPoE session; credential error | Fix credentials/service in the ERP and re-provision |
| Frozen device | Online but no traffic | Restart the CPE |
When to escalate
- Poor optical signal/LOS that can't be resolved remotely → technical visit.
- Provisioning correct and still no connection → engineering/NOC.