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.
Find the symptom
Customer reports a problem
Completely without internet?
YesCustomer with no connectionNo, but poorContinue diagnostics
Optical signal OK?
No / LOSPoor signal or LOSYesContinue diagnostics
Slow or unstable WiFi?
or
New equipment won't activate?
Available scripts
| Symptom | Use when |
|---|---|
| Customer with no connection | The customer is completely without internet. |
| Poor signal or LOS | Weak or fluctuating optical signal, or LOS (loss of signal). |
| CPE doesn't show up / won't activate | Newly installed equipment doesn't activate / stays "Awaiting activation". |
| CPE offline or flapping | The CPE drops and comes back, or is offline without LOS. |
| Slow or unstable WiFi | Connection works, but the customer's WiFi is poor. |
| CPE with no power (Dying Gasp) | The CPE reports a power outage. |
| Wrong/outdated customer data | Name, address, or plan from the ERP don't match. |
| OLT disconnected from Cpehub | An entire OLT stopped communicating with Cpehub. |
| Events don't show up in real time | Drops/recoveries don't update automatically on the dashboard. |
For the support team
Each script ends with "When to escalate" — the point where the issue can no longer be resolved by support and becomes an engineering case or on-site visit.