Support

1. What should I do when a CPE shows up offline?

Start by checking whether it's an isolated case or whether other CPEs on the same OLT are also offline — this helps tell a problem on the customer's device apart from a network/OLT problem. See the full diagnosis in CPE offline.

2. How do I diagnose poor signal or LOS?

Poor signal and LOS (loss of optical signal) usually have physical causes in the fiber — dirty connectors, breaks, poorly calibrated splitters. See the diagnostic step-by-step in Poor signal / LOS.

3. Customer with no connection — where do I start?

The first step is identifying which layer the problem is in: CPE, optical signal, PPPoE, or something in the provider's network. See the diagnostic guide in Customer with no connection.