Troubleshooting Intermittent Internet Connections Article no. 5313

Introduction

Non-GPON Symmetrical (formerly Wave G) in CA, OR and WA: Follow troubleshooting steps, except power cycle modem and access Merlin.

If a Non-GPON Symmetrical (formerly Wave G) customer experiences disconnections at regular intervals, ensure the ethernet cord is connected to the correct port on the router (WAN/Internet). If customer complains about frequent calls in on same problem followed by momentary resolution, consider scheduling a Trouble Call to address issue regardless of troubleshooting outcome. Note your Case Well, remember to quote charges.

Resolution Steps

Check for outages
Power cycle the modem
Make sure all cables/wires are firmly connected
Access the Modem in Merlin
- For a red message, levels or packet loss, reboot the modem
  - If the results remain red after a reboot, place a Trouble Call (see below)
- For ping time spikes over 250ms, place a Trouble Call (see below)
- For packet loss of 5% or greater (or red mark in Merlin), place a Trouble Call (see below)
If the levels are normal, review History Tab in Merlin
- If there are a large number of down statuses in recent history, place a Trouble Call (see below)
- If there are a few down statuses in recent history and the customer service looks fine now, place a Trouble Call (see below)
If everything in Merlin looks good, ask customer if they are experiencing the issue right now
- If customer is not currently having a problem, have them call back the next time they have the issue

If the the problem persists or customer still wants a service call:

Click Create Work Order or Technical Case button on the Work Orders Tab in BOLT

Fill out the information as described below and click Submit

Trouble Call or Tech Case	Trouble Call
Service Category	Data
Problem Description	EY - Intermittent Modem
Select	All Affected Equipment
Schedule	First available time that works for the customer