Fiber To The Home - FTTH - Troubleshooting - Article no. 5527

Introduction

• Fiber To The Homeor FTTH  is a revolutionary service offering all of our services over Fiber Optic Cables routed into the home. FTTH  service is delivered to customers through fiber by way of a device known as an Optical Network Terminal (ONT)
   
  • Special information for enTouch - troubleshooting FTTH in Merlinis currently unavailable. Exclude Merlin troubleshooting steps until further notice
     
• In some of these cases the fiber is routed into a locked case located in a closet in the unit itself. In others, our customer has physical access to the  Fiber Optic Cable and ONT
  

WE SHOULD NEVER ASK THE CUSTOMER TO PHYSICALLY MOVE THESE DEVICES

WE SHOULD NEVER ASK THE CUSTOMER TO UNPLUG THE FIBER, DOING SO FIXES NOTHING AND COULD CAUSE PHYSICAL HARM

FIBER OPTIC CABLES ARE EXTREMELY FRAGILE, A CUSTOMER SHOULD NEVER BE PROMPTED TO HANDLE THEM

EXCEPT IN CHICAGO WHERE THEY MUST BE RETURNED
 

• The ONT deviceitself can originate, from the Fiber, Cable Television, Telephone service, WiFi and Wired Internet Access
   
• ONT devices do not originate MoCA

Resolution Steps

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 Searching Merlin for GPON

  AlertImportant - In some Calix equipment configurations, the Diagnostics tool in BOLT queries MAC address which leads to an inaccurate result. Verify Merlin used the CXNK before proceedin

1. Please Note: Some enTouch TX customers will not appear in Merlin, and in these cases skip to the next ste
2. Open Merlinthrough link right of main page of SIMON 
3. Navigate to equipment pagein BOLT 
4. Copy entire CNXK #and paste it into Merlin Search
   

 Unique Properties in Merlin

• Merlinitself has special fields associated with FTTH Service, you will see below the level displays are simplified in comparison to our other Internet Services. Just as before, if you reset the router and red levels persist a trouble call is justified
  
  Please Note: Some enTouch TX customers will not appear in Merlin.
  

 Intermittent Connection and Slow Speeds Troubleshooting

• It is impossible for a single device to get a Gigabit using any of our technology All ONT devices have more then one port in an effort to give our customers an opportunity to get all of the speed out of their ONT
  
  This is done because each wired connection is limited to 850-870 meg at the very best by customers with the very best computers
  
  This is due to Ethernet overheadand is a universal problem across all providers
   
  1. Check for outages
     
  2. Power cycle the ONT

3. Please Note: Some enTouch TX customers will not appear in Merlin, and in these cases skip to the next step.
4. Access the ONT in Merlin
   
   • For a redmessage, levels or packet loss, reboot the ONT
      
     • If the resultsremain red after a reboot, place a Trouble Call (see below)
        
   • For ping time spikesover 250ms, place a Trouble Call (see below)
      
   • For packet lossof 3% or greater, place a Trouble Call (see below)
      
5. If the levels are normal, review History Tabin Merlin
    
   • If there are a large number of down statusesin recent history, place a Trouble Call (see below) 
   • If there are a few down statusesin recent history and the customer service looks fine now, place a Trouble Call (see below)
     
6. If everything in Merlin looks good, ask customer if they are experiencing the issue right now
   
   • If customer is notcurrently having a problem, have them call back the next time they have the issue 
7. If the the problem persistsor 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
    

 Unable to Browse

1. Check for outages
   
2. In Merlin, troubleshoot errors in red
   
3. Power cycle ONTand other applicable equipment
    
4. For wired connections:
   
   • Please Note: Some enTouch TX customers will not appear in Merlin, and in these cases skip to the next step.

• Check the Ethernetstatus in Merlin

5. For wireless connections:
   
   • Ensure customer is connected to their own router 
   • Have customer disconnect and use Forget this Network,then reconnect
     
     • All Wi-Fi equipment has some form of Forgetting a Network; most customers know how to do this on their device
       
   • If issue continuesand customer is using their own router, advise customer to contact router manufacturer
      
6. If the problem persists, click Create Work Order or Technical Casebutton on the Work Orders Tab in BOLT
   

Article ID: 31
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]

Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=31