sorting your customer’s - chorus · sorting your customer’s problems on the first call ......

Sorting your customer’s problems on the first call

Contents A key pain point for your customer is when their phone or broadband doesn't work.

How it is handled can make or break your customer experience and relationships. ... 3

1 BROADBAND DIAGNOSTICS & TROUBLESHOOTING ............ 3

Check authentication logs ................................................................................. 4

Check end user premises .................................................................................. 4

Check for outages ............................................................................................ 4

Check frequency .............................................................................................. 4

Check modem configuration .............................................................................. 4

Check number of users on connection ................................................................ 5

Check other websites ....................................................................................... 5

Check PC / device performance ......................................................................... 6

Check SPM ...................................................................................................... 7

Check time of day ............................................................................................ 7

Check the lights on the router ........................................................................... 7

Email Chorus ................................................................................................... 8

Isolation Test .................................................................................................. 8

Log a fault ...................................................................................................... 9

Perform speed tests ....................................................................................... 13

Rebuild port configuration ............................................................................... 13

Reset Port ..................................................................................................... 13

Restart modem / Power cycle .......................................................................... 13

2 NGA DIAGNOSTICS & TROUBLESHOOTING ....................... 14

The Assure process for NGA is similar to most other access services

such as EUBA or BUBA. .................................................................................. 14

Responsibility ................................................................................................ 14

NGA Diagnostic and Troubleshooting Matrix ...................................................... 14

Call the number / make a call out .................................................................... 15

Check authentication logs ............................................................................... 15

Check for call restrictions/diversions ................................................................ 15

Check frequency ............................................................................................ 15

Check network settings .................................................................................. 16

Check ONT lights ........................................................................................... 16

Check PC/device performance ......................................................................... 18

2 Sorting your customer’s problems | May 2017

Check RGW configuration................................................................................ 19

Check time of day .......................................................................................... 19

Connect via ethernet ...................................................................................... 19

Isolation Test ................................................................................................ 19

Log a fault .................................................................................................... 19


Restart RGW / Power cycle.............................................................................. 23

Try a different phone / computer ..................................................................... 23

3 UCLL DIAGNOSTIC & TROUBLESHOOTING........................ 23

Call the number / Make a call out .................................................................... 23

Check authentication logs ............................................................................... 23

Check backhaul throughput capacity ................................................................ 24

Check card.................................................................................................... 24

Check for call bars & restrictions ...................................................................... 24

Check for call diversions ................................................................................. 24

Check connect rate history .............................................................................. 24

Check end user premises ................................................................................ 24

Check frequency ............................................................................................ 24

Check modem configuration ............................................................................ 25

Check number of users on connection .............................................................. 25

Check other websites ..................................................................................... 25

Check PC / device performance ....................................................................... 25

Check time of day .......................................................................................... 25

Connect via ethernet ...................................................................................... 25

Isolation Test ................................................................................................ 25

Log a fault .................................................................................................... 25

Perform line test on your equipment ................................................................ 29


Raise noise margins on DSLAM ........................................................................ 30

Rebuild port configuration ............................................................................... 30

Reset Port ..................................................................................................... 31

Restart modem / Power cycle .......................................................................... 31

Try a different Jackpoint ................................................................................. 31

Try a different phone / computer ..................................................................... 31

4 TECHNICIAN SIGN OFF TEXT ........................................... 32


A KEY PAIN POINT FOR YOUR CUSTOMER IS WHEN THEIR PHONE OR

BROADBAND DOESN'T WORK. HOW IT IS HANDLED CAN MAKE OR BREAK

YOUR CUSTOMER EXPERIENCE AND RELATIONSHIPS.

We’ve come up with some guides to help you work out what might be causing the

problem. You may be able to sort it while they’re on the phone, and avoid an

unnecessary service technician visit.

1 Broadband Diagnostics &

Troubleshooting

The order is a suggestion only indicated by the numbers on the below table.

When troubleshooting, ensure you are connected to the router via Ethernet, not Wi-Fi

and ensure no other devices or users are using the connection at the same time.

We recommend you do all of the recommended checks prior to logging a fault.

We assume you have already:

Checked all cables are correctly plugged in and power turned on

Isolated the issue to broadband (e.g. not just an Email or Browser issue)

Checked for PC issues like Limited or no connectivity / Security software


CHECK AUTHENTICATION LOGS

Check username & password is correct from your end

If user has a static IP address. Check the assigned IP isn’t already in use

CHECK END USER PREMISES

Do they have a monitored or medical alarm?

Does the end user have more than 5 devices plugged into jacks?

Is there a splitter installed? (required for the two above scenarios)

Is there more than one line into the house?

Check all filters present and working

Check all cables plugged in and no extension cable being used

Try a different jack point – if a splitter is present, check correct jack point in use.

CHECK FOR OUTAGES

Check for Unplanned Event Notification from Chorus which advises of any outages.

CHECK FREQUENCY

How many times per day are disconnections occurring?

Are the issues intermittent?

Note: If under 10 disconnections over 24 hours, do not SSTR (self Service Truck Roll).

Log a fault for further investigation.

CHECK MODEM CONFIGURATION

Is the username and password correct?

Is the customer modem configured for PPPoA, PPPoE? Are they using a vpi/vci or vlan – is it correct?


Has the end user changed the configuration in any way?

CHECK NUMBER OF USERS ON CONNECTION

More end users on the connection at once will impact the performance of the connection.

CHECK OTHER WEBSITES

Ensure you are checking performance and connection to other websites on and offshore

to exclude site issues, international gateway issues or caching.

Check ‘Internet’ light is on.

Run a ping text.


Run a trace route.

CHECK PC / DEVICE PERFORMANCE

The customer’s equipment may require upgrades or maintenance and may be the

cause of the customer experience.

Disable the firewall and antivirus (don’t forget to re-enable it before ending your call

with the end user)

Close any other applications

Check the device is plugged in and switched on properly

Ensure the device is not causing the issue

Try a different Ethernet cable

Be sure to perform this test while the Isolation test is in place

Try the new phone in a different jack.


CHECK SPM

SPM

Issue Action

Low Connect

Rates

1. If PSTN on the line – run a SLT (Single Line Test) [link]

If the results reflect a good line – talk to the customer about it or log a

fault

If not got to step 2

2. Run an Extended Line Test (LQD) for 24 hours [link]

If under 10 disconnections over 24 hours, log a fault for further

investigation. Do not SSTR (self Service Truck Roll).

Disconnections 1. If PSTN on the line – run a SLT (Single Line Test) [link]

If the results reflect a good line – talk to the customer about it or log a

fault

If not got to step 2

2. Run an Extended Line Test (LQD) for 24 hours [link]

If under 10 disconnections over 24 hours, log a fault for further

investigation. Do not SSTR (self Service Truck Roll).

CHECK TIME OF DAY

Is the issue occurring only at peak times?

Is there an event which happens at that time of day causing interference?

CHECK THE LIGHTS ON THE ROUTER

Light Explanation

https://gateway.chorus.co.nz/


Power

Indicates electricity is reaching the router.

If there is no power light, check power cables are all connected properly and

switched on at the wall

Check the power cable is the one that came with the router

Synch / DSL

Indicates the signal is reaching the router.

If there is no Synch/DSL light, check DSL cable is connected properly to

router and jack/ filter

Internet / PPP

Indicates the connection is authenticated.

If there is no Internet / PPP light, continue your No PPP troubleshooting

LAN

Indicates the computer/device is physically connected to the router.

If there is no LAN light, check the Ethernet cable is connected between the

router and the computer/device

EMAIL CHORUS

Email all speed test results to [email protected] with the OFM Problem

Report number

ISOLATION TEST

Ensure other devices on site are not causing the issue

Product Actions

mailto:[email protected]


Voice Unplug all other devices from all jacks except one phone (preferably not

cordless).

Make sure you’re not using any extension cables or filters.

Broadband / VOIP Unplug all other devices from all jacks except the modem

Try another filter

Make sure you are connecting by Ethernet, not Wi-Fi

If this fixes the issue, re-plug in each device 1 at a time and test to see if one of the devices is

causing the issue.

LOG A FAULT

Log your fault against the ASID number in OFM

First – check that a Problem Report hasn’t been already logged for the same issue –

it may have been resolved OR may have useful notes as to the suspected issue

which you may not have done troubleshooting for.

Be sure to include in your ticket in the following order:

1. If the service is Naked – make this your first note in the free text field

2. A clear description of the fault, end users experience and symptoms

3. When it last worked (if ever) and when it stopped working – if this issues has

happened before & when

4. The impacted phone number & ASID

5. Test readings for any tests run: only send the results which are relevant to the

problem or fault

6. Troubleshooting you have done

7. If you want the technician to ‘Repair to CPE’ or ‘Repair to demarcation’ (REP2CPE

instructions will allow techs to repair a splitter)

8. The name of the person you spoke with

9. All services that should be across this line (e.g. voice, VDSL…)

10. Error rates: Re-synchs & dropped connections


11. If BUBA connection, provide the end users username and realm e.g.

[email protected]

Only enter up to 280 characters (including spaces) in your ticket free text with the

most important information first as only the first 480 characters are sent to the

technician which includes the mandatory fields you need to complete – see example

below for a detailed description of what is sent through.

Note: Do not hit ‘enter’ when writing your notes as this adds un-necessary

characters

When booking a time, be sure it is booked for the open hours of your team who look

after Broadband faults. E.g. if that team only works weekdays, book your Friday

problem reports for Monday instead of ASAP to avoid being charged for 2 truck

rolls as we may have to send our technician out twice.

Book a ‘Between Appointment’ if:

there is internal damage (e.g. jackpoint broken) to make sure access is available

broadband intermittent or slow, to make sure access available if required

the fault ticket follows a COCL (customer out card left)

uncertain where fault lies - more likely to be in inside and customer not easily

available

HR loop, oro, static or swishing noise - probably a jackpoint problem

The customer confirms access will be available. If the business closes at 5pm don’t

book an appointment that ends after 5pm. This is a negotiated timeframe

‘Between’ you and the customer.

Book an ASAP:

If initial troubleshooting indicates a network issue is more likely

If the customer is contactable and able to return to their home premises in under

an hour.

Note: The technician will fix an ASAP commit any time from the creation date and

time to the ASAP time. Will not necessary be fixed at the ASAP time.

Ensure the end user is aware that a Chorus Technician has been booked.


Do not log a SSTR (Self Service Truck Roll) for Speed issues and

No PPP as this cannot be fixed by a Chorus Technician

Once you have booked, try not to change the commit as the original appointment

can not be re-allocated and is lost.

Fault Ticket example:


Common abbreviations used by Chorus technicians which you can use in your Problem

Reports:

Abbreviation Meaning

NDT No dial tone

O/G Outgoing

I/C Incoming

CCCBC Can’t call, can’t be called

ORO One ring only

RNR Ring no reply

CPE Customer premise equipment. For example customer’s modem or phone

JP Jackpoint

DSL Broadband

REP2CPE The Service Provider authorises the technician to repair the fault if proved into

the house (i.e. the customer premise wiring but not the of course the CPE)

REP2DM The technician should check and test to the ETP / demarcation

point. The Service Provider does not authorise repairs in the premises (that

can change on site if the customer contacts their Service Provider)


PERFORM SPEED TESTS

Use your own speed test site, or use www.speedtest.net and ensure the test is being

run from the city closest to you.

Ensure your speed tests are run connecting to the modem via ethernet – not WiFi

Ensure no other applications are running during your speed test

Run peak and off peak tests e.g.

3 tests at 7pm (peak)

3 tests at 9am (off peak)

Ensure the results and times of day are noted in your fault ticket.

REBUILD PORT CONFIGURATION

Rebuild the port in SPM

SPM

RESET PORT

This is a DSLAM version of a modem restart

RESTART MODEM / POWER CYCLE

Be sure to turn the modem off / disconnect the modem for at least 30 seconds

This will cause the modem to try and resync

http://www.speedtest.net/

https://gateway.chorus.co.nz/


2 NGA Diagnostics & Troubleshooting

THE ASSURE PROCESS FOR NGA IS SIMILAR TO MOST OTHER ACCESS

SERVICES SUCH AS EUBA OR BUBA.

Please use checkmate when troubleshooting if available.

RESPONSIBILITY

It is your responsibility to prove the fault into the Chorus network (up to

the demarcation point). The demarcation is the ONT.

For NGA the Chorus demarcation includes the following which are “owned” by us:

External termination point (ETP)

Lead-in fibre

Optical Network Termination (ONT)

The following are your (the service provider's) responsibility:

Internal wiring (Premises Networking)

Residential Gateway (RGW)/Router

Uninterruptable power suppy (UPS)

NGA DIAGNOSTIC AND TROUBLESHOOTING MATRIX

All troubleshooting should be done with the end users device (PC/laptop etc)

connected directly to the RGW – not via WiFi. This will ensure WiFi connectivity is

not part of the problem.

The table below suggests the order of checks to complete. We recommend you do all

of the checks prior to logging a fault to avoid a No Fault Found truck roll.


CALL THE NUMBER / MAKE A CALL OUT

Check throughout troubleshooting to see if the issue has been resolved

Note in your fault ticket if your end user hears dial tone, static/hissing, engaged or

disconnected tones, silence, cross talk, voicemail or anything else unusual.


No PPP If PPPoE check username & password on the modem is correct from

your end

If DHCP check ASID & Port details are being translated across to your

network

Intermittent

Connectivity

Check how often the service is dropping

CHECK FOR CALL RESTRICTIONS/DIVERSIONS

These are common reasons for a customer unable to make a call.

Check the customer is still with your company.

CHECK FREQUENCY


Are the issues intermittent?


CHECK NETWORK SETTINGS

Check configuration in your network (SVID/CVID) matches the order setting in

Chorus ordering system (OO&T/Chorus Portal).

ATA Voice: Check SIP session registered from RGW or SIP server logs.

CHECK ONT LIGHTS

Function Light colour &

behaviour

Description

Power Off No power

Red Solid Operating from battery not mains power

Green Solid Operating from mains supply - normal

Green flashing ONT is starting up

Optical Off There is no active service on the line. If you have just

connected to our fibre network it could be a

provisioning problem - call your broadband provider

Red Solid There could be a problem with the equipment in

the exchange and all other connections will be

affected as well - call your broadband provider

Green Solid Your internet is connected correctly

Green Flashing You are using your connection

Alarm Off Everything is working fine


Red Solid The ONT has failed - call your broadband provider

Green Solid No alarm

LAN 1 Off No service provisioned or no connection detected - call

your broadband provider

Yellow Solid 1Gbps local network connection detected - normal

Yellow Flashing 1 Gbps local network connection in use - normal

Green Solid 100 Mbps local network connection detected - normal

Green Flashing 100 Mbps local network connection in use - normal

LAN 2-LAN 4 Off These will not light up unless there is a connection to

these ports then they will work as above. It is possible

to use more than one broadband provider and their

service will be delivered off one of these other ports

POTS Off No telephone line is provisioned or there is no

connection as all phones on the connection are hung up

Green Solid Phone is off the hook / Phone is in use

Green Flashing Phone has been off the hook for over an hour

Update Off Normal

Red Solid There has been a software download failure to

the ONT - call your broadband provider


Green Flashing An update to the software in the ONT is underway. Give

it 10 minutes or so and if there is still no service ring

your broadband provider

CHECK PC/DEVICE PERFORMANCE

Close any memory intensive applications, web browser tabs (Some end users may

have 100 tabs open in their browser on an old PC)

Disable the firewall and antivirus (don’t forget to re-enable it before ending your call

with the end user)

The end user's equipment may require upgrades or maintenance and may be the

cause of the customer experience

Latency/throughput: Check ping and tracert


CHECK RGW CONFIGURATION

If you are using VLAN tagging on your network - check for SVID 10 on

the WAN interface of the RGW.



Check ‘Internet’ light is on.

CHECK TIME OF DAY



CONNECT VIA ETHERNET

This will rule out or identify if the issue is with the WiFi.

ISOLATION TEST

Voice: Unplug the cable from POTS1 and plug the telephone directly into

this port on the ONT (see image below).

This eliminates the wiring as a potential issue.

Data: Unplug/disconnect all other devices from the RGW except the device being

used for testing.

This eliminates other devices from being the cause of/contributing to the issue.

LOG A FAULT


First – check that a Problem Report hasn’t been already logged for the same issue –

it may have been resolved OR may have useful notes as to the suspected issue

which you may not have done troubleshooting for.


1. A clear description of the fault, end user's experience and symptoms


happened before and when

3. The impacted phone number (if ATA voice) and ASID


problem or fault





8. If ATA Voice is on the line, and what plan the end user is on e.g. Evolve1

Only enter up to 404 characters (including spaces) in your ticket with the most

important information first as only the first 404 characters are sent to the technician

(an additional 76 characters is taken up by the fields you fill in) – see example

below for a detailed description of what is sent through.


after NGA faults. For example, if that team only works weekdays, book your Friday

problem reports for Monday instead of ASAP to avoid being charged for two truck

rolls as we may have to send our technician out twice.

Book a Between Appointment if:

there is internal damage (e.g. jackpoint equipment broken) to make sure

access is available

intermittent or slow, to make sure access available if required


uncertain where fault lies - more likely to be in inside and the end user is not

easily available


Only book a Between appointment for a time that the end user confirms

access will be available. If the business closes at 5pm don’t book an

appointment that ends after 5pm.

Book an ASAP:

If uncertain where fault lies – more likely to be in the network

If the end user is home all day or working nearby and contactable

Note: The technician will fix a “BY” commit any time from the creation date and time

to the “BY” time. Will not necessary be fixed at the “BY” time.

Ensure the end user is aware that a Chorus technician has been booked.

Do not log a fault for No PPP or Smartphone Services as these cannot be fixed by a

Chorus technician.

Common abbreviations used by Chorus technicians which you can use in your

Problem Reports:


NDT No dial tone

O/G Ongoing


I/C Incoming

CCCBC Can't call, can't be called

ORO One ring only

RNR Ring no reply

CPE Customer premise equipment e.g. the end user's modem or phone

JP Jackpoint

DSL Copper-based broadband

REP2CPE The service provider authorises the technician to repair the fault if proved into

the huse (ie the end user's premise wiring but not (of course) the CPE)

REP2DM The technician should check and test to the ETP/demarcation point.

The service provider does not authorise repairs in the premises (that can

change when the technician is on site if the end user contacts their service

provider).

PERFORM SPEED TESTS



Ensure your speed tests are run connecting to the modem via ethernet – not WiFi

Ensure no other applications are running during your speed test







RESTART RGW / POWER CYCLE

Be sure to turn the RGW off/disconnect the RGW for at least 30 seconds

This will cause the RGW to try and resync.

TRY A DIFFERENT PHONE / COMPUTER

Check the device is plugged in and switched on properly.

Ensure the device is not causing the issue.

Try a different Ethernet cable.

3 UCLL Diagnostic & Troubleshooting

When a fault is reported on a UCLL connection there are a number of options or

steps you can take to identify the cause of the problem.

The order is a suggestion only. We recommend you do all of the checks prior to

logging a fault.

CALL THE NUMBER / MAKE A CALL OUT

Check throughout troubleshooting to see if the issue has been resolved

Note in your fault ticket if you hear dial tone, static / hissing, engaged or

disconnected tones, silence, cross talk, voicemail or anything else unusual.


Check username & password on the modem is correct from your end.


CHECK BACKHAUL THROUGHPUT CAPACITY

You may be at capacity which is causing the issue.

CHECK CARD

Check if the same issue is occurring for other customers on the same card which

may indicate an issue with the card.

Check if any alarms are indicating card issues.

CHECK FOR CALL BARS & RESTRICTIONS

This is the most common reason for a customer unable to make a call.

Check the customer is still with your RSP!

CHECK FOR CALL DIVERSIONS

This is the most common reason for a customer unable to receive a call.

CHECK CONNECT RATE HISTORY

Is this how the line has always performed?

If not – this may indicate that something has changed recently.

CHECK END USER PREMISES

Do you have a monitored or medical alarm?

Does the end user have more than 5 devices plugged into jacks?

Is there a splitter installed? (required for the two above scenarios)

Is there more than one line into the house?

CHECK FREQUENCY


Are the issues intermittant?


Note: The Chorus guideline for this is 10 disconnections per day

CHECK MODEM CONFIGURATION



CHECK NUMBER OF USERS ON CONNECTION

More end users on the connection at once will impact the performance of the

connection.

CHECK OTHER WEBSITES

Ensure you are checking performance and connection to other websites on and

offshore to exclude site issues, international gateway issues or caching.

CHECK PC / DEVICE PERFORMANCE

The customers equipment may require upgrades or maintenance and may be the

cause of the customer experience.

Disable the firewall and antivirus (don’t forget to re-enable it before ending you call

with the end user).

Close any other applications.

CHECK TIME OF DAY



CONNECT VIA ETHERNET

This will rule out or identify if the issue is with the WiFi.

ISOLATION TEST

LOG A FAULT


First – check that a Problem Report hasn’t been already / previously logged for the

same issue – it may have been resolved OR may have useful notes as to the

suspected issue which you may not have done troubleshooting for.


1. A clear description of the fault, end users experience and symptoms


happened before & when

3. The impacted phone number & ASID


problem or fault





8. All services that should be across this line (e.g. voice, VDSL…)

9. Error rates: Re-synchs & dropped connections

Only enter up to 480 characters (including spaces) in your ticket with the most

important information first as only the first 480 characters are sent to the technician

– see example below for a detailed description of what is sent through.

Note: Do not hit ‘enter’ when writing your notes as this adds un-necessary

characters

When you log a UCLL fault, Chorus initiates a truck roll, so ensure you have

done as much troubleshooting as possible to avoid No Fault Found charges!


after UCLL faults. E.g. if that team only works weekdays, book your Friday problem

reports for Monday instead of ASAP to avoid being charged for 2 truck rolls as we

may have to send our technician out twice.

Book a Between Appointment if:

there is internal damage (e.g. jackpoint broken) to make sure access is available

broadband intermittent or slow, to make sure access available if required



uncertain where fault lies - more likely to be in inside and customer not easily

available

HR loop, oro, static or swishing noise - probably a jackpoint problem

Only book a Between appointment for a time that the customer confirms access

will be available. If the business closes at 5pm don’t book an appointment that

ends after 5pm.

Book an ASAP:

If uncertain where fault lies – more likely to be in the network

If customer home all day or working nearby and contactable

Note: The technician will fix a “BY” commit any time from the creation date and

time to the “BY” time. Will not necessary be fixed at the “BY” time.

Ensure the end user is aware that a Chorus Technician has been booked.

Do not log a fault for No PPP or Smartphone Services as these can not be fixed by a

Chorus Technician

Fault Ticket example:


Common abbreviations used by Chorus technicians which you can use in your Problem

Reports:


NDT No dial tone

O/G Outgoing

I/C Incoming


CCCBC Can’t call, can’t be called

ORO One ring only

RNR Ring no reply

CPE Customer premise equipment. For example customer’s modem or phone

JP Jackpoint

DSL Broadband

REP2CPE The Service Provider authorises the technician to repair the fault if proved into

the house (i.e. the customer premise wiring but not the of course the CPE)

REP2DM The technician should check and test to the ETP / demarcation

point. The Service Provider does not authorise repairs in the premises (that

can change on site if the customer contacts their Service Provider)

PERFORM LINE TEST ON YOUR EQUIPMENT

Specifically look for:

Low resistance which could indicate moisture and an insulation fault

Foreign DC Voltage indicating external DC voltage causing interference e.g. a

crossed line

Foreign AC voltage indicating external AC voltage causing an issue which could

also be a hazard

Enter all of these results in your fault ticket.

Possible Test Results:


PERFORM SPEED TESTS



Ensure your speed tests are run connecting to the modem via ethernet – not WiFi.

Ensure no other applications are running during your speed test.





RAISE NOISE MARGINS ON DSLAM

This will increase the virtual noise resulting in increased stability across the line.

Note: this will also decrease connection rates.

REBUILD PORT CONFIGURATION



Rebuild the port as a sanity check for any incorrect config.

RESET PORT

This is a DSLAM version of a modem restart.

RESTART MODEM / POWER CYCLE

Be sure to turn the modem off / disconnect the modem for at least 30 seconds.

This will cause the modem to try and resync.

TRY A DIFFERENT JACKPOINT

Ensure the jackpoint in use is not causing the issue.

Be sure to perform this test while the Isolation test is in place.

Are you using a dedicated broadband jack (e.g. Splitter Installed).

TRY A DIFFERENT PHONE / COMPUTER

Check the device is plugged in and switched on properly.

Ensure the device is not causing the issue.

Try a different Ethernet cable.

Be sure to perform this test while the Isolation test is in place.

Try the new phone is a different jack.


4 Technician Sign Off Text

Following are the common abbreviations used by Technicians in the sign off text of

problem records.

Abbreviation Meaning Additional Detail

ALT Alternate

BB Broadband

CBR Can't be reached

CC Critical Care or Can’t Call

CCT Circuit

COCL Customer Out Card Left

CPE Customer Premises Equipment

Dis Disconnect

ETP External Terminal Point Small white box attached to the outside of

the house

FF/FTF Face to Face

FRE Fault related event Cut cable or major outage affecting more

than 1 customer

FTTN Fibre To The Node


Fty Faulty

HR High Resistance Degrading contacts in the network

IDA Data Circuit

IDF Intermediate Distribution

Frame

In larger exchanges

Jmp Jumper

LM Line Module Connection point to electronics

LT Line Terminator Equipment in the jackpoint

LTOK Line Test Ok

MDF Main Distribution Frame Usually in an exchange building

NDT No Dial Tone

NEAX Telephone Exchange For plain old telephone service (POTS)

NFF No Fault Found

NTS National Test System For testing phone lines

NTU Network Termination Unit Digital modem for data circuits

NVF Network Verification Form Form to record network test results


049 Copper lead in to the house

from the plinth or pillar or

pit. Grease filled cable with 2

pairs.

PC Phone Call

POE Point of Entry Where the network enters the premises

POTS Plain old telephone service

PPP Point to Point Protocol Broadband virtual circuit

PVC Plastic Vinyl Coating Plastic cable sheath

p/w Password u/n ad p/w username and password

RMR Referred Maintenance Request The technician is unable to fix permanently

and refers

ROK Ring Ok

rprd Repaired

SSA Self Supporting Aerial Multi core cable on a pole

TF Temporary Fix Service is restored but more work is required

to make a permanent fix

TOK Test Ok


u/n Username u/n and p/w username and password

UTT Unable to Test

V1 Version of a system Could be V1, V2 or V3

sorting your customer’s - chorus · sorting your customer’s problems on the first call ......

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