Support Problem and Solution Documentation

- Chapter1: The Devices you see everyday

- Chapter2: A network diagram of a local end user

- Chapter3: Client Communication and Ticketing tips

- Chapter4: Slow Internet

- Chapter5: No internet

- Chapter6: Vlan Issue and No internet while everything seems ok

- Chapter7: Disconnect

- Chapter8: Game Issues

- Chapter9: Facebook, Whatsapp and Imo issues

- Chapter10: New connectivity

- Chapter11: Procedure of Home support

- Chapter12: Wireless router configuration

The devices: Here is the definition of devices we see everyday.

 Host: End point devices like mobile, laptop, printer.

 Switch: A more intelligent network device that connects multiple devices on a LAN. We can
manage the ports, however hub is a simple network device that connects multiple devices on a
local area network. We can’t manage it I say it a dumb device.
 Router: It routes the data through multiple network.
 Olt: A central hub but to manage fiber optic network.
 ONU: It receives the olt optical signals and convert it to electric signal so we can use the
hosts. We use SC patch cord to connect it from core.
 MC: A networking device that seamlessly translates data signals between different types of
media, most commonly between copper-based Ethernet cables and fiber optic cables. Type is
copper to fiber, fiber to fiber and Managed and Unmanaged.
 SC and LC: Simply we use the SC to connect with the ONU and Mikrotik ports, LC is for
backbone links.
 UTP: Simply used to connect the wireless routers with ONU and hosts like desktop and
laptop.

A diagram to understand the local users connectivity –

Communication and Ticketing:

1. Greet the client, must know the name and address of the client then ask for the User ID.
The hear out the problem take time from the client if you can’t provide solution forward
it to Mr.Yeasir and Prached. I hope you will give proper solution after reading the
documentation.
2. Note down all the calls in Notepad or in Paper, then create ticket for all calls.
3. It’s easy to reduce the call if you give proper solution for every calls and then take
feedback from the close ticket users next day if he is having the same issues.
4. Modern days biggest thing is creating a bond with the client feel the client and try to
understand his problem as you are facing the problem it will help you to provide
solution faster.
5. Remember one thing always the possibility of having a issue from RCL end is 1% only.

Extra Tips:

 In the morning close all the session of Kaliganj, BBaria zone you just solve the
problem before they call you. Every week check all the Deco routers firmware in RCL
network take permission from them first before updating. I found 5 routers update
last week again you just gave solution before the client complained you.
 Problems and Solution

Slow Internet: The most complained problem from local end users no issues it’s easy if you
understand the network diagram. You just have to check from Mikrotik to User, olt to ONU and
ONU to wireless router and you will find the solution.

Client: I am getting slow internet for fast few days please check my internet connectivity.

You as a solution provider:

1. Check the mikrotik interface status and Traffic. Ask the user to speedtest from his
device.

Check the user usage and the package limit, if the user is using full bandwidth that is
creating a slow internet issue if not move to next step.
2. Check point to point connectivity if found loss inform the physical team, If icmp is off no
problem move to next step. FYI when you ping from mikrotik you are checking from
mikrotik->olt->onu->wireless router, so you have more things to check.
3. Now let’s check from olt -> onu rx power, find out the user port and check the rx power
also knows as dB. Maximum 25 is ok above that is not good for the transmission.
 Finding out a user from OLT –
1. Think simply it’s a intelligent hub who knows the device MAC addresses, so take
the router mac and search it into olt. Now if the user goes offline you won’t find
the port. We have ONU mac addresses in our zone group search with that info,
also a bonus is we configure all of our users in some zone through port just
search it simply with the user ID only in bhairab and lalbagh olt.

2. Billing server only contains router MAC not ONU mac as everyone is confuse with
the MAC.
 3. If you fail to find the ID from above instruction only go for this hard way call the
pop manager ask him from which PON user is connected from. Match the billing
server offline time with the inactive table time.

After checking the dB if it’s normal login to router remotely check the DNS ip and ping the
wireless devices from router diagnosis option see if there are any latency issues inform the
client. In this you will find out the issue of the slow internet.

No Internet
There are three major problem the user goes offline.

 Router LAN cable issue

 Physical cable down issue
 Router reset
 Session issue
 ONU or Router power is down
 Vlan issues after package change
 ONU and Router status is ok but still no internet
 ID is expired due to payment issues

1. First thing to is to check the ID from billing server to make sure it’s not expired.
2. Second thing to do check the mikrotik log If you found any.
- If the cable is disconnecting log says peer is not responding
- If the router is reset it will say Authentication failed but when a user is expired from
billing server it shows the same log so make sure to check the user from the radius
server.
3. Check the ONU status from OLT by finding out the user from OLT methods are already
discussed. If it’s wire-down the link is physically down.
4. You can check from your end you don’t have to ask user to told the device status, even
you have to when a ONU is physically down it shows red signal in middle loss option.
When it’s a media converter there will 4 lights when link is down. ONU lan light off
means LAN cable issue which is connected to router. MC will indicate 5 lights.

Vlan and ONU is ok problem:

 1. When we change a package only for the 525 TK users. Before changing the package find
out the user port number from OLT then configured the vlan for the port.
2. Sometimes we found the user all devices ok one is when you disconnect the session the
PPPOE user reconnects with the server and problem gets solve.
3. Another one is the ONU pon light blinks for several times that’s because the PON is full.

Disconnect Issues

1. Check everyday from our office portal which zone ID’s are getting disconnected first.
2. Check from connection status portal of RCL what is causing the issue.
3. Check the traffic report from billing server.
4. Check mikrotik log
5. Check if the ONU is getting disconnected if yes then check the last reason.

Website issue
1. Check the router DNS if ok, then try to take the traceroute report from client end and
test it in our network add the both traceroute report in Ticket assign it to NOC
department. Also, test it from mobile data network sometimes the website goes down
make sure to confirm it. Mostly the problem is due to routing issue or we just change
the NAT ip because that IP get’s block by that web server.

Game and Social media like whatsapp and youtube issue

1. Firstly In our all zone we have a pptp connect the vpn to your phone and play the game
then check if you found any issues report it. While playing it extract the IP by torching
from mikrotik.
2. For whatsapp, imo and facebook issue make sure all of the app is updated. Again
connect the pptp check by using the apps try it from support network too extract the ip
track down from both network in which route the cache is flowing.
3. Make sure it’s going through our cache server ip.

New Connectivity
1. Must survey the new connectivity area first, what kind of range the user need and how
well you can install the connectivity. If users current router is not suitable approach
client for a router which will provide him proper service.
2. On installation day must take registration form, a onu, a sc splitter a laptop and two long
LAN cable.
3. After configuring router first check P2P, dB status and Google DNS status from client end
with LAN cable connected in the laptop. Take report of the speedtest then check several
 corners of the house in wireless monitor the speed. If found any issue through wireless
inform client because it’s from the router.
4. After showing client every report tell him our payment method after coming back one
day later take a feedback from the client.
Client Home Support
1. Read out the slow and no internet chapters you will check the same things from
both office end and client end.

Wireless Router Configuration

1. All the routers configuration is same if you understand it. Some router requires app
which makes it more easier to configure.
2. Reset the router connect with the SSID if you don’t know the ip, go to wifi info find out
the network ip enter through the gateway.
3. First establish the internet you can do it from network option.
4. Then input the wireless name and password.
5. Give a new admin password and enable remote access with a port.
6. After configure check the speed and all mentioned above.

MAC clear:

1. When a user connects a new router to his network his old router MAC is binded for
security purpose. So, after clearing the MAC and a proper setup user get’s online.

In the end practice makes everything perfect. Practice more and try to understand the problem
with a simple thinking don’t make it more complex.

Thanks for reading if you don’t understand anything feel free to ask any questions.