Summary of common troubleshooting methods for network broadband

1. FTTH troubleshooting steps

Step 1: Check the status of the "Power" light on the ONT (optical modem).

• If it is off, it means the power supply is abnormal. You need to check whether the power connection and the power adapter are working properly.
• Steady on, indicating the power supply is normal, go to the second step.

Step 2: Check the status of the "LOS" light on the ONT (optical modem).

• Off, indicating the signal is normal and proceed to the third step.
• If it flashes, it means the optical modem cannot receive the signal or the sensitivity is lower than normal. Go to step 5.

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Step 3: Check the status of the “PON” or “LINK” light on the ONT (optical modem).

• If it is always on, it means that the ONT (optical modem) has received the signal from the OLT. Go to step 4.
• Flashing: It means that the optical power received by the ONT (optical modem) is lower than or higher than the optical receiving sensitivity. The ONT (optical modem) cannot be registered. Go to step 5.
• If it is off, it means that the ONT (optical modem) cannot receive the signal from the OLT. Go to step 5.

Step 4: Check the status of the "LAN" light on the ONT (optical modem).

• If the light flashes, it means the optical modem is connected to the computer or user router normally. Go to step 6.
• Off, indicating that the optical modem and the computer or the user's router or switch are abnormally connected. Check the following steps: ① Is the user's network card disabled? ② Use a network cable tester to check whether the network cable is normal? ③ Replace the optical modem LAN port or other ports of the router or switch to test whether they are normal. The final judgment is that the problem is with the optical modem, router, switch, or user's computer.

Step 5: Check the light attenuation.

(1) Check the optical power received by the optical modem.

Two methods: ① You can log in to the optical modem to check;

② Check with a PON optical power meter, unplug the ONT (optical modem) "PON" pigtail and connect it to the optical power meter (select a wavelength of 1490nm), and test whether the optical power is within the standard value of -8~-28dB (-28 is already at the edge value, it is recommended to be within -25).

(2) The received optical power is too small and the optical attenuation is too large. Check whether the optical cable from the user's home to the splitter box is bent less than 90 degrees or is damaged.

(3) Use the optical junction box in the user's building to test whether the received optical power of the splitter port is normal. If normal, use a red light pen to test whether the skin cable is connected. If it is connected, redo the ends of the skin cable at both ends. If not, re-pull the skin cable. If the received optical power is abnormal, test the other splitter port to confirm whether the splitter port is faulty. If the other splitter port is normal, replace the splitter port. If it is abnormal, test the total upstream port of the splitter.

(4) When the upstream optical attenuation of the secondary optical splitter is too large, it is necessary to check the secondary optical cross-connect box, the primary optical cross-connect box, and the PON port output of the OLT step by step to determine the fault point of the abnormal optical attenuation. The troubleshooting work requires the cooperation of two maintenance personnel to complete.

Step 6: Dial the user account.

(1) Disconnect the user router and directly connect the laptop to dial

Common dialing error codes:

①691 Possible reasons are:

• Account suspension: Check whether the mobile phone is in arrears at the same time, inform the user that the broadband is due and needs to go to the business hall to renew it.
• Wrong password: Please send 10086 to reset the broadband password
• Account binding verification error: If there is an error in the binding verification, call the backend staff to handle it.
• The account has been logged in at another place: This means that the user account has been used privately. Backend personnel need to clear the account offline in BAS before the user can dial back online.

②678 means the broadband connection is interrupted. You need to check whether the optical modem signal is normal. If it is normal, call the backend staff to check whether the optical modem data is normal.

③769 means the user's network card is disabled and needs to be re-enabled

2. FTTB troubleshooting steps

Step 1: Check the status of the ONU POWER indicator and the FE electrical port indicator

• The POWER light is always on, indicating that the power supply is normal.
• If the POWER light is off, it indicates a power failure. Check whether there is a power outage or power failure.
• If FE (right) is always on, it indicates a normal connection. If it is off, it indicates no connection, go to step 2.
• FE (left) flashes to indicate data transmission.

Step 2: Check the status of the POWER light and WAN light of the user's home connection device (such as a router).

• The POWER light is always on, indicating that the power supply is normal.
• If the POWER light is off, it indicates a power failure. Check whether there is a power outage or power failure.
• WAN light, if it is always on or flashing, it means the connection is normal.
• WAN light, if it is off, it means there is no signal, go to step 3

Step 3: Check whether the ONU port is damaged.

• Test port is broken. Method 1: Use the network cable and laptop to test whether the port can access the Internet normally. The FE indicator is off, the local connection of the computer is unavailable, and the Internet cannot be accessed. It is preliminarily determined that the port is broken. Method 2: Unbind the user account and change the ONU port for testing. If the test port is good, go to step 4.

Step 4: Check the network cable.

• Use a network cable tester to check whether the network cable is normal. If normal, go to step 5.
• If it is abnormal, redo the network cable.

Step 5: Test the device at the user's home

• Connect the network cable connected to the WAN port to the computer and dial up for a test. If the test is normal, it may be a problem with the user's home LAN or device, which is beyond the scope of handling.
• Connect the network cable connected to the WAN port to the computer and dial up separately for test. If the test fails to dial up normally, go to step 6.

Step 6: Check account error information

691 Possible reasons are:

• Account suspension: Check whether the mobile phone is in arrears at the same time, inform the user that the broadband is due and needs to go to the business hall to renew it.
• Wrong password: Please send 10086 to reset the broadband password
• Account binding verification error: If there is an error in the binding verification, call the backend staff to handle it.
• The account has been logged in at another location: This means that the user account has been used privately by someone else. Backend personnel are required to clear the account offline in BAS before the user can dial back online.

3. Slow network speed troubleshooting steps

Step 1: Understand the specific situation of the user's slow Internet speed.

Common categories of slow user network speeds include:

• The whole application is slow.
• A specific web page, online banking, WeChat or video website opens very slowly or cannot be accessed, but other applications have no problems.
• Using WIFI is slow.
• A game application is slow.

Step 2: Classify and handle according to the situation reported.

(1) The overall application is slow

① Use a speed test website to test the speed, Ping to test whether DNS has packet loss, and the delay should be less than 50ms. If the speed test is not good, check the line.

• FTTH solution: You need to test whether the optical modem's receiving light power is normal.
• FTTB processing method: You need to check the received optical power of the ONU, the adaptation of the user's router or network card, and whether there are CRC error packets.

② Restart the user's router, switch and other devices and then perform the first step of the test.

③ If the entire community has concentrated reports of slow network speed, the local customer service room needs to check whether the OLT upstream bandwidth is congested and the upstream template speed limit of the ONU.

(2) A specific web page, online banking, web WeChat, or video website opens very slowly or cannot be accessed, but other applications have no problems.

Solution: Open the web page to check if it is really slow, use HTTPWATCH software to capture packets to see which web page element has problems. Save the packet capture results and send them to the customer service desk.

(3) The WIFI connection is slow.

Solution: Check whether the user's wireless channel is interfered and the strength of the WIFI signal. Download a "WIFI Analyzer" APP on your mobile phone to detect the strength of the WIFI signal and channel, and guide the user to set the correct WIFI channel. If the WIFI signal is not lower than -70dbm, the Internet quality will be better. It is better to choose a WIFI channel with less interference.

(4) A certain game application is slow,

Processing method: If it is a web game, you can capture packets through HTTPWATCH or IP radar. Problems that cannot be handled on site and the capture results will be fed back to the customer response fault desk, which will then transfer the fault to the district Internet room for further tracking and processing.

4. User router troubleshooting steps

Step 1: Check the status of the power light.

• If it is always on, it means the power supply is normal. Go to step 2
• If it is off, it means the power supply is abnormal. Check whether there is a power outage or power failure.

Step 2: Check the status of the WAN light

• If it is always on, it means the signal is received. Go to step 3
• If it is off, it means there is no signal. Check whether there is a signal on the external line and whether the WAN port is damaged.

Step 3: Check the status of the LAN light

• Flashing means data is being transmitted. Go to step 4.
• Off means no data is being transmitted. Check whether the network cable or the port on the peer device is closed.

Step 4: Basic configuration process of router:

(1) Setup Wizard - Select PPPOE Internet access method.

(2) Enter your broadband account and password.

(3) Set the wireless SSI (name of the wireless signal) and the WPA (password of wireless encryption).

(4) Enable DHCP on the intranet to automatically obtain the intranet address.

(5) After the configuration is complete, you can see the dial-up information:

Step 5: Notes on wireless settings

• If there is only one wireless router at home without AP or multiple wireless routers as relays, do not enable WDS in "Wireless Settings". Scan the channel with a mobile phone WIFI tester and then select a fixed idle channel. The signal of WIFI 2.4G frequency band will have better wall penetration effect. The signal of 5G frequency band has a faster rate, but the wall penetration effect is poor.