Network fault finding & support
Find out why a customer's internet is slow or down and put it right. Speed issues are signed off with a speed test that reaches 70% of the package.
Overview
Most 'no internet' calls are one of four things: the ONT has no light (fibre fault), the line is suspended or unpaid, the router is unplugged or misconfigured, or Wi-Fi coverage is poor. Work from the outside in: the line on OPS Hub, then the ONT, the router, and the Wi-Fi. A speed job is finished when an OPS Work speed test at the property reaches at least 70% of the customer's package.
Jobs this covers
net_speed, net_troubleshoot, net_outage — certificate: Network support (recommended)
The equipment — what everything does
Customer line on OPS Hub
Shows the line state (up, degraded or down), billing, IP addresses and router settings.
In game: OPS Hub → OPS Network ISP → the line, or OPS Work → 'Line at this address'.
OPS Work speed test
Measures download, upload and ping at the property against the package speed.
In game: OPS Work → 'Line at this address' → Run a speed test, while standing inside.
ONT status
Light and service state of the fibre terminal.
In game: [E] at the ONT.
Tools & PPE
Engineer laptop & console cable
Configures routers, NVRs and servers, runs speed tests and opens OPS Hub.
Optical light meter / OTDR
Measures how much light arrives down a fibre, and where along it a break or bad splice is.
RJ45 crimper & cable tester
Fits RJ45 plugs onto CAT6 and proves all eight cores are connected in the right order.
Hi-vis vest & hard hat PPE
Makes you visible to traffic and protects your head from falling objects and low beams.
Standalone servers: tools are in your van (OPS Work → My van & tools). Items servers: collect them — and the job’s parts — at an OPS depot.
Step by step
In OPS Work → 'Line at this address' (or on OPS Hub), check the line state, billing and any outage in the area.
[E] at the ONT. If it's dark it's a fibre fault — raise it. If it's lit but has no service, the line needs provisioning.
Make sure the router is powered and the ONT → router cable is terminated at both ends. Re-crimp anything loose.
Weak signal in part of the building needs another access point (raise a Wi-Fi installation job).
Stand inside and run the speed test. It needs at least 70% of the package for a speed job.
Press Check on the job. Tell the customer what was wrong.
Health & safety
Electricity
Risk: Mains voltage can give a fatal shock and cause burns.
Control: Never open powered kit. Isolate and prove dead with a voltage tester before touching terminals.
Customer data & privacy
Risk: Router settings, passwords and camera footage are private.
Control: Only change what the job needs. Never share Wi-Fi passwords or footage, and log out of customer systems when you finish.
Trailing cables
Risk: Customers and staff trip over loose cable during the job.
Control: Route cable along walls, clip or trunk it, and never leave a run across a walkway.
In game you confirm these in a risk assessment before starting. Skipping them on risky work can cause a fall or a shock — and it’s logged as a safety incident.
When it’s not done correctly
Speed test run outside the property
It doesn't count — the test has to be near the line's address.
Speed test below 70% of the package
The speed check fails. Fix the cause (bad cable, too many devices, router placement) and test again.
Ignoring an area outage
You can't fix it on site. The outage is the network team's job, and you lose time and the SLA.
Suspended line for non-payment
The ONT is cut off on purpose. Nothing works until the customer pays; it isn't a fault.