You know how long it takes before the customer starts seeing the trouble? I think there very well could be an electrical issue that you can't even test for. Try replacing the iPSU (inside power supply unit) for the ONT if you haven't already, I know there was a recall on a shipment of the iPSU's that we used causing the whole system to reboot. I had another job similar to yours where I spent hours scratching my head and even my manager was stumped, I did absolutely everything I could. Finally it turned out to be some software setting that tech support had to change that I had no idea about. You may want to give tech support a call to check their systems, I tried it myself and they said everything checked out. Unfortunately everything obviously didn't check out at the time because it required another tier 2 rep to finally find an issue. May want to see how long you can go without having an issue with the service by turning certain devices and equipment off at the customers premise, like a treadmill for example, which I'm sure you're aware generally always causes trouble while its running.
Also I just remembered, since it sounds like you're using FTTP with an ONT and the entire service is having trouble. I don't know if you've had the outside line checked but I've seen a job that was FTTP and the signal strength of the fiber was too hot and needed an attenuator to create loss so it was within an acceptable range for the service to run.
Re: Any HPNA techs?
Member #: 80944
Registered: 3/5/2011
Posted:
9
Name:
Jarred
Company:
Black and Veatch
Occupation:
Fiber splicer
Location:
columbus, OH
Personal:
mid 30s
Experience:
~16 years
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