The complete Openserve Troubleshooting guide
Check if the package is loaded on Clarity under Manage Viewing (if package is not there) - check it under Installments Plans and confirm whether the status is Pending or Approved
Check if the customers' router S/N is added, once confirmed ask the customer to reset the router before logging in to the routers interface
Once logged in to the routers' interface, set the PPPoE status from Automatic to Manual then povide the customer with the PPPoE Username & Password ***Reset the current one & save it
Prompt the customer to click on Connect / Apply if it says Connect or Apply. If it says Disconnect then click on Disconnect then Connect
If after the customer clicks on Connect / Apply and it still does not work, copy the B number and check the Service Assurance on Openserve
Once you are on the Service Assurance check the ONT Stats and confirm if the Port Status is Active and also confrim if the Port ID shows which port the ethernet cable is connected to
Once all checks have been completed and or you find a fault in the connection, then you will need to log a ticket with Openserve so that they can send a technician out to get the issue resolved
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Lorem ipsum dolor sit amet consectetur adipisicing elit. Odit nam ex adipisci quia aspernatur porro eaque facere veniam illo. Vel quibusdam expedita eum at beatae laboriosam, illum veniam consequuntur magni?
Lorem ipsum dolor sit amet consectetur adipisicing elit. Odit nam ex adipisci quia aspernatur porro eaque facere veniam illo. Vel quibusdam expedita eum at beatae laboriosam, illum veniam consequuntur magni?