The complete Vumatel 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.
Check the Service Status using the VC Number and confirm whether its Activaed or Pending Activation on the Vuma Portal *** If it is activated proceed to Step 4. If it is on Pending Activation escalate the matter to your team leader for assistance ***
Confirm whether the correct lights are on, on the ONT box and whether they are all green. *** If the correct lights are not on, the ONT box might be faulty or the ethernet cable might be improperly connected or faulty
Provide the customer with the PPPoE Username and Password afterwards advise the customer not to click on anything yet.
Advise the customer to click on the PPPoE Dropdown / Connection Mode and promt them to select Dynamic IP then afterwards click on Apply
If it says Successfuly Obtained Dymanic IP confirm if the 3G/4G light on the router has changed from Red to Blue then ask the customer to browse the web to check if its working. If it says Failed to Obtain Dymanic IP proceed to Step 8
If it says Failed to Obtain Dymanic IP and you have established from the Vumatel Service Status that the ONT connection to the router is functioning properly, please scroll down to the Failure Management & Bypass section for bypass instructions.
Failure Management & Bypass Steps