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Reporting Guide

The document outlines steps to take for different types of network issues including TPG NOC outage, NBN outage, no sync FTTC issues, browsing issues, web tool issues, and Zoiper issues. Key steps include checking call drivers and weather, identifying NBN technology and common POI, checking NBN portal for INC/CRQ, and ensuring main groups are informed.

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Eduard Cama
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5 views

Reporting Guide

The document outlines steps to take for different types of network issues including TPG NOC outage, NBN outage, no sync FTTC issues, browsing issues, web tool issues, and Zoiper issues. Key steps include checking call drivers and weather, identifying NBN technology and common POI, checking NBN portal for INC/CRQ, and ensuring main groups are informed.

Uploaded by

Eduard Cama
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1. TPG NOC outage.

 Check call drivers http://125.254.36.38:3000/d/000000016/call-drivers?


orgId=1&refresh=5m&from=now%2Fd&to=now and look for the highest reported issue
based on exchange.
 Check weather conditions on the affected area.
 Identify the NBN technology and check if there is a common POI:
 For POI: Pull up the account in IAS ( csweb.tpg.com.au/ias ) then go to Service
Parameters

 Make sure to inform main GC's (Affected department, Real Time Management, Manila HOO
and WFM-RTM).

2. NBN outage.

 Check call drivers http://125.254.36.38:3000/d/000000016/call-drivers?


orgId=1&refresh=5m&from=now%2Fd&to=now and look for the highest reported issue
based on exchange.
 Identify the NBN technology and check if there is a common POI:
 For POI: Pull up the account in IAS (csweb.tpg.com.au/ias ) then go to Service
Parameters
 If there is a common POI go to
https://nbnportals.nbnco.net.au/online_customers/page/home
 Identify if its INC (Infrastructure restoration) or CRQ (Scheduled Maintenance)

 Make sure to inform main GC's (Affected department, Real Time Management, Manila HOO
and WFM-RTM).

Reference: INC000017909841
Issue: Unplanned Network Outage

Provisioning: NBN_HFC

POI : 2EDG

Exchange: EDGE

State: NSW

Impacted location: DOUBLE BAY,NSW 2028

Affected Customers: 50 Customers

Start Time / date: 24/11/2022 10:02 AEST

ETR: No ETR given

Description of outage:

NBN Network & Service Operations

24/11/2022 10:29 AEDT

The field technician is estimated to arrive to the impacted site by 24/11/2022 by 11:00

3. No sync FTTC issues.

 No outage will be reported for this NBN technology.


 Check for weather conditions on the affected area {Usually this happens when there is a
thunderstorm.)

 Make sure to inform main GC's (Affected department, Real Time Management, Manila HOO
and WFM-RTM).

4. Browsing issues

 Ask for TRACERT and PING result of TPG DNS or any website

 Make sure to inform main GC's (Affected department, Real Time Management, Manila HOO
and WFM-RTM).

5. Web based tools issues (Post Office issues, CSweb, TCC issues)

 Clear the cache in your current browser. Then try again


 If it’s still the same try using a different browser
 If issue persists report to ITNOC

6. Zoiper issue (Registration issue)


 Try voice.tcc.tpgtelecom.com.au or manila.tcc.tpgtelecom.com.au
 Reload zoiper.
 If issue persists make a report to Voice NOC

 Make sure to inform main GC's (Affected department, Real Time Management, Manila HOO
and WFM-RTM).

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