Fiber Connectivity

The most common issue with fiber connectivity are new customers who have not ran the set up on their router. If the account was activated within the last 48 hours, verify that they have ran the setup on their router.

The customer's router should be plugged into the GE1 port. No other ports are active and any devices plugged in to any other ports will not receive a connection.

The next most common is resetting their router- Verify that the customer can see their home network.

-Check billing If a customer has been turned off for delinquency (there will be a ticket advising staff of shut off) we have to manually turn them back on after a payment has been made, or a promise of payment. Call the UTOPIA NOC (801)613-3820, Tell them your name and that you are with Intellipop. Give them the address ID, verify the customer name, and request that the customer be reinstated.

• Log into Utopia CRM and check the status of the modem. Make sure the modem is reachable and that their devices is connected and associated at 1000 Mbps. If you do not have access to the CRM, please message chat for a tech to check.
• If the modem is reachable and their service is not working, bypass the router with a laptop or ethernet and run a fast.com test
• If a bypass does not get the customer online, try a different cable.
• If the router is associating but the customer cannot get online, please verify they did not factory default their Router or turn the WiFi off.
• Only escalate a ticket if a bypass fails or no devices are arping - please message chat with any questions

-Name of person calling and callback #

-Details of issue

-Bypass results (if completed)

-Outcome of troubleshooting and call