If a customer is reporting their service down, there are only a few possible causes.

1. Problem with customer device
2. Problem with customers router / bad Ethernet cable
3. ONT is not receiving power
4. Utopia Outage
5. Customer is shut off due to non payment.

First, make sure the account is not sent to delinquent. You can view active and delinquent subscribers here: Subscriber List

You will want to check two things, search for the customer and if it says “Suspended by ISP” as shown below they are most likely suspended.

We will next want to confirm their Vlan is set correctly and that the modem is online. To access the modem you will want to click on the Site ID for the customer you are working with and the portal should pop up. If it does not pop up have the customer check if the red alarm light lit up on the modem. If it is you will need to call the Utopia NOC directly and see what they advise to do.

The Intellipop Vlan should appear as U552 on GE1. If anything else appears there they will have issues and you will need to reach out to the Utopia NOC (801-613-3820)

Example of a suspended account, Vlan is set to 571

This is what the portal should look like when a customer is active

If the account is paid up, active, and the modem is online with correct Vlan we will want to make sure there is a device plugged into GE1 and associating at 1Gbps. You can verify this by checking the link speed on GE1 as shown above.

After verifying all the above information, you will most likely want to have the customer reboot their router and only their router, Have them leave it unplugged for a full minute and make sure you see the link on GE1 drop. If the customer still has no service after reboot we would want to try bypass.

Have them plug a laptop directly into GE1 port on the modem and test their connection. If they have service the issue is with their router. If they still do not have a connection you will need to call the Utopia NOC and see if they can assist.