ISP Connectivity Diagnostics

Step 1: Authentication Check

Agent Guidance

Check Authentication Status:

Check Splynx services tab for online status
Go to statistics tab → live bandwidth usage
Check last 48 hours of session logs
Look for:
- Frequent disconnects
- Short sessions
- Authentication errors
- Changing MAC addresses
- Reject IP assignments

Pro Tip: For session logs, expand all arrows for the last 48hrs before copying

Client is authenticated

How to get session info:

Go to Statistics tab
Find "View online session"
Copy all session information

Current Session Information:

Session Logs History (last 48 hours):

Step 2: IP and Account Status

Agent Guidance

Verify Account Status:

IP Assignment:
- Check if IP is in reject range
- Verify correct IP range assignment
Account Check:
- Check customer tab for blocked status
- Check billing tab for red blocked indicator
PPPoE Configuration:
- Verify no spaces in username/password
- Confirm service name is empty
- Check MTU is not custom set

Common Issues: Spaces in credentials, old credentials being used, incorrect router settings

IP address is not in reject range

Authentication credentials are correct

Account payment status verified

Step 3: FNO Line Status

Agent Guidance

Check Line Status:

Vumatel Active Ethernet:
- Use VX Admin portal
- Check port status and statistics
Vumatel GPON:
- Use GPON diagnostics portal
- Check ONT status and optical levels

Power Cycle Instructions for Client:

Switch off router
Switch off CPE
Wait 5 minutes minimum
Switch on CPE
Wait 1 minute
Switch on router

Remote Management: For Reyee routers, check the Reyee portal for remote management options

FNO Line Statistics:

Client has performed power cycle procedure

Step 4: Area Status

Agent Guidance

Area Impact Check:

Outage Verification:
- Check FNO portal for reported outages
- Look for area-wide notifications
Neighbor Check:
- Search Splynx for clients in same suburb
- Filter by same FNO

Advanced Check: Ask network team to verify VLAN traffic for the area if needed

SLA Reminder: First response within 15 minutes, updates every 3 hours

No FNO outages reported in the area Other clients in the area are online Unable to verify other clients in area

Note: If you cannot verify other clients in the area, please check the "Unable to verify" option and provide any additional context in the FNO statistics field.

ISP Internet Connectivity Diagnostics

Step 1: Authentication Check

Agent Guidance

Check Authentication Status:

Step 2: IP and Account Status

Agent Guidance

Verify Account Status:

Step 3: FNO Line Status

Agent Guidance

Check Line Status:

Step 4: Area Status

Agent Guidance

Area Impact Check: