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SOPNOCP2 · HighIntermediateACTIVE

Customer Internet Down

Procedure for handling customer internet down incidents.

SOP-NOC-003Reviewer: —

Owner

SUPER_ADMIN

Last Updated

20 Sep 2026

Version

v1.4

Est. Time

10-15 menit

Required AccessZabbixLibreNMSOLTRouterCRMRADIUS
TagsPPPoEONTOLTFiberCustomer

Customer Internet Down

Procedure for investigating and resolving customer internet connectivity outages.

Priority P2

Target response 30 menit. Escalate segera jika terdeteksi outage massal.

Purpose

Localize dan resolve gangguan koneksi internet pelanggan dengan langkah investigative yang terstruktur.

Symptoms

  • Customer cannot access Internet
  • PPPoE disconnected
  • ONT offline
  • LOS indicator active
  • High packet loss

Initial Check

STEP

Check ONT status

  1. 1Verifikasi customer status di CRM
  2. 2Cek status ONT via OLT
STEP

Check OLT port

  1. 1Cek power optical ONT
  2. 2Cek status port PON
STEP

Check PPPoE session

  1. 1Cek session pada BRAS/termination

Decision Tree

Customer Internet Down

Apakah ONT online?
YesCek PPPoE session
NoCek Fiber / OLT port
Apakah PPPoE session active?
YesCek routing / upstream
NoCek authentikasi / konfigurasi
Routing & upstream normal?
YesIinformasikan ke pelanggan & tutup ticket
NoEscalate L3 Network Engineer

Escalation

L1

Customer Service

  • Verifikasi identitas pelanggan
  • Cek status akun & pembayaran
  • Cek ONT / kabel basic
L2

NOC

  • Cek OLT, PPPoE session, optical power
  • Troubleshoot jaringan akses
L3

Network Engineer

  • Cek routing, backbone, BGP
  • Koordinasi peering / upstream
L4

Vendor / Upstream

  • Penanganan issue eksternal

Documentation

  • Catat timeline incident
  • Isi template laporan
  • Update status di ticketing

Version History

v1.2Updated OLT verification steps13 Sep 2026
v1.3Added packet loss troubleshooting13 Sep 2026
v1.4Updated escalation procedure13 Sep 2026

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