TroubleshootingNOCP2 · HighAdvancedACTIVE

Retail Troubleshoot Bertahap (Modem → OLT → Router/BRAS → RADIUS)

Pengecekan sistematis gangguan retail secara berurutan dari sisi pelanggan sampai autentikasi.

TS-NOC-001Reviewer: —

Owner

SUPER_ADMIN

Last Updated

20 Sep 2026

Version

v1.0

Est. Time

10-30 menit

Required AccessCRMOLTRouter/BRASRADIUSZabbix

TagsPPPoEONTOLTFiberRADIUS

Retail Troubleshoot Bertahap (Modem → OLT → Router/BRAS → RADIUS)

Urutan wajib pengecekan gangguan retail: 1) Modem/ONT → 2) OLT → 3) Router/BRAS → 4) RADIUS. Verifikasi satu hop sebelum lanjut ke hop berikutnya.

Prinsip

Jangan lolos ke hop berikutnya sebelum hop saat ini terbukti normal. Catat hasil tiap hop di tiket.

STEP

Cek sisi pelanggan (Modem/ONT)

1Minta laporan LED (PON/LOS/power)
2Power-cycle & verifikasi koneksi LAN/WiFi
3Cek status ONT dari OLT

STEP

Cek OLT & optical

1Ukur optical RX power
2Cek status port PON
3Cek CRC / counters upstream

STEP

Cek Router/BRAS (PPPoE, IP, VLAN)

1Cek PPPoE session pelanggan
2Cek VLAN terkonfigurasi di BRAS
3Cek IP pool & konflik

STEP

Cek RADIUS auth & accounting

1Baca log autentikasi pelanggan
2Verifikasi credential & paket layanan
3Cek pencil Akses-Accept/Reject

Hop	Indikator Normal	Jika Gagal
Modem/ONT	LED PON solid, ONLINE	Kunjungan teknisi
OLT/Optical	RX -8 s/d -27 dBm	OTDR & splice
BRAS	Session ACTIVE	Cek VLAN/IP pool
RADIUS	Access-Accept	Reset credential

Alur Retail Bertahap

Apakah ONT online?

YesCek session PPPoE

NoCek OLT & fiber

Apakah session ACTIVE?

YesCek bandwidth & billing

NoCek RADIUS & credential

Escalation

Customer Service

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

NOC

Cek OLT, PPPoE session, optical power
Troubleshoot jaringan akses

Network Engineer

Cek routing, backbone, BGP
Koordinasi peering / upstream

Vendor / Upstream

Penanganan issue eksternal

Version History

v1.0Publikasi awal13 Sep 2026

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