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SOPPROVISIONINGP2 · HighIntermediateACTIVE

Troubleshoot Instalasi / Service Down (Provisioning)

Pendalaman teknis saat instalasi gagal atau servis pelanggan down di segmen provisioning.

SOP-PROVISIONING-005Reviewer: —

Owner

SUPER_ADMIN

Last Updated

20 Sep 2026

Version

v1.0

Est. Time

30-60 menit

Required AccessCRMOLTRADIUSOTDR
TagsPPPoEONTOLTVLAN

SOP Troubleshoot Instalasi / Service Down (Provisioning)

Kerangka troubleshooting segmen provisioning: ONT tidak online, PPPoE gagal, atau VLAN/bandwidth tidak sesuai.

Prinsip

Urutkan pengecekan fisik → registrasi → autentikasi agar tidak menebak-nebak.

STEP

Isolasi layer

  1. 1Cek ONT online / optical di OLT
  2. 2Cek VLAN & profile service
  3. 3Cek autentikasi PPPoE/RADIUS
STEP

ONT offline / redaman

  1. 1Ukur optical RX power
  2. 2Periksa titik konektor & tekukan fiber
  3. 3Lakukan OTDR bila perlu
STEP

PPPoE gagal

  1. 1Cek credentials & RADIUS auth
  2. 2Cek VLAN terkonfigurasi di BRAS
  3. 3Cek IP pool & konflik
STEP

Verifikasi & serah terima

  1. 1Speed test sesuai paket
  2. 2Konfirmasi handover ke CS
  3. 3Update tiket & dokumentasi

Pendekatan Utama

Apakah ONT online?
YesCek PPPoE / VLAN
NoCek optical & fiber
Apakah PPPoE active?
YesCek bandwidth / speed
NoCek RADIUS & credentials

Checklist Troubleshoot Provisioning

0 / 5 selesai

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

Version History

v1.0Publikasi awal13 Sep 2026

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