MSG (Cable):
- Cable customers will have no information in the facilities in Ivue.
- This applies for both TCC and HAY.
- MSG HS – Cable Internet
- MSGTV, MSG523 etc.. – Cable TV
- CLEC/CABL – Telephone over the cable modem
- For MSG/Cable customers everything you will need will be in:
Ezlink NOMS – for Internet and Phone (https://noms.ezlink.ca:8001) - You can see their modem and all that when you look up the customer:
- If they have a phone there, you can scroll down and there should be an option to do a line test.
- Some customers also have two modems, one for their internet and one for their phone, you will see it listed on the far left there if they do. In this case, they do not.
- To do the line test, you click on Loop Diagnostics – line 1 and it will run a test as long as the modem is online, if it is not it will say that the cable modem is not registered.
GLDS/Broadhub – for TV and Packages:
GLDS will show you everything the customer has, their modem, STBs and also what packages they have.
- Once you open GLDS, click on the person in the top left.
- This allows you to search the customer by whatever you like, I usually use the last name or address.
- Once you get on their account, you will see all their information.
- Click on the
to see their equipment.
- CMD means Cable Modem, you likely will never have to do anything to the modem from GLDS, that is what Ezlink NOMs is for.
- CVT means STB.
- If you right click on any of the CVTs you will get the options for Refresh, force poll, install warm, install cold etc…
- If you click on the box at the top right of their page
- This will show their packages, so you can see what TV packages they have and also their internet package.
- 100Meg is 100/10 and they have a cable modem and router
- 100Meg with WiFi is just a modem with WiFi.
IPTV:
All IPTV boxes will be in Minerva.
You can look a customer up by first name, last name, account number etc in Minerva.
If you click edit on the bottom then you can see their information.
If you click on STB Device it will show every STB(s) they have.
This is where you can see the information on the STB(s)
To reboot them you will need to go into putty and choose IPTV STB Key – no VNC and hit Load then put the rest of the IP in there. and hit open.
To reboot, type reboot and then hit enter, the box may take up to 5 minutes to reboot.
*If a customer is having an issue with one box and they have multiple, it is always good to reboot all boxes*
If you click on Services on the main page, you will be able to scroll down and see all the packages they have on their account:
DSL Customers:
DSL Customers could have all kinds of different facilities, and they might all look different.
You can either find them in the OCCAM or CMS etc.. it depends on their facilities.
For this customer they are on the OCCAM, you can tell that by looking at their facilities
You would then look them up in the OCCAM – https://my.haycomm.ca/apps/occam/occam.htm
In this case they are Grand Cove, so you would click on that then click on slot 5, (log in with admin and razor123) and then you can find their information on port 2.
If you scroll down you can check CVS and ECS under the performance tab.
If you click on Associations on the left side you can see their MER, IP address and the MAC of their router.
POTS at the top can measure the telephone line if they have telephone as long as their facilities in IVUE show they are on that POTS port under the telephone agreement.
In this case they do:
If you click on Diagnostic Test on the left side, then it will measure their line.
Once you click on that, click start and it will start the test, it may take a few minutes.
Facilities for DSL customers can also look like this:
In this case, you can see that it doesnt show OCCAM and instead shows CALIX so this means they are in CMS.
To find this customer you have to read their facilities carefully.
In this case they are Drysdale E7-2, Shelf 3, Card 1, Port 39
Once you get on their port, you will see all their information.
Click on Associated Interface, in here you will see if their modem is up.
If you click on DHCP LEASES then you can see their IP(s).
If they have telephone it is likely that they are also on here, if you scroll down on the left side you will see Voice ports, choose the Voice port number that is the same as the XDSL port.
If you click on Voice 39 for this one we are looking at, then you can do a line test for the phone.
Make sure you are on the Provisioning page.
Then click Action and Line Test, then click on Test
