If through the course of troubleshooting your OptiComm service we identify a fault that will need the help of a technician we'll submit a fault ticket to OptiComm on your behalf. OptiComm will initially test your service remotely from their end to confirm the fault is present and schedule a field technician appointment if required. Someone over the age of 18 will need to be present to grant the field technician access to the premises.
Most of the information we need to provide to OptiComm is already available to us on your account. Here's a list of the common faults and what you can provide to us to help things go smoothly:
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What we provide to OptiComm:
- Your name, address and best contact number
- The date and time your connection was last online
- Your modem/router's make and MAC address
Details which you can provide:
- Your modem/router's status lights
- Your OptiComm ONU or NTD status lights
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What we provide to OptiComm:
- Your name, address and best contact number
- Your modem/router's make and MAC address
- Connection logs, detailing when the service dropped out and reconnected over the past week
Details which you can provide:
- Your modem/router's status lights during a dropout
- Your experience of when the service dropped out and reconnected
- Your OptiComm ONU or NTD status lights
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What we provide to OptiComm:
- Your name, address and best contact number
- Your modem/router's make and MAC address
Details which you can provide:
- Three speed tests, performed over a wired ethernet connection to your modem/router and performed at least 1 hour apart. See our guide here for more information on how to check your speeds.
Do you know where the ONU is in your home
The ONU (Optical Network Unit) is the point at which fibre enters your home, and is typically located just outside your property or in your garage. Generally contained inside a cream or white box. Being able to direct the technician to this unit will usually make things smoother in the troubleshooting process.