Jalpaiguri Broadband Support Guide

Support Staff Professional Workflow & Guide

1. Common Customer Issues and Causes (L1)

"All router lights are on, but no internet"

Possible Cause: Connection Disconnect (Wrong User/Pass, Plan Expired) or Gateway issue.

Solution

Detailed Solution Steps:

  1. Check Plan Status: Ask the customer to check the **Due Date** in our app. If the bill is pending, payment will restore the service.
  2. Power Restart: Ask them to turn off the router for **30 seconds** and restart it. This often refreshes the connection.
  3. Connection Renewal: If the plan is fine, check the router's WAN settings for any errors in the username-password (PPPoE) or Static IP settings.

"ONU PON light blinking or LOS light is red"

Possible Cause: Fiber cable cut, loose connection, or weak signal strength in the main system.

Solution

Detailed Solution Steps:

  1. Check Physical Cable: Ask the customer to check the fiber cable behind the ONU box for tight connection, bends, or damage.
  2. Power Restart (ONU): Restart the ONU box (turn off for 30 seconds).
  3. Technician Needed: If LOS remains red or PON blinks, it's an outside line issue. Impossible to fix remotely. **Assign a technician immediately.**

"Fast on mobile, slow/not working on PC"

Possible Cause: IP Conflict, loose LAN cable, or excessive background downloads/updates on the PC.

Solution

Detailed Solution Steps:

  1. Check LAN Cable: Ask the customer to firmly replug the LAN cable between the PC and Router/ONU. Suggest replacement if old.
  2. Background Check: Ensure no large updates or file downloads are running on the PC and ask them to close them.
  3. IP Renew (Windows): Ask the customer to open CMD (Command Prompt) and run:

    ipconfig /release

    ipconfig /renew

"Some sites don't open (e.g., Google works, Bank Site doesn't)"

Possible Cause: DNS (Domain Name System) settings error.

Solution

Detailed Solution Steps:

  1. Clear Browser Cache: Ask the customer to clear browser History, Cache, and Cookies.
  2. DNS Flush: Ask the customer to open CMD (Command Prompt) and run:

    ipconfig /flushdns

"Not working after rain/thunderstorm" (Urgent Case)

Possible Cause: Damaged Power Adapter or water ingress in the fiber line.

Solution

Detailed Solution Steps:

  1. Check Power Adapter: Ask the customer to try the ONU/Router adapter on another device. If no lights turn on, the adapter is likely damaged.
  2. Technician Needed: If the ONU/Router is damaged by lightning or water has entered the fiber line, a technician is required. **Create a complaint ticket.**

2. Customer Phone Script (Troubleshooting Steps)

Step 1: Check Power and Lights

Ask the customer to check calmly.

View Script

"First, please check if any **lights are on** on your router or white ONU box. If lights are on, is the **PON light** **solid green**? If it's red or blinking, there's an external line issue."

Step 2: Try Restarting

Primary connection refresh step.

View Script

"Thank you. Now, please turn off the router (**power switch off**). Count to **30 seconds**, then turn it back on. Has it started? What color is the **PON/LOS light** now?"

Step 3: Check Bill and Wi-Fi Status

Reason for no internet despite Wi-Fi connection.

View Script

"If Wi-Fi connects but the internet doesn't work, please check our mobile app—is the **Due Date** passed? If the bill is due, payment will automatically restore the internet."

Final Step: Assigning a Technician

When remote resolution is not possible.

View Script

"Sir/Madam, since the **LOS light is red or PON is blinking**, this is an external line issue and cannot be fixed over the phone. Don't worry, we are **creating a complaint ticket immediately**. Our technician will contact you within **[time frame]** and resolve the issue. Thank you for your patience."

3. Speed Issues and 4. Staff Soft Skills

Speed-Related Issues (Troubleshooting Cards)

"My mobile is slow, but brother's is fast"

Cause: Wi-Fi Coverage/Device Issue

Advise Customer: "Is your phone far from the router? Speed drops with weak Wi-Fi signal. Please come closer or restart the slower device."

"Good on mobile, slow on PC"

Cause: LAN Cable/Background App Issue

Advise Customer: "Is the PC connected with a LAN cable? The cable might be old or there's an update running. Try replacing the cable or closing all updates."

"Speed was high before, now it's low"

Cause: DNS Cache/Server Load

Advise Customer: "Madam, temporary data accumulates in the router. Please turn off the router for 30 seconds and restart. Hopefully, the speed will return."

4. Staff Soft Skills (Engagement Strategies)

Situation: Angry Customer

Objective: De-escalate and build trust.

Phrase: "Sir/Madam, I understand your inconvenience. Please don't worry, I am here. I will look into this immediately."

Situation: Asking for Patience

Objective: Prepare the customer for waiting.

Phrase: "Please give me one minute. I am checking your line in our system. Please stay on the line."

Situation: Using Regional Language

Objective: Make the conversation friendly.

Tip: Use local dialect (Jalpaiguri's colloquial Bengali) so the customer feels comfortable and understood.

11. Technical Knowledge and Troubleshooting Workflow (Detailed Training)

📡 5. Internet Basics and Bandwidth

Importance of Bandwidth, Latency, and Speed Tests:

**Bandwidth** means how much data your internet connection can transfer per second, measured in **Mbps**. Ask customers to use speedtest.net for accurate tests.

**Ping** and **Latency** show how fast your data reaches its destination. For gaming, latency must be below **50 milliseconds (ms)**.

🌐 6. IP Address and Subnet

Understanding IP Conflict and Gateway:

Every device needs an identity, which is the **IP Address**. **Public IP** connects you to the internet, and **Private IP** identifies devices in your home network.

The **Gateway** is the door through which your local network communicates with the external internet. **IP Conflict** requires a router restart or IP Renew.

🛠️ 11. Practical Tip: Troubleshooting Workflow

Follow this workflow step-by-step when resolving issues:

  1. Check customer device (OS, apps, VPN, cloud).
  2. Check connection line (cable, signal, ping).
  3. Check router configuration (WAN, LAN, DHCP, Wi-Fi).
  4. Test speed and packet loss.

12. Customer Renewal and Feedback Call Guide

• A. Call Timing

Call 1 day or the day before the Renewal date is best.

• B. Call Script (For Telecaller)

  • Greeting: "Hello, Sir/Madam. I am [Staff Name] Jalpaiguri Broadband. I hope you are having a good day."
  • Renewal: "You can renew your plan through online, phone banking, or e-wallet. We can assist with the renewal."

13. Alliance Broadband – Router/ONT Configuration & Login Guide (Digisol Model)

🧩Information from ISP (Example)

Field Value Field Value
IP Address 172.25.16.131 Default Gateway 172.25.16.129
Subnet Mask 255.255.255.128 Primary DNS (Gateway IP) 172.25.16.129
Secondary DNS 8.8.8.8 User ID (PPPoE) iop131_jbs / 2528

⚙️Router / ONT Configuration Step-by-Step

Step 1: Device Connection and Login:

  • In the browser, type: 192.168.1.1
  • Login: Username: admin, Password: Digisol@321 (or default password)

Step 4: Create New Static IP WAN:

  • Mode: Select **Router**।
  • Get address via ISP: Select **Static**।
  • Input IP/Gateway/DNS: Input all IP, Subnet Mask, Default Gateway, and DNS according to the ISP data above.

📡 Router Password & SSID Change

Step 3: Change Password:

  • Click **WLAN Security** from the left menu.
  • Go to **Pre-Shared Key** and enter your new password.
  • Apply and Save .

Final Step: Management From the Management option, select **Commit and Reboot**.