On-site Investigation and Diagnostics

• Perform preliminary checks and testing before escalation

  • Power-cycle the NTD and CPE (router/firewall).

  • Replace or reseat cables between the wall NTD and CPE.

  • Test from an isolated setup (direct connection to NTD) to confirm if the fault persists.

• Document findings from in-house checks

  • Record any observed lights/status on the NTD.

  • Save screenshots of speed test results, traceroutes, or diagnostics.

  • Note the time, duration, and pattern of any outages or slowdowns.

• Provide timely site access

  • Ensure someone authorised is available to grant entry to the premises during the scheduled visit.

  • If applicable, arrange security clearance or escort for visiting technicians.

• Be present (or arrange representation) during technician visits

  • Assist the technician in locating equipment, wall sockets, and cabling.

  • Provide any requested information about the building wiring or network setup.

• Avoid delays and no-fault charges

  • Be ready at the agreed time to avoid missed appointments.

  • Ensure internal wiring and devices are accessible and powered on before the visit.