Tollgrade Virtual Broadband Technician (VBT)
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Broadband Solutions Eliminate Repeat Dispatches With Tollgrade’s VBT © 2013 Tollgrade Communications, Inc
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Tollgrade's Virtual Broadband Technician (VBT) is a DSL diagnostic tool used by field technicians that pinpoints the causes of repeat problems within your customer’s premises (in the home or local access network) that disrupt or slow down broadband services to eliminate these unnecessary repeat dispatches and improve overall satisfaction. By correctly pinpointing problems that would otherwise have been left undiagnosed, the VBT has been shown to reduce repeat dispatches by over 50 percent and pays for itself after the first saved dispatch.
Transcript of Tollgrade Virtual Broadband Technician (VBT)
Broadband Solutions
Eliminate Repeat Dispatches With Tollgrade’s VBT
© 2013 Tollgrade Communications, Inc
Tollgrade Broadband Solutions
Overview
Who is Tollgrade? Eliminating Repeat Dispatches with VBT Industry Trends and Field Data
Slide 2
Tollgrade Broadband Solutions
We Improve Reliability on Critical Infrastructure Proven on Broadband & “Smart Grid” Networks
World Leader in Access Network Test Systems Incumbent positions in many of the world’s largest telecommunications providers Perform the automated test process for over +200 million copper access lines worldwide Expertise in Algorithms, Data Analysis, Correlation and Dispatch in large networks
Leading Edge Smart Grid Portfolio Won key North American Utilities – Duke, Center Point, Toronto Hydro International Expansion - Customers in South America and Western Europe Advanced Network capability leverages large Telco expertise
Broadband Solutions
Eliminate Repeat Dispatches Introducing Tollgrade’s VBT
Tollgrade Broadband Solutions
Repeat Dispatches
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Repeat dispatches costs service providers millions of dollars occurring for about 15% of their repair business
Tollgrade Broadband Solutions
Industry Problem
Leading Problems Reported by Customers: Slow or intermittent Internet service “Faulty” modem but 80% of time modem replacement is unnecessary Random dropping of connection Why are They Difficult to Diagnose: Can’t determine where the problem exists (inside or outside the house) Inconsistent troubleshooting methods, tools and technical expertise makes
it difficult to resolve persistent problems
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These problems are difficult to identify and repair. Unresolved, our field data shows they can contribute to 10 – 15% of customer churn
Tollgrade Broadband Solutions
The Solution: Tollgrade’s VBT
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Network Interface VBT DSL Modem
Inside wire
VBT installs in-line at the DSL modem to identify and repair faults in the home, or in the network
Tollgrade Broadband Solutions
VBT Capability
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a y N e t w o s
Residential modem DSLAM
Line NID
Test System TOK VBT TOK
Modem not detected Noise on the line – inside home Extreme noise – no service Inside wire broken Inside wire loose
Open outside plant Noise on the line – outside Line fault near home (bad joint)
DSLAM not detected
Tollgrade VBT Fault Identification and Location
Centralized Test System
Modem sync detect (from DSLAM) DSLAM failure Noise detected Attenuation, Data rate Open in CO
Hazardous voltage Open outside plant Metallic faults - outside Open near drop
VBT adds critical information currently missing from centralized test systems and handheld test equipment
Tollgrade Broadband Solutions
VBT Benefits Identifies “low incidence, high pain” faults Cuts repeat dispatches by over 50% Eliminates returned CPE by up to 80% Complementary to existing handhelds Patent-pending technology Pays for itself after first saved dispatch Normalizes repair and test processes
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Result Display
Power
Activation button
To Network
To Modem
Tollgrade Broadband Solutions
Finds the Problems Other Solutions Miss
Wire Nest around power to fluorescent light
Slide 10
Bad “Scotch Lock” causes high resistance fault
Metallic Fault detected was traced to NID
Tollgrade Broadband Solutions
50 Automated Tests Normalize Field Repairs
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VBT Test Result Repair Action
Test OK Successful repair or installation
DSL modem not connected Reset modem, replace modem
DSLAM not connected Repair DSLAM, jumper wiring, DSLAM configuration
Outside plant open Repair open in network cable
Inside wire open Repair inside wire
Noise on the line – outside plant Repair outside cabling , poor splices or joints
Noise on the line – inside home Move chargers, lamps, appliances, repair poor wiring
Line fault near the home Repair high resistance fault located in network
Line fault in the home Replace inside wire
No sync with DSLAM Reconfigure DSLAM
No sync with residential modem Replace residential modem
Slow or unstable line speed – outside plant Repair outside cabling , poor splices or joints
Slow or unstable line speed – inside home Move chargers, lamps, appliances, repair poor wiring
Tollgrade Broadband Solutions
Why VBT?
Cut over 50% of repeat dispatches Saved up to 80% in returned CPE Found problems otherwise missed Improved subscriber satisfaction Pays for itself after first saved
dispatch
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Tollgrade Broadband Solutions
Learn More About the VBT
Visit www.tollgrade.com to download: Datasheet Whitepaper
Or email a product expert at [email protected]
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