Fault triage checklist
Use this when a customer reports degraded performance, intermittent connectivity, packet loss or an outage that is not linked to a known incident.
Information to capture
- Customer name, authorised contact and callback number.
- Service ID and site address.
- Symptoms: complete outage, slow, dropping, packet loss or high latency.
- Business impact: how many users or sites, and whether a critical process is stopped.
- When it started and whether it is constant or intermittent.
- Anything that changed recently, such as power work, new equipment or a router change.
Checks before creating a ticket
- Active incidents and outage notifications for the service, site or upstream element.
- Planned maintenance or recent changes that include the service.
- Existing open tickets on the same service (to avoid a duplicate).
Customer-side checks (ask the customer)
- Power cycle the customer router or ONT once, wait five minutes, and retest.
- Check cabling is secure and that lights match the expected pattern.
- Test from a wired device to rule out Wi-Fi.
Record
Write down what was checked, what was ruled out and the result of each customer-side check. The NOC analyst should not need to repeat any of these.
Outcome
- Fault confirmed or not resolved: create a ServiceNow incident following the ticket standard and route to the NOC queue.
- Impact is on a critical or emergency service: follow priority service escalation instead.