Electroline Control Unit IV - Page 119

Control Unit IV Reference Manual Troubleshooting
529-0004 Ver.3 6-17
Subscriber is not receiving the right service
If the subscriber is not receiving the correct service, use this procedure to verify the
information in the Control Unit and the billing system.
1. Check the status of the subscriber in the Control Unit by using the
tap
command (see
Chapter 4) and note it.
2. Check the tap status in the billing system and note it. Use the table below to compare the
two results and troubleshoot the problem.
Control Unit
subscriber status
Billing system
subscriber status
Action
Wrong status Correct status Check the cable and connection between the
Control Unit and the billing system. If the
problem affects several subscribers, reload
the subscriber data from the billing system to
the Control Unit.
Wrong status Wrong status Update this tap in the Control Unit by using
the
stap
command (see Chapter 4) to
resolve the situation immediately, and then
update the tap status in the billing system.
Correct status Correct status Check the Control Unit’s FSK signal (see
section 6.2). If the signal is present and at the
right level, check the tap in the field to see if
it is working. As well, make sure the drop
cable is connected properly. If problems
persist, call Electroline’s technical support
department
Correct status Wrong status Make sure that the Control Unit and the
billing system have the same tap number for
this subscriber. Use the
locate
command
(see Chapter 4) on the Control Unit to find
the tap number and then update the billing
system accordingly.