How to Prevent Order Activation When the ONT Is Offline
This feature adds an optional check that confirms the ONT is online before an order activates. When it is turned on and the ONT cannot be reached, the order waits instead of activating, your operator is alerted so it can be followed up, and the order activates on its own once the ONT comes back online.
How it works
When this check is turned on for a Service type, an order will not activate until the ONT is confirmed reachable.
If the ONT is online when the order is due to activate, the order activates as normal.
If the ONT is offline, the order pauses and waits rather than activating. While it waits, the system keeps checking whether the ONT has come back online. If the ONT is still offline after a short while, your operator is notified so someone can look into why the equipment is not reachable.
As soon as the ONT is online again, the order activates automatically. The customer does not need to place a new order or contact support for the order to go through.
What the customer sees
While the order is waiting, it appears in the Customer Portal with the status Awaiting activation. The ONT is shown as Offline, along with this message:
"The location [Address], with network equipment [Serial number], appears to be unreachable. This could indicate a problem in the network or with the equipment in your home. If you're experiencing problems with your Internet service, this could be the cause."
This usually means the equipment in the home needs attention. The ONT may need to be plugged in or powered on, the fiber may not be connected, or a technician visit may be needed. Once the equipment is online again, the order activates by itself and the status updates to active.
If an order has been sitting in Awaiting activation, the first thing to check is whether the ONT in the home is powered on and connected.
Activating an order manually
If you need an order to go through even though the ONT is still offline, for example to start billing, the operator can manually activate it. This overrides the ONT check for that order and activates it immediately.
Settings
How long the system waits before alerting the operator, and how often it re-checks whether the ONT is back online, are both configurable. The grace period sets how long an order can stay offline before the operator is notified, and the recheck period sets how often the system looks again while the order is waiting.