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How to Prevent Order Activation When the ONT Is Offline

This feature adds an optional ONT reachability check before an order activates. When enabled, the system verifies that the ONT is online. If the ONT is offline or unreachable, activation is paused and resumes automatically once the ONT is reachable again.

Configuration

Workflow setting (on Service Type): Require CPE link status    

  • Disabled (default): No ONT check is performed. Orders auto-activate as usual.

  • Enabled: ONT status is checked before activation.

Behavior (when enabled)

  1. An order is placed and auto-activation starts on From date.

  2. The system checks ONT reachability:

    • ONT online/reachable:
      The order activates normally.

    • ONT offline/unreachable:
      Activation is blocked. The order moves to Awaiting active ONT and the order status becomes Connection error.



What the customer sees

When the customer views their order in the Customer Portal, it will have the status Awaiting activation.
They will also see that the ONT is Offline, with the 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.”

Once the ONT becomes reachable again, the order auto-activates automatically.

Manual activation (override)

If you need to activate the order even though the ONT is offline (for example, to start billing), you can manually activate the order by opening the order and clicking Connected.

This bypasses the ONT reachability check and activates the order immediately.