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Broadband Solutions
Eliminate Repeat Dispatches With Tollgrade
Introducing the VBT™ Solution
© 2013 Tollgrade Communications, Inc
Tollgrade Broadband Solutions
Overview
Who is Tollgrade?
Problems / Challenges
How Tollgrade Eliminates Repeat Dispatches
Case Study – Tier 1 Service Provider
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 utilities – Duke Energy, Western Power Distribution, Toronto Hydro
International Expansion - Customers in South America and Western Europe
Advanced Network capability leverages large Telco expertise
© 2014 Tollgrade Communications, Inc. All rights reserved.
Broadband Solutions
Problems / Challenges
Tollgrade Broadband Solutions
Repeat Dispatches
Slide 5
Repeat dispatches costs service providers millions -- about 15% of their repair business
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
Problems Coming Inside the Home
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
Can’t measure compliance to field test procedures
Inconsistent testing methods, tools and technical expertise
Slide 6
These problems are difficult to identify and repair. Unresolved, our field data shows they can lead to 10 – 15% of customer churn
© 2014 Tollgrade Communications, Inc. All rights reserved.
Broadband Solutions
How Tollgrade Eliminates Repeat Dispatches
Tollgrade Broadband Solutions
Solution: VBT & VBT Manager
Slide 8
Result Display
Power
Activation button
To Network
To Modem
VBT™ VBT Manager™
First solution to measure compliance with field test procedures
Runs 50 tests to address common, repeat or chronic problems
Normalizes repair and test processes
Complementary to existing handhelds
Pays for itself after first saved dispatch
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
How its Deployed
Slide 9
Inside the Home Outside the Home
Network Interface
VBT DSL Modem
Inside wire
Network Interface
VBT DSL Modem
Inside wire
VBT installs in-line at the DSL modem or the NID to identify and repair faults in the home, or in the network
© 2014 Tollgrade Communications, Inc. All rights reserved
Tollgrade Broadband Solutions
Sends Data to Service Provider OSS
Slide 10
Network Interface
VBT DSL Modem
Inside wire
Network Interface
VBT DSL Modem
Inside wire
Measures compliance to field test repair procedures
Service Provider’s OSS
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
VBT Manager Centralizes Field Test Data
Slide 11
Intermittent Service Slow Broadband Random dropping Slows down at night
• Historical analysis • Trending • Reporting • Normalize test process
VBT data available to Operations Center & OSS:
© 2014 Tollgrade Communications, Inc. All rights reserved. Confidential and Proprietary Information
Tollgrade Broadband Solutions
VBT Manager Centralizes Field Test Data
Slide 12
Intermittent Service Slow Broadband Random dropping Slows down at night
• Historical analysis • Trending • Reporting • Normalize test process
VBT data available to Operations Center & OSS: • First tool to measure compliance; normalize testing process • Historical archive makes data available to new field techs • Analyzing data at the OSS, can look for patterns and trends
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
50 Automated Tests Normalize Field Repairs
Slide 13
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
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
VBT & VBT Manager Capability
Slide 14
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
© 2014 Tollgrade Communications, Inc. All rights reserved.
Broadband Solutions
Case Study
Tollgrade Broadband Solutions
Deploying Now at One of North America’s Largest Broadband Service Providers
Challenge:
High number of repeat dispatches
Objectives:
Reduce repeat and chronic dispatches
Gain visibility into issues originating in the home
Measure improvement in their field repair process
Slide 16 © 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
Results
Cuts repeat dispatches by over 50%
Ends trouble cycle in over 80% of chronic cases
Eliminates returned CPE by up to 80%
Measures compliance
Paid for itself after first saved dispatch
Slide 17 © 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
Found Problems Other Solutions Missed
Wire Nest around power to fluorescent light
Slide 18
Bad “Scotch Lock” causes high resistance fault
Metallic Fault detected was traced to NID
© 2014 Tollgrade Communications, Inc. All rights reserved.
Tollgrade Broadband Solutions
How Can We Help You?
Reduce repeat dispatches?
Find chronic problems?
Reduce costs to support ADSL/DSL?
Reduce field tech training costs?
Normalize training processes?
Measure compliance to repair processes?
Slide 19 © 2014 Tollgrade Communications, Inc. All rights reserved.
Broadband Solutions
Thank You! Questions? Learn more at www.tollgrade.com
Slide 20