July 24, 2019 by Simon Donahue

Resolve Subscriber Impacting DSL Issues Proactively


Identifying issues with DSL is not always easy. Often, they are intermittent, especially those that are caused by problems with the copper cable. Typically, issues with DSL service end up being caused by the subscriber’s inside wiring or interference from nearby electronics. Or, problems can arise in the outside plant due to copper pair imbalance, cross talk, or shorts and grounds. These problems can be ever changing and uncontrollable, but there are ways to leverage insight from network alarms to help trouble shoot problems impacting DSL speed performance and availability.

While alarms may not always tell you what the specific issue is for DSL, they can point you towards a subscriber experiencing ongoing issues. For example, a Gfast dying gasp alarms indicate that the customer premises equipment has lost power. A loss of signal alarm indicates if there is a near end or far end loss of signal detected. Showtime status alarms indicate there is a problem with the DSL modem being able to successfully complete the DSL link establishment process.

While the root cause of the problem may vary, looking at alarm trends provides more context for better analysis. For example, if you notice a single LOS or DSLModemShowtimeStatus alarm by itself, you may not take any action. However, if that location is experiencing multiple alarms over the period of a week, then it is most likely something to investigate. You can then see if other subscribers in the same cable count or shelf are experiencing a problem which would lead you to look for an outside plant issue. If there does not seem to be a correlation with other subscriber issues, it could point you towards a potential inside wiring problem affecting that particular subscriber’s service.

We’ve added another Knowledge Base Article to the Calix Community on “Using Calix Remote Monitoring to resolve DSL Issues.” The article goes into detail on not only analyzing the alarms, but also on how to set up reports to operationalize the analysis and resolution of them into your daily workflows. The Calix Remote Monitoring Service can help with identifying where these types of issues impacting DSL performance are occurring and pinpoint where you should start your investigation. Please take a look; we’d love to hear your feedback as well as ideas on other ways you may have in leveraging alarm analytics to further provide proactive insight into subscriber impacting issues. You can also find out more about the Remote Monitoring Service by going to our Managed Services web page, and check out our recent webinar on how to Get Proactive With Our Top Customer Remote Monitoring Use Cases.