NOC Login Credentials & Support Guidelines

NOC Login Credentials & Support Guidelines

Equipment Login Credentials by Brand

Bertram CPE Radios / Fiber NIDs / Mercury Routers

• Normal Cambium SM (PMP450 & Canopy 100): admin / plut0
• Former Mercury ePMP or 3GHz PMP450b: admin / HgAdmin
  • If re-used from DCB, also try: admin/fgh601 or root/fgh601
• Neptune Routers (Former Mercury): admin / Neptune99 (default: admin)
• Trango NID (Bertram Fiber): admin / trango

Bertram APs (read only)

• Cambium PMP450 APs: bwtech / plut0
• Cambium ePMP APs: installer / plut0

DCB Radios / Managed Routers

• Cambium PMP450: root / fgh601 (admin also sometimes works)
• Cambium ePMP APs: admin / fgh601 or fgh601fgh (newer firmware requires longer password)
  • If re-used from Bertram: try admin/HgAdmin or admin/plut0
• Managed Routers (Cambium or ReadyNet): admin / RADIUS Password (under Services tab in Powercode)
  • Alternate: PassPass

XL Broadband CPE Equipment

• Ubiquiti SMs or Calix Managed Routers: xltech / mkvsdcauisbest or mkvsdcau
• XL ePMP SMs: admin / mkvsdcauisbest (old: plut0plut0)
• XL 3GHz PMP450: try Mercury logins (admin/HgAdmin)

Optic Loop SMs or NIDs

• admin / kara!@@% (sometimes Kara!@@%)

Other Resources

• On Prem Login (173.242.94.174): noc / plut2023 — for troubleshooting Cambium on DCB, Bertram, XL
• Tower Coverage (towercoverage.com): noc@bertramcommunications.com / noccon1995

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Support Call Guidelines for Basic Troubleshooting

Authors: Mark Will, Andrew Jones | Updated: October 2024

Call Pick-Up

• Introduce yourself
• Confirm customer account and address
• Ask what the main issue is: completely down, slow speeds, or something else

Completely Down — Radio Inaccessible

1. Try to access the radio by clicking on the IP address in Powercode
2. If unable to access, have customer find the PoE
3. Check PoE light:
   • Off: faulty wall outlet or dead PoE
   • Blinking/flashing: could be short in cabling
4. Power cycle: have them unplug PoE from power, watch the light:
   • Drains quickly: radio is still drawing power → likely alignment issue → schedule service call
   • Drains slowly: no power to radio → schedule service call
5. If no change after power cycle, ensure cables in correct locations:
   • Cable to radio in PoE/Power port
   • Cable to router in Gigabit Data/LAN port
6. If still down: try new PoE first. If they recently got one or just want a service call, schedule one.

Completely Down — Radio Accessible

1. Check Main Ethernet Interface under Device Information:
   • Must be 100Base or 1000Base — if not, cable or port issue
   • Try new port in router (not WAN)
   • Try new cable
   • If that fails, may be PoE or router issue → bypass router
2. Check if router is getting an IP:
   • Statistics → Bridging Table → should be at most 3 entries
   • More than 3: cable from PoE likely in a LAN port instead of WAN (or new router in AP/bridge mode)
   • If nothing in bridging table: radio is NAT'd → check NAT DHCP
   • If 0 entries in NAT DHCP: no router detected → potential PoE/cable/router issue

Slow Speeds

1. Log into radio → Tools → Link Capacity Test
   • Mode: Link Test without Bridging, Duration: 5 seconds
2. Results should be higher than their plan speed
   • If lower: service call may be needed
3. If link test looks good, have them bypass the router:
   • Plug device with ethernet directly into PoE
   • Run speedtest.net
4. If still slow after bypass: escalate to L2/Engineering, open a ticket
5. Before sending a service call: ensure customer is not listed "AS-IS" anywhere

Something Else

• Gather as much info as possible
• When all else fails: power cycle PoE and router
• If still issues: gather info, submit ticket, let customer know we'll call back

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Outage Communication

Only send mass messages about outages after getting approval from network engineering and verifying scope.

Sending Mass Messages in Powercode

Accounts → Communication → Send Mass Notification

Filter by: IP Address Range → search for site name → add each IP pool (Customer DHCP & SM DHCP). Also filter by Status: Active.

Subject Line Options

• "Network Impacting Event"
• "Planned Network Maintenance"
• "Unplanned Network Impacting Event"

Key Templates

Unplanned outage (no ETR): "Hello, this is [COMPANY]. We're sorry to inform you that we are experiencing an emergency interruption of service on the site from which you receive your internet connection. Our network engineers and tower crews are aware and working to restore service as quickly as safety allows. We do not have an estimated time of restoration. We will pass along information as it becomes available."

Service Restored: "Hello, this is [COMPANY] with an update. Our technicians restored service at approximately [TIME]. If you are still without service, try unplugging your equipment for 30 seconds and plugging it back in. If still without service, call us at [PHONE]."

Planned Maintenance: "Hello, this is [COMPANY]. We are alerting you to mandatory maintenance on [DATE & TIME] which will result in an interruption in your internet service. Our network engineers will work to restore service as quickly as safety allows."