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Optic Loop — Wireless Troubleshooting & Bridging

Optic Loop — Wireless Troubleshooting & Bridging

Ubiquiti Wireless Troubleshooting (Optic Loop)

Optic Loop wireless uses Ubiquiti equipment, which is different from Cambium (Bertram/DCB/XL).

Step 1: Log Into the SM

Step 2: Check Signal Strength

On the Main page, look for Signal Strength under Status. If dBm level is above -75 (meaning worse than -75), schedule a service call.

Step 3: Check TX/RX Rate

On the Main page, look below Signal Strength. If either TX or RX rate is consistently below 78 Mbps, schedule a service call.

Step 4: Check Transmit CCQ

Just above the TX/RX Rate. Shows quality of reception between the SM and AP. If below 55%, schedule a service call.

Step 5: Check AirMax Quality

Below TX/RX Rate. Determines if there's interference in the area. If quality and capacity are below 50%, ask a senior technician for help.

Step 6: Check LAN0

In Status, bottom left — shows if customer has their system plugged in and potential cable errors. If it shows "No Link" or "10Base-T Full Duplex", bypass the router and attempt connectivity. If you can't establish 1000 or 100baseT-Full Duplex, schedule a service call.

Step 7: Verify MAC Address in Bridge Table

If customer still doesn't have service: Main tab → Monitor → Bridge Table. Click Interface column to sort. Top result should be LAN0. Copy that MAC address and update Powercode if needed.

Bridging: Optic Loop Wireless

  1. Open customer's SM
  2. Select Bridging Table at bottom of Main Page → copy the MAC Address for LAN0
  3. In Powercode → under equipment → select Add
    • Device Category: Router
    • Device Type: Customer Owned Equipment
  4. Under MAC Address/DUID, paste the MAC from step 2
  5. IP Address Configuration:
    • Select correct Address Range Filter
    • Select correct Customer DHCP range for that location
    • Select an IPv4 Address from the dropdown

Bridging: Optic Loop Fiber

  1. Open customer's MikroTik interface (click IP on account in Powercode)
  2. Login: admin / kara!@@% (hold shift 1225)
  3. Click WebFig
  4. Click Bridge → Hosts tab
  5. Find and copy the MAC address on interface Ether1
  6. In Powercode → under equipment → select Add
    • Device Category: Router
    • Device Type: Customer Owned Equipment
  7. Paste the MAC address
  8. IP Address Configuration:
    • Select correct Address Range Filter
    • Select correct Customer DHCP range (NOT SM DHCP)
    • Select an IPv4 Address from the dropdown
  9. Have customer reboot POE/equipment

Important: Customers are NOT allowed to access the NID on the outside of the house. If reboot doesn't bring them back up, escalate to Tier 2 and notify on-call technician.

Robocall Process (Callfire.com)

Monthly robocalls for delinquent customers.

  1. Go to https://www.callfire.com/
  2. Login: tim.wright@bertramcommunications.com / BWPassw0rd!123
  3. Select Create → Send an interactive voice call → Advanced Voice
  4. Select Live Message → choose the correct voice file for the brand you're calling
  5. Enable Transfer → enter the phone number for the brand being called
  6. Check Answering Machine → select correct brand message
  7. Uncheck Do Not Call
  8. Click Next

Getting the Contact List

Export from Powercode → Reports:

  • Optic Loop: "Accounts with Balance Due"
  • Bertram Internet: "Delinquent on Date" — DELETE any balance less than $5 from the export
  • XL Broadband: "Robocall - About to go Delinquent"

Save as .CSV (robocaller only accepts CSV).

Final Config

  • Caller ID: Use correct brand number (Bertram: 920-351-1023, Optic Loop: 801-737-1900, XL: 815-312-4454)
  • Max Simultaneous Calls: 8 (adjust based on available phone techs)
  • Schedule: Start Immediately

Questions → contact Elliot or Mark.

QA Technician Responsibilities

Every Monday, the QA technician reviews the previous week's completed installs, service calls, and upgrades:

  1. Verify physical address is correct (installs)
  2. Check for Terms of Service or 3-year contract signature — call customer if missing (installs, upgrades)
  3. Ensure billing info is on file — call customer if missing (installs)
  4. Verify all proper charges have been applied (service calls)
  5. Check Link Capacity Test, Signal Strength, and Session Counts (service calls, upgrades)
  6. Verify contact info (phone and email) is current (installs)
  7. Administer QA questions (installs, upgrades)

QA Questions

  1. Are you satisfied with the work done at your location?
  2. Was the technician friendly, courteous, and knowledgeable?
  3. When you called to schedule, was the CSR friendly and helpful?
  4. Would you recommend Bertram Internet to someone?
  5. Any suggestions to improve our service?

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