Source: Interviewee
During the epidemic period, the control is at home, the Internet is a necessary way for residents to ensure their basic life, grabbing vegetables at six o'clock in the morning, group buying during the day, working from home, online classes for children... Everything needs to be supported by a smooth network. Once the network is broken, it's like the "lifeline" is broken.
If the network at home is broken at this time, it is really a big thing. During the implementation of static management in Shanghai, some users encountered network failure problems, but through various channels such as online and offline, the network problems of the urgent people were solved with the help of maintenance personnel.
Telephone or video remote guidance, sending users equipment that needs to be replaced urgently, and even some maintenance personnel wear protective clothing to the user's home to troubleshoot when they are allowed, all of which are delivering warm services for users.
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Remotely, too
New broadband!
"Is there any telecommunications in our community?" My home network is broken, two children online class, a day of traffic with 7G, maintenance personnel can not come in, said that it may be that the outside line to the rat bite broken. At 2 p.m. on April 12, a message for help jumped out of a community group in Shanghai's Jing'an District.
The helper is Xiao Juan (pseudonym), a resident of the community, after the home is disconnected, do not say that the child has online classes, grabbing vegetables, group purchases are big problems. Li Jing is the "regiment leader" in the community, and after seeing the information, she immediately contacted Han Jun, the telecommunications community manager in charge of the community.
A "relay race for children's online classes" began.
After some inquiry, Han Jun learned that Xiaojuan's broadband belonged to another telecom operator. After the disconnection, she reported the obstacle to the operator, but because the community belonged to the sealing area, she could not go to the door for maintenance. Reluctantly, Xiaojuan wanted to ask Telecom to try it.
On April 1, as Puxi entered a "static" state, most of the employees of the Dahua Branch of Shanghai Telecom serving the area were also sealed at home, but two telecom installation and maintenance personnel were left in the branch office, responsible for the nucleic acid sampling point and emergency support of the entire area, and so far, these two telecom installation and maintenance personnel have been sleeping in the unit for 14 days.
Xiao Juan's plea for help was quickly transferred to Zhao Xianjun, one of the two maintenance personnel. During the epidemic prevention and control period, it is difficult for outsiders to enter the community without special passes, and Xiaojuan was not a telecom user before, and she could not view broadband failures from a distance, which seems to be a dead cycle.
However, Zhao Xianjun found that Xiaojuan's family had a telecom fiberline telephone, which gave him an idea.
Optical fiber fixed telephone and traditional fixed telephone is different, does not rely on telephone cables, but and broadband to take the same optical fiber path, so each phone is equipped with an optical fiber gateway, and the use of Shanghai Telecom cloud network fusion technology, you can directly remotely open the Internet access function for this gateway, while starting Wi-Fi.
Originally, this service was mainly for the elderly who only had optical network telephones at home, many elderly people did not install broadband before, and the mobile phone traffic package was not enough, once it was blocked at home, the demand for Internet services such as group purchase and WeChat was rising. Therefore, this service of Shanghai Telecom can remotely upgrade the broadband for these elderly people, and it is free for the first three months of the epidemic prevention and control period, and it only costs 10 yuan per month after that.
"In the special period, the telephone line is the lifeline, and at the beginning of the epidemic, we made a return visit to hundreds of elderly households in the jurisdiction, first, to ensure that the telephone is smooth, and second, to understand their Internet needs, to see if they need to help them open the network remotely." Ding Hao, director of the Dahua branch of Shanghai Telecom, told the IT Times reporter.
Today, this service can solve Xiaojuan's problem. Soon, the information of Xiaojuan's home was reported to the background of the system, and half an hour later, the network was opened.
"The network is working well, thank you so much!" Receiving Xiaojuan's WeChat, Li Jing was also very happy. It is always gratifying that this smallest thing, which is usually the simplest thing, can be solved quickly at this time.
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Send "cats" to the community
Solve the problem of more than 100 people on the Internet
"The total power supply in our building was tripped, after the main power circuit was turned on, there was a problem with the network, 90% of the room network was cut off, more than 100 people could not access the Internet inside, some students could not take online classes, I hope that telecommunications can help us repair the network as soon as possible and solve the problem of not being able to access the Internet." On the afternoon of April 12, an urgent request for help was sent to the Songjiang Telecom Bureau, and the network failure affected the entire building's residents and must be resolved as soon as possible.
This is an apartment building, Songjiang Telecom Bureau in the background to check the situation, made a preliminary fault judgment, that the light cat in the weak current room of this apartment building can not be re-enabled because of the total power trip, and need to replace a new light cat equipment. However, this apartment building is sealed, the installation and maintenance personnel can not directly come to the door to install, the safest and fastest way is to send the light cat equipment to the past, by the staff in the apartment building to install, so that in the shortest possible time to let the residents in the apartment building restore the Internet.
Although it is not too thorough in the idea of being able to perform the "heavy responsibility" of installing light cat equipment, in the current special situation, it seems that this is the only way, so the staff of the apartment building approved of this plan. At about three o'clock in the afternoon, a new light cat equipment was sent to the apartment building, after the staff got the equipment, Lu Weiyan, the installation and maintenance team of the Songjiang Telecom Bureau, was responsible for remote guidance, he first got in touch with the staff by phone, but the staff was not familiar with how to disassemble and install the light cat, and the phone was not clear, so Lu Weiyan and the staff carried out a WeChat video connection.
"Pull the cable on the right-hand side" "Download a software on your phone and log in"... In the video, the staff of the apartment building finally slowly entered the "state". "Installing a light cat is a technical task, which is the most basic for our maintenance personnel, but for non-professionals, it does take a little time. The biggest difficulty is that the other party is not familiar with the light cat and the computer room environment, and it is necessary to carry out detailed guidance step by step in the video. "Lu Weiyan said that after about half an hour, the staff of the apartment building finally successfully installed the light cat, the network returned to normal, and both sides were relieved." During this time, the frequency of remote guidance of users through video troubleshooting is quite high, although it takes longer than our on-site maintenance, but every time to help users solve problems, especially some urgent problems, get the user's affirmation, they are also very happy. ”
"General problems can be solved through remote guidance, and we will also help users in the background to upgrade the version or restart remotely." Wu Mingming, who is responsible for the installation and maintenance management of the cloud network operation center of the Songjiang Telecom Bureau, told the IT Times reporter that for some emergency and user-in-trouble faults that cannot be solved by the user, the equipment will be sent to the user without contact according to the actual situation, and the user will be remotely guided to install and use.
A similar story also takes place in Baoshan District.
At 8:57 p.m. on April 11, a resident of a residential area on Hualing Road also encountered network problems, the light cat has been flashing red lights, wired and wireless are completely unable to connect to the Internet, this resident is dealing with an urgent work, the network sudden failure makes him very anxious.
At 9:09, the demand for reporting obstacles was sent to the "Dahua Branch Bureau Camp Maintenance Franchise Group", and everyone quickly began to discuss the causes and solutions. According to the user description, plus several remote repairs are unsuccessful, it is very likely that the hardware is faulty, and the line and the optical cat may be the point of failure.
Door-to-door is the best solution, but during the sealing period, unless the neighborhood committee agrees, the maintenance personnel can go to the door for maintenance, but the time is very late, and this road may not be able to go through. Another solution is to replace the gateway first and remotely guide the user to replace the device, but the user needs to have some network experience.
After communicating with the user, it was decided to adopt the second plan first, and Yuan Jie, a maintenance officer of the Dahua Branch Bureau on duty, quickly put on a full set of protective equipment, rode a battery car, and sent the new equipment to the community.
At 9:57, the user got the new light cat, which was exactly 1 hour away from the obstacle report. That night, under the guidance of remote telephone, the new device was successfully launched.
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Transformed into "Great White"
Door-to-door fiber connection
Since the outbreak of the epidemic, similar online emergency services have not been in the minority.
"I'm a teacher, the network at home is suddenly broken, tomorrow I want to give students online lessons, what can I do?" On Sunday, April 10, the Shanghai Telecom East District Bureau received an anxious report from a teacher in Yangpu District, who accidentally touched the network cable connecting the terminal when cleaning the home, this touch does not matter, the light cat can not restart, the red light light. After finding that the network at home was faulty, he immediately dialed the 10,000 report, and in his words, the teacher showed full of anxiety, because the next day he had to connect with the students to teach by video, and there was no network, and the problem was transferred to the Shanghai Telecom East District Bureau.
After the staff checked in the background system, the teacher's home device is no longer online, it is likely that the optical fiber is broken, which is a hard injury. He Zhuoqun, director of the East District Bureau Guest Network Center, told the "IT Times" reporter that many communities are now sealed and controlled, and when they encounter failures, they generally take the way of remote guidance, but for some special cases, we will also think of ways to deal with them specially.
This "hard injury" encountered by this teacher is a special situation, the optical fiber is broken, and it is certainly impossible to let users connect the optical fiber themselves through online guidance. Seeing that the next day is The time for online classes on Monday, there is not much time left, and now the only solution is to let the maintenance personnel come to the door.
"Has there been any recent abnormal situations such as confirmed diagnosis and close contact in the community?" The Eastern District Bureau was looking for a "path" to the community, and after learning that there was no abnormal situation in the teacher's community, they felt that there should be hope, so they suggested that users could try to apply to the neighborhood committee to allow telecom installation and maintenance personnel to come to the door for maintenance.
Things are developing in a smooth direction, after consultation between the user and the neighborhood committee, the neighborhood committee agreed to the application, and checked the nucleic acid report of the user and the telecommunications installation personnel, and the two sides came to the door about the next afternoon. The next afternoon, the telecom installation and maintenance personnel put on protective clothing and accompanied by the staff of the neighborhood committee to the user's home on time, and it took only more than 10 minutes to connect the optical fiber, and the network at the teacher's home returned to normal, and the user's gratitude was overflowing. After the end of the work, the telecom installation and maintenance personnel meticulously did a good job of killing and returning.
On April 12, Shanghai Telecom's fault repair hotline received feedback from users that the home network could not be used normally, and children could not take online lessons. Through online diagnosis, it is found that there is no problem on the line, it may be that the equipment is faulty and needs to be repaired or replaced offline.
Considering that the child's online lessons could not be delayed, this list was transferred to the Western District Telecommunications Bureau, which is responsible for the area, but because the user's community is a sealed control area, the installation and maintenance personnel cannot enter. In the process of waiting, the user reported the repair again, hoping to solve this problem as soon as possible. At the same time, the user also asked if his community could allow maintenance personnel with passes to enter. After receiving a positive answer, the West District Telecommunications Bureau immediately deployed a maintenance master who held a pass, put on protective clothing, and rushed to the user's home for protection at the first time, helping the user replace the home gateway equipment and restore the network.
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"Five-level diagnostics" intercept failures
In fact, many problems reported by users can be solved through remote guidance, such as the long use of the home gateway leading to false death, simple web pages can not be opened and other faults, so that the acceptor can make judgments and guide repairs based on the situation described by the user.
In order to enable the reception staff to pre-process and pre-counsel the user's fault, the "five-level diagnosis" in the fault acceptance system has played a huge role. The first level is to make a preliminary judgment on some of the user's information, such as the whole house WiFi, smart home or other products; the second level is to judge the user's accounting situation, whether there is arrears, downtime, etc.; the third level is to screen whether the user's area has batch failures; the fourth level is the IPTV error code problem; the fifth level is the whole end-to-end diagnosis process, including the user's line equipment, telecommunications network, etc. If the receiver tests and finds no abnormality, then according to the user's description, check whether it is a hardware or application problem.
Recently, a user called to report that the WiFi at home could not be used. The receiver found through the "five-level diagnosis" test that the user's line was normal and the network was not problematic, and suspected that the user's hardware was faulty. So, the receiver asked the user: "What is the status of the indicator light on the home gateway?" The user described: "There is a power light that is not on. The receiver said to the user: "There may be a problem with the power cord, whether you have a spare power cord at home, you can try a new one." Fortunately, the user had his own backup power cord, and according to the remote guidance of the receiver, he successfully replaced the new power cord, and the WiFi was immediately restored."
"During the special period, we hope to be able to solve user problems in a timely manner and provide users with warm services as always." Zhou Pei, director of the customer service dispatching center of Shanghai Telecom Cloud Network Operation Department, said.
Author/IT Times reporter Hao Junhui Pan Shaoying Jiang Liwen
Edit/ Gao Wei Kick Sister
Typography / Ji Jiaying
Photo/Interviewee courtesy
Source/IT Times public account vittimes