Family broadband troubleshooting method and device and readable storage medium

Abstract

The invention provides a family broadband troubleshooting method and device and a readable storage medium. The method comprises the following steps: collecting family broadband related data; data analysis is carried out according to the family broadband related data, a user wide table is generated based on an analysis result, and the user wide table comprises equipment operation information of a channel where a user is located, user account tariff information and fault analysis information; in response to an obtained fault query request of a user, performing fault analysis based on the user wide table to obtain a fault analysis result and a corresponding fault solution; and sending the fault analysis result and the corresponding fault solution to a user terminal. According to the invention, user-level network fault diagnosis can be realized, fault removal and recovery are carried out, user complaints and customer service and front-line installation and maintenance workloads are reduced, the labor cost is reduced, the processing efficiency is improved, and the user experience is improved.

Description

Technical Field

[0001] The present application relates to the field of Internet communication technology, and in particular to a method, device and readable storage medium for troubleshooting home broadband. Background Art

[0002] The current home broadband network has evolved from copper wire access to fiber optic access, and the broadband network structure has changed to FTTH (Fiber to the home) or even FTTR (Fiber to the room) mode.

[0003] Fiber-optic communication can achieve faster transmission rates, larger communication capacity, and lower transmission losses, but passive optical networks also mean that monitoring is more difficult. Once the broadband fails, users cannot find the cause of the failure and require on-site maintenance to conduct investigations.

[0004] However, the troubleshooting guidance and fault resolution solutions currently provided by operators to users have problems with low applicability and low accuracy. Summary of the invention

[0005] The technical problem to be solved by the present application is to provide a home broadband troubleshooting method, device and readable storage medium to solve the problems existing in the prior art in view of the above-mentioned deficiencies in the prior art.

[0006] In a first aspect, the present application provides a method for troubleshooting home broadband, the method comprising:

[0007] S1. Collect household broadband related data;

[0008] S2. Perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information;

[0009] S3, in response to obtaining a fault query request from a user, performing fault analysis based on the user wide table to obtain a fault analysis result and a corresponding fault solution;

[0010] S4. Send the fault analysis result and the corresponding fault solution to the user terminal.

[0011] In some embodiments, in S1, collecting home broadband related data includes:

[0012] Collect home broadband related data from user optical modems, optical line terminals (OLT) network management, number line systems, and centralized business support systems (CBSS);

[0013] Among them, the home broadband related data includes: user optical modem registration data, optical modem operating status data, OLT uplink port and equipment data, OLT operating status data, OLT downlink port, splitter data, user channel data and user tariff data.

[0014] In some embodiments, performing fault analysis based on the user wide table includes at least one of the following:

[0015] OLT equipment status analysis;

[0016] OLT uplink bandwidth analysis;

[0017] Passive optical network PON port downlink bandwidth analysis;

[0018] PON port operation status analysis;

[0019] Fault analysis of the first and second level optical cables at the PON port;

[0020] Analysis of the optical modem’s operating status.

[0021] In some embodiments, the OLT device status analysis includes:

[0022] Obtain alarm commands for each OLT device in the existing network;

[0023] If an OLT off-grid alarm is generated, determine whether there is a power supply equipment alarm;

[0024] If the power supply is off and the battery is not supplying power, it is determined that the fault is caused by the power supply causing the disconnection from the grid;

[0025] If the power supply is normal, determine whether the OLT backup uplink is switched normally. If there is no traffic, determine that the fault is that the OLT is disconnected from the network.

[0026] In some embodiments, the OLT uplink bandwidth analysis includes:

[0027] The total traffic of the optical network unit ONU under the OLT during the period is obtained, and the average bandwidth utilization rate of the single unit during the period is determined according to the total traffic:

[0028] When the single average bandwidth utilization in the period is greater than a preset threshold, it is determined that the fault is OLT uplink bandwidth congestion.

[0029] In some embodiments, the passive optical network PON port downlink bandwidth analysis includes:

[0030] Obtain the total traffic of the ONUs connected to the PON port during the period, and determine the average bandwidth utilization rate of the single unit during the period according to the total traffic;

[0031] When the single average bandwidth utilization within the period is greater than a preset threshold, it is determined that the fault is congestion of the downstream bandwidth of the PON port.

[0032] In some embodiments, the PON port operation status analysis includes:

[0033] Acquire the operating status data of the PON port optical module, wherein the operating status data includes the operating voltage, operating current, temperature and receiving / emitting power of the optical module;

[0034] If the working voltage exceeds the preset standard voltage range, and / or the working current exceeds the preset standard current range, it is determined that the fault is that the working power supply of the PON port is unstable;

[0035] If the temperature is greater than the preset standard temperature, the fault is determined to be over-temperature;

[0036] If the receiving / emitting power is less than the preset standard power, it is determined that the fault is that the receiving / emitting power of the PON port is too low.

[0037] In some embodiments, the PON port level 1 and level 2 optical cable fault analysis includes:

[0038] Obtain the ONU device information and alarm information under the PON port, match the ONU device registration code LOGID with the line system LOGID data, and construct the network topology of all ONUs under the PON port;

[0039] Primary and secondary optical cable fault analysis is performed based on the network topology.

[0040] In some embodiments, the optical modem operation status analysis includes:

[0041] Obtain ONU alarm and optical modem status operation data;

[0042] If the optical modem is not online and the ONU power-off alarm is collected, it is determined that the fault is a power problem of the optical modem;

[0043] If the optical signal loss alarm is collected and there is no primary or secondary optical cable fault, the fault is determined to be a terminal sheath cable interruption;

[0044] If the account is not online, make sure you need to dial in again;

[0045] If the optical modem receives light power less than the preset threshold, it is determined that the fault is that the optical modem receives light power too low;

[0046] If the optical modem model does not have a Gigabit Ethernet GE port and the user's contracted bandwidth is greater than the preset threshold, the fault is determined to be a mismatch between the user end and the business;

[0047] If the optical modem turns on WiFi, the user speed will be judged based on the WiFi type to see whether it meets the standard. If the user's contracted bandwidth is gigabit and non-WiFi6 is used, the fault is determined to be that the user's WiFi type does not match the service.

[0048] In a second aspect, the present application provides a home broadband troubleshooting device, the device comprising:

[0049] A data collection module configured to collect home broadband related data;

[0050] A data analysis module, which is configured to perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information;

[0051] A fault analysis module, which is configured to respond to a fault query request from a user, perform fault analysis based on the user wide table, and obtain a fault analysis result and a corresponding fault solution;

[0052] An information sending module is configured to send the fault analysis result and the corresponding fault solution to a user terminal.

[0053] In a third aspect, the present application provides a home broadband troubleshooting device, comprising a memory and a processor, wherein the memory stores a computer program, and the processor is configured to run the computer program to implement the home broadband troubleshooting method described in the first aspect above.

[0054] In a fourth aspect, the present application provides a computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the home broadband troubleshooting method described in the first aspect is implemented.

[0055] The present application provides a method, device and readable storage medium for troubleshooting home broadband, the method comprising: collecting home broadband related data; performing data analysis based on the home broadband related data, generating a user broadband table based on the analysis results, the user broadband table including the equipment operation information of the user's channel, user account tariff information and fault analysis information; in response to obtaining the user's fault query request, performing fault analysis based on the user broadband table to obtain the fault analysis result and the corresponding fault solution; sending the fault analysis result and the corresponding fault solution to the user terminal. The present application provides a method for troubleshooting home broadband, which integrates O domain and B domain data by connecting the data of the line system, network management system and CBSS system, and directly collects the data of the optical modem, and forms a user broadband table through analysis and judgment, so as to provide users with self-service diagnosis and troubleshooting. The present application can realize user-level network fault diagnosis, and perform troubleshooting and recovery at the same time, reduce user complaints and the workload of customer service and front-line installation and maintenance, reduce labor costs, improve processing efficiency, and enhance user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0056] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0057] Figure 1 A flowchart of a method for troubleshooting home broadband provided in an embodiment of the present application;

[0058] Figure 2 A flowchart of another method for troubleshooting home broadband provided in an embodiment of the present application;

[0059] Figure 3 A schematic diagram of the network structure under the PON port provided in an embodiment of the present application;

[0060] Figure 4 A schematic diagram of the self-service diagnosis and troubleshooting system interface provided in an embodiment of the present application;

[0061] Figure 5 A flowchart of the engineer troubleshooting process provided for the embodiment of the present application;

[0062] Figure 6 A schematic diagram of the structure of a home broadband troubleshooting device provided in an embodiment of the present application;

[0063] Figure 7 A schematic diagram of the structure of another home broadband troubleshooting device provided in an embodiment of the present application.

[0064] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0065] In order to enable those skilled in the art to better understand the technical solution of the present application, the implementation mode of the present application will be further described in detail below with reference to the accompanying drawings.

[0066] It should be understood that the specific embodiments and drawings described herein are only used to explain the present application, rather than to limit the present application.

[0067] It can be understood that, in the absence of conflict, the various embodiments in the present application and the various features in the embodiments can be combined with each other.

[0068] It can be understood that, for the convenience of description, the drawings of the present application only show the parts related to the present application, while the parts unrelated to the present application are not shown in the drawings.

[0069] It can be understood that each unit and module involved in the embodiments of the present application may correspond to only one physical structure, or may be composed of multiple physical structures, or multiple units and modules may be integrated into one physical structure.

[0070] It can be understood that the terms "first", "second", etc. in the embodiments of the present application are used to distinguish different objects, or to distinguish different processing of the same object, rather than to describe a specific order of objects.

[0071] It is understandable that, in the absence of conflict, the functions and steps marked in the flowcharts and block diagrams of the present application may occur in an order different from that marked in the drawings.

[0072] It is understood that the flowcharts and block diagrams of the present application illustrate the possible architectures, functions, and operations of the systems, devices, equipment, and methods according to the various embodiments of the present application. Among them, each box in the flowchart or block diagram may represent a unit, module, program segment, code, which contains executable instructions for implementing the specified functions. Moreover, each box or combination of boxes in the block diagram and flowchart may be implemented by a hardware-based system that implements the specified functions, or by a combination of hardware and computer instructions.

[0073] It can be understood that the units and modules involved in the embodiments of the present application can be implemented by software or hardware, for example, the units and modules can be located in a processor.

[0074] With the promotion of gigabit broadband, the number of existing household broadband users is increasing, and this is accompanied by an increase in the number of fault complaints, resulting in excessive workload for customer service and front-line installation and maintenance, insufficient staff and low efficiency, and the need to invest more manpower costs in after-sales service.

[0075] At present, the method of providing users with troubleshooting guidance and fault solutions by presetting three different scenarios: unable to access the Internet, slow network speed, and frequent disconnection. The main problems are as follows:

[0076] 1. Low applicability: The troubleshooting method is affected by the preset scenarios, and can only determine whether the user belongs to one of the preset scenarios to diagnose the cause;

[0077] 2. Low accuracy: For complex users with multiple problems, this method can only diagnose some problems and cannot accurately diagnose all problems;

[0078] Based on the problems existing in the prior art, the present invention proposes an integrated method and system for fault diagnosis, troubleshooting and fault reporting for home broadband users, including a broadband full-link end-to-end user diagnosis method and a user self-service diagnosis, troubleshooting and fault reporting system, which can solve the problems existing in the existing methods and have the following outstanding advantages:

[0079] 1. High applicability: By diagnosing the entire link of the user channel, it is not limited to specific scenarios;

[0080] 2. High accuracy: Diagnose user failures from all aspects including user fee status, account status, link status, device status, etc., and give all existing problems at one time.

[0081] 3. Easy to operate: The system is mainly for users, providing users with self-service diagnosis, troubleshooting and fault reporting functions. It does not require professional knowledge and is easy for users to operate.

[0082] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0083] The present application provides a method for troubleshooting home broadband. The working process of the method can be implemented by electronic devices, such as computers, handheld smart terminals, etc. For the convenience of explanation, the embodiments of the present application are described with the method execution subject being a computer.

[0084] Figure 1 A schematic diagram of a home broadband troubleshooting method provided in an embodiment of the present application. Figure 2 Another schematic diagram of the home broadband troubleshooting method provided in the embodiment of the present application is as follows: Figure 1 as well as Figure 2 As shown, the present application provides a method for troubleshooting home broadband, the method comprising S1-S4, specifically as follows:

[0085] S1. Collect household broadband related data;

[0086] In some embodiments, in S1, collecting home broadband related data includes: collecting home broadband related data from user optical modems, optical line terminal OLT (Optical Line Terminal) network management, line system, and centralized business support system CBSS (Central Business Support System) system;

[0087] Among them, the home broadband related data includes: user optical modem registration data, optical modem operating status data, OLT uplink port and equipment data, OLT operating status data, OLT downlink port, splitter data, user channel data and user tariff data.

[0088] Specifically, data is first collected from the user's optical modem, OLT network management, line system, and CBSS system. The specific data includes:

[0089] ① User optical modem: optical modem manufacturer and software and hardware versions, optical modem supported speed, optical modem online status, account online status, optical modem receiving / emitting power, optical modem setting mode (routing or bridging), whether WiFi is turned on, optical modem WiFi type (WiFi4, WiFi5 or WiFi6), optical modem IP protocol (ipv4 or ipv6);

[0090] ②OLT network management: OLT model and software and hardware versions, OLT working status, OLT PON port optical module type, optical module working voltage, current, temperature, receiving / emitting power, PON port upstream / downstream bandwidth utilization, OLT upstream bandwidth utilization, user-configured VLAN and other account data;

[0091] ③ Line system: User access data includes user connection BRAS, OLT, PON port, splitter information, user access room and target market, user access method and service type;

[0092] ④CBSS system: user product number, Internet account, billing data, whether arrears, whether online, product category, contracted bandwidth;

[0093] To ensure the real-time nature of the data, the above data is collected and updated once at a preset interval (for example, 30 minutes), and the user wide table is updated.

[0094] S2. Perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information;

[0095] Specifically, the data source tables collected from each system will be subjected to fault analysis and integrated into user broadband tables based on the user dimension, integrating the user's business processing data, tariff billing data, network management alarm data, equipment operation data, channel data, optical modem operation data and other data.

[0096] Optionally, the process of storing the integrated processed user wide table also includes a step of updating the collected data and the user wide table at a specific period.

[0097] In this application, by building a database, such as a MySQL database, data is collected from existing systems to generate a user access table, a user optical modem status table, and a device status table, and stored in the database. To ensure the real-time nature of the data, the data is collected and processed every 30 minutes. The collected data table is analyzed and judged for faults, and a user wide table is generated for storage.

[0098] S3, in response to obtaining a fault query request from a user, performing fault analysis based on the user wide table to obtain a fault analysis result and a corresponding fault solution;

[0099] Specifically, using the user broadband table as the data base, users can enter information such as associated mobile phone numbers, broadband product numbers or broadband Internet accounts. The user broadband table will display the current end-to-end full-link status of the user's broadband, diagnose the cause of the fault and provide corresponding solutions.

[0100] In some embodiments, performing fault analysis based on the user wide table includes at least one of the following:

[0101] OLT equipment status analysis;

[0102] OLT uplink bandwidth analysis;

[0103] Passive optical network PON port downlink bandwidth analysis;

[0104] PON port operation status analysis;

[0105] Fault analysis of the first and second level optical cables at the PON port;

[0106] Analysis of the optical modem’s operating status.

[0107] In some embodiments, the OLT device status analysis includes:

[0108] Obtain alarm commands for each OLT device in the existing network;

[0109] If an OLT off-grid alarm is generated, determine whether there is a power supply equipment alarm;

[0110] If the power supply is off and the battery is not supplying power, it is determined that the fault is caused by the power supply causing the disconnection from the grid;

[0111] If the power supply is normal, determine whether the OLT backup uplink is switched normally. If there is no traffic, determine that the fault is that the OLT is disconnected from the network.

[0112] Specifically, the network management collects alarm commands from each OLT device in the existing network. If an OLT disconnection alarm is generated, first determine whether there is an alarm for the power supply device. If the power supply is off and the battery is not supplying power, it is determined that the power supply caused the disconnection. If the power supply is normal, determine whether the OLT backup uplink is switched normally. If traffic is generated, the service is normal. If there is no traffic, it is determined that the OLT is disconnected.

[0113] In some embodiments, the OLT uplink bandwidth analysis includes:

[0114] The total traffic of the optical network unit ONU under the OLT during the period is obtained, and the average bandwidth utilization rate of the single unit during the period is determined according to the total traffic:

[0115] When the single average bandwidth utilization in the period is greater than a preset threshold, it is determined that the fault is OLT uplink bandwidth congestion.

[0116] Specifically, the total traffic S (in bits) of all ONUs connected to the OLT during the period is collected every 15 minutes, and the average bandwidth utilization R of the single unit during the period is calculated using the following formula:

[0117]

[0118] The denominator is the total number of bits that can be transmitted within 15 minutes by using the total uplink bandwidth of 10 Gbps of the OLT. When R>70%, it is determined that the uplink bandwidth of the OLT is congested.

[0119] In some embodiments, the passive optical network PON port downlink bandwidth analysis includes:

[0120] Obtain the total traffic of the ONUs connected to the PON port during the period, and determine the average bandwidth utilization rate of the single unit during the period according to the total traffic;

[0121] When the single average bandwidth utilization within the period is greater than a preset threshold, it is determined that the fault is congestion of the downstream bandwidth of the PON port.

[0122] Specifically, the total traffic S (in bits) of all ONUs connected to the PON port during the period is collected every 15 minutes, and the average bandwidth utilization R of the single port during the period is calculated using the following formula:

[0123]

[0124] The denominator is the total number of bits that can be transmitted within 15 minutes with a total downstream bandwidth of 2.5 Gbps at the PON port. When R>70%, it is judged that the downstream bandwidth of the PON port is congested.

[0125] In some embodiments, the PON port operation status analysis includes:

[0126] Acquire the operating status data of the PON port optical module, wherein the operating status data includes the operating voltage, operating current, temperature and receiving / emitting power of the optical module;

[0127] If the working voltage exceeds the preset standard voltage range, and / or the working current exceeds the preset standard current range, it is determined that the fault is that the working power supply of the PON port is unstable;

[0128] If the temperature is greater than the preset standard temperature, the fault is determined to be over-temperature;

[0129] If the receiving / emitting power is less than the preset standard power, it is determined that the fault is that the receiving / emitting power of the PON port is too low.

[0130] Specifically, the operating status of the optical module at the PON port is detected, including the operating voltage, current, temperature and receiving / emitting power of the optical module.

[0131] a. If the operating voltage is outside the range of 3.3V to 3.63V, and the operating current is outside the range of 7.00mA to 30.00mA, it is determined that the working power supply of the PON port is unstable. If it is too high, the optical module may be damaged. If it is too low, the optical module will output insufficient optical power, resulting in unstable optical signals received by the optical modem.

[0132] b. If the temperature of the optical module is greater than 55°C, it is judged that the temperature is too high, resulting in a decrease in optical power and sensitivity.

[0133] c. If the optical module receiving power is less than -27dBm, it is judged that the PON port receiving power is too low.

[0134] In some embodiments, the PON port level 1 and level 2 optical cable fault analysis includes:

[0135] Obtain the ONU device information and alarm information under the PON port, match the ONU device registration code LOGID with the line system LOGID data, and construct the network topology of all ONUs under the PON port;

[0136] Primary and secondary optical cable fault analysis is performed based on the network topology.

[0137] Specifically, Figure 3A schematic diagram of the network structure under the PON port provided in the embodiment of the present application is shown in FIG. Figure 3 As shown, all ONU device information and alarm information under the PON port are collected, the ONU device registration code LOGID and the line system LOGID data are matched, and the network topology structure of all ONUs under the PON port is constructed and analyzed, as follows:

[0138] a. Collect ONU device information and ONU optical signal loss alarm under the PON port. Assume that the collected ONUs are x1, x2, x3, ..., x n , n is the ONU ID under the PON port, and all these ONUs belong to the first-level splitter F1;

[0139] b. Match the LOGID and the line data to determine the network splitting structure under the PON port. Assume that the PON port has a two-level splitting structure, where x1, x2, x3, ..., x m Belongs to the secondary splitter F 11 ,x1,x2,x3,……,x m Belongs to the secondary splitter F 12 ;

[0140] c. If all ONUs under the PON port generate ONU optical signal loss alarms, it is judged that the primary optical cable is faulty and the fault location is between the OLT and the primary optical splitter;

[0141] d.If ONUx1,x2,x3,……,x m If both generate an ONU optical signal loss alarm, it is judged that the secondary optical cable is faulty and the fault location is between the primary optical splitter F1 and the secondary optical splitter F 11 Between the primary splitter F1 and the secondary splitter F 12 The optical cable is normal.

[0142] In some embodiments, the optical modem operation status analysis includes:

[0143] Obtain ONU alarm and optical modem status operation data;

[0144] If the optical modem is not online and the ONU power-off alarm is collected, it is determined that the fault is a power problem of the optical modem;

[0145] If the optical signal loss alarm is collected and there is no primary or secondary optical cable fault, the fault is determined to be a terminal sheath cable interruption;

[0146] If the account is not online, make sure you need to dial in again;

[0147] If the optical modem receives light power less than the preset threshold, it is determined that the fault is that the optical modem receives light power too low;

[0148] If the optical modem model does not have a Gigabit Ethernet GE port and the user's contracted bandwidth is greater than the preset threshold, the fault is determined to be a mismatch between the user end and the business;

[0149] If the optical modem turns on WiFi, the user speed will be judged based on the WiFi type to see whether it meets the standard. If the user's contracted bandwidth is gigabit and non-WiFi6 is used, the fault is determined to be that the user's WiFi type does not match the service.

[0150] Specifically, collect ONU alarm and status operation data, and analyze from the aspects of optical modem online status, account online status, received optical power, end-to-end matching, WiFi settings, etc., as follows:

[0151] a. If the optical modem is not online and the ONU power-off alarm is collected, it is judged that there is a problem with the optical modem power supply; if the optical signal loss alarm is collected and there is no primary or secondary optical cable failure, it is judged that the terminal sheath cable is interrupted;

[0152] b. If the account is not online, you need to dial again to log in;

[0153] c. If the optical modem receives optical power <-27dBm, it is judged that the optical modem receives optical power too low;

[0154] d. If the optical modem model does not have a GE port and the user's contracted bandwidth is >100M, the user end is judged to be mismatched;

[0155] e. If the optical modem turns on WiFi, the user's speed is determined to be up to standard based on the WiFi type. If the user's contracted bandwidth is gigabit and is not WiFi6, the user's WiFi type is determined to be incompatible with the service.

[0156] S4. Send the fault analysis result and the corresponding fault solution to the user terminal.

[0157] Specifically, Figure 4 A schematic diagram of the self-service diagnosis and troubleshooting system interface provided in the embodiment of the present application, such as Figure 4 As shown in the figure, users can use the self-service diagnosis system to diagnose broadband. The system will retrieve the corresponding data of the user broadband table that has been processed in the database, display the existing problems and provide corresponding solutions. At the same time, it provides users with basic troubleshooting functions such as "restart optical modem", "kick account offline" and "one-click speed test" to solve problems such as account hanging and improve users' troubleshooting capabilities.

[0158] In some embodiments, users can report faults that cannot be resolved through self-service troubleshooting. The system will automatically match the corresponding installation and maintenance engineers in the target market and dispatch engineers to repair the faults on site in the form of work orders.

[0159] Specifically, Figure 5The engineer troubleshooting process flow chart provided in the embodiment of the present application is as follows: Figure 5 As shown, when the user is unable to recover through self-service diagnosis and troubleshooting, he can click one button to report the fault, and the system will automatically generate a work order and dispatch the installation and maintenance engineer of the corresponding target community for on-site processing.

[0160] This application provides a method for troubleshooting home broadband, which integrates O domain and B domain data by connecting the data of the number line system, network management system, and CBSS system, and directly collects optical modem data, and analyzes and judges to form a user broadband table, providing users with self-service diagnosis and troubleshooting. This application can realize user-level network fault diagnosis, troubleshoot and restore at the same time, reduce user complaints and customer service, front-line installation and maintenance workload, reduce labor costs, improve processing efficiency, and enhance user experience.

[0161] It should be understood that, although the various steps in the flowcharts in the above-described embodiments are sequentially displayed according to the indications of the arrows, these steps are not necessarily executed sequentially in the order indicated by the arrows. Unless there is a clear description in this article, the execution of these steps is not strictly limited in order, and they can be executed in other orders. Moreover, at least a portion of the steps in the figure may include a plurality of sub-steps or a plurality of stages, and these sub-steps or stages are not necessarily executed at the same time, but can be executed at different times, and their execution order is not necessarily to be carried out sequentially, but can be executed in turn or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

[0162] Figure 6 A schematic diagram of a home broadband troubleshooting device provided in an embodiment of the present application is shown in FIG. Figure 6 As shown, the present application provides a home broadband troubleshooting device, the device comprising:

[0163] A data collection module 11, which is configured to collect home broadband related data;

[0164] A data analysis module 12, which is configured to perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information;

[0165] A fault analysis module 13, which is configured to respond to a fault query request from a user, perform fault analysis based on the user wide table, and obtain a fault analysis result and a corresponding fault solution;

[0166] The information sending module 14 is configured to send the fault analysis result and the corresponding fault solution to the user terminal.

[0167] Regarding the limitation of the home broadband troubleshooting device, reference may be made to the limitation of the home broadband troubleshooting method in the above-mentioned embodiments of the present application, which will not be repeated in this embodiment.

[0168] Figure 7 Another schematic diagram of the home broadband troubleshooting device provided in the embodiment of the present application is as follows Figure 7 As shown, in some embodiments, the present application provides a home broadband troubleshooting device, including a memory 22 and a processor 21, the memory stores a computer program, and the processor is configured to run the computer program to execute the home broadband troubleshooting method in the above embodiments of the present application.

[0169] The memory is connected to the processor, the memory may be a flash memory or a read-only memory or other memory, and the processor may be a central processing unit or a single-chip microcomputer.

[0170] In some embodiments, the present application provides a computer-readable storage medium having a computer program stored thereon. When the computer program is executed by a processor, the home broadband troubleshooting method in the above-mentioned embodiments of the present application is implemented.

[0171] The computer-readable storage medium includes volatile or non-volatile, removable or non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, computer program modules or other data). Computer-readable storage media include, but are not limited to, RAM (Random Access Memory), ROM (Read-Only Memory), EEPROM (Electrically Erasable Programmable read only memory), flash memory or other memory technology, CD-ROM (Compact Disc Read-Only Memory), digital versatile disk (DVD) or other optical disk storage, magnetic cassettes, magnetic tapes, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store the desired information and can be accessed by a computer.

[0172] It is to be understood that the above embodiments are merely exemplary embodiments used to illustrate the principles of the present application, but the present application is not limited thereto. For those skilled in the art, various modifications and improvements can be made without departing from the spirit and substance of the present application, and these modifications and improvements are also considered to be within the scope of protection of the present application.

Claims

1. A method for troubleshooting home broadband, characterized in that: The method comprises: S1. Collect household broadband related data; S2. Perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information; S3, in response to obtaining a fault query request from a user, performing fault analysis based on the user wide table to obtain a fault analysis result and a corresponding fault solution; S4. Send the fault analysis result and the corresponding fault solution to the user terminal.

2. The home broadband troubleshooting method according to claim 1, characterized in that: In S1, household broadband related data is collected, including: Collect home broadband related data from user optical modems, optical line terminals (OLT) network management, number line systems, and centralized business support systems (CBSS); Among them, the home broadband related data includes: user optical modem registration data, optical modem operating status data, OLT uplink port and equipment data, OLT operating status data, OLT downlink port, splitter data, user channel data and user tariff data.

3. The home broadband troubleshooting method according to claim 2, characterized in that: Performing fault analysis based on the user wide table includes at least one of the following: OLT equipment status analysis; OLT uplink bandwidth analysis; Passive optical network PON port downlink bandwidth analysis; PON port operation status analysis; Fault analysis of the first and second level optical cables at the PON port; Analysis of the optical modem’s operating status.

4. The method for troubleshooting home broadband according to claim 3, characterized in that: The OLT device status analysis includes: Obtain alarm commands for each OLT device in the existing network; If an OLT off-grid alarm is generated, determine whether there is a power supply equipment alarm; If the power supply is off and the battery is not supplying power, it is determined that the fault is caused by the power supply causing the disconnection from the grid; If the power supply is normal, determine whether the OLT backup uplink is switched normally. If there is no traffic, determine that the fault is that the OLT is disconnected from the network.

5. The home broadband troubleshooting method according to claim 3, characterized in that: The OLT uplink bandwidth analysis includes: The total traffic of the optical network unit ONU under the OLT during the period is obtained, and the average bandwidth utilization rate of the single unit during the period is determined according to the total traffic: When the single average bandwidth utilization in the period is greater than a preset threshold, it is determined that the fault is OLT uplink bandwidth congestion.

6. The home broadband troubleshooting method according to claim 3, characterized in that: The passive optical network PON port downlink bandwidth analysis includes: Obtain the total traffic of the ONUs connected to the PON port during the period, and determine the average bandwidth utilization rate of the single unit during the period according to the total traffic; When the single average bandwidth utilization within the period is greater than a preset threshold, it is determined that the fault is congestion of the downstream bandwidth of the PON port.

7. The method for troubleshooting home broadband according to claim 3, characterized in that: The PON port operation status analysis includes: Acquire the operating status data of the PON port optical module, wherein the operating status data includes the operating voltage, operating current, temperature and receiving / emitting power of the optical module; If the working voltage exceeds the preset standard voltage range, and / or the working current exceeds the preset standard current range, it is determined that the fault is that the working power supply of the PON port is unstable; If the temperature is greater than the preset standard temperature, the fault is determined to be over-temperature; If the receiving / emitting power is less than the preset standard power, it is determined that the fault is that the receiving / emitting power of the PON port is too low.

8. The home broadband troubleshooting method according to claim 3, characterized in that: The PON port level 1 and level 2 optical cable fault analysis includes: Obtain the ONU device information and alarm information under the PON port, match the ONU device registration code LOGID with the line system LOGID data, and construct the network topology of all ONUs under the PON port; Primary and secondary optical cable fault analysis is performed based on the network topology.

9. The home broadband troubleshooting method according to claim 3, characterized in that: The optical modem operation status analysis includes: Obtain ONU alarm and optical modem status operation data; If the optical modem is not online and the ONU power-off alarm is collected, it is determined that the fault is a power problem of the optical modem; If the optical signal loss alarm is collected and there is no primary or secondary optical cable fault, the fault is determined to be a terminal sheath cable interruption; If the account is not online, make sure you need to dial in again; If the optical modem receives light power less than the preset threshold, it is determined that the fault is that the optical modem receives light power too low; If the optical modem model does not have a Gigabit Ethernet GE port and the user's contracted bandwidth is greater than the preset threshold, the fault is determined to be a mismatch between the user end and the business; If the optical modem turns on WiFi, the user speed will be judged based on the WiFi type to see whether it meets the standard. If the user's contracted bandwidth is gigabit and non-WiFi6 is used, the fault is determined to be that the user's WiFi type does not match the service.

10. A home broadband troubleshooting device, characterized in that: The device comprises: A data collection module configured to collect home broadband related data; A data analysis module, which is configured to perform data analysis based on the home broadband related data, and generate a user broadband table based on the analysis results, wherein the user broadband table includes device operation information of the channel where the user is located, user account tariff information, and fault analysis information; A fault analysis module, which is configured to respond to a fault query request from a user, perform fault analysis based on the user wide table, and obtain a fault analysis result and a corresponding fault solution; An information sending module is configured to send the fault analysis result and the corresponding fault solution to a user terminal.

11. A home broadband troubleshooting device, characterized in that: The method comprises a memory and a processor, wherein the memory stores a computer program, and the processor is configured to run the computer program to implement the home broadband troubleshooting method according to any one of claims 1 to 9.

12. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the home broadband troubleshooting method according to any one of claims 1 to 9 is implemented.

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