A home broadband troubleshooting method, device and readable storage medium

Abstract

The application provides a home broadband obstacle removing method and device and a readable storage medium. The method comprises the following steps: collecting home broadband related data; performing data analysis according to the home broadband related data, generating a user wide table based on the analysis result, wherein the user wide table comprises device running information of a user access path, user account tariff information and fault analysis information; in response to obtaining a 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. The application can realize network fault diagnosis at the user level, simultaneously perform obstacle removing recovery, reduce user complaints and customer service and first-line installation and maintenance workload, reduce labor cost, improve processing efficiency, and improve user experience.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of Internet communication, and particularly relates to a home broadband troubleshooting method and device and a readable storage medium. BACKGROUND

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

[0003] Optical fiber communication can achieve faster transmission rate, larger communication capacity and lower transmission loss, but passive optical network also means higher difficulty in monitoring. Once the broadband fails, the user cannot find the cause of the failure, and needs to call the maintenance personnel to troubleshoot.

[0004] However, the current operator provides the user with troubleshooting guidance and fault solution scheme, and there are problems of low applicability and low accuracy. SUMMARY

[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 in the prior art.

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

[0007] S1, collecting home broadband related data;

[0008] S2, performing data analysis according to the home broadband related data, and generating a user broadband table based on the analysis result, wherein the user broadband table comprises device running information of a path where the user is located, user account tariff information and fault analysis information;

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

[0010] S4, sending the fault analysis result and the corresponding fault solution scheme to a user terminal.

[0011] In some embodiments, in S1, the home broadband related data is collected, comprising:

[0012] The home broadband related data is collected from a user optical modem, an optical line terminal OLT network management, a number line system and a centralized business support system CBSS system;

[0013] The home broadband related data includes user optical modem registration data, optical modem running state data, OLT uplink port and device data, OLT running state data, OLT down-hanging port, optical splitter data, user channel data and user tariff data.

[0014] In some embodiments, the fault analysis is based on the user broadband table, including at least one of:

[0015] OLT device state analysis;

[0016] OLT uplink bandwidth analysis;

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

[0018] PON port running state analysis;

[0019] PON port next and second-level cable fault analysis;

[0020] Optical modem running state analysis.

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

[0022] Obtaining an alarm command of each OLT device in the existing network;

[0023] If an OLT off-network alarm is generated, it is determined whether there is a power supply device alarm;

[0024] If the power supply has been powered off and the storage battery does not supply power, it is determined that the fault is caused by the power supply off-network;

[0025] If the power supply is normal, it is determined whether the OLT backup uplink is normally switched to operate, and if there is no flow, it is determined that the fault is OLT off-network.

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

[0027] Obtaining the total flow of the optical network unit ONU down-hanging from the OLT within a period, and determining the single average bandwidth utilization rate within the period according to the total flow;

[0028] When the single average bandwidth utilization rate within 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 fiber network PON port downlink bandwidth analysis includes:

[0030] Obtaining the total flow of the ONU down-hanging from the PON port within a period, and determining the single average bandwidth utilization rate within the period according to the total flow;

[0031] When the single average bandwidth utilization in a period is greater than a preset threshold, the fault is determined as PON port downlink bandwidth congestion.

[0032] In some embodiments, the PON port running state analysis comprises:

[0033] Obtaining running state data of the PON port optical module, the running state data comprising working voltage, working current, temperature and receiving / transmitting optical power of the optical module;

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

[0035] If the temperature is greater than a preset standard temperature, the fault is determined as excessively high temperature;

[0036] If the receiving / transmitting optical power is less than a preset standard power, the fault is determined as excessively low PON port receiving / transmitting optical power.

[0037] In some embodiments, the PON port first / second level optical cable fault analysis comprises:

[0038] Obtaining ONU device information and alarm information under the PON port, matching ONU device registration code LOGID and line system LOGID data to construct a network topology structure of all ONUs under the PON port;

[0039] Performing first / second level optical cable fault analysis based on the network topology structure.

[0040] In some embodiments, the optical CAT running state analysis comprises:

[0041] Obtaining ONU alarm and optical CAT state running data;

[0042] If the optical CAT is offline and a power-off alarm of the ONU is collected, the fault is determined as optical CAT power supply problem;

[0043] If an optical signal loss alarm is collected and there is no first / second level optical cable fault, the fault is determined as interruption of the terminal skin wire;

[0044] If the account is offline, it is determined that re-dialing login is needed;

[0045] If the optical CAT received optical power is less than a preset threshold, the fault is determined as excessively low optical CAT received optical power;

[0046] If the optical CAT model does not have a gigabit Ethernet GE port and the user subscription bandwidth is greater than a preset threshold, the fault is determined as user end industry mismatch;

[0047] If the optical modem turns on WiFi, the user speed will be determined to be qualified based on the WiFi type. If the user's contracted bandwidth is gigabit and non-WiFi6 is used, the fault is determined to be a mismatch between the user's WiFi type and 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 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 user's channel, user account tariff information, and fault analysis information;

[0051] a fault analysis module 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] The information sending module is configured to send the fault analysis result and the corresponding fault solution to the 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 application provides a broadband troubleshooting method, device and readable storage medium. The method comprises the following steps: collecting broadband related data; performing data analysis according to the broadband related data, generating a user broadband table based on the analysis result, wherein the user broadband table comprises device running information of a user access path, user account tariff information and fault analysis information; in response to a fault query request of a user, performing fault analysis based on the user broadband 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. The application provides a broadband troubleshooting method. By collecting data of a number line system, a network management system and a CBSS system, and by collecting data of a modem directly, O-domain and B-domain data are integrated and analyzed to form a user broadband table, thereby providing user self-diagnosis and troubleshooting. The application can realize user-level network fault diagnosis and troubleshooting recovery, reduce user complaints and customer service and first-line installation and maintenance workload, reduce labor costs, improve processing efficiency and improve user experience. BRIEF DESCRIPTION OF DRAWINGS

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

[0057] Figure 1 A flowchart of a broadband troubleshooting method provided by an embodiment of the application;

[0058] Figure 2 A flowchart of another broadband troubleshooting method provided by an embodiment of the application;

[0059] Figure 3 A network structure diagram of a PON port provided by an embodiment of the application;

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

[0061] Figure 5 An engineer troubleshooting process diagram provided by an embodiment of the application;

[0062] Figure 6 A structure diagram of a broadband troubleshooting device provided by an embodiment of the application;

[0063] Figure 7 A structure diagram of another broadband troubleshooting device provided by an embodiment of the application.

[0064] The specific embodiments of the present application have been shown through the above drawings, and will be described in more detail hereinafter. The drawings and the written description are not intended to limit the scope of the present application in any way, but to explain the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0065] In order for those skilled in the art to better understand the technical solutions of the present application, the embodiments of the present application will be further described in detail below with reference to the drawings.

[0066] It can be understood that the specific embodiments and drawings described herein are only used to explain the present application, but not to limit the present application.

[0067] It can be understood that the embodiments in the present application and the features in the embodiments can be combined with each other without conflict.

[0068] It can be understood that, for the convenience of description, only parts related to the present application are shown in the drawings of the present application, and 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 can only correspond to one entity structure, or can be composed of multiple entity structures, or multiple units and modules can be integrated into one entity structure.

[0070] It can be understood that the terms "first", "second" and the like in the embodiments of the present application are used to distinguish different objects, or to distinguish different treatments of the same object, but not to describe a specific order of the object.

[0071] It can be understood that the functions, steps marked in the flowcharts and block diagrams of the present application can occur in an order different from that marked in the drawings without conflict.

[0072] It can be understood that in the flowcharts and block diagrams of the present application, the system, device, equipment, method according to the embodiments of the present application are shown as the possible implementation architecture, function and operation. Each block in the flowchart or block diagram can represent a unit, module, program segment, code, which contains executable instructions for realizing the specified function. Moreover, each block or combination of blocks in the block diagram and flowchart can be realized by a hardware-based system for realizing the specified function, 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 realized in the form of software, or can be realized in the form of hardware, for example, the units and modules can be located in a processor.

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

[0075] Currently, by presetting three different scenarios of no access to the Internet, slow network speed, and frequent disconnection, a method of providing troubleshooting guidance and fault solution for users is provided, which mainly has the following problems:

[0076] 1. Low applicability: The troubleshooting method is affected by the preset scenario, and only one of the user's belonging to the preset scenario can be determined 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 application provides a broadband user fault diagnosis, troubleshooting and reporting integration method and system, which includes a broadband full-link end-to-end user diagnosis method, a user self-diagnosis, troubleshooting and reporting system, which can solve the problems existing in the prior art, and has the following advantages:

[0079] 1. High applicability: The user's access is diagnosed, and it is not limited by specific scenarios;

[0080] 2. High accuracy: The user's fault is diagnosed from the user's tariff state, account state, link state, and device state, and all existing problems are given at one time.

[0081] 3. Easy to operate: The system is mainly for users, providing user self-diagnosis and troubleshooting, and reporting functions, without the need for professional knowledge, and users can easily operate.

[0082] The technical solutions of the present application and how the technical solutions of the present application solve the above technical problems will be described in detail below with specific examples. The following specific examples can be combined with each other, and the same or similar concepts or processes may not be described again in some examples. The embodiments of the present application will be described below with reference to the accompanying drawings.

[0083] The present application provides a broadband troubleshooting method, and the working process of the method can be realized by electronic devices such as computers, handheld intelligent terminals, etc. For ease of explanation, the method execution subject in each embodiment of the present application is a computer.

[0084] Figure 1 A schematic diagram of the broadband troubleshooting method provided by the embodiments of the present application, Figure 2 Another schematic diagram of the broadband troubleshooting method provided by the embodiments of the present application, asFigure 1 and Figure 2 As shown in the accompanying drawings, the present application provides a home broadband obstacle removing method, which comprises S1-S4 and is specifically as follows:

[0085] S1, collecting home broadband related data;

[0086] In some embodiments, in S1, the home broadband related data is collected, comprising: collecting the home broadband related data from a user optical modem, an optical line terminal (OLT) network management, a number line system and a central business support system (CBSS) system;

[0087] The home broadband related data comprises: user optical modem registration data, optical modem running state data, OLT uplink port and device data, OLT running state data, OLT down-hanging port, optical splitter data, user access data and user tariff data.

[0088] Specifically, the data is first collected from the user optical modem, the OLT network management, the number line system and the CBSS system, and the specific data comprises:

[0089] ① User optical modem: optical modem manufacturer and software and hardware version, optical modem support rate, optical modem online state, account online state, optical modem receiving / transmitting optical power, optical modem setting mode (routing or bridging), whether to open WiFi, optical modem WiFi type (WiFi4, WiFi5 or WiFi6), optical modem IP protocol (ipv4 or ipv6);

[0090] ② OLT network management: OLT model and software and hardware version, OLT working state, OLT PON port optical module type, optical module working voltage, current, temperature, receiving / transmitting optical power, PON port uplink / downlink bandwidth utilization, OLT uplink bandwidth utilization, user configuration VLAN and other account data;

[0091] ③ Number line system: user access data comprises user link BRAS, OLT, PON port, optical splitter information, user belonging to access interval and target market, user access mode and service type;

[0092] ④ CBSS system: user product number, online account, account data, whether to be in arrears, whether to be online, product category, signed bandwidth;

[0093] In order to ensure the real-time data, the above data is collected and updated once at a preset interval (for example, 30 minutes), and the user broadband table is updated.

[0094] S2, performing data analysis based on the home broadband related data, and generating a user wide table based on an analysis result, the user wide table including device operation information of a path where the user is located, user account tariff information, and fault analysis information;

[0095] Specifically, the data source tables collected from the systems are subjected to fault analysis, and are integrated into a user wide table in a user dimension, and the user wide table integrates business handling data, tariff account data, network management alarm data, device operation data, path data, and optical modem operation data of the user.

[0096] Optionally, in the process of storing the user wide table after integration processing, the steps of periodically updating the collected data and the user wide table are further included.

[0097] In the present application, a database, for example, a MySQL database, is built, and user path tables, user optical modem state tables, and device state tables are generated by collecting data from existing systems and stored in the database. To ensure real-time data, the collection and processing are performed once every 30 minutes. The collected data tables are subjected to fault analysis and judgment, and a user wide table is generated and stored.

[0098] S3, in response to a 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;

[0099] Specifically, the user wide table is taken as a data base, and the user can input information such as an associated mobile phone number, a broadband product number, or a broadband online account number, and the current user broadband end-to-end full-link state is displayed through the user wide table, the fault cause is diagnosed, and a corresponding solution is provided.

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

[0101] OLT device state analysis;

[0102] OLT uplink bandwidth analysis;

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

[0104] PON port operation state analysis;

[0105] PON port next-level and second-level cable fault analysis;

[0106] Optical modem operation state analysis.

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

[0108] Obtaining alarm commands of each OLT device in the existing network;

[0109] If the OLT off-network alarm is generated, it is determined whether there is a power supply device alarm;

[0110] If the power supply has been powered off and the battery is not powered, it is determined that the fault is caused by the power supply off-network;

[0111] If the power supply is normal, it is determined whether the OLT backup uplink is normally switched to run, and if there is no traffic, it is determined that the fault is OLT off-network.

[0112] Specifically, the network management is used to collect the alarm commands of each OLT device in the network. If the OLT off-network alarm is generated, it is determined whether there is a power supply device alarm. If the power supply has been powered off and the battery is not powered, it is determined that the fault is caused by the power supply off-network. If the power supply is normal, it is determined whether the OLT backup uplink is normally switched to run, and if there is no traffic, it is determined that the fault is OLT off-network.

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

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

[0115] When the single average bandwidth utilization rate 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 (unit bit Bit) of all the ONUs under the OLT in the period is collected every 15 minutes, and the single average bandwidth utilization rate R in the period is calculated using the following formula:

[0117]

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

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

[0120] The total traffic of the ONU under the PON port in the period is obtained, and the single average bandwidth utilization rate in the period is determined according to the total traffic;

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

[0122] Specifically, the total traffic S (unit bit Bit) of all the ONUs under the PON port in the period is collected every 15 minutes, and the single average bandwidth utilization rate R in 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 by the PON port downstream total bandwidth 2.5Gbps. When R>70%, it is determined that the PON port downstream bandwidth is congested.

[0125] In some embodiments, the PON port running state analysis includes:

[0126] Obtaining running state data of the PON port optical module, the running state data including working voltage, working current, temperature, and receiving / transmitting optical power of the optical module;

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

[0128] If the temperature is greater than the preset standard temperature, it is determined that the fault is high temperature;

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

[0130] Specifically, detecting the PON port optical module running state includes working voltage, current, temperature, and receiving / transmitting optical power of the optical module.

[0131] a. If the working voltage is outside 3.3V to 3.63V, and the working current is outside 7.00mA to 30.00mA, it is determined that the PON port working power supply is unstable, and the high temperature may damage the optical module, and the low temperature leads to insufficient optical module output optical power, resulting in unstable optical modem receiving optical signal.

[0132] b. If the optical module temperature is >55℃, it is determined that the temperature is too high, resulting in low optical power and low sensitivity.

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

[0134] In some embodiments, the PON port next-level and second-level optical cable fault analysis includes:

[0135] Obtaining PON port ONU device information and alarm information, matching ONU device registration code LOGID and number line system LOGID data to construct a network topology structure of all ONUs under the PON port;

[0136] Based on the network topology structure, first-level and second-level optical cable fault analysis is performed.

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

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

[0139] b. Match LOGID and number line data to determine the network optical splitting structure under the PON port, and suppose that the network optical splitting structure under the PON port is a two-level optical splitting structure, wherein x1, x2, x3, …, x m belong to a two-level optical splitter F 11 x1, x2, x3, …, x m belong to a two-level optical splitter F 12 ;

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

[0141] d. If ONUs x1, x2, x3, …, x m all generate ONU optical signal loss alarm, it is judged that the two-level optical cable is faulty, and the fault position is located between the first optical splitter F1 and the two-level optical splitter F 11 , and the optical cable between the first optical splitter F1 and the two-level optical splitter F 12 is normal.

[0142] In some embodiments, the optical modem running state analysis includes:

[0143] Obtain ONU alarm and optical modem state running data;

[0144] If the optical modem is offline and ONU power-down alarm is collected, it is determined that the fault is the optical modem power supply problem;

[0145] If optical signal loss alarm is collected and there is no one-level or two-level optical cable fault, it is determined that the fault is the interruption of the terminal skin wire;

[0146] If the account is offline, it is determined that re-dialing login is needed;

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

[0148] If the optical modem model does not have a Gigabit Ethernet (GE) port, and the user's subscribed bandwidth is greater than a preset threshold, it is determined that the fault is that the user's end service does not match;

[0149] If the optical modem opens WiFi, it is determined that the fault is that the user's WiFi type does not match the service according to whether the user rate can reach the standard according to the WiFi type, if the user's subscribed bandwidth is gigabit, and non-WiFi6 is used.

[0150] Specifically, ONU alarm and state running data are collected, and online state of the optical modem, online state of the account, received optical power, end service matching, WiFi setting and the like are analyzed, and the specific analysis is as follows:

[0151] a. If the optical modem is not online, and the ONU power-down alarm is collected, it is determined that the optical modem power supply problem; if the optical signal loss alarm is collected, and there is no first-level or second-level cable fault, it is determined that the end terminal wire is interrupted;

[0152] b. If the account is not online, it needs to be logged in again;

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

[0154] d. If the optical modem model does not have a GE port, and the user's subscribed bandwidth is greater than 100M, it is determined that the user's end service does not match;

[0155] e. If the optical modem opens WiFi, it is determined that the user's WiFi type does not match the service according to whether the user rate can reach the standard according to the WiFi type, if the user's subscribed bandwidth is gigabit, and non-WiFi6 is used.

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

[0157] Specifically, Figure 4 The self-diagnosis and troubleshooting system interface provided by the embodiment of the application is shown in the figure Figure 4 As shown, the user can perform broadband diagnosis through the self-diagnosis system, the system can call the corresponding data of the user broadband table which has been processed in the database, display the existing problems and give the corresponding solutions. At the same time, the system provides the user with basic troubleshooting functions such as "restarting the optical modem", "kicking the account offline" and "one-key speed test", solves the problem of account hanging and the like, and improves the user's troubleshooting ability.

[0158] In some embodiments, the user can report a fault if the fault cannot be solved through self-troubleshooting, the system automatically matches the target market corresponding to the installation and maintenance engineer, and the engineer is dispatched to repair the fault in the form of a work order.

[0159] Specifically, Figure 5The engineer barrier processing flowchart provided by the embodiment of the present application is shown in FIG. 1. Figure 5 When the user cannot be recovered through the self-diagnosis and troubleshooting system, the one-key trouble reporting can be clicked, and the system will automatically generate a work order to dispatch the installation and maintenance engineers of the corresponding target cell to handle the on-site processing.

[0160] The present application provides a home broadband troubleshooting method, which integrates O-domain and B-domain data by breaking through the data of the number line system, network management system and CBSS system, and directly sampling the data of the optical modem, and analyzes and judges to form a user broadband table to provide user self-diagnosis and troubleshooting. The present application can realize user-level network fault diagnosis and simultaneously perform troubleshooting recovery, reduce user complaints and customer service and first-line installation and maintenance workload, reduce labor costs, improve processing efficiency and improve user experience.

[0161] It should be understood that although each step in the flowchart in the above embodiment is displayed in sequence according to the arrow, these steps are not necessarily executed in the order indicated by the arrow. Unless otherwise specified herein, the execution of these steps is not strictly limited in sequence, and they can be executed in other orders. Moreover, at least part of the steps in the figure can include multiple sub-steps or multiple stages, which are not necessarily executed at the same time, but can be executed at different times, and the execution order is not necessarily sequential, but can be alternately executed with at least part of other steps or sub-steps or stages of other steps.

[0162] Figure 6 The schematic diagram of the home broadband troubleshooting device provided by the embodiment of the present application is shown in FIG. 2. Figure 6 The present application provides a home broadband troubleshooting device, which comprises:

[0163] The data acquisition module 11 is configured to acquire home broadband related data;

[0164] The data analysis module 12 is configured to perform data analysis according to the home broadband related data, and generate a user broadband table based on the analysis result, wherein the user broadband table comprises device running information of a path where the user is located, user account tariff information and fault analysis information;

[0165] The fault analysis module 13 is configured to respond to a fault query request of a user, perform fault analysis based on the user broadband 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 a user terminal.

[0167] For the limitation of the home broadband obstacle removing device, the limitation of the home broadband obstacle removing method in the above embodiments of the present application can be referred to, and the present embodiment will not be repeated here.

[0168] Figure 7 Another schematic diagram of the home broadband obstacle removing device provided by the embodiments of the present application is shown in FIG. 2, in some embodiments, the present application provides a home broadband obstacle removing device, which comprises 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 obstacle removing method in the above embodiments of the present application. Figure 7

[0169] The memory is connected with the processor, and the memory can adopt a flash memory or a read-only memory or other memories, and the processor can adopt a central processing unit or a single-chip microcomputer.

[0170] In some embodiments, the present application provides a computer readable storage medium, which stores a computer program, and the computer program is executed by a processor to implement the home broadband obstacle removing method in the above embodiments of the present application.

[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. The computer readable storage medium includes but is not limited to RAM (Random Access Memory), ROM (Read-Only Memory), EEPROM (Electrically Erasable Programmable read only memory), flash memory or other memory technologies, CD-ROM (Compact Disc Read-Only Memory), digital versatile disc (DVD) or other optical disc storage, magnetic cassette, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and can be accessed by a computer.

[0172] It can be understood that the above embodiments are only exemplary embodiments adopted for illustrating the principles of the present application, and the present application is not limited thereto. Various modifications and improvements can be made by those skilled in the art without departing from the spirit and essence of the present application, and these modifications and improvements are also regarded as the protection scope 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. Analyze the home broadband data and generate a user broadband table based on the analysis results. The user broadband table includes device operation information of the user's access channel, user account fee 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; In S1, home broadband-related data is collected, including: Collect home broadband-related data from user optical modems, optical line terminals (OLTs), network management, line systems, and centralized business support systems (CBSSs); The home broadband related data includes: user optical modem registration data, optical modem operating status data, OLT uplink port and device data, OLT operating status data, OLT downlink port, optical splitter data, user access data and user tariff data; In S3, fault analysis is performed based on the user wide table, including: 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; Optical modem operating status analysis; In S4, in response to the user performing broadband diagnosis through the self-service diagnosis system, the corresponding data of the processed user broadband table in the database is retrieved, the problem is displayed and the corresponding solution is given; in response to the fault that the user cannot solve through self-service troubleshooting, the fault is reported, and the corresponding installation and maintenance engineer in the target market is automatically matched, and the engineer is dispatched to the site to repair the fault in the form of a work order.

2. The home broadband troubleshooting method according to claim 1, characterized in that: The OLT device status analysis includes: Obtain alarm commands for each OLT device in the existing network; If an OLT disconnection alarm is generated, determine whether there is a power supply equipment alarm; If the power supply is cut 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 switching normally. If there is no traffic, determine that the fault is OLT disconnected from the network.

3. The home broadband troubleshooting method according to claim 1, characterized in that: The OLT uplink bandwidth analysis includes: Obtain the total traffic volume of the optical network unit (ONU) connected to the OLT during a period, and determine the average bandwidth utilization rate of the unit during the period based on the total traffic volume: When the single average bandwidth utilization in the period is greater than a preset threshold, the fault is determined to be OLT uplink bandwidth congestion.

4. The home broadband troubleshooting method according to claim 1, 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 of the unit during the period based on the total traffic; When the single average bandwidth utilization within the period is greater than a preset threshold, the fault is determined to be congestion of the downstream bandwidth of the PON port.

5. The home broadband troubleshooting method according to claim 1, characterized in that: The PON port operation status analysis includes: Obtaining operating status data of the PON port optical module, the operating status data including the operating voltage, operating current, temperature, and receiving / emitting power of the optical module; If the operating voltage exceeds the preset standard voltage range, and / or the operating current exceeds the preset standard current range, it is determined that the fault is unstable working power supply of the PON port; If the temperature is greater than the preset standard temperature, the fault is determined to be too high 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.

6. The home broadband troubleshooting method according to claim 1, characterized in that: The PON port level 1 and level 2 optical cable fault analysis includes: Obtain 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; Perform primary and secondary optical cable fault analysis based on the network topology.

7. The home broadband troubleshooting method according to claim 1, characterized in that: The optical modem operation status analysis includes: Obtain ONU alarms and optical modem status data; If the optical modem is offline and an ONU power-off alarm is detected, the fault is determined to be a power problem with the optical modem. If an optical signal loss alarm is detected and there is no primary or secondary optical cable fault, the fault is determined to be a disconnection of the terminal sheath cable. If the account is not online, make sure you need to dial in again; If the optical modem's received optical power is less than the preset threshold, the fault is determined to be due to the optical modem's received optical power being 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 user-side business mismatch; If the optical modem turns on WiFi, the user speed will be determined to be qualified based on the WiFi type. If the user's contracted bandwidth is gigabit and non-WiFi6 is used, the fault is determined to be a mismatch between the user's WiFi type and the service.

8. 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 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 user's channel, user account tariff information, and fault analysis information; a fault analysis module 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; The data collection module is specifically configured to collect home broadband related data from the user's optical modem, optical line terminal (OLT) network management, line system, and centralized business support system (CBSS); wherein the home broadband related data includes: user optical modem registration data, optical modem operating status data, OLT uplink port and device data, OLT operating status data, OLT downlink port, optical splitter data, user access data, and user tariff data; The fault analysis module performs fault analysis based on the user broadband table, including: OLT device status analysis; OLT uplink bandwidth analysis; passive optical network PON port downlink bandwidth analysis; PON port operation status analysis; PON port level 1 and level 2 optical cable fault analysis; optical modem operation status analysis; The information sending module is specifically configured to, in response to a user performing broadband diagnosis through a self-service diagnostic system, retrieve the corresponding data of the user broadband table that has been processed in the database, display the existing problems and provide corresponding solutions; in response to a fault that the user cannot solve through self-service troubleshooting, report the fault and automatically match the corresponding installation and maintenance engineer in the target market, and dispatch an engineer to the site to repair the fault in the form of a work order.

9. 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 7.

10. A computer-readable storage medium, characterized in that The computer-readable storage medium stores a computer program, which, when executed by a processor, implements the home broadband troubleshooting method according to any one of claims 1 to 7.

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