Non-responsive CPE Detection via Toggle Interface Signals
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Solution Overview
Problem
Troubleshooting non-responsive Customer Premise Equipment (CPE) in cable networks is an intrusive, disruptive, and time-consuming process, especially when it involves rebooting devices, which can disrupt VoIP services and complicate customer service resolution.
Innovation Solution
The system detects and remediates non-responsive CPE devices by using a method that interacts between the service operator network and the CPE, employing guided and proactive integration techniques to reset the connection between the cable modem and CPE without rebooting, utilizing toggle interface signals to enable or disable the logical connection, and verifying responsiveness at both data link and network layers.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If traditional troubleshooting methods are used to detect non-responsive CPE, then the problem can be identified, but the process becomes intrusive and disruptive to customer service
Solution Approach 1:
The patent introduces a CPE agent as an intermediary component that runs on the customer premise equipment. This agent communicates with the network operations center to report CPE status and receive remediation instructions, eliminating the need for direct intrusive interactions between the network and customer devices. The agent mediates all communications, allowing reliable detection without customer disruption.
Solution Approach 2:
The CPE agent enables the customer premise equipment to self-report its status and self-remediate issues through automated actions. The agent continuously monitors CPE responsiveness and automatically executes remediation steps (such as toggling interfaces) based on network instructions, eliminating the need for manual customer intervention or disruptive reboots.
2Reliability
If manual troubleshooting procedures are employed, then non-responsive CPE can be detected, but the process becomes time-consuming and labor-intensive
Solution Approach 1:
The system performs preliminary actions by pre-deploying the CPE agent on customer equipment before issues occur. The agent continuously monitors CPE status and maintains communication channels open, so when a responsiveness issue arises, detection and remediation can begin immediately without manual intervention or prolonged troubleshooting.
Solution Approach 2:
The CPE agent establishes continuous feedback loops between the customer premise equipment and the network operations center. The agent reports CPE status in real-time and receives automated remediation instructions, enabling rapid detection and resolution without time-consuming manual troubleshooting procedures.
3Reliability
If CPE rebooting is performed to resolve non-responsive issues, then device functionality can be restored, but VoIP services and other customer services are disrupted
Solution Approach 1:
The patent segments the CPE into multiple functional components that can be independently managed. Instead of rebooting the entire device, the system toggles specific interfaces or individual functional modules through the CPE agent, restoring responsiveness while keeping other services (such as VoIP) continuously operational.
Solution Approach 2:
The system changes operational parameters of the CPE by toggling interface states (enabled/disabled) rather than resetting the entire device. The CPE agent receives instructions to modify specific interface parameters, restoring functionality without the service disruption caused by full reboots.
4Productivity
If automated remediation systems are implemented, then service restoration speed improves, but system complexity increases
Solution Approach 1:
The CPE agent is designed as a universal, multi-functional component that handles multiple tasks: monitoring CPE responsiveness, communicating with the network operations center, executing remediation actions, and reporting status. This single multi-functional agent simplifies the overall system architecture compared to having separate specialized components for each function.
Data Source
AI summary
In a cable network, embodiments detect and remediate a non-responsive customer premise equipment (CPE) device in a customer's premise with minimal or no interaction with a customer. Embodiments may detect and remediate a non-responsive CPE device without rebooting the non-responsive CPE device or the associated cable modem. Embodiments include troubleshooting a data link layer (e.g., Open System Interconnection (OSI) layer 2, or media access control (MAC) layer) and a network layer (e.g., OSI layer 3, or Internet layer) between a service operator network and the non-responsive CPE device. Embodiments include a guided integration and a proactive integration method, computer program product, and system to reduce and/or eliminate the need for a customer service representative to reboot a cable modem, and/or for a customer to reboot a non-responsive CPE device resulting in a fast and less disruptive service experience for the customer.