MIOTV RESTORATION SOP CHECKLIST

Customer reference: Date:

Maintenance Check

1.  If the line synch-Up rate at the socket is below 18Mbps, recommend to replace the telephone
cable between DP/IP to the telephone socket where RG is to be connected. We may need
surface trunking till the socket.

2.  Replace the telephone socket connecting to the RG if it is corroded or or poor quality.

3.  Record the ADSL line specifications via FMS

4.  Offer new DEL free of charge to customers if line bandwidth is poor and they share SNBB on
same DEL after diagnosing other root causes (like DP to home wiring, CHC and physical setup)

5.  Check available telephone sockets to identify optimal location for modem and STB (locate
modem near TV if a DEL is available)

6.  Ensure all cables are tightly fitted and connections are made properly to the RG and STB.
Educate customers on right cable and physical setup

7.  Ensure STB is not stacked together with other heat generating devices. Advise customer to
ensure good ventilation for the STB.

8.  Change out the 2Wire ‘Grey’ modem

9.  Check build of the Modem and firmware. If it is an Aztech old firmware version, change to the
new firmware build or replace to a new modem.

10. Exchange the ‘silver’ remote controller to the ‘black’ model

11. If CHC is used, explain the potential performance problems customer may encounter and
recommend using UTP Cat5e wiring, which is free of charge, offers better quality and future proof. At
the same time, SingTel will waive future charges for CHC.

12. If customer insists on keeping CHC, persuade customers to convert to wiring instead of
CHC/Ruckus using the new script and tell that SingTel cannot guarantee quality of electrical
wiring. In FMS COF2, mark this as Customer rejected change of CHC to wiring.

13. Educate customers on how to power on and power off CHC simultaneously

14. Ensure all sockets with telephone have microfilters connected

15. Check that an advisory note ‘DO NOT DISCONNECT’ is attached to the microfilter

16.  Label all empty phone sockets “TO USE, PLEASE CONNECT MICROFILTER”

17.  Test and check at the STB end of the RJ45 connector that the video signal meets IPTV
standards for HD and SD streams with a handheld tester.
 MIOTV RESTORATION SOP CHECKLIST
18. Check in the Subscriber Management System to verify that all account information pertaining to
the service is correct (IPTV, DSLAM, Billing info, etc)

19.  Educate the customer on the mioTV Quick Start Guide 5 procedures.

20.  Leave the TV guide and quick trouble shooting guide for customer
Closing Process

1.  Making in/out going call from all phones and observe that mioTV is okay

2.  Make sure all services are available and functioning properly

3.  Clean and tidy up work space

4.  Prepare service report form to be verified and signed by Customer

5.  Update Cause of Fault and put Job Status to “Done”

Name of technician: Signature:

--------------------------------------------------------------------------------------------------------------------------

Passing Criteria

A. For DSL (RG’s readings)

DSL Line Rate > 18Mbps

Attenuation < 20dB Downstream
CRC < 3 per min
Uncancelled Echo < -10 for 2Wire, < 40 for Aztech

B. For Copper (Apply to JDSU tester)

Vdc <3
Vac <3
Resistance > 10M Ohm
Opens < 15000 ft
Capacitive Balance < 1%
Longitudinal Balance > 60dB
Wideband Noise (100 ohm term, G filter) < -45dBm
Impulse Noise (100 ohm term, G filter) < 50dBrnC

C. For IPTV (Apply to JDSU tester)

RTP loss rate < 0.01% (before R-UDP)

RTP loss rate = 0% (after R-UDP)
RTP max. period < 40
RTP packet gap < 150ms
IGMP Join latency < 150ms
ICC/R-UDP/Status Latency < 40ms
MIOTV RESTORATION SOP CHECKLIST