Vodafone Sure Signal

February 2010

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Contents

Overview
LED Sequences Infrastructure

Troubleshooting concepts
Support Template Questions

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Overview

What is Sure Signal?

Sure Signal (also referred to as Femto or Small Cell) are low-power wireless access points that operate in the licensed spectrum to connect standard mobile devices to a mobile operators network using residential DSL or cable broadband connections.

Why Sure Signal?

For consumers, Sure Signal will provide improved mobile coverage in their homes, and high performance mobile data providing faster access to mobile services and multimedia content. For Vodafone, Sure Signal represents a highly cost effective way of increasing both network overage and capacity in the home where a large percentage of phone usage takes place.

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LED Sequence*
Light 1 flashing This indicates no internet connection - test the physical equipment (cable, router etc) and test the internet. A flashing light 1 may also indicate a router firewall problem. Light 2 flashing slowly This could indicate that the registration hasn't completed fully, or that the network speed has dropped below acceptable limits. Only lights 1 and 2 are lit Again, this could indicate that internet speed has dropped. Light 4 flashing The Sure Signal is downloading its profile, or software updates. All lights are working but no 3G connection
Have you got a 3G phone? Is it set to 3G? Have you had a SIM change since registering the number on the Sure Signal?

All lights flashing simultaneously There could be a fault with the transformer or power supply. * LED Sequence dependant on manufacturer. Newer models will represent the same information with 3 LEDs.
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Resources
Sure Signal Health: I have attached a health document outlining the safety concerns.

Sure Signal Forum: http://www.femtoforum.org/femto/index.php

HDM user guide

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Infrastructure

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Sure Signal Setup

Customers Local Network ISP Vodafone Core Network

DSL Router Secure

Ethernet

Non-Secure

BSG

Vodafone Access Gateway/ Firewall

Sure Signal

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Voice/Data Call Setup

Customers Local Network ISP Vodafone Core Network

DSL Router

BSG
Vodafone Access Gateway/ Firewall Sure Signal IMSI Check Whitelist of authenticated Users who can make calls

ACL

Over the air

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Agents

1. Private User and Invited Users - Those users that are listed in the Access Control List (ACL) or White List of the current Sure Signal BSR
Privileged* Normal

2. Public Sure Signal BSR User - The user is not listed in the ACL of the current Sure Signal BSR, but is contained in an ACL of another Sure Signal BSR in the same LA of the Sure Signal BSR cluster 3. Public User - The user is not listed in any access control lists of the Sure Signal BSR cluster 4. Emergency user - Shall be authorized to perform emergency call

* Not applicable in current Sure Signal release

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Troubleshoot Concepts

Troubleshoot Process
Local investigation
ISP investigation Provisioning Escalate to NST

Knowledge Sharing
NST SharePoint Call us

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Knowledge Sharing

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Support Template
Customer Information
Customer Name (Please provide the customers name)* Customer CTN (Please provide the affected mobile number)* Customer ACN (Please provide an alternative contact number for the customer)* Customer OEM/SNR (Please provide the OEM or Serial Number of the device)* Can be found in SingleServe or on the Sure Signal itself Customers full address including postcode (Full address including Country)*

Fault Details
Summary of Fault (Please describe in summary the fault -Drop Down - (Connection Error, No throughput, No signal, Poor Connection Speed upload/download, Sure Signal)* Description of Fault (Please provide a full description of the fault, including all steps taken to resolve)* Is the issue on 3G voice or HSPA (data services)* Date issue started (When did the fault start happening)* Device Make and Model of Sure Signal device (Please provide the make and model of the device including whether it is a 4 or 8 channel setup)* Handset Make and Model of customer attempting to connect* ISP/Fixed Line provider*
Home Router/DSL Device make and model*

Troubleshoot Details
Is this the first time the Sure Signal has been plugged in?* If not, has the service ever worked? (If so has anything been changed with the setup of the Sure Signal)* Has the device been power cycled? If not, please advise customer to do so, wait 5 minutes and observe LED status.* Is the Sure Signal device at the location as specified in SingleServe?* What is the location of the Sure Signal in the premises? Is it next to a window or very close to the DSL router?* Is the MSISDN of the user attempting to connect provisioned on the ACL?* Is the Sure Signal serial number provisioned on the WMS?* Please request customer to run a speed test on the line via another connected device on the home network, either over a wired or WiFi connection. What speed is recorded?*

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Any Questions?

Any Questions??

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