Service Agent Training - Advanced
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      Geolocation issues (INTERNAL)

      Correctly identifying a geolocation issue can be challenging as it relies on us asking the right questions and the customer providing us with the correct information

      Troubleshooting Step by Step

      1. Verify IP Address:

        • On the customer device - goto whatismyip.com
        • Ask the customer to tell you what the IPv4 is or ask for a screenshot
        • Cross reference the IPv4 with range list to determine what type of IP address is in use.
        • If the IP address is not within the Connect Fibre range, the device may be using a VPN or connected to a non-Connect Fibre router.
        • IMPORTANT: Do not proceed to step 3 without obtaining the necessary screenshots and verifying the IP address.

          IP

      2. Answer ALL the questions below and note it on HS.

      Use #Pgeo to open a note template.

        1. Is the issue with one or more websites – Provide names of websites and screenshots
        2. What is the issue with the website – Unable to access, website in foreign language, unable to login, unable to use all or part of the website
        3. How is the website accessed – PC, Laptop, Mobile Phone, Tablet – Does the issue persist on all devices? – If working on mobile, ensure mobile has not switched to mobile data
        4. If using a PC or laptop what operating system is being used? Windows, MAC, Linux
        5. If using a PC or laptop what type of web browser is being used? Edge, Chrome, Opera, Safari – Ensure at least two web browsers have been used
        6. If only affecting web browsers, then clear cookies and the cache and test again
        7. If not, website related, then is a streaming service havin.g the issue? What streaming service is being used – Netflix, Amazon Prime, Disney etc…
        8. How is the streaming device being accessed? – PC, Laptop, Mobile Phone, Tablet, TV, Game Console - If working on mobile, ensure mobile has not switched to mobile data
        9. Ask the customer to test their connection hardwired.     If there are multiple faults being observed, webpage in Italian and the connections drops every 30 minutes for example, then ensure LAN devices are hardwired direct to the CPE where possible, where a mesh node is used ensure the mesh is hardwired to the CPE and LAN devices hardwired to the mesh node where possible.


        3.   After all questions have been answered, search the IP address on any TWO website below and add a screenshot to the same note

      https://www.bigdatacloud.com/ip-lookup

      https://ipinfo.io/what-is-my-ip

      https://www.ip2location.com/demo

      https://www.criminalip.io

      https://www.maxmind.com/en/geoip-web-services-demo

      https://infosniper.net/

      https://ipgeolocation.io/ip-location/

      https://ipregistry.co

      https://db-ip.com/

      https://ipapi.co

      https://ipbase.com

      https://iphub.info/

      https://ipstack.com/

      https://apps.db.ripe.net/db-web-ui/query

       

      4.   If ALL questions are answered, then Escalate to T2. Advise the customer will be in touch within 72 hours - bear in mind Networks are closed for the weekend.


      To Solve a geolocation issue we would need to point out the error to the geolocation provider so that they can fix it for their (and our) customer which is the reason why it is extremely important to gather as many information, as detailed and precise as possible, and then send the correction request to whoever appropriate. If an issue like this occurs, then Connect Fibre can ask the remote service provider to fix it or sometimes service providers will only speak to the customer, and we would need to direct the customer to report the issue themselves.