Tollgrade's Virtual Broadband Technician (VBT) is a DSL diagnostic tool used by field technicians that pinpoints the causes of repeat problems within your customer’s premises (in the home or local access network) that disrupt or slow down broadband services to eliminate these unnecessary repeat dispatches and improve overall satisfaction. By correctly pinpointing problems that would otherwise have been left undiagnosed, the VBT has been shown to reduce repeat dispatches by over 50 percent and pays for itself after the first saved dispatch.

1. Broadband
Solutions
Eliminate Repeat Dispatches
With Tollgrade’s VBT
© 2013 Tollgrade Communications, Inc

2. Overview
 Who is Tollgrade?
 Eliminating Repeat Dispatches with VBT
 Industry Trends and Field Data
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Tollgrade Broadband Solutions

3. We Improve Reliability on Critical Infrastructure
Proven on Broadband & “Smart Grid” Networks
 World Leader in Access Network Test Systems
 Incumbent positions in many of the world’s largest telecommunications providers
 Perform the automated test process for over +200 million copper access lines worldwide
 Expertise in Algorithms, Data Analysis, Correlation and Dispatch in large networks
 Leading Edge Smart Grid Portfolio
 Won key North American Utilities – Duke, Center Point, Toronto Hydro
 International Expansion - Customers in South America and Western Europe
 Advanced Network capability leverages large Telco expertise
Tollgrade Broadband Solutions

4. Broadband
Solutions
Eliminate Repeat Dispatches
Introducing Tollgrade’s VBT

5. Repeat Dispatches
Repeat dispatches costs service providers millions of dollars occurring for about
15% of their repair business
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Tollgrade Broadband Solutions

6. Industry Problem
Leading Problems Reported by Customers:
 Slow or intermittent Internet service
 “Faulty” modem but 80% of time modem replacement is unnecessary
 Random dropping of connection
Why are They Difficult to Diagnose:
 Can’t determine where the problem exists (inside or outside the house)
 Inconsistent troubleshooting methods, tools and technical expertise makes
it difficult to resolve persistent problems
These problems are difficult to identify and repair. Unresolved, our field data
shows they can contribute to 10 – 15% of customer churn
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Tollgrade Broadband Solutions

7. The Solution: Tollgrade’s VBT
Inside wire
Network Interface
VBT
DSL Modem
VBT installs in-line at the DSL modem to identify and repair faults
in the home, or in the network
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Tollgrade Broadband Solutions

8. VBT Capability
VBT adds critical information currently missing from centralized test
systems and handheld test equipment
a y Ne wo s
t
Line
NID
DSLAM
Residential
modem
Test System TOK
VBT TOK
DSLAM not detected Open outside plant
Modem not detected
Noise on the line – outside
Noise on the line – inside home
Line fault near home (bad joint) Extreme noise – no service
Centralized Test
Inside wire broken
System
Inside wire loose
Modem sync detect (from DSLAM)
DSLAM failure
Hazardous voltage
Noise detected
Open outside plant
Attenuation, Data rate
Metallic faults - outside
Open in CO
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Tollgrade VBT Fault
Identification and Location
Open near drop
Tollgrade Broadband Solutions

9. VBT Benefits

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Identifies “low incidence, high pain” faults
Cuts repeat dispatches by over 50%
Eliminates returned CPE by up to 80%
Complementary to existing handhelds
Patent-pending technology
Pays for itself after first saved dispatch
Normalizes repair and test processes
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Result Display
Power
To Modem
To Network
Activation button
Tollgrade Broadband Solutions

10. Finds the Problems Other Solutions Miss
Wire Nest around power
to fluorescent light
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Metallic Fault detected was
traced to NID
Bad “Scotch Lock” causes
high resistance fault
Tollgrade Broadband Solutions

11. 50 Automated Tests Normalize Field Repairs
VBT Test Result
Repair Action
Test OK
Successful repair or installation
DSL modem not connected
Reset modem, replace modem
DSLAM not connected
Repair DSLAM, jumper wiring, DSLAM configuration
Outside plant open
Repair open in network cable
Inside wire open
Repair inside wire
Noise on the line – outside plant
Repair outside cabling , poor splices or joints
Noise on the line – inside home
Move chargers, lamps, appliances, repair poor wiring
Line fault near the home
Repair high resistance fault located in network
Line fault in the home
Replace inside wire
No sync with DSLAM
Reconfigure DSLAM
No sync with residential modem
Replace residential modem
Slow or unstable line speed – outside plant
Repair outside cabling , poor splices or joints
Slow or unstable line speed – inside home
Move chargers, lamps, appliances, repair poor wiring
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Tollgrade Broadband Solutions

12. Why VBT?
Cut over 50% of repeat dispatches
Saved up to 80% in returned CPE
Found problems otherwise missed
Improved subscriber satisfaction
Pays for itself after first saved
dispatch
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Tollgrade Broadband Solutions

13. Learn More About the VBT
Visit www.tollgrade.com to download:
 Datasheet
 Whitepaper
Or email a product expert at GetVBT@tollgrade.com
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Tollgrade Broadband Solutions