# How to Run Basic Diagnostics Before Escalation

Source: https://urbanx.co.za/knowledge-hub/support-diagnostics/basic-diagnostics-before-escalation

**Answer:** Before requesting escalation, confirm ONT status, validate WAN sync, test via Ethernet, run a wired speed test, perform traceroute and continuous ping during the issue, and classify whether the problem is LAN, ISP, or access-layer related.

Part of [Gamer-Centric Support & Intelligent Diagnostics](https://urbanx.co.za/knowledge-hub/support-diagnostics) · 10 min read · by UrbanX Support Engineering

## Why Basic Diagnostics Are Required

In South Africa’s open-access fibre model:

- ISPs validate the fault
- FNOs repair confirmed access-layer issues
- Escalation requires structured evidence

Skipping diagnostics increases:

- Escalation rejection risk
- Resolution delays
- Repeat ticket cycles

Basic diagnostics protect the diagnostic flow and accelerate escalation if required.

## Diagnostic Workflow

1. **Check ONT Status (Signal Verification)**
   - Inspect the ONT: Power should be on, PON/Fibre should be stable, LOS should be off.
   - If LOS is red: record the timestamp and do not repeatedly power-cycle. LOS usually indicates access-layer signal loss.
2. **Confirm WAN Sync**
   - Log into your router and check: WAN status (Connected/Disconnected), IP address assigned, and reconnect attempts.
   - If WAN is disconnected: possible access-layer issue. Continue with verification before escalation.
3. **Inspect Patch Leads**
   - Check: fibre patch cable firmly seated, Ethernet cable between ONT and router secure, no visible cable damage.
   - Loose patch leads frequently mimic access-layer faults.
4. **Perform Structured Reboot (Once Only)**
   - Power cycle in this order: turn off router, turn off ONT, wait 60 seconds, power ON ONT first, wait for stable fibre light, then power ON router.
   - If WAN sync does not restore, continue diagnostics. Do not repeat reboots multiple times.
5. **Ethernet Isolation Test**
   - Connect a device directly to the router via Ethernet. Disable WiFi.
   - WiFi instability can cause packet loss, jitter, and speed inconsistency. Ethernet isolation is mandatory before escalation.
6. **Run a Wired Speed Test**
   - While connected via Ethernet: run a speed test and record download, upload, and latency.
   - If throughput is normal but gaming unstable, issue may not be access-layer.
7. **Run Traceroute**
   - Run traceroute to a stable destination and the affected game server. Traceroute reveals routing path, latency jumps, and international transitions.
   - Escalation reference: [When Does an ISP Escalate to an FNO?](/knowledge-hub/support-diagnostics/isp-escalate-to-fno)
8. **Run Continuous Ping (If Intermittent)**
   - For unstable or dropping connections: run continuous ping, let it run during the issue, and capture spikes or timeouts.
   - Continuous ping identifies micro-disconnect patterns.

## Fault Classification Table

| Observation | Likely Classification | Escalation Required |
| --- | --- | --- |
| LOS red | Access-layer fault | Yes |
| WAN disconnected repeatedly | Possible access-layer | Likely |
| Ethernet stable, WiFi unstable | LAN issue | No |
| Speed normal, one game unstable | Server-side | No |
| Loss begins early and propagates | Network-side | Internal |
| Full outage, no sync | Access-layer | Yes |

> **INFO:** Escalation occurs only after access-layer indicators are confirmed.

## Key Term: WAN Sync

- **WAN Sync** — The router’s established connection to the fibre access network. Loss of WAN sync typically indicates an access-layer fault requiring structured validation before escalation.

## When to Escalate

Escalation may be appropriate if:

- LOS remains red after reboot
- WAN does not reconnect
- No IP assigned
- Ethernet testing confirms full outage
- Continuous ping shows total drop

Escalation should not occur if:

- Only WiFi unstable
- Only one game affected
- Strict NAT present
- Throughput normal

Preparation reference: [How to Prepare Before Contacting ISP Support](/knowledge-hub/support-diagnostics/prepare-before-contacting-support).

## South African Context

Because infrastructure is owned by multiple FNOs:

- Escalation must meet validation criteria
- Incomplete diagnostics can result in rejection
- Field dispatch is FNO-controlled

> **WARNING:** Proper diagnostics reduce rejection risk and shorten downtime.

## Common Mistakes Before Escalation

Avoid these common errors that delay resolution:

- Testing only on WiFi
- Rebooting repeatedly
- No timestamps recorded
- No traceroute or ping logs
- Assuming server issues are fibre faults

> **INFO:** Structured testing prevents misclassification.

## Frequently Asked Questions

**Should I escalate immediately if the internet is down?**

No. Confirm ONT and WAN status first.

**Does rebooting multiple times help?**

No. It may erase useful diagnostic history.

**Can WiFi cause packet loss?**

Yes. Ethernet testing is required.

**Is slow speed the same as a fibre fault?**

Not always. Throughput and access-layer faults are separate issues.

**Does running diagnostics delay repair?**

No. Proper diagnostics prevent escalation rejection and reduce total downtime.