ACKNOWLEDGEMENT

Without the priceless contribution and guidance of all above mentioned people I couldn’t
have learnt as many things I have learnt in my intern period, so thank you people for your
support. The main purpose of an internship program is to provide the practical knowledge
in computer application related field to the student. Internships offer a period of learning
and working environment with professional employees where we learn the outside world
IT rather than theory, about how the work is done in professional way?

I am highly indebted to my supervisor, “Suvash Gautam” for his valuable guidance,

encouragement and advice during my internship period.
I am grateful to other employees Subash Maghiya of Kantipur Media Group. For their
co-operation and helping in many problems I faced during installation, handling,
configuration and implementation of servers, systems and tools.

I also would like to thank my friends and colleagues who directly or indirectly supported
me to prepare this report. Finally, I would like to acknowledge with much appreciation to
th Morgan International college for providing many opportunities for us.

v
 ABSTRACT
Internet has become the backbone of today’s society. The wide availability of the internet
and its power to store tons of information has made it a basic need rather than just a
facility. Business communication is the communication mechanism of using internet and
computing devices. Internet Service Provider (ISP) is considered as the main component
of the internet and have essential role to keep the internet available and steady. According
to that, ISP’s network should be built accurately to prevent the denial of service as much
as possible and provide the services in an efficient way.

The overall architecture of an ISP is based on Internet as a Service (IaaS) and open
platform. Open-source platform-based services are very popular in recent days. This type
of service is popular because of its scalability, open source for developing to the ultimate
level as per the requirement.

This project report is a documentation about the internship report done at Kantipur
Media Group which describes the architecture of the working methodology of the
internet systems and customer services provided by the relevant ISP organization. The
project begins by presenting some background information about ISP network
architecture using IOPS. The basic configuration of network design, routing and
addressing are explained briefly. In order to deal with prefixes information from
customer connections, different techniques are compared. It also discusses the basic types
of ISP’s connectivity. The technologies and the applications that are used in the project
are explained concisely.

Keyword: ISP, IAAS, IOPS

vi
 Table of Content

ABSTRACT……………………………………………………………………… … vi
List of Figures.………………………………………………………………………… …vii
List of Tables.……………………………………………………………………… …vii
List of Abbreviations..………………………………………………………………… x
CHAPTER 1 INTRODUCTION…………………………………………………… …1
1.1 Introduction.………………………………………………………………………… .... 1
1.2 Problem Statement..…………………………………………………………… ....1
1.3 Objectives.………………………………………………………………………………..2
1.4 Scope and limitations.……………………………………………………………….. ....2
1.5 Report Organization.…………………………………………………………………......3
CHAPTER 2 INTRODUCTION OF ORGANIZATION………………………………….. 4
2.1. Organization Details.………………………………………………………………...... .4
2.2. Organization Hierarchy.…………………………………………………………….. ... 4
2.3. Working Domains of Organization.………………………………………………… ... 5
2.4. Description of Department/Unit.……………………………………………………. ... 5
CHAPTER 3 BACKGROUND STUDY AND LITERATURE REVIEW…………....7
3.1. Background Study…………………………………………………………………... ... 7
3.2 Literature Review…………………………………………………………………... .. . 12
CHAPTER 4 INTERNSHIP ACTIVITIES………………………………………….. 13
4.1 Duration.…………………………………………………………………………….. 13
4.2 Responsibilities Assigned.……………………………………………………….…13
4.3 Weekly log…………………………………………………………………….… 15
4.4 Description of the Project Involved During Internship………………………….….. 15
CHAPTER 5 CONCLUSION AND RECOMMENDATION…………………….…..28
5.1 Conclusion.…………………………………………………………………………… 28
5.2 Lessons Learnt.……………………………………………………………………...... 28
References…………………………………………………………………………….…. 30
Appendices………………………………………………………………………….….34

vii
 List of Figures

Figure 2.1: Organizational Hierarchy ..................................................................................4

Figure 3.1: Total Population of Internet User in Nepal .......................................................7
Figure 3.2: Internet Lease Link for Vianet ..........................................................................8
Figure 3.3: Optical Distribution Network ............................................................................8
Figure 3.4: Simplified diagram of the transmission equipment in a central office ..............9
Figure 3.5: Raisecom EA-AC connection ONU to Router ................................................10
Figure 3.6: Raisecom EA-AC connection to STB .............................................................10
Figure 3.7: FTTH Networking using PON upstream Transmission ..................................11
Figure 4.1: Work process ...................................................................................................14
Figure 4.2: ONU offline in Nokia router ...........................................................................17
Figure 4.3: Tracing route to YouTube ...............................................................................18
Figure 4.4: Wireless Optimization of Nokia router ...........................................................20
Figure 4.5: Configuring DNS server of Nokia router ........................................................21
Figure 4.6: IPTV VLAN in NT router ..............................................................................23
Figure 4.7: PPPoe Configuration Design ...........................................................................24
Figure 4.8: 3cx ...................................................................................................................26
Figure 4.9: IPOS….………………………………………………………………………………………………………..27
Figure 4.10: TOPS .............................................................................................................27

viii
 List of Tables
Table 2.1: About Organization ............................................................................................................. 4
Table 4.1: Internship Duration Detail ............................................................................................... 13
Table 4.2: Weekly Logs ........................................................................................................................ 15
Table 4.3: Types of Internet Connectivity ....................................................................................... 25

ix
 List of Abbreviations
AAA: Authorization Authentication Accessibility
ATM: Asynchronous Transfer Mode
BGP: Border Gateway Protocol
CC sales: Customer Care sales
CIDR: Classless Inter Domain Routing
CLI: Command Line Interface
CPE: Customer Premises Equipment
CSSD: Customer Service and Support Department
DCH: Direct Call Handler
DHCP: Dynamic Host Communication Protocol
DNS: Domain Name Server
ERP: Enterprise Resource Planning
FTTH: Fiber to the Home
FTP: File Transfer Protocol
FTR: First Time Resolution
FUP: Fair Usage Policy
GEPON: Gigabit Ethernet Passive Optical Network
GUI: Graphical User Interface
HSQ: High Speed Quota
IaaS: Internet as a service
IP: Internet Protocol
IPTV: Internet Protocol Television
ISP: Internet Service Provider
IOPS: Input Output Per Second
LAN: Local Area Network
MAC: Media Access Control
MODEM: Modulator-Demodulator
MRTG: Multi Router Traffic Grapher
NAT: Network Address Translation
NETOPS: Network Operator/Engineer responsible for Network Monitoring
NIIG: Nepal International Internet Gateway
NTA: Nepal Telecommunication Authority

x
NSA: Network and System Administration
OLT: Optical Line Terminal
ONM: Optical Network Manager
ONT: Optical Network Termination
ONU: Optical Network Unit
PAT: Port Address Translation
PE Router: Provider Edge Router
POP: Post Office Protocol / Point of Presence
PPPoe: Point to Point Protocol over Ethernet
PPP: Point to Point Protocol
QCA: Quality Control Agent
QOS: Quality of Service
RADIUS: Remote Access Dial in User Service
RTP: Real-Time Transport Protocol
SLA: Service Level Agreement
SME: Subject Matter Expert
SOHO: Small Office Home Office
STB: Setop Box
SYSOPS: System Operator/Engineer responsible for Operating Network System
VLAN: Virtual Local Area Network
VLSM: Variable Length Subnet Mask
WAN: Wide Area Network
Wi-Fi: Wireless Fidelity

xi
 CHAPTER 1
INTRODUCTION
1.1 Introduction:
An ISP (Internet service provider) is a company that provides individuals and other
companies’ access to the Internet and other related services such as Web site building and
virtual hosting. Internet service providers may be organized in various forms, such as
commercial, community owned, non-profit, or otherwise privately owned. An ISP has the
equipment and the telecommunication line access required to have a point-of-presence on
the Internet for the geographic area served. The larger ISPs have their own high-speed
leased lines so that they are less dependent on the telecommunication providers and can
provide better service to their customers. An ISP is also sometimes referred to as an IAP
(Internet access provider). ISP is sometimes used as an abbreviation for independent
service provider to distinguish a service provider that is an independent, separate
company from a telephone company. (Al-Quzwini, 2014)

Technical support (often shortened to tech support) refers to services that entities provide
to users of technology products or services. In general, technical support provide help
regarding specific problems with a product or service, rather than providing training,
provision or customization of product, or other support services. Most companies offer
technical support for the services or products they sell, either included in the cost or for
an additional fee. Technical support may be delivered over by phone, e-mail, live support
software on a website, or other tool where users can log an incident. Larger organizations
frequently have internal technical support available to their staff for computer-related
problems. The Internet can also be a good source for freely available tech support, where
experienced users help users find solutions to their problems.

1.2 Problem Statement:

Modern technology and the increasing use of hosted services has brought major changes
to network and application infrastructures. While these changes have equipped users with
more functionality than ever before, they have also greatly increased our dependence on a
high functioning network to help us ensure the maintenance of these critical applications.

1
This means that when a network problem or network error occurs, it can be even more
disastrous and difficult to solve. But knowing which network problems can affect your
network helps to resolve the problems.

Some network problems that can affect network performance are: High bandwidth usages,
High CPU usages, Physical connectivity issues, Malfunctioning of devices or equipment,
Interference in the wireless networks IPTV issues and so on.

1.3 Objectives:
The main objectives of this project are to:
• To provide Acceptable Customer Support
• To handle all escalated tasks and complete within SLA
• To provide Good Service to Customers
• To handle customer queries
• To VLAN configurations
• To ONU devices and Router setup and configurations

1.4 Scope and limitations:

Scope
Studies shows that Networking skills are most sought-after additional training or
qualification segment in your resume for over 70 % of IT jobs in Nepal. Computer
Networking is the base of every technological component that is present out in the world.
With security, resiliency, scalability, modularity, and virtualization on line, the role of a
networking specialist has never been more indispensable than it is now.

For user:
• Basic troubleshoot regarding slow internet, internet bandwidth usages, can be done.
• Know the exact bandwidth and find out the problems that has affected the internet
so far.

For admin:
• Enable and disable the ports (router) for the internet, others
• Register and configure the medium of passing the internet via router

2
 • Monitor and configure the devices connected over the network.
• WIFI status check.

Limitation
Since we are working in the field of IT, everything has to be fast and on point. We need
to be up to date in the field of technologies. For the time being here is a short list of
limitations that this internee had to face during the internship period:

• System issues in the support center sometimes created a difficult environment to

work in an effective way.
• In case when there is a problem from the organization’s end it becomes difficult
to handle and answer the customers to satisfy them.
• Sometimes working under a lot of pressure becomes difficult and frustrating.
• In the internship period, Each and every part of the functioning of the
organization has not been described as there are restrictions due the privacy
policies of the organization
• Economic details of the project have not been mentioned due to confidentiality
issues.

1.5 Report Organization:

This report starts with the troubleshooting of the internet connectivity from ISP end to the
user-end (other home or the office) from chapter one to four. The data is collected from
our own company through communicating with hundreds of clients (who uses internet).

The first chapter gives the overview of what the report mainly is regarding the
technicalities related with internet. The second chapter reviews the description of the
organization. The third chapter reviews history and the background related works. The
fourth chapter main focus where each work, activities and experience are all shared
within this chapter. The implementation of the internship is also shown here. Lastly, the
fifth chapter will discuss about the conclusion and learning outcomes of this internship.

3
 CHAPTER 2
INTRODUCTION OF ORGANIZATION
2.1. Organization Details:
Kantipur publication ltd is a media firm based in Kathmandu, Nepal . The company
operates five widely circulated print publications. It is the first media organization in
Nepal to gain membership to the world Association of Newspapers and News Publisher.
It was founded by shyam Goenka in 1993.

Table 2.1: About Organization

Organization name: Kantipur Media Group
Organization type: Limited
Address: Thapathaili
Contact No: 9841205326
Website: https://www.kantipurmediagroup.com.np

2.2. Organization Hierarchy:

Figure 2.1: Organizational Hierarchy

4
2.3. Working Domains of Organization:
World link is an Internet Service Provider (ISP) in Nepal that operates in the following
domains:

• Internet services: Unite provides high-speed internet connectivity to households,

businesses, and institutions across Nepal. They offer various internet plans,
including unlimited data plans, and also provide Wi-Fi routers and modems to
customers.
• IPTV services: Unite also offers IPTV services, which allow customers to access
a range of television channels and on-demand content through the internet. Their
IPTV service includes a range of local and international channels, as well as
movies and TV shows.
• Webmail services: Unite provides webmail services to customers, allowing them
to access their email accounts through a web browser. This service is available to
all unite internet customers.
• Managed Wi-Fi services: Unite also offers managed Wi-Fi services, which
include installation and maintenance of Wi-Fi routers and modems. They also
provide troubleshooting services to customers who experience connectivity issues
with their Wi-Fi networks.
• Cloud services: Unite provides cloud services, including web hosting, domain
registration, and data backup services, to businesses and individuals across Nepal.
• Enterprise services: Unite provides customized internet solutions to businesses
and institutions, including leased lines, point-to-point connectivity, and other
specialized internet services. They also provide network management and
monitoring services to ensure optimal network performance.

2.4. Description of Department/Unit:

In IT Department, the working place was Customer Service and Support department
Unit. One of the crucial divisions of the company that responds to client questions about
network problems is the customer service and support division. For the effective
management and operation of the overall organizations, Kantipur publication . has its
own organizational hierarchy.

5
CSSD manages and controls the customer tickets. The manager oversees CSSD while
CXIT serves as team lead under the supervision of its supervisor. They handle the both
technical support team and Sales team. The task is divided in such a way that each
position of the technical support team can contribute accordingly without hampering the
overall quality of the IOPS itself.

Every week for around 30 minutes, this department holds stand-up meetings where the
"L1 support team" is required to discuss the work they have completed and Superiors are
required to offer input regarding the task.

6
 CHAPTER 3
BACKGROUND STUDY AND LITERATURE REVIEW
3.1. Background Study
There are many ISPs in Nepal now which provide the Internet facility as well as the cable
channel to the customer via Fiber Optics, wireless technology, phone lines, cable lines.
The leading ISPs in Nepal include Vianet, Worldlink, CG Net, DishHome. that provide
the internet facilities in a rapid way. Internet revolution has brought in a lot of
transformation across the world and Nepal is no exception in catching up the trend.
Driven by mobile and technology revolution, the number of internet users in the country
is on a growth trajectory and progressing at a pace to make Nepal a tech -savvy country.

Trend Over the Years

The Nepal Telecommunication Authority NTA report is based on the population
projection (2021-2030), in which it has taken a total population of 29.876 million as the
basis.

As per the data of the authority, 27.76 million people have access to the internet as of
June 14, 2021. A total of 331,422 more internet users have been added from mid -April to
mid-May as compared to mid-March to mid-April. There were more than 27.375 million
internet users till mid-May.

Figure 3.1: Total Population of Internet User in Nepal

The first step is to survey the whole network system of the organization of Unite which is
private internet service provider. We have to study the current system they have
7
been working and also how they help in today security. We also have to understand the
access of the data used by the employees and customers in order to provide the best
securities in an organization. These all information’s helps to make a suitable system and
we can also provide multiple choices to them that which system devices they want to
pursue. We also need to study what features have provided by the current system.

Core Network/Service Node

Each ISP registers their company under company act through Nepal Telecommunications
Authority. Application and Documentation are provided from the source of Internet
Bandwidth Provider in their geographical region and are submitted to NTA mentioning
the bandwidth, selling rates and technology used.

Figure 3.2: Internet Lease Link for kantipur

Optical Distribution Network

It provides the optical transmission medium for the physical connection of the ONUs
to the OLTs. Its reach is 20 km or farther. Optical fibers, optic connectors, passive
optical splitters, and auxiliary components collaborate with each other.

Figure 3.3: Optical Distribution Network

8
POP (Point of Presence)/Central Office (CO)
A point of presence (PoP is an access point from one place to the rest of the internet. It
is an interface point between communicating entities. It is a physical location that
houses servers, OLT interfaces racks, routers, ATM switches and digital/analog call
aggregators. It may be either part of the facilities of a telecommunication provider that
the Internet Service Provider (ISP) rents or a location separate from the
telecommunication provider. ISPs typically have multiple POPs, sometimes
numbering in the hundreds or thousands of POPs are also located at Internet Exchange
points and colocation centers. The number of POPs that an ISP or OSP has is
sometimes used as a measure of its size or growth rate.

Figure 3.4: Simplified diagram of the transmission equipment in a central office

Distribution Point
The distribution network makes use of PLC Optical Splitter with a (1x8) configuration.
A connection is made to one of the OLT PON ports with the First Level Splitter which

9
distributes the connection onto 8 of the Second Level Splitters. Each of those Second
Level Splitters then splits the optical power signals evenly to each of the 8 ONU devices
residing on the client end. As shown in in figure below each first level splitter handles 8
second level splitters and each second level splitter handle 8 clients. Therefore, each
GEPON OLT port is capable of providing connection to 64 clients in total.

Customer Premises Equipment (CPE)

This is the terminal and associated equipment located at a subscriber’s premises and
connected with a telecommunication circuit at the distribution point. CPE generally
refers to devices such as telephones, routers, network switches, residential
gateways (RG), set-top boxes, home networking adapters and Internet access gateways
that enable consumers to access communications service providers' services and
distribute them around their house via a local area network (LAN).

Figure 3.5: Raisecom EA-AC connection ONU to Router

Figure 3.6: Raisecom EA-AC connection to STB

Unite is also currently using the newer ONU model Raisecom N-T devices which has a
built-in router with wireless capabilities along with the MODEM functionalities.

10
GEPON (EPON) Technology
Gigabit Ethernet Passive Optical Network is an IEEE standard that uses Ethernet for
sending data packets. It uses 1 Gigabit per second upstream and downstream rates.
GEPON is a fast Ethernet over passive optical networks which are point to multipoint to
the premises (FTTP) or fiber to the home (FTTH) architecture in which single optical fiber
is used to serve multiple premises or users. It supports triple-play services, high
bandwidth, long reach (up to 20 km). It consists of mainly two active transmission
equipment, namely Optical Line Terminal (OLT) and Optical Network Unit (ONU).

Figure 3.7: FTTH Networking using PON upstream Transmission

11
3.2 Literature Review
The Internet was first introduced into Nepal in 1993 in a venture of the Royal Nepal
Academy of Science and Technology (RONAST) and a private company, Mercantile
Office Systems (MOS). The Indian Institute of Technology in Bombay had UNDP-
funded Internet connection through the Education and Research Network (ERNET)
project, and RONAST set up a system whereby they could connect on a regular basis to
ERNET in Bombay to transfer e-mail messages. The service was only for the use of
RONAST's scientific community.

In 1994, after RONAST ended its ERNET project, MOS acquired the technology and set
up the first commercial e-mail service with a link to Australia. The MOS server
connected several times a day to transfer messages. Subscribers at this time were mainly
international organizations.

In 1995, MOS & CAS Trading started providing interactive internet access followed by
Worldlink offering their own internet access but unlike other organizations that were less
geared towards individual clients, it focused on individual clients at a lower price.
In 1997, after His Majesty’s Government (HMG) of Nepal passed its first
Telecommunications Act, it allowed the ISP companies which were previously
overlooked regarding as nothing more than users of Telephone lines, to apply for VSAT
licenses that reduced the Internet cost drastically. (Jim)

Later on, Internet Service Provider Association Nepal (ISPAN), established in 1998 is a
non-profit oriented organization with the mission to promote and develop the internet in
Nepal. It continues its endeavor to take care of various issues that affect the
implementation of ISPAs project and monitor the policies related to the Internet Industry
through the interaction with Ministry of Information and Communication, Nepal
Telecommunication Authority, Nepal Telecommunications.

There are many ISPs in Nepal which provide the Internet facility as well as the cable
channel to the customer via Fiber Optics, wireless technology, phone lines, cable lines.
The leading ISPs in Nepal include Vianet, Worldlink, Subisu, ClassicTech that provide
the internet facilities in a rapid way.

12
 CHAPTER 4
INTERNSHIP ACTIVITIES
4.1 Duration:
I got the opportunity of being the part of the Unite family as the Technici under Customer
Service and Support Department (CSSD) as intern for the period of 6 months and
applicants are expected to be at office on every flexible business day for eight hours
(morning/day/evening/night shifts).

Table 4.1: Internship Duration Detail

Start date: 22 December

Mentor: Subash Maghiya
Total Duration: 3 months
Working Hour: 8 hours
Workings Days: 6 days a week

4.2 Responsibilities Assigned:

As a L1 executive, I was assigned task relevant to troubleshoot these problem statements
and issues through a GUI model called IOPS (Input Output Per Second) and CLI model
st
called Telnet with the help of telnet’s commands for the POP, OLT interfaces, 1 Level
nd
Splitters, 2 Level Splitters, ONU and ONT devices and Consumer Routers and help
resolve the issues within FTR and SLA services for maintaining QOS.

Customer care receives the call from customer's regarding various issues. Customer care
transfers the call regarding technical issues to DCH team of L1 support. DCH agents
resolves the technical issues but if issue is not resolved by DCH, task is handover to
follow-up team or else escalated to other departments (L2, Field support, Fiber ONM,
sales, etc.). Tasks created by DCH team and customer care are assigned to L1 follow-up
agents. Follow- up agents look into the issue for further troubleshoot but if issues is not
resolved by follow-up team then the task is escalated to concern departments (L2, Field
support, Fiber ONM, sales etc.).
Task created by customers through Unite Website or reported via Facebook, viber and E-mail
are assigned to social media agents. If issue is not resolved by social media team, then the
task is escalated to concern departments (L2, Field support, Fiber ONM, sales etc).

13
SLA for L1 support:
SLA for L1 support is within 2 hrs. Created task should be followed up within 24 hrs. If
any ticket is pending on L1 support for >24 hours, ticket is escalated to L2.
• Resolved after certain degree of troubleshooting.
• Tasks escalated by L1 support is assigned to L2 agents on round robin manner by
ERP.
• Priority has to be given to SOHO customers of tasks under L1 agent domain.
• L1 support team is expected to resolve all tasks that is under L1 process however
have the options to escalate to related department upon any help needed.
• Upon task escalation L1 agent has 2 hours to respond, troubleshoot and resolve
the ticket. If any ticket is pending on L1 support for >24 hours, ticket is escalated
to respective shift supervisor or L2.
• The supervisor shall review all tasks that are pending for more than 24 hours and
coordinate with relevant department to solve the customer issue.

Figure 4.1: Work process

14
4.3 Weekly log
Activities carried out during the internship period in the form of the weekly log are
shown below in the tabular form:
Table 4.2: Weekly Logs
Weeks Description
ERP and CRM Software
Week 1-2 • Used ERP (Enterprise Resource Planning) and CRM Software to get different details related to
clients and the company
IOPS (Integrated Operating Procedural System)
Week 3-4 • All network details
• Client internet/iptv/mail details
• Manipulated different network settings
• Got used to on the system
Xshell (TELNET)
Week 4-5 ● Created Telnet profiles via xshell
● Used various commands for accessing client’s ONU/ONT, OLT, switches, POPs.
● Used commands to manipulate the details
Week 5-6 3cx Phone system
• used 3cx phone system (call queues, individual extensions, department extensions)
Computer Network and Devices
• Analyse computer networks and access different network devices such as ONT, ONU, OLT, PE
Week 7-8 routers, switches, POPs, etc.
• Configured ONT, OLT devices
• Accessed POPs and OLTS, Switches
• Visited Unite HO Data Center

4.4 Description of the Project Involved During Internship

During my internship at Unite Networks, I worked in the Customer Support and Service
Department (CSSD) as an L1 Technical Support Executive. My primary responsibilities
included providing technical support to customers who were experiencing issues with
their internet, IPTV, or webmail services.

One of the key projects I worked on during my internship was related to resolving
customer complaints related to internet connectivity issues. This involved troubleshooting
network and connectivity issues by analyzing log files and working with the network
engineering team to identify the root cause of the problem. Based on my analysis, I would
then provide recommendations to the customer on how to resolve the issue.

Another project I worked on was related to improving the quality of customer service by
developing a comprehensive knowledge base. This involved researching and compiling

15
information on common technical issues and their solutions, which could then be used by
the technical support team to quickly resolve customer issues.

In addition, I also worked on resolving customer complaints related to IPTV and webmail
services, and provided technical assistance to customers who were setting up new devices
on the network.

Overall, my internship at Unite Networks provided me with valuable experience in

customer support and technical troubleshooting, and helped me develop my
communication and problem-solving skills in a professional environment.

4.4 Task/Activities Performed

4.4.1. Troubleshooting Steps:

a) Internet not working:
Internet not working is a phenomena where internet connectivity is available on client end.
L1 agents can diagnose the issue by the following steps stated below.
• Radius/session establishment (can be viewed on ERP)
• Invalid pppoe credentials
• Vlan check on media converter
• Vlan check on OLT (both globally/uplink)
• Vlan check on L1 switch (both globally/uplink)
• Specific client device
• Upon any complications the L1 support shall escalate the task to Netops or any
senior technician/support.

b) ONU Offline:
ONU offline is a phenomena where fiber link on media converter is not observed. Fiber
link can be down due to causes like fiber connecter damage, last mile fiber cut and
network incident.

L1 agents can diagnose the issue by the following steps stated below.
• Media converter power status
• Media converter link status

16
 • Ensure fiber connecter is plugged in pon port tightly
.

Figure 4.2: ONU offline in Nokia router

c) Frequent Disconnections:
Frequent disconnection is a phenomena where client faces intermittent internet connection.
The intermittent connection is due to packet drops over a certain hops i.e. Optical power loss,
wireless interference, client router gateway, Vianet gateway or over the internet.

It is similar to slow internet however there are different cases which distinguish both. L1
agents can diagnose the issue by the following steps stated below.
• Optical power loss
• Ping/trace to router gateway
• Ping/trace to DNS servers
• Ping/trace to destination servers
• Upon any complications the L1 support shall escalate the task to Netops and get
help.

d) Slow Internet
Slow internet is caused due to various reason. There is more than a definite reason due to
which internet might be slow. Some of them includes the following reasons:
1. Optical power loss: Optical power is checked which must be within the optimal
range (-15dbm to 25dbm). In case the power is higher or lower fiber patch cable
is plugged out/in and if the issue still persists a fiber team is dispatched.
2. Bandwidth saturation: Bandwidth saturation on the network at the ISP end which
occurs when the ISP is routing too much traffic on the same infrastructure. The

17
 issue is identified on which nodes are taking up too much bandwidth and are
rerouted.
3. HSQ exceeded/FUP:
4. Router latency: If the internet is still slow, connection is checked at the client
end through a remote login using Any Desk or TeamViewer. After doing so,
router, DNS servers are pinged and for specific website issues, they are pinged or
traced. This helps identify whether the issue is within the router or to the request
to the DNS or a specific website. This is preferably tested first on a direct LAN
connection.

Use ping command:

Ping ip-address
Ex. Ping 192.168.1.1 -t -l 32000
We ping the router gateway using command ping 192.168.1.1 -t -l 32000 with 32000
bytes of load (depending on the router bandwidth capacity) as shown in figure above to
check for problems on the router. In case of considerably high ping and packet loss even
after factory reset, we conclude the problem to be on the router itself.

Figure 4.3: Tracing route to YouTube

In case of specific site issue, we trace the route to the site with command tracert
www.youtube.com as shown in figure above to determine whether the problem lies on
the client side, ISP side or the international link side.
5. Consumer device issue: sometimes the device has problem due to old device.
6. Exceed maximum number of active wireless users: wireless has its many
network interferences and channel overlapping issues.

18
 7. Specific site issue: International sites has main problem. Like server down. For
specific website issues, they are checked through our end or through proxy sites
or checked for IP Blacklist.
8. Gaming loss: packet loss, high ping, server issue. Too many users on the same
VLAN can also slow down the network. So, changing the VLAN tags
considerably helps towards resolving the issue especially on Gaming related
issues or tracing the path the servers used for Gaming.
Solves by:
• changing the channels and dns server.
• ping to the server address and check the address if it is blocked or taking
more time to get the response.
9. International link down.
10. Wireless issue: If the connection is fine on a LAN connection, the router is then
reset and same tests are done on Wireless connection. If the results are not fine as
before then the Wi-Fi on the router are optimized.

This can be solved by using:

i.Wireless Channel Optimization
Depending on the type of router (Dual Band or not) we set the channels accordingly and
also depending on the traffic on each channel in the area. For 2.4 GHz AP routers,
optimal channels generally include 1,6 & 11 but they are manually analyzed using some
app. Similarly, the Channel width is also changed accordingly taking into account
distance for interference where 20Mhz provides longer distance support while 40 MHz
provides shorter distances but with higher bandwidth and less interference.

If the issue is seen on Wireless connection, then router is either replaced with a test router
or an additional router is placed for range issues. (M.H, 2015)

19
 Figure 4.4: Wireless Optimization of Nokia router

ii.Changing DNS servers:

In normal circumstances the amount of time to send a request to a server and get response
gets done in a matter of milliseconds. But if the DNS server used is somehow slow currently
or overloaded, this can and will make the browsing and other internet activities much slower.
We can check for each DNS server through the ping command. (Odi, 2015) By default, each
user uses the DNS server that the router connects to that is the ISP DNS server
(110.44.112.200 for Vianet). Some of the better DNS servers that is gaining popularity
beside the Google DNS (8.8.8.8) is the Cloudflare DNS Server (1.1.1.1) and also the Quad9
DNS service (9.9.9.9). So, we manually change the DNS server on the router or through each
device settings in case of slow browsing. (Garn, 2022)

20
 Figure 4.5: Configuring DNS server of Nokia router

e) IPTV not working

Internet Protocol television (IPTV) is the delivery of television content over Internet
Protocol (IP) networks. IPTV is widely deployed in subscriber-based telecommunications
networks with high-speed access channels into end-user premises via set-top boxes or
other customer premises equipment.

Some of the issues related with IPTV not working include:

• Account disabled
• Wrong port tagged
• VLAN misconfigured
• Mac not registered
• Set-up-box damage/STB adapter issue
• TV wrong source selection
• IP/DHCP issue
• HDMI/AV cable issue

21
Common Troubleshooting:
Step 1: Check ONU status (online/offline)
Step 2: Check account user status whether disable or enabled.
Step 3: Check the connectivity of STB and TV through Power supply and HDMI cable.
Step 4: Check ONU port which is connected to STB for correct MAC Association and
VLAN tags.
Step 5: If port is not seen up and IP null is displayed on home screen, Ethernet cable is
checked properly for damaged/loose connection.
Step 6: Check IP address on home screen if it is getting local IP of 192.x.x.x then check
if Wi-Fi of STB is on, close it and if the issue still persists factory reset is done.
Step 7: Check user status and if it is shown as N/A adjust Date/Time accordingly, if the
issue still persists factory reset is done.
Step 8: If client is getting IP of 10.254.x.x then check run Live TV.

Other issues with IPTV include:

• Channel buffering: For buffering issue, cache is cleared or factory reset is done. If
the issue still persists the problem may be from the provider end.
• No Signal/No sound: For no signal client is requested to change the source A/V
or HDMI or check the A/V or HDMI cable. No sound issue also persists due to
issue with the cable.
• Local IP of 192.x.x.x

The IP/DHCP issue occurs when one of the clients in a specific VLAN connects a router
to a port which was initially tagged for Internet Service. Therefore, the router broadcasts
packets to the IPTV VLAN which sets the STB to local IP 192.x.x.x. This affects the
IPTV in the entire VLAN.
The issue is resolved by checking all of the MAC addresses not associated with the STB
MAC and checking each of those MAC for a router. After the router MAC is identified it
is then traced on each of the OLT related to the particular VLAN. After tracing, the client
is identified that is broadcasting the local IP and the port is shut down temporarily until
he/she is informed of the mismatch.

22
 Figure 4.6: IPTV VLAN in NT router

f) IP Conflicts:
When more than a device in the same network works in same IP segment such as
192.168.1.1 for both the primary router and secondary router with DHCP enabled for
both the devices,
Then in such cases If primary router and secondary router both gives IP of 192.168.1.65
to any CPE device then internet will not work in both the devices.
Worst case: Having such cases will also result in Frequent disconnections when a newer
device connects to secondary router when a device having same IP is being used from
primary router

g) Issue is mailing servers:

Mailing servers work on the basis of Incoming and Outgoing servers, Different servers
and ports are defined, if correct server or correct port is not defined then the mail service
will not work.
23
For Example: If a person is using Vianet mail service then his settings should be as follows:
Incoming server: pop.unet.net.np with Port 110
Outgoing server: smtp.unet.net.np with Port 25

h) Gaming issues
Whenever a client is facing high ping/ Unstable ping in gaming then IP for the server that
client is being connected to is obtained using tools such as Glasswire / Resource Monitor
or Wireshark,
The IP is pinged and also tracert is done for the IP so that we can identity if any RTO are
observed, also helps to identify the route it is using to communicate with the server,
The results observed from the client end gets compared to the results seen from our end in
the same server,
If any RTO or losses are seen from client end, then NAT pool is changed and different
Block of IP is given, if issue still persists then task gets escalated to L2 support.

4.4.2. Implementation and Testing:

4.4.2.1 How does Internet work?

Figure 4.7: PPPoe Configuration Design

The WAN connection configuration is already done in the RADIUS server. The
Modem/ONU device is first registered to the OLT with data link configuration. The radius
router is supposed to give dynamic connection to the OLT under DHCP with the help of

24
RADIUS Server. [3] When the Home Router makes request for the PPPoe authentication
with the help of PPPoe configuration details. The authentication goes to the Radius server
through OLT.

Then the RADIUS server consists of the patch panel which helps in Authorizing,
Authenticating, and Accessing data over transport layer from the OLT to ONU devices.
Then the Home Router gets Dynamic and Private IP. Then the session is established for
the Internet connection and the client is able to access internet over the transport layer.

Connectivity Types:
Table 4.3: Types of Internet Connectivity

Home User Private and Dynamic IP

SOHO User Public and Dynamic IP
Corporate User Public and Static IP

4.2.2.3 System and tools used

While working as an intern in Vianet there was need to use different software and tools to
do my day-to-day activities. Some of them were familiar to me where as some of them
were completely new. The following are the tools used:

a) 3CX
It is communication software which was used to make, receive and transfer call. It also
gives access to group chat and individual chats. Unlike other calling application, it does
not use internet connection but is an offline application which redirects the call from a
not telecommunication company with defined register number.

25
 Figure 4.8: 3cx

b) IOPS
IOPS is a web application that which gives all the access of the department working with.
It defined Access Control Rules as access was given according to the position and the
department currently working. IOPS also had all the information related to client. It keeps
track of client internet status, other link status, usages, current graphs, contact and other
required details.

26
c)
d) Telnet
Telnet gives access to remote computers from our end. We were given access to log on as a
regular user with some privileges granted to the specific application and data on that
computer. We can change VLAN, wireless network and password, change PPPOE details,

view associated MAC addresses, device connectivity and perform many other activities.

Figure 4.9: Telnet

e) TOPS
Tops is another web-based platform to do basic troubleshoot for Nokia devices.

Figure 4.10: TOPS

27
 CHAPTER 5
CONCLUSION AND RECOMENDATION
5.1 Conclusion:
The internship period of the author was very fruitful for developing both the personal and
technical skills. The time spent at Kantipur Publication ltd. provided the author with
the real-world experience of working in real time environment. Before the internship, the
author had worked in the projects of own interest which was academic but the internship
project dealt with the real-world issues.
The author was able to learn about the strength of the team work in resolving the
technical and non-technical issues. The responsibility of L1 executive project provided to
the author felt quite overwhelming. The author was provided with a mentor who
facilitated the author throughout the internship period. The motivating guidance of the
supervisor also boosted the author to do more. The author had a productive period of
internship at Vianet Communications Pvt. Ltd. and was made ready for a real work
experience in a team to achieve the specific objectives.

5.2 Lessons Learnt:

During my internship program, the huge plus was obviously to get to work in a real time
environment. Implementing theory into practicality needed much adaptation and deeper
understanding. Even though the workplace was hectic, learning to work as a team was
equally rewarding. Everyday task needed to be handled with different analytical direction
so it needed to be managed flexibly under pressure. So, the experience taught me crucial
time management skills, self-motivation, analytical skills along with responsible decision
making.
On the technical side of things, I got to be thoroughly familiar with the protocols and
hardware used in the network distribution.
Aside from those a few crucial lessons learnt include:
• Learning is a never-ending process.
• Time is to be respected.
• Working as a team is important.
• Interpersonal, managerial and entrepreneurial skills are crucial.
• Having a positive attitude takes us a long way.
• Being confident in oneself is very important.
28
• Estimations are generally wrong and contingency factors should always be considered.
• Adopt new skills.
• Cultivate a strong media connection.
• Assess your plan.
• Enjoy your work.

29
 References
Abstract view of a network infrastructure from an ISP. (2016, July). Retrieved from
Researchgate: https://www.researchgate.net/figure/Abstract-view-of-a-network-
infrastructure-from-an-ISP_fig2_321168847
Al-Quzwini, M. (2014, March). Design and Implementation of a Fiber to the Home FTTH
Access Network based on GPON. Retrieved from ResearchGate:
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website/search?q=https%3A%2F%2Fwww.researchgate.net%2Fpublication%2F2
63025546_Design_and_implementation_of_a_Fiber_to_the_Home_FTTH_access
_network_based_on_GPON
Bonetto, E, Mellia, M, Meo, M. (2022, May). Energy profiling of ISP points of presence.
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Protocol
Cisco Networking Academy Builds IT Skills & Education For Future Careers. (n.d.).
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Garn, D. (2022 , September). DNS server troubleshooting for Linux and Windows.
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https://www.techtarget.com/searchnetworking/tip/DNS-server-troubleshooting-
for-Linux-and-Windows
Hasan, Md.Kamrul, Ahammed, Shamim . (2015, December). Design & Implementation a
Corporate Network Using Inter-Vlan Routing Protocol. Retrieved from EWU
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Network topology. (2023,April). Retrieved from Wikipedia:
https://en.wikipedia.org/wiki/Network_topology
Rababah, B. (2015, September ). Build Nationwide Internet Service Provider. Retrieved
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Technical support. (2023, April).Retrieved from Wikipedia:
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 APPENDICES

Figure 1: Physical connection

Figure 2: PPPOE Configuration

31
Figure 3: IOPS customer created support task

Figure 4: IOPS pending support task

Figure 5: GUI of CDATA router

32
 Figure 6: GUI of NT router

Figure 7: GUI of ZTE router

Figure 8: Incorrect PPPOE details

33
 Figure 9: Dying gasps

Figure 10: Deregistration and registration of ONU

Figure 11: Pinging router with load of data

34
Figure 12: Ping to valorant game of Mumbai server

Figure 13: Check if mac is learned

Figure 14: Manually setting up the IP addresses

35
Figure 15: IP obtaining using glasswire and performing ping/tracert

36