Intelligent Self-Healing Networks and Advanced Troubleshooting of Communication Service Problems

摘要

A problem detection and repair system receives a trouble indication indicating a problem with a network. The trouble indication may be the result of automated monitoring of the network, or a user of communication services contacting an operator of the network to report trouble. Communication services may include telephone service, television service, Internet service, and other services delivered via a network. The trouble indication may be paired with the user's account, and one or more status determinations may be made prior to handing the user to a support person. Based on the results of the status determinations, problems may be detected, and repairs automatically attempted. If needed, the user may be forwarded to a support person along with the results of the status determinations and any attempted repairs.