Patent ID: 9553780
Date: 2017-01-24
CPC Classifications: G06Q,H04L

Claim:
1. A method for bi-lateral data connection troubleshooting a communication service by using a communication service troubleshooting tool, comprising: creating, by the communication service troubleshooting tool, an association between a customer premise equipment in a customer network and a communication service provider router providing the communication service in a communication service provider network; determining, by the communication service troubleshooting tool, a customer premise equipment configuration of the customer premise equipment in the customer network and a router configuration of the communication service provider router providing communication services to the customer premise equipment based on the association; responsive to determining the customer premise equipment configuration and router configuration, initiating, by the communication service troubleshooting tool, at least one network test on a customer premise equipment interface of the customer premise equipment in the customer network and at least one network test on a router interface of the communication service provider router, each of the at least one network tests are separate and initiated simultaneously, wherein the customer premise equipment interface and the router interface are configured for the communication service; responsive to initiating the separate tests, generating customer premise equipment measurements based on the at least one network test on the customer premise equipment interface and router measurements based on the at least one network test on the router interface; collecting, by the communication service troubleshooting tool, the customer premise equipment measurements and the router measurements generated by each of the at least one test initiated on the customer premise equipment interface and the at least one test initiated on the router interface; determining, by the communication service troubleshooting tool, a difference between the collected customer premise equipment measurements and router measurements; determining, by the communication service troubleshooting tool, whether the difference exceeds a normal threshold; in response to determining that the difference exceeds the normal threshold, identifying, by the communication service troubleshooting tool, that a cause of the difference includes at least a mismatch between the customer premise equipment configuration and the router configuration; and changing, by the communication service troubleshooting tool, at least one of the customer premise equipment configuration to an acceptable customer premise equipment configuration or the router configuration to an acceptable router configuration based on i) the cause of the difference, and ii) a solution for the cause which is obtained by comparing the cause, the customer premise equipment configuration, the router configuration, or a combination thereof with information previously stored on a datastore of the communication service provider, wherein the information previously stored comprises a previously stored cause, previously stored bi-directional information, previously stored customer behavior, or a combination thereof.