Patent ID: 8811148

Claim:
A method, comprising: receiving, by a system including a processor, a trouble report indicating a malfunction with a service supplied by a media communication system to customer premises equipment operating in the media communication system; identifying, by the system, a subscriber account associated with the customer premises equipment; responsive to determining from the subscriber account that the service is not inactive: determining, by the system, a state of operation of a digital subscriber line access multiplexer serving the customer premises equipment and the customer premises equipment; detecting, by the system, a first operational fault in the digital subscriber line access multiplexer serving the customer premises equipment from the state of operation of the digital subscriber line access multiplexer; resetting, by the system, the digital subscriber line access multiplexer responsive to detecting the first operational fault in the digital subscriber line access multiplexer; verifying, by the system, restoration of the digital subscriber line access multiplexer responsive to the resetting of the digital subscriber line access multiplexer; detecting, by the system, a second operational fault in the customer premises equipment from the state of operation of the customer premises equipment; power cycling, by the system, the customer premises equipment responsive to detecting the second operational fault in the customer premises equipment; responsive to not detecting an operation issue in the digital subscriber line access multiplexer and in the customer premises equipment: obtaining, by the system, telemetry data from a node of a local area network of the customer premises equipment, wherein the telemetry data comprises packet loss rate, bit error rate, jitter, or combinations thereof; reconfiguring, by the system, the customer premises equipment to reduce traffic in the node of the customer premises equipment responsive to detecting congestion associated with the local area network according to the telemetry data; and generating, by the system, a trouble ticket directed to a service agent responsive to receiving input indicating that the malfunction with the service has not been corrected, and responsive to not detecting the operation issue in the digital subscriber line access multiplexer and in the customer premises equipment and responsive to not detecting congestion in the local area network of the customer premises equipment.