Reactive MW Fault Management Services Project

Needing a trusted pair of hands
Looking to further enhance their already successful delivery, a Global Telecoms Vendor was looking for a reliable maintenance partner to provide FLM services for two of their key UK clients, both of which are major UK Mobile Network Operators.

Why Comvergent?
The vendor decided to turn to Comvergent due to their long-established history of deploying and maintaining microwave solutions, as well as their nationwide teams that could be deployed at short notice. As an added benefit, Comvergent had installed the original equipment on a large number of sites many years before, so had a unique familiarity with the estates and networks.

The Project
Comvergent firstly set up a dedicated service desk to accept and acknowledge the incoming fault tickets from the client. The team would then triage the tickets to establish the nature of the fault and take appropriate actions. These could include:

  • Site access responsibilities
  • Desktop gating to assess any plant / specialist climbing requirements
  • Booking of 3rd party plant
  • Scheduling of appropriately skilled resources (Using their internal Workforce Management Platform)
  • Deployment of appropriately skilled resources in line with fault descriptions
  • Provide the client with regular updates on fault resolution progress.

As a result, Comvergent Engineers then supported a range of fault situations with activities including:

  • Outdoor unit swaps
  • MW dish swaps
  • MW dish alignment
  • Line of sight services (2 or 4 man)
  • XPIC troubleshooting
  • Replacing baseband cable between ground and tower mounted equipment
  • Indoor unit replacement, configuration and troubleshooting
  • E2E link configuration and testing

Overcoming Challenges

The service was provided across the client’s MW radio footprint, which covers the length and breadth of mainland UK, Highlands, Islands and Northern Ireland. This meant that some sites, such as snow-topped highland hills and central London rooftops, had complex access requirements – either because of the terrain and weather, or gaining keys from local authorities.
Thanks to Comvergent’s expert Engineers and the planning team’s relationships with local councils, these issues were easily overcome, enabling the services to be delivered within the defined SLAs.

The Outcome
To date on this service, Comvergent has resolved over 192 climbing and 86 ground-based MW link related faults.
As a result of the project, the client has been able to be more responsive and increase their SLA fulfilment. They also saw increased cell availability and were able to ensure minimal downtime and optimise service quality for their end users.

Find out more about Comvergent’s maintenance services