INCIDENT MODEL / INC-28491
Reference CPE telemetryEU-CENTRAL · REFERENCE CASE
Reference case · Incident INC-28491

Customer symptom to verified recovery

A deterministic replay of the product decision chain. Every state transition links to its topology, diagnosis, action-policy or verification evidence.

Customer-reported symptom
“Video calls keep dropping in the bedroom.”
Keller family home · Family house · 2 floors · Fiber 500/100
Incident
INC-28491
Scenario time · 10:42 CET
Current state
Detected
Severity: High
54
Experience score
Degraded experience
Weighted technical score / 100
ProblemVideo-call loss and jitter on the bedroom WiFi path
DiagnosisWeak mesh backhaul, poor client association and upload congestion
DecisionAllow client steering and temporary QoS; block router reboot
Success ruleScore ≥75 with packet loss <1% and improved retry rate

Incident lifecycle

Each gate has an evidence requirement; resolution is not a manual status change.
Policy HA-VIDEO-04
01
Detected
02
Diagnosed
03
Remediation Selected
04
Command Executed
05
Verification Running
06
Resolved
Interactive demo state
Ready to replay the incident evidence chain

Clicking the primary button advances detection, diagnosis, action, verification and closure using the shared incident model.

0%
Awaiting replay
Delivery plan

Decision and evidence log

Traceable outputs passed between product modules
1 / 6 states available
10:42:15Detected

Experience score crossed 60; video-call loss reached 3.2%.

10:42:17Diagnosed

WAN and gateway ruled out; weak mesh backhaul and wrong-node association confirmed.

10:42:18Action selected

Client steering and temporary QoS allowed; router reboot blocked.

10:42:19Command accepted

Target node accepted steering policy; action receipt recorded for audit.

10:42:21Verification

Loss, retry rate, jitter and upload latency entered the recovery window.

10:42:25Resolved

Score reached 82 and all required checks remained inside policy thresholds.

Experience score
54 → 82
Modeled result · verification pending
Packet loss
3.2%
Threshold: <1%
Retry rate
28%
Bedroom path degraded
Verification checks
0/4
Post-action observation required

Experience recovery trace

Detected-state fixture and post-action verification window
Modeled
10:40
83
10:42
67
10:44
54
10:46
52
10:48
51
10:50
50

Diagnosis & safe action

In-home path
Primary root cause
Weak mesh backhaul and poor device steering
Secondary contributor
Uplink bufferbloat during the active video call.
Selected action plan
Steer to stronger mesh pathsafe
Temporary video QoSsafe
Router rebootblocked
Inspect diagnosis

Impact attribution contract

Field evidence required

The reference incident proves technical recovery only. A production pilot must join the following outcomes before claiming commercial value.

Customer symptom after 24 hoursRequired
Repeat contact within 7 daysRequired
Care handling time and dispositionRequired
Technician dispatch outcomeRequired
Matched control-cohort comparisonRequired
Support outcome

“The internet line is healthy. The bedroom WiFi path was weak, so we improved the laptop's path and reduced delay during the video call. Continue monitoring; recommend hallway placement if the extender remains weak.”

Customer outcome

“Your internet line is working normally. We improved the WiFi path for your video call. If the bedroom signal becomes weak again, move the extender closer to the hallway.”