Bi-directional real-time data connection troubleshooting

A communication service troubleshooting tool for bi-lateral data connection troubleshooting of communication services, comprising instructions stored in non-transitory memory that, upon execution by at least one processor, configure the at least one processor to:

• create an association between a customer premise equipment (CPE) and a router;
• determine a CPE configuration of the CPE in a customer network and a router configuration of the router in a communication service provider network providing communication services to the CPE based on the association;
• responsive to determination of the CPE configuration and the router configuration, initiate at least one network test on the CPE and at least one network test on the router, each of the at least one network tests are separate, wherein the at least one network test on the CPE generates CPE measurements and the at least one network test on the router interface generates router measurements;
• collect CPE measurements associated with the CPE and router measurements associated with the router based on the association;
• determine whether the CPE measurements and the router measurements are normal based on an analysis of the CPE configuration and the router configuration;
• and
• in response to a determination that the CPE measurements and the router measurements are not normal, identify a cause of the abnormal measurements, wherein the identification of the cause of the abnormal measurements comprise identification of a configuration mismatch between the CPE configuration and the router configuration by identification that packets are being marked incorrectly and placed into a wrong queue at the router, the packets being associated with a class of service for a customer.

A system for bi-lateral data connection troubleshooting a communication service by using a communication service troubleshooting tool, comprising:

• a customer premises equipment (CPE) comprising a CPE interface that is configured for the communication service, wherein the CPE resides in a customer network;
• a router comprising a router interface that is configured for the communication service, wherein the router resides in a communication service provider network, the router providing the communication service to the CPE;
• a communication service troubleshooting tool that, upon execution of at least one processor, the communication service troubleshooting tool:
• creates an association between the CPE and the router;
• determines a CPE configuration of the CPE in the customer network and a router configuration of the router in the communication service provider network providing communication services to the CPE based on the association;
• responsive to determination of the CPE configuration and the router configuration, initiates at least one network test on the CPE interface and at least one network test on the router interface, each of the at least one network tests are separate, wherein the at least one network test on the CPE interface generates CPE measurements, and the at least one network test on the router interface generates router measurements;
• collects the CPE measurements associated with the CPE and the router measurements associated with the router based on the association;
• determines whether the CPE measurements and the router measurements are normal based on an analysis of the CPE configuration and the router configuration;
• and
• in response to a determination that the CPE measurements and the router measurements are not normal, identifies a cause of the abnormal measurements that comprises identification of a configuration mismatch between the CPE configuration and the router configuration by identification that packets are being marked incorrectly and placed into a wrong queue at the router, the packets being associated with a class of service for a customer.