CYK8 Connectivity Issues

Per the myCSP article *311892 WFT BBT Enhancement Training the customer's modem may be in sync or out of sync; you must determine the state of the modem by discussing with the customer.

• Good Line

• Line Out of Sync

• Line Errors

• Marginal Bit Rate

• Bad Bit Rate

Per the myCSP article _______ is a measurement of the total number of bits that can be transmitted per unit of time from the DSLAM to the customer's modem.

• Bit rate.

• Noise Margin.

• Line Errors.

• Sync Status.

WFT identifies when a customer’s line is pre-qualified for AT&T Internet.

• Green

• Blue

• Red

• Yellow

Inability to access some databases, tools or sections of My CSP. Outages of this sort, while a hindrance, are not as severe as a complete outage.

• Partial outage

• Limited outage

• Complete outage

• One application outage

DSL service disconnected in error (DIE) triggering events include: (check all that apply)

• Unwarranted Disconnected.

• No sync.

• Suspended service.

• Late payment.

The Break Points Methodology shows you____________.

• The big picture.

• Unwarranted disconnects.

• Partial outages.

• Line errors.

When a customer calls in with a connectivity issue you will: (check all that apply)

• Use probing questions to help determine the type of problem.

• Start with an open-ended questions.

• Follow-up with closed ended questions.

• Share a similar story.

• Commit to resolving the issue.

All equipment connected to the phone wiring (other than the modem) must have a _____________on it.

• Splitter

• Line filter.

• SOEG

• Modem

Customers can power cycle their modem by doing the following: (check all that apply)

• Unplugging the modem’s power cord.

• Waiting 5 seconds.

• Plugging the power cord back in.

• Verifying the customer has sync.

• Verifying status of DSL/ready light.

Examples that may cause No/Intermittent Sync on the DSL Modem include: (check all that apply)

• The modem is too close to something electrical like subwoofers.

• 900MHz or 2.4GHz phones.

• Too many regular phones on the ADSL line.

• Power cord plugged in

• Security systems attached to the ADSL line.