Day 4 Huddle

True or False? When probing for frequent disconnects we should never ask the customer "Is this affecting all devices or just one?"

• True

• False

Before bouncing the data port we must unplug which device?

• Router

• ONT

• Microwave

• OLT

Is the customer provisioned for Ethernet or MoCA?

• Ethernet

• MoCA

• Neither

True or False? When using TechSee the customer should receive a SMS message containing a link to access the tool. The customer will need to click on the link in order to start the connection

• True

• False

When creating a session on TechSee you will need...

• USI & Valid Mobile #

• USI & BTN

• Serial # & DOB

• HUB & Loopcare

True or False? TechSee can be used to check if the Data Port is active on the ONT.

• True

• False

Which type of ONT does the customer have?

• MDU

• SFU

• ONT612

• ENET

Is it important to check the ONT alarms when troubleshooting frequent disconnects & why/why not?

• Yes, because it will have me create a trouble ticket immediately.

• No, because the ONT alarms are not important, the cx RG is.

• No, because the ONT alarms tells us how much the ONT is disconnecting and we need to know how much the router is disconnecting.

• Yes, because the ONT alarms show what is going on stemming from the ONT which could be the root cause for the frequent disconnects.

Which flow would you use for a Vantage frequent disconnect issue?

• Fiber Optic Voice Start flow

• Does not require a workflow

• Vantage Data Frequent Disconnects flow

• Reach out to offline support since there is no flow for this issue

True or False? Tech See has the functionality of scanning a customers barcode or serial number on their allotted equipment.

• True

• False