Font size
WorksheetsTR Quiz
Total questions: 20
Worksheet time: 24mins
Where would you find the current (Real Time) SNR level for a customer’s card/interface?
ACSR
Yellow Pill
CMTS Command Gateway (UBR)
Red Pill (OPUS)
Where can you find the Fiber Node for an account in OPUS?
Bottom of OPUS under CMTS Information/SV Node
Bottom of OPUS under CMTS Information/Local FIB
Bottom of OPUS under CMTS Information/CMTS FIB
This information cannot be found in OPUS
John Crow is calling in because he just got a new Motorola SBG6580 from his local office. He took the modem out of the box and screwed the coax cable in on both ends. He connected the Ethernet cord, and finally the power cord. He saw all the modem lights turn on, then off. Afterwards the Receive and Send lights began to flash simultaneously. He turned his computer on and noticed he was not getting an internet connection. He checked his cables and everything seemed to be plugged in properly.
John Crow decided to call tech support and reached you on the phone. You pull up your tools and see nothing wrong with his account. His new modem was swapped onto the account earlier today by his local office, his account is Active with a valid internet purchase offer and his previous modem had no signal issues. The modem lights are still flashing simultaneously on Receive and Send and the online light is solid. The CM uptime currently shows 7 minutes 43 seconds.
What is the MOST likely reason he cannot surf yet?
The Modem is not fully online and we need to perform standard troubleshooting
This is a defective modem we need to contact Lead Specialist for approval to refer to swap modem
We just need to power cycle the modem and the customer will be able to surf
The modem is in the process of initial connection/updating firmware. We must wait at least 30 minutes prior to proceeding with troubleshooting
A customer calls in reporting his Internet service is not working. This is the only service he has with Cable One. You perform truck roll troubleshooting and determine that you need to do a service call for an ASO. What are required to put in the WIP comments in ACSR?
Request the tech to check the notes on the account as it is already in there
Notes are already in the account and no further notation is needed
Details of what the issue is and what we did to troubleshoot along with any gate codes or special instructions
Only input the modem that they have in the notes so tech knows what they are dealing with
A customer calls in and advises that her Internet and phone are completely out and the modem’s DS light is blinking. We go through full troubleshooting and now it’s time to set up a service call. It is 4 PM in the system on a Friday. The next open appointment is a week out. When would you offer to schedule the service call for?
Next available date in Singleview
Monday (all day)
Friday (same day)
Saturday
Mr. Gold is extremely upset that he is currently unable to use his Netflix membership he just purchased. He calls tech support and asks that we send a technician immediately to resolve his issue. We look at his signals and notice that the SNR on his modem is well below the acceptable range; we perform truck roll troubleshooting. We would……
Refer to Local office for RF issues
None of the above
Call Lead Specialist as this is a possible outage that may need reporting
Set up a service call as the signals are erratic
If a customer is NOT having any other issues, a high transmit power (US TX) is an acceptable reason to set up a service call.
True
False
You receive a call from a subscriber at 2:00 PM in Biloxi, MS. It is regarding missed calls for their service call appointment. The customer missed the pre-call the day before and the day of the service call. The customer then advised they also missed a 3rd call from Cable One over an hour ago. The customer advised you they took the day off work and you need to get the tech out to their house. You would….
Contact Lead Specialist to see if they can push the service call through ASAP
Advise the customer the Tech will still be out even if they missed the pre calls
Call dispatch to resend the tech since the customer just missed the pre call 20 minutes ago
Reschedule the service call for the next business day
What is the reason behind us posting a level 4 outage on Outage now?
All of the above
System wide issue
Informational postings
Service impacted issue
What does a B43PM mean in relation to service calls? What time frame should we give the customer for this type of appointment?
Same day service call customer can call in anytime- Appointments will be from the time customer scheduled to 9:00PM
This would mean it’s a priority service call with an all day time frame
Same day service call as long as customer calls in before 3 pm system time: All day time frame
We do not do B43PMs in the TCC
How long does a new modem need to be connected before we complete truck roll troubleshooting for the modem being offline?
1 Hour
30 Minutes
20 Minutes
24 Hours
Priority service call hours are from 8am to 5pm.
True
False
Where should we check to make sure there are no restrictions on the days or times we can do service calls for a particular system?
System Policies/Tools page, Office Alerts
ACSR, Service Call Restrictions
Call Lead Specialist
Gabe Newell calls in with his modem offline and TV working. After completing truck roll helper the modem is still offline. It is 3:15 PM in the system on a Friday. The next open appointment is a week out. When is the soonest we could get a service technician out?
Monday (all day)
Friday (same day)
Saturday
Next available date in Singleview
A customer in Texarkana has an offline modem on interface Fiber Node: TEX-HE-CMC-03 FN-87 -24A.
Given the outage list below, is it possible that the customer is being affected by a posted outage?
YES
NO
Prior to completing the scheduling of a service call we must complete the pre-call requirements. These requirements are the following. Select all that apply.
Advise the caller that there will be 2 attempts to reach them
Verify the customer’s address
Advise the caller if they do not answer the phone to confirm the appointment when the pre-call occurs, the service call will be cancelled, and they will have to reschedule their service call
Verify the best phone number to contact the caller
Advise the caller that they must answer the phone to confirm the appointment when we attempt to call, and it may occur from an 800 number or a blocked/restricted number/private/unavailable number
When giving customers special instructions regarding their service call, what information are we required to provide? Select all that apply
Inform the caller, that furniture blocking access for our field techs will need to be moved prior to their arrival
Advise the customer if they have pets in the yard they will need to remove their pet for the field tech’s safety
Advise the customer that the field tech will need access to the room the modem is in
Verify someone over the age of 18 will be present
Customer calls into the TCC as they want their modem moved to a different outlet. The customer has requested a technician to do this for them. We can schedule the requested appointment provided the following is documented in the WIP comments: (Customer would like modem moved to different outlet).
True
False
When troubleshooting packet loss issues, you can determine if this is an isolated issue or a multi user issue by pinging other modems on the card.
True
False
John called in with a slow surf issue and you have determined he is in a Level 2 outage for Low SNR. John advised you that he wants a tech to come out to correct this regardless. We would still send a Field tech to the customer house even though there is a posted Level 2 Outage because the customer requested it?
True
False
