Hsi Tech Quiz 1

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| By Jlaczny
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Jlaczny
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Quizzes Created: 3 | Total Attempts: 93,186
Questions: 12 | Attempts: 73

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Hsi Tech Quiz 1 - Quiz

Questions and Answers
  • 1. 

    A customer calls with 3 lights showing on her modem. Which is the most likely scenario?

    • A.

      The modem is functioning correctly.

    • B.

      The modem is unable to sync to the network.

    • C.

      The ethernet cable may not be plugged in.

    • D.

      The modem lock may be enabled.

    Correct Answer
    C. The ethernet cable may not be plugged in.
    Explanation
    The most likely scenario is that the ethernet cable may not be plugged in. This is because if the cable is not connected properly, the modem will not be able to establish a connection to the network, resulting in the lights showing on the modem.

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  • 2. 

    An elderly gentleman calls you who cannot get online. Upon probing, you discover that he has 2 lights showing on his EMTA. What is the most likely cause?

    • A.

      The EMTA is unable to sync to the network. Have the customer check connections.

    • B.

      The EMTA is most likely running off of battery. Have the customer try another power outlet.

    • C.

      The EMTA is functioning correctly and the customer should have internet.

    • D.

      None of the above.

    Correct Answer
    B. The EMTA is most likely running off of battery. Have the customer try another power outlet.
    Explanation
    The most likely cause for the elderly gentleman's inability to get online is that the EMTA is running off of battery. This is indicated by the presence of two lights on the EMTA. To resolve the issue, the customer should try plugging the EMTA into another power outlet.

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  • 3. 

    You receive a call from a young lady who cannot get online. Upon probing, you discover that the customer has 2 lights showing on her modem. What is the most likely cause?

    • A.

      The modem is unable to sync to the network. Have the customer check connections.

    • B.

      The modem is unable to communicate with the customer's PC. Have the customer try another ethernet cable.

    • C.

      The modem is functioning correctly and the customer should have internet access.

    • D.

      The customer may have accidentally hit the 'modem lock' button on the front of the modem. Have the customer lightly tap the on/off button on the front of the modem.

    Correct Answer
    D. The customer may have accidentally hit the 'modem lock' button on the front of the modem. Have the customer lightly tap the on/off button on the front of the modem.
    Explanation
    The most likely cause for the customer not being able to get online is that they may have accidentally hit the 'modem lock' button on the front of the modem. By lightly tapping the on/off button on the front of the modem, it can potentially resolve the issue and allow the customer to regain internet access.

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  • 4. 

    A customer calls you from a cell phone complaining that he has no internet or phone service. Upon probing, you are able to uncover that there are 3 lights on the EMTA. What is the most likely scenario?

    • A.

      The EMTA is unable to sync to the network. Have the customer check connections and perform a pin reset of the EMTA.

    • B.

      The customer may have accidentally pressed the on/off button. Have the customer depress the button and connectivity should be restored.

    • C.

      The EMTA may be running of battery power. Have the customer check if the EMTA is plugged in securely. If it is, have the customer try another outlet.

    • D.

      The EMTA is functioning correctly and the customer should be online.

    Correct Answer
    A. The EMTA is unable to sync to the network. Have the customer check connections and perform a pin reset of the EMTA.
    Explanation
    Based on the information provided, the most likely scenario is that the EMTA is unable to sync to the network. This is indicated by the fact that there are 3 lights on the EMTA, which suggests that it is receiving power but not able to establish a connection. The suggested solution is to have the customer check connections and perform a pin reset of the EMTA, as these steps can help troubleshoot and resolve the syncing issue.

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  • 5. 

    You receive a call from a customer who cannot get online. There are 4 lights on his modem. What is the most likely scenario?

    • A.

      The modem is unable to sync to the network. Check connections and power cycle the modem.

    • B.

      The modem is functioning correctly, the customer should have internet.

    • C.

      The modem is defective. Advise the customer to go to a storefront to get a new one.

    • D.

      All of the above

    Correct Answer
    B. The modem is functioning correctly, the customer should have internet.
  • 6. 

    What is the function of the DNS server?

    • A.

      It is responsible for the sending and receiving of email messages.

    • B.

      It is responsible for issuing a unique IP address to every computer connected to the Cogeco network.

    • C.

      It operates like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • D.

      The DNS server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

    Correct Answer
    C. It operates like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.
    Explanation
    The DNS server operates like a phone book by mapping domain names (such as www.yahoo.ca) to their corresponding IP addresses. When a user types a domain name into their browser, the DNS server is responsible for looking up the IP address associated with that domain name and connecting the user to the correct website.

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  • 7. 

    What is the function of the DHCP server?

    • A.

      The DHCP server is responsible for issuing a unique IP address to every computer connected to the Cogeco network.

    • B.

      The DHCP server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

    • C.

      It operates like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • D.

      It is responsible for the sending and receiving of email messages.

    Correct Answer
    A. The DHCP server is responsible for issuing a unique IP address to every computer connected to the Cogeco network.
    Explanation
    The DHCP server is responsible for assigning a unique IP address to each computer connected to the Cogeco network. This allows the computers to communicate with other devices on the network and access the internet. Without DHCP, network administrators would have to manually assign IP addresses to each computer, which would be time-consuming and prone to errors. The DHCP server automates this process, ensuring that each computer has a unique IP address and simplifying network management.

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  • 8. 

    What is the function of the mail servers?

    • A.

      They operate like a phone book. When attempting to connect to a website, you would type www.yahoo.ca (for example) into the address bar of your browser. The DNS server searches for the IP address of the website you requested and associates it with your request.

    • B.

      They operate like an electronic post office. They are responsible for the sending and receiving of email messages.

    • C.

      The mail server is responsible for managing all incoming and outgoing bandwidth and counts the amount of bandwidth that a modem connected to the Cogeco network is using. This is the backbone for the usage billing system and is how Cogeco decides if a particular area is in need of an upgrade.

    • D.

      None of the above.

    Correct Answer
    B. They operate like an electronic post office. They are responsible for the sending and receiving of email messages.
    Explanation
    The function of mail servers is similar to that of an electronic post office. They handle the sending and receiving of email messages, just like a post office handles the sending and receiving of physical mail. Mail servers are responsible for storing and delivering emails to the intended recipients, ensuring that messages are properly routed and delivered to the correct mailboxes. They also handle tasks such as spam filtering, virus scanning, and managing user accounts and mailboxes.

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  • 9. 

    Select the items that are required for validation.

    • A.

      The name on the account.

    • B.

      The postal code

    • C.

      The full address including street type and city.

    • D.

      Phone number

    • E.

      The account number.

    Correct Answer(s)
    A. The name on the account.
    C. The full address including street type and city.
    D. Phone number
    Explanation
    These items are required for validation because they provide necessary information to verify the identity and contact details of the account holder. The name on the account helps in confirming the ownership of the account, while the full address including street type and city is important for verifying the residential address. The phone number is needed for communication purposes and to ensure that the account holder can be reached.

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  • 10. 

    As a Cogeco Internet Technical Support agent, we are able to walk a customer through the setup of their wireless router.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    As a Cogeco Internet Technical Support agent, it is not within their scope of responsibility to walk a customer through the setup of their wireless router. Their role is to provide technical support and assistance for any issues or problems related to the internet service provided by Cogeco. The setup of a wireless router is typically the responsibility of the customer or an IT professional.

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  • 11. 

    As a Cogeco Internet Technical Support agent, we are able to walk a customer through setting up their email in Outlook Express.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The given statement is true because as a Cogeco Internet Technical Support agent, one of the tasks is to assist customers in setting up their email in Outlook Express. This implies that the agent has the necessary knowledge and expertise to guide customers through the process successfully. Therefore, the correct answer is true.

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  • 12. 

    As a Cogeco Internet Technical Support agent, we are able to assist a customer with setting up their Cogeco email address on their new iPhone.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    As a Cogeco Internet Technical Support agent, the agent is not able to assist a customer with setting up their Cogeco email address on their new iPhone.

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