Intraweb / Procedures Quiz

1. You receive a call from a gentleman who cannot get online. He has one light showing on the modem. After validating the customer, you perform the following troubleshooting steps:

1. Checks NOC Alerts - No NOCS
2. Asks about other services - TV is working, customer does not have phone.
3. Asks about light patterns, 1 light flashing on the modem
4. Asks customer to pin reset the modem - it does not work
5. Books a trouble call using task code 70.

True or False: All troubleshooting steps were adhered according to procedure.

True

False

Missed step: Check Connections.

Explanation

Missed step: Check Connections.

2. You receive a call from a customer who is complaining of slow speeds. The customer currently subscribes to Standard Internet and phone service with us and is calling us on the Cogeco phone.

After validating the customer, You peform the following troubleshooting steps:

1. Check NOC alerts - No NOCs
2. Ask about light Patterns - 8 lights showing on the modem
3. Ask the customer if all of the computers in the home are experiencing the slow speeds. The customer replies that only one of the three computers in her home are experiencing the slower speeds.

What is the next step?

Have the customer hang up, bypass the router, reset the EMTA and call back to continue troubleshooting.

Have the customer run a speedtest.

Have the customer connect directly to the modem and run a speed test.

The next step is to have the customer connect directly to the modem and run a speed test. This step is important because it helps to isolate the issue and determine if the slow speeds are caused by the customer's router or if it is a problem with the modem or the internet service itself. By bypassing the router and connecting directly to the modem, any potential issues with the router can be ruled out, allowing for a more accurate troubleshooting process.

Explanation

The next step is to have the customer connect directly to the modem and run a speed test. This step is important because it helps to isolate the issue and determine if the slow speeds are caused by the customer's router or if it is a problem with the modem or the internet service itself. By bypassing the router and connecting directly to the modem, any potential issues with the router can be ruled out, allowing for a more accurate troubleshooting process.

3. A customer calls up and requests that you walk him through setting up newsgroups in Outlook Express 6.

What is the correct action?

Warm transfer the customer to the MSA unsupported team.

Advise the customer that Cogeco does not offer access to newsgroups and end the call.

Walk the customer through setting up the newsgroups step by step.

The correct action is to walk the customer through setting up the newsgroups step by step. This means providing the necessary guidance and instructions to help the customer successfully set up newsgroups in Outlook Express 6.

Explanation

The correct action is to walk the customer through setting up the newsgroups step by step. This means providing the necessary guidance and instructions to help the customer successfully set up newsgroups in Outlook Express 6.

4. A customer calls in to request assistance with setting up their email address in Windows Mail.

How would you categorize this call?

Res Tech Support Inet - E-Mail - Provisioning

Res Tech Support Inet - FAQ INET - E-Mail Management

Res Tech Support Inet - No Service INET - Customer Equipment

None of the above.

Refer to the "Internet Categories FAQ" job aid found in 'General Info'

Explanation

Refer to the "Internet Categories FAQ" job aid found in 'General Info'

5. A customer calls up who cannot turn on their computer. Their monitor displays 'No Signal' and there is a loud beeping noise coming from their tower.

How would you categorize this call?

Res Tech Support Inet - No Service - Customer Equipment

Res Tech Support Inet - Unsupported INET - Unsupported Equipment

Res Tech Support Inet - Unsupported INET - Unsupported Software

Res Tech Support Inet - Unsupported INET - Internal Configuration Issue

The Unsupported INET subcategory is ONLY to be used by the MSA unsupported team. Refer to the "Internet Categories FAQ" job aid found in 'General Info'

Explanation

The Unsupported INET subcategory is ONLY to be used by the MSA unsupported team. Refer to the "Internet Categories FAQ" job aid found in 'General Info'

6. After troubleshooting, you determine that a customer needs a service call for no service as their internet and phone are not working.

The customer lives in BEACHBURG. The first available appointment is three days from now. Can this service call be forced in for tomorrow?

Yes

No

Although Lindsay is not a sameday/next day area, you can still force in an appointment for the next day provided that we perform service calls on the day in question.

Explanation

Although Lindsay is not a sameday/next day area, you can still force in an appointment for the next day provided that we perform service calls on the day in question.

7. A customer who only subscribes to standard internet service calls in complaining of intermittent internet.

You perform the following troubleshooting steps:

1. Check NOC alerts - No NOCS
2. Ask about Light Patterns - 4 Lights
3. The customer is directly connected - no router
4. Modem is showing online in SMP
5. All signal levels are passing (RX/TX, US/DSNR)
6. Click on Ping/Trace/Mrtg, Packet Loss, Max Latency, Avg. Latency, Backbone Latency and Cable Latency Passes
7. Click on Latency, there is no Packet Loss on the Modem 10 Base IP.
8. Run Save Your Time, check the customer's Flaps and T3 timeouts. The customer is showing 100 flaps and 250 T3 timeouts.
9. Schedule a service call using task code 71 for poor service - inet.

True or False: All troubleshooting steps were adhered according to procedure.

True

False

The procedure indicates that if the customer does not subscribe to phone service to disregard any flaps or T3 timeouts.

Explanation

The procedure indicates that if the customer does not subscribe to phone service to disregard any flaps or T3 timeouts.

8. You take a call on Friday from a customer in ELORA with two flashing lights on her modem. After troubleshooting, you determine that a customer requires a service call to have the modem replaced.

The first available appointment is a week from now. Can this service call be forced in for tomorrow?

Yes

No

Seeing as you took this call on a Friday, the next day would be Saturday. There is no availability for service calls on the Weekends in Elora. Please refernce system information.

Explanation

Seeing as you took this call on a Friday, the next day would be Saturday. There is no availability for service calls on the Weekends in Elora. Please refernce system information.

9. A customer calls in who cannot connect to the internet and is getting a "Page cannot be displayed" error in Internet Explorer. After fully validating the customer, you confirm that there is no NOC alert posted for her area, and that her television is working (she does not have phone).

When you ask about lights on her modem, she indicates that all four lights are on at the moment.

SMP is showing a valid IP address, and when you confirm what the customer is seeing, she is showing a 192 based IP.

Seeing as the customer is behind a Netgear Wireless router, you have her power cycle the router. After doing this, the customer is still unable to get online.

You ask the customer to bypass the router and upon doing so, connectivity is restored.

What is the next step?

Ask the customer to reconnect her router and perform a pin reset on the modem.

Provide the customer with the Technical Support number for Netgear and end the call.

Warm transfer the customer to the MSA unsupported queue.

Walk the customer through the settings on her router

As per the no service procedure:

2. DOES THE CUSTOMER HAVE OR DID THEY RECENTLY ADD A ROUTER?

If your customer is unsure of this, another question could be "Is there more than 1 computer in the home?"

If the customer is on our Home Phone service please end your call before resetting and advise the customer that a reboot of their computer may also be required

If yes, have the customer power cycle their Router (by unplugging the power cable from the back of the router and plug it back in) and attempt to connect to the Internet again.

Did this resolve the issue?

If yes, then please advise the customer to try this in the future, and end the call

If no, please have the customer plug their computer directly into the Modem.

Did this resolve the issue?

If yes, advise the customer that they may have an issue with their Router and transfer them to the Unsupported Queue.

Explanation

As per the no service procedure:

2. DOES THE CUSTOMER HAVE OR DID THEY RECENTLY ADD A ROUTER?

If your customer is unsure of this, another question could be "Is there more than 1 computer in the home?"

If the customer is on our Home Phone service please end your call before resetting and advise the customer that a reboot of their computer may also be required

If yes, have the customer power cycle their Router (by unplugging the power cable from the back of the router and plug it back in) and attempt to connect to the Internet again.

Did this resolve the issue?

If yes, then please advise the customer to try this in the future, and end the call

If no, please have the customer plug their computer directly into the Modem.

Did this resolve the issue?

If yes, advise the customer that they may have an issue with their Router and transfer them to the Unsupported Queue.

10. A customer calls up who is unhappy with the overage charges on his bill. You explain the charges, suggest methods to control and monitor usage, and suggest an upgrade, but the customer is still unhappy. He demands that you credit back the usage. Upon further investigation, you find that this is the fourth month in a row that the customer has called in seeking a credit and deny the credit.

The customer demands to have his services disconnected, so you warm transfer him to the retention queue.

How would you categorize this call?

Res Tech Support INET - FAQ INET - HSI Usage - Transferred

Res Billing - Billing Inquiry - HSI Usage - Transferred

Unknown - Unknown- Unknown - Esclated

Save Team - Not Selected - Not Selected - Transferred

Whenever a customer is transferred to another department, we should select the category of the department that the customer is being transferred to (in this case save team) and leave the sub-category and call type as 'Not Selected' with the resolution as transferred.

Explanation

Whenever a customer is transferred to another department, we should select the category of the department that the customer is being transferred to (in this case save team) and leave the sub-category and call type as 'Not Selected' with the resolution as transferred.