Intraweb / Procedures Quiz
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- 1.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?
- A.
Ask the customer to reconnect her router and perform a pin reset on the modem.
- B.
Provide the customer with the Technical Support number for Netgear and end the call.
- C.
Warm transfer the customer to the MSA unsupported queue.
- D.
Walk the customer through the settings on her router
- 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 NOCs2. Ask about light Patterns - 8 lights showing on the modem3. 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?
- A.
Educate the customer that the slow speeds is most likely an issue with her router and provide her the number for her router manufacturer and end the call.
- B.
Have the customer hang up, bypass the router, reset the EMTA and call back to continue troubleshooting.
- C.
Have the customer run a speedtest.
- D.
Have the customer connect directly to the modem and run a speed test.
- 3.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 NOCS2. Asks about other services - TV is working, customer does not have phone.3. Asks about light patterns, 1 light flashing on the modem4. Asks customer to pin reset the modem - it does not work5. Books a trouble call using task code 70.True or False: All troubleshooting steps were adhered according to procedure.
- A.
True
- B.
False
- 4.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 NOCS2. Ask about Light Patterns - 4 Lights3. The customer is directly connected - no router4. Modem is showing online in SMP5. 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 Passes7. 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.
- A.
True
- B.
False
- 5.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?
- A.
Yes
- B.
No
- 6.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?
- A.
Yes
- B.
No
- 7.A customer calls in to request assistance with setting up their email address in Windows Mail. How would you categorize this call?
- A.
Res Tech Support Inet - E-Mail - Provisioning
- B.
Res Tech Support Inet - FAQ INET - E-Mail Management
- C.
Res Tech Support Inet - No Service INET - Customer Equipment
- D.
None of the above.
- 8.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?
- A.
Res Tech Support Inet - No Service - Customer Equipment
- B.
Res Tech Support Inet - Unsupported INET - Unsupported Equipment
- C.
Res Tech Support Inet - Unsupported INET - Unsupported Software
- D.
Res Tech Support Inet - Unsupported INET - Internal Configuration Issue
- 9.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?
- A.
Res Tech Support INET - FAQ INET - HSI Usage - Transferred
- B.
Res Billing - Billing Inquiry - HSI Usage - Transferred
- C.
Unknown - Unknown- Unknown - Esclated
- D.
Save Team - Not Selected - Not Selected - Transferred
- 10.A customer calls up and requests that you walk him through setting up newsgroups in Outlook Express 6. What is the correct action?
- A.
Warm transfer the customer to the MSA unsupported team.
- B.
Provide him with the servers and educate the customer that we cannot walk him through the setup of the newsgroups. Provide him with the Microsoft support number or refer him to a friend or family member to assist them with the setup.
- C.
Advise the customer that Cogeco does not offer access to newsgroups and end the call.
- D.
Walk the customer through setting up the newsgroups step by step.
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