Weekly Online Learning Check Dec 14

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| By BATechTrio

BATechTrio

Community Contributor

Quizzes Created: 1 | Total Attempts: 803

Questions: 10 | Attempts: 803 | Updated: Mar 21, 2023

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Questions and Answers

1.

When TV, Internet and Home Phone is down it is safe for us to do ONT reboot.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
Rebooting the ONT (Optical Network Terminal) will not fix the issue of TV, Internet, and Home Phone being down. The ONT is responsible for converting the optical signal from the service provider into electrical signals for use in the home. If all three services are down, it is likely a problem with the service provider's network or infrastructure, and rebooting the ONT will not resolve this issue.

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2.

When troubleshooting internet issues it is best to:
- A.
  
  Rely on Webcare only for the modem’s status if what lights are on
- B.
  
  Rely on the lights on the modem only
- C.
  
  Have the customer confirm what lights are on the modem and corroborate it with the data in Webcare if correct
- D.
  
  Reboot the modem and send a tech if that does not work
Correct Answer
C. Have the customer confirm what lights are on the modem and corroborate it with the data in Webcare if correct

Explanation
The best approach when troubleshooting internet issues is to have the customer confirm what lights are on the modem and then cross-check this information with the data in Webcare if it is correct. This ensures that there is accurate information from both the customer's observation and the system's data, allowing for a more comprehensive understanding of the issue.

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3.

If a customer is getting an error message that says their email account is locked, the first thing we would have to do is:
- A.
  
  Advise the customer to wait for one hour for the email account to get unlocked
- B.
  
  Check if the email address is present in both the Plans and Services tabs in Infranet
- C.
  
  Change the email password in Infranet to unlock the account
- D.
  
  Delete and re-add the email account in Infranet
Correct Answer
B. Check if the email address is present in both the Plans and Services tabs in Infranet

Explanation
The correct answer is to check if the email address is present in both the Plans and Services tabs in Infranet. This is because if the email address is not listed in both tabs, it means that the email service is not active for the customer and needs to be added. By checking this, we can ensure that the email account is properly set up and active, which may resolve the issue of the account being locked.

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4.

A customer is complaining that they are unable to reply or forward emails using their mobile device when accessing their webmail on a mobile browser. The reason for that being, our webmail does not have a mobile version and is not compatible with mobile browsers/devices. True or False?
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The given answer, True, is correct. The customer's complaint suggests that they are unable to reply or forward emails using their mobile device when accessing webmail on a mobile browser. The reason for this issue is that the webmail does not have a mobile version and is not compatible with mobile browsers or devices. Therefore, it is true that the webmail is not designed to work on mobile devices, resulting in the customer's inability to perform these actions.

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5.

On what situation an ONT reboot is acceptable?
- A.
  
  If there is an extended power outage of 3-4 hours.
- B.
  
  If "TV Signal has been lost" appears and does not go away after a power outage.
- C.
  
  If the customer has a 2502 Wireless STB, and is prompted with "Connect the receiver by pressing the WPS button".
- D.
  
  Where no service is working and a power outage recently occurred
Correct Answer(s)
B. If "TV Signal has been lost" appears and does not go away after a power outage.
D. Where no service is working and a power outage recently occurred

Explanation
An ONT reboot is acceptable if "TV Signal has been lost" appears and does not go away after a power outage, as well as in situations where no service is working and a power outage recently occurred. This suggests that the reboot can help resolve issues related to the TV signal and restore service after a power outage.

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6.

Pressing the blue Alarm Silence button on the power supply will turn off the beeping for how long?
- A.
  
  4 hours
- B.
  
  8 hours
- C.
  
  12 hours
- D.
  
  24 hours
Correct Answer
D. 24 hours

Explanation
Pressing the blue Alarm Silence button on the power supply will turn off the beeping for a duration of 24 hours.

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7.

When facing Red X on their TV screen and self repair is our resolution, we should walk the customer through on how to de-register the STB in settings.
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The statement suggests that when facing a Red X on the TV screen, the resolution is to walk the customer through the process of de-registering the STB in settings. However, the correct answer is False. The explanation for this could be that de-registering the STB in settings is not the appropriate solution for resolving the issue of a Red X on the TV screen. There may be other troubleshooting steps or actions that need to be taken in order to resolve the problem.

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8.

Bell Media has reduced the number of VOD assets for Discovery Channel effective last Dec 6^th 2017.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The statement is true because it states that Bell Media has reduced the number of VOD assets for Discovery Channel effective last December 6th, 2017. This means that there are now fewer video-on-demand assets available for viewers to access on the Discovery Channel.

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9.

When an HH3K customer hears a triple beep on the phone at the beginning of the call (dial tone) and then every two minutes after that, this is a strong indicator of?
- A.
  
  New Voicemail Message
- B.
  
  Battery is depleted and needs replacement
- C.
  
  Voicemail Box is full
- D.
  
  Battery is below 10%
Correct Answer
D. Battery is below 10%

Explanation
When an HH3K customer hears a triple beep on the phone at the beginning of the call and then every two minutes after that, it indicates that the battery is below 10%. The triple beep is a warning signal that alerts the customer about the low battery level. This is important information for the customer to be aware of, as it indicates that the phone may soon run out of power and needs to be charged or have its battery replaced.

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10.

The wireless VIP2502 receiver can be wired to the modem if the wireless signal/connection is unreliable. True or False?
- A.
  
  True
- B.
  
  False
Correct Answer
B. False

Explanation
The wireless VIP2502 receiver cannot be wired to the modem if the wireless signal/connection is unreliable. This means that the statement is false.

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Weekly Online Learning Check Dec 14

When TV, Internet and Home Phone is down it is safe for us to do ONT reboot.

When troubleshooting internet issues it is best to:

If a customer is getting an error message that says their email account is locked, the first thing we would have to do is:

A customer is complaining that they are unable to reply or forward emails using their mobile device when accessing their webmail on a mobile browser. The reason for that being, our webmail does not have a mobile version and is not compatible with mobile browsers/devices. True or False?

On what situation an ONT reboot is acceptable?

Pressing the blue Alarm Silence button on the power supply will turn off the beeping for how long?

When facing Red X on their TV screen and self repair is our resolution, we should walk the customer through on how to de-register the STB in settings.

Bell Media has reduced the number of VOD assets for Discovery Channel effective last Dec 6th 2017.

When an HH3K customer hears a triple beep on the phone at the beginning of the call (dial tone) and then every two minutes after that, this is a strong indicator of?

The wireless VIP2502 receiver can be wired to the modem if the wireless signal/connection is unreliable. True or False?

Bell Media has reduced the number of VOD assets for Discovery Channel effective last Dec 6^th 2017.