Review Quiz - Module 7
This is review quiz.
- 1.When verifying and testing connection speed, which of the following should you do?
- A.
Compare speed test results against customer's plan to determine if connection speeds are acceptable.
- B.
Escalate issue to an Advanced Troubleshooting trained agent.
- C.
Set up a truck roll / appointment.
- D.
Power cycle the CPE.
- 2.Which of the following is NOT a possible sync / no surf cause?
- A.
Network outage in customer's area
- B.
Authentication failure
- C.
Defective CPE
- D.
Misconfigured firewall
- 3.Which of the following can cause a Winsock problem?
- A.
An application, virus, or ISP software modification of Winsock files
- B.
Not having cleaned the computer for spyware
- C.
Proper computer shutdowns or reboots
- D.
All items listed
- 4.Which of the following is a no sync solution?
- A.
All items listed
- B.
Verifying filters
- C.
Verifying jack and phone cord conditions
- D.
Power cycling the CPE
- 5.Which of the following is an intermittent sync solution?
- A.
All items listed
- B.
Verify jack and phone cord conditions
- C.
Verify filters
- D.
Power cycle CPE
- 6.Which of the following is NOT a cause for slow speed?
- A.
Network outage in customer's area
- B.
Incorrect filter use
- C.
Line issues
- D.
Browser issues
- 7.When would you submit a trouble ticket to BBCCA to authorize a truck roll/appointment?
- A.
When you have exhausted all troubleshooting and still are unable to resolve the issue
- B.
None of items listed
- C.
When you decide to have a technician handle troubleshooting
- D.
When you don't know how resolve an issue
- 8.Which of the following does NOT cause no sync?
- A.
Correct filter installation
- B.
Incorrect phone line hook up to phone jack
- C.
Interference from other devices
- D.
Damaged or defective equipment
- 9.What is a no sync call?
- A.
When the CPE is not in communication with the DSLAM
- B.
When there is "no sync"
- C.
If DSL service does not work
- D.
When DSLAM does not receive signals
- 10.Which of the following should you do when troubleshooting for EMI/RFI?
- A.
Move modem to at least 2 feet away from any electrical devices.
- B.
Do NOT move or unplug any nearby fluorescent or neon lights.
- C.
None of items listed
- D.
Move all televisions, speakers, cordless phone bases, and sub-woofers inches away from the modem.
- 11.Which of the following should you do if the modem does not regain sync?
- A.
Turn off and unplug all telephones.
- B.
Remove all devices from the HSI line, including the modem.
- C.
None of items listed
- D.
Leave all telephones turned on and plugged in.
- 12.Which of the following situations can cause CPE configuration issues?
- A.
Installed third-party hardware
- B.
Did NOT change any CPE settings
- C.
Received new CPE and configured it properly
- D.
Did NOT have a technician at home recently
- 13.Which of the following is a slow-speed solution?
- A.
All items listed
- B.
Verify speed plan
- C.
Verify jack and phone cord conditions
- D.
Test speed
- 14.Which of the following is NOT a typical cause for intermittent sync issue?
- A.
Perfectly working modem
- B.
Distance from central office
- C.
Extreme weather conditions
- D.
Electromagnetic Interference (EMI)
- 15.Which of the following is a non-corrupt Winsock return message from a computer running Windows 2000 / XP / Vista?
- A.
Ftp: connect: unknown error number
- B.
Ftp: socket: subsystem not ready
- C.
Ftp: socket: 10047
- D.
Ftp: socket: 10093 or Socket 0
- 16.Which of the following is NOT a sync/ no surf solution?
- A.
Check for EMI/RFI
- B.
Power cycle CPE
- C.
Troubleshoot browser
- D.
Reboot computers
- 17.Which of the following can cause no sync?
- A.
Network outage
- B.
Correct filter installation
- C.
Dial tone on telephone jack
- D.
Modem turned on
- 18.When verifying the modem status, you ask customers if they can:
- A.
Describe the modem lights?
- B.
Send an e-mail?
- C.
Make a phone call?
- D.
Connect to the Internet?
- 19.The Winsock Fix Utility is available for all supported operating systems (Windows 2000, Windows XP, Windows Vista, Mac OS X).
- A.
True
- B.
False
- 20.Which of the following should you do if the customer has a corrupt Winsock?
- A.
If customer has an IW CD, run the Winsock fix utility on the IW.
- B.
As soon as you see a corrupt Winsock, escalate issue to a trained Advanced Troubleshooting agent.
- C.
If customer has an IW CD, do not run the Winsock fix utility on the IW.
- D.
Immediately escalate for a truck roll / appointment.
- 21.The correct length for a phone cord is less than:
- A.
8 ft
- B.
20 ft
- C.
15 ft
- D.
10 ft
- 22.Which of the following is a slow-speed symptom?
- A.
Web pages take an unusually long amount of time to download.
- B.
The customer cannot connect to the Internet.
- C.
The customer can connect to the Internet but cannot use e-mail.
- D.
Web pages do not upload.
- 23.Which of the following is a common cause for Electro Magnetic Interference (EMI) / Radio Frequency Interference (RFI)?
- A.
900 MHz or 2.4 GHz cordless telephones
- B.
Filtered satellite television receiver
- C.
Modem sitting 2 feet away from computer
- D.
Filtered fax machine
- 24.One no sync symptom is when customers:
- A.
Cannot use any Internet-based applications.
- B.
Can connect to the Internet.
- C.
Can connect to the Internet, but cannot make a phone call.
- D.
Cannot surf the Internet, but can get to e-mail.
- 25.Which of the following is an intermittent sync symptom?
- A.
The DSL / ready light on the modem flashes for a period of time, after which the modem regains sync.
- B.
Customer cannot make a phone call.
- C.
Customer cannot connect to the Internet.
- D.
Web pages do not load.
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