Review Quiz - Module 7

45 Questions | Total Attempts: 76

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Module Quizzes & Trivia

This is review quiz.


Questions and Answers
  • 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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