This is review quiz.
Compare speed test results against customer's plan to determine if connection speeds are acceptable.
Escalate issue to an Advanced Troubleshooting trained agent.
Set up a truck roll / appointment.
Power cycle the CPE.
Network outage in customer's area
Authentication failure
Defective CPE
Misconfigured firewall
An application, virus, or ISP software modification of Winsock files
Not having cleaned the computer for spyware
Proper computer shutdowns or reboots
All items listed
All items listed
Verifying filters
Verifying jack and phone cord conditions
Power cycling the CPE
All items listed
Verify jack and phone cord conditions
Verify filters
Power cycle CPE
Network outage in customer's area
Incorrect filter use
Line issues
Browser issues
When you have exhausted all troubleshooting and still are unable to resolve the issue
None of items listed
When you decide to have a technician handle troubleshooting
When you don't know how resolve an issue
Correct filter installation
Incorrect phone line hook up to phone jack
Interference from other devices
Damaged or defective equipment
When the CPE is not in communication with the DSLAM
When there is "no sync"
If DSL service does not work
When DSLAM does not receive signals
Move modem to at least 2 feet away from any electrical devices.
Do NOT move or unplug any nearby fluorescent or neon lights.
None of items listed
Move all televisions, speakers, cordless phone bases, and sub-woofers inches away from the modem.
Turn off and unplug all telephones.
Remove all devices from the HSI line, including the modem.
None of items listed
Leave all telephones turned on and plugged in.
Installed third-party hardware
Did NOT change any CPE settings
Received new CPE and configured it properly
Did NOT have a technician at home recently
All items listed
Verify speed plan
Verify jack and phone cord conditions
Test speed
Perfectly working modem
Distance from central office
Extreme weather conditions
Electromagnetic Interference (EMI)
Ftp: connect: unknown error number
Ftp: socket: subsystem not ready
Ftp: socket: 10047
Ftp: socket: 10093 or Socket 0
Check for EMI/RFI
Power cycle CPE
Troubleshoot browser
Reboot computers
Network outage
Correct filter installation
Dial tone on telephone jack
Modem turned on
Describe the modem lights?
Send an e-mail?
Make a phone call?
Connect to the Internet?
True
False
If customer has an IW CD, run the Winsock fix utility on the IW.
As soon as you see a corrupt Winsock, escalate issue to a trained Advanced Troubleshooting agent.
If customer has an IW CD, do not run the Winsock fix utility on the IW.
Immediately escalate for a truck roll / appointment.
8 ft
20 ft
15 ft
10 ft
Web pages take an unusually long amount of time to download.
The customer cannot connect to the Internet.
The customer can connect to the Internet but cannot use e-mail.
Web pages do not upload.
900 MHz or 2.4 GHz cordless telephones
Filtered satellite television receiver
Modem sitting 2 feet away from computer
Filtered fax machine
Cannot use any Internet-based applications.
Can connect to the Internet.
Can connect to the Internet, but cannot make a phone call.
Cannot surf the Internet, but can get to e-mail.
The DSL / ready light on the modem flashes for a period of time, after which the modem regains sync.
Customer cannot make a phone call.
Customer cannot connect to the Internet.
Web pages do not load.