teamviewer

tinyurl23143j

notepad

issue:
phone number:
account holder:
caller:
relation:
Email address:
OS:
Digital phone:
Router:
TS:

notepad

issue:

phone#:

name of the acct. holder:

customer:

relation:

EMAIL:

OS:

MTA:

Router:

3Rd party?:

troubleshoot:

assess 1

What do you need to verify before giving out account/customer specific information or resetting passwords?
a)
account holder or spouse

b)
modem MAC ID or security question
c)
social security number (SSN)
....d)
both a and b
e)
both a and c
f)
all of the above
2)
If the account holder or spouse cannot answer the security question correctly, then we can no longer assist the customer. We need to transfer to Tier 1 without further verification.

a)
...True
b)
False
3)
The BPS allows a customer to

....a)
manage email accounts
b)
change billing address
c)
order modem replacements
d)
reset the modem
4)
To which support group do you transfer Cable TV and Digital Phone issues?
a)
Tier 3
b)
Tier 2

...c)
Tier 1
d)
MOD
e)
GNOC
5)
For you to troubleshoot internet connection issues, you need to be talking to the master account holder or spouse.
a)
True

...b)
False
6)
One of the methods in determining an outage is to look at the modems connected to the same blade in the CMTS server (using UDI) and see if 20% or more of the modems are offline. If so, transfer to Tier 1.
a)
True

...b)
False
7)
The customer is getting an IP address of 192.168.1.3. This is most likely because
a)
the modem is in Standby mode

...b)
the computer is connected to a router
c)
the customer has a security software
d)
there is a gaming console connected to the modem
8)
Prior to escalating to Tier 3, your ticket in remedy must be in Open status and must have a sub-type of Tier 3, an escalation reason, and then get MOD approval prior to contacting Tier 3.

....a)
True
b)
False
9)
After completing documentation on the Contacts and Problem/Troubleshooting tab, to escalate/transfer to Tier 1:
a)
Save the ticket as Open - Tier 1
b)
Save the ticket as Closed - Tier 2, then change to Open - Tier 1 and Save again
c)
Save the ticket as Closed - Tier 2; most Tier 1 agents have no access to Remedy anyway

....d)
Save the ticket (Open, Tier 2), change Sub-Type to Tier 1, select appropriate Escalation Reason and save once more
10)
The following are examples of public IP addresses, EXCEPT:
a)
69.xxx
b)
204.xxx
c)
169.xxx
d)
66.xxx
e)
10.xxx
f)
both b and c

....g)
both c and e
h)
none of the above
11)
A Tier 2 agent can change a customer's Master email account name.
a)
True

....b)
False
12)
The statement in the Customer Problem field in Remedy should follow the following rules, except:
a)
Should start with a capital letter
b)
Should not contain the word "customer"
c)
Proper Nouns should start with a capital letter (i.e., Internet)
d)
Should not contain contractions

....e)
Should always end in a period
f)
All words must be spelled correctly
13)
After resetting a password in Remedy, what do you need to go through with the customer?
a)
provide the generated password and the Remedy ticket number and close the call
b)
ask for the preferred password and enter it into the account

....c)
provide the generated password and walk the customer through help.rr.com to access his/her account and change the password to his/her preference
d)
inform the customer that he can use any password to get into his account within 24 hours
14)
The following are ways to search for a customer in Remedy, EXCEPT:
a)
phone number on the account
b)
division and first & last name
c)
division and account ID

....d)
modem MAC ID
e)
division and master email
15)
If the customer is using Digital Phone to talk to you and you need to reboot the modem, use the Reboot Modem function in UDI and inform the customer that he/she will be disconnected.

....a)
True
b)
False
16)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) What is the customer's public IP address?
a)
70.117.219.117
b)
24.28.225.239

.....c)
70.115.183.68
d)
00-0F-21-34-77-6A
e)
66.68.192.233
17)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) How long has the modem been online?
a)
2 min, 18 sec
b)
24 days, 22 hrs, 24 min
c)
7 days, 15 hrs, 50 min

....d)
13 days, 2 hrs, 13 min
18)
Besides having a Quarantine status of Yes, which MD5 file indicates that this is an issue that needs to be transferred to Tier 3?
a)
isrr...
b)
isrc...

...c)
vacs...
d)
autoprov.bin
19)
If the modem has bloc sync, then whatever CPE is connected to the modem (i.e. computer or router) should be able to acquire a Road Runner public IP address.
a)
True

....b)
False
20)
What is an MTA device located under the "Cable Modem and Associated CPE Devices" section in UDI?
a)
Modem/Router combo

....b)
Modem
c)
Router
d)
PC
e)
Digital Phone
21)
A flap is an event when the modem deregisters and re-registers with the CMTS.

....a)
True
b)
False
22)
Under the "Cable Modem & Associated CPE Devices" section in UDI, "Data" can be a router, a computer's NIC, a gaming console, or a Digital Phone.
a)
True

....b)
False
23)
In UDI, if the modem has "QoS Max Up" and "QoS Max Down" values of "Unlimited", the surf/browse issue should be escalated to Tier 3.

...a)
True
b)
False
24)
The following are ways of searching for a customer/modem in UDI, except:

....a)
Modem MAC address
b)
First and Last Name
c)
Phone Number
d)
Account ID
25)
What converts analogue signals to digital transmissions?
a)
DNS server

.....b)
DHCP server
c)
modem
d)
router
26)
The customer is unable to surf the internet. The following MD5 file indicates an issue that needs to be handled by Tier1 if after rebooting the modem the same MD5 file is shown, EXCEPT:
a)
vacs…
b)
autoprov.bin

....c)
isrrIP0… (if the customer claims to have RR high speed internet)
d)
disabled.bin
e)
no MD5 file
27)
CMTS stands for:
a)
Cable Module Termination Station
b)
Communication Modulation Transmit System

....c)
Cable Modem Termination System
d)
Cable Modem Translation System
28)
DHCP stands for:

....a)
Dynamic Host Configuration Protocol
b)
Direct Host Controlling Protocol
c)
Dynamic Host Controller Protocol
d)
Division-Hosted Change Process
29)
The following are Fully Supported (FS) operating systems, EXCEPT:
a)
Windows 2000
b)
Windows Vista

...c)
Windows ME
d)
Mac OS X - 10.x and above
e)
Windows XP
30)
The following are Best Effort (BE) supported operating systems, EXCEPT:
a)
Windows 98
b)
Windows ME
c)
Windows 98SE

...d)
Windows 95
e)
Windows Vista
f)
Windows NT
g)
None of the above

2nd assement ko

If the customer cannot surf the internet, you would probe for other internet applications (email client, chat, etc.) if they can connect, so that you can determine the extent of the issue.

.....a)
True
b)
False
2)
A customer cannot connect to the internet. The agent has correctly rebooted the modem, but the customer still cannot surf even though the modem is functioning correctly (has bloc sync). A possible next step is to check physical connections from the modem to the PC and determine if a there is a router.

.....a)
True
b)
False
3)
If after rebooting the modem, non-TWC router, and PC the customer still cannot surf in spite of an "online" modem, remove the router. Connect the PC straight to the modem and the customer should be able to surf the internet.
a)
True - rebooting of the modem is NOT required

....b)
False - modem needs to be rebooted after bypassing the router
4)
A "Request timed out" error in Outlook Express can be caused by the following, EXCEPT:
a)
problem/error with the email server itself
b)
corrupt message in the inbox on the email server
c)
email too large to download through an email client
d)
firewall

....e)
none of the above
5)
When inspecting the Local Area Connection, you can find the following information, EXCEPT
a)
TCP/IP settings
b)
the status of the Windows native firewall in XP
c)
the NIC/USB device used
d)
the status of the connection, including the IP address

....e)
none of the above
6)
When checking the tcp/ip settings of Mac OS X, the "DHCP client ID", "Domain Name Servers", "Search Domains" fields should be empty and "Configure" should be set to "Manually".
a)
True

....b)
False
7)
TCP/IP on the Mac OS X should be configure to use DHCP and PPPoE should NOT be enabled.

....a)
True
b)
False
8)
To check the IP address of a Windows 2000, XP, or Vista computer: Click Start > Run Type "cmd" > press Enter Type "ipconfig" > press Enter

....a)
True
b)
False
9)
To check the IP address of a Windows 98, 98SE, or ME computer: Click Start > Run Type "winipcfg" > press Enter On the dropdown menu, choose PPP Adapter
a)
True

.....b)
False
10)
On the network settings of a Windows 98SE computer, the following are installed: Dial-Up Adapter Realtek 8139T Network Adapter AOL Adapter IPX/SPX -> Dial-Up Adapter IPX/SPX -> Realtek 8139T Network Adapter IPX/SPX -> AOL Adapter TCP/IP -> Dial-Up Adapter TCP/IP -> AOL Adapter Should this computer be able to surf the internet?
a)
Yes - the NIC is bound to tcp/ip, so the computer should be able to get a valid IP address

......b)
No - tcp/ip needs to be installed for the NIC
11)
Once a sub-account is created in the BPS system, the customer should go back and make sure the "enable" box is checked in order to use that sub-account.

a)
....True
b)
False
12)
On the command prompt, what command is used to determine if the computer can communicate with a server/computer on the internet?
a)
ipconfig

.....b)
ping
c)
nslookup
d)
netsh
13)
If a customer deletes an account in BPS, that account is available to be reinstated for up to 60 days, during which the mailbox messages will remain intact.
a)
True

....b)
False
14)
U:\>telnet pop-server.rochester.rr.com Connecting To pop-server.rochester.rr.com... Could not open connection to the host, on port 23: Connect failed >> Why did the telnet command fail?
a)
port 25 not specified

.....b)
port 110 not specified
c)
port 80 not specified
d)
telnet command is misspelled
15)
What is the proper command to telnet a POP email server?

.....a)
telnet [POP server address] 110
b)
telnet [POP server address]
c)
telnet [POP server address] 25
d)
telnet [webmail address] 110
e)
none of the above
16)
What is the command to view complete IP information in Win XP?
a)
ipconfig /full

....b)
ipconfig /all
c)
ipconfig /release
d)
ipconfig /renew
17)
In the BPS system (Account Managment) the customer can do the following, EXCEPT:
a)
Create/Delete sub-accounts
b)
Restore sub-accounts
c)
Change passwords for sub-account without knowing what their current passwords are
d)
Change the master account password

......e)
Change the master account information (i.e., name on the account, telephone number, billing address)
18)
This command is used to determine the path taken from the PC/origin to a destination site, and also to find where the signal is dying?
a)
winipcfg
b)
ipconfig

.....c)
tracert
d)
ping
19)
The steps in uninstalling/re-installing (resetting) TCP/IP in Windows 98/98SE/ME are: #) Click Start > Settings > Control Panel #) Click the Network icon #) Remove all TCP/IP entries and click OK #) Reboot the PC #) Go back to Control Panel > Network #) Click on Add > Protocol > Add #) Choose Microsoft TCP/IP, then click OK #) Click OK again to close the Network window, then reboot the PC

....a)
True
b)
False
20)
The steps on how to create a Built-In Ethernet connection on a MAC OS X computer: Click Apple, choose System Preferences Click on Network Click on the dropdown for Location, then choose New Type a name for the location On the "Show" dropdown, choose "Internal Modem" On the TCP/IP tab, click on the "Configure" dropdown and choose "Using DHCP" Click Apply Now
a)
True

....b)
False
21)
An RR Home Networking customer has sync on the modem but cannot surf. You should reboot the modem and try to check and fix tcp/ip first before escalating to Tier 3.
a)
True

.....b)
False
22)
The following tools are where you can search for outages, EXCEPT:
a)
ONS
b)
Remedy
c)
UDI

....d)
rr.com
23)
Information on setting up an account in Outlook Express can be found on the following sites, EXCEPT:
a)
help.rr.com
b)
netfaqs.com

....c)
emailer.com
d)
neotechcc.org
24)
To get information about email server names for a division, you can look at help.rr.com under Server Addresses and URLs

.....a)
True
b)
False
25)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupt IE

.....d)
NIC
e)
corrupt Winsock
f)
corrupt TCP/IP
26)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True

.....b)
False
27)
The customer typed "IPCONFIG ALL" on the command prompt of Windows XP. The result of this would be:

...a)
Error: unrecognized or incomplete command line
b)
Access denied
c)
It will show the IP addresses of all adapters
d)
None of the above
28)
When a customer is unable to see attachments in OE 6.0, we should take them to: Tools > Options > Security Tab Remove the check from "Do not allow attachments..."

....a)
True
b)
False
29)
The following are locations where customers can add email addresses (sub-accounts), EXCEPT:
a)
help.rr.com > Account Management
b)
Webmail 4.0

....c)
rr.com > Account Services
d)
none of the above
30)
You can find email server settings for RR Divisions on the following, EXCEPT:

....a)
rr.com
b)
help.rr.com
c)
Division Matrix
d)
None of the above

day1 03 quiz

1. 
   
   The DHCP server:
   •
   acts as an IP phone book
   •
   assigns IP addresses (correct answer, your response)
   •
   controls modem service speeds
   •
   all of the abovePoints earned: 1 out of 1
   
   
   The first attempt to search for a customer in ESS is
   •
   by phone number (correct answer, your response)
   •
   by district and name
   •
   in UDI if no match is found in ESS
   •
   all of the abovePoints earned: 1 out of 1
   
   
   To give out secure information, such as the account number, what information must be confirmed by a Tier 2 agent?
   •
   The caller’s name and address
   •
   modem MAC and account holder (or spouse) (correct answer)
   •
   Social Security number and account holder (or spouse) (your response)
   •
   account address and MAC numberPoints earned: 0 out of 1
   
   
   A Tier 2 agent has access to take a payment on a customers account.
   •
   True
   •
   False (correct answer, your response)Points earned: 1 out of 1
   
   
   A Tier 2 agent can transfer back down to Tier 1.
   •
   True (correct answer)
   •
   False (your response)Points earned: 0 out of 1
   
   
   A Tier 1 agent can transfer to Tier 3 in some divisions.
   •
   True (correct answer, your response)
   •
   FalsePoints earned: 1 out of 1
   
   
   A Tier 2 agent can change a customer’s Master email account name.
   •
   True
   •
   False (correct answer, your response)Points earned: 1 out of 1
   
   
   Tier 1 agents handle cable TV and billing issues.
   •
   True (correct answer, your response)
   •
   FalsePoints earned: 1 out of 1
   
   
   A Trouble Call is required for a customer if the power levels of the modem are outside of acceptable ranges.
   •
   True
   •
   False (correct answer, your response)Points earned: 1 out of 1
   
   
   What is the customer’s public IP answer? (Refer to Screenshot below) The following answer is acceptable:65.190.76.169Your response:dataPoints earned: 0 out of 1
   
   
   How long has this modem been online? (Refer to Screenshot below) The following answer is acceptable:26d 14:51Your response:26d 14:51Points earned: 1 out of 1
   
   
   What type of service does this customer have based from the MD5 file? (Refer to Screenshot below)
   •
   Road Runner
   •
   Residential HSD (correct answer, your response)
   •
   Commercial HSD
   •
   Residential Digital Phone and HSDPoints earned: 1 out of 1
   
   
   There are signal issues with this modem
   •
   True
   •
   False (correct answer, your response)Points earned: 1 out of 1
   
   
   What does CMTS stand for? The following answer is acceptable:Cable Modem Termination SystemYour response:Customer modem terminarion systemPoints earned: 0 out of 1
   
   
   Under what tab can the customer’s Master email name be found in ESS Remedy?
   •
   Contact (correct answer, your response)
   •
   Problem/Troubleshooting
   •
   Other
   •
   Related Items
   •
   Account InfoPoints earned: 1 out of 1
   
   
   What services would a customer have with the following MD5 file: isrrip1_vip1.bin?
   •
   Roadrunner Residential with 1 IP
   •
   Roadrunner Residential with 1 IP and Digital Phone (correct answer, your response)
   •
   Roadrunner Commercial with 1 IP
   •
   Roadrunner Residential with Digital Phone onlyPoints earned: 1 out of 1
   
   
   What does the customer have if there is an MTA device located under the Cable Modem and Associated CPE Devices Section?
   •
   Router connected to modem
   •
   Digital phone connected to modem (correct answer, your response)
   •
   Commercial hubPoints earned: 1 out of 1
   
   
   What are the 3 types of tickets?
   •
   Request Ticket
   •
   Agent Ticket
   •
   Orphan Ticket (correct answer, your response)
   •
   Customer Ticket (correct answer, your response)
   •
   Ghost Ticket (correct answer, your response)Points earned: 1 out of 1
   
   
   What should be the status of the Remedy ticket if the resolution is refer to 3rd party vendor?
   •
   Closed (correct answer, your response)
   •
   Open
   •
   Escalated
   •
   ResolvedPoints earned: 1 out of 1
   
   
   Where in the Vault can agents see if there are outages in a division?
   •
   ONS (correct answer, your response)
   •
   UDI
   •
   Division Matrix
   •
   TWC NEWS

wk 3 asses

1)
Where should NHD agents direct customers to download the security suite provided by Road Runner?
a)
rr.com
b)
help.rr.com
c)
ca.com

d)
all of the above
2)
In CAISS, the customer can run the Anti-Virus scan and Anti-Spyware scan at the same time.

a)
True
b)
False
3)
In CAISS, the Firewall icon looks like:
a)
a bunch of keys
b)
a shield

c)
flames
d)
a hat and glasses
4)
Parental Controls is included in CAISS and can be configured from within the CA Security Center.
a)
True

b)
False
5)
If a customer needs to reinstall or re-register CAISS, you can send the download link for CAISS and their license key by re-sending the activation email through:
a)
Remedy

b)
CA Admin Tool
c)
UDI
d)
help.rr.com or rr.com
6)
Customers can set up CAISS on up to __ computers free of charge.
a)
1
b)
2

c)
3
d)
4
e)
unlimited
7)
The following products are included in CAISS, EXCEPT:

a)
Parental Controls
b)
Anti-Virus
c)
Anti-Spam
d)
Firewall
e)
Anti-Spyware
8)
CAISS Anti-Spam will work on the following, EXCEPT:
a)
Outlook Express

b)
Mac Mail
c)
Windows Mail
d)
Microsoft Outlook
9)
The Cache Cleaner is a feature of the CAISS that can be found on:
a)
Anti-Spam

b)
Firewall
c)
Anti-Spyware
d)
None of the Above
10)
If a customer needs his/her license key, you should do the following: Login to CA Admin Tool Click on "Manage Customers" Enter the e-mail address the customer used during registration Click on the email address in the results screen Under the Welcome Email column, click Send to send the email

a)
True
b)
False
11)
In order for CAISS to update successfully, in the Update options, the option "My proxy server requires authentication" should be checked/enabled.
a)
True

b)
False
12)
In CAISS Anti-Spyware, items in the Quarantine list can be removed by selecting the item to be removed, then click the Delete button.

a)
True
b)
False
13)
The expiration date of the CAISS can always be found at the top right of most CAISS windows and Security Overview (CA Security Center, Firewall, Anti-Virus, etc.).

a)
True
b)
False
14)
To start the CAISS Anti-Virus scan, go to Security Center, click the "double-down" arrow, then click on "Scan my computer for viruses" in the menu that appears.

a)
True
b)
False
15)
The CAISS Anti-Spam can be enabled or disabled for an email client by clicking the "double-down" arrow in CA Security Center and clicking on "Enable or Disable CA Anti-Spam" in the menu that appears.

a)
True
b)
False
16)
There is no need for a customer to go through the activation process at activation.rr.com before he/she can access the internet for the first time.
a)
True

b)
False
17)
NHD can assist customers with the following, EXCEPT:
a)
downloading and updating browser plug-ins like Flash and Media Player.
b)
Installing and uninstalling RR products like PhotoShow Deluxe and RR Medic.

c)
Installing and uninstalling drivers for PC peripherals like printers, scanners, and cameras.
d)
Using web-based products such as RR Radio and Nascar Trakpass.
18)
RR Medic can do the followingfor the customer, EXCEPT:
a)
Protect their Internet set up
b)
Access RR online support
c)
Release and renew their IP Address
d)
Makes backups of browser and email client settings, with the ability to restore/repair those settings.

e)
Track websites the customer has gone to and activities the customer did on those websites.
19)
RR Medic allows customers to search for Automated Solutions (one-click fixes) and Articles to help them resolve issues.

a)
True
b)
False
20)
The following can cause problems launching RR Radio, EXCEPT:
a)
Missing or outdated plug-ins

b)
None of the choices
c)
Firewalls
d)
Pop-up blockers
21)
The following are features and offers of Nascar Trakpass, EXCEPT:
a)
In-car audio
b)
Live Radio Broadcast
c)
Live Leaderboard
d)
PitCommand (through GPS)

e)
In-car video
f)
RaceView
22)
When a master email password has been reset, a customer can use it right away with Dial Access without having to wait for an amount of time for the reset to take effect.
a)
True

b)
False
23)
Billing-purchase issues with any of the Premium Services should be referred to Synacor.

a)
True
b)
False
24)
If customers encounter login issues when using the Safe Storage backup client on their PC, you should have them login to the Safe Storage website to determine whether it's a username or password issue.

a)
True
b)
False
25)
Customers will get an error message "This area is restricted to Road Runner Customers only." when they try to access their Personal Homepage (PHP) using a Road Runner connection.
a)
True

b)
False
26)
Dial Access CANNOT be downloaded to any computer using just any Internet connection; the PC must be on a Road Runner connection.
a)
True

b)
False
27)
The following may be the reasons why customers will get an error 691 when using Dial Access, EXCEPT:
a)
using the incorrect master email
b)
using the incorrect master password

c)
not using the full email address (including the domain)
d)
dialing a non-existent access number
28)
Customers may need to wait 15 minutes after signing up for PHP before they can access their site.
a)
True

b)
False
29)
A customer's Home Page Directory Name must be unique in order to set up his/her PHP.

a)
True
b)
False
30)
The following are supported FTP clients (uploading to PHP) for Windows, EXCEPT:
a)
WS_FTP
b)
Fetch
c)
MS Frontpage 2000

d)
none of the above - all are supported for Windows

wk2 asses

)
If after rebooting the modem, non-TWC router, and PC the customer still cannot surf in spite of an "online" modem, remove the router. Connect the PC straight to the modem and the customer should be able to surf the internet.
a)
True - rebooting of the modem is NOT required

b)
False - modem needs to be rebooted after bypassing the non-TWC router
2)
When checking the tcp/ip settings of Mac OS X, the following fields should be empty: DHCP client ID Domain Name Servers Search Domains "Configure" should be set to "Manually".
a)
True

b)
False
3)
To check the IP address of a Windows 98, 98SE, or ME computer: Click Start > Run Type "winipcfg" > press Enter On the dropdown menu, choose PPP Adapter
a)
True

b)
False
4)
Once a sub-account is created in the BPS system, the customer should go back and make sure the "enable" box is checked in order to use that sub-account.

a)
True
b)
False
5)
On the command prompt, what command is used to determine if the computer can communicate with a server/computer on the internet?
a)
ipconfig

b)
ping
c)
nslookup
d)
netsh
6)
Deleted sub-account in BPS will remain in a "Pending Delete" state for 30 days, during which customers can still "Restore" the sub-account.

a)
True
b)
False
7)
What is the proper command to telnet a POP email server?

a)
telnet [POP server address] 110
b)
telnet [POP server address]
c)
telnet [POP server address] 25
d)
telnet [webmail address] 110
e)
none of the above
8)
In the BPS system (Account Managment) the customer can do the following, EXCEPT:
a)
Create/Delete sub-accounts
b)
Restore sub-accounts
c)
Change passwords for sub-account without knowing what their current passwords are
d)
Change the master account password

e)
Change the master account information (i.e., name on the account, telephone number, billing address)
9)
This command is used to determine the path taken from the PC/origin to a destination site, and also to find where the signal is dying?
a)
winipcfg
b)
ipconfig

c)
tracert
d)
ping
10)
Where you can you look for outages?
a)
ONS
b)
Remedy
c)
UDI

d)
all of the above
11)
To get information about email server names for a division, you can look at help.rr.com under Server Addresses and URLs

a)
True
b)
False
12)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupt IE

d)
NIC
e)
corrupt Winsock
f)
corrupt TCP/IP
13)
A Road Runner customer who lives in Kansas City can login into the Rochester webmail server.
a)
True

b)
False
14)
The customer typed "IPCONFIG ALL" on the command prompt of Windows XP. The result of this would be:

a)
Error: unrecognized or incomplete command line
b)
Access denied
c)
It will show the IP addresses of all adapters
d)
None of the above
15)
You can find email server settings for RR Divisions on the following, EXCEPT:

a)
rr.com
b)
help.rr.com
c)
Division Matrix
d)
None of the above
16)
When a customer has missing attachments or cannot receive messages with attachments in OE 6.0, we should take them to: Tools Options Security Tab Remove the check from "Do not allow attachments…"

a)
True
b)
False
17)
We support exporting/importing address books between Outlook Express and Microsoft Outlook. This should not be a referral to Microsoft.
a)
True

b)
False
18)
If a customer cannot connect to websites using host names (web addresses), but can surf by using IP addresses, the following are most likely causes of the problem, EXCEPT:

a)
There is a CMTS outage
b)
DNS server is down
c)
TCP/IP may be manually set to an incorrect DNS address
d)
TCP/IP is corrupted (DNS service not working)
19)
A customer is experiencing intermittent connectivity to the internet. You perform a ping to the modem from UDI. It shows 4 packets sent and 4 packets received, 0% loss. Which of the following is true?
a)
Cable modem has problems with sending the packets back.
b)
The cable modem is experiencing packet loss.

c)
The modem is working properply, the problem may be after the modem (cable, NIC, browser, etc.)
d)
The result is inconclusive.
20)
If a customer has an email address of username@rgv.rr.com, to access webmail he would need to be at this webmail address to login successfully.
a)
webmail.roadrunner.com
b)
webmail.rr.com

c)
webmail.rgv.rr.com
d)
pop-server.rgv.rr.com
21)
Before walking a customer through Account Management, you need to make sure the customer is on the proper division in help.rr.com.

a)
True
b)
False
22)
What is the command to reset/repair Winsock in Windows XP SP2 and Vista?
a)
netsh dump

b)
netsh winsock reset
c)
netsh winsock renew
d)
netsh winsock repair
23)
What is the command to reset the tcp/ip stack in XP and Vista?
a)
netsh tcp/ip reset
b)
netsh int ip reset tcp/ip

c)
netsh int ip resetlog.txt
d)
netsh int ip reset resetlog.txt
24)
NHD agents will fully support

a)
Outlook Express
b)
Thunderbird
c)
Pegasus
d)
All of the above
25)
When rebooting a customer's home LAN system, the standard order of rebooting the equipment is

a)
router, modem, and computer
b)
router, computer, and modem
c)
computer, modem, and router
d)
modem, router, and computer
26)
Where would you search to find the number of email sub accounts offered in the Charlotte?
a)
rr.com
b)
Navigator
c)
help.rr.com

d)
Division Matrix
27)
How many emails can a customer send out per hour?
a)
10

b)
100
c)
1000
d)
unlimited
28)
What is the maximum number of emails that can be sent over a 24 hour period?
a)
10
b)
100

c)
1000
d)
unlimited
29)
A customer calls asking what the Master email name is on an account. The NHD agent must verify:
a)
they are speaking with the account holder or spouse
b)
the MAC number of the modem on the account or the security question
c)
the last four digits of the Social Security number
d)
all of the above

e)
both a and b
30)
If a PC can ping a website but still cannot surf with Internet Explorer, the following are possible causes EXCEPT:
a)
incorrect IE settings (Internet Options)
b)
firewall
c)
corrupted IE

d)
NIC issue
e)
corrupted Winsock
f)
TCP/IP is corrupted

wk1 asses

1)
What affirmative statement (willingness to help) should we give our customers before beginning to troubleshoot their issue?
a)
I can assist you with...

**b)
I can [certainly] help you with that...
c)
Sure we can look into that...
d)
For that I will need your phone number on the account.
2)
What is an example of a Call Management statement that we give customers prior to asking for information to pull up their account?
a)
Before we start, can i have the phone number on the account?
b)
Let me ask you questions before we start, so I can pull up your account.
c)
For verification purposes, I will first need to ask a couple of questions to verify your account, then we can start troubleshooting. Can I please have the phone number on the account?

**d)
To get us started, I will need some information from you and then we can begin troubleshooting. Feel free to ask questions along the way, okay?... May I please have the phone number on the account?
3)
What do you need to verify before giving out account/customer specific information or resetting passwords?
a)
speaking with account holder or spouse
b)
modem MAC ID or answer to security question
c)
social security number (SSN)

**d)
both a and b
e)
both a and c
f)
all of the above
4)
If the account holder or spouse cannot answer the security question correctly, then we can no longer assist the customer. We need to transfer to Tier 1 without further verification.
a)
True

**b)
False
5)
Best Effort is defined as; "If you know how to resolve the problem attempt, otherwise direct the customer to the vendor without attempting any actions."
a)
True

**b)
False
6)
The BPS allows a customer to

**a)
manage email accounts
b)
change billing address
c)
order modem replacements
d)
reset the modem
7)
What is responsible for converting domain names into IP addresses?
a)
CMTS
b)
DHCP

**c)
DNS
d)
BPS
8)
The DHCP server:
a)
acts as an IP phone book

**b)
assigns/leases IP addresses
c)
controls modem service speeds
d)
all of the above
9)
To which support group do you transfer Cable TV issues?
a)
Tier 3
b)
Tier 2

**c)
Tier 1
d)
MOD
e)
GNOC
10)
For you to troubleshoot internet connection issues, you need to be talking to the master account holder or spouse.
a)
True

**b)
False
11)
What IP address will a PC most likely get when hooked up to a router instead of directly to the modem?
a)
169.xxx
b)
24.xxx
c)
127.xxx

**d)
192.xxx
12)
Which of the following IP addresses on the computer will DEFINITELY NOT allow access to the internet?

**a)
169.213.23.78
b)
192.168.0.115
c)
69.75.21.112
d)
24.61.38.90
13)
Prior to escalating to Tier 3, your ticket in remedy must be in Open status and must have a sub-type of Tier 3, an escalation reason, and then get MOD approval prior to contacting Tier 3.

**a)
True
b)
False
14)
After resetting a password in Remedy, what do you need to go through with the customer?
a)
provide the generated password and the Remedy ticket number and close the call
b)
ask for the preferred password and enter it into the account

**c)
provide the generated password and walk the customer through help.rr.com to access his/her account and change the password to his/her preference
d)
inform the customer that he can use any password to get into his account within 24 hours
15)
The following are examples of public IP addresses, EXCEPT:
a)
69.xxx
b)
204.xxx
c)
169.xxx
d)
66.xxx
e)
10.xxx
f)
both b and c

**g)
both c and e
h)
none of the above
16)
A Tier 2 agent can change a customer's Master email account name.
a)
True

**b)
False
17)
The statement in the Customer Problem field in Remedy should follow the following rules, except:
a)
Should start with a capital letter
b)
Should not contain the word "customer"
c)
Proper Nouns should start with a capital letter (i.e., Internet)
d)
Should not contain contractions

**e)
Should always end in a period
f)
All words must be spelled correctly
18)
Under which tab in Remedy can the customer's email account information be found?

**a)
Contact
b)
Email
c)
Problem/Troubleshooting
d)
Related Items
19)
The following are ways to search for a customer in Remedy, EXCEPT:
a)
phone number on the account

b)
division and first & last name
c)
division and account ID
**d)
modem MAC ID
e)
division and master email
20)
If the customer is using Digital Phone to talk to you and you need to reboot the modem, inform the customer that he/she will be disconnected and then use the Reboot Modem function in UDI.

**a)
True
b)
False
21)
A Trouble Call is required for a customer if the power levels of the modem are outside of acceptable ranges and customer has connectivity issues.

**a)
True
b)
False
22)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) What is the customer's public IP address?
a)
70.117.219.117
b)
24.28.225.239
**c)
70.115.183.68
d)
00-0F-21-34-77-6A

e)
66.68.192.233
23)
(Refer to the UDI screenshot: http://tinyurl.com/2nj7qa) Based on the MD5 file, what service/s does this customer have?
a)
Road Runner residential, with 1 IP address and Digital Phone

**b)
Road Runner residential, with 3 IP addresses and Digital Phone
c)
Road Runner business class, with 3 IP addresses
d)
Road Runner business class, with Digital Phone
24)
If a modem appears to be Inactive in UDI even after rebooting, transfer the customer to:
**a)
Tier 1
b)
Tier 2

c)
Tier 3
d)
MOD
25)
If the modem has bloc sync, then whatever CPE is connected to the modem (i.e. computer or router) should be able to acquire a Road Runner public IP address.
**a)
True

b)
False
26)
In UDI, you see a bridged MTA device under the "Cable Modem & Associated CPE Devices" section. What can be accurately deduced from this?
**a)
the customer has a VOIP phone (Digital Phone) plugged into the modem

b)
the customer is using Digital Phone to talk to you
c)
the MTA device is a router
d)
the PC is not hooked up to the modem
27)
In UDI, the "Uptime" field indicates the time since the modem was rebooted, either by manually powercycling or by resetting the modem in UDI.

**a)
True
b)
False
28)
Under the "Cable Modem & Associated CPE Devices" section in UDI, "Data" can be a router, a computer's NIC, a gaming console, or a Digital Phone.

a)
True
**b)
False
29)
What is the best way to reset an MTA modem?
a)
Customer unplugs the power cord of the modem to turn it off, then plug it back in
b)
Customer takes out the battery and unplug the power cord, then plug it back in

**c)
Agent uses UDI and click Reset this Modem
d)
Customer uses the reset button at the back of the modem
30)
The following are ways of searching for a customer/modem in UDI, except:
a)
Modem MAC address

**b)
First and Last Name
c)
Phone Number
d)
Account ID

NHD computer and networking basic part 4

Customer Care
Understanding Customer
Home Networking
















01 December 2007








Copyright Notice








The information in this document is subject to change without notice. Published by TWC Customer Care Support Delivery.
This document contains confidential and internal information and is copyrighted. All rights reserved. No part of this document may be photocopied or reproduced by any means without prior consent of TWC’s Customer Care Support Delivery.
© 2007, Time Warner Cable Customer Care Support Delivery, All Rights Reserved.
Road Runner logo and character images TM & © Warner Bros. Entertainment Inc (s07)

Table of Contents

Introduction.. 1
Overview.. 1
Objectives. 1
Wired Home Network – Router.. 2
How it works. 2
192.168.100.x IP Address: Running the ARP Tool 3
Troubleshooting Wired Home Networks: Router 4
Wireless Home Network.. 6
How Wireless Home Networks Work. 7
Troubleshooting Wireless Home Networks: Router 8
Troubleshooting Wireless Home Networks: Router Chart 9
Multiple IP Wired Home Network.. 10
How Multiple IP Wired HUB Home Networks. 10
Troubleshooting Wired HUB Home Networks – Multiple IP.. 11
Wired HUB Home Network Using ICS.. 12
How Wired Home Networks using ICS work. 12
Troubleshooting Wired HUB Home Networks – ICS.. 14
NHD Support Boundaries.. 15
Troubleshooting Tips – Surf/Router Connection Issues. 15
Proper Reboot Sequence For Any Reboot.. 16
More Home Networking Probing Questions. 17
Troubleshooting Tips: Home Network - Slow Browsing. 17
WEP Keys.. 18
SSID (Service Set Identifier) 18
How to Assist Customers with WEP Key Issues. 19
What is FON?.. 21
What’s fon got to do with TWC’s High-Speed Online Service?. 22
How does the TWC-FON Relationship impact the NHD?. 22


Introduction

Overview
· Many Road Runner customers have more than one computer in the home. Customer-installed home networks have become very popular.
· These installations pose a challenge for the NHD when troubleshooting connection/surf issues. To effectively troubleshoot a home network, a thorough understanding of basic connection/surf troubleshooting is required.
· Troubleshooting a home network is no different than troubleshooting a single PC when you understand the relationship between the components.
· In this module, we look at four typical home networks, how to tell if a customer has a home network, and how to fix common connection issues.


Objectives
· Describe four common home network installations
· Describe connection troubleshooting techniques for each installation
· List common connection issues
· Describe NHD support boundaries
· Describe the third party FON product and the NHD support boundary for it


Wired Home Network – Router
This is one of the most common customer-installed home networks. Multi-port home routers are inexpensive and fairly easy for the customer to configure. In most cases, the default settings of the router do not have to be changed for the network to allow multiple computers to access the Road Runner network through one cable modem.

If the customer claims that the division installed the network, check the Division Matrix to identify the type of equipment they install. Follow the troubleshooting procedures listed here before transferring the customer to the division.

How it works
· A Cat-5 cable connects from the WAN (wide area network) port on the router to the Ethernet port of the modem.
· The computers are connected to the LAN (local area network) ports on the router using Cat-5 cables.
· By default, most home routers are configured to obtain an IP address dynamically. The router obtains the Road Runner IP address. The router acts as a DHCP server for the computers that are connected. The router will issue each computer a private (non-routable) IP address such as 192.168.100.2 (Please see next section for more about 192.168.100.x IP addresses).
· The computers are usually configured to obtain an IP address automatically but can be configured with a static 192.x.x.x IP address. Either will work. However, this is not something Road Runner NHDs will be expected to configure.
· The router acts as a gateway to the Internet for the computers on the network and routes the traffic through the RR IP address to the cable modem.


192.168.100.x IP Address: Running the ARP Tool
If the customer has an IP address of 192.168.100.x, or possibly a 149.x.x.x IP address, it may be a provisioning issue. If your customer's IP address is one of these, you should follow these steps.

1. If they have a 192.168.1.x IP, it is likely that they have a router hooked up, and the machine that you are troubleshooting is on a network. If the customer is not hooked up to a network and has a 192.168.1.x IP, troubleshoot the call as No Surf Issue.
2. If the IP address is coming from the modem, the MAC address of the DHCP server will either match the MAC address of the cable modem or it will match but the last octet may be different. To find the MAC address of the DHCP server, have the customer open a command prompt, and type ARP -a at the command prompt then hit enter as seen below.


The item that you will be interested in will be the physical address. This is the MAC address of their DHCP server. Compare it to the MAC address of their cable modem.

· If the physical address matches or just the last octet is different, document this in your Remedy ticket and send your customer to Tier 1 as a flashing cable light issue, to have the modem provisioned.

· If the physical address does NOT match, document it in your Remedy ticket and continue to troubleshoot the call as a No Surf/Invalid IP issue.

Troubleshooting Wired Home Networks: Router

How do I know if a customer has a home network?
· Always ask probing questions.
· Ask the customer if they have a router or a HUB. Not all customers understand what a router or a HUB is. You may have to describe what they are and where they would be located between the cable modem and computer.
♦ Remember that the customer may not have set up the network themselves.
♦ This may be a better question: “Do you use more than one computer to connect to the Internet?”
· An easy way to determine if the customer is connected to a network is by checking the IP address.
♦ If the customer has an IP address of 192.168.x.x, they probably are connected to a network.
♦ If the customer says that they do have a router or network, ask if all the computers are having the same issue in the home. This will help focus your troubleshooting because, if there is no network yet all the computers are unable to access the Internet, it could be a cable TV issue or outage. Have the customer check their television.
· If the customer claims that the division installed the network, check the Division Matrix to identify the type of equipment that Road Runner provides against the equipment that the customer has installed on their network.
♦ If the equipment was installed by Road Runner, follow the troubleshooting procedures listed within this document before transferring the customer to the division if the issue cannot be resolved.
♦ If the equipment was NOT installed by Road Runner, follow the troubleshooting procedures listed within this document before referring the customer to their OEM for the router if the issue cannot be resolved.

IMPORTANT NOTES:
· If you’ve determined that the cable modem is online, use the troubleshooting charts throughout this document to help resolve connection issues for customers using a home network.
· If the modem is offline, check UDI and troubleshoot the call as No Connectivity.

Troubleshooting Wired Home Networks: Router – Continued
NOTES:
· If UDI shows modem as “online-d” in the Online Status field, no further troubleshooting is needed. Transfer to Tier 1.
· If the customer has a 192.x.x.x IP address, and the connections to the router are good plus the LAN side of the router is functioning properly.
· As a last resort, remove the router from the connection setup and connect the computer directly to the cable modem. This is only done if it is not a Road Runner router.

Problem
IP Address
Cable Modem Status
Most likely Cause
Fix
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Offline – UDI or no modem lights
· Modem Issue
· Power cycle modem and router. Doing this will let the router get a new IP address.
· Check pipelock, standby or on/off switch on modem
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Online – UDI or modem lights status
· Disconnected cat-5 between router and pc
· Possible NIC issues
· Re-seat Cat-5 cable from the router to the PC.
· Release/renew or reboot pc and router.
· Troubleshoot NIC
No connection – Can’t browse or send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Disconnected cat-5 between router and modem (no pc light on modem)
· Router has lost IP address
· Re-seat Cat-5 cable from the modem to the router.
· Power cycle modem
· Power cycle router
Reboot pc and verify that all TCP/IP settings

Can’t browse but can send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Browser issue
· Possible firewall issue
· Troubleshoot browser
· Disable firewall
Can browse but can’t send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· E-mail Issue
· E-mail virus scan issue
· Troubleshoot E-mail
· Disable e-mail virus scan, can they surf.

Wireless Home Network

This is another very popular customer-installed home network. Wireless networks allow customers to use multiple computers in various areas of their home without having to run Cat-5.


How Wireless Home Networks Work
· A Cat-5 cable connects from the WAN (wide area network) port on the router to the Ethernet port of the modem. Many wireless routers also have LAN ports so that a computer can be connected with cat-5 as well as wireless.
· The router uses radio waves to route traffic from computers with wireless NICs to the cable modem in the same manner as a wired router. The router acts as a DHCP server for the computers that are connected. The router will issue each computer a private (non-routable) IP address such as 192.168.100.2.
· For security, wireless routers use WEP (wired equivalent privacy) to encrypt the wireless traffic. WEP can be 40, 64, 128 or even 256 bit encryption. The higher the encryption, the slower the connection will be. Typical range on a wireless router is up to 300 feet or more depending on the brand of router and the location.
· The computers are usually configured to obtain an IP address automatically but can be configured with a static 192.x.x.x IP address. Either will work. However, this is not something NHD agents will support customers in configuring.
· The default settings from the factory on most wireless routers do not have WEP enabled, which means that anyone within range of the wireless router can connect to the Internet and may have access to the rest of the network.


Troubleshooting Wireless Home Networks: Router
If the customer claims that the TWC Road Runner division installed the network, check the Division Matrix to identify the type of wireless equipment that they install. Follow the troubleshooting procedures listed in this document before transferring the customer to the division for wireless Road Runner router issues if the issue cannot be resolved.

Troubleshooting Notes:
· If UDI shows modem as “online-d” in the Online Status field, no further troubleshooting is needed. Transfer to Tier 1.
· If all three of the following are verified, transfer to either Tier 3 (if Road Runner) or to OEM (if third party): the customer has a 192.x.x.x IP address, the connections to the router are good, and the LAN side of the router is functioning properly.
· If WEP is not configured on PC or incorrectly configured, the customer will still have an indication (usually on the task bar) of the signal strength of the radio signal. This indicates that the network card is working correctly.
· When troubleshooting any wireless connection, it is always a good idea to ask the customer if they can plug into the router via a Cat 5 Ethernet connection instead of the wireless to further help you determine if the router is functioning properly; However, for Road Runner wireless networks, this step would be preformed by Tier 3 in the local division.

Troubleshooting Wireless Home Networks: Router Chart

Problem
IP Address
Cable Modem Status
Most likely Cause
Fix
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Offline – UDI or no modem lights
Modem Issue
· Power cycle modem
· Check pipelock, standby or on/off switch on modem
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Online – UDI or modem lights status
· PC out of range of router
· WEP not configured or configured incorrectly
· Possible NIC issues
· Move PC closer, release/renew
· Refer to router manufacturer for configuration help*
· Troubleshoot NIC
No connection – Can’t browse or send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Disconnected cat-5 between router and modem (no pc light on modem)
· Router has lost IP address
· Re-seat cat-5 cable
· Power cycle modem
· Power cycle router
· Reboot pc
Can’t browse but can send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Browser issue
· Possible firewall issue
· Troubleshoot browser
· Disable firewall
Can browse but can’t send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· E-mail Issue
· E-mail virus scan issue
· Troubleshoot E-mail
· Disable e-mail virus scan

Multiple IP Wired Home Network
Some Road Runner customers pay for multiple IP addresses, which is an additional cost. The IP addresses are dynamic, so no special TCP/IP configuration is required. Since the cost of home routers has dropped dramatically in the last few years, fewer customers have this type of home network. Before troubleshooting a multiple IP home network, you must ask the customer if they are paying for more than one IP address and verify by checking in UDI under the MD5 file field. This type of home network will not work without multiple IP addresses.


How Multiple IP Wired HUB Home Networks
A CAT-5 cable is connected from a HUB to the cable modem. Each PC is connected to the HUB using a CAT-5 cable (Ethernet).

The HUB allows multiple connections to the cable modem and that is all. The HUB is like a connector. Packets from the different computers can “collide” with each other which results in those packets having to be resent. If there are a lot of collisions, the network will run slow.


Troubleshooting Wired HUB Home Networks – Multiple IP

Follow the troubleshooting procedures listed here before transferring the customer to the division.

NOTES:
· Be sure to ask how many computers can not connect.
· Check the MD5 file in UDI to determine how many IPs the customer is provisioned with.
♦ If the customer is telling you that they ordered multiple IP address however you do not see this reflected in the UDI MD5 file transfer to the divisions Tier 1 department.
· If connecting the PC directly to the modem be sure the customer is connecting the correct CAT-5 and reboots the whole system (PC and Cable Modem).
♦ If the customer is able to surf once the cable modem and computer are connected directly together then refer the customer to the HUB OEM.
· Road Runner does not supply any HUB equipment to customers. We only supply routers, so these are always customer-owned.


Problem
IP Address
Cable Modem Status
Most likely Cause
Fix
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Offline – UDI or no modem lights
· Modem Issue
· Power cycle modem
· Check pipelock, standby or on/off switch on modem
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Online – UDI or modem lights status
· CAT-5 disconnected
· No power to the HUB
· Possible NIC issues
· Re-seat CAT-5 cables, release/renew
· Check HUB power supply, release/renew
· Troubleshoot NIC


Wired HUB Home Network Using ICS
Some customers may setup a home network using Windows Internet Connection Sharing (ICS). ICS is more complicated than other types of home networks. Few Road Runner customers will have this type of network, but it is helpful to understand how ICS works.

IMPORTANT NOTE: NHD agents will NOT support this setup. We only support the direct connection between the cable modem and the customer’s gateway PC. After that, additional hardware/software issues and equipment issues would be referred to the appropriate OEM.


How Wired Home Networks using ICS work
· One computer will have 2 network cards installed. This computer acts as a gateway for the other computers on the home network.
♦ One NIC connects to the cable modem using CAT-5.
♦ The second NIC connects to a HUB with CAT-5.
♦ Other computers on the network connect to the HUB with CAT-5.
· The gateway computer must have ICS enabled and the other computers on the network must be configured for ICS. The gateway computer assigns dynamic IPs to the other computers on the network. Again, the customer would have ordered the multiple IP address service from Road Runner, and it is shown in UDI under the MD5 file field.

Wired HUB Home Network Using ICS – Continued


Troubleshooting Wired HUB Home Networks – ICS

NOTES:
· Rebooting the gateway PC will cause all other computers on the network to lose their IP address.
· Once the gateway computer has rebooted, release/renew on all other computers to restore connection.

Problem
IP Address
Cable Modem Status
Most likely Cause
Fix
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Offline – UDI or no modem lights
· Modem Issue
· Power cycle modem
· Check pipelock, standby or on/off switch on modem
No connection – Can’t browse or send/receive e-mail
169.x.x.x
Online – UDI or modem lights status
· Disconnected cat-5 between Pc and HUB or HUB and Gateway PC
· Possible NIC issues
· Re-seat cat-5 cable
· Release/renew or reboot pc
· Troubleshoot NIC
No connection – Can’t browse or send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Disconnected cat-5 between gateway PC and modem
· Re-seat cat-5 cable
Can’t browse but can send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· Browser issue
· Possible firewall issue
· Troubleshoot browser
· Disable firewall
Can browse but can’t send/receive e-mail
192.x.x.x
Online – UDI or modem lights status
· E-mail Issue
· E-mail virus scan issue
· Troubleshoot E-mail
· Disable e-mail virus scan


NHD Support Boundaries

The following troubleshooting steps are supported by NHD agents. For further policy details regarding home networking support, refer to the most recent Road Runner Policy information.
· Checking CAT-5 connections
· Checking PC to router connection
· Checking router to cable modem connection
· Rebooting wired/wireless routers
· Connecting the PC directly to the cable modem
♦ This is done on third-party routers, as a last step before transferring to router OEM.
♦ This is done for home networks setups using a HUB/ICS as a last step before transferring to OEM.


Troubleshooting Tips – Surf/Router Connection Issues
Use the following troubleshooting tips for connection issues with home networks:
· Check IP Address – 192.168.x.x usually indicates a home network.
· Check TCP/IP configurations – Look for static IP address and change to automatically assign.
· Check for loose CAT-5 cables – one of the most common problems!
· If you release/renew or repair (XP) the connection and the PC gets the same 192.168.x.x IP address, the connection to the router is fine.
♦ Troubleshoot from the router to the cable modem. Check CAT-5 and/or reboot router.
· Check the MAC address of the CPE device showing in UDI.
· Remember the proper reboot sequence – Modem > Router > PC (see following illustration)
· As a last resort, connect the PC directly to the cable modem (Only if third – party router or HUB setup)
♦ Always power cycle the cable modem and computer after connecting together. Wait until the cable modem obtains SYNC before powering on the computer.

Proper Reboot Sequence For Any Reboot


More Home Networking Probing Questions
Asking probing questions helps to narrow the call scope and identify problems quickly. Keep it simple. Ask the same questions each time.

· “Do you use more than one computer to connect to the Internet?” – This question or a variation will help to find out if the customer has a home network. RR allows customers to have their own home networks.

· “When did this problem begin?” - Has it ever worked? If so, what changed? A customer’s network may have been working fine for months, then they update their virus or security suite and suddenly they can’t connect.

· “Can any of the computers on the network connect?” Is the problem with just one computer or all computers? Answering this question will help focus your troubleshooting efforts. If all computers are affected, the problem is probably between the router and the modem. If one computer is affected, the problem is most likely between the router and the PC.


Troubleshooting Tips: Home Network - Slow Browsing
Slow browsing can be caused by many different things on a home network. The following are a few of the most common problems.

· Peer-to-Peer Programs – Peer to peer file sharing programs such as Kazza can cause the network to slow to a crawl. If one computer on the network is running peer to peer sharing, it will affect all other computers on the network. On a home network, the bandwidth is shared by all computers on the network. A computer downloading large or many files will slow down the other computers on the network. This will affect a wired or wireless network.

· Router Configuration – If the customer doesn’t configure the router correctly, performance may be degraded.

· Wireless PCs – The farther a wireless PC gets from the router, the slower the connection can become. A weak radio signal will cause packet loss and slow connections. Radio interference from cordless phones or other radio transmitting devices can cause slow connections or other connection issues. Moving the portable PC closer to the router may correct this problem.

WEP Keys
Wired Equivalent Privacy (WEP) is a security protocol that is designed to provide a wireless local area network (WLAN) with a level of security and privacy comparable to what is usually expected of a wired LAN. A wired local area network (LAN) is generally protected by physical security mechanisms (controlled access to a building, for example) that are effective for a controlled physical environment, but may be ineffective for WLANs because radio waves are not necessarily bound by the walls containing the network.

WEP seeks to establish similar protection to what is offered by the wired network's physical security measures by encrypting data transmitted over the WLAN. Data encryption protects the vulnerable wireless link between clients and access points.

Once this measure has been taken, other typical LAN security mechanisms such as password protection, end-to-end encryption, virtual private networks (VPNs) and authentication can be put in place to ensure privacy.


SSID (Service Set Identifier)
The Service Set Identifier (SSID) is an identification value that is programmed into a router to identify the local wireless subnet. This segmentation of the wireless network into multiple networks is a form of an authentication check. If a wireless station does not know the value of the SSID, access is denied to the associated router. When a computer is connected to the router, the SSID acts as a simple password, providing a measure of security.


How to Assist Customers with WEP Key Issues
Determine whether the WEP and SSID information exists in the Networking Information section of the Division Matrix within The Vault. If there is no information (the fields are left blank), transfer to Tier 3. If the information DOES show , continue with the following steps.


NOTE: Each division has its own WEP and SSID keys.
· Have the customer find the router MAC number on the router itself.
· Determine the WEP key and the SSID number using the directions found in the Division Matrix for the specific division.


Portland Example: MAC address is 00116c364578
The WEP key is 00116c36457800000000000000 (add 14 zeros)
The SSID number is 4578

How to Assist Customer with WEP Key Issues – Continued

Follow the following steps listed below to activate a wireless NIC on a customer’s computer:

1. Open the Control Panel and double click on Network Connections (in Vista, go to the Control Panel, then the Network and Internet icon, and select “Manage Network Connections”). A wireless connection should be present. Right click on the wireless connection and select “View Available Wireless Networks”.


Note: If the wireless network connection is not present in Network Connections, transfer the customer to Tier 3.

2. Click on the name of the connection (it should be the SSID key), and input the WEP key into the popup window.

Note: If the customer has other home network issues, transfer the customer to Tier 3.

What is FON?
FON is the largest WIFI community available in the world. FON members share their wireless Internet access at home and, in return, receive free WIFI anywhere that they are able to find another FON member’s access.

FON members are referred to as Fonero and fall into one of three classifications:
· Linus Fonero: These are members that share their WIFI at home and, in return, receive free WIFI access wherever a FON access point is available. Linus Fonero are able to personalize the login page that other Fonero see when they log into the owner of the FON access point.
♦ NOTE: Outbound roaming by joint TWC-FON customers is only permitted where FON has the permission of the other ISP.
· Alien Fonero: These are those who do not share their WIFI through FON. These individuals are able to use FON access points. However, FON charges them $3 for a day pass to access the FON community.
· Bill Fonero: These are businesses that receive 50% of the money that Alien Fonero pay to access the FON community through their access point. Businesses that participate as Bill Fonero are able to advertise their business on a personalized FON Access Point Homepage.

To become a Linus or a Bill Fonero, a user purchases a La Fonera, which is a type of WIFI router that plugs into the broadband Internet connection. FON refers to La Fonera as a “social” router because, when activated, the user becomes part of the FON community.

La Fonera supports the 802.11b and 802.11g standards and is advertised as a safe connection because it protects the Fonero’s connection with two secured WIFI signals:
· One encrypted WIFI signal that is only for the Fonero’s private use
· A second that requires authentication and is for all other registered Fonero

FON is a community of registered users. All Fonero are required to enter their username and password to access the FON community. FON recommends that all users keep their La Fonera online in order to receive regular security updates.

More information can be found at www.fon.com if you would like to learn more about FON.


What’s fon got to do with TWC’s High-Speed Online Service?
FON is attractive to high-speed Internet users who don’t want to pay for an Internet connection when they are away from home. For the small investment of purchasing La Fonera, FON members gain free access to the Internet practically around the world.

TWC recognizes this attraction and has agreed to allow our high-speed online customers to connect to the FON wireless routers under the following conditions:
· FON pays TWC for inbound (Non-TWC customer) roaming.
· Outbound roaming by joint TWC-FON customers is only permitted where FON has the permission of the other ISP.

How does the TWC-FON Relationship impact the NHD?
The TWC-FON relationship means that any TWC Residential or Business Class high-speed online customer can purchase a La Fonera and become a member of the FON community.

In addition:
· FON is responsible for support, including installation, of their service and router.
♦ Because the La Fonera router is customer-premise equipment, NHD Tier 2 agents will follow current connectivity troubleshooting procedures and will refer the customer to FON for OEM (Original Equipment Manufacturer) support when it is determined that the TWC HSO service is working normally when the router is disconnected.
· OEM can be sent an email by going to this site: http://www.fon.com/en/support/contact
· FON and TWC will coordinate on security/abuse issues.
· FON will be exempt from TWC’s Acceptable Usage Policy that forbids the resale of services.
· TWC expects minimal or no incremental bandwidth from FON traffic.

NHD computer and networking basic part 3

Customer Care
How Cable Works

01 December 2007






Copyright Notice








The information in this document is subject to change without notice. Published by TWC Customer Care Support Delivery.
This document contains confidential and internal information and is copyrighted. All rights reserved. No part of this document may be photocopied or reproduced by any means without prior consent of TWC’s Customer Care Support Delivery.
© 2007, Time Warner Cable Customer Care Support Delivery, All Rights Reserved.
Road Runner logo and character images TM & © Warner Bros. Entertainment Inc (s07)

Table of Contents

Introduction.. 1
Objectives. 1
How Cable Works.. 2
The Headend. 2
Headend (primary Hub) 4
Fiber Node (Secondary Hub) 4
Distribution Hub. 5
Line Amplifier 5
Tap. 6
Pedestal 6
Exterior Cable Box. 6
Fiber Optics. 7
High-Speed Internet.. 9
CMTS 10
DOCSIS.. 11
Frequencies. 13
Cable Modem.. 14
Modem Installation. 15
High-speed Data Server Diagram.. 16
Detail of the cable video systems components.. 18



Introduction
This document references the way that television and Internet signals reach the cable operator, where they are processed, and then how they are distributed to Road Runner subscribers.

Objectives
At the completion of the section, you will be able to successfully do the following:
· Define telecommunications and broadband.
· Explain how television signals get from the headend to the subscriber’s home via the cable distribution system.
· Explain how the Internet signal gets to the headend.
· Define CMTS and explain its role in transferring the Internet to a subscriber’s computer.
· Describe where problems could occur throughout the cable and Internet systems.

How Cable Works
This is the meat and potatoes of our entire communication network. Understanding how data is sent and received between the Internet and the customer.

The Headend
The headend is a physical building in each divisional area that allows communication between a customer’s home and such things as the Internet, their digital phone, and cable TV.
It houses equipment such as routers, CMTS machines, DNS servers, and Gateway servers. Don’t worry…these terms will become familiar very soon!
The headend is also known as the brains of the operation and primarily does three things.
It collects, processes, and distributes data.
Often in the Internet world, the word “hub” is used to describe a central location where switches and routers communicate. The headend is often referred to as a distribution hub or a primary hub.
Antennas at a Headend
Collects
The headend collects signals from the “outside world” and pulls them into our TWC Network through our antennas, satellite dishes, and trunk-line cables.
· Broadcast or “off-air” channels (ABC, NBC, CBS, FOX, and PBS) are received through large antennas located on the ground or mounted on towers.
· TVROs (TV Receive Only) look like a satellite dish and collect satellite channels (ESPN, Discovery, MTV, HBO, etc.).
· Trunk-line cables collect data, such as Video on Demand requests and Internet website access request.
Processes
The headend processes all the signals and assigns each signal to a unique “channel”. Each “channel” acts as a home address in order to make sure that the signal (whether it be a television channel, a digital phone number, or an individual modem) reaches its destination. For example, ESPN is assigned to the signal associated with Channel 30 for a particular division.
Distributes
The distribution network branches out of the headend and consists of trunk and feeder cables that take the signal throughout the customer service area.
· Trunk cable is either strung overhead between utility poles or underground and carries the signals through large service areas. This cable is about ¾ inch in diameter. (Trunk is the main cable that runs from the headend to the neighborhoods.)
· Feeder/Distribution cable branches off into local neighborhoods, carrying the signals along alleyways on telephone poles and underground between homes to pedestals. This cable is about ½ inch in diameter. (Feeder is the secondary cable, from the trunk to the tap.)
· Along feeder and trunk lines, there are amplifiers that keep the signal at an optimal level.
· The tap breaks up the feeder system into multiple ports distributing cable to the customer’s home. The tap is either located at the pedestal, utility pole, or apartment box.
· Terminators are placed on the ports that are not being used to prevent cable theft from the tap.
· The drop system begins at the tap. The drop is connected to the tap and it routed the most direct route to the side of the customer’s home, using coaxial cable. The drop can be aerial or underground and is about ¼ inch in diameter.
· Note: Fiber optic cable, which is a cable that uses hair-thin glass fibers to transmit light beams, is usually used for both the trunk and feeder lines.

Headend (primary Hub)
· Sometimes referred to as the POP (Point Of Presence)
· Routes traffic to the backbone. (A backbone is a larger transmission line that carries data gathered from smaller lines that interconnect with it.)
· Contains IP routers and cable routers.
· Proxy servers and Local Content Servers are located here.
· The above mentioned devices are connected by a 100BaseT Ethernet Switch.



Fiber Node (Secondary Hub)
· Multiple Fiber Nodes are connected to the Headend.
· Fiber Nodes act as a junction where light signals carried by fiber are converted to RF signals to be carried by coaxial cable.



Distribution Hub
· Metal boxes located along Trunk cable.
· It can be either above ground or just under a manhole if the cable runs under ground.
· Contains forward and reverse amplifiers, and a monitoring transponder.
· A monitoring transponder is a device that allows the NOC to monitor the trunk’s performance remotely.
· Monitors signal levels in forward and reverse path.
· If performing poorly, maintenance can be dispatched to troubleshoot.
· Distribution cable feeds a street either on telephone poles or underground in urban and newer neighborhoods.

Line Amplifier
· Located at every 50 – 200 meters along the distribution cable.
· Boosts RF signals in forward path to ensure signal remains strong to end of line.


Tap
· A tap is attached to the distribution cable up at the telephone pole for above ground cable.
· Either a 4, 8, or 12 spigot tap
· Each spigot feeds a home.
· During an installation the cable technician is responsible for monitoring the performance from the customers modem to the tap.
· A drop cable runs from the tab to the customer’s cable box at the side of their home.

Pedestal
· If the cable is underground it attaches to a pedestal instead of a tap.


Exterior Cable Box
· The cable box is located on the outside of the customer’s home.
· The cable technician installs a splitter to the cable box and runs a dedicated coaxial cable off the splitter to the cable modem.


Fiber Optics
Fiber optic cables are used to transmit large quantities of signal upstream and downstream. They are a major part of the headend because of how much data is being transmitted. A normal cable line could not handle the capacity of what fiber optics. They are glass fibers that transmit the information via light beams.
Advantages of Fiber Optics
· Fiber optic cables have a greater bandwidth, which means they can carry more data.
· Fiber optic cables are less susceptible to interference.
· Fiber optic cables are much thinner and lighter than metal cable lines.
· Data can be transmitted digitally rather than analogically.

Disadvantages of Fiber Optic
· Fiber optic cables are more expensive to install.
· Fiber optic cables are more fragile than metal wires and are more difficult to split.

Key Terms
· Traps: A trap is a physical cylindrical device that is used to allow or disallow a cable signal. Traps are usually located next to the tap on the drop for basic services and are not accessible to customers. Some areas may use a premium trap that is located at the splitter on the side on the home or in the home next to the outlet or on the converter box. All basic levels of service use traps. Basic levels of service are Broadcast and Expanded Basic channels.
· Addressable: An “addressable” is a programmable signal that allows TWC to add or remove services, such as premium channels, PPV, digital packages, and modem provisioning from an agent’s computer to the customer’s home. This eliminates the need for TWC to physically send a technician to a customer’s home to perform these tasks.

How Cable Works – Illustrated
· Programming is sent from the network studio (1) to the satellite earth station uplink (2) to the satellite in orbit above the earth (3).
· The signal is then beamed back down to earth and received at a cable system’s earth station (4) from which it is transmitted to the headend (5), where it is processed and prepared for distribution.
· From the headend, the signal is sent along the main trunk cables (6), from which leader cables (7) branch off.
· A cable “drop” (8) connects each subscriber’s home to the feeder cable. The cable from the outlet (9) in the customer’s house is attached to the customer’s converter or TV set.

Even though this diagram shows how a customer receives cable television, the process is essentially the same for how the customer receives Internet access from the headend.
Also refer to the two graphics at the end of this document in the “Detail of the Cable Video Systems Components” section for additional insight into how cable works.

High-Speed Internet
· The Internet signal enters the headend from a point of presence (POP) via a T# (T1, T2, or T3 line) or higher speed data line leased from a phone company.
· For the high-speed Internet connection, the headend acts as the hardware/software bridge between Road Runner and the rest of the Internet.
· It contains the Cable Modem Termination System (CMTS), which is the control center on the cable modem.
· The CMTS includes servers, routers, and signal converters, and it is the focal point for everything that happens with your digital Internet packets of information being sent to and from the cable modem. It acts as a sort of telephone operator by directing incoming and outgoing signals toward their correct destinations.
· High-speed Internet is delivered to the customer’s home through the same distribution system as cable television. However, the installer must remove a high pass filter to allow a two-way signal.
· Two-way signal means that communications equipment at both ends of a cable system is able to communicate with each other.
· High-speed Internet access, digital cable services, and Video on Demand are just a few of the services that are offered by Road Runner. In order to provide these services, we must be able to accommodate a return signal from the customer’s home to the headend.
· Return signals are generated by equipment located in the customer’s home, such as Digital Cable Terminal or cable modems, which carry data back to the headend.

CMTS
CMTS is short for Cable Modem Termination System a system of devices (i.e. routers) located in the cable headend that allows cable television operators to offer high-speed Internet access to home computers. An example is shown below.

· The CMTS sends and receives digital cable modem signals on a cable network. Signals are sent upstream from a user’s cable modem then converted into IP packets.
· The CMTS directs the signals to an Internet Service Provider (ISP) for connection to the Internet.
· Downstream signals are also sent to the user’s cable modem. Cable modems cannot communicate directly with each other; they must communicate by channeling their signals through the CMTS.

DOCSIS
Developed by CableLabs and approved by the ITU (International Telecommunications Union) in March 1998, Data Over Cable Service Interface Specification (DOCSIS) is an agreed-upon industry standard that defines interface standards for cable modems and supporting equipment. The standard has evolved from version 1.0, 1.1, to 2.0.

Cable modem manufacturers are able to produce cable modems for retail that will function on any MSO (Multiple System Operators) network by being DOCSIS compliant.

Prior to this development, consumers were dependent upon the MSOs to provide a cable modem that would operate with their own specific network. Now, the consumers are able to purchase their own cable modem instead of lease one from their cable provider because all cable modems are interchangeable from one service provider to another. This is thanks to the DOCSIS standardization to which all modem providers comply.

The screen below is a portion of the UDI (Universal Diagnostic Interface) Tool. You will learn how to use UDI at a later date. However, this screen shows that you will be able to view the customer’s cable modem signal frequencies.


DOCSIS – Continued
DOCSIS specifies downstream traffic transfer rates between 27 and 36 Mbps over a radio frequency (RF) path in the 50 MHz to 750+ MHz range, and upstream traffic transfer rates between 320 Kbps and 10 Mbps over a RF path between 5 and 42 MHz.
· Because data over cable travels on the same cable lines to multiple customers before being branched out to individual homes, individuals will see transfer rates drop as more users gain access.
· This is why cable companies add amplifiers along cable lines to amplify signal strength in order to stay within the DOCSIS-specific upstream and downstream standards.

Other devices that recognize and support the DOCSIS standard include HDTVs and Web-enabled set-top boxes for regular televisions.

Frequencies
Cable signals are transmitted through radio frequencies at different levels for different product lines, such as cable TV, digital phone, and high-speed data.
These signals must stay within a certain range in order for the cable modem and the headend to communicate. If the signal is too high or too low, it will fall into ranges that the cable modem and headend cannot process.


For more information on which frequencies the RF Spectrum uses, refer to the following websites:
· http://www.newamerica.net/templets/ssl_forms/download/spectrum_front.pdf
· http://www.newamerica.net/templets/ssl_forms/download/spectrum_back.pdf

Cable Modem
A modem is a physical device that enables a computer to transmit data over, for example, telephone or cable lines. Computer information is stored digitally, whereas information transmitted over telephone lines is transmitted in the form of analog waves. A modem converts between these two forms.
A cable modem is designed to operate over cable TV lines. Because the coaxial cable used by cable TV provides much greater bandwidth than telephone lines, a cable modem can be used to achieve extremely fast access to the Internet.

There are a number of technical difficulties, however. One is that the cable TV infrastructure is designed to broadcast TV signals in just one direction – from the cable TV company to people’s homes.

The Internet is a two-way system (hence the term 2-Way) where data flows both from the servers at the headend to the customer (client) and from the customer (client) to the servers. (1-Way only communicates data to the client without allowing any communication back, such as with the receipt of basic cable TV programming.)


Modem Installation
As you can see from the diagram below, it is not difficult to hook up a cable modem to the computer. This why we offer a self-installation kit.

When troubleshooting a client’s connectivity, you will first verify that these components are correctly connected. For example, if the cable cord was not completely screwed into the back of the cable modem, there would be intermittent connectivity or slow speed issues.
· Patch Cable – Ethernet or USB from the modem to PC. This is how the modem and PC communicate. If the patch cable is bad, the result would be no surf. But this is not always the reason for a no surf issue.
· Cable Cord – From the wall outlet to the back of the modem. If the cable is out, the modem will have no sync.
· Power Cord – From the electrical outlet to the back on the modem. If the electric is out, the modem will have no power light.

High-speed Data Server Diagram
The diagram on the following page is an example of how some of our main servers at the headend communicate together to make our network function properly.
· Cable Modem – DOCSIS 2.0 or higher in the customer’s home. Is assigned a private 10.x.x.x IP address which is static.
· DHCP/pLDAP – Dynamic Host Configuration Protocol / DORA process (Discover, Offer, Request and Acknowledge) offering a public dynamic IP address to surf the Internet. Example 68.x.x.x or 67.x.x.x etc.
· BPS – Broadband Provisioning System – manages modem configuration, Registration authentication for our products, and provisioning
· UDI – Universal Diagnostics Interface – modem information (flap, blade, CPE, status, speeds, quarantines) and testing (URL, Ping, Traceroute)
· Billing –product codes, payments, charges and sending the product codes to BPS and UDI for HSI services.
· CA - Computer Associates – Security Services (Anti-Virus, Parental Control, Anti-Spyware). Must register using a road runner email account.
· Email Server – username and password availability and authentication
· Personal Home Page– to create a free 5 mb web space for are residential customer’s. Must register using their master email account.
· RR.com & Help.rr.com – our HSI customer web site for webmail access, troubleshooting and product information in additional to are premium services.

High-speed Data Server Diagram – Continued
This diagram is just an example of how servers communicate. It could be slightly different dependent on which products are used by the client.



Detail of the cable video systems components

CUSTOMER’S HOME CABLE LINES ALONG THE PATH THE HEADEND