7/28/2019 Connectivity Troubleshooting

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CONNECTIVITY TROUBLESHOOTING -I cant connect to the internet

Leading/Probing Questions:

1. How long have you been experiencing this issue? (If recurring When did this issuefirst appear?)

2. Where there any changes made on your computer recently like hardware orsoftware installation?

3. Are there any changes in the position of the modem or the connection of thecables?

4. Do you see an error message when you tried to browse a website?5. Are you trying to use a wired connection or are you trying to connect wirelessly?6. Prior to this call, what troubleshooting steps were performed?

STEPS:

Ask the customer WHAT THE CABLE MODEM LIGHTS ARE DOING AT THIS TIME (todetermine whether the CM is able to communicate and function with the RR servers)

Check for Outage (ONS and UNIFIED-Node: >20% modems are offline>possible outage inarea > call MOD > provide: DIVISION/Mac ID/NODE/Online Percentage of Modems

YES: educate cust of the outage in the area (Positive Scripting), express empathy,provide the outage case #

NO:o Check the Physical Connection of the coax cable from the wall and theconnection to the modem - MAKE SURE ALL LINES ARE RESEATED TO MAKE

SURE THEY SECURED

o Check the Status of the modem in AAD (Menu > Tech Support > TroubleshootingAdvanced Diagnostics > General tab)

OFFLINE - Power signal levels (Rx/Tx Pwr) are red or no value Powercycle modem (clears the CM internal memory and clears any

errors) - UNPLUG THE CABLE MODEM FROM THE POWER SOURCE.

AFTER 30 SECONDS, PLUG THE CABLE MODEM BACK INTO THE OUTLET.

If still OFFLINE after powercycle CREATE A TROUBLE CALL in AAD ONLINE

Ask customer if they have TWC Television > Check the signal of the cableTV > if OUT, CREATE AN ALL SERVICE OUT TROUBLE CALL TRANSFER

TO TIER 1 if cust has also the Home Phone Service

Check the device if it has Standby Button Check the Standby Light i f LIT Press the Standby Button

Check the Device Details of the modem in AAD (Menu > Tech Support >Troubleshooting Advanced Diagnostics) for Provisioning / Abuse /

Quarantine / mD5 File Issues If YES, please refer T/S steps per iss

MOD Bible

Check Uptime of Modem if >15 days online, ask cust if using the phone

YES: educate cust that a reset of the device will be performed acall will be disconnected. After 3 minutes, try to browse 2 or m

websites. If still NO BROWSE advise cust to call back

NO: RESET DEVICE dssffffRESET DEVICE in AAD but

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