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AWESOME CABLE REVIEW Flashcards | StudBud
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AWESOME CABLE REVIEW
AWESOME CABLE REVIEW
60 terms
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StudBud Administration
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45 plays
A cool has heck review on all things cable
Flashcards
60 cards
F
Practice quiz
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Host live
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Questions
60
Answers
1
Where do you reprovision a modem?
In WA only
In WA and in H10
By removing the modem off the account
With an A34
2
What does ffm2-dm/ do?
Messages dispatch
Alerts supervisors about missed appointments
Shows delinquent history
Messages field techs directly
3
Will a DCT700 show up in rsctools/?
Yes, if we switch it into 3way.
This is not a DCT model type we carry
Yes, if we paste the MAC address
No, never
4
Is a Pace box a DSG?
Yes
No
Only if it is using an eSATA cable
Only Gateway is a DSG
5
What team do you transfer a customer with no DCTs at all to?
Sales team
DNU team
Local support
Upgrade team
6
Where can you find QAM information?
RSCTools/
Mirage/channels
Plantmonitoring/
urcsupport.com
7
What should not be in a Case Management ticket?
Feelings
Serial numbers
The customer's name
Your troubleshooting steps
8
When is it okay to tell a service tech to bring out new equipment?
There are no rules around this
If it will fix the problem
If the customer requests new equiptment
Never
9
What does NOIP on an HD guide box front display mean?
The internal modem has no IP address
The DCT is not activated
The DCT is in 2way
The DCT is not on the DAC
10
When should we check previous Case Management tickets?
If the problem is relevant to what is happening now
If there is nothing in the NS notes
On every call
This is not necessary
11
What does sodnet/ not do?
Test tune the box
Reload channels
Show CX's recent orders
Restart the cable box
12
Where can't we disable PPV?
Through sodnet/
With an H94
In the CBS account
H10 screen
13
Is pixelation on all channels on all DCT's in home applicable for a PRISM?
Yes as it is all of the TV service
Yes if the customer demands it.
TV is not applicable for priME
No, the service is not down
14
Where can't you find information about outages?
Kenny/bmq
NTSU
Rsctools/
Change Controls
15
What must be done after an A34?
Nothing, this is a stand alone command
A 25, rb, r, f
A power cycle
A guide channel refresh
16
How many servers are required for VOD to work properly?
Each DCT only has 1 server
3
1
All of them
17
Will a Legacy DCT using coax as an input cable get a HD picture?
These DCT's were never HD
No
Only if they use a HD converter
Yes
18
What is the first troubleshooting step for analog cable?
Reseat the coax cable
None. This doesn't exist
Powercycle the DCT
Run an A34
19
On a legacy DCT what would cause black screen but full audio on a HD channel?
Channel map is wrong
Signal issues
Bad HDMI cable
MPEG4 channel
20
What is HD overlay?
The setting gateway uses to display it's channels
HD channel programmed on top of the SD channel
All of our HD programming
How we deliver our HD content
21
What plugs into a DCT to give more recording space?
A PVR USB stick
An amplifier
This doesn't exist
An expander
22
What type of DCT will have a SN# starting with PAAP?
Pace
Motorolla
Gateway
Arris
23
Will A25 BIND work on our legacy hardware?
If the DCT is responding
No, never
This is not an existing command
If all other A25 commands have gone through first
24
When should we book a tech for "Not Authorized" on a DCT?
Never; field techs can't fix this issue
Right away; we can't fix this issue
This is not a problem we encounter
After all troubleshooting is done
25
What does a blue background on the TV mean?
There is never a blue screen on the TV
The DCT is on the wrong channel
This is a no signal issue
The TV is broken
26
What does the H11 command do?
Bring up authorization information for the DCT
Reload the DCT's channels
Add/Remove the DCT from the DAC
A soft reset for the DCT
27
What does the H98 command do?
Check if a DCT is responding
Removes Parental locks
Switch a DCT from 1 way to 2 way and vise versa
Switch a DCT from 2 way to 3 way and vise versa
28
Which is these is not true about a CBS command circuit?
The command is sent to all DCT's on that specific DAC
The command goes through the HFC to the specific DCT SN#.
The command stays in CBS only
You get a time out message if the command doesn't work.
29
Which remote has one power button and one setup button at the top?
Transport
Shaw BlueSky TV remote
Champion
Atlas
30
What tool lets us search all addresses on a node?
mirage/
sodnet/
ffm2-dm/
kenny/bmq
31
What does not need to be in the SC spins?
The device's levels
How the CX is effected
The DCT serial number
Your troubleshooting steps
32
When is it not okay to submit a PriSM?
Multiple core full outage
Medical no dial tone
When only one cable box is not working
Hazardous situation
33
What does H90 do?
Removes parental controls
Unloads PPV content
Switches to 2way
Move a DCT from system to system
34
Switching inputs doesn't fix "No Signal." What's next?
Run an A34
Check if the DCT is on
Check if the DCT is responding
See if the account is deauthorized
35
Do we book a SC for a full node being offline?
Yes if the CX's services are completely offline
Only if troubleshooting didn't work
No, Never
Only if it isn't in Service Alerts
36
Do we use M or A after deleting a modem from WA?
Both can be used
M
A
Neither
37
When do we send a tech out for SOD issues?
Almost never, this is a mostly internal issue
If there is no more troubleshooting steps
If the escalation fails
When the SOD tool is not responding
38
What is flapping?
The boot up after a powercycle
This is not a real term
A non-responsive cable box
A modem shutting down several times in a day
39
When is it okay to use technical jargon?
With every customer
If the customer uses jargon with you
Never
To explain what steps you are taking
40
When would an HD guide display P5LD on the front panel?
Right after an A34 is put through
If it is removed off the DAC
At the end of a boot up cycle
Never
41
What does DSG stand for?
DOCSIS Standard Gateway
DOCSIS Set-top Gateway
Digital Standard Gateway
Damaged Set-top Grandfathered
42
When should you book a 028 SC?
If there is a SC for the same thing in the last 30 days
If the customer has a full service outage
Never, we don't use this code
When directed by support
43
Do we troubleshoot VCR's?
If they are hooked up to our DCT
No, we bypass the VCR
If the CX asks us to
Always
44
Which of these can cause poor RF?
Bad weather
a failing splitter
The DCT not responding
A failed activation
45
How do we bring up the Wave Record?
The WA command in the CX's account
By running A34
In the H10 screen
The WA command in CBS
46
What is Regional Action Center for?
Sending questions to support
Leaving detailed problem notes
Submitting escalations
Getting your password reset when you forget them
47
When should we be doing Case Management?
When there is actually a technical issue
After every single call
If there is something important to note
When there is sales information only
48
What will Shaw never install on a coax cable?
Antenna
Amplifier
Splitter
Coupler
49
What must be filled in to save a Case Management?
Account number
Date Created
Action(s)
Customer Inquiry
50
Do you have to verify a customer before using the H93 command?
We don't verify before troubleshooting - only billing
Yes, always
Only if we need to run it on multiple DCT's
No, this is a standard troubleshooting step
51
Do troubleshooting steps go into NS notes?
If it's important for sales to know
If you have time to put them in
No they are for Case Management only
Yes if they are relevant
52
Can the REMSOD code in CBS cause issues?
Only if the customer orders a lot of movies
No and it doesn't need to be updated
Yes it needs to be updated
No, it just needs to be updated if you open a WO
53
What is the primary use of a A34?
For a new DCT activation
Never use A34
For OMP issues
When a customer is unable to powercycle
54
What is an customers advantage to having a DSG box?
They are so much cheaper
Internal IP address for RSC tools
Complete VOD library
We don't sell DSG boxes
55
What tool tells us RF levels?
urcsupport.com
Mirage/
Plantmonitoring/
Rsctools/
56
Could reseating the coax cable fix a signal issue?
No, this is an input issue
This is not an issue we would have
Yes, if the DCT is not responding
If there is a splitter on the coax cable
57
Should a customer use a power bar with our DCT's?
If their power outlet is too far away
No, these can cause issues for our equiptment
Our DCT's don't connect to power bars at all
As long as it's a high end power bar, yes.
58
Will a DCT3510-M display OMP?
No, never
Yes if the DCT is not responding
Yes if it is having a signal issue
This is not a DCT model we carry
59
Which remote has a red TV and Cable button at the top only?
Champ
Atlas
Gateway
Champion
60
Is it okay to cold transfer to support?
Never
We only cold transfer
If we are in AHOD in tech
If you are directed to
