The Service Set Identifier [SSID] of a modem is commonly referred to as the _____
Network Name/ Wi-fi Name
100
This message may occur on a customer's screen when one of the following issues are present
- Cable Box is turned off
- HDMI cable is loose or disconnected
- Television is set to incorrect video input/ source
No Signal
100
This message will appear on a customer's phone if the handset or wireless handset base is disconnected from a phone jack
No Line
100
If a special feature or package is missing from one box but the proper codes are on the box, you can correct this by sending a _____ hit
Balancing [07]
100
This tool is used to monitor signal levels, check neighboring customers' services, and find equipment addresses
RIO
200
These are the two types of wireless networks commonly found on most Modems/Routers
2.4GHz & 5GHz
200
A loose coaxial cable or signal interference may cause a distortion in picture commonly referred to as _____
Pixelation / Tiling
200
This port on a modem is reserved for Telephone Use only
Tel 1
200
If a customer can not play PPV movies/events, but is not past due and troubleshooting steps do not solve it, you can resolve it by going to the 17 screen and adding a __________
Credit Limit
200
This tool serves as an alternative for RIO as a last resort
NYROC
300
These 3 wireless channels are referred to as the _____ channels
1, 6, 11
Auto
300
This setting is enabled if a customer's cable box turns off automatically after 4 hours of inactivity
Power-Save Mode
300
This port is reserved for 2nd phone lines and fax lines
Tel 2
300
If a customer's account is issued a Non-Pay Disconnect, a _____ may be placed on their modem until the past due balance is paid
Quarantine
300
You can use this site to quickly find modem login information, filtered by Brand Name and Model Number
Modem Commands / Tier 3 Page
400
This setting on a modem determines how long devices will stay connected before renewing their connection to the Wireless Network
Lease Time
400
If a customer's recorded shows do not show up on all of the boxes in the Whole-House system, this can usually be corrected by _____
Rebooting all boxes in the Whole-House System
400
If a customer's Caller ID on TV feature is not working properly, it can usually be resolved by rebooting the _____ & the _____
Phone Modem [MTA] & the Cable Box
400
If a customer has sent in a payment, but it has not been processed or notated, it may be necessary to enter a _____ Issuetrak
Missing Payment
400
This tool can be used to see if a customer's area has had an outage reported for it by searching for the customer's Hub / Node
OutageView
500
The Forward Error Correction [FEC] readings on a modem determine what kind of signal-related problem?
Interference / Cut or break in cable line
500
If the picture on a customer's TV appears too small or blurry, this can be corrected by changing the _____
Output Resolution / Aspect Ratio
500
You would use this tool to refresh phone services or to do a line run
OMSe
500
If a customer wants to switch to SPP but it will not allow you to complete the order, it is most likely due to ___-_____ equipment.
Non-Compliant
500
This program allows you to access a customer's Modem and Cable Boxes, where you can monitor performance and reconfigure them to resolve certain issues.