Signal Related Issues
NFOS
Intermittent Connection
Router Reset
SPEED ISSUE T/S
Slow Speed W/Router
Slow Speed only when Browsing
PC Related Issues
0 IP/169./192. Address
Can Connect/Valid IP/
USB Install
Browser Related Issues
UNABLE TO BROWSE SECURE SITE
EMAIL ISSUES
No MailHost
Email Move Transfer
BOUNCE BACK E-MAILS
Escalating to TSGCOMM
Optimum Rewards/Ebill
Walled Garden/COS DowndGrade/Non-Registered

Signal Related Issues

Express Empathy and Assurance before you Troubleshoot.

NBS

Check o/b=
Push to Cause
Run HHC(HHCLinK) and put in WL
Bounced modem=
Bypassed to main=
(Always give the customer an option to Bypass the Splitter)

Setup T/C (date/time)
Is this a Repeat Visit:
(See Me or Stylin to Verify)

RD=No Signal Related/No Signal/Setup a Truckroll/Possble Charge/Call Ahead/
TC Codes-150/200/301
IF OV=150/180/200/302
If a Repeat Visit use 400 first

Back to top
NFOS

Express Empathy and Assurance before you Troubleshoot.

NFOS (You Should Be treating this just like NBS if you are unble to verify MAC)

Verify lights on modem:

If all on check Mac (HTML Interface if needed): 192.168.100.1
Check o/b=
Push to Cause
Run HHC and put in WL

Bounced modem=

Bypassed to main=

Setup T/C (date/time)=
!!!!!!!!!!Advise of TC Policy!!!!!!!!!!!!!!!-This will cost you 100 points in QOSD

*We go to the main line to test the signal strengh from the pole. Remember the modem
and TV come off of two different signals. So you can have TV

RD=No Signal Related/No Signal/Setup a Truckroll/Possble Charge/Call Ahead/
Back to top
Intermittent Connection

Express Empathy and Assurance before you Troubleshoot.

Check O/B=
Push to Cause
Run HHC and put in WL
Run Ping Test to Modem/UBR and Attached Device/DOCUMENT IN YOUR WORK LOG!!!!!!

Check Modem Uptime=
Ask questions:
When you loose connection does the lights on the modem go out?
Is there a specific time when your connection goes down?

IF the lights never change and the sub. has a router
Follow your router Troubleshooting Steps
Advised the customer it could possibly be the router/they may want to direct connect
for at least 24 hrs, and check to see if they still have intermittent connection.
Back to top
Router Reset

Reset router
DHCP log:
IP (If granted):
If no DHCP log: Bypass Router

Verified to Connection:
Refer to Vendor

Remedy Documentation:

01 No Conn - PC Related
Router / Hub
Bypassed Router-Up&Running
Back to top
Speed Issue t/s

Express Empathy and Assurance before you Troubleshoot.

Check o/b

Poll modem (with Up/down test) :

Signal Lvl's : Place HHC Here

ping modem: Paste Results Here

(If packet loss unplug ethernet or usb cable)
Ping modem:Place Results after you removed RJ-45 or USB
(If packet loss bypass splitter to main)

Ping modem: Paste Results after bypassing to the Main
(If no packet loss, refer to replace splitter)

Setup T/C (If packet loss at main) Date :
Back to top
Slow Speed w/ Router

Express Empathy and Assurance before you Troubleshoot.

Bypass router (if possible)
ping attached device:
(If packet loss possible issue with nic or rj-45)
(If 100% loss firewall, make sure to disable)

run ftp test (Results in XXX K/Sec) :
(in Run type CMD)
(ftp 167.206.5.41)
(User name :ftp password: online)
(At FTP prompt type BIN and Press enter)
(At Next FTP prompt type GET TEST8 and press enter)
Setup T/C if under 200 K/Bytes/Sec:
Back to top
Slow Speed Only When Browsing

Express Empathy and Assurance before you Troubleshoot.

This is can be a corruputed browser or look possible spyware and other issues.

Network isn't the issue. You Should not be checking any network Settings!!!!!!!!!

Clear Cookies/Temp Files
Reset Websettings:
!!!This will delete the customer entire browsing history make sure you advise them of this!!!!

Restore Defaults
Have customer try multiple sites:

!!!!!If a customer states they are unable to open IE, Safari or FireFox.
Attempt the customer to try again if it fails REFER TO VENDOR!!!!!!
Back to top
PC Related Issues

Express Empathy and Assurance before you Troubleshoot.

NO ATTACHED DEVICE

Check for Standby:

Do you have a router?
Double Check, rephrase it, or describe what a router looks like.

Swap end of Rj-45/reseat USB:

Check device manager
(If issue please

!!!IF USB is connected then DM will tell you the name of that device!!!!!!

Check another RJ-45/try another usb port(If available):

Check another PC (If available):

Attempt USB install/switch to ethernet:
!!!!Give this option to the customer!!!!!

Refered to Vendor:
Back to top
0 IP/169./192. Address

Express Empathy and Assurance before you Troubleshoot.

0.0.0.0 IP or 0 IP

Ask customer if they just switched device attached to modem, if so, bounce it.

Check o/b:

Check for standby:
Do you have a router?

Check for Walled:
Rates and Outlets must match?

IPconfig:

If 192.168.100.1 then can be caused by Static IP/Router/Standby.
If 169-Then there is an issue with the NIC-Following your PC Layer Steps

Check NIC
Disable then Enable
Check TCP/IP Settings
IPConfig/Release/Renew

Refer to Vendor if there is still a 192 or 169. Advise customer there is an issue with the NIC

If router bounce:

Follow your Router Troubleshooting Steps
Back to top
Can't Conn/ Valid IP

Express Empathy and Assurance before you Troubleshoot.

Check for router=

If router bounce:
Follow Router T/S steps

If No Router

Ipconfig /Release then Ipconfig /renew
Renew with no error message:

DHCP log:
IP (If granted):
If no DHCP log Check TCP/IP Settings, try another computer,
see if sub changed devices recently.

Ping Att Dvc:

Unable to ping Disable Firewall:
Ping out FQDN:
Ping out IP:

(If Yes to both )
Run inetwiz
Trying putting website in run window

(If yes to ip, no to FQDN then do following)

Check Tcp/ip settings (Static DNS):
Run ftp (telnet if XP):
Winsock error:
Rebuild TCP/IP:

Run ICW:
Tried another browser (If available):
Refered to vendor:
Back to top
USB Install

Express Empathy and Assurance before you Troubleshoot.

USB Install/Re-install

Check Device manager (Modem with red X, Other Devices, USB Hub):
If windows 98 make sure they have 98 Disk:
Remove USB cable:
Modem left device manager:
Ran Removal tool:
Rebooted Pc:
Plugged usb after reboot:
Ran New Device Wizard:
Refered to Vendor:
Refered to purachase NIC:
Back to top
Browser Related Issues

Express Empathy and Assurance before you Troubleshoot.

Unable to browse single/few sites

Check o/b:
Verify site on workstation:
(If only Secure sites move to secure site template)
Clear Cookies/Cache:
Reset browser to defaults:
(If single site) Ping site:
Trace route site (From sub's pc):
Try another browser (if available):
Refer to D/L and try another browser:
Refer to Vendor:

RD=
No Conn - PC Related
SW-O/S,Browsers,Virus,Firewall
Reset WebSettings/Restore Defaults
Refer to Vendor
Back to top
UNABLE TO BROWSE SECURE SITE

Express Empathy and Assurance before you Troubleshoot.

Check o/b

Verify site on workstation:

Verify browser encryption:
If less then 128-bit reffer to u/g browser:

Try another secure site:

Clear Cookies/Cache:

Reset browser to defaults:
Try another Browser (if available):
regsvr32 softpub.dll in run box:
Reboot P/C:

Refer to D/L and try another browser:
Refer to Vendor:

RD=
No Conn - PC Related
SW-O/S,Browsers,Virus,Firewall
Reset WebSettings/Restore Defaults
Refer to Vendor
Back to top
Email Issues

Express Empathy and Assurance before you Troubleshoot.

E-MAIL T/S Send/Recieve

5 Steps !!!!!!!!!!!!DTS TIME and make sure to copy/paste Session ID!!!!!!!!!!!!!!!!

1) Check Settings
2) Reboot Machine
3) Check Firewall
4) Telnet Mail Server
(telnet mail.optonline.net 25 or 110)

5) Webmail Test-Verify that our mail server is working properly
6) sent test messge
Have customer send message from themselves to themselves

3 Pre-steps for send only issues
1) Make sure sub is home. (If sub is not going through modem, such as on vacation they
will hit port 25 block)
2) Check Filters on modem. (50 recipents in one message, 100 in an hour will set of the filter
on the modem)
3) See if sub has wireless router. (If so bypass, sub may be connecting on wrong network.)

Remedy Documentation

EMAIL /Newsgroups
Unable to Send/Receive Email
Used desktop streaming
Reconfigured Email
Customer Education
Resolved on Phone
Brought to Answer Center(Only Use this if they are 30 days Live-Mention Answer Center)
Back to top
No Mailhost

NO MAIL HOST (Boost)

•Delete the Username that has the missing mail host

•Then Undelete the mail host you just deleted.

•Go back to account information, you will notice that a mail host was created.

*No Mailhost can cause a customer unable to sign-up for Computer Associates
Back to top
Email Move Transfer

Verify userid that sub. is inquiring about
Use BOOST2 to search

Verify that the userid the account is on is DISCO-(if you are unsure on how to verify see a lead/Sup
IF so Verify security questions and ask sub if they would like to move email address

If you get an error message or the move transfer Fails, Escalate to TSGCOMM

!!!!!!!!!Never attempt this without verifying security questions or asking the primary account holder
Back to top
Bounce Back Emails

Sub. States he is getting bounce back messages.
(customer must be sending from our network) ex..our smtp/pop3

•First we need to know if the email address belongs to cablevision

•Ask the sub. Are they the recipient or sender.

•Advised the sub. If they could email the bounce back message to one of our test accounts.(cttsg1, sheltontest)

•The email bounce back must contain the entire header.
Back to top
Escalating to TSGCOMM

!!!!!Follow the Template Below!!!!

Good Evening,

Mr/Mrs is currently unable to send email to the following recipient (recipient e-mail address). Below i have placed the entire e-mail header.

Customer Info:

username/
password/

!!!!!!!Be sure you cc the lead that advise you to email and place a copy in your Work log!!!!!!!!
Back to top
Optimum Rewards/EBill

OPTIMUM REWARDS

rewhelp@cablevision.com
If sub wants to know more about this rewards, you can also refer them to

http://www.optimumrewards.com/home.do

Ebill

Probe Sub. Ask Questions!!!!!!!

Verify what UserID they are using
Does that UserID have the correct permissions=OAC
If so, verify security questions(Check Protocol Page for Clarification)
Reset password have sub. try to sign-in.

If any other Issues
Unable to view last statements.
Different Name on account when they sign in.
unable to update any information. Email account to me or Stylin.
Advise customer of escalation and they will be contacted with a resolution
Get an additional callback number.
Back to top
Walled Garden

WALLED GARDEN

COS DownGrade

•Poll modem=Old poll will show modem walled( it will appear in RED)

•Check Boost for modem status

•Check CableData=
Active Account and ool rates match modem outlets=
•If OOL RATES(3F,2G,ME,TPiool) does not match modem outlet THEN opt 11 modem into correct empty outlet

•If outlet is occupied then advise a Lead/Sup that rates need to be adjusted.

•Run Member Services after rate fix.
MS should be ran if TRIO shows the MAC that is walled currently on the account.
If TRIO does not show the MAC walled, THEN RUN JSI-ANY ERROR CODES THEN XFER TO OV

•Verify with A site with customer.
Back to top