\\\\\\\\\\\\\\\\\\\\  PLEASE NOTE  ///////////////////////
To Quickly jump to a Specific Spot or Search this template 
Hold Down Together  Ctrl + F Key   (Formated for Notepad)

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USERNAMES & PASSWORDS

DTS                  ........@cablevision.com:.........
Aspect                               ........:.........
Cabledata                            ........:.........
Novell                               ........:.........
Remedy                               ........:.........
Bounce                               ........:.........
Boost                                ........:.........
Boost Acct                           ........:.........
Webmail Acct                            cttsg:1bpa1
Choice 401k                          ........:.........
Tools +                                ooltsg:maxima11
Motorolla (192.168.100.1)               admin:motorola

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NBS  (5min call)

Check o/b:
Bounced modem:
Check TV Status (2-6):
HHC:
Bypassed to main:
Setup T/C (date/time):

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NFOS (You Should Be treating this just like NBS)

Verify lights on modem:all solid
   If all on check Mac (HTML Interface if needed): 192-168.100.1
Check o/b:clear
Bounced modem:still NFOs
Bypassed to main:
Setup T/C (date/time):

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

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NO ATTACHED DEVICE

Check for Standby:
Swap end of Rj-45/reseat USB:
Check device manager (If issue please state):
Check another RJ-45/try another usb port(If available):
Check another PC (If available):
Attempt USB install/switch to ethernet:
Refered to Vendor:

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0.0.0.0 IP

Ask customer if they just switched device attached to modem, if so, bounce it.
Check o/b:
Check for standby:
Check for Walled:
check for router:
If router bounce:
    DHCP log:
    IP (If granted):
Bypassed router (Remember to bounce modem):
    DHCP log:
    IP (If granted):
check TCP/IP Settings:
Release/Renew (put error message if applied):
    DHCP log:
    IP (If granted):
Bounce Modem and PC:
    DHCP log:
    IP (If granted):
Refer to Vendor:

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CAN'T CONNECT

Check for router=0 IP


WC=Y
Survey=Y


If router bounce:
    DHCP log:
    IP (If granted):
    bypassed router (Remember to bounce modem):
If No Router Ipconfig /Release then Ipconfig /renew
    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:  
    Firewall:
Ping out FQDN:
Ping out IP: 
    (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:

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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:

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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:

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UNABLE TO BROWSE SECURE SITE

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:

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SPEED ISSUE T/S

Check o/b
Poll modem (with Up/down test) : 
Signal Lvl's : 
ping modem: 
    (If packet loss unplug ethernet or usb cable)
    Ping modem:
    (If packet loss bypass splitter to main)
    Ping modem: 
    (If no packet loss, reffer to replace splitter)
    Setup T/C (If packet loss at main) Date :
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:
Clear cookies/Cache, look possible spyware and other issues.  Network isn't the issue.

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E-MAIL T/S Send/Recieve

5 Steps

1) Check Settings=c
2) Reboot Machine
3) Check Firewall
4) Telnet Mail Server
5) Webmail Test
6) sent test messge//all set//good

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.)

webmail2.optonline.net 

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Do Not Mail / Do Not Email 
 
What is it?
Cablevision will mail information, channel line-ups and advertisements to customers and potential customers. Occasionally, customers will decide they would prefer not to receive these mailings and request to have their names and addresses removed from the mailing lists.

What I need to know...
Updating of all telemarketing lists can take up to 30 days. 
What I need to do...
When in the account, select "Option 10 - Change House/Cust Data". 
Choose "Option 1 - Change Customer Data". 
Enter until you reach "C/MAIL". 
Enter a "letter" into the field (see chart below) that best fits the customer request. 
Task complete. 



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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 

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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=Run Member Services
	
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=Poll modem and confirm modem is unwalled

Verify with 2 sites with customer.

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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.

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BOUNCE BACK E-MAILS


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.

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Sign Off Codes


100 Meeting
101 Coaching
102 Training
103 Special Project
104 Sup
107 System Issues
114 Startup
119 Incentive
200 Break
201 Lunch
202 Personal
301 End of Shift
309 End of Shift OT

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Extensions/Numbers

 23 3PV
 24 3PV
 60 OV to C.S.
 61 OV1 to OV2
 73 AOL Support
 90 I.D.T
 91 Sales
 93 Restel
 98 CS 	1=LI-LI OV  2=NY  3=CT  4=NJ  5=Disc
110 Intellicheck (Credit)
111 Intellicheck (Checks)
120 BCOOL 
133 Survey
200 CS 1=IO LI 2=HDTV 3=Business IO

866 575 8000 Commercial/BCOOL
516 803 2300 Media/Government 
866 442 3864 Restel/OV
516 803 HELP Help Desk
516 803 9408 Dummy Tickets
888 456 6323 ATM CS

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3rd Party Numbers

Computer Associates  866 679 9982 x2
AOL                  888 346 3704
Microsoft            800 939 5700
Symantec             800 441 7234
MCAfee               800 338 8754
USRobotics           888 216 2850
trueswitch           800 737 3430
Toshiba              800 457 7777

Linksys              800 326 7114
Belkin               800 223 5546
Netgear              800 211 2069
Dlink                877 453 5465
Buffalo              866 752 6210
Westell              877 275 7797

IBM                  800 426 7378
Dell                 800 624 9896
Apple                800 275 2273
HP                   800 474 6836
Emachines            408 273 0808
Gateway              800 237 0697
Sony                 888 476 6972
AT&T                 888 888 7520
Intel                916 377 7000

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T/C CODES

150 NBS
152 Check Modem
153 Slow Speed
154 Intermittent
155 Packet Loss
180 No Dial Tone
181 Intermittent Dial Tone
200 Informed of Charge
301 Modem
302 OV Modem
400 Repeated Visit
420 Refused to troubleshoot

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CABLE DATA

optima_opt1 DDP 7803
optima_opt2 DDP 7801
optima_opt3 DDP 7866

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Download Speeds            Upload Speeds

16 Mbit/s (1.8 MB/s)   2 Mbit/s (256 KB/s)     Basic
30 Mbit/s (3.7 MB/s)   5 Mbit/s (640 KB/s)     Boost
50 Mbit/s (6.2 MB/s)  50 Mbit/s (6.2 MB/s)     Ultra

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E-MAIL SUPPORT

Ebill Issues	  ebill@cablevision.com
Rewards Issues	  rewhelp@cablevison.com
Security Issues   abuse@cablevision.com-(this is used for subs. who state they are
being hacked.
 
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CA EZ-ARMOR,ANTIVIRUS,FIREWALL

Login Page
http://www.my-etrust.com/isp_partners/index.cfm

Username: azummo@cablevision.com     Password: custlookup

Click on Edit/Search, enter the Customer's Email Address,
and then click Continue.

Call Transfers (866-679-9982 x2)

Less than 30sec
Site ID for Warm Transfer is 6252177

More than 30sec
Advise sub that next availible rep will assist them. Please
Advise the customer to state they are a CableVision Customer.

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SIGNAL RANGES

RECV        Between -15 & 15 dBm
NOISE       30 dBm or more
XMIT        Between  32 & 58 dBm
Splitters   -3.5db Range 5MHz-to 1,000ghz

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WEB SITES

DTS Site
www.ool1.com
Ool.hopto.org

Modem ScreenShots
http://www.techdrew.com/modems.html

General Faqs
http://www.netfaqs.com/

Eudora Support
http://www.eudora.com/techsupport/kb/2363hq.html 

Mac Setup Guides
http://sonic.net/support/ss/mac/

JSI Error Codes
http://tsgnews/ov/JSIcodes.htm

Blacklisted Ip's
www.optonline.net/mailblocking

Speed Tests
ftp1://167.206.5.41

E-mail Service Xfer Tool
trueswitch.com

Disabling Firewalls
http://help.expedient.com/general/disable_firewall.shtml


More Vista Help
http://www.extremetech.com/slideshow/0,1206,l=&s=25501&a=156757,00.asp
http://www.winsupersite.com/showcase/winvista_rtm_galleries.asp

Virtual World
http://tsgnews/VirtualWorld/

Cabledata help site codes
http://kdb/KDB/jsp/CDA/hatTemplate.jsp?bottomUrl=http://intranet/cabledata/index.htm

WINDOWS XP RUN COMMANDS SHORTCUTS
www.fixmyxp.com/content/view/20/42/


Mac Help
www.rit.edu/~wwwits/services/desktop_support/mac

Support Work Link
http://intranet/enterpriseit/virtual_hd/main.html

Bandwith Calculator
http://www.ibeast.com/content/tools/band-calc.asp

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3rd PARTY LOGINS

cttsg@yahoo.com        Username: cttsg                Password: cttsg1
cttsg1@aol.com         Username: cttsg1               Password: cttech1
cttsg1@hotmail.com     Username: cttsg@hotmail.com    Password: bpa111
ct_tsg@hotmail.com     Username: ct_tsg@hotmail.com   Password: bpabpa
cttsg.tech@gmail.com   Username: cttsg.tech           Password: cttsgbpa1
OV4B Webportal         Username: bcservices           Password: 1234
Boost Account          Username: testboost            Password: tsgool

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RUN COMMANDS

On Screen Keyboard:               osk
Network Connections:	          ncpa.cpl
Device Manager:			  devmgmt.msc
Secure sites in IE:	          regsvr32 softpub.dll		
Command Prompt:			  cmd
Windows Security Center:          Wscui.cpl
Internet Setup Wizard:		  inetwiz
Windows firewall:		  firewall.cpl
Malicious Software Removal Tool:  mrt
Java Control Panel:		  javaws
Internet Options:                 inetcpl.cpl
Security Center:	          wscui.cpl
Windows Firewall:	          firewall.cpl
Control Panel:                    Control

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CMD PROMPT

Displays Connection Configuration):		ipconfig/all
Displays DNS Cache Contents):			ipconfig/displaydns
Delete DNS Cache Contents):			ipconfig/flushdns
Release All Connections):			ipconfig/release
Renew Connections):				ipconfig/renew
Refreshes DHCP & Re-Registers DNS):		ipconfig/registerdns
Display DHCP Class ID):				ipconfig/showclassid
Modifies DHCP Class ID):			ipconfig/setclassid

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Special Thanks to all that contributed