HSD Customer service
Which of the following methods is employed to reduce traffic congestion on a HFC network?
splitting the distribution legs into separate optical return paths
what entertainment multimedia elements are capable of receiving and converting streamed over the top media into television format?
streaming media players, many blu ray disc players, gaming consoles, and smart tv
When helping a new customer set up email for the first time, what suggestion should you make regarding the customers login and password?
suggest that they write down their email login id and password and keep it in a safe place in case they forget it
the most common source of ingress and egress is located at which of the following points in the broadband cable network?
the customer premise and the drop cable
if the drop loss at the ground block is 3.2 db and is connected to a three way splitters hot leg and then connected to the 9 Db leg of a directional coupler what will be the total return loss
the drop cable loss is 3.2 dB plus 3.5 dB (the hot-leg loss of a three-way splitter) plus 9 dB (DC loss), for a total of 15.7 dB in the drop return path loss.
What is the definition of a home media network?
the home media network is defined as a collection of computer and media devices connected together on a single network
a network attached storage NAS element should be connected to what element in the home media network?
the router
Broadband cable operators view tv everwhere as the answer to what competitive service?
the streaming of media, television programs, movies, music, into data packets that can be received over the internet or OTT
Which of the following device applications can be used in a system to reduce ingress noise?
the use of a high pass filter at the tap will block any noise generated on the drop in the return frequencies from entering the leg.
Which of the following describes thermal noise?
thermal noise is caused by fluctuations in electron density within amplifier circuitry. As the signal passes through an amplifier, thermal noise is generated and added to the amplified signal.
Why is it good practice to review the service work order with the customer before beginning a high speed data service installation?
to verify account information and to confirm the high speed data order
When using a digital signal analyzer to troubleshoot data throughput in the Data Over Cable Service Interface Specification (DOCSIS) network, what is the minimum modulation error ratio (MER) into the cable modem for a 256-QAM carrier?
32 dB or greater.
What would be the downstream throughput if two 256-QAM channels with a throughput of 38 megabits per second (Mbps) were bonded?
76 Mbps
What does a DOCSIS 3.1 seek first when synchronizing with the cable modem termination system (CMTS) in order to receive operational information?
An orthogonal frequency division multiplexing (OFDM) channel that contains a set of contiguous subcarriers called the PHY link channel (PLC).
What messages must a cable modem receive from the downstream signal in order to begin a transmitting relationship with the cable modem termination system (CMTS)?
An upstream channel descriptor (UCD) message, a symbol timing message (SYNC), and a bandwidth allocation message (MAP).
How can you use the five Ws technique for note taking when troubleshooting a problem?
Ask questions that directly relate to the problem that begin with who, what, when, where, and why. Write down answers to help in your analysis of the problem.
Why are the data throughput rates for both downstream and upstream in Data Over Cable Service Interface Specification (DOCSIS) networks asymmetrical?
Because the narrower bandwidths and lower orders of modulation for the return path carriers cause the DOCSIS downstream and upstream data rates to be unequal or asymmetrical.
what version of the docsis specification included the option to increase the tap frequency of the upstream to 85 Mhz?
Docsis 3.0
How many home network device categories have been defined by the DLNA (Digital Living Network Alliance)?
Five—the digital media server (DMS), digital media player (DMP), digital media renderer (DMR), digital media controller (DMC), and digital media printer (DMPr).
How does a DOCSIS modem receive its Internet protocol (IP) address?
From a dynamic host configuration protocol (DHCP) server that provides the CMTS with the modem's IP address, which is forwarded to the modem during initialization.
What layers of the Open Systems Interconnection (OSI) reference model are applied between Data Over Cable Service Interface Specification (DOCSIS) modems and the cable modem termination system (CMTS)?
Layers 1 through 4 (Physical layer, Data Link Layer, Network Layer, and Transport Layer) are applied between the DOCSIS modem and CMTS.
Which of the following devices have diagnostic pages which can be used to confirm and verify operation of the return path?
Most cable modems, embedded multimedia terminal adapters (EMTA), and STBs have diagnostic pages
What was added to the first Data Over Cable Service Interface Specification (DOCSIS) that enabled broadband cable operators to provide telephone service with quality and reliability that rivaled the products of the traditional telephone companies?
Quality of service (QoS) controls, enhanced security, and adaptive equalization in the upstream path.
Which of the following describes the methods used to determine if a STB is non responsive?
STB are polled to see if they respond and a report is created, non-responsive STBs can result in a significant loss of revenue.
Which step in the troubleshooting process requires a discussion with the customer to gather more detail about the problem?
Step 1: Identify the problem
To break the habit of a negative self-talk cycle
Tell yourself "not now" and move onto a positive thought whenever negative thoughts occur.
the use of a directional coupler requires which of the following adjustments in the return paths?
The output of each return amplifier must be adjusted so that the input levels received at the next amplifier are the same
When analyzing a problem, what can the technician learn by asking the customer to show or demonstrate the problem?
The symptoms of the problem can be viewed and any unusual screens or customer entries can be identified.
If the customer is an internet novice, what would be the benefit of saving your company's website as their home page?
They might appreciate having easy access to a website that contains links to their email and other useful or interesting links
What access technology does the first version of the Data Over Cable Service Interface Specification (DOCSIS 1.0) use to send data upstream over the network's RF return path?
Time division multiple access (TDMA).
Why would a cable operator consider activating device class identification (DCI) as part of a DOCSIS modem's initialization?
To enable the cable operator to define special modem classes or service levels that can be prioritized for ranging after a massive outage.
Which of the following devices is the best choice when trying to isolate the cause of cable telephony or high speed data cable modem performance problems?
A modem emulator function in a signal level meter (SLM) can aid in troubleshooting the cause of cable telephony or HSD cable modem problems in the drop system
What instructions might a cable modem termination system (CMTS) send in a RNG-RSP message to modify the modem's transmission parameters?
An adjustment to the modem's timing interval, transmit frequency, or power level
In a Data Over Cable Service Interface Specification (DOCSIS) network, why is the data throughput over the return or upstream path typically less than the throughput of data over the forward or downstream path?
Compared to the downstream path, the narrower bandwidths and lower orders of modulation used to transport data over the return path cause the downstream and upstream data throughput to be unequal or asymmetrical.
if the customer demonstrates that they are internet savy, what should be the next step in the customer education portion of the high speed data server installation?
Direct the customer to the cable operators web page to show them what information is available and to help them setup their email
From where do Data Over Cable Service Interface Specification (DOCSIS) modems receive their configuration files, billing system messages, and access control messages?
From the cable modem termination system (CMTS) acting as a "proxy" or messenger that transfers messages and files between the modems and the respective servers.
which release of the institute of electrical and electronics engineers 802.11 specification was the first wireless accepted wireless standard to be branded with the wifi name?
IEEE 802.11b
How does Internet protocol (IP) multicast differ from IP broadcast?
IP multicast traffic is only sent to specific modem addresses on the network; IP broadcast traffic is sent to all modems on the network.
What Internet protocol (IP) address modes can a Data Over Cable Service Interface Specification (DOCSIS) 3.0 and 3.1 modem be provisioned in?
IP version 4 (IPv4), IP version 6 (IPv6), alternate provisioning mode (APM), and dual-stack provisioning mode (DPM).
What Internet protocol (IP) connectivity modes are supported in DOCSIS 3.0 and 3.1?
IPv4 only, IPv6 only, alternate provisioning mode (APM), and dual-stack provisioning mode (DPM).
Which of the following is a method for controlling expectations?
Identify the source of emotional overload.
You are at a customer's home and you are asking the customer whether the problem is intermittent or constant. Which step are you using from the six-step troubleshooting process?
Identifying the problem.
What type of security does the baseline privacy interface (BPI) protocol provide?
It prevents a cloned modem from full, illegal, access to the network.
By taking control of the expectations you have, you are
More likely to improve your motivation and be a better problem solver.
Where should the customer be encouraged to go for information and questions before calling in?
Online to the cable operator's website in the frequently asked questions (FAQ) page. The information and answers provided are current and usually the same as those provided to the customer service representatives.
What is the role of the router in the home media network?
Operating between the modem and the rest of the network, the router assigns Internet protocol (IP) addresses to all of the network elements, then uses the IP addresses to direct traffic among network elements.
What are two features that were added in Data Over Cable Service Interface Specification (DOCSIS) 3.1 to extend the viability of hybrid fiber/coax (HFC) networks into the next decade?
Orthogonal frequency division multiplexing (OFDM) and low-density parity-check (LDPC).
What features were introduced with the 3.1 version of the Data Over Cable Service Interface Specification (DOCSIS 3.1) to increase the downstream and upstream data throughput?
Orthogonal frequency division multiplexing (OFDM) and low-density parity-check (LDPC).
Which of the following best describes stereotyped thinking?
Presuming that all members of a group have certain characteristics
Which Data Over Cable Service Interface Specification (DOCSIS) layer is used by the cable modem termination system (CMTS) to differentiate between cable modems?
The DOCSIS Media Access Control (MAC) Layer
The first version of the Data Over Cable Service Interface Specification (DOCSIS) was approved as an international standard by what organization?
The International Telecommunication Union (ITU).
Which Open Systems Interconnection (OSI) reference model layers does the MAC Layer in the Data Over Cable Service Interface Specification (DOCSIS) overlap?
The Physical and Data Link Layers.
What happens if a DOCSIS modem is unable to acquire the current time and date from one or more time-of-day (ToD) servers during registration with the cable modem termination system (CMTS)?
The modem proceeds to an operational state and issues at least one ToD request per 5-minute period for each server specified until local time is established.
What information does a DOCSIS 3.1 modem provide in its Bonded Initial Ranging Request (B-INIT-RNG-REQ) message to the cable modem termination system (CMTS)?
The modem's downstream service group (DS-SG) if determined.
What was done in Data Over Cable Service Interface Specification (DOCSIS) 3.0 to allow enough bandwidth for upstream carriers from previous DOCSIS versions?
The option to increase the top frequency of the upstream to 85 MHz.
You are at a customer's home and you believe you have solved the problem. When you check to be sure the resolution did not introduce any new problems, which step are you using from the six-step troubleshooting process?
Verifying the solution.
What is the last step in a cable modem's registration?
When the cable modem termination system (CMTS) receives a registration acknowledge (REG-ACK) message confirming the modem's registration.
The attribute of being "active" as a critical thinker means
You observe and take notes relevant to the issue.
When aligning the return amplifiers which method will deliver the most accurate alignment results?
a return sweep from 5-42 MHz will deliver the most accurate alignment results
What device can be installed with a cable modem to enable internet access to two or more devices in the customer premises?
a router with built-in multi-jack Ethernet switch
what could result if a customer's network has a data throughput of 6 megabits per second and three different tvs streaming at 12 Mbs each
all three HDTVs will experience glitches, annoying visual artifacts, or buffering
Where in the outside plant return path is one of the largest funnel points of RF return signals in the network?
at the node
Which of the following describes the primary source of attenuation in the return path?
attenuation in the return path is primarily due to the passive devices
If a customer already has television service and is adding high speed data service, what should be checked on the digital television channels?
intermittent operation, which is a symptom of noise interference in the downstream
which of the following describes long loop automatic gain control?
long loop AGC adjusts the transmit levels of the customer premise equipment
what are some possible causes of signal reflections?
loose or bad connections in the drop system and un-terminated tap ports, especially on low value taps
which of the following describes the typical sub band return frequency design for a cable modem?
most cable modems are designed to operate above 28 and below 38 mhz
what does a home network printer have that enables it to operate through a network connection?
network interface card
what is the trend that desktop computers are moving toward in many homes?
desktop computers are moving toward being used as a home network server
It is essential to pay attention to warning signs of stress overload. Poor attitude is one of the behaviors that may indicate that you are overstressed. What are the symptoms of poor attitude behavior?
A significant change in attitude with a noticeable movement toward negative, hostile, cynical, or paranoid thoughts
What criteria does the Data Over Cable Service Interface Specification (DOCSIS) certification process ensure?
Compliance with the DOCSIS standard and interoperability between suppliers.
Which Data Over Cable Service Interface Specification (DOCSIS) version was the first to provide an option for raising the top frequency of the upstream spectrum to 85 MHz in order to create enough bandwidth for upstream carriers from modems running on previous DOCSIS versions?
DOCSIS 3.0.
What kind of reasoning is described as applying a general statement that you know to be true to a new situation?
Deductive.
Which of the following describes why the HFC return path design is especially sensitive to ingress and noise?
Ingress and noise from multiple drops along a service area funnels into a common point, affecting all signals from that service area
Installing a cable modem and router in a closet or utility room is simplified by having what items in the room?
easy access so that coaxial cable can be routed to the modem, an electrical outlet to power the cable modem and router, and twisted-pair network cable that is tagged and has connectors installed using standard wiring configurations
The zero span and max hold features of a spectrum analyzer allow accurate measurement of which of the following impairments?
fast transient signals such as impulse noise
Some cable operators charge an additional fee when the amount of downloaded data during a billing cycle exceeds a prescribed limit. How might a customer unknowingly approach these limits?
by streaming and downloading high-content data, such as movies and TV shows in high-definition throughout the billing period.
which of the following procedures will reduce impulse noise?
impulse noise can be reduced by tightening all connections and installing 75 ohm terminators on all unused tap ports
what is a common solution to signal reflections where tap values are less than 17 db?
installing terminators on all unused tap ports
which of the following mitigation devices provide filtering on sub split return frequencies as described?
window filters act on specific frequencies from 5-42 Mhz
