Delivery: Online | College Credit: 3 Credit Hours | Est. Length: 14 Seat Hours | Price: $705.00
Course Overview
The NCTI Basic Broadband Troubleshooting course moves beyond basic installation to the cognitive art of problem-solving. Building on the Delivering Cable Services curriculum, this course equips technicians and support staff with a logic-based framework to diagnose issues accurately and efficiently.
Students will master the Six-Step Troubleshooting Process: 1) Identify, 2) Analyze, 3) Isolate, 4) Diagnose, 5) Resolve, and 6) Verify. By combining this cognitive approach with deep technical training on coaxial, fiber-optic, and twisted-pair hardware, graduates learn to solve problems at the root cause rather than treating symptoms.
Who Should Attend:
- Customer Care Representatives
- Dispatchers
- Field Technicians wanting to improve “First Time Right” metrics
What You Will Learn
Upon completion, students will be able to apply both creative thinking and deductive reasoning to technical problems, effectively reducing expensive truck rolls.
Core Competencies:
- The Cognitive Approach: Distinguish between intuition, deductive, and inductive reasoning to unlock creative problem solving.
- Communication Mastery: Overcome obstacles in listening and voice tone to extract critical information from frustrated customers.
- Physical Layer Logic: Analyze impairments in coaxial cables, connectors, and fiber-optic equipment failures.
- Signal Integrity: Identify the sources of ingress, egress, and impulse noise that degrade digital TV and data signals.
- Hardware & Wiring: Troubleshoot drop amplifiers, splitters, punch-down blocks, and distinguish between loop-through vs. home-run systems.
Certification and Benefits
Earn College Credit & Career Advancement
This course offers significant academic and professional value, including 3 hours of college credit.
Additional Benefits:
- Reduce Truck Rolls: Learn to resolve issues remotely or direct field techs accurately, saving operational costs.
- Certification Paths: Credits apply toward NCTI Customer Care Master Representative and Master Dispatcher certifications.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
Course Outline
Module 1: Thinking & Communication Skills
- The process of troubleshooting with the customer.
- Unlocking creative thinking and utilizing soft skills.
- The importance of spoken vs. unspoken communication.
Module 2: Troubleshooting Coaxial & Fiber
- Coax: Testing equipment, connector installation, and drop elements.
- Fiber-Optic: Characteristics of fiber, component repair, and failure analysis.
Module 3: Signal Distribution Hardware
- Drop System: Troubleshooting splitters, directional couplers, and drop amplifiers.
- Wiring Architectures: Home-run systems vs. loop-through configurations.
Module 4: Signal Integrity (Ingress & Egress)
- Isolating and diagnosing ingress/egress.
- Understanding UHF signal leakage and impulse noise effects on Digital TV.
Module 5: Wiring, Powering, and Bonding
- Troubleshooting inside wiring plugs, jacks, and cross-connect cables.
- Powering elements and proper bonding techniques.