Basic Broadband Troubleshooting
Course Overview
This course takes the knowledge gained in the NCTI course Delivering Cable Services and applies it to troubleshooting video, data, and voice services. The student will learn the cognitive elements of troubleshooting and how to bring a logic-based approach to the troubleshooting process that includes the following steps: identifying the problem, analyzing the symptoms, isolating the problem area, diagnosing the cause, resolving the problem and verifying the resolution. Additionally, the student will gain a thorough understanding of the hardware that comprises a drop system; such as coaxial cable, fiber-optic cable, and twisted-pair cable; and what can go wrong with this hardware.
- Price: $740.00
- Seat time: 14h
- Course number: eb0842_06_JN
- Dynamic language translation available
- Category: Customer Service
The estimated completion time for this course is 14 hours. The maximum allotted time is four months from enrollment.
Course Objectives
outline activities to unlock creative thinking and problem solving
distinguish between using intuition, deductive, and inductive reasoning for problem solving
describe pitfalls with voice tone that prohibit clear communications
identify ways to overcome obstacles associated with effective listening practices
explain possible problems and impairments that affect coaxial cable and its connectors
analyze the two types of fiber-optic cable used in cable systems
examine the causes and results of fiber-optic equipment failures
compare the types of drop amplifiers used to increase signals in the home
describe the differences between a loop-through system and a home-run system
explain over-the-air/impulse noise ingress and its effects on digital TV signals
identify the possible sources and causes of ingress and egress
examine the use of punch-down blocks and cross connect cables for telephone and Internet connection
distinguish between using intuition, deductive, and inductive reasoning for problem solving
describe pitfalls with voice tone that prohibit clear communications
identify ways to overcome obstacles associated with effective listening practices
explain possible problems and impairments that affect coaxial cable and its connectors
analyze the two types of fiber-optic cable used in cable systems
examine the causes and results of fiber-optic equipment failures
compare the types of drop amplifiers used to increase signals in the home
describe the differences between a loop-through system and a home-run system
explain over-the-air/impulse noise ingress and its effects on digital TV signals
identify the possible sources and causes of ingress and egress
examine the use of punch-down blocks and cross connect cables for telephone and Internet connection
Course Benefits
effectively resolve technical problems with data, voice and video for the customer
reduce the need for expensive truck rolls by providing a convenient and immediate solution for the customer
apply more efficient approaches and effective techniques for phone troubleshooting
earn three hours of college credit
receive credit toward NCTI Customer Care Master Representative certification
receive credit toward NCTI Master Dispatcher certification
receive an industry-recognized NCTI certificate of graduation
reduce the need for expensive truck rolls by providing a convenient and immediate solution for the customer
apply more efficient approaches and effective techniques for phone troubleshooting
earn three hours of college credit
receive credit toward NCTI Customer Care Master Representative certification
receive credit toward NCTI Master Dispatcher certification
receive an industry-recognized NCTI certificate of graduation
Share this page: