Delivery: Online
College Credit: 2 credit hours
Estimated Length: 16 seat hours
Price: $650
High-Speed Data Customer Service provides an invaluable and unparalleled base of knowledge of high-speed data services, equipment, operations and troubleshooting, including extensive information regarding DOCSIS cable modems through version 3.1 and the return path’s effect on high-speed data service. Personnel completing this course will be uniquely qualified to provide immediate and effective customer support for high-speed data service. High-Speed Data Customer Service provides an invaluable and unparalleled base of knowledge of high-speed data services, equipment, operations and troubleshooting. Of particular value is the extensive information regarding DOCSIS 3.0 cable modems and the return path’s effect on high-speed data service. The course also provides an understanding of the Internet, network and wireless communications and other broadband access technologies. Personnel completing this course will be uniquely qualified to provide immediate and effective customer support for high-speed data service.
Completion Time:
The estimated completion time for this course is 16 hours, the maximum allotted time is four months from enrollment.
Benefits:
- earn two hours of college credit
- receive credit towards NCTI Customer Care Master Representative certification
- receive credit towards NCTI Master Dispatcher certification
- receive an industry-recognized NCTI certificate of graduation
Upon completing this course, students will be able to:
- describe how cable modem data is transported in the cable network
- list the phases of interaction between the cable modem and the cable modem termination system during modem initialization
- describe the steps required to certify the reliability of a customer’s cable drop system
- describe what should be checked when verifying operation of the cable modem and its computer connection
- describe the funneling effect and the access technology used for return path transmissions
- describe why regular maintenance is important for return path reliability
- describe how long-loop automatic gain control adjusts the upstream carrier level of cable modems
- describe the cause of typical return signal impairments
- describe the information that is gathered before troubleshooting a high-speed data problem
- explain how the cable modem status lights are used to diagnose modem-related problems
- explain the finer points of how the brain works during troubleshooting
Outline:
Introduction to DOCSIS
Introducing cable modems, examining the different versions of Data Over Cable Service Interface Specification (DOCSIS) and considering DOCSIS in the network
DOCSIS Modem Operations
Obtaining DOCSIS single carrier radio frequency (RF) operating parameters, obtaining DOCSIS 3.1 RF operating parameters, establishing an identity in the DOCSIS network and maintaining DOCSIS modem security
Installing a DOCSIS Cable Modem
Preparing to install a cable modem, activating cable modem service and educating the customer
Return Path Operations Overview
Understanding signal flow in the return path, identifying common technical issues and maintaining the return path
Introducing Return Path Fundamentals
Describing the return path, examining how the return path works and examining the return path in the drop system
Installing the Home Media Network
Recognizing the home media network, identifying the elements of the home media network and looking at home networking technologies
Thinking Skills for Troubleshooting
Preparing your mental processes and thinking about thinking
Troubleshooting High-Speed Data Service
Delivering high-speed data service, detailing the evolution of DOCSIS and resolving problems in the customer premises