Delivery: Online | College Credit: 2 Credit Hours | Est. Length: 16 Seat Hours | Price: $650.00
Course Overview
The NCTI High-Speed Data Customer Service course is the definitive technical training for support staff handling internet inquiries. As High-Speed Data (HSD) becomes the dominant service for cable operators, Customer Service Representatives (CSRs) and Dispatchers need more than a script—they need to understand the network.
This course moves beyond basic “modem resets” to explore the underlying technology of broadband. Students will learn the mechanics of DOCSIS 3.0 and 3.1, understanding exactly what happens when a modem initializes. Crucially, the curriculum covers Return Path Operations—often the source of slow speeds and intermittent connectivity—and provides a framework for “Thinking Skills” to improve diagnostic logic and solve problems faster.
Who Should Attend:
- Technical Support Representatives
- Tier 2 Support Agents
- Dispatchers
- HSD Installers
What You Will Learn
Upon completion, students will be able to interpret modem status lights, diagnose return path impairments, and support complex home media networks.
Core Competencies:
- DOCSIS Operations: Describe the interaction between the Cable Modem and the CMTS during initialization, including IP addressing and security establishment.
- Return Path Physics: Explain the “funneling effect,” typical signal impairments, and how Long-Loop Automatic Gain Control (AGC) adjusts upstream carrier levels.
- Troubleshooting Logic: Apply critical thinking skills to the troubleshooting process, distinguishing between network outages, equipment failures, and customer error.
- Diagnostics: Use cable modem Status Lights (LEDs) to identify specific failure points (e.g., ranging, registration, or connectivity).
- Home Networking: Identify elements of the Home Media Network, including Wi-Fi configurations and connected devices.
- Installation Checks: Describe the steps required to certify the reliability of a customer’s drop system for gigabit speeds.
Certification and Benefits
Earn College Credit & Career Advancement
This course offers significant professional value, providing 2 hours of college credit upon successful completion.
Additional Benefits:
- Certification Pathways: Credits apply toward NCTI Customer Care Master Representative and Master Dispatcher certifications.
- Industry Recognition: Receive the NCTI Certificate of Graduation.
- Reduced Escalations: Empower frontline staff to solve complex HSD issues without escalating to engineering or field ops.
Course Outline
Module 1: DOCSIS Fundamentals
- Introduction to DOCSIS versions (1.0 through 3.1).
- Modem Operations: RF operating parameters, identity establishment, and security.
Module 2: Installation and Activation
- Preparing for installation and activating service.
- Educating the customer on HSD usage.
Module 3: Return Path Operations
- Signal Flow: Understanding the upstream path.
- Impairments: Identifying noise, common technical issues, and maintenance needs.
- The Drop System: Examining how the return path functions at the customer premises.
Module 4: Home Networking and Troubleshooting
- Home Media Network: Technologies and elements.
- Thinking Skills: Preparing mental processes for logical diagnostics.
- Resolution: Solving HSD problems in the customer premises.