1. A customer says they have no Internet access but diagnostics show the modem as online.

A. Use Command Prompt to check their IP address
B. Verify their NIC card by having them ping 127.0.0.1
C. Test connection by having them ping Google.com in Command Prompt
D. Have them visually verify by modem status lights
E. All of the above


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2. A customer says that they can send email normally, except to one friend. That email comes back as returned.

A. Confirm and send the technician
B. Recommend cancellation as a non-Cable issue
C. Confirm and refer to the HSI Helpline
D. Reset their email password
E. Send a reset to their modem


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3. A customer reports one computer can get online, and two cannot, through a customer-owned router.

A. Recommend cancellation as a customer issue
B. Send a reset to their modem
C. Have them powercycle their modem
D. Check connections to the router
E. Look up technical specs on the router


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4. A customer's modem shows as gray in diagnostics.

A. Have them powercycle their modem
B. Recommend cancellation as a customer issue
C. Confirm and send the technician
D. Send a reset to their modem
E. Look up technical specs on the modem


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5. The customer needs help setting up their own router and has a TC scheduled.

A. Look up technical specs on the router
B. Check connections to the router
C. Send a reset to their modem
D. Verify their NIC card by having them ping 127.0.0.1
E. Recommend cancellation and refer them to the manufacturer


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6. A customer reports one computer can get online, and two cannot, through a company router.

A. Look up technical specs on the router
B. Check connections to the router
C. Have them powercycle the entire system in proper order
D. Verify their NIC card by having them ping 127.0.0.1
E. All of the above


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7. A customer reports that at a distance of 100 feet from the router, the signal often drops.

A. Recommend cancellation and suggest relocating the router
B. Check connections between the router and modem
C. Recommend cancellation and refer them to the manufacturer
D. Recommend daisy-chaining routers
E. Look up technical specs on the router


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8. A customer reports that their Internet access is slow. What do you do first?

A. Ask them to perform a speed test
B. Check their provisioned speed via the bootfile
C. Have them powercycle the entire system in proper order
D. Check connections to the modem
E. Recommend cancellation as speed changes attributable to variance


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9. Diagnostics report that a modem is wallgardened. What does this mean?

A. A protected mode of operation against voltage drops
B. No relevance to Internet access
C. No Internet access as no bootfile is present
D. An enhanced mode for faster access speeds
E. A high-security mode


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10. How do you change a wallgarden?

A. Reset the modem
B. Roll the modem
C. It can't be changed
D. Provision the modem
E. Powercycle the modem


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You scored out of a possible 10.