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CABLE - PROVISIONING Template

Definition:
This CABLE - PROVISIONING Template (available in the Attachments below) should be used when a customer’s modem has appropriate RF signal levels but isn’t coming online (Online light flashes on the modem or the customer’s computer is receiving a 10.x.x.x IP).

This may be caused by a pending modem swap or installation/move order.

Should there be such an order active in Banff, please wait until it has been completed to escalate a ticket for carrier investigation.


== CABLE PROVISIONING ==
-Install Completed by Carrier Technician:
-Active in Reseller Portal:
-Customer is isolated PC to Modem:
-2 minute Power cycle:
-Does customer receive an on hold page when attempting to browse:
-Attempted Modem factory reset:

== Release/Renew ==
ipconfig /release:
ipconfig /renew:

-What are the customer's modem levels for all channels:(This is only required for customers who reside in Ontario. Important: Please ensure you provide the details as they are displayed in the modem, for DOCSIS3, please provide all channels.)

-What are the customer's modem Event logs:

== ipconfig /all ==
-IP Address:
-Default Gateway:
-DNS:
-NIC Mac Address:
-Operating System:
-Ping 127.0.0.1(Provide Results):

== MOTOROLA SURFBOARD ==
Power(State and Color):
Receive(State and Color):
Send(State and Color):
Online(State and Color):
PC/Act(State and Color):
Standby(State and Color):

== DCM 425 ==
Message(State and Color):
Cable Activity(State and Color):
Cable Link(State and Color):
PC Link(State and Color):
Internet(State and Color):

== DCM475/DCM476/MT130U/TC4300/HITRON ==
Power(State and Color):
DS(State and Color):
US(State and Color):
Online(State and Color):
Link(State and Color):

== VERIFY MODEM INFORMATION ==
MAKE & MODEL:
MAC:
SERIAL:

== CONTACT INFORMATION ==
Contact Number:
Customer availability (2 days after today's date & requires 3):
1st Availability:
2nd Availability:
3rd Availability:

***Confirm understanding that the customer will receive a call prior to the appointment to confirm their availability. If the call is not answered, the appointment will be canceled:

== NOTES == (Please include detailed notes of what troubleshooting was done to help restore the customer's service)


Properties ID: 000578   Views: 688   Updated: 2 years ago
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