Cisco GainMaker Optoelectronic Node 1GHz with 65 86 MHz Split Fehlerbehebungsanleitung

4 

 

4038565 Rev A 

 

When you receive the trouble ticket, review the problem description provided by the 
customer. Note whether the problem is described as: 

 

Related to TV reception, Internet performance, or both 

 

If a service outage, whether partial or complete, and the area affected 

 

If interference, whether it is continuous or intermittent 

 

Unique to this customer, or part of a more general problem 

These characteristics of the problem often help to pinpoint the cause and a likely 
solution. 

After reviewing the customer description, go to the customer residence and confirm 
the problem. 

If the problem isn't obvious and you can't duplicate it, you may have no choice but 
to close out the ticket and ask the customer to call again if the problem reappears. In 
this case, it is important to gather as much information from the customer as possible 
on the circumstances surrounding the problem - time, temperature, and other 
environmental conditions - for reference in the event of a later occurrence. 

If you can confirm the problem, collect data plots for the downstream data path if 
related to TV service, or the upstream and downstream data paths if related to 
Internet service. 

Data collection can help you identify possible suspect devices. If there is little or no 
data in one direction or another: 

 

Document the failure data. 

 

Identify all of the affected ports that feed other devices. 

 

Complete the complaint input form.