CTNH V.2 Flashcards
1
Q
Benefits of the HFC network?
A
increased network reliability
Increased availability
Enhanced signal quality
More opportunities to bring new products to customers
2 way transmission of all services allows new opportunities.
2
Q
4 components of HFC network?
A
- Headend
- Transportation system
- Distribution system
- Drop system
3
Q
The headend is the _____ of the network?
A
Brain
4
Q
Components of the headend?
A
- modulators
- demodulators
- satellite receivers
- antennas
- processors
5
Q
Functions of the headend?
A
- Receiving and processing signals for all services
- receiving signals from satellites, microwaves, and off air antennas
- processing and transmitting signals through a variety of components
- modifying signals to conform to frequencies usable by Comcast and their services
6
Q
Transportation system functions?
A
Transports signal between headend and community (fiber node)
7
Q
What are the main fiber network components and a brief description of their function?
A
FIBER OPTIC LINK-guides and projects modulated light to fiber node
PASSIVE DEVICES(splitters)- links fiber and coax transport systems. Also route or split signals.
OPTICAL AMPLIFIER- increase level of cable signal.
8
Q
Benefits of the Fiber Optic network?
A
- low signal loss
- increased bandwidth
- increased security
- flexibility and durability
- two way communication (US and DS)
- easy to install
9
Q
What does the distribution system do?
A
Carries signal from the fiber network to the customers terminals
10
Q
What are the 4 main components of the distribution system?
A
- amplifiers
- hardline
- power supplies
- taps
11
Q
What are the 7 comcast touchstones?
A
Respect Ethics Quality Responsibility Diversity Employee focus Enthusiasm
12
Q
What is the main function of the drop system?
A
The drop system starts at the tap and ends at the customers equipment in the home?
13
Q
What are the main components of the drop system? (6)
A
- drop cable
- f-connector
- bonding block
- splitters
- amplifies
- CPE
14
Q
Function of…….
Drop cable?
A
Connects feeder portion of distribution system at tap to the customers home.
15
Q
Function of…….
F - connector?
A
Attaches to end of a cable segment.
Attaches coax to another medium or interface. Such as boxes, bonding block ect…
16
Q
Function of…….
Bonding Block?
A
Provides means to ground shield of cable to houses common electrode system.
17
Q
Function of…….
Splitters and House amp?
A
Splitter—divides signal between the number of outputs of the splitter. Allows you to connect multiple devices.
House amp—offsets losses of long drops and splits within the home
18
Q
Types of signal security devices…..
A
Set top boxes/ DTA (QAM encryption)
Traps– being phased out in many systems
Security sleeves/ shields– attached to the drop at the tap to prevent further use of cable or vandalism.
19
Q
90% of all service issues occur where? What is the most common cause?
A
Between the tap and the home.
The most common cause is improperly installed F- connectors.
20
Q
What is…..
Ingress?
Egress?
A
Ingress is outside interference entering the cable
Egress is signal leaking out and causing interference
21
Q
Federal Communication Commission (FCC)
A
Creates policies regarding communications we have with our customers, cable rates, the channels a cable system carries and cable system testing.
22
Q
National Electric Code
NEC
A
Consists of safety regulations and procedures issued by the National Fire Protection Association for the installation of electrical wiring and equipment.
23
Q
National Electrical Safety Code
NESC
A
Consists of safety regulations and procedures issued by ANSI for the practical safeguarding of personas during installation, operation and maintenance of electrical supply and communication lines as well as associated equipment.
24
Q
Department of Transportation
DOT
A
It’s mission is “ensuring that our various modes of transportation operate safely on an individual basis and together as an interlinked transportation system.
25
Society of Telecommunications Engineers
SCTE
Provides technical leadership for the telecommunications industry. Serves members through excellence in professional development, standards, certification and information.
26
Institute of Electrical and Electronics Engineers
IEEE
Non profit association dedicated to advancing technological innovation related to electricity.
27
Occupational Safety and Health Administration
OSHA
OSHA enforces the requirement of the Occupational Safety and Health act of 1970. The cable industry has to abide by all OSHA standards.
The standard that specifically addresses the cable industry is--- standard 1910.268.
However we are not exempt from the other standards.
28
Value is....
The satisfaction of needs.
29
How can a customer obtain a self install kit?
- Comcast.com
- 1-888- Comcast
- pickup at a Comcast payment center
- pickup at one of our retail partners
30
The Telecommunications act of 1996 opened opportunities across the U.S. for more......
Competition in the cable tv market.
31
What is a cable overbuilder?
A company who builds another competitive cable system in a market with an existing one.
32
Benefits of good customer service for...
| The customer
- feel valued
- feel listened to and understood
- validation of their decision
33
Benefits of good customer service for...
| The cable tech
- job satisfaction and security
- reputation
- career advancement
34
Benefits of good customer service for...
| For Comcast
- happy customers
- loyalty
- long term profits
- additional sales opportunities
- consistent approach
35
5 ways to be a customer service star
- a desire to serve
- relate to the customer
- think and act responsibly
- maintain a positive attitude
36
Active listening skills to practice
PARAPHRASE
restate the customers words in order to focus on the main points.
CLARIFY
Aquire additional info
SUMMARIZE
pull together the major facts and ideas
37
Tips for asking questions
Use open and closed ended questions (start w open move to close)
Give customer a chance to answer
Avoid asking too many questions
38
What are the 3 V's of communication
Verbal-7%
Vocal-38%
Visual-55%
39
Three steps in customer Ed.
1 explain
2 demonstrate
3 practice
40
Types of adult learning
Auditory, verbal, tactile or kinesthetic
41
Three ways to reduce stress
- take 3 deep breaths
- count to ten
- take a short break
42
Workplace behaviors to avoid....
| Verbal
```
Arguing
Swearing
Yelling
Mocking
Talking back
Blaming others
Not answering phone
```
43
Workplace behaviors to avoid....
| Non Verbal
Throwing things
Rolling eyes
Smirking
Storming off
44
Workplace behaviors to avoid....
| Written
Not replying to messages
Complaining
All UPPER case letters
Using exclamation points
45
When to escalate as a tech...
1) customer requesting work you aren't trained to do
2) complaints you are not able to resolve
3) customer asking questions a more advanced tech needs to resolve
46
How to escalate a call...
RECOGNIZE when your in over your head
Contact DISPATCH or your SUPERVISOR based on local policy
47
Safety hard hats are addressed in ANSI______ and help prevent head injuries by absorbing _____ of a head impact
Z.89.1
75%
48
List the 4 types of work gloves
Work
Climbing
Acid- resistant
Electrical
49
Safety goggles....
Function and ANSI #
Keep crap out of eyes
Z 87 (will be on all work appropriate glasses)
50
Rules of 3....
Xfinity TV
- provide welcome kit
- demonstrate navigation of on screen guide
- explain xfinity on demand and xfinitytv.com
51
Rules of 3...
| Internet
- provide welcome kit and assist in the creation of an email address and password
- establish home page after communicating value
- describe other benefits like nortons
52
Rules of 3....
| Voice
- confirm phone number
- demonstrate voicemail and give welcome kit
- introduce customer to smart zone
53
Critical steps in the selling process
- build rapport
- ask questions
- listen
- position product
- communicate the benefits
- ask for the sale
54
Selling process....
| Feature
Fact about the product
55
Selling process....
| Benefit
How it enhances the customers life
56
Selling process....
| Value
Something the customer believes to be important
57
Materials to leave at the home
Welcome kit
Signed copy of the work order
Equipment manuals
58
Wrapping up a customer appointment
Run a HIC check/ home cert.
Verify install and services meet the customers expectations
Answer any questions the customer may have
Anticipate future questions
59
What a customer expects (A.C.T.I.O.N)
```
A- accuracy
C- ourtesy
T- timeliness
I- info
O- options
N- neatness
```
60
Greet customer by
Saying hi and using names
Showing your ID
61
When attaching devices to taps or splitters the f connector must be tightened to...
30-35 inch pounds
62
What is the purpose of the outer cable jacket?
Provides protection
Prevents dirt and moisture for entering the cable
63
What is the purpose of the coax shielding and does it consist of?
It consists of foil and braid
Prevents ingress and egress
Channels stray AC current to the ground
64
What is dielectric most commonly made of and what is its purpose?
Polyethylene foam insulating material
Thickness and density determine degree of impedence and insulation
65
What is the center conductor made of for....
Drop cable?
Hardline?
Copper clad steel (drop)
Copper clad aluminum (hard)
66
What is the purpose of the center conductor?
Carries video, voice and data signals between network devices
67
What affects loss when referring to a center conductor?
The size of the center conductor
68
NEC 820-50 requires
Specific types of coax be used in certain environments
69
Cable Types...
| CATV
General use
70
Cable Types...
| CATV-X
Limited interior use. REPLACE.
71
Cable Types...
| CATV-R
Riser Cable
Second highest rated cable
72
Cable Types...
| CATV-P
Plenum cable used in ducts.
Highest rated cable
73
Cable Types...
| RG 59
Older cable. Replace if feasible
74
Cable Types...
| RG 6
Used in most newer single home installs
75
Cable Types...
| RG 7
Used in single family homes with long drops
76
Cable Types...
| QR320
Used in multiple dwelling installs and long drops
77
Cable Types...
| RG11
Used for long drops and MDU
78
Aerial messenger wire is made of?
Galvanized steel coated in the same material as the cable jacket its attached to
79
Cable Types...
| Underground cable
Has a flooding compound between the shield and jacket
Jacket is made of polyethylene
80
A smaller center conductor has a ___ attenuation
Higher
81
Dielectric material with a ____ % of injected air has a higher attenuation
Lower
82
Higher temperature and frequency each make cable attenuation ______.
Increase
83
Impedence is?
A measure of one of the electrical characteristics of cable. It restricts signal or current flow and applies to all cable.
84
How is impedance measured?
Measured in ohms using a VOM
85
How many ohms is the cable used in CATV
75 ohms
86
Impedance mismatch can occur if...
The cable is damaged or an improper device is connected. Or an F- connector is improperly installed.
87
Impedance mismatch can cause?
Ghosting with analog, and many significant issues with digital.
88
Bending Radius....
| RG6
2.5"
| 5in diameter
89
Bending Radius....
| Series 7
4"
| 8in diameter
90
Bending Radius....
| Series 11
4.5"
| 9 in diameter
91
A breakaway or hardline clip can...
Prevent a snag from damaging the cable or pulling you off the ladder.
92
Waterproof Thread protection must be...
Installed on all outdoor F- connectors
93
The longer water protective sleeve must be used on all ____ ports and longer and the shorter water proof sleeve must be used on all ____ and shorted
.500 SCTE ports
94
Disconnects are...
The termination of service and if necessary the retrieval of Comcast equipment.
95
If a customer says they are moving. You should...
Leave a channel lineup for new tenants.
96
If the customer is choosing another cable company...
Politely ask why. Point out the benefits of Comcast and offer specials.
97
You should periodically check Comcast.com to...
To learn the features and benefits xfinity offers that the competition does not.
98
All customers should be aware of______ ______ to assist in answering any future questions.
Comcast central
99
If the customer says they're switching services because of poor picture quality you should....
Offer to fix it on the spot.
100
If the customer is leaving and they indicate no interest in listening to you or fixing the problem...
Tell them to call anytime. Ask for a chance in the future to continue your work
101
Most common problems with F- connectors
- cross threaded
- loose
- exposed braid
- moisture
- black center conductor
102
What types of connectors MUST be replaced?
- hex crimp
- screw on
- push on
- non waterproof fittings that are outside
- black center conductor
- moisture damaged f connectors
103
All underground and arial drops must have a minimum ____ splices?
ZERO
104
Analog signal levels at the CPE should be?
0 dbmv -15 dbmv
Per BRIS
105
Digital signal levels at the CPE should be?
-8 dbmv to 10 dbmv
per BRIS
106
Name 3 items on the reconnect checklist
- Proper drop cable clearances and sag are met.
- the correct address and level of service tags must be placed at the tap and recorded as required.
- exterior F connectors must be waterproofed
- installation and bonding comply with comcasts and NECs policys
- Drop is up to spec.
- no signal leakage
107
What are 5 steps to installing an aerial drop
1) plan the drop route
2) work at the pole
3) work at the house
4) bond to the ground
5) verify the signal
108
What are the 5 pole tests?
1) Foreign voltage test using your FVD
- push
- prod
- pound
- visual check
109
When planning a route for your drop you must?
- verify the customers requirements and preferences
- locate the best tap and select an appropriate contact point to the house
- identify any obstacles that could interfere with the install or the service
- identify and follow if possible the paths of other services to the house
- avoid cable trespass
110
Cable trespass is?
your customers drop crossing neighboring property lines
111
The span clamp...
provides an attachment point on the strand for the customers drop.
112
The J- hook...
provides an attachment point for the customers drop on the utility pole. Ideal when no strand is available or you need more height.
113
The P-hook....
Provides an attachment point on the customers home.
ALWAYS insure that this connection is close to your grounding/ entry location and that you are installing this into wood. Ideally the fascia board.
114
The drop hangar...
used to tie off the drop wire.
115
What are the key steps for connecting a span clamp
- position the span clamp
- attach the clamp firmly to the strand
- make sure the drop follows the strand and does not cross the pole face
- ensure the correct spacing
- follow system requirements
116
What does BRIS specify about span clamps?
Span clamps must never be placed over the lashing wire because it will compress and damage the cable and impair the lashing wire and possibly result in its breakage.
117
What are the guidelines for the installation of house boxes?
- All new installs must have a house box installed on the side of the house that will contain at a minimum the ground block plus any service specific traps or filters
(6. 2.1)
- New service distribution enclosures must be attached to a wall securely outside the house 4 to 5 feet off the ground and a minimum of 1 ft away from the utility meter or breaker box.
118
What is the wiring configuration of choice?
a permanent un-interrupted HOME-RUN cable connection established between the single, primary service distribution point in the home and every wired outlet inside the home.
119
Every attempt shall be made to configure each new install with how many outlets?
a minimum of 4. For proper support later such as further boxes or a SIK
120
Why must white/ beige cables never be used outside?
They are not UV/ ozone stable and will deteriorate over time outside.
121
What utilities might you encounter when installing an underground drop?
- gas------yellow
- electric-----red
- communications-----orange
- portable water----blue
- sewers------ green
- irragation-------purple
122
Advantages of fiber over cable?
bandwidth- greater transmission capacity
distance- less attenuation
ingress-more resistant
maintence-cheaper
123
What is an active device?
A device that uses power to operate.
124
active devices _________ noise?
increase
125
System Amplifiers....
- Amplify an attenuated signal
- Increase all signals equally to ensure unity gain
- Returns signal to trunk cable
- AKA bridger or main station
126
Line extenders.....
feeder amplifiers you will be in closest proximity to, as they feed the spans between taps in the distribution system.
127
Passive Devices....
- Does not require power (splitters)
- Have no gain
- Creates attenuation
128
Hard line splitters....
used in trunk and feeder lines to split the cable in 2-4 equal parts. These splitters also pass AC power to active devices.
129
Hardline Directional Couplers
used in trunk and feeder lines but split signal into unequal parts.
130
Taps...
Connect the drop system to the feeder system
131
Non-Terminating taps...
- Contain DC's
| - Non terminating taps DO NOT pass AC onto drop cables
132
Drop Splitters (resi splitters)
Allow the drop to provide service to more than one decice in a home. Splitters should never be used at tap.
133
A balanced RF spliting network makes no use of..
directional couplers, or splitters with uneven splitting losses per output port.
134
What is the preferred way to balance signal in the home?
a passive unamplified and balanced RF splitting distribution network shall always be the installation method of choice.
135
Too low a signal level may cause the picture too...
- pixelate
- block or freeze
in analog low signal levels cause snow
136
Power inserters feed ___ onto the hardline coax
AC
137
AC power supplies convert the power company line voltage and introduces?
60-90 volts AC to the coax
138
What advanced services does the return path allow us to offer?
- internet access
- VOD
- impulse PPV
- interactive games
- interactive TV
- Digital phone service
139
What largely contributes to ingress?
Loose fittings and poorly shielded cables and equipment
140
the funnel effect is?
Low frequency ingress from homes combining on the return path. Is capable of compromising an entire node
141
What is Noise?
Random, fluctuating signals on the network not part of the channels audio/video or data carriers.
142
Noise is _______
inevitable
143
List some devices that contribute to noise
```
satallite recievers
modulators
amplifiers
power supplies
coax cable
and CPE
```
144
What is a Decibel (dB)?
A ratio between two signal power levels
145
What is a Decivel Millivolt (dBmV)?
absolute signal power
146
The decibel milivolt refers to an FCC mandated baseline of?
1 millivolt accross a 75 ohm load. For that reason remember 0 dBmV does not mean no signal is present.
147
What are the factors that affect attenuation?
```
Dielectric
Length
Diameter of center conductor
frequency
temperature
```
148
What is a channel plan?
A set list of frequencies at which channels transmit- channels can be analog or digital.
149
What are some characteristics of analog signal?
- analog signal is a continuous wave form.
- the degradation in transmission affects the amount of fine detail in the picture
- the height (amplitude) represents various aspects of the broadcast such as color and brightness
150
What are some characteristics of digital signal?
- digital signal has two values 0 and 1.
| - degraded signal can be rebuilt to produce an exact copy of the original broadcast.
151
How much bandwidth has the FCC allocated for each digital channel? How can the bandwidth be used?
19.39mbps
for a single high def channel or multiple sub channels.
152
What compression technology has made it possible to fit so many things in a single bandwidth channel.
MPEG-2
153
What is digital compression?
reducing the quantity of data while maintaining as much of the quality as possible.
154
Digital compression splits video frames into what types of frames?
I,P,B pictures/frames
155
I-Pictures/frame
intra-coded
| the key picture; stays the same from frame to frame
156
P-Pictures/frame
predictive
| displays only the changes from frame to frame
157
B-pictures/frame
bi-directonal
| use both past and subsequent frames to calculate thier compressed data.
158
What is QAM?
the signal format by which digital cable channels are encoded and transmitted via cable
159
How does QAM work?
QAM works by modulating the amplitude of two incoming carrier waves to one RF carrier wave.
160
QAM _____ the effective bandwidth?
doubles
161
What is MER?
is the ratio, in decibels, or average symbol power to average error power
162
What is the MER cliff?
32dB
163
MER should be ____ or higher
35dB
164
What is BER?
BER is the ratio of errored bits compared to the total number of bits received in one second of time.
165
The ideal BER of a 256 QAM channel is?
1.0E-9 or one billion bits
166
Theoretically a perfect BER is?
0.0E-00
167
What is FEC?
a system of error control for data transmission, where the transmitting device adds additional data to a signal in order to detect errors.
168
what is the formula for BER?
BER=Number of bits in error / total number of bits
169
NEC Article 250?
General requirements
170
NEC article 800?
communications circuits
171
NEC article 820?
coax cable distribution systems
172
NEC article 830?
broadband drop powered networks
173
What is the purpose of bonding?
to limit the potentially lethal voltages that may be present on the cable from external sources such as electric power lines or lightening strikes.
174
Ground wire types and conditions
AWG-12 for series 6 cable
| AWG-10 for series 11 and QR-320
175
Can you ground using the ground clamp on a splitter?
per BRIS, splitter grounding is not approved and a bonding block should always be installed before any splitters
176
The length of the ground wire from the buildings grounding electrode to the bond block must not...
exceed 20ft and must be longer than the shortest outlet.
177
The bond block and service enclosure must be...
installed 4-5 ft above the ground and a minimum of 18 inches above the ground and not any closer than 12 inches to the power meter.
178
Position the bond block so there is a minimum of ____ to the cable entry point
12 inches
179
Where should cable outlets not be located?
- cross walks
- doorways interior/ exterior
- several feet of fire place
- where the cable can be seen from the street on the front of the house
180
What are the key points in a wood frame construction?
- a sill is built on top of the foundation wall and secured with an anchor
- a band is attached to the sill
- floor joists are installed and flooring is laid on the joists
181
What are the key elements to balloon construction?
- sill is attached to the top
- no bands are attached to the sill
- outside wall studs are nailed directly to sill
182
What are the main types of siding
- wood
- vinyl
- stucco or Adobe
- stone
- brick or block
- aluminum
183
What are the key points of attic safety?
```
Only step on floor joists
Face masks should always be worn
Hydrate properly in hot weather
Hard hat and safety glasses need to be worn
Avoid stepping on the ceiling
Watch for nails
```
184
What should one watch for when drilling an exterior wall?
Batts or blanket insulation are laid between the studs which can wrap around the drill bit posing the potential problem of busting the wall when trying to remove
185
Electrical runs in the home:
Electrical wires will run through a wall or header joist to a fuse box or breaker panel.
186
What are the advantages of a pre wired house?
Freedom to choose outlet locations
Aesthetics
Less likely for cable to be damaged
187
Pre wiring disadvantages?
Access to troubleshoot wires is limited
May have built with inferior materials
Harder to repair due to walk fishing
188
When drilling a single hole how big should the hole be?
1/2in
| Only use a larger hole for multiple cables
189
What is the maximum drilling hole size?
3/4in
| If larger than that is needed you drill another minimum diameter hole
190
If you have to drill a second hole to accommodate all your cables how far should it be away from the other drill hole?
1.5in away
191
What are the most popular cable attachments ?
Siding clips
Screw clips
Roka, nail type clips
Cable gun clips
192
What does BRIS state about cable outlet distance from the floor?
Must be a minimum of 14" from floor to bottom of outlet box
193
____ of separation is needed between the cable outlet and the other outlets
6"
194
What are the preferred locations to being wall fishing?
Attic
Crawl space
Upper floor
Basement
195
What are the steps for wall fishing a basement or crawl space?
Obtain permission
Survey the space
Drill hole through subfloor and run cable through hole
196
What are the steps for wall fishing from an upper floor?
Obtain permission
Choose a corner location
Consult w customer
ID power outlets drill in the adjacent wall cavity
Pull enough cable to reach from tv to grounding location
Secure excess cables
197
What are the steps when wall fishing an enclosed celing?
Get permission
Ensure there is acces to route and the joists run in the same direction as route
Run rods until they reach exit point
Bundle cables
198
Fixing leakage assists cable techs in which ways?
Reduce number of TCs
| Helps us find and fix problems faster
199
What are some effects of signal leakage?
Disrupts all services
Causes excessive number of customer complaints
Long hours of trouble shooting
200
What are the CLI requirements?
- quarterly monitoring
- annual test
- a CLI figure of merit of 64 or less
- no leak shall exceed 15 micro volts per meter at 30 meters at 0-54MHz and above 216mhz
- leak shall not exceed 20 micro volts per meter at 3 meters at 5-216 MHz
201
Most manufactures recommend f connectors be tightened to?
30-35 inch pounds
202
What is the antenna effect?
House acts like antenna by letting interfering signals into the drop system.
203
What is hum?
A form of low frequency electronic interference that can affect a customers service.
204
Hum is displayed on a 60hz cycle how?
One black horizontal progressing up the TV screen
205
Hum is displayed how on the 120hz cycle?
2 black horizontal bars progressing up the screen?
206
90% of the time hum originates where?
The customers premise
207
Hum can indicate what?
A sign of a very serious grounding/bonding issue that can cause a fire.
NEVER DISCONNECT THE GROUND WIRE WHEN TROUBLE SHOOTING
208
What are the steps of the trouble shooting process?
Identify
Isolate
Repair
Verify
209
The trouble shooting process key points.....
| Identify symptoms
Symptoms are any undesirable behaviors
| A problem or failure might exhibit one or more symptoms
210
The trouble shooting process key points.....
| Isolate
Isolate the root cause of the symptoms
211
The trouble shooting process key points.....
| Repair
If possible correct the problem, if not able to repair escalate it
212
The trouble shooting process key points.....
| Verify
Verify if the original problem is solved
| Verify no new problems have arisen
213
What are the main trouble shooting tools?
```
Polarity tester
VOM
signal leakage detector
Signal level meter
Test set
```
214
What is "shotgun" when referring to cable?
Replacing everything and hoping it fixes the problem.
Not effective
215
Always replace the drop is....
You're sure it's degrading signal in any way
216
Most common sources of Ingress?
```
Unauthorized connections
Bad f connectors
Damaged cable
Corrosion
Unterminated tap ports
Open cables attached to splitter ports
```
217
What are some key points about drop amplifiers?
- overcomes splitter loss associated with splitting the cable
- compensates cable over drop loss
- should pass signals between 5-1000MHz
218
What signals does S-video carry?
Luminance and chrominance
219
Component video signals?
Y-GREEN- luminance, sync and blanking pulses
PB-BLUE- color information
PR- RED- color information
220
What are the key features of a DVr?
Record
Rewind/ replay live tv
Watch one show record others
Record an entire series or a single show
221
What are the four types of remotes?
Universal, universal learning, dedicated, unified
222
Universal remotes?
Operates tv and ALL other aux devices
Designed to operate things of a different manufacturer
223
Universal learning?
Captures and stores infared signals from other remotes for future use.
224
unified remotes?
Operates the product it comes with plus at least one other product of the same brand
225
Dedicated remotes?
Operates only the equipment it comes with
226
What are the types of cable cards?
Single stream
| Multi stream
227
Features of a single stream cable card?
ONE WAY addressibility
Incompatible with true2way
No ipg, on demand or PPV
228
Features of a Multi stream cable card?
TWO WAY communication between card and headend
Compatible with true 2 way
On demand and PPV
229
Digital cable ready displays can...
Receive digital cable signal without a box
230
CRT TV key points?
Large screen but heavy
Wide viewing angle
Flat screens to reduce reflections
231
Rear projection TV key facts
Less depth and weight than CRT
| projection tube and alignment can degrade picture
232
Front projection TV key facts
Projector located behind viewer
Needs unobstructed path
Large viewing area
DLP improves picture
233
Plasma TV facts?
Uses thousands of fluorescent bulbs grouped in sets of 3
Emits heat and consumes more power than most tvs
Large and bright wide viewing angle
234
LCD TV key facts
High res and long life
Transistorized display like a computer
Thinner and lighter then plasma
Uses less power then plasma
235
What is MTS?
Multi channel TV sound
| Is a built in stereo decoder and amp to reproduce stereo broadcasts
236
What is SAP
Second audio program
Decoder that allows TV to receive an additional audio track if the show supports it
237
What is CC?
Closed captioning?
Text on the TV for the hearing impaired
238
When working in a customers home what items should you possibly move?
Small breakable items
239
List the steps to verify the install?
1) check analog and digital signal levels
2) check all the unscrambled analog channels are working
3) perform a channel scan
240
Steps to installing a cable card?
1) install the cable card in the slot or back of the TV set
2) leave the TV on while the Cable card is installed?
3) verify the message indicates the card was installed properly
241
What is a pairing screen?
A screen that appears when the DCR TV set has recognized the cable card. Must be accessed to in order to authorize the card.
242
What info is displayed on the pairing screen
```
Cable card ID
firmware download
Prepping channels
Welcome
Loading app
```
243
What is the FTUE?
First time user experience
Guides the user through the first 3-5 things they should do right away to get the most of the comcast service.
244
What is the online welcome experience?
The online welcome experience is a key element in Onecomcasts initiative for new HSI customers and is comprised of 3 initatiotives
245
What are the 3 initiatives of the online welcome experience?
1) FTUE- first time user experience
2) profile page
3) progress bar
246
The profile page is?
A one stop shop of all products and services the customer can use
247
What is the Progress bar
A helpful tool that reminds the customer which services or tools they have not yet tried.
248
What are the 2 tech talking points?
Product awareness
| Self help
249
Product awareness?
The online welcome experience is packed with info for customers and employees to use
250
What are some resources and tools you will use to educate the customer after an install?
Welcome kits
And user guides
The Comcast web site
VOD
251
What are some key steps to educate a customer
-Make sure they understand what you've done.
-Explain the services you installed, with easy to understand language
-several ways to use the device or function
-encourage customer to practice
Advise them where to find info
252
What is LTO?
Last tech out
It is the job of the last tech out to make sure everything is to spec
253
Last tech out.......
| At the tap
- tighten or replace loose tie wraps
- verify service tags
- inspect f connectors
- tighten connectors
- note maintenance problems
254
Last tech out.......
| At the drop
- messenger attachment points are secure
- clearances are maintained
- no splices
- no visible cable damage
255
Last tech out.......
| At the dwelling unit
- f connectors are up to spec
| - grounding and bonding meet comcast and NEC spec requirements
