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Tech Q's - Care agents cross training. > new hire edited > Flashcards

new hire edited Flashcards

1
Q

What kind of TV uses thousands of florescent lights grouped in sets of three that comprise each pixel?

A

Plasma

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2
Q

What type of device provide a customer with the most popular calling features, with enhanced 911 functionality and battery backup

A

eMTA

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3
Q

What are the four types of remotes?

A

Universal learning, universal, unified, dedicated

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4
Q

What are the most common features on a remote control?

A

Changing the channels, Turning the TV on and off, Scanning through your favorite channels, Recalling the last channel you watched, Activating parental lockout control, Muting the sound Controlling volume

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5
Q

What is the purpose of the drop cable?

A

The drop cable delivers RF to the customers home via the wall outlet

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6
Q

What is used to compensate for signal loss over long drops?

A

Drop amplifier

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7
Q

Which device connects the drop system to the feeder system?

A

Tap

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8
Q

Shield of drop cable consists of ____ and _____

A

foil and braid

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9
Q

SPIDF supports which Dolby Digital surround sound formats?

A

5.1, 6.1 and 7.1

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10
Q

Which type of cable has become the standard for interfacing Home Theatre componenets?

A

HDMI

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11
Q

Which interconnect uses light to transmit audio signals?

A

Toslink, EIA/J

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12
Q

Firewire supports the movement of multimedia data and large files at what two speeds?

A

400 Mbps and 800 Mbps

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13
Q

What is a combination of spatial image compression and temporal motion compensation?

A

Digital Compression

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14
Q

What type of signal is a continuous waveform?

A

Analog signal

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15
Q

Who mandates certain frequency levels for various types of communication?

A

The FCC

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16
Q

Helping the customer to help themselves by learning more about their equipment will often provide _______

A

A better customer experience

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17
Q

When providing an explanation to a customer, make sure to avoid the use of _____

A

Jargon or Slang

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18
Q

What should be done before performing any work at an install?

A

Discuss details of the install with the customer

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19
Q

On an HSD install, after the customer completes the brief FTUE initiation, you (the technician) will take the customer to the Profile Page…what is the web address?

A

https://secure.xfinity.com/profile

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20
Q

What is the Comcast Customer Gurantee?

A

We will give you a 30-day, money-back guarantee on all our services.
We will be respectful and courteous of you and your home.
We will answer your questions at your convenience.
We will offer easy-to-understand packages and provide you with a clear bill.
We will continually offer the best and most video choices. We will quickly address any problem you experience.
We will schedule appointments at your convenience and be mindful of your time.

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21
Q

What are three ways to reduce stress?

A

Take 3 Deep Breaths
Count to 10
Take a short break

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22
Q

What will will largely determine the quality of your work relationships.

A

Attitude

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23
Q

A hard hat will absorb ___ of the force of a blow

A

75%

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24
Q

What are the four types of gloves?

A

work, climbing, electrical, acid-resistant

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25
Q

What is the ANSI standard for safety glasses?

A

z87.1

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26
Q

What ANSI standard describes hard hats?

A

z89.1

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27
Q

What is the purpose of a hard hat?

A

To prevent head injury

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28
Q

The Rule of Three for Xfinity TV:

A

Provide Welcome Kit
Demonstrate navigation of the onscreen guide
Explain Video On Demand and XfinityTV.com

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29
Q

The Rule of Three for Xfinity Internet

A

Provide Welcome Kit and assist in creation of Comcast.net email address and password
Establish home page after consulting with the customer and communicating its value and convenience.
Describe additional benefits such as Norton Security

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30
Q

Three steps to customer education:

A

Explain 2. Demonstrate 3. Practice

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31
Q

The Rule of Three for Xfinity Voice

A

Confirm customers new phone number
Demonstrate Voice Mail and give Welcome Kit
Introduce customer to SmartZone

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32
Q

Three materials to leave at a customer’s home:

A
  1. Welcome Kit 2. Signed copy of work order or printed receipt 3. Equipment manuals (remote, etc.)
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33
Q

The purpose of Coax’s outer jacket:

A
  1. Provides protection 2. Prevents moisture, dirt, & elements from entering cable
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34
Q

The jacket of underground cable is made from ____

A

Polyethelyne

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35
Q
  1. Work gloves 2. Climbing gloves 3. Insulated electrical gloves
A

The three types of gloves you may use during the course of your work

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36
Q

Z89.1 1981 standard; class B

A

American National Standard Institute rating for hard hats

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37
Q

This is where the work takes place in a traffic control zone. It includes one or more buffer spaces.

A

Activity Area

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38
Q

A technology that allows the fast transfer of Bi-Directional Analog and Digital signal over Coax, phone lines, wireless signals and satellite connections.

A

Broadband Technology

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39
Q

Passage of an outside signal into the cable; can result in noise and disruption of the desired signal.

A

Ingress

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40
Q

The U.S. government agency established to regulate electronic communications.

A

Federal Communications Commission (FCC)

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41
Q

Label for consumer electronic devices, such as television sets and VCRs, that are designed to allow direct connection to a CATV network.

A

Cable Compatible/ Cable Ready

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42
Q

What type of cables are used in the HFC architecture?

A

Coaxial & Fiber

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43
Q

Where RF signals from many sources are combined together and fed into a fiber optic transmitter.

A

The Headend

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44
Q

The small flexible wire that connects the feeder portion of the distribution system at the tap to the terminal device(s) at the customer’s premises.

A

Drop Cable

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45
Q

Name the 3 active devices in the cable plant.

A

Amplifier, Node and Power Supply (New Hire: Cable 101: 2-32)

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46
Q

What are the four basic components of the distribution system?

A

-Amplifiers -Coaxial Hardline Cables -Power Supplies -Taps

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47
Q

This should be checked where the ladder will be set up, for stability.

A

The Ground

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48
Q

What are the 4 types of ladder carry.

A
  1. Horizontal carry at the shoulder
  2. Horizontal carry at the hip
  3. Half-vertical, half-horizontal carry
  4. Side vertical carry
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49
Q

Providing a Welcome Kit, Demo the On Screen Guide and Explaining the On Demand. These are….

A

Xfinity Video Rule of Three

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50
Q

Provides Customers with reference information for quick and efficient resolution to inquiries and or problems.

A

Welcome Kit

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51
Q

Often the only face of Comcast that the customer ever sees.

A

Comcast Technicians

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52
Q

What is The Rule of 3 for Xfinity Internet?

A

Have the Customer Create a Xfinity.Net Email Address, Take Customer through online welcome site and provide a Welcome Kit.

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53
Q

Only products approved by ____ _____ ____ shall be used in the drop system.

A

Comcast Corporate Engineering

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54
Q

Used to protect customer floors from dirt and grime when entering a customer’s home.

A

Boot Cover

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55
Q

Helps keep hard hat stable on a Technician’s head.

A

Hard Hat Strap

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56
Q

The FCC was established in what year?

A

1934

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57
Q

1988 was Comcast ‘s ___ Anniversary

A

25th (est.1963)

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58
Q

In 1997, what Tech giant invested 1 Billion Dollars in Comcast?

A

Microsoft

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59
Q

What company was the name of the parent company to NBCUniversal, prior to Comcast’s purchase in 2013?

A

GE (General Electric)

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60
Q

What year did Brian Roberts receive his first training as a Cable Installer?

A

1975 (in the Company’s Westmoreland Cable System) ( corporate.comcast.com)

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61
Q

This device converts light energy back to RF energy.

A

Node

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62
Q

This has replaced the older Tree and Branch architecture in Cable Systems.

A

Hybrid Fiber-Coaxial Architecture (HFC)

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63
Q

Where are the 4 places you should check signal when troubleshooting shooting?

A

Tap, ground block, splitters, CPE

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64
Q

A Mechanical device that is fitted onto the coax to allow connection?

A

F-connector

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65
Q

A tool used to extinguish a flame?

A

Fire Extinguisher

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66
Q

Used to help make sure commtechs stay hydrated?

A

water cooler

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67
Q

a tool used for cutting metal?

A

Hacksaw

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68
Q

used to dig and bury cables.

A

Shovel.

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69
Q

Technology that encodes, compresses, and decodes video and audio so we can pack multiple programs in the same space as we used to carry one TV station.

A

MPEG2

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70
Q

what iOS app is used to connect to Wifi?

A

Settings

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71
Q

what iOS app is used to store phone numbers?

A

Contacts

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72
Q

A cable line (overhead or underground) which branches off a main line or feeder.

A

Tap

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73
Q

A cable television system’s master control operation where signals are received and delivered on various cable system channels. Also the point at which High-Speed internet, On Demand and local telephone signals are spliced into the cable signal.

A

Headend

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74
Q

The process of converting data into a coded form to prevent it from being read and understood by an unauthorized party.

A

Encryption

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75
Q

Two types of traps:

A

Negative

Positive

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76
Q

Filters that block a channel or channels from being received by a cable TV customer:

A

Negative traps

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77
Q

Remove an interfering carrier from a channel that a customer wants to receive:

A

Positive trap

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78
Q

Any technology used to protect the interests of owners of content and services.

A

Digital Rights Management

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79
Q

A specification developed for protecting digital entertainment content that uses the DVI-D interface.

A

High-bandwidth Digital Content Protection

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80
Q

Date the FCC began requiring service providers to make CableCARDs available.

A

July 1, 2004

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81
Q

U.S. government agency established to regulate electronic communications.

A

FCC

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82
Q

Year the FCC was established:

A

1934

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83
Q

A mandate by the FCC which requires cable operators only deploy digital set-top boxes that have a PC card slot for a multichannel CableCARD, to decrypt channels.

A

Separable security

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84
Q

What is the app that allows you to access the VPN via you iOS device?

A

Junos Pulse

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85
Q

Two ways to carry out a disconnect:

A

Soft disconnect for addressable services

Hard or physical disconnect

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86
Q

A system of computers, peripherals, terminals, and databases connected by communications lines.

A

Network

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87
Q

A network where devices communicate with each other unaided (one-on-one basis) and various connection styles are available.

A

P2P Network

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88
Q

Similar to P2P Networks, these networks have dependencies on other equipment and services.

A

LANs

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89
Q

Similar to P2P Networks, these networks have servers, routers, and switches with which they communicate or authenticate themselves to operate.

A

LANs

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90
Q

A group of computers and associated devices such as printers and servers that share a common communication line and other resources within a small geographic area.

A

LAN (Local Area Network)

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91
Q

A computer that handles requests for data, email, file transfers and other network services from other computers.

A

Server

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92
Q

The recognition of a user as having a valid account on the system with legitimate access to its resources, usually determined during login by a username and password.

A

Authentication

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93
Q

Found in both residential and commercial environments and are used to communicate internally or to access the internet.

A

LANs

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94
Q

A group of computers geographically far apart, but connected.

A

WAN

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95
Q

The Internet is an example of what type of network.

A

WAN

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96
Q

This type of network spans and connects multiple LANs together.

A

WAN

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97
Q

These types of networks are used by businesses to connect multiple sites together for information sharing.

A

WANs

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98
Q

The largest version of a WAN is known as:

A

The Internet

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99
Q

Comcast cable systems: .NET customers are associated across the Comcast network before connecting to the World Wide Web via what type of network.

A

WAN

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100
Q

The width of a band of frequencies.

A

Bandwidth

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101
Q

Often used to refer to the range of frequencies able to distribute telecommunications services.

A

Bandwidth

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102
Q

This term in communications should be avoided with existing or potential customers: Its meaning has been diluted in recent years, as it has been used to refer to speed, time, file size, or the Internet in general.

A

Bandwidth

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103
Q

A term that is often used synonymously with speed.

A

Bandwidth

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104
Q

Network Speed is calculated in bits per:

A

Second

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105
Q

This term is short for “binary digit” and refers to an electrical impulse representing a zero or one

A

bit

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106
Q

___ has approximately 1000 bytes and is used primarily to measure data storage and sometimes used to describe bandwidth.

A

Kilobyte (KB)

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107
Q

A ___ is measured as “bits per second” and used to express the rate at which data is transmitted or processed.

A

bit rate

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108
Q

How many bits are usually in a byte?

A

8 bits

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109
Q

___ is a single character of data.

A

bit

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110
Q

___ is 8 bits.

A

Byte (B)

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111
Q

___ has approximately 1000 bits and is used to measure speed by many Internet applications.

A

Kilobit (kb)

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112
Q

___ has approximately 1000 bytes and is used primarily to measure data storage and sometimes used to describe bandwidth.

A

Kilobyte (KB)

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113
Q

The term for one character stored or processed by a computer. It is composed of bits, usually eight.

A

Byte

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114
Q

Short for Kilobytes:

A

KB

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115
Q

Equivalent to approximately 1000 bytes

A

Kilobyte (KB)

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116
Q

A capitalized “b” indicates bytes where a lowercase “b” indicates:

A

bits

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117
Q

A lowercase “b” indicates bits where a capitalized “b” indicates:

A

bytes

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118
Q

Any active service tags must be removed and replaced with?

A

Inactive service tags following a service disconnect.

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119
Q

The ____ _______ ___ must not be removed following a service disconnect.

A

Drop address tag

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Perfectly
120
Q

What is the purpose of wall fishing and when would it be necessary?

A

reduce the amount of visible cable, and installed on interior walls.

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121
Q

when getting ready to wall fish, what is the first thing?

A

Safety

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122
Q

what are 3 of the 5 PPE that should be used for wall fishing.

A

Leather gloves, hard hat, safety glasses, dust mask, coveralls.

123
Q

Three units of measurement used in computer file size.

A

Kilobyte (KB), Megabyte (MB), Gigabyte (GB)

124
Q

When attaching cable to vinyl siding always consider using _______ _____ as the first choice.

A

siding clips

125
Q

When attaching cable to siding or shingles:

A

Attach the cable underneath the bottom row or in a “shadow line” to hide the cable.

126
Q

This unit of measurement is one million bits, smaller than a megabyte and a common measure of network bandwidth.

A

Megabit (Mb)

127
Q

This unit of measurement is one million bytes and is the most common measure of data storage.

A

Megabyte (MB)

128
Q

This unit of measurement is used to measure RAM, hard-drive, web storage, and email storage capacities.

A

Megabyte (MB)

129
Q

This unit of storage is equal to approximately 1000 megabits and is used to describe the bandwidth of high capacity circuits such as those used in the Comcast CRAN.

A

Gigabit (Gb)

130
Q

This unit of storage is approximately 1000 megabytes and is used to describe hard drive or RAM capacity.

A

Gigabyte (GB)

131
Q

Three units of measurement used in computer file size.

A

Kilobyte (KB), Megabyte (MB), Gigabyte (GB)

132
Q

A means of transporting signals from one point to another, using 22 or 24WG, 100 ohm copper wiring, typically Cat5 or Cat6 rated cabled.

A

Twisted Pair Cabling

133
Q

Cable wiring which has been done while the house is being built is called?

A

prewiring

134
Q

Where is usually the best place to begin planning a new install?

A

Basement

135
Q

As defined by the Institute of Electrical and Electronics Engineers (IEEE) in the 802.3 and 802.11, this is the most common network type.

A

Ethernet Network

136
Q

A very common method of networking computers in a LAN (Local Area Network)

A

Ethernet

137
Q

Popular technology that allows an electronic device to exchange data wirelessly.

A

Wi-Fi

138
Q

The on board or add-on controllers that connect computers or devices to networks.

A

Network Interface Card (NIC)

139
Q

Three different type of NIC (Network Interface Card)s:

A

Electrical based, fiber optic based, wireless

140
Q

The most common type of NIC (Network Interface Card)

A

Electrical Based

141
Q

Abbreviation for Megabits per second

A

Mbps

142
Q

Standard 8-pin connector used to network computers, routers, printers and/or game consoles over an Ethernet connection.

A

RJ-45

143
Q

Steps of the troubleshooting process:

A

Identify
Isolate
Repair (fix)
Verify

144
Q

What does Divide and Conquer mean?

A

Divide the problem in half and test each half.

145
Q

A unique physical address, also called a hardware address, that all devices that rely on computer network connections have (computers, cable modems, printers, game consoles, etc.)

A

MAC Address (Media Access Control)

146
Q

A cable that provides the capability of directly connecting two computers without using additional equipment.

A

Crossover cable

147
Q

CRT Television

A

Large screen sets weighing up to several hundred poundsGood resolution and color, and a wide viewing angleFlat screen that reduces reflection

148
Q

Rear Projection TV

A

Less depth and weight than a CRT TV set of the same size screenProjection tube an d lens alignment problems can degrade the picture

149
Q

Front Projection TV

A

Projector located behind viewerProjector needs unobstructed path to screenLarge viewing areaLight source behind three LCD matrix panelsDigital Light Processing (DLP) improves picture quality

150
Q

Plasma TV

A

Thin, flat screen displayDiagonal viewing areas in excess of 50 inchesUses thousands of fluorescent lights grouped in sets of 3Display is bright and can be viewed from a wide angle

151
Q

SSID

A

Service Set Identifier

152
Q

A name that has been assigned to the local wireless network.

A

Service Set Identifier (SSID)

153
Q

This type of network allows access to any client or user with a valid MAC address.

A

Open Network

154
Q

This type of network’s level of security is extremely weak since MAC addresses can be spoofed (changed) on Network Interface Cards (NIC) to enable access.

A

Open Network

155
Q

A unique physical address, also called a hardware address, that all devices that rely on computer network connections have (computers, cable modems, printers, game consoles, etc.)

A

MAC Address (Media Access Control)

156
Q

LED TV

A

Uses an array of light emitting diodes to reproduce a pictureThin widescreen displayLarge viewing angleExtremely lightweight

157
Q

This encryption method encrypts the network by using a pre-shared key. The key is 10-26 hexadecimal characters long.

A

Wired Equivalent Privacy (WEP)

158
Q

This form of encryption was proved to be flawed in 2001 due to an inherent mathematical issue and the key can be broken in less than five minutes.

A

Wired Equivalent Privacy (WEP)

159
Q

The process of converting data into a coded form (ciphertext) to prevent it from being read and understood by an unauthorized party.

A

Encryption

160
Q

This encryption type was developed to replaced WEP and uses a Temporary Key Integrity Protocol (TKIP).

A

WPA

161
Q

Users wishing to connect to a WPA or WPA2 protected network are required to supply a plain text password that is how many characters long?

A

8-63 characters

162
Q

The network encryption type that uses Advanced Encryption Standard (AES) to secure the network.

A

WPA2

163
Q

This wireless network security type is not a form of encryption; it really is an IEEE standard, which is a means of authenticating a user. This authentication system is typically found in commercial environments, and verifies the user’s username and password against a server’s database.

A

802.1x

164
Q

Network interfaces are identified by using this unique number.

A

MAC Address

165
Q

Numbers assigned to a device’s NIC to identify them on a given network and are written as 12 hexadecimal digits separated by colons and dashes.

A

MAC Address

166
Q

Data moving on the network requires that the sending and receiving devices have different addresses that segment a network into smaller groups. These addresses are:

A

Internet Protocol (IP) Addresses

167
Q

A set of rules governing the format of messages exchanged between computers and people.

A

Protocol

168
Q

A set of rules and conventions that specifically governs how computers exchange information over a network medium.

A

Protocol

169
Q

The most commonly deployed network communications protocol in the world today.

A

IPv4

170
Q

The newest version of the IP protocol that uses expanded features and addressing to overcome the limitations of version 4.

A

IPv6

171
Q

Four types of IP Addresses:

A
  • Private
  • Loopback
  • Automatic Private
  • Public
172
Q

These types of IP addresses are select ranges of IP addresses reserved for internal network usage and cannot be used on the public Internet

A

Private IP Addresses

173
Q

Which numbers define whether or not an IP address is private?

A

The first numbers

174
Q

You might see these IP addresses in various applications within the customer’s home.

A

Private IP Addresses

175
Q

This is the IP address assigned to the device’s NIC and is used to verify that the IP function is operating correctly on the device.

A

Loopback IP Address

176
Q

The customer’s computer does not have an IP address and cannot connect to the Internet. Which IP address could you use to confirm the network interface card is

A

Loopback IP Address

177
Q

What is the exact Loopback address for IPv4?

A

127.0.0.1

178
Q

What is the exact Loopback address for IPv6?

A

0:0:0:0:0:0:0:1

179
Q

APIPA

A

Automatic Private IP Address

180
Q

169.254.X.X andFE80:0:0:0:0:0:0:0 are examples of what type of IP addresses?

A

Automatic Private IP Addresses (APIPA)

181
Q

Any numbers outside the range of private IP addresses are:

A

Public IP Addresses

182
Q

These types of IP addresses are uses across the public Internet and are visible to other networks and devices.

A

Public IP Addresses

183
Q

The IP address of: 205.23.124.66 is an example of what type of IP addresses?

A

Public IP Addresses

184
Q

Inputs found on an A/V receiver:

A 
CD Player
USB
DVD Player
Satellite Receiver
Composite Video
S-Video
Component Video
HDMI
DVI
Wi-Fi
Bluetooth
Optical Audio Port
ESATA Port
Ethernet Port
185
Q

Functions of a Remote Control:

A 
TV on and off
Change channels
Activate parental lock control
Mute sound
Scan favorite channels
Recall last channel watched
Control volume
186
Q

Types of Remote Controls:

A

Dedicated
Unified
Universal
Universal Learning

187
Q

Coaxial RF Cable (analog video/audio transmission)

A

Carries the video and audio components togetherTransmits standard stereo, but not Dolby 5.1

188
Q

Composite Video Signal

A

Uses a single signal, which is composed of brightness, color information, and synchronization pulses

189
Q

S-video Signal

A

Splits the analog video signal into two separate signals:Brightness, or luminance (Y)Color, or chrominance (C)

190
Q

Component Video Signal

A

Highest quality analog video signal, and acceptable for HDTV.Transmitted or stored as two or more seperate signals.Y: Contains luminance informationPb: Contains color informationPr: Contains color information

191
Q

Component Video Cable Colors forY:Pb:Pr:

A

Y: Green Pb: Blue Pr: Red

192
Q

Sony/Philips Digital Interconnect Format (SPDIF)

A

Carries digital audio signalsSupports Dolby Digital 5.1, 6.1, and 7.1 output (Surround Sound)

193
Q

SPDIF coax cables can be affected by?

A

Signal Noise

194
Q

SPDIF Optical Cable

A

Fiber optic cableUses light to transmit the audio informationAlso supports Dolby Digital 5.1, 6.1, 7.1, 7.2, THX, and DTS

195
Q

Digital Visual Interface (DVI)

A

Has a bandwidth of 3.96 single link and 7.92 dual linkUses a single plug and connector that supports both the new digital and older VGA interfacesSupports HDTV resolutions

196
Q

High-Definition Multimedia Interface (HDMI)

A

19-pin compact audio/video interface for transmitting uncompressed digital dataA digital alternative to consumer analog standards such as RF coaxial cable, composite video, S-Video, component video, and VGAStandard for interfacing home theater componentsUses a single plug and connector that supports both digital video and audioSupports HDTV with a single set of links

197
Q

IEEE 1394 (fire wire)

A

Used to connect digital equipment such as digital set-top boxes, music systems, or camcorders directly to a personal computer

198
Q

Features of a Set-Top-Box

A

Select channelsDescramble premium channlesAccess PPV and ON DEMANDUse remote controlsSet sleep timer

199
Q

Downstream signal levels at the input to the set-top-box

A

Digital signal levels: -8 to +10 dBmV per BRISAnalog signal levels: 0 to +15 dBmV per BRIS

200
Q

Where is a CableCARD Used?

A

Digital Cable-Ready (DCR) TVInteractive Digital Cable-Ready (IDCR) TVMultimedia Receivers (TiVo)Personal Computers

201
Q

A DVR allows the customer to:

A

Easily record their favorite shows without tapes, without a VCR, of without troublesome timersPause live TV, view an instant replay, rewind favorite scenes, or play the show in slow motionRecord one show while recording another

202
Q

In what three different ways can an IP address be assigned?

A

-Dynamic-Static-Reserved

203
Q

Dynamic assignment of IP addresses is done through this.

A

Dynamic Host Configuration Protocol (DHCP) Server

204
Q

This assigns a dynamic IP address when a device requests one.

A

Dynamic Host Configuration Protocol (DHCP) Server

205
Q

A protocol for assigning IP addresses to devices on a network.

A

Dynamic Host Configuration Protocol (DHCP) Server

206
Q

With this type of IP addressing, a device can have a different IP address every time it connects to the network.

A

Dynamic Addressing

207
Q

This type of IP addressing simplifies network administration because the software keeps track of IP addresses rather than requiring an administrator to manage the task.

A

Dynamic Addressing

208
Q

Through which type of IP addressing can a computer be added to a network without the hassle of manually assigning it a unique IP address.

A

Dynamic Addressing

209
Q

Many ISPs use this type of IP addressing for dial-up users and broadband connections.

A

Dynamic Addressing

210
Q

The type of IP addresses that are entered by an administrator or user and do not use the DHCP Server.

A

Static IP Addresses

211
Q

The type of IP addresses that are used for devices in which the network or users depend on having the same address all of the time.

A

Static IP Addresses

212
Q

Data transferred through a switch is ___-Duplex, meaning it can send and receive simultaneously.

A

Full-Duplex

213
Q

IP addresses that can be reserved by the DHCP server for particular devices.

A

Reserved IP Addresses

214
Q

The type of IP address that an administrator can use for a particular computer so that every time the computer request an IP address it will receive the same one.

A

Reserved IP Address

215
Q

The type of IP addressing in which the DHCP server reserves the IP address for the MAC address that is associated with the device.

A

Reserved IP Address

216
Q

The service that allows us to type “Comcast.com” instead of 69.241.45.20 in a web browser.

A

Domain Name Service (DNS)

217
Q

The service that translates Domain Names into IP addresses.

A

Domain Name Service (DNS)

218
Q

When a computer contacts a DNS server with a domain name and that DNS server does not have the IP address for the domain in its database, what happens next?

A

The DNS Server will submit a query to a higher level DNS Server

219
Q

Which network equipment is used to send data between two or more networks?

A

Router

220
Q

How many DNS Root Servers are there in the world?

A

13

221
Q

The 13 servers that can identify and translate any existing domain name.

A

DNS Root Servers

222
Q

Four types of networking equipment:

A

-Switch-Router-Access Point-Integrated Devices

223
Q

A networking device that is used to connect multiple devices to a single LAN and has an internal memory.

A

Switch

224
Q

A networking devices that maps a device’s MAC address to the physical port.

A

Switch

225
Q

A networking device that allows data to be sent only to the originating and destination ports thus providing collision detection.

A

Switch

226
Q

Data transferred through a switch is ___-Duplex, meaning it can send and receive simultaneously.

A

Full-Duplex

227
Q

A networking device that sends data between two or more networks and routes according to IP.

A

Router

228
Q

Transmission of data in only one direction at a time.

A

Half-Duplex

229
Q

This networking device is used in accordance with one or more 802.11 standards to extend a network over air through the use of radio waves.

A

Access Point (AP)

230
Q

This networking device can have an internal or external antenna, is similar to a hub in that it acts like a repeater and is half-duplex.

A

Access Point (AP)

231
Q

These networking devices are usually referred to as gateways or wireless routers and are mainly used in residential environments.

A

Integrated Devices

232
Q

Many companies like Netgear and SMC sell devices that have a router, switch and access point merged into a single device. What are these networking devices called?

A

Integrated Devices

233
Q

Which network equipment is used to send data between two or more networks?

A

Router

234
Q

PACE

A

Provide an Awesome Customer Experience

235
Q

Comcast Customer Guarantee

A 
Offer a 30 day money back guarantee
Answer customers questions at their convenience
Offer early understood bills
Be mindful of customer's time
Quickly address problems
Be respectful and courteous
Offer the best and most video choices
236
Q

Welcome Kit

A

Provides customers with reference information for quick and efficient resolution of inquiries and/or problemsProvides customers with a record of requested and complete workGives customers confidence that they are receiving services from a reputable company

237
Q

Federal Communications Commission (FCC)

A

U.S. government agency established in 1934 to regulate electronic communications.The FCC succeeded the Federal Radio Commission

238
Q

A collection of software that manages computer hardware resources and provides common services for computer programs.

A

Operating System (OS)

239
Q

A type of user interface that allows users to interact with electronic devices, using images rather than text commands.

A

Graphical User Interface (GUI)

240
Q

A computer interface that permits users to directly manipulate objects which are displayed on the monitor.

A

Graphical User Interface (GUI)

241
Q

Initially developed by Xerox PARC in the early 60’s, this was first widely deployed on Macintosh.

A

Graphical User Interface (GUI)

242
Q

The two most popular operating systems that Comcast high-speed Internet is supported on.

A

-Windows 7 and 8-Mac OS X

243
Q

All drop cables used for RF signal distribution shall meet the minimum physical and electrical requirements of:

A

ANSI/SCTE 74 2003

244
Q

RF, or Radio Frequency, is an electromagnetic signal above the _____ and below the ________ frequencies.

A

audio and infrared

245
Q

Impedance Mismatch

A

The condition that results when two components of a system are operating at a different impedance

246
Q

This refers to turning a computer/device on from a powered-down state. This also means that the power supply to the device is turned off and the device is booted up again.

A

Cold Boot

247
Q

Who must always perform a Cold Boot?

A

The customer

248
Q

What are the two steps taken to close security applications on a computer with a Windows OS?

A
  1. Right click on the security application icon in the system tray.2. Click Close or Exit
249
Q

What are the two steps taken to close security applications on a computer with a MAC OS X?

A
  1. Open the security application2. Click Turn Off or Exit
250
Q

Adapter that allows a customer to use their electrical system as a transmission path for the home network.

A

Home Plug

251
Q

A safety code written and administered by the National Fire Protection Association.

A

National Electrical Code (NEC)

252
Q

The resistance of a circuit to alternating current such as cable passive devices.

A

Impedance

253
Q

Although this is measured in ohms, it can’t be measured with the ohm portion of a volt-ohm meter.

A

Impedance

254
Q

On a customer’s computer, which port is recommended to use for XFINITY Internet installation?

A

The Ethernet port

255
Q

During a XFINITY Internet installation; after backing the system registry, you must visually examine the customer’s computer for what built-in ports?

A

Ethernet and USB ports

256
Q

If a customer’s computer does not have a free Ethernet port, what other port can you use to connect to the modem during the Installation of XFINITY Internet?

A

USB port

257
Q

After connecting the modem to the computer, what is the next step during the XFINITY Internet Installation process?

A

Set up Network Connections

258
Q

The first implementation of this transmission protocol was amazingly successful and it is still THE protocol of the Internet.

A

TCP/IP (Transmission Control Protocol/Internet Protocol)

259
Q

This transmission protocol first saw use on the original Department of Defense Internet in 1983.

A

TCP/IP (Transmission Control Protocol/Internet Protocol)

260
Q

A suite of communications protocols that allows communications between groups of dissimilar computer systems from a variety of vendors.

A

TCP/IP (Transmission Control Protocol/Internet Protocol)

261
Q

While in the Set Up Network Connections step of the XFINITY Internet Installation process, what two steps are performed to set up a network connection in Windows OS?

A
  1. Verify TCP/IP Settings2. Turn off file and print sharing.
262
Q

While in the Set Up Network Connections step of the XFINITY Internet Installation process, what three steps are performed to set up a network connection in Mac OS?

A
  1. Configure the computer’s Ethernet connection to the Comcast network.
    2 Enable DHCP.
  2. Turn off file and print sharing.
263
Q

A protocol for assigning dynamic IP addresses to devices on a network.

A

DHCP (Dynamic Host Configuration Protocol)

264
Q

You have finished setting up the network connections on the customer’s computer. According to the XFINITY Internet Installation process, what is the next step to take?

A

Activate XFINITY Internet Service

265
Q

Through which two ways can you activate XFINITY Internet service for your customer?

A
  1. iPhone or laptop

2. Activation flow on the customer’s computer

266
Q

What are the three different XFINITY Internet provisioning scenarios?

A
  1. Top-down provisioning
  2. Bottom-up provisioning
  3. Self-provisioning
267
Q

This is the recommended method of provisioning because it works in all scenarios and it does not leave any data records that need to be reconciled manually.

A

Top-down provisioning

268
Q

This type of provisioning occurs when the customer account exists in the billing system and the modem to be installed is on the account prior to it being physically connected.

A

Top-down provisioning

269
Q

This type of provisioning occurs when the customer account exists in the billing system and the modem to be installed is not on the account in the billing system.

A

Bottom-up provisioning

270
Q

This type of provisioning occurs when the customer calls the call center and orders XFINITY Internet, a rate code is added to the account and the equipment is shipped to the customer for self-installation.

A

Self-provisioning

271
Q

The service activation process for XFINITY Internet begins with the authentication of the customer on the ___.

A

Comcast Advanced Activation Platform (CAAP)

272
Q

The activation process flow that configures the customer’s account and equipment during Service Activation using the customer’s computer.

A

Comcast Advanced Activation Platform (CAAP)

273
Q

When referring to XFINITY Internet Customer Education Guidelines, what is the “Rule of Three”

A
  1. Ask the customer to create a Comcast.net e-mail address and password.
  2. Take the customer through the Online Welcome site.
  3. Demonstrate Comcast.net benefits
274
Q

This is the ability to share resources such as files, printers, drivers and high-speed Internet access across all computers connected within a home.

A

Home Networking

275
Q

Provide two examples of interference sources that can impact the functionality of the Wireless Gateway.

A

Microwaves, 2.4Ghz cordless phones, additional wireless routers

276
Q

A wireless adapter that connects to the outside of a laptop via a USB port.

A

USB Network Adapter or USB Wireless Adapter

277
Q

This allows a customer to use their electrical system as a transmission path for the home network.

A

Home Plug

278
Q

What is the default IP address you can use to login to the XFINITY Internet Wireless gateway?

A

10.0.0.1

279
Q

This Advance feature in the XFINITY Internet Wireless Gateway uses Plug and Play (UPnP) to automatically configure the router and devices for various Internet applications such as gaming, media sharing and video conferencing.

A

Device Discovery

280
Q

Device Discover in the XFINITY Internet Wireless Gateway uses ___ to automatically configure the router and devices for various Internet applications such as gaming, media sharing and video conferencing.

A

UPnP (Universal Plug and Play)

281
Q

A command line command that displays the IP address, subnet mask, and default gateway for all adapters.

A

ipconfig

282
Q

A command line command used to determine the computer’s IP address and to reset the address if the computer cannon connect to the Internet.

A

ipconfig

283
Q

This command line command can be used to release the current IP address of a computer.

A

ipconfig/release

284
Q

This command line command can be used to get a new IP address on a computer.

A

ipconfig/renew

285
Q

A utility used to determine whether a specific IP address is accessible; it sends a packet to the specified address and waits for it to reply.

A

Ping

286
Q

This command line utility is used to see if the computer can successfully access a specified website.

A

Ping

287
Q

A utility that traces a packet from your computer to an Internet host.

A

Traceroute

288
Q

A command line utility used to show how many hops the packet requires to reach the host and how long each hop takes.

A

Traceroute

289
Q

What switch is added to the ping command for continuous pinging?

A

-t

290
Q

What key combination is pressed on the keyboard to stop a continuous ping?

A

Ctrl + C

291
Q

In Restore/Reset Gateway screen of a XFINITY Internet Wireless Gateway, which reset option can be used to restart the gateway?

A

“Reset”

292
Q

In Restore/Reset Gateway screen of a XFINITY Internet Wireless Gateway, which reset option can be used to reset the Wi-Fi module only?

A

“Reset Wi-Fi Module”

293
Q

In Restore/Reset Gateway screen of a XFINITY Internet Wireless Gateway, which reset option can be used to activate the Gateway Default Settings for Wi-Fi only? This option will cause only Wi-Fi Settings to be lost.

A

“Restore Wi-Fi Settings”

294
Q

In Restore/Reset Gateway screen of a XFINITY Internet Wireless Gateway, which reset option can be used to activate your Gateway Default Settings? This option will cause all previous settings to be lost.

A

“Restore Factory Settings”

295
Q

Devices/product surfaces must not exceed 45 °C for _______ and 40 °C for ________?

A

Plastic and metal

296
Q

List 4 features of X1

A

new On demandsmart searchlast ninecloud dvrand any others that are true just not listed.

297
Q

what system was created to better server our customers television needs?

A

X1 platform

298
Q

what are the two ways the x1 platform provides and receives information?

A

QAM and DOCSIS

299
Q

How big of a hard drive does the XG1 have?

A

500 GB

300
Q

If a X1 box is hooked up with RF output what aspect ratio will the guide be?

A

4:3

301
Q

what button on the xfinity remote gets to almost all functions?

A

the xfinity button

302
Q

One thing every X1 install needs?

A

POE filter(MoCA filter)

303
Q

what is the number digits to un-pair the XR2 remote?

A

987

Tech Q's - Care agents cross training. (8 decks)

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