Troubleshooting-CHSI/Email Flashcards
Where are self-help options for customers wishing to troubleshoot Xfinity Internet issues available?
xfinity.com/internethelp (POL1095)
What should the Incoming Mail Server (name) of an email client be set to in order to support @comcast.net email?
imap.comcast.net (HOW4168)
What are the recommended and “only if needed” Incoming Mail Server Port Numbers?
“Recommended: 993 with SSL ON
Only if Needed: 143 with SSL ON”
What status should SSL Encryption be set to for use of @comcast.net email with an email client?
checked or enabled (HOW4168)
What authentication is required for use of an email client?
UID and Password (HOW4168)
Why is Port 25 blocked by Comcast?
Recommendation from M3AAWG and IETF, Port 25 lack of security has lead to it’s use for the transmission of spam and malware from infected computers for nearly a decade. (HOW4839)
What are the advantages of Port 587?
Improves security through use of required authentication and recommended TLS/SSL encryption. (HOW4839)
What is EasyChange?
Powered by ShuttleCloud, it is a tool to simplify the process of switching ISP and email providers by transferring information from your current email account to your Xfinity account. (HOW3669)
What will be copied from old email account when using EasyChange?
Copies all data including email messages, email attachments, email folders, address book contacts. (HOW3669)
Will all information appear the same in the customers Xfinity account?
Application differences may cause some information to be displayed differently. (HOW3669)
What is needed to use EasyChange?
An internet connection, web browser and Comcast email. (HOW3669)
What is the cost to a customer for EasyChange?
EasyChange is free to use if switching to a Comcast account. (HOW3669)
How does an Xfinity customer access easy change?
comcast.transfermyemail.com (HOW3669)
What information will be needed to utilize EasyChange?
UID and Password for both accounts (HOW3669)
Incoming mail server port number
993 with SSL ON for imap (HOW4168)
Incoming mail server name
imap.comcast.net (HOW4168)
What happens to DNS information the first time you visit a website?
DNS information is cached. (HOW6249)
What does flushing DNS do?
Forces the computer to find new DNS information. (HOW6249)
What has happened if the cached DNS info no longer allows access to a website?
The website’s DNS information has been changed. (HOW6249)
What do you do if TCP/IP does not automatically refresh the DNS table after flushing DNS?
Type ipconfig/registerdns at the command prompt to refresh all DHCP leases and re-register DNS names. (HOW6249)
Where do you go on a Mac OS to flush DNS information?
File>New Finder>Applications>Utilities>Terminal and double click on Terminal to launch application. (HOW6249)
How can a customer change the primary username on an account?
Login to My Account as the current primary username>go to Users>click Edit on the current primary user>select Transfer admin rights>chose the new admin UID>Save
Where can a customer go to find Comcast-approved retail modems and eMTA devices?
mydeviceinfo.comcast.net (HOW9018)
what is the refer a friend website
http://referafriend.xfinity.com
What is the Access Pass management site?
xfinity.com/wifi (PRD1130)
What do you need to access an Xfinity Wifi Hotspot?
Comcast Username and Password (PRD1130)
A condition caused when packets are not received in the correct order, or when they take too long to arrive at their destination.
Jitter
Delay associated with inconsistencies, or impairments, in the data transport stream.
Latency
What are the four troubleshooting steps?
Identify, Isolate, Repair, Verify
what wireless standards are broadcast from an AP unit
802.11 a/g/n
xfinity outdoor AP units use a Harden access point of what standard
802.11n
Combines the functions of a cable modem and a router in a single device
IP Gateway
temporary IP address is also called a ___ IP address
Dynamic
static ip address does not __
change
what information do you need to add a customer owned modem to an account using the SMIT tool
account number, Serial Number, MAC Address, Make and Model of modem
the point of access into the internet
NAP (Network Access Point)
what is the process of combining multiple carriers onto a single medium
multiplexing
BUSINESS CLASS INTERNET - BASIC (D3)
3 Mbps/
1 Mbps
BUSINESS CLASS INTERNET - STARTER (D3)
16 Mbps/
3 Mbps
BUSINESS CLASS INTERNET - DELUXE 25
25Mbps/
10Mbps
BUSINESS CLASS INTERNET - WIDEBAND DELUXE (D3)
50 Mbps/
10 Mbps
BUSINESS CLASS INTERNET - DELUXE 75 (D3)
75 Mbps/
15 Mbps
ONLINE – COMMERCIAL DELUXE 100– HSD (D3)
100 Mbps/
10 Mbps
COMMERCIAL–DELUXE 100 PLUS (D3)
100 Mbps/
20 Mbps
BUSINESS CLASS INTERNET - DELUXE 150 (D3)
150 Mbps/
20 Mbps
BUSINESS CLASS INTERNET – DELUXE (D2)
22 Mbps/
5 Mbps
BUSINESS CLASS INTERNET – PREMIUM (D2)
and
BUSINESS CLASS INTERNET – PREFERRED (D2)
16 Mbps/
2 Mbps
BUSINESS CLASS INTERNET – TELEWORKER – STANDARD
12 Mbps/
2 Mbps
BUSINESS CLASS INTERNET – TELEWORKER – ENHANCED
16 Mbps/
2 Mbps
BUSINESS CLASS INTERNET – TELEWORKER – PREMIUM
22 Mbps/
5 Mbps
BUSINESS CLASS INTERNET – TELEWORKER – DELUXE
50 Mbps/
10 Mbps
COMMERCIAL-TELEWORKER DELUXE 100
100 Mbps/
10 Mbps
BCI-WIDEBAND STANDARD CONNECT (D3)
7 Mbps/
1 Mbps
Where additional computing and storage resources are put to use in an elastic fashion, using what’s needed, when it’s needed.
The Comcast Cloud
Name 3 set up and managing features available with WIFI PRO?
Private WiFi, Public (Guest) WiFi, Custom Splash Page and Redirect URL, Session Timeout, Bandwidth Allocation, WiFi Content Filtering, WiFi Network Scheduling, Security and Reporting.
Our network consists of 2 major components, what are they and what are the percentages of them?
70%-local, regional, and national HFC network and 30%- cloud network (The Network Now Video)
What is the outgoing server port number used for an email client?
Port 465
Einstein Doc ID HOW4168
What wifi coverage relates to SMB?
Small businesses
Seating Areas
Waiting Areas
What does IP stand for?
Internet Protocol
What is the command line that displays the IP address, subnet mask, and default gateway for all adapters?
ipconfig
The IP address that technicians or DOJ can use to remotely log in to commercial gateways or EMTAs is known as
The cable modem maintenance IP
IP Phone services, such as Business Class Digital Voice, transmit calls over a ___________ network?
private
What is the maximum data rate specification of a CAT3 cable?
old 16 Mbps
Updated 10 Mbps
What is the highest supported speed for the Cisco DPC3939?
Extreme 250
How many freeemail accounts do XFINITY Internet customers get?
7
A common local area network standard for hardware, communication and cabling?
Ethernet
The first model gateway to include non-native RDK-B firmware which allows for faster and more frequent feature updates
Arris TG1682
Model # for the Cisco XB3 Gateway
DPC3941t
What is the command line that displays the IP address, subnet mask, and default gateway for all adapters?
ipconfig
What term describes an address or group of addresses on the Internet?
Domain Name
When a customer reports that they are unable to send outbound email using an email client such as Outlook Express, what port is blocked?
Port 587Einstein Doc ID HOW4168”To prevent spam and to ensure the security of our network and customers, Comcast no longer supports the use of port 25 for sending email. If you use an older email client (Outlook Express, Outlook, Mac Mail, etc.), this may impact your ability to send email. To learn more about port 25, please see <u>Why is Port 25 for Email Submission Not Supported?</u>.”
How many ethernet ports are available on the back of an XB3 EMTA?
4
A USB port can be used to connect how many peripheral devices?
127
