Conserve Resources for Network Improvements

PROBLEM: Diagnosing Intermittent Plant and Modem Issues

Even in carefully managed networks, customers may experience intermittent issues with their broadband service. Network Administrator Nate Stroh’s existing network management software did not have the capability to track modem statistics over time, so it was difficult to locate and diagnose certain issues. Nate needed comprehensive data to help locate problems in the cable plant that impact multiple customers, as well as a faster way to pinpoint and diagnose intermittent modem issues that affect individual customers.

SOLUTION:  Detailed RF History and Out-of-Range Statistics Reports Pinpoint Problems Quickly

Tired of spending so much time trying to isolate and repair intermittent issues, Nate turned to the detailed historical reports in TruVizion for help. Nate can look at the history of any modem on his network and view the RF levels over the last 24 hours, which helps him track down issues that may be occurring at times other than when the customer actually reports it. Nate says having quick access to such comprehensive data about individual customer modems is “like having 100 or more guys in the field with a meter continuously checking modem levels”.



See More, Talk 30% Less

PROBLEM: We Want to Resolve Customer Issues Faster

When an end user calls ZCorum’s tech support center, technicians may have to work through a series of questions with the end user to diagnose complex or intermittent issues, as well as walk them through certain troubleshooting procedures. This results in longer talk times for the customer, explains Jason Young, Vice President of Support Services at ZCorum. Additionally, if multiple end users are affected by the same problem, calls from those customers increase hold time.

SOLUTION: TruVizion Automatically Reports Data for a Faster Path to Resolution

The Modem Dashboard in TruVizion has become invaluable in troubleshooting problems for customers. No more quizzing the customer. The technician can simply look at the Modem Dashboard and get a comprehensive picture of the customer’s experience – from flaps and online stability to current and historic RF levels. The Modem Dashboard also includes diagnostic tools that allow the technician to view logs, and ping or reset the modem remotely.


Directing Truck Rolls for Storm Outages

Problem: Long and Expensive Truck Rolls

A thunderstorm knocked out broadband service to several customers and Jeff Cracraft, Vice President at Limestone Cable, needs to locate the source of the outage and restore service. Generally when severe weather rolls in, Jeff and his staff dispatch multiple trucks to troubleshoot in the field and restore service on a case-by-case basis. Dispatching trucks and technicians is costly and time-consuming, so Jeff needed tools to help Limestone locate outages remotely and dispatch trucks more efficiently.

Solution: Mapping by Port Directs Truck Rolls More Precisely

Jeff and the Limestone team turned to TruVizion’s network diagnostics tools to locate the problem. With a quick glance at the CMTS screen, Jeff and his team could clearly see which port was affected and then map the modems on that port to quickly identify where to dispatch a truck to investigate the trouble.




Efficient Escalation: Tech Support

Problem: Very Slow Connection

ZCorum delivers 24 x 7 technical support on behalf of a cable broadband provider on the California coast. An end user called ZCorum’s tech support line because he was unable to connect to the Internet. The representative, tech support manager Fonya Ramsey, advised a powercycle and confirmed the customer had a valid IP address. The customer could browse again, but only at a very slow speed.

Solution: Tech Support Escalates Plant Issues Immediately

Fonya can assist the customer more efficiently because TruVizion’s intuitive interface presents relevant data together in a single screen. She uses TruVizion’s Modem Diagnostics tools to review the RF statistics for the customer’s modem. A quick glance at the Modem screen shows that the Upstream SNR and Headend Receive Power are out-of-spec, alternating between warning and alert levels.