No Sync (RF) Issue Check List:

1. If the Home Address is Matched CIK Order? If APT or Condo, How many Bedroom in it? 2. If the customer is Landlord? Has any tenant in the address? If the tenant using another Cable Service in this address also? 3. On activation, if Rogers/Shaw Cable/Cogeco/Videotron Tech visited? If the Tech did anything in site and outside? If the Tech Mentioned Anything for the customer?

We need know: a.how many cable from CSE-In site? Even cx found a cable coming from CSE— Drill a Hole- Insite Room-Modem directly,without splitter, we still need cx test all the in site cable,due to we have no idea for how many cable coming from CSE to in site.usually, most of incoming cable from CSE is going to BSMT First,so, cx need test Modem in BSMT Incoming cable ,bypass the splitter ,wait for 5-10 min/.

4. Descript the Modem Light Pattern, then reboot Modem,and we need check if Modem Quality Issue?

5. Logon Modem, check the HFC MAC ID ,to see if it’s matched the Rogers Order?

6. cust need Logon Modem,get full Sync Info from:Diagnostics Page,and need write down to notes. If Sync is weak: D3 Modem can’t get all the 8 of downstream Channel and less 2-3 Upstream Channel.

If Sync is weak: power level(Down stream) over -8 dBmV.

If Sync is weak: Power Level(Up Stream) over 45 dBmV.

7. Verify the Power adapter is Matched & also make sure no power surge bars or extensions

8. Check if any Filters/ Splitter in site? If , need remove it, then Connect Cable Modem to all the Cable Jack or Cable Line directly to test. .(Each Jack need wait over 5 minutes-30Minutes(for Videotron/Shaw Cable,Cogeco wait for 10 min is enough) to see if has Sync?)

9. If it’s a House/Townhouse: How Many Cable Coming from Outside? If any Splitter installed on the Outside Cable?

10. Any changes made inside/outside house or any city constructions? If cx found in site cable cut off, then we will see if need send CIK Tech to fix it ? Home Addr shall be covered under GTA or Distance is less than 50KM from CIK Office(GTA)./Vancouver-within 30KM . cx must agree to pay the in site visit fee.(if cx argue,we can ask Field Support waive it at first time,2nd time must charge.)

11. In site Cable : Copper PIN is longer than CAPS over 1-2mm?(RG59 or RG6?)

12. Rebooted modem over 3times? Each Time need wait over 5 Minutes.

13. If Customer or Landlord has any Billing Argument of Previous Cable Service Provider?

14. If Customer or Landlord still using another Cable TV / Internet /Home Phone Service? If Yes, for House/Townhouse, Only CIK Customer found No Sync, but another Cable TV/Home Phone Service is working fine. customer tried all the Cable Jack still No Sync, we need cx test Modem to that cabel for enough timing to see if get Sync at another Cable jack?

15. Check CIK Order where is the Installation Place(Flr 1,2nd or Basement) submitted and verify with customer. If Installation location is changed,maybe caused by that in site cable of that location get issue, Tech has to sent Sync to another Location,Decision made by Rogers Tech. and if Installation is done,confirmed by Rogers,if cx need relocate cable in same house,cx must pay the fee same as new Installation.

16. Is cable line coming through Cable Jack or inside wall? With/without splitter? When test, we need cx remove all the splitter,but NOT Remove the Amplifier, then try to connect to cable jack directly to try.

17. How Many Cable Jacks or Cable Line from the Wall in the Address? need test all the Cable Jacks/Line with Modem Directly.

18. If Previous ISP is Cable Services? If Yes, when did they canceled, before CIK Activation or after CIK Activation? We will see if Rogers disconnect cable by error?

19. Currently if any one ordered or canceled another Cable Services in the same Address? Eg: Cable TV/Phone/ Internet ?

20. Need Mention the CIK Cable Policy with the customer(Rogers/Shaw Cable/Cogeco/Videotron will Charge customer If the Field Tech visited and found: 1.any in site Cable Line or Cable Jack issue. 2. another Cable Line or Cable Jack has Internet Sync. 3. customer Modem get Issue),then cust will get DMC Charge.

21 Ask customer for 3 available time in Different days after 48hrs standard with primary & secondary contact numbers .if cx missed DP, charge.but we need setup Another appointment for cx,usually it will be after 48 Hour. And we need write down the final connection as: let cx connect Modem to the same cable jack(get SYNC since activation),without splitter,keep modem power on,write down the final connection, Then keep Modem Power On,wait for Tech Visit. But, before Tech Visit, if cx found Sync I back and stable over 1 Hour,cx need call Back to CIK to cancel the Dispatch right away, or the cx will get DMC Charge .

22. Mention customers that appointment will be scheduled after 48hrs

23. If we doubt the Cable Modem has issue, suggest visit CIK Office or we need mail Another Modem for cust-new Modem will be tested in CIK office was working fine.

24. Is cable line coming through Cable Jack or from inside wall? if Cable Jack, then replace or try with another good standard co-axial cable to see if any difference? Make sure compression connector is fully tight on both sides.

25. If we did all the Testing Steps, still No Sync, we need customer connect the Cable Modem back to the Previous Cable Jack which works since activation.-if no 2nd cable service in site,pls bypass the splitter if it was installed.

DHCP Issue Check List

1. Modem Light Pattern.(Remove Ethernet Cable from Modem, then power off Modem for 5 -20minutes) ,need check the Color of each light.

(a). DCM425 Modem. (shall be Internet/Cable Link is Solid,Cable Activity/PC Link is Blinking,all be green Color) (b). DCM475&476 Modem(DCM475—Power/DS/US/Online,all Solid Green, Link—Green Blinkig. DCM476—Power—Solid Green,DS/US/Online—Solid Blue,Link—Green Blinking.) (c). Motorola 5101&5101N(Power/Receive/Send/Online—Solid Green,PC Activity—Green Blinking) (d). DCW775 Modem, Power/DS/US/ONLINE is Green Solid ON, Ethernet 1/2/3/4 is Blinking,Wifi—GreenBlinking) . (e). Motorola 6141 Modem, Power—Solid Green,DS/US is solid Blue, Online— Green Solid,Link is Blinking.) mij 2. Connect Ethernet Cable,from PC to Modem. Logon Modem, check the :HFC MAC ID is match Order or Not? 3. Logon Modem,get: “Diagnostics” Full Info including data services details.

4. Home Address matched?

5. Any Connection changes made inside ? If cx recently changed the device which was connected to Modem directly? Usually means the new Device which connect to Modem is not push own MAC ID to Modem Sucucessfully,then need cx remove Ethernet cable from Modem first, then power off Modem for 20 min at least,after 20 min later,wait for all the lights back to normal light pattern,then connect the Device to Modem by Ethernet cable,then see if working or not?

6. Rebooted modem over 6 times?

7. Before we connect Modem to PC,need turn off the wireless Function of PC, Check the PC: IPV4 Addr and DNS is Auto get IP and Auto get DNS Setting? IF NOT,CHANGE TO “AUTO” .

8. Ping 4.2.2.2(or 8.8.8.8) & 127.0.0.1 & 204.197.191.194/38.117.85.2 & www.google.ca & www.ciktel.com

9 Tracert 204.197.191.194/38.117.85.2 & www.google.ca & www.ciktel.com

10. LAN NIC MAC address

11. cmd-ipconfig/all. To see what’s IPV4 Addr/Gefault Gateway he can get? (usually is 192.168.100.* or 169.* IP, usually there is no Default Gateway ) We need get all the Info from: IPCONFIG/ALL, including Addr/Gefault Gateway,Physical Addr—from PC,….

12. Modem-PC directly, If Logon Modem, can’t go to “Diagnostics” ,need Customer remove the Coaxial Cable from Modem,power off Modem for 5 Min,then customer can enter “Diagnostics” Section, Then connect Coaxial Cable Back, then customer can get the full details of “Diagnostics”. (Not Refresh The Current Page)

13. Make Sure Customer connect Modem-PC Directly. we need do: (a) .If Modem-PC(without Coaxial Cable connected), can’t get IP like: 192.168.100.* IP,shall be Proved Modem-PC directly. If Just get 192.168.0.* or 192.168.1.* …IP, usually the customer connect PC to Router. (b) . If customer get 169.* IP. After confirmed PC Wireless Function is turned off. We also can let customer removed the coaxial cable from Modem, then reboot The Modem, wait for 5 minutes, to see if PC get : 192.168.100.* IP? If yes. Means Customer connect Modem-PC directly.

14. What O.S?

15. For new activated cx,, Rogers Tech visited on activation or not? If Connection order, if Rogers Tech Not Visited,means the Installation not Completed,we ca’t do trouble shooting with the Modem not been activated.

16. Where did Rogers/Shaw/Cogeco/Videotron tech installed the line? (modem shall connect to that Cable or Cable Jack directly)

17. Is cable line coming through wall jack or inside wall? If any Splitter installed on the cable? If yes, need remove it. Make sure compression connector is fully tight on both sides.(weak Sync.—cx not getting full Channel Locked in DS/US Section or Sync is too weak,not in the normal level.—maybe RF Issue.)

18. Is there any other wall jacks available in house? if yes, need test Modem with it. (Weak Sync).

19. Currently Address still using any Cable Internet services? If yes, that Cable Service is working or not? (weak Sync,and we can test Modem with it)

20. if customer meet Pack Loss Issue? We can do ping test on customer PC,if it already public IP address.

(a) Customer can get public IP by www.whatismyip.com –NO DHCP Issue. (b) Do ping test from CIK office and see packet loss & cutoff frequency (c) If possible try " Ping Plotter" to see any huge packet loss (d) If customer ping 127.0.0.1 and 192.168.100.1 also get pack loss? If yes, means the Ethernet Cable or Ethernet Card or PC/Modem get issue.

21. If Modem-PC directly can’t get Public IP Address, and customer has own Router or CIK Phone Box, we can let Customer do:

We must Logon backoffice,check “IP Logs”.need get the last Log with cx Own MAC ID,then need cx conncet the Modem to that Device directly by Ethernet Cable,then we need power off Modem for 20 minutes and do Hardly reset on Modem side.(Suggest not reset the wireless cable Modem.)

(a). Modem-Wireless Router-PC, via RJ45 Cable, Turn Off wireless Function of PC, To see if PC can get Public IP or Not? (b). If Modem-CIK Phone Box , wait for 5 minutes, to see if Phone Box can Registered? 22. if cx still get issue with can’t ping to CIK/Google DNS,including website,then ask cx keep modem to previous device and assign to waiting for open_DHCP.

Unstable Issue Check List:

1. TAP has Splitter or filter (if add TV Filter will caused Sync unstable sometimes).

2. CSE has Filter or Splitter.

3.RG59 Cable from outside to in site.

4.Unprofessional Cable Connection: Copper PIN is not higher than 1-2mm from the CAPS.Modem connected both side with connector or splitter.

5. in site filter or splitter.

6. Sync has Noise, too many cable connected to the CSE.

7. power adapter is not correct.

8. Modem ping 127.0.0.1 or 192.168.100.1 has Pack Loss or Pack Delay.

9. Wireless Sync is Unstable due to cx connection is Wireless.

10. Modem unstable,usually we can see it auto rebooted.

11. cust need Logon Modem,get full Sync Info from:Diagnostics Page,and need write down to notes.Sync is weak: D3 Modem can’t get all the 8 of downstream Channel and less then 2-3 Upstream Channel.

12.Sync is weak: power level(Down stream) over -8 dBmV~ 8 dBmV.

13. Sync is weak: Power Level(Up Stream) over 35-45 dBmV.

14. cable some where no metal Shield—cable is broken somewhere. Or Water dropped in it.

15. in site cable is too Long.(shall be less than 15-20 meter.),Regular Coaxial Cable Shall Be 5 Meter at most:wall jack-modem. 16.we need ask cx test Modem in different cable jack,without Splitter,then See which cable jack get better Sync,and we need write down to notes with:when Internet cut off: what’s the light status and color of Modem at that time ? If the Modem get Good Sync and when Internet cut off,all the Lights stable as Normal,then we need check if it’s Modem-Wireless Router? If yes,need cx not touch any Box,just connect Wireless Router-PC by wire,disable Wifi from PC,then see if ping wireless Router is working or not?

Then we will see if this issue caused by Wireless Router or Not? We suggest cx remove all the in site Splitter/Filter for unstable issue, If it’s no 2nd cable service at home.

17.if in site wire is Good,usually for unstable Issue,we always try to replace a stable Modem first,not suggest CIK Tech Visit.after cx exchange to new Modem Still get same weak Sync or unstable issue repeat again,then we will see If need send CIK Field Tech or open ticket to Rogers?

Pls also check: when Internet cut off, if the Modem get over-heat Issue? If yes,need cx power off Modem for 30 min then check again,and keep Modem away from another electrical device over 5 meter. If Modem always get over heat issue,we will see if need replace another Modem for cx?

Pls be noted: in APT or Condo,CIK just can exchange Modem or open ticket to Rogers(need mention DMC Policy for the cust).

Routing Issue:

1. Modem-PC directly by wire, turn off wifi, then run—IPCONFIG/ALL, cust shall get the IPV4 Addr and Default Gateway: all get public IP Addr and Default Gateway as well. And we need cx provide the IPCONFIG/ALL like with all the Info:

Ethernet adapter Local Area Connection: Connection-specific DNS Suffix . : Description ...... : realTek RTLA102e Family PCI/e/Ethernet Physical Address...... : E8-11- 32-1F-DA-F4(shall be PC Ethernet Card MAC ID) DHCP Enabled...... : Yes Autoconfiguration Enabled . . . . : Yes IP Address...... : 135.0.194.245 Subnet Mask ...... : 255.255.255.224 Default Gateway ...... : 135.0.194.225 DHCP Server ...... : 209.141.144.33 DNS Servers ...... : 204.197.191.194 38.117.85.2

Lease Obtained...... : 2013/10/5 6:08:39 Lease Expires ...... : 2013/10/5 7:08:39

And the Public IP shall belongs to CIK IP Addr Range.

2. Ping 4.2.2.2(or 8.8.8.8) & 127.0.0.1 & 204.197.191.194/38.117.85.2 & www.google.ca & www.ciktel.com

3. Tracert 204.197.191.194/38.117.85.2 & www.google.ca & www.ciktel.com And tracert to the Default Gateway. We need identify it’s a single IP Routing Issue or whole IP Block : the 29 Public IP get same issue?. Then tracert to cx’s IPV4 IP Addr,then see if get any issue as well? If ping/tracert to IPV4 Addr/Default Gateway/CIK & Google DNS all get same Issue, then we go step 5.

4. LAN NIC MAC address.

5. We must Logon backoffice,check “IP Logs”.need get the last Log with cx Own MAC ID,then need cx conncet the Modem to that Device(same as usage Log) directly by Ethernet Cable,then we need power off Modem for 20 minutes and do Hardly reset on Modem side.(Suggest not reset the wireless cable Modem.), we need try it 3 times.

Hardly Reset: use a hard PIN/toothpick insert to “Reset” Hole of Modem,then push it to the end,then you will hear a Voice as “Click” or your hand will fell it,means you can’t push it any more then holding the PIN until you found the Light:power is start Blinking the you can release the PIN. This way not only for dsl AND FIT FOR Cable Modem as well .

6. pls be noted: unless we can see one of the 30 HOPS , Shown up with:

C:\Documents and Settings\Richard>tracert 135.0.150.193 tracing route to 135.0.150.193 over a maximum of 30 hops

1 2 ms 2 ms 2 ms 204.197.188.49 2 7 ms 6 ms 6 ms 204.197.189.2 3 4 ms 4 ms 4 ms 204.197.189.169 4 9 ms 8 ms 14 ms 204.197.189.2 5 11 ms 9 ms 9 ms 204.197.189.169 6 10 ms 9 ms 7 ms 204.197.189.2 7 8 ms 10 ms 9 ms 204.197.189.169 8 7 ms 8 ms 16 ms 204.197.189.2 9 16 ms * 13 ms 204.197.189.169 10 17 ms 8 ms 11 ms 204.197.189.2 11 19 ms 18 ms 18 ms 204.197.189.169 12 22 ms 21 ms 23 ms 204.197.189.2 13 23 ms 19 ms 22 ms 204.197.189.169 14 22 ms 23 ms 24 ms 204.197.189.2 15 20 ms 19 ms 16 ms 204.197.189.169 16 37 ms 17 ms 19 ms 204.197.189.2 17 30 ms * 21 ms 204.197.189.169 18 32 ms 39 ms 32 ms 204.197.189.2 19 36 ms 29 ms 30 ms 204.197.189.169 20 27 ms 12 ms 12 ms 204.197.189.2 21 35 ms 32 ms 36 ms 204.197.189.169 22 33 ms 26 ms 25 ms 204.197.189.2 23 30 ms * 16 ms 204.197.189.169 24 24 ms 15 ms 11 ms 204.197.189.2 25 41 ms 32 ms 26 ms 204.197.189.169 26 11 ms 19 ms 44 ms 204.197.189.2 27 43 ms 41 ms 35 ms 204.197.189.169 28 31 ms 38 ms 40 ms 204.197.189.2 29 47 ms 38 ms 47 ms 204.197.189.169 30 26 ms 17 ms 16 ms 204.197.189.2

Trace complete.

After we see the 2 IP get Looped Issue since the IP was assigned out, and it’s shall be qualify The Routing Issue.

BUT,if we found the following Issue with PING result, usually it shall be CIK Internal Routing Issue not Rogers Routing Issue. PING Default Gateway: C:\Documents and Settings\Hope>ping 24.156.166.1

Pinging 24.156.166.1 with 32 bytes of data:

Reply from 204.197.190.137: TTL expired in transit. Reply from 204.197.190.137: TTL expired in transit. Reply from 204.197.190.137: TTL expired in transit. Reply from 204.197.190.137: TTL expired in transit. It’s CIK Internal Routing issue. Caused we not set the IP Block to CIK Routing table . If Routing under same POI get over 5 cx get same Issue, we checked not CIK Internal Routing Issue, then we need open all the Routing/DHCP Ticket to Rogers First, then we need open Master Ticket to Rogers Per Confirmed Level 3 Tech.

IP was Blocked Issue:

It caused by:

1. the Public IP Blocked by CIK Tech due to cx not pay off the Monthly Bill or another Bill from CIK . 2. the IP was released by another CIK cx acc, that IP was Blocked due to cx not paid off the Bill .

How can we Identify it?

When cx ping/tracert CIK DNS/Google DNS/Website: For tracert, the cx can’t see any HOPS shown up as: 10.* IP, and can’t goes to Rogers Board IP. We can’t see any 2 IP Looped Issue on tracert result. Usually, it maybe a Blocked IP.If we checked the cx has paid off the bill,we can ask Level 2 Tech unblock it.

Slow Speed Issue

1. we always need cx connect as:Modem-PC by wire,and disable wifi from PC. Check if Cable line--->Modem ---> PC (no wifi) -----> ipconfig /all?

If ip addr: 216.xx 209.xx 135.xx Go to :www.speedtest./test all the local server. And we suggest cx exchange another PC to try. Test in AM/PM/EVE,and test speed in the next 3 days.

2. Check if no Cable line---> Modem---->PC (no wifi) ----> ipconfig/all?

If ipaddr: 192.168.100.xx No sync

3. Then connect Cable line back --->Modem ---> PC (no wifi) -----> ipconfig/all?

If ip addr: 216.xx 209.xx 135.xx

4. Turn off P2P, remove router, other downloading/watch Movie softwares, other computers, iptv box(Wireless Cable Modem)

5. Try setting LAN card speed to 100Mbps/Half duplex & Auto

6. Using speedtest.net & speakeasy.net check speed at different time levels (AM, PM, MID & EVE)

7. check power adapter.

8. Check all the Sync Details .-Diagnostic page.-if weak Sync Issue?

9. Check if any filter or splitter issue .

10. Try to find if another cable line available in house to test speed.-if weak Sync Issue?

11. Find out if its rush hour issue or all time slow speed issue. And need know: if it’s wire connection slow speed or wireless slow speed issue? CIK just need test speed by Modem-PC directly by Ethernet Cable. 12. Ping google.ca –n for 100 packet 13.if Modem -PC,by Wire,then need ping 127.0.0.1 and ping to 192.168.100.1,to see if get any delay or Pack loss. Run: IPCONFIG/ALL, and do PING/Tracert to: CIK DNS and www.ciktel.com, also need ping/tracert to:8.8.8.8 and www.google.ca. Write down all the Info to notes. Then we will see it’s Modem Issue or connection Issue.

Provisioning (10.xx.xx.xx)

1. Modem Light Pattern.

2. Rogers Tech visited on activation or not? We need check with Rogers to see if the Installation has been completed or not?

3. HFC MAC ID from inside modem. then we need check if the Modem Info matched the Rogers Order or not?

4. Diagnostics complete including data services details

5. Power adapter shall be match.

6. LAN NIC MAC address(if cx set static IP/DNS on NIC)

7.Modem-PC by wire,run-- Ipconfig/all. Need get IPV4 Addr and Default Gateway. If cx IPV4 Addr & Default Gateway all start with: 10.*.*.*,and Modem Info matched Rogers Order,and Installation has Completed,Home Addr Matched as well,Then the issue matched Provisioning Issue.

8．What O.S?

9. Inform cx it's about 24-48Hr of time would be required get reply from Rogers.

Miscellaneous Issue.

Mean the issue is not regular issue. Most of them we can use it for burry the Temporary Rogers cable under Ground.

For Burry The Rogers Temporary Cable under Ground ,after we Assigned the Ticket to Rogers,they will assigned it to Burry Team, Burry Team will take the permission from local Government/Community , after that,they will prepare all the necessary tools, material,Set a schedule with wiring Tech,then will process the work,usually,it will take 3-4 Month if it’s not a Area Issue.