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/Rogers Cable. 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 Yes, 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).Montreal/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,free 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.