The Business of Broadband

As any technical support representative can tell you, it’s not always easy to get a customer to share the information needed to troubleshoot their problem. It’s not that they’re being purposefully difficult, they just may not be technically savvy enough to find the information and then relay it to the technician correctly.

I mean, how many Internet users do you know that can call up the command prompt in Windows, run ipconfig and rattle off their IP address without a little coaching? Not very many, right?

And we, as Internet service providers, shouldn’t really expect them to.

Stop Playing “20 Questions”
Rather than playing a game of “20 Questions” and quizzing your customers to figure out their symptoms, wouldn’t it be better if you could just see their symptoms and jump right into troubleshooting?

That’s where TruVizion comes in. TruVizion is a data analytics application that helps cable providers see into their plant from the CMTS all the way down to the modem and connected CPE devices.

Skip Straight to the Answers
TruVizion helps tech support representatives identify problems more quickly by eliminating the need to ask the customer about their symptoms or walk them through steps to find and relay information about their connection.

Simply by viewing the customer’s modem status screen, a tech support representative can see if the modem is online or offline, if it’s getting an IP address and what that address is. They can also view connected devices recognized by the modem, see up to 90-days of RF history for the customer, and view the modem logs.

If necessary, the technician can use TruVizion to ping the modem, reset the modem remotely, or even perform loop diagnostics to troubleshoot VoIP problems.

By being able to see devices connected to the modem, the technician can determine if routers or other equipment may be contributing to the problem. If the technician confirms the modem is online, has an IP address and that other devices are not interfering, additional information on the modem status screen can aid in further troubleshooting.

For example, viewing the modem logs and RF history can help the technician locate problems in the cable plant. Viewing a map of other customers on the same port will also help determine if just one customer is affected, or if multiple customers are experiencing the same problem. If that’s the case, then  the information TruVizion presents can be used to escalate the problem to a field technician for faster repair.

See TruVizion in Action
For more information on the ways TruVizion can help tech support representatives troubleshoot real customer issues, check out this Case Study or visit TruVizion.com.