The Business of Broadband

Most TruVizion users are quite familiar with the Modem Dashboard that allows you to view a summary of all the data related to a modem on a single screen. But, TruVizion also includes a CMTS Dashboard that allows you to view a summary of the entire network.

It’s here that you can keep an eye on offline modems (among other things, but we’ll save that for a later post) and be ready to respond when an outage occurs.

TruVizion Helps You Monitor Offline Modems
The CMTS Dashboard contains a Modem Status pane that displays the total number of modems online, offline and ranging. The pane also lists this information by port, with the worst-performing ports listed first.

With a quick glance at this pane, you can tell if you’re experiencing an outage. But first, it’s important to understand the normal range of offline modems in your network.

Not All Offline Modems Represent an Outage
In the networks ZCorum monitors, it is common for 1 – 3% of modems to be offline. Usually this level of offline modems can be attributed to customers turning off their modems while away on vacation, or to conserve energy. When you know what level of offline modems is normal for your network, you’ll be better equipped to identify and respond to outages.

View a list of all offline modems in the network, or view the list by port. This report also notes the 24-hour uptime, the number of times online and authorization status, and offers a link to view offline modems on a map.

Respond to the Outage Before Your Customers Call
When you cross the threshold of normal offline modems, your call center may get hit with multiple calls to report the same outage. You can use the offline modem reports in TruVizion to map the areas affected by the outage, plan truck rolls and initiate repairs.

Your customer service representatives can also use the information from the mapped offline modems to tell customers in the affected areas that you are aware of the problem and that your engineers and technicians are working to restore service.

See TruVizion in Action
For more information on the ways TruVizion can help you better handle outages by identifying and locating them more quickly, please call 1-800-909-9441 to request a demonstration.