This course takes the knowledge gained in the Jones/NCTI course Delivering Cable Services and applies it to troubleshooting video, Internet, and telephony service with customers via the phone. The student will learn how to bring a logic-based approach to the troubleshooting process that includes the following steps: identifying the problem, analyzing the symptoms, isolating the problem area, diagnosing the cause, resolving the problem, and verifying the resolution. Additionally, the student will gain a thorough understanding of the activities and processes followed by the technician at the time of initial installation of the drop system, including interconnection between devices.



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