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service representatives can solve the problem over the telephone This eliminates the on-site service call Many system operators provide training for their technicians, A certi cation for example, which includes a working knowledge of PCs with emphasis on the computer input /output control functions Servicing at the customer level is extremely important in keeping connects and disconnects to a minimum Remember that there is competition with some telco operators, which are also offering video, voice, and data services
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The importance of the subscriber interconnection to the cable system is stressed in this chapter Without a proper connection, communication and services between the subscriber and the system will be compromised Cable operators are becoming very aware of the importance of the subscriber drop in providing quality of service (QOS) to the consumer This, in part, has been learned from the telephone companies, which regarded QOS of extreme importance for many years Only during extreme disastrous weather conditions or highway accidents did an interruption of telephone service occur Most cable operators are aware of the importance service quality has in obtaining and keeping subscribers connected The service drop in comparison to the rest of the cable plant is very fragile Metallic corrosion, ice, moisture, and the forces of wind over time affect the quality of the drop and hence subscriber service Cable operators should examine the subscriber drop and measure and record signal levels every time a technician calls at a subscriber s home for whatever reason Proper grounding and bonding procedures are very important to protect the drop from power and lightning problems The set-top terminal is the device that the subscriber uses to interact with the cable system All requests for service and the service signals pass through this device The complexity of this device varies from system to system Even after a number of years, many systems are still using standard selectable set-top converters Modern systems that have upgraded to high-speed digital bidirectional systems use sophisticated set-top devices that contain memory for storing ordered programs to be viewed at the subscriber s discretion Also, the set-top device performs the decoding or descrambling function, which is an integral portion of signal security Signal-security methods vary from the very fundamental pro-
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cess of signal trapping (denial) of nonsubscribed signals, such as premium programming This method is expensive because nonpremium program subscribers had to have a pole-mounted trap installed Signal-security methods improved to a scrambling/descrambling method usually employing an addressable converter The scrambling process is performed on a channel-by-channel basis at the headend The subscriber s converter is directed by the data received from the headend to unscramble the proper channel Many large system operators use even more sophisticated methods for encoding and decoding program channels Because many such systems offer analog programming as well as digital programming, different methods for each are employed Recognize that the subscriber-to-system interface is extremely important It is at this point the customer has face-to-face contact with a cable system installer or a maintenance technician Telephone company installers were a well-mannered and professionally trained group who usually created a good impression of the company to the customer They set a good example for the cable companies
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1 Identify the point for a cable drop where the signal level should be rst measured 2 Identify the point inside a subscriber s home where the signal level should be measured 3 Where is the place in a subscriber s service drop that an electrical surge protector should be placed 4 List in order the points in a subscriber s service drop that should be inspected for proper installation quality 5 If the signal level is low at the ground block, describe the next step in the troubleshooting procedure 6 If a proper signal level is observed at the ground block and it is low at the converter or set-top terminal, where would be the most likely place to check 7 If an underground drop from a pole to a subscriber s house indicates it has been cut (no signal at ground block), what should be the repair procedure
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