Hughes Net Quiz

Create an image of a technician assisting a customer at a Hughes Net service center, with a technician pointing to a service plans board and a laptop displaying internet connection issues, bright and professional atmosphere.

Hughes Net Knowledge Quiz

Test your knowledge on Hughes Net support processes with our engaging quiz! This quiz is designed for those in the tech support field to ensure they are familiar with the company's maintenance plans, troubleshooting steps, and communication with customers.

7 immersive multiple-choice questions
Assess your understanding of Hughes Net services
Enhance your problem-solving skills in real-world scenarios

7 Questions2 MinutesCreated by SolvingTech127

1.-Mike is calling from a BP gas station at 10am. Mike is requesting a dispatch but he wants to know if FST can be onsite at 10pm; Mike stated he has a Continuous Maintenance Plan. We confirmed the response time is 4hrs. What would be your advice?

A) Advise Mike FST can be onsite at 10pm as the Continuous Maintenance Plan include 24hrs (00:00 - 24:00) coverage from Monday to Sunday. Also inform the customer about ETA notification of 2 hours, where he can request tech to arrive at 10PM.

B) Advise Mike FST can be onsite at 10pm as the Continuous Maintenance Plan include 18hrs (06:00 – 24:00) coverage from Monday to Sunday.

C) Advise Mike FST can NOT be onsite at 10pm as the Continuous Maintenance Plan include 12hrs (09:00 – 17:00) coverage from Monday to Sunday.

2.-Roger from Sherwin Williams called in requesting a dispatch. He stated that the Hughes box (HN7700SR) is not working. He need the device replaced today. You check the maintenance plan and informed Roger that the FST will be there on Monday since the maintenance plan coverage doesn't include Saturdays and Sundays. You also offer to expedite but the customer refuses to pay the $300 USD charge. What maintenance plan does Roger have?

A) Continuous Maintenance

B) Extended 18 x 7 Maintenance

C) Next Business Day Maintenance

3.-Michael went to have lunch at Denny’s. He called because he was unable to connect to the Wi-Fi network. You confirmed no issues with transport and there were 4 users connected to the AP. You also confirmed Michael did not have the Wi-Fi enabled. Select the appropriate troubleshooting steps.

A) - Have customer open the settings on their mobile device and confirm that Wi-Fi is enabled. - Open a browser that should display the splash page. - Accept the terms and conditions. - Inform Michael if device run with MAC OS he won't be able to connect to Wi-Fi

B) - Have customer open the settings on their mobile device and confirm that Wi-Fi is enabled. Also, confirm that the customer is able to view the store's SSID (Dennys_Guest_WIFI). - Open a browser that should display the splash page. - Accept the terms and conditions. - Browse the web.

C) - Have customer open the settings on their mobile device and confirm that Wi-Fi is enabled. - Open a browser that should display the splash page. - Browse the web.

4.-You receive a Conoco Phillips (Phillips 66) ticket with a pending customer confirmation status. You confirmed WWTS Tech replaced HR4700 and site has been stable for 48hrs. MOD confirmed site was operational. Previous agent requested the site status and approval for closure through the ticketing system 24hrs. Ago but no update is available. What would be the next step?

A) Call the help desk, confirmed site status and request approval for closure.

B) Call the site, confirmed site status and request approval for closure.

C) Agent to document/update ticket and put into Pending Customer Confirmation (no other status permitted).Do NOT call customer Helpdesk.

5.-You receive a ticket reporting intermittent connectivity issues. The site has a HR4700. What would be the troubleshooting steps for that device using NMP?

A) - Verify Transport, cables, LEDs- Verify with customer HD if POS is the issue. Ask if POS recently Reset/Rebooted POS- Confirm Active QoS (Core 2) working. (Verify Active QoS/Core 2 is Green in UB EMS)- Run speed test- Go to NMP > Run continuous Ping (Ping 100x) > Check for No Replies > Check for Packet Loss and response time- Reboot- If transactions still failing reconcile the HR4700- If issue persists, escalate to next level support.

B) - Verify Transport, cables, LEDs- Run a speed test- Confirm service plan- Go to TBD tool > Run All Available Checks > Check for issues- If TBD receives error, reference TBD Tool KB- Verify ActiveQoS stable (Login to ActiveQoS/Core 2 LUI). See Performance Related Issues- If issue persists, escalate to NE

C) - Verify Transport. See (NMP) KB - Confirm cables securely and correctly plugged in without damages - Check LED's - Go to NMP > Run continuous Ping (Ping 100x) > Check for No Replies > Check for Packet Loss and response time - In NMP, check for alarms/alerts messages. If so, diagnose or escalate to next level support - If issue persists, notate in case, the problem and all troubleshooting steps taken > Escalate to next level support

6.-Susan called in reporting not having internet connection. She informed power light on Modem (HT1100) is red. What troubleshooting step will resolve the issue?

A) - Check Ethernet connections confirming connected to destination device- If corresponding LEDs of connected ports off for extended time period, escalate to NE

B) - Confirm correct power supply and connections properly configured- Escalate to NE.

C) - Turn terminal off for 15 minutes, verify the device is in a ventilated area and check temperature of the room- Remove dust using a compressed air can- Confirm the HT1100 is in a vertical position and no other devices are blocking the vents- Plug the device back into the wall outlet. If issue remains, educate the customer on 180 degrees threshold and dispatch to replace the HT1100.

7.-Samantha from KFC called in to check why WWTS Tech has not arrived. You check FST notes and a stop code “STOP02 – PART WAIT” was assigned to the FSO. What would you advise Samantha?

A) Service Call delayed due to Tech awaiting replacement part delivery.

B) Service Call delayed due to severe weather.

C) Service Call delayed due to Customer Supported Part - Not covered by Maintenance agreement.

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