iTwtCnsx

1{
2  "GetKnowledgeBaseTextDetailsResponse": {
3    "success": {
4      "knowledgebaseDetails": [
5        {
6          "reference": "C000039m",
7          "text": "TV Event Log"
8        },
9        {
10          "reference": "C000039n",
11          "text": "WiFi Setup"
12        },
13        {
14          "reference": "G000001a",
15          "text": "Online Time"
16        },
17        {
18          "reference": "G000001b",
19          "text": "Although cable modems and set top boxes are built to remain online most of the time, we have found that without an occasional reboot they can act a bit strange."
20        },
21        {
22          "reference": "G000001c",
23          "text": "Let's go ahead and restart this device as it has been online for over a month straight."
24        },
25        {
26          "reference": "G000001d",
27          "text": "If there is an updated version of the device's software, it will take a little longer to start up while it is installed."
28        },
29        {
30          "reference": "G000001e",
31          "text": "If the WiFi channel is set to Auto, then the device will also search out the best one to connect to while it is starting up."
32        },
33        {
34          "reference": "G000002a",
35          "text": "Partial Service"
36        },
37        {
38          "reference": "G000002b",
39          "text": "Let's make sure the power levels to the device are correct, upstream Tx power is the primary cause of partial service in the upstream."
40        },
41        {
42          "reference": "G000002c",
43          "text": "If the modem power levels are fine, keep an eye out for SNR levels being low, or errors being high."
44        },
45        {
46          "reference": "G000002d",
47          "text": "Check out the Network page for any open degraded performance faults, as these may be the cause of a modem being in partial service mode."
48        },
49        {
50          "reference": "G000002e",
51          "text": "If the network is clear, try restarting the device. Sometimes modems get stuck in partial mode after a fault has been cleaned up."
52        },
53        {
54          "reference": "G000003a",
55          "text": "Upstream TX Power"
56        },
57        {
58          "reference": "G000003b",
59          "text": "If the downstream RX power is also out of spec, sort that out first as it may be the cause of this upstream TX power issue."
60        },
61        {
62          "reference": "G000003c",
63          "text": "If the drop cable is connected to the wrong tap at the cabinet it will make achieving the correct downstream and upstream levels very difficult. So let's make sure it's right before trying anything else!"
64        },
65        {
66          "reference": "G000003d",
67          "text": "Let's rule out a network alignment issue by checking the levels at the cabinet. If they are out of spec there, then escalate it to the network team."
68        },
69        {
70          "reference": "G000003e",
71          "text": "Let's rule out issues between the cabinet and premise. If the level is out of spec at the ETB, then check for damaged cables, corroded connecters or old passives."
72        },
73        {
74          "reference": "G000003f",
75          "text": "If all of the connectors, cables and passives are looking good at the ETB and the cabinet then there could be a problem with the drop cable."
76        },
77        {
78          "reference": "G000003g",
79          "text": "If a HDU is installed, is the upstream TX power in spec for all of the ports, if not it could be a faulty HDU"
80        },
81        {
82          "reference": "G000003h",
83          "text": "Once the external cabling has been ruled out, then let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
84        },
85        {
86          "reference": "G000003i",
87          "text": "Don't forget, there could be attenuators and equalisers installed at various points in the home. If they go faulty, it will impact the upstream Tx power levels, so replace them as needed."
88        },
89        {
90          "reference": "G000003j",
91          "text": "If all looks great but the levels are still low, consider the set up as a whole. Does it need a HDU?"
92        },
93        {
94          "reference": "G000004a",
95          "text": "Upstream Channel SNR"
96        },
97        {
98          "reference": "G000004b",
99          "text": "If the device SNR is more than 3dB lower than the upstream channel, then this indicates there are issues at the premise which should be tackled regardless of any network issues."
100        },
101        {
102          "reference": "G000005a",
103          "text": "Upstream CM SNR"
104        },
105        {
106          "reference": "G000005b",
107          "text": "If the upstream Tx power is low it will make the device more susceptible to impairments in the premise set up. Sort out any level issues first before tackling this SNR issue."
108        },
109        {
110          "reference": "G000005c",
111          "text": "Let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
112        },
113        {
114          "reference": "G000005d",
115          "text": "If all looks good at the ETB and the level is still low, then let's rule out the drop cable by checking the SNR level at the tap port."
116        },
117        {
118          "reference": "G000005e",
119          "text": "If the SNR level is low at the cabinet then it could be a faulty tap port, try another port of similar value. Report your findings to the network team ."
120        },
121        {
122          "reference": "G000006a",
123          "text": "ASM is Active"
124        },
125        {
126          "reference": "G000006b",
127          "text": "ASM is a network level protection mechanism, which allows the upstream to adjust it's modulation when too many impairments are present."
128        },
129        {
130          "reference": "G000006c",
131          "text": "The customer will not see any impact to their service unless the upstream bandwidth utilisation becomes excessively high."
132        },
133        {
134          "reference": "G000006d",
135          "text": "Check the Network page of the app, if these impairments are being tackled you should find an open degraded service ticket."
136        },
137        {
138          "reference": "G000006e",
139          "text": "If the Network page is clear, check the Einstein page for any Performance or Congestion scores in the NOW tab."
140        },
141        {
142          "reference": "G000006f",
143          "text": "If there are no Performance or Congestion scores on the NOW tab, then ASM is not causing any impact to the customer. Have a conversation with them to ascertain  in more detail the nature of their issue and look for other parameters which may explain things."
144        },
145        {
146          "reference": "G000007a",
147          "text": "Correctable Codeword Errors"
148        },
149        {
150          "reference": "G000007b",
151          "text": "This is calculated from a counter, so a high percentage can be present due to issues which have come and gone, so you may not be able to fix it."
152        },
153        {
154          "reference": "G000007c",
155          "text": "Let's check the Einstein page to see if this is something you need to tackle."
156        },
157        {
158          "reference": "G000007d",
159          "text": "If you see any Performance scores on either the NOW or THEN tabs, then the issue has occurred in the last 7 days. Let's make sure we find the cause before leaving the customer."
160        },
161        {
162          "reference": "G000007e",
163          "text": "Check the wording of the Einstein score, if the issue is affecting multiple customers, then it's best to check the Network page of the app before escalating to the network team if you need to."
164        },
165        {
166          "reference": "M200054",
167          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz WiFi band"
168        },
169        {
170          "reference": "M200055",
171          "text": "At least one WiFi device could perform better on the 5GHz WiFi band"
172        },
173        {
174          "reference": "M200056",
175          "text": "Multiple WiFi devices could perform better on the 5GHz WiFi band"
176        },
177        {
178          "reference": "M200057",
179          "text": "At least one V6 box would perform better on the 5GHz band but some improvements need to be made to the in home network first"
180        },
181        {
182          "reference": "M200058",
183          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz band but some improvements need to be made to the in home network first"
184        },
185        {
186          "reference": "M200059",
187          "text": "At least one WiFi device would perform better on the 5GHz band but some improvements need to be made to the in home network first"
188        },
189        {
190          "reference": "M200060",
191          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
192        },
193        {
194          "reference": "M200061",
195          "text": "At least one V6 box would perform better on the 5GHz band but some improvements need to be made to the in home network first"
196        },
197        {
198          "reference": "M200062",
199          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz band but some improvements need to be made to the in home network first"
200        },
201        {
202          "reference": "M200063",
203          "text": "At least one WiFi device would perform better on the 5GHz band but some improvements need to be made to the in home network first"
204        },
205        {
206          "reference": "M200064",
207          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
208        },
209        {
210          "reference": "M200065",
211          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
212        },
213        {
214          "reference": "M200066",
215          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
216        },
217        {
218          "reference": "M200067",
219          "text": "At least one WiFi device could perform better using a wired connection. This would also improve overall WiFi performance"
220        },
221        {
222          "reference": "M200068",
223          "text": "Multiple WiFi devices could perform better using a wired connection. This would also improve overall WiFi performance"
224        },
225        {
226          "reference": "M200069",
227          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
228        },
229        {
230          "reference": "M200070",
231          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
232        },
233        {
234          "reference": "M200071",
235          "text": "At least one WiFi device could perform better using a wired connection. This would also improve overall WiFi performance"
236        },
237        {
238          "reference": "M200072",
239          "text": "Multiple WiFi devices could perform better using a wired connection. This would also improve overall WiFi performance"
240        },
241        {
242          "reference": "NA"
243        },
244        {
245          "reference": "NA"
246        },
247        {
248          "reference": "NA"
249        },
250        {
251          "reference": "NA"
252        },
253        {
254          "reference": "NA"
255        },
256        {
257          "reference": "NA"
258        },
259        {
260          "reference": "NA"
261        },
262        {
263          "reference": "NA"
264        },
265        {
266          "reference": "NA"
267        },
268        {
269          "reference": "NA"
270        },
271        {
272          "reference": "NA"
273        },
274        {
275          "reference": "NA"
276        },
277        {
278          "reference": "NA"
279        },
280        {
281          "reference": "NA"
282        },
283        {
284          "reference": "NA"
285        },
286        {
287          "reference": "NA"
288        },
289        {
290          "reference": "T0000012",
291          "text": "The upstream has been re-configured to protect the data travelling over it. This has reduced the capacity of the upstream. Only if the upstream utilisation percentage is high then contact Networks for advice."
292        },
293        {
294          "reference": "T0000012",
295          "text": "Slow but steady!"
296        },
297        {
298          "reference": "T000001a",
299          "text": "Be aware!"
300        },
301        {
302          "reference": "T000001b",
303          "text": "This channel is towards the lower end of the spectrum. So make extra sure that all cables are well made and without kinks, also that all connectors are tight and do not show age or corrosion."
304        },
305        {
306          "reference": "T000002a",
307          "text": "Oops Too High!"
308        },
309        {
310          "reference": "T000002b",
311          "text": "The upstream Tx power is too high. This will cause intermittent connectivity issues and cause bonded devices to drop into partial mode, giving poor performance. The desired levels are between 33dbmv and 51dbmv"
312        },
313        {
314          "reference": "T000003a",
315          "text": "Oops Too Low!"
316        },
317        {
318          "reference": "T000003b",
319          "text": "The upstream Tx power is too low. This will cause the device to perform poorly on noisy upstreams generating errors more rapidly than higher transmitting devices. The desired levels are between 33dbmv and 51dbmv"
320        },
321        {
322          "reference": "T000004a",
323          "text": "Oops Too Low!"
324        },
325        {
326          "reference": "T000004b",
327          "text": "The upstream Tx power is too low. This will cause the device to perform poorly on noisy upstreams generating errors more rapidly than higher transmitting devices. The desired levels are between 31dbmv and 51dbmv"
328        },
329        {
330          "reference": "T000005a",
331          "text": "Oops Too Low!"
332        },
333        {
334          "reference": "T000005b",
335          "text": "The Upstream Channel SNR is too low, the desired level is >25db"
336        },
337        {
338          "reference": "T000006a",
339          "text": "Oops Too Low!"
340        },
341        {
342          "reference": "T000006b",
343          "text": "The Upstream Channel SNR is too low, the desired level is >28db"
344        },
345        {
346          "reference": "T000007a",
347          "text": "Oops Too Low!"
348        },
349        {
350          "reference": "T000007b",
351          "text": "The Upstream Channel SNR is too low, the desired level is >31db"
352        },
353        {
354          "reference": "T000008a",
355          "text": "Oops Too Low!"
356        },
357        {
358          "reference": "T000008b",
359          "text": "The Upstream Channel SNR is too low, the desired level is >25db"
360        },
361        {
362          "reference": "T000009a",
363          "text": "Oops Too Low!"
364        },
365        {
366          "reference": "T000009b",
367          "text": "The Upstream Channel SNR is too low, the desired level is >28db"
368        },
369        {
370          "reference": "T000010a",
371          "text": "Oops Too Low!"
372        },
373        {
374          "reference": "T000010b",
375          "text": "The Upstream Channel SNR is too low, the desired level is >31db"
376        },
377        {
378          "reference": "T000011a",
379          "text": "Slow but steady!"
380        },
381        {
382          "reference": "T000011b",
383          "text": "The upstream has been re-configured to protect the data travelling over it. This has reduced the capacity of the upstream. Only if the upstream utilisation percentage is high then contact Networks for advice."
384        },
385        {
386          "reference": "T000013a",
387          "text": "A bit busy?"
388        },
389        {
390          "reference": "T000013b",
391          "text": "This upstream is really busy, if this persists the service will slow down over time. Check the Einstein and Network pages for any congestion issues."
392        },
393        {
394          "reference": "T000014a",
395          "text": "Your Late!"
396        },
397        {
398          "reference": "T000014b",
399          "text": "Something's causing control messages to fail, a small number is expected but too many and the device will reboot."
400        },
401        {
402          "reference": "T000015a",
403          "text": "A little wobbly?"
404        },
405        {
406          "reference": "T000015b",
407          "text": "Too many control messages have been missed so the device has rebooted itself. Check the Einstein page to see if this is causing an impact to the service."
408        },
409        {
410          "reference": "T000016a",
411          "text": "Phew! Almost lost it."
412        },
413        {
414          "reference": "T000016b",
415          "text": "The CMTS is currently fixig data from this device as it is arriving slightly damaged. If this percentage gets excessively high then data may begin to fail and impact the customer's service."
416        },
417        {
418          "reference": "T000017a",
419          "text": "Ouch that smarts!"
420        },
421        {
422          "reference": "T000017b",
423          "text": "Data is being damaged in transit to the CMTS. This will cause the connection to slow as data must be sent again. The UCER rate should be <1%."
424        },
425        {
426          "reference": "T000018a",
427          "text": "Oops Too Low!"
428        },
429        {
430          "reference": "T000018b",
431          "text": "Something is impairing the signals to the premise, this can cause slow downloads or intermittent TV. The recommended level is >34dB."
432        },
433        {
434          "reference": "T000019a",
435          "text": "Oops Too Low!"
436        },
437        {
438          "reference": "T000019b",
439          "text": "Something is impairing the signals to the premise, this can cause slow downloads or intermittent TV. The recommended level is >29dB."
440        },
441        {
442          "reference": "T000020a",
443          "text": "Oops too high!"
444        },
445        {
446          "reference": "T000020b",
447          "text": "The downstream RX power is too high, this can cause intermittent connections and poor performance. The power level should be between -6dbmv and +10dbmv"
448        },
449        {
450          "reference": "T000021a",
451          "text": "Oops Too Low!"
452        },
453        {
454          "reference": "T000021b",
455          "text": "The downstream RX power is too low, this can cause intermittent connections and poor performance. The power level should be between -6dbmv and +10dbmv"
456        },
457        {
458          "reference": "T000022a",
459          "text": "Oops Too High!"
460        },
461        {
462          "reference": "T000022b",
463          "text": "The downstream RX power is too high, this can cause intermittent connections and poor performance. The power level should be between -11dbmv and +5dbmv"
464        },
465        {
466          "reference": "T000023a",
467          "text": "Oops Too Low!"
468        },
469        {
470          "reference": "T000023b",
471          "text": "The downstream RX power is too low, this can cause intermittent connections and poor performance. The power level should be between -11dbmv and +5dbmv"
472        },
473        {
474          "reference": "T000024a",
475          "text": "Oops Too Low!"
476        },
477        {
478          "reference": "T000024b",
479          "text": "The SNR level should be above 34dB. The current level could cause errors and degrade the customer's TV service"
480        },
481        {
482          "reference": "T000025a",
483          "text": "Oops Too Low!"
484        },
485        {
486          "reference": "T000025b",
487          "text": "The SNR level should be above29dB. The current level could cause errors and degrade the customer's TV service"
488        },
489        {
490          "reference": "T000026a",
491          "text": "Ouch that smarts!"
492        },
493        {
494          "reference": "T000026b",
495          "text": "These packets have been damaged on their way to the Set Top box. High numbers of these will cause the picture to freeze and glitch. Continually high levels indicate a problem with the physical connection or network."
496        },
497        {
498          "reference": "T000027a",
499          "text": "Shhh, I'm asleep!"
500        },
501        {
502          "reference": "T000027b",
503          "text": "This tuner is either in standby or malfunctioning. Try recording multiple live shows to see if it wakes up, before refreshing the app."
504        },
505        {
506          "reference": "T000028a",
507          "text": "Something's up!"
508        },
509        {
510          "reference": "T000028b",
511          "text": "The tuner has failed to start, this will limit the capabilities of the Set Top box."
512        },
513        {
514          "reference": "T000029a",
515          "text": "Oops, too high!"
516        },
517        {
518          "reference": "T000029b",
519          "text": "The input level to this tuner is too high. The desired level is between -6dbmv and +10dbmv"
520        },
521        {
522          "reference": "T000030a",
523          "text": "Oops, too low!"
524        },
525        {
526          "reference": "T000030b",
527          "text": "The input level to this tuner is too low. The desired level is between -6dbmv and +10dbmv"
528        },
529        {
530          "reference": "T000031a",
531          "text": "Oops, too high!"
532        },
533        {
534          "reference": "T000031b",
535          "text": "The input level to this tuner is too high. The desired level is between -11dbmv and +5dbmv"
536        },
537        {
538          "reference": "T000032a",
539          "text": "Oops, too low!"
540        },
541        {
542          "reference": "T000032b",
543          "text": "The input level to this tuner is too low. The desired level is between -11dbmv and +5dbmv"
544        },
545        {
546          "reference": "T000033a",
547          "text": "Where is it now?"
548        },
549        {
550          "reference": "T000033b",
551          "text": "The TV tuner was unable to establish a connection with the transport stream that contains this channel."
552        },
553        {
554          "reference": "T000034a",
555          "text": "Something's up!"
556        },
557        {
558          "reference": "T000034b",
559          "text": "The data being sent to the tuner is being slightly damaged when travelling through the network."
560        },
561        {
562          "reference": "T000035a",
563          "text": "Shhh! I'm sleeping?"
564        },
565        {
566          "reference": "T000035b",
567          "text": "The Set Top box is in standby so you won't get much out of it until you wake it up."
568        },
569        {
570          "reference": "T000036a",
571          "text": "Something's up!"
572        },
573        {
574          "reference": "T000036b",
575          "text": "The smart card for this Set Top box is not set up correctly."
576        },
577        {
578          "reference": "T000037a",
579          "text": "I've failed!"
580        },
581        {
582          "reference": "T000037b",
583          "text": "The hard drive in this device is reporting problems."
584        },
585        {
586          "reference": "T000038a",
587          "text": "Feeling toasty!"
588        },
589        {
590          "reference": "T000038b",
591          "text": "This TiVo box is getting too hot, this can lead to performance and reliability issues."
592        },
593        {
594          "reference": "T000039a",
595          "text": "Someone loves telly!"
596        },
597        {
598          "reference": "T000039b",
599          "text": "The hard disk on this TiVo is pretty full, it might be worth clearing some old shows out."
600        },
601        {
602          "reference": "T000040a",
603          "text": "WiFi is disabled"
604        },
605        {
606          "reference": "T000040b",
607          "text": "This feature stops the WiFi and router functions of our device from working."
608        },
609        {
610          "reference": "T000041a",
611          "text": "It's good to share?"
612        },
613        {
614          "reference": "T000041b",
615          "text": "Other Virgin customers may be using this hotspot. If you are getting issues with WiFi performance try turning it off temporarily. Just don't forget to turn it back on afterwards!"
616        },
617        {
618          "reference": "T000042a",
619          "text": "Missing out?"
620        },
621        {
622          "reference": "T000042b",
623          "text": "By opting out of WiFi Sharing you cannot take advantage of free WiFi when you are out and about."
624        },
625        {
626          "reference": "T000043a",
627          "text": "Let's go further!"
628        },
629        {
630          "reference": "T000043b",
631          "text": "For the best coverage as well as being compatible with all WiFi devices, we recommend using the 2.4 GHz band on this Superhub."
632        },
633        {
634          "reference": "T000044a",
635          "text": "Let's go further!"
636        },
637        {
638          "reference": "T000044b",
639          "text": "The 2.4 GHz band gives a longer range but at lower WiFi speeds."
640        },
641        {
642          "reference": "T000045a",
643          "text": "Let's go faster!"
644        },
645        {
646          "reference": "T000045b",
647          "text": "The 5 GHz band gives the highest WiFi speeds but over a shorter range."
648        },
649        {
650          "reference": "T000046a",
651          "text": "Not quite?"
652        },
653        {
654          "reference": "T000046b",
655          "text": "For the right balance between compatibility and performance we recommend using ?up to 144 Mbps?."
656        },
657        {
658          "reference": "T000047a",
659          "text": "Not quite?"
660        },
661        {
662          "reference": "T000047b",
663          "text": "For the right balance between compatibility and performance we recommend using ?up to 144 Mbps?."
664        },
665        {
666          "reference": "T000048a",
667          "text": "Not quite?"
668        },
669        {
670          "reference": "T000048b",
671          "text": "For the right balance between compatibility and performance we recommend using ?up to 450 Mbps?."
672        },
673        {
674          "reference": "T000049a",
675          "text": "Not quite?"
676        },
677        {
678          "reference": "T000049b",
679          "text": "For the right balance between compatibility and performance we recommend using ?up to 600 Mbps?."
680        },
681        {
682          "reference": "T000050a",
683          "text": "Not quite?"
684        },
685        {
686          "reference": "T000050b",
687          "text": "For the right balance between compatibility and performance, we recommend using the 20/40 MHz bandwidth setting."
688        },
689        {
690          "reference": "T000051a",
691          "text": "Not quite?"
692        },
693        {
694          "reference": "T000051b",
695          "text": "For the right balance between compatibility and performance, we recommend using the 20/40 MHz bandwidth setting."
696        },
697        {
698          "reference": "T000052a",
699          "text": "Play it safe?"
700        },
701        {
702          "reference": "T000052b",
703          "text": "This is not the most secure encryption our device supports.  We recommend using ?WPA2-PSK?"
704        },
705        {
706          "reference": "T000053a",
707          "text": "Not Quite?"
708        },
709        {
710          "reference": "T000053b",
711          "text": "For the right balance between compatibility and performance we recommend using the 802.11 b/g/n standards."
712        },
713        {
714          "reference": "T000054a",
715          "text": "Not Quite?"
716        },
717        {
718          "reference": "T000054b",
719          "text": "For the right balance between compatibility and performance we recommend using the 802.11 a/n/ac standards."
720        },
721        {
722          "reference": "T000055a",
723          "text": "Not working?"
724        },
725        {
726          "reference": "T000055b",
727          "text": "At least one Service Set Identifier (SSID), must be enabled for the WiFi network to function."
728        },
729        {
730          "reference": "T000056a",
731          "text": "Feeling shy?"
732        },
733        {
734          "reference": "T000056b",
735          "text": "Turning on broadcasting, makes it simple to connect to WiFi."
736        },
737        {
738          "reference": "T000057a",
739          "text": "Tuned in?"
740        },
741        {
742          "reference": "T000057b",
743          "text": "To ensure the best performance, we recommend setting the channel to auto."
744        },
745        {
746          "reference": "T000058a",
747          "text": "Tuned in?"
748        },
749        {
750          "reference": "T000058b",
751          "text": "To ensure the best performance, we recommend setting the channel to auto."
752        },
753        {
754          "reference": "T000059a",
755          "text": "Tuned in?"
756        },
757        {
758          "reference": "T000059b",
759          "text": "To ensure the best performance, we recommend setting the channel to auto."
760        },
761        {
762          "reference": "T000060a",
763          "text": "Tuned in?"
764        },
765        {
766          "reference": "T000060b",
767          "text": "To ensure the best performance, we recommend setting the channel to auto."
768        },
769        {
770          "reference": "T000061a",
771          "text": "Tuned in?"
772        },
773        {
774          "reference": "T000061b",
775          "text": "To ensure the best performance, we recommend setting the channel to auto."
776        },
777        {
778          "reference": "T000062a",
779          "text": "Getting in a flap?"
780        },
781        {
782          "reference": "T000062b",
783          "text": "The connection seems intermittent, check the Einstein page, to see how long this has been going on."
784        },
785        {
786          "reference": "T000063a",
787          "text": "Getting in a flap?"
788        },
789        {
790          "reference": "T000063b",
791          "text": "The modem has had to adjust it's levels a number of times in the last hour to maintain the connection. This can indicate issues at the tap port or a cabling issue."
792        },
793        {
794          "reference": "T000064a",
795          "text": "Getting in a flap?"
796        },
797        {
798          "reference": "T000064b",
799          "text": "Something is causing control messages from this device to fail. It is probably a physical cable issue at the premise, but it is worth checking that Networks are not aware of a fault."
800        },
801        {
802          "reference": "T000065a",
803          "text": "I've lost it!"
804        },
805        {
806          "reference": "T000065b",
807          "text": "The device is no longer connected to the network, so try a reboot."
808        },
809        {
810          "reference": "T000066a",
811          "text": "Feeling my age!"
812        },
813        {
814          "reference": "T000066b",
815          "text": "This device is a little old so we think it would be best to swap it out for a shiny new one."
816        },
817        {
818          "reference": "T000067a",
819          "text": "Being quirky?"
820        },
821        {
822          "reference": "T000067b",
823          "text": "This device has been online constantly for over a month, it would be a good idea to restart it to see if there any firmware updates and to fix minor issues."
824        },
825        {
826          "reference": "T000068a",
827          "text": "Unconfirmed Area Outage"
828        },
829        {
830          "reference": "T000068b",
831          "text": "Our Network Management Centre has detected a significant drop in the number of online devices in this area. This customer does not appear to be affected at present but may soon see an interuption in service."
832        },
833        {
834          "reference": "T000069a",
835          "text": "Unconfirmed Area Outage"
836        },
837        {
838          "reference": "T000069b",
839          "text": "Our Network Management Centre has detected a significant drop in the number of online devices in this area. An outage ticket should be created shortly, when it is, they can subscribe to it for further updates."
840        },
841        {
842          "reference": "T000100a",
843          "text": "Einstein Score"
844        },
845        {
846          "reference": "T000100b",
847          "text": "This tooltip is present only to test the functionality, it is not yet confirmed if all scores will have a tooltip"
848        },
849        {
850          "reference": "K000014i",
851          "text": "Tune the box to channel 101. If you don't get pictures, fix this. (Incorrect signal levels? Wrong Network ID for region?)"
852        },
853        {
854          "reference": "K000014j",
855          "text": "Ask FSOC to check that the DEId on the ?HM' screen is correct."
856        },
857        {
858          "reference": "K000015a",
859          "text": "\"Starting up...\""
860        },
861        {
862          "reference": "K000015b",
863          "text": "Stuck on \"Starting up...\""
864        },
865        {
866          "reference": "K000015c",
867          "text": "Ensure the TiVo is connected directly to the TV, not via another device such as an XBox."
868        },
869        {
870          "reference": "K000015d",
871          "text": "Powercycle the TiVo"
872        },
873        {
874          "reference": "K000015e",
875          "text": "Swap the device"
876        },
877        {
878          "reference": "K000016a",
879          "text": "To be announced''"
880        },
881        {
882          "reference": "K000016b",
883          "text": "To be announced'' in Guide"
884        },
885        {
886          "reference": "K000016c",
887          "text": "Please note Channels 1-5 may only show 7 days guide data as they only publish data once a week."
888        },
889        {
890          "reference": "K000016d",
891          "text": "Ensure all return path parameters are Green"
892        },
893        {
894          "reference": "K000016e",
895          "text": "Go to Home ? Help&Settings ? Clear or reset the box, then choose \"Clear Programme Info & Planned recs\". Follow on-screen instructions."
896        },
897        {
898          "reference": "K000016f",
899          "text": "TiVo will reboot, then invite you to do a callback. The whole thing will take a couple of hours, but it's safe to leave the property once it has started counting up the percentages in the ?Loading? stage."
900        },
901        {
902          "reference": "K000017a",
903          "text": "No Guide"
904        },
905        {
906          "reference": "K000017b",
907          "text": "No guide data"
908        },
909        {
910          "reference": "K000017c",
911          "text": "Please note Channels 1-5 may only show 7 days guide data as they only publish data once a week."
912        },
913        {
914          "reference": "K000017d",
915          "text": "Ensure all return path parameters are Green"
916        },
917        {
918          "reference": "K000017e",
919          "text": "Go to Home ? Help&Settings ? Clear or reset the box, then choose \"Clear Programme Info & Planned recs\". Follow on-screen instructions."
920        },
921        {
922          "reference": "K000017f",
923          "text": "TiVo will reboot, then invite you to do a callback. The whole thing will take a couple of hours, but it's safe to leave the property once it has started counting up the percentages in the ?Loading? stage."
924        },
925        {
926          "reference": "K000018a",
927          "text": "Guide Missing programmes"
928        },
929        {
930          "reference": "K000018b",
931          "text": "Holes in guide data"
932        },
933        {
934          "reference": "K000018c",
935          "text": "Please note Channels 1-5 may only show 7 days guide data as they only publish data once a week."
936        },
937        {
938          "reference": "K000018d",
939          "text": "Ensure all return path parameters are Green"
940        },
941        {
942          "reference": "K000018e",
943          "text": "Go to Home ? Help&Settings ? Clear or reset the box, then choose \"Clear Programme Info & Planned recs\". Follow on-screen instructions."
944        },
945        {
946          "reference": "K000018f",
947          "text": "TiVo will reboot, then invite you to do a callback. The whole thing will take a couple of hours, but it's safe to leave the property once it has started counting up the percentages in the ?Loading? stage."
948        },
949        {
950          "reference": "K000019a",
951          "text": "TV Guide' button does nothing)"
952        },
953        {
954          "reference": "K000019b",
955          "text": "Unable to load Guide at all (?Guide' button does nothing)"
956        },
957        {
958          "reference": "K000019c",
959          "text": "Please note Channels 1-5 may only show 7 days guide data as they only publish data once a week."
960        },
961        {
962          "reference": "K000019d",
963          "text": "Ensure all return path parameters are Green"
964        },
965        {
966          "reference": "K000019e",
967          "text": "Go to Home ? Help&Settings ? Clear or reset the box, then choose \"Clear Programme Info & Planned recs\". Follow on-screen instructions."
968        },
969        {
970          "reference": "K000019f",
971          "text": "TiVo will reboot, then invite you to do a callback. The whole thing will take a couple of hours, but it's safe to leave the property once it has started counting up the percentages in the ?Loading? stage."
972        },
973        {
974          "reference": "K000020a",
975          "text": "\"Programme information has run out\""
976        },
977        {
978          "reference": "K000020b",
979          "text": "Programme info is running low \"Programme information has run out\""
980        },
981        {
982          "reference": "K000020c",
983          "text": "Please note Channels 1-5 may only show 7 days guide data as they only publish data once a week."
984        },
985        {
986          "reference": "K000020d",
987          "text": "Ensure all return path parameters are Green"
988        },
989        {
990          "reference": "K000020e",
991          "text": "Go to Home ? Help&Settings ? Clear or reset the box, then choose \"Clear Programme Info & Planned recs\". Follow on-screen instructions."
992        },
993        {
994          "reference": "K000020f",
995          "text": "TiVo will reboot, then invite you to do a callback. The whole thing will take a couple of hours, but it's safe to leave the property once it has started counting up the percentages in the ?Loading? stage."
996        },
997        {
998          "reference": "K000021a",
999          "text": "On Demand"
1000        },
1001        {
1002          "reference": "K000021b",
1003          "text": "On Demand/Catch Up is Temporarily Unavailable. Please try again in a few minutes"
1004        },
1005        {
1006          "reference": "K000021c",
1007          "text": "Check signal levels on the local VOD frequencies"
1008        },
1009        {
1010          "reference": "K000021d",
1011          "text": "o a TiVo Callback"
1012        },
1013        {
1014          "reference": "K000021e",
1015          "text": "* If still unresolved, reboot the TiVo."
1016        },
1017        {
1018          "reference": "K000021f",
1019          "text": "If still unresolved, ask FSOC to send an IN hit. Wait a minute then do another TiVo Callback."
1020        },
1021        {
1022          "reference": "K000021g",
1023          "text": "If still unresolved, ask FSOC to raise a 'P' ticket on the"
1024        },
1025        {
1026          "reference": "K000021h",
1027          "text": "DTV Provisioning team. (They can do this via Home ? Helpful stuff ? IT help -? CMSWeb on the Intranet)"
1028        },
1029        {
1030          "reference": "K000022a",
1031          "text": "On Demand - Account Issue"
1032        },
1033        {
1034          "reference": "K000022b",
1035          "text": "On Demand is currently unavailable because there is an issue with your account.? Error 6185 / 1060"
1036        },
1037        {
1038          "reference": "K000022c",
1039          "text": "Ask the customer to call Customer Services."
1040        },
1041        {
1042          "reference": "K000022d",
1043          "text": "If all virtual cards on the account are not blocked, ask FSOC to send an IN Hit"
1044        },
1045        {
1046          "reference": "K000022e",
1047          "text": "Reboot the device"
1048        },
1049        {
1050          "reference": "K00002cd",
1051          "text": "Ensure the SuperHub has come out of the Walled Garden"
1052        },
1053        {
1054          "reference": "M000001a",
1055          "text": "? Error retrieving Account status\nImpact unknown due to error retrieving account status"
1056        },
1057        {
1058          "reference": "M000002a",
1059          "text": "No service due to PENDING INSTALL"
1060        },
1061        {
1062          "reference": "M000003a",
1063          "text": "No service due to TEMPORARY DISCONNECTION"
1064        },
1065        {
1066          "reference": "M000004a",
1067          "text": "No service due to DISCONNECTION FOR NON-PAYMENT"
1068        },
1069        {
1070          "reference": "M000005a",
1071          "text": "No service due to PENDING RECONNECTION"
1072        },
1073        {
1074          "reference": "M000006a",
1075          "text": "No service due to DISCONNECTION"
1076        },
1077        {
1078          "reference": "M000007a",
1079          "text": "Full service until disconnection date"
1080        },
1081        {
1082          "reference": "M000008a",
1083          "text": "No service due to CANCELLED OR NEVER INSTALLED"
1084        },
1085        {
1086          "reference": "M000009a",
1087          "text": "No impact to service"
1088        },
1089        {
1090          "reference": "M000010a",
1091          "text": "No service due to PENDING DISCONNECTION FOR NON-PAYMENT"
1092        },
1093        {
1094          "reference": "M000011a",
1095          "text": "Impact unknown due to system error retrieving full provisioning status"
1096        },
1097        {
1098          "reference": "M000012a",
1099          "text": "Full loss of Broadband service."
1100        },
1101        {
1102          "reference": "M000013a",
1103          "text": "Full loss of Broadband service."
1104        },
1105        {
1106          "reference": "M000014a",
1107          "text": "CDFE Subscriber Status : This may be causing issues with the customer's Broadband service"
1108        },
1109        {
1110          "reference": "M000015a",
1111          "text": "CDFE Subscriber Status : This may be causing issues with the customer's Broadband service"
1112        },
1113        {
1114          "reference": "M000016a",
1115          "text": "CDFE HSD Subscription Status : Full loss of Broadband service."
1116        },
1117        {
1118          "reference": "M000017a",
1119          "text": "CDFE HSD Subscription Status : Full loss of Broadband service."
1120        },
1121        {
1122          "reference": "M000018a",
1123          "text": "CDFE HSD Subscribed Tier : The customer may be experiencing slower speeds than expected."
1124        },
1125        {
1126          "reference": "M000019a",
1127          "text": "CDFE HSD Subscribed Tier : The customer may be experiencing slower speeds than expected."
1128        },
1129        {
1130          "reference": "M000020a",
1131          "text": "CDFE CPE Status : Full loss of Broadband service"
1132        },
1133        {
1134          "reference": "M000021a",
1135          "text": "- CDFE CPE Activation Status : Full loss of Broadband service as we have failed to detect the CPE on the network"
1136        },
1137        {
1138          "reference": "M000022a",
1139          "text": "- CDFE CPE Activation Status : Full loss of Broadband service (only able to access Activation page)"
1140        },
1141        {
1142          "reference": "M000023a",
1143          "text": "CDFE CPE Activation Status : Full loss of Broadband service"
1144        },
1145        {
1146          "reference": "M000024a",
1147          "text": "IF value contains string 'PREPROV':\n? Provisioning issue - Pre-Provisioned\nThe customer will have a full loss of Broadband service\nELSE:\n? Provisioning issue - Tier of Service\nThe customer may be experiencing slower speeds than expected."
1148        },
1149        {
1150          "reference": "M000025a",
1151          "text": "order in SMP manual queue : Full loss or slower speeds affecting Broadband service"
1152        },
1153        {
1154          "reference": "M000026a",
1155          "text": "Device not found in CDFE : Full loss of Broadband service."
1156        },
1157        {
1158          "reference": "M000027a",
1159          "text": "Device not found in CDFE : Full loss of Broadband service"
1160        },
1161        {
1162          "reference": "M000028a",
1163          "text": "Device not found in LDAP  : Full Loss of BB service"
1164        },
1165        {
1166          "reference": "M000029a",
1167          "text": "Subscription status : This may be causing issues with the customer's Broadband service."
1168        },
1169        {
1170          "reference": "M000030a",
1171          "text": "There has been a problem with the broadcast TV in the last 24 hrs."
1172        },
1173        {
1174          "reference": "M000031a",
1175          "text": "The customer may be experiencing slower speeds than expected."
1176        },
1177        {
1178          "reference": "M000032a",
1179          "text": "Intermittent loss of Broadband service."
1180        },
1181        {
1182          "reference": "M000033a",
1183          "text": "Intermittent loss of Broadband service."
1184        },
1185        {
1186          "reference": "M000034a",
1187          "text": "Intermittent loss of Broadband service."
1188        },
1189        {
1190          "reference": "M000035a",
1191          "text": "Intermittent loss of Broadband service."
1192        },
1193        {
1194          "reference": "M000036a",
1195          "text": "Intermittent loss of Broadband service."
1196        },
1197        {
1198          "reference": "M000037a",
1199          "text": "Intermittent loss of Broadband service."
1200        },
1201        {
1202          "reference": "M000038a",
1203          "text": "Slow performance & potential intermittent loss of Broadband service"
1204        },
1205        {
1206          "reference": "M000039a",
1207          "text": "Slow performance & potential intermittent loss of Broadband service"
1208        },
1209        {
1210          "reference": "M000040a",
1211          "text": "Slow performance & potential intermittent loss of Broadband service"
1212        },
1213        {
1214          "reference": "M000041a",
1215          "text": "Slow performance & potential intermittent loss of Broadband service"
1216        },
1217        {
1218          "reference": "M000042a",
1219          "text": "Slow performance of Broadband service"
1220        },
1221        {
1222          "reference": "M000043a",
1223          "text": "Slow performance of Broadband service"
1224        },
1225        {
1226          "reference": "M000044a",
1227          "text": "Slow performance of Broadband service"
1228        },
1229        {
1230          "reference": "M000045a",
1231          "text": "Slow performance of Broadband service"
1232        },
1233        {
1234          "reference": "M000046a",
1235          "text": "Slow performance & potential intermittent loss of Broadband service for prolonged periods of time."
1236        },
1237        {
1238          "reference": "M000047a",
1239          "text": "Slow performance & potential intermittent loss of Broadband service for prolonged periods of time."
1240        },
1241        {
1242          "reference": "M000048a",
1243          "text": "Slow performance of Broadband service for prolonged periods of time."
1244        },
1245        {
1246          "reference": "M000049a",
1247          "text": "Slow performance of Broadband service for prolonged periods of time."
1248        },
1249        {
1250          "reference": "M000050a",
1251          "text": "A utilisation issue could be causing slow speeds, buffering, packet loss  and latency.issues for broadband services."
1252        },
1253        {
1254          "reference": "M000051a",
1255          "text": "A utilisation issue could be causing slow speeds, buffering, packet loss  and latency.issues for broadband services."
1256        },
1257        {
1258          "reference": "M000052a",
1259          "text": "A utilisation issue could be causing slow speeds, buffering, packet loss  and latency.issues for broadband services."
1260        },
1261        {
1262          "reference": "M000053a",
1263          "text": "A utilisation issue could be causing slow speeds, buffering, packet loss  and latency.issues for broadband services."
1264        },
1265        {
1266          "reference": "M000054a",
1267          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1268        },
1269        {
1270          "reference": "M000055a",
1271          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1272        },
1273        {
1274          "reference": "M000056a",
1275          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1276        },
1277        {
1278          "reference": "M000057a",
1279          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1280        },
1281        {
1282          "reference": "M000058a",
1283          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1284        },
1285        {
1286          "reference": "M000059a",
1287          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1288        },
1289        {
1290          "reference": "M000060a",
1291          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1292        },
1293        {
1294          "reference": "M000061a",
1295          "text": "A utilisation issue could be causing slow speeds, packet loss , latency. or intermittent connection issues for broadband services."
1296        },
1297        {
1298          "reference": "M000062a",
1299          "text": "Unable to identify if the device is traffic managed."
1300        },
1301        {
1302          "reference": "M000063a",
1303          "text": "Slow browsing, downloading and streaming within the last 30 days"
1304        },
1305        {
1306          "reference": "M000064a",
1307          "text": "Slow browsing, downloading and streaming."
1308        },
1309        {
1310          "reference": "M000065a",
1311          "text": "Slow browsing, downloading and streaming at present and over the last 30 days."
1312        },
1313        {
1314          "reference": "M000066a",
1315          "text": "Unable to identify if the device is traffic managed."
1316        },
1317        {
1318          "reference": "M000067a",
1319          "text": "Slow browsing, downloading and streaming within the last 30 days"
1320        },
1321        {
1322          "reference": "M000068a",
1323          "text": "Slow browsing, downloading and streaming."
1324        },
1325        {
1326          "reference": "M000069a",
1327          "text": "Slow browsing, downloading and streaming at present and over the last 30 days."
1328        },
1329        {
1330          "reference": "M000070a",
1331          "text": "Impact unknown due to error retrieving account status"
1332        },
1333        {
1334          "reference": "M000071a",
1335          "text": "No service due to PENDING INSTALL"
1336        },
1337        {
1338          "reference": "M000072a",
1339          "text": "Limited service - no access to VoD, recordings or subscription channels due to TEMPORARY DISCONNECTION"
1340        },
1341        {
1342          "reference": "M000073a",
1343          "text": "Restricted service - no access to VoD, recordings or subscription channels due to DISCONNECTION FOR NON-PAYMENT"
1344        },
1345        {
1346          "reference": "M000074a",
1347          "text": "Limited service - no access to VoD, recordings or subscription channels due to PENDING RECONNECTION"
1348        },
1349        {
1350          "reference": "M000075a",
1351          "text": "Limited service - no access to VoD, recordings or subscription channels due to DISCONNECTION"
1352        },
1353        {
1354          "reference": "M000076a",
1355          "text": "? Account issue\nFull service until disconnection date"
1356        },
1357        {
1358          "reference": "M000077a",
1359          "text": "No service due to CANCELLED OR NEVER INSTALLED"
1360        },
1361        {
1362          "reference": "M000078a",
1363          "text": "No impact to service"
1364        },
1365        {
1366          "reference": "M000079a",
1367          "text": "Restricted service - no access to VoD, recordings or subscription channels due to PENDING DISCONNECTION FOR NON-PAYMENT"
1368        },
1369        {
1370          "reference": "M000080a",
1371          "text": "Impact unknown due to system error retrieving full provisioning status"
1372        },
1373        {
1374          "reference": "M000081a",
1375          "text": "No access to VoD, recordings or subscription channels."
1376        },
1377        {
1378          "reference": "M000082a",
1379          "text": "No access to VoD, recordings or subscription channels."
1380        },
1381        {
1382          "reference": "M000083a",
1383          "text": "No access to VoD, recordings or subscription channels."
1384        },
1385        {
1386          "reference": "M000084a",
1387          "text": "No access to VoD, recordings or subscription channels."
1388        },
1389        {
1390          "reference": "M000085a",
1391          "text": "The device may not boot up correctly. \nTotal loss of all channels on this device."
1392        },
1393        {
1394          "reference": "M000086a",
1395          "text": "The device may not boot up correctly. \nTotal loss of all channels on this device."
1396        },
1397        {
1398          "reference": "M000087a",
1399          "text": "No access to VoD, recordings or subscription channels."
1400        },
1401        {
1402          "reference": "M000088a",
1403          "text": "No access to VoD, recordings or subscription channels."
1404        },
1405        {
1406          "reference": "M000089a",
1407          "text": "No access to VoD, recordings or subscription channels."
1408        },
1409        {
1410          "reference": "M000090a",
1411          "text": "No access to VoD, recordings or subscription channels."
1412        },
1413        {
1414          "reference": "M000091a",
1415          "text": "No access to VoD, recordings or subscription channels."
1416        },
1417        {
1418          "reference": "M000092a",
1419          "text": "No access to VoD, recordings or subscription channels."
1420        },
1421        {
1422          "reference": "M000093a",
1423          "text": "Impact unknown due to system error retrieving full provisioning status"
1424        },
1425        {
1426          "reference": "M000094a",
1427          "text": "No access to VoD, recordings or subscription channels."
1428        },
1429        {
1430          "reference": "M000095a",
1431          "text": "No access to VoD, recordings or subscription channels.\nError code on screen."
1432        },
1433        {
1434          "reference": "M000096a",
1435          "text": "No access to VoD, recordings or subscription channels."
1436        },
1437        {
1438          "reference": "M000097a",
1439          "text": "No access to VoD, recordings or subscription channels."
1440        },
1441        {
1442          "reference": "M000098a",
1443          "text": "No access to VoD, recordings or subscription channels."
1444        },
1445        {
1446          "reference": "M000099a",
1447          "text": "No access to VoD, recordings or subscription channels."
1448        },
1449        {
1450          "reference": "M000100a",
1451          "text": "No access to VoD, recordings or subscription channels."
1452        },
1453        {
1454          "reference": "M000101a",
1455          "text": "No access to VoD, recordings or subscription channels."
1456        },
1457        {
1458          "reference": "M000102a",
1459          "text": "No TiVo services (no Discovery Bar, no EPG, unable to record, can't access all menus). \nPossible missing channels."
1460        },
1461        {
1462          "reference": "M000103a",
1463          "text": "No TiVo services (no Discovery Bar, no EPG, unable to record, can't access all menus). \nPossible missing channels."
1464        },
1465        {
1466          "reference": "M000104a",
1467          "text": "Impact unknown due to system error retrieving full provisioning status"
1468        },
1469        {
1470          "reference": "M000105a",
1471          "text": "Unable to access VoD or Catch Up TV"
1472        },
1473        {
1474          "reference": "M000106a",
1475          "text": "Unable to access VoD or Catch Up TV"
1476        },
1477        {
1478          "reference": "M000107a",
1479          "text": "This device is reporting bad hard drive sectors which may affect recording or playback."
1480        },
1481        {
1482          "reference": "M000109a",
1483          "text": "This device is reporting bad hard drive sectors which may affect recording or playback."
1484        },
1485        {
1486          "reference": "M000111a",
1487          "text": "This device has an issue with its hard drive."
1488        },
1489        {
1490          "reference": "M000113a",
1491          "text": "The device's PCB is running too hot."
1492        },
1493        {
1494          "reference": "M000115a",
1495          "text": "The device's PCB is running too hot."
1496        },
1497        {
1498          "reference": "M000117a",
1499          "text": "The device's hard drive is running too hot."
1500        },
1501        {
1502          "reference": "M000119a",
1503          "text": "The device's hard drive is running too hot."
1504        },
1505        {
1506          "reference": "M000121a",
1507          "text": "The device's PCB is running too hot."
1508        },
1509        {
1510          "reference": "M000123a",
1511          "text": "The device's hard drive is running too hot."
1512        },
1513        {
1514          "reference": "M000125a",
1515          "text": "Intermittent or complete loss of TV pictures and sound."
1516        },
1517        {
1518          "reference": "M000126a",
1519          "text": "Intermittent or complete loss of TV pictures and sound."
1520        },
1521        {
1522          "reference": "M000127a",
1523          "text": "Intermittent or complete loss of TV pictures and sound."
1524        },
1525        {
1526          "reference": "M000128a",
1527          "text": "Intermittent or complete loss of TV pictures and sound."
1528        },
1529        {
1530          "reference": "M000129a",
1531          "text": "Intermittent or complete loss of TV pictures and sound."
1532        },
1533        {
1534          "reference": "M000130a",
1535          "text": "Intermittent or complete loss of TV pictures and sound."
1536        },
1537        {
1538          "reference": "M000131a",
1539          "text": "Intermittent or complete loss of TV pictures and sound."
1540        },
1541        {
1542          "reference": "M000132a",
1543          "text": "Intermittent or complete loss of TV pictures and sound."
1544        },
1545        {
1546          "reference": "M000133a",
1547          "text": "Intermittent or complete loss of TV pictures and sound."
1548        },
1549        {
1550          "reference": "M000134a",
1551          "text": "Intermittent or complete loss of TV pictures and sound."
1552        },
1553        {
1554          "reference": "M000135a",
1555          "text": "Intermittent or complete loss of TV pictures and sound."
1556        },
1557        {
1558          "reference": "M000136a",
1559          "text": "Intermittent or complete loss of TV pictures and sound."
1560        },
1561        {
1562          "reference": "M000137a",
1563          "text": "Intermittent or complete loss of TV pictures and sound."
1564        },
1565        {
1566          "reference": "M000138a",
1567          "text": "Intermittent or complete loss of TV pictures and sound."
1568        },
1569        {
1570          "reference": "M000139a",
1571          "text": "Intermittent or complete loss of TV pictures and sound."
1572        },
1573        {
1574          "reference": "M000140a",
1575          "text": "Intermittent or complete loss of TV pictures and sound."
1576        },
1577        {
1578          "reference": "M000141a",
1579          "text": "Intermittent or complete loss of TV pictures and sound."
1580        },
1581        {
1582          "reference": "M000142a",
1583          "text": "Intermittent or complete loss of TV pictures and sound."
1584        },
1585        {
1586          "reference": "M000143a",
1587          "text": "Intermittent or complete loss of TV pictures and sound."
1588        },
1589        {
1590          "reference": "M000144a",
1591          "text": "Intermittent or complete loss of TV pictures and sound."
1592        },
1593        {
1594          "reference": "M000145a",
1595          "text": "DTV VoD services are experiencing provisioning issues."
1596        },
1597        {
1598          "reference": "M000146a"
1599        },
1600        {
1601          "reference": "M000147a",
1602          "text": "DTV VoD services are experiencing platform issues."
1603        },
1604        {
1605          "reference": "M000148a",
1606          "text": "DTV VoD services are experiencing platform issues."
1607        },
1608        {
1609          "reference": "M000149a",
1610          "text": "DTV VoD services are experiencing platform issues."
1611        },
1612        {
1613          "reference": "M000150a",
1614          "text": "DTV VoD services are experiencing platform issues."
1615        },
1616        {
1617          "reference": "M000151a",
1618          "text": "DTV VoD services are experiencing VoD RF issues."
1619        },
1620        {
1621          "reference": "M000152a",
1622          "text": "DTV VoD services are experiencing VoD RF issues."
1623        },
1624        {
1625          "reference": "M000153a",
1626          "text": "DTV VoD services are experiencing VoD RF issues."
1627        },
1628        {
1629          "reference": "M000154a",
1630          "text": "DTV VoD services are experiencing VoD RF issues."
1631        },
1632        {
1633          "reference": "M000155a",
1634          "text": "DTV VoD services are experiencing VoD Other issues."
1635        },
1636        {
1637          "reference": "M000156a",
1638          "text": "DTV VoD services are experiencing VoD Other issues."
1639        },
1640        {
1641          "reference": "M000157a",
1642          "text": "DTV VoD services are experiencing VoD Other issues."
1643        },
1644        {
1645          "reference": "M000158a",
1646          "text": "DTV VoD services are experiencing VoD Other issues."
1647        },
1648        {
1649          "reference": "M000159a",
1650          "text": "DTV VoD services are experiencing VoD 1067 issues."
1651        },
1652        {
1653          "reference": "M000160a",
1654          "text": "DTV VoD services are experiencing VoD 1067 issues."
1655        },
1656        {
1657          "reference": "M000161a",
1658          "text": "DTV VoD services are experiencing VoD 1067 issues."
1659        },
1660        {
1661          "reference": "M000162a",
1662          "text": "DTV VoD services are experiencing VoD 1067 issues."
1663        },
1664        {
1665          "reference": "M000163a",
1666          "text": "DTV VoD services are experiencing VoD RF issues."
1667        },
1668        {
1669          "reference": "M000164a",
1670          "text": "DTV VoD services are experiencing VoD RF issues."
1671        },
1672        {
1673          "reference": "M000165a",
1674          "text": "DTV VoD services are experiencing VoD Other issues."
1675        },
1676        {
1677          "reference": "M000166a",
1678          "text": "DTV VoD services are experiencing VoD Other issues."
1679        },
1680        {
1681          "reference": "M000167a",
1682          "text": "DTV VoD services are experiencing VoD 1067 issues."
1683        },
1684        {
1685          "reference": "M000168a",
1686          "text": "DTV VoD services are experiencing VoD 1067 issues."
1687        },
1688        {
1689          "reference": "M000169a",
1690          "text": "Intermittent loss of interactive and VoD services."
1691        },
1692        {
1693          "reference": "M000170a",
1694          "text": "Intermittent loss of interactive and VoD services."
1695        },
1696        {
1697          "reference": "M000171a",
1698          "text": "Intermittent loss of interactive and VoD services."
1699        },
1700        {
1701          "reference": "M000172a",
1702          "text": "Intermittent loss of interactive and VoD services."
1703        },
1704        {
1705          "reference": "M000173a",
1706          "text": "Intermittent loss of interactive and VoD services."
1707        },
1708        {
1709          "reference": "M000174a",
1710          "text": "Intermittent loss of interactive and VoD services."
1711        },
1712        {
1713          "reference": "M000175a",
1714          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1715        },
1716        {
1717          "reference": "M000176a",
1718          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1719        },
1720        {
1721          "reference": "M000177a",
1722          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1723        },
1724        {
1725          "reference": "M000178a",
1726          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1727        },
1728        {
1729          "reference": "M000179a",
1730          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1731        },
1732        {
1733          "reference": "M000180a",
1734          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1735        },
1736        {
1737          "reference": "M000181a",
1738          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1739        },
1740        {
1741          "reference": "M000182a",
1742          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1743        },
1744        {
1745          "reference": "M000183a",
1746          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1747        },
1748        {
1749          "reference": "M000184a",
1750          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1751        },
1752        {
1753          "reference": "M000185a",
1754          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1755        },
1756        {
1757          "reference": "M000186a",
1758          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1759        },
1760        {
1761          "reference": "M000187a"
1762        },
1763        {
1764          "reference": "M000188a",
1765          "text": "A utilisation issue could be causing slow speeds or buffering issues forinteractive and VoD services."
1766        },
1767        {
1768          "reference": "M000189a"
1769        },
1770        {
1771          "reference": "M000190a",
1772          "text": "A utilisation issue could be causing slow speeds or buffering issues forinteractive and VoD services."
1773        },
1774        {
1775          "reference": "M000191a"
1776        },
1777        {
1778          "reference": "M000192a",
1779          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1780        },
1781        {
1782          "reference": "M000193a"
1783        },
1784        {
1785          "reference": "M000194a",
1786          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1787        },
1788        {
1789          "reference": "M000195a"
1790        },
1791        {
1792          "reference": "M000196a",
1793          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1794        },
1795        {
1796          "reference": "M000197a"
1797        },
1798        {
1799          "reference": "M000198a",
1800          "text": "Slow performance & potential intermittent loss of interactive and VoD services."
1801        },
1802        {
1803          "reference": "M000199a",
1804          "text": "Impact unknown due to system failure retrieving device RF status"
1805        },
1806        {
1807          "reference": "M000200a",
1808          "text": "Impact unknown due to system failure retrieving device RF status"
1809        },
1810        {
1811          "reference": "M000201a",
1812          "text": "Impact unknown due to system failure retrieving device RF status"
1813        },
1814        {
1815          "reference": "M000202a",
1816          "text": "Complete loss of broadband, interactive or VOD services."
1817        },
1818        {
1819          "reference": "M000203a",
1820          "text": "Possible intermittent connection or poor performance issues"
1821        },
1822        {
1823          "reference": "M000204a",
1824          "text": "Impact unknown as there was no response from the device."
1825        },
1826        {
1827          "reference": "M000205a"
1828        },
1829        {
1830          "reference": "M000206a",
1831          "text": "Unable to identify any impact to performance."
1832        },
1833        {
1834          "reference": "M000207a",
1835          "text": "WiFi devices in the home may not be able to connect, connect intermittently or suffer from slow speeds as a result of this configuration."
1836        },
1837        {
1838          "reference": "M000208a",
1839          "text": "Impact unknown due to system failure retrieving device RF status"
1840        },
1841        {
1842          "reference": "M000209a",
1843          "text": "Impact unknown due to system failure retrieving device RF status"
1844        },
1845        {
1846          "reference": "M000210a",
1847          "text": "Impact unknown due to system failure retrieving device RF status"
1848        },
1849        {
1850          "reference": "M000211a",
1851          "text": "Complete loss of broadband, interactive or VOD services."
1852        },
1853        {
1854          "reference": "M000212a",
1855          "text": "Possible intermittent connection or poor performance issues"
1856        },
1857        {
1858          "reference": "M000213a",
1859          "text": "Impact unknown as there was no response from the device."
1860        },
1861        {
1862          "reference": "M000214a",
1863          "text": "Impact unknown as there was no response from the device."
1864        },
1865        {
1866          "reference": "M200001",
1867          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1868        },
1869        {
1870          "reference": "M200002",
1871          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance\""
1872        },
1873        {
1874          "reference": "M200003",
1875          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1876        },
1877        {
1878          "reference": "M200004",
1879          "text": "Multiple WiFi devices could be experiencing poor WiFi performance"
1880        },
1881        {
1882          "reference": "M200005",
1883          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1884        },
1885        {
1886          "reference": "M200006",
1887          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance\""
1888        },
1889        {
1890          "reference": "M200007",
1891          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1892        },
1893        {
1894          "reference": "M200008",
1895          "text": "Multiple WiFi devices could be experiencing poor WiFi performance"
1896        },
1897        {
1898          "reference": "M200009",
1899          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1900        },
1901        {
1902          "reference": "M200010",
1903          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1904        },
1905        {
1906          "reference": "M200011",
1907          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1908        },
1909        {
1910          "reference": "M200012",
1911          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1912        },
1913        {
1914          "reference": "M200013",
1915          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1916        },
1917        {
1918          "reference": "M200014",
1919          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1920        },
1921        {
1922          "reference": "M200015",
1923          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1924        },
1925        {
1926          "reference": "M200016",
1927          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1928        },
1929        {
1930          "reference": "M200017",
1931          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1932        },
1933        {
1934          "reference": "M200018",
1935          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1936        },
1937        {
1938          "reference": "M200019",
1939          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1940        },
1941        {
1942          "reference": "M200020",
1943          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1944        },
1945        {
1946          "reference": "M200021",
1947          "text": "At least one V6 box could be experiencing poor WiFi performance affecting over the top and VoD content\""
1948        },
1949        {
1950          "reference": "M200022",
1951          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
1952        },
1953        {
1954          "reference": "M200023",
1955          "text": "At least one WiFi device could be experiencing poor WiFi performance"
1956        },
1957        {
1958          "reference": "M200026",
1959          "text": "In home network congestion could impact the performance of all WiFi clients"
1960        },
1961        {
1962          "reference": "M200027",
1963          "text": "In home network congestion could impact the performance of all WiFi clients"
1964        },
1965        {
1966          "reference": "M200028",
1967          "text": "In home network congestion could impact the performance of all WiFi clients"
1968        },
1969        {
1970          "reference": "M200029",
1971          "text": "In home network congestion could impact the performance of all WiFi clients"
1972        },
1973        {
1974          "reference": "M200030",
1975          "text": "In home network congestion could impact the performance of all WiFi clients"
1976        },
1977        {
1978          "reference": "M200031",
1979          "text": "In home network congestion could impact the performance of all WiFi clients"
1980        },
1981        {
1982          "reference": "M200032",
1983          "text": "In home network congestion could impact the performance of all WiFi clients"
1984        },
1985        {
1986          "reference": "M200033",
1987          "text": "In home network congestion could impact the performance of all WiFi clients"
1988        },
1989        {
1990          "reference": "M200034",
1991          "text": "In home network congestion could impact the performance of all WiFi clients"
1992        },
1993        {
1994          "reference": "M200035",
1995          "text": "In home network congestion could impact the performance of all WiFi clients"
1996        },
1997        {
1998          "reference": "M200036",
1999          "text": "In home network congestion could impact the performance of all WiFi clients"
2000        },
2001        {
2002          "reference": "M200037",
2003          "text": "In home network congestion could impact the performance of all WiFi clients"
2004        },
2005        {
2006          "reference": "M200038",
2007          "text": "In home network congestion could impact the performance of all WiFi clients"
2008        },
2009        {
2010          "reference": "M200039",
2011          "text": "In home network congestion could impact the performance of all WiFi clients"
2012        },
2013        {
2014          "reference": "M20004",
2015          "text": "Multiple WiFi devices and at least one V6 box could be experiencing poor WiFi performance"
2016        },
2017        {
2018          "reference": "M200040",
2019          "text": "In home network congestion could impact the performance of all WiFi clients"
2020        },
2021        {
2022          "reference": "M200041",
2023          "text": "In home network congestion could impact the performance of all WiFi clients"
2024        },
2025        {
2026          "reference": "M200042",
2027          "text": "In home network congestion could impact the performance of all WiFi clients"
2028        },
2029        {
2030          "reference": "M200043",
2031          "text": "In home network congestion could impact the performance of all WiFi clients"
2032        },
2033        {
2034          "reference": "M200044",
2035          "text": "In home network congestion could impact the performance of all WiFi clients"
2036        },
2037        {
2038          "reference": "M200045",
2039          "text": "In home network congestion could impact the performance of all WiFi clients"
2040        },
2041        {
2042          "reference": "M200046",
2043          "text": "In home network congestion could impact the performance of all WiFi clients"
2044        },
2045        {
2046          "reference": "M200047",
2047          "text": "In home network congestion could impact the performance of all WiFi clients"
2048        },
2049        {
2050          "reference": "M200048",
2051          "text": "In home network congestion could impact the performance of all WiFi clients"
2052        },
2053        {
2054          "reference": "M200049",
2055          "text": "At least one V6 box would perform better on the 5GHz WiFi band"
2056        },
2057        {
2058          "reference": "M20005",
2059          "text": "In home network congestion could impact the performance of all WiFi clients"
2060        },
2061        {
2062          "reference": "M200050",
2063          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz WiFi band"
2064        },
2065        {
2066          "reference": "M200051",
2067          "text": "At least one WiFi device could perform better on the 5GHz WiFi band"
2068        },
2069        {
2070          "reference": "M200052",
2071          "text": "Multiple WiFi devices could perform better on the 5GHz WiFi band"
2072        },
2073        {
2074          "reference": "M200053",
2075          "text": "At least one V6 box would perform better on the 5GHz WiFi band"
2076        },
2077        {
2078          "reference": "G000007f",
2079          "text": "If the Einstein score is only affecting this customer, the most likely cause is a low CM SNR level. Make sure this is in spec and also inline with the channel SNR."
2080        },
2081        {
2082          "reference": "G000007g",
2083          "text": "If the SNR levels all look fine now, take a look at the upstream Tx power level. Is it on the low side? If it is less than 40dbmv you might want to consider confirming the correct tap value is being used. Add some attenuation if needed."
2084        },
2085        {
2086          "reference": "G000007h",
2087          "text": "If all else fails, consider replacing the power supply to the device, when they go faulty they can cause errors!"
2088        },
2089        {
2090          "reference": "G000008a",
2091          "text": "Uncorrectable Codeword Errors"
2092        },
2093        {
2094          "reference": "G000008b",
2095          "text": "This is calculated from a counter, so a high percentage can be present due to issues which have come and gone, so you may not be able to fix it."
2096        },
2097        {
2098          "reference": "G000008c",
2099          "text": "Let's check the Einstein page to see if this is something you need to tackle."
2100        },
2101        {
2102          "reference": "G000008d",
2103          "text": "If you see any Performance scores on either the NOW or THEN tabs, then the issue has occurred in the last 7 days. Let's make sure we find the cause before leaving the customer."
2104        },
2105        {
2106          "reference": "G000008e",
2107          "text": "Check the wording of the Einstein score, if the issue is affecting multiple customers, then it's best to check the Network page of the app before escalating to the network team if you need to."
2108        },
2109        {
2110          "reference": "G000008f",
2111          "text": "If the Einstein score is only affecting this customer, the most likely cause is a low CM SNR level. Make sure this is in spec and also inline with the channel SNR."
2112        },
2113        {
2114          "reference": "G000008g",
2115          "text": "If the SNR levels all look fine now, take a look at the upstream Tx power level. Is it on the low side? If it is less than 40dbmv you might want to consider confirming the correct tap value is being used. Add some attenuation if needed."
2116        },
2117        {
2118          "reference": "G000008h",
2119          "text": "If all else fails, consider replacing the power supply to the device, when they go faulty they can cause errors!"
2120        },
2121        {
2122          "reference": "G000009a",
2123          "text": "Upstream Congestion"
2124        },
2125        {
2126          "reference": "G000009b",
2127          "text": "This value is a real time snapshot from the CMTS. If the customer has experienced slow speeds, then you should confirm that from the Einstein page, rather than this parameter."
2128        },
2129        {
2130          "reference": "G000009c",
2131          "text": "Check the Network page to see if there are any open outages for Congestion."
2132        },
2133        {
2134          "reference": "G000009d",
2135          "text": "If there are any Chronic Congestion scores on the Einsteing page, then this should be escalated to the networks team."
2136        },
2137        {
2138          "reference": "G000010a",
2139          "text": "T3 Timeouts"
2140        },
2141        {
2142          "reference": "G000010b",
2143          "text": "The DOCSIS T3 timer is used to control the connection between the device and the CMTS"
2144        },
2145        {
2146          "reference": "G000010c",
2147          "text": "Time outs can occur without any impact to the connection at all, however, if excessive numbers are seen this will lead to an intermittent connection."
2148        },
2149        {
2150          "reference": "G000010d",
2151          "text": "The T3 timer is predominantly caused by impairments or delays in the downstream channel. Rebooting the device will reset the counter."
2152        },
2153        {
2154          "reference": "G000010e",
2155          "text": "Let's check out the downstream Rx power level and SNR level and make sure they are in spec."
2156        },
2157        {
2158          "reference": "G000010f",
2159          "text": "It's a good idea to check the internal wiring, so keep an eye out for damaged or bent cables or old splitters and passives."
2160        },
2161        {
2162          "reference": "G000010g",
2163          "text": "If everything looks fine but the T3 timers keep counting after rebooting the device, then get in touch with the local network team."
2164        },
2165        {
2166          "reference": "G000011a",
2167          "text": "T4 Timeouts"
2168        },
2169        {
2170          "reference": "G000011b",
2171          "text": "The DOCSIS T4 timer is used to keep the connection alive with the CMTS. If this timer expires the device will reboot and try and get the connection back."
2172        },
2173        {
2174          "reference": "G000011c",
2175          "text": "Let's check the Einstein page to see if there are any Connection scores on the NOW or THEN tabs, indicating the issue has occurred in the last 7 days."
2176        },
2177        {
2178          "reference": "G000011d"
2179        },
2180        {
2181          "reference": "G000011e"
2182        },
2183        {
2184          "reference": "G000011f"
2185        },
2186        {
2187          "reference": "G000011g"
2188        },
2189        {
2190          "reference": "G000012a",
2191          "text": "Downstream SNR"
2192        },
2193        {
2194          "reference": "G000012b",
2195          "text": "If downstream Rx power is low then sort that out first as it will likely be causing this SNR issue"
2196        },
2197        {
2198          "reference": "G000012c",
2199          "text": "Let's rule out a network issue by checking the SNR level at the cabinet. If it's low there, then escalate it to the network team."
2200        },
2201        {
2202          "reference": "G000012d",
2203          "text": "Let's rule out issues between the cabinet and premise. If the level is out of spec at the ETB, then check for damaged cables, corroded connecters or old passives."
2204        },
2205        {
2206          "reference": "G000012e",
2207          "text": "If all of the connectors, cables and passives are looking good at the ETB and the cabinet then there could be a problem with the drop cable."
2208        },
2209        {
2210          "reference": "G000012f",
2211          "text": "If a HDU is installed, is the DS SNR in spec for all of the ports, if not it could be a faulty HDU"
2212        },
2213        {
2214          "reference": "G000012g",
2215          "text": "Once the external cabling has been ruled out, then let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
2216        },
2217        {
2218          "reference": "G000012h",
2219          "text": "Don't forget, there could be attenuators and equalisers installed at various points in the home. If they go faulty, it will impact the downstream SNR levels, so replace them as needed."
2220        },
2221        {
2222          "reference": "G000013a",
2223          "text": "Downstream RX Power"
2224        },
2225        {
2226          "reference": "G000013b",
2227          "text": "Out of spec downstream RX power can cause intermittent connections, slow speeds, buffering or the TV signal to freeze, go blank or stop all together."
2228        },
2229        {
2230          "reference": "G000013c",
2231          "text": "If the drop cable is connected to the wrong tap at the cabinet it will make achieving the correct DS RX power and US TX power levels very difficult. So let's make sure it's right before trying anything else!"
2232        },
2233        {
2234          "reference": "G000013d",
2235          "text": "Let's rule out a network alignment issue by checking the levels at the cabinet. If they are out of spec there, then escalate it to the network team."
2236        },
2237        {
2238          "reference": "G000013e",
2239          "text": "Let's rule out issues between the cabinet and premise. If the level is out of spec at the ETB, then check for damaged cables, corroded connecters or old passives."
2240        },
2241        {
2242          "reference": "G000013f",
2243          "text": "If all of the connectors, cables and passives are looking good at the ETB and the cabinet then there could be a problem with the drop cable."
2244        },
2245        {
2246          "reference": "G000013g",
2247          "text": "If a HDU is installed, is the DS RX power in spec for all of the ports, if not it could be a faulty HDU"
2248        },
2249        {
2250          "reference": "G000013h",
2251          "text": "Once the external cabling has been ruled out, then let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
2252        },
2253        {
2254          "reference": "G000013i",
2255          "text": "Don't forget, there could be attenuators and equalisers installed at various points in the home. If they go faulty, it will impact the downstream Rx power levels, so replace them as needed."
2256        },
2257        {
2258          "reference": "G000013j",
2259          "text": "If all looks great but the levels are still low, consider the set up as a whole. Does it need a HDU?"
2260        },
2261        {
2262          "reference": "G000014a",
2263          "text": "Tuner SNR"
2264        },
2265        {
2266          "reference": "G000014b",
2267          "text": "If the tuner input level is low, then sort that out first as it will likely be causing this SNR issue"
2268        },
2269        {
2270          "reference": "G000014c",
2271          "text": "Let's rule out a network issue by checking the SNR level at the cabinet. If it's low there, then escalate it to the network team."
2272        },
2273        {
2274          "reference": "G000014d",
2275          "text": "Let's rule out issues between the cabinet and premise. If the level is out of spec at the ETB, then check for damaged cables, corroded connecters or old passives."
2276        },
2277        {
2278          "reference": "G000014e",
2279          "text": "If all of the connectors, cables and passives are looking good at the ETB and the cabinet then there could be a problem with the drop cable."
2280        },
2281        {
2282          "reference": "G000014f",
2283          "text": "If a HDU is installed, is the SNR level in spec for all of the ports? if not it could be a faulty HDU"
2284        },
2285        {
2286          "reference": "G000014g",
2287          "text": "Once the external cabling has been ruled out, then let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
2288        },
2289        {
2290          "reference": "G000014h",
2291          "text": "Don't forget, there could be attenuators and equalisers installed at various points in the home. If they go faulty, it will impact the tuner SNR levels, so replace them as needed."
2292        },
2293        {
2294          "reference": "G000015a",
2295          "text": "Post RS Errors"
2296        },
2297        {
2298          "reference": "G000015b",
2299          "text": "The data within the broadcast stream has been damaged on it's way to the box. This will cause freezing, blocking and blanking of the TV picture."
2300        },
2301        {
2302          "reference": "G000015c",
2303          "text": "Let's check the Einstein NOW tab for any TV Performance scores. If they relate to Post RS errors, check to see if they affect multiple customers."
2304        },
2305        {
2306          "reference": "G000015d",
2307          "text": "Let's check out the input levels to each of the tuners on the box. Make sure they are all in spec for the modulation type of the carrier. If not follow the guided flow there to fix that first."
2308        },
2309        {
2310          "reference": "G000015e",
2311          "text": "If all the input levels are fine, then check out the SNR levels Low SNR is one of the main causes of Post RS errors, so make sure they are high enough to support the modulation."
2312        },
2313        {
2314          "reference": "G000015f",
2315          "text": "Still getting errors? We have seen faulty power supplies cause errors in the past, try swapping the current one out and see if that makes a difference."
2316        },
2317        {
2318          "reference": "G000015g",
2319          "text": "All looks fine? Let's check if errors occur on all channels of the transport stream. Use the TV Plan page to work through the channels which make up the transport stream."
2320        },
2321        {
2322          "reference": "G000015h",
2323          "text": "Get in touch with the network team and report your findings, to see if the fault should be escalated."
2324        },
2325        {
2326          "reference": "G000016a",
2327          "text": "Tuner Input Level"
2328        },
2329        {
2330          "reference": "G000016b",
2331          "text": "Incorrect tuner input levels can cause the TV signal to freeze, go blank or stop all together. Although some boxes may handle incorrect levels better than others, why risk it?"
2332        },
2333        {
2334          "reference": "G000016c",
2335          "text": "If the drop cable is connected to the wrong tap at the cabinet it will make achieving the correct tuner input level very difficult. So let's make sure it's right before trying anything else!"
2336        },
2337        {
2338          "reference": "G000016d",
2339          "text": "Let's rule out a network alignment issue by checking the levels at the cabinet. If they are out of spec there, then escalate it to the network team."
2340        },
2341        {
2342          "reference": "G000016e",
2343          "text": "Let's rule out issues between the cabinet and premise. If the level is out of spec at the ETB, then check for damaged cables, corroded connecters or old passives."
2344        },
2345        {
2346          "reference": "G000016f",
2347          "text": "If all of the connectors, cables and passives are looking good at the ETB and the cabinet then there could be a problem with the drop cable."
2348        },
2349        {
2350          "reference": "G000016g",
2351          "text": "If a HDU is installed, are the input levels the correct for all of the ports, if not it could be a faulty HDU"
2352        },
2353        {
2354          "reference": "G000016h",
2355          "text": "Once the external cabling has been ruled out, then let's check out the internal wiring! Keep an eye out for damaged cables, obsolete connectors and passives"
2356        },
2357        {
2358          "reference": "G000016i",
2359          "text": "Don't forget, there could be attenuators and equalisers installed at various points in the home. If they go faulty, it will impact the tuner input power levels, so replace them as needed."
2360        },
2361        {
2362          "reference": "G000016j",
2363          "text": "If all looks great but the levels are still low, consider the set up as a whole. Does it need a HDU?"
2364        },
2365        {
2366          "reference": "G000017a",
2367          "text": "QAM Lock"
2368        },
2369        {
2370          "reference": "G000017b",
2371          "text": "The TV tuner cannot establish a lock with the frequency. RF problems are the most likely cause, so make sure the TV tuner input power and SNR levels are correct. If not fix them first."
2372        },
2373        {
2374          "reference": "G000017c",
2375          "text": "If all the RF levels are fine, then let's check out the other channels in the transport stream!"
2376        },
2377        {
2378          "reference": "G000017d",
2379          "text": "Access the TV Plan page of the app and search for other TV channels which use the same transport stream as the one which failed."
2380        },
2381        {
2382          "reference": "G000017e",
2383          "text": "Once you have checked all the channels in the same transport stream, get in touch with the local network team and report your findings."
2384        },
2385        {
2386          "reference": "G000018a",
2387          "text": "Pre RS Errors"
2388        },
2389        {
2390          "reference": "G000018b",
2391          "text": "Pre RS errors indicate an impairment in the network, however, the damage is small enough that the tuner can repair it. Small numbers should not impact the customer, but it is best to nip things in the bud!"
2392        },
2393        {
2394          "reference": "G000018c",
2395          "text": "Let's check out the SNR level to the tuner. If this is low, it is the likely cause of the Pre RS errors."
2396        },
2397        {
2398          "reference": "G000019a",
2399          "text": "Temperature"
2400        },
2401        {
2402          "reference": "G000019b",
2403          "text": "The TiVo box is getting too hot. This can lead to issues with the performance and reliability of the hard drive."
2404        },
2405        {
2406          "reference": "G000019c",
2407          "text": "Check to make sure nothing is blocking or covering the air vents on this device."
2408        },
2409        {
2410          "reference": "G000019d",
2411          "text": "If the device is enclosed, it must have enough room around it to make sure it doesn't overheat."
2412        },
2413        {
2414          "reference": "G000019e",
2415          "text": "Check if the device is too close to any radiators or fireplaces."
2416        },
2417        {
2418          "reference": "G000019f",
2419          "text": "If the device is properly located but still overheating, it can indicate an internal issue"
2420        },
2421        {
2422          "reference": "G000020a",
2423          "text": "Hard Disk Free Space"
2424        },
2425        {
2426          "reference": "G000020b",
2427          "text": "There is not much free space left on this hard drive, this may lead to shows being missed or deleted depending on how things are set up."
2428        },
2429        {
2430          "reference": "G000020c",
2431          "text": "A good tip if the box is always filling up is to turn off suggestions."
2432        },
2433        {
2434          "reference": "G000020d",
2435          "text": "When a series link is created, it is always best to choose how to manage the series if the box gets full."
2436        },
2437        {
2438          "reference": "G000020e",
2439          "text": "Are you only wanting to get new episodes only?"
2440        },
2441        {
2442          "reference": "G000021a",
2443          "text": "Modem Only Mode"
2444        },
2445        {
2446          "reference": "G000021b",
2447          "text": "This should only be turned on if the customer has their own WiFi router or access point."
2448        },
2449        {
2450          "reference": "G000021c",
2451          "text": "To enable the WiFi features of the Super hub, set this mode to ?off? and click update. Once the device restarts refresh the app to check all the settings are correct."
2452        },
2453        {
2454          "reference": "G000022a",
2455          "text": "WiFi Sharing"
2456        },
2457        {
2458          "reference": "G000022b",
2459          "text": "The WiFi sharing service allows Virgin Media to provide WiFi access to all it's customers when they are out and about.range."
2460        },
2461        {
2462          "reference": "G000022c",
2463          "text": "WiFi sharing is an optional service and the customer is free to opt out of it at any time they wish. There is no colour on the toggle switch, as both options are good."
2464        },
2465        {
2466          "reference": "G000022d",
2467          "text": "If you opt in, WiFi sharing uses your Superhub as a part of it's WiFi coverage. This service runs alongside your Broadband, so you won't notice it's even there."
2468        },
2469        {
2470          "reference": "G000022e",
2471          "text": "Want to change your WiFi status? Don't do it from this app, go to virginmedia.com and sign in there."
2472        },
2473        {
2474          "reference": "G000022f",
2475          "text": "Getting poor performance on the 2.4 GHz band? If all other WiFi settings are as we recommend and  you are in a busy pedestrian area it could be down to WiFi sharing."
2476        },
2477        {
2478          "reference": "G000022g",
2479          "text": "To find out, temporarily turn of WiFi sharing from this app, simply slide the toggle to ?off? and click update. Then refresh the app and run your tests again."
2480        },
2481        {
2482          "reference": "G000022h",
2483          "text": "If WiFi sharing is having an impact and the customer does not want to opt out, then check if they have a Superhub 1 or 2 and change it. Otherwise, check if the customer can use the 5 GHz band instead."
2484        },
2485        {
2486          "reference": "G000023a",
2487          "text": "WiFi Band"
2488        },
2489        {
2490          "reference": "G000023b",
2491          "text": "The Superhub 1 is a single band device, so you must choose either the 2.4 or 5 GHz band. Check out the Knowledge Base for more info on the differences."
2492        },
2493        {
2494          "reference": "G000023c",
2495          "text": "The Superhub 2, 2AC and 3 are all dual band devices, so you get the best of both the 2.4 and 5 GHz bands at the same time."
2496        },
2497        {
2498          "reference": "G000023d",
2499          "text": "Unless there is a specific reason, we recommend enabling both WiFi bands to handle all situations."
2500        },
2501        {
2502          "reference": "G000023e",
2503          "text": "To enable a particular band, click the appropriate tab then toggle the ?Enabled? slider to ?on? and click update. Refresh the app to see the changes."
2504        },
2505        {
2506          "reference": "G000024a",
2507          "text": "WiFi Rate"
2508        },
2509        {
2510          "reference": "G000024b",
2511          "text": "The WiFi rate shown on the Superhub is calculated based on the WiFi standard along with the channel width being used."
2512        },
2513        {
2514          "reference": "G000024c",
2515          "text": "For the best compatibility with all devices and environments, we recommend using ?up to 144 Mbps? on the 2.4 GHz band."
2516        },
2517        {
2518          "reference": "G000024d",
2519          "text": "If you select ?up to 300 Mbps? on the 2.4 GHz band, it will often cause conflicts with other WiFi networks which are in range. For more info see the Knowledge Base."
2520        },
2521        {
2522          "reference": "G000024e",
2523          "text": "Although the 5 GHz band is often less congested with other networks, there are other factors which can impact performance. Our recommended rate will provide the best compromise for compatibility and performance."
2524        },
2525        {
2526          "reference": "G000024f",
2527          "text": "To set the recommended value for this Superhub, click the pencil icon next to ?Rate?. Select the correct value from the list and click Update to make the change."
2528        },
2529        {
2530          "reference": "G000025a",
2531          "text": "Bandwidth"
2532        },
2533        {
2534          "reference": "G000025b",
2535          "text": "The Hub 3 uses the bandwidth and WiFi standard settings to determine the maximum WiFi rate it can achieve."
2536        },
2537        {
2538          "reference": "G000025c",
2539          "text": "For the best compatibility with all devices and environments, we recommend using ?20Mhz? on the 2.4 GHz band."
2540        },
2541        {
2542          "reference": "G000025d",
2543          "text": "For the best compatibility with all devices and environments, we recommend using ?20/40 MHz? on the 5 GHz band."
2544        },
2545        {
2546          "reference": "G000025e",
2547          "text": "To set the recommended value for this Superhub, click the pencil icon next to ?Channel Width. Select the correct value from the list and click Update to make the change."
2548        },
2549        {
2550          "reference": "G000026a",
2551          "text": "WiFi Security"
2552        },
2553        {
2554          "reference": "G000026b",
2555          "text": "WiFi uses an open Medium (?the air?) to transmit data. As a result it is important to secure your WiFi network to protect your data."
2556        },
2557        {
2558          "reference": "G000026c",
2559          "text": "WPA2-PSK is the most secure method our Superhub supports, however, to use it your WiFi client must also support this method."
2560        },
2561        {
2562          "reference": "G000026d",
2563          "text": "Older WiFi clients may not support the most secure encryption methods."
2564        },
2565        {
2566          "reference": "G000026e",
2567          "text": "The best way to run a lower security mode, is to use one of the Guest Networks on your Superhub. The primary network should remain on the higher security mode."
2568        },
2569        {
2570          "reference": "G000026f",
2571          "text": "To enableTo set up a Guest network, simply set the ?Enable? slider to ?on? under the Guest Network heading, then set the Security Mode to the one you want and click update."
2572        },
2573        {
2574          "reference": "G000026g",
2575          "text": "To set the recommended value for this Superhub, click the pencil icon next to ?Channel Width. Select the correct value from the list and click Update to make the change."
2576        },
2577        {
2578          "reference": "G000027a",
2579          "text": "WiFi Mode"
2580        },
2581        {
2582          "reference": "G000027b",
2583          "text": "The WiFi mode determines the capabilities of the WiFi network, such as the WiFi band to use, the maximum WiFi rate, the WiFi range  and it's compatibility with older devices."
2584        },
2585        {
2586          "reference": "G000027c",
2587          "text": "Typically older WiFi clients or static devices such as heating systems will use the older, lower rate WiFi modes."
2588        },
2589        {
2590          "reference": "G000027d",
2591          "text": "To ensure the right balance between compatibility and performance you should set the 2.4 GHz band to use the 802.11 b/g/n mode."
2592        },
2593        {
2594          "reference": "G000027e",
2595          "text": "Typically, devices which require high data rates and newer devices will be able to take advantage of the 5 GHz band."
2596        },
2597        {
2598          "reference": "G000027f",
2599          "text": "To ensure the right balance between compatibility and performance you should set the 5 GHz band to use the 802.11 a/n/ac mode."
2600        },
2601        {
2602          "reference": "G000027g",
2603          "text": "If you need to change the WiFi mode, first select the Band you need to update by clicking the tab. Then click the pencil icon next to ?Mode? and select the correct option. Click ?Update? to apply the changes and then refresh the app once the Hub 3 is ready."
2604        },
2605        {
2606          "reference": "G000028a",
2607          "text": "WiFi Channel"
2608        },
2609        {
2610          "reference": "G000028b",
2611          "text": "The right channel selection is important to get the best performance from your WiFi network."
2612        },
2613        {
2614          "reference": "G000028c",
2615          "text": "On the 2.4 GHz band, selecting the wrong channel can cause conflicts or congestion with other WiFi devices in the surrounding area."
2616        },
2617        {
2618          "reference": "G000028d",
2619          "text": "On the 5 GHz band, selecting the wrong channel can cause the WiFi network to take a longer time to connect"
2620        },
2621        {
2622          "reference": "G000028e",
2623          "text": "Our Superhub's are designed to be able to pick the best WiFi channel for you, so long as they are set to ?Auto?. The selection is made when the device starts up, so it is always a good idea to restart it before doing anything else if you're having issues."
2624        },
2625        {
2626          "reference": "G000028f",
2627          "text": "To change the channel to Auto, first tap either the 2.4 or 5 tab to select the right band. Then click on the pencil icon next to ?Channel? and select ?auto? from the list. Once done tap ?update? to make the change."
2628        },
2629        {
2630          "reference": "G000029a",
2631          "text": "Insertions"
2632        },
2633        {
2634          "reference": "G000029b",
2635          "text": "This shows the number of restarts wich occurring since we last polled the device."
2636        },
2637        {
2638          "reference": "G000029c",
2639          "text": "The Einstein page will show any insrtion issues over the last 7 days in the ?Connection? section."
2640        },
2641        {
2642          "reference": "G000029d",
2643          "text": "Check if Einstein is reporting a multiple customer Connection issue. If so, check the Network page for any open faults."
2644        },
2645        {
2646          "reference": "G000029e",
2647          "text": "If Einstein shows a single customer issue, then there is likely a physical fault at the premise or cabinet. Check both the Upstream and Downstream pages and ensure all RF parameters are in spec."
2648        },
2649        {
2650          "reference": "G000100a",
2651          "text": "Einstein Score"
2652        },
2653        {
2654          "reference": "G000100b",
2655          "text": "This is the first card of a guided flow to support Einstein testing"
2656        },
2657        {
2658          "reference": "G000100c",
2659          "text": "This is the second card of a guided flow to support Einstein testing"
2660        },
2661        {
2662          "reference": "G000101a",
2663          "text": "WiFI Coverage"
2664        },
2665        {
2666          "reference": "G000101b",
2667          "text": "This Flow has yet to be defined"
2668        },
2669        {
2670          "reference": "G000102a",
2671          "text": "WiFI Coverage"
2672        },
2673        {
2674          "reference": "G000102b",
2675          "text": "This Flow has yet to be defined"
2676        },
2677        {
2678          "reference": "G000103a",
2679          "text": "WiFi Capacity (2.4 GHz)"
2680        },
2681        {
2682          "reference": "G000103b",
2683          "text": "This Flow has yet to be defined"
2684        },
2685        {
2686          "reference": "G000104a",
2687          "text": "WiFi Capacity (2.4 GHz)"
2688        },
2689        {
2690          "reference": "G000104b",
2691          "text": "This Flow has yet to be defined"
2692        },
2693        {
2694          "reference": "G000105a",
2695          "text": "WiFi Capacity (5 GHz)"
2696        },
2697        {
2698          "reference": "G000105b",
2699          "text": "This Flow has yet to be defined"
2700        },
2701        {
2702          "reference": "G000106a",
2703          "text": "WiFi Capacity (5 GHz)"
2704        },
2705        {
2706          "reference": "G000106b",
2707          "text": "This Flow has yet to be defined"
2708        },
2709        {
2710          "reference": "G000107a",
2711          "text": "WiFi Congestion (2.4 GHz)"
2712        },
2713        {
2714          "reference": "G000107b",
2715          "text": "This Flow has yet to be defined"
2716        },
2717        {
2718          "reference": "G000108a",
2719          "text": "WiFi Congestion (2.4 GHz)"
2720        },
2721        {
2722          "reference": "G000108b",
2723          "text": "This Flow has yet to be defined"
2724        },
2725        {
2726          "reference": "G000109a",
2727          "text": "WiFi Congestion (5 GHz)"
2728        },
2729        {
2730          "reference": "G000109b",
2731          "text": "This Flow has yet to be defined"
2732        },
2733        {
2734          "reference": "G000110a",
2735          "text": "WiFi Congestion (5 GHz)"
2736        },
2737        {
2738          "reference": "G000110b",
2739          "text": "This Flow has yet to be defined"
2740        },
2741        {
2742          "reference": "G000111a",
2743          "text": "WiFi Wrong Band"
2744        },
2745        {
2746          "reference": "G000111b",
2747          "text": "This Flow has yet to be defined"
2748        },
2749        {
2750          "reference": "G000112a",
2751          "text": "WiFi Wrong Band"
2752        },
2753        {
2754          "reference": "G000112b",
2755          "text": "This Flow has yet to be defined"
2756        },
2757        {
2758          "reference": "G000113a",
2759          "text": "WiFi 5 GHz Boost"
2760        },
2761        {
2762          "reference": "G000113b",
2763          "text": "This Flow has yet to be defined"
2764        },
2765        {
2766          "reference": "G000114a",
2767          "text": "WiFi 5 GHz Boost"
2768        },
2769        {
2770          "reference": "G000114b",
2771          "text": "This Flow has yet to be defined"
2772        },
2773        {
2774          "reference": "G000115a",
2775          "text": "WiFi Device too near"
2776        },
2777        {
2778          "reference": "G000115b",
2779          "text": "This Flow has yet to be defined"
2780        },
2781        {
2782          "reference": "G000116a",
2783          "text": "WiFi Device too near"
2784        },
2785        {
2786          "reference": "G000116b",
2787          "text": "This Flow has yet to be defined"
2788        },
2789        {
2790          "reference": "I000001a",
2791          "text": "Due to a systems issue, we weren't able to check this account."
2792        },
2793        {
2794          "reference": "I000002a",
2795          "text": "Broadband service is PENDING INSTALL."
2796        },
2797        {
2798          "reference": "I000003a",
2799          "text": "Broadband service has been TEMPORARILY DISCONNECTED.\nDisconnected on $disconnected_date"
2800        },
2801        {
2802          "reference": "I000004a",
2803          "text": "Broadband service has been DISCONNECTED FOR NON-PAYMENT.\nDisconnected on $disconnected_date"
2804        },
2805        {
2806          "reference": "I000005a",
2807          "text": "Broadband service is PENDING RECONNECTION."
2808        },
2809        {
2810          "reference": "I000006a",
2811          "text": "Broadband service has been DISCONNECTED.\nDisconnected on $disconnected_date"
2812        },
2813        {
2814          "reference": "I000007a",
2815          "text": "Broadband service is PENDING DISCONNECTION.\nOpen work order type: $wo_type"
2816        },
2817        {
2818          "reference": "I000008a",
2819          "text": "Broadband service installation was CANCELLED OR NEVER INSTALLED."
2820        },
2821        {
2822          "reference": "I000009a",
2823          "text": "Broadband service is PENDING CHANGE."
2824        },
2825        {
2826          "reference": "I000010a",
2827          "text": "Broadband service is PENDING DISCONNECTION FOR NON-PAYMENT.\nDue for disconnection on $wo_date"
2828        },
2829        {
2830          "reference": "I000011a",
2831          "text": "Due to a systems issue, we weren't able to check the Provisioning status of this device."
2832        },
2833        {
2834          "reference": "I000012a",
2835          "text": "This device was not found in CDFE"
2836        },
2837        {
2838          "reference": "I000013a",
2839          "text": "This device was not found in CDFE"
2840        },
2841        {
2842          "reference": "I000014a",
2843          "text": "The Subscriber Status in CDFE is $value"
2844        },
2845        {
2846          "reference": "I000015a",
2847          "text": "The Subscriber Status in CDFE is $value"
2848        },
2849        {
2850          "reference": "I000016a",
2851          "text": "The HSD Subscription Status in CDFE is $value"
2852        },
2853        {
2854          "reference": "I000017a",
2855          "text": "The HSD Subscription Status in CDFE is value"
2856        },
2857        {
2858          "reference": "I000018a",
2859          "text": "The Broadband package in CDFE is not correct for the ICOMS service code"
2860        },
2861        {
2862          "reference": "I000019a",
2863          "text": "The Broadband package in CDFE is not correct for the ICOMS service code"
2864        },
2865        {
2866          "reference": "I000020a",
2867          "text": "The CPE Status in CDFE is $value"
2868        },
2869        {
2870          "reference": "I000021a",
2871          "text": "The CPE Activation Status in CDFE is CREATED"
2872        },
2873        {
2874          "reference": "I000022a",
2875          "text": "The CPE Activation Status in CDFE is AUTODISCOVERED"
2876        },
2877        {
2878          "reference": "I000023a",
2879          "text": "The CPE Activation Status in CDFE is NOT_COMMITTED_ON_NETWORK"
2880        },
2881        {
2882          "reference": "I000024a",
2883          "text": "IF value contains string 'PREPROV':\n? Provisioning issue - Pre-Provisioned\nThe device is in a pre-provisioned state\nELSE:\n? Provisioning issue - Tier of Service\nThe CPE Tier of Service does not match the one determined from the ICOMS service code"
2884        },
2885        {
2886          "reference": "I000025a",
2887          "text": "The order has been placed in the SMP manual queue.  No further order can be processed for this item of CPE."
2888        },
2889        {
2890          "reference": "I000026a",
2891          "text": "The device was not found in CDFE"
2892        },
2893        {
2894          "reference": "I000027a",
2895          "text": "The device was not found in CDFE"
2896        },
2897        {
2898          "reference": "I000028a",
2899          "text": "The device was not found in LDAP"
2900        },
2901        {
2902          "reference": "I000029a",
2903          "text": "The device status in LDAP is value"
2904        },
2905        {
2906          "reference": "I000030a",
2907          "text": "The Broadband package in LDAP is not correct for the ICOMS service code"
2908        },
2909        {
2910          "reference": "I000031a",
2911          "text": "The Broadband package in LDAP is not correct for the ICOMS service code"
2912        },
2913        {
2914          "reference": "I000032a",
2915          "text": "This device has had an intermittent connection over the last $c hours."
2916        },
2917        {
2918          "reference": "I000033a",
2919          "text": "Intermittent connection issues have been affecting multiple customers over the last $c hours"
2920        },
2921        {
2922          "reference": "I000034a",
2923          "text": "This device has had an intermittent connection over the last $c hours."
2924        },
2925        {
2926          "reference": "I000035a",
2927          "text": "Intermittent connection issues have been affecting multiple customers over the last $c hours"
2928        },
2929        {
2930          "reference": "I000036a",
2931          "text": "This device has experienced 3 QAM lock failures in the last 2hrs"
2932        },
2933        {
2934          "reference": "I000037a",
2935          "text": "Intermittent connection issues have been affecting multiple customers over the last $c days."
2936        },
2937        {
2938          "reference": "I000038a",
2939          "text": "This device has had performance issues over the last $c hours."
2940        },
2941        {
2942          "reference": "I000039a",
2943          "text": "Performance issues have been affecting multiple customers over the last $c hours"
2944        },
2945        {
2946          "reference": "I000040a",
2947          "text": "This device has had performance issues over the last $c hours."
2948        },
2949        {
2950          "reference": "I000041a",
2951          "text": "Performance issues have been affecting multiple customers over the last $c hours"
2952        },
2953        {
2954          "reference": "I000042a",
2955          "text": "This device has had performance issues over the last $c hours."
2956        },
2957        {
2958          "reference": "I000043a",
2959          "text": "Performance issues have been affecting multiple customers over the last $c hours"
2960        },
2961        {
2962          "reference": "I000044a",
2963          "text": "This device has had performance issues over the last $c hours."
2964        },
2965        {
2966          "reference": "I000045a",
2967          "text": "Performance issues have been affecting multiple customers over the last $c hours"
2968        },
2969        {
2970          "reference": "I000046a",
2971          "text": "This device has had performance issues over the last $c days."
2972        },
2973        {
2974          "reference": "I000047a",
2975          "text": "Performance issues have been affecting multiple customers over the last $c days."
2976        },
2977        {
2978          "reference": "I000048a",
2979          "text": "This device has had performance issues over the last $c days."
2980        },
2981        {
2982          "reference": "I000049a",
2983          "text": "Performance issues have been affecting multiple customers over the last $c days."
2984        },
2985        {
2986          "reference": "I000050a"
2987        },
2988        {
2989          "reference": "I000051a",
2990          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
2991        },
2992        {
2993          "reference": "I000052a"
2994        },
2995        {
2996          "reference": "I000053a",
2997          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 days."
2998        },
2999        {
3000          "reference": "I000054a"
3001        },
3002        {
3003          "reference": "I000055a",
3004          "text": "Upstream congestion issues, due to network impairments, have been affecting this device and other customers over the last $calculation1 hours."
3005        },
3006        {
3007          "reference": "I000056a"
3008        },
3009        {
3010          "reference": "I000057a",
3011          "text": "Upstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
3012        },
3013        {
3014          "reference": "I000058a"
3015        },
3016        {
3017          "reference": "I000059a",
3018          "text": "Upstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
3019        },
3020        {
3021          "reference": "I000060a"
3022        },
3023        {
3024          "reference": "I000061a",
3025          "text": "Upstream congestion issues have been affecting this device and other customers over the last $calculation1 days."
3026        },
3027        {
3028          "reference": "I000062a",
3029          "text": "Currently unable to determine whether the customer is traffic managed due to a problem with our systems"
3030        },
3031        {
3032          "reference": "I000063a",
3033          "text": "This customer's device was traffic managed within the last 30 days\nHistorical events:\nIf tmDSHist = 'X':\n   Downstream: No traffic management policy in place\nElse:\n   Downstream: tmDSHist (tmDSAge day(s) ago)\nEnd if\nIf tmUSHist = 'X':\n   Upstream: No traffic management policy in place\nElse:\n   Upstream: tmUSHist (tmUSAge day(s) ago)\nEnd if"
3034        },
3035        {
3036          "reference": "I000064a",
3037          "text": "This customer's device is currently being traffic managed\nCurrent events:\nIf tmDSNow = 'X':\n   Downstream: No traffic management policy in place\nElse:\n   Downstream: tmDSNow\nEnd if\nIf tmUSNow = 'X':\n   Upstream: No traffic management policy in place\nElse:\n   Upstream: tmUSNow\nEnd if"
3038        },
3039        {
3040          "reference": "I000065a",
3041          "text": "This customer's device is currently being traffic managed, and was also traffic managed within the last 30 days\nCurrent events:\nIf tmDSNow = 'X':\n   Downstream: No traffic management policy in place\nElse:\n   Downstream: tmDSNow\nEnd if\nIf tmUSNow = 'X':\n   Upstream: No traffic management policy in place\nElse:\n   Upstream: tmUSNow\nEnd if\nHistorical events:\nIf tmDSHist = 'X':\n   Downstream: No traffic management policy in place\nElse:\n   Downstream: tmDSHist (tmDSAge day(s) ago)\nEnd if\nIf tmUSHist = 'X':\n   Upstream: No traffic management policy in place\nElse:\n   Upstream: tmUSHist (tmUSAge day(s) ago)\nEnd if"
3042        },
3043        {
3044          "reference": "I000066a",
3045          "text": "Currently unable to determine whether the customer is traffic managed due to a problem with our systems"
3046        },
3047        {
3048          "reference": "I000067a",
3049          "text": "This customer's device was traffic managed within the last 30 days reducing their broadband speed. This is due to the customer being on a capped tier of service and exceeding their data allowance.\n\nThe customer was last traffic managed $x"
3050        },
3051        {
3052          "reference": "I000068a",
3053          "text": "This customer's device is currently traffic managed. This is due to the customer being on a capped tier of service and exceeding their data allowance."
3054        },
3055        {
3056          "reference": "I000069a",
3057          "text": "This customer's device is currently traffic managed and has also been traffic managed within the last 30 days. This is due to the customer being on a capped tier of service and exceeding their data allowance."
3058        },
3059        {
3060          "reference": "I000070a",
3061          "text": "? Error retrieving Account status\nCurrently unable to retrieve full account status for this account due to a problem with our systems"
3062        },
3063        {
3064          "reference": "I000071a",
3065          "text": "? Account issue\nTV service is PENDING INSTALL."
3066        },
3067        {
3068          "reference": "I000072a",
3069          "text": "? Account issue\nTV service has been TEMPORARILY DISCONNECTED.\nDisconnected on disconnected_date"
3070        },
3071        {
3072          "reference": "I000073a",
3073          "text": "? Account issue\nTV service has been DISCONNECTED FOR NON-PAYMENT.\nDisconnected on $disconnected_date"
3074        },
3075        {
3076          "reference": "I000074a",
3077          "text": "? Account issue\nTV service is PENDING RECONNECTION."
3078        },
3079        {
3080          "reference": "I000075a",
3081          "text": "? Account issue\nTV service has been DISCONNECTED.\nDisconnected on $disconnected_date"
3082        },
3083        {
3084          "reference": "I000076a",
3085          "text": "? Account issue\nTV service is PENDING DISCONNECTION.\nOpen work order type: $wo_type"
3086        },
3087        {
3088          "reference": "I000077a",
3089          "text": "? Account issue\nTV service installation was CANCELLED OR NEVER INSTALLED."
3090        },
3091        {
3092          "reference": "I000078a",
3093          "text": "? Account issue\nTV service is PENDING CHANGE."
3094        },
3095        {
3096          "reference": "I000079a",
3097          "text": "? Account issue\nTV service is PENDING DISCONNECTION FOR NON-PAYMENT.\nDue for disconnection on $wo_date"
3098        },
3099        {
3100          "reference": "I000080a",
3101          "text": "Currently unable to retrieve full provisioning status from the device due to a problem with our systems"
3102        },
3103        {
3104          "reference": "I000081a",
3105          "text": "The smartcard in this device has a status of $smartcard_status"
3106        },
3107        {
3108          "reference": "I000082a",
3109          "text": "The smartcard in this device has a status of $smartcard_status"
3110        },
3111        {
3112          "reference": "I000083a",
3113          "text": "The smartcard in this device has a status of $smartcard_status"
3114        },
3115        {
3116          "reference": "I000084a",
3117          "text": "The smartcard numbers in this device and ICOMS do not match\nICOMS = diagnosticObject.cpe.tvDetails.icomsSmartCardNumber\nDevice = diagnosticObject.cpe.tvDetails.smartCardNumber"
3118        },
3119        {
3120          "reference": "I000085a",
3121          "text": "There is an issue with the Network ID on this device."
3122        },
3123        {
3124          "reference": "I000086a",
3125          "text": "There is an issue with the Network ID on this device."
3126        },
3127        {
3128          "reference": "I000087a",
3129          "text": "The smartcard in this device has a status of $smartcard_status"
3130        },
3131        {
3132          "reference": "I000088a",
3133          "text": "The smartcard in this device has a status of $smartcard_status"
3134        },
3135        {
3136          "reference": "I000089a",
3137          "text": "The smartcard in this device has a status of $smartcard_status"
3138        },
3139        {
3140          "reference": "I000090a",
3141          "text": "The smartcard in this device has a status of $smartcard_status"
3142        },
3143        {
3144          "reference": "I000091a",
3145          "text": "The smartcard in this device has a status of $smartcard_status"
3146        },
3147        {
3148          "reference": "I000092a",
3149          "text": "The smartcard in this device has a status of $smartcard_status"
3150        },
3151        {
3152          "reference": "I000093a",
3153          "text": "Currently unable to retrieve full provisioning status from the device due to a problem with our systems"
3154        },
3155        {
3156          "reference": "I000094a",
3157          "text": "There is a problem with the pairing between the smartcard and this set-top box (pairing issue)"
3158        },
3159        {
3160          "reference": "I000095a",
3161          "text": "There is a problem with the pairing between the smartcard and this set-top box (pairing issue)"
3162        },
3163        {
3164          "reference": "I000096a",
3165          "text": "There is a problem with the pairing between the smartcard and this set-top box (card issue)"
3166        },
3167        {
3168          "reference": "I000097a",
3169          "text": "There is a problem with the pairing between the smartcard and this set-top box (card issue)"
3170        },
3171        {
3172          "reference": "I000098a",
3173          "text": "The smartcard for this set-top box is SUSPENDED"
3174        },
3175        {
3176          "reference": "I000099a",
3177          "text": "The smartcard for this set-top box is SUSPENDED"
3178        },
3179        {
3180          "reference": "I000100a",
3181          "text": "The smartcard for this set-top box has NOT BEEN INITIALISED"
3182        },
3183        {
3184          "reference": "I000101a",
3185          "text": "The smartcard for this set-top box has NOT BEEN INITIALISED"
3186        },
3187        {
3188          "reference": "I000102a",
3189          "text": "There is an issue with the TiVo Provisioned State:\nActivated (TiVo Data Centre) = \nIF tivo_status_tivo = 'A' THEN\nActivated\nELSEIF tivo_status_tivo = 'N' THEN\nNot activated\nEND IF\nActivated (VM Provisioning) = \nIF tivo_status_vm = 'A' THEN\nActivated\nELSEIF tivo_status_vm = 'N' THEN\nNot activated\nEND IF"
3190        },
3191        {
3192          "reference": "I000103a",
3193          "text": "There is an issue with the TiVo Provisioned State:\nActivated (TiVo Data Centre) = \nIF tivo_status_tivo = 'A' THEN\nActivated\nELSEIF tivo_status_tivo = 'N' THEN\nNot activated\nEND IF\nActivated (VM Provisioning) = \nIF tivo_status_vm = 'A' THEN\nActivated\nELSEIF tivo_status_vm = 'N' THEN\nNot activated\nEND IF"
3194        },
3195        {
3196          "reference": "I000104a",
3197          "text": "Currently unable to retrieve full provisioning status from the device due to a problem with our systems"
3198        },
3199        {
3200          "reference": "I000105a",
3201          "text": "There is an issue with the way this customer is provisioned for VoD"
3202        },
3203        {
3204          "reference": "I000106a",
3205          "text": "There is an issue with the way this customer is provisioned for VoD"
3206        },
3207        {
3208          "reference": "I000107a",
3209          "text": "There is an issue with this devices hard drive."
3210        },
3211        {
3212          "reference": "I000109a",
3213          "text": "There is an issue with this devices hard drive."
3214        },
3215        {
3216          "reference": "I000111a",
3217          "text": "There is a hard drive issue with this device."
3218        },
3219        {
3220          "reference": "I000113a",
3221          "text": "There has been an issue with the PCB temperature for this device over the last $c hours."
3222        },
3223        {
3224          "reference": "I000115a",
3225          "text": "There has been an issue with the PCB temperature for this device over the last $c hours."
3226        },
3227        {
3228          "reference": "I000117a",
3229          "text": "There has been an issue with the hard drive temperature for this device over the last $c hours."
3230        },
3231        {
3232          "reference": "I000119a",
3233          "text": "There has been an issue with the hard drive temperature for this device over the last $c hours."
3234        },
3235        {
3236          "reference": "I000121a",
3237          "text": "There has been an issue with the PCB temperature for this device over the last $c days."
3238        },
3239        {
3240          "reference": "I000123a",
3241          "text": "There has been an issue with the hard drive temperature for this device over the last $c days."
3242        },
3243        {
3244          "reference": "I000125a",
3245          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3246        },
3247        {
3248          "reference": "I000126a",
3249          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3250        },
3251        {
3252          "reference": "I000127a",
3253          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3254        },
3255        {
3256          "reference": "I000128a",
3257          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3258        },
3259        {
3260          "reference": "I000129a",
3261          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3262        },
3263        {
3264          "reference": "I000130a",
3265          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3266        },
3267        {
3268          "reference": "I000131a",
3269          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3270        },
3271        {
3272          "reference": "I000132a",
3273          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3274        },
3275        {
3276          "reference": "I000133a",
3277          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3278        },
3279        {
3280          "reference": "I000134a",
3281          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3282        },
3283        {
3284          "reference": "I000135a",
3285          "text": "There has been an issue with broadcast TV  affecting this device over the last $c hours."
3286        },
3287        {
3288          "reference": "I000136a",
3289          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c hours."
3290        },
3291        {
3292          "reference": "I000137a",
3293          "text": "There has been an issue with broadcast TV affecting this device over the last $c days."
3294        },
3295        {
3296          "reference": "I000138a",
3297          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c days."
3298        },
3299        {
3300          "reference": "I000139a",
3301          "text": "There has been an issue with broadcast TV  affecting this device over the last $c days."
3302        },
3303        {
3304          "reference": "I000140a",
3305          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c days."
3306        },
3307        {
3308          "reference": "I000141a",
3309          "text": "There has been an issue with broadcast TV  affecting this device over the last $c days."
3310        },
3311        {
3312          "reference": "I000142a",
3313          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c days."
3314        },
3315        {
3316          "reference": "I000143a",
3317          "text": "There has been an issue with broadcast TV  affecting this device over the last $c days."
3318        },
3319        {
3320          "reference": "I000144a",
3321          "text": "There has been an issue with broadcast TV affecting multiple customers over the last $c days."
3322        },
3323        {
3324          "reference": "I000145a",
3325          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3326        },
3327        {
3328          "reference": "I000146a"
3329        },
3330        {
3331          "reference": "I000147a",
3332          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3333        },
3334        {
3335          "reference": "I000148a",
3336          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3337        },
3338        {
3339          "reference": "I000149a",
3340          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3341        },
3342        {
3343          "reference": "I000150a",
3344          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3345        },
3346        {
3347          "reference": "I000151a",
3348          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3349        },
3350        {
3351          "reference": "I000152a",
3352          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3353        },
3354        {
3355          "reference": "I000153a",
3356          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3357        },
3358        {
3359          "reference": "I000154a",
3360          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3361        },
3362        {
3363          "reference": "I000155a",
3364          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3365        },
3366        {
3367          "reference": "I000156a",
3368          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3369        },
3370        {
3371          "reference": "I000157a",
3372          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3373        },
3374        {
3375          "reference": "I000158a",
3376          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3377        },
3378        {
3379          "reference": "I000159a",
3380          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3381        },
3382        {
3383          "reference": "I000160a",
3384          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3385        },
3386        {
3387          "reference": "I000161a",
3388          "text": "There has been an issue with VoD services  affecting this device over the last $c hours."
3389        },
3390        {
3391          "reference": "I000162a",
3392          "text": "There has been an issue with VoD services affecting multiple customers over the last $c hours."
3393        },
3394        {
3395          "reference": "I000163a",
3396          "text": "There has been an issue with VoD services  affecting this device over the last $c days."
3397        },
3398        {
3399          "reference": "I000164a",
3400          "text": "There has been an issue with VoD services affecting multiple customers over the last $c days."
3401        },
3402        {
3403          "reference": "I000165a",
3404          "text": "There has been an issue with VoD services  affecting this device over the last $c days."
3405        },
3406        {
3407          "reference": "I000166a",
3408          "text": "There has been an issue with VoD services affecting multiple customers over the last $c days."
3409        },
3410        {
3411          "reference": "I000167a",
3412          "text": "There has been an issue with VoD services  affecting this device over the last $c days."
3413        },
3414        {
3415          "reference": "I000168a",
3416          "text": "There has been an issue with VoD services affecting multiple customers over the last $c days."
3417        },
3418        {
3419          "reference": "I000169a",
3420          "text": "Intermittent connection issues have been affecting this device over the last $c hours."
3421        },
3422        {
3423          "reference": "I000170a",
3424          "text": "Intermittent connection issues have been affecting multiple customers over the last $c hours"
3425        },
3426        {
3427          "reference": "I000171a",
3428          "text": "Intermittent connection issues have been affecting this device over the last $c hours."
3429        },
3430        {
3431          "reference": "I000172a",
3432          "text": "Intermittent connection issues have been affecting multiple customers over the last $c hours."
3433        },
3434        {
3435          "reference": "I000173a",
3436          "text": "Intermittent connection issues have been affecting this device over the last $c days."
3437        },
3438        {
3439          "reference": "I000174a",
3440          "text": "Intermittent connection issues have been affecting multiple customers over the last $c days."
3441        },
3442        {
3443          "reference": "I000175a",
3444          "text": "Performance issues have been affecting this device over the last $c hours."
3445        },
3446        {
3447          "reference": "I000176a",
3448          "text": "Performance issues have been affecting multiple customers over the last $c hours."
3449        },
3450        {
3451          "reference": "I000177a",
3452          "text": "Performance issues have been affecting this device over the last $c hours."
3453        },
3454        {
3455          "reference": "I000178a",
3456          "text": "Performance issues have been affecting multiple customers over the last $c hours."
3457        },
3458        {
3459          "reference": "I000179a",
3460          "text": "Performance issues have been affecting this device over the last $c hours."
3461        },
3462        {
3463          "reference": "I000180a",
3464          "text": "Performance issues have been affecting multiple customers over the last $c hours."
3465        },
3466        {
3467          "reference": "I000181a",
3468          "text": "Performance issues have been affecting this device over the last $c hours."
3469        },
3470        {
3471          "reference": "I000182a",
3472          "text": "Performance issues have been affecting multiple customers over the last $c hours."
3473        },
3474        {
3475          "reference": "I000183a",
3476          "text": "Performance issues have been affecting this device over the last $c days."
3477        },
3478        {
3479          "reference": "I000184a",
3480          "text": "Performance issues have been affecting multiple customers over the last $c days."
3481        },
3482        {
3483          "reference": "I000185a",
3484          "text": "Performance issues have been affecting this device over the last $c days."
3485        },
3486        {
3487          "reference": "I000186a",
3488          "text": "Performance issues have been affecting multiple customers over the last $c days."
3489        },
3490        {
3491          "reference": "I000187a",
3492          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
3493        },
3494        {
3495          "reference": "I000188a",
3496          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
3497        },
3498        {
3499          "reference": "I000189a",
3500          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 hours."
3501        },
3502        {
3503          "reference": "I000190a",
3504          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 days."
3505        },
3506        {
3507          "reference": "I000191a",
3508          "text": "Downstream congestion issues have been affecting this device and other customers over the last $calculation1 days."
3509        },
3510        {
3511          "reference": "I000192a",
3512          "text": "Upstream congestion issues due ASM have been affecting this device and other customers over the last $calculation1 hours."
3513        },
3514        {
3515          "reference": "I000193a"
3516        },
3517        {
3518          "reference": "I000194a",
3519          "text": "Upstream congestion issues, caused by network impairments, have been affecting this device and other customers over the last $calculation1 hours."
3520        },
3521        {
3522          "reference": "I000195a"
3523        },
3524        {
3525          "reference": "I000196a",
3526          "text": "Upstream congestion issues have been affecting this device and other customers over the last <calculation1> hours."
3527        },
3528        {
3529          "reference": "I000197a"
3530        },
3531        {
3532          "reference": "I000198a",
3533          "text": "Upstream congestion issues have been affecting this device and other customers over the last $calculation1 days."
3534        },
3535        {
3536          "reference": "I000199a",
3537          "text": "Currently unable to determine the status of the device due to a timeout with the Network API system."
3538        },
3539        {
3540          "reference": "I000200a",
3541          "text": "Currently unable to determine the status of the device due to a failure connecting to the Network API system."
3542        },
3543        {
3544          "reference": "I000201a",
3545          "text": "Currently unable to determine the status of the device due to a failure connecting to the Red tools system."
3546        },
3547        {
3548          "reference": "I000202a",
3549          "text": "The device is currently unable to establish a network connection."
3550        },
3551        {
3552          "reference": "I000203a",
3553          "text": "The device is currently online, with some RF parameters outside the install specification."
3554        },
3555        {
3556          "reference": "I000204a",
3557          "text": "The status of the device cannot be determined as it was unreachable"
3558        },
3559        {
3560          "reference": "I000205a",
3561          "text": "The status of the device cannot be determined as it was unreachable"
3562        },
3563        {
3564          "reference": "I000206a",
3565          "text": "Unable to determine the status of the WiFi configuration due to a system failure."
3566        },
3567        {
3568          "reference": "I000207a",
3569          "text": "WiFi settings on this device are not set to the recommended value."
3570        },
3571        {
3572          "reference": "I000208a",
3573          "text": "Currently unable to determine the status of the device due to a timeout with the Network API system."
3574        },
3575        {
3576          "reference": "I000209a",
3577          "text": "Currently unable to determine the status of the device due to a failure connecting to the Network API system."
3578        },
3579        {
3580          "reference": "I000210a",
3581          "text": "Currently unable to determine the status of the device due to a failure connecting to the Red tools system."
3582        },
3583        {
3584          "reference": "I000211a",
3585          "text": "The device is currently unable to establish a network connection."
3586        },
3587        {
3588          "reference": "I000212a",
3589          "text": "The device is currently online, with some RF parameters outside the install specification."
3590        },
3591        {
3592          "reference": "I000213a",
3593          "text": "The status of the device cannot be currently determined as our systems did not receive a response."
3594        },
3595        {
3596          "reference": "I000214a"
3597        },
3598        {
3599          "reference": "I200001",
3600          "text": "At least one V6 box is operating at the edge of the Hub's WiFi range"
3601        },
3602        {
3603          "reference": "I200002",
3604          "text": "Multiple WiFi devices are operating at the edge of the Hub's WiFi range"
3605        },
3606        {
3607          "reference": "I200003",
3608          "text": "At least one WiFi device is operating at the edge of the Hub's WiFi range"
3609        },
3610        {
3611          "reference": "I200004",
3612          "text": "Multiple WiFi devices are operating at the edge of the Hub's WiFi range"
3613        },
3614        {
3615          "reference": "I200005",
3616          "text": "At least one V6 box is operating at the edge of the Hub's WiFi range"
3617        },
3618        {
3619          "reference": "I200006",
3620          "text": "Multiple WiFi devices are operating at the edge of the Hub's WiFi range"
3621        },
3622        {
3623          "reference": "I200007",
3624          "text": "At least one WiFi device is operating at the edge of the Hub's WiFi range"
3625        },
3626        {
3627          "reference": "I200008",
3628          "text": "Multiple WiFi devices are operating at the edge of the Hub's WiFi range"
3629        },
3630        {
3631          "reference": "I200009",
3632          "text": "At least one V6 box is experiencing issues with WiFi interference "
3633        },
3634        {
3635          "reference": "I200010",
3636          "text": "Multiple WiFi devices are experiencing issues with WiFi interference "
3637        },
3638        {
3639          "reference": "I200011",
3640          "text": "At least one WiFi device is experiencing issues with WiFi interference "
3641        },
3642        {
3643          "reference": "I200012",
3644          "text": "Multiple WiFi devices are experiencing issues with WiFi interference"
3645        },
3646        {
3647          "reference": "I200013",
3648          "text": "At least one V6 box is experiencing issues with WiFi interference "
3649        },
3650        {
3651          "reference": "I200014",
3652          "text": "Multiple WiFi devices are experiencing issues with WiFi interference "
3653        },
3654        {
3655          "reference": "I200015",
3656          "text": "At least one WiFi device is experiencing issues with WiFi interference "
3657        },
3658        {
3659          "reference": "I200016",
3660          "text": "Multiple WiFi devices are experiencing issues with WiFi interference"
3661        },
3662        {
3663          "reference": "I200017",
3664          "text": "At least one V6 box is experiencing issues with WiFi interference "
3665        },
3666        {
3667          "reference": "I200018",
3668          "text": "Multiple WiFi devices are experiencing issues with WiFi interference "
3669        },
3670        {
3671          "reference": "I200019",
3672          "text": "At least one WiFi device is experiencing issues with WiFi interference "
3673        },
3674        {
3675          "reference": "I200020",
3676          "text": "Multiple WiFi devices are experiencing issues with WiFi interference"
3677        },
3678        {
3679          "reference": "I200021",
3680          "text": "At least one V6 box is experiencing issues with WiFi interference "
3681        },
3682        {
3683          "reference": "I200023",
3684          "text": "At least one WiFi device is experiencing issues with WiFi interference "
3685        },
3686        {
3687          "reference": "I200026",
3688          "text": "In home network congestion could impact the performance of all WiFi clients"
3689        },
3690        {
3691          "reference": "I200027"
3692        },
3693        {
3694          "reference": "I200028",
3695          "text": "In home network congestion could impact the performance of all WiFi clients"
3696        },
3697        {
3698          "reference": "I200029"
3699        },
3700        {
3701          "reference": "I200030",
3702          "text": "In home network congestion could impact the performance of all WiFi clients"
3703        },
3704        {
3705          "reference": "I200031"
3706        },
3707        {
3708          "reference": "I200032",
3709          "text": "In home network congestion could impact the performance of all WiFi clients"
3710        },
3711        {
3712          "reference": "I200033"
3713        },
3714        {
3715          "reference": "I200034",
3716          "text": "In home network congestion could impact the performance of all WiFi clients"
3717        },
3718        {
3719          "reference": "I200035"
3720        },
3721        {
3722          "reference": "I200036",
3723          "text": "In home network congestion could impact the performance of all WiFi clients"
3724        },
3725        {
3726          "reference": "I200037"
3727        },
3728        {
3729          "reference": "I200038",
3730          "text": "In home network congestion could impact the performance of all WiFi clients"
3731        },
3732        {
3733          "reference": "I200039"
3734        },
3735        {
3736          "reference": "I20004",
3737          "text": "Multiple WiFi devices are experiencing issues with WiFi interference"
3738        },
3739        {
3740          "reference": "I200040",
3741          "text": "In home network congestion could impact the performance of all WiFi clients"
3742        },
3743        {
3744          "reference": "I200041"
3745        },
3746        {
3747          "reference": "I200042",
3748          "text": "In home network congestion could impact the performance of all WiFi clients"
3749        },
3750        {
3751          "reference": "I200043"
3752        },
3753        {
3754          "reference": "I200044",
3755          "text": "In home network congestion could impact the performance of all WiFi clients"
3756        },
3757        {
3758          "reference": "I200045"
3759        },
3760        {
3761          "reference": "I200046",
3762          "text": "In home network congestion could impact the performance of all WiFi clients"
3763        },
3764        {
3765          "reference": "I200047"
3766        },
3767        {
3768          "reference": "I200048",
3769          "text": "In home network congestion could impact the performance of all WiFi clients"
3770        },
3771        {
3772          "reference": "I200049",
3773          "text": "At least one V6 box would perform better on the 5GHz WiFi band"
3774        },
3775        {
3776          "reference": "I20005"
3777        },
3778        {
3779          "reference": "I200050",
3780          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz WiFi band"
3781        },
3782        {
3783          "reference": "I200051",
3784          "text": "At least one WiFi device could perform better on the 5GHz WiFi band"
3785        },
3786        {
3787          "reference": "I200052",
3788          "text": "Multiple WiFi devices could perform better on the 5GHz WiFi band"
3789        },
3790        {
3791          "reference": "I200053",
3792          "text": "At least one V6 box would perform better on the 5GHz WiFi band"
3793        },
3794        {
3795          "reference": "I200054",
3796          "text": "Multiple WiFi devices and at least one V6 box could perform better on the 5GHz WiFi band"
3797        },
3798        {
3799          "reference": "I200055",
3800          "text": "At least one WiFi device could perform better on the 5GHz WiFi band"
3801        },
3802        {
3803          "reference": "I200056",
3804          "text": "Multiple WiFi devices could perform better on the 5GHz WiFi band"
3805        },
3806        {
3807          "reference": "I200057",
3808          "text": "At least one V6 box would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3809        },
3810        {
3811          "reference": "I200058",
3812          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3813        },
3814        {
3815          "reference": "I200059",
3816          "text": "At least one WiFi device would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3817        },
3818        {
3819          "reference": "I200060",
3820          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3821        },
3822        {
3823          "reference": "I200061",
3824          "text": "At least one V6 box would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3825        },
3826        {
3827          "reference": "I200062",
3828          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3829        },
3830        {
3831          "reference": "I200063",
3832          "text": "At least one WiFi device would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3833        },
3834        {
3835          "reference": "I200064",
3836          "text": "Multiple WiFi devices would perform better on the 5GHz band but some improvements need to be made to the in home network first"
3837        },
3838        {
3839          "reference": "I200065",
3840          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
3841        },
3842        {
3843          "reference": "I200066",
3844          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
3845        },
3846        {
3847          "reference": "I200067",
3848          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
3849        },
3850        {
3851          "reference": "I200068",
3852          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
3853        },
3854        {
3855          "reference": "I200069",
3856          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
3857        },
3858        {
3859          "reference": "I200070",
3860          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
3861        },
3862        {
3863          "reference": "I200071",
3864          "text": "At least one V6 box could perform better using a wired connection.  This would also improve overall WiFi performance"
3865        },
3866        {
3867          "reference": "I200072",
3868          "text": "Multiple WiFi devices and at least one V6 box could perform better using a wired connection. This would also improve overall WiFi performance"
3869        },
3870        {
3871          "reference": "K000001a",
3872          "text": "End Of Life"
3873        },
3874        {
3875          "reference": "K000001b",
3876          "text": "This device is one of Virgin Media's older models and can do with being upgraded to ensure we provide the best service with access to all the cool new features!"
3877        },
3878        {
3879          "reference": "I200022",
3880          "text": "Multiple WiFi devices are experiencing issues with WiFi interference "
3881        },
3882        {
3883          "reference": "K000002a",
3884          "text": "Long Lock On"
3885        },
3886        {
3887          "reference": "K000002b",
3888          "text": "Following registration the Superhub takes a longer than expected time to lock on."
3889        },
3890        {
3891          "reference": "K000002e",
3892          "text": "Ensure it is out of the Walled Garden"
3893        },
3894        {
3895          "reference": "K000002f",
3896          "text": "Wait for the SuperHub to fully boot up with the Double Arrow flashing Green"
3897        },
3898        {
3899          "reference": "K000002g",
3900          "text": "If the modem stays in this state (with the tick flashing) for more than 5 minutes remove the coax cable from the back modem (fully pulling it out) and then immediately reconnect it."
3901        },
3902        {
3903          "reference": "K000002h",
3904          "text": "Wait for 1 minute. If the tick light goes blue the modem has locked onto DOCSIS 3"
3905        },
3906        {
3907          "reference": "K000002i",
3908          "text": "If the double ended arrow LED continues to flash green, again remove the coax and immediately reconnect it."
3909        },
3910        {
3911          "reference": "K000003a",
3912          "text": "Locked On but no Internet"
3913        },
3914        {
3915          "reference": "K000003b",
3916          "text": "Modem Registered on DOCSIS 3 but has no BBI Connectivity"
3917        },
3918        {
3919          "reference": "K000003c",
3920          "text": "Ensure the Upstream and Downstream sections of the Trinity Metrics tab, are in spec (Green)."
3921        },
3922        {
3923          "reference": "K000003d",
3924          "text": "In the SuperHub GUI confirm there is a WAN IP in the Device Connection Status page"
3925        },
3926        {
3927          "reference": "K000003e",
3928          "text": "If the WAN is all zeros(-) reboot it, several times if needs be"
3929        },
3930        {
3931          "reference": "K000003f",
3932          "text": "If still no WAN IP, put the SuperHub into Modem Only mode"
3933        },
3934        {
3935          "reference": "K000003g",
3936          "text": "Escalate to your PT"
3937        },
3938        {
3939          "reference": "K000004a",
3940          "text": "Compatibility - Now TV"
3941        },
3942        {
3943          "reference": "K000004b",
3944          "text": "Currently there are compatibility issues with the Now TV box causing it to be unable to connect when installed."
3945        },
3946        {
3947          "reference": "K000004c",
3948          "text": "Press the Home key 5 times on the Now TV remote"
3949        },
3950        {
3951          "reference": "K000004d",
3952          "text": "Press Fast Forward, then Play, then Rewind, then Fast forwatd buttons once"
3953        },
3954        {
3955          "reference": "K000004e",
3956          "text": "Choos \"Disable Network Ping\" on the screen and go back."
3957        },
3958        {
3959          "reference": "K000005a",
3960          "text": "Compatibility - Sharp Smart TV"
3961        },
3962        {
3963          "reference": "K000005b",
3964          "text": "Currently the Sharp Aquos Smart TV stops Wifi working on the Superhub"
3965        },
3966        {
3967          "reference": "K000005c",
3968          "text": "Swap the SuperHub 2 AC for a Mercury device"
3969        },
3970        {
3971          "reference": "K000006a",
3972          "text": "Compatibility - Apple Time Capsule"
3973        },
3974        {
3975          "reference": "K000006b",
3976          "text": "Currently compatibility issues cause Apple Time Capsules to not be able to connect using a Superhub"
3977        },
3978        {
3979          "reference": "K000006c",
3980          "text": "Swap the SuperHub 2 AC for a Mercury device"
3981        },
3982        {
3983          "reference": "K000006d"
3984        },
3985        {
3986          "reference": "K000007a",
3987          "text": "WiFi - Antennas"
3988        },
3989        {
3990          "reference": "K000007b",
3991          "text": "The WiFi antenna in this model of Superhub can sometimes become disconnected inside the device"
3992        },
3993        {
3994          "reference": "K000007c",
3995          "text": "Gently shake the Superhub from side to side, if it rattles, replace it with a newer model."
3996        },
3997        {
3998          "reference": "K000008a",
3999          "text": "5GHz continual WiFi Failure"
4000        },
4001        {
4002          "reference": "K000008b",
4003          "text": "Log into the device GUI"
4004        },
4005        {
4006          "reference": "K000008c",
4007          "text": "Go to the Wireless Networks Settings page"
4008        },
4009        {
4010          "reference": "K000008d",
4011          "text": "Ensure Wireless Band checkbxoes are ticketd"
4012        },
4013        {
4014          "reference": "K000008e",
4015          "text": "If the Band is checked, but the LEDs on the device are off, swap the device"
4016        },
4017        {
4018          "reference": "K000009a",
4019          "text": "Device - Lock Ups"
4020        },
4021        {
4022          "reference": "K000009b",
4023          "text": "Sometimes the Superhub is seen to lock up and stop transmitting data."
4024        },
4025        {
4026          "reference": "K000009c",
4027          "text": "Check if the device shows one of the following:"
4028        },
4029        {
4030          "reference": "K000009d",
4031          "text": "1. The power LED flashes red instantaneously when the device is first powered on, but nothing else happens"
4032        },
4033        {
4034          "reference": "K000009e",
4035          "text": "2. All the LEDs light up blue when the unit is powered on, but they never change state and the Super Hub doesn't boot"
4036        },
4037        {
4038          "reference": "K000009f",
4039          "text": "3. Just the bottom three LEDs and the WPS button are light up, but they are lit up dimly."
4040        },
4041        {
4042          "reference": "K000009g",
4043          "text": "If one of these occur, you will need to swap the Superhub 1 or 2 for a Superhub 3."
4044        },
4045        {
4046          "reference": "K000010a",
4047          "text": "Not In Use At Present"
4048        },
4049        {
4050          "reference": "K000011a",
4051          "text": "Not In Use At Present"
4052        },
4053        {
4054          "reference": "K000012a",
4055          "text": "Error 7013"
4056        },
4057        {
4058          "reference": "K000012b",
4059          "text": "Error 7013 / Stuck on ?Configuring Network Connection?"
4060        },
4061        {
4062          "reference": "K000012c",
4063          "text": "Check if there is an Ethernet cable plugged into the TiVo. If there is, remove it, then power the TiVo off and on (don't just press OK to retry). Reconnect the Ethernet after the TiVo has completed installation."
4064        },
4065        {
4066          "reference": "K000012d",
4067          "text": "Get FSOC to check the DEId on the ?HM' screen. If it is missing or wrong they will need to get this corrected for you."
4068        },
4069        {
4070          "reference": "K000012e",
4071          "text": "If still unresolved, give Nige a call on 01484 345101."
4072        },
4073        {
4074          "reference": "K000013a",
4075          "text": "Error 7400"
4076        },
4077        {
4078          "reference": "K000013b",
4079          "text": "Get FSOC to send an IN hit."
4080        },
4081        {
4082          "reference": "K000014a",
4083          "text": "Smartcard Issues"
4084        },
4085        {
4086          "reference": "K000014b",
4087          "text": "Smartcard \"Never paired', 'Not paired' or ?Expired' - Network_ID 09999"
4088        },
4089        {
4090          "reference": "K000014c",
4091          "text": "Go to the \"DVB Demod Status\" page in the diagnostics. Ensure it's tuned and you have a good signal (all fields apart from Transport Stream ID should be green)"
4092        },
4093        {
4094          "reference": "K000014d",
4095          "text": "Ask FSOC to check the box and card number match those shown in ICOMS, and resend the 'IN' hit."
4096        },
4097        {
4098          "reference": "K000014e",
4099          "text": "Ask FSOC to check there is a 'DEId\" on the \"HM\" screen in ICOMS. If DEId is missing or incorrect ask FSOC to email \">Central Housefile Admin\" to get it corrected. Once corrected ask FSOC to resend the 'IN' hit."
4100        },
4101        {
4102          "reference": "K000014f",
4103          "text": "Reboot the TiVo without using the diag screens. Sometimes hits fail to be processed when in diags, but the TiVo software will process them no problem."
4104        },
4105        {
4106          "reference": "K000014g",
4107          "text": "Error 7400 - ?NEVER PAIRED? virtual card"
4108        },
4109        {
4110          "reference": "K000014h",
4111          "text": "Firstly, check the box has a working return path. If not, fix it. (Wrong box on account? TiVo still paired with physical card rather than virtual one on account? No TiVo service codes on virtual card? Wrong or no hit sent? Failed hit? Downstream power too low or high? Upstream power too high?)"
4112        },
4113        {
4114          "reference": "B300001b",
4115          "text": "The WiFi Mode used by the Superhub denotes the characteristics ad capabilities of the WiFi network."
4116        },
4117        {
4118          "reference": "B300001c",
4119          "text": "802.11a was the first mode to use the 5 GHz band Up to 54 Mbps"
4120        },
4121        {
4122          "reference": "B300001d",
4123          "text": "802.11b is the oldest, slowest and most compatible mode. It is primarily now used by static, low bandwidth devices such as home heating systems. Up to 11 Mbps."
4124        },
4125        {
4126          "reference": "B300001e",
4127          "text": "802.11g For a long time this gave the best performance on the 2.4 GHz band, however, now superseded by 802.11n. Up to 54 Mbps"
4128        },
4129        {
4130          "reference": "B300001f",
4131          "text": "802.11n is the only standard to work on both the 2.4 and 5 GHz band and was the first standard to introduce channel bonding for improved throughput."
4132        },
4133        {
4134          "reference": "B300001g",
4135          "text": "802.11ac is the newest mode, giving the highest data rates. It is only available on the 5 GHz band and at present is only supported by the Superhub 2 AC and 3. Up to 1300 Mbps"
4136        },
4137        {
4138          "reference": "B300001h",
4139          "text": "Within the Superhub 1, 2 and 2AC, a combination of the WiFi mode and Channel Width is represented by  an ?up to ? selection"
4140        },
4141        {
4142          "reference": "B300002a",
4143          "text": "WiFi Channels (2.4 GHz)"
4144        },
4145        {
4146          "reference": "B300002b",
4147          "text": "The 2.4 GHz band is an un-licenced band, allowing anyone to transmit signals over it."
4148        },
4149        {
4150          "reference": "B300002c",
4151          "text": "In the UK the frequency available to the 2.4 GHz band is broken into channels numbered 1 to 13."
4152        },
4153        {
4154          "reference": "B300002d",
4155          "text": "Each channel in the 2.4 GHz band is approximately 5 MHz wide. however, the minimum channel width a Superhub uses is 20MHz."
4156        },
4157        {
4158          "reference": "B300002e",
4159          "text": "As a result out of the 13 channels available, only channels 1, 6 and 11 can be used without overlapping with another channel."
4160        },
4161        {
4162          "reference": "B300003a",
4163          "text": "WiFi Channels (5 GHz)"
4164        },
4165        {
4166          "reference": "B300003b",
4167          "text": "The 5 GHz band can be used by WiFi devices, however, it is shared with other services and is therefore more regulated than the 2.4 GHz band."
4168        },
4169        {
4170          "reference": "B300003c",
4171          "text": "In the UK the frequency available to the 5 GHz band is broken into channels numbered 1 to 13."
4172        },
4173        {
4174          "reference": "B300003d",
4175          "text": "Each channel in the 5 GHz band is 20 MHz wide. This allows for many more non-overlapping channels."
4176        },
4177        {
4178          "reference": "B300003e",
4179          "text": "On the 5 GHz band channels 36 to 48 can be used for WiFi without restriction."
4180        },
4181        {
4182          "reference": "B300003f",
4183          "text": "On the 5 GHz band channels 52 to 116 can be used for WiFi but are shared with Radar systems."
4184        },
4185        {
4186          "reference": "B300003g",
4187          "text": "If a WiFi client tries to use channels 52-116 they will first listen to the channel for 1 minute to see if any Radar systems are present. This check is repeated periodically, so that if Radar is detected the device can move off to another channel."
4188        },
4189        {
4190          "reference": "B300003h",
4191          "text": "On the 5 GHz band channels 120 to 128 can be used for WiFi without restriction."
4192        },
4193        {
4194          "reference": "B300003i",
4195          "text": "If a WiFi client tries to use channels 120-128 they will first listen to the channel for 10 minutes to see if any Radar systems are present. This check is repeated periodically, so that if Radar is detected the device can move off to another channel."
4196        },
4197        {
4198          "reference": "B300003j",
4199          "text": "This process can make it feel like the WiFi client is having difficulties connecting when it is first establishing the connection, bear this in mind if the channels are being used."
4200        },
4201        {
4202          "reference": "B300004a",
4203          "text": "WiFi Channel Bonding"
4204        },
4205        {
4206          "reference": "B300004b",
4207          "text": "A single WiFi channel is set to 20 MHz channel width and can transmit a finite amount of databased on the WiFi mode."
4208        },
4209        {
4210          "reference": "B300004c",
4211          "text": "As a part of the 802.11n mode, a device can bond 2 channels together. This allows the channel width to be increased from 20 MHz to 40 MHz."
4212        },
4213        {
4214          "reference": "B300004d",
4215          "text": "As a part of the 802.11ac mode, a device can bond 2 channels together. This allows the channel width to be increased from 20 MHz to 40 MHz."
4216        },
4217        {
4218          "reference": "B300004e",
4219          "text": "This ability allows a WiFi network to transmit more data at the same time, due to the increase size of the overall channel."
4220        },
4221        {
4222          "reference": "B300004f",
4223          "text": "The downside of channel bonding is that you take up more of the band."
4224        },
4225        {
4226          "reference": "B300004g",
4227          "text": "For this reason, we don't recommend using channel bonding on the 2.4 GHz band as there normally is not enough room in most urban situations these days."
4228        },
4229        {
4230          "reference": "B300004h",
4231          "text": "On the 5 GHz band, there is normally enough room to allow for channel bonding. However, just in case, use the WiFi Graphs in Trinity to make sure."
4232        },
4233        {
4234          "reference": "B300005a",
4235          "text": "WiFi Spacial Streams"
4236        },
4237        {
4238          "reference": "B300005b",
4239          "text": "A WiFi spacial stream is defined as a unique path between the WiFi antenna of the transmitting device to that of the receiving device.."
4240        },
4241        {
4242          "reference": "B300005c",
4243          "text": "The older WiFi modes and devices only provided one antenna, dictating that only a single spacial stream could exist."
4244        },
4245        {
4246          "reference": "B300005d",
4247          "text": "More recent modes and devices now take advantage of multi-input, multi-output (MIMO) technology."
4248        },
4249        {
4250          "reference": "B300005e",
4251          "text": "The 802.11n mode, allows the use of up to 4 spacial streams, where as the 802.11ac mode will allow up to 8."
4252        },
4253        {
4254          "reference": "B300005f",
4255          "text": "In addition to allowing WiFi to reach higher throughputs, using multiple spacial streams also overcomes signal fade and robust data transmission issues. Making our WiFi perform all the better."
4256        },
4257        {
4258          "reference": "B300006a",
4259          "text": "WiFi Channel Selection"
4260        },
4261        {
4262          "reference": "B300006b",
4263          "text": "VM recommends the Superhub being set to ?auto? for the WiFI channel."
4264        },
4265        {
4266          "reference": "B300006c",
4267          "text": "With the current firmware, our Superhun will check the environment for the best WiFi channel to connect to."
4268        },
4269        {
4270          "reference": "B300001a",
4271          "text": "WiFi  Mode"
4272        },
4273        {
4274          "reference": "B300006d",
4275          "text": "In future releases of firmware it is possible we will be using a more dynamic form of channel selection, which could adjust to environment changes. This will only work if the device is not statically set to a specific channel."
4276        },
4277        {
4278          "reference": "B300007a",
4279          "text": "WiFi Conflicts/Congestion"
4280        },
4281        {
4282          "reference": "B300007b",
4283          "text": "A limitation of WiFi networks, is that their medium, the air, is open for any device to transmit."
4284        },
4285        {
4286          "reference": "B300007c",
4287          "text": "To avoid as many collisions as possible, before sending data over the network, a WiFi client first listens to see if anyone else is transmitting. If the medium is already being used, then the client will wait until it goes clear."
4288        },
4289        {
4290          "reference": "B300007d",
4291          "text": "If a lot of WiFi networks are within range of each other, such as in a block of flats, this can slow down the performance of WiFi."
4292        },
4293        {
4294          "reference": "B300007e",
4295          "text": "If the WiFi networks are all using the same channel, this causes congestion. If the channels overlap, then this causes a conflict."
4296        },
4297        {
4298          "reference": "B300007f",
4299          "text": "WiFi congestion can slow things down, however, it does not cause errors/collisions to occur."
4300        },
4301        {
4302          "reference": "B300007g",
4303          "text": "WiFI conflicts will cause errors and collisions to occur when devices from each network transmit at the same time. However, when only one is transmitting, there will appear to be no issue."
4304        },
4305        {
4306          "reference": "B300007h",
4307          "text": "It is best to use the Trinity WiFi graphs to check if there are any other WiFi networks which could conflict or congest the band."
4308        },
4309        {
4310          "reference": "B300008a",
4311          "text": "WiFi Sharing"
4312        },
4313        {
4314          "reference": "B300008b",
4315          "text": "WiFi Sharing provides access to Virgin customers using their mobile device while out and about."
4316        },
4317        {
4318          "reference": "B300008c",
4319          "text": "To take advantage of WiFi Sharing, you must be opted in to the service. This can be changed on our website."
4320        },
4321        {
4322          "reference": "B300008d"
4323        },
4324        {
4325          "reference": "B300009a",
4326          "text": "WiFi 2.4 v. 5 GHz"
4327        },
4328        {
4329          "reference": "B300009b",
4330          "text": "There are two RF bands which are available for use by WiFi networks. These are 2.4 GHz and 5 GHz."
4331        },
4332        {
4333          "reference": "B300009c",
4334          "text": "Not all devices will be able to connect to both bands, it depends on which WiFi modes they support."
4335        },
4336        {
4337          "reference": "B300009d",
4338          "text": "The 2.4 GHz band will be used by devices which support the 802.11b/g/n modes."
4339        },
4340        {
4341          "reference": "B300009e",
4342          "text": "The 802.11b/g/n modes are supported by almost all consumer Wi-FI clients. This means it provides the best compatibility."
4343        },
4344        {
4345          "reference": "B300009f",
4346          "text": "The 2.4 GHz band is less susceptible to signal loss when passing through obstacles. This means it generally functions better over a wider range."
4347        },
4348        {
4349          "reference": "B300009g",
4350          "text": "The 5 GHz band will be used by devices which support the 802.11a/n/ac modes."
4351        },
4352        {
4353          "reference": "B300009h",
4354          "text": "The 5 GHz band is predominantly used by newer devices, as it is seen to be less congested."
4355        },
4356        {
4357          "reference": "B300009i",
4358          "text": "The 5 GHz also gives better performance as it is able to make use of newer WiFI modes and their features."
4359        },
4360        {
4361          "reference": "B300009j",
4362          "text": "The 5 GHz band is more susceptible to signal loss when passing through obstacles. This means it generally functions better over a shorter range."
4363        },
4364        {
4365          "reference": "B300010a",
4366          "text": "WiFi Interference"
4367        },
4368        {
4369          "reference": "B300010b",
4370          "text": "WiFi uses an open medium (the air) to transmit RF signals carrying data."
4371        },
4372        {
4373          "reference": "B300010c",
4374          "text": "WiFi is susceptible to all forms of Radio Frequency Interference (RFI) and Electro-Magnetic Interference (EMI) from other devices in the home."
4375        },
4376        {
4377          "reference": "B300010d",
4378          "text": "The 2.4 GHz band can be affected by : Microwaves, Cordless Telephones, Baby Monitors, Fluorescent Lights, Games Console Controllers, Surrounding Wireless Access Points and Home Automation Systems"
4379        },
4380        {
4381          "reference": "B300010e",
4382          "text": "The 5 GHz band is really only affected if Radar systems are nearby."
4383        },
4384        {
4385          "reference": "B300010f",
4386          "text": "WiFi can also be affected by physical interference from things such as : Masses of water (e.g fish tanks), High Humidity, Rain, Lightning, Construction of the premise (e.g steel beams, thick solid walls etc)"
4387        },
4388        {
4389          "reference": "B300010g",
4390          "text": "As a result of these causes of interference, the positioning of the Superhub is crucial to providing the customer with the best WiFi service possible."
4391        },
4392        {
4393          "reference": "B300010h",
4394          "text": "It is always a good idea to use the Trinity Home Check function when setting up a Superhub's location. This way you can identify any black spots that may be present."
4395        },
4396        {
4397          "reference": "B300011a",
4398          "text": "WiFi SSID"
4399        },
4400        {
4401          "reference": "B300011b",
4402          "text": "WiFi networks make it easy to identify themselves by the use of a Service Set Identifier (SSID)."
4403        },
4404        {
4405          "reference": "B300011c",
4406          "text": "The SSID (or name) of the network must be an alpha-numeric string of unto 32 characters."
4407        },
4408        {
4409          "reference": "B300011d",
4410          "text": "If broadcasting is enabled, the SSID will appear in the list of networks within range on the WiFi client."
4411        },
4412        {
4413          "reference": "B300011e",
4414          "text": "Multiple SSIDs broadcasting from a single Access Point usually denote different set ups. E.g. VM123-5G for a 5 GHz SSID and VM123-2G for a 2.4 GHz SSID as seen on some Superhubs."
4415        },
4416        {
4417          "reference": "B300011f",
4418          "text": "The VM Superhubs allow customers to use ?Guest? networks, by using a different SSID, quite often these are used to provide compatibility to older WiFi clients without compromising the functionality of any newer clients in the home."
4419        },
4420        {
4421          "reference": "B300012a",
4422          "text": "WiFi security"
4423        },
4424        {
4425          "reference": "B300012b",
4426          "text": "WiFi networks broadcast their signals into the air, so any WiFi client within range will receive the data."
4427        },
4428        {
4429          "reference": "B300012c",
4430          "text": "WiFi networks are at risk of data theft if no encryption is applied to the data signals being transmitted."
4431        },
4432        {
4433          "reference": "B300012d",
4434          "text": "Wired Equivalent Privacy (WEP) was the first encryption mechanism released for WiFi networks. It was intended to give comparable security to that of a wired network."
4435        },
4436        {
4437          "reference": "B300012e",
4438          "text": "WiFi Protected Access (WPA) was initially released in 2003 and ratified in 2004 as WPA2, to provide increased security and overcome weaknesses found in WEP."
4439        },
4440        {
4441          "reference": "B300012f",
4442          "text": "WPA2 Personal (also known as WPA2-PSK) is the implementation used for home and small office networks. This uses either a 64bit Hexi-decimal code or the more commonly used passphrase to encrypt each and every packet transmitted between devices."
4443        },
4444        {
4445          "reference": "B300012g",
4446          "text": "WPA2 Enterprise is used within large office networks, as it requires a separate Radius server to provide authentication."
4447        },
4448        {
4449          "reference": "B300013a",
4450          "text": "WiFi Broadcast"
4451        },
4452        {
4453          "reference": "B300013b",
4454          "text": "WiFi networks broadcast their signals into the air, so they can be received by any WiFi clients in range."
4455        },
4456        {
4457          "reference": "B300013c",
4458          "text": "WiFi broadcasting is a feature that allows the WiFi client to display the network to the customer."
4459        },
4460        {
4461          "reference": "B300013d",
4462          "text": "The WiFi broadcasting feature is normally on by default on all WiFi routers and access points. This makes it easy to connect to them when setting things up."
4463        },
4464        {
4465          "reference": "B300013e",
4466          "text": "If WiFi broadcasting is turned off, then any new clients which want to connect, must have the SSID entered manually."
4467        },
4468        {
4469          "reference": "B300014a",
4470          "text": "WiFi Rates"
4471        },
4472        {
4473          "reference": "B300014b",
4474          "text": "WiFi networks are able to achieve different data throughput rates based on their WiFi mode."
4475        },
4476        {
4477          "reference": "B300014c",
4478          "text": "The WiFi Rate is often used to represent the configuration of the network."
4479        },
4480        {
4481          "reference": "B300014d",
4482          "text": "802.11a is not able to channel bond so this would show as ?up to 54Mbps?"
4483        },
4484        {
4485          "reference": "B300014e",
4486          "text": "802.11b is not able to channel bond so this would show as ?up to 11 Mbps?"
4487        },
4488        {
4489          "reference": "B300014f",
4490          "text": "802.11g is not able to channel bond so this would show as ?up to 54 Mbps?"
4491        },
4492        {
4493          "reference": "B300014g",
4494          "text": "802.11n when using a single 20MHz channel would show ?up to 144 Mbps?. We would recommend using this for the 2.4GHz band on all devices, or for the 5 GHz band on a Superhub 1."
4495        },
4496        {
4497          "reference": "B300014h",
4498          "text": "802.11n when used with a 40 Mhz channel would show ?up to 300Mbps?. We would only suggest using this on the 5 GHz band on either a Superhub 2 or 2AC."
4499        },
4500        {
4501          "reference": "B300014i",
4502          "text": "802.11ac"
4503        },
4504        {
4505          "reference": "B300015a",
4506          "text": "Wi-FI Phy/real"
4507        },
4508        {
4509          "reference": "B300015b",
4510          "text": "The configuration of the WiFi network will affect the speed the customer can achieve."
4511        },
4512        {
4513          "reference": "B300015c",
4514          "text": "WiFi speeds are always quoted by the rate the physical layer can achieve, in other words how fast signals can transmit through the air."
4515        },
4516        {
4517          "reference": "B300015d",
4518          "text": "The customer should expect to achieve data throughput speeds of around 50-60% of the physical rate."
4519        },
4520        {
4521          "reference": "C000001a",
4522          "text": "Oops! Those details are wrong. Be careful next time, as 3 failed attempts in a row will lock the account for 20 minutes"
4523        },
4524        {
4525          "reference": "C000002a",
4526          "text": "Sorry I can't check those details right now as the server is not responding. Wait a few minutes and try again, if this continues to persist then please contact your IT helpdesk"
4527        },
4528        {
4529          "reference": "C000003a",
4530          "text": "Sorry! I cannot access your missions right now. Try to refresh the list, scan a barcode or use the manual search to find your customer. If the problem persists, please contact your IT helpdesk."
4531        },
4532        {
4533          "reference": "C000004a",
4534          "text": "That's strange, I cannot find any Missions for you at the moment."
4535        },
4536        {
4537          "reference": "C000005a",
4538          "text": "Devices in the customer's home have RF levels out of spec, this could lead to further issues, we would rather you bring these levels in spec before you leave. Are you sure you want to complete this mission as you may be asked to justify this action?"
4539        },
4540        {
4541          "reference": "C000006a",
4542          "text": "No Guided Resolution available"
4543        },
4544        {
4545          "reference": "C000007a",
4546          "text": "Hold On! Trinity is busy, processing other requests. Give it a minute before trying to refresh the data again."
4547        },
4548        {
4549          "reference": "C000008a",
4550          "text": "Oops! I seem to have lost the signal, so there's not much I can do until I get it back."
4551        },
4552        {
4553          "reference": "C000009a",
4554          "text": "There has been no response from the back end system, it must have been something I said! Wait a few minutes and try again, if this continues to persist then please contact your IT helpdesk"
4555        },
4556        {
4557          "reference": "C000010a",
4558          "text": "Oops! I seem to have lost the signal, try running the speed test again once you have reconnected me."
4559        },
4560        {
4561          "reference": "C000011a",
4562          "text": "Something's interrupted the test and I cannot get the results. Make sure you have a good WiFi signal before  retrying the test again."
4563        },
4564        {
4565          "reference": "C000012a",
4566          "text": "I couldn't recognize that, please try again"
4567        },
4568        {
4569          "reference": "C000013a",
4570          "text": "I couldn't recognize that, please try again"
4571        },
4572        {
4573          "reference": "C000014a",
4574          "text": "Your request to reboot the device failed. Give it a minute before trying again, or simply reboot the device manually."
4575        },
4576        {
4577          "reference": "C000014b",
4578          "text": "Your request to reboot the device was successful!"
4579        },
4580        {
4581          "reference": "C000015a",
4582          "text": "I couldn't contact the customer's device to apply your changes. Give it a minute before trying again. If this issue persists, I would recommend logging into the device's GUI using a web browser and updating the settings manually."
4583        },
4584        {
4585          "reference": "C000015b",
4586          "text": "Updates applied successfully!"
4587        },
4588        {
4589          "reference": "C000016a",
4590          "text": "I couldn't update the devices WiFi Sharing settings. Give it a minute before trying again."
4591        },
4592        {
4593          "reference": "C000017a",
4594          "text": "No Guided Flow is present."
4595        },
4596        {
4597          "reference": "C000018a",
4598          "text": "That's not correct! The password should be printed on the device but you should check with the customer in case they have changed it."
4599        },
4600        {
4601          "reference": "C000019a",
4602          "text": "Sorry I can't check those details right now as the server is not responding. Wait a few minutes and try again, if this continues to persist then please contact your IT helpdesk"
4603        },
4604        {
4605          "reference": "C000020a",
4606          "text": "Sorry I can't check those details right now as the server is not responding. Wait a few minutes and try again, if this continues to persist then please contact your IT helpdesk"
4607        },
4608        {
4609          "reference": "C000021a",
4610          "text": "Oops! All the sections have to be completed before you can submit the form."
4611        },
4612        {
4613          "reference": "C000022a",
4614          "text": "I'm drawing a blank! Give it a minute and then try to refresh the data. If this continues please contact your IT helpdesk."
4615        },
4616        {
4617          "reference": "C000023a",
4618          "text": "-"
4619        },
4620        {
4621          "reference": "C000024a",
4622          "text": "Service Down!"
4623        },
4624        {
4625          "reference": "C000025a",
4626          "text": "Account"
4627        },
4628        {
4629          "reference": "C000025b",
4630          "text": "Provisioning"
4631        },
4632        {
4633          "reference": "C000025c",
4634          "text": "Smartcard"
4635        },
4636        {
4637          "reference": "C000025d",
4638          "text": "TV Performance"
4639        },
4640        {
4641          "reference": "C000025e",
4642          "text": "VOD Provisioning"
4643        },
4644        {
4645          "reference": "C000025f",
4646          "text": "Connectivity"
4647        },
4648        {
4649          "reference": "C000025g",
4650          "text": "Performance"
4651        },
4652        {
4653          "reference": "C000025h",
4654          "text": "Congestion"
4655        },
4656        {
4657          "reference": "C000025i",
4658          "text": "Traffic Management"
4659        },
4660        {
4661          "reference": "C000025j",
4662          "text": "RF Parameters"
4663        },
4664        {
4665          "reference": "C000025k",
4666          "text": "TV Hardware"
4667        },
4668        {
4669          "reference": "C000025l",
4670          "text": ""
4671        },
4672        {
4673          "reference": "C000025m",
4674          "text": "TV Event Log"
4675        },
4676        {
4677          "reference": "C000026a",
4678          "text": "WiFi Setup"
4679        },
4680        {
4681          "reference": "C000027a",
4682          "text": "No Connection"
4683        },
4684        {
4685          "reference": "C000027b",
4686          "text": "Slow Speeds"
4687        },
4688        {
4689          "reference": "C000027c",
4690          "text": "WiFi Issues"
4691        },
4692        {
4693          "reference": "C000027d",
4694          "text": "BBI and DTV issues"
4695        },
4696        {
4697          "reference": "C000028a",
4698          "text": "No Picture/Sound"
4699        },
4700        {
4701          "reference": "C000028b",
4702          "text": "No interactive"
4703        },
4704        {
4705          "reference": "C000028c",
4706          "text": "Recording Issues"
4707        },
4708        {
4709          "reference": "C000028d",
4710          "text": "BBI and DTV issues"
4711        },
4712        {
4713          "reference": "C000029a",
4714          "text": "Constantly"
4715        },
4716        {
4717          "reference": "C000029b",
4718          "text": "Daytime Only"
4719        },
4720        {
4721          "reference": "C000029c",
4722          "text": "Evening Only"
4723        },
4724        {
4725          "reference": "C000029d",
4726          "text": "Randomly"
4727        },
4728        {
4729          "reference": "C000030a",
4730          "text": "Replaced Kit"
4731        },
4732        {
4733          "reference": "C000030b",
4734          "text": "Tweaked Setup"
4735        },
4736        {
4737          "reference": "C000030c",
4738          "text": "Escalated - Care"
4739        },
4740        {
4741          "reference": "C000030d",
4742          "text": "Escalated - Networks"
4743        },
4744        {
4745          "reference": "C000031a",
4746          "text": "Coverage"
4747        },
4748        {
4749          "reference": "C000031b",
4750          "text": "Capacity (2.4GHz)"
4751        },
4752        {
4753          "reference": "C000031c",
4754          "text": "Capacity (5GHz)"
4755        },
4756        {
4757          "reference": "C000031d",
4758          "text": "WiFi Congestion (2.4GHz)"
4759        },
4760        {
4761          "reference": "C000031e",
4762          "text": "WiFi Congestion (5GHz)"
4763        },
4764        {
4765          "reference": "C000032a",
4766          "text": "WiFi Setup"
4767        },
4768        {
4769          "reference": "C000032b",
4770          "text": "Device on Wrong Band"
4771        },
4772        {
4773          "reference": "C000032c",
4774          "text": "5 Ghz Boost"
4775        },
4776        {
4777          "reference": "C000032d",
4778          "text": "Device Too Near"
4779        },
4780        {
4781          "reference": "C000034a",
4782          "text": "Broadband Outage"
4783        },
4784        {
4785          "reference": "C000034b",
4786          "text": "TV Outage"
4787        },
4788        {
4789          "reference": "C000034c",
4790          "text": "Network Change"
4791        },
4792        {
4793          "reference": "C000034d",
4794          "text": "Network Maintenance"
4795        },
4796        {
4797          "reference": "C000034e",
4798          "text": "Broadband Fault"
4799        },
4800        {
4801          "reference": "C000034f",
4802          "text": "VOD Fault"
4803        },
4804        {
4805          "reference": "C000034g",
4806          "text": "Platform Fault"
4807        },
4808        {
4809          "reference": "C000034h",
4810          "text": "Unconfirmed Outage"
4811        },
4812        {
4813          "reference": "C000035a",
4814          "text": "I'll just be a minute, some devices are being slow to respond to your request. Why not check the Account tab while you wait?"
4815        },
4816        {
4817          "reference": "C000036a",
4818          "text": "WiFi Sharing Change Limit"
4819        },
4820        {
4821          "reference": "C000036b",
4822          "text": "Only 4 change per day are allowed to the WiFi Sharing service. If you need more please get the customer to update the service from the My Virgin Media portal."
4823        },
4824        {
4825          "reference": "C000037a",
4826          "text": "The Hub is not returning the list of connected devices. Please troubleshoot the Hub first and then refresh the app to gain access to the WiFi Assurance data."
4827        },
4828        {
4829          "reference": "C000038a",
4830          "text": "Account"
4831        },
4832        {
4833          "reference": "C000038b",
4834          "text": "Provisioning"
4835        },
4836        {
4837          "reference": "C000038c",
4838          "text": "Smartcard"
4839        },
4840        {
4841          "reference": "C000038d",
4842          "text": "TV Performance"
4843        },
4844        {
4845          "reference": "C000038e",
4846          "text": "VOD Provisioning"
4847        },
4848        {
4849          "reference": "C000038f",
4850          "text": "Connectivity"
4851        },
4852        {
4853          "reference": "C000038g",
4854          "text": "Performance"
4855        },
4856        {
4857          "reference": "C000038h",
4858          "text": "Congestion"
4859        },
4860        {
4861          "reference": "C000038i",
4862          "text": "Traffic Management"
4863        },
4864        {
4865          "reference": "C000038j",
4866          "text": "RF Parameters"
4867        },
4868        {
4869          "reference": "C000038k",
4870          "text": "TV Hardware"
4871        },
4872        {
4873          "reference": "C000038l",
4874          "text": ""
4875        },
4876        {
4877          "reference": "C000038m",
4878          "text": "TV Event Log"
4879        },
4880        {
4881          "reference": "C000038n",
4882          "text": "WiFi Setup"
4883        },
4884        {
4885          "reference": "C000039a",
4886          "text": "Account"
4887        },
4888        {
4889          "reference": "C000039b",
4890          "text": "Provisioning"
4891        },
4892        {
4893          "reference": "C000039c",
4894          "text": "Smartcard"
4895        },
4896        {
4897          "reference": "C000039d",
4898          "text": "TV Performance"
4899        },
4900        {
4901          "reference": "C000039e",
4902          "text": "VOD Provisioning"
4903        },
4904        {
4905          "reference": "C000039f",
4906          "text": "Connectivity"
4907        },
4908        {
4909          "reference": "C000039g",
4910          "text": "Performance"
4911        },
4912        {
4913          "reference": "C000039h",
4914          "text": "Congestion"
4915        },
4916        {
4917          "reference": "C000039i",
4918          "text": "Traffic Management"
4919        },
4920        {
4921          "reference": "C000039j",
4922          "text": "RF Parameters"
4923        },
4924        {
4925          "reference": "C000039k",
4926          "text": "TV Hardware"
4927        },
4928        {
4929          "reference": "C000039l",
4930          "text": ""
4931        },
4932        {
4933          "reference": "B100001b",
4934          "text": "Einstein utilises data from multiple systems to identify issues impacting the customer's service."
4935        },
4936        {
4937          "reference": "B100001c",
4938          "text": "Einstein uses data gathered on an hourly basis, over a 7 day rolling period to identify the severity of any impacting issues."
4939        },
4940        {
4941          "reference": "B100001d",
4942          "text": "Einstein applies Engineering accepted business logic to each hourly poll to identify any devices experiencing issues."
4943        },
4944        {
4945          "reference": "B100001e",
4946          "text": "Einstein applies the logic across all 7 day's worth of collected data to identify if the issues are  'acute' (short-term) or 'chronic' (long-term)"
4947        },
4948        {
4949          "reference": "B100001f",
4950          "text": "Einstein uses different thresholds for acute and chronic issues to ensure the best outcome for the customer is achieved."
4951        },
4952        {
4953          "reference": "B100001g",
4954          "text": "Einstein checks for similar issues affecting other customer's on the same Level 4 cabinet to determine if an issue affects multiple customers."
4955        },
4956        {
4957          "reference": "B100001h",
4958          "text": "Trinity gathers 2 Einstein results each time you load a mission, so you can get  abetter insight into the issue by comparing them."
4959        },
4960        {
4961          "reference": "B100001i",
4962          "text": "The Einstein NOW tab shows the output of the current Einstein response."
4963        },
4964        {
4965          "reference": "B100001j",
4966          "text": "The Einstein THEN tab shows the output of the Einstein response, which was generated at the time your mission was booked."
4967        },
4968        {
4969          "reference": "B100001k",
4970          "text": "Expect to see differences in the responses between the NOW and THEN tabs, as either the situation or the time period will have changed."
4971        },
4972        {
4973          "reference": "B100001l",
4974          "text": "Bear in mind that although you may have fixed an issue, the NOW tab is unlikely to go clear, as Einstein will have to wait for new hourly polls to come in first."
4975        },
4976        {
4977          "reference": "B100002a",
4978          "text": "Slow Speeds"
4979        },
4980        {
4981          "reference": "B100002b",
4982          "text": "When a customer experiences ?slow speeds? there are 3 main areas which need to be considered. The premise, the VM network and the Internet ."
4983        },
4984        {
4985          "reference": "B100002c",
4986          "text": "Trinity includes a built in version of the Ookla Speed Test, use this to get a baseline of how the connection is performing"
4987        },
4988        {
4989          "reference": "B100002d",
4990          "text": "The Network section of Trinity will display any open congestion tickets. However, due to the nature of how faults are created, make sure the CMTS mentioned is the one the device is connected to before attributing the issue to that."
4991        },
4992        {
4993          "reference": "B100002e",
4994          "text": "Even if there is an open congestion fault, you can still make a difference to the performance if Trinity identifies issues with the set up of the device."
4995        },
4996        {
4997          "reference": "B100002f",
4998          "text": "If the customer is using WiFi to connect to their Superhub, perform a WiFi home check to ensure they will be able to get the best from their service."
4999        },
5000        {
5001          "reference": "B100002g",
5002          "text": "Bear in mind, that even if there are no issues at the premise or on the VM network, the customer can still experience bottlenecks on the internet getting to their desired destination."
5003        },
5004        {
5005          "reference": "B100002h",
5006          "text": "Most desktops or laptops will provide network diagnostic tools. The most common ones are ping, trace route and path ping. Use these to assist in identifying bottlenecks if required."
5007        },
5008        {
5009          "reference": "B100003a",
5010          "text": "Intermittent Connection"
5011        },
5012        {
5013          "reference": "B100003b",
5014          "text": "Customers may experience an intermittent connection if either their WiFi network drops out, or the Superhub goes offline"
5015        },
5016        {
5017          "reference": "B100003c",
5018          "text": "WiFi range and performance can be affected by a number of factors, check the WiFi sections for more info."
5019        },
5020        {
5021          "reference": "B100003d",
5022          "text": "The cable modem's connection  will in most cases be impacted by: RF levels being incorrect, poor signal quality or a loss of power."
5023        },
5024        {
5025          "reference": "B100003e",
5026          "text": "Trinity should make identifying the causes of intermittent connections simpler, as all the info you need is summarised on the Metrics tab."
5027        },
5028        {
5029          "reference": "B100003f",
5030          "text": "Einstein will identify any acute or chronic insertion issues. An insertion is a very short-term loss of connection, in most cases under 3 minutes."
5031        },
5032        {
5033          "reference": "B100003g",
5034          "text": "Einstein will also identify if this is affecting multiple customers on the cabinet, if this is the case, escalate the issue to Networks."
5035        },
5036        {
5037          "reference": "B100003h",
5038          "text": "The Upstream and Downstream sections will identify any out of spec RF parameters, ensure all channels are green, and well within the acceptable window. Note that if a level is close to the edge, this may be fluctuating causing the intermittent loss."
5039        },
5040        {
5041          "reference": "B100003i",
5042          "text": "The connectivity section provides flap data from the last hour from the CMTS. It is worth checking that the power adjust and Miss/Hit values are acceptable as again these can indicate causes of intermittent loss."
5043        },
5044        {
5045          "reference": "B100004a",
5046          "text": "Einstein"
5047        },
5048        {
5049          "reference": "B100004b",
5050          "text": "Congestion issues occur when the utilisation of a channel or group of channels is so high, that further requests are delayed."
5051        },
5052        {
5053          "reference": "B100004c",
5054          "text": "At present individual channels are flagged as congested, if their total utilisation exceeds 90% of payload capacity for more than 10% of a week."
5055        },
5056        {
5057          "reference": "B100004d",
5058          "text": "The payload capacity is the total amount of customer data which can be transmitted through the network, measured in Mbps."
5059        },
5060        {
5061          "reference": "B100004e",
5062          "text": "Einstein reports congestion issues affecting a customer, so long as there is not an open Outage present. SO make sure to check the Network section of Trinity as well."
5063        },
5064        {
5065          "reference": "B100004f",
5066          "text": "Einstein long term congestion issues should be reported  to the CNMC/FSOC to be raised into Remedy if required."
5067        },
5068        {
5069          "reference": "B100005a",
5070          "text": "Glossary HFC"
5071        },
5072        {
5073          "reference": "B100005b",
5074          "text": "Cable Modem Termination System (CMTS) is the Virgin Media router which connects the IP network to the Access network."
5075        },
5076        {
5077          "reference": "B100005c",
5078          "text": "Advanced Spectrum Management (ASM) - An upstream data protection mechanism."
5079        },
5080        {
5081          "reference": "B100005d",
5082          "text": "Service Set Identifier (SSID) - WiFi network name, use to denote a specific configuration set."
5083        },
5084        {
5085          "reference": "B100001a",
5086          "text": "Congestion"
5087        },
5088        {
5089          "reference": "B100005e",
5090          "text": "Correctable Codeword Errors (CCER) - Data blocks which could be sent after damage repaired."
5091        },
5092        {
5093          "reference": "B100005f",
5094          "text": "Uncorrectable Codeword Errors (UCER) -Data blocks which cannot be sent due to damage"
5095        },
5096        {
5097          "reference": "B100006a",
5098          "text": "Glossary WiFi"
5099        },
5100        {
5101          "reference": "B100007a",
5102          "text": "Network Topology"
5103        },
5104        {
5105          "reference": "B100007b",
5106          "text": "Inter-Connect Router"
5107        },
5108        {
5109          "reference": "B100007c",
5110          "text": "Level 1 - Headend"
5111        },
5112        {
5113          "reference": "B100007d",
5114          "text": "Core Router"
5115        },
5116        {
5117          "reference": "B100007e",
5118          "text": "Level 2 - Hubsite"
5119        },
5120        {
5121          "reference": "B100007f",
5122          "text": "CMTS"
5123        },
5124        {
5125          "reference": "B100007g",
5126          "text": "Downstream Serving area"
5127        },
5128        {
5129          "reference": "B100007h",
5130          "text": "Upstream Serving Area"
5131        },
5132        {
5133          "reference": "B100007i",
5134          "text": "Forward Path Matrix"
5135        },
5136        {
5137          "reference": "B100007j",
5138          "text": "Return Path Matrix"
5139        },
5140        {
5141          "reference": "B100007k",
5142          "text": "Level 3 - Optical Fibre Node"
5143        },
5144        {
5145          "reference": "B100007l",
5146          "text": "Level 4 - Distribution Amplifier (Cabinet)"
5147        },
5148        {
5149          "reference": "B100007m",
5150          "text": "Level 5 - Distribution Point (Cabinet/Chamber/Lock box)"
5151        },
5152        {
5153          "reference": "B100008a",
5154          "text": "Trinity FAQs"
5155        },
5156        {
5157          "reference": "B100008a",
5158          "text": "You Can Do!"
5159        },
5160        {
5161          "reference": "B200001a",
5162          "text": "DOCSIS"
5163        },
5164        {
5165          "reference": "B200001b",
5166          "text": "The Data Over Cable Service Interface Specification (DOCSIS) standard defines the protocols by which a cable modem functions on the Virgin network."
5167        },
5168        {
5169          "reference": "B200001c",
5170          "text": "DOCSIS caters for the American NTSC standard (Annex A) provideing downstream channels which are 6 MHz wide. Virgin uses this to deliver DOCSIS 1.0/1.1 services in some areas."
5171        },
5172        {
5173          "reference": "B200001d",
5174          "text": "DOCSIS caters for the European PAL standard (Annex B)providing downstream channels which are 8 MHz wide. Virgin uses this to deliver it's DOCSIS2.0/3.0, as well as some DOCSIS 1.0/1.1 services,. It provides more bandwidth per individual channel than Annex A."
5175        },
5176        {
5177          "reference": "B200001e",
5178          "text": "DOCSIS version 1.0 was released in 1997 and later updated to version 1.1 in 1999. Later releases of DoCSIS 2.0 in 2001 and DOCSIS 3.0 in 2006 were seen, following the need for increased data rates and the support of features such as IP telephony."
5179        },
5180        {
5181          "reference": "B200001f",
5182          "text": "DOCSIS 1.0 - 3.0 support downstream channel widths of either 6MHz or 8MHz using either 64QAM or 256QAM modulation profiles."
5183        },
5184        {
5185          "reference": "B200001g",
5186          "text": "DOCSIS 1.0/1.1 support upstreams of 200Hz - 3.2 MHz channel width and using either QPSK or 16QAM modulation profiles."
5187        },
5188        {
5189          "reference": "B200001h",
5190          "text": "DOCSIS 2.0/3.0 allow upstream channel widths to increase to 6.4 MHz and provide the additional 32QAM and 64QAM modulation profiles as a part of their release."
5191        },
5192        {
5193          "reference": "B200001i",
5194          "text": "Virgin employs use of the Time Division Multiple Access (tdma) method for determining upstream transmissions for DOCSIS 1.0/1.1 upstreams."
5195        },
5196        {
5197          "reference": "B200001j",
5198          "text": "Virgin employs use of the Advanced Time Division Multiple Access (atdma) method for determining upstream transmissions for DOCSIS 1.0/1.1 upstreams."
5199        },
5200        {
5201          "reference": "B200001k",
5202          "text": "DOCSIS 3.0 vastly changed the capabilities of the Virgin network, with the introduction of channel bonding within it's specification."
5203        },
5204        {
5205          "reference": "B200002a",
5206          "text": "DOCSIS Registration (RF)"
5207        },
5208        {
5209          "reference": "B200002b",
5210          "text": "In order to access services provided by Virgin or the Internet, a cable modem must first register wia CMTS over the Virgin Media network."
5211        },
5212        {
5213          "reference": "B200002c",
5214          "text": "When a modem is first switched on, and connected to the Virgin Media network,  it will start scanning for a 64/256 QAM digital channel from 80 MHz up to 1.2 GHz. The device checks for SYNC broadcasts, which are used for system timing and transmitted at least every 200ms by the CMTS."
5215        },
5216        {
5217          "reference": "B200002d",
5218          "text": "The CMTS also transmits Upstream Channel Descriptor (UCD) messages which contain the required upstream parameters. E.g Frequency, Symbol rate and Modulation profile."
5219        },
5220        {
5221          "reference": "B200002e",
5222          "text": "The downstream also carries Media Access protocol (MAP) messages, which control which devices transmits when on the upstream, this is done to protect against collisions, as otherwise hundreds of devices would all try to talk at once."
5223        },
5224        {
5225          "reference": "B200002f",
5226          "text": "If the downstream supports DOCSIS 3.0 services, then a MAC Domain Descriptor (MDD) message will also be sent. This message provides information on the channels which are available for the device to bond with. The actual bonding only happens when the device is registered with the CMTS."
5227        },
5228        {
5229          "reference": "B200002g",
5230          "text": "Once the downstream is locked, the device begins ranging for an upstream channel."
5231        },
5232        {
5233          "reference": "B200002h",
5234          "text": "An initial range request is sent at 8dBmV (very low power) and the device listens for a range response from the CMTS. If there is none, the device re-transmits increasing the power by 3dBmV each time until a response is seen or the device cannot increase any more."
5235        },
5236        {
5237          "reference": "B200002i",
5238          "text": "At this point, the device is transmitting without CMTS control, so collisions can occur. A back off process allows the devices to re-attempt ranging after a short interval, however, when large amounts of modems range at the same time this can cause the registration process to be quite slow. E.g. after an outage."
5239        },
5240        {
5241          "reference": "B200002j",
5242          "text": "Once the first ranging response is recevi"
5243        },
5244        {
5245          "reference": "B200002k",
5246          "text": "After the initial range response message is received back from the CMTS, the device moves from initial ranging to station maintenance. If any adjustments are required, the CMTS  uses station maintenance messages to do this, which are sent every 30 seconds."
5247        },
5248        {
5249          "reference": "B200002l",
5250          "text": "Once the ranging is complete, the device can move from sending DOCSIS protocol messages to IP message, as the physical connection is established."
5251        },
5252        {
5253          "reference": "B200003a",
5254          "text": "Einstein"
5255        },
5256        {
5257          "reference": "B200003b",
5258          "text": "Einstein utilises data from multiple systems to identify issues impacting the customer's service"
5259        },
5260        {
5261          "reference": "B200003c",
5262          "text": "Einstein uses data gathered on an hourly basis, over a 7 day rolling period to identify the severity of any impacting issues."
5263        },
5264        {
5265          "reference": "B200003d",
5266          "text": "Einstein applies Engineering accepted business logic to each hourly poll to identify any devices expereincing issues."
5267        },
5268        {
5269          "reference": "B200003e",
5270          "text": "Einstein applies the logic across all 7 day's worth of collected data to identify if the issues are  acute? (short-term) or chronic? (long-term)"
5271        },
5272        {
5273          "reference": "B200004a",
5274          "text": "DOCSIS Registration (Other)"
5275        },
5276        {
5277          "reference": "B200004b",
5278          "text": "After establishing RF connectivity, obtaining an IP and downloading and checking the Configuration file, the device must now register with the CMTS."
5279        },
5280        {
5281          "reference": "B200004c",
5282          "text": "A registration request is sent to the CMTS along with a list of Type Length Value (TLV) parameters which state how the device has been told to operate."
5283        },
5284        {
5285          "reference": "B200004d",
5286          "text": "The CMTS compares the TLV parameters with it's own configuration. So long as these match, are not corrupt or overwritten by a user then the CMTS sends a registration response ?OK? message and assigns a Service Identifier (SID)."
5287        },
5288        {
5289          "reference": "B200004e",
5290          "text": "If the device is DOCSIS 3.0 capable, it is now that it will attempt to bond channels using the information held with in the transmitted MDD messages."
5291        },
5292        {
5293          "reference": "B200004f",
5294          "text": "Once the device has received a registration OK response from the CMTS and has bonded channels if required, it will reply with a registration Acknowledgement (ACK) message to the CMTS as it is now online."
5295        },
5296        {
5297          "reference": "B200004g",
5298          "text": "Within the Virgin Media network, we use an encryption mechanism called Baseline Privacy Interface (BPI) in order to prevent network intrusion. This will now be enabled between the CMTS and device."
5299        },
5300        {
5301          "reference": "B200005a",
5302          "text": "Channel Bonding"
5303        },
5304        {
5305          "reference": "B200005b",
5306          "text": "Channel bonding is a mechanism introduced in DOCSIS version 3.0, to allow cable modems to achieve higher data rates than can be provided by a single channel."
5307        },
5308        {
5309          "reference": "B200005c",
5310          "text": "Channel bonding modems are also known as ?wideband? devices, all other devices are referred to as narrowband."
5311        },
5312        {
5313          "reference": "B200005d",
5314          "text": "The Superhub 1, 2 and 2AC are able to channel bond a maximum of 8 downstreams and 4 upstreams at the same time. The Superhub 3 can bond up to 24 downstreams and 8 upstreams."
5315        },
5316        {
5317          "reference": "B200005e",
5318          "text": "When a device first registers, it searches for a specific downstream known as a primary channel. Once it has registered with this, it will then be advised of the other channels aavailable within the channel set."
5319        },
5320        {
5321          "reference": "B200005f",
5322          "text": "The interfaces which are a member of the same channel set are referred to as a bonding group. The size of the group is defined within the CMTS configuration."
5323        },
5324        {
5325          "reference": "B200005g",
5326          "text": "When channels are bonded together int he upstream, they have an affect on the maximum amount of power that can be transmitted over the network."
5327        },
5328        {
5329          "reference": "B200005h",
5330          "text": "As a result, the maximum transmit power for a 2 upstream channel device is 55dBmV, where as for a 4 upstream channel device it is then 51dBmV."
5331        },
5332        {
5333          "reference": "B200006a",
5334          "text": "Partial Services"
5335        },
5336        {
5337          "reference": "B200006b",
5338          "text": "At present partial service reporting is still in development, so Trinity will not highlight these issues."
5339        },
5340        {
5341          "reference": "B200006c",
5342          "text": "Partial Service, is a function of DOCSIS channel bonding, so will only affect Virgin Media Superhubs."
5343        },
5344        {
5345          "reference": "B200006d",
5346          "text": "A device is put into partial service mode, when it is not able to lock all the required channels within a bonding group, either  due to a local premise set up issue, or a wider network fault."
5347        },
5348        {
5349          "reference": "B200006e",
5350          "text": "The impact of partial service is that the device will no longer have access to the expected total capacity of the bonding group."
5351        },
5352        {
5353          "reference": "B200006f",
5354          "text": "Customers using less bandwidth than is still available to the sub set of channels, may not report issues but will impact the utilisation of those channels heavily. Therefore we should endeavour to fix all partial service issues."
5355        },
5356        {
5357          "reference": "B200006g",
5358          "text": "It is possible that service visits for slow performance, can be caused by other devices ( especially those on higher tiers), elsewhere in the area running in partial mode."
5359        },
5360        {
5361          "reference": "B200006h",
5362          "text": "The CMTS can show an output of partial service devices either upstream or downstream if this is required."
5363        },
5364        {
5365          "reference": "B200006i",
5366          "text": "Upstream partial service is caused by the TX power being too high. Trinity has been set to flag upstream TX power as red if the level would cause partial service to occur."
5367        },
5368        {
5369          "reference": "B200006j",
5370          "text": "Although downstream partial service can be caused by low downstream SNR or errors, at the premise, it is more commonly seen across an entire area so check with the network team for any ongoing issues."
5371        }
5372      ]
5373    }
5374  }
5375}