Csc Holdings, LLC

Kevin Fowler

Eric Joseph Godas

Paul Hess

John Patrick Pomeroy

David Wang

Andy Zovich

In a cable network, embodiments detect and remediate a non-responsive customer premise equipment (CPE) device in a customer's premise with minimal or no interaction with a customer. Embodiments may detect and remediate a non-responsive CPE device without rebooting the non-responsive CPE device or the associated cable modem. Embodiments include troubleshooting a data link layer (e.g., Open System Interconnection (OSI) layer 2, or media access control (MAC) layer) and a network layer (e.g., OSI layer 3, or Internet layer) between a service operator network and the non-responsive CPE device. Embodiments include a guided integration and a proactive integration method, computer program product, and system to reduce and/or eliminate the need for a customer service representative to reboot a cable modem, and/or for a customer to reboot a non-responsive CPE device resulting in a fast and less disruptive service experience for the customer.

Detecting and remediating non-responsive customer premise equipment

Detection and remediation of non-responsive customer premises equipment

System and method for the detection and remediation of non-responsive customer premises equipment

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Bay Shore, NY, United States of America

Kevin Fowler