Registration 101: Accessing the GUI to Register an Account

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1
ATTIS – 9-State Region
Continuing Education Refresher Training
03/11/10
CERT No: 031110
Audience: HSI Agents
Complete By: 03/17/10
Registration 101: Accessing the GUI to Register an Account
INTRODUCTION
A new Customer with a Motorola 2210 modem calls in unable to surf. After
troubleshooting using the Process Flows, you determine the Customer uses Windows
and has not registered the account. You also find out that the Customer does not have
an Installation Wizard CD. In this case, would you know the correct process for
manually accessing the CPE’s Graphical User Interface (GUI) to register the account? To
ensure you are able to address registration issues that land at your desk, this document
will review that process by walking our new Customer through registering their
account.
THE PROCESS
Prior to reviewing what should be done when a Customer calls into the helpdesk with
this issue, it’s important to emphasize that for a number of reasons, you should not
initially reset a Customer’s modem to address a registration issue.
Specifically, resetting the modem for a registration issue will negatively impact the call
by: