System and method for the detection and remediation of non-responsive customer premises equipment
US9577797B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Feb 28, 2014 |
| Grant date | Feb 21, 2017 |
| Priority date | — |
| Expiry date | Feb 21, 2035 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L2101/622
- WIPO fieldDigital communication
- WIPO sectorElectrical engineering
Abstract
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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.