Quality Check Identifying Source of Service Issue

CROSS REFERENCE TO RELATED APPLICATION

p-0002This application is a non-provisional application claiming the benefit of U.S. Provisional Application Ser. No. 61/836,396, entitled “Identifying Home/External Issues for Installation Quality,” which was filed on Jun. 18, 2013, and is incorporated herein by reference in its entirety.

TECHNICAL FIELD

p-0003This disclosure relates to checking the quality of a service at a customer premise.

BACKGROUND

p-0004Multiple services operators (MSO) use network infrastructure for carrying data traffic, television content signals, voice, video-on-demand (VoD), among other types of signals to a subscriber. Maintaining service at a customer premise can involve a technician visit to the customer premise. MSOs may use quality checks for installations and repairs completed by install and repair technicians. These quality checks can be performed using a client device such as a portable computer, mobile device, tablet, and others in conjunction with a network monitoring service, and produce a birth certificate as proof of a good quality installation or repair. MSOs may require a successful quality check as a precondition for closing an install or repair work-order, or penalize installers for an installation or repair that does not pass quality checks.

p-0005A problem found during an installation or repair may be due to an issue within the customer premise, or may be due to a wider plant problem affecting multiple subscribers. The install and repair technician is however not equipped to address problems with the outside plant. Therefore, when a technician comes across a plant problem when installing or repairing service at a customer premise, time may be wasted in trying to identify and troubleshoot an issue within the customer premise that may or may not exist.

BRIEF DESCRIPTION OF THE DRAWINGS

p-0006<figref idrefs="DRAWINGS">FIG. 1</figref> is a block diagram illustrating an example network environment operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue.

p-0007<figref idrefs="DRAWINGS">FIG. 2</figref> is a block diagram illustrating an example device operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue.

p-0008<figref idrefs="DRAWINGS">FIG. 3</figref> is a flowchart illustrating an example process operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue.

p-0009<figref idrefs="DRAWINGS">FIG. 4</figref> is an illustration of an example user interface depicting the results of a failed service quality check.

p-0010<figref idrefs="DRAWINGS">FIG. 5</figref> is an illustration of an example user interface depicting the results of a service quality check for a neighboring customer premise.

p-0011<figref idrefs="DRAWINGS">FIG. 6</figref> is a block diagram of a hardware configuration operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue.

p-0012Like reference numbers and designations in the various drawings indicate like elements.

DETAILED DESCRIPTION

p-0013It is desirable to improve upon methods and systems for conducting a quality check of a service at a customer premise. Methods and systems are described herein for conducting a quality check of a service at a customer premise and identifying the source of a problem with the service. In embodiments, systems and methods can operate to provide the option to check the quality of a service at a neighboring customer premise when a quality check on an installation or service job fails at a first customer premise. The result of a check of a service at the neighboring customer premise can be used in the determination of whether a service issue exists within the first customer premise or whether a service issue exists at a component, device or service upstream from the first customer premise.

p-0014<figref idrefs="DRAWINGS">FIG. 1</figref> is a block diagram illustrating an example network environment <b>100</b> operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue. In embodiments, video, data, and/or voice services can be delivered to a subscriber from a wide area network (WAN) <b>105</b>. A subscriber can receive the services at a customer premise <b>110</b> through one or more customer premise equipment (CPE) devices <b>115</b> (e.g., set-top box (STB), gateway, modem, and other devices that are not shown such as a wireless router including an embedded modem, digital subscriber line (DSL) modem, voice over internet protocol (VOIP) terminal adapter, video game console, digital versatile disc (DVD) player, communications device, hotspot device, etc.).

p-0015In embodiments, the CPE devices <b>115</b> can communicate with the WAN <b>105</b> through a connection to a network (e.g., a local area network (LAN), a wireless local area network (WLAN), a personal area network (PAN), etc.). In embodiments, communications between the WAN <b>105</b> and the CPE devices <b>115</b> can be routed through one or more of various network components including, but not limited to, a headend <b>120</b>, hub(s) <b>125</b>, node(s) <b>130</b>, amplifier(s) <b>135</b>, tap(s) <b>140</b>, as well as others.

p-0016In embodiments, a subscriber can receive and request services using a client device (e.g., computer, television, mobile device, tablet, etc.). In embodiments, a quality check of a service at a customer premise <b>110</b> can be initiated through a client device connected to a CPE device <b>115</b> within the customer premise <b>110</b>. For example, a client device can connect to upstream networks, services, and/or servers through a connection to a CPE device <b>115</b>. If the connection between a CPE device <b>115</b> in a customer premise <b>110</b> and an upstream network is insufficient to permit a client device to initiate a quality check at the customer premise <b>110</b>, the client device can connect to an upstream network, service, and/or server through a different path (e.g., a connection to WLAN or PAN that is external to the customer premise <b>110</b>, a connection to a cellular network such as 3G or 4G LTE, and others).

p-0017In embodiments, a client device can be used to measure properties of a connection (e.g., upstream and/or downstream signal-to-noise (SNR) ratio, codeword error ratio (CER), power, etc.) between a CPE device <b>115</b> and an upstream network, component, device or service, and the measured properties can be compared to predetermined threshold ranges. When a measured connection property is outside of an acceptable or predetermined threshold range, the client device can be used to measure properties of a connection between a CPE device <b>115</b> at a neighboring customer premise and an upstream network, component, device or service that is used by both CPE devices, and the measured properties can be compared to predetermined threshold ranges. A neighboring customer premise can be a customer premise <b>110</b> that is served by at least one network component (e.g., a headend <b>120</b>, hub(s) <b>125</b>, node(s) <b>130</b>, amplifier(s) <b>135</b>, tap(s) <b>140</b>, as well as others) that also serves the customer premise <b>110</b> for which a quality check is initiated (e.g., the customer premise at which service is being installed or repaired by a technician or installer). If the measured properties at the neighboring customer premise has similar issues as the measured properties at the first customer premise, the determination can be made that an issue exists upstream from the customer premise (e.g., at a tap <b>140</b>, amplifier <b>135</b>, node <b>130</b>, hub <b>125</b>, headend <b>120</b>, and/or any other upstream component shared by both customer premises). If the measured properties at the different customer premise are within acceptable or predetermined threshold ranges, the determination can be made that an issue exists within the first customer premise. It should be understood that a quality check of a service at the customer premise <b>110</b> can be initiated and carried out by a remote service or server (e.g., network monitoring service <b>145</b>).

p-0018In embodiments, one or more devices sharing an upstream network, component, device or service with the CPE device at issue can be identified by an upstream service or server (e.g., network monitoring service <b>145</b>). For example, when an issue is discovered with respect to a CPE device <b>115</b> at a first customer premise <b>110</b>, one or more other CPE devices <b>115</b> at one or more neighboring customer premises <b>110</b> can be identified by the network monitoring service <b>145</b>. In embodiments, a neighboring customer premise <b>110</b> can be identified using physical information (e.g., street address information or geographical coordinates) and/or network location information (e.g., specific network components serving the customer premise). For example, the network monitoring service <b>145</b> can identify a customer premise <b>110</b> having the closest numerical street address to the numerical street address of the first customer premise <b>110</b> at issue.

p-0019In embodiments, the network monitoring service <b>145</b> can perform a quality check of services at the identified neighboring customer premise <b>110</b> (e.g., through CPE device(s) <b>115</b> at the neighboring customer premise <b>110</b>), and can output a summary of the results of the quality check to a client device that is being used to check the service quality at the first customer premise <b>110</b> at issue. For example, an aggregated summary of the results of the quality check of services at the neighboring customer premise <b>110</b> can be presented to an installer or technician, and the installer or technician can determine whether the results indicate a larger plant problem. Based on the determination whether an issue exists upstream from the customer premise <b>110</b> or the issue is localized at the first customer premise <b>110</b>, the technician or installer can end an installation or service work order at the customer premise <b>110</b> or can continue troubleshooting a localized issue at the customer premise <b>110</b>. For example, when the results of the service quality check at the neighboring customer premise <b>110</b> suggest an issue at the neighboring customer premise <b>110</b> as well (e.g., the results show similar problems existing at the first customer premise <b>110</b> and the neighboring customer premise <b>110</b>), the installer or technician can be allowed to close a work order associated with the first customer premise <b>110</b> and can also capture the results of the failed quality check at the neighboring customer premise <b>110</b>.

p-0020In embodiments, when the service quality check at the neighboring customer premise <b>110</b> fails, a determination can be made that an issue exists upstream from the first customer premise <b>110</b> and the neighboring customer premise <b>110</b> (e.g., an issue exists at one or more upstream plant components) and the network monitoring service <b>145</b> can create a ticket for a plant technician to address the upstream issue that caused the failed service quality check at the customer premises <b>110</b>. In embodiments, an upstream application can be used by a service operator to run service checks at one or more CPE devices <b>115</b> and/or one or more customer premises <b>110</b> that share an upstream network, component, service, and/or device with the customer premise <b>110</b> at which a failed quality check is detected.

p-0021In embodiments, when a service quality check is performed for a customer premise, a media access control (MAC) address associated with a CPE device <b>115</b> installed within a customer premise <b>110</b> can be identified by an upstream server or service (e.g., network monitoring service <b>145</b>). In embodiments, an upstream server or service (e.g., network monitoring service <b>145</b>) can identify one or more network elements (e.g., headend <b>120</b>, hub(s) <b>125</b>, node(s) <b>130</b>, amplifier(s) <b>135</b>, tap(s) <b>140</b>, channels, service groups, and other components or services that serve a customer premise <b>110</b>) associated with a customer premise <b>110</b> for which a service quality check is being performed. The upstream server or service (e.g., network monitoring service <b>145</b>) can then identify one or more other CPE devices <b>115</b> that share one or more network elements with the CPE device <b>115</b> for which a service quality check is being performed. For example, if a node <b>130</b> associated with a CPE device <b>115</b> at a first customer premise <b>110</b> is known, the network monitoring service <b>145</b> can identify a CPE device <b>115</b> at a neighboring customer premise <b>110</b> that shares the same node <b>130</b>.

p-0022In embodiments, subscriber location elements (e.g., geographical coordinates such as latitude and longitude, the street address, city, state, zip code, and other address location information associated with a customer premise <b>110</b> at which one or more CPE devices <b>115</b> are installed) can be made available to the network monitoring service <b>145</b>, and the network monitoring service <b>145</b> can use subscriber location elements to identify a subset of CPE devices <b>115</b> having one or more network elements in common with a CPE device <b>115</b> for which a service quality check is being performed. For example, the network monitoring service <b>145</b> can identify one or more neighboring CPE devices <b>115</b> (e.g., CPE devices sharing one or more subscriber location elements with a CPE device for which a service quality check is being performed). In embodiments, neighboring CPE devices can be CPE devices <b>115</b> having geographical coordinates within a threshold range of geographical coordinates associated with a CPE device <b>115</b> for which a service quality check is being performed. In embodiments, neighboring CPE devices can be CPE devices <b>115</b> having subscriber location elements with the same street name, city, state, and/or door numbers within a predetermined range of the respective subscriber location elements of a CPE device <b>115</b> for which a service quality check is being performed. Subscriber location elements associated with one or more CPE devices <b>115</b> can be stored by a service operator and made available to a network monitoring service <b>145</b>, or can be sent to the network monitoring service <b>145</b> through a CPE device <b>115</b> during installation or maintenance of the CPE device <b>115</b>.

p-0023In embodiments, the network monitoring service <b>145</b> can collect data from an identified subset of CPE devices <b>115</b>, and can perform the same quality check on the subset of CPE devices as the quality check performed on the CPE device that is being installed or repaired. If the summary of the quality checks on the subset of CPE devices shows substantially the same failure(s) as the quality check on the CPE device being installed or repaired, the network monitoring service <b>145</b> can save the results of the quality check on the CPE devices (e.g., the results can be saved as a birth certificate associated with the CPE device(s)). In embodiments, a service operator can run periodic reports on the newly created birth certificates (e.g., the results of the quality check at the CPE device being installed and the subset of neighboring CPE devices), and can identify the CPE device and neighboring CPE devices as candidates for plant maintenance. In embodiments, the network monitoring service <b>145</b> can create a ticket with an alarm management or ticketing system associated with the CPE device being installed or repaired and the neighboring subset of CPE devices.

p-0024<figref idrefs="DRAWINGS">FIG. 2</figref> is a block diagram illustrating an example component <b>200</b> operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue. The component <b>200</b> can include a network interface <b>210</b>, a service quality check module <b>220</b>, a neighboring device quality check module <b>230</b>, and a device location data store <b>240</b>. In embodiments, the component <b>200</b> is within a network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>. In embodiments, the component <b>200</b> can receive a request for a service quality check and/or location data associated with a CPE device <b>115</b> within a customer premise <b>110</b>.

p-0025In embodiments, the service quality check module <b>220</b> can identify a CPE device <b>115</b> associated with a received request for a service quality check and can measure properties of a connection (e.g., upstream and/or downstream signal-to-noise (SNR) ratio, codeword error ratio (CER), power, etc.) between the CPE device <b>115</b> and an upstream network, component, device or service, and the measured properties can be compared to predetermined threshold ranges. When a measured connection property is outside of an acceptable or predetermined threshold range, the service quality check module <b>220</b> can output identification, network element, and/or location information associated with the CPE device <b>115</b> to the neighboring device quality check module <b>230</b>.

p-0026In embodiments, the neighboring device quality check module <b>230</b> can identify one or more neighboring CPE devices based upon network element (e.g., network components serving the CPE device such as headend, nodes, hubs, amplifiers, taps, etc.) and/or location information (e.g., geographical coordinates such as latitude and longitude, the street address, city, state, zip code, and other address location information) associated with the CPE device from which a service quality check request is received. The neighboring device quality check module <b>230</b> can compare the network element and/or location information associated with the CPE device requesting a service quality check to network element and/or location information associated with one or more other CPE devices. For example, network element and/or location information associated with one or more CPE devices can be stored at the device location data store <b>240</b>. In embodiments, the neighboring device quality check module <b>230</b> can identify the following devices as neighboring CPE devices: CPE devices being served by at least one upstream network component that also serves the CPE device requesting a service quality check; CPE devices having geographical coordinates within a threshold range of geographical coordinates associated with the CPE device requesting a service quality check; CPE devices having subscriber location elements with the same street name, city, state, and/or door numbers within a predetermined range of the respective subscriber location elements of the CPE device requesting a service quality check; as well as other CPE devices having network location and/or physical location elements in common with the CPE device requesting a service quality check.

p-0027In embodiments, the neighboring device quality check module <b>230</b> can measure properties of a connection between one or more neighboring CPE devices and an upstream network, component, device or service, and the measured properties can be compared to predetermined threshold ranges. If the measured properties at a predetermined number of neighboring CPE devices (e.g., a certain number of devices or a certain percentage of measured devices) have similar issues as the measured properties at the requesting CPE device, the determination can be made that an issue exists upstream from the customer premise associated with the requesting CPE device, and the component <b>200</b> can output a message informing an installer or technician that an issue with a service received by the CPE device is due to a problem with a network component upstream from the CPE device. If the measured properties at a predetermined number of neighboring CPE devices are within acceptable or predetermined threshold ranges, the determination can be made that an issue exists within the customer premise associated with the CPE device requesting the service quality check, and the component <b>200</b> can output a message informing an installer or technician that an issue with a service received by the CPE device is due to a problem within the corresponding customer premise.

p-0028<figref idrefs="DRAWINGS">FIG. 3</figref> is a flowchart illustrating an example process <b>300</b> operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue. The process <b>300</b> can begin at <b>305</b>, when a quality check of a service is conducted for a first customer premise. For example, a client device (e.g., computer, television, mobile device, tablet, etc.) can be used to initiate a quality check of a service for a CPE device <b>115</b> at a customer premise <b>110</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>. A client device can be used to measure properties of a connection (e.g., upstream and/or downstream signal-to-noise (SNR) ratio, codeword error ratio (CER), power, etc.) between a CPE device <b>115</b> and an upstream network, component, device and/or service. In embodiments, a network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> (e.g., using component <b>200</b> of <figref idrefs="DRAWINGS">FIG. 2</figref>) can initiate a service quality check for a CPE device, and can measure connection properties at the CPE device.

p-0029At <b>310</b>, a determination can be made whether the quality check of service at the first customer premise failed. The determination whether the quality check of service at the first customer premise failed can be made, for example, by a network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> (e.g., through a service quality check module <b>220</b> of <figref idrefs="DRAWINGS">FIG. 2</figref>). In embodiments, the service quality check module <b>220</b> can compare measured connection properties associated with a CPE device requesting a service quality check to predetermined threshold ranges. In embodiments, the determination can be made that a quality check of service at the first customer premise fails when one or more of the measured connection properties fall outside of corresponding predetermined ranges.

p-0030If, at <b>310</b>, the determination is made that the quality check of service at the first customer premise does not fail, the process <b>300</b> can proceed to <b>315</b>. At <b>315</b>, the determination can be made that no issues exist at the first customer premise. In embodiments, a summary of results and a message informing a user (e.g., subscriber, installer, technician, etc.) that no service issues exist at the first customer premise can be output to the user.

p-0031If, at <b>310</b>, the determination is made that the quality check of service at the first customer premise does fail, the process <b>300</b> can proceed to <b>320</b>. At <b>320</b>, at least one neighboring customer premise can be identified, wherein the neighboring customer premise(s) are customer premises having one or more CPE devices that share an upstream network, component, device, and/or system with a CPE device associated with the first customer premise. Neighboring customer premise(s) can be identified, for example, by a service or server upstream from the first customer premise (e.g., network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>). In embodiments, the neighboring device quality check module <b>230</b> of <figref idrefs="DRAWINGS">FIG. 2</figref> can identify neighboring customer premise(s) based upon a comparison between network element information (e.g., network components serving the customer premise(s) such as headend, nodes, hubs, amplifiers, taps, etc.) and/or location information (e.g., geographical coordinates such as latitude and longitude, the street address, city, state, zip code, and other address location information) associated with CPE device(s) within the first customer premise and CPE device(s) at one or more other customer premise(s). In embodiments, the neighboring device quality check module <b>230</b> can identify the following customer premises as neighboring customer premises: customer premises being served by at least one upstream network component that also serves the first customer premise; customer premises having geographical coordinates within a threshold range of geographical coordinates associated with the first customer premise; customer premises having subscriber location elements with the same street name, city, state, and/or door numbers within a predetermined range of the respective subscriber location elements of the first customer premise; as well as other customer premises having network location and/or physical location elements in common with the first customer premise.

p-0032In embodiments, at <b>320</b>, the network monitoring service <b>145</b> can identify a predetermined number of neighboring customer premise(s) sharing various levels of network and/or physical location elements with the first customer premise. For example, the network monitoring service <b>145</b> can identify a lowest level network element (e.g., tap <b>140</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> or other low-level element) associated with the first customer premise and can identify other customer premise(s) being served by the identified network element. In embodiments, if the number of identified customer premise(s) being served by the identified network element component is less than the predetermined number of neighboring customer premise(s) to be identified, the network monitoring service <b>145</b> can identify a higher level network element (e.g., amplifier <b>135</b>, node <b>130</b>, hub <b>125</b>, headend <b>120</b>, etc.) serving the first customer premise and can identify other customer premise(s) being served by the identified higher level network element until the predetermined number of neighboring customer premise(s) is met. As another example, the network monitoring service <b>145</b> can identify a customer premise having the closest physical address (e.g., city, state, street name, house number) or geographical coordinates to the physical address or geographical coordinates of the first customer premise, and the network monitoring service <b>145</b> can continue to broaden the physical address or geographical coordinate range to identify neighboring customer premise(s) until the predetermined number of neighboring customer premise(s) is met.

p-0033At <b>325</b>, a quality check of a service can be conducted for the identified neighboring customer premise(s). The quality check of a service for the identified neighboring customer premise(s) can be initiated and connection properties can be measured, for example, by the network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>. In embodiments, a client device (e.g., computer, television, mobile device, tablet, etc.) can initiate a service quality check for the identified neighboring customer premise(s), and can measure connection properties at the neighboring customer premise(s).

p-0034At <b>330</b>, a determination can be made whether the quality check of service at the identified neighboring customer premise(s) failed. The determination whether the quality check of service at the neighboring customer premise(s) failed can be made, for example, by an upstream system or server (e.g., network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>). In embodiments, the determination can be made that a quality check of service at a neighboring customer premise fails when one or more of the measured connection properties at the neighboring customer premise fall outside of corresponding predetermined ranges. In embodiments, when a quality check of service is conducted for more than one neighboring customer premise, the determination can be made that the quality check of service for the plurality of neighboring customer premises results in a failure when more than a predetermined percentage of the identified neighboring customer premises have one or more measured connection properties falling outside of corresponding predetermined ranges.

p-0035If, at <b>330</b>, the determination is made that the quality check of service at the neighboring customer premise(s) does not result in a failure, the process <b>300</b> can proceed to <b>335</b>. At <b>335</b>, the determination can be made that the cause of a service issue exists at the first customer premise. In embodiments, a summary of results of the quality check of service at the neighboring customer premise(s) can be output to the network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> and/or a client device from which the quality check of service at the first customer premise was initiated. In embodiments, a message informing a user (e.g., subscriber, installer, technician, operator, etc.) that a service issue exists at the first customer premise can be output to the user.

p-0036If, at <b>330</b>, the determination is made that the quality check of service at the neighboring customer premise(s) does not result in a failure, the process <b>300</b> can proceed to <b>340</b>. At <b>340</b>, the determination can be made that the cause of a service issue exists upstream from the first customer premise. The determination that an issue exists at an upstream component (e.g., tap <b>140</b>, amplifier <b>135</b>, node <b>130</b>, hub <b>125</b>, headend <b>120</b>, system, network, device, or other component that is upstream of the first customer premise) can be made, for example, by the network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>. In embodiments, a summary of results of the quality check of service at the neighboring customer premise(s) can be output to the network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> and/or a client device from which the quality check of service at the first customer premise was initiated. In embodiments, a message informing a user (e.g., subscriber, installer, technician, operator, etc.) that the cause of a service issue exists upstream from the first customer premise can be output to the user. For example, the message can inform an installer or technician that the service issue experienced by the first customer premise is likely due to a problem with a network component upstream from the first customer premise. In embodiments, an alarm or a message informing a service operator that an issue exists upstream from the first customer premise can be output to the service operator (e.g., output to the network monitoring service <b>145</b>).

p-0037<figref idrefs="DRAWINGS">FIG. 4</figref> is an illustration of an example user interface <b>400</b> depicting the results of a failed service quality check for a CPE device at a first customer premise. In embodiments, when a service quality check is performed at a first customer premise and fails, a client device (e.g., mobile device, smartphone, personal digital assistant, tablet, computer, etc.) can present a user (e.g., subscriber, installer, technician, etc.) with an option to check service quality at one or more neighboring customer premises. For example, the interface <b>400</b> can present the user with a summary of the results of the service quality check at the first customer premise, the summary indicating connection property measurements that fell outside of a predetermined range, and can present the user with an option to initiate a service quality check at one or more neighboring customer premises (e.g., a clickable “check neighbors” button <b>410</b>). When the user invokes the option to check service quality at neighboring premise(s), an upstream server or service (e.g., network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>) can identify one or more CPE devices at one or more neighboring customer premises and can measure network connection properties of the identified CPE device(s).

p-0038<figref idrefs="DRAWINGS">FIG. 5</figref> is an illustration of an example user interface <b>500</b> depicting the results of a service quality check at a neighboring customer premise. A summary of the results of a service quality check at one or more neighboring customer premises can be presented to a user (e.g., subscriber, installer, technician, etc.) on a client device (e.g., mobile device, smartphone, personal digital assistant, tablet, computer, etc.). In embodiments, when a service quality check is performed for one or more neighboring customer premises and fails, a client device can present a user with an option to save the results of the service quality check, close the work order or installation at the first customer premise, and/or output the results of the service quality check to an upstream system or server (e.g., network monitoring service <b>145</b> of <figref idrefs="DRAWINGS">FIG.1</figref>). In embodiments, when a service quality check is performed for one or more neighboring customer premises and does not fail, a message can be output to the client device, the message instructing the user that the cause of a network connection issue at the first customer premise exists within the first customer premise.

p-0039<figref idrefs="DRAWINGS">FIG. 6</figref> is a block diagram of a hardware configuration <b>600</b> operable to facilitate a quality check of a service, the quality check being operable to identify a source of a service issue. The hardware configuration <b>600</b> can include a processor <b>610</b>, a memory <b>620</b>, a storage device <b>630</b>, and an input/output device <b>640</b>. Each of the components <b>610</b>, <b>620</b>, <b>630</b>, and <b>640</b> can, for example, be interconnected using a system bus <b>650</b>. The processor <b>610</b> can be capable of processing instructions for execution within the hardware configuration <b>600</b>. In one implementation, the processor <b>610</b> can be a single-threaded processor. In another implementation, the processor <b>610</b> can be a multi-threaded processor. The processor <b>610</b> can be capable of processing instructions stored in the memory <b>620</b> or on the storage device <b>630</b>.

p-0040The memory <b>620</b> can store information within the hardware configuration <b>600</b>. In one implementation, the memory <b>620</b> can be a computer-readable medium. In one implementation, the memory <b>620</b> can be a volatile memory unit. In another implementation, the memory <b>620</b> can be a non-volatile memory unit.

p-0041In some implementations, the storage device <b>630</b> can be capable of providing mass storage for the hardware configuration <b>600</b>. In one implementation, the storage device <b>630</b> can be a computer-readable medium. In various different implementations, the storage device <b>630</b> can, for example, include a hard disk device, an optical disk device, flash memory or some other large capacity storage device. In other implementations, the storage device <b>630</b> can be a device external to the hardware configuration <b>600</b>.

p-0042The input/output device <b>640</b> provides input/output operations for the hardware configuration <b>600</b>. In one implementation, the input/output device <b>640</b> can include one or more of a network interface device (e.g., an Ethernet card), a serial communication device (e.g., an RS-232 port), one or more universal serial bus (USB) interfaces (e.g., a USB 2.0 port), one or more wireless interface devices (e.g., an 802.11 card), and/or one or more interfaces for interfacing with a client device <b>135</b> of <figref idrefs="DRAWINGS">FIG. 1</figref> (e.g., television, computer, tablet, mobile device, etc.). In another implementation, the input/output device can include driver devices configured to send communications to, and receive communications from one or more networks (e.g., WAN <b>105</b> of <figref idrefs="DRAWINGS">FIG. 1</figref>, or any other network such as a PAN, LAN, WLAN, cellular network, etc.).

p-0043Those skilled in the art will appreciate that the invention improves upon methods, systems and apparatuses for checking the quality of a service received by a CPE device within a customer premise. The methods, systems, and apparatuses described in this disclosure enable the identification of an issue existing at a component upstream from a customer premise by identifying a neighboring customer premise and checking the service quality at the neighboring customer premise. When a service quality check at a customer premise fails, a technician or installer can quickly determine whether further troubleshooting is necessary at the customer premise or whether the issue exists upstream from the customer premise based on the results of a service quality check at a neighboring customer premise.

p-0044The subject matter of this disclosure, and components thereof, can be realized by instructions that upon execution cause one or more processing devices to carry out the processes and functions described above. Such instructions can, for example, comprise interpreted instructions, such as script instructions, e.g., JavaScript or ECMAScript instructions, or executable code, or other instructions stored in a computer readable medium.

p-0045Implementations of the subject matter and the functional operations described in this specification can be provided in digital electronic circuitry, or in computer software, firmware, or hardware, including the structures disclosed in this specification and their structural equivalents, or in combinations of one or more of them. Embodiments of the subject matter described in this specification can be implemented as one or more computer program products, i.e., one or more modules of computer program instructions encoded on a tangible program carrier for execution by, or to control the operation of, data processing apparatus.

p-0046A computer program (also known as a program, software, software application, script, or code) can be written in any form of programming language, including compiled or interpreted languages, or declarative or procedural languages, and it can be deployed in any form, including as a stand-alone program or as a module, component, subroutine, or other unit suitable for use in a computing environment. A computer program does not necessarily correspond to a file in a file system. A program can be stored in a portion of a file that holds other programs or data (e.g., one or more scripts stored in a markup language document), in a single file dedicated to the program in question, or in multiple coordinated files (e.g., files that store one or more modules, sub programs, or portions of code). A computer program can be deployed to be executed on one computer or on multiple computers that are located at one site or distributed across multiple sites and interconnected by a communication network.

p-0047The processes and logic flows described in this specification are performed by one or more programmable processors executing one or more computer programs to perform functions by operating on input data and generating output thereby tying the process to a particular machine (e.g., a machine programmed to perform the processes described herein). The processes and logic flows can also be performed by, and apparatus can also be implemented as, special purpose logic circuitry, e.g., an FPGA (field programmable gate array) or an ASIC (application specific integrated circuit).

p-0048Computer readable media suitable for storing computer program instructions and data include all forms of non-volatile memory, media and memory devices, including by way of example semiconductor memory devices (e.g., EPROM, EEPROM, and flash memory devices); magnetic disks (e.g., internal hard disks or removable disks); magneto optical disks; and CD ROM and DVD ROM disks. The processor and the memory can be supplemented by, or incorporated in, special purpose logic circuitry.

p-0049To provide for interaction with a user, embodiments of the subject matter described in this specification can be operable to interface with a computing device having a display, e.g., a cathode ray tube (CRT) or liquid crystal display (LCD) monitor, for displaying information to the user and a keyboard and a pointing device, e.g., a mouse or a trackball, by which the user can provide input to the computer. Other kinds of devices can be used to provide for interaction with a user as well; for example, feedback provided to the user can be any form of sensory feedback, e.g., visual feedback, auditory feedback, or tactile feedback; and input from the user can be received in any form, including acoustic, speech, or tactile input.

p-0050While this specification contains many specific implementation details, these should not be construed as limitations on the scope of any invention or of what may be claimed, but rather as descriptions of features that may be specific to particular embodiments of particular inventions. Certain features that are described in this specification in the context of separate embodiments can also be implemented in combination in a single embodiment. Conversely, various features that are described in the context of a single embodiment can also be implemented in multiple embodiments separately or in any suitable subcombination. Moreover, although features may be described above as acting in certain combinations and even initially claimed as such, one or more features from a claimed combination can in some cases be excised from the combination, and the claimed combination may be directed to a subcombination or variation of a subcombination.

p-0051Similarly, while operations are depicted in the drawings in a particular order, this should not be understood as requiring that such operations be performed in the particular order shown or in sequential order, or that all illustrated operations be performed, to achieve desirable results. In certain circumstances, multitasking and parallel processing may be advantageous. Moreover, the separation of various system components in the embodiments described above should not be understood as requiring such separation in all embodiments, and it should be understood that the described program components and systems can generally be integrated together in a single software product or packaged into multiple software products.

p-0052Particular embodiments of the subject matter described in this specification have been described. Other embodiments are within the scope of the following claims. For example, the actions recited in the claims can be performed in a different order and still achieve desirable results, unless expressly noted otherwise. As one example, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some implementations, multitasking and parallel processing may be advantageous.