3) Better tools?
Quote:
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The process is there for a reason- we run reports on the modem and this has to show that it has been rebooted. If it cannot be seen from the logs that this has been done, the chances of the region refusing to book an engineer are much higher
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Obvious answer is for you to be able to reboot the modem remotely. AFAIK STBs can be rebooted remotely. If you want this, ask your management (ask me too, of course!).
As for dr wadd's internal modem diagnostics, having them available to the TS people would definitely help.