Director of Engineering Bob Ashley reviews cable maps with Engineers Joe Wood and Laura Thyng.

Broadband Internet technologies require high quality cable connections to work effectively. The job of our engineering team is to provide technicians in the field with the information they need to provide a quality broadband service to you.

Good records are vitally important to this process. Every cable in our network is stored in our plant records database and plotted on maps so that we can readily identify the telephone pole, cable, and pair of wires that serve your home. These records also tell us what modifications have been made to your line in the past.

When you order SecureSpeed or SecureSpeed Plus, our engineers consult these records to determine whether or not past modifications to the cable feeding your home need to be removed, specify which broadband device your cables should connect to, and update the records. An engineer may even travel to your neighborhood to inspect the facilities feeding your home if there's any question about your line.

Network Technicians follow the engineer's instructions to modify electronics, cables, and other hardware before we ever come to your home. When the technician does come to your house, they'll test your broadband connection. Sometimes, there's an unexpected problem with the wiring in your house or the cable outside. When this happens, engineers sometimes get involved in troubleshooting or assigning different facilities to correct the problem.

In this way, engineers and network technicians work together to insure that your broadband connection is performing well when the installation is complete.