NOTIFICATION AND TROUBLESHOOTING OF INTERRUPTIONS, FAILURES, AND UPDATES

摘要

Aspects of notification and troubleshooting of interruptions, failures, and updates are described. In one embodiment, a customer premises equipment (CPE) device determines a status of the CPE device, which may include a status of connectivity with a service provider. When the status indicates an error, a type of the error may be identified and a message selected for audible playback by the CPE device. The CPE device may further ring a telephonic device, to alert a user and playback the message to the user. The message may indicate that a connectivity error exists and, in some cases, assist the user to troubleshoot the error. In other aspects, the CPE device may receive an update from the service provider and ring the telephonic device, to advise the user of upgraded functions or features, for example, or provide a promotional message.

主权项

1. A method comprising:
receiving status data indicating an error in connectivity between a device and a service provider; processing the status data to determine a type of the error from among a plurality of types of errors; selecting a first message to transmit to the device from among a plurality of stored messages using the type of the error, the first message prompting the user to provide information relating to the error; transmitting the first message to the device; receiving response data from the user in response to the first message, the response data providing the information relating to the error; processing the response data to determine a diagnostic procedure to perform in response to the first message; and performing the diagnostic procedure.