1. The MAAC contact will create a ticket detailing the network issue and the unit number.

2. General networking troubleshooting should be done first in order to determine if the issue is affecting the whole building or just one unit.

a. Like with all the MAAC external locations, Seniors on Broadway’s main data network devices are the Cox router and Meraki switch. If the issue seems to be affecting the whole site, troubleshooting should include steps such as seeing what link lights are on/what color, if any cables are loose or look damaged, and so on. If the issue seems to be related to the switch, you can also check in Meraki to see if the switch there is showing any errors and/or is down. If it seems like only one or several ports are down, try cycling them in Meraki or reseating the Ethernet cables on the patch panel. If needed, the router and switch can be rebooted, just let a MAAC contact (preferably a managerial one if onsite) at the location know first before proceeding.

b. If the issue seems to be related to the Cox router and rebooting/other troubleshooting hasn’t helped, call Cox at 844-618-3812, option x2. If they’re unable to resolve the issue while on the call, get a ticket number from them for the issue.

As a note, if the Cox tech asks for the location PIN before making changes, you can find this by going to the Cox portal (website link and credentials are in PWState under “Cox voice console”) and in the box for My Bills, select I Want To -> View My Statements. On the page that opens, search by address and you should be able to pull up the latest invoice which will have the PIN in it. Make sure to select the account that doesn’t have “IPC” in it, as IPC is the voice network. If the Cox tech won’t accept this or you can’t get to the invoice, please reach out to one of the dedicated techs for assistance.

c. If it’s determined that the issue is only affecting one unit, per the vCIO, please reach out to Ricardo Marin concerning what steps should be taken next.