Trouble Shooting Tree
Ms Williams just picked up a brand new modem from a spectrum store and is having trouble connecting to the internet.
(Self-Install) Tv- Self-Install
Dr. Patton recently decided to add on internet services. She spent thirty minutes trouble shooting and her and the agent determined that she needs a truck.
What is Sp rescue (D.)
I think I used the wrong phone number for my appointment, is there another way I can track my technician?
My Account/Spectrum App
"All of my services have been offline since last night. I double checked and my neighbors have their services."
Must Do: Charter caused interruption- all services out
The Greer's just picked up 4 cable boxes and a new modem. They only want to connect 2 boxes and a modem today. How can you prevent a FCR hit?
Self activation ( automated and app)
" I've noticed for the past few days that my phone calls don't show up on the tv anymore. Whats going on?"
(Equipment) TV- set top box functionality issues
Maria has no sound on any of her channels. We've performed all trouble shooting steps and still can't get any audio.
Audio Prob
I disabled and can't unplug my box to reboot it myself, but I also hate waiting to talk to an agent.
1) Stb settings 2) automated system 3) My account/spectrum App
"My technician was supposed to here 3 hours ago! I've been waiting here all day."
Must Do: Technician Missed Appointment
"I had the worst technician ever, he didn't do anything I asked. I mean you are nice but I am just not happy with your services." How can you prevent a DSAT
Recap and brand your call.
A customer call's in stating that several of her channels have no sound, and several others are playing in Spanish when they should not be.
(Audio) Tv- Audio Issues
All of Jessica's favorite channels display a currently unavailable message. We have confirmed those channels are in her package and balanced. After a reboot, it's determined that a truck is needed.
Missing Channels
"I would love to upgrade my services but need some time to think. Do I really have to call back to this?"
"My grandmother use's life alert and her phone has gone out. She can't go without her phone, what if something happens to her?"
Must Do: Medical Emergency
This tool helps you track the length of your calls.
AHT tool tracker
"When I try to change channels, I'm only seeing children's channels. Help!"
(Feature) Tv -Guide Issues
Jerry and his wife just moved a Tv and set top box to a room that they've never had cable in before. The box is stuck on "ait" and they've had the equipment for more than 30 days
Vid- 1 ou out
Channel Lineup
"What do you mean you can't get a tech out until next Tuesday. I need someone out now!"
Must Do: Quota not available within the SLA
You don't have a lead or supervisor present, but you need an override for a work order. What do you do?
Enter a lead assist ticket.
Mr. Thompson called in, extremely frustrated, stating that his box has been rebooting itself every 15 minutes since last night.
Tv- missing a single channel, no picture, other video/picture issues
The Jet-son's just added on tv and internet services. The internet and DVR in the living room are working just fine, but the STB in the bedroom will not activate.
DP- Rescue (C.)
I really need a new stb but I don't won't to wait for or pay a technician .
Visit one of our Spectrum locations
"The tech came out 2 weeks ago and there's still a line in my yard."
Must Do: Bury Drop(SRO)
You activate a customers stb and have then make sure the remote works by changing a few channels. Is there anything else that you should have asked to make sure that the customer does NOT hit your FCR.