Fees & Charges
Is there a statement reprint fee. If so how much
What is the MAX number of hd boxes you can have with tv essentials
0
What does UCM stand for?
Unified case management
Customer wants seasonal what department handles this call
Keep(billing)
What is the amount of days before a soft disconnection.
(50 days)
I have a charge for 10.99 what is that charge for?
Cable box
If a customer is not satisfied with a services within 30 days what are their options
30 day MBG credit
A customer has become Deceased, how many days will it take for the ticket to be completed
( 5 to 7 business days)
Customer has a disability and wants Guide Narration on STVA (all platforms) Keep or Transfer
(Warm Transfer to Disability Support)
How many days of a grace period does spectrum offer?
13 days
Bill is $25.00 more than normal, what can cause this charge. (not a change in service)
(Return item fee)
DAILY DOUBLE
4. How many different types of HSD services does Spectrum have.
(5 - SIA, 100, 300, 500, n GIG)
When the requested credit amount exceeds your role limit which Category n type do you use?
(Category Billing - Type Over the Limit)
DAILY DOUBLE
Customer has Apple TV and needs Accessory Support/set up? Keep or transfer
(Transfer to Apple Care 1-800-275-2273)
How many days are a billing representatives allowed to extend a customers services as a courtesy if they are soft disco
none
What is the one time charge that is 8.95.
(Late fee)
What is the difference between TV Select and TV Select Signature. and what's the standard rate for each
(No Sports Channels)
tv select $84.99
Signature $79.99
If customer has a restricted payment on there account what UCM ticket is submitted
NONE they must wait 6 months
Agent gets a call from a technician who wants to add/remove a LOB? Keep or Transfer
(Refer Tech to Sales Activation)
When does the first pass due phone call begin from spectrum?
Day 35
How much is a reconnection fee and how does a customer avoid it
$4.99
By paying bill before soft disco date
Why would a phone service be $14.99 on one account but $19.99 on another
2.0 vs 3.0 pricing
If a tech goes to a home and accidently breaks a door what does spectrum do.
(Damage Claim)
Customer wants featurn information on Cloud DVR. Keep or Transfer
(Transfer to Internet Repair)
Customer is in New York, they disconnect on 05/21 bill cycles from 05/02-06/01, how many days will be prorated.
(11 days)