Services
How much is the broadcast surcharge?
$23.20
The difference between a credit and a refund
A credit goes towards the customers bill.
A refund is when the customer has a credit balance on their account and would like it sent back to them.
Customer wants to remove a line of business
TRANSFER
Retention or "account specialists"
WARM transfer *hold for 20 seconds
The verified credit exceeds your limit
What is Over the Limit ?
ETR- 2 days
Customers must have what service to qualify for the ACP credit
What is Internet ?
Which package can only be streamed?
TV Essentials
A customer needs to remove a service within how many days to qualify for the MBG?
30 days
Customer wants to know how much their mobile bill is
TRANSFER
Mobile-billing
When customer says they did not make any PPV/VOD purchases
What is PPV/VOD Research Request ?
ETR- 3 days
This tab in OS will show you an SIA or ACP alert for pre-qualified customers
What is Dashboard ?
How much does it cost to add entertainment view?
$12
Credits are issued when an outage last __ or more hours
4
Customer wants to downgrade to TV Essentials
KEEP
We cannot downgrade a customer to TV Essentials. This is for customer’s adding tv as a new LOB (no tv service for 30 days or more).
Customer over paid their bill and has a credit balance
What is Refund Request ?
ETR- 7 days
What is the upload/download speed of Spectrum Internet Assist(SIA)?
30mbps upload
4mbps download
Customers can put their services on a seasonal hold for a minimum of _____ and maximum of _____
What is a minimum of 2 months/maximum of 9 months ?
When would the customer be issued a late fee?
The day the next new bill cycle starts
Customer requests a new promotion
KEEP
Sell value- to services/ any promos they still have(if any)
Give cx options- ACP/ reduce services
Customer returned equipment but it is still showing on account
What is Equipment Research ?
ETR- 8 days
Customers who are not prequalified can sign up for the ACP with us
True/False
FALSE
....but we can send them a link to the application by email
How often can a customer change their Choice 15 channel lineup?
As many times as necessary within the first 30 days, and once per month after the first 30 days.
Customer added a premium channel by mistake on 10/3/23. What day would they need to call in by for the dispute to be valid?
60 Day Dispute Policy
Customer would need to call in either on or before 12/3/23
Customer wants to downgrade to internet 100
KEEP
We cannot downgrade a customer to Internet 100. This is for customer’s adding internet as a new LOB (no internet service for 30 days or more) * or if they sign up for ACP *
Customer made payment. It cleared their bank, but it's not showing on the account.
What is Missing/Misapplied payment ?
ETR- 7 days
What 3 things could cause a customer to be de enrolled from ACP?
Transferring their benefit to another provider
Moving without contacting ACP to report change of address
Missing the recertification deadline