Guides
The 110 and 210 boxes have this guide
Spectrum guide
Shawn accidentally dropped his remote and now none of the functions are working, what is most likely going to be the resolution for Shawn?
Mail out new remote
What are the three options we have to notify customers of their service visits?
Text message, e-mail, phone call
If a customer calls in stating they are hearing a funny noise coming from their DVR box, what troubleshooting flow should we use to assist?
Equipment Issues Tree
This is the limit for a reps courtesy credit
$10
This guide is the most common in legacy charter
I-guide
Ben just got a new remote and needs assistance with pairing. When asked what remote they have, Ben states there is a System on/off and Power at the top. What remote does Ben have?
Clikr-5 remote
The Tech Tracker will only give the technician's name and tech ID number and nothing else. True or false?
False
This should be done if there is an issue outside of your scope of support
Transfer
Receiver fee is an example of this
Recurring Charge
What tool will you use to fix certain issues with the Spectrum Guide?
Spectrum Guide Repair Tool
Natasha bought a universal remote and is trying to pair it to her Vizio TV, what is the best way to assist her?
Refer her to TV manufacturer
If a customer requests to change their HD receiver to a DVR receiver, we must send out a professional install. True or false?
False
Seasonal can only be applied once every how many months
12
Self Install fee is a example of this type of charge
One time charge
This guide is the most common guide in LTWC
ODN
Jim needs assistance pairing his Apple remote to the Apple device, but we are unsuccessful with getting it paired. How do we assist Jim?
Refer to Apple Care
**DAILY DOUBLE**
Customers must confirm this before they can change the security code
Contact preferences
Equipment issues is the only flow that is for this type of equipment
DTA
This is the amount of time that a outage must be to qualify for a credit
4 hours
**DAILY DOUBLE**
This guide is found in only 1 part of California
Sara guide
Ally called in because her Spectrum Guide remote is acting strange. The remote will control the volume and input on the TV, but is not changing channels. What is most likely the issue with the remote?
Remote is no longer paired to the receiver
Customers would need to go here to change their Security code
My Spectrum App
**DAILY DOUBLE**
Seasonal brings the customer package down to this
Basic
**DAILY DOUBLE**
This way of paying takes around 7-10 days to apply to the bill
Mail the payment