Apple
How would you describe the newest version of the Apple TV Siri Remote and does it have the apple logo?
Silver remote with no apple logo
What tool can we use to see the stream quality of the Spectrum TV App?
Telescope
What does it mean in SET tool when a lock icon is displayed?
Parental controls are set
If a customer is unable to stream a channel because they outside the home- what option can they try to watch that channel?
What indicates a channel is entitled to a customer?
Green check mark
What will display on the customers TV once the remote is programmed?
Remote Connected
In telescope what will you see when the customer is streaming in home?
OnNet
How many digits is the parental control pin?
4
When an existing customer with a Spectrum.net adds a new channel and attempts to view it in STVA how long will it take to show up?
30 seconds
What do you select to refresh entitlements on the STVA in SET tool?
STVA Entitlement Sync
When a customer is pairing a Spectrum Remote for Apple TV what is the first action the customer needs to perform?
Remove the battery pull tab
What must you do and who must you be speaking to before changing anything in Masquerade for the customer?
Authenticate and authorized user/account holder
What are all TV ratings that can be blocked with Parental controls?
TV-Y, TV-Y7, TV-G, TV-PG, TV-14, TV-MA
If a customer is stating they are only seeing Sports related programs and nothing else what common problem might this indicate?
Filters
What do you need to change in SET if the customer has multiple Spectrum.net accounts?
What is a reason the customer may have issues pairing the Spectrum remote for Apple TV or the Apple TV remote?
Any of the following:
Not following correct button sequence
Standing too far away
Remote isn't charged or needs batteries
What CoPilot contains the steps for using Masquerade tool?
HOW5833
In the tree is you select Parental Controls unavailable/not working and no it can't be replicated in Masquerade what does this lead to?
Third party referral
Name three devices that support Spectrum TV App?
Apple TV, Android, IOS, Roku, Samsung Smart TV, Xbox, XUMO, Apple Vision Pro, Spectrum.net
What icon will you see in SET if a channel can be streamed anywhere in the US?
a plane
What is the best email self-help document for a customer with a Spectrum Remote for Apple TV?
EHH442 Spectrum Remote for Apple TV Troubleshooting
What part of the customer experience can not be mirrored in Masquerade?
Filters
Channel Quality
Platform/Navigation
Favorite/Startup
If the customer has multiple Spectrum.net users setup what do you need to ensure when helping with parental controls?
That you are on right user name
That they know parental controls are set to the user and not the entire account
What word means - activating or ensuring the equipment is getting the services the customer is subscribed to?
Provisioning
What icon will you see in SET tool to indicate a channel is streamable in market only?
a house and building behind it