Billing
What charges can be found on the first month bill?
Partial Monthly Charges, Full month of advance charges and applicable Install and activation Charges
What system can we use if HUB is down?
What is DPI
Which section of the call script would you find - Thank you for calling Frontier My name is____. Who am I speaking with please?
What is the greeting?
Which prodiuct - Adds up to two additional extenders provided to get a consistently strong Wi-Fi signal throughout the home
Whole-Home Wi-Fi $10 mo. / $.33 a day
SS
What is Supersedure?
What is Bill cycle 92?
There no balance and no credits on final bill
Which section of the call script would you find -Changes, Charges, and review.
What is Recap?
Which product - Protects all connected devices in the home. • Prevents accidental visits to known malicious sites and online scams. • Includes parental controls to set restrictions at device or user level by age range.
eero Secure $3 mo. / $.10 a day
VI/VO
What is vacation Orders?
What are 2 benefits of Mobile app?
View Status of Trouble ticket, View or update SSID and Password, View 12 monthly statements.
What document can the Agent access to get step-by- step Guide to help Customers?
Care process flows
Which section of the call script would you find -Thank you for choosing Frontier.
What is branding?
Which Product - • Live tech support for internet and connected technology; available seven days a week from 7 a.m. to midnight ET. • Help with issues like home network optimization, Wi-Fi issues, cloud services, viruses, smart device selection, purchase, install, set-up, configuration, and troubleshooting
My Premium Tech Pro $10 mo. / $.33 a day
RO
What is disconnect order?
What device (outside the home) is required to have copper Broadband?
Network interface device
What does F[one] abbreviation stand for?
Frontier Online Knowledge Education
Which section of the call script would you review what actions were performed during the call?
What is Recap?
Which Product - Virus, malware, and browsing protection on up to 10 devices outside or inside home and parental controls to set limits on where, when, and how long your family is online. • Password manager to help manage all passwords securely with one single password.
Total Shield $10 mo. / $.33 a day
ON
What is complete disconnect for Non Payment?
Which date service should an Agent suggest when a disconnected is requested?
What is bill cycle date
What is the name of Frontier’s Intranet?
Gigaverse
Which section of the call script would you ask -How many user are online at the same time?
What is discovery Question?
Which Product - Includes personal information monitoring (SSN, phone number, email address, debit/ credit card numbers, etc.) to help keep your sensitive data from becoming public (normally $19.99 a month when purchased directly). • Up to $1M in coverage restoration.
Identity Protection $10 mo. / $.33 a day $5 mo. for Family Add-On
PI / WT
What is port in/ Winback order