Verification vs. Authentication
Authorized user would like to update the security code.
What is the security code can only be updated by the account holder?
Customer reports their equipment is damaged due to a house flood or fire.
What is equipment research UCM under damaged equipment and equipment damaged in fire or flood?
Customer is in a bundled Internet and Video package and would like to remove the video services.
What is transfer the caller to customer solutions?
The standard rate for Spectrum Internet Gig.
What is $100?
The monthly cost for standard Spectrum receiver.
What is $15?
Search methods to locate a customer's account.
What is account number, phone number on the account, name and zip code, and address.
Unauthorized caller is reporting that the Account Holder has passed away and is requesting to have the account placed into their name.
What is account management under deceased customer handling?
Caller has moved and would like to get services at their new address.
What is Transfer to Sales - Move in Area?
The standard rate for Spectrum Internet Premier?
What is $80?
Streaming services that are included with the TV Select packages.
DISNEY+
ESPN+
MAX BASIC WITH ADS
PARAMOUNT+ ESSENTIALS
PEACOCK PREMIUM
STARZ
TENNIS CHANNEL
VIX
AMC +
Options to authenticate after verification.
What is the security code, security question, security token, or outbound call to the Primary or Spectrum voice phone number listed on file?
Customer needs a big button remote.
What is mail out request and Cable / Remotes / EquipReturn?
Current Internet subscriber would like to add video services.
What is keep in billing?
Internet speed for Spectrum Internet Ultra.
What is 600 Mbps?
Standard rate for TV basic.
What is $40?
General caller not AH/AU would like to process a payment; this is their only option.
What is using a saved payment method?
Account has multiple returned EFT payments, but you notice the customer always uses a credit card to process their payment.
What is billing and returned payment research?
Customer is experiencing intermittent connection with their internet. You see the account is up to date on billing and no outages.
What is transfer internet repair?
Features and benefits included with Spectrum Internet.
What is no data caps, free modem, built in security suite, out of home wifi connection, and advanced wifi?
Packages that include seamless entertainment.
What is Spectrum TV Select, Spectrum TV Select Signature, and Spectrum TV Select Plus?
Customer calls in and has exhausted all options to authenticate.
What is directing them to a local spectrum store with government issued ID or utilizing the online portal.
Customer calls in to report damage to their property after a technician appointment.
What is billing under damaged claim?
Customer who is blind is requesting a braille billing statement.
What is warm transfer to disability support?
1000 Mbps
What is the Spectrum Internet Gig?
Standard rate for TV choice.
What is $80?