Equipment
Cord that provide signals to your equipment for your Spectrum Home Phone, Internet and TV service
Coax cable cord
Cable cards
Transfer. Tell the customer to call 800-319-4293 and to state the reason for their call IVR and will route the customer to CableCARD Support.
3 calls about the same issue within 72 hours
How many t4 timeouts qualify for a Trouble call?
more than
Modem used for Fiber customers Only
ONU Optical Network Unit
Customer asking for payment arrangment/extensions
keep, educate customer spectrum provides 50 day grace period and does not offer payment/extensions past that
Multiple Y5, failed maintenance requests, long buried drop/construction delays, or lack of a follow up
yes
What should you do if customer asks to speak to a supervisor?
Attempt to deescalate, if desclation does not work reach out to lead line
Recommended ethernet cable cord for use
Cat 6
Customer says tech damaged property during Tech visit
Keep. UCM damage claim
Multiple Agent OS Alerts (three+ calls to the same or different que in the past 72 hours) but the customer is calling repeatedly for the same reason and there are no unresolved issues
No
Does Spectrum install ethernet ports?
No, customer does not install ethernet ports If additional Ethernet ports are required than the ones available on the router, customers may need to install their own networking equipment, such as a switch or additional router, to expand the number of ports available but we would not assist with this
electrical device installed inside your home to increase cable signal level to outlets
Customer was approved for Lifeline
Keep and enter ucm
The repeat issues are related to declared outages in the area or an existing broader based issue (weather, storm damage, commercial power)
No. Outages caused by weather, storm damage, or commercial power outages do not qualify. Any exceptions should be discussed with a leader
Repeat Outages that are NOT weather, storm damage, or commercial power related do qualify for OTM
Can we change NAT type on spectrum equipment?
No, but you can suggest the customer port forward and provide steps to port forward
Piece of equipment used for the internet and it is only available for Spectrum Internet 2 Gig customers, or Spectrum Internet Premier and Gig customers with Spectrum Mobile
Wifi 7 extender
https://www.spectrum.com/internet/wifi-service/wifi-extenders
Account was disconnected in Error
Transfer to billing
Repeat 3rd Party issue-multiple calls
Yes, education oppurtunity
What is the time frame for sro to be completed?
7-10 days from when SRO was entered