Can't Get To My Snapface
STV-Oh Nooo
Sloooooooow Speeds
Spectrum.net
100

Sagemcom F@st5260

Netgear 3800

Netgear 4300

Netgear 6300


What are Charter provided routers?

100
Power cycle all devices (modem,router, roku, smart tv)
What is the first step for solving a customer's show buffering / app crashing / freezing?
100
The tool used by leads to check slow speeds.
What is the CMTS tool?
100
The final resolution for all problems related to spectrum.net that can not be resolved on the phone call.
What is a TMS ticket?
200

-14.0 to 14.0 dB (RX)

25.0 to 55.0 dB (TX)

22.0 or higher (SNR)

30.0 or higher (SNR)

Fewer than three T3 timeouts in the past 24 hours

What are the acceptable ranges of the modem signal?

200
The tool used to check entitlements.
What is the Care Insight Tool?
200

Spectrum Internet Gig Market requires this type of modem.

What is a Docsis 3.1 Technicolor TC4400?
200
The section where customer's activate their email inbox. 
What is the "internet" tab of spectrum.net?
300

The tool used to verify the correct network key to the router.

What is Prime Home?
300
The tool Leads / Sups use to correct an entitlement issue once IRIS tells you to escalate to a Lead or Sup.
What is the PRD-TVE tool?
300
The website customers should go to when they want to check their internet speed they are receiving in the home.
What is http://speedtest.Spectrum.com?
300

Manage Account, Get Support, or Watch TV. 

What are the options under "Menu" in the top left hand corner of Spectrum.net?

400

Steps:

Verifying the customers HSI package under the Device Management Tab.

Verifying the Ethernet port is active.

Making sure all the modem interfaces are not showing dormant.

What is checking the provisioning status of the customers modem?
400
The type of login needed to use the STVA. 
What is a charter.net email address?
400
The program and option to choose when checking for packet loss.
What is the ping tool used in DRUM under Modem Reports?
400

The link you must click to bring up the Spectrum Residential Terms and Conditions

What is the "Policies" link at the bottom of Spectrum.net?

500

Steps:

Right clicking on Local Area Connection or Wireless Network Connection and select properties.

Selecting Internet Protocol Version 4

Ensure Obtain an IP address / DNS server automatically are selected; click ok

What is ensuring the TCP/IP settings are set to automatic?

500
Customer is receiving HDCP Unathorized Content.
What is the error received when there is an issue with HDMI cable?
500

The 172 IP address, Modem CMAC Address, Modem IP address

What is the information needed to run a CMTS provisioning check?
500

The location of the privacy preferences form so customers can remove themselves from getting marketing calls, emails, mailing items, or to keep a sales representatives knocking on their door.

What is the "Your Privacy Rights" link on Spectrum.net?

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