FIOS
How many hours of shows can I record on a Premium Quantum DVR service.
up to 200
do we place trouble ticket's for active copper customers?
NO
Customer calls in with a Due Date for Today, the tech was suppose to show at 12 PM and it is 1:30. What steps needs to be taken from here.
2 Steps are needed !!!
Reach out to Dispatch and check VXfield.
Customer cals in inquiring about a price increase on the bill they just received. Where would we look to find this information about the increase.
FONE- Bottom of last 2-3 statements
When can I adjust a bill?
If there was a TT or notes on account regarding customers issue.
Can you offer FIOS TV cable cards?
Cable Cards are HDNO
Is copper internet a Dynamic IP or Static IP?
Dynamic
Customer calls in and inquires about an adjustment that was suppose to have been put in last month you need to check ________ to find out when it was put in and if it was approved.
billing in HUB then Adjustment history
Customer calling in to report internet outage, What steps would we take.
Basic T/S, DPI to look for TD. Review sterling to make sure product is still on account. MAKE AND OFFER THEN TRANSFER THE CALL
When Can I disconnect an account?
Only if customer is moving out of area and deceased.
Can you offer stand alone FIOS TV
NO it is HDNO
Does Freedom Essentials include long distance?
Yes
Customer calls in to inquire about the current promotions they are on, Where do we go to look to find this information.
HUB, Customer, Active promotions.
Customer calls in to inquire about a bill higher than normal but had made some changes a few weeks ago, How do we explain pro-rated charges to the customer
We bill a month in advance and any changes would bill the customer current charges plus the next months bill
When can I remove a core product?
NEVER!!!!
How long does the customer have to return FIOS tv equipment after disconnecting or removing TV service.
30 days
what countries can I call under " Frontier Simply International Asia "
japan
south korea
malaysia
singapore
taiwan
Customer calls in to find out if they have any Authorized users, If so they are wanting to remove them. Where would we go to do this?
Add Task- Account Changes
Customer calling in to dispute a $85 charge on their bill, Where would we go to find out how this charge was assessed.
VXfield: Tech Notes
When can I go into an AUX state?
Only when told by managment
What are the differences between dynamic and static IP internet.
Dynamic receives different address each time they access the internet, Static remains the same.
how much does it cost per half hour to install a new jack in my home?
$35 first 30 minutes $35 thereafter
Customer calls in to inquire about a past service order, Where do we go in the HUB to pull up service order history.
Interactions tab, Service order history
Customer calls in to close an account from a deceased customer and they are not an authorized user. What process do we take to close the account.
Non Customer has to have full account number to be able to close account.
When can I transfer to collections?
Only when account needs a PYX or has been TD