Policies Review 1
What are the requirements for getting Flow service?
Customer's ID/TRN (High-level) & confirm there are no overdue balances on the account.
Which version of the site do we use when provisioning a voice extension line in Liberate?
Copper site
What is the TV relevant site for SCGP?
SCSS
What is the name of Flow's streaming app?
What is the cost to replace a HUB TV box?
$12500 + GCT
Who do we escalate requests for the addition of 5-8 STBs to?
Jam-CustomerEscal@cwc.com, CC janice.davis@cwc.com
What is the cost to add a voice extension?
What is the installation charge per HUB device?
$1495 + GCT
What is the monthly cost for the Bluu app?
$1599 + GCT, $1838.85
What is the maximum number of STBs that a customer can have before we need to escalate for approval to add more?
4
What is the maximum vacation period for each platform?
4 months for Cerillion, 3 months for Liberate*
What is the product code for adding a voice extension?
151 - Internal Access Point
How do we confirm that a Liberate request for additional STB is submitted correctly?
Service order will have no completion date and the department is installation.
Which application offers Flow customers a discount on a monthly streaming subscription?
(HBO) Max
What is the vacation rate for both platforms?
$750 + GCT for Cerillion, 50% of MRC for Liberate
What is the refund processing period?
4-6 weeks
What is the workflow profile for adding a voice extension?
Add Services/Equipment (with appointment, no pay)
True or False - If a customer opts to do a store pick up, we complete the provisioning and set the appointment for them to visit the store.
False
Which app do we promote if a customer is reaching out for a fault/ticket update?
My Flow Self Care
When raising Liberate refund requests, which employee do we progress it to?
Kimeisha Stone
What document must be filled out by the customer if their Bill Express refund is $100,000 or higher?
E-Payment Supplier Form
When setting the appointment, who we should we email if we don't have access to Prodapt?
cwc-techupdates@cwc.com
If a customer with 2 HUB devices is requesting 2 additional devices, which devices are we supposed to add to the account?
2 4K Sticks and a complimentary Wifi extender
If troubleshooting any app issue fails, who should we escalate to?
ithelpdesk@cwc.com