Co-Pilot Fun Round 2

Name the service!

100

This package provides national sports networks dedicated to a variety of professional and college sports 

What is Spectrum TV Sports Pack
HOW318 Seasonal Sports Packages

200

Customers can subscribe to premium channels not included in their chosen TV package a la carte. Name three of the eight available premium channels? 

What is SHOWTIME®, STARZ®, STARZENCORE®, THE MOVIE CHANNEL™, EPIX, HBO™, Cinemax, Gaiam TV (Fitness OD)
GEN8873 SPP 3.0 Spectrum TV Product

300

Streaming service provided by Spectrum have three limitations what are they

What are 

• Device Limits:
  • In-Home Streaming: Unlimited devices can stream when connected to Spectrum WiFi.
  • Out-of-Home (OOH) Streaming: Customers can stream on up to three devices.
  • Spectrum SportsNet and Spectrum Deportes: Up to two devices can stream simultaneously, as long as they are not using Spectrum WiFi.

GEN8741 Streaming Services Apps Landing Page (Seamless Entertainment)

400

Along with STVA Spectrum also offers several streaming options, this article tells us what they are. 

Bonus 100 points if you can name all 8

What is GEN8741 Streaming Services Apps Landing Page (Seamless Entertainment)

Bonus : SHOWTIME®, STARZ®, STARZENCORE®, THE MOVIE CHANNEL™, EPIX, HBO™, Cinemax, Gaiam TV 

500

This articles tells us how to better manage a service we provide that allows customers to speak with each other

What is HOW6134 Managing and Troubleshooting Spectrum Voice Service and Features 

Oh that's a problem

100

I can't get in my email

What is HOW4206 Use Spectrum Identity and Email 

If the customer received any notifications from Spectrum, or you have identified that their email password was reset for security reasons, ensure the customer's email is secured appropriately.

1. Change the email password; do not use existing password.
2. Check that the customer is not logging in using a VPN or foreign IP address.
   • Using a foreign IP or VPN could cause a security alert on the account, which may prompt the customer to change the email password again.
   • While VPN usage is recommended for access outside the US, it can also trigger security concerns and is not supported.

200

I cant call out but I have a dial tone why not 

What is HOW6134 Managing and Troubleshooting Spectrum Voice Service and Features ( trouble shooting voice)

300

My remote is not working anymore I need a new one

What is HOW111 Utilizing the Spectrum Emulator 

400

I just paid my bill and my service still isn't working

Bonus: I am one reason a non-pay may still be present

What is HOW3755 - Cancelling a Non-Pay Disconnect (NPD) Order 

Another future pending NPD 

500

I am outside the us and cannot get in my Spectrum why not.

What is the suggested script for this issue

Where is HOW6734 Navigating Spectrum.net (Portal/MyAccount). 

Bonus  "(Customer's Preferred Name) ______, to access Spectrum.net when outside of the U.S, a U.S. based VPN connection is required. An Internet search on 'U.S. VPN providers' should provide relevant information. Also, some employers may offer U.S. based VPNs through their IT department." 

Back to the Basics

100

I am the copilot that tells who should handle a call.

What is GEN6675 Scope of Support for Residential Queues 

200

I am the article that helps with third party contact information. 

what is GEN6296 Contact Information for Third Party and Equipment Manufacturers

300

I am the Co-Pilot that tells what internet speeds we offer. 

What is PR131 Spectrum Internet Product Details 

400

I am the Co-pilot that tells how to mail out remotes, print statements, security codes and call logs

What is GEN6490 Unified Case Management (UCM): Overview 

500

I am the Co-Pilot that tells what level of account security is needed. 

500 bonus point

I am the 16 items that can never be provied

What is GEN4067 Account Verification & Authentication of Residential Customers 

Bonus:  Account Holder Name, Service Address, Telephone Number (exception for new TN, after authenticated TN change)    Email Password (Before Reset), Authentication Level Information, Bill To Address, Date of Birth, Payment Details (such as Banking or Credit account information), PIN, Security Code, Spectrum Account Number, Email Address, IP Address, MAC Address & Equipment Serial Number, Spectrum.net Username or Password, IMEI

Roll a truck

100

The day is December in Maine and customer is requesting her line to be buried, This article tells me if I roll the truck. 

Bonus if you can name when and were Winter bury is applicable

What is HOW845 Understanding and Handling Drop Bury, Pre Bury, Cut Drops, and Winter Bury 

Bonus November–May for Central, Great Lakes, Northeast, and Northwest regions 

200

A winter Bury has two exceptions, they are what

Bonus What is the job codes for these exceptions

What is 

If customer is calling about these two possible scenarios listed below:

1. Customer has no service.
2. Customer has a temporary drop that hasn't been buried.

Bonus answer:WTRPRIBOR2V (WINTER PRIORITY BORE)  WTRPRIBUR2W (WINTER PRIORITY BURY) 

300

I am the category that allows us to make tickets for The customer or non-customer states that a hazardous situation is occurring or could take place either inside or outside the premises. Examples include, but aren't limited to:

• Smoking Spectrum Receiver.
• Down drop impeding a walkway/driveway or street.
• Outside equipment or cable lines that may be down, sparking, smoking, etc.
• 
  
• Bonus Who can enter an ETD for Active Customers in an active Outage reporting Hazardous/Safety Situation

What is an ETD  MustDo: Hazardous/Safety Situation 

HOW6619 Entering an Escalate to Dispatch (ETD) Ticket

Bonus: Lead or Above to submit Hazardous ETD via UCM (no work orders required to be scheduled).

400

I contain a chart that will help agents know if a trouble call or ETD is needed

Bonus I am the business rule for a Non-customer when the situation is not hazarous or service impacting.  Hazardous/Safety Situation ETDs should only be submitted when the non-customer states that a hazardous/Safety Situation is occurring or could take place either inside or outside the premises. 

What is HOW845 Understanding and Handling Drop Bury, Pre Bury, Cut Drops, and Winter Bury (Relocating or Removing Wall Boxes, Pedestals, Drops, or Change Drop Types)

Bonus Request assistance from a lead or above to send an email to dispatch. 

500

According to HOW845 Understanding and Handling Drop Bury, Pre Bury, Cut Drops, and Winter Bury I am the one state that does not have drop buries. 

Bonus: I am the timeframe for Buries with what two exceptions 

Where is Hawaii

Bonus Please be aware that there are circumstances where bury drops can't be completed within the 10 days of the scheduled date due to cold weather or excessive rain. 

Streaming

100

I am the EHH you can send to help the customer with Disney+

Bonus Spanish Version

What is EHH847 You're Eligible for Disney+ 

Bonus EHH869 Eres elegible para Disney+ 

200

I can help with the spectrum tv app

Bonus I am the Spanish version

Daily Double or nothing I will list the devices that are compatible 

EHH56 Spectrum TV App (STVA)

Bonus EHH448 La Spectrum TV app (STVA) 

Daily Double EHH1095 Devices You Can Use with the Spectrum TV App

300

I am the article that helps install the device Spectrum sells to stream tv

Bonus Spanish 

What is EHH816 Installing Your Xumo Stream Box 

Bonus EHH822 Cómo instalar tu Xumo Stream Box 

400

I have the option to come with Showtime

Bonus Spanish Version

What is EHH1038 Upgrade Your Streaming With Paramount+ 

Bonus EHH1042 Mejora tu servicio de streaming con Paramount+ 

500

I will tell you which streaming services are part of your package 

Bonus Spanish Version

What is EHH1097 Streaming Services Included With Your Spectrum TV Package

 

Bonus EHH1153 Los servicios de streaming incluidos con tu paquete de Spectrum TV