General
This article tells us:
Voice ID is a secure and streamlined authentication method using just the sound of a voice to authenticate callers. This article provides guidance on Voice ID, including:
What is HOW6529 Using Voice ID: Eligibility, Offering, Enrolling, Authenticating, and Unenrolling
This EHH tells us how to program our cable remotes
What is EHH113 Programming Your Remote
This article tells us " The service works directly from the Spectrum modem or can be wired to the working telephone jacks within a home"
What is PR139 Spectrum Voice Product Details
There are times when customers are upset, and to address their complaint and issue, you might need to escalate the caller.
What is HOW5522 Handling Customer Escalations
I am where you will find information about Spectrum Internet service packages -- what's included with all tiers, what's unique to each, corresponding speeds and requirements, add-ons, etc.
What is PR131 Spectrum Internet Product Details
This article states
What is GEN6701 Internet, Router Login, Video, and Voice Technical Support Equipment Library
This article provides steps on how to manage and troubleshoot the features of Charter's five IPGs (Interactive Program Guides): Spectrum Guide, ODN/MDN, i-Guide, Passport, and SARA.
HOW6400 Supporting All Guide Types: Spectrum Guide, ODN/MDN, i-Guide, Passport, and SARA
This article tells us how to trouble shoot Spectrum Home Phone?
What is HOW6134 Managing and Troubleshooting Spectrum Voice Service and Features
This article explains what scenarios should be escalated to a lead, how to do so, what is needed prior to contacting the lead line and lead call handling guidelines.
What is HOW6524 Using Assist Line and Desk Side Support for Technical Support and Chat Repair Lead Assistance
I am the article that tell what has to be offered to every customer that is changing their internet services.
What is GEN9010 Broadband Consumer Label Overview
This article tells us how to handle NPD.
What is HOW3755 Cancelling a Non-Pay Disconnect (NPD) Order
There are several reasons a customer may be missing channels. This article will help determine why channels may be missing and how to assist the customer.
Where is HOW6674 Troubleshooting Missing Channels
This article tells us where to look up a phone status on an older account?
What is HOW6408 Managing Voice with Metaview/Metaswitch
This article tells us Spectrum does not provide additional support to Third Party equipment. This article provides the most common Third-Party contacts, excluding most standard channel providers (e.g. ABC, NBC, CBS...).
What is GEN6296 Contact Information for Third Party and Equipment Manufacturers
This article provides information about the Digital Millennium Copyright Act (DMCA), the consequences for violating DMCA, and how to assist customers.
What is HOW6615 Handling Digital Millennium Copyright Act (DMCA) Violations and Notifications
This article helps us when a situation may arise in which a customer has demonstrated abusive and/or offensive behavior toward one or more agents
What is GEN3953 Handling Inappropriate, Irate or Abusive Customer Interactions
This article includes how to access Spectrum Entitlement Tool (SET); view an existing customer's current channel lineup and entitlements, perform a channel comparison with a customer's current entitlements and other TV Packages. View channel lineup for a non-customer service address and package comparison (limited at this time), and navigating Agent OS Channel Lineup & Packages in specific Call Reasons.
Where is HOW6718 Finding Channel Lineups, TV Plan Comparisons, and Entitlements Using SET and Agent OS
This article tells us where we can check to see what company owns a phone number.
What is HOW137 Using Neustar Enhanced Service Request (ESR) and Port Power Search (Port PS) for Telephone Number Management
This article helps with Asking probing questions helps identify problems earlier in the troubleshooting process, allowing for faster resolution. This article gives you details on picking the best Troubleshooting Tree based on the problem.
What is GEN8535 Asking Probing Questions to Troubleshoot Video, Internet, and Voice Services
This article provides the steps to identify a customer’s subscribed speeds, perform approved speed tests, and identify speed thresholds for Internet packages and customer devices. Additionally, this article explains understanding the results, device compatibility, and common obstacles to achieving optimal results.
What is HOW1305 Troubleshooting Internet Speeds
This article provides steps to place equipment in a certain order, or hierarchy, to be provisioned correctly.
What is HOW6908 Update Equipment Hierarchy
This article provides a list of Spectrum Receiver error codes and resolutions.
HOW3984 Resolving Front Panel Display Error Codes on Digital Receivers
This article tells us how the types of privacy preferences and how to block some
GEN2534 Privacy Preferences and the Do Not Call List
This article gives representatives direction on when to keep a call and when to transfer it to another department.
What is GEN6675 Scope of Support for Residential Queues
I am where you will find how to manage IP Reservations and Port Forwards
Where is HOW5466 Supporting Customers with Advanced WiFi (AW) Equipment