TOOLS
What tool we use to find information about spectrum packages, prices, billing, orders, troubleshooting process and customer account information?
Agent OS
Once you have access to an account in Agent OS where can you see what services a customer is subscribed?
Dashboard
I just open my account but I notice my last name is misspelled...
HOW3974 UCM Account Management Processes | Misspelled Name
What is the price for streaming Latino TV?
GEN8607 Standard Rates and Fees | $24.99
My cable is not working!
What tool would you use to check if the cable box is connected?
SCOPE
Customer is past due 40 days and are unable to see VOD content. Which troubleshooting tree can I use to resolve this issue?
VIDEO > FEATURE > VOD/PPV ISSUES - TROUBLESHOOTING | STEP 11
GEN7242 Dunning, Billing, and Collections/Non-Pay Standardization Timelines | DAY 40 | PPV/VOD orders are systematically restricted. Restrictions apply to all chargeable and nonchargeable content.
If I were to mail out my payment, how long would it take for it to be received?
7-10 days GEN7692 Bill Payment Options
What is the fee for swapping my HD receiver for another HD receiver?
HOW4411 Self-Installation Order Entry | No self-installation charge for like for like swaps.
What is the name of our own search engine?
Hint: like google but for Spectrum.
Copilot
How many tuners does a 210 receiver dvr box has? (any make)
GEN6701 Internet, Router Login, Video, and Voice Technical Support Equipment Library | 4 tuners
How much would I pay if I don’t return a cable box?
Hint: this happens after cable box code has been removed from the account.
$97.00 | GEN8607 Standard Rates and Fees
Self-Installation orders are allowed to be schedule up to how many days in the future?
30 DAYS | HOW4411 Self-Installation Order Entry
What tool can I use to see which packages have ESPN channel?
SET
What Troubleshooting tree can I use for Purchase Pins reset?
Customer Education
After how many days my account will be soft disconnect if I don’t pay my bill?
50 Days | GEN7242 Dunning, Billing, and Collections/Non-Pay Standardization Timelines
What are 3 expectations you have to give to a customer who has an upcoming service appointment?
HOW6135 Service Appointments: Scheduling, Rescheduling, and Canceling Service Appointments and What to Expect during Technician Interactions
Time and Date
Tech tracker
Someone 18 years or older with a valid ID must be present during the appointment.
Please ensure that all pets are secured to ensure the safety of the technician
They will be receiving reminders of the appointment.
I want to stop receiving calls about service notifications from spectrum! I just want text messages!
Contact Preferences
When in a reboot process for a ODN box what does L3 mean in the front display of the receiver?
HOW6400 Supporting All Guide Types: Spectrum Guide, ODN/MDN, i-Guide, Passport, and SARA | ODN registering for network messages, updating entitlements, building guide channels, reading mini carousel, and loading catalogs.
I want to change my billing cycle
GEN6675 Scope of Support for Residential Queues | Video reps cant change billing cycle.
I got my equipment 10 days ago, but I haven't installed it yet. Will I start getting charged if I haven't use the services?
Yes |GEN8177 Self-Installation Overview | Billing for home ship and store pick-up begins when at least one piece of equipment is active on our network, or eight days from the ship date; whichever comes first.