What's The Flow (HSD & Video)
Cx is calling for Wifi Credentials
INTERNET / INTERNET SERVICES / WIFI CREDENTIAL MANAGEMENT
Cx is removing internet
Retention, to the cx it's called "Our executive team"
How do you program a WORLDBOX remote back to the cbl box
Press and hold menu and 2, or menu and 3 for ten seconds
True or False
Internet equipment must be in OS to work correctly.
True
What needs to be done to bring a cx out of soft disco?
Cx needs to pay past due balance.
Cx has not received equipment that was shipped out to them
VIDEO / CUSTOMER SELF INSTALL TREES / CUSTOMER SELF-INSTALL
Cx calling for ACP details
You can Transfer, but it is easy to keep. Cx edu is all it really is, so we can keep those transfers low by using our resources
Will legacy codes work with a Worldbox receiver?
Depends
Spectrum Guide interface, no
without SG interface, yes
SG interface can be on other receivers (Arris, Cisco)
Worldboxes can be ODN as well (Rare)
If a cx has an advanced in home router, can they choose between their 2G and 5G wifi names?
No, but both are still there. The router picks the best connection. If a cx wants both, they must buy their own.
How do you change a cx's billing address?
Agent OS - Dashboard> Account (Tasks) > Edit Customer
Cx wants to set up port forwarding. They have an Advanced in Home Router.
NTERNET / INTERNET SERVICES / ADVANCED HOME WIFI FEATURES
Cx is wanting to upgrade speeds
KEEP, make sure modem is already compatible w/ speeds
No signal usually means...
Wrong Input or the cbl box is off. IF THEY SEE NO SIGNAL IT DOES NOT MEAN THE BOX DOES NOT HAVE A SIGNAL. IT MEANS WHATEVER IS ON THE OTHER END OF THE HDMI DOES NOT HAVE A SIGNAL.
Where can you see if the cx is provisioned correctly speed wise?
Agent OS - Dashboard> Service Status
Scope - Bandwidth Tab
Cx has credit balance with no bill or reoccurring charges. What can the cx do with the balance
UCM for Billing > Refund Credit Balance
Buy stuff until the credit is used up
Cx is trying to get connected to wifi while she's at the local coffee shop
INTERNET / INTERNET SERVICES / SPECTRUM ACCESS POINT
Cx has called in to TS wifi. The bulk agreement has M wifi, but cx is being charged for NM wifi.
Keep
How can you power on a cx's Spectrum Guide receiver?
Through The SG Repair Tool
True or False
Most STVA issues are solved by signing back in automatically
False, MANUALLY
True or False
Only a lead can credit a service charge since it's 49.99
False, although it is over our credit limit, this is a newly added exception
Apple TV remote needs to be paired with Apple TV
VIDEO / EQUIPMENT / REMOTE CONTROL ISSUES
Cx is wanting to be put on seasonal
KEEP, just became our scope of support
How do you change the front panel display to a cx's Spectrum Guide receiver
Through The SG Repair Tool
Where in scope can you see if our router is connected correctly?
Bridged Devices
Mrs. Green's bill is due in ten days, and she also has a past due balance. She called in today to update her autopay. What should you tell Mrs. Green?
" The best thing to do today is to take the payment in full, so you won't be be late on your upcoming bill. Doing it this way will leave you at a zero balance and your autopay would be updated as well."