Jeopardy

Billing

100

How much credit you can apply to an account?

$35

200

What is the minimum balance has to be in order for the account to be placed on a soft disco?

Accounts must have a minimum balance of $0.99 or greater in the aged balance for collections to begin in the CSG Biller. 

GEN7242

300

Customer is upset about getting a message on his browser to make a payment. Why this is happening and what is the resolution?

• A browser message will appear on a customer's browser on Day 46, and if the account remains delinquent, the messages will continue through Day 49.
• A Walled Garden splash page is presented to the customer once an account is service interrupted on Day 50.

GEN7242

400

Customer wants to place a seasonal hold on his account due being deployed for 12 months, Is this possible?

Accounts can be placed on Seasonal Suspension for a minimum of 2 months (58 days) and a maximum of 9 months. 

There is no military exemption for longer than 9 months.

HOW222 Seasonal Plan Codes and Order Entry Process  

500

How can you verify if a payment was made through the MSA or Website?

CSG - PAYMENT DETAILS.

*See pictures

Troubleshooting

100

What does E04 means when displaying on an Arris digital receiver?

DCT hardware failure. 

1. Ask the customer to unplug their digital receiver for about 30 seconds.
2. Plug it back in and wait for the time to show up on the display.  
3. Turn the power to the digital receiver on after the time displays and check if everything is working.

HOW3984 Resolving Front Panel Display Error Codes on Digital Receivers

200

Customer: I just upgraded to 1G speed through the website, but my modem is not showing the right speed. I have Hitron modem.

GEN6701 Internet, Router Login, Video, and Voice Technical Support Equipment Library 

E31N2V1 - 940 Mbps
(Not Gig Compliant)

300

Customer called in due TV Land picture is pixelating. (Only that channel). Customer is using cable boxes. What is the last step of the troubleshooting tree?

Send a truck.

No SCI ticket should be submitted for pixelation or audio issues for stb receivers.

400

Customer was recently migrated to spp 3.0, he was offered tv select signature + internet with entrainment view and Filipino view add-ons, Wifi service and 2 dvrs for $149.99 Customer is not able to see the Filipino channels, how will you fix this issue?

Filipino view is only available on IPTV programing.

• IPTV programming is viewable via STVA and Spectrum.net.
• QAM programming is viewable via STVA, Spectrum.net, and Spectrum receivers.

GEN8902 Spectrum TV: International Channels, Packages and Tiers

500

Customer needs a trouble call to finish the installation of his new equipment, while trying to schedule a tc Agent OS is not giving you an option to do it due services not active and when opening the account in CSG you are getting a message that services are residential but account is not. How would you fix this issue?

by changing the customer type in csg. - Call the leads :P

General Knowledge

100

What are the 2 types of seasonal plans?

Two Seasonal Plans exist:

• Seasonal Basic/No Home Security or Smart Home Devices: For customers who do not have a home security system or Smart Home devices that need to remain active. 
• Seasonal Plus/Home Security or Smart Home Devices: For customers with a home security system or Smart Home devices that need to remain active, which can be any system that would use Spectrum Internet and/or Voice to function.
• HOW222

200

Which routers are compatible with Wifi Pods?

Advanced WiFi (AW) Routers

 The model number of the router will begin with SAC2V (e.g. SAC2V1K, SAC2V2S),SAX1V (e.g. SAX1V1R), or SAX2V (SAX2V1R, SAX2V1S).

300

I want to change my last name on the account!

UCM TICKET or Store visit with a valid ID.

GEN4082 Misspelled Name, Legal Name Change, and Transfer of Ownership Overview

400

Customer is requesting a technician to bury a red cable line, What would be the correct process to follow in order to resolved this customer request?

GEN2896 'Call Before You Dig' Hotline 

Red cable is for Electric lines

500

Non-Customer, needs help removing a drop from their property due cables exposed.

HOW845 Handling and Understanding Drop Bury, Winter Bury Pedestal, Wall Box Inquiries, and Special Request Orders (SRO) 

MustDo: Hazardous/Safety Situation 

If the non-customer provided their contact info, inform them Dispatch will contact them via phone call.  Refer to the Callback Timeframes below for more information.

Just cuz

100

What is Jazmin's height?

6'0ft

200

Customer called in because they made a payment but it was posted on their residential account instead of their mobile account. What is the best option to resolved this issue?

UCM - Misapplied payments.

HOW3822 UCM Billing Processes: Payments, Credits, and Refunds 

FYI if the customer is requesting a refund, create a refund request instead.

300

What is  Pre-bury and how long can they take to be completed?

• A pre-bury is a drop that isn't active, resulting in the customer not having Voice, TV, or Internet service at their home. 
• The pre-bury drop process arises when a technician finds they can't run the drop underground or place a temporary drop at a customer’s location.
  • This could occur at the time of sale, time of install, or during a service appointment.
  • Reasons for an inability to place an underground or temporary drop could be poor ground conditions, customer or technician safety issues, or dangerous weather.
• Pre-bury orders can take up to 10 calendar days to complete.

HOW845 Handling and Understanding Drop Bury, Winter Bury Pedestal, Wall Box Inquiries, and Special Request Orders (SRO)

400

Customer lives in a multifamily residential and is requesting to add Wifi Pods to his account. How will you order this PODs request?

What are the steps?

Ask them if they live in Manhattan, NY!

Coax and Fiber Multi-dwelling units (MDUs) are not eligible for Pods unless the account's SYS PRIN is 8150 1000 or 8150 1100 (Manhattan, NY).

PR131 Spectrum Internet Product Details HOW5466 Supporting Customers with Advanced WiFi (AW) Equipment

500

Can a TWC customer dial 911 or 611 after account has been placed in a soft disco?

No. In TWC regions customer cannot dial 911/611. With the only exception for California.

Next gen customer... (Charter) and BHN will still have access to dial. Services remain active 120 days after soft disco.

GEN7242 Dunning, Billing, and Collections/Non-Pay Standardization Timelines