Billing Rules
As tech repair specialists, will you be able to apply credits to a customers account if applicable?
Yes, $10 for courtesy and $20 for verified outage
A customer wants a tech to pick up their cable boxes from their porch as they would like to cancel service. Does this qualify for a trouble call?
NO!
What devices can a customer stream TV choice from?
Any app downloading device except FireStick.
True or False: A customer can set up Auto Pay in their MyAccount?
True
True or False: Gateways shows the date the last payment was made.
True
A customer is missing a payment that they know they paid and their bank statement proves they did. Is this on your scope of support?
No, Transfer to billing
What do you have to send the customer ANYTIME you send a technician to their home?
Truck roll Expectations
What 3 box options does a customer have?
DA, STB, DVR
What tab contains the customers information?
What is My Profile Tab?
Where would you see if the customer had a promotion?
What is services tab?
What is the price Spectrum is willing to buy out a customers contract with another company?
What is $500.00?
How many remotes can a customer order at once?
What is 2 remotes?
Felecia refuses to have a cable box and wants to connect directly to the wall as she did when she had Time Warner Cable. Can she do this?
No, as spectrum is all digital, the "digital" signals are sent to the box and the box communicates to the TV.
Sheila wants to manage her home wifi online. What screen will she visit in MyAccount?
What is My Internet tab?
What is the maximum number of characters in the note section?
2,000 Characters.
You ask a customer for their customer code, where can this be located for the customer to view?
On the top left of their billing statement.
What is the first step to installing services for a new customer?
Transfer to sales.
What else is included for no charge in a TV Choice package?
What is Local Channels?
As a specialist viewing a PDF of a customers bill can be helpful, where can you do this?
What is MyAccount?
Can you roll a truck through Gateway?
Yes, only for CSG.
Marsha is upset she is unable to order on demand as she is 40+ days past due. What is the reason?
What is soft disconnect?
Why would the modify button not be available in CSG when trying to alter a Choice TV lineup?
Because the customer has had the package for over the 30 day period they are allowed to change channel choices.
What cable packages include EPIX?
EPIX is no longer offered in any cable package, it is an add on they must pay separate for.
A customer wants to change the number of rings on their home phone before a call goes to voice mail. What tab in MyAccount will this be under?
What is My Telephone tab?
List all 4 ways a customer can verify
Pin, Mac Address, License #, Customer code