Porting Errors
What Copilot provides error codes & explanations.
HOW6638
What are the parts of the call flow?
Opening/Greeting - Fact Finding - Providing Resolution - Closing a call
Mr. Brown calls in, he just received his new device 10 days ago but wants a different color. Would you exchange or return?
Exchange
What is the 1st thing we want the cx to do before downloading an Esim?
Make sure they have a Wifi/Hotspot connection
VERY IMPORTANT!!!!
What is the Copilot that provides business rule for BYOD.
GEN7777
What is a 6G Port Complexity & what steps should be taken?
A port complexity error is a port delay status
Contact the Service Provider to verify the reason for the error:
What is particularly useful when speaking with angry/irate customers
ARM statements
What copilot can you find Return or Exchanges?
HOW6829
Before beginning an activation on a Spectrum-purchased device, customers should have this information ready for iPhone and Android devices to ensure proper setup?
Daily Double!!!
Apple ID (iPhone) or Google sign-in information (Android)
What Copilot article should you give our store reps?
GEN9151 used to be HOW7356
What are the 8-Error codes.
What is the primary reason for this error?
DAILY DOUBLE!!!!
7 Codes
Porting errors beginning with the 8- error code are related to missing or incorrect information in the port submission.
"In the call flow system, this step involves showing empathy and confirming you understand the customer's concerns before moving to resolution.
Acknowledge step in the ARM Method
Please state the Flow
What tab within the Return or Exchange copilot where find Out of Policy Returns?
DAILY DOUBLE!!!!!!!
Business Rule
Out of Policy Returns
read the policy
What tab in agent OS should agent check if line says PENDING
Orders & return
making sure Review is complete or still in progress.
TEAM WAGER!!! WHAT ARE YOU WILLING TO BET!!!!!
What copilot is helpful when learning to navigate Agent OS.
HOW6687 Agent OS Tabs
this article also has images of how to navigate through Agent OS!!!
What does error code E1029 mean?
The E1029 error occurs when the agent is trying to port a number that is already within Spectrum Mobile
Read steps 1., A-D
What should an agent use & do during an OUTAGE!!!
3 answers
DAILY DOUBLE!!!!!
Use the outage call flow
promote website/app
provide any other assistance to the customer.
What is the difference between an exchange vs Return?
Daily Double!!!!!
Return: No replacement needed, no need to cancel line, 14 days from ship date, 10 days from RMA initiation Restocking fee is charged after grading ($50)
Exchange: Replacement device is needed, no need to cancel line, 14 days from ship date, 20 days from RMA initiation to return original device, restocking fee charged upon initiating exchange.
IE: Like for like no restocking fee
IE: Non like for like Different model; subject to restocking fee; customer pays any price difference and sales tax
Before inserting the physical SIM card (pSIM) during activation, this must be done with the device.
Disconnect Wifi & Turn off the device
What is the process for the customer to transfer over a MDN from one spectrum account to another?
Daily Double
Send the customer EHH819, notify customer of the next steps (Offline support team will reach out within 3-5 business days with the process)
Before we can port over any MDN what is required from the customer?
3 answers
Acct number from OSP
Transfer pin from OSP
Confirm device unlock from OSP
When an agent provides an answer that reinforces the service or explains next steps positively, what step of the ARM method is being used.
Respond
What is the procedure for handling returns submitted after the designated return period
You are now the proud owner of said device!!!
Just Kidding!!!
Advise the cx
After 90 days of active service without activation, what account will be downgraded or disconnected.
BYOD's
LL can most likely activate those lines, if not the order will have to be cancelled & replaced.
If the network status shows RS (Released Status) after activation instead of CN (Connected Status), this guide should be consulted to resolve activation errors.
HOW6638