Self-Help
How can mobile customer reach mobile department directly from their phone?
What is dialing 611 from their mobile phone?
Which services pricing is changing with the august 2023 rate increase?
Spectrum internet, Choice, Broadcast fee, Bundled voice, TV stream, Tv Lifestyle and Sports pack.
GEN8915 August 2023 Residential Rate Event Landing Page
IF a new Customer wants to add services and opt in for ACP is that a Keep or Transfer?
What is Transfer to New sales?
How many times can a customer go on seasonal hold
What is once every rolling 12 months or 3 times in a rolling 3 months if residing in Tampa Florida area with an 8-week grace period?
GEN2059 Seasonal Service Plan Overview
What EHH can customer get information on Recertification of ACP?
What is EHH719?
EHH719 Affordable Connectivity Program (ACP) Annual Recertification
What are all the ways customers can submit their payments?
What is the Spectrum app, IVR, Customer service rep, Mail, Electronic bill pay, online, spectrum store, third party?
HOW6136 Processing Payments and Payments Overview
When does the rate increase go into effect?
what is beginning august 9th 2023?
GEN8915 August 2023 Residential Rate Event Landing Page
If an existing customer wants to add a new service to their account, such as TV or internet is that a keep or transfer to sales..
What is keep- Billing can add services to an existing account holders account if already active?
What are the different types of seasonal plans we can place a customer into?
What is seasonal basic and seasonal for home security?
GEN2059 Seasonal Service Plan Overview
Where can a customer get information about the acp program?
What is AffordableConnectivity.gov
or by calling 1-877-384-2575
GEN8434 Affordable Connectivity Program (ACP): Overview - Billing
Where can customers access support videos?
What is Channel 2400 on their cable television, http://www.spectrum.net/support,
GEN3808 Spectrum.net Self-Service Shortcut Searchable Table
If a customer is disputing a service charge siting never asked for the service, at what point should we submit a credit request.
What is if the service has been fully removed and meets 30–60-day dispute guidelines.
GEN2706 Credits and Adjustments Guidelines
Customer calls in wanting to reschedule their transfer of service work order is that a keep or a transfer.
Keep --GEN6675 Scope of Support for Residential Queues
we are able to modify the order in csg to change the date of disconnection.
What is the pricing for all of the seasonal plans?
What is Video -$9.99+$10 BCC
Internet $4.99 for basic, $29.99 for home sec
Phone $4.99
If a customer is enrolling in acp or an existing acp customer, can they request internet 100 and how much is that program?
Yes and $59.99 standard rate
If a customer billing cycle started July 21st and they canceled their services July 28th and is calling requesting credit for not using their services what kind of UCM ticket do we submit?
What is none the customer canceled during their current billing cycle and spectrum does not credit or prorate unused service canceled prior to the end of the current billing month--
GEN7416 Monthly Subscription Service
Customer calls in wanting to upgrade TV essentials to TV select is that a keep or a transfer.
Keep billing is able to do upgrades from essentials.
What are the eligibility requirements for seasonal? Can we modify services while in seasonal?
What is a minimum of 2 months and a maximum of 9 months?
What is no
HOW222 Seasonal Plan Codes and Order Entry Process
If a customer experiences an outage while enrolled in ACP for $0 charge per month does this customer qualify for a service outage credit?
What is no -Accounts that have a $0 monthly rate for Internet Services while participating in ACP are not eligible for Service Issue-related credit. Credits/Adjustments can only be applied towards services that have already been billed and have a monthly charge.
What are some items customers can view on their my spectrum app?
Manage services, View billing, Upgrade, contact support, View mobile data, View outages, enroll in autopay, set FDP if account current, add authorized users, add pin number.
HOW5527 Using the My Spectrum App (MSA)
How does a customer qualify for a $5 credit off their billing for 6 months due to the rate increase?
what is
Customer calls in wanting to remove everything but their internet from their account that contains cable and home phone is that a keep or a transfer.
What is transfer we cannot remove full lines of business in the billing department?
What are the steps for removing someone out of seasonal?
What is Edit Seasonal dates on the dashboard to date customer wants to return in agent OS
HOW222 Seasonal Plan Codes and Order Entry Process
What EHH can we send the customer with the steps to apply for the affordable connectivity program?
What is EHH544 Affordable Connectivity Program (ACP)