TV Product
Internet Product
Troubleshooting Trees
Scope Navigation
Gateway Navigation
100

This TV package is geared towards Spanish speaking customers.

What is Mi Plan Latino?
100
How many emails can you have with subscribing to Spectrum Internet?

5 Emails

100

"I added HBO to my services a week ago, and it is still saying Do You Want To Upgrade (DYWTU) on all the HBO channels."

Missing Channels/Channel Unavailable/No Signal/ Black Screen

100
What is important to remember when reading Scope in regards to indicators?
Green is acceptable. Red is unacceptable.
100

What tab do you locate the equipment in Gateway?

What is Device Management

200
What are the 7 premium movie channels that we offer?

What is Starz, Starz Encore, TMC, Cinemax, HBO, Showtime, and Epix.

200
Explain the difference between WiFi and Internet?

Internet is hardwired connection. WiFi is a wireless connection. 

200

"My son was playing around with the remote earlier and now I can only see kids channels in the guide! It skips from 34 to 66 to 89! How do I get my guide back to where I can see all the channels?"

What is Guide Issues/Guide Errors.

200
When searching for the equipment in Scope, how do you indicate what is the cable box vs what is the Internet modem?

Cable Modem + Set Top Box

Cable Modem + MTA

200

What section on the dashboard page do you go to to see if a customer has a pending technician appointment?

The Orders section. 

300

What streaming package allows customer to choose up to 10 channels out of a predetermined list? 

What is TV Choice.

300

How much is the modem rental cost?

Free

300

"My screen is really fuzzy and keeps flashing in and out!"

Picture Quality

300

What is the offline percentage to check for when checking for a potential outage?

Below 80%. 
300

What tab in Gateway do you access the troubleshooting trees?

Troubleshooting

400

What is included in TV Gold?

What is Silver, Digi Tier 2, Starz, Starz Encore, and TMC.

400

What is the Acceptable Speed Threshold?

The Internet Speed Thresholds provide a range of Internet service speeds that indicate normal working conditions.


400

"My home phone is not working! I am not getting any calls that I know I should be getting! And I cannot make any calls either! This is ridiculous! Spectrum is the worst!"

Cannot Make/Receive Calls
400

What tab do you check for T4 timeouts and Interference? 

Logs
400

What tab would you go to to locate a customer's past due balance?

Billing

500
What two codes combined make up TV Select?
Basic and Expanded
500

True or False. Residential customers are able to get static IP addresses.

False

500

"One moment my Internet is working great, and then it will go out for hours at a time and then kick back in randomly! What is up with that?"

Intermittency

500

What are the 4 types of quarantines?

Registration, Abuse, Compliance, and Billing. 

500

What section of Gateway do you leave your notes? 

Reference > Call Tracker

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