TV Product
What is the Broadcast TV surcharge?
What is $17.99/mo.
5 Emails
How much is Spectrum Voice international?
What is $5.00
I do not understand my bill?
Keep
Where can you pull up the pdf of a billing statement?
Under Dashboard or Billing tab click on "tasks"
What are the 7 premium movie channels that we offer?
What is Starz, Starz Encore, TMC, Cinemax, HBO, Showtime, and Epix.
Internet is hardwired connection. WiFi is a wireless connection.
What features are included in Voice?
What is
How will you know whether to keep or transfer a call?
Reference Scope of support Article in CoPilot
GEN8429
What section on the dashboard page do you go to to see if a customer has a pending order?
The Orders section.
What streaming package allows customer to choose up to 10 channels out of a predetermined list?
What is TV Choice.
How much is the modem rental cost?
Free
Why am I paying for phone when I never use it or haven't asked for it?
I can understand your concern with paying for a service you do not use, I will be happy to take a look at your account as a lot of times people have the voice service to take advantage of the bundled discount/promo. Will you provide me with your full name and address please?
I would like to upgrade my services.
Keep.
WHERE WOULD YOU ENTER THE ACCOUNT PIN/SECURITY CODE/SECURITY QUESTIONS/TOKEN IF NEEDED?
By clicking on Verify at the bottom of Agent OS
What is included in TV Gold?
What is Silver, Digi Tier 2, Starz, Starz Encore, and TMC.
What is the Acceptable Speed Threshold?
The Internet Speed Thresholds provide a range of Internet service speeds that indicate normal working conditions.
What are these charges I keep seeing on my bill? (probing questions)
Which charges are you referring to?
Which bill are you looking at?
I made my payment, why is it not showing on my account?
Keep
What tab would you go to to locate a customer's past due balance?
Billing
Why am I being billed twice for DVR service fees?
I know that be double billed is unacceptable and I will certainly take a look at this, chances are you are being charged for the DVR equipment and the DVR service which are 2 separate charges. Do you mind telling me what bill you are looking at?
What is the highest option for Internet a customer can subscribe to?
Spectrum Gig 1000x35mbps
How much is Spectrum Voice bundled with my other services?
What is $12.99
I am moving out of an area with Spectrum and need to cancel.
Transfer to retention
What section of Agent OS do you leave your notes?
Reference > Call Tracker