TV Product
This TV package is geared towards Spanish speaking customers.
How many emails can you have with subscribing to Spectrum Internet?
5 Emails
"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
What tab do you locate the equipment in Gateway?
What is Device Management
What is Starz, Starz Encore, TMC, Cinemax, HBO, Showtime, and Epix.
Explain the difference between WiFi and Internet?
Internet is hardwired connection. WiFi is a wireless connection.
"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.
Cable Modem + Set Top Box
Cable Modem + MTA
What section on the dashboard page do you go to to see if a customer has a pending technician appointment?
The Orders section.
What streaming package allows customer to choose up to 15 channels out of a predetermined list?
What is TV Choice.
How much is the modem rental cost?
Free
"My screen is really fuzzy and keeps flashing in and out!"
Picture Quality
What is the offline percentage to check for when checking for a potential outage?
What tab in Gateway do you access the troubleshooting trees?
Troubleshooting
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.
70% of subscribed speeds
GEN6298: Internet Speed Thresholds by Device
"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
What tab do you check for T4 timeouts and Interference?
What tab would you go to to locate a customer's past due balance?
Billing
What article can you use to reference information on TV/cable product?
PR138: Spectrum TV Product Details
What article can you reference for information on Internet Product?
PR131
"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
What are the 4 types of quarantines?
Registration, Abuse, Compliance, and Billing.
What section of Agent OS do you leave your notes?