Tools
This tool is used to ensure anything that can be done on the call has been done.
What is IRIS?
Escalating to a Lead when having an issue is the correct process.
What is a Wireline port?
I can get a new phone whenever I want.
What is the Anytime Upgrade?
I show as Complete but this is a fallacy.
What is a SUP1 Confirm
When you want to "Google" something.
What is CoPilot?
If outside the United States this is considered a very bad thing to do.
I can use up to 5gb of data each month for free.
What is Mobile Hotspot for Unlimited customers.
I am "The Best" cell phone that Spectrum Mobile offers.
What is the Orbic Journey V
The tool that shows what transactions are processing.
What is NBOP?
Each customer should be provided this at least once while on the call.
What is Self-Service options/
I am the minimum iOS version required for Spectrum Mobile.
What is iOS 14.
To be Unlocked the device needs....
The device must:
The device must not:
No editing in this tool when porting.
What is Syniverse?
The AH name is misspelled but they want to merge two accounts together. Is this something that can be done
If there is a misspelling of the Account Holder's name.
I can replace a device if lost or stolen but not if the back screen was damaged.
What is SMRRP.
The customer wants a credit for 4 days of service. What amount can we provide the customer
More than 3 days - Issue a full week of credit
The tool used to see what your Adherence is.
What is the BI Report?
Taking payments, explaining the bill, and issuing credit is within our scope of support. Modify a core account's billing address is or is not acceptable. If not then where does it go?
Outside SoS - to Core Billing
I'm named for the tool that pretends to be the MSA.
What is My Spectrum App (MSA) Emulator.
Can I suspend a line?
No this goes to Mobile Billing for support.