Voice
How much is Spectrum SPP 4 voice at full price? (bundled)
25$
Which speed tier is our highest? What are the upload and download speeds of that tier?
What is the most common, most effective, and first course of action when handling an escalated customer? Consider all 9 scenarios
De-escalation
How many different mobile plans do we offer currently? What are their names?
3, BTG, Unlimited, and Unlimited Plus
Which add ons are unavailable for Basic TV. Use Copilot to find this answer.
Cloud DVR, and Disney+
What is the cost of a battery backup?
Approximately how much talk time does it provide? Standby time?
60$
5 Hours
8-24 Hours
How many instances of internet can a residential Single Family Unit customer have per account?
6
What is the last verification method a customer can preform BEFORE being sent to a store?
Are there any restrictions when placing an order for the Revvl 7 5G?
This device is a T-Mobile exclusive and cannot be sold by Spectrum employees.
What is the maximum amount of xumo's i can have for the following account types?
Single Play TV Only:
Single Play Internet Only:
TV - ineligible
Internet - 25
What are 2 countries customers who are subscribed to Spectrum voice international can call with no additional charges?
What is the subscribed internet speed tier when a customer is on seasonal suspend?
1x3 mbps
Explain the steps for validating a credit request for a downgrade/disconnect not completed on time? Name at least 3.
-verify notes/auto call summary
-verify equipment
-verify the customer is within 60 day dispute window
True or False: I am an unlimited plus customer and i just exceeded my monthly data cap. My Speeds will be reduced to 256 kbps up/down.
False: Reduced to 1 Mbps download and 512 Kbps upload.
I received my xumo box with the first 6 months free. I am now calling in on the last day of the promotion and want to purchase it. How much do i pay? Why?
a) 40$
b) 60$
c) 30$
a) 40$
- countdown of days starts whenever the device is added to the account regardless of promotion.
Which states qualify for the Lifeline Program?
California and New York as well as RDOF areas in the following states: California (CA), Oregon (OR), Michigan (MI), and Wisconsin (WI).
Name 3 advantages of coax in relation to fiber.
-Ease of installation
-Lower maintenance costs
-Ease of repair
-Wider availability in more markets
-Much more durable and resistant to environmental conditions
-Flexibility in installation options and access points
-allows for digital vs ip based tv subscription. (ie traditional cable programming vs streaming)
When should you provide a leader's name and/or phone number for these common 3 scenarios?
- escalated calls/concerns
- requests to leave a survey
- positive feedback or compliments
Never to be provided to a customer under any circumstance.
How much is the APR for the iPhone 15? iPhone 16e?
0%, we do not charge APR for any of our spectrum mobile devices.
If a customer lost 2 HD Receivers, 1 DVR Receiver, 3 Cable Cards, and 2 Wifi Pods, how much would the customer owe us in total?
hd boxes - 120
dvr box - 60
cable cards - 0
wifi pods - 138
Total: 318$
When would you not be able to use the E911 Feature? Give 2 reasons.
My home is 3,200 sq ft, 2 stories, i have 4 tvs, coam internet system set up on the first level in a central location, work from home and enjoy gaming with my family. 4 adults in the household. Based on my current set up, how many spectrum wifi pods can i have within my home?
0, coam customer's are not eligible
How much is the customer solutions offer for a voice line being placed on seasonal in an area with a declared disaster? Which "type" do you select when processing the ticket? How long should the customer wait for resolution while the ticket is being processed? When do we call the customer in regards to their request?
2.50$
Suspension of services
5-7 business days
if no email or email is invalid
How much will i pay with Global Day Pass in Australia if i make a 10 minute call?
Free
I am currently subscribed to Tv Select Signature with Sports View and Entertainment View. I am heading out of town for 2 weeks and the Airbnb where i am staying has only Amazon Fire sticks with Amazon Fire Tvs on property. What are some of my viewing options? Name at least 2
-bring a xumo (or any compatible streaming device)
-spectrum tv.com
-access individual network apps you are subscribed to