Internet
Define what is Wi-Fi and how it works
Wi-Fi is a wireless technology used to connect computers, tablets, smartphones and other devices to the internet. Wi-Fi is the radio signal sent from a wireless router to a nearby device, which translates the signal into data you can see and use.
Mentioned the 4 internet main packages that we have available to our customer, Data plan and upload/download speed.
Data 4 - 100/10 mbps
Data 5 -200/20 mbps
Data 6 - 500/50
Data 10 - 100/100
Define Addressable vs Non Addressable work orders
An Addressable Work Order does not require a Technician to go to the home to complete the upgrade or downgrade. Examples of Addressable Work Orders are: adding/removing premium channels, modifying the channel lineup that the customer is receiving, adding/removing Service Protection Plan, upgrading or downgrading the customer’s Internet speed, downgrading/removing Video service
Non-addressable Work Orders require a Technician onsite to complete the Work Order. Examples of Non-addressable Work Orders include, but are not limited to: installing a receiver, installing a ported phone number, or installing a new outlet.
What is VPASS?
Agents must VPASS an account at the beginning of every call prior to disclosing account information. This is required for privacy and security on a customer’s account. VPASSing an account provides verification that the correct account was accessed and ensures the caller is authorized. The FCC requires that all callers VPASS prior to discussing anything about the account. Not doing so is a violation of the Privacy Act.
A customer is calling because he is paying for internet 500, he did a speed test and he is only getting 380 mbps, how would you explain this?
Several factors can contribute to slow connections. WOW! does not guarantee any speeds but uses 80% of the speed as a benchmark for troubleshooting purposes only. This benchmark applies to only a wired connection. Due to multiple factors, WOW! is only able to provide a 30% benchmark of the customer subscribed speed for wireless speeds. WOW! always recommends customers to test their connection speeds via a wired connection for best results
Define Internet Basic Troubleshooting, what would you do, Step by Step
1. Determine if this is a WOW! related issue, within WOW! scope of support.
2. Use available tools (ICOMS, Gooey, etc.) to verify the following information whenever possible instead of inquiring the customer directly.
3. Check General Modem information (power, signal, SNR, Provisioning Tab)
4. Unplug power cord from the customer router. - Wait for 20 seconds.
- Plug the power cord back into the router.
- Wait for 2-3 minutes.
- Determine if the issue is resolved.
What is Whole Home Wifi?
Mesh WiFi or Whole Home WiFi systems consist of a main router that connects directly to your modem, and a series of satellite modules, or nodes, placed around your house for full WiFi coverage. They are all part of a single wireless network and share the same SSID and password, unlike traditional WiFi routers
Give us the name or usage for the following task:
04
05
15
66
04 - Services and codes
05 - Work Orders
15 - Notes
66 - Main account
What does VPASS means?
Verify the Caller
Phone Number
Account Name
Street Address
Social Security Number
A customer called since he purchased the NFL Sunday ticket, he will be on vacation in a different state and wont have access to a TV, he want to cancel the service and get a refund, what would you do and what offers would you provide?
1. A refund cannot be place under any circumstances
2. Please educate our customer that he can used up to 2 devices at any location on the US with his YTTV subscription, meaning that, he can still enjoy NFL Sunday ticket while vacationing.
What would be the steps to follow to perform no Sync Troubleshooting?
1. Determine if the modem has power.
2. Determine if there was recent construction, such as landscaping or fencing in or around the property
3. Verify connections are seated properly
4. Unplug the power cord from the modem.
5. Determine if the customer is using a backup battery.
6. Plug the power cord back into the modem.
7. Wait 1-2 minutes before checking for sync in
8. Reinsert the backup battery, if removed. 9. Determine if the modem has sync.
10. Determine if the customer equipment was moved.
11. Determine if the cable line is connected through a surge protector, or any other equipment
12. Determine if the modem has sync
What are the most common error that we can face on WOW TV?
Let us know how to solve at least 3 of the one you mentioned
This Device is Not Registered
User Blacklisted
721
XXX001, PBA701, PBA702, PBA703
XXX002
XXX102, PBA711, PBA714
XXX103
XXX106
PBA400, PBA721, PBA725
XXX401
XXX402
XXX403
XXX406
XXX407/408
XXX999,
PBA999
Give us the name or usage for the following task:
23
36
37
38
23 - Phone Features
36 - Cable services
37 - Internet Services
38 - Phone services
What is TCPA?
WOW! uses an automated dialer to notify customers of past due balances and to remind customers of upcoming appointments. The Telephone Consumer Protection Act (TCPA) restricts telephone solicitations and the use of an automated dialer to contact customers without explicit consent as outlined in the ★ Ebill, TN, and Email Collection Process. Agents must ask the customer if they agree to be contacted on the phone numbers listed on the account using the ★ Gooey Usage process
What would be the main usage you will have with Cable Medic?
Cable Medic is a web-based application used to verify if the customer’s cable modem is connecting (syncing) to the network. Cable Medic can be accessed through 🔧 OneLogin. It can also be accessed from the ★ Gooroo Toolbox. Cable Medic allows the Agent to reboot the modem, check the modem model and MAC address, the package the customer is subscribed to, the Internet speed the customer is subscribed to, and Ultra firmware version.
Your customer is calling due to slow speed on her devices, what would you do?
1. Open a web browser.
2. Enter “wowway.speedtestcustom.com” in the address bar.
3. Press the “Enter” key.
4. Use the ★ Slow Internet Troubleshooting Guidelines article to determine if the customer is experiencing slow Internet speeds.
-Determine if the customer is using wireless connections or Ethernet connections.
b.1 Clear the browsing history, cache, and cookies.
b.2 Reboot the computer.
- Missing Activation Email
- Basic Troubleshooting
- Educating customer on how to contact YouTube support in case if need it
What is Manual Balancing and when is used?
Manual balancing is necessary in ICOMS when the system does not recognize which occurrences have equipment and how to provision that equipment. To resolve this issue, Agents must manually balance. Manual balancing can be performed on Internet or Cable services for the customer on any ICOMS Work Order. Balancing can only be performed on an open Work Order
What is E-911?
WOW! provides E911 on all Phone services. This service connects a caller to a PSAP (Public Safety Answering Point), which is the physical location that takes 911 calls. E911 provides a data stream with the call that provides the name and address of the caller, allowing the dispatcher to respond faster. The basic 911 service connects the caller to the PSAP, but may not provide any information about the caller.
When would you advice a customer to contact their manufacture?
Once all the troubleshoot provided by the ICT or Gooro has been provided and only if we are handling customer own equipment.
What would be the speed supported for a 3.0 and 3.1 modem?
A 3.0 modem will support
Data 4, Data 5 and Data 6
A 3.1 modem will support
Data 10 and Date 12
A customer is calling, because he has a black screen on his TV. He has a DVR Receiver, Explain
The troubleshooting process.
Basic Video Troubleshooting.
Walk us on how to create a Trouble call
Please Refer to the Trouble Call Process article on Goroo
What is CPNI?
Customer Proprietary Network Information (CPNI) is a regulation from the FCC governing the information WOW! can disclose to its customers and how that information can be disclosed. Phone providers must protect CPNI confidentiality as an additional security measure, and for WOW! Phone customers this includes information that relates to Call Detail Records
When and how would you pitch a survey?
Give your survey speech!
We have to mentioned about the survey on every call, remember to educate the customer that they may received a survey on the following 24 hrs. (via email) to rate their satisfaction (about your service) not the company.