Scope of Support
The department we should refer a customer to if they are stating their internet is not working (after checking outages and NPD status).
What is Internet Repair.
These packages include Disney+ as part of their subscription.
What is Select and Select Signature?
Customers must have this in order to opt in to having In-Home WiFi.
What is a Spectrum provided modem?
Spectrum 3.0 offers 1,000 of these types of calls for free.
What is Directory Assistance (411)?
The amount of time a self-installation order and be future dated.
What is 30 days?
You should always warm transfer to these departments, regardless of wait time. (3 answers)
What is Accessibility, escalations, disconnects in error.
This is our only active package that does not include Music Choice channels.
What is TV Stream?
These features are included with any Internet subscription.
What is no data caps, free modem, free security suite, and Advanced WiFi?
Spectrum provides RDOF lifeline in these states.
What are California, Oregon, Michigan, and Wisconsin?
If equipment is not picked up for a store-pickup order, the order is fully canceled after this amount of time.
What is 14 days?
This is how we should handle calls for customers who have two internet lines and would like to remove one of them.
What is keep the call - this is something within our Scope of Support.
Allows customers to watch thousands of shows while pausing, rewinding, fast-forwarding, and even saving a program for up to 24 hours.
What is Video On Demand?
These types of accounts do not qualify for WiFi Pods.
What are multi-dwelling units?
This is how you can see if a country is included in Spectrum Voice International.
What is an asterisk (*) denoting the eligible countries when looking at spectrum.com/rates?
This reason code should be used on all Internet and Voice self-install orders.
What is SA?
This is who the customer should speak to in regards to double billing due to a delayed phone port.
Who is Home Phone Repair?
These devices support the Spectrum TV App.
What is Android, Apple TV, Roku, iPhone, Samsung Smart TV, Xbox, Xumo, Chromecast, Kindle Fire Tablet?
Customers must have this in order to take advantage of Symmetrical Internet speeds.
What is a Spectrum provided modem?
This is required for E911 to work during a power outage.
What is battery backup?
These are the steps we must take if a customer requests to cancel their shipping order more than an hour after placing it.
What is informing the customer the order is already initiated and is unable to be canceled?
The department we should refer a technician to if they are calling regarding an account with an open order and want to change the services, including removing a line of business.
What is Sales Activation?
These customers are not eligible to use standard set top boxes on any cable package.
Who are Fiber/EPON customers?
This service is limited to 30 minutes per 30 days.
What is out-of-home WiFi for non-mobile customers?
Customers do not have to have Spectrum Voice International to contact these countries.
Where are the United States, Canada, Puerto Rico, Guam, US Virgin Islands, Mexica, and American Samoa?
Three reasons a customer may not be eligible for self-installation.
Any 3 of the following:
RFoG+EPON or EPON without SONU
Ported Telephone Numbers
LEGPROVD
Multiple instances of Internet Service
Some Hawaii Military bases (flagged)
"Never" addresses
Addresses who haven't had Spectrum for more than 60 months
Past due accounts
Voice installs with an alarm system tie-in
Customers with Guide Narration
Multiple instances of voice
Standalone voice