RDOF Lifeline Program
What is the primary requirement for a customer to receive a lifeline discount?
They must reside at a RDOF location
What month did the federal government end the ACP program?
April of 2024
What is required for customers to use Spectrum services?
Customers must accept ALL pending agreements to use Spectrum services
Which days of the week can phone services be downgraded?
Only on business days
SIA
What is the primary offer that was available to accounts affected by the ACP program ending?
ACP 12 month free mobile offer
How long does it usually take for the line separation request to be granted?
Within two business days
What must be selected before sending the customer an agreement?
Their language preference
Which two states offer a 4-day payment extension for non pay disconnections?
New York and Maine
What discount is available for lifeline customers on their internet account?
9.25
How many families were benefiting from the ACP program nationwide across all internet and mobile providers?
Over 23 million families
What is required for an individual to identify as an abuse survivor?
A customer who is swapping out equipment may not be required to accept agreements since they already did when service was set up
Which state makes exceptions to Charters normal acceptable service interruption dates?
Vermont
What discount is available for accounts in tribal areas?
$25
In SPP 3.0 what was the secondary offer that should have been made to customers affected by the ACP wind down?
$5 autopay
What does the Safe Connections Act require?
Mobile providers must allow customers who identify as an abuse survivor to submit a line separation request to separate their mobile service from the abusers account
How many sets of terms and conditions do we have at Spectrum?
5 Total: We have our standard terms and conditions as well as one set of terms and conditions for each service we offer (Voice/Internet/TV/Mobile)
Which 4 days of the year will Charter not initiate a non-pay service interruption on a customers account?
New years, Thanksgiving, Christmas, Super Bowl
What four states offer a 5.25 discount on voice in RDOF areas?
California, Oregon, Michigan and Wisconsin
What should the final offer have been for ACP wind down customers?
$10 credit for 12 months
What must an individual present in order to have a line separation request approved?
A brief description of the situation, the phone numbers involved and either a copy of a signed affidavit or a copy of a police report
Where can customers who do not have internet access go to accept the terms and conditions for their TV and/or voice service?
TV customers can accept terms and conditions via the spectrum guide world box start up, voice customers can accept agreements via their Voice Log
Which 8 days of the year will Spectrum NOT contact customers for collections?
New Years, MLK Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas, Easter