Consent Capture
The sales channel that a Spectrum mobile customer used that provided the link for the customer to electronically sign these agreements
What is inbound sales
Must be OFF to activate a LG Stylo 5
What is WiFi
Must be conducted to determine if the MDN is eligible to be ported to Spectrum Mobile
A Porting Eligibility Check
Check in with the customer on hold every BLANK minutes
2 Minutes
The documents Spectrum Mobile customers need to sign will differ based on (blank)
Their Mobile Order
Can create, transfer, and manage Spectrum identities and email addresses
What is CIMT (Charter Identity Management Tool)
If the iOS version and Carrier Bundle are correct performing a (BLANK) and restarting the device may resolve the problem
Reset All Settings
When there are no telephone numbers available in the customer's billing zip code
What is a No NPA/NXX Found for Input
If the ICCID field displays this during a watch activation this means the activation is not complete
What is N/A
TRUE OR FALSE:The customer will receive a notification based on the delivery method selected which will contain the documents to sign
What is FALSE
Authorized Users have the same privileges regarding account management EXPECT this
What is changes to Primary Spectrum ID
Customer must do this to update the software on their Apple device
What is connect to WiFi
To leave Spectrum Mobile customer will need to provide their new service provider with this
What is Mobile Account Number, MDN, Zip Code and Security Code
This is required in the password/PIN field if the security code was NOT modified by the customer on the port-out request
What is blank
The link used to update the email or phone number when incorrect or not preferred contact
What is Update Spectrum Mobile Account Details
You cannot begin or end a username with this
What is a symbol
Access Point Name required when doing this
What is escalate the ticket to MAC supervisor
This is a common error for smaller carriers that will take longer to respond to a port out request because they have a more manual process to approve/deny port requests
What is Port Complexity or Unspecified Error (6P)
Customer states there is an extra line of service on their account that they did not request or activate, and it needs to be cancelled.
What is Line Cancellation Scenario
Click this when customer prefers NOT to begin receiving their account notifications by email and SMS
What is Disable SMS account alerts
This is not an option available to customers on Spectrum.net or representatives within CIMT
What is changing the username
Steps to take if the customer is not immediately prompted to download the new carrier
Settings > General > About > Carrier and Tap # 35.0 to download Carrier Bundle 35.1.
Once a ___ is cancelled, you must wait 24 hours to resubmit a port using the same MDN
Port
Term used when a customer calls with 2 active line he wants to move the number on his iPhone 11 to his iPhone 8 that has a different phone number
What is MDN move