Troubleshooting
Flow
Flow
Missing Channels non Xumo.
Internet Repair>Advanced Streaming>Missing Channels
These tv brands are compatible with the STVA.
Samsung; LG; Vizio
What information can we send to help customers learn self-help options?
EHHs
This tool is used to see what devices are using the Spectrum TV App.
Telescope
Remote control
UCM> Mail Out Request> Remote Control
Missing Channels Xumo
Internet Repair> Xumo>Connectivity/ STVA
Name two causes of missing channels with STVA.
The customer does not subscribe to the channel. The guide is filtered to not show the channel
Name 2 locations can we inform our customers are available to access troubleshooting tips, frequently asked questions and information about their services?
MSA and Spectrum.net
You would use this tool to look up known issues.
Verbatim
Property Damage
UCM > Billing > Damage Claim
Wifi not reaching all rooms.
Internet> Connectivity> Wifi Coverage
This Amazon product is the only product that is compatible with STVA.
Kindle Fire Tablet.
What 3 major parts are needed in your recap for it to 'count'?
state the issue, state the troubleshooting steps, and the resolution
We use this tool to check the channel lineup.
Spectrum Entitlement Tool
Down Line Non-Customer
UCM> Create Manual Issue
Down Line
Internet> Internet Services> All LOB/Down Line/ Hazard
Cloud DVR Plus allows customers to record this many hours of programming through STVA.
100 hours
Why is a recap of the call important?
summarizes the call, makes sure all issues are addressed and the cx has no questions that may lead to a callback
This tool is used to confirm a spectrum id.
CIMT
Missing Payment
UCM> Billing > Missing/Misapplied Payment
Soft Walled Garden
Internet> Connectivity> Cannot Connect > failed provisioning.
Other than a recap, what are two other best practices to include during the closing of your call?
confirm the customer’s satisfaction, and offer self-help resources.
This tool can tell you what software is in a receiver.
Spectrum Navigator (SG Repair Tool)
Hard Walled Garden
UCM>Account Management> DMCA Copyright Escalation