Tools
What tool do we use to find information about Spectrum packages, prices, billing, orders, troubleshooting processes and general account information?
Agent OS
How many tuners does a Spectrum 210 DVR receiver have? (Any make)
4 Tuners
GEN6701 Internet, Router Login, Video, and Voice Technical Support Equipment Library
My Cable box wont power on!
What is the fee for swapping my HD receiver for another HD receiver?
We don't charge for Like for Like swaps!
GEN8607 Standard Rates and Fees
Which troubleshooting tree can I use for purchase pin reset?
Customer education
What is the full name of your facilitator and how many years has he been working for Spectrum?
Gonzalo Renteria | 13 Years
My cable is not working!
What tool can you use to check if a piece of equipment is connected or has signal?
Scope
When in a reboot process for an ODN box, what does "L3" mean in the front display of the receiver?
L3 - ODN reading Profile catalog/verifying disk cached catalogs.
Loading Catalog
HOW6400 Supporting All Guide Types: Spectrum Guide, ODN/MDN, i-Guide, Passport, and SARA
My Kids love Mickey Mouse, Which packages have access to Disney+?
GEN8873 Spectrum TV Product Details
Customers with TV Select, including TV Select Signature and TV Select Plus, will be able to access the ad-supported Basic tier of Disney+ at no additional charge.
What are some examples of self-help we can offer the customer?
My spectrum App, send EHH, Tech Tracker and Spectrum.net
GEN8291 Promoting Customer Self-Service
What is the name of our VP?
Rolando Rincon
What is the name of our own Search Engine?
Copilot
How would you help a non-customer who has a down line from Spectrum in their area?
For non-customers, create a manual UCM ticket, MustDo: Hazardous/Safety Situation ETD.
HOW845 Understanding and Handling Drop Bury, Pre Bury, Cut Drops, and Winter Bury
I want to order the Canelo fight and watch it on my XUMO device, Can you walk me through on how to order it?
HOW6616 Supporting Pay-Per-View (PPV)
Xumo Stream Box does not support Pay-Per-View.
I'm a little short on cash right now! I can pay my bill next week.
After how many days of being past due will customers get the account soft-disconnected?
50 days
GEN7242 Dunning, Billing, and Collections/Non-Pay Standardization Timelines
Name 6 main metrics of your scorecard.
AHT: Handle time
FCR: First Call Resolution
SAM: Sentiment Analyzer
Transfers
Attendance
TRP: Truck Roll Prevention
What tools can I use to see which packages have ESPN 2 channel?
SET, Copilot and Agent OS ( Channel line up & Packages)
Customer is past due 40 days and is unable to order VOD content. How can I fix this issue? Which ts tree can I use?
VIDEO - Feature - PPV-VOD.
PPV/VOD orders are restricted on day 40.
GEN7242 Dunning, Billing, and Collections/Non-Pay Standardization Timelines
I got my equipment 10 days ago, but I haven't installed it yet. When will my billing cycle start?
Billing for home ship and store pick-up, begins when at least one piece of equipment is active on our network, OR 8 days from the ship date, whichever comes first.
GEN8177 Self-Installation Overview
If I were to mail out my payment, How long would it take for the check to be received and processed?
Payment by Mail
HOW6136 Processing Payments and Payments Overview
What are the 4 Keys to Success?
Bronze, Silver, Gold and Distinction Award.
I want to stop receiving calls about service notifications from Spectrum!
I just want text messages!
Contact Preferences
I want to change my billing cycle!
Transfer to billing!
GEN6675 Scope of Support for Residential Queues
I placed my order for new service 15 days ago, can I pick up the equipment at the store?
HOW4411 Self-Installation Order Entry
Customer is requesting a technician to bury a red cable line, What would be the correct process to follow in order to resolve this customer request?
GEN2896 'Call Before You Dig' Hotline
Red cable is for Electric lines
What are the names of our 3 video repair managers?
Eva Trujillo, Omar Ramirez and James Colley.