Billing
What is the fee for an unreturned DVR?
GEN8607 Standard Rates and Fees.
- Equipment rates and charges tab*
How do you enter order for Spectrum Apple TV Remote?
HOW7068 SPP 3.0 Entering Orders for Apple TV and Remotes
- Apple tv remote tab*
Where do i find the requirements for account verification?
GEN4067 Account Verification & Authentication of Residential Customers
- Details Section - Expandable Steps for Verifying and /or Authenticating Residential Accounts*
Is there a place that has an index of common video repair copilot documents?
GEN8898 Technical Support Index Page
- Details area - Video Tab*
Where can i find what core checks I should be doing prior to transferring a call?
GEN6675 Scope of Support for Residential Queues
- Expandable - Core checks*
What is the standard rate for Entertainment view?
GEN8607 Standard Rates and Fees
- SPP3.0 Tab*
How do you enter a Self install equipment swap order?
HOW7068 SPP 3.0 Entering Orders for Apple TV and Remotes
- Apple tv remote tab*
GEN4067 Account Verification & Authentication of Residential Customers
- Details Section - Expandable Steps for Verifying and /or Authenticating Residential Accounts*
I would like to see the team topics from this weeks team meeting where can I find?
GEN8898 Technical Support Index Page
- Details area - Team topics expandable*
Where can i find the proper process for warm transfers or cold transfers?
GEN6675 Scope of Support for Residential Queues
- Expandable - Business Rules*
What is the standard rate for a wallfish?
GEN8607 Standard Rates and Fees
- Installation and Activation Fees tab*
HOW4411 Self-Installation Order Entry
- Activation Charge Rules tab*
Do I have to verify or authenticate to provide account balance?
GEN4067 Account Verification & Authentication of Residential Customers
- Details Section - Expandable Steps for Verifying and /or Authenticating Residential Accounts*
Where can i find a Library of equipment?
GEN6701 Internet, Router Login, Video, and Voice Technical Support Equipment Library
- Tab - Video equipment and supporting information*
What department should I transfer to for a missing/misapplied payment?
GEN6675 Scope of Support for Residential Queues
- Details area - Drop down menus - Video repair A/B - Billing - Missing/misapplied payment - Keep submit UCM ticket. *
What is the cost of a late fee?
GEN8607 Standard Rates and Fees
- Miscellaneous Fees and Charges Tab*
How to enter an outlet install order?
HOW245 Scheduling a Technician to Activate, Install, or Relocate an Additional Outlet or Equipment
- Under steps - Expandable service tab*
Customer would like to know what the rate is for their tv service. Does this require me to verify or authenticate?
Details Section - Expandable Steps for Verifying and /or Authenticating Residential Accounts
- Authentication section Expandable tab - General account information*
Where can find a phone # for a third party device manufacturer?
GEN6296 Contact Information for Third Party and Equipment Manufacturers
- Details - Type company name in search bar*
What department should I transfer to for Missing /Unreturned Equipment?
GEN6675 Scope of Support for Residential Queues
- Details area - Drop down menus - Video repair A/B - Billing - Missing /Unreturned Equipment - Keep submit UCM ticket*
What is the standard Rate for Tv Silver?
GEN8607 Standard Rates and Fees
- Spp1.0 and 2.0 tab*
How do i process a change of service? (No Truck)
HOW3279 Entering a Change of Service Order - Office Only/No Truck
- Steps - Agent OS tab*
How would I authenticate Employee IT inquiries?
GEN4067 Account Verification & Authentication of Residential Customers
- Details section - Expanadable Authenticating Employee IT inquiries/Social Engenieering *
What document can help direct us what tree to use when beginning trouble shooting?
GEN8535 Asking Probing Questions to Troubleshoot Video, Internet, and Voice Services
- Details area - Choose the line of Business -Drop down description of problem the customer is having*
Customer Would like to Remove Phone From their Open install order what department handles this?
GEN6675 Scope of Support for Residential Queues
- Details area - Drop down menus - Video repair A/B - Existing order (Open Order) - Keep Submit UCM ticket!*