Billing
Can all customers who are enrolled in Ecobill and Autopay receive the $10 discount?
No. Customers who are enrolled in Autopay with a credit card will NOT qualify for the discount.
Reminder: Anyone who gets a paper bill is charged $3.95
What TV equipment types/models are X1 capable?
xg2
Xi3
You are assisting a customer who wants to renew, and notice their account is marked as mixed in cafe. Can you still assist with renewing the SMB services?
No, this customer should be transferred to the AV Team who can assist with all active services on the account.
Do not attempt to sell SMB or CBM. The entire account must be transferred to the AV Team.
Customer is in non-pay. They want to disconnect. Do you send a VDR?
No. The customer must pay the back balance prior to sending VDR. Account will automatically disconnect on non-pay date if VDR is not received.
What type of EZ case would you use to ensure your order/soa are free of issues and errors?
Pre-Scrub
What is the difference between past due and pending non-pay disconnect? Can we renew them?
Past due - 30 days or more. Anything >45 days cannot be renewed without payment being made.
Pending non-pay Disconnect - we cannot renew or send VDR until payment is made as there is already a disconnection date scheduled.
SHOW REPS WHERE TO FIND THIS IN CSG
Customer is trying to renew. They have equipment on the account that is showing as "disabled". Is a truck roll required?
No - As long as the account still has the necessary equipment linked, a truck roll is not necessary.
You are speaking with a customer, and notice their account is marked as Premier in cafe. Can you assist this customer?
If they are calling to renew- yes!
If they are calling to disconnect- no, transfer to the premier queue.
How do you handle CPNI authentication?
Try to confirm if they have access to the email address on file.
Call customer back on Comcast provision phone line.
Check for security question.
Ask customer for pin.
*CPNI is only required when customer is disconnecting the full LOB.
Your order just came back as rejected with the reason 'order cannot be processed due to pending job in biller'.
You check the biller and see that the order has been pending for over a year. How should you proceed?
Submit an 'order acceptance' ez case to request that the pending order be cancelled.
SHOW REPS WHERE TO FIND PENDING ORDERS
A customer has BI and 1 mob line with a promo price of $110/mo. If this customer disconnects internet, what would be their new total mrc for 1 mob line.
stand-alone mobility line = $64.95
equipment = $27.95
total mrc = $92.90
You are pitching the following promo to your customer: $130Data_MOB_WP_Perf_AccessPkg_2yr
What would be the additional charge for equipment on-top of the $130 promo price?
Modem = $27.95
Access Points = (2) $10.00
Total equip charges = $47.95
What is the basic account ownership period for each channel?
BAE3, BAE, CAM, OBSR, BSR, RET
BAE3 = 65 days
BAE = 49 days
CAM and OBSR = 49 days
BSR and RET= 14 days
DISCUSSION AROUND 4 DAY RULE & 14 DAY RULE
Customer signed a VDR with 30 day notice, but is calling back stating they need services to stay on for 7 additional days. What is the correct way to submit this request?
If the disconnect is already scheduled in the biller, submit through the Retention Escalations Screen (black hole).
If the disconnect is not yet scheduled in the biller, add a notation to the cafe ticket advising of the new disconnect date.
What criteria is needed for an account to qualify for CBAP?
Can not exceed two 90-day cycles within 12-month period. (SHOW AGENTS WHERE TO FIND IN CSG)
Must have BI services
Account must be in good standing - no past due balances
No Advanced Services
What are the qualifications around the BOB discount?
Must have BI standard or higher
Ipads and Watches don't qualify for BOB
Must be NEW CBM current CBM customers do not qualify.
CBM must be added within 30 days of renewal.
Must be activated within 90.
What is the fee for each equipment type?
Modem, DTA/STB/X1, Wi-fi Pro, CPro, and WC
Modem: $27.95
TV: DTA, STB, X1 = $11.95
Wi-Fi Pro: $10.00 each access point
CPro: $15.00
WC: $15.00
Your customer has requested to renew, but you see they currently have VES and BI. How should you proceed?
You can assist with these customers, however they need to migrate from VES to Mob lines.
Use the full migration drop down in bundle builder, and ensure all VES TNs (including the AA) are on the renewal order as MOB.
*If customer needs any VES features that are not included with MOB, transfer the call to AV Ret to discuss BVE*
Customer with BI only is calling in because they migrated to fiber but are still receiving bills for their SMB internet connection. You are unable to locate a move/upgrade form for the migration to fiber. How do you proceed?
Submit an EZ case for 'disconnect for account migration'.
Customer is calling in due to rate event increase. You were able to save them by offering a $30 credit for 3 months. How do you process this credit.
1.) Enter the credit directly into the biller.
SHOW REPS HOW TO DO THIS.
2.) Submit a Rate Event Discount credit EZ case.
You are assisting a customer with a renewal, and uncover that they have been charged for 3 cable boxes for the last two years, even though they only have 2 tvs. How should you proceed?
Option A - After completing the renewal, transfer the call to billing to discuss the overcharges and potential credits
Option B - Have your supervisor apply the credit.
GO OVER CREDIT JOB AID SCENARIOS WITH THE AGENTS
What LOBs, speed, and # of voice lines does each modem type support?
EMTA, BWG, CBR, CBR2
EMTA - Supports 2 - 8 lines (voice only)
BWG - Supports BI Only (up to 300)
CBR - Supports BI/BV speeds up to 1 gig with 8 lines
CBR2 - Supports BI/BV speeds up to 2 gig with 8 lines
Customer with BI and 1 mob line was excited by your CBM pitch and wants to know if they can bring their mob line over to CBM. How should you process this request?
If customer is porting BV to CBM and all lines are porting, the BI MUST be renewed or the port-out will break the customer's bundle and they will roll to EDP.
Customer recently moved their service from location A to location B. They were told service at location A would be disconnected on the first of the month, but just received another bill. How should you handle this?
If a move form is on file and was not processed correctly- go to ECM and submit a failed MOS ticket.
If a move form is on file but didn't state for services at location A to be disconnected- send VDR BAU.
If no move form on file, submit an EZ case for VDR escalation due to unlinked move.
Cx is currently showing 1234 Main St. STE 104. She tells you the real address is 1234 Main St. STE 107. What must be done BEFORE you can successfully submit this order?
- Obtain a utility bill from cx with correct address
- change address in SF so SOA is correct
- create EZ case to update address in CSG
- wait for EZ case to be resolved BEFORE submit order.
- once the EZ case is completed, confirm CSG matches SOA then submit order.