Internet
What are Symmetrical Speeds?
When the upload and download speeds are the same.
How much does it cost to upgrade from TV Select to TV Select Plus?
+$5/month or free for 24 months, then +$5/month with TV Select with Sportsview
Can customers use their own modem for Spectrum Voice services?
Customers may not use their own modem.
$5/month per device
Name each step of the Call Flow (in order)
1. Greeting (First 30)
2. Discovery
3. Resolution and gameplan
4. Recap and close
What internet would you recommend for a household of 3-4 people who stream and game on multiple devices?
Internet Ultra (500 Mbps)
What TV Packages offer Disney+ for free?
TV Select, TV Select Plus, TV Select Signature
How many independent lines can a residential customer have?
Up to 2 lines
True or false: An Authorized User can add Spectrum Mobile to an account.
True
How much is Self-Installation? What about Professional Install?
Self-Installation: $30
Professional Install: $65
How many emails can an Internet account have connected, and with how many GBs of storage?
5 emails, 5 GB storage capacity
How much is Entertainment View Plus? What 2 packages are included in it?
+$25/month, includes Entertainment View + Max
How much is the battery backup? When should you offer it?
The battery backup is $60 and must be offered with every voice offer to comply with FCC re
How much is By the Gig? How much is each additional GB?
$19.99/month, +$5/month for each additional GB
In Agent OS, where can you send the customer Email Helpful Hints?
Under the "Relevant Knowledge" section
What is bandwidth?
Bandwidth is the total volume of data that can be sent to a customer. The higher the bandwidth, the faster the data can be received.
Where can you view the Channel Lineup for the different TV Packages?
spectrum.com (Specifically: spectrum.com/cable-tv/channel-lineup) also: customers can view their specific lineup at spectrum.net/channels
Customers who add Spectrum Voice International (SVI) to their calling plan can enjoy unlimited calling to how many countries?
70 countries
How much does it cost to add smartwatch access to a Mobile plan?
$10/month
What is the minimum and maximum timeframe for Seasonal Suspend?
Minimum - 2 months (Leads may override)
Maximum - 9 months
How many instances of Spectrum Internet (300 Mbps) are allowed at a residential single family unit? Are there any exceptions allowed to this number?
6 instances, exceptions are allowed - request assistance from a Lead or Above.
List the 3 ways a customer can pay for the Xumo Box.
- Service Fee Model ($5/month)
- Purchase Fee Model EIP ($5/month x 12 months)
- Purchase Fee Model PIF ($60 one-time)
When will E911 not operate?
- During a power outage without a battery backup
- If the cable network is disrupted
- If the customer's service is hard-disconnected
- If the customer moves their cable modem to a different address, without setting up an appointment to have it professionally moved
Describe Anytime Upgrade.
Anytime Upgrade is a benefit offered exclusively to Unlimited Plus customers at no additional cost and makes it simple for them to upgrade anytime, allowing them to always have the latest phone. It is limited to phones, with tablets and smartwatches coming later, and has no limit to the number of times a customer may use it.
What are 3 things that should never be provided to a customer?
- Telephone Number
-Authentication Level Information
- Date of Birth
- PIN
- Spectrum Account Number
- Service Address
- Security Code
- Email Address
- IMEI
- Payment Details
- IP Address
- Spectrum.net Username or Password