TV
Standard rate for Select and Choice 15
84.99 and 49.99
GEN8607
Standard rate for 3.0 300mbps
84.99
GEN8607
Rate for bundled voice without international
19.99
GEN8607
Customers will see this on their next bill when they make a payment with a live agent.
$5 Convenience fee
GEN5244
A customer got an email that they were approved for a government program to help pay for their internet.
Affordable Connectivity Program UCM
GEN8434
Which tv package does not include local channels, therefore the only package without the broadcast surcharge?
Essentials
Gen8873
Speed of our ultra internet (upload and download)
500mbps down, 20up
PR131
Cost of adding international calling plan
$5
GEN8607
A state that we prorate services for
New York, Maine or West Virginia
GEN4269
Customer returned equipment at a UPS store two months ago but is still being billed for it. You look at the account under device management and it is still on their account.
UCM-- Billing--Equipment Research
GEN6490
What is the monthly cost of Starz?
$9
GEN8607
What are the speeds and price for SIA with wifi?
24.99 and 30x4MBPS
PR131
cost of adding voicemail
Free!
GEN8607
A customer is going to their spring/summer home and would like to suspend their services for six months.
Seasonal Hold order as long as they haven't had a seasonal hold start within the past 12 months
HOW222
A customer noticed their bill higher than normal and noticed voice charges were added two statements ago, about six weeks ago. They want this credited but it's too long ago for the 30 day money back guarantee.
UCM--Billing--OTL via 60 day dispute policy
How6642
How long does a customer have to change their TV Choice 15 channels?
30 Days
PR138
Describe the difference between internet and wifi
Internet is the service and wifi is what makes internet wireless
PR131
Name at least three areas that our unlimited long distance plan will give callers access to
HOW6134
A customer is disputing tv charges that were ordered via their Roku TV. The charges appeared only on their last bill, it's now removed and the customer would like the charges credited. How would we credit this?
Credit calc via 30 day money back guarantee
bonus points if you educate the customer on a purchase pin!
GEN2076
A customer called in wanting to temporarily disconnect because there was a hurricane in the area and won't have service for a few months.
UCM-Declared Disaster-Equipment Damaged/Lost, Suspension of Services to credit services while they are unavailable
HOW4013
Customer currently has essentials and wants to add a sports package. What would their best fit?
Choice, possibly with Sports View since we're unable to add Sports View to Essentials
GEN8873
Describe symmetrical internet
Internet speeds that are the same for upload and download speeds
GEN8061
What is a feature that sends your address and telephone number directly to emergency operators?
E911
HOW6134
A payment restriction is placed on the account how long
6 months
GEN7373
A customer accidentally paid full balance which is due in 8 days instead of past due. She would like the accidental payment refunded so that only the past due is paid on the account.
No UCM. Since bal is due in less than 10 days, we are unable to refund.
HOW3822