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Tools
Processes
Features
Knowledge
100

This tool is used to ensure anything that can be done on the call has been done.

What is IRIS?

100

Escalating to a Lead when having an issue is the correct process.

What is a Wireline port?

100

I can get a new phone whenever I want.

What is the Anytime Upgrade?

100

I show as Complete but this is a fallacy.  

What is a SUP1 Confirm

200

When you want to "Google" something.

What is CoPilot?

200

If outside the United States this is considered a very bad thing to do.

What is a Network Reset from NBOP.
200

I can use up to 5gb of data each month for free.

What is Mobile Hotspot for Unlimited customers.

200

I am "The Best" cell phone that Spectrum Mobile offers. 

What is the Orbic Journey V

300

The tool that shows what transactions are processing.

What is NBOP?

300

Each customer should be provided this at least once while on the call.

What is Self-Service options/

300

I am the minimum iOS version required for Spectrum Mobile.

What is iOS 14.

300

To be Unlocked the device needs....


The device must: 

  • be powered on and connected to the Internet.
  • be active on the Spectrum network for at least 60 consecutive days.

The device must not:

  • be linked to a delinquent account (Mobile or Core account).
  • have a financing balance (device) or past-due balance (on Mobile account).
  • be reported lost, stolen, or linked to fraudulent activity.
400

No editing in this tool when porting.

What is Syniverse?

400

The AH name is misspelled but they want to merge two accounts together. Is this something that can be done 

If there is a misspelling of the Account Holder's name.

400

I can replace a device if lost or stolen but not if the back screen was damaged.

What is SMRRP.

400

The customer wants a credit for 4 days of service. What amount can we provide the customer

More than 3 days - Issue a full week of credit

500

The tool used to see what your Adherence is.

What is the BI Report?

500

Taking payments, explaining the bill, and issuing credit is within our scope of support. Modify a core account's billing address is or is not acceptable. If not then where does it go?

Outside SoS - to Core Billing

500

I'm named for the tool that pretends to be the MSA.

What is My Spectrum App (MSA) Emulator.

500

Can I suspend a line?

No this goes to Mobile Billing for support.