Team Goal Getters Jeopardy

Traditional Video

100

Mrs. Johnson calls in with a Channel Unavailable error impacting one of her three receivers. You are wanting to identify which of the three Spectrum Guide receivers is impacted, and Mrs. Johnson informs you that she is disabled and unable to get up to perform and physical troubleshooting steps. 

How would you be able to identify which of the three boxes is impacted? How can you assist the customer with rebooting her receiver?

We can use the Spectrum Navigator tool to send the Device Identification signal, which would bring up a number on the customer's screen to help us identify which box we are working with. We also have the option to reboot the customer's receiver remotely in the Spectrum Navigator tool. 

200

Mr. John calls to report an issue with one channel playing in Spanish on his Motorola (ODN Guide) receiver. What is the most likely cause of this issue, and how do we resolve? 

Mr. John likely has the SAP (Secondary Audio Programming) feature turned on for the impacted channel. To resolve: 

1. Press the yellow A button to access the Quick Menu.
2. Use the Down directional arrow to highlight over SAP.
3. Use the Select button to switch the setting Off.

300

https://ata.k8s.uat.desk.spctrm.net

Ordering > Change of Service 8313300110991964 Customer recently transitioned from Traditional Boxes to Xumos. The customer changed their mind, and wants to return the Xumos and reactivate the cable boxes that they have in their home (1 DVR and 2 HD receivers)

1. Properly authenticate the customer prior to placing an order. 

2. Select the Ordering tab in Agent OS. 

3. Select Change of Service. 

4. Select Next, and then select Sales by Inbound from the Order Reasons dropdown menu. 

5. Select Next to proceed to the Equipment Services tab, and the select the check boxes next to DVR Receiver, DVR Service- 1 Receiver, HD Receiver and add 2 in the quantities field. 

6. Select Next and then select Yes for Self Install Qualifiers. 

7. Select Next, select the check box next to Store Pick Up, and submit the order.

400

https://ata.k8s.uat.desk.spctrm.net

Ordering > Change of Service 8345780190000013 Customer would like to downgrade from TV Select to TV Choice, 15 channels include Animal Planet, Cartoon Network, Disney, Nickelodeon, Discovery, History, TLC, TV Land, A&E, Aspire, Bravo, Food Network, HGTV, ID, Impact.

1. Properly authenticate the customer prior to placing an order. 

2. Select the Ordering tab in Agent OS. 

3. Select Change of Service. 

4. Remove the 1Y TV Select offer, and add the 1Y Choice 15 offer. 

5. Select Next, and then select Sales by Inbound from the Order Reasons dropdown menu, and then add the 15 channels. 

6. Select Next to proceed to the Installation Services tab, select the No Truck check box, and then submit. 

500

With the July 2025 Rate event going into effect July 15th, SPP4 TV Select Signature will increase from $115 to ____ and TV Select Plus will increase from ____ to $130. 

$120

$125

Video Streaming

100

How can a customer access the Xumo settings with the Xumo remote that does not have a settings button?

Customer would access the Xumo home screen and scroll all the way to the bottom to find the Settings option.

200

What are the 3 options for a customer to order a Xumo from Spectrum? What are the benefits of renting vs. Purchasing a Xumo from Spectrum?

Customers can either purchase a Xumo Stream box for $5/month for 12 months, they can pay a $60 one-time charge on the next billing statement to own, or they can rent the Xumo for $5/month. 

Xumo Rent Versus Buying 

The benefits with renting versus purchasing would be free replacements if the Xumo or remote are ever damaged, and Spectrum also provides 24/7 technical support for the rented Xumo's as well. 

300

What is the Telescope tool used for, and what is the ACE Masquerade tool used for?

Telescope provides access to error code trends and Spectrum TV App usage history. Use Telescope to troubleshoot single customer issues (SCI), confirm home network connections, verify device information, and determine the Spectrum TV App version. 

ACE Masquerade allows representatives to mirror the customer's experience when streaming Spectrum TV App. 

400

Customer calls in with issues activating Disney + through Spectrum. What troubleshooting tree should we use to troubleshoot this issue?

Please work through the flow for the following scenario:

-Customer is subscribed to Spectrum Internet Gig and Spectrum TV Select Signature.

-Customer has a separate subscription to Disney+ that they plan on cancelling once they are able to set up the subscription through Spectrum. 

Internet > Internet Services > TV Channel Apps

500

Mr. Roberts calls in and states that he is continuously getting prompted to reset his online account password whenever he attempts to stream the Spectrum TV App outside of his home. What is the cause of this error?

• Some customers will automatically be signed out of the Spectrum TV App and messaged to reset their password the next time it is accessed out of home. 
  • This reset is prompted by unusual activity on the account. Customers who are flagged as heavy users of STVA OOH might be prompted to reset their password frequently.
• After the password is reset, customers will need to individually sign back into each device to regain out of home access. 

HOW6536 Navigating the Spectrum TV App (STVA)

Internet & WiFi

100

What issue prompts this error when attempting to order WiFi Pods, and what alternative solutions should we offer to the customer?

IPR22E-NO PODS FOR THIS DWELL LA775 04.

This error is prompted due to MDU restrictions for Pods, Coax and Fiber Multi-dwelling units (MDUs) are not eligible for Pods unless the account's SYS PRIN is 8150 1000 or 8150 1100 (Manhattan, NY).

Customers can purchase your own third party wifi extenders to use with the Spectrum equipment to boost the coverage in the problematic area(s) throughout the home. We can also offer to schedule a technician to see if there is a different location where they can relocate the modem and router that may be more central to the home, that way it can reach all areas.

200

What is the difference between the two modem issues below, and how would each be resolved?

Modem and Speed Info

Speed Type              Download               Upload

Subscribed Speed     400 Mbps               10 Mpbs

Provisioned Speed     25 Mbps                1 Mpbs

Modem Capability      2.15 Gbps             1.1 Gbps

Modem and Speed Info

Speed Type               Download              Upload

Subscribed Speed      1 Gbps                  35 Mpbs

Provisioned Speed     400 Mbps              10 Mpbs

Modem Capability      400 Mbps              10 Mpbs

The first modem is not provisioned for the correct speed. Sending a reprovision hit through Agent OS should resolve. If the issue persists, continue troubleshooting using slow speeds flow. 

The second modem is not compatible with the customer's subscription. This issue will require a modem swap. 

300

Please define device steering, also known as adaptive steering, and what are the benefits of this feature?

Device steering is the process of moving devices between frequencies. The benefits of device steering are that it allows customers to connect to the most appropriate WiFi frequency based on range, signal strength, congestion, etc. 

Device steering is often needed when a customer's device, such as a security camera, may only use the 2.4 GHz network. 

spectrum.net/support/internet/adaptive-steering

400

What options can we offer a Residential customer who is requesting a Static IP address?

Spectrum only offers Static IP for Business accounts, whereas Residential accounts have Dynamic IP addresses. If a residential customer is requesting a Static IP, we can offer to upgrade them to a Business Internet Account. Alternatively, depending on the customer's needs for a Static IP, we can also educate the customer on the Advanced WiFi feature for IP Reservations/Port Forwarding. 

HOW5466 Supporting Customers with Advanced WiFi (AW) Equipment

500

Please define Security Suite vs. Security Shield. 

Security Suite is a comprehensive security solution provided to Spectrum Internet customers at no extra cost. It helps protect devices from various online threats such as viruses, spyware, and other malicious software. 

Spectrum Security Shield is an advanced security feature included with the Spectrum Advanced WiFi service. It provides protection against online threats by monitoring internet traffic and blocking access to malicious websites.

Account Management

100

List the steps of cancelling a Non Pay Disconnect order In Agent OS. 

1. Identify the payment in Agent OS (AOS) 
2. Verify that the payment was for at least the delinquent amount was processed an hour prior. 
   • If the payment was not for at least the full delinquent amount, advise the customer of the remaining past-due balance required to reinstate service. 
   • If the payment was for the full delinquent but was not processed at least an hour prior, advise the customer that services may take up to an hour to restore.
   • If the payment for the full delinquent balance was processed more than an hour prior to the call, proceed to Step 3.
3. Cancel the NPD order.
   Cancel a NPD Order in AOS
   1. Navigate to the Ordering tab.
   2. Identify the account is in Non-Pay status.
      1. Order Status: Pending.
      2. Order Type: Disconnect.
   3. Select Cancel Order.
      1. If Cancel Order is grayed out, verify that a payment has been made to enable the cancellation of the order.
   4. For Order Reason, select Financial.

HOW3755

200

Account Holder Timothy Craig calls in for assistance with his new account. Mr.Craig informs us that he has a pending order to pick up equipment in the store, and asks if his wife is able to pick up the equipment for him. What information do we need to know in order to confirm if Mrs.Craig is able to pick up the equipment? How would we resolve?

We need to verify if Mrs.Craig is an Authorized User on the account. If she is not, we would need to Authenticate Mr.Craig and then proceed with adding Mrs.Craig as an Authorized User. 

HOW5162 Managing Authorized Users of Residential Accounts

300

Customer calls in stating that their My Spectrum App is displaying their old address' information. The customers new account has populated for you in Agent OS, and you do not see an online account is registered in CIMT. How would we resolve this issue?

Pull up the customer's old account in a separate Agent OS and complete the steps of transferring the customer's online account from the old address to the new address through CIMT. 

400

Please put the following equipment in the correct Order of Hierarchy for an L-CHTR account. 

WiFi Router, HD Receiver, Voice Service Equipment, CableCARDs, WiFi Pods, Inactive Equipment, DVR, Internet Service Equipment, Xumo Streaming Box

CableCARDs, DVR, HD Receiver, Voice Service Equipment, Internet Service Equipment, WiFi Router, WiFi Pods, Xumo Streaming Box, Inactive Equipment 

500

Name and Define two Advanced Wifi Settings that customers are able to manage through the My Spectrum App and Spectrum.net. 

Set Up Smart Device on 2.4 Ghz - Enables smartphones and tablets to seamlessly communicate with smart devices using 2.4 GHz frequency. 

Port Forwarding & IP Reservations - Assigns a consistent IP address to a device. 

DNS Server - Translates domain names into IP addresses. Allows customers to edit the domain name system (DNS) setup for their WiFi network. This feature is commonly used for blocking selected websites from a network. 

UPnP - Network protocol that allows compliant devices to automatically set up port forwarding rules for themselves. These devices can be personal computers, printers, security cameras, gaming consoles or mobile devices that communicate with each other and share data over the network. 

Security Shield - 24/7 threat monitoring and real-time reporting for the WiFi network. 

Spectrum Mobile Access Point - Gives customer's guests with Spectrum Mobile access to a separate WiFi network without sharing their private network name and password. 

Factory Reset - Process that restores a router to its original factory settings. 

Miscellaneous

100

As a part of our Customer Commitment, we should be proactively offering outage credits that exceed ___ hours. 

If technicians’ appointment is entered before 5pm and appointment is not _____, issue a credit for the number of day/s without service, on impacted services only. If entered after 5pm and appointment window is not _____, issue a day's credit on impacted services

Two, Same Day, Same or Next Day

200

Mrs. Susan Fox calls in stating that she has been away for 2 months and had placed her account on a seasonal hold. She was originally planning to return in another 2 weeks, however she will be back home today and would like to have her seasonal hold removed. How would we resolve? Please list the steps. 

We would update the seasonal end date to today. 

1. From the Billing tab, click the Seasonal Disconnect shortcut. 
2. Once dates have been selected, click Update. 
   • Customers can return from seasonal same day. Services will be restored within an hour.

HOW222 Seasonal Service Plan Overview

300

https://ata.k8s.uat.desk.spctrm.net

Ordering > Change of Service (Retention) 8203110010828312 Remove Voice LOB from account  

1. Access ordering tab in Agent OS

2. Select Change of Service

3. Select the X to the left of the Voice Selected Offer

4. Select Next, and then select the option for Sales by Inbound from the Order Reasons dropdown menu. 

5. Slect the Next option until you get to the Installation Services tab, and then select the No Truck option, and submit the order. 

400

Where can a customer view their account security code? Please list the steps on how to get to get to the security code. 

Customers are able to view their account security code on the My Spectrum App, and the spectrum.net website. On the My Spectrum App & the spectrum.net website, customers would select the More tab at the bottom of the screen (MSA) or left side of the screen (spectrum.net), then select Settings> Sign In & Security. The Security Code will display on that screen. 

500

How do we validate a service credit adjustment that is not due to an outage?

1. Review Customer Account History:

   • Confirm any previous credits that may have been issued to the customer.

2. Eligibility for Courtesy Credits:

   • Determine if the situation warrants a courtesy credit instead of service interruption credit.
   • You may issue a one-day courtesy credit if there is an issue not related to a declared outage.

3. Check Call Reason:

   • Check the call reason in Agent OS for any relevant information about the customer’s service issue.

4. Troubleshoot:

   • If an issue is not related to a verified outage or you cannot confirm the details, troubleshoot the customer's service.
   • If the issue persists after troubleshooting, proceed with credit discussions.

5. Use the Credit Calculator:

   • If the customer is eligible for a courtesy credit, utilize the Credit Calculator to apply the appropriate credit:
     • Select All Other credits for services unrelated to outage events.

6. Document Everything:

   • Ensure you note all interactions, decisions, and credits applied on the customer’s account for future reference.

7. Follow Business-as-Usual Processes:

   • If further assistance is needed, or if the credit is above the limits you can authorize, escalate to a supervisor.