Internet/Phone Repair
True or False: Beginning Thursday, June 29, 2023, and continuing through Wednesday, July 12, 2023, in a phased approach, a new feature will be added to our website to enable customers to test the speed to their routers, both AW routers and non AW routers, and the speed the router is delivering to their devices.
False: Beginning Thursday, June 29, 2023, and continuing through Wednesday, July 12, 2023, in a phased approach, a new feature will be added to our website to enable customers with Advanced WiFi (AW) to test the speed to their AW router and the speed the router is delivering to their devices. The new speed test is also available to Internet customers who do not have an AW router but will only measure the speeds to their modem.
Name 3 Cable Packages offered in our 3.0.
Tv Select, Mi Plan Latino, Cinemax, Entertainment View, Filipino View, HBO, Japanese View, Latino View, MGM+, Starz, Starz Encore, Showtime, Basic, Choice, Sports View, TMC PR727
Fill in the blank: An account enters Soft Disconnect status when the account reaches ____ days delinquent.
50
Which department creates the work order for customers requesting to transfer services to a new address?
Sales GEN8429
Which tool were agents recently given access to that helps with Email issues?
Jenkins, info on HOW6139
What are the Upload Speeds that correspond with the following Download Speeds: 30Mbps, 100Mbps, 300Mbps, 500Mbps, 1Gbps.
4Mbps, 10Mbps, 10Mbps, 20Mbps, 35Mbps (Can be found on Agent OS by hovering over Internet on Dashboard Tab, Account Section)
Name one of the programs that recently became available On Demand between June 27th- July 7th.
Are You There God? It's Me, Margaret, Big George Foreman, Hypnotic, Renfield, Love Again, Sheroes, Dead Man’s Hand, The Blackening
What is the name of the program offered to qualifying households that provides up to $30 per month toward internet service, or of up to $75 for households on Tribal lands?
Affordable Connectivity Program (ACP)
Keep or Transfer? Resolution? Technician Damage Claim
Keep, Submit UCM ticket GEN8429
Which tool is used to assist customers with managing voice features?
CoBrowse, info on HOW6134
Which type of modem has internet, wifi, and voice capabilities?
AWG eMTA
What are the steps to programming a SG Remote to a SG brand cable box?
Confirm the box and TV are powered on.
Be sure that your remote has a clear line of sight to the front of your receiver.
Simultaneously press and hold MENU and 2 on your remote until INPUT button LED blinks twice.
If no change, simultaneously press and hold MENU and 3 on your remote until INPUT button LED blinks twice. (steps available in Remote Emulator tool)
Fill in the blank: The Billing tab has been removed from AOS, and has been replaced by the new ___ ___ tab.
Billing Beta
Keep or Transfer: Add Apple TV to Existing Account
Keep. Steps on HOW7068
Fill in the blank: A _____ key is a physical device temporarily inserted into a computer's USB port to complete Multi-Factor Authentication (MFA), required by certain applications including SharePoint and Microsoft 365.
FIDO (Fast Identity Online)
Name 5 Calling Features
Voicemail, Block Anonymous Calls, Block Unwanted Callers, Call Waiting, VIP Ring, Accept Selected Callers, Speed Dial, Distinctive Ring, Do Not Disturb, Simultaneous Ring, Set Backup Phone, Forward Selected Calls, Forward All Calls, Forward Calls When Busy, Forward Calls When No Answer. PR139
What is the order of Hierarchy for C.C account with the following equipment: Internet Service Equipment (Modem), Cable Card, Wifi Router, DVR, DTA
Cable Card
DVR
DTA
Internet Service Equipment (Modem)
Wifi Router
HOW6908
What is the minimum and maximum time frame that a customer can request to have there services placed into a seasonal service plan?
two to nine months GEN2059
Which department reactivates services that were removed due to non pay, for customers who are enrolled in the ACP Program?
Sales. Cable/Voice services are removed from ACP accounts at 76 days of delinquency, and would need to be re-added through Sales. GEN8501
What is the ACE Masquerade tool used for?
Allows representatives to mirror the customer's experience when streaming our TV app. HOW5833
To the best of your knowledge, what are the steps to set up a PHV order for customers requesting a new outlet to be installed to relocate an existing modem?
Click on Select Order Workflow Icon. Select the appropriate order flow: Change of Service. Click Launch. On the Services screen, select Available Services tab. Select the S Chgsvtkvid for customers with Video Services or Schsvtknovid for customers without Video Services in the Installation/Misc box and check it. Click Add. Go back to the Search field and type S relo or S inst, then click Search. In the Installation/Misc box, check the S Relo Outlt code for a modem move or S Instaochrg for an additional outlet to be installed. Skip Account Details by clicking Next. Skip Provisioning Details by clicking Next. Fill in the fields on the Order Details screen (Reason Code SA or YT for Sales by Inbound). Click Next. On Job Details screen, paste the note into the Job Comments field. Click Finish. HOW245
What are the 8 products included in the Receiver Self- Installation Kit?
Instructions, Receiver, Power Cord, Remote, Batteries, Coax Cables, HDMI Cable, Coax Splitter
Create a Sentiment Friendly ARM response for the following customer scenario: "My services were cancelled in the middle of June but I still got billed for the full month. I want to know why!"
A - "I can definitely understand your concerns about unexpected charges. I'm happy to walk through your monthly statements and answer any questions about charges or service dates."
R - "I can see that your services were cancelled on June 15th in the middle of your billing cycle. Spectrum is a monthly subscription company and customers are billed through the end of the service period."
M - "Is there anything else I can help you with today?"
GEN7416
Which Department resolves ETD tickets? Name 3 instances that would require an ETD ticket to be submitted.
Local dispatch/field operations team.
Charter Caused Interruption/All Srvs Out
Quota Not Available within SLA (Trouble Call Only)
Quota Not Available within SLA (Positive Work Order)
Customer Missed Appointment
Drop Bury
TC Cancelled or Rescheduled, not Initiated by Customer
Tech Missed Appointment
Work Not Complete
Hazardous
Medical
No Dial Tone – No Other Phone Alternative
What steps would a customer take to set up a Port Assignment through the MSA?
Services tab>Advanced Wifi Settings>Port Forwarding & IP Reservation>Select which device you want to set up the Port Assignment for from the list of connected devices>Turn on toggle bar for 'Reserve IP Address'> Add Port Assignment. GEN8932