Processes
Full Tap Chat Request Format
PID:
Mobile Acct #:
Chat ID:
Copilot:
Reason/Goal:
This offer requires...
Retention to add the S Ret MOBL code
A NEW Unlimited/Unlimited Plus line to be added within 30 days of the code being added
Free line applies for new customers first line or existing customers adding a line (credit cannot be applied to an existing line)
Internet and mobile orders placed before ___ do not qualify
10/01/22
Offer start AND end date
Started - 12/22/2022
End Date - N/A
Where to find all Mobile Offers/Promos and Eligibility
GEN8794
Where can you find out if a customer had a 1.0 account
Chronicle
True or False:
Internet speeds do not matter with this promotion
False.
Spectrum Internet (300mbps) or above is required to qualify for this order
Customers are eligible for this promotion if they are...
A new customer adding Spectrum Internet(300Mbps,Ultra or Gig) + Advanced WiFi and Spectrum Mobile
A customer who upgrades to Internet Ultra qualifies unless it is a....
Free Upgrade
What needs to be done in order to provide a customer with their account number?"
1: Fully Authenticate with the AH ONLY and must be authenticated with the security token
Steps to toggle (turn on and off) the Standalone Flag
1: Open Pandora
2: Click Spectrum Mobile Toolkit
3: Click Standalone Indicator
4: Input Spectrum Account Number
5: Click "Add Standalone" Button
True or False
Offer cannot be combined with any other discounted Mobile service offers
True!
Only exception is the add a line pricing
True or False
ACP Disqualifies customers for this offer
False
ACP can be applied without losing the free line promotion
Name the three upgrade scenarios that qualify an account for this promo
1: Core Internet upgrade to paid flagship or above
2: New Core Internet order placed with Sales for paid flagship or above
3: New Core Voice Unlimited order placed with Sales
Only when ___ , can we apply the credit and submit a UCM if the account is eligible
the auto pay date has PASSED
Process for escalating unauthenticated customers
We cannot escalate unless a customers account is fully authenticated. You must educated the customer on where to find the necessary information and advise the customer to call or chat in when they have that information. (can also revert them to their local Spectrum Store)
True or False:
New mobile customer is required to prepay for at least their first month of Spectrum Mobile
True.
Per OFR366
New Mobile customer is required to prepay for their 1st month of Spectrum Mobile and it can take up to 2 bill cycles for the discount to be reflected
True or False:
Customers are required to maintain at least Spectrum Internet (300Mbps) and Advanced WiFi to retain the mobile offer
False. Customers are NOT required to keep the Advanced WiFi, it just has to be on the original order
Bulk or Tenant accounts qualify for the promotion as long as they...
Upgrade to a PAID flagship Internet
When can an address be changed?
When the mobile account is flagged as standalone and the order was placed within the last 2 hours
What is required in a promotion rate plan UCM
Sale took place on **/**/**
Sale Agent PID#######.
Core Connection Date of **/**/**
Internet and wifi on **/**/**
Mobile Order# was placed on **/**/**.
Confirmation the plan is on Unlimited or Unlimited Plus
Confirmed & Vetted by
The last month of this promotional offer is on ___ for new Spectrum Mobile customers
Month 13
Can customers who pay $45/55 for their unlim/unlim+ lines qualify? why/why not?
No, because the same day that Spectrum One was introduced was the same day that NEW unlim/unlim+ lines would be priced at 29.99/39.99 without having any existing lines
Only available to existing customers who have not...
Which promotion(s) can be applied to Business accounts?
OFR370