VPASS
What actions are NOT allowed if a customer cannot VPASS?
Discuss account details
What is an ISP?
Internet Service Provider
Task 57
When is a customer’s bill due after the cycle day?
The bill is due 20 days from the cycle day, including the cycle day.
Why can’t agents assist with configuring advanced router port settings?
Because it is outside WOW! scope of support.
What does VPASS stand for and what information is required?
Give one southern state that WOW services
Florida
Alabama
Georgia
What is the task screen number for Customer Equipment?
Task 06
What happens on Day 1 of the billing cycle?
On Day 1, the bill is issued, data is sent to update billing systems, and the Explain My Bill link is generated.
Why is it important to ask for another contact number before resetting a modem?
Because modem resets can interrupt VoIP calls, potentially disconnecting the customer.
What actions are NOT allowed if a customer cannot VPASS?
Make changes to the account
What is the name of WOW's dog?
WOWzer
What is the task screen number for Customer Comment?
Task 15
What happens on Day 44 in the non-pay timeline?
The account becomes soft disconnected, and a Non-Pay Work Order is generated.
What should an agent do if the modem works but the internet fails when using a router?
The agent should refer the customer to the router manufacturer, as the router is likely the issue.
What should an agent do if a customer refuses to VPASS?
If a customer refuses to VPASS, the agent should still attempt to assist within guidelines. If the customer requests escalation, the agent must contact a floor supervisor and should not transfer to the escalation
How does WiFi signal travel?
WiFi travels through Radio Frequency (RF)
What is the task screen number for Work Order History?
Task 05
What happens at Day 100 in the non-pay process?
The account enters Hard Disconnect Status
What should you do if a modem has no power light?
check the power connections and the outlet before taking further action.
When is manual VPASS required?
Who is the most handsome LS in the whole wide world?
Yours Truly!
What is the task screen number for Customer Package?
Task 04
What occurs when an account reaches 120 days past due?
The account is referred to an Outside Collection Agency (OCA) for collection efforts.
When is it appropriate to send a modem hit during troubleshooting?
Only when it is a required step during the troubleshooting process, not as a default or first action.