Random Randall
IF a customer bill lists 'Premium movie' under One Time Charges, what does that mean?
PR727
Premium Movie is the discreet way to list Adult Movie rentals on statements.
I am having internet issues. I have tried resetting the modem and router and still no dice. Can you help me?
GEN6675
Transfer to Internet Repair
Name 3 channels listed in the Sports View
PR138 (Spectrum TV Product Details)
Big Ten Network (BTN)
ESPN College Extra
ESPN News
Golf Channel
MAV TV (Motorsports Network)
MLB StrikeZone
NBA TV
NFL Network
NFL RedZone
NHL Network
Olympic Channel
Outdoor Channel
Tennis Channel
Cx has tv select and only uses/wants local channels, can we downgrade and how?
Of Course! We will submit an Offline UCM ticket to downgrade to Spectrum basic within the next 48 hours. ** Cx WILL loose all current promos on act.
What speeds of internet do we offer?
SIA: 30mbps download X 4 Upload
Internet 100: 100mbps download X 5 Upload
Standard: Up to 200mbps download X 10 Upload
Ultra: Up to 400mbps download X 20 Upload
Gig: 1000mbps download X 35 Upload
PR131 (Spectrum Internet Product Details and GEN8606 SPP 3.0 Landing Page)
I currently have standard internet. Can I get a promotion for adding Select?
Please answer yes/no. Also provide the promotional price if applicable and the Co-Pilot article.
SPP 3.0
No, You would get a promotion for the added line of business however the Internet cost would remain.
SPP8638 SPP 3.0 Residential Sales Offer Index
SPP 2.0/ East Coast
Gen 2326
Yes. $89.98* (44.99 Spectrum TV Select + $44.99 Spectrum Internet)
*Wi-Fi not included
I already have my services set up, I just need the Contract Buyout information sent to me. Can you help me? If you can, how?
GEN6675 (Scope of Support)
Yes! You can help.
PR580 (Contract Buyout)
Send EHH160 the customer!
cust has Essentials can they add anything to it and if so what?
PR727
cx CAN add all premium channels, Cdvr, Apple tv.
What is required for CXs to go boxless?
Gen3927
Cx Have to be in 3.0 coding and be able to use the Spectrum Tv App.
Devices: Samsung brand tv, Apple tv box, Google Chromecast, Roku, Xbox.
How much is WiFi and can customers avoid paying for it?
$5 for the service. (Router Rental)
Free for Gig!
Customers can avoid it by purchasing and using their own router, BUT, we do advise using Spectrum equipment so that we can assist better if service issues occur.
GEN3384 (Standard Rate Chart for SPP and SPP 2.0)
A Cx started services with us on 7/1 but closed their act on 7/5. They called to make sure their bill gets waived on 7/15 stating they will return the equipment to an SPP store when they get back from vacation in August. How can we help them?
GEN2073- 30- Day Money Back Guarantee
The best help we can give this cx is Information!
We would explain that we can in fact apply the 30-day money back guarantee we offer to their act after the equip has been returned. As long as the equip is returned by 7/30 and the cx calls us back to apply the guarantee before 8/14 we can get it all taken care of.
I would like to downgrade my internet and remove TV Essentials. Can you help me?
GEN6675 (Scope of Support)
Warm Transfer to Account Specialist. (Retention)
Name 5 popular channels in the Entertainment View.
PR727
Explore the list in your Free Time, Its Great!
What types of Cloud DVR do we have and what do they cost?
PR729- Overview, Eligibility, Requirements
Cloud DVR (choice and Essential) 4.99
Cloud DVR Plus (select and above) 9.99
I want to upgrade from Internet Ultra to Internet Gig. How much will it cost me to activate the service?
*The customer's modem DOES meet Gig requirements.
$0.00!
Customer's that do not need an equipment swap are not charged an activation fee for the upgrade to Gig!
PR131 (Spectrum Internet Product Details)
If they need a new modem it will be $24.99 to activate the new equipment.
There is a payment restriction on my account, apparently I can't pay with my bank account. How long is this going to last?
HOW3822
Restrictions are automatically removed after 6 months.
Cx called in surprised they dont have the acp credit on their current bill and they dont know why. what do we do?
Gen8434
We will look at the act notes for the ACP deactivation notice and check the act Alerts to see if they are preapproved flagged. If they are, we can resubmit the ticket for them. If they aren't we would give them the info to resubmit the application with NLAD.
I have the Choice package and would like to add the Sports View. Can I do this?
Please answer yes/no and if no, why?
SPP 3.0
Yes you can do this.
PR727 Spectrum Product Details 3.0
If I go from TV Choice to TV Select, can I get a promotion on my services?
SPP 3.0
Yes!
GEN8638 Residential Sales Offer Index
SPP 2.0
Yes!
OFR190 (Upgrade Offer: Spectrum TV Essentials, Stream, and TV Choice Upgrade to TV Select)
I currently have TV Select and would like to add Internet. Can I get a promotion on my TV for adding Internet?
SPP 3.0
No. The customer would receive a promotion on their line of business that they were adding.
GEN8638 Residential Sales Offer Index
SPP 2.0
No.
The customer can receive a promotion on the Internet when they add it but not on TV.
GEN2326 (Residential Sales Offer Index)
Although I am not listed on my mother's account, I do have Power of Attorney (POA) of all of her accounts. I just need to know the balance. Can you help me? If not, who can?
Yes. General callers can make payments and be provided with the minimum and total amount due to facilitate payments.
GEN4067 (Account Verification & Authentication for Residential Customer Accounts)
I received an email thanking me for signing up for Voice ID but I never authorized this. Can you help me?
HOW6529 (Authenticating Callers with Voice ID)
What Seasonal Sports Packages do we offer?
PR427; also includes HOW to add them!
University of HI Football seasonal sports package
MLB Extra Innings
NHL Center Ice
NBA League Pass
How much is an Apple tv box thru us full price and with EIP payment plan And where can you go for self-help with ordering it?
Full price - 150$
EIP payments - 15 monthly payments at 10$ ea.
Agents can go to Agent resources for walk thru video help and
COCO; How7068 -SPP 3.0 Entering Orders for Apple TV and Remotes, GEN8093 - Apple TV Index
I would like to downgrade to Spectrum Internet Assist from Standard. Can I do this?
No.
The account can not currently have or have had Spectrum Internet service in the last 30 days.
It is also only available to specific customers. (GEN6633 Spectrum Internet Assist (SIA) Eligibility)