SPP. PRICING AND PACKAGING
ViX is included with the following packages?
What is:
(Can name any of these packages)
GEN8873 Spectrum TV Product Details
What ticket do we submit for a customer who states their name is misspelled?
What is "Misspelled Name"
GEN6490 Unified Case Management (UCM): Overview
A solution to wireless network dead zones within a house or building.
What is a WIFI Pod
PR131 Spectrum Internet Product Details
Credits issued when a circumstance is not verified but given to maintain a good customer experience or relationship
What is Courtesy Credits
GEN2706 Credits and Adjustments Guidelines
The customer must agree to these when they sign up for any service with Spectrum.
What is
Terms and Conditions
HOW5133 Collecting Agreements from Customers
Can I mix Legacy services with SPP4?
What is yes, customers can mix SPP1, SPP2, SPP3, and SPP4 services.
Sandra Bullock made a payment but it was posted to Angelina Jolie's account. What ticket do we submit to move the payment to the correct account?
What is Missing or Misapplied Payment
HOW3822 UCM Billing Processes: Payments, Credits, and Refunds
Customer must return unopened ______ devices within 14 days of the date shipped to be eligible for a refund
What is Apple TV device
HOW4624 Handling Apple TV Returns & Refund Inquiries
Credit to compensate for an Early Termination Fee from a previous provider.
What is Contract Buyout
GEN2706 Credits and Adjustments Guidelines
In addition to exceeding performance metrics goals, representatives must meet all of the following to achieve a qualifying month for Level Up
What is
GEN8861 Level UP! Career Progression Program
Seasonal Pricing:
Video with Broadcast fee?
Internet Seasonal Plus?
What is $20 Video with Broadcast fee and $30 Internet Seasonal Plus
GEN9073 SPP4 Landing Page
Customer Scenario:
Morgan Freeman called in to dispute his account going to collection. He is being billed for 4/29 bill cycle. What UCM do we submit?
1. The account is in a charge-off status
2. All equipment returned 4/28/24 to Spectrum store.
3. Account hard disconnected 6/15/24
What is Write off Update or Dispute Request
HOW3822 UCM Billing Processes: Payments, Credits, and Refunds
Spectrum PPV is only available on what type of devices?
What is Spectrum provided digital video recorders (DVRs) and digital receivers.
HOW6616 Supporting Pay-Per-View (PPV)
This adjustment is used to credit a PPV, VOD or a sports event/package that is being disputed because of service issue, billing issue, disputed purchase, etc.
What is PPV Credits
GEN2706 Credits and Adjustments Guidelines
Are required for every customer interaction with a representative, including calls transferred to another department.
What is:
Customer notes/Historic Notes/Memos/Interaction Notes (any of these are acceptable answers)
HOW6113 Customer Comments, Memos, Interaction Notes and Job/Work Order Comments
TV package that includes:
What is TV Stream Latino
GEN8873 Spectrum TV Product Details
Customer Scenario:
Will Smith called in to order Canelo vs. Berlanga PPV fight.
Agent accidentally ordered the Spanish-language PPV. The agent places a new order for the English-language PPV.
The customer now has two pending PPV charges.
What UCM ticket do we submit to adjust the account?
What is PPV/VOD Research Request
HOW3822 UCM Billing Processes: Payments, Credits, and Refunds
____ and___ Xumo plan devices returned after 30 days will be shipped back to the customer.
What is EIP and PIF plan devices
GEN8908 Xumo Stream Box Overview
Any form of monetary adjustment within a customers account resulting in a decrease to the account balance.
What is a credit
GEN2706 Credits and Adjustments Guidelines
Cancellation of a newly installed, or recently upgraded service must be requested by a customer within 30 days (plus a 15-day grace period).
What is 30-Day Money Back Guarantee
The 15-day grace period:
GEN2073 30-Day Money Back Guarantee - Guidelines
What are some TV plans that CANNOT be bundled with SPP 4.0?
What is
(can name any of these packages)
GEN9073 SPP4 Landing Page
Customer scenario:
Snoop Dogg called in to file a complaint about a technician who cut his ATT cable line when the tech came to install his Internet service. Snoop said he still has ATT TV services but is using Spectrum Internet services. Snoop wants Spectrum to fix the ATT line to get his TV working.
Is there a ticket we can submit? If so what type of ticket?
What is Damage Claim
GEN2787 Damage Claim and Cleanup Requests
_______ Xumo devices can be returned at any time and the credit is pro-rated based on the return date.
What is Service Fee Model devices
GEN8908 Xumo Stream Box Overview
Customer informed due to pro install not being available next day, a credit will be given but credit was not applied to account.
What is Pro Install Availability
GEN2706 Credits and Adjustments Guidelines
Customer is:
Who handles these situations?
What is
Report to PSOC