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Customer called in experiencing STBH-3804 error code, which troubleshooting tree will you use to get the customer the appropriate resolution?
Video > Picture > Cable Box Error Codes OR Video > Picture > Missing Channels/Channel Unavail/No Signal/Black Screen
Duke states they’re unable to log in on their MSA and is unsure why. After probing you discovered that the customer’s identity is locked. Do you...?
a) Keep the call
b) Transfer to Internet Repair
Sally wants to make a payment before her services are interrupted, but they can only make it with a check. How long should we advise the customer that it takes for the payment to be received?
a) 7-10 days
d) 3-5 days
b) 2-3 days
c) 5-7 days
Ms. Judy has been having service issues since last night around 8:30pm and didn’t clear until 6am. After verifying the interruption, Ms. Judy was never enrolled on credit. Ms. Judy is not eligible for the credit, True or False?
False
True
Mr. Albert called in upset he’s unable to rent the movie “Sinners” and keeps getting the error message “Unable to Complete Request - GVOD-6015". What troubleshooting flow would you use to resolve the issue?
Video > Feature > VOD/PPV Issues
You can successfully activate a modem on a L-CHTR account without it being connected and receiving an active signal. True or False?
False
Jonathan wants to purchase a Xumo Stream Box to access all his App Subscription. What service(s) does Jonathan need to subscribe to?
b) Spectrum TV/Internet
a) Spectrum Internet
d) None of the Above
c) Spectrum TV
-Katrina is interested in the Xumo Stream Box but wants to make sure if any issues were to arise, we can help her without any additional hassle. What model type would you recommend?
Equip Installment Plan - EIP
Pay In Full - PIF
Service Fee
Rudy states that he’s been having ongoing buffering on the STVA. Which tool would you use to verify the customer’s experience?
a) Telescope
c) Verbatim
b) WIN
d) Xumo STVA Emulator
You just finished assisting the customer with internet activation, and they tell you that their Wi-Fi extender needs to be connected as well. Do you...?
a) Refer to Third Party
d) Schedule a TC
b) Transfer to Inernet Repair
c) Continue to troubleshoot
Customers must use their Spectrum username and password when activating their Disney+ subscription. True or False?
False
With Cloud DVR (cDVR) Plus can record up to ____ shows that can be saved for ____ days.
100 and 90
A customer calls in stating they're having connectivity issues. Where in the WIN tool can you check the health of the router?
Network
Name at least four (4) devices that are compatible with the STVA?
Samsung/Roku/Xumo/Apple TV
Mary has been experiencing error messages on the STVA on her Xumo device. There is some troubleshooting that is needed to resolve Mary’s issue, but she made it clear she is unable to get to the device. What’s another way we can assist?
Settings > System Management > Resets & Updates > Restart device
What is the maximum number of identities a customer can have on their account?
5 > HOW7567 Manage and Troubleshoot Spectrum Identity and Email
