Ms. Susan called in and advised us her MLB extra innings isnt working. You noticed she has a xumo box what t/s steps would we take to assist.
Video Feature VOD/ PPV Tree
None. Educate Ms. Susan that those channels only view on box
Internet Xumo Tree
Video Picture Missing Channel Tree
In the troubleshooting tree, which "Issue" would I select in the video tab to help a customer troubleshoot missing channels/channel unavail/ no signal/ black screen?
Equipment
Feature
Audio
Picture
What is the max number of authorized users that can be added to a residential account?
Four
Mr. Mark is moving from Florida to NYC and wants to keep his dvr box because he recorded his favorite shows on them. Can Mr.Mark use the same equipment at his new address?
Yes
No
Mr. Reed is moving is moving and needs our help. He wants to transfer services from one location to another, based on scope of support what department specialist is needed to better assist him ?
Sales (Existing)
Is the STVA available for use outside of the United States of America?
No, stva is only available in the USA
If a customer is past due and the account is in a non-pay disco how long does it take for the customers services to restore?
Up to 24 hrs
Up to 3 hrs
Up to 1 hr
Mr. Johnson is upset his promotion has expired for his cable package and now wants to remove that line of business. What specialist would we get to assist Mr. Johnson?
Billing
Sales
Customer Solutions (Formally Retention)
Technical Support
What article in Copilot helps with validating which ETD is needed to better assist a customer ?
HOW6619 Entering an Escalate to Dispatch (ETD) Ticket
After a tech leaves, up to how much do we have to submit a job for Work Not Completed?
24 hrs
What are the Customer Commitments?
Reliable Connectivity, Transparency at Every Step, Expectational Service, and Always Improving
Mr. Bob calls in to advise that a technician stole his PlayStation 5 on a service visit. What copilot article can I use to assist him?
GEN2787 Damage Claim and Cleanup Requests
