Jonathan wants to purchase a Xumo Stream Box to access all his App Subscription. What service(s) does Jonathan need to subscribe to?
c) Spectrum TV
b) Spectrum TV/Internet
a) Spectrum Internet
d) None of the Above
Tyler reached out to us to get assistance with his Xumo remote control issues but is not currently at home. What self-help options can we offer Tyler?
d) Send EHH667
a) All the above
b) Direct customer to Spectrum.net
c) Self-Service Videos
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...?
d) Schedule a TC
b) Transfer to Inernet Repair
c) Continue to troubleshoot
a) Refer to Third Party
Customer called in “Why am I seeing extra charges on my bill for equipment I no longer have in my home. It was taken by the guy you sent to my house. I need this taken care of NOW!” What do you do next?
b) Create an SCI ticket
a) Submit a UCM (Category and Type)
c) Give the customer credit
d) Transfer to Account Management
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...?
b) Transfer to Internet Repair
a) Keep the call
Spectrum customers can use our Wi-Fi pods with their own personal router. True or False?
False
Tony is a long time Spectrum customer and is looking to be repackaged. After confirming the new price with Tony, you realize that he had an AWG for his internet services. Do you...?
b) Transfer to Customer Solutions
d) Refer Tony to the local store
c) Setup TC
a) Advise Tony that he is going to need new equipment
Rudy states that he’s been having ongoing buffering on the STVA. Which tool would you use to verify the customer’s experience?
d) Xumo STVA Emulator
b) WIN
a) Telescope
c) Verbatim
Customers must use their Spectrum username and password when activating their Disney+ subscription. True or False?
False
What is the maximum number of identities a customer can have on their account?
5 > HOW7567 Manage and Troubleshoot Spectrum Identity and Email
Hilary just got an Apple TV remote and needs to pair it with her Roku TV. Do you...?
c) Transfer the customer to Internet Repair
a) Refer to Third Party Manufacturer
b) Keep the call - troubleshoot the problem
Name at least four (4) devices that are compatible with the STVA?
Samsung/Roku/Xumo/Apple TV
With Cloud DVR (cDVR) Plus can record up to ____ shows that can be saved for ____ days.
100 and 90
Denial called in saying that they never received their self-install kit. After doing some account research you realize the SIK was delivered, but Denial states they’ve been home for several days and saw no one. Do you...?
c) Tell the customer there's nothing you can do
b) Create another Self-Install order
a) Setup Rescue TC
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
A customer calls in stating they're having connectivity issues. Where in the WIN tool can you check the health of the router?
Network
You can successfully activate a modem on a L-CHTR account without it being connected and receiving an active signal. True or False?
False
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?
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?
c) 5-7 days
b) 2-3 days
a) 7-10 days
d) 3-5 days
Which of these is NOT a reason customers tend to escalate?
b) They dislike the customer service experience
d) Their issue is not resolved
a) They feel confident in your resolution
c) They want to speak to someone above you
New customers can have their Start Up Channel defaulted to the last channel they were tuned to. True or False?
False
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
-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?
Pay In Full - PIF
Service Fee
Equip Installment Plan - EIP
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
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