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
Technical Support
Customer Solutions (Formally Retention)
True or False: Tv Stream comes with local channels.
False
True
What are the Customer Commitments?
Reliable Connectivity, Transparency at Every Step, Expectational Service, and Always Improving
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)
Which EHH would you send about missing channel?
EHH359
EHH748
EHH129
EHH568
After a tech leaves, up to how much do we have to submit a job for Work Not Completed?
24 hrs
Mr. Daniel is trying to rent a movie " Sing 2" for his daughter and gets a error message of GVOD-6015? What trouble shooting tree would I use to assist him?
Video- Feature- VOD/PPV Issues
Is the STVA available for use outside of the United States of America?
No, stva is only available in the USA
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
Picture
Feature
Audio
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
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?
No
Yes
What article in Copilot helps with validating which ETD is needed to better assist a customer ?
HOW6619 Entering an Escalate to Dispatch (ETD) Ticket
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. Kurosaki calls in and states he wants to place his account on a seasonal hold because he is going to "Florida" for the winter. Can we assist in "starting" his seasonal hold?
No, we can only end seasonal. For starting and modifying that goes to account management.
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.
Internet Xumo Tree
Video Picture Missing Channel Tree
Video Feature VOD/ PPV Tree
None. Educate Ms. Susan that those channels only view on box