ChU_She Flashcards
(154 cards)
1
Q
Name 3 Services offered by HelloTech
A
Xfinity self protection, TV mount/remove, Audio/Video, Computer support, Smart home devices, Custom wiring.
2
Q
If an Internet Essentials customer needs their documents reviewed or did not receive the notification about the status of their documentation, what can the agent create?
A
An escalation.
3
Q
After submitting their Internet Essentials application, how many days can a customer submit documents before experiencing issues?
A
15 days.
4
Q
Is Xfinity xFi available to Internet Essentials customers?
A
Xfinity xFi is available to all Internet Essential customers or yes.
5
Q
What upload and download speeds come with Internet Essentials?
A
10 Mbps upload 50 Mbps download or 10/50.
6
Q
On 11/22/2021, Xfinity launched a new tier of service for Internet Essentials customers known as?
A
Internet Essentials Plus.
7
Q
If a home is not getting started kit ready, what can be scheduled for professional installation?
A
Nothing.
8
Q
This install type will limit the amount of time the technician is inside the home.
A
Limited Contact Install or Limited Contact.
9
Q
How long does it take to get approved for Internet Essentials?
A
1 to 3 business days.
10
Q
What are Lift Zones?
A
These areas contain free WiFi in safe places so families can learn, work, and explore with access to secure and reliable internet.
11
Q
Comcast’s commitment to advance digital equity and build a future of unlimited possibilities is known as?
A
Project Up.
12
Q
Since its inception, how many low-income Americans has Internet Essentials connected to the power of the Internet at home?
A
More than 10 million.
13
Q
What is a streaming device that plugs into any TV?
A
Xumo stream box or Xumo.
14
Q
Only these types of internet customers can add the Xumo Stream Box to their account.
A
New customers.
15
Q
What type of cable network streams services to provide access to popular cable networks and DVR service?
A
Curated or Curated streaming service.
16
Q
What allows Xumo Stream Box customers to save titles they want to watch or quickly access old favorites?
A
My List.
17
Q
Internet Essentials customers can now subscribe to which services?
A
NOW TV, NOW TV Latino, NOW StreamSaver and Xumo.
18
Q
What types of cards can Internet Essential customers use toward their account?
A
Opportunity card or Opportunity.
19
Q
What card allows a third party to pay for a customer’s Internet Essentials service for a period of time they choose?
A
Promotional card or Promotional.
20
Q
What operating system is included with the Internet Essentials discounted computer?
A
Windows Starter or Windows 11.
21
Q
When ordering a discounted computer through Internet Essentials, what 3 types of payment are accepted?
A
Debit card, Credit card, or Prepaid card.
22
Q
To qualify for Internet Essentials, what are the 4 criteria a household must meet?
A
- Is located where Comcast has service
- Has at least 1 child eligible for the National School Lunch Program
- Has not subscribed to Comcast internet in the past 90 days
- Does not have an overdue Comcast bill or unreturned equipment.
23
Q
What is needed to check the balance of an opportunity card?
A
Phone #, 16 digit card #, and PIN.
24
Q
What program allows partners to pay for or sponsor Internet Essentials for their eligible members/families?
A
IEPP or Internet Essentials Partnership Program.
25
What must an Internet Essentials customer continue to meet to receive service?
Eligibility guidelines.
26
What is an affordable live and On Demand streaming TV option available including Peacock Premium at no extra cost?
NOW TV or NOW.
27
With NOW TV, how many devices can you stream at the same time?
3.
28
What is replacing Xfinity Flex for new customers?
Xumo or Xumo Stream Box.
29
How is free training through Internet Essentials available?
Online, in print, or in person.
30
What is a 4K streaming TV box that puts your favorite apps all in one place for easy streaming?
Xfinity Flex or Flex.
31
Xfinity Flex is for Xfinity Internet customers who are not current?
Xfinity Video customers or Video customers.
32
To access millions of nationwide Xfinity WiFi hotspots, what can a NOW customer add?
WiFi Pass or NOW WiFi Pass.
33
For customers who do not need a home internet solution, what can they purchase as a stand-alone product to connect to hotspots?
WiFi Pass or NOW WiFi Pass.
34
Mobile customers pay in advance an all-in monthly price with taxes and fees included for this mobile service.
NOW Mobile.
35
NOW Mobile is exclusively for?
Xfinity or NOW internet customers.
36
How much does the Mex/Can Unlimited Pass for NOW Mobile cost per month?
5 dollars.
37
How much does the Personal Hotspot for NOW Mobile cost per month?
5 dollars.
38
With NOW TV, how much can customers stream live and on-demand TV for per month?
20 dollars.
39
What app gives streamer-first consumers the ability to watch their content anywhere, on any device, any time they want?
NOW TV.
40
What will the Xfinity app troubleshoot for your Storm-Ready WiFi device?
WiFi signal, cellular signal, and battery backup.
41
In Timeline, what is a view of who the customer is, including past event history and customer actions?
Profile.
42
What is used to describe a snapshot of customer activity?
Event.
43
Name two of the three types of profiles found in Timeline.
Xfinity users, billing accounts, devices.
44
With Timeline in Tech 360, how can you search?
By account number, full name, email phone number or City and State.
45
What can you see in Timeline in Tech 360 regarding previous support calls?
Troubleshooting steps.
46
With Timeline in Tech 360, you can see if the customer has a?
Escalation.
47
What can you quickly identify in Timeline in Tech 360 regarding recent product?
Errors.
48
In Timeline in Tech 360, what can you see in real time?
Network outages and degraded service.
49
What can you view in Timeline in Tech 360 regarding current promotion details?
Promotion roll off events.
50
What can you view in Timeline in Tech 360 regarding service change?
Service confirmation notifications.
51
In Timeline, what is a group of events related to a specific topic?
Journeys.
52
What rule was implemented to strengthen overall security for Timeline?
30 day inactivity.
53
If you haven’t accessed Timeline in how many days or more, your account will be considered inactive?
31.
54
In Timeline, how can you search for a customer?
From the home screen or from the Global Search Bar.
55
You can search for a customer in Timeline using any of these 3 pieces of customer's information.
Name, email address or phone number.
56
You can view for Watchlists in Timeline by searching for what?
Watchlist name.
57
You can view a chronological list of all events by clicking what at the top of the event card?
Event List.
58
What is an electronic message sent from one device to another?
Email.
59
What type of IP is visible to the public?
Routable IP.
60
What is a descriptive name for an address or group of addresses on the internet?
Domain Name.
61
What is the location for passing data in and out of your computer?
Port.
62
How many days are XH Camera video clips stored in the saved activity section?
30 days.
63
Where do you go to add a rule on the Home Security app?
Automation.
64
What tab allows you to add a new device to the Xfinity Home Security system?
Overview.
65
In Watchtower, where can users edit their methods and settings for how to be contacted?
Contact Preferences.
66
In Watchtower, what tab can users use to build new subscriptions?
Subscription Notification.
67
In Watchtower, dispatch schemes can only be adjusted by whom?
Team admin.
68
In Watchtower, what is the actual job number called?
Job ID.
69
What is the upper left pane in Watchtower Maps that displays statistics based on Engineering, Service, or an Organizational network starting at the division level?
Hierarchy pane.
70
What was developed in Watchtower to provide uniform views of nodes on virtual CMTS (vCMTS) and legacy CMTS?
Access Network Analyzer (ANA).
71
In Watchtower Maps, what will allow you to Create Ticket, Create Job, Close Event, or Clear Event?
Event Actions.
72
In Watchtower, what link will open a new tab for you to view the tasks associated with the JB?
JB Link.
73
Name 4 smart home products supported by Hello Tech.
Video doorbell, Smart cam, Smart lock, Smart speaker, Smart plug, Smart bulb, Smart switch, Smart garage, Smart thermostat.
74
Name 4 categories of Hello Tech computer support.
Repair/help, New setup, Printer setup, Printer repair/troubleshoot.
75
HelloTech offers nationwide tech assistance how many days a week?
Seven days a week or 7.
76
Xfinity customers who receive a referral card in their getting started kit can receive a discounted rate on?
HelloTech services.
77
The Xfinity Self Protection product offering is designed to be what and therefore is not eligible for pro install?
Self installation.
78
What is an address that Comcast is able to provide services at referred to as?
Serviceability or serviceable.
79
What is the amount of Internet Essentials accounts allowed per address?
One.
80
If a customer was charged for a professional installation and has a failed GSK kit, accessibility needs, or has first time services at the address, what may they qualify for?
Installation Credit.
81
Which department should an IE agent transfer to if a customer is trying to activate services at an address with a collections hold?
Collections.
82
Internet Essentials can get as much as 50/10 Mbps and support how many devices?
4.
83
What modem is used for Internet Essentials?
XB3.
84
Internet Essentials Plus can reach speeds of 100/20 Mbps and will support how many devices?
5.
85
How much does Internet Essentials cost per month?
9.95.
86
How much does Internet Essentials Plus cost per month?
29.95.
87
What is the amount of data included with Internet Essentials?
Unlimited.
88
What is the amount of data included with Internet Essentials Plus?
Unlimited.
89
What program provides affordable home internet for qualifying households?
Internet Essentials.
90
In what languages is Internet Essentials free training available?
English and Spanish.
91
How much is the laptop that's available for purchase with Internet Essentials?
149.99.
92
The 90 day rule requires the customer has not subscribed to Xfinity internet in the past how many days?
90 days.
93
Where can approved Internet Essentials customers go to pick up a Getting Started Kit?
Xfinity store or Service Center.
94
How long are Internet Essentials application approvals valid for?
12 months or 1 year.
95
What is the only city where you can be an Internet Essentials customer where the 90 day rule does not apply?
Philadelphia.
96
Where can approved Internet Essentials customers go to pick up a Getting Started Kit?
Xfinity store or Service Center
97
How long are Internet Essentials application approval valid for?
12 months or 1 year
98
This is the only city you can be an Internet Essentials customer where the 90 day rule does not apply.
Philadelphia
99
How can an Internet Essentials customer get their Getting Started kit?
Mail or by visiting a Xfinity store
100
The nation's largest and most successful private-sector broadband adoption program is?
Internet Essentials
101
How many profiles can a Xumo subscriber create?
Up to 5
102
Internet Essentials customers can use their own (what?) for service.
Modem
103
Internet Essentials customers who decline to use a Getting Started kit will have the option to schedule a Professional Installation for $
$39.99
104
Internet Essentials customers who live at an address that does not qualify for a Getting Started kit will be provided with a Professional Installation for this much.
0, or nothing, or no extra charge
105
Opportunity cards come in these denominations.
$30.00, $60.00, or $120.00
106
Each Internet Essentials Promotional card has a code that may be redeemed this many times.
One
107
Internet Essentials customers have the option to purchase an internet ready computer for $149.99 plus
Tax
108
You will reveal this when the metallic area next to the card # is scratched off.
PIN
109
When do Opportunity cards expire?
Never or Opportunity Cards do not expire.
110
In all other areas, the applicant must not have had Xfinity Internet service within the last 90 days to be eligible for Internet Essentials, however, this rule is waived only for the City of
Philadelphia
111
Internet Essentials customers have unlimited access to Xfinity
WiFi Hotspots or Hotspots
112
Employee volunteers who help raise awareness about the Internet Essentials program in their communities are known as
Ambassadors
113
This gives customers straightforward access to quality internet, mobile, and TV that's right for them, right now.
NOW
114
The 2 speeds NOW internet has to choose from.
100 Mbps and 200 Mbps
115
This product keeps the whole family entertained with 65+ live TV and on demand content, plus Peacock’s hit movies, shows, Originals, and live sports.
NOW TV
116
This Xfinity service provides cellular and battery backup to keep devices connected during network or power outages.
Storm ready WiFi
117
Storm ready WiFi automatically switches to this connectivity during an outage.
4G LTE or 4G or LTE
118
During an outage a storm ready WiFi device may achieve up to this in upload/download speeds.
30/7
119
When there is no outage the storm ready WiFi device functions as this.
WiFi extender or extender
120
Storm ready WiFi devices come with this length of warranty.
1 year
121
Xfinity Storm-Ready WiFi includes a Storm-Ready device and this to help keep your home online.
Battery Backup
122
The storm ready WiFi battery backup can last up to this amount of hours with cellular data.
Four hours
123
The Storm-Ready device automatically switches from broadband to cellular 4G LTE connectivity during this event.
Outage
124
The Tri-Band WiFi 6 extender is compatible with these 2 gateways.
XB7 or XB8
125
The light on a storm ready device will do this while activating.
Blink
126
The light on a storm ready device will be in this state during a network outage.
Solid
127
The light on a storm ready device will be in this state during a power outage.
Solid
128
During a network outage, storm ready WiFi provides this type of internet connection to the gateway.
LTE
129
Troubleshooting Xfinity Storm-Ready WiFi is simple and easy with this app.
Xfinity app or Xfinity
130
In order to have the proper WiFi signal the Storm-Ready device should be within this range of feet from the gateway.
5 to 30 feet
131
If you have a low WiFi signal level at the storm ready device you should do this to achieve better signal.
Move the Storm-Ready WiFi device closer to the Gateway
132
To improve poor cellular signal on a Storm-Ready WiFi device a customer should try this.
Move to an elevated position near a window
133
Checking the wiring is recommended if the storm ready battery backup is not this much percentage charged within 24 hours of install.
100% or one hundred
134
If the battery backup light is flashing for more than 30 minutes press the reset button for this many seconds to reset.
10 seconds
135
To reboot the storm ready backup battery you must hold the reset button for more than this amount of time.
15 seconds
136
This is a tool that works to collect, clean, and distribute customer data in the form of an event.
Timeline
137
This is a tool that allows you to set up lists of customers to watch, set notifications for certain events that occur on their account, and share those lists with teammates.
Watchlist
138
An event is always marked with these two things.
Date and time
139
The 4 levels of accounts in collections.
Low, medium, high, never pay
140
An account that’s been turned over to an outside collections agency (OCA) is known as this type of account.
Charged off
141
How long must a credit agency wait before reporting to the credit bureaus?
60 days
142
This allows you to view all customer interactions with our products, services, and support channels on a single page that’s easy to navigate.
Timeline
143
With timeline in Tech 360 you can understand the entire customer story through hundreds of these.
Events
144
System of computers, peripherals, terminals, and databases connected by physical or wireless communication lines.
A Network
145
Protocol used on the internet for exchanging files.
FTP or FTP Server
146
Combines the functions of a cable modem and a router in a single device.
IP Gateway
147
A geographically-close set of computers connected on a single network that use the same communication device.
Local Area Network or LAN
148
A group of connected computers that are geographically far apart.
Wide Area Network or WAN
149
You can control these 2 smart home devices from anywhere using the Xfinity Home app.
Lights, Door Locks, Outlet, and Thermostat
150
The 3 arm modes for XH are.
Stay, Away, and Night
151
XH Camera 24/7 motion activity is saved for this amount of time.
7 days
152
When rebooting the TouchScreen, wait how long before reconnecting the router?
60 seconds
153
In Watchtower, what are the two different types of plant?
Fiber and Coax
154
In Watchtower Maps, the plus and minus buttons on the left are used to zoom in and out. You can also use what?
The mouse or mouse wheel
