Securing the Account

Securing the Account

Account Authentication for Residential Customer Accounts

In order to protect the security and privacy of customer accounts, customers must provide specific information about an account before access is allowed.

The level of account security depends upon the customer's request and are split into two levels: Verification and Authentication

Verification Criteria

The full name of the caller and the account service address, when the caller has Spectrum services must be obtained on every call that falls within the handling Representative's scope of support. 

Customer Authentication

is required for any account changes / billing service changes, or the sharing of any account or billing details, including CPNI (Voice) information. You can use one of the following to authenticate.....

Last Resort

After all other methods of account authentication are exhausted, representatives may call back the customer at the primary or Spectrum Voice phone number listed on the account as a method of gaining secondary security criteria.

Unable to Verify

If none of the secondary security criteria listed can be met, and there is no primary or Spectrum Voice phone number associated with the account, please direct the customer to a Spectrum Store for further assistance

Taking Payments

Verified callers can be provided the following account balance information: Total, current, delinquent, minimum payment due, last payment received, pending payments. Authentication is not necessary for this process.

Change of Service

Authentication is required when changes are made to the customers account.

DO NOT PROVIDE...

• Account Holders Name

• Telephone Numbers

• Account Numbers

• PIN

• Security Code

• Passwords

• Refer to GEN4067 for a complete listing.

GEN4067

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Using the magic of CoPilot, read each scenario and select if you would need to verify or authenticate to assist the customer.

GEN4067

Multiple Choice

Bruce Wayne, the Account Holder, has just installed service at his new residence 4 days ago with the Spectrum Triple Play Silver. He is calling because he wants to change the billing address.

• Verification

• Authentication

Multiple Choice

Barbara Gordon is at her cousin’s house and the TV service goes out. Barbara calls in and finds that the TV was out due to a past due balance on the account. Barbara wants to pay the past due balance but it not listed on the account.

• Verification

• Authentication

Multiple Choice

Selina Kyle is running late to her install appointment at her home since she is house-sitting her friend’s cat and would like to reschedule her appointment and does not need to make any changes to the request.

• Verification

• Authentication

Multiple Choice

Slade Wilson is looking to update the pin number on his account.

• Verification

• Authentication

Multiple Choice

Brian Urlacher is calling about his father's account. He would like to disconnect services. All equipment has been shown as returned.

• Verification

• Authentication

Using the magic of CoPilot, read each scenario and determine if the caller is authorized to complete the request.

GEN4067

Multiple Choice

Alfred Pennyworth, the authorized User, calls in to remove his brother Jeeves from their mother’s account. He was able to provide name, address and answer to the security question.

• Yes

• No

Multiple Choice

Shiera Saunders, the account holder, wants to change her phone number on her account. She can provide name, address, and driver’s license number.

• Yes

• No

Multiple Choice

Gal Gadot, the authorized user, is calling to request a new security code. She is able to provide her name, address, and we were able to call her on a number listed on the account.

• Yes

• No

Multiple Choice

Harvey Dent, the account holder, calls in about his account requesting assistance with call forwarding. He is able to verify his name, address, and last 4 of his social security number

• Yes

• No

Multiple Choice

Edward Nygma, the account holder, is questioning who is authorized on his account. He has security concerns and wants no one else to have access to his account. His is able to provide his name, address, and his account pin.

• Yes

• No

Multiple Choice

Arthur Curry, the authorized user, wants to remove the Silver package with the conclusion of Shark Week. He has given his name, address, and security code.

• Yes

• No