Knowledge Check #3: Demarcation and Service Protection

When troubleshooting a cable box, where would the point of demarcation be?

• The back of the TV.

• The ground block.

• The remote control.

• The output on the back of the cable box.

Answer explanation

The cable box is rented from Altice. Therefore, any issues with the cable box itself are our responsibility to troubleshoot. The coaxial cable and the TV are not rented from us and are, therefore, the responsibility of the customer.

What is the point of Demarcation for Altice?

• An indication the customer's account is pending disconnect due to nonpay.

• The point at which Altice-owned equipment ends and customer-owned equipment begins.

• The point of no return.

• The point of where we can install service on the property.

Answer explanation

It is the first testable point (of Optimum or Suddenlink Services), which is accessible to customers. Service Demarcation serves as a foundation, providing:

 • a clear definition of which services are included with core Optimum or Suddenlink services for no additional charge,

• What services can be provided at the customer’s request for a one-time fee,

• What services can be provided at the customer’s request subject to a monthly service plan, and

• What services are NOT provided by Altice.

Mary is calling because she is unable to access her voicemail messages. You confirmed the Enhanced Voicemail feature provided with Altice Voice Service is disabled and the customer is using a machine from their handset to record the messages. Do we continue to troubleshoot?

• Yes

• No

Answer explanation

Demarcation is the point at which Altice-owned equipment ends and customer-owned equipment begins. If the issue is stemming from customer-owned equipment, further troubleshooting would go beyond our scope of support.

Match the prices to the services.

Service Protection Plan

• $7.99 per month Optimum/$6.99 per month Suddenlink

• One time charge $80 Optimum/$60 Suddenlink

• $17.99 per month (Only available for EAST)

• • $19.99 per month

Answer explanation

To upgrade to the optional Mobile Premier Protection & Support, it is an additional $19.99 per month

Match the prices to the services.

Trouble Call fee

• $7.99 per month Optimum/$6.99 per month Suddenlink

• One time charge $80 Optimum/$60 Suddenlink

• $17.99 per month (Only available for EAST)

• $19.99 per month

Answer explanation

To upgrade to the optional Mobile Premier Protection & Support, it is an additional $19.99 per month

Match the prices to the services.

Premier Technical Support

• $7.99 per month Optimum/$6.99 per month Suddenlink

• One time charge $80 Optimum/$60 Suddenlink

• $17.99 per month (Only available for EAST)

• $19.99 per month

Answer explanation

To upgrade to the optional Mobile Premier Protection & Support, it is an additional $19.99 per month

Match the prices to the services.

Premier Protection & Support

• $7.99 per month Optimum/$6.99 per month Suddenlink

• One time charge $80 Optimum/$60 Suddenlink

• $17.99 per month (Only available for EAST)

• $19.99 per month

Answer explanation

To upgrade to the optional Mobile Premier Protection & Support, it is an additional $19.99 per month

What would be an exception when the Service Protection Plan does not cover the Trouble Call? Choose all that apply:

• • Refused to go to Optimum Store or receive a new remote via Direct Ship.

• • Customer insisted on a truck roll after being notified of an outage in the area.

• • Customer refused to troubleshoot.

• • Issue has been identified as a result of customer's own equipment

Answer explanation

All answers apply to this question. If any of these conditions exist, the customer will be charged the appropriate trouble call fee. Trouble call charge codes are 330-333.