WorksheetsKnowledge Check #3: Demarcation and Service Protection
Total questions: 8
Worksheet time: 4mins
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.
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.
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
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
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
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
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
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
