Account Security Guidelines

Question 1

WITH SCREEN POP

Discuss account status, balance, pricing, last payment date and services

Answer 1

No further authentication

Question 2

WITH SCREEN POP

Troubleshoot issues - including schedule/reschedule/cancel TCs

Answer 2

No further authentication

Question 3

WITH SCREEN POP

Handle credits and payments

Answer 3

No further authentication

Question 4

WITH SCREEN POP
•Install / Upgrade / Disconnect (includes Seasonal) / Downgrade service - including reschedule and change services on install WOs

Answer 4

No further authentication

Question 5

WITH SCREEN POP

Updates to PPV/VOD credit limits

Answer 5

No further authentication

Question 6

WITH SCREEN POP
Update phone number, bill to address, last name due to divorce/marriage, correct spelling of first/last name (Amy vs. Aimee) or updating the prefix (Mr./Mrs./Ms.)

Answer 6

Further authentication required

Question 7

WITH SCREEN POP
Update phone number, bill to address, last name due to divorce/marriage, correct spelling of first/last name (Amy vs. Aimee) or updating the prefix (Mr./Mrs./Ms.)

Answer 7

Further authentication required

Question 8

WITH SCREEN POP
Provide, change or add PPV / On Demand purchase history, WEP/WPA keys, email address/passwords, parental control PIN, purchase PIN, account number, last payment amount or My Account / TWC ID (for non-Spectrum Phone customers)

Answer 8

Further authentication required

Question 9

WITH SCREEN POP

Send My Account password reset link to email address on file or alternate email address (Non-phone customers only)

Answer 9

Further authentication required

Question 10

WITH SCREEN POP

Provide the Spectrum Phone number after recent install or change of number (within 60 days)

Answer 10

Further authentication required

Question 11

WITH SCREEN POP

Update/change incorrect SSN and driver’s license

Answer 11

Further authentication required

Question 12

WITH SCREEN POP

Adding equipment or changing the Mac address on the account (for example; customer owned)

Answer 12

Further authentication required

Question 13

WITH SCREEN POP

Add, remove or disclose numbers from the Selective Call Blocking / Acceptance list in My Account / VoiceZone

Answer 13

Further authentication required

Question 14

WITHOUT SCREEN POP

•Discuss balance, pricing, last payment date and services

Answer 14

No further authentication

Question 15

WITHOUT SCREEN POP

•Troubleshoot issues - including schedule/reschedule/cancel TCs

Answer 15

No further authentication

Question 16

WITHOUT SCREEN POP

•Reschedule Install Work Order

Answer 16

No further authentication

Question 17

WITHOUT SCREEN POP

•Handle credits and payments

Answer 17

No further authentication

Question 18

WITHOUT SCREEN POP

•Discuss account status: ◦Install / Upgrade / Disconnect (includes Seasonal) / Downgrade

Answer 18

Further authentication required

Question 19

WITHOUT SCREEN POP

•Schedule/Cancel/Change services on an Install Work Order

Answer 19

Further authentication required

Question 20

WITHOUT SCREEN POP
•Update phone number, bill to address, last name due to divorce/marriage, correct spelling of first/last name (Amy vs. Aimee) or updating the prefix (Mr./Mrs./Ms.)

Answer 20

Further authentication required

Question 21

WITHOUT SCREEN POP
•Provide, change or add: PPV / On Demand purchase history, WEP/WPA keys, email passwords, email address, parental control PIN, purchase PIN, account number, last payment amount or My Account / TWC ID (for non-Spectrum phone customers)

Answer 21

Further authentication required

Question 22

WITHOUT SCREEN POP

•Send My Account password reset link to email address on file or alternate email address (Non-phone customers only)

Answer 22

Further authentication required

Question 23

WITHOUT SCREEN POP

•Update/change incorrect SSN and driver’s license

Answer 23

Further authentication required

Question 24

WITHOUT SCREEN POP

•Adding equipment or changing the Mac address on the account (for example; customer owned)

Answer 24

Further authentication required

Question 25

WITHOUT SCREEN POP

•Updates to PPV/VOD credit limits

Answer 25

Further authentication required

Question 26

WITHOUT SCREEN POP

•Adding equipment or changing the Mac address on the account (for example; customer owned)

Answer 26

Further authentication required

Question 27

WITHOUT SCREEN POP

•Updates to PPV/VOD credit limits

Answer 27

Further authentication required

Question 28

Name one of each of the different types of information required to reset an account pin.

Answer 28

*One from each category*
PERSONAL INFORMATION
-Last 4 of SSN
-Driver's License #
-Date of Birth

ACCOUNT INFORMATION

• Account #
• Security code
• Equipment serial #
• Mac ID
• PPV <30 days