Complete SL DigitaLink Guide V2 6-8-10

8/11/2019 Complete SL DigitaLink Guide V2 6-8-10

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Revisions

Date Name Source Description of Change VersionNumber

03/2010 Dian Henry Initial Document N/A 1.0

6/4/10 Dian Henry Updates See description below 2.0

Page 27 Added Project Imagine linkinformation to the Landing SiteInfo

2.0

Pate 29 Update to Qcode and removed noscheduling process for self install

2.0

Page 30 Updated FAQ 2.0Page 31 Added MDU process 2.0Page 33 Updated dispatch order

modification process2.0

Page 42 Added parental reset totroubleshooting process

2.0

Page 43 Added SAP instructions for AudioUpdated failed self install process

2.0

Page 57 59 Removed coming soon fromenhanced features and added parental code reset

2.0


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Introduction to SL DigitaLink ...................................................... 9

Upselling to Advanced Digital TV ............................................... 17

SL DigitaLink Work Order Process .............................................. 29

SL DigitaLink Installation & Troubleshooting ................................. 39 SL DigitaLink Enhanced features ................................................ 59

COPYRIGHT NOTICE:

2009-2010 Suddenlink Communications Inc. All rights reserved.

These materials are confidential and proprietary. No part of this publication may be reproduced,transmitted, stored in a retrieval system, modified or translated into any language or computer, in

any form by any means, electronic, mechanical, magnetic, optical, chemical or manual or otherwise,

without express written permission of Suddenlink Communications Inc.


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Course Overview

Purpose The purpose of this training manual is to introduce the SL DigitaLink Adaptor and productusage, provide up-sell sales techniques, order entry of the SL DigitaLink and providetroubleshooting knowledge.

Objectives

Identify the levels of video service which requires the SL DigitaLink.

Recount requirements for the SL DigitaLink to be delivered to the customers

home.

Understand alternative types of equipment that can deliver digital signals.

Provide technical support for troubleshooting and self installation

Identify sales opportunities to add Advanced Digital TV

AudienceThe primary audience for this course includes Suddenlink retail sales, account services, andtechnical support agents who support residential customers requiring installation of the SLDigitaLink adaptors.

PrerequisitesBasic knowledge of cable service


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Course Duration2 hours (dependent on class size)

Course Materials and Resources SL DigitaLink Residential Support Guide ICOMS (GUI) Billing System

AttendanceAbsence and tardiness in the classroom will be reported to the representatives supervisor.Attendance is required throughout the duration of this class. A student who misses class timedue to absence, or any tardiness time the instructor feels has caused the student to missimportant phone training material will be required to: 1) finish training at a later date whenthe material the student missed is covered, or 2) attend the entire course at a later date.

Classroom Etiquette Be respectful of other participants and the facilitator. Turn off ringers on phones and/or pagers while in the classroom. Do not access the internet at any time, unless directed by the instructor. Do not use other forms of electronic communication during class. Do not do other work or email while in class. Keep your work station and the area around you clean.

Facility Information Location of fire exits. Location of restrooms. Location of break room or kitchen. Emergency Evacuation Plan.


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Introduction to SLDigitaLink


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Introduction to SL DigitaLink ...................................................... 9 Suddenlinks All Digital Video Service Offerings ....................................................................................... 9

Advanced TV - Advanced Digital Services ................................................................................................. 9

SL DigitaLink Devices & Digital Set-Top Boxes ........................................................................................ 13

Key Differences ....................................................................................................................................... 13


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INTRODUCTION TO SL DIGITALINK

Suddenlinks All Digital Video Service Offerings

Youve probably heard a lot about digital delivery in the past couple of years. Most of us arefamiliar with traditional digital services, Advanced Digital TV that requires set-top devices toreceive digital cable programming. But how many of you have heard of a new way ofreceiving services that have been traditionally delivered through an analog format now beingtransmitted digitally. Dont get this confused with the 2009 Digital Transmission Agreementthat all broadcast providers (NBC, ABC, CBS, FOX, etc) were required to adhere to last year.This is something entirely new and exciting!

Advanced TV - Advanced Digital Services

Suddenlink is making a significant investment to upgrade to a new advanced all digitalnetwork. This upgrade will allow us to offer additional Suddenlink Digital Home Services, andmore High Speed Internet options! Part of the upgrade technology allows us to offer servicein an all digital format in select markets. In order to facilitate this change to an all digitalformat, changes are made to the way we deliver the Advanced TV services.

As part of the move to the new all digital delivery system, all TV sets that do not have aSuddenlink digital converter, HD/DVR, CableCARD etc., or a TV with a digital tuner (most TVspurchased within the last couple of years have a digital tuner) will require a SL DigitaLinkconverter to be connected to their TV set. This is simply a box that allows all non- digital TVsto receive digital signals included in the Advanced TV service.

The SL DigitaLink converter allows customer to view channels in the Advanced TV (ExpandedBasic) service line up that are now delivered digitally.

The SL DigitaLink converter is not a substitute for a traditional digitalconverter box.For example the SL DigitaLink converter will not do the following :

Will not show digital channels outside of the Advanced TV lineup. Does not provide I-guide functionality. Does not show premium channels. Does not provide access to VOD or Pay-Per-View. Does not provide HD channels. Does not provide Music Choice.


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Where do Advanced Digital Services and the SL DigitaLink converter fit in with all the otherways customers receive TV signals? The table below provides a guide on how services arereceived and what it takes to receive those signals.

SERVICE SIGNAL DELIVERY METHOD EQUIPMENT OPTIONS

Advanced DigitalTV Customers receive signals in a digital formatfrom Suddenlink.

(Digital simulcast systems duplicate the analog(basic) channels and simultaneously deliverthese channels in a digital format available tocustomers using any type of digital receiver.)

DCT -- digital converters DVR -- digital video recorders DHC -- digital Host converters

(uses a CableCARD) HD-DCT -- digital converters

with a HD tuner HD-DVR -- digital recorder

converters with a HD tuner HD-DHC digital host converter

with a HD tuner CableCARDs* -- (Used in

customer owned compatibleTV, receiver, TIVO, PC, or

recorder)

Any of the above set-top boxeswill decode Suddenlink digitalservices and most include an IPGinteractive program guide, Musicchoice selections, access to PPV,and Video On Demand in selectmarkets.

Advanced TV(Basic andExpanded)

Customers receive signals in a digital formatfrom Suddenlink.

The number of channels will vary by system butwill include channels 99 and below. This mayor may not include all channels previously sentvia analog signal. See Digital Simulcast above.

SL DigitaLink converter Digital QAM tuner TV*

(*All channel numbers will notmatch Suddenlink channelnumbers.)

Analog*(Basic)

Customers receive signals in an analog formatfrom Suddenlink.

Customers receive a limited number of channelsin the 0-99 range, which varies by market.

Coax connected directly to theTV (standard tuner)

Television not connected to Suddenlink cable plantOff Air Customers receive digital signals off air

through an antenna or rabbit ears as a result

of the nationwide Digital Transition in 2009. Customers receive signal directly from thebroadcast network.

Digital to Analog converterpurchased at a 3 rd party

vendor (retail) Digital QAM tuner TV

* Some markets will not deliver any channels via analog signal. A SL DigitaLink or digitalconverter of some type will be required for any standard tuner television connected to theSuddenlink cable plant.


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Digital Simulcast and Forced Analog Cut Terms

The deployment of the SL DigitaLink has created some new terms you'll want to become familiar with.These are terms you'll see being used to describe the changes your system might go through to finallyget to the All Digital stage. You'll see the term All Digital defined below.

Digital Simulcast: What is it?

Digital simulcast is the broadcasting of a signal in both an analog and digital format at the same time.Because simulcast broadcast signals in both digital and analog this allows digital tuners to pick up thedigitized signal, while allowing analog tuners to continue to receive analog signals. Some systems maybroadcast all of their channels in both a digital and analog format; however the majority only placestheir expanded tier of channels in simulcast format.

What happens within the digitizing process?

In the analog world it takes 6 MHz to operate 1 channel, in the digital simulcast world we are able tobroadcast up to 10 channels in that same amount of bandwidth. Each 6 MHz of bandwidth dedicated todigital simulcast is referred to as a QAM, which is short for quadrature amplitude modulation. Youmight even here of this bandwidth usage referred to as a pod.

The pod contains a group of analog channels that have been digitally compressed and are all carriedtogether within an individual pod. The Pod does not necessarily consist of channels in sequential order.

Since a set of up to 10 channels are broadcast together in one pod a customer could experienceproblems with all of those channels if there is a home wiring problem, or a headend problem. This is nodifferent than a digital problem that could exist today with our current digital tier offerings.

What happens in a customer's home during the simulcast period?

All customers who have a digital set-top box, cable card, QAM/digital tuner TV, or DigitaLink in theirhome will receive the digitized signal in digital simulcast market. What this means is that a customerwho has an analog TV with no set-top box will still receive the analog signal. Those analog only TV

customers should see no differences in their reception as long as no set-top box is connected to theirTV. Customers with a digital tuner TV may pick up the channels in a digital format, or still view them viaan analog format. A scan of a QAM/digital tuner TV is required to view the channels in a digital format.QAM/digital tuner TV's may not display the channels in the same lineup as displayed in analog or adigital converter. Customers with an Advanced Digital TV converter, cable card, or DigitaLink boxconnected to their televisions will receive the signal in a digital format automatically. For the majority ofcustomers the digital simulcast is seamless and invisible.
http://en.wikipedia.org/wiki/Simulcasthttp://en.wikipedia.org/wiki/Simulcast


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What is a Forced Analog Cut Date?

A Forced Analog Cut simply means that analog channels are removed from analog broadcast. Thesechannels are still available in a digital format. Customers with a QAM/digital tuner TV, Advanced DigitalTV converter, cable card, or DigitaLink box can still get the channels. Those customers who are stillviewing TV on an analog set will not see the cut channels. These channels may be cut prior to or afterthe simulcast start date. When these channels are cut from the analog lineup prior to the simulcaststart date that bandwidth may be used to carry the simulcast digitized channels. When the cut occursafter the simulcast date the bandwidth may be used to add additional HD channels. Each individualsystem determines the number of channels cut and when the cut will take place based upon theirbandwidth needs.

What happens on the All Digital Cut Date?

On the All Digital Cut Date, all analog services that were being duplicated in a digital format are removedfrom the analog broadcast format. All Digital cuts may occur by node or the entire system may cut onthe same date. This means that only certain channels are left to be broadcast in an analog format.Generally only the basic channels are still broadcast in an analog format (Example: channels 2 22),while all other channels higher than 22 are only available in a digital format. At this time an AdvancedDigital TV converter, cable card, QAM/digital tuner TV or DigitaLink box is required to see channelshigher than what is included in the basic (Example: channels higher than 22). Some markets may betruly All Digital and will require an Advanced Digital TV converter, cable card, QAM/digital tuner TV, or

DigitaLink box to receive all channels including those in the basic lineup. As you can see sometimes AllDigital does not mean all digital when basic (Example: channels 2-22) are still available in an analogformat. After the All Digital Cut digital simulcast no longer exists for that system or node.


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SL DigitaLink Devices & Digital Set-Top Boxes

Key Differences

Smaller than a Suddenlink digital set-top box, a SL DigitaLink is a one -way device;it receives signals from Suddenlink and performs the following primary functions.

It lets customers watch digital channels, from Suddenlinks Basic and ExpandedBasic lineups, on TV sets that are not otherwise equipped to view those channels

It arranges those digital channels so they appear on the same channel numbersthat you find on Suddenlinks channel lineups.

In the future, we hope to install software in SL DigitaLinks that will enable a few additionalfeatures, such as parental controls and the ability for customers to set up their own,customized lists of favorite channels.

In contrast, a Suddenlink digital set-top box is a two -way device; it receives signals from and sends signals to Suddenlink, performing all the functions of a SL DigitaLink and muchmore.

A Suddenlink digital set-top box offers a sophisticated, interactive program guide.

It provide access to many more digital channels, beyond Suddenlinks Basic andExpanded Basic line ups, including digital premium channels like HBO.

It provides access to pay-per-view and video-on-demand content: movies, shows,events, etc.

Depending on the box, it might also provide access to high-definition (HD)programming and the ability for customers to digitally record their favorite showsand series to watch at their convenience.


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Upselling to Advanced Digital TV ............................................... 17 Theres Never Been a More Exciting Time! ............................................................................................. 17

Up Sell Transition to Advanced Digital TV Products ............................................................................... 18

Up sell from Advanced TV to Advanced Digital TV Tips ...................................................................... 18

Sales Script (Example) ............................................................................................................................. 21

Customer Concerns ................................................................................................................................. 23

FAQs ....................................................................................................................................................... 24


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UPSELLING TO ADVANCED DIGITAL TV

Theres Never Been a More Exciting Time!

Were investing over a quarter of a billion dollars in our fiber -optic network. Andwell soon be capable of delivering up to 200 high -definition channels with picture-perfect video quality. Plus thousands of hours of Video on Demand movies, shows,and events.

As customers transition to SL DigitaLink converters for advanced video service, wehave a great opportunity to talk to every existing customer. This is a wonderfulopportunity to show our appreciation for being a dedicated Suddenlink customer, andto express our loyalty to each and every customer.

Many customers going through this transition have been with us for a long time, someas many as 20+ years. This is our chance to build even stronger relationships withcustomers and educate them about exciting advanced digital services they have neverhad, or didnt know were available.

Have fun during these exciting times and educate each customer about everything wehave to offer. Show off your amazing customer service skills and let customerswitness why were the most improved company in its category for the second straightyear - according to an independent J.D. Power survey.

Theres never been a more exciting time to be a Suddenlink customer.

ImagineThat!


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Up Sell Transition to Advanced Digital TV ProductsYour goal is to add at least one advanced digital converter (DCT, HD/DVR, or Cable Card) withany level of advanced digital television services. CableCARDs may be installed in customerowned equipment such as TIVOs and Televisions that accept the card. The following

examples provide sales tips for up selling to advanced digital television during the SLDigitaLink transition. As you share all the great benefits of Suddenlinks advanced digit alservices, make it your personal mission to close a sale on each interaction. Keep these wordsin your mind CLOSE EVERYONE!

Agent: During this transition, Id like to recommend adding at least one of our digitalconverters in your home. Itll change t he way you watch TV, and includes access to:

User friendly channel guide Access to PPV movies (and VOD in some markets) Digital music channels that are commercial free

Parental controls so you can control the rated content viewed Extra digital tiers that provide even more sporting events, movies and other popularnetworks

Up sell from Advanced TV to Advanced Digital TV Tips After upgrading the existing customer with their new SL DigitaLink converters, look for theopportunity to build value in HD/DVR and other advanced digital services that are included.

The sales tips below provide an example of the recommended sales process and verbiage toutilize in your customer interaction.

Step 1: Take care of the original needStep 2: Ask questions to determine the opportunity to add Advance Digital TVservicesStep 3: Build value and share a personal testimonyStep 4: Ask for a commitmentStep 5: Be prepared to handle objections

Step 1 Example: Take care of the SL DigitaLink transaction

Before attemptin g to up sell the customer into at least one level of Advanced Digital TVservice, ensure a SL DigitaLink device is added on the customers account for every televisionin the customers home.

If the customer mentions they have a concern, address the concern before attempting to upsell the customer. Refer to the Customer Concerns section on page 10.


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Step 2 Example: Ask questions to determine the opportunity to add Advanced Digital TVservices

1. First, use a transition statement to captur e the customers interest

Now that we have you set up for service on your 4 televisions, can I ask a fewquestions to see if youd benefit from our advanced digital TV services, whichinclude more free high definition and on demand content than ever?

By the way, Suddenlink has embarked on a company-wide program calling foran additional $350 million of capital investments in our already advanced

fiber-optic network to bring you the very best in digital entertainment. Wouldyou be interested in learning how you gain access to even more channels, highdefinition and additional video programming?

Its been a pleasure working with you and setting you up for basic videoservice on your 3 televisions today Mr. Jones. Id like to tell you about someof our advanced digital television services, which you may find interesting.Can I ask

2. Second, ask questions to discover the opportunity to provide Advanced DigitalTelevision:

How many HD televisions are currently in your home? What type of connection do you have to receive your true HD signal? Can I ask what type of HD programming is watched in your home? Our HD service includes many free channels in high definition! Can I tell you

about the additional great channels you can add in high definition for a really great price?

Have you ever experienced the ability to control live TV where you can pause,rewind, and record what youre watching with one simple click on your remotecontrol?

If you had the ability to record your favorite shows and create your own personal video library, what types of shows and movies would you save?


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Step 3 Example: Build value and share a personal testimony As you discover which levels of advanced digital television services the customer is mostinterested in, build the value in the services and share a personal testimony of what youand/or other customers and employees enjoy most about them.

Youll have access to HD channels and experience a crystal clear picture, and I knowyoure going to love having true HD quality on your television as much as I have onmine.

I have two HD televisions in my home, and I can tell you my family really enjoys theDolby Digital 5.1 Surround Sound that makes you feel like youre in the movie. Itsamazing!

It sounds like we have similar tastes in the types of shows we watch. Speaking fromthe experience of having a DVR at home, I can tell itll be your favorite service aswell!

Having the ability to play, pause, rewind and fast forward your favorite shows is going to change the way you watch television! My friends and co-workers also tell methey cant imagine life without their Video on Demand service. And I havent had anunhappy DVR customer yet!

Step 4 Example: Ask for a commitment

After building value in our advanced digital television service, ask for the sale. Remember,think CLOSE EVERYONE!

Based on what you told me Mrs. Jones, I can tell youll enjoy our HD/DVR service.Why dont we go ahead and add that service now so you can enjoy an even better HDexperience with your big screen HD television?

Since were already scheduling an installation for 4 SL DigitaLink converters, whydont we install our popular HD/DVR receiver to your HD television? Youll be gladyou did!

What are your thoughts on adding a DVR receiver to the television set in your livingroom so you can record your favorite shows and have access to all those free hours ondemand programming?

Step 5 Example: Be prepared to handle objections

If the customer objects because they want to think about it, talk to a spouse, or any other

reason, go the extra mile to add an advanced digital television product to the customersaccount.

Ask for more information to see if there is more information we can provide to convince thecustomer to add service. Listen carefully to the customers response to identify additionalopportunities to build more value, provide additional options and recommendations, and askfor the sale again.


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May I ask why you are hesitating? Can I ask for your thoughts on these advanced digital services thus far? What do you believe your spouse will think about this service? Is there anything preventing your from adding this today?

Rebuild value with the advanced digital TV services and ask for the sale again.

I really think youll enjoy all the HD channels you are going to have access to, andthat youre going to be extremely pleased with the VOD service as well. Since werenot locking you into a long-term, gimmicky contract, why dont you try it? Youll be

glad you did! Mr. Jones, Suddenlink has a 30 day money back guarantee and no contracts, so you

have nothing to lose. Why dont we include that DVR so you and your household canhave what may be your best television viewing experience ever?

Based on what you told me, Id like to recommend starting out with just one HD DVR

to experience the joys of a true HD experience. Why dont we install one for now,and you can call us back if youd like to add another HD DVR to your oth er HD set inthe future?

Since were going to be in your home installing 4 SL DigitaLink converters, can we addone HD DVR to your installation for now? If your husband does not want to try it outafter you tell him about all the wonderful benefits, you can call us back to remove it

from the order. Its that easy!

Remember to let the customer know:

We have local programming and local HD channels Local service and support No contract required 30 day money back guarantee

Sales Script (Example)

(Suddenlink Employee) Its been a pleasure working with you and setting you up with your SLDigitaLink converters on your 3 televisions today Mr. Jones. Id like to tell you about someof our advanced digital television services, which you may find interesting. Can I ask howmany HD television sets you have in your home?

(Mr. Jones) We have two HD TVs, in our living room and master bedroom.

(Suddenlink Employee) Thats great. We have two in my house as well, and we loverecording on our DVR and watching all the new HD channels Suddenlink provides. In fact, wenow provide HD channels in your area, and I really believe youd enjoy watching true HDchannels on your HD televisions.


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Have you ever experience DVR service, where you have the ability to record your favoriteshows and create your own personal video library?

(Mr. Jones) Ive seen the satellite companies advertising for it.

(Suddenlink Employee) Its probably our most popular product, especially for customers likeyou who have an HD television in your home. If you had the ability to record your favoriteshows and create your own personal video library, what types of shows and movies would yousave?

(Mr. Jones) All my favorite TV shows!

(Suddenlink Employee) I cant wait for the new TV season to start! I never miss an episodeof my favorite shows thanks to my DVR, and I record every episode in high definition. Thebest part is I can catch the episode whenever its most convenient for me, and I have theability to fast forward through what seems like at least 10 minutes of commercials.

Based on what youve told me, I really think you and your wife will appreciate watching trueHD channels on your HD televisions, and our DVR service will change the way you watch TV!Plus, we have some great deals to on some of our advanced digital services during thistransition. Its a great time to consider trying them out! Why dont we go ahead and addthat service to your work order so you can enjoy an even better HD experience with your HDtelevisions?

(Mr. Jones) Ill need to talk to my wife about it. How much does it cost, and can I call

you back if shes interested?

(Suddenlink Employee) If you decide to want additional HD DVRs, just give us a call.

If I could make a suggestion Mr. Jones, Id say add one HD DVR to your account for now. Letyour wife know what were adding to your account, and dont forget to tell her we have a 30day money back guarantee and best of all no contract is required. If you change your mindand want to add the second DVR, or even remove the one Im recommending we start with,

just give us a call and well make the change.

Since its that easy, what do you think Mr. Jones? Can we include one HD DVR now and youcan call us back if you want to make any changes?

(Mr. Jones) Lets go with one for now.


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Customer Concerns

Some customers will express concerns and/or frustration with change. Here are scriptexamples for handling customer concerns.

Customer: Im not happy with this change.

Agent: Mr./Mrs. , I can understand your concern with a change like this. Myobservation from customers that have recently gone through this transition has been quite

positive, especially since there will be additional channels added in the near future. Ourcustomers with advanced digital services are even happier, as this transition is increasing thenumber of High Definition channels and thousands of hours of Video On Demand contentavailable, many of which are free.

Customer: Why isnt there a guide?

Agent: That is a good question. The SL DigitaLinkis a very unique device to add more popularchannels to your lineup; however it does not support the guide technology at this time. Inthe near future, this equipment will support the technology that provides programinformation that shows what program you are currently watching and what is on next, your

favorite channels, , and parental controls.

This may be a great time to talk about Advanced Digital TV services that not only pr ovide a

guide, but also includes access to these great features:

Free Video on Demand Free High Definition channels Digital Video Recorder to save your favorite shows and movies, and pause, fast

forward and rewind live programs Digital music channels Parental controls

Would you like to learn more about our Advanced Digital TV products? (Go to the SalesTransition to Advanced Digital TV Products section in this document.)


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FAQs

What is happening to the Suddenlink service in my area? Why is this happening now?

Suddenlink is upgrading its local technology so that we can * Make an all-digital lineup available, with sharper pictures and sound Add more high-definition (HD) channels Roll out faster Internet speeds Introduce Video on Demand (VOD) service Introduce Suddenlink Digital Phone: Unlimited

* Only mention the bulleted items that are relevant to the area in which the customer lives.

I thought there was a digital transition in 2009. Is this something new?

The digital transition in 2009 was for local broadcast TV stations not for cable channels. Byand large, the 2009 transition affected only those families that received local TV stationsusing rabbit ears or rooftop antennas. The digital conversion t hat were talking about affectspeople getting TV service from Suddenlink. Our digital conversion opens the door for new andimproved services.

Who will be affected? What if I dont do anything?

Our upgrade of local technology will deliver multiple benefits and might require somecustomers to obtain Suddenlink digital adapters, also known as SL DigitaLinks. We willprovide SL DigitaLinks to customers for all TV sets in their homes that require them. Therewill be no up-front and no monthly charge for these devices.

TV sets will not require a DigitaLink if

They are already connected to a Suddenlink Digital Cable Box They have (or are connected to a device that has) a Suddenlink-installed CableCARD Customers subscribe to only Suddenlink Basic TV, currently Channels [x-y].*

Otherwise, TV sets will generally** require an SL DigitaLink to continue receiving SuddenlinkTV service.

* Provide the range of channels on Suddenlink Basic TV for the area in which the customerlives.


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** If customers ask about QAM digital tuners, let them know the following: If their TV setshave built-in QAM digital tuners and they subscribe to both Suddenlink Basic and ExpandedBasic TV, they can view all of those channels plus HD Broadcast channels without SLDigitaLinks. However, the channel numbers on TV sets with built-in QAM digital tunersmight not match the channel numbers on Suddenlinks li neup. If customers want the channelnumbers on TV sets with built- in QAM digital tuners to match Suddenlinks channel numbers,they should consider ordering or picking up SL DigitaLinks. Customers should be able todetermine if their TV sets have built-i n QAM digital tuners by checking their ownersmanuals or contacting the companies that made or sold them their TV sets.

How can I get DigitaLink devices?

Customers who require SL DigitaLinks can pick them up at a local Suddenlink office, or theycan order them by calling _____________* or visiting imagine.suddenlink.com. ** Customerswho do not wish to install these devices on their own can call Suddenlink to schedule

professional installation.

* The correct number may vary by region and area. Check with region marketing managersto determine the correct toll-free number for the area in which the customer lives.

** Before telling customers they can order SL DigitaLinks through imagine.suddenlink.com, first confirm with region marketing managers that this option is available for the area inwhich the customer lives. Also, you might want to let customers know that they should notuse www when trying to access imagine.suddenlink.com. Typing www before that Webaddress will not work.

How will I be notified of these changes?

We will notify customers multiple times before we change over to the new, digital platform.This process might be completed in different parts of an area at different times, meaningsome customers will receive notices at different times than others.

We will send an initial letter to all Suddenlink TV customers in each area, regardless oftheir level of service, outlining the improvements that will result from these changes. We are planning additional mailings to explain what steps affected customers need to

take and where to pick up any required equipment. We will also provide informational handouts at local offices.


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How will this transition affect my bill?

There will be no up-front and no monthly charge for SL DigitaLinks, and no near-term changein the price of other services.*

* The latter half of this message (after the comma) is only relevant between February and August 2010. Between August 2010 and January 2011, tell customers they might seeadjustments to their bills for some services, but those adjustments would have occurredeven without Suddenlinks digital upgrades. There will continue to be no up -front and nomonthly charge for SL DigitaLinks.

Will this transition affect my channel lineup?

Yes. Information about your new channel lineup will be available in the near future.


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SL DigitaLinkWork Order Process


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SL DigitaLink Work Order Process .............................................. 29 CSR Landing Site ...................................................................................................................................... 29

One-Time-Code ....................................................................................................................................... 30

Multi-Product New Customer Install Process ......................................................................................... 30

Existing Customers Adding SL DigitaLink ................................................................................................ 31

MDU Accounts ........................................................................................................................................ 33

Front Counter .......................................................................................................................................... 35

Dispatch Functions .................................................................................................................................. 35

Billing ....................................................................................................................................................... 36


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SL DIGITALINK WORK ORDER PROCESSThe Work Order Process for adding a SL DigitaLink converter to a customer account is easy.Heres what you need to know.

Located on the CSR Landing Site, and HM screen youll find account identifiers indicating theaccount is ready for a SL DigitaLink install or upgrade.

CSR Landing Site

The CSR Landing Site will contain a SL DigitaLink link. The presence of the link indicates theSL DigitaLink is available for installation in that market.

HM Additional Information Screen

To access the Additional House Information Inquiry screen go to the HM screen and hitenter. The follo wing information should display: SL DigitaLink Available . XX -XX-XX (date).This information is populated by the marketing group.

Additional Change On the date when the system no longer provides analog (101 and/or 111)the ST/40 serviceable status screen will be updated to indicate that account resides in an alldigital market.

In a DigitaLink market each occurrence of service must meet the requirement of havingaccess to digital service through one of the following methods.

664 DIGLINK NODTA NODIGILINK - No DTA required used when a customer has a QAM tuner TV 6672, 667, 660, 650 - Advanced Digital TV receiver or CableCARD both S and M

type. CableCARDs may be installed in a TIVO or TV that will accept a card.


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NOCONT No Contact will be mass added to all accounts in a launch market thiscode helps marketing identify which customers have upgraded to SL DigitaLink andwho has not. The code should not be removed until the customer has a SLDigitaLink converter installed or it has been determined the customer does notneed a device. The NOCONT code will be replaced when the customer adds aDigitaLink converter, upgrades to an Advanced Digital TV converter or CableCARD,or it is determined the customer has a QAM tuner TV.

One-Time-Code

RDTAC = INSTL DTA the quantity selected should match the number of units being installed.

Multi-Product New Customer Install Process

1. Process the install following your normal guidelines, selecting the appropriate servicecodes for all video services being installed along with a 664 DIGLINK for each outletthat does not have an Advanced Digital TV converter or CableCARD. The BBT willdet ermine if a QAM tuner TVs exist and install equipment accordingly. Add one timecodes for activation, additional outlets, Advanced Digital TV equipment and add aRDTAC for each SL DigitaLinks being installed. The quantity selected of RDTACsshould match all outlets that do not contain an Advanced Digital TV converter. Followyour regional process for scheduling your install for new services including the SLDigitaLink equipment using your normal process and Q codes.

Note: All TVs in the home must be counted to insure the correct number of Advanced DigitalTV converters, CableCARDs, or SL DigitaLinks are included on the work order. CableCARDsmay be installed in a TIVO or TV that will accept a card. Be sure to ask the customer howmany TVs they ar e connecting.


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Existing Customers Adding SL DigitaLink

For existing customers initiate a Service Change (SC/66) work order on customers account.

1. Campaign Code: Campaign code SLDIGLNKUP should be used to discount the pro-upgrade and self-install fee

2. Select either 664 (DIGLINK), or an Advanced Digital TV converter applicable tothat market for each occurrence of service. Quantities of equipment should matchthe number of 101 or 111 occurrences being upgraded. See market specificinformation to determine if a DigitaLink is required for basic 101 customers.

3. Go to the task CB/36 screen for balancing of service codes. Each occurrence thathas 101 basic and 111 expanded must have an Advanced Digital TV converter orCableCARD (Type M or S), 664, or NODTA service code. If the occurrence has a 660digital or 6672 DVR code or other equipment code, the NODTA code must be

removed from that occurrence and placed on its own occurrence. NODAT will notauto balance.

Before selecting the one-timecodes and scheduling youll need to determine how thecustomer will receive their equipment. Always suggest a self-install as the preferredinstallation option.

4. Go to the One Time Charges task screen and

a. Professional Install - Select the appropriate installation one time codePUPGRDC and RDTAC (one RDTAC for each unit being installed).

Schedule the order in an agreed on installation time in the SL DigitaLinkspecific Q-Code. Do not NoSchedule a work order. All work orders must bescheduled with an install date.

5. Enter and review order summary Confirm professional installation date and time.Customer s wanting a self install will have their order placed at the front counter.


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Order Entry FAQs

Q. What if the customer says they have more TVs than I show outlets in ICOMS. (More TVsthan 101 or 111s).

A. Add the additional outlets needed to provide the customer with the requested number ofSL DigitaLink adaptors. Do not charge the customer to correct the account, however if thecustomer is requesting a new unwired outlet be activated follow your normal additionaloutlet installation process with appropriate charges.

Q. What if the customer insist they have a QAM tuner TV and does not want to place anorder.

A. Process a service change on the account, removing the NOCONT and replacing it withNODTA. Document the customer comments, and let the customer know should they decide

they do want a SL DigitaLink adaptor they can order through the website, pick up at the localoffice, or we can do a pro install for them.

Q. What if my customer wants to pick up at the office, should I no schedule an install order?

A. No, the front counter will place any orders for customer's picking up over the counter.

Q. What if my customer attempts a self install and has problems hooking the equipment up.

A. If this occurs within the first thirty days of receiving the equipment use the SRO failed self installprocess to send a service tech to the home.


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MDU Accounts

Multi Dwelling Unit (MDU) SL DigitaLink Process

Customers who live in a multi-dwelling unit where cable is provided to the customer via Suddenlinkthrough their complex are often referred to as Bulk accounts. In some situations they may not be ableto pick up a DigitaLink at the Suddenlink retail counter.. MDU accounts fall into two categories; BulkBasic/Expanded , and Bulk Basic .

Bulk Basic Expanded Accounts

Both Occupant/Tenant Bulk Basic/Expanded (101,111)accounts will display 888888 on the HM screen in the SLDigitaLink Field. Those customers receiving bothbasic/expanded via their complex will need to pick up theirDigitaLink from their apartment manager. This is true evenif the customer is purchasing other services fromSuddenlink, such as Internet or Suddenlink Digital Phone.

Bulk Basic Accounts in Markets requiring a DigitaLink for Basic Service

Bulk Basic (101) accounts in select markets that require a customer to have a SL DigitaLink to receivebasic only services will pick up their DigitaLinks from their manager. Those accounts will be marked withall 8's in the SL DigitaLink field on the HM Screen.

Bulk Basic Accounts in Markets not requiring a DigitaLink for Basic Service

Occupant/Tenant Bulk basic (101) only accounts will have the date on the HM screen. Those customerspurchasing expanded basic directly from Suddenlink will pick up at the local office. The account shouldbe listed in the tenants name and they should be receiving a monthly bill for expanded services. Theymay also elect to order through the customer portal, or schedule a pro-upgrade.


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The example on the below shows an account that receives their basic services via their complex but paysfor their expanded services. This customer may pick up over the counter. If this account displayed nopaid quantity in the Paid Qty field they would see their manager for the DigitaLink.

As with all accounts you will need to verify the customer has the correct level of active basic orexpanded to issue a SL DigitaLink. The level of service that requires a SL DigitaLink will vary by market.

Returning Equipment from Bulk Accounts

Customers who pickup equipment from their apartment complex should return that same equipment totheir complex when they move. Equipment should not be accepted at the front counter when it isidentified as being assigned to the master account associated with the complex. Equipment picked upfrom the apartment complex will not have a serial number listed on the customer account equipmentscreen. Customers who pick up at Suddenlink should return their equipment to Suddenlink when theymove or disconnect services with us.

Recap for MDU Bulk Accounts

Bulk basic/expanded customers should pick up equipment from their apartmentcomplex's management services if all 8's exist on the additional HM screen SL DigitaLinkField

o Account may be listed as occupant or with the tenants nameo This equipment must be returned to their apartment manager

Bulk basic customers in All Digital markets that require a SL DigitaLink to receive basicservices must pickup from their apartment managerif all 8's exist on the additional HMscreen SL DigitaLink Field

o Account may be listed as occupant or with the tenants nameo This equipment must be returned to their apartment manager

Bulk basic customers who purchase expanded from Suddenlink may pick up over thecounter-


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Front Counter

Initiate a service change for all customer's picking up over the counter.

1. Key the self install order Select the appropriate self installation one-time-codeSSELFIN and RDTAC (one RDTAC for each unit being installed)

2. Verify number of SL DigitaLinks to be issued along with any DCT or HDDVR units,correct one time code usage of RDTAC for each unit being installed, verifyappropriate campaign usage andmake adjustments as needed.

3. Issue Equipment - Go to the EQ/06 screen and add equipment SN following the sameprocess used to add other equipment to the account. The SL DigitaLink 664 code willadd the category and occurrence when added to the account.

Dispatch FunctionsTrouble Calls and Installation Orders

Modifying Work Orders

Open Work Orders - Installs and Service Change

Modify the existing work order by adding the necessary 664 service codes and removingNOCONT. Do not modify phone work orders use the method shown below . Make changes tothe one time codes by adding a RDTAC code for each DigitaLink being installed. This work orderwill be closed out following normal dispatch or ETA procedures. The work order should not beclosed out as an office only.

- Or

Closed Work Orders

Installs, Service Changes and Trouble Calls

Key a service change work order adding the necessary 664 service codes and removingNOCONT and select the RDTAC one time code for each DigitaLink being installed and assign the job to the BBT. The work order will be closed out following your normal check in process inICOMS or the BBT may close out the work order following the normal ETA process. The workorder should not be completed as an office only.


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BillingThere is currently no monthly recurring charge for the SL DigitaLink adaptor, however if acustomer should disconnect video services the unreturned charge is $40 per unit and willfollow the same process used today in charging customers for unreturned equipment.


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SL DigitaLinkInstallation

and Troubleshooting


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SL DigitaLink Installation & Troubleshooting ................................. 39 Self Installation........................................................................................................................................ 39

Simple Connect TV to SL DigitaLink ...................................................................................................... 39Complex Connect TIVO or VCR to SL DigitaLink ................................................................................... 40

SL DigitaLink Remote Programming ........................................................................................................ 41

DigitaLink Troubleshooting ..................................................................................................................... 42

Quick Start Guide .................................................................................................................................... 46


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SL DIGITALINK INSTALLATION & TROUBLESHOOTING

Self InstallationCustomers electing to perform a self install will receive the equipment by mail or over the

counter. The contents included in the kit include:a. SL DigitaLink converter

b. The power transformer

c. Remote control and a remote Infrared pickup

d. Quick Start Guide

Simple Connect TV to SL DigitaLink

1. Disconnect the TV from the cable TV network.2. Connect the cable from the wall to the RF input of the SL DigitaLink.3. Connect the cable from the SL DigitaLink to the TV. Confirm the TV is tuned to

channel 3 also make sure the switch on the SL DigitaLink is set to the correspondingchannel 3. Channel 3 is the default channel unless directed to select channel 4.

4. Connect the Infrared remote to the SL DigitaLink and locate it so the remote will beable to see it from anywhere in the room. The SL DigitaLink can be hidden and out ofsight.

5. Plug the power in and confirm proper operation.6. Power on the DigitaLink. It will begin channel scan. It will take approximately three to

five minutes for scan to complete)


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Complex Connect TIVO or VCR to SL DigitaLink

Installation of SL DIGITALINK with TiVo or VCRUse the coaxial cable to connect Cable In interface on the DAT to the cable wall outlet.

1. Connect one end of another coaxial cable to the To TV port on the SL DIGITALINK.

2. Connect the other end of that coaxial cable to the Cable In/Antenna In port on therecording device.

3. Connect one end of another coaxial cable to the To TV port on the recording device.

4. Connect the other end of that coaxial cable to the Cable In/RF In port of the TV.


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SL DigitaLink Remote Programming

Option 1

1. On the Internet go to http://www.urcsupport.com/html.php?page_id=476 or refer to thedirections below.2. Enter or locate the make/model of the TV and you will find the correct code needed to

program the remote.3. Adjust TV volume to lowest setting manually or with TV remote.4. Adjust the DigitaLink volume using the DigitaLink remote to maximum level on the volume

bar.5. Turn on your TV.6. Press and hold Set until the red light on the remote blinks twice. Release Set.7. Enter the code you received on-line. The red light on the remote will blink twice.8. Press Set once to lock in the code. The red light on the remote will blink twice.9. Press Power to turn your TV back on.

Option 2

1. Adjust TV volume to lowest setting manually or with TV remote.2. Adjust the DigitaLink volume using the DigitaLink remote to maximum level on the volume

bar.3. Turn on your TV4. Press and hold Set until the red light on the remote blinks twice. Release Set.5. Enter 991. The red light on the remote will blink twice.6. Point the remote at the TV and press CH+ repeatedly until the TV turns off.7. Press Set once to lock in the code. The red light on the remote will blink twice.8. Press Power to turn your TV back on.

Note: If audio is not set in the correct sequence before programming the remote, theremay be low or no audio. If this occurs use the following steps

1. Press and hold set until the red light blinks twice, release set.2. Enter in 993 (The red light will blink twice after the three)3. Press and release the digit 1 ( The red light will blink 4 times after the 1)

You can now go back and perform the above listed paring sequence

When programming the remote for some Magnavox TV sets, it may be necessary to press anyother number on the remote control before pressing Power in order in order for theprogramming to work.
http://www.urcsupport.com/html.php?page_id=476http://www.urcsupport.com/html.php?page_id=476http://www.urcsupport.com/html.php?page_id=476


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DigitaLink Troubleshooting

Remote control does not work: Make sure the batteries are inserted correctly. Make sure your remote can see the front of the SL DigitaLink or the Remote

Infrared Sensor When using the Remote Control Signal Receiver, make sure it is connected firmly to

the SL DigitaLink.

Note: The IR receiver on the front of the SL DigitaLink will not be active if the IRextender is plugged in.

SET


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If the customer has no audio have them check (SAP) Secondary Audio Programming SAP troubleshooting steps

o If a user has any audio issues, where no audio is heard, the user willhave to cycle thru the languages (ENG -> ESP -> FRN -> ENG) and whenthey get back to ENG, audio should be there.

If the audio is in a language you dont expect to hear: You may have accidentally changed it to an alternate language option. Press the

LANG button on your remote con trol one or two times.

No light illuminated on the front of the SL DigitaLink: Make sure the power cord is attached to the SL DigitaLink and plugged into a liveelectrical outlet.

If there is no picture on the TV and the light on the SL DigitaLink is solid: Make sure the TV and SL DigitaLink are both set to the same channel being 3 or 4 Try switching the TV and SL DigitaLink to the other channel (3 or 4). If youre also connected to a VCR, make sure the VCR is turned on.

Make su re the SL DigitaLink is connected directly to the cable outlet Make sure all the cables are firmly connected.

Issue with the volumeThere are two ways to control the volume when the SL DigitaLink is installed.1) Let your TV control the volume and do not program the SL DigitaLink to sync upwith the TV2) Program the SL DigitaLink to sync up with the TV to control channels, volume andturn TV off/on.

Customers that are having issues with the volume most likely have synced up the SLDigitaLink with the TV without changing the volume lock.


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Changing the volume lockThe UEI Delta remote is set to control the volume level of the SL DIGITALINK. Once avalid TV code is programmed the volume keys will operate the volume of the TV.However, you may change the Volume Lock settings to regain volume control of the SLDIGITALINK as follows:

Changing Volume Lock from TV to the SL DIGITALINK1. Press and hold SET until the RED LIGHT blinks twice, and then release SET.2. Enter in 9 9 3 (The Red Light will blink twice after the 3)3. Press and release the digital 1 (The Red Light will blink 4 times after pressing 1).

Changing Volume Lock from SL DIGITALINK to TV1. Press and hold SET until the RED Light blinks twice, and then release SET.2. Enter in 9 9 3 (The Red Light will blink twice after the 3). NOTE: If a valid

TV code is not programmed the RED Light will display one long blink.

3. Press and release the digit 2 (The Red Light will blink 2 times after pressing 2).

Programming SL DIGITALINK to work a Magnavox TV 1. To turn the TV off customer will need to hit a button on the remote (does not

matter which one) and then the power button to turn the TV off.

Parental Control Reset

To reset the password, enter the diagnostic menu by holding the INFO buttonfor 5+ seconds and once you are in diagnostics, press the key sequence 2, 4, 6,8 to reset the password. A message will appear on the screen as soon as thekey sequence is entered.

PIP does not function properly. The SL DigitaLink does not support PIP.


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Failed Self Install

Failed self installs occur within the first 30 days of a customer performing a self install. Whenthe customer has had the equipment less than 30 days the order is keyed as an SRO followingthe guidelines listed below. If the customer has had the equipment for more than 30 days andit has been functioning properly in their home the work order should be keyed as a ServiceRepair Call (T/C).

SRO Failed Self Install Process~

1. Verify the customer picked up the equipment over the counter or received the equipment throughthe mail. This can be done by asking the customer, viewing the work order screen in ICOMS, or byselecting the DTA Link on the CSR Landing Site.

2. Initiate an SRO order3. Update any customer information, telephone, email etc.

4. Select the failed self-install code of RFLSINCand for each non functioning DigitaLink add theRDTAC One-Time-Code.5. Campaign code SLDIGNKFL will be used to discount the charge.6. Schedule the call in an agreeable time slot for the customer.

Truck Roll Trouble Call ~

1. Customer calls in with issues regarding installation or operation of the SL DigitaLink (DTA)after aprofessional install or if the SL DigitaLink has been working successfully after a self install.

2. Complete troubleshooting steps and then determine if the call is a Trouble Call and not aFailed Self Install.

3. Be sure to offer the customer Safeguard coverage if applicable. If they decline theSafeguard coverage inform the customer of the TC charge and add the no safeguardproblem code to the work order.

4. Schedule the work order in ICOMS using standard problem codes and scheduled in anagreeable time slot for the customer. Add a contact number to the work order notes.

5. Notate the WO comments to assist dispatch.

Office Only Trouble Call

Troubleshoot as appropriate over the phone. If successful schedule and complete an officeonly trouble call. Select appropriate problem codes and complete with a DT Finding code andselect the Solution code from the standard list.


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Quick Start Guide

The following install guide is included in the SL DigitaLink kit to assist thecustomer with installation and remote control programming.


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SL DigitaLinkEnhanced Features


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SL DigitaLink Enhanced features ................................................ 59 The DigitaLink Channel List ..................................................................................................................... 59

The DigitaLink Parent Control ................................................................................................................. 59The DigitaLink Favorite List ..................................................................................................................... 62


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SL DigitaLink Enhanced features The SL DigitaLink adaptor provides customers with three of themost popular TV viewing functions: Parental Controls, Favorites and, Channel List Options.Channel List Options provide the customer with current programming. The Channel Info is nota substitute for the iGuide. Customers wishing to have the full menu of guide options willneed an Advanced Digital TV converter.

The DigitaLink Channel List

How do I use it?

1. Press the INFO button on your remote to view the channel listings.

2. Use the channel +/- to scroll between channels on the left screen.

3. View the current and future programming for the selected channel on the right screen.

4. Press 0 to view your selected favorite channels

5. Press INFO to exit

The DigitaLink Parent Control

How Do I Use It?


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1. Press and hold the ENTER button on your remote for five seconds to access the menu.

2. Select Parent Control and press ENTER.

3. Scroll to select the channel you would like to place a Parent Control lock on by highlightingthe channel and pressing ENTER.


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4. Once a channel is selected the DigitaLink will prompt you enter a four digit password.

5. Enter a password and confirm the password to lock the channel.

6. Repeat these steps for any additional channel you would like locked

7. After the lock is placed and a locked channel is tuned you will be prompted to enter your

four digit password to view, you will need to repeat this step each time a locked channel is

selected .

Parental Control Reset

To reset the password, enter the diagnostic menu by holding the INFO buttonfor 5+ seconds and once you are in diagnostics, press the key sequence 2, 4, 6,

8 to reset the password. A message will appear on the screen as soon as thekey sequence is entered.


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The DigitaLink Favorite List

How Do I Set The Channels?

1. Press and hold the ENTER button on your remote for five seconds to access the menu.

2. Select Favorite Channel and press ENTER.

3. Scroll to select the channel you would like to place as a Favorite Channel on by highlighting

the channel and pressing ENTER (note; a heart shaped icon will appear next to the channel to

mark that is set as a favorite).

4. Repeat step three for each channel you would like to set to your Favorite List.

5. Press INFO to exit.

What happens if The DigitaLink Switch Favorite Mode Is Set To ON?

This will set your DigitaLink channel +/- to only scroll though the channels that were selectedas your favorites.


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Complete SL DigitaLink Guide V2 6-8-10

Documents

Transcript of Complete SL DigitaLink Guide V2 6-8-10