Spectrum Products and Services

VER 2221.1

Charter CommunicationsWho We Are:• A Fortune 80, leading broadband connectivity company and cable operator.

What We Offer:• Advanced video, high-speed Internet, and telephone services under the Spectrum Brand.

Where We Serve:• 41 states providing service to more than 30 million residential and business customers.

Our Mission:• To provide value to our customers. We do this every day by offering high-quality

entertainment and communication services while continually improving customer care through the commitment of our 98,000 employees nationwide.

Deliver Exceptional Customer Experience:• Focus on delivering the highest value to our customers, always with a sense of

urgency• We strive to provide the best products and services and we stand behind everything

we do• Our continued success depends on exceeding the expectations of our customers

General Business ConductYou play a critical role in our ongoing efforts to continue that positive trend. To that end, you are expected to embrace Charter’s customer service philosophy by following these tenets:

• Always take appropriate action to address a customer’s concerns or needs and transform the customer experience

• Treat the customer with the utmost respect and dignity

• Always behave professionally

• Ensure that the customer’s experience is exceptional before ending an interaction

• If the opportunity arises, sell Charter ’s products and services to an existing or potential customer

• NEVER misuse or improperly disclose confidential customer information or purposely recordfalse customer information

• Comply fully with the law and Charter ’s policies to secure new customers, retain existing customers, upgrade services, or disconnect services

REMEMBER: You are a Charter Ambassador

Doing Business the Right Way

Some Guidelines to Follow:

Doing Business the Right Way

Spectrum Coverage

S P E C T R U M T V ®

P R O D U C T I N F O

Why Spectrum TV®?

With Spectrum TV®, your favorites are on anytime, anywhere. Watch movies, the latest shows, sports and live TV on multiple devices at the same time.

• All equipment comes H D ready

• 200+ H D Channels available. Channel lineups can be found at• https://www.spectrum.com/browse/content/new-channel- lineup.html

• On Demand Choices

– Access to thousands of movies and show available at any given time, many in HD, many of them free; selections refreshed weekly

– Watch whenever you want, on YOU R schedule

– Pause, rewind, stop

– Premium Channels On Demand - HBO, Showtime, TMC, and Starz customers get associated shows On Demand

– Optional “Subscription on Demand” services include Disney Family Movies, Howard TV, Too Much for TV, WWE 24/7, Anime, Karaoke

• Interactive Program Guide

• Pay-Per-View

• Access to Spectrum TV® App

• 45+ DigitalMusic Channels

Sample of Spectrum TV® Product Choices

Spectrum TV® Select

• Core TV Product with 125+ channels including local channels, networks, plus favorites

• ESPN, The Disney Channel, Discovery® Channel, CNN, Lifetime®, Food Network, MTV, TLC & USA

Network

Spectrum TV® Silver

• Super Value with 175+ channels including Digi Tier 1- 50 additional family based channels

• 2 premium Networks - H BO and Showtime

Spectrum TV® Gold

• Best Value with 200+ channels including Digi Tier 2 - 25 additional sports related channels

• 3 additional premium Networks – Starz, Starz Encore and The Movie Channel

Spectrum TV® Mi Plan Latino

• 145+ total channels, 80 in Spanish including Discovery en Español, ESPN Deportes, Fox Deportes,

C NN en Español and History en Español (channels vary by markets)

• Can be made into a Silver or Gold package and/or add in place of Spectrum TV ® Select

Spectrum TV® A la carte OptionsH D Receiver

DVR Service

$8.99 each permonth

$12.99 per month ($4.99 per month for 12 months when bundled)

Multi- DVR Service $19.99 per month (up to 4 TVs, $9.99 per month for 12 months when bundled)

Latino View $9.99 per month

➢ 80 channels; for customers interested in both the language and the culture (not available in all markets)

Sports Pack $5.00 per month

➢ 12 sports channels including NFL Network, NFL RedZone, Golf Channel and NHL Network

Digi Tier 1 $12.00 per month

➢ 50 additional channels including Discovery Life, Cooking Channel, ESPNU, Nat Geo Wild, BBC World News, DIY Network, Nick Jr., Universal Kids, NFL Network, CBS Sports Network

Digi Tier 2 $12.00 per month

➢ 25 additional channels including NFL Network, Discovery Family, Destination America, Crime and Investigation

Silver TV package $30.00 (over TV Select)

➢ +50 channels of family and entertainment including HBO and Showtime

Gold TV Package $20.00 (over TV Silver)

➢ +25 channels including Silver channels, Starz, Starz Encore and The Movie Channel

Premiums $15.00 /ea per month ---

$ 9.99/ea per month ---

$ 5.99/ea per month ---

HBO, Showtime

Starz, Cinemax, TMZ

Starz Encore, EPIX

** Please don’t forget to tell your customer that Taxes and Fees are not included,

Taxes and fees vary depending on their city and state. They will receive an itemized breakdown upon

receiving their first month’s bill. **

International Tiers OptionsJade World View

Mandarin ViewView*

Taiwanese View

Vietnamese View

Hindi ViewPremium

Hindi View

Punjabi View*

Russian View

Russian ViewPremium

Japanese View

Filipino View

Latino View

$24.99 per month (TVB Drama*, TVB News, TVB1 Cantonese, TVB E Cantonese, TVB, News CTI, CCTV4 )

$9.99 per month (CTI, CCTV4, Phoenix NA, Phoenix Info News)

$9.99 per month (ETTV China, ETTV Drama, ETTV Financial News, ETTV Global, ETTV Yoyo)

$9.99 per month (SBTN,TVBV)

$29.99 per month (Zee TV, Sony Entmt ,TV NDTV, 24X7 Willow TV, TV Asia, ABP, News ITV Gold)

$14.99 per month (SET Asia, Zee TV, NDTV 24X7 )

$4.99 (JUS, Punjabi, Willow TV)

$9.99 (Channel One Russia, NTV America, RTR, Planeta, Rossiya24)

$14.99 (Channel One Russia NTV America RTR Planeta Rossiya24 RTN RTVi TV1000 Kino CTC, Dom Kino (NY Only) Muzika Pervogo (NY Only) Vremya (NY Only) )

$14.99 (TV Japan)

$19.99 (GMA, Pinoy ,TFC, GMA Life, GMA News Lifestyle, GMA Audio, DZBB, DWLS)

$9.99 per month(80 channels; for customers interested in both the language and the culture

*Network availability may vary by location.

Spectrum TV® Premium ChoicesWith premium channels like HBO®, SHOWTIME® and Starz® you'll have access to a variety of movies

and original shows. Get ready to be entertained!

Spectrum TV Silver includes:

HBO

Showtime

*Up to 22 channels, HBO On Demand and

*Up to 9 channels, Showtime on Demand and

Spectrum TV Gold includes HBO, Showtime and :

The Movie Channel

Starz

*Up to 7 channels and TMC On Demand

*Up to 14 channels, Starz on Demand and

Starz Encore Up to 15 channels, Starz Encore On Demand

Cinemax and EPIX are available a la carte*Number of channels varies by market

Why Spectrum TV® App?With the Spectrum TV App, access your full TV lineup and up to 50,000 On Demand movies in your home

on your mobile and connected devices, including phone, tablets, Xbox One and Samsung Smart TV.

• Enjoy 200+ live TV channels and up to 50,000 On

Demand shows and movies on any device.

Channel lineups subject to change.

• Watch your favorite shows on the go, 80+ digital

channel apps available.

• Enjoy live TV and On Demand shows on any

computer, a feature that’s included with your

Spectrum TV service.

• Use the video web portal at SpectrumTV.com and

start streaming.

Alternative Equipment OptionsSpectrum TV App for Samsung

• Up to 300 Live TV channels (lineup varies by area and customer's subscription package) available for in-home access

• Live TV mini guide (same scrolling guide used by Spectrum TV Apps on tablets and smart phones), which can be

filtered by favorite channels, recently watched channels or genre

• Landing page (main menu). The app now opens with the last tuned live TV channel playing in a scaled video window.

• Enhanced Search Feature to find your favorite programming

• Access to Free and Subscription Video On Demand (movies, TV shows, and extras) content

• Since Spectrum TV for Samsung has been designed to work on a television, Spectrum TV App features such as Remote

DVR Manager, Set-Top Box remote control and extended Interactive Program Guide (IPG) are unavailable

Bundle Pricing

TV Select+ Internet + Voice

$102.97/month

+$30/month +$50/month

Select Silver Gold

Bundle Pricing Breakdown

Select

Total:

+

+

$12.99

$102.97

$12.99

$122.97 $144.97

$12.99

Spectrum Bundles

Spectrum TV® Select

✓ 125+ Channels Including Free H D

Spectrum Internet®

✓ Speeds starting at 100 Mbps

Spectrum Voice®

✓ Unlimited local and long distance calling in the U.S., to Canada, Puerto Rico, Mexico, and more

❖ Up to $500 contract buyout

❖ Discounted DVR service

❖ $122.97/month Year 2

$102 97/mo

for 12 mos when bundled*

Spectrum TV® Silver

✓ 175+ Channels Including Free H D

✓ Includes HBO, Showtime, Nick Jr. and more

✓ Watch HBO Go & Showtime Anytime

Spectrum Internet®

✓ Speeds starting at 100 Mbps

$132 97/mofor 12 moswhen bundled*

❖ TV Select plus Digi Tier 1

❖ Up to $500 contract buyout

❖ Discounted DVR service

❖ $152.97/month Year 2

✓ Speeds starting at 100 Mbps

97/mo$152 for 12 mos

when bundled*

❖ TV Silver plus Digi Tier 2

❖Up to $500 contract buyout

❖ Discounted DVR service

❖ $172.97/month Year 2

Spectrum TV® Gold

✓ 200+ Channels Including Free H D

✓ All Silver channels plus Starz, The Movie Channel, and more

✓ Watch HBO Go, Showtime Anytime & Starz App

Spectrum Internet®

Spectrum Voice®

✓ Unlimited local and long distance calling in the U.S., toCanada, Puerto Rico, Mexico, and more

Spectrum Voice®

✓ Unlimited local and long distance calling in the U.S., toCanada, Puerto Rico, Mexico, and more

Spectrum TV® Mi Plan Latino Bundle Pricing

$34.99/month

Year 1

+$30/month

+$50/month

Mi PlanLatino

+

$69.98/month

Year 1

Mi Plan Latino

Spectrum TV® Mi Plan Latino Bundle Pricing Breakdown

Total:

Mi Plan Latino

+

Spectrum TV® Mi Plan Latino

Total of ~ 145+ Channels

• Over 80 Spanish Language Channels

• 35+ popular English language networks

• Limited Basic (Public, Educational, and

Government) Service

• Replaces Spectrum TV® Select

• Total Channels and line-up will vary slightly by Market

• Can get International Tiers, a la carte Premiums, Digi

Tiers, and TV Silver/TV Gold

• Mi Plan Latino Packages require a Digital Receiver

Spectrum TV® Mi Plan Latino¡Hola! TV Cubaplay Mexicanal TV Chile

¡Sorpresa! TV De Película Mexico 22 TVE Internacional

Antena 3Internacional De Película Clásico Multimedios TVV (Venezuela)

Aplauso TV Discovery en Español Nat Geo Mundo Ultra Cine

Atres Series Discovery Familia NBC Universo Ultra Clásico

AyM Sports Disney XD (SAP) Pasiones Ultra Docu

Azteca Ecuavisa Internacional RCN Nuestra Tele Ultra Familia

BabyFirstTV (SAP) El Rey Network Semillitas Ultra Fiesta

BabyTV (SAP) ESPN Deportes Super Canal Ultra Kidz

Latino ViewTier

(80 canales)

Bandamax

beIN SPORTS

beIN SPORTS Español

Estrella TV

Estudio 5

EWTN en Español

SUR Perú

Tarima

TBN Enlace USA

Ultra Macho

Ultra Mex

Univisión tlnovelas

Canal 22 Mexico FOROtv Tele El Salvador Video Rola

Canal Once FOX Deportes TeleFórmula ViendoMovies

Canal Sur FOX Life TeleHit WAPA América

Caracol Internacional Galavisión TeleHit Urbano

Cartoon Network (SAP) GOL TV Telemicro

CentroAmerica TV HISTORY en Español Telemundo

Cine Mexicano HITN TeleN

Cine Sony Hogar TV Televisión Dominicana

Cinelatino Inglés Para Todos Tr3s

CNN en Español Kids Street TUDN

AMC Disney Channel HGTV SyFy

Animal Planet Disney Jr. History TBS

A&E E! Investigation Discovery TLC

Inglés

(35 canales)

BET

Bravo

Boomerang

Food Network

Freeform

FX

MTV

National Geographic

Nickelodeon

TNT

TV Land

USA

Cartoon Network FXX Nick Jr The Weather Channel

Comedy Central Hallmark Oxygen VH1

Discovery Channel Hallmark Movies Paramount

Limited Basic

Spectrum Lifestyle Pricing

$29.99/month

Year 1

+$30/month

+$50/month

Lifestyle +

$64.98/month

Year 1

Spectrum Lifestyle TVTotal of ~ 70 Basic and Entertainment Channels

• Over 20 Limited Basic (Public, Educational, and

Government) Service

• 50 Popular Entertainment Channels

• Replaces Spectrum TV® Select

• Total Channels and line-up will vary slightly by

Market

• Can get International Tiers, a la carte Premiums, Digi

Tiers, and TV Silver/TV Gold

• Lifestyle Package requires a digital Receiver

• Only available in certain areas

Spectrum Lifestyle TV

DVR Pricing

S P E C T R U M IN T E R N E T ® P R O D U C T I N F O

Why Spectrum Internet®?Fast Internet starting speeds for the price plus enough bandwidth for the whole family to surf, stream, game and more.

▪ Starting speeds of at least 100 Mbps with no data caps in 99% of Spectrum markets

▪ Increased speeds with Spectrum Internet Ultra and Spectrum Internet Gig Speeds available by market

▪ Upload photos, download files, stream videos, game online all at the same time

▪ FREE Security Suite – antivirus software for coverage on 10 computers downloadable at spectrum.net

▪ Add fast in-home Wi-Fi for increased range. Wi-Fi Activation Fee (One-Time Charge): $9.99 and Monthly Lease Fee of: $5.00 per month

▪ Supports all your connected devices

▪ 7 email accounts

▪ Spectrum.net - personalized TV and On Demand listings, sweepstakes, news, local weather, Yellow Book listings

▪ Free cable modem

▪ 24/7 Tech Support

Spectrum Internet®

+$20/month$49.99/month

S P E C T R U M V O IC E ® P R O D U C T I N F O

Spectrum Voice®

$12.99/mo*

*for 12 mos when bundled

Why Spectrum Voice® ?

With Spectrum Voice®, get reliable service without added fees or dropped calls.

• Unlimited local and long distance calling in the U.S., to

Canada, Puerto Rico, Mexico and more

• Up to 28 popular calling features

• Directory Assistance, Readable Voicemail, Private Listing

and more

• Voice Online Manager – manage your home phone from

anywhere, at home or on the go

• Emergencies - 911 can locate your house when calling

from your home phone

• Keep your current phone number

• No added taxes or fees!

** Please get a valid email address from all your customers, as they must E-Sign for TPV and ELOA**

Spectrum Voice® International

Spectrum Voice International option includes calls to 70 additional destinations:

Myth: Cell phones can do everything home phones can do.

Fact: With Spectrum Voice®, you get more reliable coverage with many free features.

Argentina Australia Austria Bahamas Bangladesh Bermuda Bolivia Brazil Bulgaria ChileChina Colombia Croatia Costa Rica CyprusCzech Republic Denmark Dominican RepublicEl Salvador

Finland Grace Germany Greece Guatemala Hong Kong Hungary Iceland India Indonesia IranIreland Israel Italy Japan LebanonLuxembourg Malaysia Malta Martinique

NetherlandsNetherlandsAntillesNew Zealand Nigeria Norway Pakistan Panama Paraguay Peru Philippines Poland Portugal Romania Russia Singapore Slovakia Slovenia South Africa South Korea

Spain Sweden Switzerland Syria Taiwan Thailand TurkeyUnitedKingdom Uruguay Venezuela Vietnam

Best Practices - Showing Value

VALUE, VALUE, VALUE

- Show value in our phone and why, or how, it can help the customer.

- (Ex: The phone can be used as a fax line which can help with their home based office work.)

-Don’t just list features, instead find out which ones would benefit the customer and present those

options.

- Our phone service breaks down to 33 cents/per day for new customers.

- (Ex: For 33 Cents a day the customer can have the peace of mind knowing their children have

access to a phone with Enhanced 911)

- Spectrum’s home phone has great call quality and is not effected by the weather.

- (Ex: Some customers can have spotty cell service and poor reception in areas of their house).

Examples of Phone Benefits for the Customer

Caller IDGood for families that get a lot of spam

calls

Anonymous Call RejectionDon’t have to worry about numbers

you’re notfamiliar with

Enhanced 911Great for small kids or elderly

Caller ID on TV (with Digital TV)* Sports fans or heavy TV watchers for no

interruptions

Forward Calls When BusyHouse moms or dads

Call HistoryEveryone or parents keeping track of

kids. Taking away cell phones

Forward All CallsEveryone

International Calling Plans People with friends or family in a

different country

Answer AnywhereTeens or college students busy adults

Caller ID on PC*Working from home or college students

Outbound Caller ID Blocking VIP Ring* (Distinctive Ringtones)

Call Waiting With Caller IDwork from home adults

Selective CallBlockingFamilies

611 Spectrum HelpElderly customers

Call WaitingEveryone

Charge Call Blocking OptionsFamilies with children or Elderly

Speed DialElderly can have their family on speed

dial

Other Techniques

TopDown Selling

-Even if a customer initially asks for a package without phone; still present a TV, Internet

and Home Phone option.

-Don’t limit your opportunity without finding out the customers true objections and needs.

Ex: “Mrs. Smith I understand you originally stated you did not need a phone however I still want

to present you with a package that gives you and your family the best value.”

RECAP WITH YOUR CUSTOMER

- Tell the customer what to expect on their first bill. This will prevent a customer from being

surprised and avoids cancellations.

Ex. The customer should know that the phone is included in their TV, Internet and Home

Phone package and they will see an itemized price for it. This is not an additional charge and is

only showing an itemized bundle price.

*Do not tell the customer that the phone is FREE if you are selling a bundled package!!!

S P E C T R U M B U N D L E S A N D P R I C I N G

Spectrum Bundle Pricing

Spectrum TV ® Select + Spectrum Internet® $89.98/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select

Up to $500 contract buyout

Discounted DVR service

$109.98/mo Year 2

Spectrum TV ® Select + Spectrum Voice® $57.98/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select$67.98/mo Year 2

Spectrum Internet® + Spectrum Voice® $62.98/mo for 12months

$77.98/mo Year 2

Spectrum TV ® Select $44.99/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over TV Select

$54.99/mo Year 2

Spectrum Internet® $49.99/mo for 12 months

$64.99 Year 2

Spectrum TV® Mi Plan Latino Bundle PricingSpectrum TV® Mi Plan Latino + Spectrum Internet®

+ Spectrum Voice ®

Spectrum TV® Mi Plan Latino + Spectrum Internet®

Spectrum TV® Mi Plan Latino + Spectrum Voice ®

Spectrum TV® Mi Plan Latino

$82.97/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select

Up to $500 contract buyout

Discounted DVR service

$102.97/mo Year 2

$69.98/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select

Up to $500 contract buyout

Discounted DVR Service

$89.98/mo Year 2

$47.98/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select

$57.98/mo Year 2

$34.99/mo for 12months

+$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select

$44.99/mo Year 2

W H Y C H O O S E S P E C T R U M A N D C O N T R A C T B U Y O U T

Why Customers Choose Spectrum?No Contracts

• Customers do not have to worry about Early Termination Fees

30-Day Money-Back Guarantee

• If for any reason you are not satisfied with a Spectrum service within the first 30 days, we'll give you your

money back

Local Cable Stores

• Convenient for customers for equipment exchanges or to pay a bill

3 Great Products 1 Bill

• Makes it convenient for customer to pay on one bill and not have to remember to pay separate bills

Reliable Services

• No need to worry about weather interfering with the service

Installation

• One install fee for 1, 2 or 3 products $49.99

Contract Buyout up to $500

• New Triple Bundle and Double Bundle customers! Customer must provide proof of ETF from competitors

• Existing qualified Double Bundle customers

Contract Buyout Offer

Offer Strategy – Contract BuyoutGoal: Encourage Prospects and Non‐Video existing customers to sign up for TV, Internet and Home Phone

Strategy: Eliminate obstacle of having to pay an early termination fee from a competitor’s contract

Eligibility

• New Triple Bundle and Double Bundle (TV and Internet) customers only

• Existing Non‐Video Customers upgrading to TV, Internet and Home Phone

• Customers are eligible for up to $500 contract buyout reimbursement per account

• Early termination fees may be from more than one competitor but not to exceed $500 per account

Redemption

• Complete online form visiting spectrum.net>Settings>My Account or visiting links on next slide

• Customer must submit (online, e‐mail or US Mail) required paper work to Charter within 60 days of installation

• Completed redemption form (English or Spanish versions downloadable from spectrum.com/mycheck)

• Final competitor statement(s) that clearly lists the ETF(s)

Fulfillment

• Eligible customers receive paper contract buyout check two to three weeks after all required redemption

materials were received by Charter. (Customers required to maintain Charter services through the check issuance process).

Contract Buyout Continued

Representatives may not submit the C B O form on behalf of customers

The customer must be advised of all required redemption materials and

that payment will be sent 2-3 weeks after successful processing of the

request

The customer must be given the applicable link to the C B O Web site:

• English: https://www.spectrum.com/contract-buyout

• Spanish: https://www.spectrum.com/content/dam/spectrum/residential

/en/pdfs/contract-buyout/Spanish_CBO%20Form.pdf

Contract Buyout Qualifying Customer

Customer Follow-Up

Spectrum’s Order Process

Spectrum Order ProcessTo get started, direct customers to your ACN personal website.

They will click on Services, and then under Residential Services, click on Bundles.

Once on the Bundles page, they should click on the Learn More button under the Spectrum section.

Spectrum Order Process

Customers should then click on the Check Availability button to progress into the order system.

Spectrum Order Process

Customers will enter their information and click “Search” to check service availability, view packages, and start the order process.

*Service through ACN may not be available in all zip codes, in order to maximize customer experience.

When an Online Order Might not Complete

Some customers’ orders may not complete online, and they will receive an error message. If

this happens, please call the number presented with the order with your customer and provide

Sales ID: 24887 to complete the order. Please note, Spectrum agents may not recognize ACN

or your IBO ID Number, however, you will retain credit for the order.

Some reasons why an order may not complete online:

• Past due balance at an address

• Customer has outstanding balance with Spectrum

• Abandoned Address (previous tenant’s service is still active)

• Equipment not turned in from customer’s previous account

Contact Information Sales Support (Charter Territory)(866)820-8722Hours of Operation – 7AM-11PMCST*Closed Thanksgiving &Christmas

Sales Support (Time Warner Territory)(855)392-9910Hours of Operation – 7AM-12AMCST*Closed Thanksgiving &Christmas

Sales Support (Bright House Network Territory)(866)673-6274Hours of Operation – 7AM-10PM CST*Closed Thanksgiving &Christmas

Serviceability (844)610-5092Hours of Operation – 24 Hours

1. Dial 855-392-9910 or only the number the Retail Portal presents on the screen.

2. State you are with Spectrum Authorized Partner ACN and give the correct Sales ID of 24887.

3. Explain that you have a customer who would like to place an order for Spectrum services.

4. Give the zip code of the customer to help identify if you’ve reached the correct Sales Support number. Example: TWC Sales Support reps can only help with orders from a TWC market. If the customer is in a Charter market, they should be able to reference the Charter Sales Support number and get you to the correct place. Same with former Bright House Network customers

Build Your Business with Spectrum

Why Sell Spectrum Bundles?

Convenience and savings for your customers • Multiple services at one low price• One order, one bill• No contracts

High-value customers• One bundle customer = Up to 4 Customer Points• 2 Services• Combined higher commission value

How Do I BuildMy Business with Spectrum?

• Spectrum TV – 2 Points• Spectrum Internet – 1 Point• Spectrum Home Phone – 1 Point• 2 Year Residual Income