Page 2 of 63

Revisions







Date

Name Source Description of Change Version
Number
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 link
information to the Landing Site
Info
2.0
Pate 29 Update to Qcode and removed no
scheduling process for self install
2.0
Page 30 Updated FAQ 2.0
Page 31 Added MDU process 2.0
Page 33 Updated dispatch order
modification process
2.0
Page 42 Added parental reset to
troubleshooting process
2.0

Page 43 Added SAP instructions for Audio
Updated failed self install process
2.0
Page 57 59 Removed coming soon from
enhanced features and added
parental code reset
2.0


Page 3 of 63

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.


Page 5 of 63

Course Overview


Purpose
The purpose of this training manual is to introduce the SL DigitaLink Adaptor and product
usage, provide up-sell sales techniques, order entry of the SL DigitaLink and provide
troubleshooting 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



Audience
The primary audience for this course includes Suddenlink retail sales, account services, and
technical support agents who support residential customers requiring installation of the SL
DigitaLink adaptors.




Prerequisites
Basic knowledge of cable service



Page 6 of 63


Course Duration
2 hours (dependent on class size)




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



Attendance
Absence 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 time
due to absence, or any tardiness time the instructor feels has caused the student to miss
important phone training material will be required to: 1) finish training at a later date when
the 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.

Page 7 of 63










Introduction to SL
DigitaLink















Page 8 of 63

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















Page 9 of 63

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 are
familiar with traditional digital services, Advanced Digital TV that requires set-top devices to
receive digital cable programming. But how many of you have heard of a new way of
receiving services that have been traditionally delivered through an analog format now being
transmitted digitally. Dont get this confused with the 2009 Digital Transmission Agreement
that 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 digital
network. This upgrade will allow us to offer additional Suddenlink Digital Home Services, and
more High Speed Internet options! Part of the upgrade technology allows us to offer service
in an all digital format in select markets. In order to facilitate this change to an all digital
format, 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 a
Suddenlink digital converter, HD/DVR, CableCARD etc., or a TV with a digital tuner (most TVs
purchased within the last couple of years have a digital tuner) will require a SL DigitaLink
converter to be connected to their TV set. This is simply a box that allows all non-digital TVs
to receive digital signals included in the Advanced TV service.
The SL DigitaLink converter allows customer to view channels in the Advanced TV (Expanded
Basic) service line up that are now delivered digitally.
The SL DigitaLink converter is not a substitute for a traditional digital
converter 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.




Page 10 of 63

Where do Advanced Digital Services and the SL DigitaLink converter fit in with all the other
ways customers receive TV signals? The table below provides a guide on how services are
received and what it takes to receive those signals.
SERVICE SIGNAL DELIVERY METHOD EQUIPMENT OPTIONS
Advanced Digital
TV
Customers receive signals in a digital format
from Suddenlink.



(Digital simulcast systems duplicate the analog
(basic) channels and simultaneously deliver
these channels in a digital format available to
customers 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 compatible
TV, receiver, TIVO, PC, or
recorder)

Any of the above set-top boxes
will decode Suddenlink digital
services and most include an IPG
interactive program guide, Music
choice selections, access to PPV,
and Video On Demand in select
markets.
Advanced TV
(Basic and
Expanded)
Customers receive signals in a digital format
from Suddenlink.

The number of channels will vary by system but
will include channels 99 and below. This may
or may not include all channels previously sent
via analog signal. See Digital Simulcast above.
SL DigitaLink converter
Digital QAM tuner TV*
(*All channel numbers will not
match Suddenlink channel
numbers.)
Analog*
(Basic)
Customers receive signals in an analog format
from Suddenlink.

Customers receive a limited number of channels
in the 0-99 range, which varies by market.
Coax connected directly to the
TV (standard tuner)
Television not connected to Suddenlink cable plant
Off 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 the
broadcast network.
Digital to Analog converter
purchased 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 digital
converter of some type will be required for any standard tuner television connected to the
Suddenlink cable plant.

Page 11 of 63

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 finally
get 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 the
digitized signal, while allowing analog tuners to continue to receive analog signals. Some systems may
broadcast all of their channels in both a digital and analog format; however the majority only places
their 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 to
broadcast up to 10 channels in that same amount of bandwidth. Each 6 MHz of bandwidth dedicated to
digital simulcast is referred to as a QAM, which is short for quadrature amplitude modulation. You
might 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 carried
together 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 experience
problems with all of those channels if there is a home wiring problem, or a headend problem. This is no
different 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 their
home will receive the digitized signal in digital simulcast market. What this means is that a customer
who 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 their
TV. Customers with a digital tuner TV may pick up the channels in a digital format, or still view them via
an 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 a
digital converter. Customers with an Advanced Digital TV converter, cable card, or DigitaLink box
connected to their televisions will receive the signal in a digital format automatically. For the majority of
customers the digital simulcast is seamless and invisible.

Page 12 of 63


What is a Forced Analog Cut Date?
A Forced Analog Cut simply means that analog channels are removed from analog broadcast. These
channels are still available in a digital format. Customers with a QAM/digital tuner TV, Advanced Digital
TV converter, cable card, or DigitaLink box can still get the channels. Those customers who are still
viewing TV on an analog set will not see the cut channels. These channels may be cut prior to or after
the simulcast start date. When these channels are cut from the analog lineup prior to the simulcast
start date that bandwidth may be used to carry the simulcast digitized channels. When the cut occurs
after the simulcast date the bandwidth may be used to add additional HD channels. Each individual
system determines the number of channels cut and when the cut will take place based upon their
bandwidth 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 removed
from the analog broadcast format. All Digital cuts may occur by node or the entire system may cut on
the 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 Advanced
Digital TV converter, cable card, QAM/digital tuner TV or DigitaLink box is required to see channels
higher than what is included in the basic (Example: channels higher than 22). Some markets may be
truly 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 All
Digital does not mean all digital when basic (Example: channels 2-22) are still available in an analog
format. After the All Digital Cut digital simulcast no longer exists for that system or node.


Page 13 of 63

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 Expanded
Basic 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 numbers
that you find on Suddenlinks channel lineups.

In the future, we hope to install software in SL DigitaLinks that will enable a few additional
features, 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 much
more.
A Suddenlink digital set-top box offers a sophisticated, interactive program guide.
It provide access to many more digital channels, beyond Suddenlinks Basic and
Expanded 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 shows
and series to watch at their convenience.









Page 15 of 63







Page 16 of 63

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


Page 17 of 63

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. And
well 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, we
have a great opportunity to talk to every existing customer. This is a wonderful
opportunity to show our appreciation for being a dedicated Suddenlink customer, and
to express our loyalty to each and every customer.

Many customers going through this transition have been with us for a long time, some
as many as 20+ years. This is our chance to build even stronger relationships with
customers and educate them about exciting advanced digital services they have never
had, or didnt know were available.

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

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


Imagine
That!

Page 18 of 63

Up Sell Transition to Advanced Digital TV Products
Your goal is to add at least one advanced digital converter (DCT, HD/DVR, or Cable Card) with
any level of advanced digital television services. CableCARDs may be installed in customer
owned 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 SL
DigitaLink transition. As you share all the great benefits of Suddenlinks advanced digital
services, make it your personal mission to close a sale on each interaction. Keep these words
in your mind CLOSE EVERYONE!
Agent:During this transition, Id like to recommend adding at least one of our digital
converters in your home. Itll change the 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 popular
networks

Up sell from Advanced TV to Advanced Digital TV Tips
After upgrading the existing customer with their new SL DigitaLink converters, look for the
opportunity 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 to
utilize in your customer interaction.
Step 1: Take care of the original need
Step 2: Ask questions to determine the opportunity to add Advance Digital TV
services
Step 3: Build value and share a personal testimony
Step 4: Ask for a commitment
Step 5: Be prepared to handle objections

Step 1 Example: Take care of the SL DigitaLink transaction
Before attempting to up sell the customer into at least one level of Advanced Digital TV
service, ensure a SL DigitaLink device is added on the customers account for every television
in the customers home.
If the customer mentions they have a concern, address the concern before attempting to up
sell the customer. Refer to the Customer Concerns section on page 10.

Page 19 of 63

Step 2 Example: Ask questions to determine the opportunity to add Advanced Digital TV
services
1. First, use a transition statement to capture the customers interest

Now that we have you set up for service on your 4 televisions, can I ask a few
questions to see if youd benefit from our advanced digital TV services, which
include more free high definition and on demand content than ever?
By the way, Suddenlink has embarked on a company-wide program calling for
an additional $350 million of capital investments in our already advanced
fiber-optic network to bring you the very best in digital entertainment. Would
you be interested in learning how you gain access to even more channels, high
definition and additional video programming?
Its been a pleasure working with you and setting you up for basic video
service on your 3 televisions today Mr. Jones. Id like to tell you about some
of our advanced digital television services, which you may find interesting.
Can I ask

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

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 remote
control?
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?



Page 20 of 63

Step 3 Example: Build value and share a personal testimony
As you discover which levels of advanced digital television services the customer is most
interested in, build the value in the services and share a personal testimony of what you
and/or other customers and employees enjoy most about them.
Youll have access to HD channels and experience a crystal clear picture, and I know
youre going to love having true HD quality on your television as much as I have on
mine.
I have two HD televisions in my home, and I can tell you my family really enjoys the
Dolby Digital 5.1 Surround Sound that makes you feel like youre in the movie. Its
amazing!
It sounds like we have similar tastes in the types of shows we watch. Speaking from
the experience of having a DVR at home, I can tell itll be your favorite service as
well!
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 me
they cant imagine life without their Video on Demand service. And I havent had an
unhappy 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 HD
experience with your big screen HD television?
Since were already scheduling an installation for 4 SL DigitaLink converters, why
dont we install our popular HD/DVR receiver to your HD television? Youll be glad
you did!
What are your thoughts on adding a DVR receiver to the television set in your living
room so you can record your favorite shows and have access to all those free hours on
demand 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 customers
account.

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


Page 21 of 63

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, and
that youre going to be extremely pleased with the VOD service as well. Since were
not 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 can
have 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 other HD set in
the future?
Since were going to be in your home installing 4 SL DigitaLink converters, can we add
one HD DVR to your installation for now? If your husband does not want to try it out
after 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 SL
DigitaLink converters on your 3 televisions today Mr. Jones. Id like to tell you about some
of our advanced digital television services, which you may find interesting. Can I ask how
many 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 love
recording on our DVR and watching all the new HD channels Suddenlink provides. In fact, we
now provide HD channels in your area, and I really believe youd enjoy watching true HD
channels on your HD televisions.

Page 22 of 63


Have you ever experience DVR service, where you have the ability to record your favorite
shows 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 like
you who have an HD television in your home. 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?

(Mr. Jones)All my favorite TV shows!

(Suddenlink Employee)I cant wait for the new TV season to start! I never miss an episode
of my favorite shows thanks to my DVR, and I record every episode in high definition. The
best part is I can catch the episode whenever its most convenient for me, and I have the
ability 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 true
HD 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 this
transition. Its a great time to consider trying them out! Why dont we go ahead and add
that service to your work order so you can enjoy an even better HD experience with your HD
televisions?

(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. Let
your wife know what were adding to your account, and dont forget to tell her we have a 30
day money back guarantee and best of all no contract is required. If you change your mind
and 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 you
can call us back if you want to make any changes?

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



Page 23 of 63

Customer Concerns

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

Customer: Im not happy with this change.
Agent:Mr./Mrs. , I can understand your concern with a change like this. My
observation 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. Our
customers with advanced digital services are even happier, as this transition is increasing the
number of High Definition channels and thousands of hours of Video On Demand content
available, 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 popular
channels to your lineup; however it does not support the guide technology at this time. In
the near future, this equipment will support the technology that provides program
information 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 provide 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 Sales
Transition to Advanced Digital TV Products section in this document.)





Page 24 of 63

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. By
and large, the 2009 transition affected only those families that received local TV stations
using rabbit ears or rooftop antennas. The digital conversion that were talking about affects
people getting TV service from Suddenlink. Our digital conversion opens the door for new and
improved services.

Who will be affected? What if I dont do anything?
Our upgrade of local technology will deliver multiple benefits and might require some
customers to obtain Suddenlink digital adapters, also known as SL DigitaLinks. We will
provide SL DigitaLinks to customers for all TV sets in their homes that require them. There
will 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 Suddenlink
TV service.
* Provide the range of channels on Suddenlink Basic TV for the area in which the customer
lives.


Page 25 of 63

** If customers ask about QAM digital tuners, let them know the following: If their TV sets
have built-in QAM digital tuners and they subscribe to both Suddenlink Basic and Expanded
Basic TV, they can view all of those channels plus HD Broadcast channels without SL
DigitaLinks. However, the channel numbers on TV sets with built-in QAM digital tuners
might not match the channel numbers on Suddenlinks lineup. If customers want the channel
numbers 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 to
determine if their TV sets have built-in QAM digital tuners by checking their owners
manuals 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 they
can order them by calling _____________* or visiting imagine.suddenlink.com. ** Customers
who 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 managers
to 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 in
which the customer lives. Also, you might want to let customers know that they should not
use www when trying to access imagine.suddenlink.com. Typing www before that Web
address 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, meaning
some customers will receive notices at different times than others.
We will send an initial letter to all Suddenlink TV customers in each area, regardless of
their 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.



Page 26 of 63

How will this transition affect my bill?
There will be no up-front and no monthly charge for SL DigitaLinks, and no near-term change
in 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 see
adjustments to their bills for some services, but those adjustments would have occurred
even without Suddenlinks digital upgrades. There will continue to be no up-front and no
monthly 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.





Page 27 of 63










SL DigitaLink
Work Order Process

Page 28 of 63

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 PROCESS
The 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 the
account 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 the
SL 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 hit
enter. The following 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 all
digital market.

In a DigitaLink market each occurrence of service must meet the requirement of having
access 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 this
code helps marketing identify which customers have upgraded to SL DigitaLink and
who has not. The code should not be removed until the customer has a SL
DigitaLink converter installed or it has been determined the customer does not
need a device. The NOCONT code will be replaced when the customer adds a
DigitaLink 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 service
codes for all video services being installed along with a 664 DIGLINK for each outlet
that does not have an Advanced Digital TV converter or CableCARD. The BBT will
determine if a QAM tuner TVs exist and install equipment accordingly. Add one time
codes for activation, additional outlets, Advanced Digital TV equipment and add a
RDTAC for each SL DigitaLinks being installed. The quantity selected of RDTACs
should match all outlets that do not contain an Advanced Digital TV converter. Follow
your regional process for scheduling your install for new services including the SL
DigitaLink equipment using your normal process and Q codes.

Note: All TVs in the home must be counted to insure the correct number of Advanced Digital
TV converters, CableCARDs, or SL DigitaLinks are included on the work order. CableCARDs
may be installed in a TIVO or TV that will accept a card. Be sure to ask the customer how
many TVs they are 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 to
that market for each occurrence of service. Quantities of equipment should match
the number of 101 or 111 occurrences being upgraded. See market specific
information 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 that
has 101 basic and 111 expanded must have an Advanced Digital TV converter or
CableCARD (Type M or S), 664, or NODTA service code. If the occurrence has a 660
digital 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 not
auto balance.



Before selecting the one-time-codes and scheduling youll need to determine how the
customer will receive their equipment. Always suggest a self-install as the preferred
installation option.

4. Go to the One Time Charges task screen and

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

Schedule the order in an agreed on installation time in the SL DigitaLink
specific Q-Code. Do not NoSchedule a work order. All work orders must be
scheduled 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 TVs
than 101 or 111s).

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



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

A. Process a service change on the account, removing the NOCONT and replacing it with
NODTA. 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 local
office, 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 install
process 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 Suddenlink
through their complex are often referred to as Bulk accounts. In some situations they may not be able
to pick up a DigitaLink at the Suddenlink retail counter.. MDU accounts fall into two categories; Bulk
Basic/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 SL
DigitaLink Field. Those customers receiving both
basic/expanded via their complex will need to pick up their
DigitaLink from their apartment manager. This is true even
if the customer is purchasing other services from
Suddenlink, 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 receive
basic only services will pick up their DigitaLinks from their manager. Those accounts will be marked with
all 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 customers
purchasing expanded basic directly from Suddenlink will pick up at the local office. The account should
be listed in the tenants name and they should be receiving a monthly bill for expanded services. They
may 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 pays
for their expanded services. This customer may pick up over the counter. If this account displayed no
paid 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 or
expanded 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 to
their complex when they move. Equipment should not be accepted at the front counter when it is
identified as being assigned to the master account associated with the complex. Equipment picked up
from the apartment complex will not have a serial number listed on the customer account equipment
screen. Customers who pick up at Suddenlink should return their equipment to Suddenlink when they
move or disconnect services with us.









Recap for MDU Bulk Accounts
Bulk basic/expanded customers should pick up equipment from their apartment
complex's management services if all 8's exist on the additional HM screen SL DigitaLink
Field
o Account may be listed as occupant or with the tenants name
o This equipment must be returned to their apartment manager
Bulk basic customers in All Digital markets that require a SL DigitaLink to receive basic
services must pickup from their apartment managerif all 8's exist on the additional HM
screen SL DigitaLink Field

o Account may be listed as occupant or with the tenants name
o This equipment must be returned to their apartment manager
Bulk basic customers who purchase expanded from Suddenlink may pick up over the
counter-
o This equipment should be returned to Suddenlink


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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-code
SSELFIN 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, verify
appropriate campaign usage andmake adjustments as needed.

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



Dispatch Functions
Trouble 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 removing
NOCONT. Do not modify phone work orders use the method shown below. Make changes to
the one time codes by adding a RDTAC code for each DigitaLink being installed. This work order
will be closed out following normal dispatch or ETA procedures. The work order should not be
closed 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 removing
NOCONT 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 in
ICOMS or the BBT may close out the work order following the normal ETA process. The work
order should not be completed as an office only.

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Billing
There is currently no monthly recurring charge for the SL DigitaLink adaptor, however if a
customer should disconnect video services the unreturned charge is $40 per unit and will
follow 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 ...................................................................................................... 39
Complex 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 Installation
Customers 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 corresponding
channel 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 be
able to see it from anywhere in the room. The SL DigitaLink can be hidden and out of
sight.
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 VCR
Use 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 the
recording 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=476or refer to the
directions 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 TV
4. 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, there
may 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 any
other number on the remote control before pressing Power in order in order for the
programming to work.



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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 IR
extender 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 will
have to cycle thru the languages (ENG -> ESP -> FRN -> ENG) and when
they 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 control 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 live
electrical 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 sure the SL DigitaLink is connected directly to the cable outlet
Make sure all the cables are firmly connected.




Issue with the volume
There 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 up
with the TV
2) Program the SL DigitaLink to sync up with the TV to control channels, volume and
turn TV off/on.

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




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Changing the volume lock
The UEI Delta remote is set to control the volume level of the SL DIGITALINK. Once a
valid 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 SL
DIGITALINK as follows:
Changing Volume Lock from TV to the SL DIGITALINK
1. 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 TV
1. 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 button
for 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 the
key sequence is entered.




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




Failed Self Install
Failed self installs occur within the first 30 days of a customer performing a self install. When
the customer has had the equipment less than 30 days the order is keyed as an SRO following
the guidelines listed below. If the customer has had the equipment for more than 30 days and
it has been functioning properly in their home the work order should be keyed as a Service
Repair Call (T/C).
SRO Failed Self Install Process~
1. Verify the customer picked up the equipment over the counter or received the equipment through
the mail. This can be done by asking the customer, viewing the work order screen in ICOMS, or by
selecting the DTA Link on the CSR Landing Site.
2. Initiate an SRO order
3. Update any customer information, telephone, email etc.
4. Select the failed self-install code of RFLSINC and for each non functioning DigitaLink add the
RDTAC 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 a
professional 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 a
Failed Self Install.
3. Be sure to offer the customer Safeguard coverage if applicable. If they decline the
Safeguard coverage inform the customer of the TC charge and add the no safeguard
problem code to the work order.
4. Schedule the work order in ICOMS using standard problem codes and scheduled in an
agreeable 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 office
only trouble call. Select appropriate problem codes and complete with a DT Finding code and
select 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 the
customer with installation and remote control programming.





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SL DigitaLink
Enhanced Features






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SL DigitaLink Enhanced features ................................................ 59
The DigitaLink Channel List ..................................................................................................................... 59
The DigitaLink Parent Control ................................................................................................................. 59
The DigitaLink Favorite List ..................................................................................................................... 62

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SL DigitaLink Enhanced featuresThe SL DigitaLink adaptor provides customers with three of the
most popular TV viewing functions: Parental Controls, Favorites and, Channel List Options.
Channel List Options provide the customer with current programming. The Channel Info is not
a substitute for the iGuide. Customers wishing to have the full menu of guide options will
need 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 highlighting
the 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 button
for 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 the
key 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 selected
as your favorites.


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