Spectrum Products and Services

VER 2221.1 Charter Communications Who 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 Conduct You 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 thesetenets:

• 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 record false 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 SPECTRUM TV® PRODUCT INFO 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 HD ready

• 200+ HD 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 YOUR 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 - HBO 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, CNN 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 Options HD Receiver $8.99 each permonth DVR Service $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 TVSelect) ** Please don’t forget to tell ➢ +50 channels of family and entertainment including HBO and Showtime your customer that Taxes Gold TV Package $20.00 (over TVSilver) and Fees are not included, Taxes and fees vary ➢ +25 channels including Silver channels, Starz, Starz Encore and The Movie Channel depending on their city and state. They will receive an Premiums $15.00 /ea per month --- HBO, Showtime itemized breakdownupon $ 9.99/ea per month --- Starz, Cinemax, TMZ receiving their first month’s bill. ** $ 5.99/ea per month --- Starz Encore,EPIX International Tiers Options JadeWorld View $24.99 per month (TVB Drama*, TVB News, TVB1 Cantonese, TVB E Cantonese, TVB, News CTI, CCTV4 ) Mandarin ViewView* $9.99 per month (CTI, CCTV4, Phoenix NA, Phoenix Info News) Taiwanese View $9.99 per month (ETTV China, ETTV Drama, ETTV Financial News, ETTV Global, ETTV Yoyo) Vietnamese View $9.99 per month (SBTN,TVBV) Hindi ViewPremium $29.99 per month (Zee TV, Sony Entmt ,TV NDTV, 24X7 Willow TV, TV Asia, ABP, News ITV Gold) Hindi View $14.99 per month (SET Asia, Zee TV, NDTV 24X7 ) Punjabi View* $4.99 (JUS, Punjabi, Willow TV) Russian View $9.99 (Channel One Russia, NTV America, RTR, Planeta, Rossiya24) Russian ViewPremium $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) ) Japanese View $14.99 (TV Japan) Filipino View $19.99 (GMA, Pinoy ,TFC, GMA Life, GMA News Lifestyle, GMA Audio, DZBB, DWLS) Latino View $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 Choices With 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 *Up to 22 channels, HBO On Demand and Showtime *Up to 9 channels, Showtime on Demand and

Spectrum TV Gold includes HBO, Showtime and : The MovieChannel *Up to 7 channels and TMC On Demand Starz *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 TVservice.

• Use the video web portal at SpectrumTV.com and start streaming. Alternative Equipment Options Spectrum 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

Select Silver Gold

TV Select + Internet + Voice +$30/month +$50/month $102.97/month Bundle Pricing Breakdown

Select

+

+ $12.99 $12.99 $12.99

Total: $102.97 $122.97 $144.97 Spectrum Bundles

Spectrum TV® Silver Spectrum TV® Gold ✓ 200+ Channels Including Free HD Spectrum TV® Select ✓ 175+ Channels Including Free HD ✓ All Silver channels plus Starz, The ✓ 125+ Channels Including Free HD ✓ Includes HBO, Showtime, Nick Jr. and more Movie Channel, and more ✓ Watch HBO Go & Showtime Anytime ✓ Watch HBO Go, Showtime Anytime Spectrum Internet® & Starz App ✓ Speeds starting at 100 Mbps Spectrum Internet® Spectrum Internet® ✓ Speeds starting at 100 Mbps ✓ Speeds starting at 100 Mbps Spectrum Voice® ✓ Unlimited local and long distance Spectrum Voice® Spectrum Voice® calling in the U.S., to Canada, Puerto Rico, Mexico, and more ✓ Unlimited local and long distance ✓ Unlimited local and long distance calling in the U.S., toCanada, Puerto calling in the U.S., toCanada, Puerto Rico, Mexico, and more Rico, Mexico, and more 97/mo $102 for 12 mos 97/mo 97/mo when bundled* $132 for 12 mos $152 for 12 mos when bundled* when bundled*

❖ Up to $500 contract buyout ❖ TV Select plus Digi Tier 1 ❖ TV Silver plus Digi Tier 2 ❖ Discounted DVR service ❖ Up to $500 contract buyout ❖ Up to $500 contract buyout ❖ $122.97/month Year 2 ❖ Discounted DVR service ❖ Discounted DVR service ❖ $152.97/month Year 2 ❖ $172.97/month Year 2 Spectrum TV® Mi Plan Latino Bundle Pricing

Mi Plan Mi Plan + Latino Latino

$34.99/month $69.98/month +$30/month Year 1 Year 1 +$50/month Spectrum TV® Mi Plan Latino Bundle Pricing Breakdown

Mi Plan Latino

+

Total: Spectrum TV® Mi Plan Latino

Total of ~ 145+ Channels

• Over 80Spanish 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 TVSilver/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 Bandamax Estrella TV SUR Perú Ultra Macho Latino ViewTier beIN SPORTS Estudio 5 Tarima Ultra Mex (80 canales) beIN SPORTS Español EWTN en Español TBN Enlace USA Univisión tlnovelas Canal 22Mexico 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 BET Food Network MTV TNT Inglés Bravo Freeform National Geographic TV Land (35 canales) Boomerang FX Nickelodeon USA Cartoon Network FXX Nick Jr The Weather Channel Comedy Central Hallmark Oxygen VH1 Discovery Channel Hallmark Movies Paramount

Limited Basic Spectrum Lifestyle Pricing

Lifestyle +

$29.99/month $64.98/month +$30/month Year 1 Year 1 +$50/month Spectrum Lifestyle TV Total of ~ 70 Basic and Entertainment Channels

• Over 20 Limited Basic (Public, Educational, and Government) Service

• 50 Popular EntertainmentChannels

• 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 TVSilver/TV Gold

• Lifestyle Package requires adigital 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 ® PRODUCT INFO 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®

$49.99/month +$20/month S P E C T R U M V O IC E ® PRODUCT INFO 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:

Argentina Finland Netherlands Spain Australia Grace Netherlands Sweden Austria Germany Antilles Switzerland Bahamas Greece New Zealand Syria Bangladesh Guatemala Nigeria Taiwan Bermuda Hong Kong Norway Thailand Bolivia Hungary Pakistan Turkey Brazil Iceland Panama UnitedKingdom Bulgaria India Paraguay Uruguay Chile Indonesia Peru Venezuela China Iran Philippines Vietnam Colombia Ireland Poland Croatia Israel Portugal Costa Rica Italy Romania Cyprus Japan Russia Czech Republic Lebanon Singapore Denmark Luxembourg Slovakia Dominican Malaysia Slovenia Republic Malta South Africa El Salvador Martinique South Korea

Myth: Cell phones can do everything home phones can do. Fact: With Spectrum Voice®, you get more reliable coverage with many free features. 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 ID Anonymous CallRejection Enhanced 911 Good for families that get a lot of spam Don’t have to worry about numbers Great for small kids or elderly calls you’re notfamiliar with

Caller ID on TV (with Digital TV)* Call History Forward Calls When Busy Sports fans or heavy TV watchers for no Everyone or parents keeping track of House moms or dads interruptions kids. Taking away cell phones

International Calling Plans Forward All Calls Answer Anywhere People with friends or family in a Everyone Teens or college students busy adults different country

Caller ID on PC* Outbound Caller ID Blocking VIP Ring* (Distinctive Ringtones) Working from home or college students

Call Waiting With Caller ID Selective CallBlocking 611 Spectrum Help work from home adults Families Elderly customers

Speed Dial Call Waiting Charge Call Blocking Options Elderly can have their family on speed Everyone Families with children or Elderly 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 AND PRICING 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 12 months +$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 Pricing

Spectrum TV® Mi Plan Latino + Spectrum Internet® $82.97/mo for 12months

+ Spectrum Voice ® +$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

Spectrum TV® Mi Plan Latino + Spectrum Internet® $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

Spectrum TV® Mi Plan Latino + Spectrum Voice ® $47.98/mo for 12 months +$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select $57.98/mo Year 2

Spectrum TV®Mi Plan Latino $34.99/mo for 12months +$30/mo for TV Silver & +$50/mo for TV Gold over MPL Select $44.99/mo Year 2 WH Y C H OOS 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-BackGuarantee • 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 GreatProducts 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 Buyout Goal: 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 andInternet) 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 orSpanish 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 CBO 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 CBO 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 Process To 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)820-8722 Hours of Operation – 7AM-11PMCST *Closed Thanksgiving &Christmas 1. Dial 855-392-9910 or only the number the Retail Portal presents on the screen. Sales Support (Time Warner Territory) 2. State you are with Spectrum Authorized (855)392-9910 Partner ACN and give the correct Sales ID of 24887. Hours of Operation – 7AM-12AMCST *Closed Thanksgiving &Christmas 3. Explain that you have a customer who would like to place an order for Spectrum services. Sales Support (Bright House Network Territory) 4. Give the zip code of the customer to help (866)673-6274 identify if you’ve reached the correct Sales Support number. Example: TWC Hours of Operation – 7AM-10PM CST Sales Support reps can only help with *Closed Thanksgiving &Christmas orders from a TWC market. If the customer is in a Charter market, they Serviceability should be able to reference the Charter (844)610-5092 Sales Support number and get you to the Hours ofOperation – 24 Hours 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 Build My Business with Spectrum?

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