Notes

[2/4 8:51 AM] Emillene Aquino
rent HSD - ren to own modem

[2/4 8:53 AM] Emillene Aquino
power cord, coaxial cable, 

[2/4 8:54 AM] Emillene Aquino
xpg.provisioning.comcast.net

[2/4 8:55 AM] Emillene Aquino
ztp - call avoidance

[2/4 8:57 AM] Emillene Aquino
byebye - you can end the call now (only customer can end)

[2/4 8:58 AM] Emillene Aquino
accnt number, best call back number, reason of callback of customer

[2/4 8:59 AM] Emillene Aquino
adding own equipment - eintein, adding rent equipment - biller

[2/4 9:02 AM] Emillene Aquino
"im having an error here, so what i need to do is to make a ticket for.."

[2/4 9:04 AM] Emillene Aquino
for promotion- eligibility of the account,  promotion for iphone, eligibility for DPP (device payment plan),

[2/4 9:07 AM] Emillene Aquino
Termination:-not following right or skipping ITG-first ending the call (agent cannot end the call)-call avoidance



[2/4 9:35 AM] Emillene Aquino
ROADMAPPING - STARTS BEFORE ITG STARTS

[2/4 9:43 AM] Emillene Aquino
8344100010012132       -           (484) 480-6637

[2/4 9:43 AM] Emillene Aquino
HDMI - What do you seen on your screen? - No signal - wrong input

[2/4 9:44 AM] Emillene Aquino
Check biller if there is an approriate service -is the issue resolved?- ask for error message

[2/4 9:47 AM] Emillene Aquino
most of thr time there are multiple HDMI cable

[2/4 9:47 AM] Emillene Aquino
HDMI port

[2/4 9:52 AM] Emillene Aquino
8DTA - the signal we will be sending will not turn off the cable

[2/4 10:00 AM] Emillene Aquino
just to check the cables are put correctly

[2/4 10:00 AM] Emillene Aquino
unplug the HDMI for  5 seconds

[2/4 10:08 AM] Emillene Aquino
LEGACY BOX ACTIVATIONafter advise to customer to unplug HDMI for 5 seconds and plug again. mangutana if you see somethin on your screen. "NO SIGNAL". that means your tv is  not yet set to correct input. can you please grab your TV remote? please press input or source button please select HDMI 1. status code 224.  

________________________________
[2/3 12:13 PM] Emillene Aquino
return label - xfinity.com/returm (we cannot process the return label, the customers will be the one)

[2/3 12:15 PM] Emillene Aquino
SHIPMENT OPTIONS: STANDARD - $15 , PRIORITY - $29if u dont want to ship, go to local store.if you cant, i can process the shipping options(always priotitize shipment first that go to local store)

[2/3 12:16 PM] Emillene Aquino
chords, coaxial, battery,.. - party of a getting started kit

[2/3 12:22 PM] Emillene Aquino
one time charges -shipment, technician charge

[2/3 12:23 PM] Emillene Aquino
1 week no service - adjustment by range, ask when the issue started , jan24-feb3, reason: service adjustment

[2/3 12:27 PM] Emillene Aquino
transfer to billing if customer ask if there is really no justification for credit (refund)

[2/3 12:28 PM] Emillene Aquino
budget account -$70

[2/3 12:30 PM] Emillene Aquino
8993116990041762 - Comcast
4844806637
834410001012132 signal is send through ITG (refresh)
"However for you to access the on screen program guide" 15-30 mins (DCT)
-you already connected your coaxial cable
Splitter - a splitter wherein you can connect multiple equipment in a single wall outlet
Coaxial cable - it is a type round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive shielding
DTA (15-30MINS) /DCT (2HRS)- Post download- after activation, some of features doesn't work after activation, w/picture but no program guide

[2/3 12:30 PM] Emillene Aquino
XRE 1000- device disabled

[2/3 12:32 PM] Emillene Aquino
icard - let custumer input card # only

[2/3 12:33 PM] Emillene Aquino
FEBRUARY 1, 2023 -wednesday
Process for X1 - on screen activation - follow steps on the screen X1 box types: (2)
>Primary - independent box
*XG1 & XG2
*XG1V4 - DVR, bluetooth, 6 tuners (5), how many cable boxes this box can accommodate? coaxial outlet, cable wire outlet, can watch via xfinity stream app
*XG2 - NON DVR, papa box, 4 tuners (3 secondary boxes), if excess advice customer to get another primary box, light below as power
rental fee, DVR service >Secondary - cannot work without primary box / dependent box
*Xione - streaming customers only (flex), 4k, wireless
*Xi6 - 4k resolution, no coaxial cable, 
*Xi6 - wireless, internet dependent
*Xi3 - 
*XiD
*RNG150 - adapted in X1 platform but a legacy one, weather app only, no voice control, instances remote is not compatible w cable box xre /rdk error codes: we have run into a problem..
run ITG if first activation regardless if they can see error code 
is the cable box will be first time to be activated or just working fine before?
no picture/ ITG - 2 options na gamiton
pwede i turn on/off ang close captioning/subtitle 



8499106990223733


267-437-3547


X1 Activation Start-Up Screens
While the Welcome screens are displayed, the TV Box is connecting to cloud services that include the activation applications. 
Mandatory Firmware Download ScreensX1 TV Boxes with older firmware versions may show the following message: "We’re updating your TV Box to the best experience possible," along with a progress bar. When you see this screen, please allow time for the TV Box to update. It'll restart automatically when the download completes. Then, you'll be taken to the Activation Process.
If the TV Box is unable to complete the download, you'll see the following message: "Give us a call. Looks like we've run into a problem - sorry about that." If this happens, please contact us. Choose Language PreferenceAfter the TV Box has started up and any required firmware has been downloaded and installed, you can select your preferred language (English, Spanish or French). After selecting your language, the remaining activation screens will be shown in that language. Your On-Screen Guide and menus will also appear in the language. Notes:If you selected the wrong language, you can exit the activation process by pressing and holding the power button (on the front of the TV Box) for 10 seconds to restart.If you happen to get stuck on the language selection, a pop-up message will direct you to xfinity.com/unpair for instructions on resetting your remote.
Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away during the activation set-up flow.
Choose to Hear Voice Guided InstructionsYou’ll be asked if you’d like to continue using Voice Guidance. If you choose Yes, all the following activation instructions will be spoken to you. If you choose No, you’ll go through the visuals shown below.

[Yesterday 11:14 PM] Emillene Aquino
Activation ProcessEnter the last four digits of any phone number listed on your Xfinity account. Use the number keys or directional pad on your remote to enter numbers.If you’re having trouble using the last four digits of a phone number, you can select the Verify another way button to verify via text message or by entering your account information and phone number.
-Use the number keys or directional pad on your remote to enter numbers. Please be sure you’re pointing your remote directly at the TV Box and are less than ten feet away.Verify via text message and verification code.Verify with account information and phone number.You’ll automatically be taken to the next step of the set-up process once your account information has been verified. Please note that if you’ve already activated one X1 box in your home, you may not need to verify your information again. See the X1 Device Single Authentication section below.Note: If we're unable to validate your device and account information, a message will appear and you'll need to contact us to complete the activation process.For some TV Box types, X1 service will activate quickly; however, other TV Box types may take up to 10 minutes. You'll see similar messages to the one below providing helpful tips while using X1.
“Downloading your Main Menu. Once activation is complete, press the Xfinity button on your remote to find your Guide, DVR, On Demand and more.”Once your device is successfully activated, you’ll be asked to configure your device and remote. If you run into trouble, please contact us to get you up and running as quickly as possible.