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CR Ticket #CR081751669
CB: (267)296-3414
Acc: 8499100081423013
Issue/Resolution: modem repair-no connectivity,ran itg for connectivity issues,issue resolved,mobile activation,transferred to mobile care department,educated cx to wait in line for the next agent to answer the call,EOC
Y
------------------------------------------------
Roj talked to caller do not want to disclose his name
CR Ticket #CR081805710
CB: (413)701-2600
Acc: no account pulled up
Issue/Resolution: cable box problems,cx can't provide complete details because he is just a patient,educated cx that we can't fix his problem if we can't pull up the account,cx will just ask a hospital staff to call in for him,EOC
1233 main st holyoke massachusetts,01040
------------------------------------------------
Roj talked to Nicholas-flex box
CB: (484)624-2578
Acc: 8299400451559335
Issue/Resolution: wants to get a modem from xfintiy,educated cx to get at local store or I can ship it to him,provided adress and store schedule,EOC
Y
------------------------------------------------
Roj talked to Sabrina Wright
CR Ticket #CR081756139
CB: (240)706-0551
Acc: 8299700051525176
Issue/Resolution:inquiry about her bill-answered,modem repair,ran itg for connectivity issues but area is under outage, educated cx about the outage and advised to use xfinity app to request a callback from us after the outage,EOC
Y
------------------------------------------------
Roj talked to Sam from sales dep
Acc. Holder-Donald Feather
CB: (610)547-6069
Acc: 8499102630104276
Issue/Resolution: caller from comcast sales department and wanted to ask about an open order,advise caller that I will request for the order to close and caller will just call back in,after a few minutes for an update,EOC
Y
------------------------------------------------
Roj talked to Michael Kasmir
CB: (703)403-9388
Acc: 8299610253536659
Issue/Resolution: tech appointment inquiry,wants to track a tech,walk through xfinity.com/getstarted,EOC
Y
------------------------------------------------
Roj talked to Daniel Stimson
CR Ticket #CR081766559/CR081770732
CB: (484)268-3228
Acc: 8499053050138635
Issue/Resolution: home phone not working,
working before then has a tech visit-ported number-9088320452,ran itg for phone activation and utilize no dial tone and routed to tech appointment but call got disconnected,EOC
------------------------------------------------
Roj talked to Nathan Porter-xm pitch will ask her mom
CR Ticket #CR081773918
CB: (484)374-3024
Acc: 8499100840298888
Issue/Resolution: modem repair-no connectivity,ran itg for connectivity issues,issue resolved
Y
------------------------------------------------
Roj talked to Edward Smith/Mark
CR Ticket #CR081778606
CB: (202)841-7541
Acc:8299610240368422
Issue/Resolution:modem activation,updated phone numbers,ran itg for activations,check connections in phone,issue resolved,wants to have the access for xfinity my account app,transferred to CSA residential department,EOC
------------------------------------------------
Roj talked to Joseph Abruzzese
CB:(267)767-5743
Acc: 8499101680676076
Issue/Resolution:modem activation,utilized ecm to add device and routed to creating a tech spot,cx agreed to get a call from us if device will be added today and if not just use Xfinity my account to request a callback,EOC
CM MAC-12BF614CA0B6
Y
------------------------------------------------
Roj talked to Melissa Mckeen-xm pitch
CR Ticket #CR081798832
CB: (740)232-8092
Acc: 8993212170141025
Issue/Resolution:flex box activation,ran itg for activations,issue resolved
Y
------------------------------------------------
Roj talked to Kevin Githinji
CB: (210)944-2191
Acc: 8773103530241991
Issue/Resolution: services disconnected and cx wants to reinstate services,transferred to sales department,EOC
Y
------------------------------------------------
Roj talked to Ricardo Brito
CR Ticket #CR081813344
CB: (857)505-8885
Acc: 8773103761715085
Issue/Resolution: cx will be moving this week to a new address,educated cx to go to local store and present proof of lease for the new address,EOC
Y
------------------------------------------------
Roj talked to Tony Matteo
CB:
Acc: 8499051040045050
Issue/Resolution:technical support wanted to transfer call,educated cx that we are using the same tool for activations,EOC
------------------------------------------------
Roj talked to Susan Johnson
CB: (302)650-7421
Acc: 8499200072411843
Issue/Resolution:mobile activation,transferred to mobile care department
#3736000186936337546-xm sale
------------------------------------------------
Roj talked to Charles Ewers
CB:
Acc: 8299410050909856
Issue/Resolution: agent from comcast called in to ask if pending tech appointment can be completed,educated agent that cannot cancel tech appointment until the service order is completed,EOC
------------------------------------------------
Roj talked to Sokol Zace
CB:(267)980-5042
Acc: 8499101790146614
Issue/Resolution:mobile activation,transferred to mobile care department
------------------------------------------------
Roj talked to William Land-xm pitch wednesday 90
CB: (412)339-7373
Acc: 8993210280616662
Issue/Resolution: general inquiry if he can pick-up equipments at the local store,EOC
------------------------------------------------
Roj talked to
CB: (410)776-4975
Acc: 8299400260642736
Issue/Resolution: customer is spanish,transferred to hsi tech department for spanish,EOC
------------------------------------------------
Roj talked to Richard Roy
CB: (717)697-1377
Acc: 8993110730020947
Issue/Resolution:added voicemail in services-no additional cost,shared an article to cx for ACP Enrollment,EOC
------------------------------------------------
Roj talked to Frank Shoaf-xm pitch and flex
CR Ticket #CR081822603
CB: (814)330-2928
Acc: 8993210760398062
Issue/Resolution: cx did not receive the equipment he ordered,created a ticket for lost equipment,shipped a new one and waived the charges,issue resolved
------------------------------------------------
Roj talked to Mary Lydon
CB: (609)412-7867
Acc: 8499050280204583
Issue/Resolution: cx can no longer view free movies on on demand service,educated cx about the changes that happened this year and discussed Xfinity rewards and ACP to lower her bill,EOC
------------------------------------------------
Roj talked to Matthew Skilton-xm pitch
CR Ticket #CR081847130
CB: (267)401-7134
Acc: 8499102130159507
Issue/Resolution: new modem activation,ran itg for activations,issue resolved
------------------------------------------------
Roj talked to Brandon Paul
CB: (334)843-0371
Acc: 8299610371507103
Issue/Resolution: disco call,no interaction happened,endorsed to support,EOC
------------------------------------------------
Roj talked to Lucia Sloane
CB: (617)688-3200
Acc: 8773100520430642
Issue/Resolution:cable lines for modem issue in the house,offered to reschedule the tech appointment but cx wanted to try the Xfinity online promotions,EOC
------------------------------------------------
Roj talked to Gina Frattini
CB:(267)240-0761
Acc: 8499101900049724
Issue/Resolution: flex box activation,can't add device on account,created a tech spot ticket(CS0096274),cx agreed to get a call after an hour if device is already added on account,EOC
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