Notes

CALLER: Janet Carroll
ISSUE: wants to use her xfinity remote to her DVD player.
STEPS TAKEN: Educated cx that we don't have the access to pair xfinity remote to their DVD player and that she needs to contact manufacturer for her DVD. Transferred to SOny customer service.
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8499102460042968
CALL BACK NO.: (610) 420-3991
PITCH:

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CALLER: Edward Hilton
ISSUE: wants to activate modem but he does not have a cable wall outlet. Cx is upset because he was not told about having a wall outlet before signing up. and wants to disconnect his services.
STEPS TAKEN: transferred to Disconnect dept.
REMARKS: No changes made in the account.
TICKET:
ACC NO.: 8993210051498811
CALL BACK NO.:
PITCH:
CMAC:
SN:
-----------------------------
CALLER: Jennifer Ciaramitaro
ISSUE: wants to sched a tech/place was flooded
STEPS TAKEN: scheduled a tech visit.
REMARKS: Original: Tue Mar 21, 2023 from 12:00 PM - 02:00 PM
TICKET: *
ACC NO.: 8773106010049412
CALL BACK NO.: (978) 828-8934
PITCH: Y / call back monday 20
wants to think about it first.
-----------------------------

CALLER: Felicia Parzyck
ISSUE: wants to activate internet butshe's having trouble plugging the wires. requested a technician
STEPS TAKEN: tried to help with the cables and activation but she can't handle all the wires in her house. requested for a technician instead.
REMARKS: Original: Sun Mar 19, 2023 from 10:00 AM - 12:00 PM EDT
TICKET: *
ACC NO.: 8773103141324103
CALL BACK NO.: (401) 416-0820
PITCH: Y / not interested

-----------------------------

CALLER: Roger Murphy
ISSUE: roku TV can't connect to xfinity wifi and cx does not have TV service.
STEPS TAKEN: educated the cx that his internet service is working fine and that he does not have TV service with Xfinity. transferred to Roku customer services. Customer agreed.
REMARKS: No changes made in the account
TICKET:
ACC NO.: 8773101902669583
CALL BACK NO.:
PITCH: N - cx does not have xfinity ID yet.
CMAC:
SN:
multi account. account switching.
-----------------------------

CALLER: Patty Wong
ISSUE: want sto activate modem but cx is not at home, however, everything was plugged in.
STEPS TAKEN: Ran ITG/ No error
REMARKS: Issue resolved. confirmed the service is working by calling her tenant at home.
TICKET: CR081548077
ACC NO.: 8499100027551281
CALL BACK NO.: (267) 879-3417
PITCH: Y - already have lines with xfinity
CMAC:
SN:
-----------------------------

CALLER: Thomas Jarvis
ISSUE: service transfer.
STEPS TAKEN: completed the transfer order and added the equipment. Ran ITG.
REMARKS: Issue resolved.
TICKET: CR081553616
ACC NO.: 8993208890197040
CALL BACK NO.: (724) 207-0109
PITCH: N - does not have xfinity ID yet
CMAC: B0B98A766A10 - NG N300
C3000
SN:
-----------------------------

CALLER: Elaine Marie
ISSUE: Modem and cable box activation.
STEPS TAKEN: Ran ITG.
REMARKS: Issue resolved.
TICKET:
Modem - CR081557036
Cable Box - CR081557549
ACC NO.: 8993208270123590
CALL BACK NO.: (878) 783-3050
PITCH: Y/ Government is paying for her mobile service
CMAC:
SN:
samsonel
pw: Misha1267#
-----------------------------

CALLER: Frank Higgins
ISSUE:Modem activation
STEPS TAKEN: Added the equipment to his account and ran ITG
REMARKS: Issue resolved
TICKET: CR081561529
ACC NO.: 8499053141664789
CALL BACK NO.: (908) 451-8622
PITCH: N/ does not have xfinity ID yet

-----------------------------

CALLER: Colton L Musser
ISSUE: cable box activation. Cable box offline.
STEPS TAKEN: Ran ITG.
REMARKS: routed to tech visit(cable box offline)
Original: Thu Mar 23, 2023 from 04:00 PM - 06:00 PM EDT
TICKET: CR081566597
ACC NO.: 8993111270342014
CALL BACK NO.:
PITCH: Y - still under his father's plan
CMAC:
SN: 6983
-----------------------------

CALLER: Paulino Gomez
ISSUE: Having issues about his service. I'm having a hard time understanding the CX.
STEPS TAKEN: Transferred over to a Spanish representative.
REMARKS: No changes made on the account.
TICKET: NA
ACC NO.: 8299420130006599
CALL BACK NO.:
PITCH:
CMAC:
SN:
-----------------------------

CALLER: Mike Burnett
ISSUE: modem activation
STEPS TAKEN: ran ITG
REMARKS: modem activated. Issue resolved.
TICKET: CR081572823
ACC NO.: 8773501080023265
CALL BACK NO.:
(802) 482-2819
PITCH: Y - already with xfinity mobile
CMAC: 1C9D72277CCC
SN:
curlybanana610
nburnett
-----------------------------

CALLER: Matthew Brown
ISSUE: modem activation. Inquired about savings.
STEPS TAKEN: Ran ITG. Provided all details about savings.
REMARKS: Modem activated. Issue resolved/
TICKET: CR081577481
ACC NO.: 8299310040312601
CALL BACK NO.:
PITCH: Y / not interested
CMAC: 1459C0F803A0
3842
SN:
-----------------------------

CALLER: Nova Taylor
ISSUE: wants to activate cable box but cx changed her mind and asked for a tech visit.
- ITG can not find the device but it's already active in the system.
STEPS TAKEN: request a tech appointment for the cx.
REMARKS:Original: Sun Mar 19, 2023 from 12:00 PM - 02:00 PM EDT
TICKET: CR081585385
ACC NO.: 8773405020321476
CALL BACK NO.: (203) 887-9412
PITCH: N
CMAC:
SN: PAQT03411733
9614
------------------------------
CALLER: George Eustaquio
ISSUE: cable box activation
STEPS TAKEN: ran ITG
REMARKS: Issue resolved
TICKET: CR081592246
ACC NO.: 8299420320377511
CALL BACK NO.:
PITCH: Y / not interested
CMAC:
SN: rdk 03036
pam601074269
g4402
------------------------------
CALLER: Valerie
ISSUE: cable boxes are not online - routed to tech appointment
STEPS TAKEN: ran ITG but cable boxes' status are red
REMARKS: scheduled a tech appointment on Monday 3,20,2023 7:30-9:00 AM
TICKET: CR081596982