Notes

CALLER: Tim Keebler
ISSUE: cx moved to a new address and his account in the the address is disconnected. Tim also don't have the cables for the equipments.
STEPS TAKEN: Educated Tim that sales dept needs to reinstate his account first and gave the nearest xfinity store for him to get his cables and
REMARKS: Transferred to sales dept. No changes made on the account.
TICKET:
ACC NO.: 8773103131812018
CALL BACK NO.:
PITCH: n
=============================
CALLER: Paul Smith
ISSUE: Modem activation. Internet is already activated and he was able to surf using his phone but his computer can't connect wirelessly.
STEPS TAKEN: ran ITG and activated his gateway. Transferred to SHI for further help regarding his connection with computer since I don't have the option to manualy add the device to the network because of the open RSO in the account that cx set up using chat.
TICKET: CR081907885
ACC NO.: 8499050190063905
CALL BACK NO.: :
(609) 464-0020
PITCH: y
=============================
CALLER: Sarrah
ISSUE: wants to activate services but her acc is still disconnected due to lack of documentation from the cx.
STEPS TAKEN: transferred to sales dept to reinstate the account.
REMARKS: no changes made on the account.
ACC NO.: 8499052180043376
CALL BACK NO.: 7327597667
PITCH: not eligible

=============================
CALLER: Mary Palilla
ISSUE: wants to enroll to seasonal hold for only 1 month.
STEPS TAKEN: Educated the cx that the minimum number of days of seasonal hold is 60, cx understood and declined the enrollment.
REMARKS: No changes made on the account.
ACC NO.: 8993208320000236
CALL BACK NO.:
PITCH: n
=============================
CALLER: rachel
ISSUE: wants to set up a new xfinity acc.
STEPS TAKEN: transferred to new sales dept.
REMARKS: No changes made on the account.
ACC NO.: NA
CALL BACK NO.: 7249545871
PITCH: Not eligible
=============================
CALLER: Richard Raterman
ISSUE: wants to port in his phone number from Verizon
STEPS TAKEN: transferred to port in department for phone.
REMARKS: no changes made on the account.
TICKET:
ACC NO.: 8773102701342760
CALL BACK NO.: 5087447695
PITCH: Y
CMAC:
SN: 5083624720
=============================
CALLER: Bunnie Cheatom
ISSUE: wants to activate cable box with error codeXRE 10000 but his account is under Central Div.
STEPS TAKEN: transferred to Central Division
REMARKS: No changes made on the account.
TICKET:
ACC NO.: 8529102040991316
CALL BACK NO.:
PITCH: N

=============================
CALLER: BernaDetta
ISSUE: cable box not working. cx just tighten the chord and it fixed the issue.
STEPS TAKEN: No changes made in the account. Cx just tightened the chords.
REMARKS:
TICKET:
ACC NO.: 8499100690060172
CALL BACK NO.:
PITCH: n
=============================
CALLER: Scott Larson
ISSUE: a different phone number is showing in his phone service. and cx wants to have a tech visit to fix the issue.
STEPS TAKEN: tried to troubleshoot the isssue but cx have not plugged in the telephone to the modem at the moment and he's not home to do that.
REMARKS: Tech ETA 08:00 - 10:00 AM EDT on March 22
TICKET: CR081945986
ACC NO.: 8993212720193260

=============================
CALLER: Yesha Durbin
ISSUE: modem offline.
STEPS TAKEN: ran ITG - routed to TC but truckroll wouldn't load up. - requested manual TC to support.
REMARKS: Tech ETA 02:00 - 04:00 PM EDT on March 22
TICKET:
ACC NO.: 8499100027554913
CALL BACK NO.:
PITCH: Y

=============================
CALLER: Michael Bellisario
ISSUE: cx asked if he can connect his hard drive to the modem.
STEPS TAKEN: educated cx that we don't have any information about that and we have no access about how it should be connected since it's not under our scope.
REMARKS: cx disconnected.
ACC NO.: 8499052380903668
CALL BACK NO.: 732) 580-2257
PITCH:
CMAC:
SN:
=============================
CALLER: Nick Julius
ISSUE: wanted to connect his devices and equipments to his wifi network and did it himself without needing my help.
STEPS TAKEN: Issue resolved. Cx was able to connect everything easily. I double checked all the connections to make sure everything is fine.
REMARKS:
TICKET:
ACC NO.: 8499100215637256
CALL BACK NO.:
PITCH:
CMAC:
SN: CENFINITY2
=============================
CALLER: Ryan Cho
ISSUE: requested a tech visit on the day that they will move to the new address.
STEPS TAKEN: requested a Tech Appoint.
REMARKS: Original: Sat Apr 01, 2023 from 08:00 AM - 10:00 AM EDT
ACC NO.: 8499102480174163
CALL BACK NO.: 215) 429-1019
PITCH:
CMAC:
SN:
april 1st.
=============================
CALLER: Charles Stearns
ISSUE: wants to know his home phone number.
STEPS TAKEN: gave him his phone number.
REMARKS: no changes made on the account.
ACC NO.: 8773500570140100
CALL BACK NO.: :
(802) 730-3395
PITCH:
CMAC:
SN:
=============================
CALLER: Jaron Mayo
ISSUE: Modem offline
STEPS TAKEN: ran ITG - routed to Troublecall.
REMARKS: Original: Wed Mar 22, 2023 from 01:00 PM - 03:00 PM EDT
TICKET: CR081975533
ACC NO.: 8299400023650422
CALL BACK NO.:
PITCH:
CMAC:
SN:
=============================
CALLER: John Schreiber Sr.
ISSUE: home phone activation
STEPS TAKEN: registered the phone
REMARKS: Issue resolved.
TICKET:
ACC NO.: 8993110040023367
CALL BACK NO.:
PITCH: n
CMAC: 9058513F26CC
SN:
(717) 457-0172
=============================
CALLER: Ziv Corber
ISSUE: cable box offline. cx preferred to be shipped a new one.
STEPS TAKEN: ran ITG - cable box offline while other boxes are working.
REMARKS: credit should be processed after cx received the box and activated it and should be under adj by range.
TICKET: CR081981042
ACC NO.: 8773110190041322
CALL BACK NO.:
PITCH:
CMAC:
SN: 8342
xg1v4
CR081981042
=============================
CALLER: William Windley
ISSUE: shipped new cable box.
STEPS TAKEN: ran ITG- box offline. sent a new cable box.
REMARKS: credit should be processed after cx received the box and activated it and should be under adj by range.
TICKET: CR081988346
ACC NO.: 8299400450470146
CALL BACK NO.:
PITCH:
CMAC: 4437683918
SN: 8459