Notes

CALLER: Tim Gilbert
ISSUE: Own modem activation
STEPS TAKEN: Rn ITG
REMARKS: Issue resolved
TICKET: CR084744646
CALL BACK NO.:
(301) 257-1117
ACC NO.: 8299420630047374
PITCH: Y/ Wants to think about it first
CMAC: 004036960310
mb8611-30
SN:
---------------------
CALLER: Vernessa Jones
ISSUE: Her grandson accessed Mickey mouse for $2.99 5 times when they can watch it for free.
STEPS TAKEN: Credit adj $14.95/sup approved.
REMARKS: Issue resolved.
TICKET: NA
CALL BACK NO.:
(410) 963-0199
ACC NO.: 8299400430197181
PITCH: cx is in a hury
CMAC:
SN:
Mickey mouse
2.99
---------------------
CALLER: Lance Bornmann
ISSUE: wants to check if there's a special promo right now to lower his bill.
STEPS TAKEN: Educated cx that we have ACP and sent him the link to enroll to.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: :
(727) 224-5108
ACC NO.: 8299610370988569
PITCH: N
CMAC:
SN:
---------------------
CALLER:
ISSUE: The tech appointment was schedule to her old address and she's expecting her services to work today. She wasn't told that she have an upcoming appointment on her new service on Apr 12, 2023. Cx asked for a credit.
STEPS TAKEN: Educated cx that she needs to wait for the next appointment on her new address and told her to call back for the $60 credit since there is no credit that I could process at the moment because the account is new.
REMARKS: Customer understood.
TICKET:
CALL BACK NO.:
ACC NO.: 8299400482250169
PITCH: Not yet eligible
CMAC:
SN:
3-5
---------------------
CALLER: Nicole Paradis
ISSUE: Modem activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR084762659
CALL BACK NO.: (610) 945-8693
ACC NO.: 8773100701146512
PITCH: No xfinity ID
CMAC:
SN:
---------------------
CALLER: Jeffrey Nagaourney
ISSUE: cable box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR084769934
CALL BACK NO.:
(609) 207-6723
ACC NO.: 8499052100029430
PITCH:
CMAC:
SN: CS0258436903
CS0314522303
00294
---------------------
CALLER: Heather Long
ISSUE: wants to check the status of her new iphone 14 gold under trade in process.
STEPS TAKEN: Transferred to mobile care department.
REMARKS: No changes made in the account.
TICKET:
CALL BACK NO.:
(443) 630-1082
ACC NO.: 8299400291614456
PITCH:
CMAC:
SN:
---------------------
CALLER: Ashley Nadler
ISSUE: called in before and scheduled a technician for her modem. The technician could'nt fix the issue and remarked that cx has a bad equipment. Cx called netgear and they told cx to call xfinity again to change the upstream and downstream setup on the box but we don't have the option to do that since the equipment is from netgear.
STEPS TAKEN: Adviced cx that her service is looking good, it's just that she needs her modem to be compatible with xfinity and the fact that Netgear could not help about the issue, I recommended cx to get a new and compatible equipment.
REMARKS: Cx agreed.
TICKET: CR084777740
CALL BACK NO.:
ACC NO.: 8773402140729647
PITCH:
CMAC:
SN:
---------------------
CALLER:Lewis Gar
ISSUE: Received a message from xfinity saying that there could be a possible issue that could affect their service and that they can schedule a tech visit with no additional cost. They could not make the appointment online since there is an error and that it recommended them to call Xfinity.
STEPS TAKEN: Requested a tech visit on the customer's address.
4/11/2023 2:00-4:00 PM
REMARKS:
TICKET:
CALL BACK NO.: (301) 605-3113
ACC NO.: 8499052110053909
PITCH:
CMAC:
SN:
---------------------
CALLER: Michael Smith
ISSUE: Flex box activation
STEPS TAKEN: Ran ITG
REMARKS: Issue resolved
TICKET: CR084790300
CALL BACK NO.: (978) 437-7887
ACC NO.: 8773201803400235
PITCH:
CMAC:
SN:
---------------------
CALLER: Denise Townes
ISSUE: wants to activate service but the acc is disconnected (Under EI).
STEPS TAKEN: transferred to IE to reinstate the account.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (407) 953-3233
ACC NO.:
8299400462935284
PITCH: Soft disconnect
CMAC:
SN:
---------------------
CALLER: Douglas Schreffler
ISSUE: Modem and cable box activation
STEPS TAKEN: Ran ITG
REMARKS: Modem and cable boxes activated
TICKET: CR084801244 - Modem activation
CR084804430 - Cable box activated but cx can't find the correct input using coax connection. Cx just want to figure out the input after.
CALL BACK NO.: (717) 379-0422
ACC NO.: 8499050120040924
PITCH:
CMAC: a897bd20ca36
a897cd20ca35
sbg10
SN: 4084
222
---------------------
CALLER: Daniel Vergamini
ISSUE: wants to activate modem but there's an outage in his area
STEPS TAKEN: ran ITG and educated cx that his sevice will resume after the outage is done and will be at 6 am according to the outage information.
TICKET: CR084810297
CALL BACK NO.:
(202) 441-2689
ACC NO.: 8299420620774557
PITCH:
CMAC: 5aaa 004036905aaa
ac1900 mg7700
SN:
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