Notes

CALLER: Devonna Hopkins
ISSUE: Inquired if ACP is already added in her account and that she have the application code.
STEPS TAKEN: transferred to ACP department.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (267) 339-4700
ACC NO.: 8499100101450681
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Crystal Tatum
ISSUE: Subscribed to Xfinity on the web and wanted to remove 1 cable box that was orderred.
STEPS TAKEN: removed 1 cable box in the pending orders.
REMARKS:
TICKET:
CALL BACK NO.: (240) 444-9823

ACC NO.: 8299420661472285
PITCH: Y
CMAC:
SN:
-------------------------------------
CALLER: Lucille Leech
ISSUE: wants to add ACP application code to her account.
STEPS TAKEN: transferred to ACP dept.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (717) 327-5340
CALL BACK TOMORROW 9
ACC NO.: 8993116460097500
PITCH: Y
CMAC:
SN:
B8557010140
-------------------------------------
CALLER: Francisco Vizcano
ISSUE: Wants to activate his equipments but his account wasn't activated yet.
STEPS TAKEN: Transferred to sales dept.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: (609) 665-6701

ACC NO.: 8499050200013494
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Yvonne Robinson
ISSUE: Wants to asked about how to return the equipment for her home security cameras since she was given a wrong information by the previous rep.
STEPS TAKEN: gave the website xfinity.com/returns and other option to return the equipments and gave the nearest xfinity store address.
REMARKS: no changes made on the account.
TICKET:
CALL BACK NO.: (215) 904-2811
ACC NO.: 8499100111014931
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Carol
ISSUE: asked if the tech appointment is still open.
STEPS TAKEN: Answered cx's question. Appointment is still open.
REMARKS: Original: Mon Apr 03, 2023 from 12:00 PM - 02:00 PM EDT
Status Open
-No changes made on the account.
TICKET:
CALL BACK NO.: 7242544470
ACC NO.: 8993204910018381
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Kenneth Ward
ISSUE:
STEPS TAKEN:
REMARKS:
TICKET:
CALL BACK NO.: (724) 417-4255
ACC NO.: 8993211290635650
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Margie Lindsley
ISSUE: Asking why the technician haven't arrived yet.
STEPS TAKEN: Asked assistance from the backend support and educated cx that the SRO is still open and that the estimate time for it to be completed is 7-10 days. Margie requested to speak to a supervisor and completed the transfer.
REMARKS: No changes made on the account.
TICKET:
CALL BACK NO.: :(717) 253-3181
ACC NO.: 8993110290019602
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Barbara Tisa
ISSUE: Flex box activation. There is no response from the customer during the troubleshooting.
STEPS TAKEN: Ran ITG. Endored the call to my support.
TICKET: CR083752674
CALL BACK NO.: (856) 537-5498
ACC NO.: 8499051000247910
PITCH:
CMAC:
SN:
flex add
-------------------------------------
CALLER: Gabrielle Victor
ISSUE: Customer understands the situation and is also nice but she wants to speak with a sup.
: Modem offline and she doesn't like the sched to be on 4/5/23. 
STEPS TAKEN: endorsed the call to my suport since customer is asking for a supervisor.
REMARKS:
TICKET:
CALL BACK NO.:
(732) 614-9111
ACC NO.: 8499100027560647
PITCH:
CMAC:
SN:
-------------------------------------
CALLER: Brandon Mayes
ISSUE: Cx had a technician to help him fix the inside wires and the tech remarked that the maximum speed he could get is 300 mbps from the outlet and he got 800 mbps on his subscription. Now he wants to downgrade his service but wants to keep the rate that the web is showing which is $25 only.
STEPS TAKEN: Educated cx that we can't apply thesame amount over our system because that needs to be processed on the web by the customer in order to get that rate but the thing is, he already got a different subscription and the deals are not showing anymore on that address. Cx asked if he could disconnect his service for him to be able to get that specific rate. I told him that we need a confirmation from the right department if his plan is possible but the call got disconnected.
REMARKS: No changes made on the account. Endorsed the call to my supervisor.
CALL BACK NO.: (301) 978-6315
ACC NO.: 8499100027565166