Notes

**Gail Boyle 8082300010121463
Trisha McGlynn 8082300010121331

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ITG 1.0 Probe// pull up ITG
access

ITG 2.0 ITG ready
troubleshooting guide automatically appear
on the overview page of the account,
Auto generated system /ITG detects CX is
trying to troubleshoot the device
//important to run//repeat call//


Is it working before or this is the first
time setting up the device?  

*******HEADS UP CX**************

---------FIRST TIME-------------
Did  you try to set  it up or what have
you done so far?  

--------WORKING BEFORE-----------
*How long have you been experiencing
the issue?   
*Are all of the devices affect? 
*Did your area experience a power outage
or storm before the issue happened? 
*Did you try to remove the modem before
the issue happened?      
*By experiencing the issue, what have
you done so far to make the modem work ?  

-------experience internet issue----------
*By experiencing internet issue,
does it mean that the internet is slow?
intermittent or no internet at all?

-----------SLOW INTERNET-----------------
*Are all devices experiencing the same issue?
*When did the issue started? 
*Did your area experience a power outage
or storm before the issue happened? 
*Did you try to remove the modem before
the issue happened?
*By experiencing the issue, what have you
done so far to make the modem work ?                                                                                                                                                                               

--------COAXIAL CABLE--------
*please make sure that the coaxial
cable is securely connected to the wall
outlet and the other port is connected
to the cable box at the back of it says
cable in . and adjust /remove   the
splitter if there is.                                                                                                                                                                                                                    

--------CABLE BOX AND TV --------                                                 
*Now were going to check if all the
connection between the cable and the tv.
please make sure that the coaxial cable
is securely connected from the back of
your cable box that says to tv or cable
out to the back of your tv and make sure  
if the toggle switch at the cable box is
set to channel 3-4.  After checking all
the connection, is there any changes on
your screen? is it working now?                                                       


-----SENDING SIGNAL-----------                                                                      
Since we've already checked the connection
and input, yet it still didn't work ,were
now going to send signal to the cable box,
this will take a couple of minutes. so please
let me know of any changes on your tv screen.    

------TECH APPOINMENT-----------
We have exhausted all the basic
troubleshooting we did today to fix your
equipment and the best resolution is to
send an expert to physically check the
connections. I assure you our technician  
determine the best  resolution , there is
a possible charge of $100 but if the issue
is within xfinity. I assure you everything
will be covered. I appreciate your time and
effort today. Let me go ahead and get
you an earliest appointment

-----Closing spiel-----------
Thank you so much for giving me an
opportunity to help you today.
We appreciate your business with
Comcast and have a wonderful day ahead!