Notes

biggin8ann
Acc# 8499200072356568
Callback# (302) 893-0854

2.0: CR091478370
1.0:

Joy spoke to: Ann
Issue: devices can connect to wifi but disconnect sometimes after few minutes
Actions taken: changed and merged the wifi name // sent signals // cx can connect and surf the internet // issue resolved // EOC
CR091482290


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Acc# 8773402140732781
Callback# (347) 317-0416

2.0:
1.0:

Joy spoke to: Cherish
Issue: got a confirmation message that her package was shipped to New Jersey
Actions taken: as per checking, the package was shipped to incorrect address, offered the cx to ship new one or pick up modem from the store // cx choose to pick a modem from the store // please give the cx XB7 for Gigabit internet modem // EOC



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Acc# 8499050030052647
Callback# (267) 401-0409

2.0: CR091485983
1.0:

Joy spoke to: Thomas
Issue: cable activation
Actions taken: as per checking the box is disabled // informed the cx that we will be adding$10 to activate and cx approved // restarted the box // cx followed on screen activation // issue resolved // EOC
CR091485814


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Acc# 8773201540058478
Callback# (781) 443-4731

2.0:
1.0: CR091488995

Joy spoke to: Thomas
Issue: Wants to activate internet
Actions taken: Run ITG // modem offline // sent signals // modem still offline // routed to tech // set appointment 6/3 at 8-10am // EOC




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8562879395
check connections //



Acc# 8499050420571826
Callback# (508) 612-5037

2.0:
1.0:

Joy spoke to: Mary
Issue: cable and internet not working
Actions taken: Run ITG // modem offline // sent signals // modem still offline // routed to tech // set appointment // EOC
CR091491304

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Acc# 8299600142594795
Callback#

2.0:
1.0:

Joy spoke to: Denise
Issue: services not yet working but cx already made a payment
Actions taken: as per checking the payment puch thru but still on the pending status // informe dthe cx that it may take up to 24hrs before we can receive the payment , once payment received // EOC



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[email protected]

Acc# 8499050120391673
Callback#

2.0:
1.0:

Joy spoke to: John
Issue: wants to use old modem but cx cannot verify account
Actions taken: Run ITG // provisioned device // cx can connect and surf the internet // issue resolved
CR091502029


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6174900934


Acc# 8499052100276320
Callback#

2.0:
1.0:

Joy spoke to: Danielle
Issue: wants to activate internet thru the app but doesn't pull up the correct account
Actions taken: Added mobile // call disconnected



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Acc#
Callback#

2.0: CR091515748
1.0:

Joy spoke to: Rain
Issue: wants to add number and email and stop charge for netflix
Actions taken: added number and cx verified the number as well as email // conencted to billing to stop the charge for netflix // EOC



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2001:558:4052:50:f569:ab27:c514:172
LiBBy0108
07222321
07222321
07222321
CR091517075
CR091520314

Acc# 8993211520120747
Callback# 4127805061



2.0:
1.0:

Joy spoke to: Kathryn
Issue: internet activation
Actions taken: Run ITG // speed of the gateway settings // sent signals // modem speed still no changes // routed to tech // cx can conenct // informed cx that we have to set tech but since he can connect, will callback after 30 mins, if issue still persist, we will set tech



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80eac2f24ce8
80dac2f24ce8
8499050010101620
4432544414

CR091523832




Acc# 8499050010101620
Callback#

2.0:
1.0:

Joy spoke to: Michael
Issue: can provide account number but pop up on different address
Actions taken: Run iTG // modem offline // routed to tech but set the appointment on incorrect address // infomred the cx to check the account // call got disconnected // endorsed to support


8499050010050066
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basemen
pam6008427
working -
xre-00250
Acc#
Callback# c





2.0: 8773402170568352
1.0: (203) 231-5557

Joy spoke to: Edward
Issue: cable activation
Actions taken: Run ITG no picture // sent signals // cable online // corrected information // restarted primary box // restarted cable // cx seeing error incorrect node // routed to SOAK // set a tech for the cx, informed the cx but if the cable will work, will callback and cancel the tech // cx agreed // EOC
CR091533081


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Acc# 8299410210479550
Callback#

2.0:
1.0:

Joy spoke to: Tom
Issue: just order service from xfinity but haven't receive a modem from us
Actions taken: informed the cx that on the service that he order, iyt indicates that he will be using his own router, cx wants to use old router which is from xfinity// cx agreed to add rental but doesn't have the information of the modem // cx will callback // EOC



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bruno2235
uncas2235
uncas2235
uncas2235

Acc# 8773403910252638
Callback# (508) 769-9987

2.0:
1.0:

Joy spoke to: Stephen
Issue: internet activation
Actions taken: Run ITG // speed of the gateway problem, // sent signals // no changes // routed to tech // selected no // manually change the wifi name and password // manually provisioned device // cx can connect and surf the internet now // issue resolved // EOC
CR091544408



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Acc# 8499052020212033
Callback#

2.0:
1.0:

Joy spoke to: Barbara
Issue: internet and cable activation
Actions taken: Run ITG // reset wifi name and password // provisioned device // cx can connect and surf the internet // issue resolved // cx has dial tone and cable boxes are still working // EOC
CR091543278
CR091545436

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4102892283 kathryn
7036294754


Acc# 8299410150342164
Callback#

2.0:
1.0:

Joy spoke to: Marsha
Issue: wants to activate internet
Actions taken: as per checking the account the cx doesn't have subscription for internet // cx upgrade tv and added internet // cx approved // cx can see pictures on the tv // issue resolved



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Acc# 8773201640920361
Callback#

2.0:
1.0:

Joy spoke to: Hayden
Issue: internet activation
Actions taken: Run ITG // modem offline // sent signals // modem still offline // routed to tech // set appointment // EOC



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Acc# 8993210530135778
Callback#

2.0:
1.0:

Joy spoke to: Anthony
Issue: wants to remove number ending with 0702
Actions taken: removed number from biller // informed the cx that it will take up to 24hrs to be completely removed // EOC