Notes

POWER CYCLE
"Sometimes the radio device can stop running properly and prevent SXM services from working. Let’s try to reset your radio by doing a Power Cycle. "

SOFT REBOOT
"Sometimes the radio device can stop running properly and prevent SXM services from working. Let’s try to reset your radio by doing a Soft Reboot "

MASTER RESET/HARD REBOOT
"Mr Customer before we proceed in resetting your radio I would like to inform you that depending on your vehicle, this step may reset the radio to the default factory setting that includes Bluetooth paired devices, presets and other radio settings if you have customized any of your settings, do you agree and understand this process"

GHOST CALL
I wasn't able to hear any response from the other line, if you can hear me please call us back at 866-463-5326.

"While waiting, I just want to inform you that your subscription comes with free streaming, so for you to maximize the service even outside of your car, all you need to do is to download the SiriusXM app on your phone or any smart devices."

AFTERMARKET RADIO: GUIDELINES
1. CHECK/ASK FOR THE MODEL NO. TO CHECK ON GOOGLE
2. RID
3. PREVIEW
4. WHERE IS THE ANTENNA LOCATED?
5. HOW MANY SIGNAL BARS?
6. WHERE DID YOU BOUGHT THIS?
7. HOW LONG THE RADIO USING?

DEEPSLEEP
To save your time and effort, we want to ensure your radio is synchronized with the system so the next step to do is to rest your radio and vehicle overnight. I will get someone to get back in touch with you by creating a ticket to our Case Management team. They are our team of experts so guaranteed they’ll assist you with the next steps, so no need to call us back, To make sure they can reach you may I have the best callback number and time?

REFER TO DEALERSHIP
Thank you for completing the troubleshooting steps, our recommendation is to for you to set an appointment with the dealership, and have an expert check the radio physically to see if it’s the unit that we need to fix. We want you to update us after that so instead of calling us back, I will create a ticket and someone from the case management team can follow up with you. They are our team of experts so guaranteed they’ll assist you with the next steps. To make sure they can reach you may I have the best callback number and time?

RECOMMENDATION
Sir/Ma'am, we have already done the troubleshooting step necessary for this type of issue which is (no signal) and I double checked and can confirm that everything on your subscription here is fine. However, troubleshooting guidance varies by vehicle make, model, and year and we don't have specific guidance for all [vehicle make] radios. Actually, it is good that your AM/FM works fine but they are running on different equipment than satellite. Now, I'm going to suggest that you call [vehicle make] dealership for ways to check the SATELLITE EQUIPMENT specific to satellite module, antenna and wirings

For the mean time, you can still maximize your subscription with us by downloading the SiriusXM App on your phone. It is free and you can actually access additional channels that you cannot get on your regular radio here as those channels are just available online.

RECAP
"Based on what we’ve gathered the radio needs to be checked by the dealer since the radio is not getting any signal from the satellite I assure you that the dealership will be the best contact at this point to get the equipment working again.

AM/FM
“I understand that other basic functionalities of your radio is not affected by the error though AM/FM radio in your vehicle is separate equipment that runs off both a different tuner and antenna in the vehicle I assure you that the dealership will be the best contact at this point to get the equipment working again"

FOR MONITORING
As we wait for the refresh signal to kick in and save your time over the phone, I will create a ticket to our Case Management team and have a dedicated person who will follow up on your concern. They are our team of experts so guaranteed they’ll assist you with the next steps. To make sure they can reach you may I have the best callback number and time?

CM VERTIS
1-866-314-7234

ESCALATION
STREAMING
Username:
Call back #:
Interval or best time to call:
Issue:
Troubleshooting:
Recommendation:
Device:

RADIO
Make and model:
Radio ID:
Call back #:
Interval or best time to call:
Issue:
Changes:
AM/FM:
Bluetooth:
Troubleshooting:
Recommendation:

GREETING
VERIFICATION
ACKNOWLEDGEMENT
ISSUE DIAGNOSIS
ISSUE EDUCATION
ISSUE RESOLUTION
RESOLUTION EXPLANATION
RECOMENDATION

Issue:
Error Message:
Preview:
AM/FM:
Changes:
Bluetooth:
Clear view of the sky:
When was the last time the radio worked:
Troubleshooting:

[email protected]
Portal07032023!

https://protect-de.mimecast.com/s/wSxTCoZ3opCrD40lNh1dnHZ?domain=sirsxm-cepl-prod1.pegacloud.net -----CEP-----

https://docs.google.com/forms/d/e/1FAIpQLScqLwMbW5dPMXPVzZuntOQ3ckU955ZjVuURS9XKH9gl1z0XPA/viewform ----CT-----

For Transferred and Repeated Calls:
“I feel bad about this experience Mr. Customer and I would like to set your expectation that this issue usually gets resolved by doing basic troubleshooting steps. Since, you got transferred I believe the issue now requires thorough troubleshooting steps to get this resolved or possibly escalate to the dealership. Let’s get this started!

RADIO CAPABILITY
some older Sirius branded radios are unable to receive the entire platinum plan channel lineup due to limitations of older technology.

Refer to Dealership:
Thank you for completing the troubleshooting steps that we have for your vehicle. I can guaranty that there's nothing wrong with your radio because the AM/FM is working. I highly recommend for you to go the dealership to physically check the satellite equipment, such as the tuner, wiring and antenna. They just need to clear the error message or to make sure that the audio in the preview channel is working because that's the indicator that your SiriusXM is ready to receive the service. Do you have any question about my recommendation ?
Alternate Listening Option
While the service is not working just to let you know yo can still listen to your favorite channels by using your streaming credential in you mobile device. All you have to is download the SiriusXM app and log-in your credentials. All of your subscription channel is available there and there's no extra charges for that one; because it's part of your subscription.

Suggested Recap/Closing:
So today we resolved the issue and "made it easier for you" by performing (TS: Soft Reset) Thank you for your cooperation that really helps us to resolve this one. Do you have any other concern that i can help you with?


PVIP customers get access to everything in the Platinum Plan:
• Two satellite platinum plans/one radio for free
one standalone streaming platinum plan
Access to 5000+ nugs.net Concert Recordings
free tickets for Live and virtual SiriusXM events including VIP-only events, meet & greets and other exclusive experiences with siriusxm artists
34.99

Upsell for Resolved Issue | ESR:
No radio on Household- Do you have any inactive radio that you wish to reactivate ?
Have radio/vehicle on Household- By the way, as i review your account do you still have this radio/vehicle ? do you wish to activate the service on that radio/vehicle ?
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1-25297211347 - streaming - reset pass - R
407662150555 - unknown issue - cx not ondcar - NR
413764098417 - streaming/swap - reset pass/no rid - R/NR