Notes

7112



Acc# 8773400131452609
Callback#

Joy spoke to: J Ray
Issue: computer not working, cx was deleting junk files when the computer shut down nad the cx got no internet
Actions taken: Run ITG // check connections // cx restarted the computer // cx can open email now // EOC
CR105289618

chnage dedault choose operating system

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Acc# 8773105070505768
Callback#

Joy spoke to: Debra
Issue: customer call in to set tech, customer notice that the lines from the street to the house is broken // as per cx, they tried all the outlets in the location but none of them is working
Actions taken: run ITG since cx said that the equipment was connected when she left home // sent signals // modem still offline // routed to tech // set appointment // cx ask for credit since cx was charge but service is not working // EOC



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944 north car

north
Acc#
Callback#

Joy spoke to: Matthew
Issue: calls in to set order with tech
Actions taken: connected to sales team

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5530 jamestown rd crovet va 22932

Acc#
Callback#

Joy spoke to: Todd
Issue: wants to move service
Actions taken: connected to movers department

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4102621374

Acc# 8299400470198172
Callback#

Joy spoke to: Howard
Issue: calling About his ACP
Actions taken: connected to ACP

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8
Acc# 8773102750500334
Callback#

Joy spoke to: Nathan
Issue: daughther accidentally purchase a movie
Actions taken: credit the account // advise the cx to set up purchase pin to avoid this problem in the future // EOC

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explain t


Acc#
Callback#

Joy spoke to: Mary
Issue: wants to have tech, cx have new tv and needs a tech to explain it to her
Actions taken: set appointment

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Acc# 8993112310022129
Callback#
peacocok
Joy spoke to: Nancy
Issue: wants to know if she is paying for peacock
Actions taken: when cx open peacock, it is asking who's there, and the cx can able to
choose a profile but don't see that she has to subscribe // EOC
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Acc# 8499100700429730
Callback#
no signa;l
Joy spoke to: Rose
Issue: weak or no signal on screen
Actions taken: educated the cx that this usually a problem with the connection or input // cx check input, cx can see pictures no issue resolved // EOC

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9036

Acc# 8499200071835158
Callback#

Joy spoke to: Margaret
Issue: having problem with tivo box
Actions taken: conencted to cable card dept

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Acc# 8499051941087870
Callback#

Joy spoke to: Jennifer
Issue: wants new modem
Actions taken: shipped modem, charge waived // EOC

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3c046184abb9

Acc#
Callback#

Joy spoke to: Deborah
Issue: internet not working
Actions taken: educated the cx that the account is on non pay disconnect // educated the cx that she can settle a payment arrangement // connected to IVR payment arrangement // EOC

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8/2023
642

1c937ced683d
g34

Acc# 8299420602890553
Callback#

Joy spoke to: Albert
Issue: wants to activate internet
Actions taken: registered modem to the account // run ITG // sent signals // modem offline // routed to tech //
set appointment // EOC

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228

Acc#
Callback#

Joy spoke to: Maryann
Issue: cable not working
Actions taken: run ITG // sent signals to cable // cx restarted the cable // no changes / routed to Soak // eductaed the cx to be notified after 2 hours // EOC
CR105317169
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Acc# 8299420200774811
Callback#

Joy spoke to: Estrella
Issue: wants too know if all equipment has to be replaced
Actions taken: eductaed that allequipment needs to returned to the store // OEC

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2153271157 - 4pm

Acc#
Callback#

Joy spoke to:
Issue:
Actions taken:

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Acc#
Callback#
equipment replace
Joy spoke to: Joyce
Issue: wants to replace modem
Actions taken: advice the cx that she can pick it up from the store or have it shipped // cx will pick it up from the store // EOC

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b05dd4c40869 6190

wire knock down
Acc#
Callback#
peacock
Joy spoke to: Julie
Issue: peacock question
Actions taken: educated the cx that the email she should receive should have a link on it that will allow her to create an account // cx will check again // EOC

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two technicians had come before, cx suggest to have bucket truck come down to and fix, cx consider situation as emergency, situation not resolve for a long time now, cx will cancel service is hanging wires to the pole not fixed.


Acc# 8773102260182045
Callback#

Joy spoke to: Bernard
Issue: all service out, needs tech to fix lines to the pole
Actions taken: run ITG //
two technicians had come before, cx suggest to have bucket truck come down to and fix, cx consider situation as emergency, situation not resolve for a long time now, cx will cancel service is hanging wires to the pole not fixed.

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Acc#
Callback#

Joy spoke to: Harry
Issue: cannot connect
Actions taken: needs password // educated the cx that it is referring to the password for the internet // cx can connect // issue resolved

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Acc#
Callback#

Joy spoke to: Zachary
Issue: modem not working, received a message that problem has received
Actions taken: educated the cx that tech will still come and will resolve the issue

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Acc# 8499052820237438
Callback#

Joy spoke to: Dewarren
Issue: looking for packages to lessen bills
Actions taken: connected to customer solutions

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Acc# 8499053570053223
Callback#

Joy spoke to: Ron
Issue: calling t mobile but routed to xfinity
Actions taken: wrong call, cx hang up // EOC

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Acc#
Joy spoke to: Sheila
Issue: all service out
Actions taken: educated the cx that there is an interruption of service in the location // eductaed the cx that it will be resolved by 6pm // educated the cx that she will be notified when the outage ends and she can call if the service is still not working // EOC

Callback#

Joy spoke to: Sheila
Issue: all service out
Actions taken: educated the cx that there is an interruption of service in the location // eductaed the cx that it will be resolved by 6pm // educated the cx that she will be notified when the outage ends and she can call if the service is still not working // EOC

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monday - came
Acc# 8299420621815094
Callback#

Joy spoke to: Mr. Farmer
Issue: requesting for supervisor
Actions taken: connected to supervisor

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CR105337064

doorbells on the apartment don't work, has to call the cx to let you in (973) 449-5567
Acc# 8499053280389958
Callback#

Joy spoke to: Doris
Issue: wants to have a tech to check connections, cx continueslyy receiving intermittent connectivity, cx have a neighbor working ooutside and might touched the cable since her internet is in nad out while she is working
Actions taken: set up appointment // cx approved // EOC

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CR105342147




Acc#
Callback#

Joy spoke to: Andrew
Issue: wants to confirm when the service started
Actions taken: educated the cx that it started 8/24 // tech still open for 8/29 // EOC

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netger


Acc# 8299700060383906
Callback#

Joy spoke to: Jeannette
Issue: wants to know if she is eligible for security cameras
Actions taken: connected to billing // EOC

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9906
8568582241 - 6pm



71wpark
Dabout9716
8499051330254339
Acc# 8568582241
Callback#

Joy spoke to: Brad
Issue: cannot conenct to internet
Actions taken: change the name and password but cx still cannot see the new name
// friend will come over and will check // EOC
CR105353366
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hardware

Acc# 8299400120784710
Callback#

Joy spoke to: toni
Issue:
Actions taken:

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Acc#
Callback#

Joy spoke to: Albert
Issue:
Actions taken:
CR105354681
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Acc# 8299420610293170
Callback#

Joy spoke to: Pauline
Issue: thermostat not working
Actions taken: connected to xfiity home security

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8499051610029666
Acc#
Callback#

Joy spoke to: Jen
Issue: wire was broken by a truck
Actions taken: check all service // cx can see pictures on the tv // husband check the wires, cx not sure if lines are from xfinity // EOC
CR105357758
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Acc# 8773301330016619
Callback#

Joy spoke to: Cliff
Issue: calling about services not working
Actions taken: educated the cx that there is an outage //
educated the cx that she will receive a notification // EOC
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Acc#
Callback#

Joy spoke to: phyllis
Issue: receive a call saying that the internet should work but call got disconnected
Actions taken: wanst to make sure that the tech will still come // confirmed to the cx that the appointment is still open so the tech will still gonna come // EOC
Kindly check
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Loggie01
Shazow01

Acc#
Callback#

Joy spoke to: toni
Issue:
Actions taken:
CR105363398
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6 clock
01105

Acc#
Callback#

Joy spoke to: Polly
Issue: had a tree feel down from the neighbor to the cx house, needs a tech to reconnected them as per cx
Actions taken: Run ITG // service not working
CR105373296
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4439954232

Acc#
Callback#

Joy spoke to:
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4100121307689

704fb82d73ba
0040365fe034 mb7420



Acc#
Callback#

Joy spoke to: Davis
Issue:
Actions taken:
CR105381291
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Acc# 8499100216674753
Callback#

Joy spoke to: Mr Martin
Issue: tv is showing that there is no signal
Actions taken: educated the cx that there is no cable service from xfinity // if the tv is saying that there is no signals, it means that whatever device is connected to the tv or watever the cx is trying to watch on the tv, he needs to check the connections because the tv is not detecting it anymore
CR105387855



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2157138500
2035 - 2-3 weks but earlier



Acc#
Callback#

Joy spoke to:
Issue:
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Acc#
Callback#

Joy spoke to: Angel
Issue: move service and wants to activate
Actions taken: Run ITG // sent signals // tried all outlet but still modem is offline // routed to tech // appointment is on 9/2 but cx is concerned that by the time the tech will visit, they will be moving back to the old address or the cx is already at the old address // as per cx, they will just be staying in this address in just less than 2 weeks // the place just got renovated so the cx understands that they need a tech but if the cx will go back to the old address he might be needing a tech as well due to wirings are new // cx is also concerned to be charge twice fom the old and new address because they are at different address // endorsed to support // EOC

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