Notes

7204299654

8993111470336527
[email protected]


Acc# 8993111470336527
Callback#

Joy spoke to: Heri
Issue: wants to have a tech to help her activate the equipment
Actions Taken: educated the cx that the IE application is still pending, she is approved but she needs to upload an ID // shared a link // advice the cx that she can also visit one of the xfinity store // EOC


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HBO max - tech
apple tv or netflix -
pop apps

Acc# 8499102530195242
Callback# 2156461881
pitch / problem with xfinity ID

Joy spoke to: William
Issue: Netflix and Apple TV not launching, just sits in the welcome screen
Actions Taken: Run ITG // reset netflix // cx still stuck on the netflix welcome // cleared locally stored data, still no changes // sent signals to cable // cx can sign in now to netflix and apple tv // issue resolved // EOC
CR104145565
CR104145768
CR104151267




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5513255626
Acc#
Callback#

Joy spoke to: Scott
Issue: got a notification that someone is trying to sign in with his account
Actions Taken: educated the cx to change his password and he will have an option to sign out other acount signed in to a device // eductaed the cx to be connected to
CSA // Call disconnected

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8993111470220275
cx unresponsive, no interaction with c
cx unresponsive, no interaction with cx // call disocnnected, ghost call
x // call disocnnected, ghost call

2222222222222222222222222222
8993205500310294
Callback#

Joy spoke to: Amber
Issue: expecting a modem that i ship thru mail in 3-5 business dayas
Actions Taken: educated the cx that her order was cancelled by the system since it aged 8 days // assisted the cx to get the same service // cx approved shipped equipment in prio // EOC


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0040367f70a9
mb7621

Acc# 8773103211125984
Callback# 6178956105
no ITG2.0
Joy spoke to: James
Issue: cx wants to use personal modem
Actions Taken: change service information // remove rental, added personal modem // run ITGb// provisioned device // cx will work on equipment and will callback in 20mins // EOC

CR104171642
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Acc# 8499102130170843
Callback#

Joy spoke to: Sarah
Issue: made a payment over the phone and she received a notification paypal that 89.99 was deducted from her card
Actions Taken: educated the cx that the last document on the account was correct and she can verify the accuracy of was the last agent did to help her and it is the best way to assist her // educated the cx that we don't ask for card over the phone, we have an iguard to avoid getting her card number // escalated to supervisor // EOC


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Acc# 8773405030397938
Callback#

Joy spoke to: Janet
Issue: no internet and cable // all services not working
Actions Taken: Run ITG // routed to tech // set appointment, set waitlist // credited customer for service not working $45 // EOC

CR104186752
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335 birct st apa indian pa t 15701
1805

scoobydoo
britt123!!

Acc# 8993204460298441
Callback#
8993204460298441 pitcchh
Joy spoke to: Jordan
Issue: wants to activate internet
Actions Taken: run ITG // reset wifi name and password // provisioned device // cx can connect and surf the internet // issue resolved
CR104193539

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0.00 mbps
8/18 4436153362
8715




Acc#
Callback# 4436136746



no ITG
Joy spoke to: Sage
Issue: internet drops off
Actions Taken: cx was on the chat but leaves // internet is working now but cx said that it will drop off after 2-3 hrs // educated the cx that as i run a test, it shows that it is on a good status as well tagged as resolved // EOC
CR104198322

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03087
Acc# 8299400433660789
Callback#
no ITG
Joy spoke to: Nicole
Issue: wants to know how to get xfinity mobile
Actions Taken: educated the cx of the iphones she can get // cx will callback // EOC


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Acc# 8773402001592415
Callback#

Joy spoke to: Michaela
Issue: flex not working
Actions Taken: run ITG / sent sgnals // mismatch info corrected // educated the cx that services wil be restored in an hour // followed up a text to update cx that the service is corrected // EOC
CR104200540

connect more 200mb

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Acc# 8299420602888169
Callback#

Joy spoke to: Iris
Issue: wants to know promotion for higher speed
Actions Taken: educated the cx of the speed higher than what he have now and pricing // advice the cx of the discounts he can get nad deals for students he can avail // cx will submit an application for acp as well // EOC


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6108055631
45 min



Acc#
Callback#

Joy spoke to: Jennifer
Issue: had interruption of service in the next
Actions Taken: educated the cx that if it related to outages which happened 8 times, outages cannot be avoided but cx ask for credit


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nfl 860 playing live game replay

20 40 ++
30
16.99
mri 415-430 -
34
40

2407316111 -


Acc# 8299420620301252
Callback#

Joy spoke to: Dana
Issue:
Actions Taken:

chelsey
jennifer


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20199

Acc#
Callback#

Joy spoke to: Chelsey
Issue: modem not woking
Actions Taken: run ITG // sent signals // modem offline // sent signal // modem still offline // routed to tech // set appointment // EOC

8299420620301252
**************************
tcm
2159158426
155 entertainment - sports
Acc#
Callback#



Joy spoke to: Jennifer
Issue: was speaking to a representative but $40 credit is not enough for the inconvenience
Actions Taken: Credited the cx for $60 as one time courtesy


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Acc#
Callback#

Joy spoke to: Jessica
Issue: Wants TCM
Actions Taken: added more sports and entertainment for 9.95 // credit $25 // issue resolved


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