Notes

Acc# 8396200120491122
Callback#

Joy spoke to: Alan
Issue: wireless conenction is orking but hardwire is not
Actions taken: tried other ports // issue resolved //
CR100626009
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ma1330ef - b



157

2
Acc# 8499052500043668
Callback#

Joy spoke to: Paul
Issue: cable not working
Actions taken: sent signals // issue resolved
CR100628883
CR100630396
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5864572111


Acc# 8529100771134320
Callback#

Joy spoke to: Ladonna
Issue: flex buffering
Actions taken: run ITG // routed to SOAK // cx said that she had tech several times and spoke to several agents with the same resolution // cx has been using the modem for almost 4 years now and suggested to swap it with faster // cx agreed // ask supervisor for help to ship modem // EOC
CR100636679
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Acc# 8396500290142391
Callback#

Joy spoke to: Michael
Issue: wants to have tech
Actions taken: connected to central division

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9131
dont have internet



Acc# 8299600063695522
Callback# 8045124511

Joy spoke to: Minnie
Issue: internet not working
Actions taken: educated the cx that her account is on soft disconnect and she is elligible to settle a payment arrangement and if settle the bills, we can reactivate the services // cx don't want to pay a bill she didn't use // requested for supervisor // cx just wanted the bills off // informed the cx that billing department can help her but cx refuse to be transferred
// cx has spoke to them and confirmed the cx that whatever options they offer is the only option we can offer // EOC


800-4467037

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5202

Acc# 8529102030095383
Callback#

Joy spoke to: Bernard
Issue: needs tech support
Actions taken: connected to central

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Acc# 8535101900318000
Callback#

Joy spoke to: Benjamin
Issue: wants update about the desputes of bill
Actions taken: provided 800-4467037 for the cx to call to check for updates // EOC

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Acc# 8771200790740084
Callback#

Joy spoke to: Rich
Issue: comcast info compromised
Actions taken: connected to CSA

**********************
no interaction with cx // ghost call // call disconencted
CR100672569
Acc# 8220111106420948
Callback#

Joy spoke to:
Issue:
Actions taken:

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Acc# 8529102560116864
Callback#

Joy spoke to: Michelle
Issue: wants to know how she will receive the modem
Actions taken: educated the cx that she will receive thru mail // offered to provide tracking but c xis driving // EOC

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we cannot able to connect to the cahnnel

Acc#
Callback#

Joy spoke to: Margaret
Issue: been having issues with the cable service
Actions taken: connectd to west division // EOC

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Acc#
Callback#

Joy spoke to: Shanta
Issue: internet went out
Actions taken: connected to central division

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Conan
Conan272

Acc#
Callback#

Joy spoke to: Michael
Issue: internet and flex activation
Actions taken: Run ITG // routed to tech but account has pending order // manually reset the wifi name and password // manually provisioned device // cx can conenct and surf the internet issue resolved // EOC


CR100680469

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Acc# 8773202410006654
Callback#

Joy spoke to: Lorraine
Issue: cable stuck on voice guidance
Actions taken: educated the cx that even if you select yes or no it will keep on going back to voice guidance // educated the cx that the best resolution that we can offer is to swap the cable with new // offered to ship or for them to pick it from the store // cx preferred to pick one from the store // EOC

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Acc# 8155500010510563
Callback#

Joy spoke to: Andy
Issue: mobile billing, wants to know why he is charge for 47
Actions taken: connectd to west mobile billing // EOC

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channel - portugese channel - @sic
rdk - 03013

Acc# 8773201250662535
Callback#

Joy spoke to: Maria
Issue: cable activation
Actions taken: run ITG // sent signals // cx followed on screen activation // cx can see pictures // cx wants to add portuguese channel SIC // cx approved // EOC
CR100691237
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Acc# 8299300070378523
Callback#

Joy spoke to: Jessica
Issue: having issues with phone
Actions taken: connected to mobile care

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new box


8607489941
Acc# 8773403910010697
Callback#

Joy spoke to: Alphonse
Issue: cable activation
Actions taken: had a tech // cable service was working before the tech left but have the same issue tonight // run ITG and sent signals // roted to tech // set schedule on 7/31, set waitlist 7/27 // connected to supervisor

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2034301243
6 whte madiso 06443



Acc# 8773403730074766
Callback#

Joy spoke to: James
Issue: general inquiry about tech for her mother
Actions taken: educated the cx that setting up tech really has possible charge but if the issue is with xfinity, tech fee will be waived but technicians can only do that // EOC

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1313 east main st , richmond va 23219

4342217378
Acc# 8299600861578979
Callback#

Joy spoke to: Brittany
Issue: needs to connect device and may need 30 mins
Actions taken: requested for callback // informed the cx that she needs to callback // EOC

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00403681283b
2238d

mt7711


Acc# 8299601130022088
Callback#

Joy spoke to: Spencer
Issue: want to set up bulk account
Actions taken: conencted to bulk department // EOC

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Acc# 8299420631407288
Callback#

Joy spoke to: Cindy
Issue: Modem activation
Actions taken: added modem to the account // run ITG // modem manually provisioned // cx can connect and surf the internet // issue resolved // EOC
CR100717090
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Acc# 8993110910101954
Callback#

Joy spoke to: Trent
Issue: wants to have a tech to activate new modem // cx also wants to actiate pods
Actions taken: Set up tech appointment // cx agreed with techorder // walked the cx thru activating xfi pods thru the app // activation successful // EOC
CR100722783
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Acc# 8778104202860287
Callback#

Joy spoke to: Sharann
Issue: cable issue
Actions taken: connected to west division

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Acc# 8497404641254120
Callback#

Joy spoke to: Patricia
Issue: have talked to an agent and scheduled her an appointment but the cx receive a message that it will be on saturday but cx has work and not available
Actions taken: connected to west to reschedule appointment // EOC

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8605301136
8773406130016253



Amston Scales


Acc# 8773406130016253
Callback#

Joy spoke to: Scott
Issue: caller ID incorrect
Actions taken: correct the caller ID // educated the cx that whatever the name of the account should be the caller ID of the caller ID // cx insisted // EOC
CR100718125
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