Notes

A: 8499100060061990
CB: 2673122801

Jade talk to: CAROL
Concern: Cable Concern
Auth: YES
Bulk - Misrouted call

RESO: Transfer the call to Bulk Dept. EOC

CR Ticket #CR098237115

CR Ticket #CR098241791


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A: 8299200060393328
CB: 3025219425

Jade talk to: DIANE
Concern: Request for tech visit | Modem Activation
CM: B8:5E:71:38:62:41

RESO: Cx educ, offer TS first w/ the new modem. Run ITG, set up wifi name/password. Call got disco, callback cx asap to continue TS. Modem & Telephone is working. Ship new cable box for the update, send approval via text, apply credit to waive the shipment fee. #resolved EOC

CR Ticket #CR098247051

N: DSNOVER 2.4
P: mediasure

XM:

EVERY AO OR EQUIPMENT SWAP NEEDS A RATE CODE CHARGE ADDED


2001:558:4083:8d:8d0e:9742:cc2e:40ce

Do you wish to continue?


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tamy
A: 8299420651609177
CB: (301) 741-6197

Jade talk to: CHRIS
Concern: Follow Up Tech appointment | Receive confirmation via chat that tech will come today. | Cancel service
Auth: YES

RESO: Cx educ about the existing appointment on the account. No available earlier shed. Transfer the call to CSD. EOC


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Hey Estela, Ayanda from Merchants Johannesburg Northeast is transferring a call from...

A: 8499102830167040
CB: 6102037769

Jade talk to: KELLY
Concern: Cx wants to add
2nd line for her landline service | Port-in Concern
6102224478 Verizon to xfinity

RESO: Cx educ. Add w.o for the 2nd line. Contact port-in dept. Transfer the call to port-in. EOC

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6102224478 Verizon to xfinity

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A: 8773102931174397
CB: 9787617953

Jade talk to: ORLANDO SILVA
Concern: MODEM ACTIVATION
CM: 48BDCE52E991

RESO: Run ITG, system detected the SRO on the service. Set up wifi name/password, provision modem. Modem & Telephone is working. #resolved EOC

CR Ticket #CR098299249

N: laura
P: 14539324

XM:

CR Ticket #CR098299249



Device Type: MTA
TECHNICOLOR CGM4331COM
XH Camera Compatible
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A: 8499051600614584
CB: 7329978154

Jade talk to: SAUMYA
Concern: Modem Activation
CM: 2494CBFEEAE7
Model: SB6183

RESO: Add modem, complete work order, send approval via text. Run ITG, We have detected a pattern of intermittent internet connectivity in the last 7 days. While trying to set up sched call got disco, callback cx route to VM. Leave mesage. Cancel appointment. Endorse to support. EOC

CR Ticket #CR098309330


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A: 8993 207590088533
CB: 7242442565

Jade talk to: Jerry
Concern: Remove TCM/M More Sports

RESO: Cx educ, inform that TC is part of his channel line up. Remove M More sports on the service as per cx request. Send approval via text, no response from cx, provide ghost spiel. EOC

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Callback cx multiples times. Just ringing only.

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A: 8773600100280424
CB: 8454642876

Jade talk to: Linda Raguso
Concern: Cancel the downgrade of service | Sched a tech visit.

RESO: Run ITG 2.0 w/o TS. Cancel work order as per cx request. Sched a tech visit send approval via text. Process technician - please waive the tech fee since she was told to be free of charge for tech visit - already explain that it will be one time only. EOC

CR Ticket #CR098315139
Scheduled for 7/18/2023 from 08:00 - 10:00 AM EDT


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EVERY AO OR EQUIPMENT SWAP NEEDS A RATE CODE CHARGE ADDED


Do you wish to continue?


Existing Jobs associated with this order may no longer be valid.

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A: 8299400431305015
CB: (410) 504-2155

Jade talk to: JOHNNY
Concern: Connectivity Issues
1C937CEBAEF9

RESO: Run ITG, follow TS, modem is fully activated, assist cx on the process. #resolved EOC

CR Ticket #CR098324740


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A: 8299600064246002
CB: 8043003953

Jade talk to: LAQUOIA
Concern: Modem Activation

RESO: Run ITG, follow TS, send signal, modem is offline, route to tech visit, EOC

NOTE: Let the customer know they will not be charged for the technician visit.

Scheduled for 7/13/2023 from 03:00 - 05:00 PM EDT

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Utilize HOW6228 to educate the customer on chargeable service visits and appointment expectations, including but not limited to the following:
We may charge for this visit if we determine the problem is not caused by Comcast equipment or service.
We do not charge for service visits scheduled within 30 days of a previously technician completed service visit, installation, or change of service.
An adult over the age of 18 must be present during the entire appointment.
We’ll need access to all cable outlets in the home and the technician will not move furniture.
Pets must be secured during the technician visit, for their own safety and the technician’s.
Note: Do not set expectations with the customer that an equipment swap will resolve the issue. The technician will determine the best resolution.


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A: 8499053290317825
CB: 6094421018

Jade talk to: FELICE
Concern: Modem Activation
CM: A0FF700B977B

RESO: Add modem, Run ITG, provision modem. Set up wifi name/password. Modem is working. #resolved EOC

CR Ticket #CR098335945

N: Denman
P: 1122334455

XM: Decline


150 is
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A: 8499052460614862
CB: (646) 797-0866

Jade talk to: BEN
Concern: Modem Activation
CM: 48:1D:70:70:AA:D0

RESO: Run ITG, follow TS, send signal, Due to technical issues, this customer must replace their existing gateway and cannot be reprovisioned to restore Xfinity Internet services. A new gateway was shipped to them. If they still have it, assist them with activation. If they did not receive or no longer have the gateway we shipped to them, they can visit an Xfinity Store or place an order at “xfinity.com/equipmentupdate”. EOC

CR Ticket #CR098341352

N: MOTO22EA
P: 5390p7nkpy

Modem Boot File d11_v_dpc3941tims_lockingcos.cm

Erouter IP Address 2001:558:4033:7a:7d:95d1:aace:bc47

2001:0558:4033:007A:007D:95D1:AACE:BC47


Modem Boot File d11_v_dpc3941tims_lockingcos.cm

Due to technical issues, this customer must replace their existing gateway and cannot be reprovisioned to restore Xfinity Internet services. A new gateway was shipped to them. If they still have it, assist them with activation. If they did not receive or no longer have the gateway we shipped to them, they can visit an Xfinity Store or place an order at “xfinity.com/equipmentupdate”. If they have questions or need help with placing an order, transfer the customer to Campaign Qualified Modem Exchange using the One Transfer Tool. Utilize the articles provided to educate the customer on non supported devices.
For additional information on Customer Devices with A “Lockingcos” Class of Service, review TLK3236

For additional information on DPC3941T Wireless Gateway Service Impact, review TLK2920
Click Next to continue.

1Z18424E0328594982
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A: 8498320012236711
CB: 2062905182

Jade talk to: Robert Holzworth
Concern: Cable Box Activation
SN: M91736EV7554
Auth: YES
WEST - SEATTLE
Misrouted Call

RESO: Transfer the call to West. EOC


@(407) 409-2829@@@@@@@@@@@
1224
3276


A: 8299420651603121
CB: 7038906199

Jade talk to: Yin-Min Lin
Concern: Cx request to update the password on the modem

RESO: Run ITG, modem is fully activated. Set up wifi name/password. #resolved EOC

CR Ticket #CR098348756
CR Ticket #CR098350412

N: 0324
P: 4074092829

XM:

2001:0558:4061:0039:79A6:82B1:051D:C216

On or around the 5th of each month
Xfinity ID: Not Available
Visa ending in 4433
Expires 03/28

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A: 8773213020127095
CB: 5125346867
CM: MAC Address AC:4C:A5:5A:46:6A

Jade talk to: Andrew
Concern: Modem Activation
CM: AC:4C:A5:5A:46:6A

RESO: Run ITG. Cx educ. about the status on the device. Change service from owned to rental, send approval via text. Cx is not responding w/in 4mins. End the call. Callback cx asap. Send another link for approval after a few minutes cx is not responding. Try to callback again route to VM. No changes made on the account. EOC

CR Ticket #CR098354912


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2001:558:4023:a4:cd9d:3f03:7891:17e4

5125346867

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A: 8499051890703758
CB: 7323306892

Jade talk to: THOMAS
Concern: Cable Box Activation | Stuck on Screen Saver
SN: PKQPRHPBB

RESO: Run ITG, follow TS, send signal, cable box will on for a minute and will turn off, try to plug in to different outlet still the same. The XRE connection has been successfully refreshed. Route to tech visit, cx refuse and will try tomorrow. EOC

CR Ticket #CR098356823
CR Ticket #CR098359052


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