Notes

Acc# 8299400471048061
Callback#

Joy spoke to: Andrew
Issue: supposed to have tech today, he received a text today that his tech appointment is rescheduled without hgis knowledge but cx mention that the agent that helped her confirmed that the tech was successful but their call got disconnected
Actions taken: checked for earlier date and time but as per checking the cx had the earliest time schedule // educated the cx on waitlist // cx share frustration as well in getting a live representative via IVR, shared about how to schedule a callback instead of going thru the IVR, we will call the cx instead // educaed the cx that we don't haev access to set him to priority, cx requested for supervisor but educated the cx that what i have perovided is the same as what the supervisor will provide as well // educated the cx that the supervisor will callback // EOC


allday yesterday had no service until

4439964971


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8299400190736954
BC9B688AD83D

Acc# 8499200074190551
Callback#

Joy spoke to: Angelica
Issue: mo service for 3 days now and still have issue in using her equipment
Actions taken: as per checking, previous agent who assisted the cx created an incorrect ticket // educated the cx that this will take 24hrs // cx upset because she was waiting for 72 hrs now // cx will disconnect the service and will not continue with xfinity // endorsed to support // EOC
CS0113817
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Acc# 8299610450515886
Callback#

Joy spoke to: Diane
Issue: peacock activation
Actions taken: cx received an email // cx signed out and signed back in // cx created an account // signed in to the tv // issue resolved // EOC

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700 5404001149


94a67e01389c
c
6250

8773500080352054
Acc#
Callback#

Joy spoke to: Sean
Issue: wantsto activate service
Actions taken: added equipment / run ITG // system detected that ther is issue with the speed of his gateway and the health status of the equipment has issue // educated the cx that the outlet is active but the prob;lem is with the equipment // cx hs another device that he can use but he has to find it, still on the process of transfer // cx will callback or will buy a new modem // EOC


RX/TX Levels not within Spec
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Acc# 8499200073032168
Callback#

Joy spoke to: Tamika
Issue: wants to change modem
Actions taken: given option by mial or picking it up from the xfinity store // cx will pick it from the store // cx feedback that if we see the cx that they are using their equipment for a long time, we should informed that they have to switch their equipment // EOC


CR098496492
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Acc# 8299420621900698
Callback#

Joy spoke to: Gregory
Issue: called in last 5th to have a modem shipped and called in today to check the status of the equipment
Actions taken: as per checking the account, the last document shows that the process the shipment but no order number and tracking number after that /./ educated the cx that i can ship a new modem on priority or he can pick this equipemnt from the store without any charge // cx dicide to g to the store // EOC

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Acc# 8773202420037798
Callback#

Joy spoke to: Shawn
Issue: internet issue
Actions taken: as per checking, the internet is already working and he can connect devices to the internet now however when cx sign in to the app to reconnect the pods, cx seeing that the modemis oflfine // connected to CSA
CR098481945

PHT - Partial Channel Bonding



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9437


Acc# 8773201610302020
Callback#

Joy spoke to: Charlie
Issue: why has a past due
Actions taken: eductaed the cx that we did not receive a payment for February // eductaed the cx to scheduled a callback in a time for us to call him instead o soing thru the automated system // EOC

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5860d8f9b84b
sc6190

Acc#
Callback#

Joy spoke to: Maya
Issue: had a tech and tech told them to buy a new modem
Actions taken: cx got new modem // run IT // sent signals // modem offline // routed to tech // set appointment // EOC

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2356
03033
CR098506461

Acc# 8773100781584848
Callback#

Joy spoke to: Jenan
Issue: cable not working when cx install the modem on the basement
Actions taken: Run ITG // sent signals // check connections // modem active, internet activated // sent multiple of signals but cable still not working // routed to tech set appointment // cx double check the connections in the basement // cx connected a cable and the tv come back on // cancelled the tech // EOC
CR098504447
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CR098510300
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Acc# 8993111620845708
Callback#

Joy spoke to: Sonia
Issue: internet activation
Actions taken: problem with the speed of the gateway and degraded internet issue // route to tech // informed the cx of the possible charge // cx refuse // cancel tech // EOC
CR098515123
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xi11sc522290f3e1bico

Acc# 8499052510160395
Callback#

Joy spoke to: Nicole
Issue: flex activation
Actions taken: added flex // cx follow on screen activation // issue resolved
CR098522486
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123 a 1105

Acc# 8499052050289075
Callback# (848) 238-5447

Joy spoke to:
Issue:
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cx unresponsive , no interaction with cx, call disconnected // EOC




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8993111810021227
(610) 858-2393

2032280673

Acc# 8773402120011735
Callback#

Joy spoke to: Neisha
Issue: no dial tone
Actions taken: Run ITG // provisione ddevice // cx has dial tone // issue resolved
CR098528050
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b85e713a6d61



Acc# 8299420321252853
Callback#

Joy spoke to: Tanesha
Issue: wants to have a tech
Actions taken: educated the cx that the tech has a possible charge // informed the cx that the equiment is not added to the account // created ticket // informed the cx that once equipment is added to the account, cx can call and have it troubleshoot // eoc
CS0113920
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