Notes

Nancy | Plymouth CCA

A: 8993114441791598
CB:

Jade talk to: Nancy (Repair Agent)
Concern: Telephone Activation

RESO: Ask assistance to activate the telephone number, Educ for the process, run ITG-No Dial Tone, register TN on XPG: REGISTERED-NORMAL-NORMAL. #resolved EOC

CALL TYPE
Agent Transfer - SIK Voice

N:


TN: [2722281201] has successfully provisioned in EDA | Features: SUCCESS | Activation: FAILURE
P:

XM: CR Ticket #CR098408788

2722281201


Zadoora Rivera

2722281890

TN: [2722281890] has successfully provisioned in EDA | Features: SUCCESS | Activation: FAILURE

TN: [2722281201] has successfully provisioned in EDA | Features: SUCCESS | Activation: FAILURE

An automated check has determined the customer is attempting to Activate the second line on the account and this issue will need to be escalated to appropriate support area. Click Next to continue.
An automated check has identified that the customer has an open ticket already pending. Utilize the articles provided to update any necessary information on that ticket to aid in the resolution of their problem.
For additional information on Ticket Overview, review HOW9406

For additional information on How to View Open Ticket Information, review HOW11584
Click Complete ITG to exit and go to ticketing screen.
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A: 8993110911471398
CB: (717) 329-6543

Jade talk to: PATRICIA
Concern: Inquiry about tech fee | Cx wants to pay her bill
Auth: YES

RESO: Run ITG, Cx educ about her inquiry, provide options on the payment process, call got disco. Callback cx route to VM. EOC

CR Ticket #CR098417532

N:
P:

XM: Decline

CR Ticket #CR098417532


7173296543

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A: 8499053180343873
CB: (929) 628-7304

Jade talk to: JOAO
Concern: MODEM ACTIVATION
CM: 484BD44E1F48
MTA: 484BD44E1F49

RESO: Change service from owned rental, send approval. Contact ECM to add device. Run ITG, follow TS, send signal, modem is offline, route to tech visit. EOC

Scheduled for 7/14/2023 from 02:00 - 04:00 PM EDT

CEM36E - ILLOGICAL EQUIPMENT TRANSFER
ECM0002691539


cc: 0552
Our system was unable to capture this SSN or DOB. Please try again.



ssn: 192910501
date#: 04222002

Tmobile
IPHONE

PRIMARY ACCOUNT HOLDER INFORMATION
Prompt the customer to use their phone’s keypad to securely enter their Social Security number and date of birth
Date of birth: mm/dd/yyyy


350058639401276

Social Security number (9 digits): 000-00-0000

Resend customer entry
Our system was unable to capture this SSN or DOB. Please try again.
XM:
Can you help me add the equip on the account please?

CEM36E - ILLOGICAL EQUIPMENT TRANSFER

lesly BYOD
eSIM
eSIM for
Apple iPhone 14 Pro Max , 512 GB Deep Purple

SKU: 194253378884
IMEI: 356200546285533
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A: 8299420651610878
CB: 8565396647

Jade talk to: DILKI
Concern: Modem Activation
CM: 6CCA0874EE67
MODEL: SBG6700AC

RESO: Run ITG, follow TS, detected a pattern of intermittent internet connectivity in the last 7 days. Sched a visit. EOC

Original: Fri Jul 14, 2023 from 01:00 PM - 03:00 PM EDT

N:
P:

XM: Decline

CR Ticket #CR098456670

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A: 8499050280655560
CB: 6103242194

Jade talk to: THOMAS
Concern: Follow up Tech Appointment

RESO: Cx educ about his concern. Confirm appointment sched. No changes made on the account. EOC

XM: Decline

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John Miranda

5407138765
A: 8299600740733605
CB: 5404350300

MAC Address 8C:6A:8D:50:1E:E8
MAC Address 8C:6A:8D:50:1E:E7

Jade talk to: John(sales agent) | Kaitlyn Rhodes
Concern: Telephone Activation

RESO: Take over the call. Run ITG for activation, call got disco, endorse to support. complete ITG. EOC

CR Ticket #CR098474630


N:
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XM:


iphone 14
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A: 8499101680856967
CB: 2157156078

Jade talk to: JESSICA
Concern: Unable to connect her phone on the wifi | Unable to Pause/UnPause

RESO: Run ITG, follow TS, error device is pause. Route to 1hr soak process. EOC

CR Ticket #CR098474038
CR Ticket #CR098475891

NOTE: Encounter issue on my pc, need to transfer to other station/pc.

Text Message Preparation
Advise the customer it takes one hour for diagnostics and appropriate resolutions to complete. We'll send a text message to 2157156078 to confirm the issue is still occurring. If the issue persists, they should reply to the text when available to continue troubleshooting and connect with an agent through chat or virtual callback.
P:

XM:

Possible DSAT

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A: 8773103231417221
CB: 6176863748

Jade talk to: BARBARA
Concern: Rermote Concern/Pairing
SN: M11735TR6029

RESO: Run ITG, guide cx on the pairing. Remote is working. #Resolved EOC


CR Ticket #CR098480211

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01803
02026

Tony Dicicco (BAKA)
8773102290712555
Exline Global Logistics
411 Waverly Oaks Rd Ste 303
Waltham, MA 02452


CB: 7819963013

Jade talk to: John Tichico
Concern: Cx is wants to xfinity


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A: 8773600100282354
CB: 9142073722

Jade talk to: Carmel
Concern: Cable Box Activation / RDK 03013
SN: PAK804335921

RESO: Run ITG, follow TS, send signal, still getting RDK 03013 on the screen, route to tech visit. EOC

Original: Tue Jul 18, 2023 from 10:00 AM - 12:00 PM EDT

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A: 8299400051003502
CB: (443) 370-5163

Jade talk to: CURTIS
Concern: Flex Activation

RESO: Run ITG, guide cx on the screen activation. Flex is working. #resolved EOC

CR Ticket #CR098496987


N:
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XM:

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A:8499102730228249
CB: 2675158457

Jade talk to: REBECCA
Concern: Cable box activation | No Signal
SN: MA1901PTM365

RESO: Run ITG, guide cx on the screen activation. Call got disco, endorse to support. EOC

CR Ticket #CR098501119
CR Ticket #CR098501257


N:
P:

XM:

CR Ticket #CR098502235


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A: 8773201800153258
CB: (603) 627-3905

Jade talk to: Linda
Concern: Modem & Telephone Activation
CM: 80DAC29A0B7C

RESO: Run ITG, send provision signal, system detected and open sched for tech appointment. Modem is working. #resolved EOC


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A: 7176794158
CB: 8993112210148867

Jade talk to: JENNIFER CASH
Concern: Modem Activation | Xfinity App
CM: D4:6C:6D:50:D2:39

RESO: Run ITG, set up wifi name/password. Modem is working. Assist cx about his concern, guide how to reset his password w/ xfinity ID. #resolved EOC

CR Ticket #CR098511160

N: CASHNET 32
P: DropShip56!

XM: Decline

0 Qualify for monthly device payments
3 Must be paid in full or BYOD
2001:558:4031:77:250b:b3dc:201:c373

@@@@@@@@@@@@
4761
A: 8299610050595536
CB: 5059983792

Jade talk to: Pamela
Concern: Mobile Concern | Asking for TraJade talk to: NICHOLAS
Concern: Modem Activatio

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

Original: Sat Jul 15, 2023 from 10:00 AM - 12:00 PM EDT

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