Notes

Acc# 8499051390243461
Callback#

Joy spoke to: Mary Jane
Issue: Billing concern
Actions Taken: as per checking the account is a bulk account // ask support from bulk dept. // EOC

67.27 - cable
8558468376

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Acc# 8499100101344900
Callback#

Joy spoke to: Valerie
Issue: wants to gett the internet essentials
Actions Taken: educated the cx that since she has a regular internet service with us, she cannot get the internet essentials on the same address unless he will disconnect the service and switch to internet essentials // educated teh cx that she can check if she is eligible by submitting an application online or to the store // cx decided to visit the store // EOC

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motocd98

Acc# 8499050500248576
Callback#

Joy spoke to: Marcus
Issue: internet still not working
Actions Taken: as per checking the modem if fully provisioned // walk the cx thru connecting to modem wifi name and password // cx can connect and surf the internet // issue resolved // EOC
CR095782913
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cs0258171077
cs0258171077

XRE00251

Hi! can you help me add this equipment 48f7c024758e to the account?
1911615416280177

Acc# 8299420610168190
Callback#

Joy spoke to: Annette
Issue: internet not working
Actions Taken: as per checking the internet is back online now ad cx see a solid white since outage is resolved // cx can conenct but as per cx, the tv can connect but disconnect after a while // run ITg // Routed to tech, as per cx, she already had tech yesterday // call disconnected // endorsed to support // EOC

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Acc# 8993208800428279
Callback# 4129169097


Joy spoke to: Julie
Issue: cable activation
Actions Taken: as per checking the cable box is not added on the account // contacted ECM but unable to add // Created Techspot ticket // educated the cx of the maximum waiting time for the ticket to be completed // EOC
CS0110435
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xfinity id n sec your account


48f7c024758e
Acc# 8773105020250648
Callback#

Joy spoke to: Roberta
Issue: modem activation
Actions Taken: Run iTG // modem added on the account // cx see that the modem is online but troubleshooting routed to tech since modem is still offline after sending signals // as per cx, he is using a splitter to the modem and the other goes to a cable and cable is working so it is not a problem with the connection and the modem is going online as well // educate dthe cx that since it is routed to tech, we will stick with that resolution but give an option for the cx to swap modem as well // cx will swap the modem again from the store // endorsed to support // EOC

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6301 ne 307th ave,
vamas was 98607
Acc# 8778101090296202
Callback# (503) 320-7657

Joy spoke to: Shannon
Issue: cannot switch from one account to another
Actions Taken: walked the cx to the app but the cx become unresponsive untill call got disconnected // endorsed to support // EOC

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xr2 stiki


Acc# 8993211810009477
Callback# (740) 278-5642

Joy spoke to: Aldo
Issue: having issues with tv
Actions Taken: cx cannot switch channels and cannot access on demand, cannot switch the tv off only volume isn working // tried pairing the remote, blink twice green means that it is successfully paired but still cannot switch channels // as per checking the box, it is RNG150 // given optiuon to cx to swap the cable with new one // cx decide to visit store // endorsed to support // EOC

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26/85

Acc# 8396120023407183
Callback# (571) 535-9116

Joy spoke to: Jose
Issue: internet activation
Actions Taken: connected to central Internet technical

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Acc# 8499051790160166
Callback#

Joy spoke to: Agent Randy
Issue: cannot complete order
Actions Taken: assisted in competing order // EOC

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Acc# 8773103190558072
Callback#

Joy spoke to: Mika
Issue: wants to get the tv working
Actions Taken: Run iTG // confirmed that internet is now working but still cannot access the now tv package on the account // connected to video tech // EOC
CR095810120
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9cc9ebc42db0



Acc# 8773104001464682
Callback#

Joy spoke to: Anjali
Issue: wants to activate internet
Actions Taken: Run ITG // added modem // provisioned device // cx can connect and surf the internet // issue resolved // EOC

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Acc# 8773102490875913
Callback#

Joy spoke to: Kenneth
Issue: internet activation
Actions Taken: Run ITG // reset wifi name and password // provisioned device / cx can connect and surf the internet // Issue resolved // EOC
CR095826124

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beachcomber
hightide505
hightide505



Acc# 8499050280224268
Callback#

Joy spoke to: Jill auth by joseph
Issue: modem activation
Actions Taken: Run ITG // reset wifi name and password manually // provisioned device manually // cx can connect and surf the internet // issue resolved // cx able to set purchase pin // EOC
CR095829203
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Acc# 8299600064227267
Callback# (804) 309-5014

Joy spoke to: Ezella
Issue: wants to return the equipment // as per cx, she haven't use the service but she already received a bill //
Actions Taken: tried to help the cx by troubleshooting but cx refused and got aggravated // informed the cx on how to return the equipment // EOC

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Acc# 8499050891041879
Callback# 4120852 / 7177319149



Joy spoke to: Steve
Issue: internet and cable activation // cx requested to have a tech
Actions Taken: Offer to troubleshoot before setting tech // check connection and tv input // followed on screen activation // cx can see pictures // issue resolved // provisioned modem // cx can connect and surf the interent // issue resolved // EOC
CR095839395
CR095839530.



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Acc# 8993110780024989
Callback#

Joy spoke to: Jean
Issue: landline not working
Actions Taken: Registered the tn to modem // run ITG // sent signals // cx has dial tone // can makeand receive calls // issue resolved // EOC
CR095841961
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Acc# 8773100700807452
Callback#

Joy spoke to: Emily
Issue: landline not working
Actions Taken: Registered the tn to modem // run ITG // sent signals // cx has dial tone // can makeand receive calls // issue resolved // EOC
CR095846719
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Acc# 8499052160166239
Callback#

Joy spoke to: Youssef
Issue: internet and flex activation
Actions Taken: Run ITG // reset wifi name and password // provisioned device // cx can connect // activated the flex // cx connected the flex and followed on screen activation // cx can see apps now // issue resolved // EOC
CR095847988
CR095853605
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SkyMeadows

Acc# 8499101670160388
Callback#

Joy spoke to: Dakota
Issue: internet activation
Actions Taken: Run ITG // modem offline / sent signals // modem still offline // cx will just return the equipment upstairs // EOC
CR095747105
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Acc# 8299610420537523
Callback#

Joy spoke to: Suzanne
Issue: wnats to set up xfinity ID and change the wifi password
Actions Taken: added the cx as primary user with email and number // change the password // issue resolved // EOC
CR095858594
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