Notes

Lea spoke to:Sandra
Issue:modem activation//cable box activation
Reso.|:Ran ITG//check connections//routed to 1 hour resolution//educate cx to try to connect to wifi from time time and respond to message if the issue was not resolved//cx agreed//Ran ITG for cable box// issue was not resolved//set a tech appointment//EOC
Acct. #:8299300011274492
Contact #:(740) 237-5544
Ticket #:CR086442950
CR086444723
Fourmrp$
Acey
740237554

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Lea spoke to:John
Issue:landline activation
Reso.:provision the telephone//Ran ITG//issue resolved//EOC
Acct. #:8299310040522183
Contact #:(304) 886-5524
Ticket #:CR086456794




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Lea spoke to:Kathleen
Issue:connect the alexa to the internet
Reso.:Ran ITG for internet//internet is working//issue resolved//cx can't connect to the alexa//educate cx to contact the equipment's manufacturer to connect with the internet without any issues//cx agreed//EOC
Acct. #:8773102350566008
Contact #:9786040469
Ticket #:CR086459930

9782107922


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Lea spoke to:Kristine
Issue:modem activation
Reso.|:Ran ITG//check connections//call got disconnected while running itg//endorsed to support//complete the ITG
Acct. #:8773201640918860
Contact #:603) 440-3132
Ticket #:CR086465000


pitch

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Lea spoke to:Erica
Issue:cx wants to sign up for xfinity service
Reso.:transfer to new sales dept.
Acct. #:
Contact #:2158881998
Ticket #:
2158881998

1833 riverside dr.philadephia pennsylvania 19154

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Lea spoke to:Virginia
Issue:cx said there is suppose to have a technician that would come at their place
Reso.:upon checking the account, there is no appointment that was made// bypass some ITG steps to set an appointment//EOC
Acct. #:8299610100301976
Contact #:434) 981-5369
Ticket #:CR086464794
CR086465824
CR086477792


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Lea spoke to:Steven
Issue:has a problem with his cable service and internet
Reso.:Ran ITG for cable//routed to 1 hour resolution//inform cx and educate to respond to the text message if the issue is resolved or not to continue troubleshooting//cx agreed//EOC
Acct. #:8773100782217109
Contact #:857) 417-4988
Ticket #:CR086470490
CR086471037
app-04154

Advise the customer the troubleshooting steps taken should resolve the issue within one hour. We can follow up with a text message after one hour to confirm resolution. If the issue is unresolved, the customer will receive a call back to continue troubleshooting.
Does the customer consent to receiving a text message for further updates?
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Lea spoke to:Ashley
Issue:cx wants a tech for the cable outlet
Reso.|:bypass some ITG steps to set an appoinmtnet//EOC
Acct. #:8773201640770287
Contact #:(603) 552-7268
Ticket #:CR086471986




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Lea spoke to:Joseph
Issue:cable box activation
Reso.:Ran ITG//check connections//issue not resolved//set a tech appointment//EOC
Acct. #:8299200110065900
Contact #:3023731950
Ticket #:CR086474051




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Lea spoke to:James
Issue:modem and cable box activation
Reso.:Ran ITG for modem//check connections//change wifi name and password//issue resolved//Ran ITG for cable box//cx did the activation process on the screen//issue resolved//EOC
Acct. #:8299400482256026
Contact #:4439039573
Ticket #:CR086482641
CR086484250
Maple Grove

4439039573



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Lea spoke to:Rufus
Issue:cx is having a problem with the peacock and hulu in his flex box
Reso.:educate cx that he should subscribe to the apps first before he can acess with it
Acct. #:8299410050664071
Contact #:410) 845-5146
Ticket #:




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Lea spoke to:Rita
Issue: cable box is not working
Reso.: Ran ITG//check connections//issue not resolved//cx will just replace the box in the nearset
Acct. #:8299420600194396
Contact #:(301) 395-8899
Ticket #:CR086488954

garcia and davis


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Lea spoke to:Jennifer
Issue:call got disconnected while cx is trying to tell her concern
Reso.:endorsed to support
Acct. #:8773201802496945
Contact #:603) 264-2726
Ticket #:




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Lea spoke to: Aleksandra
Issue:cx can't access the show they paid for;garcia and davis
Reso.:Ran ITG//check connections//send refresh signal//issue not resolved//educate cx that the order was not pushed through because the account is ppv restricted, they can't order ppv if there was a past due balance in the account//cx wanted a sup call//transfer to support//EOC
Acct. #:8299600063694194
Contact #:(804) 939-0170
Ticket #:CR086496350
CR086509338

garcia and davis
84 or 86
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Lea spoke to:Tyrone
Issue:cable box activation
Reso.:Ran ITG//check connections//issue not resolved//cx has an inquiry about her bill that has gone up//educate cx that there was a transfer of past balance from the previous account to thi current one// cx says that she had paid the balance from the previous account on april 10, but there was no record that can be found//transfer to billing department to further assist the cx//there is a a waiting time//cx agreed to wait//EOC
Acct. #:8299610410470529
Contact #:571) 620-4956
Ticket #:CR086500550

8
xfinity package

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Lea spoke to: Naila
Issue:modem activation
Reso.:add modem in the account//Ran ITG//issue resolved//Ran ITG for flex box//cx did the activation process on the screen//issue resolved//EOC
Acct. #:8499200074136877
Contact #:267) 939-8284
Ticket #:CR086504783
CR086506141

14c03eacc72d

sbg7600ac2

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Lea spoke to:
Issue:cable box not working
Reso.:Ran ITG//check connections//
Acct. #:8499051710282587
Contact #:(640) 600-4144
Ticket #:




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