Notes
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CR086309043/CR086311560/CR086311700
CB:(724)532-2905
Acc:8993204340233048
Issue/Reso:cx cannot log-in to Xfinity account-educated cx he doesn't have an Xfinity ID and password yet but cx don't believe it because he insist that he already have one,cx also mentioned that he cannot log-in to website because he is receiving a message "site cannot be reached"-educated cx that the cause of this sometimes is because of no internet connectivity,offered to do troubleshooting to fix servicxes problem specially cable box but cx don't want to and wanted to have an American rep-educated cx that there is no guarantee because all calls are filtered,proceeded with warm transfer as customer insist to Video tech department,EOC
-----------------------------------
Roj talked to Jackseline Borges Garcia
CB:(267)702-9320
Acc: 8499100217267680
Issue/Reso:cx wants to re-enroll in ACP,transferred to ACP department,cx agreed to wait in the line for the next rep,EOC
-----------------------------------
Roj talked to Christopher Nearhoof
CR086318159/CR086319118
CB:(301)471-7741
Acc:8299420350011360
Issue/Reso:modem activation,ran itg for activation,set up wifi name and password,ran itgb for Xfinity wireless gateway settings,issue resolved
Danville6301
Zachary!011119
-----------------------------------
Roj talked to Samuel Ampene
CR086330860
CB:(202)262-3194
Acc:8299400023665834
Issue/Reso:cx cannot go to live channel it always direct to recordings,cx wants to get a callback by 5:40 to continue the process because he's not at home right now,endorsed to support,EOC
-----------------------------------
Roj talked to Magie/Lucinda Vieira
CR086334558
CB:(617)297-4446
Acc:8773103171455900
Issue/Reso:cable box issues-not in the correct HDMI,just asked cx to change the TV input,EOC
-----------------------------------
Roj talked to Grace Mattiello
CR086336238
CB:(410)916-1665
Acc:8299400480659866
Issue/Reso:tech appointment inquiry-educated cx we cannot see the time range tech will go to visit and advised cx to just keep their lines open,EOC
-----------------------------------
Roj talked to Joseph Dickinson-xm pitch (gateway rental)
CR086341897
CB:(412)523-2001
Acc:8993212990487632
Issue/Reso:own modem activation,added device on account and change service from rent to own,ran itg for activations and routed to tech appointment,issue resolved but cx wants to have internet today so he wants to set up the old box,provisioned old box,issue resolved
-----------------------------------
Roj talked to Andrew Vennell-xm pitch
CR086346259/CR086347985
CB:(413)563-9972
Acc:8773110181439840
Issue/Reso:voice activations,ran itg activations,re-register home phone number,issue resolved
-----------------------------------
Roj talked to Yvonne Harmon
CR086352706
CB:(908)587-6265
Acc:8499053500552963
Issue/Reso:modem activation AND CABLE BOX,completed service order,ran itg activation and routed to tech appointment but cx do not want to proceed and wanted to troubleshoot again,proceeded warm transfer to hsi department to fix internet,cx agreed to wait in the line for the next agent,EOC
-----------------------------------
Roj talked to Timothy Healy-xm pitch
CR086355713/CR086356967
CB:(908)938-4003
Acc:8499052850235476
Issue/Reso:cable box activation,ran itg for activation,issue resolved
-----------------------------------
Roj talked to Jason Madden
CB:(857)264-6802
Acc:8773100510211697
Issue/Reso:tech appointment inquiry-educated cx that account is in service disconnected,wants to set up xfinity services,transferred to sales department,cx agreed to wait in the line,EOC
-----------------------------------
Roj talked to Deborah Izzard-xm pitch
CR086364654
CB:(267)237-6071
Acc:8499100216449768
Issue/Reso:modem reactivation,refreshed the account,ran itg for connectivity issues,issue resolved
-----------------------------------
Roj talked to Jose Mendez
CR086363689
CB:(908)884-5693
Acc:8499053640561809
Issue/Reso:cx wants to activate cable box and wants to talk to a spanish rep,warm transferred to Spanish dep for video tech,cx agreed to wait in the line,EOC
-----------------------------------
Roj talked to Darline Pierre-callback for xm
CR086368027
CB:(771)223-8886
Acc:8773100011351182
Issue/Reso:modem activation,ran itg for activation and cx decided to just have a tech appointment,issue resolved
-----------------------------------
Roj talked to Rhoda Winfield
CR086370579
CB:(410)504-7161
Acc:8299400461395027
Issue/Reso:cx wants to talk to supervisor about the tech appointment-doesn't want to talk to me and tells me to shut up,endorsed to support,EOC
-----------------------------------
Roj talked to Dempsey Shovlin
CR086376181
CB:(609)613-6408
Acc:8499050350506784
Issue/Reso:modem activation,completed service order,ran itg for activation and routed to tech appointment,issue resolved
-----------------------------------
Roj talked to Timothy Charest
CR086377392
CB:(508)528-8521
Acc:8773100160287971
Issue/Reso:cx audio in selected channels is coming in and out but cx cannot answer follow up questions and seems to be not sober and just keeps talking about personal girlfriend preferrences,advised cx that I need to end the call if there is no Xfinity services issues,EOC
7742912420
-----------------------------------
Roj talked to Jonathan
CB:(801)299-0166
Acc:8495440880762227
Issue/Reso:cable box activation,transferred to west div for video tech dep,cx agreed to wait in the line for the next agent to answewr,EOC
-----------------------------------
Roj talked to Mohammad Rib Rashid Ahmad
CR086385144
CB:(267)633-6129
Acc:8499100027581205
Issue/Reso:modem activation,ran itg for activation,set up wifi name and password but cx said she will just have a technician appointment,issue resolved
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