Notes

Acc. #: 8299400462756896
CB #: (443) 909-9297

Reasy spoke to: Majene
Issue: billing
Action taken: pull-up the acc.// verify the acc.// educate the cx in the need to connect her over into the billing dept.// eoc.

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Acc. #: 8773212230011321
CB #: (603) 504-2256

Reasy spoke to: KENNETH
Issue: cx wanted to be connected over the business dept./cx is calling in asking if xfinity is offering pc or laptops
Action taken: pull up the acc.//continued as unverified user since cx cannot provide acc. number or his visa card// educate the cx about xfinity is offering// cx declined to be connected over to the business dept.// eoc.

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Acc. #: 8299420602830328
CB #: (917) 808-8779

A89FEC57331A

#CR085984797
Reasy spoke to: OGOCHUKWU
Issue: internet activation
Action taken: PULL-UP THE ACC.// VERIFY THE ACC.// RAN ITG// LET THE CX CHECK THE WIRINGS//SEND SIGNALS// MODEM IS OFFLINE// ROUTED TO TECH. APPOINTMENT//SUCCESSFULLY SCHEDULED A TECH. APPOINTMENT//ISSUE RESOLVED//EOC.

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Acc. #: 8499050210230575
CB #: (609) 343-7280
XR2 VU2 #CR085986704 #CR085987801
PAX501500813
#CR085986496
Reasy spoke to: MISS MILLER
Issue: CABLE BOX ACTIVATION// REMOTE PAIRING
Action taken: PULL UP THE ACC.// VERIFY THE ACC.//ACTIVATE THE DEVICE IN THE BILLING// CX CONFIRMED TV IS WORKING NOW// THE VOLUME KEY OF THE REMOT IS NOT WORKING// WALKED THE CX THROUGH THE PROCESS OF CONNECTING THE REMOTE TO THE TV// ISSUE RESOLVED// EOC.

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Acc. #: 8499053251931135
CB #: (347) 737-8181
#CR085988780
Reasy spoke to: REGGIE
Issue: INTERNET ACTIVATION/ CABLE BOX ACTIVATION
Action taken: (CX REQUESTED TO GIVE A CALLBACK)

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Acc. #: 8499052270223656
CB #: (732) 610-9621

XR15-U2
XR15-U2
HIGHER
Reasy spoke to: RALPH/ ANNETTE
Issue: REMOTE NOT WORKING
Action taken: RAN THE CX THROUGH THE PROCESS OF CONNECTING THE REMOTE TO THE TV// STILL NOTWORKING WITH THE 2 REMOTE// OFFERED THE CX TO GO TO THE NEAREST STORE//CX IS FAR AWAY FROM THE STORE// OFFERED SHIPMENT//CX REFUSED// CX WANTED TO HAVE A TECH. VISIT// APPOINTED A TECH. VISIT// ISSUE RESOLVED//EOC.

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Acc. #: 8299400433618712
CB #: (267) 815-1538


Reasy spoke to: JAMIL
Issue: MOBILE ACTIVATION
Action taken: EDUCATE THE CX THE NEED TO CONNECT HIM OVER TO THE MOBILE CARE DEPT.

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Acc. #: 8773110960002652
CB #: 4136874873-CR086014130

4132535344// add
4138350825// remove

Reasy spoke to: Charles
Issue: adding tel. number to the acc.
Action taken: pull up the acc.//verify the acc.// educate the cx// contact the other dept. for completing the order in the acc.// getting an error// call transferred to a support//eoc.

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Acc. #: 8299400431374151
CB #: 4435069435

#CR086018606
Reasy spoke to: Yvette
Issue: replacing the number associated with her acc.
Action taken: educate the cx// do the process// call got disconnected// endorsed// eoc.

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Acc. #: 8773102340354317
CB #: (978) 210-4443

#CR086022042
Reasy spoke to: Duane
Issue: inquiring about the end of his services cycle
Action taken: educate the cx about the end of his services cycle// issue resolved//eoc.
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Acc. #: 8299400051040637
CB #: (631) 806-3554

#CR086028147
Reasy spoke to: Michael
Issue: internet activation
Action taken: verify the acc.//cx has moved into the new address and there's a mistake of appointing a tech. visit instead on his new address, appointed into his old address/ educate the cx// reprocess a tech. visit into his new address// issue resolved//eoc.
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Acc. #: 8993110010012655
CB #: 7176778790

Saturday
Reasy spoke to: Prisca
Issue: cx has no wall outlets/ coax outlet
Action taken: tried to complete the order in the account// getting an error with the completion of the order// educate the cx to just wait for a callback cause it'll take more minutes to complete the order, afterwards confirm her tech. visit for the day she appointed// cx agreed// eoc.
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Acc. #: 8499100217539690
CB #: (267) 579-8502

#CR086036744
Reasy spoke to: Demetrius
Issue: mobile activation
Action taken: educate the cx on the need to connect him over to the mocile care dept.//eoc.
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Acc. #: 8499102580032972//
CB #: (610) 291-4003

neatgear
80cc9cbda800

#CR086039463
Reasy spoke to: Marianne
Issue: internet activation
Action taken: ran itg// routed to the process where the cx has to wait for 10 mins. for further updates with her service// eoc.

callback:
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Acc. #: 8773100782314724
CB #: (617) 281-0445

#CR086040317
Reasy spoke to: Daniel
Issue: mobile activation
Action taken: educate the cx about the need to connect him over to the mobile care dept.// educate the cx with the waiting time//eoc.


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Acc. #: 8773100021223538
CB #: (781) 603-3507

#CR086041538
Reasy spoke to: Marcia
Issue: cable box// cx has no coax outlet, requested for a tech. visit.
Action taken: ran itg// educate the cx for the possible charge// edUCATE HER AS WELL THERE WILL BE NO MORE TROUBLESHOOTING PROCESS IT'S JUST A PRIO TO ROUTE INTO APPOINTING A TECH. VISIT// SUCCESSFULLY APPOINTED A TECH.// ISSUE RESOLVED// EOC.

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Acc. #: 8299300011294748
CB #: (304) 544-0005

Reasy spoke to: TERESA
Issue: INTERNET ACTIVATION
Action taken: ran itg// walk the cx with the process of checking the connections// modem did not comeback online on the alloted time// set a tech. visit// issue resolved//eoc.

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Acc. #: 8299400290034078
CB #: (443) 876-3220

Reasy spoke to: Katherin
Issue: inquiring about her acp program
Action taken: educate the cx about the acp// transfer over the cx to the acp dept.//eoc.

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Acc. #: 8773406090022689
CB #: (959) 205-7419

turner classic movies, redzone

Reasy spoke to: Darlene
Issue: some channels are lost
Action taken: educate the cx about the package inclusions after her upgrade in the services that doesn't include the channels she is expecting//add up the channels she wanted// get the cx approval// channels successfully addedd/ issue resolved//eoc.

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Acc. #: 8499052170040846
CB #: (917) 992-6943

80BAC2F4DD50
#CR086055329
Reasy spoke to: DANIEL
Issue: INTERNET ACTIVATION
Action taken: ACTIVATE THE DEVICE IN THE BILLING// RAN ITG// RUN DIAGNOSTIC TESTS// CX REFUSED TO RECEIVE A TEXT MESSAGE FOR FURTHER UPDATE INTO THE ACTIVATION PROCESS// DO THE MANUAL RESTART// SEND SIGNALS// MODEM DID NOT COMEBACK ONLINE// CX REFUSED FOR THE TECH. VISIT// CX HOOKED BACK UP THE OLD MODEM// ACTIVATE IT IN THE BILLING// RAN ITG// SEND SIGNALS//INTERNET WORKING//ISSUE RESOLVED//EOC.
#CR086056685

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Acc. #: 8299400470396206
CB #: (443) 460-8418

Reasy spoke to: JANE
Issue: CANCEL CABLE SERVICES/ INTERNET
Action taken: PULL UP THE ACC.//VERIFY THE ACC.// EDUCATE THE CX ABOUT HER SERVICE AND THE NEED TO CONNECT HER OVER TO THE OTHER DEPT. IN ORDER FOR THEM TO FURTHER ASSIST HER.//EOC//

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Acc. #: 8993212960106212
CB #: 4123983714

PAW411355375
XRE-10000
#CR086063346
Reasy spoke to: ADAM
Issue: CABLE BOX ACTIVATION
Action taken: PULL UP THE ACC.// VERIFY THE CX//ACTIVATE THE DEVICE IN THE BILLING// GET THE CX APPROVAL// RAN ITG// SEND SIGNALS// CABLE BOX WORKING NOW// ISSUE RESOLVED//EOC.

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Acc. #: 8155300342644002
CB #: (310) 994-0006

Reasy spoke to: JOHN WARD
Issue: INTERNET SERVICES/ WANT A NEW ROUTER
Action taken: PULL UP THE ACC.// VERIFY THE ACC.// EDUCATE THE CX THE NEED TO CONNECT HIM OVER TO THE WESTR SEPT. IN ORDER FOR US TO FURTHER ASSIST HIM//EOC.