Notes

0231
A: 8220144020486760
CB: 2299392903

Talk to: DARIEL/MARJORIE
Concern: Customer needs to reset their Xfinity password | Cx wants to speak w/ supervisor
Auth: YES

RESO: Ran ITG, cx refuse to cooperate, escalate concern to TL. Call got disco. Endorse. EOC

CR Ticket #CR114447687

DSAT CALL


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A: 8535100610207768
CB: 7322598702

Talk to: JOE
Concern: CX wants to update wifi name per bands.

RESO: Ran ITG, call got disco, cb cx route to vm. Leave message. Endorse to support. EOC

CR Ticket #CR114463912


N: Paperfiish2417 2.4 GHz
P:

XM:

2001:558:4092:6:7dd8:2350:7548:2ecd

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A: 8396100450171718
CB: 9128972221 landline
(912) 247-5997

Talk to: Joseph
Concern: Status code 222 | cable issues

Reso: Ran ITG, follow TS, send signal, route to 2hr soak process. EOC


N:
P:

XM: Decline
5626847+845+89
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A: 8498350230552334
CB: 2533768454 / (253) 845-4471

Talk to: SHARON
Concern: NO DIAL TONE

RESO: Ran ITG, follow TS, send signal, conduct test call, For further resolution of the customer's issue, a trouble call is advised.

Original: Today from 03:00 PM - 05:00 PM PDT



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c
A: 8499100221503195
CB: (215) 281-3573 - landline


Talk to: THOMAS
Concern: Equip Inquiry | Cx is asking about the shipment for his new box but he receive modem instead | Ship new cable | Accessible Inquiry

RESO: Cx educ for the process, apologize, process shipment, call got disco, cb cx to continue the process, cx dont have access w/ text & email, capture approval via verbal. Cx agree, process credit to waive the ship fee -$30.80 | Transfer the call to Accessibility Team. EOC

NOTE:

N:
P:

XM:

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A: 8771300512558812
CB: (773) 297-7836

Talk to: PATRICIA
Concern: Modem Activation
CM: 48BDCED18DDE

RESO: Ran ITG, follow TS, upon checking modem is fully activated. #resolved EOC

CR Ticket #CR114486402


N:
P:

XM: NE

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A: 8535114841536242
CB: (772) 631-6396

Talk to: AL
Concern: NO SOUND / REMOTE ISSUES
SN: PAK811783558
LG - XR15

RESO: Ran ITG, follow TS, remote is working. #resolved EOC

CR Ticket #CR114488584


N:
P:

XM: Decline

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A: 8773201640318004
CB: 6032946990

Talk to: Sarah
Concern: Receive a call from xFinity

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A: 8499100027632891
CB: 2674723366

Talk to: BRENETTA
Concern: No Connections

RESO: Ran ITG, follow TS, send signal. Modem is working. Cx able to connect and access internet. #resolved EOC

CR Ticket #CR114497669


XM: NE

2001:558:4042:4:18b4:30d8:f29d:32ae

######
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Hey Estela, Richard from Concentrix Cebu is transferring a call from...
6616
A: 8777703196647443
CB: (832) 488-3742

Talk to: GALE
Concern: Mobile Discount | ACP

RESO: Cx educ, discuss cx about ACP. Share acp article. #resolved EOC

decline
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8495840011901984
BOB BATEY
(847) 612-4107 - 3 seconds


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A: 8535100230968336
CB: (239) 290-8536

Talk to: CHAD
Concern: No Connections

RESO: Ran ITG, follow TS, send signal, modem is offline. Sched tech visit. #resolved EOC

Original: Fri Oct 27, 2023 from 03:00 PM - 05:00 PM EDT


DECLINE

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A: 8499102580031479
CB: 6102126180

Talk to: KAREN
Concern: XRE 10000 | Cable Box Activation
SN: PAK805612676

RESO: Ran ITG, follow TS, new box is working. #resolved EOC

CR Ticket #CR114513237




XM: Decline
156 verizon
3 line
apple se IMEI: 356481106290465

tmobile 120
IMEI: 353003096668402
m6109997181

ssn: 208367095
dob: 12231945



27
5

CC#:
ED:
SC:

10 Qualify for monthly device payments
0 Must be paid in full or BYOD

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A: 8499100027438802
CB: 2159897773

Talk to: JOHNY
Concern: CONNECTIVITY ISSUES

RESO: Ran ITG, follow TS, modem is offline. Sched tech visit. #resolved EOC

Original: Fri Oct 27, 2023 from 02:00 PM - 04:00 PM EDT

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#####3
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A: 8495741224089072
CB: 9049628846

Talk to: DOLORES
Concern: Connectivity issues | Unable to connect her Smart TV (LG) | Promotions

RESO: Ran ITG, follow TS, cx can connect her TV. Call got disco, cb cx to update for the latest promotions. EOC

CR Ticket #CR114528858


N: DoloJ
P:

XM:
LG

7 Qualify for monthly device payments
3 Must be paid in full or BYOD

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A: 8155400510291238
CB: (510) 205-3305

Talk to: Dickie
Concern: Weak/No Signal

RESO: Ran ITG, follow TS, cable is working. #resolved EOC

CR Ticket #CR114532628


N:
P:

XM: decline

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A: 8771300113407690
CB: 3123831530

Talk to: SHAREEF
Concern: Cx wants to cancel service | Billing Concern

RESO: Cx educ, unable to transfer the call to CSD, share article for callback, dfiscuss about his billings. No changes made on the account. EOC

########A: 8993111450216715 CB: 7175994247 Lynnsey | Req tech visit for Separate Install | Waive tech fee. For CB once tech complete the installation this 10/18/23 12n-2pm. Need to update cx. ###

CALLBACK | route to VM

We just check that the In-Home Service Visit charge is on the Bill. TL approved and process credit $100 as promise. Leave message. EOC



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