Notes

NO ACCOUNT POP UP
CB: 8776807181

Cx receive


################

A: 8499200071484080
CB: 2159172911

Talk to: ERIC
Concern: No Connections

RESO: Ran ITG, follow TS, Advise the customer that the Internet Device did not come back online in the allotted time. Cx confirm that the modem is offline and he ca connect w/ his device. Refuse to sched visit. TS the remote, still not working. Ship new remote. Send approval via text, apply credit $6.83 | #resolved EOC

CR Ticket #CR113475837
CR Ticket #CR113481458


sharp -xr15

N:
P:

XM:


2001:0558:4042:0030:0022:BBF9:CBD5:572E

♥123♥
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3132966546
A: 8529101950161936
CB: 3136936534
652294

Talk to: Madison
Concern: Transfer service
New Add: 2056 THOMAS ST LINCOLN PARK MI 48146
Auth: YES

RESO: Transfer to NMD. EOC

♥123♥
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A: 8499053120660816
CB: 9735191843

Talk to: BRIGETTE
Concern: Billing Concern | Cx is asking why her bill is high

RESO: Cx educ about her bill, transfe rthe call to billing. EOC


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A: 8773201100674722
CB: (603) 315-7548

Talk to: MARY
Concern: No Sound / Audio Issues | No signal

RESO: Ran ITG, follow TS, route to 2hr soak process. | Ran ITG, check connections but no signal on the screen. Route to 2hr soak process. EOC

CR Ticket #CR113496219

N:
P:

XM:
18009346489

♥♥♥123♥♥♥
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A: 8499052830071678
CB: (917) 968-6444

Talk to: JAMES
Concern: xFi Pods Activation

RESO: Ran ITG, follow TS, guide cx on the activation process, route 1hr soak. EOC

CR Ticket #CR113506579

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#####
A: 8773110320026227
CB: 4132199944

Talk to: DONALD
Concern: Cable issues

RESO: Ran ITG, cx could not TS box due to health reason and want to sched tech visit, bypass TS, send signal, route to 2hr reso. #resolved EOC

CR Ticket #CR113509786

Remarks: Callback cx and educ about the xfinity stream app
N:
P:

XM:

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A: 8299600160613550
CB: (804) 921-6974

Talk to: SAKILA
Concern: No Connection (Prepaid)

RESO: Transfer the call to Prepaid. EOC

NOTE:

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P:

XM:

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A: 8299610241293280
CB: 5713322929

Talk to: Francisc/Kelly
Concern: No Connections

RESO: Ran ITG, follow TS, The results of the Speed to Gateway test are less than 90% of the speeds included with the customer's Xfinity Internet plan. Sched tech visit. EOC

Original: Fri Oct 20, 2023 from 03:00 PM - 05:00 PM EDT

N:
P:

XM: decline
5 Qualify for monthly device payments
0 Must be paid in full or BYOD

2001:0558:4061:0028:E0A6:0C15:F3CB:FEDB

@@@@@@@@@@@

A: 8499100221897894
CB: 2675603171

Talk to: AUDREY
Concern: Remote Programming
vizio - XR15

RESO: Ran ITG, follow TS, guide cx how to pair the remote, cx refuse to continue TS and want to sched tech. Educ for the fee, cx refuse and will call again. Cx disconnect the call. Endorse to support. EOC

CR Ticket #CR113519316

##########
LISLIE PARKER /CSD/
STATUS OF NUMBER / PORT-IN-OUT
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A: 8499052510523873
CB: 9083582657

Talk to: LINDA
Concern: Modem/Incorrect Password

RESO: Ran ITG, update wifi name/password, cx able to connect w/ her wifi after the update. #resolved EOC

v

N: SMART$
P: 9083582657

XM:

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A: 8499051600437200
CB: 6096177877

Talk to: DONNA
Concern: NETFLIX ISSUES/APP NOT LAUNCHING

RESO: Ran ITG, follow TS, account refresh. #resolved EOC

CR Ticket #CR113530344


N:
P:

XM:

@@@@@@@@@@@
Hey Estela, Angelyn from VXI Clark is transferring a call from...
JANE / CSA

A: 8499051490829730
CB: 8562646736

Talk to: LESLIE
Concern: XRE-22 VOD-7007 | PPV order, cx wants to buy the movie encounter error.

RESO: Take over the call, Ran ITG, educ about peacock, An automated check has determined that the customer is currently past due. Review payment options with the customer to collect at a minimum the past due balance. It may take up to 24 hours for the payment to post before On Demand programs can be ordered. Educ cx about her concern. #resolved EOC

CR Ticket #CR113534281


N:
P:

XM: XRE-22 VOD 7007 CREDIT_EXCEEDED. Account not in good standing. Account on credit hold, customer has requested no charges on the TV Box, invalid hibit flag, etc.

@@@@@@@@@@@
Hey Estela, Valencia from Concentrix Dominican Republic is transferring a call from... KAYLA
A: 8993211070428334
CB: (724) 417-0684

Talk to: Michael
Concern: Modem activation
CM: 10868C24B282

RESO: Take over the call, Ran ITG, follow TS, call got disco, callback cx, continue TS, set up wifi naHANHAme/password, provision modem. #resolved EOC

N: Carpenter Mike
P: Carpenter23!

CR Ticket #CR113538205


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6022

7202
A: 8299600080296239 - old

A: 8299600080995814
CB: 8043806398

Talk to: LINDA
Concern: RDK 03013 | CABLE ISSUES

RESO: Ran ITG, follow TS, utomated check has identified the online status for the set-top box is Red, and troubleshooting has not been successful in resolving. Sched a visit. #resolved EOC

Original: Thu Oct 19, 2023 from 01:00 PM - 03:00 PM EDT

N:
P:

XM:

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A: 8773404111381606
CB: 2033938282

Talk to: DENNIS
Concern: NO CONNECTIONS

RESO: Ran ITG, follow TS, cx able to connect and access his internet. #resolved EOC

CR Ticket #CR113546107


N: DBRYANG
P:

XM: decline

2001:0558:4023:01B1:A9EE:1BCA:796A:A5E6

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A: 8772106140330006
CB: 6129103164 6129103064

Talk to: DEMOSTHENES
Concern: NO SERVICE

RESO: Ran ITG, Advise the customer that there will be no charge for this service visit because our systems indicate an issue on our side. Sched Tech visit. EOC

Original: Fri Oct 20, 2023 from 04:00 PM - 06:00 PM CDT

Waitlist: Thu Oct 19, 2023 from 5:00 PM - 7:00 PM CDT
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