Notes

Acc#
Callback#


Joy spoke to:
Issue:
Actions taken:



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Acc#
Callback#


Joy spoke to:
Issue:
Actions taken:



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Acc#
Callback#


Joy spoke to:
Issue:
Actions taken:



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Acc#
Callback#


Joy spoke to:
Issue:
Actions taken:



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Acc# 8773500260047243
Callback#
8028790682

Joy spoke to: Elaine
Issue: wants to have tech
Actions taken: set up appointment // cx agreed but system unable to get the customer // appointment set ?? EOC

8022881011

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Acc# 8771300320304342
Callback#


Joy spoke to: Sheila
Issue: wants to put hold on the mobile phone and more questions about mobile
Actions taken: conencted to mobile care



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Acc# 8993210340278602
Callback#


Joy spoke to: Andrew
Issue: wants to know how to change ownership
Actions taken: Shared a link to the cx to follow the step in changing ownership but cx want sto disconnect and have somebody to set up their own account // EOC

CR108560843

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Acc# 8299600640116448
Callback#


Joy spoke to: Danny
Issue: wants to get red zone
Actions taken: educated the cx that he must havce cable first for him to get red zone // ask teh cx to visit the nfl website and check if he can get separate subscription // EOC



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not in service


Acc# 8299700051647574
Callback#


Joy spoke to: kristin
Issue: phone number has change but never made a change of number
Actions taken: connected to mobile care but the caller has to be verifie // Clarice not available // educated the cx that she has to be on the account first // process first the verification and will connect to mobile care to proceed // ask the cx to hold, ask help from supervisor // call got disconnected // endorsed to support //



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Acc#
Callback#


Joy spoke to: Evelyn
Issue: wants to call local store to know if the modem has has a back up is available
Actions taken: educated the x that we can't provide a direct number that will allow her to talk to anybody on the local store // call disconnected // EOC



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Acc# 8499101680492649
Callback#


Joy spoke to: Thomas
Issue: wants to make the landline as a fax number but will need a tech to tranfer the telephone jack from the kitchen to the flex room next to the garage
Actions taken: Set up tech // EOC



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Acc# 8993112800006715
Callback#


Joy spoke to: Andrea
Issue: has received a message that she has an equipment tha has to be activated
Actions taken: educated the cx that if don't have any new equipment just disregard the message // EOC
CR108584629


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Acc#
Callback#


Joy spoke to: Suzan
Issue: calling to add flex
Actions taken: eductaed the cx that she did call to add flex however there is no order ID on the account indicating that the order was peocessed //

CR108586797

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Acc#
Callback#


Joy spoke to: Devonth Johnson
Issue: internet not working
Actions taken:

CR108595851

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Acc# 8535101720013781
Callback#


Joy spoke to: Ricky
Issue: problem with recording, cx mention that somebody assisted her to make changes on the account
Actions taken: educated the cx that the dvr service was remove on the account that is the reason why the time available for rcording is lesser than what he have before // EOC



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Acc# 8773100650130319
Callback#


Joy spoke to: Tricia
Issue: slow internet speed, just getting 39mbps //
Actions taken: run ITG // sent signaks to the modem // modem got restarted // lost the cx // call got sidconnected // endorsed to support // EOC
CR108598220


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Acc# 8499052490031459
Callback#


Joy spoke to: Steven
Issue: landline not working
Actions taken: Run ITG // registered the tn to modem // sent provisioning signlas // cx can make and receive calls // issue resolved // EOC



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Acc#
Callback#


Joy spoke to: Jeffrey
Issue: needs
Actions taken:



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jone$522
Djonen$
Gjone$522
Acc# 8299410180231973
Callback# 443) 235-8262


Joy spoke to: Ginalyn
Issue: wants to reset passsword
Actions taken: Run ITG // reset name and password // ask the cx to reconnect device to the internet // call got disconnected // endorsed to support

Gjone$522

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valintines

Acc#
Callback#


Joy spoke to: Marsha
Issue:
Actions taken:

CR108609102

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Acc# 8499101800058569
Callback#


Joy spoke to: David
Issue: needs to activate cable
Actions taken: added rental for additional cable / cx approved // cx restarted the cable // can see pictures now // issue resolved // EOC

CR108613952
CR108614324

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Acc# 8299400312541118
Callback#


Joy spoke to: Aravind
Issue: received a spam calls saying that she needs to return an equipment
Actions taken: as per checking the cx had been using personal equipment // as per cx, there must misunderstanding with the previous rep and transferred call to technical team // advice the cx that
he don't need to return any equipment // EOC


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new package
email - billing



Acc# 8299600072549652
Callback# 8043076479


Joy spoke to: Albert
Issue: was speaking to a lady and trying to repackage service // while needing approval, they encoounter problem, email frozen nad they got disconnected
Actions taken: connected to retention to ask help in repackage service



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301 whale run rd venitia pa 15367

Acc# 8993212960272188
Callback# 7245547730 - 7276105523

xre 03134

Joy spoke to: Anthony
Issue: Needs to remove cable wire to his property, customer will be selling it and needs the cable to be removed // needs balance to be tranferred over to his account on florida
Actions taken: educatde the cx that the balance on the account move over to the new account of the tenant // created ticket for removing cable from the property // cx is on florida, if tech needs access to the inside of the property , kindly call the cx, cx will provide key to the house // 7245547730 or 7276105523 // EOC




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4119
Acc# 8773102110014810
Callback# 7817388778


Joy spoke to: Cathy
Issue: pixilated pictures
Actions taken: Run ITG // sent signals // issue resolved // added cathy as user of the account // EOC
CR108629349


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Acc# 8993111670245759
Callback#


Joy spoke to: Tyasia
Issue: needs to make a payment, been through the automated system and wants a supervisor to assist the payment
Actions taken: connected to billing



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Acc# 8495752411266332
Callback#


Joy spoke to: Mark
Issue: cat connect to the internet
Actions taken: educated the cx that the account is disconnect // cx already made a payment // educated the cx that we needs to reinstate service first // conencted to internet essentials // EOC



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2695
Acc# 8396900130871581
Callback#


Joy spoke to: Gheorghe
Issue: needs lines to be buried
Actions taken: created ticket // eductaed the cx that the tech will be updating him when they will be working outside // EOC



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abc
820 - fox news

Acc# 8993114310006383
Callback# 7179790691, (717) 362-9450




Joy spoke to: Charles
Issue: No picture on the tv, missing channels
Actions taken: run ITG // sent multiple signals // tv no response routed to soak // educated the cx that she will receive a phone call
// EOC


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home123
Jordynn4

Acc# 8299400433484701
Callback#



Joy spoke to: Tiffany
Issue: internet activation
Actions taken: run ITG // set name and password // provisioned device // cx can connect and surf the internet // issue resolved // EOC

(443) 320-3921

[email protected]

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Acc# 8299420601592374
Callback#


Joy spoke to: Pamela
Issue: alexa is working and the tv and phone are working
Actions taken: assisted the cx and walk through connecting tv to wifi // still not working // ask the cx to call OEM // EOC