Notes

Acc# 8499051790158640
Callback#

2.0: CR090341426
1.0:

Joy spoke to: Ann
Issue: Wants to activate landline
Actions taken: // as per checking, tn is fully provisioned in the switch // tried calling thenumber , cx pick up the phone and dcan able to call out // issue resolved
CR090347399


6099898821
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30 palon drephrata pa 17522



Acc# 8993110610730326
Callback#

2.0:
1.0:

Joy spoke to: Felicia
Issue: wants to transfer service
Actions taken: connected to movers


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Acc# 8993210340172748
Callback#

2.0:
1.0:

Joy spoke to: Deanna
Issue: cx still charge for 3 cable box
Actions taken: as per checking, the cx have 2 x1 and 1 flex // informed the cx that when she downgraded the service // removed the rental // informed the cx that she is given 30 days to return equipment // EOC


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xre00251


mt1345tn1352
m11346tfc733

m


Acc# 8993207590415066
Callback#

2.0:
1.0:

Joy spoke to: david
Issue: wants to activate new cable
Actions taken: cx got a message that we need to add the equipment to his account before using // as per checking, the serial number not found // cx decide to swap them with new one since they also looks old // process shipment on priority, hcarge waived // informed the cx that equipment will be delivered in1-2 business days // EOC


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Acc# 8499100090576462
Callback#

2.0:
1.0:

Joy spoke to: Derek
Issue: wants to know where is his equipment
Actions taken: as per checking the account, services bunced back due to active service on the address on the time of the application // reinstated the account // cx decide to pick a modem from the store // EOC


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JohnF
8022953206



Acc# 8773501380139662
Callback#

2.0:
1.0:

Joy spoke to: John
Issue: got new modem and wants ti activate them
Actions taken: as per customer, he also had a landline that is not working // transferred the tn to new modem // run ITG // reset wifi name and password // issue resolved // cx not at home but tried to call the number, routed to vm, left a message // informed the cx that he can conenct his devices now to the new wifi name // EOC /
CR090366670
CR090358632
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Acc# 8773404020390359
Callback#

2.0:
1.0:

Joy spoke to: Dal
Issue: wats to have a tech, as per customer, he don't have an outlet in the house
Actions taken: as assistance from supervisor to set up appointment // set appointment on 5/24 at 8-10am // EOC


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Acc# 8773102902871757
Callback#

2.0:
1.0:

Joy spoke to: Tanzer
Issue: just got the tech set up and have everything up and running
Actions taken: cx wants to confirm if she is charge for the tech // informed the cx that she was credited // conencted to billing


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702 2220

8299610252605414

Acc#
Callback#

2.0:
1.0:

Joy spoke to:
Issue:
Actions taken:


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Problem Type

Where's My Tech/ETA
SLA due

05-19-2023 02:01:06 PM
Fix Agency

GBR TLC Team Support Chat
Fix Agent

Alfredo Osorio

Support Center Technician 2, Fulfillment - Universal

Department 115

Location NHL502

910818
Acc# 8773201870038165
Callback#

2.0:
1.0:

Joy spoke to: Doreen
Issue: where's my tech?
Actions taken: ECM chat, ETA 2pm // informed the cx that tech is in the location and still completing the order, will proceed to the cx // EOC


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Acc#8773102000008138
Callback#

2.0:
1.0:

Joy spoke to: Leo
Issue: wnats to install new modem recieved
Actions taken: connected new modem // run ITG // reset wifi name and password // cx can connect and surf the internet // Issue resolved // EOC
CR090376956

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leo421
FREDAccx


Acc# 8773103200666279
Callback# (508) 207-8246

2.0:
1.0:

Joy spoke to: Kathryne
Issue: wants to know if she apply service for xfinity, will her previous service on other provider will be disconnected
Actions taken: informed the cx that she has to call them to disconnected the service /// EOC


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Acc# 8499051710283841
Callback#

2.0:
1.0:

Joy spoke to: Heather
Issue: tried the activation on the applicatio but the app says need to have active outlet
Actions taken: as per checking, the account is disconnected // disconnected the IE acunt, reinstated the COnnect more service // run ITG // cx conencted the modem but no changes on the light on the modem // routed to tech // set appointment on 5/20 at 8-10am // EOC
CR090399555

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ECM0001802307
9147603760


Acc# 8773102690196862
Callback#

2.0:
1.0:

Joy spoke to: Mike
Issue: inside tech successfully activate service and services is working fine but the tech left the wiers on the top of the box outside and might be damage from coyotes, strong wind or the men that works on the lawn
Actions taken: Created ticket, ECM0001802307, informed cx that we will contact him about the update of the tech that will fix the wires // EOC


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Ruth220?





Acc# 8299600581046489
Callback# (276) 340-4524

2.0:
1.0:

Joy spoke to: Hilda
Issue: wants to activate interent /
Actions taken: Run ITG // reset wifi name and password // cx can connect flex // issue resolved // EOC
CR090410412

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4k main box
wireless dvr

Acc# 8499100240127422
Callback# (267) 792-7006

2.0:
1.0:

Joy spoke to: Carlos
Issue: no interent
Actions taken: as per checking the account is on pending disconnection // informed the cx that we cannot activate the service unless he will make a payment // cx was said the he will not gonna make any payment since he is receiving a benefit fom the government but informed the cx that he should have the ACP first // cx will not continue the services anymore and will return the equipment // EOC


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Acc# 8299600070133418
Callback#

2.0:
1.0:

Joy spoke to: Jc
Issue: trying to activate xfinity stream on roku tv
Actions taken: assisted the cx i activation // cx authorized tv on the websites // followed on screen activtaion // cx can see pitures now // issue resolved // EOC
CR090425182

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400 -

Acc# 8773102410056172
Callback#

2.0:
1.0:

Joy spoke to: Peter
Issue: wants to upgarde cable boxes
Actions taken: shipped 4k X1 cable box and a wireless dvr box // cx approved // charged waived // EOC


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Acc# 8499051850024328
Callback#

2.0:
1.0:

Joy spoke to: Mark
Issue: activating flex
Actions taken: Run ITG // activated the flex on the account // restarted the flex // cx continue the on screen activation // cx can see apps now issue resolved // EOC
8993208760621830

********************************


Acc# 8993208760621830
Callback#

2.0:
1.0:

Joy spoke to: Jennifer
Issue: had a tech to install service for tomorrow but as the cx checked the installation is only with the tv without internet // cx expects that it includes the internet already //
Actions taken: tried to repackage the service but it is still at lowest prices for fast internet and popular tv for $173 monthly // cx refuse // EOC


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Modera
Modera532


Acc# 8499053401505870
Callback#

2.0:
1.0:

Joy spoke to: Ana
Issue: internet activation
Actions taken: Run ITG // reset wifi name and password // provisioned device // cx can connect and surf the internet // issue resolved // shared link // EOC
CR090432042

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YQ8
S#G
1OS
Acc# 8499200072450080
Callback#

2.0:
1.0:

Joy spoke to: Ronnie
Issue: got new cable box
Actions taken: Run ITG // restarted the cable // cx followed on screen activation // issue resolved // proceed with the next tv // did the same process // cx can see pictures // issue resolved // CR090442306


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remove home phone
internet the same


Acc#
Callback#

2.0: CR090444768
1.0:

Joy spoke to:
Issue:
Actions taken:


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6095132445
Acc# 8499050210303299
Callback#

2.0:
1.0:

Joy spoke to: Ocqueem
Issue: modem activation
Actions taken: Run ITG // modem is blinking green light on the cx end but just changed to white // sent signals but modem still offline // routed to tech // set appointment on 5/22 at 2-4pm, waitlist on 5/20 at 12-2 /// informed the cx to let the box connected and will give callback after an hour to continue troubleshooting // EOC
CR090446622

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7038016834


31 henalopen garden 115
20f19e62ee76

tomorrow night
espn cnn tcm



Acc#
Callback#

2.0:
1.0:

Joy spoke to: Judy
Issue: R
Actions taken:
CR090455929

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Acc#
Callback#

2.0:
1.0:

Joy spoke to: Judy
Issue: Application issue
Actions taken: run ITG // set default account to 31 henlopen // Issue resolved


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