Notes

Acc#: 8299610243632576
Callback#: (703) 593-0549
2.0: CR089480120, CR089480623
1.0:

Joy spoke to: Calandra
Issue: wants to have technician, cx failed the activation
Actions taken: Run ITG, as per checking, WAN score failed, routed to tech // informed cx of the appointment // EOC
CR089478851

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Acc#: 8299600740726864
Callback#: (540) 810-7981
2.0:
1.0:
Account fully verified but cx not the account holder
Joy spoke to: unverified
Issue: have recieved the 2 phones but no sim cards yet
Actions taken: connected to mobile care

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3
this channel should availeba
to be anounce


ma1245ehl539

Acc#: 8773201802964272
Callback#: (603) 661-6461
2.0: CR089484796
1.0:

Joy spoke to: Rose
Issue: applied for ACP
Actions taken: connected to ACP

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Acc#: 8299400460543478
Callback#: (443) 996-3421
2.0:
1.0:

Joy spoke to: Stan
Issue: wants to get updates about the technician that will work outside
Actions taken: informed the cx that there is allowance of 7-14 working days for the technicians to work on this // cx keeps calling but informed him that if it is not done until the 17, he can give us a call to check on this // EOC

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2152579109

Acc#: 8499101740063091
Callback#: (267) 221-6221
2.0:
1.0:

Joy spoke to: Barbara
Issue: got new cable
Actions taken: cx connected the cable and got message too be announced // run ITG // sent multiple signals // cx still not seeing pictures // informed the cx that it may take some time for it to process // informed the cx to keep the box connected // follow up after // run ITG one moment please // routed to tech // appointment set // EOC
CR089486274
CR089488291
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cs0259026721


Acc#: 8299600300073269
Callback#: (540) 392-7246
2.0:
1.0:

Joy spoke to: Michael
Issue: mistakenly disabled incorrect box
Actions taken: activtaed teh box on the biller // run ITG // restarted the cable // cx can pictures // issue resolved // EOC
CR089492373
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Acc#: 8773103231799651
Callback#: (617) 835-2090
2.0:
1.0:

Joy spoke to: Haley
Issue: wants to have tech // cx attempted the activation but wasn't successful
Actions taken: Run ITG // mopdem offline // sent signals // modem stil offline // cx not at home, still on the process of moving, not sure if she connected the modem // cx will try the outlet in the apartment and will callback if activation still not successful // EOC

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Acc#: 8499050130379874
Callback#: (215) 684-9958
2.0:
1.0:

Joy spoke to: Richard
Issue: wants to activate landline
Actions taken: run ITG phone activation // registered the tn to modem // sent signals // cx not on the loication right now but said will call the number if it will ring, cx will be set // informed the cx that the number is already registered-normal and fully provisioned // cx call the number and it ringed so cx is all set // tagged the issue as resolved
CR089497410
CR089499145
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Acc#: 8299400260443630
Callback#: 4438660209
2.0:
1.0:

Joy spoke to: christin
Issue: internet not working
Actions taken: cx not verified // run ITG // sent signals // cx can see white light but devices cannot connect and the light eventually goes back to red // informed the cx that modem is offline // routed to tech // cannot set since cx not verified // cx will callback // EOC
CR089504029
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Acc#: 8773500020246341
Callback#:
2.0:
1.0:

Joy spoke to: Heather
Issue: wants to activtae the phone, apply the acp and the discount for the phone
Actions taken: as per cx, she already got a notif that she was approved for ACP, wants to activtate the phone to lessen bill // confirmed the cx that we can apply the benefit but has to be connected to ACP dept // cx not rady waiting for son to help her // cx also wants to upgrade the speed of the internet , informed the cx that she can upgarde it to iE plus to get 100mbps of internet speed // EOC

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aamom
Gardengirl

Acc#: 8773402001583703
Callback#: (860) 334-6944
2.0:
1.0:

Joy spoke to: Jo ellen
Issue: internet and cable activation
Actions taken: Run ITG // reset wifi name and password // cx can connect nad surf the internet // connected the cable to tv //checked the connections, error is XRE03007 during activation, ruoted to tec // set appointment on 5/19 at 2-4 // adviced the cx that she can also swap the cable // issue resolved
CR089515910
you can always cancel the technician appointment on the application
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Acc#:
Callback#:
2.0:
1.0:

Joy spoke to: Jo- Ellen checked the connections, error is XRE03007 during activation, ruoted to tech,


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6339
1903
hs3480779
Acc#: 8773102171338942
Callback#: (914) 396-4123
2.0: CR089531186
1.0:

Joy spoke to: Steven
Issue: received an email about swapping old equipment to continue enjoying XOD
Actions taken: informed the cx that the cable that his wife is using is not a X1 and for her to also enjoy XOD, she needs to swap it with X1. as per cx, his wife doesn't watch XOD and just watch some of her channels // informed the cx that he can keep the cable as it is if he doesn't experience any issue // cx will return cable to nearest store // EOC
CR089528764
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03036
Acc#: 8499052850076458
Callback#: (908) 256-9361
2.0:
1.0:

Joy spoke to: Graham
Issue: wants to check if we give giftcards by put money on it
Actions taken: informed the cx that if we ever give rewards to customers, he doesn't have to give money because the giftcard is not giftcard if he needs to give money // cx thinking that it is a scam, the number to call on the giftcard is not a billing from xfinity // informed the cx that we only give rewards thru xfinity app // EOC

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Acc#: 8773403950020838
Callback#: (860) 391-1743
2.0:
1.0:

Joy spoke to: Edward
Issue: appointment Inquiry
Actions taken: Informed the cx, wants to move it earlier, moved to 5/19 at 10-12am // EOC

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Willow
Virginia2125


Acc#: 8299600831262902
Callback#: (434) 981-4363
2.0:
1.0:

Joy spoke to: Jordan
Issue: wants to activate modem
Actions taken: Run ITG // modem offline // sent signals // reset wifi name and password // cx can connect and surf the internet // issue resolved // EOC
CR089535016
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Acc#: 8299610420330762
Callback#: (703) 595-9867
2.0:
1.0:
call disconnected // no interaction with x // endorsed to support
Joy spoke to:
Issue:
Actions taken:

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xreb 02022

Acc#: 8299400462946661
Callback#: (443) 789-9570
2.0:
1.0:

Joy spoke to: Raymond
Issue: Both boxes showing XRE02022
Actions taken: Run ITG // sent signals // diagnotics shows cable on green status // sent multiple signals but the tv still no changes // routed to soak process // suggested to hgave tech since this is his second call about this concern // cx approved // set on 5/16 at 8-10 // EOC



CR089537276
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Acc#: 8499051720240583
Callback#: (551) 689-4116
2.0:
1.0:

Joy spoke to: Muhammed
Issue: internet activation
Actions taken: Run ITG, modem offline // sent signals // modem still offline // routed to tech // set appointment on 5/16 at 8-10 // eoc
CR089540763
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3213702587
pad201401675
441c12ebddfe
PAD201401675
ddff
2001:0558:4033:0057:4C9E:CBF4:0174:99B4

Acc#:8499050420571743
Callback#:
2.0:
1.0:

Joy spoke to:
Issue:
Actions taken:

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ax2700cax3700
9418586
9418651bd721



Acc#: 8299600200145852
Callback#: (804) 385-4403
2.0:
1.0:

Joy spoke to: Betsy
Issue: wants to use personal modem
Actions taken: removed rental, added owned equipment // Run ITG // modem offline // send signals // modem still offline // informed the cx that it routed to tech and might charge her since the problem is the owned modem // cx connected the old rented modem // EOC
CR089553455
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