Notes

Acc# 8535100530034870
Callback# 8133108430
8133108430
1002142171142033

Joy spoke to: Norman
Issue: wants to set up a tech to install service
Actions taken: had a tech before but needs to cancel it // calling today to set up appointment // cx cannot provide account number but can provide social seurity number // connected to sales team


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Acc# 8773201440048355
Callback# 6037811144


Joy spoke to: William
Issue: been on the live chat
Actions taken: billing should not be automatic // check the account but cx is not on auto pay // run ITG // box is on green but cx still stuck on the welcome screen // ITG routed to SOAK but cx wants to replace the equipment // shipped equipment, charge waived // EOC

CR Ticket #CR111945028

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Acc# 8993213030194154
Callback# 4126385400


Joy spoke to: Thomas
Issue: Picture on the tv sometimes getting good pictures but gets pixilated // picture pixilation cuts in and out // pixilation is also on DVR recordings // for DVR, fast forward and other controllers doesn't
Actions taken: Run ITG // sent signals // diagnostics shows that the equipment is on good status // routed to soak // educated the cx that he shoukd be able to set tech after the continuos diagnostics is complete thru call // applied credit // EOC

CR111947448
CR111948004
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100182

10018 242 sw
edmonds wash 98020
Acc# 8498310301359274
Callback# 2069638819



231003362404522

Joy spoke to: Mary
Issue: wants to check if the tech is still open
Actions taken: check account // connected to sales // EOC


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Acc# 8220206901226944
Callback# (678) 266-2739


Joy spoke to: Betty - Minnie brown
Issue: wants to add INSP channel
Actions taken: added ultimate tv for // cx approved // ask cx to check // can have access now to westerns // having black bars on the tv // run ITG // sent signals // routed to soak// EOC
CR111956167
CR111964251

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8KEHJG6JF5


Acc# 8299400482324634
Callback#

Transfer call from jeny - billing
Joy spoke to: Oya
Issue: internet not working
Actions taken: sent provisioning signals // issue resolved
CR111973039
CR111974136


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fox abc nbc

Acc# 8396510980087301
Callback# (615) 335-5918



Joy spoke to: Kenneth
Issue: Technician came to fix cable service and had things added and done at the box outside but the tech left it open so when it rains the box filled with water and interrupts the service. Customer also concern that strong wind might ruin it or animals like squirrels. Box outside just really needs to be close
Actions taken: Scheduled a tech // EOC
CR111975376

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Acc# 8299400400468984
Callback# (727) 667-3995



Joy spoke to: Ron
Issue: Customer having problem with the cable service, channels not showing up
Actions taken: run ITG // tv box on red status // routed to SOAK // educated the cx // EOC
CR111977553

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Acc# 8777702131095429
Callback# (512) 659-3647


Joy spoke to: Elizabeth
Issue: wants to turn off the voice guidance
Actions taken: walked the cx to the tv setting to switch off the voice guidance // EOC


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Acc# 8299610253558216
Callback#


Joy spoke to: Karen
Issue: just redeem the Peacock on the rewards but cannopt activate it on the tv
Actions taken: walked the cx thru activating it on the tv but doesn't work // created a ticket to follow up the claimed rewards // EOC
ECM0004223034


CR111984555
ECM0004223034
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Acc# 8499052080302880
Callback#


Joy spoke to: Maurice
Issue: Just subscribe for peacock for add free at 11.99
Actions taken: cx was able to sign in but still getting ads // advice the cx to call peacock to check what is the subscription that cx have to verify if it is the ad free or just the 5.99 // EOC


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5833

Acc# 8495752790225073
Callback#


Joy spoke to: Claude
Issue: no service, modem not powering on
Actions taken: Run ITG // sent signals // still offline // routed to tech // set appointment // EOC


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Acc# 8773202520133893
Callback#


Joy spoke to: Crystal
Issue: RDK 03036 // no picture
Actions taken: eductaed the cx that the tv has connection problem but the cx already double check everything // kept thetech visit but move earlier // educated the cx // cx tv right now works fine but still kept the tech visit as per cx // EOC
(603) 233-2937

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Acc# 8499200141970498
Callback#


Joy spoke to: Andrew
Issue: needs tech tomorrow
Actions taken: educated the cx that there is no other available tech appointments for tomorrow // cx wanted to be connected over to retention but already closed // credited the cx // EOC


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1737egd616

6549
Acc# 8495741201890906
Callback#


Joy spoke to: Lucille
Issue: tv has no picture
Actions taken: Run ITG // educated the cx that the reason why the is on the black screen // have the cx double check connections // restarted the cable // check HDMI // check tv INPUT but cannot change the tv input using xfinity remote, tv remote and even the keys on tv doesn't control the tv anymore // eductaed the cx that the cable box that she is using is working because the smaller boxes are working // eductaed the cx to try to contact the manufacturer of the tv // EOC
CR111994429

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Acc# 8499052020538031
Callback#


Joy spoke to: Alex
Issue: internet not working
Actions taken: run ITG // sent provisioning signals // ask the cx to connect devices // can connect but no internet // eductaed the cx that the modem is appropriately provisioned // eductaed the cx that he needs to check the router mad make sure that it still works // EOC
CR111998800

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freebie, prime video freebee
restrt
Acc# 8220186800954533
Callback#


Joy spoke to: James
Issue: freevee and prime video
Actions taken: Run ITG // cleared locally stored data // ask the cx to sign in back again // cx can able to access prime videos now as well as freevee // issue resolved // EOC
CR112001456