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provide AER-
issue is tv remote-ask probing question,''is that a volume button or channel button that u cant use''?
in Einstien if customer cant provide account number and username in comcas(Xfinity ID) then ask for.......
if ang issue is about modem- then ask for cmmac adrress if cable box then ask for serial number -12 digits-cmac 0-9 a-f
u are having issue with ur cable box, in order for me to pull up your account can i have ur serial number located in the cable box.
send code via email, asking the account number,, last 4 digits visa card , last digit of social security number
authentication process- if partially verified then ask for full name, service address
send code to customer email, if customer did not use the email anymore, then ask for account number,
the customer can see account number to paper bill that comes to xfinity product and also in xfinity application. or how about visa card that expiring on 11/25, or credit card.
if customer is not listed as authorize , then go to ACSR and look for the biller and type customer name
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