Notes
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1. Power cycle- remove power cable and plug back again 30 sec
2. refresh- DTA / Legacy |||| X1
For DTA- tool kit> TV> Equipment> STB hits> Opens a pop-up> current service> refresh
FOR X1
1. REFRESH all entitlements
INTERNET
1. power cycle
2. Provisioning / refresh
3. Pinhole reset
1800 COMCAST
1800 266 2278
1800 xFinity
1800 934 6489
8777702032010931
Legaccy and DTA guide will take 45 to 60 min time and can cancel the appointment // If it is on channel then do the power cycle and refrersh
Do the UDB on legacy only
OPening
Greeting
Recording Disclaimer
ISSUE RESOLVED
- INTERNET- Browsing,
- CABLE- Change channels and volume
- OTHER Businesses
- CANCEL- As everything is working fine, now u dont require technician right?
- my account app// Manage and rechedule appointment, Do minor toubleshooting
ISSUE NOT RESOLVED
- Opening
- Apology + Assurance
- Probing- What is the exact issue+How long have you had this issue+Is this issue on one device or all the devices
- Checks- Power light status+connection check(Please make sure all the connections are finger tight and secure)+is there any splitter/Are you using any splitter
-
-
TROUBLE SHOOTING
INTERNET-
Power cycle
Provisioning- toolkit provisioning tools
Pinhole reset
Cable-
Power cycle
Refresh
Reset-
X1- refresh STB
LEGACY- int
How to check if the customer is authorized or not?
CUSTOMER TAB- Additional Information
Change of service- w can do anything regarding services- change channels, add up, and everything else
Account Information- We can check Deliquency
Account and device status- customer equipment
NED FLAGGING
- Dispatch- job ID- click on apply- Dispatch status pops up- ready cont mode- click on it- Then upgrade. (DONE)
customer information and service location- name, address, phone no
monetary information- balance, past due amount, last payment , payment due date
pending orders- open work status, current products of the customer
contact history- info about prior interactions with comcast
various icon/tabs- search, cuxtomer service, order history, location, account information
search- this is used to search customer info by account no
order history- details on trouble calls
NOTES FORMAT
Eclerx Rev:
ID: bp-kgill628
Authentication: Done
Spoke to:
Phone no.:
Documentation:
PD (Problem Discription)- No block sync means internet issue, Internet entirely not working
How to arrange a callback?
say im arranging a callback for you please stay on the line
Date, Time, Disposition
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