Notes

A: 8495751030209020
CB: 2482109668

Talk to: Gerald
Concern: Modem Activation
CM: 44:1C:12:E3:CB:FA

RESO: Ran ITG, follow TS, set up wifi name/pass. Modem is working. #resolved EOC

CR Ticket #CR120080205


N: madden
P: 81belvedere

XM:

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A: 8499101880037608
CB: 2156035708

Talk to: MARYBETH
Concern: Cable Issues | Remote issues
SN: PAAB10581038
xr15 - samsung

RESO: Ran ITG, follow TS, guide cx w/ the pairing process. Remote is working. Ship new box as a replacement, send approval, apply credit for 15.90 | #RESOLVED EOC

CR Ticket #CR120088081


IMEI:

77

Callback Monday xm 1byod iphone 10

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A: 698839 8993116510047463
CB: 5709218500

Talk to: ESPERANZA OLMEDO
Concern: CONNECTIONS ISSUES | RPT TC - 559207

RESO: Ran ITG, We have detected a pattern of intermittent internet connectivity in the last 7 days. Sched Tech visit. EOC

Original: Thu Dec 07, 2023 from 10:00 AM - 12:00 PM EST

Waitlist: Tue Dec 05, 2023 from 10:00 AM - 12:00 PM EST


NOTE: Ensure the customer is aware of possible charges related to the trouble call and appointment expectations. Our network diagnostics identified the customer's internet service has been degraded within the last week and a trouble call is very likely needed to repair and avoid repeat issues.



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A: 8771400010659342
CB: 8159330053

Talk to: SHIRLEY
Concern: Cx req for a tech visit for cable installation/activation

RESO: Cx for the process, educ for the fee, forward concern for manual TC, 12/07/23 5pm-7pm. EOC

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A: 8499051490859273
CB: 8569529089

Talk to: JAMES
Concern: Cable issues | XRE 03059 | Asking for credit

RESO: Ran ITG, follow TS, account refresh, send signal. Channel 29 is working. Apply credit $15.46 for 2days interruptions. EOC

CR Ticket #CR120104285


XM: decline

29 fox, football tv

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A: 8497303265324062
CB: 9729783079

Talk to: JEFF
Concern: Cable Issues | Box is not showing power light
SN: MA1539EGA540

RESO: Ran ITG, follow TS, route to 2hr soak process. EOC

CR Ticket #CR120108151


PDSAT
:

########
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3498
dec 2
A: 8993114441820355
CB: 5709410630
3475456993

Talk to: Saquan Robinson
Concern: Mobile Concern | Cx asking about the status of her line

RESO: Cx educ for the process, update cx for the status on her line. No changes made. EOC



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A: 8299400330918124
CB: 4104562961

Talk to: William (Husband)
Concern: Cable Issues| RDK 03011-2
SN: PAM605133876
Auth: NO

RESO: Ran ITG, follow TS, send signal but get the same message, Inform the customer that the troubleshooting steps taken are highly effective with resolving this issue within 1-hour. If the issue is not fixed within this timeframe, the affected TV box will need to be swapped either through Retail Store or we can send a text message, if eligible, allowing the customer to schedule a trouble call. EOC

CR Ticket #CR120116350


NOTE:

N:
P:

XM:
red/blue
give a call FAILED TO WONLOAD
RDK 03011-2
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A: 8396111130227044
CB: 4232983293

Talk to: Reece
Concern: Stuck on Welcome Screen | Cable Issues

RESO: Take over the call, Ran ITG, cable is working. #resolved EOC

CR Ticket #CR120117808


XM: Decline

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A: 8299400421377982
CB: (443) 571-9443

Talk to: CURTIS
Concern: CONNECTION ISSUES

RESO: Ran ITG, modem is offline, sched tech visit. EOC

Original: Wed Dec 06, 2023 from 01:00 PM - 03:00 PM EST

Waitlist: Tue Dec 05, 2023 from 8:00 AM - 10:00 AM EST
N:
P:

XM:

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8347
A: 8773100580001549
CB: 5084786897

Talk to: LEONARD
Concern: Mobile Activation
Auth: YES

RESO: Transfer the call to MCD. EOC



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A: 8155300120327770
CB: 4154505241

Talk to: MARCO
Concern: Customer needs help with an equipment return. | Mobile issues

RESO: Cx educ, send article how to return your Xfinity equipment. Cx educ for the process. Cx refuse to be transfer to MCD. Cx disconnect the call. No changes made. EOC

NOTE:

N:
P:

XM:

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A: 8499102340129084
CB: 2159896753

Talk to: CARRIE
Concern: Billings Concern

RESO: Cx educ about her bills, Transfer the call to Billing Dept. Waiting time is w/in 15mins. Cx agree to wait. EOC



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3137
A: 8155300342323565
CB: 9064012064
7074863196

Talk to: Diane
Concern: Billing Concern | Why her bills is too high

RESO: Cx educ, transfer the call to billing. Waiting time is w/in 18mins. Cx agree to wait.EOC



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A: 8495443022686635
CB: (801) 652-6638

Talk to: MILAGROS
Concern: Cx wants to Disconnect service

RESO: CX educ for the process, transfer the call. EOC

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1124 W BROADWAY ST KOKOMO IN 46901
A: 8529202530821435
CB: 7654316961

Talk to: Lee Ann Miller
Concern: Remote Issues
XR15 - Samsung
Auth: YES

RESO: Ran ITG, follow TS. Guide cx on the pairing process. #resolved EOC

CR Ticket #CR120140029


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A: 8498320130261096
CB: 2068525102

Talk to: JANE
Concern: Email Issues | Update password on her email
Auth: YES
Email:
[email protected]

RESO: Ran ITG, follow TS, guide cx how to update her email. Still getting same error. Transfer to CSA. Cx agree to wait in the line. EOC

CR Ticket #CR120147636


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