Notes

whats is ecm?
Enterprise Case Management Tool
platform for submitting tickets, making it easier to track case statuses,

they will give us scenario


IF THE CABLE OR WIRE IS DAMAGED FROM OUTSIDE THE HOUSE THEN WE WILL ASK IF THE SERVICES ARE WORKING OR NOT

IF THE SERvices are bot working then we will go for the trouble shoot then after that not done then raise the ticket
GSR:-

past due not more than 45 days
A payment arrangement prevents services from being soft disconnected by allowing a customer to extend their payment. Eligible customers can extend the payment 21 extra days from when the Payment Arrangement is first set up, but not more than 10 days past soft disconnection.

If the customer is already in soft disconnect, they can extend no more than 10 days from when they set up the Payment Arrangement. A Payment Arrangement requires the customer to pay the full past due amount owed by the future date selected.

If the customer is past due and they cannot pay the full past due amount before the soft disconnect date, they must set up a Payment Arrangement online, by IVR or through an agent with one-time payment access to keep services active. If the customer is not eligible for a Payment Arrangement and schedules a payment outside the eligible timeframe or schedules a payment for less than the full past-due amount, services will be soft disconnected.

let me share the steps with you
if cx payment not processed due to which services disconnected
charges of bill may iknowwahtchargesrefringto
are itscurrent bill or previous
open bill
i hope y have bill with you now
page no3 equipment
let me explain the charges for this month
past due
ongoing
yu plan taxes
bill explanation
what all this charges are made of
so this




During a soft disconnect, a customer's account is still active in Xfinity's system, but services are interrupted due to non-payment. When this occurs, the customer must pay the past due balance on their account to have their services restored. In addition to speaking to an agent, customers have and are encouraged to use self-service options to set up a payment.


A hard disconnect details a complete disconnection of the customer's service due to non-payment. When this happens, the customer's account is no longer active in Xfinity's system. To restore services, the customer must pay the full balance owed on their account.



PPV Hold
–
A temporary block is placed when a customer attempts to order a PPV event or On‐Demand program. The customer will receive a message alerting them they need to contact Xfinity. The customer may not understand their account is on a ‘hold’ and are not able to order a PPV or On Demand program. This can occur if a customer goes over their credit limit or if they reach a certain point in their collections timeline.