Notes

ECM- enter price case manager- ECM is a chat support- customer supper tear 1 - or packages are there in
use- cx say where is my is my tech - if technician is sechuled
ecm- appointment- billing and connection

3 types of techniques-
1. Tc- trouble call - (ITG)= recommend to book techniques $100 charges
2. Professional installation and change of services (ACSR)- change address or room $100 charges pht all out
3. SRO(Special request order)- always for free- related to outside to home TIME 8 TO 8 14 DAYS

drop bury inquri -issue non subscriber can call if xfinity wire is fall outer side the house
arial and -
account number-
ACSR- ORDER HISTORY WE CAN CHECK SRO
ACCOUN CHANGE REQUEST-
REDICENSIAL TO BUSNESS transfer- we can not raised ticket-
5-7 dAYS TAT TO COMPLETE ticket


wifi boods - pods replacement - 30 day guaranty

return- complete pods eclation-
Xfinity rewads--issue- tear is wrong olike instent if silver shoing gold-
cx cant enroll
cant not reemed
appointment issue-

14 working days

Damage complaint- with trouble shoot if any damage of cx property - 5-7 working days
TECHNICIATION GO BACK-
USE IF CX SHUDLE FOR HOME - job number put- - timing before 3 o clock
W

digital terminal adaptor ->

It a way communicator, it will listen but not responds , in DTA cable box have HD/SD channel , there is no on demand in this DTA cable boxs. This is not able record veideo , No internet app is availble only 10 channel is supported in this .



Legacy cable box ->

Two Way communicator it can listen and responds both type of channel support and it support On demand It can record the shows if legacy box is DVR campatable then it support Recording . channel depends on need of the customer package.

93601575313



X1 cable box ->

Both type of box facility supported in X1 cable boxs.





XFI COMPLETE ->

Unlimited data plan and $25 cost ( $15 rented + $10 unlimited plan )

there is 14 days whole home wifi assesment test



if customer have own modem then cost is $30:





DPP stands for EMI device per payment





UID -> Account information reset the password

1 we have to authenticate the customer is verified or not

2 customer is connected their home WIFI network then we will able reset the password or username.

there are 7 account have for one customer and we have ask which username that customer which account you want to reset

If customer is connected home wifi

1





interaction troubleshooting guidelines







BILLING DUE CROSS THEN WE HAVE TO CHARGE $10 PER MONTH AFTER 24 HOUR THE SERVICES IS DISCONNECT BY TEMPRARORY AND AFTER 19 DAYS AFTER SOFT DISCONNECT THEN IT WILL HARD DISCONNECT BY THE XFINITY





promise to pay to stop temp services ->



billing cycle 2 jan - 1feb

bill generation date - 29dec

bill due date - 19 jan after 21 days bill generation

soft disconnect - after 24 hour -> 20 jan

check the eligibility in bill tab in green tab

21 days of payment extension after due date .

we can give only 10 days promise to pay

after that we can remove the soft disconnect . 😁


and second is payment arrangement ->

nternet Essentials / Internet Essentials Plus

Xfinity Flex- Xfinity cable package for $ 0
xFi Complete- The unlimited data package for customers with rented modem, cost $25 including modem rental
Eligibility is cx need Xfinity Rented modem (XB3, XB6, XB7 or XB8)

ON DEMAND -there was not demand in DTA CABLE BOXES
PPV- pay per view- this box can not record.
internet app- is not available
CANNEL- SUPPORT BASIC 10 CPLUS CHANNEL NOT MORE THN THAT

tools

1 Einstein- we can search each and everything abut the customer. customer details

2. ACSR- also know as biller tool - check customer bill-

3 Mercury- TAKE LIVE CHAT

4. Workflow- is a tool once you do a sale entry put into the workflow.



Authentication- we have 2 types of auth:F - FULLY VERIFIE

Auth:N - not verified
if a custom is fully verified you will ask first and last name from the customer
if a custom8*er is not verified there is 2 levels of verifications
in level 1 you will ask first and last name along with complete service address and zip code this is level 1
level 2 will ask complete 16 no. account number
last foUr digit of ssn social security number
last four digit of stored payment method

end 6 digit OTP on send or email

XFINITY FLEX- is a streaming device

one-time $15 Flex Activation Fee,

10,000 free shows and movies

including 200 channels,

free apps like Xumo Play, Pluto and Tubi.

One Flex box will be included with internet service for no additional monthly cost. Each additional Flex box added to t $5/month. Xfinity Internet service is required.


XUMO/flex-

cx got XR16 voice controlled remote

Xi5 or Xi6 streaming device

xumo know as streaming





cx got XR16 voice controlled remote

Xi5 or Xi6 streaming device

xumo know as streaming



ELIGIBILITY- Xfinity Internet-only Bulk customers are eligible



INELIGIBLE- customer can't have both Flex and another Xfinity TV service on their account at the same time.





XFi Complete- provide internet security and unlimited data

we 2 type of

rented- cost $15 per month - unlimited data- 25/m ($15+$10)
own modem- $0


15 rented 10 unlimited data

14 days whole home wifi assessment test

own unlimited data $30/m
internet essential- tell about internet- and for which internet service cx is eligible -

provide low cost internet $9.95 50mbps $ 29.9.5 100mbph

unlimited hotspot



gateway- deliver internet and voice connectivity, whole-home WiFi coverage, network security, control and speed for the ultimate connected experience.



1gb speed

wide coverage

wifi