Donna Flashcards
5 Things you didn’t know X1 could do
1) xFi: View and change your WiFi name and password, start, stop, and pause WiFi connectivity, and set parental controls. 2) Easy Pair: Connect smartphones or tablets to the X1 TV box effortlessly, and without logging in. 3) My Account: Troubleshoot equipment, view and pay bills, and much more. 4) XFINITY Home: Receive text and email alerts, and access the home security system when you are away. 5) Photos: View photos, Facebook, Instagram, and Flickr on TV.
What APP is ……… Turn any device into a personal TV screen - anywhere in your home. Stream any channel live, watch XFINITY On Demand and access DVR shows on your tablets or smartphones. Plus, download your recordings and watch them anywhere, even when you’re offline. ◦Available for download from the App Store, Google Play and Amazon. ◦Also stream live TV, On Demand and DVR recordings via the XFINITY Stream portal
XFINITY Stream app www.xfinity.com/stream
WHAT app is …….. With the country’s largest, fastest WiFi network, stay connected at millions of hotspots nationwide. Get the fastest hotspots with the most coverage at home and on the go.
WiFi Hotspots
_______ ____ delivers the simplest, fastest and most complete way to access all your entertainment on all your screens.
XFINITY X1
With X1 Advanced Search you can ….
◦Search by title, genre or actor and get instant results across live TV, XFINITY On Demand and your DVR. ◦Personalized recommendations based on what you’re watching.
X1 Advanced DVR can ……
◦Record up to six shows at once. Note: Pace XG1 v1 DVRs have a maximum of five recordings at once. ◦Start watching in one room and finish in another. ◦Store hundreds of shows. * 500 GB storage
What apps can you activate to work on X1 cable box thru the web portal : http://www.xfinity.com/profile using your Log in credentials?
◦Facebook ◦Pandora ◦Instagram ◦Flickr ** Netflix is not available via the web portal: xfinity.com/profile.
Xfnity Home app MAIN screen options
* All Activity = filter by All activity, Arm & Disarm, Alarms, Alerts, Security Sensors, Cameras * Automation = Filter Rules or Scenes (Good morning, night, leaving, returning home or custom * All Alerts (CHAT) * 3 dots = More sign out More: settings, support articles, chat with an agent, add a device, shop & explore. Additional Info: Xfinity apps: (Xfinity apps Installed on your mobile device) How are we doing? Terms & Policies? = License Agreement & Privacy Policy
Xfinity Home Secure Main Screen
Alarm Status Help & Support * Camera Views * Latest Activity * Security Sensors * + Add a Device
E-360 - Account Look up - what are your options ?
First Name - Last Name - ** Zip Code to narrow Down Phone Number Account number Email or Username
E-360 What options are in TOOL Kit TABS?
TV Internet Voice Home Mobile Other
E-360 what is under Tool Kit: TV?
Account Billing Equipment Xfinity TV Go Provisioning Information & Support Other X1
E-360 what is under Tool Kit: Internet ?
Account Diagnostics E-mail Provisioning Other Equipment Information & Support Xfinity WiFi
E-360 what is under Tool Kit : Voice?
Account Diagnostics Provisioning Information & Support Equipment
E-360 what is under Tool: Home?
Information & Support (link to Home Toolkit = This application houses a number of supplemental tools for the Xfinity Home Security product. You can navigate the site with the menu above or the quick links below. )
E-360 TOP BLACK BAR MENU
Account Look Up > Recent Customer - New Customer End Conversation CTI on / off Hello: “Agent” > About Einstein Recommendations Support Topics Notifications
E- 360 What’s in Customer Area?
BLUE = employee- vip - etc Acct # - Region Customer Name MIDDLE : Speaking with: “undisclosed Caller” Unverified Call Back Number: AREA temperature - City, State, Day of week, date , Time Rght: Account Health GREEN/RED Internet Voice TV Home Bill
E-350 “White”bar includes : ?
Overview Account Billing & Payment Troubleshooting Services Activities
Once Account info is entered, what is in Account verification screen Left panel?
Account snapshot: Hold Time: Current call Recently on the account DATE(s) Your could try: Browsing ITG’s Start a note: About Your Customer X1 Customer “Employee” (examples)
Once Account info is entered, what is in Account verification screen Right panel? *** If Unverified
Please select a reason for continuing as an Unverified User Customer refused Customer can not Verify information Verification information incorrect Account research Unauthorized caller Continue button
The following cannot be disclosed or provided when talking with an unverified customer:
•Personally identifiable information •PPV purchases •Current account services •Work order details •Account changes: upgrades, downgrades, side-grades or transfers •Products or service offerings •SIK tracking information •Schedule a trouble call
E-360 what is under Tool Kit : Mobile ?
Information & Support
E-360 what is under Tool Kit : Other?
Information & Support
E-360 what is under Tool Kit MOBILE : Under Information & support?
Xfinity Mobile Savings Calculator Verizon LTE Coverage Map Xfinity WiFi Hotspot Coverage map
E-360 what is under Tool Kit OTHER : Under Information & support?
Services & Rate Codes Special Request Order Billing Orders Search Shipping Details View TR History Customer Outage History
E-360 what is under Tool Kit VOICE: Under Information & support?
TN UID Association Xfinity Voice Info Tabs Telephone Number Porting Reconcile Xfinity Voice Feature Reconcile Xfinity Voice Feature (Market Trial) CDV line operations Xfinity Voice TN Activation Status
E-360 what is under Tool Kit Internet: Under Information & support?
Xfinity Internet Info tabs Bonus: what are the tabs: Acct # - User Details - Biller Information TTS (tickets in last 30 Days) addtional tabs: CDV - HSI - Video
E-360 what is under Tool Kit TV : Under Information & support?
Xfinity TV info Tabs Channel Lineup iTV alerts/Watchlist
Where am I found? “Bookmarks” “Watchlist” “Favorites”
XFINITY TV Go app had “Bookmarks XFINITY TV Go portal and non-X1 TV Boxes had a “Watchlist” XFINITY X1 has “Favorites”. Bonus: NEXT GENERATION Watchlist/Favorites/Bookmarks in development (In the meantime, you can use the “For You” page on the XFINITY Stream app and portal
E-360 - What’s in Favorites?
Favorites hold one’s “saved” Documents From Einstein They may access for quick reference
E- #60 - What are some links under USEFUL LINKS ?
ACEA Tool - Automated Customer Equipment Adds Agreement Portal (Istonish TPV Portal) BAM - Box Availability Matrix Billing Prorate Calculator Certified Modem List Comcast Employee Courtesy Services Competitive Edge Do Not Call/Do Not Mai; Tool Einstein Channel Line-up EROne (escalation resolution) Mover’s Edge Movers transfer My Account Remote control cods Seasonal Suspend Web Form Send Welcome Guide SIK look up SMIT Tool (Simple Modem INT tool) Speed Test Trouble Ticket - Stars Verify a rate center - Stars Voice - International Calling Rates This list offers Customization by Agent
ITG - Internet - Xfinity Apps - 1st drop down options
Closed Caption on the Xfinity Stream TV App If this then that App My account Mobile App Set Top Box Apps Ultra HD sampler Usage Meter Mobile App Xfinity Stream App Xfinity TV Remote App Xfinity xFI Mobile App
ITG - TV - Feature Issues : Covers What ?
Caller ID to TV Xfinity Coupon xFI Website
xRay Search options : To gain access to Customer Account
Phone # X1 Account ID Billing Account ID * Customer Name X1 Device ID Mac Address IP Address Receiver ID Email Address/User ID Serial Number Source ID
in xRay - What can you discover about a customer under Status/History?
Status: Active Added: (example) Sat. April 13th, 2013 15:15 CDT Updated: Sun. Aug. 27/2017 10:04 CDT
xRay Log in Screen : What tabs are there ?
Account Network Look-up Bulk Retrieval Search BOX _______________
xRay - What’s Under Account Details?
X1 Account ID : Billing account ID Account Source ID Account Integrity Customer Details name/address/phone#/Email/Partner Status/History Whole Home Device Storage Information Cloud Device Storage Information - Status / Storage Volume Account Products: What the Customer Has User Details: * Select a row in the table to see user details.
xRay - 1st line TABS ?
MAIN DVR Linear VOD
xRay- 2nd line Options?
Account Summary ! STB Errors Account MoCA Network IP/Streams/Downloads Caller ID on TV Manage Account
xRay - Where can an Account be refreshed ?
The account may be refreshed in Manage Account or by clicking on the Account Refresh quick action link
xRay - Who is the New Xb6 Device Vendor?
Technicolor AKA: TCH XB6 CGM4140COM
xRay: What’s under Devices section?
Integrity X1 device ID Device Model EX: PX001anm/PR150bnm/PXD01ANI/ TG182G/ Ndvr recorder/ Mobile/PC/ Common Name (Example: pace XG1/Pace Rgn150/Pace Xid/ Arris Xb3 Device Type (EX: QamIpStb/Ip Stb/IpGateway/ DVRvirtualRecorder/ IpCoam X1 Status: Enabled/Disabled Billing Status enabled/disabled eCM Mac eSTB Mac Friendly Name: EX family room/office/bedroom etc.
xRay: What’s Under Users?
last name First name Role source ID
xRay: whats under ! STB Errors?
XRE/RDK Errors Tab Tuning Errors Tab
XRE-03044 Error
XRE-03044 - Requested Tuner No Longer Available message: “Let’s try this again. We’re having trouble tuning to channel [Channel Call Sign + Channel Number]. Please give us a few minutes and try again or select another program.” WHY: the gateway tuner is lost
List the Apps that work on I-PHONE
Xfinity TV Remote Xfinity Stream TV Xfinity Connect Xfinity Home Secure Xfinity My Account Xfinity WiFi Hotspots Xfinity xFI Xfnity Mobile *****Xfinity X1 Photo
XRE Error: XRE - 10000 ?
XRE - 10000 - Give us a call - X1 Error Message Please call 866-512-2218, and we’ll get this taken care of for you.” WHY: when the customer attempts to upgrade services and orders a Self Installation Kit (SIK) devices. However, the modem is not provisioned as initially expected
XRE - How to resolve XRE-1000?
USE X1 No Picture ITG or take the following steps: 1.Validate the customer’s account information and rate codes. 2.Verify that any XFINITY X1 devices are on the primary outlet, and non-X1 devices are on secondary outlets. 3.Verify that any Xi devices are on secondary outlets. 4.Check if the Billing Status is Enabled. If the Billing Status is Disabled, perform an Account Refresh. 5.Ask the customer to press OK on their XFINITY remote control and go through the activation process. 6.If the problem persists, escalate to Tier 2.
History: 2003
Comcast.net XOD - Video on Demand DVR invests into TV one Juilann Brodsky Cable Hall of Fame
History: 2005
PBS Kids Sprout launched Sprout offered on XOD CDV - Comcast Voice Launch of Triple-play - Cable - H.S.I. - CDV 1 Billion XOD Views
History: 2002
Launch of G4 Launch of HDTV Service Launch of High Speed Internet H.S.I, Comcast Acquires ATT Broadband Dan Aaron - Cable Hall of Fame
History: 1989
The More you Know CNBC Launches
History: 1996
Comcast Spectacor (Comcast & Ed Snider)
History: 1997
Comcast launches DIGITAL TV Comcast SportsNet as a Philadelphia region sports channel which launches in 1997
History: Brian L. Roberts
Born: 6-28-1959 Married: Alieen Kennedy Roberts - 3 children 1975 1st training as cable installer Westmoreland 1981: Graduated Wharton school of University of PA Immediately began working for Comcast 1990: Named President of Comcast Corporation 2002 : named C.E.O. 2006: Cable Hall of Fame Played Maccabiah 2005 : Won Gold medal for U.S. Squash team Silver Medal 1981-85-97-2009 10-21-12 Honored as Legend of Maccabiah
History: Ralph J. Roberts
Born: 3-13-1920 (NY) Died: 6-18-2015 Married: Aug. 1942 - 5 children 1941: Graduated Wharton school of University of PA and joined the Navy 1963: Funds Comcast - $500,000.00 *1988 5th largest Cable Company over 2 Million Customers 1990: Walter Kaitz Award Foundation 1993: NCTA’s Distinguished Vanguard Award 2000: Cable Hall of Fame 2001: William Penn Award 2007: Contributed to Suzanne Roberts Theater in Philly’s Avenue of the Arts - opened October 2007 2010: 90th Birthday - Appeared on TLC’s Cake Boss 2011: Served as Founder & Chairman EMERITUS of Comcast’s Board of Director’s
History: Random but Important
1897: National Electrical Code Approved 1934: FCC Federal Communications Commission 6-19-34 (2017 = 83 yrs.) 1970: OSHA (Occupational Safety & Health Administration signed into Law 12-29-1970 1976: Harrisburg, PA - Massive signal Leakage
History: 1999
1999: Comcast sold 1.7 billion to SBC Communications San Antonio, TX 1999: Julian Brodsky creates Interactive Capital AKA Comcast Ventures 1999: Comcast university - CU National Training & development
History: 1998
1998: Style Network Launches - Style Fashion & Design 1998: Seinfeld’s Final episode attracts 76 Mil. Viewers
History: 2001
2001: Comcast Cares Day launches APRIL 2001
Xfinity Stream App
XR 15 REMOTE
E360 Timeline
E360 Filters - Timeline
Xfinity Stream TV Tips
Xfinity Stream App - Main Screen
Xfinity Stream App - Main (b)
Shown below are the XR2, XR5 and XR5v3/v4* remote controls.
Note: The XR2v3 remote control is now also available. For more information, see the Additional Keys on the XR2v3 section below.
Additional Keys on the XR2v3
XR 11 verses Xr 15
Xfinity Stream Main Menu - filters
