ITGs

Question 1

This ITG is for situations where a subscriber notices that an unauthorized change was made on their account

Answer 1

Unauthorized User Changes

Question 2

This ITG troubleshoots customer reported issues with Comcast provided mobile apps, and set-top box applications on X1 and Flex devices.

Answer 2

Application Issues

Question 3

This ITG addresses customer concerns with the phone ringing after a call is completed

Answer 3

Ringback

Question 4

Use this ITG when a caller is calling about “The username and password entered do not match. Please try again.” error message

Answer 4

Xfinity Website Issues

Question 5

This ITG is is to be used when the customer would like to activate certain equipment including an: Appliance Controller, Camera, Curtain Motion Sensor, Door/Window Sensor, In Wall Lighting, Lighting Controller, Motion Sensor, Thermostat, Water Sensor, and XH (Control) Hub

Answer 5

Home Activation Issues

Question 6

Leilani lives in a Managed Wifi Community and is experiencing connectivity issues, which ITG should be used

Answer 6

Managed Wifi Connectivity Issues

Question 7

Aunt Ella saw an ad about hackers and wants to reset her network name and key. Which ITG should be used?

Answer 7

Xfinity Wireless Gateway Settings

Question 8

Roger is reporting issues with his home phone, when trying to make calls it goes to dead air and never completes the call. Which ITG should be used?

Answer 8

Cannot Make Calls

Question 9

Trey called to report his alarm system is not working, however he does not have Xfinity Home. Which ITG should be used?

Answer 9

Alarm System (not XH)

Question 10

Yousef noticed his caller id information is not showing correctly on his Xfinity Mobile service. Which ITG should be used?

Answer 10

XM Caller ID

Question 11

Use this ITG when a customer reports snowy pic, lines or pixelation

Answer 11

Picture Quality

Question 12

Suzanna is calling to report a down cable line near her home. Which ITG should be used?

Answer 12

Drop Issues

Question 13

Jamar keeps getting an error message when trying to access On Demand. Which ITG should be used?

Answer 13

Xfinity On Demand

Question 14

Deborah feels the rules she setup for her XH cameras are not working properly. Which ITG should be used?

Answer 14

Troubleshooting Rules & Scenes

Question 15

Guillermo has been experiencing intermittent connectivity with his prepaid Xfinity services. Which ITG should be used?

Answer 15

Prepaid