Complete 1
Order with pro install and drop bury present. Corrected by changing reschedule reason to “Ground Condition”
Completed
Serviceability / CSG Error Issues
Changed Job Reason code to Ground Condition
New Connect D31req code is causing the “XB6 or higher required” error at order details, fixed by adding XB3 exception
Completed
Current trend
XB6 or Greater needed in D31 area
XI only order with no flex codes or equip, giving “Flex declined required” error
Completed
Serviceability / CSG Error Issues
Added Flex Decline
Order is on day 5. Unable to reach CX, sent email, left VM
Pending
Pending to day 7
Pending
Equipment was not picked up in store, cancelled over 10 days pending
Cancelled
Equipment Pickup
Cancelled order
CDV order with equip present, dates are set but SODI task not completed. Completed by clearing
Completed
CDV issues
Corrected Sodi Task
DAILY DOUBLE
The order has an owned modem swap, sales ID 99461, and can be fixed by adding a rental modem
Completed
Current trend
Dotcom order with incorrect modem
The order has an owned modem swap, sales ID 29475, and can be fixed by adding a rental modem
Completed
Current Trend
Equipment change with Incorrect/no install
Order is on day 2. No action taken
Pending
Pending to day 3
Pending
Pro install order cancelled over 10 days pending
Cancelled
Pro install not Rescheduled
Cancelled order
Order has Cable Card AO’s however the only equip present is TV box/DTA equip
Completed
Current trend
Cable card A/O added in replacement of X1 AO
CDV order with leftover TN codes from previous package. Completed by removing extra CDV
Completed
CDV issues
Corrected CDV codes
Transfer connect throwing error “cannot complete, equip not moved”, completed by unchecking equip box in transfer
Completed
Transfer issues
Unchecked equipment box in transfer
GSK ship is set for a future date. Unable to reschedule due to service error
Pending
Delayed Equip-Locked Dates
Pending
Tech recovery order cancelled over 3 days pending
Cancelled
Tech Recovery Order
Cancelled Pending Tech Recovery Order
CDV disconnect order with dates already set and sodi already completed. Completed by setting order status to complete with no other changes
Completed
No changes
Force completed
Transfer connect with no equip, but equip is present on the disconnected previous address, completed by moving equip manually through the transfer tool
Completed
Transfer issues
Moved Equipment
Repackaged order with DTA AOs but equip present on account are TV BOX AOs, corrected by changing codes to M TV BOX AO
Completed
Equipment Issue
Corrected Video Equipment Codes
MDU rewire SRO is present on the account. Order pended out up to 30 days
Pending
Construction/Non Bury SRO
Pending
Wifi Ready modem not added, cancelled over 10 days pending
Cancelled
Missing/Incorrect Equipment
Cancelled order
DAILY DOUBLE
CDV order with equip present, dates are NOT set but SODI task not completed. Completed by clearing SODI
Completed
Date issue
Added/Updated completion date
The order has a missing install, and can be completed by setting resolution to CAO
Completed
GSK/SKA/Pro install issues
CAO order with missing install error
SVP override code required to clear “XFI ADV error”
Completed
Serviceability / CSG Error Issues
Added code to clear Location/Service Error
Notes show HouseSmart ticket in place discussing location serviceability and possible cost sharing
Pending
Serviceability
Pending
Order for CDV with owned equip, but no XI equip present on account, cancelled over 10 days pending
Cancelled
Missing/Incorrect Equipment
Cancelled order