http://www.aypwip.org/webnote/marieWebnote RSS feedWed, 16 Nov 2011 13:30:48 GMTPyRSS2Gen-1.0.0http://blogs.law.harvard.edu/tech/rssretention: It seems like you've been with us for quite some time and I can give you the loyalty department's number where discounts are applicable. You can retain the same services but will be able to get it at a lesser price. I'm sure you won't regret calling. The number to call is: 866-565-4863 - loyalty department or you can also reach this department at 18009346489 and select option 4. It's also called retention's department. Rest assured that everything will be taken care of and considerably resolved. http://www.aypwip.org/webnote/marie#note36May I request ten (10) days PTO plotted on November 19-28, 2011 for important personal reasons. My fiance will be arriving from the U.S. to meet my son and my family. These are the dates that he was also allowed to take his vacation from work in the U.S. and also the time he is able to avail of promotional flight rates to the Philippines. I value my job and I am fully aware of the policies on leaves. From the first day of training to-date I have never been late. My record will show that I am not the type of employee who is always absent or who plots a PTO every month. I consider my job precious to me that is why I give it my first priority by showing or maintaining a good record of attendance and good behavior. However, I do want to request a special consideration from you in this particular case. I do not want to pass up this opportunity that could mean a turning point in my life. We are both in our prime and this is the chance for us to get to know more about each other before we actually settle down. I am really hoping you will grant this approval for 10 days leave, since I do not want to miss my chance of having a future family. Also, my fiance has already booked the flights for travel to other parts of the Philippines that are new to him and which will also make him appreciate me more. I will be most grateful to you if you can empathize with me for this rare one in a million chance to be with a responsible man who will want to share the rest of his life with me. Hoping for your kind consideration. Very truly yours, Marie Bernadette Legaspi http://www.aypwip.org/webnote/marie#note35PRE CALL SCRIPT AFTER TROUBLE CALL Mr. /Ms. , since I have scheduled a tech to come out to your home to address your issue, I must advise you of a couple requirements to ensure the success of your appointment. First, Someone 18 years or older must be available for the entire time frame of _____ to allow access for the tech to your home. Secondly, I must make you aware of our pre-call, You will receive a Pre-call from our Automated System to confirm you still need a tech to come to your home. Once you receive the call you will need to press the number 2 to confirm you still need the technician. The calls will begin 30 minutes prior to your time frame which is ___ at that point you will be prompted by the system to confirm your appointment. If you miss that call you will have another call approximately 30 minutes later at the beginning of your time frame. If that call is missed you will have one final chance 30 minutes after your time frame has begun. Mr. /Ms. , if all calls are missed the appointment will be canceled and you will have to reschedule. Do you have any questions about the pre-call? Mr. /Ms. ________________What number would you like to be called on? http://www.aypwip.org/webnote/marie#note34DISCONNECTED ACCOUNT: I apologize for the inconvenience of not being able to use your Comcast services today. It appears that your service has been disconnected for an outstanding past due balance. Once payment has been made for the full balance we can proceed with restarting your services. I can understand how being without service can be frustrating. We have a number of payment options that can help resolve this issue quickly as well as preventing this from happening in the future. How would you like to make your payment today? Were you looking to pay the full balance on the account today?http://www.aypwip.org/webnote/marie#note33Configuring Outlook/Mac Mail/Thunderbird: ____________________________ 1. Click on Tools the select E-Mail Accounts. 2. Select View or Change existing email accounts. 3.Select the email account and click on the Change button. 4. On the Email settings page make sure Email address and servers are correct and retype the user name and password. 5. On the Email settings page make sure Email address and servers are correct and retype the user name and password. DO NOT select the SSL options. Use 587 for Outgoing server. Select the option Leave a copy of messages on the server. Mac mail set up: 1. Click on Mail 2. Click on Preferences 3. Choose the email we need to check 4. Click on Edit 5. Check the settings for Host ( mail.comcast.net ), SMTP ( smtp.comcast.net ), User name and password should be the same as what you set up for your webmail. 6. Click Account options. Tick Delete messages from server after downloading, and option until when will appear, choose the preferred option. Connect to server should be 110. 7. Click Outgoing Mail Server. Then click Edit SMTP Server. Then Click Advance tab. Click Use customer port and type, 587. 1. Open Outlook. 2. Go to Tools menu. Click on Email accounts. 3. Select "view or change existing email accounts". Click on Next tab. 4. Select the name and type for the email account. Click on Change tab. 5. When page pulls up, make sure to enter the correct details: User Information: Your name/ email address. Logon Information: correct user name and password. Server Information: *incoming: mail.comcast.net *outgoing: smtp.comcast.net 6. Click on More Settings tab. 7. On Outgoing server tab, check "My server requires authentication". 8. On Advacned tab, enter these:incoming port: 110 outgoing port: 587 9. Check "Leave a copy of messages on Server" so that even if your computer crashes, your emails are secure online (SmartZone). 10. Click on OK tab below. 11. Close all windows you opened for these steps. Here are the steps to configure Thunderbird: 1. Open Thunderbird. 2. Go to Tools menu. Click on Account Settings. 4. Select the name and type for the email account at the left side. 5. Server Settings: Server Name: mail.comcast.net Port: 110 Use rname: ( Your Comcast Use rname ) note: Tick the following items: Check for New Messages at the start; Check for new Messages Every ( choose time option ); Automatically Download new Messages; Leave Message on server ( do not tick on For at most; tick Until I Delete them ). 6. Outgoing Server: Server Name: smtp.comcast.net Port: 587http://www.aypwip.org/webnote/marie#note32Cannot Hear or Play Voice Mail Message - Doc ID: 17465: Confirm that the volume on the customer's computer and speakers is set to a reasonable level. Have the customer open the Voice Mail record function using the button next to the message they want to play back. Confirm that the customer can see the media player open next to the voice mail message they want to playback or confirm that the customer can see the media player open in a new page. Note: The customer might receive a banner message stating "This site might require the following Active X control: "Quicktime Installer" from "Apple Computer, Inc." Click here to install." If so, have the customer install Quicktime. (The DVC requires the customer to have Quicktime or iTunes installed on their computer for them to listen to Voice Mail. It does not need to be their primary media player but just be available on their computer.) After installing the player, have the customer click on another page within the site and then back into the Voice Mail page. If no banner opens at the top of the screen, ask the customer to attempt to play back a voice mail message. If successful, end the call. If unsuccessful, proceed to Create a Trouble Ticket. Have the customer press play in media player, player should flash "retrieving" next to Elapsed Time. It may take up to a minute for the message download. Did the message playback? If no, proceed to Create a Trouble Ticket If yes, end call.http://www.aypwip.org/webnote/marie#note31How do I change my User name? You can change your User name by following the steps below. Warning: Make sure you no longer want the old User name - changing a User name causes the old name to be unavailable and cannot be used again. 1. Log in to Customer Central with your Comcast ID and password 2. Select the Users & Settings tab 3. Use the drop down to select the account you wish to change 4. Under Account Settings - click Change user name 5. Enter the Security Code, the current password and the new User name, click Save Changes to change the User name http://www.aypwip.org/webnote/marie#note30The Golden Shield Project or Great Firewall of China is a censorship and surveillance project operated by the Ministry of Public Security (MPS) division of the government of the People's Republic of China. Since Comcast uses IP protocols ( TCP) such as HTTP, FTP or POP ) The Golden Shiel d project of China Blocks IPs outside their country. It is true that in few times, you are able to access the website that is because the your IP address which is a US IP address was not blocked yet but once the MPS tracks that your IP isn't a chinese IP, you will be automatically blocked on your next visit to the website. The Work around for this issue are 1. Using a proxy server outside China 2. Using SIJOVPN, PaperBus, Freegate and Ultrasurf- are free programs that circumvent the China firewall using multiple open proxies, but still behave as though the user is in China.http://www.aypwip.org/webnote/marie#note29http://www.aypwip.org/webnote/marie#note28Go to http://xfinity.com/norton/ and click Get It Now Click Start Download Click Run Click Run Norton will begin to download and install Agree to license agreement by selecting Agree & Install The installation completes http://www.aypwip.org/webnote/marie#note27I do apologize for the inconvenience. I just verified that currently Comcast in undergoing an Outage Alert for a high volume of Compromised UID calls at this time. Customers are expressing that their email address was used without their knowledge to send spam to persons in their address book. It is likely that the customer UID/password were compromised by one of the following means: - Easily guessed password. - Password provided in response to phishing scam. - UID/password combo is shared across multiple sites (Facebook/Twitter/Social Sites, Comcast/Smartzone, Banking, Playstation Network/Xbox Live/Gaming, etc) and one of those sites was compromised. - Malware/Keylogger on PC. We are currently investigating and no further examples are needed at this time - change UID Password completely, make it complex (up to 16 characters, mix upper and lower case letters, add #’s, special characters). - change answers Secret Question(s). Make sure the answer isn’t common, for example “Pepsi” or “Coffee” is a common answer for “What’s your favorite beverage?” - “Starbucks Café Latte” or “Wild Cherry Pepsi” would be a more secure answer. -DO NOT use the same password across 3rd party sites, i.e., PayPal, Facebook, PLAY STATION NETWORK, etc. - Check to make sure Email Forwarding and Personal Web Pages (PWP) are configured to the customer’s desired settings (on/off) -run a full virus scan with an up-to-date Anti-Virus program to remove possible virus/keylogger (Recommend Norton Security Suite available at http://security.comcast.net ).http://www.aypwip.org/webnote/marie#note26I recognize that our log ins are very important for us to be able to access Comcast online. I apologize for the inconvenience this has caused you. No worries anymore, you have here the right person who can solve that for you. Rest assured that I can provide you with your username and password. I can certainly relate to that, it may have been frustrating being unable to access your email account since you have important email there. No worries, you came to the right place. I can definitely help your recover your log-ins so that you can check them. I understand that you need assistance for the free Norton download. I know that you want this software to have your computer protected. No worries, you came to the right place. I can definitely offer my assistance to you. I understand how important it is for you t be able to connect wirelessly, I am willing to help you the best way I can. To set the right expectations, we are limited to basic troubleshooting with routers, in the process, I might need to refer you to the router manufacturer. I understand that you are Chatting because your connection is slow. I recognize that you require faster speeds as expected. No worries, you came to the right place. I can definitely offer you my assistance. I understand that you want to inquire about our router offered. I can see that you need the device to have a more convenient access for the internet there at your place. No worries, let me help you out with that. I have here a link that you can use to order and I will be assisting you as well. It appears that the account is under a different name. May I ask your relationship with the account holder? As part of your Internet service there is an email account assigned for you account and that is the same log-in you should be using to access your online account. I am really sorry that you were not given all the information that you need for your Comcast email account. I am here to gladly help you out with all the information that you need. Guest, do you have a problem in accessing your Comcast online account with your username and password? Before I transfer you would there be anything else that I can assist you with? Please do advice me if you have successfully logged in to Customer Central. Would there be anything else that I can assist you with? Thank you for waiting. I do have the account pulled up now. Thank you for letting me know that you can take the survey. I really appreciate that you can spare your time on this Please do click the link and log on: http://customer.comcast.com/Pages/Help.aspx Here in Customer Central you can view and pay your bill online by clicking the Account & Bill Tab. By clicking Users & Settings Tab you can change your username,password and can create another secondary account. you were trying to reset your password for your Comcast email account that you were asked for the security question? Before we proceed may I ask for your full name because your name here appears as guest? The Comcast Representative will be calling you now. For your 4 digit pin I will email it to you to your Comcast email address after our chat. https://login.comcast.net/login?s=wnamp&ts=a49dd02ehttp://www.aypwip.org/webnote/marie#note25As I understand that you want to retrieve your Comcast user name and password for you to log in to access your Comcast online account, am I correct? As I understand that you want to access your Comcast password for you to log in to access your Comcast online account, am I correct? As I understand that you want to retrieve your Comcast password for your Comcast email account, am I correct? As I understand that you are having a problem in accessing your email account, am I correct? As I understand that you are having a problem with your phone service, am I correct? As I understand that you are having a problem with your internet connection, am I correct? As I understand that you want to know how to download Norton in your computer, am I correct? As I understand that you want to know the internet speed that you have with your internet service, am I correct? As I understand it correctly that you want to set up an email account for you to be able to access your Comcast online account, am I correct? As I understand it that you were trying to change the password for your Comcast email address that you were asked for your security question, am I correct? As I understand it that you are having a problem in logging in with your Comcast user name and password, am I correct? When you tried to log in you got a message that your user name and password do not match? I know how important it is to have a working use rname and password. I'd be happy to get this fixed for you today. My apologies for the frustration this issue has caused you. I'm going to do everything I can to resolve this with you today I am here to provide you with excellent customer service today. Please be assured I will do my best to help you with your . Thank you so much for that information. Please give me 2 minutes to access your account. That is fine if you do not have the CPNI pin. Please answer this security question with correct and exact security answer that was set up in the account: Thank you for patiently waiting and for being cooperative. Please log in now using the following information: user name: a_karniv password: goalboss You've been a great customer and I really appreciate it. Just to recap, I have verified your account and provided you your temporary password and steps on how to change your password. I will be taking notes in your account as summary of our conversation for future reference.http://www.aypwip.org/webnote/marie#note24 Thank you for waiting, I hope your day is going well. How may I help you? Since you have already verified your account information with the previous representative, let's get directly to your billing question today. You've reached the right department. I'd be happy to help you with your inquiry. I know that can certainly be frustrating. Let me try to pinpoint what the problem is and work on getting this fixed for you. I use my email all the time and know how frustrating it can be when you can't access it. Lets see u what is going on and get this fixed for you. __________________________________ PASSWORD RESET I can understand that it can be difficult to remember log-ins and passwords. With Comcast, we allow you to manage all your accounts with just one log-in and password, so let me take care of this for you right now. I know how important it is to have a working user name and password. I'd be happy to get this fixed for you today. Before we finish up , I want to remind you that we have generated a new password for your online account. By the end of this chat I am sure we will have resolved this issue together to your satisfaction. Comcast Verification team will call you to verify the security on your account. They do the call to authenticate the record on your account. Before we finish up , I want to remind you that we have generated a new password for your online account. To keep your information secure, I will need to confirm your 4 digit security pin number. This is a 4 digit number that you would have been provided after installation of your Phone service or that you setup previously on your account. __________________________________ CX WRAPS We will not be able to continue our conversation since you are now wrapping the chat. Please do not hesitate to contact us back. We are always available 24/7 to help you resolve your concern. For further information, please visit http://customer.comcast.com/Pages/Help.aspx /> __________________________________ It is with gratitude to have you as my customer on this chat and I appreciate the opportunity you've given me in assisting you today. We value your business with us but most importantly, we value you! This has been Maria, assisting you with pleasure. Have a great day! If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us at 1-800-XFINITY By the end of this chat I am sure we will have resolved this issue together to your satisfaction. I can certainly understand your frustration and I really appreciate the opportunity to make things right. __________________________________ For security purposes, would you please provide the following information: Your Name Your Full Address Your Billing Phone Number Your Account Number The last four digits of your Social Security Number Could you provide me with the date and amount of your last payment on the account? To protect your account I will need to verify some additional information. Could you please provide me with your driver's license number listed on your account? __________________________________ "I apologize but we are unable to process that service change for you today. Only the account holder or noted authorized person may make changes to the account. If you will be the person handling account changes I'd recommend having the account holder contact us to add your name to the account as an authorized person. In the meantime I can certainly help you answer any questions not specific to the account today." We will be using your Social Security Number as the primary security access information. Going forward, Comcast will request the last 4 digits each time you want to request account information or make a change to your account. __________________________________ PUT ON HOLD I appreciate your patience while on hold, I am still working/checking on your account. Please give me another 2 minutes for this, would that be okay? __________________________________ I see you have Digital Voice service. In order to protect your account information online, I need to validate one more piece of information. You can either provide your security PIN, or if you don't have that handy, you can provide the answer to your secret question. Thank you so much for that information. Please give me 2 minutes to access your account. I apologize, this is taking more time than usual. Would you mind waiting for a minute or two while I finish it? I would deeply appreciate it. __________________________________ THANK YOU Thank you for the additional information you provided me. Thank you for waiting. I appreciate your patience. I apologize for the wait being a little longer than expected. I just need another minute or two to get everything that we need to get this resolved. Thank you for patiently waiting. Would you mind waiting for about two minutes while I look into this for you? Now that we've resolved your issue and reviewed the details, do you have any additional questions or concerns today? Have I answered all your questions today? __________________________________ SURVEY: I would appreciate your feedback about the service you experienced with me today. It is our priority to provide you the best customer service. Kindly answer the 3 or 4 question survey following this chat so we can continue to improve our service. ____________________________________________________ CLOSING: It's been a pleasure helping you today, . Thank your for contacting Comcast and have a great day. If you need assistance in the future, please do not hesitate to contact us through Live Chat or E-Mail (available 24 hours a day, 7 days a week). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. You can also reach us at 1-800-COMCAST (1-800-266-2278). ______________________________________________________ TRANSFERRING: Let me connect you with our Sales team. They have access to the most current promotional offers and services in your area. I would be happy to get you in touch with the department that can further help you with your inquiry. Thank you for contacting Comcast and have a wonderful day. Please stay connected to the chat while I transfer your chat.http://www.aypwip.org/webnote/marie#note23I would like to be able to talk to my son while he's away for college. What plan can you recommend? $550 family plan maximum of 3 lines $9.99 cost per additional linehttp://www.aypwip.org/webnote/marie#note22Call flow and spiel http://www.aypwip.org/webnote/marie#note21