XOE RECON Entry

You will call Channel Support (855) 218-0178 anytime there is an issue with an order in XOE. ie: No Address Found or Address Already Has Service

  • If the address already has service, you can check with the customer to see if anyone else at the address has Xfinity services. If the customer has a roommate that already has service, they are still eligible to get their own internet service at the address
  • Before calling Channel Support, Login to XOE (https://xoe-portal.cws.xfinity.com/) and scroll down to Find Existing Customer to verify the customer does not have existing services
    • Enter the Customer’s Address
    • Enter the Customer’s Driver’s License Number or Last 4 SSN
  • Select Continue
  • Once verified that the customer doesn’t already have an existing account you can now call Channel Support (855) 218-0178
    • The agent on the phone will guide you through the order by asking questions and entering information into their system
    • Ask multiple times to make sure your Sales ID is notated on the order
    • Be sure to obtain the following information from Channel Support before getting off the call
      • Account Number
      • Work Order Number
  • Login to XOE (https://xoe-portal.cws.xfinity.com/) and scroll down to Agent Options
  • Select Order Reconciliation
  • Enter in the Account Number & the Work Order Number received from Channel Support
  • Select Submit
  • If all the information was entered correctly you will receive an Order Reconciliation Success Alert
    • Take a screenshot before leaving this page so you have a record of the successful RECON
  • There are times when the Order Reconciliation might fail and you will receive an error message.
    • Take a screenshot of the page to capture the following:
      • Error Message
      • Account Number
      • Work Order Number
  • Call Channel Support (855) 218-0178 to verify the correct information was recorded
  • If issues still persist, reach out to your immediate Manager for assistance on completing the Order Reconciliation
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