For new and experienced users to the Comcast Control Center (C3) we’ve outlined some key reminders and tips below. We are also happy to announce the Cecil Gonzalez has also joined the team effective April 4th.

If you can’t Log in to C3, please send an email to  James Kothenbeutel, Cecil Gonzalez, Matt Trujillo, and Greg Trent. You will get a quicker response if you email all of them at once.

Don’t forget to “Submit” – Our average interval for resolving SSRs is about four hours. If you haven’t heard from anyone in that amount of time, please check the status of the SSR. If it still shows “New”, it hasn’t made it to our queue. Sometimes people ask why doesn’t the status change to Submitted automatically when you click Save? The issue there is that once it has been submitted, you can no longer attach any files to the SSR since it is now in someone else’s queue and you can no longer edit the SSR. So please remember after you have filled out the SSR and attached any required files, please change the Status to Submitted.

Choosing Request Types and Request Categories can be confusing as there are a lot of different combinations. Below is a list and a brief explanation of each combination. For the most part, the Request Type determines which internal team responsible for the SSR. The Request Categories narrows it down by function or type of assistance required. If you aren’t sure, please reach out to your Partner Sales Manager (PSM) or Inside PSM (IPSM) for guidance.

Access Request – Request user access to programs or systems. Typically used to get a login for a new C3 user or deactivate a user.

  • Additional Access Needed
  • Create Access for User(s)
  • Deactivate User Request
  • Modify Existing User 

Activate Partner Account – Used this option to request the activation of a new Partner Account

  • Activate Partner Account

Complex Support – Request Sales Support on existing Enterprise/Mid-Market opportunities

  • Add Site
  • Cancel Request
  • Configurator
  • Escalations (Not an escalation for the Escalation Desk)
  • Inflight
  • Multi-site (NOT used to submit a New Multi-site)
  • Order Status
  • Survey Expedite
  • Survey Refresh
  • Survey Request
  • Other Complex Order Issue 

Escalation Desk – Request assistance from the post order acceptance escalation team (AKA Escalation Desk)

  • ActiveCore Escalation
  • Billing Credit Request
  • Billing Issue – Coax
  • Billing Issue – Fiber
  • Change of Ownership Issues
  • Construction Issues – Damage
  • Disconnect Request – Coax
  • Disconnect Request – Fiber
  • ETF Waiver
  • Existing Customer – Service Down
  • Install Issue – Failed Port
  • Install Issue – Installation Dissatisfaction
  • Install Issue – Service Down
  • Intermittent Internet Connection
  • Tax Exemption
  • Other Escalation Issue

Locked Location – Request an SMB location be unlocked when locked by another opportunity

  • Locked Location

SmartOffice – Request SmartOffice contract for a customer

  • SmartOffice

System Issue – Request assistance on a system issue

  • Contract Management Error
  • CPQ Error
  • Insufficient Privileges Error
  • Prequalification Issue
  • Unable to Add Site
  • Unable to Login
  • Other System Issue
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