Molli - Just a Text Away

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• Molli is available 24 hours a day / 7 days a week
   
• Ask Molli a question
   
• Receive an instant answer
   
• If Molli doesn’t know the answer, she will connect you with an agent
   
• Text to 66554
   

Providing:  BETTER, FASTER SERVICE!

Ways to Utilize Molli

Stop Text Notifications
 

• Text ‘STOP’
  
  • Customer will be unsubscribed from Mediacom

 

Re-Subscribe to text notifications
 

• Text ‘JOIN’
  
  • Customer will receive confirmation and Molli will ask if assistance is needed

Appointments

• Molli will send a text when an appointment is scheduled
  
  • Installations, Upgrades, Trouble Calls

• Special Request: Non-Bury Drop

• Special Request:  Bury Drop

Reschedule Appointment via Molli
 

1. Appointment text received
    
2. Reply R
    
3. Dates will come up
    
4. Reply M for more dates & times
    
5. More dates & times appear
    
6. Reply with the corresponding number of the date & time for the appointment to be scheduled
    
7. Response from Molli confirming the reschedule

Cancel Appointment via Molli

1. Appointment text received
    
2. Reply X
    
3. Molli asks for confirmation
    
4. Reply Yes
    
5. Confirmation of cancellation received

Troubleshooting

Video
 

1. Text Outage
    
2. Molli asks what device or service is not working
    
3. Reply with TV
    
4. Molli will have ask about errors and continue troubleshooting
    
5. If the issue is not resolved, Molli will send a corrective signal to your device or transfer the conversation to an agent

Internet

1. Text Outage
    
2. Molli will check for an outage and ask what device or service is not working
    
3. Reply with Internet
    
4. Molli will either ask to have the modem and coax disconnected or, send a corrective signal to your modem and ask if that resolved your issue
    
5. Reply with Yes or No
    
6. If the issue is not resolved, Molli can assist in scheduling a tech visit or transfer the conversation to an agent

Phone

1. Text Outage
    
2. Molli will check for an outage and ask what device or service is not working
    
3. Reply with Phone
    
4. Molli will ask if you are having issues with no dial tone, poor call quality, or with phone features
    
5. Respond accordingly
    
6. Molli will offer links to help troubleshoot the issue
    
7. If the issue is not resolved, Molli will send a corrective signal to your modem

Balance / Payments
 

• Text: What is my balance or ‘balance’

• Text: Make a payment

• Text: Enroll in autopay

• Credit Approval
   
• A text is received when a credit request was approved on the account

 Credit Dis-approve

• A text is received when a credit request was disapproved on the account

WiFi Password

• Text: What is my WiFi Password

Internet Usage

• Text: Usage

Login Information

• Text: What is my account number?

• Text: What is my Mediacom ID?

• Text: What is my e-billing ID?

• Text: What’s my password?

Affordable Connectivity Program

• Text: ACP program

Pay-Per-View

• Text: PPV items