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22:06
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Mar 8, 2023 2:38 PM
No topic identified
01:57:16 PM
skill.cxao.customer.support.help.ivr
XA01:57:16 PMWeb Chat
You can ask me questions about your bill, account, and troubleshooting service issues.

01:57:24 PM
I need help signing in
XA01:57:24 PMWeb Chat
Just to be 100% sure: which option do you need help with?

01:58:04 PM
skill.cxao.xid.unauth
XA01:58:04 PMWeb Chat
No problem. Do you need help recovering your Xfinity ID or resetting your Xfinity ID password?

01:58:11 PM
My Xfinity ID/password
XA01:58:11 PMWeb Chat
No problem. Do you need help recovering your Xfinity ID or resetting your Xfinity ID password?

01:58:20 PM
I forgot my Xfinity ID password
XA01:58:20 PMWeb Chat
Got it. To protect your account security, I can't provide your Xfinity ID password.

You'll need your Xfinity ID to reset your Xfinity ID password. Do you want to reset your password now?

PGPink Guest
02:02:20 PMWeb Chat
This is not working. That is why I called. Your site is not working.
XA02:02:20 PMWeb Chat
To connect you with an agent, I need you to sign in with your Xfinity ID.

02:04:22 PM
I need help signing in
XA02:04:22 PMWeb Chat
No problem. Do you need help recovering your Xfinity ID or resetting your Xfinity ID password?

PGPink Guest
02:05:18 PMWeb Chat
You are sending me in circles. This is not working. I need to talk to someone.
XA02:05:18 PMWeb Chat
OK. Which service do you need help with?

02:05:27 PM
Xfinity Services
XA02:05:27 PMWeb Chat
Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

02:05:35 PM
Xfinity Home
XA02:05:35 PMWeb Chat
I'm better able to help you if you sign in to your account.

02:05:44 PM
Chat with an agent
XA02:06:04 PMWeb Chat
Got it. I'll put you in touch with a live agent now.
NEW CONVERSATION
Contact Reason: I see you may need help with your Xfinity Home cameras.
PGPink Guest
02:06:06 PMWeb Chat
Connecting from Xfinity Assistant. I have a question about home security.
02:06:06 PM
UserAgentMozilla/5.0 (iPhone; CPU iPhone OS 16_3_1 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/16.3 Mobile/15E148 Safari/604.1
02:06:06 PM
BrowserSafari 16.3
02:06:06 PM
OSMac iOS iPhone
02:06:06 PM
Page Markerunmarked page
02:06:07 PM
https://www.xfinity.com/xfinityassistant/?intent=skill.cxao.customer.support.help.ivr&referrer=IVR&crosslink=true&trackingId=fca8591c-3c46-403e-b26b-194163bb2fbb
02:06:07 PM
Page Markerunmarked page
02:06:07 PM
SAML.DatapassAutomatonId:18000799;uui:2,,,N,10323,,7BC06C7FA6FBC0,JV00,81657,,CH,,;channel:XA-Web;guid:;alternateChannelData:AIQSDK;
02:06:07 PM
Initial_UtteranceConnecting from Xfinity Assistant. I have a question about home security.
02:06:07 PM
sessionIdE-4bf4ca2a-4be9-4789-89b8-174b98231375
02:06:07 PM
ID_AuthN
02:06:07 PM
Account
Priyansh02:06:10 PMWeb Chat
Hello, thank you for contacting Xfinity. My name is Priyansh. How may I help you today?
02:06
A wonderful day! Thank you for choosing XFINITY! This is Priyansh your XFINITY ambas-sador,it's a great pleasure to as-sist you today. May I have your first & last name?
PGPink Guest
02:06:43 PMWeb Chat
Im trying to reset my password
Priyansh02:08:05 PMWeb Chat
Sure ! I will definitely help you and happy to assist you , Can you please provide me your complete name ?
PGPink Guest
02:08:19 PMWeb Chat
Kimberly Wall
Priyansh02:09:09 PMWeb Chat
Nice name Kimberly! May I know which password are you trying to reset ?
PGPink Guest
02:09:47 PMWeb Chat
508 E lionshead cir, apt 306
Priyansh02:10:40 PMWeb Chat
Thank you. May I know which password are you trying to reset ?
PGPink Guest
02:11:25 PMWeb Chat
how many are there? I want to access my account online and access streaming
Priyansh02:13:02 PMWeb Chat
Sure I will help you in this. please allow me a moment
The customer was disconnected for 1:16 minutes but has now reestablished connection02:13:12 PM
The customer was disconnected for 1:39 minutes but has now reestablished connection02:16:23 PM
Priyansh02:17:12 PMWeb Chat
Thank you for your patience , May I know error you are getting when you are trying to reset your password
The customer was disconnected for 53 seconds but has now reestablished connection02:18:05 PM
PGPink Guest
02:20:14 PMWeb Chat
Your website says sorry something went wrong try again. Then is says you are locked out or It says call xfinity and get a code. Call xfinity and it sends me to you. You send me back to the same website and it does the same thing all over again.
Priyansh02:20:56 PMWeb Chat
Thank you for the details.
02:21
To ensure we stay connected, please do not press the back button or use any other applications.
PGPink Guest
02:21:15 PMWeb Chat
Is it possible to reset passwords?
Priyansh02:23:10 PMWeb Chat
Yes it is possible to reset the password
02:23
Please stay connected.
The customer was disconnected for 1:57 minutes but has now reestablished connection02:23:42 PM
Priyansh02:24:18 PMWeb Chat
For a verification purpose please provide me your complete address
PGPink Guest
02:25:01 PMWeb Chat
508 E Lionshead Cir, Apt 306
02:25
Vail, Co 81657
The customer was disconnected for 46 seconds but has now reestablished connection02:26:30 PM
Priyansh02:26:47 PMWeb Chat
Thank you for the sharing the details . I am sharing you reset passwords link please open this link on new tab https://www.xfinity.com/support/articles/changing-or-resetting-your-password
02:26
Follow the steps to reset the passwords.
The customer was disconnected for 2:14 minutes but has now reestablished connection02:28:44 PM
Priyansh02:29:16 PMWeb Chat
Are you able to navigate the link ?
PGPink Guest
02:32:27 PMWeb Chat
You’re kidding right? That is exactly what i told you i have been doing and i just did if for the ninth time and it did the same thing. Can i please talk to someone?
The customer was disconnected for 2:08 minutes but has now reestablished connection02:35:05 PM
Priyansh02:35:07 PMWeb Chat
Please allow me a moment.
The customer was disconnected for 1:35 minutes but has now reestablished connection02:36:40 PM
Priyansh02:37:42 PMWeb Chat
As we are from home security team, we have limited. Let me connect this chat to the dedicated team.
TRANSFER DETAILS
From: Priyansh
Topic: CEN Internet Repair
Note: (none)
02:38:53 PM
Page Markerunmarked page
02:38:53 PM
https://www.xfinity.com/xfinityassistant/?intent=skill.cxao.customer.support.help.ivr&referrer=IVR&crosslink=true&trackingId=fca8591c-3c46-403e-b26b-194163bb2fbb
You02:39:07 PMWeb Chat
Hi, my name is Pooja. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
You02:41:12 PMWeb Chat
Thanks for waiting
You02:42:32 PMWeb Chat
I will help you in resetting the password
You02:44:12 PMWeb Chat
For verification purpose, Please confirm the last 4 digits of the primary account holder's SSN.
You02:46:16 PMWeb Chat
Please help me with your valuable response.
PGPink Guest
02:47:34 PMWeb Chat
9715
You02:48:11 PMWeb Chat
Thank you. Are you connected to your in home Xfinity Internet at this moment?
PGPink Guest
02:48:27 PMWeb Chat
Yes
You02:48:35 PMWeb Chat
Perfect.
02:49
We will need to add recovery option like any Phone number or email address to reset the password.
02:49
Please help me with your preferred phone and I'll send a verification link to add it on your account.
02:50
preferred phone number or email* sorry for the typo.
PGPink Guest
02:50:15 PMWeb Chat
6125907000
You02:50:37 PMWeb Chat
Thank you
02:50
Just a moment please.
02:51
Please confirm your Xfinity ID or username.
PGPink Guest
02:51:54 PMWeb Chat
Kimwall508
You02:52:07 PMWeb Chat
Thank you for confirming.
02:52
The number you have shared is already registered with another Username . Please help me with a different number or personal email.
PGPink Guest
02:53:45 PMWeb Chat
6127109100
You02:54:02 PMWeb Chat
Got it.
02:54
I have sent an verification link on your number. Please open the link you received and complete the process. The device on which you will open the link needs to be connected to your in home Xfinity Internet.
02:55
Please let me know once it is done.

Mercury02:58:55 PMWeb Chat
Just checking in. Did you have any questions?
You03:00:03 PMWeb Chat
I can see that number has been added on your account. I would request you to please access this link once again to reset the password: xfinity.com/password
Web chat


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I can see that number has been added on your account. I would request you to please access this link once again to reset the password: xfinity.com/password
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