Notes

XFI :-
I am happy to inform you that you are eligible for XFI complete Plan in which you will get Unlimited data Plan + Free Home WIFI assessment +Xfi Network security + Inclusion of Modem rental fees + Free XFi pods (if eligible).
Once you add xFi complete on the account, after the initial 14-day assessment period, you’ll receive additional email with information about your xFi network performance. After the Whole Home evaluation is complete, the results are sent to the primary email address on file. Sounds good to you ?

If eligible for free pods, you will receive an email "Your most recent review shows that your WiFi coverage may benefit from an xFi Pod, available to you at no additional cost. This email will include a link to order an xFi Pod; once completed, the xFi Pod will arrive within five to seven business days. The same online order link will be available in xFi's Notification Center and the xFi Pod Redemption tile in the Overview tab of the Xfinity app or xFi website."

Xfi network security-Helps block cyber threats to every connected device.

An xFi Pod works to extend your WiFi network, and help eliminate deadspots for more consistent coverage and creates a powerful mesh WiFi network that finds the fastest connection in your home, to keep you seamlessly online as you move around.
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XM :-

Are you aware that you can save hundred of dollars a year on your mobile plan by switching to Xfinity mobile ?

Being an Xfinity Ambassador, I'll be glad to inform you about the Xfinity Mobile with the most pocket friendly mobile plan as we have exclusive offers for you . Shall I share details with you ?

Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines ?

Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1Gig at just $15 per month.


I would like to take this opportunity to share, we can help lower down your internet bill up-to $20 per month consequently, savings of up-to $240 a year, if you or any of your family members move current mobile services to Xfinity. I can help sign you up for Xfinity Mobile right away.

I would like to take this opportunity to share in which you can port the same number and device and with same you do not have to pay for that today. Also, if you or any of your family members move current mobile services to xfinity. I can help you sign up for xfinity mobile right away. Sounds good to you ?

I would like to take this opportunity to share, we can help lower down your internet bill up to $20 per month consequently , savings of up to $240 a year , if you or any of your family members move current mobile services to xfinity. I can help sign you up for xfinity mobile right away.

The chat is directed by the federal law of communication and the chat is fully encrypted end to end.


There is a high fraud risk associated with mobile. For this reason, Xfinity requires an SSN to ensure the legitimacy of the account.

Your prepaid card will be processed in approximately 12 weeks (90 days) from the date of your completed Xfinity installation. Once processed, it may take an additional four to six weeks to be mailed. You can expect to receive the prepaid card within 16 to 18 weeks from your installation date. You can view your status by visiting the https://xfinityincentivetracker.com/ You can use your card to purchase goods and services at any signature-based merchant that accepts Visa® debit cards. $10 one time activation fee will be applicable per line.

Cust want to update plan changes - In the Xfinity Mobile app, customers can click on the My Data summary from the home screen and click upgrade today on the next screen. In the My Account section of xfinitymobile.com, customers can click the upgrade today button on the Activity tab. After a customer has switched to the new pricing plan, they can request a “plan restore” within 30 days. This will return them back to their previous plan and pricing and can only be performed by chat or phone call with an Xfinity Mobile Care Specialist.

- You are also eligible for Xfinity Mobile; I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly? [Mention and Discussion]

- Currently, we are offering $100 Visa Prepaid Card for each line with your own device. Monthly plans starting as low as $15. Additionally, we are offering $400 Off on Flagship (Apple, Samsung and Pixel 7) phones. I can help sign you up for Xfinity Mobile right away. [Mention and Pitch]

- I can see on your account that you are eligible for Xfinity Mobile - Motorola moto G 5G which, is “On Us”. Full retail value of the device i.e. $319.99 will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number. Shall I go ahead and sign you up for Xfinity Mobile?
[Mention, Discussion and Pitch]

Being an xfinity Ambassador I will be glad to offer you Xfinity's most pocket friendly mobile plan include Unlimited call , Unlimited texts and 1 Gig at just $15 m/o
I can help save you Hundreds of dollars a year by Sign you up for Xfinity Mobile.

***************************************XFINITY Mobile Features ****************************************Shiv OM *****

Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI). It's built for the way consumers use their mobile devices today – with Internet and data at the center of their experience. In addition to the most popular phones, we offer Apple Watches and iPads for more ways to stay connected.

Unlimited nationwide talk and text.
Access to millions of Xfinity WiFi hotspots.
International roaming with Xfinity Mobile's Global Travel Pass or “pay-as-go" rates.
No term contracts.
Customers can cancel service at any time without penalty,

You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with only $10 activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.




***************************************Pitch 1******************************************
Meanwhile may I know how much you are paying for mobile services ?

While working on your account I have found there is best deal in which I can help you to save around $400.00 on your mobile bill per year.

May I know how frequently you use your landline services ?

As you are valuable customer so I have a great news for you in which I can help you with free Moto g phone and you can keep same number that you have for landline services.

You will get upto $25.00 discount on your internet bill and once you port the number from home phone to Xfinity mobile , can cancel the home phone if not needed can save more.

In just $15.00 you will get unlimited text and calling with 1 GB data with Xfinity mobile
Also if you Bring your own mobile to XFINITY we will offer you $100 visa card per line.

**************************XM OBJECTION HANDLING*************************
Please share your SSN and Date of birth.
Please be assured all the information's share by you will be secure and mask by the system.
Please share SSN in format 12 34 56 78 9 so system will mask it.


I can understand you as a customer as now a days everyone is concerned about the online security, however be assured all information will be mask. You have my words it is totally secured.

I need to run a soft check to check more benefits for you, please be assured it will not effect your credit score.
Shall I proceed ?

Please share your Card number, CVV, Expire date.
Please share card number in format of 12 34 56 78 So system will mask it.

**************************XM OBJECTION HANDLING*************************
It’s just too expensive. :-

Our service is known for saving customers a considerable sum annually vs their current providers. You can also bring your own phones which makes our service a better fit for you.

I’m happy with my current provider:-

I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.
I’m under contract and still paying for my new phones :_ I totally understand! I wanted you to be aware of the service. When the time comes and you are able to re-evaluate your whole home monthly costs, you might consider Xfinity Mobile which does not require a contract.

I need to check with my spouse :_

totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy, as deal for today you can add now.
There will be no charges till the time you wil not activate the line.

ü It’s just too expensive

· Our service is known for saving customers a considerable sum annually vs. their current providers. You can also bring your own phones which makes our service a better fit for you.

· We have most economical pricing as compared from your current provider, as I shared you the savings. Our offerings in worthwhile! I’m sure you’ll love our service with the savings every month.

· Mr. Customer, indeed paying less and get good service is everyone’s need. Being a customer myself, I can assure you the pricing that we are offering are most economical and not binding you with any contract that means you are free to make any changes anytime.

ü I’m happy with my current provider

· I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.

· We are offering you more than your current provider and saving on your monthly. Why pay more monthly when you can pay less and get better service keeping your devices and phone numbers!

ü
I need to check with my spouse or Family Members

· I totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy!

· As there is no payment required to proceed with the order and massive savings per month. There is no chance of No! Also, we don’t bill you without activation. It will take 2 days for the Sim cards to reach at your address. You have all the options.

ü
I’m under contract and still paying for my new phones

· I totally understand! I wanted you to be aware of the service. When the time comes and you are able to re-evaluate your whole home monthly costs, you might consider Xfinity Mobile which does not require a contract.

· We have collaborated with Verizon and using same towers, our network gets boost from the 20 million WIFI hotspots auto connectivity with Xfinity mobile.

ü
I don’t want to give my Social Security Number and DOB

· Xfinity chat is a secure platform which masks all critical information and in order to avoid risk Xfinity requires an SSN to ensure the legitimacy of the account

ü
I don’t want to share my card details

· Xfinity chat is a secure platform which masks all critical information and in order to avoid risk you need to fill in the details on the secured link and please be rest assured about the same

ü
We have more than five lines with our current provider and all of them are not paid off completely

· No requirement to migrate all phones at once. You have the option to keep lines with your current provider if you’re still paying off devices, however you can bring the phones which are paid off. You can either port the phone numbers or can have new number from Xfinity

· You have the option of spacing out your payments by adjusting your billing date for your core services so you pay your cell phone bill at a different time of the month

**************************After Sale done*************************
You will get the Phone and sim with in 2 days.
I request you please activate it ASAP so you will get benefits and additional discounts.
The activation process is very easy and I am sure you can easily do it by your own by Mobile app, still if there is Issue we are 24*7 there for you.
The activation process will take only 10 minutes.
Also I am sending steps on your email address, please help me with same.

MANDATORY POINTS TO BE SHARED WITH THE CUSTOMER

· We will be sending new SIM card’s, that will be delivered to you in 2-3 days (Free delivery), you just need to follow the steps in the SIM Starter package to activate the Xfinity Mobile.

· I would also like to inform you that the package requires a signature for delivery. If you're not home to receive the package, your package may be routed to a nearby location for you to pick up. You can also track your order through FedEx delivery and pick the SIM card from the nearest FedEx store

· In case we are sending a new device along with the SIM card then we need to share the email to the customer by referring to the
DOC ID- HOW13357

In case we are sending only the SIM card then we need to share the email to the customer by referring to the
DOC ID- HOW13358
. (Check Email address of the customer and send the document).


· Your current service will remain active and once you have activated the new SIM card’s the services will start from Xfinity end. (This will ensure you only have one service and pay for one service only). we want you to activate the SIM card asap so you can get the discount on your internet bill as well you can get the gift card (to check if gift Card offer is available)

· There will be one-time activation fees of $10/line and that would be included in your first month bill

· The gift card offer will be eligible post activation of the line and will be shipped to you. You can check the details of the Gift card from the following link after activation:
https://XFINITYrewardcenter.com/status
.
(to check if gift Card offer is available)

COMPLETING THE ORDER VERIFICATION PROCESS-
DOC ID- HOW13794
**************************FOR REVIEW*************************

You'll be asked to complete the process in one of these ways:

o Over the phone

o By SMS (text message) or email, asking you to upload a photo of your ID

Over the Phone:

· If our Order Verification team contacts you by phone, you can complete over-the-phone verification.
By SMS or Email: Upload Photo ID:
· If you're contacted via SMS (text message) or email, asking for photos of your ID, follow the link in the SMS or email to begin the verification process. You may also receive an email that will allow you to resend the SMS to the mobile phone number on file.

· To verify your identity, we'll have you submit images of the front and back of your valid state-issued ID (U.S. only) or U.S., Canadian or Mexican driver's license. We also accept U.S., Canadian and Mexican passport books. Do not submit images of any military ID cards or Common Access Cards (CAC).

· Please ensure the photos of your ID meet the following criteria


· The name on the ID matches the account holder’s name only, not the name of a Manager, authorized user or someone else.

· The photos were taken in a well-lit area, making sure they are legible.

· You'll take the images directly within the share site. The images you capture will only be used to verify your identity and the validity of your ID. Xfinity won't download these images, and our vendor will delete them from the system once we've finished processing your request

PORTING STEPS: BYOD-
DOC ID- HOW11903

· If you keep your current phone and number(BYOD), use the new Xfinity Mobile Nano SIM card that was mailed to you

· Then you need to login at xfinitymobile.com/activate on a mobile device or your desktop or laptop to begin. Then, log in or create an account and select the phone you’d like to activate. You'll be asked to “keep your existing number"

o Make sure you have a copy of your bill and your account PIN.

o If you don’t know your account PIN or number transfer PIN, you’ll need to contact your carrier for assistance.

· Lastly you need to press “
Activate
” to start the number transfer process Your phone should be ready in about 10 minutes. You’ll receive a confirmation email when the activation is complete.
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XM FAB :-

See what google says "Xfinity has multiple plans and bundles with download speeds ranging from 50 Mbps to 3 Gbps. This makes Xfinity faster than T-Mobile 5G , whose download speeds can reach 182 Mbps."

Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI).

You get unlimited nationwide talk and text and access to millions of Xfinity WiFi hotspots and No term contracts.

You get exclusive discounts just for you being a Xfinity customer and No line access fees or activation fees. Just a flat rate with standard taxes. You can Access to over 19 million hotspots at no additional cost unlike some other providers who charge for hotspots.

The More You Add,The More You Save and you get the best value when you add multiple lines of Unlimited, with prices lower than Verizon, AT&T, and T-Mobile on your first 3 lines.

You can Switch between Unlimited and By the Gig anytime on the Xfinity Mobile app so you only pay for what you need and create the best plan for everyone.

As I see you have Internet with us and you also qualify for our Xfinity Mobile cell phone service. What’s unique about this is it’s only $15.00 a month and it gives you unlimited talk/text and 1 gig of data. You also get to (potentially) keep your same cell phone and number you have right now. just out of curiosity how much do you pay for your cell phone services?”
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XM OBJECTION :-
It’s just too expensive.- Our service is known for saving customers a considerable sum annually vs their current providers. You can also bring your own phones which makes our service a better fit for you.

I’m happy with my current provider. - I certainly understand your loyalty based on the good service that they have provided to you. However, as I mentioned previously, you can obtain that same level of service with us for far less out of pocket each month.

I need to check with my spouse - I totally understand that. I tend to be the same way. However, if my husband came home and I could tell him we just saved X amount per month on our mobile bill, I think he’d be happy.
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Payment Arrangement :-
I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.

As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.

The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans

It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.

I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bill, and we want to provide flexible payment options for those who are eligible. You are eligible for installment plan so service will remain active.
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Billing :-
I would like to inform you that your payment is scheduled and scheduled date is after the suspension date of your services so it will keep on disconnecting, you need to make payment of atleast past due to avoid disconnection again and again.

I really wish if I could have setup further extension however as the previous extension not fulfilled, unfortunately system does not allow us to make any changes until the past due amount will be paid however as I do need to discuss your concern with my supervisor for you.

I discuss your concern with my supervisor and we really wish if we could have setup further extension however unfortunately we are unable to do so as the previous extension not fulfilled however I assure you that once the past due amount is paid, we will help you with the same. I hope you understand.

I know how you feel, I wish someone is there to help you out and if only I own this company you don't have to ask this for manytime. I will provide you the extension for you right away since I know how important your services especially in these times however as an representative we have limitations and restrictions when it comes on providing the extension. I hope you understand.

Our deepest sympathy for the loss of you love one. I know it is really hard to manage our finances specially during this time of situation and we understand that sometimes you need the extra time to pay your bill.

Even if I will restore the it will get disconnected as this is an automated process, however you can visit nearest store to get it permanently restored. If I will restore or as many times as we will restore on chat or call, reactivation fee will be applied .

Contact Numbers :-

1- ACTIVATION - (1-855-652-3446) - Hours of Operation Monday - Sunday, 7:00 AM - 1:00 AM ETD.

2- CENTRAL SALES - 1-877-424-2028 - Mon to Fri - 8 AM to 9 PM & Sat/Sunday - 8 AM to 6 PM.

3- SEASONAL HOLD - 1-888-633-4266

4- PREPAID - 1-855-757-7372

5- Internet essential - 1-855-846-8376 - 08:00 AM - 12:00 AM ET, seven days a week.

6- CSA - 1-888-565-4329 - Hours of Operation 6:00 AM - 2:00 AM ET/Seven days a week.

7- Weekly Passes - 1866-489-0919

8- Gift Card - 1-800-526-3268

9- Xm care - 1-888-936-4968

10- data usage - 1-877-807-6581

11- Movers- 1888-245-4000

12- Retention - 1866-470-6654

13 - ACP - 1855-254-8687

14 - UPS - 1800-PICK - UPS
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Call Back :-

I would have loved to call and help you, but I would like to inform you that as I am from chat repair team so I will help you on chat as well .
However you can share your query with me here on chat and I will try my best to resolve it.


Since you’re looking to have a word with Voice representative, you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services

I know it may have been quite struggle for you to reach us over the phone. I myself would love to talk to live representative to properly explain what's happening but if you can tell more about your concerns today, rest asured I would do my best to make it as efficient and seamless as possible for you.
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