Notes

OPENING:

-Hi, thank you for contacting Xfinity Support. My name is
-Nice to have you on chat, how are you doing today?
-I really want to help you however it seems that you are not connected over this chat and system may complete this chat at any moment now.
-Thank You for staying connected, I understand Importance of your precious time.
-Well, I understand Importance of Internet especially in prevailing circumstances, we all are working from Home, be assured, I'm doing my best and help you with the appropriate resolution.
-(TOG)Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
-I'll run a system check to verify the status of your account and equipment, it should only take a minute, and don't press the back button and also avoid using the other applications for us to stay connected with out any interruption.
-Let me perform trouble shooting steps in order to fix the issue and if the issue will remain same I'll schedule the technician visit for you
-Please confirm your first and last name along with complete service address with zip code to check that I am working on right account.
-Please share the last four digits of Stored payment method (credit or debit card) which is updated on your account, All this verification is just to keep your account safe from any fraudulent activity.
I wish I can Call you, However, as we're from chat department, so we' don't have rights to do call I hope you understand my limitation and part over this chat, I can also help you on chat as well, please give me the opportunity to help you on chat.
I want to thank you personally for being a part of Xfinity family. We value your business and appreciate you choosing us as your service provider.
I appreciate your given me the opportunity to help you, I hope you're happy with my support today?
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Clsoing

I hope you're happy with my support today which i've provided you on chat?

I appreciate if you share your valuable feedback on my assitance and experience, I've provided you, please click on END CHAT button located at the upper right of this chat session. Thank you for choosing Xfinity and Have a great day.

If you like my support today you can share your kind words for me in the feedback form you'll receive once you'll click on END CHAT option to close this Chat, Thank you for choosing Xfinity and Have a great day.

Once the chat is over you'll get the page where I'd appreciate your feedback for the assistance and experience I've provided during this chat properly the best person, I talked with today, Thank you for choosing Xfinity and Have a great day.

You have been the most pleasant and cooperating customer, Thank you, for being such a kind and polite customer.
-I appreciate your kindness, and thank you for giving me this opportunity to help you.
-Before we wrap up, do you've any pending issue or any feedback that you'd like to raise about your Xfinity experience, so we can address it now. We just wants to make sure, that we cover everything for you here : )
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INTERNET
-Please share online light status of the modem, is it on/off or flashing?
-Alright, are you getting issue on Wired connection (Laptop or Desktop with Ethernet cable) or having issue with wireless network (Mobile, Ipad or smart device) ?
-Okay, how long have you been getting this issue and were there any troubleshooting steps performed earlier?
-Got it, have you changed the modem location recently?
-Could you please confirm, since how long you're using this modem for connectivity, I mean from one year or more than that?
-Gotcha, I appreciates, you answering my all questions patiently so I would be able to find out the root cause of the issue and fix it for you.
-Now, We need to do power cycle steps.
-I would really appreciates if you help me to unplug the modem from the power source to turn it off for 30 seconds and Plug back the modem to the power source to turn it on and wait for all lights to sync.
-Please let me know once you done, I am here on stand by for you.
-Thank you for your efforts, I appreciate it
-Now, let me sync your Modem directly with server to get the signal, it'll take 2-3 minutes, stay connected.
-If we are connected on same network, we will be disconnected for a while, However please do not close the chat window we will reconnected again, once the modem is refreshed.
-Thank you so much for your time and patience, System has been successfully refreshed your modem and I would request you to please check and observe the connectivity and let me know if any changes taken place.
I'm sorry for that, Let me consult with my Advance team, allow me 1-2 minutes.
Thanks for your patience , As I consulted with my advance team, we need to schedule a technician visit in order to check the root cause of this issue and fix it for you so that you will not get any issue.
We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?
Please be assured that this is free unless there is something that needs to be fixed inside the house.
Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.
I can do one thing for you, I can add your name in waiting list so if any customer have cancel the appointment you can get the call from technician, is it fine for you?
I'd like to inform you that, it seems, in your house, wall outlet is not active and in order to activate it, we needs a Professional technician visit to install the wires from outside poll to your home, so that modem will get connectivity and you can use the Internet with out any interruption.
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CABLE
-Please share light status of the cable box, is it on/off or flashing?
-Okay, how long have you been getting this issue and were there any troubleshooting steps performed earlier?
-Alright, are you getting any error code or message along with?
Are you getting issue on single box or all?
-Now, we need to do power cycle steps as system is prompting me to do that.
-I would really appreciates if you help me to unplug the modem from the power source to turn it off for 30 seconds and Plug back the modem to the power source to turn it on and wait for all lights to sync.
-Please let me know once you done, I am here on stand by for you.
-Now, let me sync your cable box directly with server to get the signal, it'll take 2-3 minutes, please stay connected.
-Thank you so much for your time and patience, System has been successfully refreshed your cable box and I would request you to please check and observe the connectivity and let me know if any changes taken place.
I'm sorry for that, Let me consult with my Advance team, allow me 1-2 minutes.
Thanks for your patience , As I consulted with my advance team, we need to schedule a technician visit in order to check the root cause of this issue and fix it for you so that you will not get any issue.
We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?
Please be assured that this is free unless there is something that needs to be fixed inside the house.
Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.
I can do one thing for you, I can add your name in waiting list so if any customer have cancel the appointment you can get the call from technician, is it fine for you?
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Remote control :
May I know the model of the remote you are using, it is written at the back of the remote. Is it Xr11, Xr15 Xr2 or Xr5?
You can also check it using this link: https://www.xfinity.com/support/remotes/
XR11/xr2/xr5-------
1. Press the setup but ton until the led top of the remote red to green.
2. Press 9 8 7.
3. Led bring green twice to indicate that remote is paired with your set-top box.

For remotes without a Setup but ton (XR15 version of the X1 Voice Remote):
Press and hold the A (triangle) and D (diamond) but tons on the remote for three seconds until the status LED changes from red to green.
Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.
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Outage

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this.

The estimated time of resolution is fixed with in 1-2 hours and let me also escalate this issue and create ticket for you. I can also set your account to receive notifications through your mobile once the outage has been resolved. Please share your preferred contact number.
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Helpline
Temporary Hotspot == 1-866-489-0919 toll free
Prepaid internet --1-855-757-7372 toll free
Movers--1877-685-6683 toll free
Comcast Helpline Number :-1800-934-6489 toll free
CSA:-1-888-565-4329 Available from 6 am to 2 am. toll free
Seasonal hold:- 1-888-633-4266 toll free
Xfinity Internet essentials :- 1-855-846-8376 toll free
Xfinity Mobile:- 1-888-936-4968 toll free
UPS store helpline number:- 1-800-823-7459 toll free
Xfinity Home Security helpline number: 1-888-223-5723 toll free
SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM ) toll free
Wifi passes Helpline Number is:-1-866-489-0919 toll free
Activation department--1-855-652-3446 toll free
Xfinity reward-1800-526-3268 toll free
Data usage - 1877-807-6581 toll free
Household block Removal : 1800-446-7037 toll free
Link
Payment arrangment- Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment. Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.


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Customer Appreciation
You have been very patient and amazing with me today, probably the best customer I had today.
My pleasure to assist a nice customer like you, thank you for being such a kind and cooperative customer
You are very helpful during this entire, I truly appreciate your cooperation and efforts.
As you are valuable customer, so I will leave no any stone unturned for you and will go to maximum extent I can, to help you.
Its mine pleasure to assist you, I hope that you are happy with the support I provided you on the chat today.
I want to thank you personally for being a part of Xfinity family. We value your business and appreciate you choosing us as your service provider.
We value your business and appreciate you choosing us as your service provider.
Thank you so much for being kind and understandable customer.It is my pleasure assisting a valued customer like you.
Thank you, and I really appreciate that you made us easy to troubleshoot the issue, by performing the troubleshooting steps from your end and sharing the correct information.

We appreciate your feedback and It's always a pleasure assisting a valued customer like you.
Great that issue is resolved. Just wanted to know how is your overall experience with Xfinity been?
Thank you for choosing Xfinity and have a great day.
I really appreciate your time and support as well. You have been very wonderful Customer
Thank you so much for your patience and cooperation all throughout our chat session.
I really appreciate your efforts in trying to resolve this before coming on chat with us.