Notes

-------------------------------------------------------opening------------------------------------------
Wonderful day, Thank you for contacting XFINITY support. My name is Drishyam your XFINITY repair Ambassador for today. I can see you're chatting in about your services. Who do I have the pleasure to assist with?

Hi, how are you?

Great, I am well. Thank you for asking.

May I know the issue you are getting with services so that I can check and help you with best.

Let's work together to get everything this fix.

Please do not worry I will get everything fix. I will take this issue as my own and try my level best to make everything perfect.

Its you who we need to say thank you.

We appreciate your business and value as a customer.

----------------------------------------------------appreciate-----------------------------------------------------------------------------
It was not possible without your assistance. Please, do not be thankful to me its me who need to thank for your kindness and understanding.

Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

Finally for all this huge inconvenience, now its look like you are happy. I hope I able to make you smile because I do not want to disappoint you and serve with my best to make your day awesome.

I will do my best to get this done for you. Be assured I will make your experience best with my customer services.

I can understand that you have been through a lot and I just want one thing form my customers their gratification which makes me happy as well.

Thank you so much, it really means a lot to me and motivates me to work with more dedication :)

You have been very kind and cooperative on the chat. Customer like you makes us strong.

That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.

I'm glad that I got a chance to have words with such a nice personality

I really appreciate your kindness and understanding and I'm glad I had the opportunity to resolve your issue.
Thank you:- Well, it was not possible without your a ssistance. Please, do not be thankful to me its me who need to thank for your kindness and understanding.

I must say it was a delightful experience for me to have a customer like you.

I had wonderful time chatting with you. It was my pleasure to as sisting you today.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.

As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being a Xfinity customer.

Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

_____________________________________________________APPART _______________________________________________________
Perfect! I will have it noted on your account. I appreciate your cooperation in troubleshooting with me. I just want to make sure everything is covered while you still have me, is there anything else I can help you with today.

Great, before we finish up, do you have any other concerns that I can assist you with? I want to ensure we have covered everything on this chat.

-------------------------------------------------------SURVEY SCRIPT---------------------------------------------------------------------

I hope you are happy with XFINITY and with my support?

Amazing this means a lot to me and invigorates me to work with more dedication and pursue my responsibilities wisely.

I appreciate if you share your valuable good feedback on my assistance and experience I have provided you today please click the "END CHAT" button located at the upper right of this chat session. Once the chat is over you will get the page where I would appreciate your feedback for the assistance and experience I have provided during this chat probably the best person I talked with today.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.

One important thing before we end the chat, I really enjoyed your presence as well and I would really appreciate you if you can share your today's chat experience with me on how I resolved your issue by by clicking the "END CHAT" button located at the upper right of this chat as it will motivate us to provide the excellent service in future as well. Thank you for choosing Xfinity and have a great day!
_______________________________________________________UID______________________________________________________________

primary users on their account can now reset the password of a secondary user without having to know his or her current password. They can do so by logging in to My Account, clicking the Users tab and selecting the Edit option next to the username for which they would like to change the pas sword.

HOW6396 UID CREATION

Just to confirm you want password reset for online account. Am I correct?

I will surely help you with your password reset concern for online account.

To pull up your account information, please provide your first and last name and complete service address along with zip code?
Perfect, May I know the username you are trying to access and reason for login so that I can assist with that as well.
Perfect. Thank you for the information.
Please follow the steps on the link : https://www.XFINITY.com/pas sword.

I am going to send a reset code and login link on your email-:
I am going to send a reset code and login link on your phone number-:
Please access the link. Once you are on the page, 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code( which send on your email or phone number) 4. Create new pas sword.

Please confirm me on chat once you are able to login.

-------------------------------------------------------------have no internet services or disconnected account---------------------------------
For account security, the reset process is restricted with your home network only. We can send the pas sword reset link only on the third party email address or phone number updated on the account however, I am unable to update the same because of no internet services and the user name is assoicated on disconnected account.

For pas sword reset for disconnected account we have special team.They will help cx to reset pas sword for disconnected accounts.

They are avaiable on call. Cutomer security team help line number is 1888-565-4329

In case email is not verified
We first need to update your preferred email or mobile number on the account and also you need to connect to your home network,only then we can share the reset code with you.

Okay. So what I can do here is I can update your preferred number from my end and send a link on the number to register it on your account the link will be valid for 24 hours and once you reach home you can access the link to register the phone number on your account.


Once you access the link your number will be registered on the account and then you need to access the link now https://customer.XFINITY.com/lite and you will get an option to get the reset code on your preferred phone number and the you can use the reset code to set new password for your account.

*************************************************PAS SOWRD UPDATE IN OUTLOOK**************************************
1. Click the File tab.

2. Click Account Settings, and then click Account Settings.

3. On the Data Files tab, click the Outlook Data File (.pst) for which you want to change the pas sword, and then click Settings.

4. Click Change Pas sword. You will not see this option if you've selected an Offline Outlook Data File (.ost) file. The extension of the file is listed in the Location column of the Data Files tab. There is no way to set a pas sword on an Offline Outlook Data File (.ost).

Note: The Change Pas sword button doesn’t appear if you are using an Offline Outlook Data File (.ost) file. Many email accounts, including Exchange, Office 365, and Outlook.com accounts use Offline Outlook Data Files (.ost).

5. In the Change Password dialog box, type the existing pas sword in the Old pas sword box. If there is no existing password, leave this box blank.

6. In the New pas sword and Verify password boxes, type the new pas sword. The password can be up to 15 characters and is case-sensitive.

7. Click OK to set the password.

Important: If you forget your pas sword, Microsoft can’t retrieve it. There is no pas sword recovery option.
Security Note: For a better way to restrict access to your data, use a pas sword-protected Windows user account for each person who uses the computer. For more information, see Windows Help and Support.
________________________________________CABLE ISSUE___________________________________________________________________________
Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

Could you please check the connections between the wall plate and cable box . As the coaxial wire should be connected at 'cable in' port on the back of the cable box .

It should be finger tight both at wall plate and back of the cable box .
May I know if you are using 'Splitter ' between box and wall plate .
Please check the connections at splitter end also .
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable . Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are finger tight. So as we can proceed further with our trouble shooting steps.

We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.

2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.

--TECH BOOK---------

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also avoid same issue in future.

May I have the preferred contact number before the technician visit?

Our technician will call you 15 minutes before coming so please answer the call to avoid cancellation.

"Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.

3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.

Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-12:00 PM PST with ticket ID no. CR681526098.



Please follow the steps ..(XR11)

For remotes with a Setup button:
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.

For remotes without a Setup button (XR15 version of the X1 Voice Remote)

Press and hold the A (triangle) and D (diamond) buttons 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.


**********************LANGUAGE ISSUE FROM SPANISH TO ENGLISH FOR XR2 (NON-VOICE REMOTE)

(Descriptive video )
Please follow these steps to get back to the English language:

1. Please press Xfinity button twice.
2. Then, go to set up.
3. After that go to audio set up.
4. In audio set up, you will get default audio track option.
5. Please use the arrow key (Left and right arrow keys that are aside to OK button) to change it to English and press OK.


IF Nothing happens when press these arrow keys. (THEN ASK)

May I know If the Descriptive video service option Under it is ON?

(IF it is ON then) Please turn it OFF first and then change language.

Paul, sometimes due to channel audio issue, it turned to the other language. As you have setup the English as your default language. You will not face this issue again.

For LANGUAGE CHANGE : http://kb.cable.comcast.com/simulators/s25sim/AudioSetup02.htm

____________________________________________________PARAMOUNT +-------------------------------------------------------

Sign Up for Paramount+
Press the Xfinity button on your remote.
Select Apps.
Select the Paramount+ tile.
Note: You can also say “Paramount+” into your Voice Remote to open the app on Flex.
When you enter the app, you’ll need to select Try It Free.
You’ll be given an activation code which you must enter at paramountplus.com/xfinity. You can use a desktop or mobile device to complete the sign up process. Once finished, you can begin enjoying Paramount+ on Flex or X1!



***********************************************delete recordings****************************************
Please press press xfinity button your remote.()

Select Saved from the Main Menu.
Main Menu displays across lower screen with prompt to select Saved

Choose Recordings to display a list of recordings.
Saved Menu displays across the upper screen with prompt to select Recordings.

Select the program to be deleted and press OK.
Your list of saved recordings display.

Select Delete and press OK.
Option to delete your selected recording is highlighted at lower left of screen.

Highlight Delete Now, and press OK to delete the recording.
Delete Recording window displays with

Note: You can also use the D button on your remote to delete a single program or a folder of programs.
If the deletion was successful, a confirmation message that reads, "We got it!" will be displayed.

--------------------------------
Reset on demand Reset Pin:

Press the Menu button on the remote.
Select the Main Menu option.
From the Main Menu, select Setup and then select Parental Controls.
In the next screen, highlight and select PINs Setup. Here you can:
Create a four-digit Locks PIN to lock programs by rating, channels or title
Create a four-digit Purchase PIN to prevent an unwanted purchase of pay XFINITY On Demand or Pay Per View programs.
Set an option to lock all programs after a power loss, until ratings and title are restore.

------------------------------

To set up a Purchase PIN
Press the Menu button twice on your Comcast remote control.
Select Parental Control from the Main Menu.
If this is the first time you are accessing Parental Controls, you will be asked to create a Locks PIN. If you already have a Locks PIN, you will be asked to enter it.

Highlight and select PINs Setup from the Parental Control menu.
Follow the on-screen instructions to enter a new Purchase PIN.



--------------------------important doc--------------------
ASPECT RATIO TROUBLESHOOT MOVE ADD COMING ON BROADER HOW5008

How to hook up modem video https://www.xfinity.com/support/articles/self-install-xfinity-internet
How7987

HOW7019 to check only that channel which are in package

https://www.xfinity.com/stream/listings CHECK ON AIR PROGRAM

xfinity.com/myxFi
https://www.xfinity.com/support/articles/xfinity-xfi-overview

remove search history from remote press D

https://speedtest.xfinity.com/
sTEAM APP how8000

HOW10521 steam app

HOW3730 10.00 PARENTAL CONTOLE

HOW12233 NAME CAHNGE

In case of outlook configuration >......>>>>>...HOW4168
Enable or Disable the Xfinity Wi-Fi Home Hotspot Feature in My Account HOW9107

Go to https://customer.xfinity.com/#/settings/security/hotspot. login with user name and pas sword from here you can turn off and on the hotspot. Confirm your selection.
-----------------------------XFINITY VOICE TO FAX----------------------------------

How to convert an Xfinity phone line into fax line?
Please follow these steps and let me know if its working Plug a phone cord into your XFINITY Internet/Voice modem. Connect the other end of the cord to the telephone port labeled "IN" or "LINE IN" on your fax machine. You can now send faxes using XFINITY Voice and your fax machine.


-----Here's how to request your security PIN: Log into your Xfinity Mobile account online and go to "Devices." Select a phone number you want to transfer to a new carrier. Scroll down the page and select "Transfer your number, cancel this line" for details on obtaining your secure PIN by text.

****************************************Phone ********************
To add the number for 911 please go to below link

http://www.comcast.com/eloa/English/e911_agreement.

Phone number to be added: 717 775 1926
X............

Please submit the other detail and provide me confirmation number starting with 31*******

Moreover, you will get unlimited calling across 7 countries which include US, Canada, Singapore, Hong Kong, China, India and South Korea.


You can even use the phone features on your smart phone. You need to download the "Xfinity Connect App" for that. You can download the app from the link : http://tvgo.xfinity.com/apps


No need to worry about the home phone.The usage is pretty simple. Download the simple application "Xfinity Connect App" on your cell phone or tablet and enjoy features anywhere you go. The application can be downloaded from https://xfinity.com/apps

We provide Interactive functionality: Caller ID on TV and Caller ID on PC, Text Messaging, XFINITY Connect Webmail, Online billing, Voice 2go.


Please give me opportunity to explain what feature we are offering.


You need to activate the services by plugging the phone to the TEL1 or TEL2 port of the current internet modem you are using.

-------------------------------------------------Help line number---------------------------------------------------------------------------------
Rententation 1800 934 6489

wifi pa ss 1-866-366-5756

csa 1-888-565-4329
Data usage 1-877-807-6581
Xfinity mobile 1-888-936-4968


prepaid 1-855-757-7372

internet essentials 1-855-846-8376


BBA 1800 391 3000

-------------------------------------------------------------------------INTERNET SCRIPTS-------------------------------------------------------------------------------------------------------
I really apologize for all the trouble caused to you. Please do not worry I will go ahead and check everything. I will as sure you I will get everything fix.

Let's work together to get everything fix.

I am running checks on the modem. Before that I need few details.

Are you getting issue with both wire and wireless connection?

Are you using additional router with modem? (router is additional unit connected with modem to extend Wi-Fi signals or some time to get Wi-Fi)

I want to make sure I am working on right device. Is it possible for you to help me with CMACaddress of the modem written at the back of the modem or at bottom of modem in white color sticker.


Please share the online light status of the modem.

if xb3 May I know the third light status of the modem?
if xb6 May I know the top light status on the modem?

Now, I am going to perform a diagnostic check on your services equipment. This 'Health Check' will verify the current status of the equipment and the services. It should only take 1-2 minutes for the results.

I will be resetting the modem to refresh the connection. This will ensure that the data is sync in to our server.

I have done a device connectivity and signals check at my end and the good news is that the signal strength and device status is absolutely fine, Lets work further to resolve your issue right away.

While going through required checks I found that modem boot file is not updated I need to go ahead and provision the modem. This process will take 3 to 4 minutes.

While going through this process we might get disconnected. However please do not press back button once the proces complete we will connected back on same chat.



------------------------MEAN WHILE YOU CAN SHARE SELF HELP AND BAXA-_-----

like hotspot or stream app if cx have cable.

Thank you modem is successfully provisioned. From my end modem is showing online.I would request you to please check is everything work perfectly now.


---------------if customer still get issue------------------------------------

We need to power cycle the modem. I will share the steps please follow these steps.

Please unplug the modem and then re plug in after 50 sec and once the lights get stable please check the performance.


-----------------if the issue still persist book a tech -------------------

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also avoid same issue in future.

May I have the preferred contact number before the technician visit?

Our technician will call you 15 minutes before coming so please answer the call to avoid cancellation.

"Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.

3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.

Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-12:00 PM PST with ticket ID no. CR681526098.


---------------------------------------HARD reset the modem------------------------

We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 55 seconds. You should see the lights on the device turn off and start

Please note down, your WIFI default pas sword (SSID) & WIFI pas sword (WIFI Key) is written on the back side of modem on a white color sticker near the barcode which is required for a new login after hard reset.

--------------------------Router page login-------------------

#### COMCAST RENTED MODEM ####
how1245
http://mydeviceinfo.g.comcast.net/
1) Open http://10.0.0.1 using a web browser
2) Log in using these.
username: admin
pas sword: pas sword
3) Select Gateway ---> At A Glance --> Connections at the left side then WiFi from the drop down
4) Click Edit
5) Enter your desired pas sword inside the Network Pas sword box
6) Click Save Settings


#### MOTOROLA MODEM ####


1) Open [http:/192.168.0.1]http:/192.168.0.1 using a web browser
2) Log in using these.
username: admin
pas sword: Motorola
3) Click Wireless
4) Click Edit
5) Enter your desired pas sword inside the Network Pas sword box
6) Click Save Settings


#######net gear modem############

To open the Optus NETGEAR Gateway, launch a web browser and type 192.168.0.1 into the browser address field.

Username = Admin
pas sword = Pas sword
3) Click Wireless
4) Click Edit
5) Enter your desired pas sword inside the Network Pas sword box
6) Click Save Settings