Notes

***************************old device**********************
Just to heads up, it is normal for an electronic device like a modem to wear out after 2 years since it's continuously used and accumulated static. The functionality is at peak within 1-2 years and decline after that.
*********************************self help***********************
While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app for your mobile device




For future reference you can also perform Trouble shooting on My account application I am going to check the account details and do the troubleshooting and see if that resolves our issue, if that doesn't resolves our issue then I will be scheduling a technician visit for you. this process will take 5-6 minutes to complete.

********************************************cancellation************************
As we are from the troubleshooting team so we have limited access to cancel the xfinity services. However we have dedicated cancellation team available for this and they will cancel xfinity services. I would request you to please call to our cancellation team at 1-866-470-6654. They are available Monday to Friday 8:00 AM - 10:00 PM ET, Satuday 8:00 AM - 9:00 PM ET, Sunday - Closed



*******************************************XFI pods**********************************
1. Once you add xFi complete on the account, after the initial 14-day asessment 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.

2. 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."



************************payment********************
I apologize for the miscommunication however there are no notes updated on the account for the same and I have also verified your eligibility for payment arrangement, service restoration will only be possible after the payment of past due amount.
https://xfinityxchange2.performnet.com/

**************************** Help Line numbers******************************
Helpline number 1800-934-6489
Customer Security Asurance Team:1888-565-4329
Copyright Escalation Team: 1888-842-2112
Data Usage: 1877-807-6581
Visa Card: 1877-435-6683
Prepaid account: 1855-757-7372
Internet Essentials: 1855-846-8376
Mobile department: 1888-936-4968
Order confirmation: 1855-423-9888
Norton Security: 1877-272-7149
SIK Activation Line: 1855-652-3446
Prepaid Internet: 1855-757-7372
Wifi pas on demand: 1866-489-0919
Seasonal hold: 1888-633-4266
Wifi pas- 1866-366-5756
UPS pick- 1800-823-7459
Movers- 1888-245-4000
Gift card Status/ enquiry- 1800-526-3268
Xfinity xFi pods team 1-877-392-1494
********************************************************************************************************************************

I have sent the approval on .....Please check and go through the order. Once you get satisfied with the order please click on " I Agree" to approve.

You can reach the center between the hours of 8:00 AM and 11:00 PM ET, seven days a week, by:
Calling 855-270-0379 and saying “Accessibility” or describing the issue
Using our accessible chat service
Emailing [email protected]
Texting “Accessibility” to 266278


How6228- chargeable tech visit
how11647 DMZ,
How11657- port forwarding
How10645- admin wifi password reset
how8381--language change of content


**************************Assurance***************
Now please leave it on me, you have reached out to right person. I will completely take care of this issue get yourself relaxed now.
I definitely appreciate your efforts of trying to fix the issue prior coming on chat. Now as you have reached out to me so I will completely take care of this issue get yourself relaxed now.
Thank you for taking this to your attention that your internet is not working I am really sorry for the issue you have faced due to not working of internet. I am also an Internet user so I understand how important it is for internet to work.

I hope you are having a good day. I know how important it is to have service working. Especially in times like these when so many work from home or do schooling at home.

I also would not like to miss my show either, I understand how frustrating it can be when we are paying for the cable services and not able to use them. I will take care of this issue now be assured for this.

Oh, that would have been challenging especially when your work completely relies on internet. I am here to help. Let's figure out what's wrong with the internet service.
I really regret that the internet is cutting out. It’s definitely not what we would like our customers to experience! Let me check why that’s happening.

********************analyzer*********
I would recommend you to download Wi-Fi analyzer from the play store. This app will automatically scan the networks in the vicinity and suggest a channel for best speed. Once Identified then we can configure the same in router
I would request you to please download ‘Netgear Wi-Fi analyzer’ from play store on an android device. It would help us in understanding the network around your house.


****cable box**
May I please know the serial number of the cable box with which you have the issue?
May I please know the model of remote, it will be located on the back panel of your remote inside the battery slot.




It seems that remote is faulty as it is not able to pair with cable box. In that case if you want I can ship the new remote to you or you can visit nearest Xfinity store to get new remote. Replacement will be free however you will be charged $5.95 for new remote shipment.
****************MODEM************
Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you.

Just to heads up, it is normal for an electronic device like a modem to wear out after 2 years since it's continuously used and accumulated static. The functionality is at peak within 1-2 years and decline after that.

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 15 seconds. You should see the lights on the device turn off and start



If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page
***********Payment Arrangement**
You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record.
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.
**************outage*****
For now I am going to update your number and once the outage will be fixed we will inform you through text message. Please let me know any of your suitable contact number to mention?
For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored.
*****************Verification************
To get going I need to verify you >>>> for the security of your account. Please let me know if you have the access of contact number ends with ....?
Perfect, please let me know a six digit code sent on contact number ends with .....?
To get going I need to verify you >>>> for the security of your account. Please let me know the last four digit of your SSN to verify?
To get going I need to verify you >>>> for the security of your account. Please let me know the last four digit of your stored payment method?

**************Mobile sale************
As you are our valued customer . I can see that your account pre qualifies for Xfinity mobile also you are able to add two or more line and. Would you mind me sharing the offers?
You will get $50 visa prepaid card on BYOD and $50 visa prepaid card on trade in + new purchase also $400 on Samsung mobile, how does the offer sounds to you?

Just to let you know, as an Xfinity Internet customer, you’re eligible for EXCLUSIVE Xfinity Mobile pricing with no activation or line access fees!
I’m so glad we were able to help you resolve your issues today, I’d like to see if we can save you some money on your mobile phone bill. How many lines do you currently have with your provider and about how much are you paying each month?

*********************rewards********************
I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you. I would like tell you about our Xfinity Rewards program which is specially for old customer. Xfinity Rewards is a new program just for Xfinity customers – our way of saying thank you for being with us. If you want I can share the link for joining this.