Notes

OPENNING:-
Thankyou for contacting Xfinity chat support. My Name is . Who do I have the pleasure of assisting today?

How may I assist you today?

I really apologies for the inconvenience, Let me look into your account. I will take care of this for you now. I will provide you the best possible resolution

CLOSED STRATEGY :-
1 Today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?

2 Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.

TOGGLE :-
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

MOBILE SALE PITCH :-

As I checked you prequalify for the Xfinity mobile services, with America’s largest and most reliable LTE network combined with the access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it. You get unlimited nationwide talk and text with No term contracts. Shall I share the details with you ?

FLEX :-
In the mean time I was going through your account and just saw that you are eligible for XFINITY FLEX STREAMING TV BOX RENTAL at no charge. You can get the box and stream online ​Xfinity Flex. A voice-controlled 4K streaming device that puts all your favorite streaming apps in one place on your TV. What makes it even better? It’s included with Xfinity Internet for no additional cost.

PASSWORD RESET :-
https://idm.xfinity.com/myaccount/reset?execution=e1s1

BROADCASTING FEES :-
The Broadcast TV Fee is an itemized charge based on our costs of providing the local broadcast stations that we carry on our cable systems in each area. These costs include fees that broadcast stations charge us to carry them on our cable systems, fees that are among the fastest growing components of our programming costs.

SET CLEAR EXPECTATION:-
I’m looking in our appointment systems to find a date and time that fits your schedule, it may take me a few moments

Before our technician arrives, please remember someone 18 or over must be home, ensure all pets are secured, and that we can have access to the equipment

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.

The charge would be applicable if your owned needs to be replaced or Internal wiring issue. Technician will inform about the charges if applicable.

For Comcast rented modems the charge would be applicable if there is Internal wiring issue or recreation of outlets is required. Technician will inform about the charges if applicable

I want to make sure this connection issue gets fixed as quickly as possible, so I am going to transfer you to advanced technical support. They have the specialized tools needed to reach resolution.

DISCOVER NEEDS :-
How long have you been getting this issue and were there any troubleshooting steps performed earlier?

Please confirm the error code on the TV screen, if any.

On how many devices you are experiencing this issue?

Please help me with affected cable box serial number. The serial number starts with SN and is written at the back or bottom of the box.

TV and cable box should be on and please confirm if there is a light on the set-top box.

Next, we need to check if cables between TV and the set top box are connected properly

PHONE NUMBER

Collection team 1866-470-6654
gift card 1800-526-3268
wifi pass 1866-489-0919
SIK activation 1855-652-3446 (11am - 10 pm) // 18556523446
prepaid 1-855757-7372
Home security 18882235723
UPS store 18889364968
Xfinity mobile 18889364968
internet essentials 18558468376
Seasonal hold 18886334266
Activation 18556523446
retention 18664706654
Movers 18884853514
CSA 18885654329
CSA / data usage 18778076581
pods team 18555517534
Bulk 18003913000
Accessibility 8553089989




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Approved Modems : https://mydeviceinfo.xfinity.com
Movers : https://www.xfinity.com/learn/moving
Mobile Activate : https://www.xfinity.com/hub/mobile/how-to-activate-your-xfinity-mobile-phone
Password reset : https://idm.xfinity.com/myaccount/reset?execution=e1s1
Robo Calls : https://www.xfinity.com/mobile/support/article/how-to-block-robocalls
New Sale : https://www.xfinity.com/learn/offers

PAYMENT ARRANGEMENT:-
I will check that and if the making payment arrangement is gonna help anyway I will be happy to help you out with that. However if you will not be eligible for payment arrangement then you will need to pay the due amount for the service restoration.
As I can see there is a past due balance of --in the account which you need to pay for the services to get them restored.
I reviewed the account status and regret to inform that services are interrupted due to past due balance on the account. I checked for the payment extension option as well but unfortunately that is not available for you at the moment, request you to please pay the past due balance for $__ in order for me to go ahead and restore the services on the account.

I can understand that it is difficult for you to manage the account right now and pay the bill. I really wish to help you out however there are certain policies we need to abide by and as per that without the past due balance, service restoration would not be possible at this address. I would request you to please make the payment for the past due amount so that we can help you restore the services.

I know that you are on 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 won't hesitate to do so.