Notes

OPENING
A Wonderful day! Thank you so much choosing Xfinity! This is Saroj, your Xfinity Ambassador for today. It will be great pleasure to assist you today. May I have your first and last name of Awesome customer😀 Kindly tell me more about your concern, and let's start working on it.

I appreciate you bringing this to our attention. I will be more than happy to check that for you😀 Please confirm the first and last name.

Hi ***, I hope you are doing well today?
Great, I am also doing well, thanks for asking. I am doing great as I have just started my shift, Feeling pretty energetic❤️
How may I assist you today?
I highly appreciate your efforts prior this chat. Let me take care of this for you : )
TOG :
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

ACKNOWLEDGEMENT AND APOLOGY :

I do understand your concern about the issue you are experiencing with your ***

I am sorry for this. I definitely will make sure that it gets addressed immediately.

I apologize for the inconvenience. Let me help you right away with your issue.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.

I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet/Cable/Home phone service.

ASSURANCE :

I completely understand you. I will make sure that this will be the last time that you'll chat about this issue.
I know how it feels when things are not working the way it should be however please be assured as I will give my best efforts to get it fixed for you at the earliest on priority.

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.
No worries, I'm here to help you and be rest assured as I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

ADDITIONAL INFORMATION :

Just to confirm if I am working on the right account, Is this " ** Customer Address in Einstein** your service address?
Could you please help me with your First and Last name along with Zip code?
In order to fetch your account please help me with your registered contact number or email address with Xfinity.

In order to verify your account please help me with last 4 digits of your SSN/Stored payment method.

APPRICIATION :

Thank you for providing the information.
Thank you for providing the details.
I highly appreciate your efforts over the chat.
I highly appreciate your time and patience over the chat.

Troubleshooting

Let me troubleshoot your device and if required I will set up a technician visit for you.
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
Are you using additional router with the 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.
If possible could you please make a wired connection with your internet modem and run a speed check on http://speedtest.xfinity.net and let me know the internet speed you are getting right modem?

BAXA

1. Hotspot:-
Meanwhile I would also like to inform you that during the service interruption, as an alternative you can also access Xfinity Hotspot.
All you have to check the hotspot location map online at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or the Goggle Play store.

After downloading the Xfinity hotspot app or visiting the link you need to click on the 'Find a hotspot" tab and enter address, city, state or ZIP code to find a nearby hotspot.
There will be no charges for you to use it and it is free of cost with Xfinity internet service. All you have to do is to connect using your XFINITY user name and password.

MY ACCOUNT APP: Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online, see your appointments you can also cancel them using this app - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

XFI APP: One of our customer's favorite features is XFI app where you can set up your home Wi-Fi and be online in minutes, find your Wi-Fi password, see who's online, troubleshoot issues and even pause home Wi-Fi network access during dinner time. You can also give nick names to your Wi-Fi.

HOTSPOT APP: 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.

XFINITY STREM APP: Meanwhile I would like you to know that you as you have our cable services, you can always use Xfinity Stream app, which turns your smartphone into a Live TV. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?

2. STREAMING APPLICATION :

Meanwhile as an alternate you can also use Xfinity Stream application.
With Xfinity stream you can take your entertainment with you, anywhere and everywhere you go and Enjoy top networks and live sports on the go, and get your entire channel lineup on any screen at home.
You can download the Xfinity Stream app for free from the Apple App Store or Google Play and all you require is Xfinity ID to login.

UID
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 password. Please follow the steps on the link : https://www.XFINITY.com/password

I want to inform you that we need to update a password recovery option on the account and it should be connected to the In Home Wi-Fi so that you can verify the link and get the reset code. May I have the phone number and email address on which I can send you the verification link to get the password reset code?

I'd be happy to help you reset your account password. Let's work together to get your account working.

INTERNET ISSUE
On a personal level I can totally understand what you are going through, I know the value of good working internet however you have reached the right person, let me check what's going on

We need to configure the Wi-Fi settings of the modem and we need to set up a new Wi-Fi name and password, may I have your desired Wi-Fi name and password which I can update for you please:)

On a personal level I can totally understand what you are going through, I know the value of good working internet however you have reached the right person, let me check what's going on

I am working on rectifying the signal congestions. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update. This process will take only 2-3 minutes.

1. Firstly, Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem
3. Now, Wait for 50 seconds.
4. After, Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.
6. Once the modem is fully sync, check for internet connection.

CABLE ISSUE
As a TV lover I can feel the same as you are feeling now. I know how it feels to miss your favorite show. However you have reached the right place, I will do the best of my knowledge to fix this for you.

I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

Thank you. Most of the time the issue is caused by loose cable connections to your cable box. Can you make sure cables are securely connected?


TECHNICIAL VISIT
Please notes these points before we book the tech
1.If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.
2.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. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100
3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem
4.Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment
You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our end and it seems that this is a physical wiring issue or some kind of signals issue.

We now need to dispatch a technician to trace the cause of this . Rest be assured that we will be sending our well trained tech to resolve your concern.

The tech visit will be free of cost to you and If tech would find any issues with the modem he'll exchange it with a new one without any charges.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

Please share your preferred contact number for the technician visit.

We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment has anyone in the home tested positive for the virus?

Great! We can go ahead.

What is your preferred date and time for the technician visit?

The soonest slot is available for " *** ", Shall I schedule it for you?
** Customer Name** , Right now the soonest slot is available for " *** " however please be assured as I will enable "Wait-List" for your appointment so that once we will get a sooner slot we will inform you about that via Text and you can reschdule your appointment on that slot via your Xfinity account or at http://my.Xfinity.com/

I would like to inform you that I have successfully scheduled the appointment for you, Here is the ticket number " AAA " for your reference.

I would also like to inform you that if you wish to change or cancel the service appointment, you can simply go to http://my.Xfinity.com/ and click the 'My Account' header near the top of the page to make the changes. There will be no need to call or chat back to reschedule or cancel the tech visit.

BILLING
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.

I wish, I could restore them for you and if I had it in my hands I wouldn't hesitate a minute to restore your services. Unfortunately this is an automated system which verified the payment and arrangement dates then automatically restores the services

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
As I can see currently you have the past due of $ 63.78 on the account and I want to inform you that the account is currently not eligible for the payment arrangement that's why the services got disconnected.

,In order to make the account eligible for the payment arrangement the amount of $63.78 should be made today so that the system can restore the services

Also I wish I could connect you to anyone who have this authority to restore the services but this is done by the system. I hope you will understand:)

ISSUE RESOLVED :
Issue resolved

Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )

I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.

It has been my pleasure to assist a valuable customer like you today : )

It's you who we need to thank, Thanks for being wonderful part of Xfinity : )

SALE :
I have a great news for you which can bring smile on your face:) shall I share the details with you?

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home wifi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

Flex: Meanwhile, as you are a valuable customer I am giving you free access to our streaming services with Peacock premium subscription at no charge , you will also get a 4k streaming box with it with no additional cost, It will be free as long as you have xfinity internet. how does it sounds to you?
1. Flex:-

I would like to inform you that you being a valuable customer of Xfinity eligible to get Xfinity 4K streaming box for free : )
With Xfinity Flex you will be Getting 15,000+ hours of hit movies, current shows, timeless films, and timely updates with free subscription of Peacock Premium for lifetime.
Everything is included for free of cost for a period of lifetime : )

2. XFi :-
I wanted to inform you that having the Unlimited Data during this time is quite reasonable for my opinion since most of our family member is at home and gradually use the Internet.

While working on your account I have seen that you are eligible to add XFi complete in your package for just additional $11.

With this add on the data restrictions will get removed from your internet plan and It will protect you from being charged for Over Data Usage fee.

Also you will get XFi advanced security enabled on your model and you can get free XFi pods to increase the Wi-Fi coverage and better connectivity in your home for free of cost.

Your current data usage is high speed data usage is restricted to 1229GB.

XFINITY MOBILE:

**Customer Name** , 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 1 Gig at just $15 per month and Unlimited data line from $45 or less.
Also adding a line can help you to save a lot on your internet bill along with the mobile service.

Before Approval

Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the details. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?
You would have received a consent on this " " email address / Contact number. In order to approve the order you just have to click on "I Agree" and then press the "Submit" button and the order will get approved.
The link for the approval is valid for next 3-4 minutes, Let me know once you are done with the approval.

After approval

Thank you for your approval : )
Your order has been placed successfully, Here is the order number " AAAAA " for your reference and Please do expect an email notification within few hours for the order details.
Additional Assistance

You have been very patient and amazing with me today. Probably the best customer I had today : ) Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
On a personal level I appreciate your patience and warmth approach through out our chat. Before we finish, is there anything else that I can assist you with?

It was really nice chatting and working with you. Is there anything else I can assist you with?

Thank you so much for your time & patience throughout the chat. Is there anything else I can assist you with?

Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?

CLOSING
I hope that you are happy with my support Today and all the issues are addressed. 😀?

Great, I appreciate your valuable 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 the day. You can click on END CHAT option to close the chat properly.

It was a delightful experience for me to assist you on the chat. We appreciate your business and loyalty as a customer. Please share your feedback by clicking on “end chat” button😀
Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.
It was indeed a pleasure to assist a valuable customer like you.
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.
Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.
It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support.

Survey Pitching in issue resolved cases

My goal is to provide you an excellent customer experience. I hope with my little ways, I was able to satisfy you with my service?
Do you have any other questions or concerns I can help you with today?
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”

Helpline number

Repair Voice Helpline :- 1-800-934-6489 Available Sunday-Saturday: Open 24 hours
Billing:- 1-800-934-6489 Available Monday-Sunday: 7 a.m. to 9 p.m.
Retention :- 1-800-934-6489 Available Monday-Friday: 8 a.m. to 9 p.m and Saturday: 8 a.m. to 8 p.m.
Customer Security Assurance Team:- 1888-565-4329 Available 6:00 AM - 2:00 AM ET/Seven days a week
Data Usage: 1877-807-6581 6:00 AM - Available 2:00 AM ET/Seven days a week
Prepaid :- 1855-757-7372 Available 24 hours a day, 7 days a week
Mobile department:- 1888-936-4968
SIK Activation :- 1855-652-3446 Available 24 hours/day, seven days/week
Seasonal hold:- 1888-633-4266


Links

Mercury - https://mercury.comcast.net
WorkFlow -https://chat.pcidss.eclerx.com/chat/
Einstein -https://einstein360.cable.comcast.com/
User name -https://www.xfinity.com/getstarted
Channelline-https://www.xfinity.com/learn/channel-lineup
Return label-https://customer.xfinity.com/returns
Modem link-https://www.xfinity.com/support/devices/
Mobile -https://www.xfinity.com/mobile/support
Payment Arrangmeht- https://customer.XFINITY.com/#/billing/payment

Customer requesting call Back

I understand it is convenient to get assistance over the call but I am really sorry as I am from chat department I am unable to call you. However if you need assistance over the call then you can call at our helpline number which is 1-800-934-6489 available 24/7 , or else if you will allow me chance I will be glad to assist you with it.

Please call on the given number right now and I will stay connected with you over the chat till the time you get connected with our dedicated team on call.

In order to get an agent on line please speak your concern on IVR system or press 4-2-2.

CANCELLATION :

Service cancellation can only be done by our Customer Retention specialist. They will place the request for the cancellation and your account billing will be stopped immediately. You need to visit the local Xfinity store to return the equipment's and our team will immediately cancel the account and help you with the final billing or you can call on our voice support: 1800-934-6489.

NOTES ON ACCOUNT :
I'll make a full note of what we've discussed and what you're up to so you don't have to repeat everything. You can just advise the representative to look into my documentation so to not repeat yourself again.