Notes

Incase of No auto opening :-

A Wonderful day! Thank you so much choosing Xfinity! This is Twinkle, 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.
Incase of auto opening :-

A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

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

A very god evening.
,nice to have you on chat. :)
Thank you for specifying your concern.

Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution

APOLOGIES :-
I really apologize for the inconvenience that you have faced, as I'm also a customer apart from this job so I completely understand situation but do not worry, I will surely help you with your issue.

Authentication :-
Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.

Further to ensure the security and integrity of your account please help me with your 16 digit comcast account number or
last 4 digits of social security number (ssn) or you best best contact number on which I will send one 6 digit authentication code.

Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.

As I have checked you are not a authorized person on the account. To proceed further and do other troubleshooting steps we need authorized person on the chat.

PROBING :-

Please tell me since how long you are experiencing this issue and were there any troubleshooting steps before coming on chat?
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.

Please tell me the power light status on your modem. Is it on/off/flashing

I will request you to once unscrew the coaxial cable at the back of modem and screw it back properly. Confirm once done.

Now I will be sending some refresh signals to the modem. But before that we will need to manually restart the modem.

Please unplug the power cord of modem from outlet, wait for 15 seconds and then plug it back in. Confirm once done.

CALL REQUEST
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I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.

However you can share your query with me here on chat and I will try my best to resolve it.

Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent.

Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services


TECHNICIAN VISIT :-

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.

Please help me with the best contact number to schedule the technician.

I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you?

I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that. Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:

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

If you are not available for the technician 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 behalf of you

You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

SURVEY SCRIPT :-

Are you pleased with Xfinity services and my assistance.

Can you do one thing for me?

Please share your feedback once you click on End chat button. We would be happy hear the feedback from your side on the service and experience I have provided you today?

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.

I want to thank you for your time and patience while resolving your concern, have an awesome day.
Thank you for your support and co-operation over the chat I really appreciate it.

It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?

It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.

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”

I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you'd like to share them you can click the "end chat" option. ❤️

Thank you for choosing Xfinity Chat Support. Have an amazing weekend.

OUTAGE AND OUTAGE CREDIT
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I would like to inform you that there is an outage in your area due to that your services has been impacted . Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to atleast apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs and on your next bill.

UID PASSWORD RESET
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Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wifi password?

As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.

To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.

If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity wifi (in home network). Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity wifi
(in home network).

So please confirm are you connected to your own Xfinity wifi ?

Please click on that link and verify the same. Confirm once done.

Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.

Since you are not connected to inhome wifi we will not be able to register the rcovery options that your non comcast email address ot phone number on account.
Hence we will not be able to reset the passsword in this way.

However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successfull verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.
2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.
Please let me know how you would like to proceed

PAYMENT ARRANGEMENT SCRIPTS****************
As a customer myself I would to help you restore the services today however since the system have verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

Payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.

It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.

I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency.

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

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.

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bill, and we want to provide flexible payment options for those who are eligible. You are eligible for installment plan so service will remain active.

BAXA :-

( if cx has internet issue)
While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/
(if cx has cable issue)
While waiting I wanted to share that 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. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream or you can also download Xfinity Stream app from Apple App Store or Google Play.
(if cx has voice issue)
The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).

SELF-HELP :-

ust to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.

NUMBERS
Seasonal hold 1-888-633-4266
I wish I could call but I am restricted by the system as we are from the chat repair department. You can call this number this will put you through live agent. 1-800-xfinity (1-800-934-6489)
Internet Essential 1-855-846-8376
Tenant and Business helpline number 1-800-391-3000
CSA(Customer Security Assurance) team 1-888-565-4329
Prepaid 1-855-757-7372
Retention team (1-866-470-6654)
Xfinity mobile Team 1888-936-4968