Notes

OPENING
A wonderful day! Thank you for choosing Xfinity! This is Kanishk, your Xfinity ambassador for today. It will be a great pleasure to assist you today. May I know your First and Last name along with your concern so that we start working on it.

APOLOGY
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.

ASSURANCE
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 services/Cable services.
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.

TROUBLSHOOTING

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?
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.
Can you provide the Serial number that’s located at the back or bottom of your TV box, I want to make sure I'm working with the right device.

TECH VISIT

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 if the tech would find the issue is from our side and If 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.
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 or call.
I would like to inform you that I have successfully scheduled the appointment for you, Let me share the ticket number 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.

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 : )

FLEX

I would like to inform you that you being a valuable customer of Xfinity you're getting an 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 : )

XFI COMPLETE

While working on your account I have seen that you can have unlimited data 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.

BERFORE APPROVAL

You would have received a consent on your 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, Let me share the order number with you for your reference and Please do expect an email notification within few hours for the order details

ADDITIONAL ASSISTANCE

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?

CLOSING

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.

SURVEY PITCHING

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?

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.

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


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