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TTRACY PINKARD
TRACY PINKARD


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TTRACY PINKARD

Tracy Pinkard
8396120023342547
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Jan 21, 2023 9:19 PM EST
No topic identified
NEW CONVERSATION
Contact Reason: I see you may need assistance activating your equipment.
TTRACY PINKARD
08:00:40 PM ESTWeb Chat
act-mpa:error:eligibility:financial-health-hard-disconnect-disconnected
08:00:40 PM EST
Page Markerunmarked page
08:00:40 PM EST
Page Markerunmarked page, XFN-O-5-Offers-PlanBuilder, XFN-O-6-Landing-ActiveAddress, XFN-O-7-Landing-PlanBuilder, XFN-I-1-ADBF-ReviewApproval, XFN-O-6-Move-Localization, XFN-O-7-Move-Landing, XFN-O-7-Move-Landing, unmarked page, unmarked page
08:00:40 PM EST
OSAndroid 12
08:00:40 PM EST
BrowserChrome 108.0.0.0
08:00:40 PM EST
UserAgentMozilla/5.0 (Linux; Android 12; SM-N975U) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/108.0.0.0 Mobile Safari/537.36
08:01:46 PM EST
Page Markerunmarked page
08:01:46 PM EST
ID_AuthF
08:01:46 PM EST
firstNameTRACY
08:01:46 PM EST
Account8396120023342547
08:01:46 PM EST
sessionIdW-9b777c1b-e478-42ca-8fe6-329904cddcc8
08:01:46 PM EST
Initial_Utteranceact-mpa:error:eligibility:financial-health-hard-disconnect-disconnected
08:01:46 PM EST
SAML.DatapassAutomatonId:18000799;uui:3,8396120023342547,3522235323,F,10201,,91139964D281B2,HA00,,,CH,,;channel:XA-Mobile;guid:72714cc2-fc87-48fa-8ae5-30755323b434001;alternateChannelData:xFiMobile;
Michael08:01:53 PM ESTWeb Chat
Hi Tracy, thank you for contacting Xfinity. My name is Michael. I see you may need assistance activating your equipment. Is that correct?
TTRACY PINKARD
08:02:04 PM ESTWeb Chat
Hi Michael, yes
Michael08:04:26 PM ESTWeb Chat
Please elaborate on your concern so I can better assist you.
TTRACY PINKARD
08:04:57 PM ESTWeb Chat
I just moved and had the service transferred and need help setting it back up
Michael08:05:16 PM ESTWeb Chat
I appreciate you taking time to reach out.
Michael08:06:51 PM ESTWeb Chat
May I have your full name to confirm the account?
TTRACY PINKARD
08:06:59 PM ESTWeb Chat
Tracy Pinkard
Michael08:08:16 PM ESTWeb Chat
Thank you.
08:09
We have a dedicated team who works specifically with internet matters.
08:09
Shall I transfer you?
TTRACY PINKARD
08:09:26 PM ESTWeb Chat
Yes
Michael08:09:41 PM ESTWeb Chat
Perfect. Please allow me a moment.
TRANSFER DETAILS
From: Michael
Topic: CEN Activation
Note: (none)
08:14:22 PM EST
Page Markerunmarked page
Pulkit08:14:24 PM ESTWeb Chat
A wonderful day! Thank you for choosing Xfinity! This is Pulkit, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
08:14
I request you to Please do not press the back button and also avoid using other applications for us to stay connected without any interruption, so that I can make your today's experience be more excellent and address your concern in the best possible way .
Also if you get any pop up for ACP toggle ON or OFF, please select ACP ON to continue this chat.

TTRACY PINKARD
08:14:44 PM ESTWeb Chat
Tracy Pinkard
Pulkit08:14:54 PM ESTWeb Chat
Hey Tracy ,I hope you are doing great, How may I assist you today?
TTRACY PINKARD
08:15:39 PM ESTWeb Chat
Hi, I just moved and had my services transferred to my new address and need assistance to reconnect
Pulkit08:15:43 PM ESTWeb Chat
I completely understand your concern. I will definitely try my best to get this sorted over the chat.
08:16
Please help me with address you want services working on.
TTRACY PINKARD
08:16:25 PM ESTWeb Chat
1166 Waltons trail
Pulkit08:16:29 PM ESTWeb Chat
Perfect!
08:16
Let me do remote fixing here, and you will be my hands for manual checking on the devices. If the issue requires appointment, I will right away schedule a technician for you as your satisfaction is our priority.
TTRACY PINKARD
08:16:36 PM ESTWeb Chat
Hephzibah GA 30815
Pulkit08:16:47 PM ESTWeb Chat
Can you please tell me the type of issue you're experiencing with your connection? (slow, intermittent, no connection, etc.)?
TTRACY PINKARD
08:17:07 PM ESTWeb Chat
No connection
Pulkit08:17:10 PM ESTWeb Chat
Alright, Thank you for the confirmation.
08:17
Hang tight. The automation is gathering the network health from multiple sources.
08:17
While working, may I know how's your family doing?
TTRACY PINKARD
08:18:19 PM ESTWeb Chat
Everyone is great, thank u for asking
Pulkit08:18:38 PM ESTWeb Chat
Glad to hear:)
08:19
While working, as I was checking your account, you are paying $85 for 800 mbps right?
TTRACY PINKARD
08:19:31 PM ESTWeb Chat
Yes
Pulkit08:19:34 PM ESTWeb Chat
I can help you get 1000 mbps in same price for you!
08:19
if it sound good!
TTRACY PINKARD
08:19:54 PM ESTWeb Chat
Is that before or after taxes
Pulkit08:20:05 PM ESTWeb Chat
Yeah.
08:20
Let me share exact price
08:20
Your estimated recurring monthly bill will be $85.00 including all taxes.
08:21
and you will also get a new generation upgraded modem
08:21
at no extra cost!
TTRACY PINKARD
08:21:47 PM ESTWeb Chat
Is there a contract
Pulkit08:21:59 PM ESTWeb Chat
yes
08:22
you are already in contract
08:22
now also
Pulkit08:23:05 PM ESTWeb Chat
and if you port any of your mobile line with us, I will help you make your bill around $55-$60 for you!
08:23
and in it too if you bring your own device, you will also get eligible to get $200 prepaid visa card for you.
TTRACY PINKARD
08:24:08 PM ESTWeb Chat
Thank you for the information. Not at this time, may be at a later time
Pulkit08:24:13 PM ESTWeb Chat
Sure
08:24
Would you likt to upgrade speed at same price for you?
08:24
as it is at no extra cost.
TTRACY PINKARD
08:24:59 PM ESTWeb Chat
Not today, just to get services restored
Pulkit08:25:20 PM ESTWeb Chat
Sure.
08:25
Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.
TTRACY PINKARD
08:25:40 PM ESTWeb Chat
Ok
Pulkit08:25:48 PM ESTWeb Chat
:)
08:25
You have been very patient and amazing with me today, certainly the best customer I had today❤️
TTRACY PINKARD
08:26:22 PM ESTWeb Chat
I'm glad to hear that.
Pulkit08:26:27 PM ESTWeb Chat
My pleasure:)
08:26
An automated check is communicating with the modem to register it online. It will take 3-4 minutes, please stay connected.
TTRACY PINKARD
08:26:36 PM ESTWeb Chat
Ok
Pulkit08:26:43 PM ESTWeb Chat
I can see on your account that you are eligible for Xfinity Mobile - Iphone 12 mini which, is “Free Full retail value of the device i.e. $ 629.99 will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number. I can go ahead and sign you up for Xfinity Mobile.
08:26
Please wait while we run multiple checks on the WiFi health of the internet device
TTRACY PINKARD
08:27:09 PM ESTWeb Chat
Not at this time
Pulkit08:27:13 PM ESTWeb Chat
:)
08:27
Sure, we respect your decision:)
08:27
Just wanted you to know about deals.
08:28
Thankyou for being on hold, I really appreciate your patience.
TTRACY PINKARD
08:28:19 PM ESTWeb Chat
Thank u for sharing that info in case I want to upgrade
Pulkit08:28:26 PM ESTWeb Chat
Sure
08:28
but for speed, it is the only day to upgrade at same price
08:28
as it usually costs around $30-$40 for upgradation.
TTRACY PINKARD
08:29:27 PM ESTWeb Chat
Not today
Pulkit08:30:43 PM ESTWeb Chat
I have just sent some advance signals to the modem please restart it once and check if its working or not.
08:30
Unplug it & plug it back right away , and let it get load for a minute.
08:30
Once you are done with it, please let me know
TTRACY PINKARD
08:31:33 PM ESTWeb Chat
Just unplugged and plugged it back in
Pulkit08:31:39 PM ESTWeb Chat
Tremendous work@
08:31
I'm so happy to help you. But it would not have been possible without your support.
Pulkit08:34:27 PM ESTWeb Chat
Just to confirm, did it got load?
TTRACY PINKARD
08:34:40 PM ESTWeb Chat
Not yet
Pulkit08:34:45 PM ESTWeb Chat
Okay
TTRACY PINKARD
08:34:47 PM ESTWeb Chat
It's flashing
Pulkit08:34:48 PM ESTWeb Chat
Give it a minute more
Pulkit08:36:23 PM ESTWeb Chat
Did it got load?
TTRACY PINKARD
08:37:02 PM ESTWeb Chat
No, it's still flashing
Pulkit08:37:09 PM ESTWeb Chat
We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit to have a closer look of the concern, may I proceed to schedule it for you?
08:37
as it seems it does not have active wall outlet
08:37
May i?
TTRACY PINKARD
08:37:46 PM ESTWeb Chat
What do you mean when you say wall outlet
Pulkit08:37:58 PM ESTWeb Chat
It means an active wall outlet
08:38
to connect modem.
TTRACY PINKARD
08:38:40 PM ESTWeb Chat
The modem is plugged in and connected to the TV. Is there another step I need to do
Pulkit08:38:52 PM ESTWeb Chat
Sure.
08:39
You can try power cycle of modem once,
08:39
1. Unplug the modem from the power source to turn it off.
08:39
2. Unscrew the Coaxial cable at the back of the modem.
08:39
3. 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.
08:39
4. Plug back the modem to the power source to turn it on and wait for all lights to sync.
08:39
Please follow the steps and once done, let me know
TTRACY PINKARD
08:41:49 PM ESTWeb Chat
Ok. It will take me a minute to reach it
Pulkit08:42:31 PM ESTWeb Chat
sure, please.
Pulkit08:44:41 PM ESTWeb Chat
let me know once completed,
08:44
I am here connected to you!
TTRACY PINKARD
08:44:49 PM ESTWeb Chat
It's complete
Pulkit08:44:55 PM ESTWeb Chat
Tremendous!
08:45
Please exmaine it for a minute
08:45
and check if it works or not.
TTRACY PINKARD
08:45:14 PM ESTWeb Chat
Ok
Pulkit08:45:17 PM ESTWeb Chat
:)
TTRACY PINKARD
08:46:25 PM ESTWeb Chat
Still flashing
Pulkit08:46:58 PM ESTWeb Chat
Okay
TTRACY PINKARD
08:48:20 PM ESTWeb Chat
It stopped flashing
Pulkit08:48:24 PM ESTWeb Chat
Okay
08:48
does the light got solid?
TTRACY PINKARD
08:48:36 PM ESTWeb Chat
Yes
Pulkit08:48:40 PM ESTWeb Chat
Okay
08:48
Please try to connect it niw
08:48
now
08:48
and check if it works
TTRACY PINKARD
08:48:48 PM ESTWeb Chat
Now it's flashing
Pulkit08:48:58 PM ESTWeb Chat
We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit to have a closer look of the concern, may I proceed to schedule it for you?
08:49
Shall we?
TTRACY PINKARD
08:49:44 PM ESTWeb Chat
This is unfortunate
Pulkit08:49:51 PM ESTWeb Chat
Yes, we tried everything
08:50
but as there is active wall outlet in home
08:50
we need to schedule a technician to complete the job!
08:50
as I tried my best for you!
TTRACY PINKARD
08:51:20 PM ESTWeb Chat
Ok
Pulkit08:51:32 PM ESTWeb Chat
Sure
08:51
Let me check the soonest available slot for you.
08:51
The soonest slot available for you is for 1/23/2023 from 10:00 AM - 12:00 PM EST
08:51
Sounds good>
TTRACY PINKARD
08:52:50 PM ESTWeb Chat
Unfortunately I'll be at work during that time
Pulkit08:52:56 PM ESTWeb Chat
okay
08:53
may I know your preferred slot please?
TTRACY PINKARD
08:53:32 PM ESTWeb Chat
What is the latest time someone can come on the 23rd
Pulkit08:53:40 PM ESTWeb Chat
let me check
Pulkit08:54:41 PM ESTWeb Chat
Meanwhile, may I know how's the weather?
TTRACY PINKARD
08:55:17 PM ESTWeb Chat
Cold here
Pulkit08:55:23 PM ESTWeb Chat
Yeah!
TTRACY PINKARD
08:56:17 PM ESTWeb Chat
Where are you located
Pulkit08:56:48 PM ESTWeb Chat
I am from India.
TTRACY PINKARD
08:57:15 PM ESTWeb Chat
That's far from here. How's the weather there
Pulkit08:57:21 PM ESTWeb Chat
Yeah
08:57
It is cold here too!
08:57
But lesser than US, for use!
08:57
Sure*
Pulkit08:58:55 PM ESTWeb Chat
Please allow me a minute or two
08:58
On it
Pulkit09:04:54 PM ESTWeb Chat
I hope we are still connected.
TTRACY PINKARD
09:05:00 PM ESTWeb Chat
Yes
Pulkit09:05:06 PM ESTWeb Chat
great!
09:05
Working on it as I am getting error in it
09:05
Please stay conencetd,
TTRACY PINKARD
09:05:27 PM ESTWeb Chat
Ok
Pulkit09:05:55 PM ESTWeb Chat
:)
Pulkit09:08:51 PM ESTWeb Chat
I will need one approval for it
TTRACY PINKARD
09:09:12 PM ESTWeb Chat
Approval from whom
Pulkit09:09:19 PM ESTWeb Chat
From you for technician
TTRACY PINKARD
09:09:44 PM ESTWeb Chat
I don't understand, approval to come out
Pulkit09:09:54 PM ESTWeb Chat
Yes
TTRACY PINKARD
09:10:20 PM ESTWeb Chat
Yes. I wanted to know how late could they come
Pulkit09:10:53 PM ESTWeb Chat
It can be 3-5pm on 01/23/22
09:10
sounds good?
TTRACY PINKARD
09:11:47 PM ESTWeb Chat
I'll still be at work. Is there anything available on the 24th
Pulkit09:11:57 PM ESTWeb Chat
Yes for 24th
09:12
The slots available are 10am-12 noon, 1pm- 3pm, 3-5pm
09:12
Let me know if any of it sounds good.
TTRACY PINKARD
09:12:38 PM ESTWeb Chat
10am-12 noon
Pulkit09:12:48 PM ESTWeb Chat
for 23rd or 24th?
09:12
Which one sounds better?
TTRACY PINKARD
09:12:54 PM ESTWeb Chat
24th
Pulkit09:13:07 PM ESTWeb Chat
Got you!
09:13
may i share the approval for it on (352) 223-5323?
TTRACY PINKARD
09:13:43 PM ESTWeb Chat
Yes
Pulkit09:13:52 PM ESTWeb Chat
I have shared the approval for you, once approved please let me know.
09:14
You are ordering the following service:
SUPERFAST for $102.00 per month.





You will receive the following monthly discounts:

$80 X 12 XI of $22.00 per month for 12 months.





You are also adding the following equipment and services: xFi Complete at no charge for 12 months, and then regular rates will apply, currently $25.00 per month.



Regular rates after promotional period are subject to change.



You are removing the following services: SUPERFAST; xFi Complete;



Your estimated recurring monthly bill will be $80.00.



Your statement is prepared one month in advance. Your next two bills may be different because of partial month charges or credits and any one-time charges.



The following charges will appear on your first bill only, plus applicable taxes and fees: Professional Installation for $100.00;



The following charges will be billed in monthly installments, plus applicable taxes and fees:

Xfinity Mobile Discount Eligibility at $0.00 for 3 months.





Lastly, I'll run through some important details about your order.



Your monthly charges may be reduced by a monthly discount for signing up for Paperless Billing and Automatic Payments. Your monthly discount will be $10 if you enroll in Paperless Billing and Automatic Payments using your bank account or $5 if you enroll with your credit or debit card. The discount will appear on your bill within 45 days of enrollment in Paperless Billing and Automatic Payments. Once enrolled, if you cease to be enrolled in both Paperless Billing and Automatic Payments, or you change your services to Choice TV Select or Limited Basic only, you will no longer receive this discount. Bulk services, or bulk services with Ultimate TV Tier upgrade, are not eligible for this discount.



You will receive a $30 monthly multi-product discount for 24 months toward your Xfinity package if you sign up for Xfinity Mobile and activate a new line within 90 days of your order. The discount will appear on your bill within 30 days of Xfinity Mobile activation. To continue receiving the discount, you must keep Xfinity Mobile and the Xfinity Internet tier in this order or a higher tier of Xfinity Internet for 24 months. If you cancel Xfinity Mobile or Xfinity Internet, or change your Xfinity internet to a tier below the tier in this order, you will no longer receive this $30 discount.



I understand and agree that my Xfinity services, regular rates, equipment charges, taxes, fees, and other charges are subject to change at any time, with or without notice, to the extent permitted by applicable law.



You ordered xFi Complete, which includes an Xfinity Gateway modem and Unlimited Data. If you do not activate your leased Xfinity Gateway within 30 days and keep it active, xFi Complete will be cancelled. If xFi Complete is cancelled, the Xfinity Internet Data Usage Plan of 1.2 terabytes of data per month will apply. If you then exceed your data usage plan, we will automatically add blocks of 50 gigabytes of data for $10 each, up to a maximum of $100 per month. For more details, visit dataplan.xfinity.com. Faster upload speeds with xFi Complete may not be available at this time for a small percentage of customers. Impacted customers will be notified within one week of activation of their Xfinity Gateway. We will provide standard upload speeds based on your speed tier.

09:14
Also if you get any pop up for ACP toggle ON or OFF, please select ACP ON to continue this chat.
09:14:32 PM EST
Datapass-Cart

09:14:32 PM EST
Page MarkerXFN-I-2-Digital-Billing
09:14:32 PM EST
Datapass-pageLoad
Page Name: resi|selfservice|shop||billing
Event: N/A
09:14:33 PM EST
Buyflow Division
09:14:48 PM EST
Modal-InteractionPaperless Discount | displayed
09:14:53 PM EST
Modal-InteractionPaperless Discount | closed dismissed
09:15:09 PM EST
Modal-InteractionPaperless Discount | continue no enroll
09:15:18 PM EST
Modal-InteractionPaperless Discount | continue no enroll
09:15:29 PM EST
Page MarkerXFN-I-1-ADBF-ReviewApproval
09:15:29 PM EST
Datapass-pageLoad
Page Name: resi|sales|shop|buyflow|review
Event: N/A
09:15:29 PM EST
Datapass-Cart

09:15:30 PM EST
Buyflow Division
TTRACY PINKARD
09:16:12 PM ESTWeb Chat
I don't want to change my plan. I want my current services restored
Pulkit09:16:16 PM ESTWeb Chat
yes
09:16
it is same plan
09:16
800 mbps with rental modem and unlimited internet
09:16
it is not changed.
09:16
Your bill is same as well, Your estimated recurring monthly bill will be $80.00.
TTRACY PINKARD
09:16:49 PM ESTWeb Chat
I'm not renewing anything, I just want a tech to fix whatever the issues ate
Pulkit09:16:53 PM ESTWeb Chat
yes
09:16
It is technician only!
09:17
Please be assured.
TTRACY PINKARD
09:17:32 PM ESTWeb Chat
I'm not authorizing changes
Pulkit09:17:40 PM ESTWeb Chat
Sure, as it seems a billing issue to you, let me connect you to our billing team for it
TRANSFER DETAILS
From: Pulkit
Topic: CEN Billing
Note: (none)
09:18:17 PM EST
Page Markerunmarked page
Maxwell09:18:44 PM ESTWeb Chat
Thankyou for the confirmation. I am connecting you with the dedicated team so that this can be fixed
TRANSFER DETAILS
From: Maxwell
Topic: CEN Internet Repair
Note: (none)
09:19:24 PM EST
Page Markerunmarked page
09:19:24 PM EST
https://www.xfinity.com/xfinityassistant/?XA3=active&mobile=true&platform=xFiMobileXAAndroid&channel=xFiMobile&intent=skill.activation.hsd.billing_chat.pivot?msg=act-mpa:error:eligibility:financial-he
09:19:29 PM EST
https://www.xfinity.com/planbuilder?autolocalization=9.SC-0000
09:19:29 PM EST
Page MarkerXFN-O-7-Landing-PlanBuilder
09:19:30 PM EST
Datapass-pageLoad
Page Name: resi|sales|shop|learn|planbuilder
Event: N/A
You09:19:31 PM ESTWeb Chat
Hi, my name is Piyush. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
TTRACY PINKARD
09:20:43 PM ESTWeb Chat
He wasn't helpful in resolving my service issue but only tried to trick me into changing my service
You09:23:07 PM ESTWeb Chat
I apologies for the experience that you have faced your chat have connected to the right person.
09:23
Let me take care of your concern.
Web chat