Notes

Hi Casey, thank you for contacting Xfinity. My name is Sameer. How may I help you today?
09:33
A wonderful day! Thank you for choosing Xfinity! It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)
CCASEY VANDENBERG
09:34:51 AM ESTWeb Chat
My router won't hold a signal and the network will not show up
09:35
Also I ordered two phones with my router and was wondering when those were shipped
You09:36:07 AM ESTWeb Chat
No worries, Your chat has connected to the right person, Rest assured I will take care of it.

CCASEY VANDENBERG
09:36:42 AM ESTWeb Chat
Plus I've already had a bill for those two phones and service for them however I haven't had any kind of service other than chatting with a few assistants and getting nowhere over here
You09:37:48 AM ESTWeb Chat
I deeply apologies for the inconvenience.
09:37
Please be assured I am here for you.
09:38
Please allow me 1-2 minutes to pull the account details.
CCASEY VANDENBERG
09:38:18 AM ESTWeb Chat
I know you have nothing to do with their way of business, I'm not mad at you
09:38
Just so you know
09:38
Just makes me feel scammed quite a bit you know
You09:39:50 AM ESTWeb Chat
Thank you for your understanding, I will surely do my level best to get the issue resolved on priority basis.
09:40
Please confirm if you are referring to same address 4350 Wimbledon Dr Sw Apt 4
Grandville, MI 49418

CCASEY VANDENBERG
09:40:34 AM ESTWeb Chat
Correct
You09:41:52 AM ESTWeb Chat
Thank you for confirming, Let me check what best I can do for you
09:41
Meanwhile I am working on it I would request you to please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

CCASEY VANDENBERG
09:42:08 AM ESTWeb Chat
Okay
You09:43:16 AM ESTWeb Chat
Just to confirm am I chatting with Casey Vandenberg ?/
CCASEY VANDENBERG
09:43:39 AM ESTWeb Chat
Yes
You09:43:49 AM ESTWeb Chat
Thank you.
09:43
please make sure that your modem is connected to the active wall outlet and all the cables are tight and secure at the back of the modem.

CCASEY VANDENBERG
09:44:20 AM ESTWeb Chat
They were. In a few different locations
You09:45:24 AM ESTWeb Chat
alright please make sure it remain the same on your current address.
You09:47:37 AM ESTWeb Chat
I am sending the signals from my end to fix the issue.
CCASEY VANDENBERG
09:48:00 AM ESTWeb Chat
I believe I need a technician to come activate the coax in the walls
You09:50:36 AM ESTWeb Chat
Sure i will take care of it
09:51
I have checked you order for mobile
09:51
I can see there is an issue with the card information that you have provided
CCASEY VANDENBERG
09:51:50 AM ESTWeb Chat
Okay I can take care of that immediately
09:52
But the app is making it really difficult
You09:52:22 AM ESTWeb Chat
Let me place the order with rectification so that you can get the order in 2 days
CCASEY VANDENBERG
09:53:37 AM ESTWeb Chat
The payment for the phones went through when I ordered them but the internet service charge didn't go through. It was 70 something dollars for January 31st I believe
You09:54:09 AM ESTWeb Chat
Don't worry about it it will be reversed back in the same mode of payment from where you have made the payment
09:54
let me place the request for that also
CCASEY VANDENBERG
09:54:44 AM ESTWeb Chat
Okay thank you. I'll be here when you have an update.
You09:54:55 AM ESTWeb Chat
Sure
CCASEY VANDENBERG
09:54:59 AM ESTWeb Chat
Also the card on file is correct and will work if tried
You09:55:02 AM ESTWeb Chat
I would need the DOB and SSN
09:55
to proceed further
CCASEY VANDENBERG
09:55:23 AM ESTWeb Chat
6/19/1996
09:55
363-21-9027
09:55
xxx-xx-xxxx
You09:55:47 AM ESTWeb Chat
thanks for the details
You09:57:58 AM ESTWeb Chat
Alright , I am Placing the request this might take few minutes
09:58
Appreciate your Patience on this
CCASEY VANDENBERG
09:59:38 AM ESTWeb Chat
Okay I will be here
You09:59:47 AM ESTWeb Chat
I am applying the same phone
10:00
just to confirm you would like to have new number on both the devices
CCASEY VANDENBERG
10:00:29 AM ESTWeb Chat
No we were keeping our phone numbers
You10:01:27 AM ESTWeb Chat
Sure for Casey it will be (616) 466-0567
10:01
Katelyn (269) 685-7711
10:01
Correct me if i am wrong
CCASEY VANDENBERG
10:02:12 AM ESTWeb Chat
That right
You10:03:08 AM ESTWeb Chat
Perfect
You10:05:57 AM ESTWeb Chat
Please stay connected its almost done
CCASEY VANDENBERG
10:06:27 AM ESTWeb Chat
I'm not moving my phone from this screen
10:06
Spent probably 4 hours to get nowhere yesterday
You10:06:44 AM ESTWeb Chat
Thanks you are so nice ❤
10:07
Don't worry will take care of it so that you won't have to get back for the same thing'
CCASEY VANDENBERG
10:07:27 AM ESTWeb Chat
Thank you very much
You10:09:16 AM ESTWeb Chat
thanks please stay connected
CCASEY VANDENBERG
10:09:27 AM ESTWeb Chat
uD83DuDC4D
You10:12:21 AM ESTWeb Chat
Casey do you specifically want to have the Samsung A42 only or shall i share details for other phone
CCASEY VANDENBERG
10:13:08 AM ESTWeb Chat
We were hoping for that one in particular
10:13
For both
You10:14:23 AM ESTWeb Chat
In that case Let me suggest a phone for both
CCASEY VANDENBERG
10:15:18 AM ESTWeb Chat
Is there a problem with the a42s?
You10:16:14 AM ESTWeb Chat
I am checking for that also
10:16
Please help me with the credit card details so that i can rectify the error first
10:17
i would need card number exp date and cvv
CCASEY VANDENBERG
10:18:11 AM ESTWeb Chat
xxxxxxxxxxxxxxxx
10:18
08/26
10:18
301
You10:18:39 AM ESTWeb Chat
Please put space after every digit for the card number
CCASEY VANDENBERG
10:19:13 AM ESTWeb Chat
xxxx xxxx xxxx xxxx
You10:19:36 AM ESTWeb Chat
Space has to be after every digit
CCASEY VANDENBERG
10:20:10 AM ESTWeb Chat
5 1 7 5 4 5 7 1 5 3 6 3 8 2 1 8
You10:20:34 AM ESTWeb Chat
thanks
You10:22:12 AM ESTWeb Chat
Please stay connected
You10:23:48 AM ESTWeb Chat
Casey would it be possible for you to cancel the previous order from your end
CCASEY VANDENBERG
10:24:03 AM ESTWeb Chat
I don't think so
10:24
The order was made over a week ago with the modem
You10:24:31 AM ESTWeb Chat
Yes i can see that
CCASEY VANDENBERG
10:24:36 AM ESTWeb Chat
And the modem showed up but no phones
10:25
Did that payment go through?
You10:25:38 AM ESTWeb Chat
Not yet
CCASEY VANDENBERG
10:25:54 AM ESTWeb Chat
I hit confirm when I received it
You10:26:37 AM ESTWeb Chat
There was an issue with card i am rectifying it
CCASEY VANDENBERG
10:26:58 AM ESTWeb Chat
Okay.
You10:27:44 AM ESTWeb Chat
Please help me with your email id which we can update here
CCASEY VANDENBERG
10:27:51 AM ESTWeb Chat
[email protected]
10:28
My Xfinity login is [email protected]
You10:29:00 AM ESTWeb Chat
Thanks Please check the inbox and follow the verification process
10:30:00 AM EST
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10:30:00 AM EST
https://www.xfinity.com/mobile/my-account/activity
10:30:01 AM EST
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Page Name: xmobile|my-account|activity
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https://www.xfinity.com/mobile/my-account/billing
10:30:28 AM EST
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10:30:28 AM EST
https://www.xfinity.com/mobile/my-account/billing/order/key.eyJYLUN1c3RHdWlkIjoiN2ZkY2UzMjgtNmNiMy00OTRiLTk3NmUtM2Y1YjZmNDE5ZDM1MDAxIiwiWC1BY2NvdW50R3VpZCI6IkdZVVdPUVFIVVMxNjc1MjA4MDY5QVQiLCJYLUN1c3RJ
10:30:28 AM EST
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10:31:17 AM EST
https://www.xfinity.com/mobile/my-account/billing/order/key.eyJYLUN1c3RHdWlkIjoiN2ZkY2UzMjgtNmNiMy00OTRiLTk3NmUtM2Y1YjZmNDE5ZDM1MDAxIiwiWC1BY2NvdW50R3VpZCI6IkdZVVdPUVFIVVMxNjc1MjA4MDY5QVQiLCJYLUN1c3RJ
10:31:17 AM EST
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10:31:18 AM EST
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CCASEY VANDENBERG
10:31:25 AM ESTWeb Chat
I don't see a verification process, it just says my payment failed. And it brings me to the account page and says it's fine
You10:31:58 AM ESTWeb Chat
Alright
CCASEY VANDENBERG
10:32:20 AM ESTWeb Chat
I cancelled
10:32
The order
You10:32:28 AM ESTWeb Chat
Okay
10:32
Let me go ahead now
10:32
it will take only 2 mins
CCASEY VANDENBERG
10:33:54 AM ESTWeb Chat
Okey
You10:36:12 AM ESTWeb Chat
Almost done
You10:38:20 AM ESTWeb Chat
Please help me with the phone number on which i can send the approval
You10:39:30 AM ESTWeb Chat
Casey you there ?
CCASEY VANDENBERG
10:39:36 AM ESTWeb Chat
Yes
10:39
616-466-0567
You10:39:58 AM ESTWeb Chat
thanks 😀
10:40
shall i send the approval on phone number or email ?
CCASEY VANDENBERG
10:40:39 AM ESTWeb Chat
Phone
You10:40:56 AM ESTWeb Chat
Alrighty
10:41
Please check i have sent the approval on 616-466-0567
10:41
Please check and hit the approve button
10:41:49 AM EST
https://digital.xfinity.com/consent?digitalSessionId=95078ef5-a674-4ad8-be32-2e775e24b6d5
10:41:49 AM EST
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10:41:49 AM EST
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10:41:50 AM EST
Buyflow Division
CCASEY VANDENBERG
10:43:01 AM ESTWeb Chat
That's the right number
10:43
What about my wifi service though?
You10:43:33 AM ESTWeb Chat
Yes i am on it
CCASEY VANDENBERG
10:44:03 AM ESTWeb Chat
Okay
You10:44:16 AM ESTWeb Chat
Order completed successfully!
A receipt for order

#3736000183209758818

has been emailed to

[email protected]

10:44
Thank you for placing an order with us, I will be sending you the steps to activate the mobile line/mobile phone/SIM. You will also receive the review email of your order within next few hours. Please review and upload the photo identity proof with-in 72 hours to avoid the order cancellation.

10:45
I will also share activation steps on same email.
10:45
You will also receive the review email of your order within next few hours. Please review and upload the photo identity proof with-in 72 hours to avoid the order cancellation.
CCASEY VANDENBERG
10:45:31 AM ESTWeb Chat
I'll check
You10:45:37 AM ESTWeb Chat
Great
10:45
Now let me go ahead and schedule tchnician for you
CCASEY VANDENBERG
10:46:50 AM ESTWeb Chat
I don't know if I need one
You10:47:26 AM ESTWeb Chat
In case if you don't need it you can cancel it anytime from My account app
CCASEY VANDENBERG
10:47:28 AM ESTWeb Chat
Also I don't have a second email for verification of id
10:48
Oh it isn't confirmed yet I see
You10:50:05 AM ESTWeb Chat
Don't worry it has to be taken care by the technician for once there will be no charges for the technician.
You10:51:25 AM ESTWeb Chat
also you'll get the email verification email anytime soon and you'll have to verify it within 72 hours
CCASEY VANDENBERG
10:51:54 AM ESTWeb Chat
Okay I'll keep an eye out
10:52
Does it say on my account that internet service is supposed to be active right now?
You10:54:17 AM ESTWeb Chat
Might be the issue with the wall outlet or the other connections as you have recently sign you up for Xfinity mobile services and internet as well.
CCASEY VANDENBERG
10:54:37 AM ESTWeb Chat
Okay uD83DuDC4D
You10:54:42 AM ESTWeb Chat
No worries,I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.
CCASEY VANDENBERG
10:54:58 AM ESTWeb Chat
Thank you
You10:55:08 AM ESTWeb Chat
Most welcome :)
10:55
Let me share you the details of the soonest slots
CCASEY VANDENBERG
10:55:33 AM ESTWeb Chat
Tomorrow afternoon is fine
You10:55:39 AM ESTWeb Chat
Sure
10:55
Let me check for it
You10:57:37 AM ESTWeb Chat
the soonest technician we have is for 02/07/2023, 10:00 AM-12:00 PM
10:57
This is the earliest time slot that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you?
CCASEY VANDENBERG
11:00:22 AM ESTWeb Chat
Okay thats fine
You11:00:44 AM ESTWeb Chat
Sure.