Notes

Tog :-

I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.

Openings :-

Thank you so much for contacting Xfinity mobile support. My name is Deepak. May I know who do I have the pleasure of assisting today?
A Wonderful day! Thank you so much choosing Xfinity! This is Deepak, 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.

Assurance :-

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.

Verification scripts :-

Please help me with your first name , last name and complete address with zip code, so that I can pull up your account details and check the details for you.
Thank you for verifying the account before the chat. I appreciate your efforts and cooperation
Further to ensure the security and integrity of your account so please confirm the last 4 digits of your SSN or the stored payment method.
When customer says why authentication is required ?
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 we need authorized person on the chat . This is to ensure the privacy and safety of account. Please get the authorized person on the chat.

Billing Cycle :-

Your Xfinity Mobile bill cycle date is set as (whichever comes first):
Date of activation of the first line of service on the Xfinity Mobile account, or Seven days after the first device (or SIM card) shipment or fulfillment in an Xfinity Store.
If activation (or the seventh day post-shipment/fulfillment) occurs on the 29, 30 or 31 of the month, the bill cycle date is the 28. Your first bill will be pro-rated based on the number of days remaining in the first bill cycle.
Your bill cycle end date is the final day of the your monthly billing period. The bill due date is the your automatic payment date, which always comes 20 days after the bill cycle end date.
Note :- You can't change their Xfinity Mobile billing cycle or bill due dates.

*New number -
Activation is a one-step process if you’re getting a new number, and it should only take a few minutes. Once activation is complete, you'll be ready to go with your new digits.

*Port an existing phone number -
You'll have to transfer your old number to Xfinity Mobile if you want to keep it.
Before starting the process, make sure you have accurate information from your previous carrier. You’ll need the following:
First and last name
Billing name
Billing address
Account number
PIN and/or password
Last four digits of the Social Security Number on the account

If all of your information is correct, the transfer process from most major carriers will be complete within 10 minutes. For some smaller carriers, it can take up to an hour. If you're transferring the number from a landline or wireline, it takes, on average, five business days.

Don't worry, there's no need to sit by your phone waiting for it to activate. We'll send you a confirmation email when you're good to go. We'll also email you if there's an issue with the transfer, with instructions on what to do next. And you can always visit xfinitymobile.com to check your activation status.

*Apple watch -
If you're activating an Apple Watch
For information about Apple Watch activation, visit xfinity.com/activatewatch

XFINITY MOBILE PROTECTION PLAN :-

You can claim for your device protection plan by using this link :- mywirelessclaims.com/xfinitymobile or can Download the Pocket Geek® Mobile app to begin a claim.
For that I request you to please go to this link :- mywirelessclaims.com/xfinitymobile.
You can opt for Xfinity mobile protection plan within 30 days after purchasing the device.
There’s no limit to screen-only damage repair (phones only) under $29 and covered mechanical/electrical failure claims. For all other accidental damage and loss or theft, the program allows up to two covered claims within a rolling 12-month period.
If you want to return the device then you can return the device within 14 days and you will get the refund so long as you haven't summitted any claim.

Global pass:-

Global Travel Pass allows you to pay a flat rate for unlimited calls and texts.
Global Travel Pass includes 512MB of LTE data per pass per day; then data is available at 2G speeds until the next day started with the global pass
The data you use while abroad will count towards to your your By the Gig or Unlimited data option.

Line access fees :-

If you maintains at least one core Xfinity service (Xfinity TV, Xfinity Internet and/or Xfinity Voice), then the $25 line-access fee is waived for each line of service on the your Xfinity Mobile account.

Xfinity Mobile Protection Plan :-

The Xfinity Mobile Protection Plan covers your device in the event of:-
Accidental damage (drops, spills, and cracks)
Unlimited $29 screen-only repair for phones
Hardware service (mechanical or electrical failure) *
Loss

There’s no limit to screen-only damage repair (phones only) under $29 and covered mechanical/electrical failure claims. For all other accidental damage and loss or theft, the program allows up to two covered claims within a rolling 12-month period.

Xfinity Mobile Protection Plan Claims :-

If you accidentally damage your device (drops, spills, cracks), experience mechanical/electrical failure (after the manufacturer’s warranty expires) or lose/have their device stolen can file a claim by:
Visiting mywirelessclaims.com/xfinitymobile,
Downloading the Pocket Geek® Mobile app to begin a claim, or
Calling our protection plan provider, Assurant, at 1-855-884-9771
If the device is lost or stolen, you should also contact us at 1-888-936-4968 to suspend their line to protect themselves against unauthorized use.
When filing an XMPP claim with Assurant, you must have the following information ready:
Their phone number or IMEI, device model and storage size (found in device settings)
Cause, location and date of claim incident
Form of payment for their service fee/deductible, if applicable
Additional documents, such as a police report, government-issued ID or proof of loss may be required.
Once a claim is approved, replacement devices are shipped via next business day delivery, Monday through Friday, when available, at no additional cost. Saturday delivery is available for a $30.00 fee.
You can visit mywirelessclaims.com/xfinitymobile to track their claim. you will also receive notifications about your claim if you provided an email address during the claims process.

Note :- Do not attempt to file XMPP claims for the customer, as they own the device and should enter and attest to the claim details. Assurant will present customers with repair options through an authorized repair center when and where repair service is available upon claim approval.

AppleCare Services for Accidental Damage and Mechanical Failure :-

For iPhone and iPad only, AppleCare Services may be included as part of XMPP for the first 24 months from the date they purchased the device from Xfinity Mobile and enrolled in the Xfinity Mobile Protection Plan, as long as their XMPP coverage remains uninterrupted.
Important: For accidental damage and mechanical/electrical failure (after the manufacturer’s warranty expires) claims on Apple devices, In this case Assurant may re-direct them to Apple if your iPhone or iPad qualifies for AppleCare Services. However, you should still begin their claim at mywirelessclaims.com/xfinitymobile or by calling Assurant.

Replacement scenario :-
The device will be replaced with a reconditioned one of like kind and quality. When a reconditioned device is not available, it will be replaced with a new model of like kind and quality. Device color may vary depending on availability.

You will find a return label and instructions for returning their damaged device within the packaging of your replacement device. If you are returning an Apple device, you must unlock their device, disconnect it from iCloud and erase all the content before returning it.
You can print a replacement label by going to mywirelessclaims.com/xfinitymobile.
Click File or Track a Claim on the homepage.
Enter the information requested and click Track my claim.
Enter their zip code.
Click on the My return instructions tab located on the top right.
Click on the return receipt label link to download the label.

Network setting reset :-
Prior to having the perform a network reset, In this your any saved network data will be removed, such as saved WiFi networks and your passwords, Bluetooth settings, etc., and you will have to be re-entered.