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MMICHAEL SHAFFER
MICHAEL SHAFFER


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You: I am here for you Michael, I hope we are c...
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Chat ID: 763751430560492545
MMICHAEL SHAFFER

Michael Shaffer
8396511562085572
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Nov 30, 2022 10:00 AM CST
CEN-10201-Billing

Nov 30, 2022 10:00 AM CST
CEN-10201-Billing

Dec 1, 2022 6:31 PM CST
CEN-10201-Billing

Dec 1, 2022 6:31 PM CST
CEN-10201-Billing

Dec 7, 2022 12:50 PM CST
DIV-10323-XH-Home-Security-Repair

Dec 7, 2022 12:50 PM CST
DIV-10323-XH-Home-Security-Repair

Dec 26, 2022 9:29 AM CST
CEN-10201-Billing

Dec 26, 2022 9:29 AM CST
CEN-10201-Billing

Jan 2, 2023 1:16 PM CST
CEN-10201-Billing

Jan 2, 2023 1:16 PM CST
CEN-10201-Billing

Feb 6, 2023 9:39 AM CST
No topic identified
NEW CONVERSATION
Contact Reason: I see you may have a concern about your service.
07:39:24 AM
Page Markersunmarked page, unmarked page, unmarked page, unmarked page, unmarked page, unmarked page, XFN-O-7-Hub, XFN-O-7-Hub, unmarked page, unmarked page
07:39:24 AM
Page Markerunmarked page
07:39:24 AM
UserAgentMozilla/5.0 (Linux; Android 11; GM1915) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/109.0.0.0 Mobile Safari/537.36
MMICHAEL SHAFFER
09:39:24 AM CSTWeb Chat
Connecting from Xfinity Assistant. I have a question about internet.
07:39:25 AM
Account8396511562085572
07:39:25 AM
ID_AuthF
07:39:25 AM
Initial_UtteranceConnecting from Xfinity Assistant. I have a question about internet.
07:39:25 AM
https://www.xfinity.com/xfinityassistant/?XA3=active&mobile=true&platform=xFiMobileXAAndroid&channel=xFiMobile
07:39:25 AM
Page Markerunmarked page
You09:39:27 AM CSTWeb Chat
Hi Michael, thank you for contacting Xfinity. My name is Piyush. How may I help you today?
MMICHAEL SHAFFER
09:40:02 AM CSTWeb Chat
Hello trying to figure out whether there's any possibility of taking a smaller payment to maintain service it was supposed to be $150 spread between two payments I was curious if I can do smaller that's at all possible I would appreciate it
You09:40:07 AM CSTWeb Chat
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 :)
MMICHAEL SHAFFER
09:40:21 AM CSTWeb Chat
Michael shaffer
You09:40:42 AM CSTWeb Chat
Hey Michael, I hope that you are doing well today:)
MMICHAEL SHAFFER
09:41:06 AM CSTWeb Chat
Hello trying to figure out whether there's any possibility of taking a smaller payment to maintain service it was supposed to be $150 spread between two payments I was curious if I can do smaller that's at all possible I would appreciate it
You09:41:27 AM CSTWeb Chat
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.
MMICHAEL SHAFFER
09:41:44 AM CSTWeb Chat
Okay thank you
You09:42:26 AM CSTWeb Chat
Pleasure all mine.
You09:44:48 AM CSTWeb Chat
We do have an installment plan, Let me help you with the enrollment for it.
09:45
Please help me with your email address.
MMICHAEL SHAFFER
09:45:20 AM CSTWeb Chat
[email protected]
You09:45:28 AM CSTWeb Chat
Thank you.
09:46
As I can see you are already enrolled in the installment plan.
09:46
In which you are already paying in installments.
MMICHAEL SHAFFER
09:46:41 AM CSTWeb Chat
Yes I was curious if there was any way of getting smaller amount was supposed to be $150 but the payroll check that I had was not enough to cover that I have 100 I didn't know if that was possible or if there was a way to make that work so I don't lose service
You09:47:12 AM CSTWeb Chat
There is a best way for it.
09:47
As it will reduce your bill and moreover, you will have a good deal with it.
MMICHAEL SHAFFER
09:48:36 AM CSTWeb Chat
Yes I talk with somebody and they said I had till Wednesday to make the 150 payment to avoid losing service but I only have a hundred so I'm trying to figure out if there's a way to make the hundred work
You09:50:02 AM CSTWeb Chat
I got it.
09:50
As there is a way for that.
09:50
It is known as triple play.
09:51
as you already have internet and flex box.
09:51
as if you enroll for Xfinity mobile, you will get the discount and the effect of the installment.
09:51
as you just have to port an existing number with us, or you should get a new number.
MMICHAEL SHAFFER
09:52:25 AM CSTWeb Chat
Like I said right now I have $100 that I can put towards it so if this adding the mobile cost money then that takes away from the money that I have available to pay on the payment which would still affect my service on Wednesday or Thursday I'm just trying to avoid losing service at this point
You09:52:59 AM CSTWeb Chat
Let me explain it to you.
09:53
As the money you will pay for the mobile will be totally refundable, as it will be only $15-$17, and moreover, I assure you for this as if you enroll for it.
09:54
your services won't get interrupted on Wednesday and Thursday.
09:54
as the amount you pay for mobile will be refundable right after you pay it.
09:54
it will get reversed to you.
MMICHAEL SHAFFER
09:55:05 AM CSTWeb Chat
So then what about the 150 for the previous payment arrangement how does that work to avoid losing service
You09:55:31 AM CSTWeb Chat
as I have explained the triple pay, It will save your services getting interuppted.
09:55
Please take my word, Michael.
MMICHAEL SHAFFER
09:56:15 AM CSTWeb Chat
Okay so say I do the mobile and I pay the 15 to $17 add a number at some point would I be able to Port my current numbers and replace that number and then also when would my first bill be and how much since I would still owe the $150
You09:57:01 AM CSTWeb Chat
Yes, you will be able to port your current number's
09:57
As there will be $15 or $17 for it, moreover, you will get upto $30 for your internet services.
09:58
monthly**
09:58
That will be FREE of cost for the mobile line.
09:58
each month.
MMICHAEL SHAFFER
09:58:51 AM CSTWeb Chat
But how does that keep my service on after Wednesday if I still owe $150 that's where I'm confused how does that negate what I owe
You09:59:30 AM CSTWeb Chat
As having a triple pay gives you access to have some extension on your account.
10:00
as you already enrolled in installment plan, and have internet and the flex box as a kind if cable from us, so having a mobile line with it, will help you getting your services active.
10:00
Please mark my words Michael.
MMICHAEL SHAFFER
10:01:00 AM CSTWeb Chat
What kind of extension and how hard would it be to set this up since I'm at work and don't have much time and I'd be able to make a payment with you using a credit card for the 15 to 17 whatever it is
You10:01:29 AM CSTWeb Chat
Yes, got it, as it will hardly take 5-7 minutes.
10:01
I would need some details, to set it up.
10:01
Please help me with the complete SSN and DOB to proceed further.
MMICHAEL SHAFFER
10:03:05 AM CSTWeb Chat
600440934 juky22 1982
You10:03:19 AM CSTWeb Chat
Thank you.
10:03
Please help me with the number you want to port in.
MMICHAEL SHAFFER
10:04:40 AM CSTWeb Chat
I don't want to Port my number in currently cuz I don't have a phone available to use your service so we have to be a brand new number but I was asking whether I'd be able to court my number in after the fact
You10:05:09 AM CSTWeb Chat
sure, I will help you with the new number.
10:05
as will you please help me with the IMEI number of your mobile.
MMICHAEL SHAFFER
10:05:58 AM CSTWeb Chat
My cell phone does not Port over I discussed like last month about trying it but I would need a new phone that's why I don't have the money to do it if I have to purchase a phone too if I can just set it up and then buy a phone later that would be fine
You10:06:30 AM CSTWeb Chat
I got your point Michael.
10:07
as if you port in any number that you have, I will help you with the FREE IPHONE SE 5G right away.
10:07
in order to get a new number, if you have any device you can share the IMEI, as you can keep the same device.
MMICHAEL SHAFFER
10:07:58 AM CSTWeb Chat
Yeah but I would have to pay taxes like I said I'm trying to avoid that
You10:08:09 AM CSTWeb Chat
I got it.
10:08
As In that case, let me go through and check a new phone for you.
10:08
as if it will be $25 or something around, I would request you to grab it, as the amount will get reversed right after to your account.
10:09
As it is totally refundable.
MMICHAEL SHAFFER
10:09:23 AM CSTWeb Chat
$25 for what
You10:10:05 AM CSTWeb Chat
As I will help you with a new phone, as please rest be assured the amount will get refunded.
10:10
Take my word, Michael.
You10:12:04 AM CSTWeb Chat
Almost done.
10:12
This will be the EST. PAY TODAY
$20.86

10:12
As you have to pay a refundable amount of just $20.86 now.
You10:14:26 AM CSTWeb Chat
As in just $20.86 you are getting FREE mobile phone along with it, so it will help you in getting your services working without any interruption.
You10:16:36 AM CSTWeb Chat
Hope that we are still connected Michael.
You10:22:16 AM CSTWeb Chat
I am here for you Michael, I hope we are connected?
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I am here for you Michael, I hope we are connected?
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I hope we didn't lose each other. Could you please confirm if we are connected?

Sound good?

Did you know Xfinity now offers mobile services?
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As, If I sign you up for xfinity mobile services it will save your hundreds of dollars.



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Meanwhile, We are waiting, I would like to inform you that you do have FREE IPHONE SE 5G on your account.



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Meanwhile, we are waiting, Just to let you know you Qualify for Xfinity mobile services in which if you Port an existing phone number you will get a FREE IPHONE SE 5G.



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8495600451016846



8495600451084299



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Opening
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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 :)





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Connect
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Hey Customer, I hope that you and your family member's are doing well today❤️



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Meanwhile, how was your day :)



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So, what's your dinner plans for today:)



Meanwhile, How was your dinner and what you had in it:)



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So, what do you prefer doing on your free time:)



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I must say you are the best person I chatted today who really understand and willing to cooperate with us :)





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Transfer
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Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. Let me connect you with the dedicated team as they will help you out in enrolling in the Xfinity rewards program and to avail best rewards.



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As just to let you know, there is a fabulous promotion on your account, in which you should either avail a FREE MOBILE PHONE or a $200 Prepaid gift card, Let me connect you with the dedicated team, as they will help you on priority basis to grab this amazing deal.





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Address
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Please help me with your complete service address along with the zip code, so that I may go through your account.







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Assurance
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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.



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I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you out with it.





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HOLD
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Allow me a moment to do some basic checks on your account. Please stay connected till then.



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I do value your time. However it will take few more minutes of yours. Please stay connected with me.



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I would request you to follow up the steps that I may share with you throughout the chat.







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XM
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Qualify for Xfinity

Mobile Hundreds of dollars a year

How much you are paying

Each line with your own device

Plans starting as low

400 Off on Flagship

You are eligible for Xfinity Mobile

Credited on your monthly bills

I can help sign you up for Xfinity

Port an existing phone number

Sign you up for Xfinity Mobile



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Out of the curiosity, May I please know that how much you are paying for your current mobile services:)





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XM Review
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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.





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Troubleshoot Step
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I would request you to please unplug your Modem from the wall outlet and after waiting for 20 seconds, please plug it back in, As I have sent the fresh signals from my end.





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TOG
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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



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





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Payment Arrangement
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I know that you are in 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 wont hesitate to do so..



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The 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



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As a customer myself I would to help you restore the services today however since the system has 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





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Technician
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I have escalated this issue to the tier 2 advance team, as they are our advance back end team , who work on the issue on priority basis, Moreover I have raised an open ticket to our technical team and they will help you out with your concern for sure and will resolved the issue with proper diagnosis and troubleshoot.



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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.



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I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.





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Callback
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This is the helpline number (1800-934-6489) of our dedicated team as they will help you out on priority basis with your concern and while you are on call with them, I am here for you, if you still need my help.



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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





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Helpline Number's
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Helpline : 1800-934-6489



Collection team 1866-470-6654

gift card 1800-526-3268

wifi pass 1866-489-0919

SIK activation 1855-652-3446

prepaid 1-855757-7372

Home security 18882235723

UPS store 18889364968

Xfinity mobile 18889364968

internet essentials 18558468376

Seasonal hold 18886334266

Activation 18556523446

retention 18664706654

Movers 18884853514

CSA 18885654329

CSA / data usage 18778076581

pods team 18555517534

Bulk 18003913000

Accessibility 8553089989





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BAXA
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While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.





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Self Help
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Just 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.





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Additional Assistance
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Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?





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Closing
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It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner🙌



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I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.

Cheers to our team work❤️



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It's my pleasure to chat with customer like you, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat.. You have shown utmost cooperation and it is heartwarming.❤️





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Feedback
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I would love to hear about your chat experience with me today, if you had like to share your thoughts you can click the "end chat option". I would appreciate any feedback on the service that i have provided you today.❤️



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Once the chat is over your will get the page where I would appreciate your feedback for the assistance and experience I have provided during the chat. I hope you have an amazing day ahead. ❤️