Notes

Hi, thank you for calling Comcast, my name is Arvin, may I have your first and last name please? 
Hi Mr/Ms Customer, how are you doing today?
what a beautiful.

I'm glad to hear that you are doing okay, by the way I can see here that you want to activate your internet is this correct. 


before we start smith just in case the call will disconnect may I know your best hour/time to call back?  

congratulations in acquiring your new cable box. I know you are looking forward in having your service activated. But don't you worry because you are in a right person who can help your issue. Just bear with me.


LEGACY CABLE BOX

Comcast how many cable box do you want to activate? 
To identify the affected box please give me at least the last 4 digit of your cable box serial number.
You can find it at the back or bottom of your cable box. great!

is this a new or replacement device? nice!

by the way comcast, what have you done so far?

no worries, since you did not do anything yet we are now going to do a basic troubleshooting and I'll be sending multiple signal to your cable box.

“Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help me to resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process.”
“I will be needing to ask you to perform some steps to check what is stopping us from communication with the internet box.

Alright, please connect your power cord to your power outlet. and tap the power on button at the top of your device. Did you see a power light at your device?  perfect!

just double check if coaxial cable are connected to the cable box and make sure it is finger tight. 

Now check the coaxial cable at the wall plate and to your device if it is already connected.
Please screw your coaxial cable to your cable box just make sure that it is a finger tight.

Well done!

Are you using a splitter? A splitter is a device used to split a cable signal between two or more devices
No worries that's fine

What type of connection are you using to connect to your tv? 

Is it
HDMI?...

Great! 
What are you seeing right now in your screen? 
That's totally fine!

Can please grab your tv remote then click the input button and choose HDMI make sure to click the right input on which you plug in your HDMI cable.

Awesome!

Are you now seeing something on your screen?

Okay I will send the signal to your cable box.

Can your grab your xfinity remote try to change to other channels if its working and try your volume bottom if its working


XI CABLE BOX

Step 4: Just to confirm if the the ethernet cable are not connected at back of your cable box?

Step 5: Ask to the customer if she/he try to  activate the cable box?
Did you try it to activate the cable box in your own?


Step 6: Are you seeing in the screen the ENTER ACCOUNT NUMBER of your television screen?

Step 7. What language did you select? Is that prefer to you?

NEXT.......
I want to inform you that I will send the signal in to your cable box and it will be turn off that is normal so don't you worry.

Apply the SSO and educate or recommend the my xfinity app.


Step 8: What you've seen in your tv screen?
Step9: In order for me to confirm may I know if the remote are working with your tv? Can please check the channel button and volume button? Thank you so much for confirming.





probing question
can you tell me about more?
what you've done so far?
may I know what is your specific issue /concern?
I just want to confirm what is your concern all about?
May I know the four digit of your cable box that do you want to activate? please?