Notes

Hi. Thank you for calling Comcast. My name is Jen.
May I have your first and last name please?
Hello. Ms ... How are you doing today?
Oh Im glad that youre doing alright. By the way, I can see here that you wanna activate you cable box. Is that correct?
First of all, thank you for choosing Xfinity services. Thank you for trying to activate it.
I know you are looking forward in having your service activated. Because even me I get bored easily whenever theres no any other entertainment that I can watch with. But no worries. Rest assured. Youve got the best person on the line. Ill definitely love to help you. So lets get started.

In order for me to pull up your account, May I have your phone number please that is assoc?
Alright. Thank you!
And now I need you to please verify your service address.
Perfect! Thank you!
For the security of this account, I will be sending a code to your email address that is associated with this account. Ms.... i WANT TO CNFIRM IF THE LAST 3 CHARACTERS OF YOUR EMAIL THAT NDICATES IN OUR SYSTEM IS [email protected]? IS THAT ACTIVE EMAIL?
Oh alright. no worries. Can I have your account number instead please?



1. Just to confirm is these for first time activation or for repair issue?
In order for me to identify what is the specifi issues and right tool that oim going to utilizeI will be asking questions. Can you tell me more about it?
What jhave youd done so far?
So we will gonna do basic trouble shooting.We will gonna need to follow steps thoroughly. i will be sending multiple signals. So im gonna be needing your cooperation and youll gonna be my eyes and ears through out the whole process. Would that be alriught?
Perfect! Tysm


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Step 1: How many set up boxes you wanna activate?
Step 2: For me to identify the tv box you wanna activate, May I have the last 4 digits code of the serial number of your cable box it can be found at the back of your cable box please. Thank you?
Step 3: You've mentioned earlier that you want to activate it so this is a new cable box. Right Ms?
Step4: Youve mentioned earlier that you already connected it the power cord. IS it powered on now?

DID YOU ALREADY PLUG THE POWER CORD? / CAN YPU PLEASE GRAB THE POWER CORD AND PLUG IT IN YOUR POWER OUTLET. IS IT POWERED ON NOW?
CHECK THE COAXIAL CABLE AT THE WALL OUTLET: please connect the power cord to the cable outlet
CHEECK THE CABLE AT THE VIDEO DEVICE: can you please grab the coxial cable and and connect to the wall plate and the other end connect it at the back your cable box
ENSURE THE COAXIAL IS CONNECTED TO THE RIGHT PORT: please make sure that its connoected to the right port. Make sure the coax cable is tightened snugly at both ends.
Step 6: do ypu have spliiter? its a device where you can use many devices
Step 7: Is that HDMI or coaxial cable
Step 8: Can you please unplug it for five seconds then plug in it again. Do you see anything on the screen rn? Oh so it means that its a wrong input.
Step 9: please grab your tv remote we are going to set it to the right input. Could you please press INPUT or SOURCE. Please make sure to put it in the hdmi1 at the tv. What about now? do you see anything on the screen?
CX:
Step 10: Oh perfect! Thats actually a good indicator that your box is now ready for activation.
Alright! So im going to send the signal will take around 5mins. Please bear with the process. The screen will just be snowy screen abd dont worry thats fine its normal.
-

alright! please check again the cable box is turned on. Thank you
Can you please check cable box
check channels
check the functionality of your remote. could you please check the volume if its working well. and the channel as well.
is it all good now? working fine?
(IF NO ANG ANSWER ASK WHAT IS THE MODEL OF THE REMOTE may i know the model of your remote? you can find it at the back of your remote or at the battery compartment.
Congratulations! Weve succesfully activated your cable box! Thank you so more cooperating.
Alright! Just a quick recap, you called becuase you wanna activate your cable box. And Iwas able to help you with that one, right? Alrightso i will tag this issue as resolved now. Best call back number. Is there anything else that i can help you with today?
Again, thank you so much for choosing xfinity services. We appreciate your business with comcast. Have a good one. Goodbye!

PITCH:
What provider do you have?·
How much are you paying every month·
It is a GB plan or unlimited, family shared plan?

“I HAVE A DIFFERENT PROVIDER”
“I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.

“I AM NOT INTERESTED AT THIS TIME”
“I completely understand you. Please know that this is a way for you to save money and qualify for Xfinity Mobile service. You can save up to $240 discounts annually towards your internet service and a chance to get more discounts if you bring your own device. Let’s review real quick the qualifications and terms to be eligible. I am sure you’ll love it!

"I will think about it"
It’s alright. Please let us know if you decide and we are happy to help you by giving the best options. As you know that we offer the best mobile plan that provides convenient anytime and anywhere. Xfinity Mobile plan also offers an unlimited use of data based on promotions and unlimited calling and text nationwide. You may also have a Device Payment Plan (DPP) on the eligible devices to receive monthly promotion credit. You can also bring your own compatible device as long as you got the latest version of watch OS along with latest promotion offers. Do you have time to review this? I'll be glad to walk you through (please refer to HOW13334- How to bring your own device with XM).


if you want to know more about our deals you can visit
if you have time please check our website you can find there great deals its xfinity.com/mobile

*Can I ask for your best call back number so that we can get in touch with you if ever theres a need to call.


ACP Affordable connectivity program
The ACP is a federal government program designed to help households connect to internet and mobile services.
Eligible Xfinity customers can receive a credit of up to $30 per month ($75 per month for customers in qualifying Tribal lands) toward their Xfinity Internet, leased internet equipment and/or Xfinity Mobile after completing the enrollment process. youll save big if youll apply for this. Its a great help for you!