Notes

“Hi thank you for calling Xfinity my name is april. May I have your first and last name please?“

Hi John how are you doing today?”“

Glad to hear that your doing fine.  I can see here that you have issues activating your cable box. is that correct?

I can definitely understand that TV is very important nowadays because it’s one of the sources of our entertainment and keeps us updated on the news. but dont worry You've definitely reached the right person to help you out with this issue.”

great. good to hear that

for me to be able to pull up your account. can i have your phone number associated to your account please?

for verification can you pls verify your service address please?

great! may i ask if [email protected] is still active?

no.

got it. can i have your account number instead? if you dont know where you can find it or you dont have one you can check it in your xfinity bill or xfinity receipts.

alright. ill just pull up your account. Please bear with me for a couple more minutes."

than you for patiently waiting. i trully appreciate it. by the way may i ask how many device you want to activate?

awesome! may i know the last 4 digit of your serial number of your cable box? you can find it at the back of your device.


may i know what steps have you taken to resolve this issue?
just to confirm. is this the first time activation?

(billing: may i know if your connections are connected to the device?)


comcast. is your cable box is powered on already?

perfect.
“Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help you resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process and you will be my eyes and ears today!. sounds great right?”

alright. first i need you to check the coaxial cable at the wall plate. is it connected already to your wall plate?
how about your device. is the coaxial cable is connected already? just to make sure that you put the coaxial cable at the right input. could you please check it at the back of your device? is it connected to the in port section in your device? please let me know if you successfully connected the coaxial cable and make sure that its finger tight. not to tight and not to lose, okay?

after that, may i know if you are using splitter? ( A splitter is a device used to split a cable signal between two or more devices. A splitter weakens the signal level, which can cause intermittent loss of service or, in rare cases, service failure.)

got it. i suggest that you removed that one, it might cause lag or intermittent loss of service.


comcast may i know what type of connection you are using to connect the video device to the television?

alright. next thing we need to do is i will be sending a signals to your cable box in order for us to proceed to the next step.

now, may i ask what are you seeing in your screen right now? are you seeing some error message? may i know whats the message written on your screen?

"im seeing black csreen?"

dont you worry. its normal. the device is preparing for activation so please bare with that for a moment. the activation usually takes hours, your patient is highly appreciated. (DTA 15-30 MINUTES) (motorola 2 hours)

alright. now, do you have your remote right now? can you grab it for me? will just check the functinality of your remote.

perfect.
is the volume button is functioning well? how about the channel and powered on button.

may i know what model is your remote is? you can find it at the back portion of your remote. or you can find it at the battery compartment of your remote.


comcast may ask if you have you downloaded the xfinity app already?


~got it. when you open the app, you need to sign in, using your xfinity id and password. but if you don't have one you can still sign up.
by clicking create account. do you see the create button?
~YES
~great. 2) select get started to begin the process of setting up your gateway. (If you have trouble as soon as you sign up just go to the account icon found at the top corner of the overview tab on the xfinity app and then select activate xfi gateway under the device section.
~ (3) after that, the xfinity app will lead you through the necessary process to set up your gateway. the xfinity app will also give you tips where is the best spot for your gateway. (Have you find a good spot already MS brown? perfect!
4) once you found the best spot. follow the instructions written on your screen.
~MS brown may i ask if you see some lights above your gateway and what color is it right now? is it blinking or a solid light?
~ (5) if you see the light is still blinking it means your gateway is ready to activate. and then select ready to go. THE ACTIVATION USUALLY TAKES 1 TO 3 MINUTES. BY THE WAY MAY I KNOW... what much mobile data you normally use?

if you want. i would share to you that xfinity have a latest offer. This is an exciting offer which you can save more money and enjoy the best data options from Xfinity”. Let me discuss on how we can save up to $20 towards your internet bill with an estimated $240 savings every year.

~IM NOT INTERESRTED
~I truly understand that this is not part of your prospect but If I you may give me few minutes and opportunity to discuss the amazing benefits of getting a mobile plan that will truly help you conveniently. We can visit to Xfinity.com/mobile to view important details of our latest promotions, or you can also purchase online. If you happen to change your mind you can also contact 888-936-4968. thank you for letting me share this to you comcast.

comcast is your device is power on already?

are you still seeing some error message on your screen?

awesome! now your cable box is successfully activated.

What we did was we check the error message/code, we review the connections of the box, send signals and ensures the Xfinity remote is working. You were able see TV channels and use the amazing Xfinity voice remote. I am glad we have everything covered and working! Is there anything else that I can assist you with?”

awesome.