Notes

OVERALL

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?
2. Perfect! And what have you done so far? Did
3. And how many set up boxes are experiencing this issue? How many cable boxex you want to activate
For me to identify the affected tv box, 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?
Is this a new cable box? Youve mentioned earlier that you want to actuvate it so this is a new cable box
Alright! Thank you!
Mr., C may i know what are you seing om the screen? thats actually an idnication that yoe box is now ready for activtion
Or May i know if the cable box if on? Is there a power light in the cable box.


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Step 1: How many set up boxes you wanna activate?
Step 2: For me to identify the affected tv box, 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: Mr., C may i know what are you seing om the screen? thats actually an idnication that yoe box is now ready for activtion
Or May i know if the cable box if on? Is there a power light in the cable box.
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
Switch your TV to the correct input. If you connected the box to an HDMI port on your TV, switch to the HDMI input that matches that port.
if yppu put hdmi 1 please make sure to put it in the hdmi1 at the tv
Wher you ab;lle to set the input in the tv?
are you seeing an error messgae right now?
Wonderful thats actlly indction that yor boX now is resdy for actvation.
im going to send the signal will take around 5mins. The screen will just be snowy screen abd dont worry thats fine its normal.
you need to wait like an hour for it to fully avtivate.
-

alright! please check again the cable box is turned on. Thank you
Can you please check cable box
cjech 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.


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.


X1- ON SCREEN ACTIVATION

2 TYPES IX X1 BOX
1. PRIMARY CAN WORK WITHOUT OTHER BOX. ARE INDEPENDENT BOX
2 KINDS OF PROMARY
-XG1 AND XG2
XG1V4 MOST HIGHTECH; CAN DO BLUETOOTH, CAN ALSO RECORD, THIS HAS 6 TUNERS, CAN USE 5 SECONDARY.
XG1V1
XG2 NON DVR CABLE BOX; HAS 4 TUNERS; CAN ACCOMMODATE 3 SECONDARY BOXES; ADDITIONAL CHARGE FOR DVR SERVICES $10 RENTAL FEE ADDITIONAL $10 = $20;

2. SECONDARY, CANNOT WORK WITHOUT PRIMARY BOX
XIONE- ONLY GIVEN TO FLEX SERVICE OR STREAMING SERVICE; SPECIFICALLY FOR XFINITY FLEX; NO NUMBER COZ FOR STREAMING; WIRELESS
XI6- CAPABLE FOR 4K RESOLUTION CABLE BOX; NO COAX PORT; THIS TYPE OF CABLE BOX IS WIRELESS; USED FOR CUSTOMER WHO DOESNT WANT WIRE AND USUALLY HAS SAT OR HIGH INTERNET SPEED
XI5 NOT CAPABLE OF 4K
XID
RNG150 NO APPLICATION LIKE YOUTUBE OR NETFLIX; NON 4K RES; NON DVR;

WITH XFINITY STREAM APP, YOU CAN
XFINITY MOBILE APP IS JUST FOR MOBILE
XFINITY MY ACCOUNT APP