Notes

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*********2 features of cable boxes ******
○1. 1 way addressable 
    * program guide
    * linear live tv
○2. 2 way addressable
    * interactive program guide
    * live channel 
    * Xfinity on demand  
    * pay per view 
    * music choice



 ********Brands of Cable Box*******
○Motorola
○Pace
○Thompson
○Scientific Atlanta 
○Cisco 
○General instrument   SD DTA  -   standard definition digital transport adapter 
HD DTA  -  high definition digital transport adapter 
SD DCT _ Standard Definition digital cable tuner
Legacy Cable Box
HD DCT- high definition Digital cable box
HD DVR - High definition digital Video Recorder  ******REMOTE
-XR2_Univeresal remote 
- ******* Self Install Kit / Getting Started Kit******
******* Professional installation **** ERROR 
DTA (regardless of the box)
MOTOROLA (DCT/DVR)
Cisco and Scientific  (DCT/DVR) 
*** no Picture ***
Cheek connection post down load( after activation)
- you need to download the program 
pre activation( before activation)
- the program has already downloaded the program. ****Types of activation signal****** 
○refresh signal
- refreshes the system of the cable box 
○Initialize signal 
- reboots the cable box
○STB hits 
- part of Einstein ****Timeframes***** 
- Cable box has pre downloaded process it will not turn on yet after 30-40 minutes when the box has error message then its ready for activation 
- bernard soth       

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Make sure your referrals know your complete name and CCMS ident number so they will declare you as their source of application throughout the process. Have them accomplish their iCIMS profile and take the Aspiring Minds Assessment for them to move forward to the next recruitment process. After your referral is hired, wait for your incentive to be credited on your account.  2 features of cable boxes
1 way addressable
*program guide
*linear live TV 2 way addressable
*music choice
-can watch movie and can 
*interactive program guide
*live channels
-paper view is live
BRANDS  of legacy cable
*motorola- SOAOO
*pace
*thompson
*scientific atlanta-not authorized for use(error message)
with dvr (built in) we can use the last 4digit of serial number(mostly 12 character)
*cisco
*general instrument EXAMPLE OF SERIAL NUMBER
1.
SD DTA- Standard Definition Digital Transport Adapter 
error code-340
*small box usually size of a fist
*has HDMI port at the back
*has toggle switch at the back
*does not have a power button
*interactive program guide
BLINKING PATERN
1blink- connection issues
2 blinks per interval- ready for activation
3blinks per interval-reboot process
SD DCT- Standard Definition Digital Cable Tuner *support high definition
*live channels
*
HD DVR- High definition digital video recorder
=recording will lost if it is broken
*supports high definition
*live channels
*interactive program guide
*XFINITY Xr2-universal remote getting started kit-self install kit
-
professional installation-100$ charge for technician checking connection,check coaxile cable, tv input (no picture issue) Types of activation.
signal are being sent during ITG utilization, this usually happens for activation or reactivaton refresh (stg) signal
initialize signal
stb hits DTA AND MOTOROLA-POST DOWNLOAD
DTA-15-30 MINUTES
post download-certain feature that needs to be downloaded after activation
if not activated just follow the ITGs instruction
the customer can already see in their screen like the paper view pre-download- before activation ask if its for repair or for activation
what is the specific issue that i can help you with?
can you tell me more about it?
what's step are already taken?
what do you see on your screen? what a specific 
what have you done so far
Just to confirm is these for first time activation or a repair issue. CONNECTION WHILE DOWNLOADING CUSTOMER CAN SEE BLACK IN THE SCREEN THATS OKAY 
product-
before you open ITG make sure to check if the cable box is activated or disable. check it at the biller GET A BEST CALL BACK NUMBER AT THE BEGGINING OF THE CALL if the call will be disconnected and you already run an ITG just continue

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"Do what you do so well that they will want to see it again and bring their friends. "
-Walt Disney

"Active listening is not only a matter of making yourself available to hear someone talk, but it is showing the sender, physically, that you are receiving and understanding their message on all levels."
-Susan C. Young

"When I think about great service, it's about how you take every interaction you have with the customer and use that as a way to improve their perception of your organization."
-Jon Herstein

The traditional five senses, attributed to Aristotle, are sight, hearing, touch, taste, and smell. However, since then, scientists have concluded that there are many more senses.
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1.) To perceive something by the senses; become aware of

2.) To grasp the meaning of, understand

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Sample conversation about activating the Xfinity internet

Agent While working on the account, I would like to share the additional free benefit with your deal that -You can get access to nearly 17 million Xfinity WiFi hotspots nationwide using your Xfinity ID and Password. To check the availability of hotspots in your area by accessing this link: hotspots.wifi.xfinity.com/
Customer Ok, are you going to send me my Xfinity ID and password??
Agent One more thing I would like to confirm. No, I will share the account number and you can create your ID after that.
Agent Also, you can add Xfinity Flex 4K free streaming device with a voice remote, which gives you access to Peacock Premium. It cost $4.99/mo, and you can watch classical series like Law & Order. Flex also features live sporting events like the Premier League and the 2021 Olympics.
Customer Yes, add it!
Agent Thank you. I'm almost done. Your patience is appreciated.
Customer Ok thank you
Agent Welcome.
Customer And one more question, I don’t have to pay today, everything is going to be on the first bill?
Agent Xfinity My Account app allows you to easily gain access to self-help information and troubleshooting steps on your Apple and Android mobile devices. You can also view and pay your bills and manage services easily on the app
Agent Yes, everything will be reflected on the first bill.
Customer Ok





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Conversation with the user

Primary User
–
If you're interacting with the Primary User, your goal for that interaction may be to help educate and offer a product or service that fits the customer's needs to close a sale right then and there.

Manager
–
If you're interacting with a Manager, your goal may be to discuss the current services to see what the family enjoys most. This can help you recommend other products and services that complement the entire family and enhance their user experience. Remember, the manager can make changes to the account when a credit screening is not required for the change.

Member
–
If you're interacting with a Member, your goal may be to inform the customer on general products or services available to all customers so that they could go back and share with the Primary User.

Viewer
–
If you're interacting with a Viewer, your goal may be to customize the conversation in a way that lets the customer know that, if and when they are ready to have their own account, what type of services or products may be of interest to them.



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*****************ACP*********************
○ What Is the ACP?

The ACP is a federal government program designed to help households connect to internet
and mobile services. 

○Benefits
What Is the ACP Benefit?
The ACP provides a monthly household credit toward any tier of Xfinity Internet service and/or Xfinity Mobile for the duration of the program. The amount of the credit depends on the rate for the services selected.

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.

Comcast is not participating in the one-time discount for devices (laptops, tablets and desktops)


○Availability Details
Where Is the ACP Available?
The ACP is a federal government program and is available nationally to qualifying customers through broadband providers participating in the program.

○Eligibility
Who Is Eligible for the ACP?
A household is eligible for the ACP if the entire household income is at or below 200% of the federal poverty level (for example, $55,500/year for a family of four or $27,180/year for an individual) or if one member of the household meets any of the following criteria:

Qualifies for the federal Lifeline program, including:
Medicaid
SNAP
Supplemental Security Income (SSI)
Federal Public Housing Assistance
Veterans and Survivors Pension Benefit
Tribal Programs for Residents for Qualifying Tribal Lands
Receives benefits under the free and reduced-price school lunch program or the school breakfast program, including through the USDA Community Eligibility Provision.
Received a federal Pell Grant during the current award year.

In order to confirm eligibility for the ACP, Comcast must share certain information about the customer with the federal government.

Back to Top
Covered Services
What Does the ACP Cover?
The ACP applies to monthly charges for Xfinity Internet service, including unlimited data plans (Central and West Divisions only) and leased internet equipment, 30-day refills for Xfinity Prepaid Internet service, and Xfinity Mobile data usage and service fees. Qualified households will receive a total credit of up to $30/month toward these services or up to $75/month for qualified households within Tribal lands. The amount of the credit depends on the rate for the services selected.

If the customer has both Xfinity Internet and Xfinity Mobile services, the ACP benefit will first be applied to the internet portion of their bill. Any remaining ACP benefit will be applied to Xfinity Mobile services.

Are There Any Xfinity Internet or Mobile Services That Are Not Eligible for the ACP?
The ACP credit cannot be used for:

Internet data overage charges
Seven-day refills or purchase of the modem for Xfinity Prepaid Internet service
○Xfinity Mobile device payments
○Xfinity Mobile Protection Plan
○Taxes and fees
○Any non-internet or non-mobile Xfinity products or equipment
○Including Xfinity TV, Xfinity Voice and Xfinity Home

The following types of customers cannot apply their ACP credit toward internet service:

○Customers who receive Xfinity Internet service provided to them by their residential building through Xfinity Communities or Xfinity On Campus and do not have an individual ○Xfinity account with upgraded internet services
○Customers whose Xfinity Internet account is in voluntary seasonal suspend status
○Customers whose Internet Essentials service is provided through an organization or school sponsored program

Any of the above mentioned customers who qualify for the ACP can enroll in the ACP and apply their credit toward their Xfinity Mobile service by calling 1-844-389-4681.


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*************Xfinity App*************
○The Xfinity app is the destination for our Xfinity customers to get the most from their service.

○Overview
The Xfinity app is the destination for Xfinity customers to manage their accounts and get the most from their service.

Xfinity Internet customers have a digital experience to set up and activate their service. And, once they’re set up, the Xfinity app has everything they need to improve their home network with tools like the internet speed test, troubleshooting with the Xfinity Assistant and 24/7 real-time support.


When paired with the xFi Gateway, the Xfinity app also gives xFi customers access to the exclusive features they know and love:

○The ability to see and be alerted to who’s connected.
○Pause devices.
○Set parental controls for safe browsing.
○Protect their network from cyber threats with Advanced Security.
○ Enjoy account management and smart home integration straight from the app.

Xfinity TV/Voice only customers and internet customers who lease an Xfinity Wireless Gateway (XB2) or Xfinity xFi Gateway (XB3 and higher) with Bridge Mode enabled have access to a version of the app with limited features to manage account and access resources and support.

○Benefits
At this time, the Xfinity app offers Xfinity TV, Voice, Mobile and Internet users (including users who have enabled Bridge Mode on their gateway) access to:


Account Management
*Manage billing and make payments.
*Manage identity and view account details.
*Manage account security and update password.
*Manage appointments and find Xfinity Store locations in your areas.
*Manage plan, see Internet Usage Meter, and access offers to make changes.
*View details about Xfinity Mobile bills, including:
○Balance.
○Billing cycle statement.
○Automatic payments information.
○Transaction history.
○Ways to make or schedule a payment.

○Resources and Support
*Learn about Comcast’s privacy policies.
*View our disclosures on “Do Not Sell My Info.”
*Submit feedback on the Xfinity app.
*Explore Help and Support forums.
*Chat with Xfinity Assistant.

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*******Xfinity My Account App Overview*&*******

○The Xfinity My Account app allows customers to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices.

Note: Only Android 4.1 (and later) users can download and install version 1.15 of the Xfinity My Account app. Android 4.0 (and earlier) users can still download and install version 1.14 of the app.

○Account Management
*One-time bill pay by:
*Credit/debit card, including entering card information using a smartphone camera.
*Check.
*Stored payment method on file.

○Enroll in Paperless Billing
○Manage stored payment methods on file.
*Give saved credit cards nicknames.
○Pay delinquent account balance to immediately restore service.
○View account information:
*Name on account.
*Account number.
*Preferred email and phone number on file.
*Billing and service address.
*Security PIN.
*Xfinity Voice number(s) in Account Details.

○View Internet Usage Meter.
○View outage information.
○View service status messaging that displays issues with Home Integrity Check.
○View Comcast Service Center locations and details in your area.
○Change Xfinity password.
○Add an alternate email address or modify the preferred email address.
○Add or edit the secondary contact phone number.
○Check and track the status of orders placed with Xfinity (Overview > My Orders)
○View or change your in-home WiFi network name (SSID) or WiFi password for Comcast-owned Xfinity wireless gateways (currently unavailable for customer-owned Wireless
Gateways).
* Note: The ability to change the WiFi network name (SSID) and WiFi password functionality only applies to the following Comcast-owned Wireless Gateways.
- Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C models under Internet tab > Change WiFi name & password > Change WiFi Name & Password.
-All models under Internet tab > Advanced Settings > Admin Tool.

○Restart your Xfinity Home touchscreen.
○View current Xfinity TV channel lineup and search for specific channels.
○Access the Admin Tool in order to customize wireless gateway settings, including:
*Your network settings.
*Your WiFi network name (SSID).
*Your WiFi network key (password).
*Parental Controls.
*Your public Xfinity WiFi hotspot setting (turn on or off).


**Appointment Information
○Manage technician appointments, including rescheduling.
*Technician's estimated 30-minute arrival window displayed for appointment.
Note: Not applicable in the Central Division; arrival window only displays once the technician is en route.
*Tech Tracker, currently available in the Oregon/SW Washington area and coming soon to additional regions:
Includes name and picture of technician.
*Fifteen minutes prior to appointment, map will display with technician's route.
*For more information, learn how to get additional TechETA details for Central and West Divisions.

**Help and Troubleshooting
○FAQs (searchable).
○Self-help videos.
○TV Interactive Troubleshooting Guides (ITGs).
○Contact options upon failed troubleshooting:
○Request a callback (estimated wait time is displayed).
○Twitter contact (tweet messages to @XfinitySupport).
○Request a callback for billing issues.
○Restart wireless gateway and view signal strength.
○Support for Xfinity Home devices.
○Program your remote (includes XR2, XR5 and XR11 remotes).
○View your channel lineup, including the number of channels in current package.
○View important alerts about your service, including upcoming maintenance (within three days).
○Set up new TV Box and wireless gateways.
○Note: Available for wireless gateway models Arris TG862G, Arris TG852G, Technicolor TC8305C and Technicolor TC8717C.
○Provide common tips for troubleshooting Xfinity Flex.

**Activity History
○Speed tests run.
○Appointments made.
○Calls made (including reason called, duration, ability to rate the call and other details).
*Getting Started kits shipped.
*Over time, additional events will be added to the Activity History screen, including billing information, Xfinity On Demand (XOD) rentals and X1 Refresh functionality.

**Equipment Requirements
Apple
Apple smartphones with iOS 7 or above. While the app can run on iPads in compatibility mode (the app will remain the size it appears on the iPhone), there is no iPad-specific version of the Xfinity My Account app at this time.

Android
Android devices running Ice Cream Sandwich 4.0.3 or higher with a pixel density of HDPI (high) and XHDPI (extra high). On devices with larger screens, MPDI (medium) pixel density is also supported.

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