Notes

OPENING
-------------------------------

Hello , welcome to xfinity support. My name is Akshay. Allow me 2-3 minute to review your previous conversation so that you will not have to repeat yourself and this will be taken care as soon as possible. Your patience is appreciated here.

Hello, welcome to Xfinity Support. My name is Akshay. Who do I have the pleasure of assisting today?

Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.

Thank you for verifiying the account before the chat. I appreciate your efforts and cooperation

Good evening John. Glad to have you on chat.

Hello John, glad to have you on chat.

Hello John, glad to have you on chat. I appreciate your effort's vefiying the account information prior to initiating the chat .

How may I assist you today?

I wish Merry Christmas to you and your family. May this festive season sparkle and shine, may all of your wishes and dreams come true. Merry Christmas and Happy new year :)



ASSURANCE/ EMPATHY/APOLOGY
---------------------------=----------

Thanks for specifying your concern. I will definitely help you with this. Please be rest assured.


Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get your internet working back again to normal. Please be rest assured.


Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.
I will definitely help you to get the internet speed you are paying for. Please be rest assured.


Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment.
I will definitely help you to get your television service working back again. Please be rest assured.


Thanks for specifying your concern. I understand the importance of a proper working phone service in this interconnected digital world.
I will definitely help you to get your phone service working back again. Please be rest assured.


Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to cancel the technician appointment.Please be rest assured.


Thanks for specifying your concern. I will definitely help you to reset the password. Please be rest assured.



TOG
-------------

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.




AUTHENTICATION
---------------------------------

Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.

Please help me with your last name and complete address with zip code, so that I can check your account and help you accordingly.

Please help me with your complete address and zip code, so that I can fetch your account and help you accordingly.

Further to ensure the security and integrity of your account please help me with your 16 digit comcast account number or
last 4 digits of social security number (ssn) or you best best contact number on which I will send one 6 digit authentication code.


Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to
ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.


As I have checked you are not a authorized person on the account. To proceed further and do other troubleshooting steps we need authorised person on the chat .
This is to ensure the privacy and safety of account. Please get the authorised person on the chat.

In case it is not possible to get the authorized person on chat, I will request you to initiate the chat once again when the authorized person is available.




HOLD
--------------------------

Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.

Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.

Allow me to fetch your account details. It will take 1-2 minutes. Please stay connected till then.



UNHOLD
--------------------------
Thanks for allowing me 1-2 minutes to check the status of services and equipment on your account. I appreciate your patience.

Thanks for allowing me 1-2 minutes to do some basic checks on your account. I appreciate your patience.

Thanks for staying connected till I fetched your account details. I appreciate your patience.



PROBING
--------------------------------------
Please tell me what exactly problem are you experiencing?
1) No connectivity at all.
2) Slow speed internet.
3) Intermittent (fluctuating) internet.

Please tell me since how long you are experiencing this issue?

Please tell me are you experiencing this issue on all devices or any one particular device?

Please tell me have you performed any troubleshooting steps before coming on chat?

Please tell me have you performed any speed test before coming on chat?

Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.

Please tell me are you using any additional router/modem apart from the main modem?

In that case I will request you to bypass the additional router and connect directly to that main modem .

Please tell me are you using a wired or wireless internet?

Please tell me are you using any splitter?

A splitter is a small rectangular shaped box that is used to split one way connection into two way. You will find this in the way between wall outlet and modem.


INTERNET TROUBLESHOOTING
---------------------------------------
Please tell me the power light status on your modem. Is it on/off/flashing

I will request you to once unscrew the coaxial cable at the back of modem and screw it back properly. Confirm once done.

As I have checked here, your modem is unreachable/offline at our end. In other words, it has lost it's connectivity with Xfinity end. However please be assured I am working on to fix the issue.
Pleae stay connected.

As I have checked here, your modem is perfectly connected with xfinity end and has no connectivity issue. However let me do some checks at my end to diagnose the strength
of signals being transmitted from xfinity end and to fix the slow speed issue.It will take 2-3 minutes. Please stay connected.

Now I will be sending some refresh signals to the modem. But before that we will need to manually restart the modem.

Please unplug the power cord of modem from outlet, wait for 15 seconds and then plug it back in. Confirm once done.

Once I will send the signals to your modem, chat will be briefly disconnected. We will be reconnected in the same chat window once the connection is
restored in 4-5 minutes. Please do not close the chat window. Is it okay to reset your modem?


-------------------{unresolved no internet /intermittent}----------------------------

I have successfully finished sending refresh signals to the modem. However the modem has failed to reestablish it's connectivity with Xfinity end within
he allotted time even after sending the refresh signals. Therefore I have done all the required troubleshooting on your modem to my best. But as the problem still

persists, the issue falls under the category of out of scope of remote troubleshooting.


There is a requirement to physically examine the modem health, coaxial connections and wall outlet at your premise with the help of a professional technician to
fix this on priority basis. Shall I schedule the technician visit at your place?


-----------------------{ slow speed}-----------------

I have successfully finished sending refresh signals to the modem and found that the strength of signals being transmitted from xfinity end is perfectly healthy.
You are receiving 100% speed from our end. However there seems to be a signal leakage at the other end that is causing speed loss.

{ resolved intermittent}
I have performed the necessary troubleshooting and done some fixes on the modem to ensure that issue doesn't repeat again in future. However still as a extra measure I will
suggest you a technician visit at your pemise. The technician will physically examine the modem health, coaxial connections and wall outlet at your premise.
Shall I schedule the technician visit at your place?


TECHNICIAN VISIT
-------------------------------------------

As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any
charges applicable . So if there is your consent then only he will proceed with troubleshooting.


I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.
I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also to avoid similar inconvenience in the near future and it normally cost $100 for servcie visit. But no worries if the issue is caused by Comcast then the technician fee will be waived off.

Please help me with the best contact number to schedule the technician.

I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than
these are completely occupied. Is this fine with you?


I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.
Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.


There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:


There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

If you are not available for the technician visit then anyone can be there who speaks english and is above 18 years.
They just need to have a copy of ID proof and a letter from you authorizing the person to be there on behalf of you


You will also get an email with all the details of appointment scheduled.


You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.


UID PASSWORD RESET
------------------------------------

Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wifi password?


As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.
To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the
Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.


If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity wifi (in home network).
Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity wifi
(in home network).

So please confirm are you connected to your own Xfinity wifi ?

I have successfully registered your phone number or non comcast email address on the account. However before we reset the account password you will need to verify the
phone number or non comcast email address. And to do this you might have received one sms or email with the verification link mentioned in it.
Please click on that link and verify the same. Confirm once done.


Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.


Since you are not connected to inhome wifi we will not be able to register the rcovery options that your non comcast email address ot phone number on account.
Hence we will not be able to reset the passsword in this way.


However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successfull verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.
2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.
Please let me know how you would like to proceed ?


CLOSING
---------------------------

We worked together as a team to solve the problem. Cheers to our teamwork.

We worked together as a team to diagnose the problem and to find the way to solve it. Cheers to our teamwork.

So to sum up, you were having internet connectivity and cable connectivity problem. Thus I have troubleshooted your modem and successfully fixed the issue.

So to sum up, you are having internet connectivity problem and I have troubleshooted your modem. But as the problem still persists I have arranged a
technician visit at your place to fix this on priority basis.


So to sum up, you were having a query regarding new package and I have helped you regarding the same.


Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?


Thank you for being so amazing and patient with me, probably the best customer I had today. It was really very nice chatting with you.

You have been a fantastic team player in helping me resolve your concern. It was really very nice chatting with you.



NPS close statments:
--------------------------

I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.

Cheers to our team work
It was delightful experience to have such an amazing customer like you on chat. Thank you for the oppertunity and patience and being a wonderful troubleshooting partner.

I must say you are the best person I chatted today who really understand and willing to cooperate with us ..

Is there any other issues I can help you with ? I want to give you best Comcast Customer Experience ,
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day

Is there anything else I can help you with for today?

I hope I have cleared all your concerns for today?

Apart from this issue is there anything else I can help you with? I want to make sure that you a wonderful customer service experience.

Thank you for contacting xfinity support. Have a great day ahead.


OUTAGE AND OUTAGE CREDIT
----------------------------------------

I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution is

Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to atleast apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs and on your next bill.


BAXA
--------------------------

( if cx has internet issue)

While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos
at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/


(if cx has cable issue)

While waiting I wanted to share that with Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can get the entertainment you
love anywhere, on any device. Everything is included at no additional cost. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream
or you can also download Xfinity Stream app from Apple App Store or Google Play.


(if cx has voice issue)

The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).


Xfinity Flex

Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.

Stream over 10,000 free movies and TV shows through apps included free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.

Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you will be able to stream more than 10,000 free movies. Also, access their music choices, like Pandora, iHeartRadio and Amazon Music.



SELF HELP
--------------------


( for all types of internet issue)

Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and
manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.


(in case you schedule tech)

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

(in case you schedule tech)

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple appstore or GooglePlay.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.

(in case of wifi/ account password reset)

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ . It gives you the convenience to change your
Xfinity Account password/ Wi-Fi Network name or password through your tablet /mobile device”


( for all types of internet issue)

I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
I would recommend/suggest trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview


CUSTOMER APPRECIATION
--------------------------

I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.
Till then you can relax and grab a cup of coffee.

I appreciate the attempts made by you to fix the problem from your end.

I appreciate all your working with me. You are doing really great. Please stay connected.

I appreciate your patience. Please stay connected.

Certainly I acknowledge your patience. I am trying my best to resolve the problem as quickly as possible. Please stay connected.

I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.


TENURE AND BUSINESS APPRECIATION
--------------------------------------

I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.

We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for
being a valuable part of Comcast Family.


(IF CUSTOMER IS NEW)

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.




CALL REQUEST
---------------------

I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you.

However you can share your query with me here on chat and I will try my best to resolve it.

Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent.
Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services