Notes

Hi, thank you for calling Comcast, my name is Arvin, may I have your first and last name please?
Hi Mr/Ms Customer, how are you doing today?
what a beautiful.

I'm glad to hear that you are doing okay, by the way I can see here that you want to activate your internet is this correct.


before we start smith just in case the call will disconnect may I know your best hour/time to call back?

congratulations in acquiring your new cable box. I know you are looking forward in having your service activated. But don't you worry because you are in a right person who can help your issue. Just bear with me.


LEGACY CABLE BOX

Comcast how many cable box do you want to activate?
To identify the affected box please give me at least the last 4 digit of your cable box serial number.
You can find it at the back or bottom of your cable box. great!

is this a new or replacement device? nice!

by the way comcast, what have you done so far?

no worries, since you did not do anything yet we are now going to do a basic troubleshooting and I'll be sending multiple signal to your cable box.

“Here is the plan to fix this. I will be asking a series of questions for me to better understand the issue and help me to resolve it with the right tools and troubleshooting guide. I will be needing your cooperation throughout the process.”


“I will be needing to ask you to perform some steps to check what is stopping us from communication with the internet box.

Alright, please connect your power cord to your power outlet. and tap the power on button at the top of your device. Did you see a power light at your device? perfect!



just double check if coaxial cable are connected to the cable box and make sure it is finger tight.



Now check the coaxial cable at the wall plate and to your device if it is already connected.


Please screw your coaxial cable to your cable box just make sure that it is a finger tight.

Well done!

Are you using a splitter? A splitter is a device used to split a cable signal between two or more devices
No worries that's fine

What type of connection are you using to connect to your tv?

Is it
HDMI?...

Great!
What are you seeing right now in your screen?
That's totally fine!

Can please grab your tv remote then click the input button and choose HDMI make sure to click the right input on which you plug in your HDMI cable.

Awesome!

Are you now seeing something on your screen?

Okay I will send the signal to your cable box.

Can your grab your xfinity remote try to change to other channels if its working and try your volume bottom if its working


CLOSING SPEILS!!!

I will tagged this issue resolved, anything else that I can help you today? Any positive feedbacks coming from you will be appreciated. Again thank you so much for choosing xfinity as your service provider. Have a great day and stay safe goodbye!!!!






XI CABLE BOX

Step 4: Just to confirm if the the ethernet cable are not connected at back of your cable box?

Step 5: Ask to the customer if she/he try to activate the cable box?




Did you try it to activate the cable box in your own?


Step 6: Are you seeing in the screen the ENTER ACCOUNT NUMBER of your television screen?

Step 7. What language did you select? Is that prefer to you?

NEXT.......
I want to inform you that I will send the signal in to your cable box and it will be turn off that is normal so don't you worry.

Apply the SSO and educate or recommend the my xfinity app.


Step 8: What you've seen in your tv screen?
Step9: In order for me to confirm may I know if the remote are working with your tv? Can please check the channel button and volume button? Thank you so much for confirming.


CLOSING SPEILS!!!

I will tagged this issue resolved, anything else that I can help you today? Any positive feedbacks coming from you will be appreciated. Again thank you so much for choosing xfinity as your service provider. Have a great day and stay safe goodbye!!!!











1. Thank you for visiting xfinity today. Before I help you find the right product and service for you, there is a government benefit program

2. It's the affordable connectivity program that could save you up to $30 a month on internet costs. There is information on how to see if you qualify. the xfinity app makes it easy1.simply download the xfinity app and log in with your xfinity id2.Visit Account in the xfinity app to find xfinity rewards

3. Then, click to join and start exploring rewardsor you visit to our website at xfinity.com/rewards.We are always adding more rewards and see what rewards are waiting


FOR EXISTING CUSTOMER

Thank your for being a member of our gold tier! As part of our xfinity rewards program, you have access to all kinds of good stuff. It's free to you and you already have a rewards waiting. Download the xfinity app to join and browse your rewards. It's our way to saying thanks to our valued customer.

if customer is not yet joined: To get treated to simple delights like movie nights, family activities, and exclusive xfinity discount.



if customer already joined: I'm glad you already joined xfinity rewards you can use the xfinity app for activating your service checking and managing your account and discovering the xfinity rewards perks and experiences already available to you.


FOR NEW CUSTOMER
Thanks for becoming an xfinity customer! Did you know that as part of the xfinity rewards program you already have rewards waiting for you just for being a customer? Download the xfinity app to join and browse your rewards. It's our way to saying thanks.
























Xfinity Stream App Overview
Customers can turn any Apple or Android smartphone or tablet into a personal TV screen using the Xfinity Stream app.

Stream live news and sports, schedule DVR recordings, watch thousands of Xfinity On Demand shows and movies, and download your DVR and purchased movie library. Plus, rent or buy movies and shows (Android devices in-app and from xfinity.com/stream in your web browser) and watch on the small screen or the big screen.


Note: Pay-Per-View programming can’t be streamed through the app at this time.

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.

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.

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.
Xfinity Apps for Mobile Devices Customers can access an overview of our most popular apps at xfinity.com/apps. To email customers a link to the website, see instructions on downloading an Xfinity app.

Notes: Xfinity apps are not supported on devices that have been jailbroken (iOS) or rooted (Android).
Customers who have altered their devices using one of these methods will need to restore their devices in order to use our apps.