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 just in case the call will disconnect may I know your best call number 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


--------------------------- Xfinity.com/mobile to purchase online, or you can contact 888-936-4968---------------------------------
(Xfinity My Account App)
You can free to download xfinity my account app, The hassle-free way to manage your Xfinity account anywhere, anytime – with no call needed. It’s easy and fast to access and personalize your WiFi name and password, check for service outages, troubleshoot or refresh your equipment, view and pay your bill, find out your tech’s arrival time, view your channel lineup and update your account whenever and wherever you want.

RECAP
I will give you some heads up of what we done today. You call because you want to activate your cable box and we do some basic troubleshooting and I send signals to your cable box then we successfully activated your cable box



CLOSING SPEILS!!!


Congratulations and also many appreciation for your assistance, cooperation, and patience while we activated your cable box, by the way thank you for your support because without it, this would not be feasible. I can promise you that everything is in order, so take use of the service. I will mark this problem as solved, and I would appreciate any good comments you may have. Is there anything else I can do for you today? Once more, I want to express my sincere thanks for picking xfinity as your service provider. Enjoy your day and be safe.






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.

------------------ Xfinity.com/mobile to purchase online, or you can contact 888-936-4968-------------------------------------------
(Xfinity My Account App)
You can free to download xfinity my account app, The hassle-free way to manage your Xfinity account anywhere, anytime – with no call needed. It’s easy and fast to access and personalize your WiFi name and password, check for service outages, troubleshoot or refresh your equipment, view and pay your bill, find out your tech’s arrival time, view your channel lineup and update your account whenever and wherever you want.

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.



RECAP
I will give you some heads up of what we done today. You call because you want to activate your cable box and we do some basic troubleshooting and I send signals to your cable box then we successfully activated your cable box



CLOSING SPEILS!!!


Congratulations and also many appreciation for your assistance, cooperation, and patience while we activated your cable box, by the way thank you for your support because without it, this would not be feasible. I can promise you that everything is in order, so take use of the service. I will mark this problem as solved, and I would appreciate any good comments you may have. Is there anything else I can do for you today? Once more, I want to express my sincere thanks for picking xfinity as your service provider. Enjoy your day and be safe.






FOR LOYALTY REWARDS


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.









Probing and Troubleshooting

What has been the steps taken to activate the device?
can you tell me about more you've done so far?
may I know what is your specific issue /concern?
I just want to confirm what is your concern all about?
May I know the four digit of your cable box that do you want to activate? please?


ROAD MAPPING
“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 you 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. We will send signals and update the credentials as part of the activation process and you will be eyes and ears today!


SAMPLE LIFESTYLE QUESTIONS·
What is your mobile service provider?
How many lines and How much are you paying every month·
It is a GB plan or unlimited, family shared plan?·
What type of device do you want? Android or iPhone?·
Are you looking into Bringing your own device or getting a new phone? Do you own the phone or we still owe something from that?·
How much data do you usually consume on a daily basis?·
Are you fun of streaming? Online games?




“I have a different provider”
“I can certainly appreciate your willingness with the great service they have given you, however Xfinity is inferior in quality. Additionally, you can get the same quality of service from us for much lower monthly out-of-pocket costs.”.




"I already heard about it.
"That's fantastic. More data options for less money. I'm thankful you heard about Mobile Plans, and to give you an idea, in besides data plan choices, we also provide unlimited countrywide voice and text, which can reduce your mobile bill by up to $400 yearly. Let me check your account to make sure you received the eligibility code and are ready to go..


Customer is doubtful and unresponsive.
I am aware of your existing hesitation. I appreciate your choices, but if it's okay with you, I'd love to tell you about the fantastic features and deals we currently have. Keeping up with the most recent news and trends is a wonderful advantage in this third-world generation, and an Xfinity mobile plan can help. get two lines of unlimited data at the best price, $30 per line per month. Both Xfinity Internet and the Xfinity Unlimited intro service are necessary. The best pricing comparison is based on the lowest price for unlimited 5g plans from the top 3 carriers and two unlimited lines. speeds that drop off after 20 GB of usage per line. Added taxes and fees. Actual savings and data thresholds may differ.



"The price is high."
I'm absolutely aware that the pandemic requires us to manage our finances carefully. But if you could spare a moment, I'd like to discuss a brief summary of the goods and services you'll receive if you choose one of our mobile phone service plans. The American Satisfaction Index ranks Xfinity Mobile's network as the best in the country for customer satisfaction thanks to its combination of the fastest 5G network in the country, the greatest LTE network, and millions of Xfinity Wi-Fi hotspots (ACSI). You may cut your cellular price by up to $400 a year using a variety of savings options. You can call 888-936-4968 or go to Xfinity.com/mobile to make an online transaction.


"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)





“I am not interested at this time”
“I 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’m on a contract”
“I totally understand! I wanted you to be aware of the service and the savings. Between trade-ins on current devices and monthly savings, many customers find real value Xfinity Mobile”. 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.




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.


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.













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.



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