Notes

-https://www.xfinity.com/mobile/learn/plan/details
-https://www.xfinity.com/mobile/learn/network-coverage
-https://www.xfinity.com/mobile/support/article/how-to-use-phone-as-personal-hotspot
-https://www.xfinity.com/mobile/support/article/what-is-wifi-calling
-HOW7622 - X1 Activation Process Overview999999999
https://www.xfinity.com/mobile/shop/phone/galaxy-s23-ultra?colorName=Green
HOW21468 - Xfinity Mobile 2023 Promotions
https://www.xfinity.com/mobile/learn/savings-calculator/?INTCMP=ILC:plan_text
-https://www.xfinity.com/learn/flexINTERNET

-Hi. Thank you for calling Comcast. My name is Ime.
-May I have your first and last name please?
-Hello. Customer/Training.. How are you doing today?
-I can see here that you want to activate your internet service. / I can see here that you're having issues with your internet. what equipment are we trying to activate? is it a modem or a cable box? Is that correct? Is that right? :) (listen to response)
-Awesome/Great. First of all, Thank you for choosing Xfinity. Thank you for the effort in picking your gateway to the nearest Xfinity store/Thank you for trying to activate it. We highly appreciate you as our customer. I totally understand how internet and telephone service is important for us nowadays, its almost our basic necessity. Even me, I don't think I can imagine surviving without an internet. So rest assured that you have reached the right person to help you with this and by the end of this call we will already get to enjoy your internet. Thats great right? :D

-Perfect. (Authenticate: Phone number, service address, email, account number) 8993116990041762/8771401730243896/
IF UNVERIFIED: Set expectations
As you cant give me your account number, i will need to mark you as an unverified caller. i can assist you with troubleshooting, but i cant disclose any information in this account and you cant set any technician appointments . Would that be okay?


WHAT HAVE YOU DONE SO FAR (CUSTOMER)? HAVE YOU TRIED ACTIVATING IT ON YOUR OWN?

ROADMAPPING
Just a heads up, here are the steps that were going to do in order for us to fully fix/activate your issue fix this. First is I will be asking some questions for me to run the right diagnostics then use the right troubleshooting guide and then we will be also be sending signals to communicate with modem but if the equipment doesn't respond, we need to schedule a technician. Alright? So I need your cooperation and i will be needing for you to be my eyes and hands throughout the process. Sounds good right?
Fantastic! Thank you so much!


Alright so can you please tell me more about it. Are you experiencing no connectivity. Is this for first time activation or it is working before?



XFINITY MYACCOUNT APP
Anyway Comcast, you can also download the Xfinity my account app. Wherein it will allow you to easier access to self-help information and some troubleshooting steps on your mobile devices. You can also view your outage information, Internet Usage Meter, Comcast Service Center locations and details in your area, view your data use and call logs in real time, manage payment options, switch back-and-forth between data options, order a new device or add additional lines, and even reschedule a technician anytime you need it.

Customer Timeline (LOYALTY) :D
-Oh Comcast, I can see here that you have been with us for such a long time for 14years and 3months(comcast)/10yrs&3mnths (bobby)/9yrs&6mnths(training). Thank you for staying with us (customer). Congratulations!! :D And as our loyal customer we will be giving you an Xfinity Rewards, this is our way of appreciating our valued customer with a mix of special perks and unique experiences. On the Platinum honor, You can now enjoy a $1 Movie Rentals and access to free content, discounts at Universal Parks & Resorts, and Xfinity Mobile benefits and savings. XFINITY.COM/REWARDS

PITCH

“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 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 discus


ITG
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I can see here on my end that your modem is offline.
May I know the status of the light of your modem please. Is it ON, OFF or FLASHING?
FLASHING
Could you please check for me if the power cord is connected to your modem and the other end on your wall outlet.
And also please make sure that its not connected to any power strip.
Thank you!
So what about now? Is the power light lit solid now?
CX:
Splendid! So were going to check the connections now.
Could you please screw up the coaxial cable into the back of your gateway and screw the other end into a wall outlet and make sure it's finger tight and connected to the right port. Please do make sure to place that into it's original installed outlet.
Do you use amplifier by any chance?
Nest step to do is we'll going to do a manual restart. This can take up to 10mins for the device to come back online. But you can opt to receive a text message to confirm the resolution if ever you're in a hurry or you want to troubleshoot with me right now?
CX: wants to do it now
Alright! Could you please remove the power cord from the wall outlet, and remove the battery if ever you're using one and wait for 15 seconds. Then reinsert the battery and plug it back in.
Mr/Ms since we restarted the modem, we have to wait for 5mins for the device to reboot. So while waiting, I just want to remind you that we have Xfinity My account App you can dl it at apple store or in google play. Wherein you can see your bills there and make payments as well. There's also basic troubleshooting guide there just in case and you can also make a tech appointment there. And many many more.
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LIFESTYLE QUESTIONS & PITCH (While waiting, i want gladly to discuss with you about the best special features and benefits of Xfinity mobile.)
-By the way, i can see here that you dont have any mobile service yet? or do you have any mobile service provider?
-How much are you paying every month?
-What type of device do you want? Android or iPhone?·
-Are you looking into Bringing your own device or getting a new phone?
-How much data do you usually consume on a daily basis?·
-Coz you know we have a lot of promotions you can choose from. Like bringing your own device and also we have device payment plan wherein you can choose the latest models of Samsung and Iphone.
-"How many are you in the family?" You can add extra lines to your account for no extra fee, and the price per line remains the same. (For example, a family of four could have two unlimited lines and two 1Gb lines. The only prerequisite is that you need be an Xfinity Internet customer.) "How many are you in the family?"
-Who are you with in the house?
-Do you work at home or or not? corporate job?
-Do you travel a lot? abroad?
-What do you usually do with your phone?



FEATURES AND BENEFITS OF XM:
-As an Xfinity internet customer, you are eligible for exclusive Xfinity mobile offers. There are options for every need, We 2 special plans available plan just for you. BY THE GIG is great for customers who dont require unlimited data, you only need to pay for the Gigabytes you used, wherein in you can save money. And 5G is included on all new data plans at no additional cost. If you prefer to use your mobile phones for streaming or hotspots, we also have great UNLIMITED plans. The more lines you add, the more you save as well. Just as you said earlier.. (REFLECT ON LIFESTYLE QUESTION ANSWERS)
-Xfinity mobile is cheaper than those of the top four major carriers; one line on Xfinity's unlimited plan is almost half the cost of the same package of other brands.
-If ireject: Plus good news, as an Xfinity Internet customer, you can get an Xfinity Flex 4K streaming TV box to enjoy your favorite apps all in one place just for free! Totally amazing right? ;D
-If ireject again: I totally understand (customer), i just want to let you know good opportunities for you to be able to save more. We care for you as a customer. Thank you for giving your time to share with you our best deals. (customer)

"FLEXIBLE, NO HUSTLES"
-Xfinity is also flexible and stress free because there are no long term contracts to commit with. you can cancel or switch anytime according to your needs within 30 days of your next billing cycle. (e.g. high data month)

"CONTROL"
-Data you can track, control, and change anytime online or in our Xfinity app

"I WANT TO SAVE"
-Good news, because Xfinity mobile is cheaper than those of the top four major carriers; one line on Xfinity's unlimited plan is almost half the cost of the same package of other brands.

"XM REMINDERS/GENERAL"
-Stream, browse and text on our unlimited plan up and use up to 20Gb but after between 20GB to 50GB of data usage per line, speeds will reduced. Also, when you're on Unlimited, you’ll experience slower data in times of High Network Traffic, like in a crowded stadium but unlike other mobile provider Xfinity's slower speed is at 1.5mbps
-unlike other providers they put limit on how much data you can use when tethering (sharing phones Internet connection with other devices)
-XfInity provides a total of different 18million WiFi hotspots, that would you lessen your data usage, and help you save more!
-Xfinity has millions of Wifi Hotspots throughout our service area to make sure you are always connected. You can connect to Xfinity wifi from any wireless device lie laptop, cellphone or tablet or any device that has browser already installed. Just download the Xfinity WiFi Hotspots app from App Store or in Google play
>Equipment, international and roaming charges, taxes and fees, including regulatory recovery fees, surcharges, and other applicable charges extra, and subject to change.

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DEFINITIONS
*Splitter - is a device wherein you can connect multiple equipment in a single wall outlet. It is used to split a cable signal between two or more devices. A splitter weakens the signal level, which can cause intermittent loss of service or, in rare cases, service failure.
*Coaxial cable - it is a type of round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive metal shielding and other components engineered to block signal interference.
*Amplifier - is an electronic device used to increase the magnitude of voltage/current/power of an input signal.
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TECHNICIAN APPOINTMENT/ISSUE RESOLVED
Unverified:
-Mr. Customer upon checking here, as much as i love to activate your device however it is not responding it is still offline after doing everything and I have already exhausted all my tools here. So the best resolution that i can offer for you now is to send a technician, since our technician will be able to physically check the equipment and the connections including the inside wirings and all other possible reasons as to why the equipment is still not activated over the phone. You just need to wait for 24 hours and if you're still gonna experience the same issue, you can Utilize the tools available in Xfinity MyAccount App, to know more deeper about this issue and schedule a technician. But as you're an unverified call, you can use instead the guide on the right troubleshooting.

CONTINUE HERE IF VERIFIED-For the tech visit there will be a possible charge of $100. You don’t need to worry about the $100 possible charge because technician will need to do an assessment first, If it is Xfinity related issue example something to do with our equipment, then the tech will waive the charge. Alright?
During the tech visit there must be adult over the age of 18 throughout the appointment. All pets must be secure for the safety of everyone. And please also make sure to move your furniture to avoid any inconvenience if ever you're using the internet for a very important matter pls tell the technician first. Alright?
-Would you like to proceed with scheduling the appointment?
-Is this your best contact number for the day of appointment?
Thank you so much for that!
-Has anyone in the home tested positive for the Corona virus?
If NO: Great! We can go ahead and schedule based on your availability.
-We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing.

Verified:
-Congratulations Bobby!, your cable box is now activated! you can now enjoy watching your favorite movie. Did I help you today?
*YES.
-Perfect! I will now tag this issue as resolved. Thank you for being my eyes and hands throughout the process. So let's have a short recap of What we did we have checked the cables, run some diagnostics, some troubleshooting and programming your remote. Now! I am just glad we have everything covered and working together!
-Is there anything else i can help you with?
*NO
- Before i let you go i would appreciate any feedback from you in regards to the services" "So again, this is Emillene from Xfinity department. Have a great day and stay safe. Bye bye. :))))))))))))))))))