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?

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.

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

By the way congratulations in acquiring your new gateway. 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.


GATEWAY ACTIVATION
Run itg for no connectivity
Select no connectivity
DiagnosticsSet up wifi name and password(provide the guidelines)
Ask customer to check if wifi name is visible and let customer connect
If customer cannot browse website
Send signal (5mins)Advise the customer to connect
Ask customer to check 3-5websites or app

“This is the strategy to solve it. In order to better understand the problem and support me in resolving it with the appropriate tools and troubleshooting instructions, I will be providing a series of questions. I will need your assistance at all times during 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.

--------------------------- 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 gateway and we do some basic troubleshooting and I send signals to your gateway then we successfully activated and now you are can browse a website



CLOSING SPEILS!!!


Congratulations and also many appreciation for your assistance, cooperation, and patience while we activated your gateway, 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 TECHNICIAN

The greatest option I can provide is to send a technician to verify everything on your end as we've already performed all the essential troubleshooting steps and the box hasn't responded to any of our signals.


"Don't worry, our technician will explain everything before he repairs anything. I'm very sorry I couldn't resolve this over the phone, but I'll make sure the best technician will be sent. There could be a $100 fee for this tech visit, but don't worry—if the problem falls under Comcast's responsibility, you won't have to pay an anything. ·

 
I am extremely sorry for the inconvenience for this and I am aware of your hesitation when it comes to scheduling a service. As you can see, we've done everything We could think of to fix this issue. By having a technician to visit your home, they would be able to physically check your wall outlet, internal wirings and even repair the equipment if ever that is the case "


You can notice that the box doesn't seems to be reacting to our signal. Everything is configured correctly on your account, therefore it's possible that the issue is with the equipment rather than a wall outlet, internal wiring, or both. As of right now, sending a technician to look at this for you is the best thing we can do.

 We would know for sure why your equipment isn't responding to the signal I'm sending by having this technician come over. In addition, they would be able to physically inspect the equipment itself as well as the wiring and outlets. As you can see, we checked twice to make sure the wirings were positioned correctly. Also, I can't detect anything incorrect with your account on my end.

 (Customer wants to just swap equipment) that is correct, you can easily swap the equipment to your nearest local service center, but by having the technician appointment, we can ensure that there won’t be any outlet or inside wiring issue. By doing so, we can avoid you from wasting time going to the service center and swapping your equipment.

I would like to thank you for staying on the line with me and for your cooperation in doing the troubleshooting steps. 


I mentioned earlier before we start the trouble shooting process that the (**State the possible reason why that equipment may not work**). However, since the equipment is still offline after the troubleshooting process, I highly recommend that we send someone out to double check everything for you. Personally, I would really love to activate the equipment right now however setting up a technician would be the best resolution 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 don't need to worry about the $100 possible fee because the technician will need to evaluate everything first. If the issue is related to Xfinity, for instance if it has to do with our equipment, the technician will waive the charge.