Notes

INTERNET
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 and telephone service. Is that right? :) (listen to response)
-Awesome. First of all, 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. Thats great right? :D
>Glad that you're doing good. By the way, I can see here that you're having issues with your internet. what equipment are we trying to activate? is it modem or cable box? Is that correct? (IF IT TOOK SO LONG)
-First of all, thank you for choosing Xfinity services. and thank you for trying to activate it.
I know you are looking forward in having your service activated. I certainly understand the importance of the internet nowadays especially in our work and in studies as well. But no worries. Rest assured. You've got the best person on the line. Ill definitely love to help you. So lets go ahead and get this started. Let's just take it step by step. Let me know when you’re ready.

PULL OUT THE ACCOUNT 6107908864 / 8771401730243896number

ROADMAPPING
Here is the plan to fix this. i will be asking series of questions for me to identify the issue and use the right tool and proper troubleshooting guide. Well gonna do basic troubleshooting. I'll also be sending signals to communicate with modem but if the equipment didnt respond, we need to schedule technician. Alright? So I'll be needing your cooperation with this one and you'll gonna be my eyes and hands throughout the process. Sounds a good plan to you?
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?

Just to confirm if I'm working with the right equipment, Is this the modem that we're going to activate the last four characters of the CMAC address is 9CA0, right?
CX:
Perfect! TYSM
Alright! Let me just run some diagnostics here I'll try to communicate with your modem. I'll let you know once it's done. Alright?

SSO

By the way, do you already downloaded the Xfinity Stream App? Yeah cos with Xfinity Stream App you can browse and watch your favorite movies and sports with your family. So you dont have to miss must watch movies.

And Upon checking here you are already 14yrs and 3mos with Xfinity. Thank you so much for your loyalty. And because of that
XFINITY REWARDS
We have xfinity rewards that offers a mix of special perks and experiences to you just for being a customer. And it's easy to sign up and it's such an amazing program you get to enjoy. You can redeem as many rewards as you want within your tier. Here are some of the things that you can expect when you sign xfinity rewards: dollar movies, a chance to win tickets to unique experiences and many more. Both adults and kids can enjoy. Just go to xfinity.com/rewards and sign up. Start earning and redeeming your points now.

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.
By the way,
What mobile service provider do you have?·
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?
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.
XFINITY MOBILE
I would love to share that our Xfinity Mobile service is made to save you money. You’ll receive unlimited nationwide talk and text, and access to millions of Xfinity Wi-Fi hotspots. As well as all of the latest phones are available. We also have the Pay by the gig your price starts at $15 month for 1 gb and then goes up to $30 for 3 gb and $60 for 10 gb this is a shared data so you could have four lines or say the 60 dollar plan and split 10gb of data between two people and you're still pay $60 if your a person who doesn't use a lot of data or you're in a family or household that doesn't use a lot of data and you want to pay less for your cellphone bill this is a great option for you. This plans also includes hd 720p streaming options and you have access to hotspots that cuts into your data usage.
With Xfinity Mobile you can access to millions of hotspots locations you'll never be without service so you can be guaranteed awesome service no matter where you are and in this day and age that's really important, right? especially when you're outside or when you travel. Wow! That's really amazing!


Mr. Customer upon checking here, as much i love to activate your device however is not responding its is offline after doing everything and Ive already exhausted all my tools here.

Oh before I forgot this very important information,
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 store.

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