Notes

140 Objection Handling We offer the best call clarity, ability to call anywhere anytime in the US for the same monthly price, ability to keep the same telephone number, non-published directory listing service available and of course access to E-911 facilities. ,OP2
141 Objection Handling With our phone service, calling 911 will be automatic, even when the person in need hasn't spoken yet! Your name and address are automatically forwarded by the call center to 911. ,OP3
142 Objection Handling If you use a smartphone, you can also enjoy our Text Messaging service on your Android or Apple devices, or online at Comcast.net, at no additional monthly charge. ,OP4
143 Objection Handling I am confident that you will enjoy this service. ,OP5
144 Objection Handling We provide Interactive functionality: Caller ID on TV and Caller ID on PC, Text Messaging, XFINITY Connect Webmail, Online billing, Voice 2go. ,OP6
145 Objection Handling Please give me an opportunity to explain what features we are offering. ,OP7
146 Objection Handling Buying a handset is just a one-time cost and overall not a lot as compared to the great features this service has to offer. ,OP8
147 Offer Help How may I assist you today? ,as
148 Offer Help I am now reviewing your account information. ,pr4
149 Outage For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored. ,Ou2
150 Outage I am checking the outage details in your area. ,Ou
151 Outage There is an outage and our team is working to resolve it. We expect it to end by …. ,Ou1
152 Password reset May I have the third party email address or your mobile phone number so that we can update the same and send you the reset code ? ,UP3
153 Password reset Please note that you will be able to verify the email address/ phone number updated on account only if connected to Xfinity home network. ,XN
154 Password reset I will provide you the login link and reset code to set up a new password, reset code will be valid for 15 mins. ,PRC
155 Password reset Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset ,PRC1
156 Password reset Your username is ,PRC3
157 Password reset The reset code is sent on email/ phone no. ,prc2
158 Password reset Please confirm me on chat once you are able to login ,PRC5
159 Password reset That's great. Please update the secret question, under ' Settings' tab. So that in future you can create a new password by answering this question. ,CE5
160 Password reset Once you are able to login, you can change the username by clicking on ' Settings' tab. Go to 'Username, password and PINs' option and click on username. ,SUB
161 Password reset The registered mobile number on your account is ......, we will send the password reset code on this number and you will receive that in 1- 2 minutes. This code will expire in 15 minutes. ,PRM1
162 Password reset The registered email ID on your account is ......, we will send the password reset code on this email and you will receive that in 1- 2 minutes. This code will expire in 15 minutes. ,PRE1
163 Password reset As you stated that you will not be able to get the reset code on your email ID on the account , I would request you to please call our customer service assurance department at 1-888-565-4329 between 6 am to 2 am ET/seven days a week. ,PRM2
164 Password reset As you stated that you will not be able to get the reset code on your mobile number on the account , I would request you to please call our customer service assurance department at 1-888-565-4329 between 6 am to 2 am ET/ seven days a week. They will help ,PRE2
165 Password reset I have added the email ID/phone number on account and you will receive a confirmation email/text on email ID/Phone number (Mention ID/Phone number). Please click the link given in message to confirm the changes. ,PRE3
166 Password reset Please let me know on chat once the changes are confirmed ,PRE4
167 Password reset Link in email/text will only work if you are connected to Comcast network. ,PRE5
168 Password reset Navigate this link any time within 72 hours to confirm the email ID/phone number addition, once it is confirmed then you can visit Comcast site and click the forget password option or click the direct link https://idm.xfinity.com/myaccount/reset ,PRE6
169 Password reset I understand and will request you to please contact our customer assurance team at 1888-565-4329 between 06 AM – 02 AM ET / seven days a week. They will assist you in logging to your account ,PRE7
170 Password reset I'd be happy to help you reset your account password. Let's work together to get your account working. ,pp
171 Password reset I will share the steps to generate the reset code and assist with logging into your Xfinity account. May I ask you a few questions to secure your account prior to sharing account related information? ,pse
172 Pleasantries Thank You. ,THX
173 Pleasantries Thank you for the details. ,TST
174 Pleasantries Thank you for that information. ,THA
175 Pleasantries Perfect. ,TA
176 Pleasantries Got it. ,TA1
177 Pleasantries Great. ,grt
178 Pleasantries You're welcome. ,TA2
179 Precall There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation. ,TP
180 Precall If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing t the person to be there on your behalf ,TP1
181 Probing Do you have an existing Comcast account? ,AHA3
182 Probing Please provide the username you are trying to access and reason for login so that I can assist with that as well? ,UP
183 Probing Are you currently at home and connected to Comcast network? ,UP2
184 Probing How long have you been getting this issue and were there any troubleshooting steps performed earlier? ,Ip
185 Probing Are you using additional router with the modem? ,Ip1
186 Probing Are you using any splitter? ,Ip2
194 Probing Would you please confirm the error message which is coming on the TV screen? ,cp3
195 Probing Please confirm in how many devices you are experiencing the same? ,cp4
196 Probing Thank you, I see that you have multiple boxes on your account. Are you receiving the error code on all boxes, or just one? ,omp
197 Rapport Building I want to thank you for your time and patience while resolving your concern, have an awesome day. ,rs3
198 Resolution Confirmation I hope that all the issues are addressed. ,Rs2
199 Sales Done Would you like to make the number publish or non-publish? ,OE6
200 Sales Done I'm confident that you will enjoy our new services! ,AP1
201 Sales Done Great choice This package will provide everything you are looking for. ,AP2
202 Sales Done As per the credit check, you will need to pay a deposit of $...... This will be refunded after 12 months of good paying status with Comcast. ,RF
203 Sales Done For our technician to reach you easily for the installation, please provide 1. Nearest cross street /intersection from the service address 2. Preferred contact numbers for our technician to call before his arrival. ,LAND
204 Sales Done The technician may arrive anytime within your scheduled installation window. Technicians are required to verify customer identification at the time of install, so please be prepared with a valid photo ID upon the technician's arrival at your house. ,Idv
205 Sales Done Please be available throughout the entire appointment window. If you don't answer the pre-call or are not at home when the technician arrives, your appointment may be cancelled or rescheduled. ,PEXP
206 Sales Done These are one-time shipping charges for installation kit and is very easy to install. You just need to follow the manual and can save up to $60 on technician charges. ,SIKR
207 Sales Pitch While looking into your account, I noticed you only have …….. service. I would like to take just a few minutes to make sure you're getting the best value for the services you need. ,TTS
208 Sales Pitch Would you like to get the best value from our services, I might have an awesome offer for you, which I would like to discuss once I resolve your concern. ,TTS1
209 Sales Pitch Let me have a look at your account and find something that fits your needs. ,TTS2
210 Sales Pitch Since you are a sports fan, I can offer you Sports Entertainment pack at discounted rate i.e. $4.99*12 months. Normally this is approx. $10. ,FR
211 Sales Pitch As you are a privileged customer, I can offer you X1 DVR for just $7.99 instead of $19.95. How does that sound? ,FR1
212 Sales Pitch I can see that the cable service on the account is Digital Starter. We can increase the number of channels available by adding Digital Preferred tier for just $9.99. You can enjoy more channels this way. How is that? ,FR2
213 Sales Pitch With this package, I can offer any one of the following; Starz, Showtime, Cinemax, at a discounted price of only $10. Which one would you like to add? ,FR4
214 Sales Pitch I can offer you SPP for free for 1 month. How is that? ,FR5
215 Sales pitch OK great, I see you aren't taking advantage of our Xfinity internet. We have the highest and most reliable speeds, you can always access your favorite movies and shows on the go. ,dp
216 Sales pitch Would you be interested in saving money with an Xfinity Internet and Video bundle? ,dp3
217 Sales pitch Ok, no problem. If you reconsider and want additional info, visit us at Xfinity.com to view our current offers. ,dp5
218 Self Help If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page ,TP6
219 Self Help We have self-service help and tutorials at https://customer.XFINITY.com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps. ,Sh
220 Self Help Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment ,sh2
221 Self Help Here, you can learn more about basic troubleshooting to get your XFINITY services up and running. Link: https://customer.XFINITY.com/help-and-support/phone/self-install-basic-troubleshooting/ ,sh3
222 Self Help To learn more about browser related issues and troubleshooting, please refer the link: https://customer.XFINITY.com/help-and-support/internet/EmailWebBrowsing/ ,sh4
223 Self Help Do you know, every browser has a different settings for saving the details. You can follow the below link to manage/ edit all the saved information https://www.bu.edu/tech/services/support/desktop/software/troubleshooting/removing-password-from-browsers-s ,sh5
224 Self Help Comcast also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/ ,sh6
225 Self Help For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/ ,sh7
226 Self Help Comcast understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/ ,sh8
227 Self Help We appreciate if you want to use your own router to enjoy wireless services and we have self-help links also for you to understand the bridge mode, how we enable it and its features by going to https://customer.XFINITY.com/help-and-support/internet/wirele ,sh9
228 Self Help Comcast provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/ ,sh10
1 Abusive Customer I request you to use professional language so that I can assist you. ,PCX
2 Abusive Customer I request you to please refrain from using foul language, otherwise I will have to leave this chat session. ,PCX1
3 Acknowledgement Let me assist you to log in to your Xfinity account. ,pr
4 Acknowledgement I will check the account for outstanding amount information and will provide the details. ,ami
5 Acknowledgement I will help you in downloading Norton Antivirus. ,wg
6 Acknowledgement I will help you to configure outlook settings. ,oi
7 Acknowledgement I will check the email settings so that you can easily send emails or receive emails. ,ee
8 Acknowledgement Let's go ahead and troubleshoot the internet issue for you. ,sec2
9 Acknowledgement I am sorry for this. I definitely will make sure that it gets addressed immediately. ,apol
10 Acknowledgement I apologize for the inconvenience. Let me help you right away with your issue. ,dc
11 Acknowledgement I apologize for the inconvenience. ,ge
12 Acknowledgement I apologize for the issue you are experiencing with internet services. Let me quickly take care of this. ,sec1
13 Acknowledgement Let's go ahead and troubleshoot the cable issue for you. ,sec3
14 Acknowledgement Let's go ahead and troubleshoot the phone issue for you. ,sec4
15 Acknowledgement I apologize for the issue you are experiencing with cable services. Let me quickly take care of this. ,sec5
16 Acknowledgement I apologize for the issue you are experiencing with phone services. Let me quickly take care of this. ,sec6
17 Acknowledgement Glad you came to chat to take care of your payment, it's an option I use as well. ,PAMT1
18 Acknowledgement Glad to see that you are observing your bill. Let me help you. ,TRBL
19 Acknowledgement Let's troubleshoot together to make it work for you ,cop
20 Acknowledgement Let me trouble shoot the box to make the missing channels available for you. ,cmc
21 Acknowledgement Let me trouble shoot the box to get all the audio settings corrected. ,cai
22 Acknowledgement Let me check the DVR box and help you in getting all the settings. ,cdvr
23 Acknowledgement Let me check the remote settings for you to get it working. ,cri
24 Acknowledgement Let me troubleshoot the cable box to get the guide working properly for you. ,cgi
25 Acknowledgement Let me check the account and troubleshoot so that you can easily access your On demand programming. ,vod
26 Acknowledgement Let's take a look at your PPV issue together. ,ppv
27 Acknowledgement I'll update that on your account now. ,GS1
28 Acknowledgement I am checking if there are any notes on account regarding this ,GS3
29 Acknowledgement Glad you came to chat to take care of your payment, it's an option I use as well. ,pmt
30 Activation To learn more about XFINITY Supported Modems and steps for the modem activation, please refer the link http://mydeviceinfo.XFINITY.com/ ,sh1
31 Additional assistance Do you have any other questions or concerns I can help you with today? ,AA
32 Additional assistance In the meantime I can certainly help you answer any questions not specific to the account today. ,AE1
33 Additional assistance Is there anything else I can assist you with before I transfer you to the correct department? ,AAT
34 Additional assistance Is there anything else I can assist you with? ,ae
35 Additional assistance Do you have any other questions or concerns in regards to your account and once again I really apologize that today on this chat we are unable to assist you. Your account security is my top most priority. ,REB1
36 Additional assistance It has been great to have an opportunity to fix your issue. Is there anything else I may help? ,aa2
37 Authentication Please provide your Comcast account number. ,AHA5
55 Bulk/Business Customer Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance. ,BBA
56 Call back We will forward this to a higher team for further troubleshooting, if required then you will receive a call back from them within 24- 48 hours ,SET3
57 Closing Despite several requests, you are still using unprofessional language so I have to leave this chat session. Thank you for contacting Comcast and have a great day. ,PCX2
58 Closing We appreciate your business and value you as a customer. Please do expect an email notification within 24 hours for the order details. ,WA1
59 Closing I will be happy to get you in touch with the correct department. Comcast values your business. Please stay connected to the chat while I transfer you. ,EWT
61 Comcast Gurantee We are available to answer your questions at your convenience, 24 hours a day, 7 days a week. ,CG1
62 CPNI As you have Comcast home phone service, so please provide the four digit Voice Security PIN to complete the verification. You must have received it when you signed up for phone service. ,CPN
63 CPNI Can we call you on Comcast home phone number. Once we speak, I will provide the reset code on the chat. ,SE
64 CPNI We will be calling you in 2 - 3 minutes. Please stay connected. ,SE1
65 CPNI Thank you for taking our verification call. ,SE3
66 CPNI For future reference, I will send the Voice Security PIN to your Comcast primary email. Once the PIN is received, you can manage it and can use this PIN for authentication purposes in future. ,SEP
68 CPNI I apologize for inconvenience. It is important to protect your account from fraudulent activity and that is why we need to authenticate the account before sharing any information. This is for your information security. ,CUA
69 CPNI Please connect any landline phone with your wireless gateway so that we can initiate call from our end. ,CUA2
70 CPNI I will send the Voice Security PIN to your address through postal mail. You will receive the PIN in 2 to 3 business days. Once you receive this PIN. Please chat back to us. We will help with the account login. ,CUA3
71 CPNI As I have reviewed your account, the security answer is not matching with the system, Can we call you on Comcast home phone number 484-483-7302 . after we speak, I will provide the reset code on the same chat ,SES
72 CPNI My apologies we are only authorized to call on your home phone number. I have sent the CPNI pin. Once you receive PIN, please contact us back and we will reset the password for you. ,REB
73 CPNI I apologize for inconvenience however in this case I will request you to either hookup any landline phone with your wireless gateway or I will send the security pin to your address by US postal, you will receive that in 3-4 days. ,CUA1
74 Credit check A credit check is required to process this order on your account. This credit check will let us know whether a deposit will be required or not. ,DPC2
75 Customer approval Customer name, thank you for contacting Comcast. ,VA
76 Customer approval You are ordering a package for $X per month. ,EDPB
77 Customer approval You are ordering a package at an introductory price of $X per month for X years. It will increase to $X per month at X month. This pricing is subject to the terms of your X month term agreement. ,POB
78 Customer approval This package includes: `nProduct name `nIncluded features and applicable add-ons ,FEB
79 Customer approval 'Your estimated recurring monthly bill will be $X, plus local taxes, government and other fees.' ,MRC
80 Customer approval A Broadcast TV Fee for distributing broadcast TV signals. This fee will be a maximum of $7 per month. (The cost varies by region) `nA Regional Sports Fee for regional sports programming. This fee will be a maximum of $5 per month.' (The cost varies by reg ,TVFEE
81 Customer approval 'We also want to prepare you for how the billing process works and what to expect: `nWe will bill you one month in advance and your first two bills may be different because of partial-month charges, credits and any one-time charges `nNote: On Moves/Transf ,ADB
82 Customer approval 'The following charges will appear on your first bill only: `nOne-time service charge and $X' ,OTC
83 Customer approval 'The amount due today is: $X `nPlus $X for your past due balance (when applicable) ,ADT
84 Customer approval 'Lastly, I'll run through some important details about the terms and conditions of your order. `nThis is a X-month minimum term agreement.' ,TAG
85 Customer approval 'An $X Early Termination Fee (ETF) for (TV, Internet, Voice or Home) will apply if you cancel all services, excluding XFINITY Mobile, during the term of the agreement. The Early Termination Fee decreases monthly. The Early Termination Fee will not apply i ,ETF
86 Customer approval (Insert product name) for $X per month ,EDPU
87 Customer approval (Insert product name) for an introductory price of $X per month for X months. `nIt will increase to $X per month in year X. ,POU
88 Customer approval (Insert product name) for $X per month for X months. Subscription automatically renews at the start of each season, provided we still carry the service, at that season's full-season regular or early bird rate. ,INS
89 Customer approval (Insert equipment name) for an introductory price of $X per month for X years. It will increase to $X per month in year X. ,EQ
90 Derogatory term I am happy to help you. However, our system does not accept the user name/password which you have provided, could you please provide an alternative option? ,DRO1
91 Deviceinfo I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please go to http://mydeviceinfo.comcast.net to see a list of supported modems. ,MNS
92 Do not Disturb Sure, I will do that. Let me verify your phone number. This number has been added to the Comcast Do Not Call List. Please be aware that you still might get another call within the next 30 days. After 30 days, Comcast will not call you with special offers ,dnc
95 Document IDs If returning old equipment: You will continue to be charged for equipment that is not returned 60 days after your new equipment arrives. ,EQP
96 Downtime I apologize for inconvenience caused, as our systems are currently undergoing maintenance and that is why I am unable to pull any account information. I will still be able to help you with any general query and we do not expect the maintenance to take lo ,tu
114 GBYE - Consent I have added ________( mention package name ) for $___ *12/24 months with or without agreement. Equipments price for $___( mention individual equipment price) + taxes & fees of approx $.... There will be one time charge for Self installation kit of $_____ ,GBN
115 GBYE - Consent This is the reference ticket for this interaction CR…. ,HC3
116 GBYE - Consent Address,name,phone number and account verified from I-tab ,itab
117 General Billing Once you are able to login , you can view and pay your bill by selecting 'Billing ' tab. It will give you options to make payment as well as view bill details. ,BP
118 General Billing The current balance on your account is: ,BCB
119 General Billing The equipment charge is modem rental fee. Your current monthly rate is: ,BMR
120 General Billing The PPV line item charge is for the Pay-Per-View program which is ordered by you or someone in your home. ,BPV
121 General Billing ……… is the due date. ,DUE
122 General Billing The services are interrupted due to past delinquent balance on account. Once the pending balance payment is made then we can reactivate the services. ,BSD
123 General Billing Would you be paying the full amount now? ,BFP
124 General Billing I would be happy to process your payment right now on chat. ,BPP
125 General Billing The payment has been successfully processed and the confirmation number is: `n The payment will reflect on your account within 24-48 hours. ,BSP
126 General Billing I will be processing payment of $..... now. ,pcO
127 General Billing Just a quick recap, I've informed you about the outstanding amount along with due date on the account. You can also view your bills online with your My Account at https://customer.comcast.com ,BR1
128 General Billing I am glad that I resolved your concern by processing a one-time payment of …. . The confirmation number is….. . Payment will reflect on your account within 24 hours. ,BOP
129 General Billing Signing up for the Automatic Payment is fast and easy. Go to www.comcast.com/ecobill `n1. Sign in using your Comcast email address and password. `n2. Click on 'Set Up Automatic Payment'. `n3. Choose a payment method. `n4. Enter the bank/credit and billing ,BAP
130 General Billing To make a one-time payment online, follow the link https://customer.xfinity.com/lite/out-of-home ,BSS
131 Guide Helpline I apologize for inconvenience however the support is only available in English language and for assistance in Spanish please contact our Voice team at 1800-934-6489 ,sp
132 Hold Please allow me 1-2 minutes to check the account information for you. ,HL
133 Hold I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected. ,AHL
134 Hold Please stay connected while I am still working on it. ,STY
135 Inactivity I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help. ,NAC
136 Inactivity Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you. ,NAC1
137 Inactivity -It looks like you've possibly walked away, or have left our session. You can contact us at anytime, 24/7 at https://support.xfinity.com/chat or by using self-service options on the myaccount app xfinity.com/myaccount. Thank you for contacting XFINITY Su ,NAC2
138 Number Porting Would you like to port the phone number? ,OE5
38 Authentication Could you please help me with the complete service address along with the zip code ? ,AHA6
39 Authentication What is the last four digits of your social security number? ,SSN
40 Authentication Can you confirm the apartment/Unit number? ,APT
41 Authentication Can you provide me with the Modem Serial Number? It is written on the back panel of modem above the bar code. ,MSN
42 Authentication Please confirm your first and last name along with complete service address. ,AHA
43 Authentication I am sorry, this is not the one updated on the account. Could you please re-verify? ,AHA1
44 Authentication I can't seem to find an account with these details. Could you give me the full service address that appears on your online account or bill? ,AHA2
45 Authentication All this verification is just to keep your account safe from any fraudulent activity. ,UA
46 Authentication Your online account has important information like emails, address book contacts, call logs etc. and that is why we have all these security checks in place. ,UA1
47 Authentication I am sorry the information you have given is not matching with the account. ,UA2
48 Authentication I can connect the chat however my manager will have to follow the same steps of authentication to reset the password. This verification process is to keep your account security intact. ,CUA4
49 Authentication I apologize however the account holder or authorized person can only make changes on the account. ,UNF
50 Authentication We do have another alternative, can you provide the answer to your security question? ,SQE
51 Authentication Can you provide your full name, phone number, complete address along with zip code and last 4 digits of your SSN/account number? ,avr
52 Authorized user I would recommend you to get your name added as an authorized user on account. ,UNF1
53 Authorized user I'm sorry, your name isn't listed on the account as an authorized user. ,SEA
54 Authorized user We can only share the information to account owner or authorized user. This is for the security of Comcast account ,SEA1