Notes

OPENING :-
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VERFICATION SCRIPT :-
To authenticate the account, please confirm your full name, complete service address with zip code and the last 4 digits of XM stored payment method.
Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.
Further to ensure the security and integrity of your account please help me with last 4 digits of your stored payment method.

TENURE AND BUSINESS APPRECIATION :-
I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for
being a valuable part of Comcast Family.

HOLD :-
Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.
Thanks for staying connected till I fetched your account details. I appreciate your patience.

CLOSING STATEMENT :-
1. You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!
2. It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else I can assist you with today?

TOG:-
Meanwhile, Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.

ASSURANCE:-
Thank you for bringing this to my attention. I completely understand your concern please be assured let me pull up the account detail and help you in best possible way.
Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

REPO BUILDING :-
I am fetching up the account details it may take few minutes. In meantime may I know how's your day going so far?
I am working on your concern. In meantime may I know how much do you like to stream Netflix or Prime videos?

CALL REQUEST :-
I wish I could make call. However as we are from XM chat support team we are not authorized to make calls. No need to worry please give me a chance to assist your with your concern.
However you can share your query with me here on chat and I will try my best to resolve it.
Sure, If you want on call assistance, we have dedicated helpline number. I would request you to please call on : 1800-934-6489. However the procedure is same, If you allow me I can help you over the chat.
Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services

WHEN CUSTOMER IS MOVING :-
I know this is an exciting time for you as you are moving to a new place I hope you will enjoy the place with your lived ones

MOBILE NETWORK TROUBLESHOOTING (ANDE METHOD)
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FOR AGENT :- First of all you need to check the account status of the customer. It must be show at CN status.
If the 4G status shows as RS, the device didn't complete OTA (Over the Air) validation.

I request you to restart your device to retry the activation.
Please make sure that your device is running on the latest operating system (OS) software update.

IF STILL IN RS STATUS IN RSSx :-
Just to inform you that, As you are not able to complete the activation steps so It is necessary to perform a factory reset to complete the activation process from the beginning.

IF CUSTOMER IS OPTING FOR NEW NUMBER :-
Once your device will be reset then You will receive over the OTA (Over the Air) validation. So you can complete the activation steps through it. Once you will complete the steps then it will be activated within 15 minutes.

IF CUSTOMER IS PORTING THE NUMBER :-
Once your device will be reset then I request you to fill the correct porting information and complete the activation process.
Once the activation steps will be done then usually it will take 24 to 48 hours to activate the number. Also it's depends on the old service provider as well.
Until your Xfinity number will not activated till then your number will work with your old service provider.

LOOK FOR ENABLE FEATURES :-
Verify either Comcast 4G Data Feature (for first generation customers) or COMCAST QCI9 DATA FEATURE accompanied by WS QUALITY OF SERVICE (for second generation customers who don't have the HD pass), as well as the MPN Dynamic IP Pool are enabled. If features are disabled, they will not be listed. The features will need to be added to the impacted line through the Network Provisioning Tool.

PROBING QUESITON:-
May I know Since how long you are getting this issue?
May I know are you getting this issue outside the building or inside the building?
May I know how many network bars you are getting on the device?
Thanks for specifying your concern. I understand the importance of it so please be assured I will definitely help you to fix the issue.
I am understanding this is getting hectic for you, let me go ahead and dig a little deeper to fix this for you.

RESOLUTION:-
As the issue is only happening in one location, It might be that this area may not have coverage or may have external factors obstructing the signal.
I request you to please if you are inside a building then I suggest you to please move towards a window or go outside and check that is your issue resolved or not.
For agent :- (Some houses and commercial buildings can absorb/reflect cellular signal. This can be a common problem when the customer reports signal issues in the basement of their home. Advise the customer that this is unfortunately an issue with the building material and not the device. If the issue is happening in multiple areas, check if the customer has a third-party protective case; if so, remove it. Some cases can interfere with the device antenna.

FOR IPHONES:- (Determine signal strength on the phone)
For that I request you to Dial *3001#12345#* and then open the menu list, then select LTE and then Serving cell Meas. Then you can see the signal strength of your device. Please help me with the information of rsrq and dBm level.
Press the back arrow to exit the Field Test.
For agent ( The information listed beside rsrq0 is the dBm level. (This will appear as a negative number.) The closer the number is to 0, the better the signal strength )

FOR ANDROID:- (Determine signal strength on the phone)
I request you to please Tap Settings > About Phone > Status > SIM Card Status > Signal Strength. (This will appear as a negative number.)
(The closer the number is to 0, the better the signal strength. (Note: Signal strength can also be tested with the PG Mobile app for Android devices.)

CALLING ISSUE :-
Please ensure that number your listed under "reachable at" in your device settings.
Please make sure call forwarding is not enabled in your device. If it is enabled then you can disable it by dial *73.

DROPPING CALL ISSUE :-
As you are getting Drop calls or audio issues during calls For that So I request you that dial #832 on your device after every failed call.

IF THE ISSUE FROM THE DEVICE :-
*Verify that the firmware (Software) installed on the device is updated to the current version available.
If you recently activated an Apple device and getting issue with your data connection, I request you to follow these steps:-
1- May I know what network is displayed next to the cellular network signal indicator on the device’s home screen.
2- If Verizon is displayed, you must update your device by connecting to WiFi.
3- After a few seconds, your device screen should be prompted to update Carrier Settings. Upon doing so, Xfinity Mobile should be displayed as the carrier.
*Complete a network reset and restart the phone, and then run diagnostics for the device. This means using the Device Diagnostics section in XM360 for Apple devices, or PG Mobile for Android devices.
Backup the device and do a Factory Data reset.
Backup the device and do a Factory Data reset as "New." This allows a clean slate for the device. You don't want to backup and restore what was previously on the device, if you are not able to determine if the issue was with an app, for instance, or if the issue is with the device itself. If the issue is resolved, it is an issue with an app or setting. If not resolved, then further troubleshooting is needed with the device.

(ISSUE WILL BE ESCLATED TO VERIZON FOR AGENT)
Customer is unable to place or receive incoming calls: The Verizon agent will need to know the exact error message the customer is receiving.
Customer is unable to send or receive text messages: The Verizon agent will need to know what application is being used to send or receive messages.
Ensure that the customer has their number listed under "reachable at" in their settings before contacting Verizon.
Data speed is slower than normal: The Verizon agent will need to know the Upload Speed, Download Speed, and the website or application that is being used to run data speed tests.
Caller ID name is transmitting incorrectly: The Verizon agent will need to know the name being displayed and the landline number being called, or they won't be able to escalate or troubleshoot the issue.
Note: The customer must be informed that the transmitting information will be changed to Wireless Caller, as Xfinity Mobile cannot change it to a specific name.
Ask if the customer is having the issue with a single call or text or all calls and texts.
Customer is unable to send or receive text messages: The Verizon agent will need to know what application is being used to send or receive messages. Ensure that the customer has their number listed under "reachable at" in their settings before contacting Verizon.

BATTERY AND CHARGING ISSUE :-
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May I know, Since how long you are getting this issue?
Just to confirm, are you utilising the orignal charging/lighting cable and adapter to charger your device?
Just to confirm, are you aware about the battery power saver mode?
I request you to turn on the Battery power saver mode on your device so it will help you to save the battery of your device.
Also I request you to please if possible then swap your charger as well. Sometimes it might be issue with the charger.

BAXA :-
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Meanwhile I would like to share that. As you have Xfinity Internet so you can have the access to Internet service whenever and wherever you want Hence to provide a world class service and that too free of cost we have millions of hotspot at the access of your fingertips. You can check the nearby hotspots using the link mentioned by clicking "Find a Hotspot" on link : wifi.xfinity.com/
Meanwhile, we have new Xfinity Rewards Program that offers our customers awesome rewards just for being loyal valued Xfinity customer! All you have to do is sign up via our my account app or we will gladly send you over the link but it’s as simple as signing up and sitting back and seeing rewards come your way as our thank you!
You can also try to fix internet issue, check for service outages, pay bills, manage your account online, see your appointments you can also cancel them using this app - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

UID PASSWORD RESET
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Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wifi password?
As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.
To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.
If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity wifi (in home network).
Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity wifi
(in home network).
So please confirm are you connected to your own Xfinity wifi ?
I have successfully registered your phone number or non comcast email address on the account. However before we reset the account password you will need to verify the
phone number or non comcast email address. And to do this you might have received one sms or email with the verification link mentioned in it.
Please click on that link and verify the same. Confirm once done.
Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.

Since you are not connected to inhome wifi we will not be able to register the rcovery options that your non comcast email address ot phone number on account.
Hence we will not be able to reset the passsword in this way.
However I have an alternative option for you
In this I will add the details now on account and once you reach home out to home then you can verify it when your device is connected with your home network Xfinity Wi-Fi.

PAYMENT ARRANGEMENT SCENARIO :-
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.
As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

Prepaid Helpline : 1855-757-7372
Mobile helpline : 1-888-936-4968
Service cancellation link : https://www.xfinity.com/support/cancel-service.
Internet essential : 1-855-846-8376, https://ec.comcast.com/request-chat-support.
Equipment activation : www.xfinity.com/activate.
Movers helpline : 1888-485-3514.
Channel lineup : You can view channel line-up at: http://www.XFINITY.com/programming/channellineup/nopackages.html
Retention helpline : 1866-470-6654
CSA helpline : 1888-565-4329
Password reset link :Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset
Seasonal hold : 1888-633-4266
Activation helpline : 1855-652-3446
Helpline : 1800-934-6489