Notes

INTERNET

Hi. Thank you for calling Comcast. My name is Jenny.
May I have your first and last name please?
Hello. Ms ... How are you doing today?
Oh I'm glad that you're doing alright. By the way, I can see here that you're having issues with your internet. Is that correct?
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.

PULL OUT THE ACCOUNT

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 aso be sending signals to communicate with modem. 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
Just a friendly reminder that the Xfinity My Account app will allow you to manage your account, view and pay the bills, check out and order current discounts and promotions, even set technician appointments, and 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.

BYOD
You can keep the phone you are using now on. When you bring your own device with no phone line or activation fees you only pay for your data saving you hundreds on your wireless bill every year cos you'll get $10 discount when you sign up for AutoPay or paperless billing.

XFINITY MOBILE
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!

Great news the modem is responding back here in my end.
The next step we need to do is we're going to set your wifi name and password. Alright?
So let's start with the Wifi name first. May I know what's your desired Wifi name please. It should be atleast 4 characters long. It maybe alphanumeric and using profanity words is not allowed. Alright?
Let's proceed now with your wifi password. It should be at least 8 characters long. And again no profanity please
Perfect! So do you see your wifi name and password now? Splendid! Now can you please check if you can connect to internet. Please browse atleast 3 websites.
(If can't connect)
Alright! So I will be sending signal again and I'll let you know once it's done or please tell me if you can already connect. Alright?

And by the way, Upon checking here you are already ....years 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.

Congratulations! We have successfully activated your internet. I'm so glad that you are now able to connect to you're internet. Let me do a quick recap, you called because you wantewd to activate your internet. So what we did is we check the status of your modem, did some troubleshooting steps. Change the wifi name and password. And we have successfully ativated your internet, right?
Alright! Thank you so much for cooperating with me. I appreciate your time and effort. So I will tag this issue as resolved now. Is there anything that I can further assist? Once again, thank you for choosing Xfinity Services and having business with Comcast. Take care and have a good one. Bye for now.

PITCH
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?·
Are you fun of streaming? Online games?
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. Do you have time to review this? I'll be glad to walk you through.

ACP AFFORDABLE CONNECTIVITY PROGRAM
The ACP is a federal government program designed to help households connect to internet and mobile services.
Eligible Xfinity customers can receive a credit of up to $30 per month ($75 per month for customers in qualifying Tribal lands) toward their Xfinity Internet, leased internet equipment and/or Xfinity Mobile after completing the enrollment process. you'll save big if you'll apply for this. Its a great help for you!

you did a good job in cnnctng wires
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, upon checking here you have been with us for 10yrs and 3 months (Comcast vp bobby flay) So thank you so much for loyalty with Xfinity. With that, I have good news for you! 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.


BYOD
You can keep the phone you are using now on i prayed you're not work by switching to xfinity mobile. When you bring your own device with no phone line or activation fees you only pay for your data saving you hundreds on your wireless bill every year cos you'll get $10 discount when you sign up for AutoPay or paperless billing.

XFINITY MOBILE
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 10 gb 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.
Xfinity mobile is that they now run on verizon which is a largest network. They have incredibly fast 5g speeds and the most 4g coverage so you're likely never be out without service with xfinity mobile.
Xfinity mobile has a vast hospot network and that matters because if you are in xfinity mobile your phone will switch between data and wi-fi depending on which is stronger. With 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 we have that here too in Philippines.

(Advice the customer that the INternet Device did not come back)
Upon checking here on my end, the device did not come back online. Tried sending signals but it didnt work so the last resort we have is for technician appointment.

XFINITY AMBASSADOR/XFINITY WIFI HOTSPOTS