Notes

Name:
Account number:
Phone number:
Context:
-https://www.xfinity.com/mobile/learn/plan/details
-https://www.xfinity.com/mobile/support/article/how-to-use-phone-as-personal-hotspot
-https://www.xfinity.com/mobile/support/article/what-is-wifi-calling

*MBPS- Megabits per second
*GBPS- Gigabytes per second
*720p- pixels, high definition (HD)


FEATURES AND BENEFITS OF XM:
"You can build your custmomized Xfinity Mobile Plan. We have the best and easiest options you can have for your plan." Choose between any Unlimited or By the Gig data plan and pick the right option for each line on your account to save together with multi-line pricing.

*General
-provides access to its extensive network of over 18 MILLION WIFI HOTSPOTS
-Your phone calls are always sent over the cell towers, but your data gets prioritized on one of Xfinity’s hotspots. This will likely save you money on data.
-Our data options are totally FLEXIBLE. Streaming, browsing, texting — (everyone uses their devices differently) Combine By the Gig and Unlimited data so everyone gets just what they need.

*Price
-Xfinity Mobile’s service is significantly cheaper than those of the top four major carriers — one line on Xfinity’s unlimited plan is almost half the cost of the same package from competitors.
-You can save money because you only need pay for the Gigabytes you used.
-*Plan Types (XM offers straightforward, customizable plans, so you only pay for the data you use. unlike othes that offer multiple tiers and confusing structures)
Xfinity Mobile offers just three easy and simple options you can choose from:
-Free, unlimited calling and text messaging with no data
-Free, unlimited calling and text messaging with per-gigabyte data
-Free, unlimited calling and text messaging with unlimited data
-"How many are you in the family?" You can add extra lines to your account for no extra fee, and the price per line remains the same. (For example, a family of four could have two unlimited lines and two 1Gb lines. The only prerequisite is that you need be an Xfinity Internet customer.) "How many are you in the family?"

*Contracts
Xfinity Mobile has never required a long-term contract for its wireless mobile service. So you can Cancel within 30 days of your next billing cycle and just pay for that month (plus any device payments). You can also easily move between plans month by month. Know you’re likely to have a high data month? Bump up to unlimited then drop back down to your regular usage plan the following month.
-You also won’t be cut off, slowed down, or need to log into an account to “upgrade” your usage to avoid overage charges, as other carriers make you do. If you use up your regular data allotment, simply pay for each additional gigabyte — no extra fees or “overage” charges.

*About Xfinity Mobile data:
-Speeds will be reduced after 20 GB, 30 GB, or 50 GB of data usage per line, depending on your Unlimited data plan.
-Also, when you're on Unlimited, you’ll experience slower data in times of high network traffic, like in a crowded stadium.

*Extra Features
Xfinity Mobile has some other added benefits to consider:
-Faster speeds with unlimited data: On the unlimited data plan, you can use up to 20Gb at 4G LTE speeds. After that, your speed may drop down, but unlike all the other carriers, Xfinity Mobile’s “slower” speed is 1.5 Mbps.
-Faster data: Because Xfinity uses WiFi hotspots and cell towers, when you’re on WiFi you may see a substantial increase in speed. None of the other top wireless carriers offer this feature.
-Faster hotspots: Nearly all the major carriers put limits on how many gigabytes you can use when tethering (sharing your phone’s Internet connection with other devices, such as laptops and tablets). But with Xfinity, you can use all your unlimited data on tethering (up to the 20Gb at high speeds).
-Streaming options: As an Xfinity X1 subscriber, you can stream live television, on demand content, and recorded shows on a smartphone using the Xfinity Stream App.
-Find your phone: X1 Voice Remote to find your phone! Priceless!

Key benefits and features of Xfinity Mobile include:
*No Line Access Fees
-Get up to five lines automatically included when you add Xfinity Mobile to your Xfinity Internet service, with no line access fees, unlimited talk and text, and your first 100 MB of shared 4G LTE data included – all at no extra cost.
*Unlimited
– Consume all the cellular data you want for one set price for up to five lines.2 $65 per line on up to five lines with no usage limits, or $45 per line for our customers with our best X1 packages.
*By the Gig
– $12 per GB of cellular data across all lines on an account each month. Seventy percent of U.S. wireless customers use less than 5 GB of cellular data per month3, so families can share their data across devices and will only pay for what they use.
*Flexibility – Your can mix-and-match on an account so that each person can choose the way to pay for data that makes sense for them.
*No Penalties – Easily switch back-and-forth between data options at no cost. If you find that you have used more data on a "By the Gig" option one month, you can then switch to "Unlimited" for that month, then switch back the next month with no penalties.
*A Simpler Solution for Entertainment and Internet Both In and Out of the Home
-Take the friction out of connecting to Wi-Fi by auto-connecting to Comcast’s millions of Xfinity WiFi hotspots and finding the best internet connection at home.
*When using Xfinity Mobile, you’re already signed into your other Xfinity apps
– whether it’s watching up to 200 live TV channels and 40,000 On Demand movies and shows with the Xfinity Stream app, or controlling your home devices from the road with the Xfinity Home app.
*24x7 customer support via text message
– designed to support the way customers use their smartphones today.
*Use the Xfinity Mobile app to view your data use and call logs in real time, manage payment options, switch back-and-forth between data options, order a new device or add additional lines.
*24x7 support available from a dedicated Xfinity Mobile call center support team, available to assist with any questions.


How Does 5G Internet Speed Compare to Cable?
-A wired cable connection is reliable, secure, much more consistent and proven to be fast enough to meet the needs of gamers and streamers alike. For example, Xfinity has internet speeds of up to 1.2 Gbps that are between 6 and 36 times faster than 5G home Internet, and up to 6 Gigs if you’re in need of some serious bandwidth. 5G home internet is sold as a range of speeds all at the same price because they cannot yet control for quality. 5G home internet is capable of reaching speeds faster than 4G, however the product doesn’t always live up to the promise. Like we mentioned, even if you’re across the street from a 5G tower, your 5G internet speed and reliability may still fluctuate.

What Internet Speed Is Right for You?
-So, you know you want fast and reliable internet service but you’re not sure which speed is right for you? Different types of internet usage require different internet speeds. If you’re gaming online or streaming your favorite shows and movies, you need fast and reliable internet.

With Xfinity Internet, you can find reliable internet up to 6 Gigs, along with a variety of price and speed options to fit your needs. Whether it’s Gig speed for online gaming or supersonic WiFi for supercharging your home, Xfinity has something for everyone. 

-Plus, as an Xfinity Internet customer, you can get a free Xfinity Flex 4K streaming TV box to enjoy your favorite apps all in one place, as well as over 20 million secure WiFi hotspots nationwide from any device.



*Nikki Gbr - Account number: 8344100010012132 - Phone number: (484) 480-6637
*Xhs Training / Comcast Rhitraining - Account number: 8499106990065647 - Phone number: (267) 559-6134
*Comcast Dummy / Comcast VP / Bobby Flay - Acc. #: 8344100010012132 - Phone #: (484) 480-6637
**Comcast Rhitraining / Xfinity training - Account number: 8499106990223733 - Phone number: (267) 437-3547
->

HOW7622 - X1 Activation Process Overview999999999
https://www.xfinity.com/mobile/shop/phone/galaxy-s23-ultra?colorName=Green
HOW21468 - Xfinity Mobile 2023 Promotions
https://www.xfinity.com/mobile/learn/savings-calculator/?INTCMP=ILC:plan_text


CALL FLOW
-Hi. Thank you for calling Comcast. My name is Emillene. :) May I have your first and last name please?
*Bobby Flay.
-Hello (customer). How are you doing today?
*Im fine.
-Great. That's good to hear. / Glad to hear that your doing fine.. Im doing fine as well. Thank you for asking.
-I can see here that you want to activate your cable box. Is that right? :) (listen to response)
-Awesome. First of all, thank you for purchasing Xfinity's cable box. We highly appreciate you as our customer Bobby. I totally understand how TV is such a need nowadays because it is one of the best ways to just enjoy and just relax while at home. As much I am, I really love binge watching on movies on my day off, its my stress free pill. So don't worry! rest assured you have reached the right person to help with you this. I assure you that we will fully activate your cable box today so you can also already enjoy your favorite movies as well. Thats great right? :D
-Yeah. Sure
*Perfect.
-For me to fully verify you may i have your phone number that is associated into this account? :D
-(484) 480-6637
-Great. Just in case this call will be disconnected, is this also your best callback number?
*Yes it is.
-Awesome. May i have your service address?
-Perfect.
-Is the email mastercomcast.net/[email protected] that you registered here is still active?
-No worries. We can have other way to verify your account. How about your account number?
-8344100010012132.
-Just to make sure that i got it right, its 8344100010012132. is that right?
-THANK YOU! :)

-XFINITY BILL/ XFINITY RECEIPT/ XFINITY MY ACCOUNT APP.
-What have you done so far bobby?
*nothing.
-Alright/ Great :D. Just a heads up, here are the steps that we will take in order for us to fully activate your cable box. We will check if your cables are well connected, next we will also do some basic troubleshooting, so that we can fully activate your cable box. I need your cooperation throughout the process you will be my hands and eyes. Okay?
-Perfect.
-So lets proceed to the process now. Hold on..


*ITG* *WHEN LOADING*..........................................................................
-Anyway Bobby, you can also download the Xfinity my account app. It will allow you to easier access to self-help information and some troubleshooting steps on your mobile devices. You can also view outage information, Internet Usage Meter, Comcast Service Center locations and details in your area, view your data use and call logs in real time, manage payment options, switch back-and-forth between data options, order a new device or add additional lines.and even reschedule a technician anytime you need it.
"can you please check if your coaxial is connected to your wall outlet and the other end should be connected to the in port of your video device"


!! Customer Timeline (LOYALTY) :D
-Oh Bobby I can see here that you have been with us for such a long time for 10years and 3months (ComcastVp/Bobby Flay/Nikki) & 9years and 9months. Thank you for staying with us Bobby. Congratulations!! :D And as our loyal customer we will be giving you an Xfinity Rewards, this is our way of appreciating our valued customer with a mix of special perks and unique experiences. On the Platinum honor, You can now enjoy a $1 Movie Rentals and access to free content, discounts at Universal Parks & Resorts, and Xfinity Mobile benefits and savings.



!! PITCH WHILE SENDING SIGNALS.....20%......ASK LIFESTYLE QUESTIONS....
"I can see here that you don't have any mobile service provider."


!! Program (ACP-Affordable Connectivity Program)
-I would also like to inform you about our interesting program. It's the Affordable Connectivity Program that helps you save up to $30 a month on internet costs. Enrollment for ACP will depend upon qualification through the National Verifier, its available at Xfinity.com/ACP.


"Dont you have mobile service yet? or what service provider do you have?

" How do you usually stay connected to the internet especially when you're not at home?"

"How much you are paying for your plan?"

-It is a GB plan or unlimited, family shared plan?·
-What type of device do you want? Android or iPhone?·
-How much data do you usually consume on a daily basis?·



!! BUILD RAPPOR :D
-“I have a different provider.”

-------I really understand that your service provider right now is providing a good service but xfinity is way better, you can also obtain the same level of the service with us while you save every month!

“I am not interested at this time.”

------ I do understand you. I can tell you more about the qualifications and terms to be eligible to our xfinity mobile service. I am sure you will love it because you can save up to $240 annually towards your internet service and a chance to get more discounts if you bring your own device. Sounds great?

I’m on a contract”
-------I really understand! you know what? just to give you an information of the service and savings between trade-ins on current devices and also a monthly savings. This is an exciting offer which you. can save more money and enjoy the best data options from Xfinity and you can save $240 annually.


!!OVERCOMING OBJECTIONS: Thank you Bobby for gladly allowing me to share with you our best deals and promotions.


*CLOSING SPIEL* (DEPENDS ON SITUATION STILL)
Agent: Congratulations! Bobby, your cable box is now activated! you can now enjoy watching your favorite movie. did I help you today?
*YES.
-Perfect! I will now tag this issue as resolved. Thank you for being my eyes and hands throughout the process. So let's have a short recap of What we did we have checked the cables, run some diagnostics, some troubleshooting and programming your remote. Now! I am just glad we have everything covered and working together!
-Is there anything else i can help you with?
- "before i let you go i would appreciate any feedback from you in regards to the services" "So again, this is Emillene from Xfinity department. Have a great day and stay safe. Bye bye. :))))))))))))))))))
_________________________________________________________________________________________________________________________________________________________
DEFINITIONS:
*Splitter - is a device wherein you can connect multiple equipment in a single wall outlet. It is used to split a cable signal between two or more devices. A splitter weakens the signal level, which can cause intermittent loss of service or, in rare cases, service failure.
*Coaxial cable - it is a type of round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive metal shielding and other components engineered to block signal interference.







signal is send through ITG (refresh)
"However for you to access the on screen program guide" 15-30 mins (DCT)
-you already connected your coaxial cable
Splitter - a splitter wherein you can connect multiple equipment in a single wall outlet
Coaxial cable - it is a type round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive shielding










+Just to confirm this is the first time you're activating this box. is that correct? (Let me put you on hold for awhile to better look further of things here at my end.

*RUN ITG*
*PITCH* *LIFESTYLE QUESTIONS*
What 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?

Do you own the phone or we still owe something from that?·
How much data do you usually consume on a daily basis?·
Are you fun of streaming? Online games?




LEGACY BOX ACTIVATION
after advise to customer to unplug HDMI for 5 seconds and plug again. mangutana if "do you see something on your screen?" "NO SIGNAL". "that means your tv is not yet set to correct input." So can you please grab your TV remote?" "Please press input or source button" "Please select HDMI" status code 224 (ready for activation-5MINS) " see changes changes on tv? Now you're cable box is powered on? error message? good indicator.. "now i will send multiple signals" congratulations youre cable box is already already activated" *PITCH-'WHILE WAITING FOR THE SIGNAL, AS I CAN SEE HERE THAT YOU DONT HAVE YET A CURRENT MOBILE PROVIDER. SO LET ME GLADLY SHARE TO YOU OUR BEST DEALS AND PROMOTION FOR THIS MONTH* "program remote" "CHANNELS, VOLUME, POWER"


DEFINITIONS:
*Splitter - is a device wherein you can connect multiple equipment in a single wall outlet. It is used to split a cable signal between two or more devices. A splitter weakens the signal level, which can cause intermittent loss of service or, in rare cases, service failure.
*Coaxial cable - it is a type of round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive metal shielding and other components engineered to block signal interference.

signal is send through ITG (refresh)
"However for you to access the on screen program guide" 15-30 mins (DCT)
-you already connected your coaxial cable
Splitter - a splitter wherein you can connect multiple equipment in a single wall outlet
Coaxial cable - it is a type round pin cable with an inner conductor surrounded by an insulating layer, surrounded by conductive shielding
DTA (15-30MINS) /DCT (2HRS)- Post download- after activation, some of features doesn't work after activation, w/picture but no program guide


SHIPMENT OPTIONS: STANDARD - $15 , PRIORITY - $29if u dont want to ship, go to local store.if you cant, i can process the shipping options(always priotitize shipment first that go to local store)


chords, coaxial, battery,.. - party of a getting started kit

SAMPLE PROBING QUESTIONS What is the error message you got when trying to connect to the internet? What is the specific device that is not working? What has been the steps taken to activate the device? Have you encountered any incorrect password/credential error? When was the last time you are able to connect to the internet? Is this a new or replacement device? Were you able to activate this device through the app? What was the outcome? Have you tried connecting one of your devices through the internet and test?

EXAMPLE OF SERIAL NUMBER
1.
SD DTA- Standard Definition Digital Transport Adapter
error code-340
*small box usually size of a fist
*has HDMI port at the back
*has toggle switch at the back
*does not have a power button
*interactive program guide
BLINKING PATERN
1blink- connection issues
2 blinks per interval- ready for activation
3blinks per interval-reboot process
SD DCT- Standard Definition Digital Cable Tuner *support high definition
*live channels
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________
Identifying the Affected TV Box for Troubleshooting
Summary
How to identify the affected TV box for troubleshooting.
Table of Contents
Introduction
Identify by Description
Identify by Friendly Name
Identify Using the About Menu on X1
Using the X1 “Easter Egg?
Using Einstein 360 Diagnostics
Identify Using the Serial Number Sticker
Identify Using the Serial Number Sticker on a Non-X1 TV Box
Collapse All Sections
Introduction
When using an Interactive Troubleshooting Guide (ITG) to help resolve a customer’s issue, you need to identify the affected TV Box to ensure you pick the right device for troubleshooting. In some cases, the customer may not be able to use the on-screen guide/menu options to determine their device information, but the ITG will display the device by Outlet, Manufacturer, Model, Serial Number and Friendly Name (if available).



Identify by Description
If the customer has a limited number of devices and they are different models (e.g., one XG1 and one Xi5), you may be able to identify the affected TV Box by description alone. Use the images in Einstein 360 Diagnostics for assistance, clicking on them for larger versions.


Identify by Friendly Name
If the customer previously named their device and is already aware of which device is affected, choose that device from the list.

If the Friendly Name is not available in the ITG but is available in the Einstein 360 Diagnostics, match the serial numbers between the diagnostics and the ITG for the correct device.


Identify Using the About Menu on X1
When the Xfinity X1 Voice remote is RF paired to the TV Box, the customer can say “About,” and this will display a menu that provides additional information about the device.

If they don’t have a voice remote, they can find the information by doing the following:

Press xfinity once.
Use the left and right arrows to highlight and select the gear icon.
Use the down arrow and select About.
Device Name
A Device Name will appear in the About menu.
The ITG will display the Device Name at the end of the selection.
The Device Name is shown as the Friendly Name in:
Einstein 360 Diagnostics
X1 Platform toolkit
Device ID
A Device ID will appear in the About menu. You can find this in the Health Check within Einstein 360 under Device Info.

Once the device has been identified, compare the Serial Number or Friendly Name to those listed in the ITG.


Embedded Cable Modem (eCM) MAC
The eCM MAC will appear in the About menu. The eCM MAC is shown as the Cable Modem MAC Address in X1 Platform toolkit.

Note: The MAC address displayed in the X1 About menu will not be the same as the one displayed in Einstein 360 Diagnostics. The MAC addresses are valid for the device, just a different component than what’s display. This is generally very close to the eCM with the last one or two characters being different.

X1 About Menu:


Using the X1 “Easter Egg?
X1 TV Boxes can display a screen with the serial number and other useful information by pressing a series of buttons on the remote control. To access this screen, press Exit (hold for three seconds) > Exit > Exit > 4 > 9 > 8.

Note: The serial number displayed is for the host information and not the CableCARD (if applicable).

Click image to enlarge.


Using Einstein 360 Diagnostics
Einstein 360 Diagnostics can be used to match what the customer is able to provide with what information you're able to see.

Devices & Diagnostics view:


Einstein 360 Diagnostics:


X1 Platform Toolkit:



Identify Using the Serial Number Sticker
When the TV Box cannot display the menu (e.g., there is no picture, the device is frozen/locked up), you can find the serial number on the device itself.

XG1, XG2, RNG150 – TV Boxes with a CableCARD
You can find the serial number sticker on the bottom or back of the device. (You’re looking at the correct sticker if it contains one or more barcodes.) The CC S/N or CC SN is the serial number located in the ITG and Einstein 360.

The appearance of these stickers may differ between models and production runs of the same model.


Xi3, XiD, Xi5, Xi6 – TV Boxes without a CableCARD
Find the sticker with the device information on the bottom of the device. This sticker will contain one or more barcodes. The Serial No or SN is the serial number located in the ITG and Einstein 360.

The appearance of these stickers may differ between models and production runs of the same model.


Back to Top
Identify Using the Serial Number Sticker on a Non-X1 TV Box
For all non-X1 TV Boxes, the serial number sticker will be somewhere on the device itself and can typically be identified by S/N or SN.



The appearance of these stickers may differ between models and production runs of the same model.
_____________________________________________________________________________________________________________________________________________________________________________________________________________________________
ITG-
Video and Remote Activations
*Select the option that best describes the issue the customer is experiencing with XFINITY Activations.
Device Activations
Remote Control Activations
*Utilize the article provided to assist the customer with identifying the affected TV Box for troubleshooting.
For additional information on Identifying the Affected TV Box for Troubleshooting, review HOW13936
An automated check has identified there is only one Video device on the account.
A - AR - AX013ANM - MT1545TP1349 - Biggs - ACTIVE
-Is this the affected equipment?
No
Yes/
*Is the TV box selected a new device that the customer recently swapped?
No
Yes/
*Home Health Results
An automated check has identified the Home Health is Green
Green - The Device Health Check detected the service and equipment signals appear to be working within specification.
For additional information on How to Read Results of a Health Check in an Interactive Troubleshooting Guide, review HOW9145
Click Next to continue.
Next/
Advise the customer an Ethernet cable should not be connected to the back of the set-top box. Click Next to continue.
Next/
Confirm the customer has attempted the on-screen activation process.
Yes/ (Is the customer still seeing the "Enter Account Number" and "Enter Phone Number" sections on the television screen?)
No/ (X1 Activation Process Overview)
Stuck On Language