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[3/3/2023 5:08 PM] Kanika 03:
Hey, how are you?
[3/3/2023 5:09 PM] Mohammad Shah02:
I m fine. how about you? Thanks for asking!
How may I assist you today?
[3/3/2023 5:12 PM] Kanika 03:
My internet is not working
[3/3/2023 5:15 PM] Mohammad Shah02:
I can completely understand your situation how important is internet now a days , let me quickly fix it for you. To pull up your account please provide me your first and last name with service address along with zip code.
[3/3/2023 5:16 PM] Kanika 03:
Training Comcast VP
7720 W 98th St Unit 36 Dept Slingbox, Hickory Hills, IL 60457
[3/3/2023 5:16 PM] Mohammad Shah02:
Thank you , let me quickly pull up your account.
[3/3/2023 5:17 PM] Kanika 03:
ok
[3/3/2023 5:19 PM] Mohammad Shah02:
Can you please tell me the type of issue you're experiencing with your connection? (slow, intermittent, no connection, etc.)?
[3/3/2023 5:19 PM] Kanika 03:
Slow
[3/3/2023 5:19 PM] Mohammad Shah02:
ok got it .
[3/3/2023 5:20 PM] Mohammad Shah02:
While pulling up your account , how was your day has been so far?
[3/3/2023 5:21 PM] Kanika 03:
good
[3/3/2023 5:22 PM] Mohammad Shah02:
Perfect, It looks like your modem is offline. Please take a look at the power light and let me know what you see.
[3/3/2023 5:22 PM] Kanika 03:
Okay, but I am not getting proper speed
[3/3/2023 5:24 PM] Mohammad Shah02:
Please check the coax wire at the back of the gateway and at the cable wall outlet. Make sure it is tight and secure.
[3/3/2023 5:26 PM] Kanika 03:
Checked, all good
[3/3/2023 5:29 PM] Mohammad Shah02:
appreciate your efforts and time to do so, et's go ahead and manually restart your device. It will take several minutes for the device to come back online and re-establish your wireless network.
I
[3/3/2023 5:29 PM] Kanika 03:
done,
still no change
[3/3/2023 5:32 PM] Mohammad Shah02:
I’ll need your help restarting the device. Please remove the power cord from the wall. After you are done with these steps and plugged the device back in, let me know...
[3/3/2023 5:33 PM] Kanika 03:
done
no changes
[3/3/2023 5:34 PM] Mohammad Shah02:
Great, Your device is going to attempt to restart now. It may take up to five minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.
[3/3/2023 5:35 PM] Kanika 03:
ok
[3/3/2023 5:35 PM] Mohammad Shah02:
While waiting , May I know what are your plans for weekend?
[3/3/2023 5:36 PM] Kanika 03:
no plans
Still its not working
[3/3/2023 5:37 PM] Mohammad Shah02:
It will take time to get restart, please wait for few more minutes to get it restarted.
[3/3/2023 5:37 PM] Kanika 03:
ok
[3/3/2023 5:38 PM] Mohammad Shah02:
Thank you for being a valuable customer for such a long time. 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.
[3/3/2023 5:38 PM] Kanika 03:
np
[3/3/2023 5:39 PM] Mohammad Shah02:
While waiting, have you heard about Xfinity Hotspots?
[3/3/2023 5:40 PM] Kanika 03:
yes
[3/3/2023 5:41 PM] Mohammad Shah02:
Its amazing to hear that you are aware of Xfinity Hotspots.
[3/3/2023 5:44 PM] Mohammad Shah02:
I hope we are connected?
[3/3/2023 5:46 PM] Kanika 03:
Yes, I am
[3/3/2023 5:47 PM] Mohammad Shah02:
Thank you for waiting and doing those troubleshooting steps with me. We have done the remote troubleshooting steps, I'm still not getting a signal from your modem. I'll need to schedule an appointment for a technician to take a closer look.
[3/3/2023 5:48 PM] Kanika 03:
ok, go ahead
[3/3/2023 5:49 PM] Mohammad Shah02:
Let me check the available slots, meanwhile please provide your preferred contact number for the visit.
[3/3/2023 5:50 PM] Kanika 03:
(954) 534-7061
[3/3/2023 5:51 PM] Mohammad Shah02:
Thank You, While have you heard about Xfinity app, I just want to share to you about our Xfinity app that I personally like as it enables you to do a lot of things like do basic trouble shooting steps, send signals to your devices, manage your appointment and be even updated of the ongoing maintenance and manage your billing information! You can download it from Google play Store.
[3/3/2023 5:51 PM] Kanika 03:
great
[3/3/2023 5:52 PM] Mohammad Shah02:
Thanks, We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?
[3/3/2023 5:58 PM] Kanika 03:
no
[3/3/2023 5:59 PM] Mohammad Shah02:
Training, I just wanted to go over a couple of things before we schedule your visit. First, we just want to make sure that there will be an adult 18 or over home for the duration of the visit and that the tech will have access to the affected modem and outlet ( they don't move furniture) Also, if you have any pets in your home, we just ask that they please be kept in a separate room from where the tech is working for their safety as well as the techs.
[3/3/2023 5:59 PM] Kanika 03:
done
[3/3/2023 6:00 PM] Mohammad Shah02:
We can go ahead, and schedule based on your availability"
[3/3/2023 6:03 PM] Mohammad Shah02:
Training , Good news for you . Tech is available tommorow from 3:00 PM-%:00 PM
Training , Good news for you . Tech is available tommorow from 3:00 PM 5:00 PM
[3/3/2023 6:04 PM] Kanika 03:
Okay, done
[3/3/2023 6:06 PM] Mohammad Shah02:
Trainig, Tech is booked for you from 3:00 PM - 5:00 PM, by using Xfinity app you can track your tech's progress to your home on Friday. Once your appointment is assigned to a tech, you are going to see their tech number and their most current up to date ETA in that appointments section of the app. I've used it myself and it works great!
[3/3/2023 6:11 PM] Kanika 03:
Thank you Bye
[3/3/2023 6:12 PM] Mohammad Shah02:
Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day
Take Care of yourself.
Regards
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