Notes

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OPENING
A wonderful day! Thank you for choosing Xfinity! This is your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)

A wonderful day! Thank you for choosing Xfinity support! This is Dev, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. 
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CALL BACK
I would love to call you however being from the chat repair team we do not have access to call you back
Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489.
I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat
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ASSURANCE AND APOLOGY OR RELATABLE STATEMENTS
Thank you for bringing this to our concern .I can completely understand the situation. 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

For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

I apologize for the inconvenience caused to you. I truly understand the importance of services / internet as I am also a customer outside the office. No worries, let me check your account and help you in right way.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption always.

Thank you for patiently waiting and I am sorry to hear that you are having issues with your Xfinity services. Let me go ahead and check on your account and see the status of your equipment.

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

I can completely understand your concern. I know how it feels when our opted services are not working properly. Be assured I will do my best to assist you in all possible ways.

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.
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VERIFICATION QUESTIONS
Please help me with your first and last name and complete address with zip code in order to check that I am working on the right account.
I have sent a six-digit verification code to the number ending with *-* please help me with it?
Before I proceed, please confirm the last 4 digits of your SSN for the verification purpose?
Please confirm the last 4 digits of the stored payment method on file for the verification purpose?
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APPRECIATION
I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.
I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.
I appreciate your 100% co-operation and kindness on on the chat.
Thank you for being on hold! Your time and patience are highly appreciated.
I really appreciate your efforts which you have done before the chat.
I really appreciate your decision. It is really a great choice.
Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.
I appreciate your patience and efforts over the chat.
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TOGGLE SCRIPT
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption so that we could be connected to each other until we find resolution.
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SET EXPECTATION
I am going to do some troubleshooting steps in order to solve the internet issue. Hope it will get resolved after the troubleshooting, if not then I will schedule a technician for you which will visit to your house and will solve the issue. Sound's good?
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TROUBLESHOOT STATEMENTS [ INTERNET ]
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
I will now run some diagnostic checks on your modem.
May I know the online light status on your modem, is it on, off or blinking?
Please check the status of the online light/ Internet light on the modem.
Most of the time the issue is caused by loose cable connections to your modem. Please confirm and make sure that the coaxial cable should connected tightly from the back of the modem and the wall outlet.
I am running the health check on the system. I t will take 2-3 minutes to complete please stay connected over the chat.
I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.
Please run a speed test on a wired connection http://speedtest.xfinity.com/ by using this link. Let me know what speed you are getting presently?
Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
I’ll need your help restarting the device. Please remove the power cord from the wall and plug it after 1 minute. After you are done with these steps and plugged the device back in, let me know.
I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner. I’ve created a ticket with our next-level support to assist you with a resolution.
As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.
This process can take up to 24 hours to determine if the issue can be resolved remotely. Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you ?
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TROUBLESHOOT STATEMENTS [ CABLE ]
CABLE ISSUE
While waiting, watch many of your favorite TV shows and movies online at no additional cost: www.xfinitytv.com to watch TV shows or movies.

I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

I am going to reset the cable box and it will set the box to factory default settings.

You may not be able to view your TV guide immediately. It could take up to 30 minutes to reload however you can access your channel line up on Xfinity.com .

Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.

To restart the cable box please use the below steps
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait for 10-15 seconds.

Please push the “WPS” button on the bottom of the Xi device, then within 2 minutes press the “WPS” button on the top of the Wireless Gateway.
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OUTAGE
You can use Xfinity hotspot until the outage will be fixed. 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/

I do understand I want to inform you that several lines are impacted due to this outage is extended and our team of technicians are working to get this fixed as soon as possible.

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this. The estimated time of resolution will be at 12:03 AM. I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.
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PAYMENT ARRANGEMENT
You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record.

Please use the link and set up arrangement https://customer.XFINITY.com/#/billing/payment

I know that you are on 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 won't hesitate to do so.

As a customer myself I would to help you restore the services today however since the system have 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.

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 wor
k together, to resolve this for you. Sounds like a plan?
The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.
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.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans.
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ESACALATE
I've tried my level best to fix this out for you, but it seems like there's some major issue. So, now the system is referring the issue to the higher team. Now they will look further into this.
In that case, Let me escalate this issue to our advanced team and they will monitor the issue and will get back to you once everything is sorted. Is that fine with you?
Everything that we discussed today is documented on your account so that anyone assisting you will be able to tell what we worked on today.
For faster resolution I have made sure that I have documented complete notes in your account for the next representative to know, what we have done on this chat.
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BIFURCATE RELATED TO SEARCHING WIFI 2.0 AND 5.0 BANDWIDTH
Please follow these steps to see different wifi bandwidth .1) Go to xfi app 2) click on connect tab 3)click on your network name 4) select see network 5) click on the edit wifi on top right corner of page 6) there you will check the box for using different name for 2.4 and 5.0 bandwidth.
Log in at xfinity.com/myxfi or on the Xfinity app (download on the App Store or Google Play). If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by mentioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates.
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TECHNICIAN SCHEDULE
As, we have performed all the troubleshooting steps but you are still getting the same issue , In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schdule technician visit?
What's a good number for us to contact you prior to the tech visit?
The soonest available tech schedule is on , does that work for you?
Here's the ticket number for your tech visit .
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 . You will also get an email with all the details of appointment scheduled.
You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device”
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 the person to be there on your behalf.
No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.
If your waitlist appointment spot becomes available, we'll text you the day before at the latest to notify you; you will have 30 minutes to accept this new appointment spot by replying Y. If your waitlist spot does not become available, or you do not accept the waitlist spot, we will keep your original appointment.
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BAXA
HOTSPOT APP
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.
Xfinity has millions of WiFi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient WiFi and are free to Xfinity Mobile customers and to those who have the Performance Internet package or higher.
So whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Also, if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US.

STREAMING APP ( Note, share with customer who has cable service, NOT flex service)
Meanwhile I would be happy to share with you Xfinity streaming app, which can be use on any of your device and can watch all live channels while connected your in-home wifi, Ondemand etc. With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.

MY ACCOUNT APP FOR CABLE
In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.

MY ACCOUNT APP
I would like you to know about My Account App it is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password.

In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.

REWARDS
Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available
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ACP
Meanwhile We want you to know about the federal government's Affordable Connectivity Program. Eligible Households may receive upto $30/month through the government’s ACP program. There is a qualification process to determine if benefit is available for you. please visit the link xfinity.com/acp

Please verify ACP eligibility from the National verifier. If eligible, please access www.xfinity.com/ACP to enroll for ACP with application ID received from verifier. Also, ensure that the personal details (name, address and date of birth) submitted in Xfinity "ACP enrollment Form" match with the information in "National Verifier Form. Upon successfull enrollment, you will get upto $30 discount on monthly bill.
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FLEX
Meanwhile i can see you have not yet claimed for your free flex streaming device yet , shall i add and ship it for you ?

Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers
With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.
Get 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacok Premium included for no additional cost. That’s a $4.99 a month value included at no extra cost to you – no strings attached.

Let me share the order approval to you for free flex streaming services.
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XFICOMPLETE
Good news:)
I can see your account is eligible for an XFI upgrade in which you will get unlimited data + advance security protection + you may be eligible for free Xfi pods with inhome Wifi asesment results in just additional $11 per month. How does that sounds to you ?
Let me share the order approval with you.
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MOBILE LINE AND PHONE SELL STATEMENTS
MOBILE
Are you aware of Xfinity mobile services?

Are you happy with Xfinity mobile services?

I would like to take this opportunity to share, we can help Lower down your internet bill upto $20 per month consequently, saving of upto $240 a year, if you or any family members move current mobile services to xfinity. I can help you up for xfinity mobile right away.

You can either bring your own device or port the services in from current service provider to xfinity

Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

Do you happen to know how long you have remaining on your contract or what the cost to end early would be ? I'm curious because it sounds like xfinity mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch.

Being an xfinity Ambassador, I'll be glad to sign you up for xfinity Mobile with the most pocket friendly mobile plan. It offers unlimited calls, unlimited text and 1gig at just $15 per month

We have special offer in which you can get unlimited data plan for 1 line $45 and 2 lines $60 n3 lines $90 and 4 lines $120. Sounds exciting?

I am also happy to inform that your account has been chosen for Xfinity mobile services that offers access to America's best network, flexible data options, no contracts or 5G charges and many more.May I know how much you are paying for current mobile bill to calculate savings ?

I have a Brilliant news for you. There's an amazing offer on your account in which you can get free mobile phone from Xfinity. I'm surprised as I've never seen such an amazing offer on any customer's account. I must say you're the lucky one.

I can see you are pre qualified for Xfinity mobile offers at discounted price:)
> Unlimited nationwide talk and text.
> Be it access to millions of hotspots, wifi calling, Xchanging old phones for new , unlimited data and many more.
> You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data
> No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.
> I would like to take just a few minutes to make sure you're getting the best value for the services

Shall I opt for your current phone number with this device or you would like to get a new number with the new device?

I agree with you however in order to check the package details along with the phone and in order to prepare the shipment. I need to enter all the details on the system and these all security checks are just to ensure the confidentiality of your account. I hope you understand

Perfect, May I have your Date of Birth along with complete SSN to check the package details for you?

Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI).

You will get unlimited nationwide talk and text and access to millions of Xfinity WiFi hotspots.

Xfinity Mobile is available to Xfinity Internet customers. Pay less with shared data options. Unlimited nationwide talk and text included. Customers who switch to Xfinity Mobile can save up to $400 a year on their wireless bill. Xfinity Mobile is rated #1 in customer satisfaction by the ACSI

We're America’s largest and most reliable LTE network combined with the most WiFi hotspots nationwide. With access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it.

Xfinity Mobile is a wireless network designed to save you money. You’ll stay connected no matter what with the nation’s best LTE network and the most WiFi hotspots.

The best LTE + data-saving WiFi hotspots. Get the only wireless network that automatically connects to millions of secure WiFi hotspots, and the best LTE everywhere else — so you save money on data.

You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.

I am glad that you are interested in Xfinity Mobile. You can get the most reliable network with nationwide 5G included at no extra cost, along with LTE and millions of Xfinity WiFi hotspots.
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HELPLINE NUMBERS
gift card number 1877435668
Bussiness helpline 18003913000
Xfinity reward -- 1800-526-3268
Activation department--1-855-652-3446
Wifi passes Helpline Number is:-1-866-489-0919
SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM )
Xfinity Home Security helpline number: 1-888-223-5723
UPS store helpline number:- 1-800-823-7459
Norton security suit:- 1877-272-7149
Xfinity Mobile:- 1-888-936-4968
Xfinity Internet essentials :- 1-855-846-8376
Seasonal hold:- 1-888-633-4266
CSA:-1-888-565-4329 Available from 6 am to 2 am.
Comcast Helpline Number :-1800-934-6489
Movers-- 1877-685-6683
Prepaid internet --1-855-757-7372
Temporary Hotspot == 1-866-489-0919
You can contact our customer service team on Helpline number 1-800-934-6489. Available 24/7
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END CHAT OR CLOSING
ASK FOR FURTHER
You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?
On a personal level, I appreciate your patience and warmth approach throughout chat. Apart from this, Is there anything else that I can help you ?
It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else you would like me to assist you with?

THANK AND CLOSE THE CHAT
Thank you for being a wonderful part of Xfinity, it was really nice chatting with you, have a great time ahead. I wish all my customers would be as kind and joyful as you.
You are really one of the most understanding, patience and supportive customer, I had chatted today. Thank you for contacting in Xfinity. Have a great day ahead:)
It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer.
It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great day and take care!

ASK FOR FEEDBACK
Great! I appreciate any feedback on the experience and the service I have provided you today. Please click on end chat and share your thoughts for me.
I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you’d like to share them you can click the “end chat” option❤️
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