Notes

OPENING
A wonderful day! Thank you for choosing Xfinity! This is ‘ Priyanka’, 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 so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

I have your account details now, appreciate you taking the time to complete the authentication process before initiating the chat.
Kindly tell me more about your issue and let's start working.

Just to confirm is it your service address

Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

I will go ahead with some advanced troubleshooting let's see if your issue will resolve if not then I can scheduled a tech visit for you.

Please update the secret question, under ' Settings' tab. So that in future you can create a new password by answering this question.

Glad to know that you are doing good! I do understand how important it is for you to keep your services working and we are here to help. I would be delighted to help!

I'm doing great, Just started my shift so pretty energetic :-)

Please help me with your first and last name along with complete service address and zip code

I see that you have been with Comcast as a customer for quite some time. We appreciate your loyalty. I hope that aside from the issues you are having that your day is going well.

Thank you, Hope these security checks won't bother you these are just to ensure the confidentiality of your account. Hope you understand.

PROBING
Please test if the internet works properly.

I'll now send a signal to the modem. This will take 3 to 4 minutes to complete.

Do you have a two way splitter connected to the coaxial wall outlet?

https://encrypted-tbn0.gstatic.com/images?q=tbn:ANd9GcSZWBEZIxoBK3A6RXpDdgBsxDM6tWkEqRJ1jg&usqp=CAU

Do you have a signal booster or amplifier installed in your house by a Comcast technician?

May I know since when is the internet service affected?
Did you make any recent changes to the modem or move it?
Does the internet service disconnect frequently?

disable PUBLIC WIFI
Please visit xfinity.com/#/settings/security/hotspot. Sign in to your account using your Xfinity ID and password. Click Turn Off or Turn On to disable or enable your public hotspot.

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 successful enrollment, you will get upto $30 discount on monthly bill.

NON PAY
Upon checking you have a past due amount of $200.61 on your account and I can see you are not eligible for payment arrangement that's why your services are disconnected. I request to you kindly pay the minimum past due amount so that your services will restore automatically.

xFINITY REWARD
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

BULK/BB ACCOUNT
As I can check your cable service are provided through the bulk/tenant association so I will request you to call our dedicated BB Tenant team at 1800-391-3000 and they will help in placing order for the additional cable box for you . as we over chat only have access to work on residential account so I would request you to please call on this number.

PAYMENT LINK
https://customer.xfinity.com/#/settings/bill/scheduled-payments

IMPORTANT NUMBER
Temporary Hotspot == 1-866-489-0919

Prepaid internet --1-855-757-7372

Movers-- 1877-685-6683

Comcast Helpline Number :-1800-934-6489

CSA:-1-888-565-4329 Available from 6 am to 2 am.

Seasonal hold:- 1-888-633-4266.

Xfinity Internet essentials :- 1-855-846-8376

Xfinity Mobile:- 1-888-936-4968

Norton security suit:- 1877-272-7149

UPS store helpline number:- 1-800-823-7459

Xfinity Home Security helpline number: 1-888-223-5723

SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM )

Wifi passes Helpline Number is:-1-866-489-0919

Activation department--1-855-652-3446

Xfinity reward -- 1800-526-3268

BBA-1800-391-3000
ACP-1877-384-2575

XFI COMPLETE

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.

RELATE STATEMENTS
I'll explore all options and definitely try my best to get the internet working properly.

Upon checking your account is a community/condo account in which you are getting free cable TV box.

This is not what we want you to feel and I can personally tell you the most important thing for us is to make you feel comfortable with your service, and our top priority and best product is treat you just as you deserve, you're part of us since 2013 and we greatly appreciate your business with us.


I totally understand that you are having issue with your internet going in and out. I apologize for having to contact us again with the same issue.

I'm sorry if you are having an issue with your Internet service. Let's go ahead and check what seems causing the problem and further troubleshoot.

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption alway
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'm sorry you're having trouble with your Internet for months now. I understand how upsetting this must have been for you. I have experienced the same problem recently, so I understand what you are feeling

CALL

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

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.





TOGGLE

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

APPRECIATE
We really appreciate your efforts prior this chat. Let me take care of it now.

Flex
In meanwhile, I see that you are also eligible to get free Streaming device called Flex, where you can watch thousands of free movies and TV shows.

The best part is, you are getting the free Subscription of Peacock Premium with in the box. Also, it comes with the Xfinity Voice remote.

Since it is absolutely free with your internet service and won't impact your bill, I would suggest you to give it a try, and I am sure you are going to love it!

SPLIT THE BANWIDTH 2.4 AND 5.0

May I know if you have download the Xfinity App
Xfinity App is different from Xfinty My account app
Let me know once you download and login to Xfinity App
At the top of the Overview page, you’ll see your WiFi name(s).

To see your network name and password, 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 metnioning 2.4 and 5.0 at end of wifi name
Select Apply Changes after making any updates
Please follow the above steps and let me know once done

APPRECIATE
Thank you so much for being kind and sweet with me over this chat today :)

I was delighted to help you. Also I must admit you have been the most polite and patient customer I have ever dealt with in many days now. It is a please to chat with a customer like you. You have shown utmost cooperation and it is heart-warming.


Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today


Great! I can see here that you have been with us since , and we would like to take this opportunity to thank you for being the best part of Xfinity, . Know that we greatly appreciate your loyalty and continuous business with us.

Thank you for being a valued Comcast customer and giving us the opportunity to work on a resolution.

You are our valuable customer, we are happy to help you.
I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.
We value your business. I really appreciate you chatting with me and giving me the opportunity to assist you.·

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. I do really appreciate your business or loyalty with Comcast.

It was a blast experience here as a agent to meet a professional like you!!!
Thank you so much. It really means a lot to me and motivates me to work with more dedication .

ASSURANCE

I completely understand your inconvenience however I will do my best to assist you in all possible ways.

Thank you so much, it really means a lot to me and motivates me to work with more dedication. :)
I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

Thank you initiating this to us, we will document this and check from our end and make sure your account is safe. Please do not worry your account is in safe hands. We will keep your account safe.



I totally understand you NAME. I will make sure that this will be the last time that you'll chat about this issue.

Perfect, I really appreciate your understanding and the efforts done for that. As I need to perform some basic troubleshooting on your device so the process will take another 2-3 minutes, So may I have your permission for that?

I know how it feels when things are not working the way it should be, however rest assured you will be given a credit for the days that you were not able to use your service.

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

This time I will personally take care of this and will do my best so that you don't have to contact again for the same issue.
I am really feeling bad that you have to go through this and contacted multiple time for same thing.

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.

sELF HELP


While the signal is in progress, I would like to inform you about My Account app it is available for download at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage your bills and payments through your tablet /mobile device.

Please download Xfinity My account App at http://customer.xfinity.com/help-and-support/xfinity-apps/ to easily troubleshoot and manage your account anywhere.

You can pay your bill, access your Comcast email, Comcast Digital Voice voicemail, schedule DVR events, and browse TV listings all in one location. Visit www.comcast.com to learn more.



Awesome, now you can easily check the configuration settings, features and details for all email clients and can configure your Xfinity email easily. Refer https://www.XFINITY.com/support/internet/email-client-programs-with-XFINITY-email.



Comcast provides Email ID's for all internet users as additional Services. Our Self-help portal shows all features and basic troubleshooting steps for email related issues. Please refer https://customer.XFINITY.com/help-and-support/internet/EmailWebBrowsing



XFINITY gateways offers various features and benefits and easy self-help portal for our customers . Please refer https://customer.XFINITY.com/help-and-support/Wireless-Gateway



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/

We appreciate if you want to use your own router to enjoy wireless services and we have self-help links also for you to understand the bridge mode, how we enable it and its features by going to https://customer.XFINITY.com/help-and-support/internet/wirele



Comcast understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/



For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/


oUTAGE

I know how convenient this is for you. Let me first schedule the tech visit for the available date and then I will try to reschedule it as per the earliest slot for you



Let me also check it from the advance team for you



Mark, I just received a notification from the advance team that there is an unplanned outage in your area

Engineers are working to fix this issue on priority



Let me also escalate this to the tech department so that it will be taken care at the earliest for you



Mark, Currently the estimated end time is not reflecting in the account however it is expected to be resolved at the earliest. let me also update your phone number so that you will receive the notification once the outage is over



Outage details will also update in your online account soon

TECH

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 for .......

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 behal

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.



Please help me with your best preferred phone number so that you may receive an automated call before visit.

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.



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.

Closing
I hope you are happy with the services which i provide you today?

Great! I appreciate any feedback on the service and experience I have provided you today.

Thank you for being a loyal Xfinity Customer. I wish you have an amazing rest of your day and a fantastic weekend ahead.

You can share the feedback by clicking on the End Agent Chat button.

It is my pleasure to be of assistance. Thank you for choosing Xfinity! We appreciate your business with us. Have a wonderful day ahead.

I appreciate your patience and effort working with me today. Nothing to worry about, everything is all set on your account.

You're a valued customer, it is my pleasure to help.
I am glad that we have resolved your concern today.

It has been my pleasure to assist you today.
Thank you for being a part of our Xfinity family. We value your business and appreciate for choosing us as your service provider.·

Hope you have the best week ahead!

I hope I was able to bring a smile on your face today.

It was indeed a pleasure to assist a valuable customer like you :)

Thank you for choosing Xfinity and have a blessed day ahead with a smile on the face :) Take Care.

It was lovely talking to you :)

Thank You very much for your kind wishes it really means a lot to me :)

Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.

Thank you being so cooperative throughout the chat.

It was really nice talking to you I really appreciate your time and patience throughout this chat.

It was indeed a pleasure to assist a valuable customer like you. Thank you for being so nice throughout the chat.


Further assist
On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, Is there anything else I can help you with?

You have been very patient and amazing with me today, probably the best customer I had today. Will there be anything else I can help you today?

We are committed to provide the best customer experience, I hope I was able to deliver the same.

I am feeling great while resolving your issue, I hope you are happy with the resolution I have provide you today?

Great, I'm happy that all of your concerns are addressed over this chat. Just wanted to know. How's your Overall experience with Xfinity been?

Escalate
I will try my best to fix your issue over the chat or if needed I'll escalate your issue to the higher department as your satisfaction is our priority.


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.

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?

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.

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.



Please ensure that there are no recordings in progress as they will be interrupted while restarting the box.



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.





We need to ensure that all the cables are properly connected. So as we can proceed further with our trouble shooting steps.





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.

Thank you. Most of the time the issue is caused by loose cable connections to your cable box. Can you make sure cables are securely connected?





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.

BAXA

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 for your mobile device using this link : https://xfinity.com/apps





Internet Xfinity App 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.

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.



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.







While waiting, 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.

Internet issue-
Are you using wired or wireless connections?

I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.



How long have you been getting this issue and were there any troubleshooting steps performed earlier?



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


As a consumer myself, I understand the importance of proper working internet speed, will help you right away.






I regret to hear that you are not getting proper speed. Let's troubleshoot this right away.





Please check your internet connection now. Is it working fine?





Most of the time the issue is caused by loose cable connections to your modem. Can you make sure cables are securely connected?





I just ran a system check on your account to check the connections and the devices and it is working fine now and your modem is up to date





Could you please help me with the power light status of your modem, Is it Solid, Blinking or Off?





Well, I really do understand how difficult it is to manage without internet especially when you're working from home as I've already been through that phase.





When did this issue start? And were there any troubleshooting steps done previously to fix the issue?





Now there is no packet loss to your device however previously there was a packet loss (50 packets transmitted, 50 received, 0% packet loss, time 49080ms)

Apology
I apologize for the inconvenience. I know that I can't undo your past experience however can work on to make it better.


We really don't want to lose loyal customers like you. Don't worry I'll share your feedback with our higher team so that you won't face such issues in future.


I am extremely sorry for that, I'll make sure you do not have to face this issue again, also I will add a credit on your account as a gesture of goodwill.



I am really feeling bad for this and you might thinking that I am not trying to fixed the issue but trust me I have tried my best to get this fixed.



I do understand. This is really not a good situation to be in, and this is not how I want my services to work.



I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.



I apologize for the issues you are facing with the internet service.

Assurance
I completely understand your inconvenience however I will do my best to assist you in all possible ways.





Thank you so much, it really means a lot to me and motivates me to work with more dedication. :)





I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)





Thank you initiating this to us, we will document this and check from our end and make sure your account is safe. Please do not worry your account is in safe hands. We will keep your account safe.





Perfect, I really appreciate your understanding and the efforts done for that. As I need to perform some basic troubleshooting on your device so the process will take another 2-3 minutes, So may I have your permission for that?





I know how it feels when things are not working the way it should be, however rest assured you will be given a credit for the days that you were not able to use your service.





Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.





Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.





This time I will personally take care of this and will do my best so that you don't have to contact again for the same issue.





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





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.

Appreciate

Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today





Great! I can see here that you have been with us since , and we would like to take this opportunity to thank you for being the best part of Xfinity, . Know that we greatly appreciate your loyalty and continuous business with us.





Thank you so much for being kind and sweet with me over this chat today :)



I appreciate you providing this information.





Thank you for being a valued Comcast customer and giving us the opportunity to work on a resolution.





You are our valuable customer, we are happy to help you.





I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.





Thank you so much for your patience and cooperation all throughout our chat session.





Your patience will be highly appreciated.





It was a pleasure chatting and working with a lovely customer like you.





We value your business. I really appreciate you chatting with me and giving me the opportunity to assist you.·





I want to take this opportunity to thank you for staying with the Comcast family for so many years. It's awesome and we appreciate your business and loyalty.





You're most welcome. I want to thank you personally for being a part of Xfinity family. We value your business and appreciate you choosing us as your service provider. Looking forward to continuing partnership for more years to come.





It was a delightful experience for me to have a customer like you on the chat. We appreciate your business and value you 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. I do really appreciate your business or loyalty with Comcast.