Notes

1-relate statement
2-rapport building
3-Apology
4-Appreciations
5-bexa/Self help
6-Reward
7-Own it
8-Probing
9-cable
10-TECHNICIAL VISIT
11-sales
12-PAYMENT ARRANGEMENT
13-OUTAGE
14-SELF HELP
15-CALL BACK
16-ESACALATE
17-HELPLINE
18-CLOSING








--------relate statement---------

As I am customer myself and I know that it is definitely not a good situation to be in. I just wanted to inform you that I will take 2-3 minutes for me to pull up your account details to help your with your services.

I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet services

I can relate how it feels when you can't get online when it's very important as staying connected to the internet these days. I will check the status of services and equipment in system and help you with it.

Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will be glad to assist you with your services.

I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.

Thank you for bringing this up to me.I completely understand your part, 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 can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I can relate to how important would it be for you, to have your services to work in today's time.


-------------rapport building-----------------

What tasks energize you?
How do you feel today?
What do you enjoy doing outside of work?
Meanwhile, How are you doing?
How's your weekend going?
What's your favorite show?
Hope you are doing good ?

-----------Apology--------------------

I really apologize for all past experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

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

I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

-------------Appreciations-------------------------------

Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.

As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being a Xfinity customer.

I appreciate your patience and efforts 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.

---------------bexa---------------------------------
*hotspot

Meanwhile I would also like to inform you that during the service interruption,
as an alternative you can also access Xfinity Hotspot.

HOTSPOT APP: 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.

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 eligible* Xfinity Internet and Comcast Business Internet customers
Hotspot usage doesn’t count against the monthly data usage allowance for Xfinity Internet customers.

Find Hotspots
When in range of a hotspot, look for the xfinitywifi or XFINITY SSID (network name) in the list of available networks on your device.
There are two easy ways to find an Xfinity WiFi Hotspot:
Check the hotspot location map in the Xfinity app (on the Connect tab) or the online map.
Download the Xfinity WiFi Hotspots app from the App Store or Google Play.

*Xfinity app

Amazing, you can also download our My xfinity application to further troubleshoot or schedule call back and to manage your account online.

you can also try to fix internet issue, check for service outages, pay bills, manage your account online, see your appointments you can also cancel them using this app

The app is exclusively for Xfinity customers and available on Google/Apple Store.

If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.

Also you can set up your home Wi-Fi and be online in minutes,
find your Wi-Fi password, see who's online, troubleshoot issues and even pause home Wi-Fi network access during dinner time. You can also give nick names to your Wi-Fi

XFINITY STREM APP:

Meanwhile I would like you to know that you as you have our cable services, you can always use Xfinity Stream app, which turns your smartphone into a Live TV. You can stream as many movies as you want, you can also record your favorite shows on your phone. How does it sounds to you?

------------------Reward------------------

Have you heard of Xfinity Rewards?
It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}


--------------Own it-------------------------------

Let’s get this sorted out and make a restful day for you. (Confidently owning the situation)

Let me go ahead and see what we can do together to get this taken care of.

To begin, I will now run some diagnostic checks on your modem (Assurance with clear expectations)


------------------Probing-----------------------------
*internet

· To pull up the account, please provide your complete service address along with the zip code.

Can you please tell me the type of issue you're experiencing with your connection? (slow, intermittent, no connection, etc.)?
1. What is the status of the power light on the gateway? (On, Off or Flashing)
2. Are you using any splitter in between the cable wall outlet and the gateway?
3. Are you using any personal router with the Xfinity gateway?
4. Are you getting the issue on a wired connection or WiFi?
5. Is the issue on a single device or all devices?
6. Please check the coax wire at the back of the gateway and at the cable wall outlet. Make sure it is tight and secure.
I will help you to access your account.

· Let’s work together and get the account password reset.

· I totally get it how easy it can be to forget nowadays, since we have so many passwords. I will be happy to help you so you can login.


· What is the Xfinity ID that you want to access?

· To check the account, please provide the complete service address.

· For account security, please provide the last 4 digits of your SSN / last 4 digits of the payment card on file / account number.

· Great news! Your email ID / mobile number is already updated on the account for the password reset. Do you have access to ______ ?

· <Customer Name>, to reset the account password, we need to recovery option like a mobile number or an email ID (Gmail, Yahoo, etc). Please provide either one and I’ll send a verification link on it.

· To reset the password, you need to register a recovery option. Please provide your mobile number or a non-Comcast email ID like Gmail, Yahoo, etc..

· Are you currently at home and your device connected to the home network?

· Got it. I have sent a verification text / email on your mobile number / email ID. Please check the text / email and complete the verification.

· The link in the text is valid for 24 hours.

· The verification email is valid for 72 hours.

· The link will ask for a password if the device is not connected to the in-home network, make sure the cellular data is disabled and the device is not connected to any other WiFi network.

· Perfect! The mobile number/email ID is updated. Kindly visit Xfinity.com/password to reset the password.

· I will stay on this chat if you require any assistance.

· Also, can I know the reason for login? Do you want to check something on the account or make any change.

· Awesome to hear that you are now able to access the account. In the future, you can reset the password easily from the website since we have updated the recovery option today.

· Self-help – Xfinity App

------------cable--------------------------


Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

Could you please check the connections between the wall plate and cable box . As the coaxial wire should be connected at 'cable in' port on the back of the cable box . It should be finger tight both at wall plate and back of the cable box .

May I know if you are using 'Splitter ' between box and wall plate .
Please check the connections at splitter end also .
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable . Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are finger tight. So as we can proceed further with our trouble shooting steps.

We need to power cycle your box now.
To power cycle your cable box, follow these 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 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.

Subhuam notes for cabele

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.


-----------------------TECHNICIAL VISIT--------------------

We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

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?

1.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.

2.No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100

3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem

4.Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment

----------------sales------------------------------

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home wifi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

Flex: Meanwhile, as you are a valuable customer I am giving you free access to our streaming services with Peacock premium subscription at no charge , you will also get a 4k streaming box with it with no additional cost, It will be free as long as you have xfinity internet. how does it sounds to you?

I have a great news for you which can bring smile on your face:) shall I share the details with you?

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.

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.



----------------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

------------------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.


------------------SELF HELP----------------

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

Xfinity also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: 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/

Xfinity 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/

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.


-----------------CALL BACK---------------------
Please Visit the link schedule call back xfinity.com/support/schedule-callback

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


------------------------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.


-----------HELPLINE-----------

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


--------------------------CLOSING-------------------

How’s your overall experience with Xfinity services and assistance that I provided on the chat

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.

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❤️

You can share the feedback by clicking on the end chat button

I hope i was able to provide the support you want from me today?