Notes

** SALES (xfi and flex)
1) xFi Complete is our best in-home WiFi experience and includes the following benefits: Have peace of mind doing everything you like online with unlimited data, if you're enrolled in our 1.2 Terabyte (TB) internet data usage plan It will cost $10 more just should I add for you?
Xfinity Flex is a voice-controlled 4K streaming TV box, at $15 one time cost Xfinity Internet. Check out all you can do with Flex: Brings together top apps and networks including Netflix, Disney+, Hulu, HBO Max, Prime Video, YouTube, discovery+ and more should I add for you?

SPANISH TEAM
I apologize for inconvenience however the support is only available in English language and for assistance in spanish you need to contact our voice team number is 1800-934-6489.

MOBILE PITCH
I would like to share the information, you can port the existing phone number and avail upto $30 discount on internet bill?
With Xfinity mobile you can save hundreds of dollars a year, can I ask who your current provider is and how much you are paying monthly?
You also qualify for Xfinity Mobile, I can save you hundreds of dollars a year on your mobile bill! May I ask how much you are paying monthly? Currently, we are offering $200 Visa Prepaid Card for each line when you bring your own device to Xfinity. Additionally, we are offering $400 Off on Flagship (Apple, Samsung and Pixel 7) phones.
If you purchase, 2 Xfinity Lines with Mobile phone, you can save $800 dollars. If you purchase, 2 Xfinity Lines and bring your own device to Xfinity, you get a $400 dollar Visa Prepaid Card. Additional, savings of hundreds of dollars will also be applicable basis the plans that you select as the prices are comparatively a lot better due to the ongoing Holiday season.
I can see on your account that you are eligible for a Motorola Stylus which, is “On Us”. Full retail value of the device i.e. $369.99 will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number.
OFFER: Samsung A53 “On Us” (11/18 through 12/21) Motorola Stylus “On Us” (Dec. 7 through Dec. 21) $200 Visa Prepaid Card with BYOD (12/7 – 12/14) • Samsung – Galaxy Z Flip and Fold Families, S22 Family, S21 FE • Google – Pixel 7 Family

SURVEY
I would love to hear your chat experience with me today. If you would like to share your thoughts you can click on END CHAT option. I would appreciate feedback on the service and experience I have provided today.
It would be great, if you could share your thoughts on partnering with me today to resolve your concern. If you'd like to share them, you can click the " END CHAT" option at the top right of this chat session. I would be very happy if you share your feedback at the end chat, I will be very happy :)

PCX (IF CUSTOMER IS USING FOUL LANGUAGE)
I completely understand your frustration however, I request you to avoid profanity for me to be able to go ahead and help you.
(internal only) I request you to please refrain from using foul language, otherwise I will have to leave this chat session.
(internal only) Despite several requests, you are still using unprofessional language so I have to leave this chat session. Thank you for contacting Comcast and have a great day.

PREPAID CUSTOMERS
I would like to inform you are having internet prepaid services as we from internet postpaid team and we are having the limited access to your account I am going to run some diagnostics on your modem and try to resolve your issue if it does not resolve your issue then I will suggest to contact our dedicated prepaid team.

TOOLS MAINTENANCE
I apologize for inconvenience caused as our systems are currently in undergoing maintenance and that is why I am unable to pull any account information. I will still be able to help you with general query and we don't expect that maintenance take too long.

HOUSE DEBT (IF CX IS HAVING PAST DUE AMOUNT ON CURRENT ADDRESS)
I have checked your account as I can see the address is showing house debt which means the last tenant had Xfinity services and he did not clear the Xfinity bill please call to our sales team number is 1800-934-6489 timings are 8 A.M to 10 P.M EST or visit the store to make it correct so that you can get Xfinity services here.

HARD RESET STEPS FOR MODEM
We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 50 seconds. You should see the lights on the device turn off and start
(internal only) Please note down, your WIFI default password (SSID) & WIFI password (WIFI Key) is written on the back side of modem on a white color sticker near the barcode which is required for a new login after hard reset.
You can also change WIFI network name and password yourself by visiting router's admin page: 10.0.0.1 and login with admin (username) & password as password (Case sensitive).
I have also sent the steps on your email: [email protected] on how to change Wi-Fi network name and password.

BUSINESS ACCOUNT
Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.

UNDERSTAND
I can understand your situation I am also a customer myself and relate your situation please be assure I will give my best to resolve your issue.
I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I am working on your issue giving my best to address your issue.
I understand the importance of working and stable connection as I use internet for work purpose and to connect with family please be asured I will give my 100% to address your issue.
I apologize for the issue you are experiencing with cable services. Let me quickly asist you with your cable issue. I appreciate your efforts which you did so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today. Please be asured I will do my best to help solve your problem.

IMPORTANT
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.
(internal only) 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.
(internal only) Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment. Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple.

NUMBERS AND DOC ID'S
Help Line numbers---
Helpline number 1800-934-6489
Customer Security Asurance Team:1888-565-4329
Copyright Escalation Team: 1888-842-2112
Data Usage: 1877-807-6581
Visa Card: 1877-435-6683
Prepaid account: 1855-757-7372
Internet Essentials: 1855-846-8376
Mobile department: 1888-936-4968
Order confirmation: 1855-423-9888
Norton Security: 1877-272-7149
SIK Activation Line: 1855-652-3446
Prepaid Internet: 1855-757-7372
Wifi pas on demand: 1866-489-0919
Seasonal hold: 1888-633-4266
Wifi pas- 1866-366-5756
UPS pick- 1800-823-7459
Movers- 1888-245-4000
Gift card Status/ enquiry- 1800-526-3268
Xfinity xFi pods team 1-877-392-1494
new

Doc ID's--
HOW12468- list of compatible modem
how6396 - create user name
evt1983 - PPV event
CPN3297 - New packages
rd1347 - Speed tier
HOW3813 - Caller ID on Non X1
HOW8376 - Caller ID on X1
HOW9942 - Port forwarding
HOW12261- Xfnity mobile bill pay
Tlk3519 - Channel line up for northeast
CHI1924 - Channel line up for northeast
HOW12578- Early appointment list
HOW12279- Link accounts
TLK2853 - New email loo
How12882- Device compatible speed
HOW4996 - SAP settings
How10583- Email Settings
HOW4018 - Install Norton

IMPORTANT LINKS
mercury : https://mercury.comcast.net/login/sso
LMS:-https://care.xfinitypartnerportal.com
Einstein:- https://einstein360.cable.comcast.com/
Workflow:- https://chat.pcidss.eclerx.com/chat
CSG system >>Nucom
Exchange Portal : https://xfinityxchange2.performnet.com/

Links :
User name - https://www.xfinity.com/getstarted
Speed test - http://speedtest.xfinity.com/
Xfi Pods - http://www.xfinity.com/xfipods
New service- https://www.xfinity.com/locations/in-my-area.html
Hotspot - https://www.xfinity.com/wifi
Streaming - https://www.xfinity.com/stream
Channelline- https://www.xfinity.com/learn/channel-lineup
Northeast - https://www.xfinity.com/channel-lineup-northeast#standard-channel
New Service- https://www.xfinity.com/learn/offers
New service- https://www.xfinity.com/?shop=1
Xfi link - https://www.xfinity.com/myxFi
Norton - https://internetsecurity.xfinity.com
Xfisimulator-https://www.xfinitysimulators.com/xFi
Seasonal - https://inseasonal.cable.comcast.com/#/home
Cable box - https://xfinity.com/equipmentupdate
Simulator - https://xfinitysimulators.com/
Chat link - https://support.norton.com/sp/en/us/norton-security/current/contact-chat?abproduct=Norton+Security&abversion=current&entsrc=Direct&layouttype=SOS&partnerid=1122&puid=1215
User manual- https://www.xfinity.com/support/articles/cable-box-user-manuals
Xchange - https://xfinityxchange2.performnet.com/xfinityxchange2/login.do
Appointment- https://www.xfinitystores.com
LMS LIN - https://care.xfinitypartnerportal.com/admin/reports/Enterprise
Returnlabel- https://customer.xfinity.com/returns
modem link- https://www.xfinity.com/support/devices/
remotes - https://www.xfinity.com/support/articles/remote-xr2-or-xr5-buttons-do-not-work
Payment arrangement: https://customer.xfinity.com/#/settings/bill/scheduled-payments
virtual call back - https://callbacks/ScheduleAgentInitiatedCallback
Gift card enquiry - https://comcastrebatecenter.com/default.asp

CABLE STEPS
1)Disconnect the power to the cable box by either unplugging the power cord from the wall out1let or from the back of the cable box.
2)Wait 10-15 seconds.
3)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.This is to check dust, wear and tear to fully optimize the connections.
4)Please unplug the wires between box and TV . Wait for 30 seconds then plug back in again .
5)Kindly Check, all the wires of device plugged in properly.

INTERNET STEPS
1)Unplug the box from the power source to turn it off
2)Wait for 50 seconds.
3)Check if coaxial cable at the back of the modem and at the wall outlet is properly connected and should be finger tight.
4)Plug back the box to the power source to turn it on and wait for all lights to sync.
5)Once the Modem is fully synced, Check for Internet connection.

CALLING CX
I understand that you're more comfortable taking this over the phone however due to high call volume you might get a hard time getting someone. And I don't want to keep you waiting. Since you have me I can go ahead and help you we may be in a different platform but we can equally do the same with how it's being done over the phone. I assure you that I will try my best to assist you and will stay with you until we get this resolved.

PASSWORD RESET
Please confirm are you currently at home and connected to Comcast network as it is the mandate requirement for registering the recovery option for password creation.
Please provide the non Comcast email address or cell phone number I will send the verification link to register it and then you can create the password for login.
This email address and cell number will act as the recovery option, so after registration it’s very easy to get the reset code. On the same LOGIN page you just need to click on ‘Forgot Password’ to get the reset code on your cell number or email address.

PAYMENT ARRANGEMENT
I reviewed the account status and regret to inform that services are interrupted due to past due balance on the account. I checked for the payment extension option as well but that is not available for you at the moment, request you to please pay the past due balance for $__ in order for me to go ahead and restore the services on the account.
I apologize for the miscommunication however there are no notes updated on the account for the same and I have also verified your eligibility for payment arrangement, service restoration will only be possible after the payment of past due amount.
I can understand that it is difficult for you to manage the account right now and pay the bill. I really wish to help you out however there are certain policies we need to abide by and as per that without the past due balance, service restoration would not be possible at this address. I would request you to please make the payment for the past due amount so that we can help you restore the services.