Notes

SHOW APPRECIATION:
-----------------------------XFINITY MOBILE SALE PITCH SCRIPTS----------------------
- Since you’re one of our valued internet customers you qualify for……
- Since you’re working from home there’s no reason to waste money I would love to share some exciting news…
-Are you paying more than $15 for your cell phone bill?
- Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

DISCOVER NEED FOR XM
- May I know how many mobile lines you have and how much you are paying for them?
- May I know if you are using mobile service from T-mobile?
- How much you are paying right now for your current mobile line?

BYOD FOR XM
- I will simply move (port) your same number & same cell phone to Xfinity. With this, you will get a $100 prepaid visa card as well.
- There is no contract for this and the best part is that I will make it free for you so nothing needs to pay today.

XM DISCOUNT UPTO $20
- I have great news for you in which your internet bill will be reduced, I can help you to save $20 per month for the next 24 months with the same level of services that you have.
- You can simply add a mobile line in order to avail of this amazing discount.

- You can port your current same number as well as get a new number to avail of this.

XM DISCOUNT UPTO $25/$30/$35
- I have amazing news for you to save some money. I will give you a deal in which you will get the same level of internet & cable service that you have +++ also get a new number +++ also get a new mobile phone. Your total bill would be $$$$ for all.
- So you will save some money +++ also get more benefits as well.

DEVICE PAYMENT PLAN (DPP)
- I can see on your account that you are eligible for Xfinity mobile iPhone SE 5G " on us " which is "on us". The full retail value of the device i.e. $429.99 will be credited to 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. Shall I go ahead and sign you up for Xfinity Mobile?
- You can simply use this mobile line for the next 24 months. If you want to cancel it then you can also do that and you need to pay the rest pending amount for the mobile phone.

LANDLINE TO MOBILE
- I will simply move your same landline number as 1234567890 to Xfinity mobile line ++ and also give you FREE mobile phone to use. So your same number will keep working as you have.
- Currently, you are paying approx $30 with taxes for the landline and the mobile line will cost you approx $15 + taxes. So you will save some money + also get more benefits.


- This mobile line will not make any impact on your current mobile services. It is just an additional mobile line in order to save your money.
- The best part is that your internet & cable service would keep the same level as you have.
- As you are moving landline to the mobile line so your internet plan would be out of triple play contract and your monthly bill for the internet would be approx $$$$
- Once you approve this order then you need to simply call at: 1800-934-6489 and cancel this landline so that the mobile line would be activated.

CX HAS 1 XM LINE AND FOR 2nd LINE
- I have checked you already have 1 Xfinity unlimited mobile line and you are paying $45 for that. In this deal I will give you a 2nd mobile line and your monthly bill for mobile lines would be kept the same at $45
- So you can simply port your number and use it as 2nd mobile line.

BEFORE & AFTER APPROVAL DONE
- Your monthly bill would be for the mobile line is $$$ and there is a $10 one-time activation fee. Today you need to pay $$$ and government taxes & fees.
- You will receive an email with a link to update your ID Proof(license) within 15 minutes. Please go through this link and update your ID proof to process the order completely.

- You will receive a shipment of a new SIM or Mobile phone within 2-3 business days.
- Once you will receive the shipment then you need to activate the mobile line. You can simply go to this link: xfinitymobile.com/activate as well as you can call to the mobile team at: 1-888-936-4968
- I have also sent 2 emails to your email address to review this order and activate the mobile line.

OBJECTION HANDLING
- Well, there is also 14 days grace period, so if you don't like it or after discussing with your family you don't want to add or use it, then you can cancel it anytime within 14 days without any charge.
- I am not trying to sell anything, my motive is just to save your valuable money + get more benefits.
- As you have contacted us during power hours so it's one-time running deal and will not come again. So I just don't want you to miss it.
- I personally suggest you get this and I am sure you would love it once you use this.
- -This is the best time to grab this opportunity. I really do not want a customer like you to miss out this opportunity.
With Xfinity Mobile service you will get Flexibility and Control by tracking your data, control, and change anytime online or in our app. Powerful nationwide network with 5G and millions of secure WiFi hotspots.

BUNDLE WITH XM
- I have great news for you in which you will get 400 MBPS internet speed + xFi advantage service with FREE Unlimited Data Usage + Free Modem rent + Samsung Galaxy A03 new mobile device with new phone number from Xfinity with By the Gig Data Plan, Unlimited calls & text and FREE Millions of wifi Hotspot Access.
- The actual price of this offer is around $80 per month, however, I am doing my best and provide in just around $55 per month.
- (If cx deny for mobile phone): No need to worry about the mobile phone as it come's with the offer and it makes the package cheaper as you are getting $25 discount per month for this. You can use as per your choice after activating the mobile line and also use as emergency phone in your home or gift to any of your family member or kids.

$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$$

***ON US
I can see on your account that you are eligible for Xfinity Mobile - Google Pixel 7 (128GB) “On Us” equal to the full retail value of the device ($599.99). This amount will be credited to 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. I can help sign you up for Xfinity Mobile.

***BYOD
I can see on your account that you are eligible for Xfinity Mobile, if You Port an existing phone number you can just bring your own device to avail the benefits of Xfinity Mobile. I can help sign you up for Xfinity Mobile.

**Visa Prepaid Card $100**
I can see on your account that you are eligible for Xfinity Mobile, if You Port an existing phone number along with your existing device you will get $100 Visa Prepaid Card. I can help sign you up for Xfinity Mobile.

Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket-friendly mobile phone. It offers Unlimited Calls, Unlimited Text, and 1 Gig at just $15 per month

Meanwhile. I am working on your account, out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
Is it unlimited?
Oh, you are paying too high!
I can provide you with 1 unlimited line with unlimited internet, calls, and text for just $45/mo + $100 VISA Prepaid gift card + access to over 20 million of 5G hotspots.
Are you aware that you can save hundreds of dollars a year on your mobile plan by switching to Xfinity Mobile?
We’re also providing mobile service. Where, you can stream, browse, and text everyone using your devices. You can have By the Gig or Unlimited data, no phone line or access fees, and our data starts at just $15/month with a powerful nationwide 5G network and millions of secure Wi-Fi hotspots included at no extra cost. Shall I go ahead and sign you up for Xfinity Mobile?

If customer denies the offer or not interested:-
Please give me an opportunity to understand your hesitation, so that I can provide you the best value for your money.
If Customer denies the offer due to high bill or costly services:-
Since our data plan starts at just $15/month and our unlimited data plan costs $30/month, when you sign up for multiple mobile lines. May I know, how much currently you’re paying to your current mobile service provider?
May I know how much data you use on an individual basis in the family?
Do you sometimes think that you wanted to switch data plan in between the fiscal month?

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XFINITY REWARDS
As an appreciation for 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 an Xfinity customer.
Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

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DISCOVER NEEDS:-
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
Please confirm the error code or error message displayed on your TV screen?
On how many devices you are experiencing this issue?
Please help me with the affected cable box serial number. The serial number starts with SN and is written at the back or bottom of the box.
TV and cable box should be on and please confirm if there is a light on the set-top box.
Next, we need to check if the cables between the TV and the set-top box are connected properly

Let me perform some diagnostic health checks and troubleshooting steps for you.
Your TV Box is now attempting to restart. It may take up to five minutes to come back up, so hang tight while I run a few checks on this end to make sure it comes back online.

The automated signal was successfully submitted, and an automated check is attempting to gather the success status from the set-top box. Please wait for the progress

As I have successfully submit the refresh signals to your cable box please once plug out the power cable from the back of the cable and after 30 seconds plug it back.
It will take few minutes to boot it up properly.
NOT RESOLVE
It seems that the box need to be updated.
As I have performed all the basic troubleshooting steps form my end and it still showing the same error let me go ahead and escalate this concern to our backend advance team they will deeply diagnose the issue for you and if required they will also take the remote access of your cable box and get it resolve for you and also update the required software on your cable box and get it resolve on priority.
It will take 2 hours to complete the diagnostic health checks once the issue is resolved you will get notified by our backend team through SMS or call to confirm the resolution.
Shall I use this number 9013378657 for further process?
Thank you, let me quickly escalate your concern and put your request on priority list.
So your issue will be resolved on priority.

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 the box and TV. Wait for 30 seconds then plug back in again.
5)Kindly Check, all the wires of the device are 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 the 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 an Internet connection.

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 paper clip 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) are written on the back side of the 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 the 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.
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SPANISH TEAM
I apologize for the 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.

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 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 the 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.



PAYMENT ARRANGEMENT:-
I absolutely understand the importance of working services and let me quickly review your account and check eligibility for extension.
I will check that and if the making payment arrangement is gonna help in any way I will be happy to help you out with that. However, if you will not be eligible for payment arrangement then you will need to pay the due amount for the service restoration.
As I can see there is a past due balance of --in the account which you need to pay for the services to get them restored.
I reviewed the account status and regret to inform you that services are interrupted due to the past-due balance on the account. I checked for the payment extension option as well however, 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 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.
Thank you so much for staying connected, I appreciate your patience. I have tried to restore your services but getting error of past due. System does not taking command to restore Services. You need to pay at least past due to restore services.
I know that you are in 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.

Soft Disconnection & Payment Arrangement
Thank you so much for staying connected, I appreciate your patience. 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 unfortunately that is not available for you at the moment, request you to please pay the past due balance for $425.48 in order for me to go ahead and restore the services on the account
You can’t restore the for 24 hours . I just paid 628.00 2 week ago

"NO NOTES UPDATED - 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 will try my best to restore the services now if that will not work by chance then only you need to contact billing team . "
so you can’t restore the service for 24 hours
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.

"PAYMNET ARRANGEMENT NOT ELIGIBLE --
Thank you for waiting, I appreciate your time and patience. I have checked your account and wanted to let you know that there is past due amount on the account for $ and also account shows you're not eligible for a payment arrangement that's the reason your services got disconnected without payment it will not allow us to restore the services, I would request you to pay full past due amount in order to get the services restored, we do have limited access on it as we are from chat internet troubleshooting team, I will try to restore it to see if that works if it will not work then you need to contact our dedicated billing team in the morning and they will help you to restore the services, they will be available in the morning I will leave the notes I hope you understand my part. will that works for you?
I have tried to restore the service for you however the system is giving me error that you need to make payment in order to get service restored due to non eligibility , I am going to try again please bear with us . "
Thank you for waiting, I appreciate all your time and patience on this chat , I have tried my level best to get the service restored still getting same error due to limited access my manager has also tried level best we both are getting same issue because we are from troubleshooting team my manager has left the notes for billing tam on the account once they ill be available they will restore the service for you however till morning if it will be not restored then you can chat back at 8am EST and tell them to check notes and they will restored it on priority basis . I hope you understand my part , I really don't want to make you upset.
"Optional- Thank you for your patience. I really appreciate your efforts, understanding and Co-operation and as well as I would like to also appreciate for business relationship and loyalty with Comcast.
I have tried to restore the service for you however the system is giving me error that you need to make payment in order to get service restored due to non eligibility , I am going to try again please bear with us . "
Thank you for waiting so long my manager is also getting same issue while restoring the service we are trying our level best to get it restored they are trying again hope it works if that will not work then you need to contact our billing team in the morning I will leave the notes so that services will be restored on priority basis will that be fine with you ?
Thank you for waiting, I appreciate all your time and patience on this chat , I have tried my level best to get the service restored still getting same error due to limited access my manager has also tried level best we both are getting same issue because we are from troubleshooting team my manager has left the notes for billing tam on the account once they ill be available they will restore the service for you however till morning if it will be not restored then you can chat back at 8am EST and tell them to check notes and they will restored it on priority basis . I hope you understand my part , I really don't want to make you upset.
I can completely 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.
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 imagine your situation and how tough it must be for you to deal with this. I will help you with the best possible solution as I do realize its importance.

********************PAYMENT ARRANGEMENT SCRIPTS****************
As a customer myself I would to help you restore the services today however since the system has 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.

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.

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.

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 a payment arrangement that has already been given to you. Another option that you can try is to speak with our collections team about a different payment plan.

It is never our intention to deny or deprive you of any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we are also bound to a certain limit like a normal person.
I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency.

I hope you will not take this against me as I only want to be transparent and ensure resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favourably.

I know that you are in 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.

We have done our best to process your request. We have exhausted our resources, but we are getting the same result since your account is in a maximum number of days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

However, as much as we would like to extend or set up a payment extension in your account, the full past-due balance has been settled. This is because your account has reached the maximum number of days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bills, and we want to provide flexible payment options for those who are eligible. You are eligible for an installment plan so the service will remain active.

XFINITY REWARDS
As an appreciation for 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 an Xfinity customer.

Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

You are eligible for Gold rewards, And also I am going to send the invite email on your [email protected] so that you can enrol on it to redeem your rewards. Xfinity rewards is a new program just for Xfinity customers- our way to saying thank you for being with us. And its free & easy to use.
You are eligible for Silver rewards, And also I am going to send the invite email on your [email protected] so that you can enrol on it to redeem your rewards. Xfinity rewards is a new program just for Xfinity customers- our way to saying thank you for being with us. And its free & easy to use.
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PHONE NUMBER
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

Collection team 1866-470-6654
gift card 1800-526-3268
wifi pass 1866-489-0919
SIK activation 1855-652-3446 (11am - 10 pm) // 18556523446
prepaid 1-855757-7372
Home security 18882235723
UPS store 18889364968
Xfinity mobile 18889364968
internet essentials 18558468376
Seasonal hold 18886334266
Activation 18556523446
retention 18664706654
Movers 18884853514
CSA 18885654329
CSA / data usage 18778076581
pods team 18555517534
Bulk 18003913000
Accessibility 8553089989

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Important Links
Approved Modems : https://mydeviceinfo.xfinity.com
Movers : https://www.xfinity.com/learn/moving
Mobile Activate : https://www.xfinity.com/hub/mobile/how-to-activate-your-xfinity-mobile-phone
Password reset : https://idm.xfinity.com/myaccount/reset?execution=e1s1
Robo Calls : https://www.xfinity.com/mobile/support/article/how-to-block-robocalls
New Sale : https://www.xfinity.com/learn/offers
PASSWORD RESET :-
https://idm.xfinity.com/myaccount/reset?execution=e1s1
-----------ACP link -------------
National Verifier application- https://nv.fcc.gov/lifeline
ACP Enrollment- Doc ID HOW20307
https://www.xfinity.com/learn/-/cima-login?continue=https://www.xfinity.com/learn/internet-service/ebb
https://www.xfinity.com/learn/internet-service/acp

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IMPORTANT - BAXA
"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.


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.


BAXA
Have you heard about xfinity hotspots?
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.

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

You can also visit this link https://www.xfinity.com/support/articles/xfinity-xfi-overview (Self-help option )