Notes

Out of curiosity May I know how much do you pay for your current mobile services?
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?
I can see on your account that you are eligible for Xfinity Mobile - You are eligible for a monthly discount on your account which will be credited to your monthly bill, if you will Port an existing phone number I can go ahead and sign you up for Xfinity Mobile.


I can see there is no such offer right now in the account but there is one offer in which you can save $20 if switch mobile services with us
And trust me Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI). And also we offer one line at $15

CALL AND VOICE ASSISTANCE

You can also call 1800-934-6489 and press 1-1-2 to be directed to a live agent and also press 0-0-0. Also, you can dial 1-800-266-2278 and press 0 for 3 times so that you can be directed to a live agent.


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OPENING & RELATE
A wonderful day Dilia! Thank you for choosing Xfinity support! This is Sujata, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. Please tell me more about your concern, and let's start working on it.
Thank you for bringing this to our attention. I am your Xfinity Ambassador for today. It will be a great pleasure to assist you today.
Great, meanwhile I am processing the request. I would like to inform you that you are eligible 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 ?


TROUBLESHOOT – INTERNET
An automated check has determined that the modem is offline. Please confirm the status of the power light on modem, is it In, off or flashing?
It’s been flashing ------ Please confirm power cord is plugged in between the device and the wall. Confirm device is not plugged into a switched outlet or power strip
POWER CYCLE - Please remove the power cord from the wall outlet, remove the battery if applicable and wait 15 seconds, then reinsert the battery and plug it back in. NOTE: Do not remove the power cord directly from the device.
Please confirm once the device is plugged back in.

plugged back in - The device is attempting to register as online after the restart attempt. The progress timer usually takes 5 minutes or less for the device to register.

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 to those who have the Performance Internet package or higher.</p><p>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.

Does the device now have power (power light lit solid on the device)?
it had a solid white light and then went back to blinking

TECH Book
the system is recommending a manually devices check by the technician which is scheduled for tomorrow as the modem did not come back online.

Please try to connect the modem to a different outlet as your modem is reflecting offline in the system.

You can also use Xfinity hot spot feature. It 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.

BAXA

The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.

WI FI

Please confirm if you are facing ( NO WI FI ) same issues on all or some devices.
its not even showing up in available networks
I can see the wifi name is Gracious Girls World, would request you to click on forget network name on any one device and then connect it to the network name again.

Bridge mode
I can see the Bridge Mode is enabled on your gateway and that is the reason the wifi is not working, are you using any additional router with the Xfi modem?
I need to disable the bridge modem for the wifi to work


TECH – SET EXPECTATION
We are staying consistent with the advice of our government and public health officials and we’re 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?

SALE

How many devices do you use for Internet usage daily?
How much are you paying per month for your mobile service? I see that you have some discounts, so I can help you to get a much better deal overall.
We offer a great selection of so I'm sure that we can get something good for you.

INTERNET
I have found a deal in which you will get 1200 Mbps, download speeds (current is 800 Mbps) and you will get unlimited data also (currently you have 1.2 TB data usage per month)
The estimated monthly bill will be $95.00/mo. Your current monthly price is $107. In the new deal, you will save $12 per month with faster speeds and unlimited data.
Additionally, if you sign up for Xfinity mobile, the bill will be reduced by $20 and the monthly Internet price would be $75
How much are you looking to spend per month? So I can get an estimate.
I have got one of the best offer on your account. This is something really good!
In the new deal, you will get Download speeds up to 800 Mbps; Upload speeds up to 20 Mbps (same plan that you have right now) + Unlimited data + Xfinity Gateway .
The monthly bill will be $75.00/mo. Sounds good?

MOBILE LINE –
How much are you paying per month for your mobile service? I see that you have some discounts, so I can help you to get a much better deal overall.


SALE - What is the difference between 400 and 800?
With 400 Mbps you can use up to eight devices online at a time. Streaming, sharing and downloading HD TV shows and movies.
With 800 Mbps plan, you can connect Up to 11 devices online at a time. Those who want faster speeds for heavy usage activities. Downloading TV shows in seconds, multiplayer gaming and uploading large files.
400 Mbps is $65/mo and 800 Mbps is $75/mo. Which option would you like to go with?
I am sharing the approval for your new order, request you to please review the order and approve it from your end. Shall I send the approval on (586) 805-0506?
You’ll receive a copy of your order summary at the email address listed on your account. You can also find it at xfinity.com/MyAccount
You can always use Xfinity App which is available to download for free from Apple iOS store or Google Play store to manage your account.
To recap, today you contacted to reduce the monthly bill and together we were able to find a new plan which makes your monthly bill as $65/mo
I appreciate your time today, is there anything else I can assist you with?

Additional Details
That's helpful. I appreciate the additional detail.

Remote:-
How many TV boxes are experiencing this issue////// Could you please confirm the serial number of affected cable box, it is written at the back or bottom of box itself. The one starting with S/N
, press any button on the remote in order to gather the last communication status and battery level for the remote control. Is the remote lighting up?
If you have a voice remote, press the microphone button and say "Program Remote". Follow the on screen instructions to complete pairing the Xfinity remote to your TV.
Please let me know once you get any information on your TV screen after “Program Remote” command. Did this fix the issue?
Please check for the model name of the remote it's written at the back of the modem or inside the battery box

I am sharing the troubleshooting steps, please try to follow them once. Aim the Voice Remote at your X1 TV Box

Automation has identified the your battery level to be below 20%. Please replace the batteries in the remote control with new, fresh batteries. Please let me know once the batteries are replaced
Brenda it seems like the remote has gone bad and it needs to be replaced, would you like me to ship the remote or you will pick it up from your nearest store ?
I need your virtual approval for shipment. Please confirm your mobile number where I can send the digital consent
Once you receive the remote, you need to visit this link to set up the remote with your TV and box - https://xfinity.com/remote


From: Sujata Thapa <[email protected]>
Sent: 03 May 2023 17:50
To: Sujata Thapa <[email protected]>
Subject: REMOTE Troubleshooting Steps


SALE PITCHING - While I was working on your account, I noticed that you are eligible to get Iphone SE PHONE "ON US". The amount of the phone will be credited on your monthly bills spread over 24 months. You just have to port an existing phone number. Our data plans starting as low as $15.00/GB/month

CABLE ISSUES:-

I sincerely apologize for the issue and please be assured I will surely help you with it. Let me check the root cause of the issue
Please confirm serial number of the affected box that will be available at the back panel of the cable box.
I am performing automated checks on your account to see the health and status of your device. Then I will send signals to your modem and if it does not work then I will schedule a technician for you.””” The technician will make sure that all your connections are properly installed.”””
Because improperly connected/loose cables or faulty splitters are a common cause of this issue, please use your fingers to tighten the cable connections from the wall to the "Cable In" port on the TV Box. Then let me know if this resolved the issue.
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
It is showing that your TV box successfully received the signals. Please go ahead and check to see if this resolved your issue.


REMOTE PAIRING:-

1) While the TV is on, press and hold the Xfinity and Mute buttons together for five seconds until the remote light at the top changes from red to green.
2) Enter the first five-digit code listed for the TV manufacturer. Most likely code: 12731
(Others to try: 11178, 10178, 11756, 11637, 10017, 11530, 10442, 11314)
Once the code is valid = remote light blinks green twice ----- Invalid code = remote light blinks red, then green
3) Aim the remote at the TV, and press the Power button. If the TV turns off, turn the TV back on and verify that the Volume and Mute buttons work. If the TV does not turn off, repeat the process with the next TV manufacturer device code.

VOICE REMOTE PAIRING:-

Aim the Voice Remote at your X1 TV Box or Flex streaming TV Box, press the Microphone (Voice) button and say, "Program remote." Follow the on-screen instructions. As you proceed through the instructions, you may see a picture of your remote.
If that doesn’t work -----
Aim your remote at the TV Box (must have a clear line of sight)
Press the A button on your remote. Choose Remote Setup on your TV.
You’ll be asked, “Do you want to use your remote to control your TV power and volume?" Select Yes
You’ll receive a notification that your remote is now paired for voice control. You’ll then be asked, “Would you like to control your TV using your remote?" Select Yes
Type in the brand of your TV using the on-screen letters and numbers, if applicable. Then, select OK.
You should see a notification that your remote is now Ready to pair. Select OK.
Confirm your pairing was successful by attempting to adjust the volume on your TV.
If you can adjust the volume with your remote, select It Works!
If you can't adjust the volume with your remote, select It Doesn’t Work and repeat the process again.
Once your Voice Remote is paired, follow the on-screen instructions to set up power, volume and input control for your TV and audio equipment.


Regards,
Sujata Thapa
CO - Knowledge Management
Mobile #9877584342



https://notes.io/qNBL7

REST NEED TO ADD


PACKAGE ADDITION
Shall we start the process to save your money ?

CREDIT CARD DETAILS
This chat is directed by the federal law of communication and the chat is fully encrypted end to end
And after this chat all the private details shared will be masked or removed from the chat.
Please click on the link and add your details. After that please stay connected so we can complete this
Hope you have received the link
Looks like you were able to complete the form successfully!

I am also sharing one another link in which you need to add your CARD DETAILS
Just a gentle reminder do not toggle the window or press the back button as we might lose each other.
As I have promised that this would be on US so I will apply the credit of $10.00 on your internet bill once you will approve this

I have completed the order for you , Let me share some important activation steps with you

You have to dial *#06# on dialpad and help me with IMEI of the device once.

PROVIDERS - straight talk,


SALES - XM

I can see on your account that you are eligible for Xfinity Mobile - IPhone SE 5G device which, is “Free Full retail value of the device i.e. $ 429.99 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. I can go ahead and sign you up for Xfinity Mobile.

Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI). It's built for the way consumers use their mobile devices today – with Internet and data at the center of their experience.
**WHat happens after the 1 gig is used up
The speed will decrease to kbps. With unlimited talk and text nationwide, and you will also have access to 20 million+ hotspots nationwide

IF you port your number today, your monthly internet bill will be just $40 from $70 what you are paying now
Yes, one time sales tax you have to pay, then device will be on us, there will be no monthly payments for it
Let me share secure data link to add details, and I will help you with uit
Once you add the details securely, please let me know.




TECH SET
Let me do remote fixing here, and you will be my hands for manual checking on the devices. If the issue requires appointment, I will right away schedule a technician for you as your satisfaction is our priority.

Please wait while we run multiple checks on the WiFi health of the internet device

An automated check is communicating with the modem to register it online. It will take 3-4 minutes, please stay connected.

Hang tight. The automation is gathering the network health from multiple sources.

Next, we need to restart your modem. This restart will impact any connected devices, as well as Xfinity voice services. Do I have your permission to proceed with the automated restart of your modem?

Your device is going to attempt to restart now. It may take up to five minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.

I have just sent some advance signals to the modem please restart it once and check if its working or not.

INTERNET ISSUE

Is your modem connected with your active wall outlet, please ensure at wires should be properly connected.
I am sending the refresh signals on your modem.


WIRELESS

May I know which devices are you trying to connect right now?
Just for the confirmation, is your devices are connected with your in home wi fi name " "?

Your device is going to attempt to restart now. It may take up to few minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.


PITCHING

Meanwhile, I a working on your account, I have one good news for you.
Would you like to get the $20 discount on your every monthly internet bill?

after this your monthly internet bill only $10.00
May I know how much you are paying for the current mobile line and how many lines do you have?
The best thing is that you can use the same device and same phone number.
With this, you are also getting a $100 Visa Prepaid Gift Card for each line, so that you can use this amount in future for the payment of bills, shopping and etc.
There is no contract with this. I will also make it FREE for you, so you no need to pay anything right now.



RELATE
I know how it feels when things are not working the way it should be however please be assured as I will give my best efforts to get it fixed for you at the earliest on priority.

I know how important it is to have Internet service working. Specially in times like these days when so many work from home or do schooling at home. That's not the experience we want you to have as a customer.

MODEM NOT WORKING ISSUE -
I can help you ship the new upgrade version new modem with 800MBPS speed. Your monthly bill will be remains same. Shall I ship you new modem for you?
Sure, Let me place the order of new modem for you. you can also pick up the modem on nearest xfinity store today. I need to your approval for place the new modem order. Shall I do it for you?

BAXA - WI FI HOT SPOT

While I am working on your account, I just want to share with you that since you have our Internet service, you will have access to over 18 million of hotspots in the US making you connected to people all the time. Post, surf, or stream without burning through your mobile data. To find an Xfinity WiFi Hotspot, check the hotspot location map at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or Google Play.


PREPAID HELPLINE
Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.
Prepaid helpline - 1855-757-7372 24 hours a day, 7 days a week


Cancel services

1-800-934-6489 Available Monday-Sunday: 7 a.m. to 9 p.m.
In order to get an agent on line please speak your concern on IVR system or press 4-2-2.
I would also request you to please also return the xfinity equipment on nearest xfinity store,

Rewards
While I am working on your account, Did you know basis your relationship with Xfinity you have rewards waiting for you. Download the Xfinity app to join and browse your rewards. It’s our way of saying Thanks!


Call Assisstance

I understand it is convenient to get assistance over the call but I am really sorry as I am from chat department I am unable to call you.
However if you need assistance over the call then you can call at our helpline number which is 1-800-934-6489 available 24/7 , or else if you will allow me chance I will be glad to assist you with it.


ECM TECH

Please share your preferred contact number for the technician visit.
We’re 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?
You will also get an email with all the details of appointment scheduled.

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 t the person to be there on your behalf .
There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
I would like to inform you that I have successfully scheduled the appointment for you, Here is the ticket number " CR Ticket #CR087149254 " for your reference.
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• You have been a fantastic team player in helping me resolve your concern.
• We do not want to lose you as a customer
• I appreciate you bringing this to our attention
• Paperless billing is hassle-free, convenient, green & secure
•


• XFI APP
• I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.
• I would suggest to give it a try. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview
Xfinity APP – INTERNET Troubleshooting
Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity My Account 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.
• All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.
• You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app

Xfinity APP – CABLE Troubleshooting
• Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.
• My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting


XFINITY HOT SPOT

• 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.
• Save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet
• You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password.

FLEX

• Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.
• Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.
• Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.
Discover Needs (Issue identification)
• Since when you experiencing the issue & have you performed any troubleshooting steps?
• Are you experiencing the issue on Wired or Wi-Fi connection?
• What is the Wi-Fi Network name you are trying to connect ?
• Please confirm the distance between the modem and device on which you are getting slow speed ?
• Is the issue with one device or multiple devices ?
• What is the error code you are getting on the TV screen ?
• Have you restarted the device ?
• What is error you are getting while trying to connect with Home Wi-Fi ?
• Please confirm the Xfinity remote model ?
• Are you able to login to your account ?

Discover Needs ( Lifestyle Needs)
• Just to confirm, how many devices do you connect with your Internet?
• How do you normally use your Internet?
• Do you stream movies/shows online?
• You love watching movies, Customer ?
• May I know what channels do you usually watched?
• How many devices are connected on your Internet on the same time?
• To make sure you're getting the Internet that best fit your needs, could I ask how many people in your home use the Internet?
• Do you prefer streaming or gaming?
• May I know what channels do you frequently watch?
• How many devices do you simultaneously use when connecting to the Internet?


PRODUCT
Xfinity Internet How do you normally use your Internet?
Xfinity TV What channels do you watch?
Xfinity Voice What type of plan do you use for your current international calling?
Xfinity Home How do you feel about security in your home and neighborhood?
Xfinity Mobile Who do you have for mobile service?
Xfinity Flex What do you currently stream?
Xfinity X1 What do you like to watch?
Xfinity xFi Advantage How do you feel about internet security, such as preventing hackers and malicious websites?




• Video; Who, besides yourself, will be watching TV?
• Tell me a little more about what watching TV is like when everyone's home
• Any premium channels and/or Netflix
• Internet: What does your family use the Internet for
• Any gamers in the house ?
• Does anyone ever work from home ?
• What devices does your family connect to the Internet? Roku? SmartTV?
• Voice How do you keep in touch with family and friends
• Do you have a home phone ?/Do you call international?
• XH (see next) any questions around smart home automation & security


Regards,
Sujata Thapa
CO - Knowledge Management
Mobile #9877584342






Vickey Vishwakarma
Pulkit Ahuja
Akanksha Chaudhary
Sukhmanjeet Singh