Notes

☎☎☎☎☎☎☎☎☎☎☎☎☎☎
1-800-xfinity (1-800-934-6489).
Mobile team 1888-936-4968
Activation team , 1855-652-3446
Movers Team 1888-245-4000
Prepaid 1-855-75-PREPAID or 1-855-757-7372
CSA(Customer Security Assurance) team 1-888-565-4329
Tenant and Business helpline number 1-800-391-3000.
Internet Essential 1-855-846-8376
Retention team (1-866-470-6654)

I wish I could but as I am from the chat department so we don't have the access to call as we have a dedicated team for the same so you may submit your request on 1800-934-6489, The team will check it for you and help you with the same.

I want to share that we don't have the access to cancel the services over the chat because to cancel the services your voice consent is required so we do have a dedicated team for the same so you may submit your request on 1800-934-6489, The team will check it for you and help you with the same.

------------------------- Internet -------------------

Starting------

Thank you for the information.

Please be assure I will surely help you to activate your equipment.

Please be assure I will surely help you to restore your Internet services.

Please be assure I will surely help you with your Internet issue.

Please be assure I will surely help you with your regarding concern.

Please allow me a moment to pull up your account details.

Please allow me a moment to pull up your account details so that I can check it for you.

Assurance----

No need to worry I will do my best to resolve your issue and will provide you the best resolution over the chat.

Rest be assured I am here for your help and will do my best to resolve over issue.

Please be assure. I will assist you with your internet related concern so that you will get the proper internet connection.

Be assured, as you have reached me today, I will take the ownership of your case and ensure that you get the best resolution with me.

Relate statement------

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.

As you are our valuable customer and we do not want to give you such experience and rest be assured I will do my best to get it resolved for you.

Probing question-----

Please help me with the CMAC address of the modem?

May I know the status of the power light of modem (On, Off or Flashing)?

Are you using any splitter in between the cable wall outlet and the modem?

Just to confirm are you facing the issue on a single device or all devices?

Please check the coax wire at the back of the gateway and at the cable wall outlet. Make sure it is tight and secure.

Are you able to see your WIFI name?

Troubleshooting-------
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.

No worries, I'll go ahead and refresh the signals from my end so we can turn things around for you.

I want to inform you that I will perform troubleshooting steps and will send the signals to your modem.

I have successfully done all the troubleshooting steps and send the signals to your modem, please check is it working now?

Now I have to schedule a technician for you to have a closer to check the issue.

If the issue is still there, then I have to schedule a technician for you and he will come and get it fixed for you.

Please plug out the modem from the wall outlet and plug it back in after 30-40 seconds, and do let me know once you done with it.

technician-------

Now I have to schedule a technician for you to have a closer to check the issue.

If the issue is still there, then I have to schedule a technician for you and he will come and get it fixed for you.

Shall I go ahead and schedule the tech for you?

Please share your best contact number for the tech visit day as the tech will contact you before visit.

I am glad to let you know that I have successfully schedule the technician for you. This Ticket ID is XXXXX and you will also get the email confirmation.

Activation-----

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.

Please allow me a moment to activate your modem from my end and then I will send the signals to your modem.

Please plug in your new modem with the wall outlet and do let me know once you done with it.

Please restart your modem and check is it working now.

No need to worry I will send the signals to your modem.

Personal connect-----------

In the meantime, How was your day is going so far?

May I know what's your plan for this weekend?

How's weather out there?

I must say it was a delightful experience for me to have a customer like you.

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

You have been very kind and cooperative on the chat. Customer like you makes us strong.

You have been very patient and amazing with me today, certainly the best customer I had today.


Closing Script(CLOSE STRATEGY) ------

I hope you liked my assistance over the chat I have provided to you today?

Please click on end chat and share your opinion on the basis of assistance I have provided to you today.

Have a great day ahead, good night, take care!

I hope you will have a great weekend!

Cable Issue ----------

May I know are you getting any error code or error message?

Please help me with the serial number of the affected box?

No need to worry I will send the signals to your box and please be assure I will do my best to get it fixed for you.

As I have checked the Cable is not working well on my end, so we have to replace the cable box and ship the new cable box for you.

No need to worry I will ship the cable box for you, it will take 3-5 business days to get it shipped.

If you do not want to wait for 3-5 days, you can easily go to nearest Xfinity store and swap the old box with the new box.

I will add notes on your account so that you do not have to wait on the store for the appointment.

Soft disconnection-----
I am checking the billing details on your account so that I could share the correct information that why your bill is increased.

I have checked that there is the past due on the account is $XXX and the previously payment arrangement for $XXX on DATE, which was broken.

Let me check what is the best I can do for you.

Please be assure, I will assist you with the best as much as I can.

Let me try to set up the payment arrangement for you so that I can make your services working for you.

I am really sorry for the previous experience as we don't want to provide this kind of experience to our valuable customers so I will surely assist you with the best and correct information as this is your right to know the right status of your account.

In the account details I can see that the payment arrangement was not set up properly it was just scheduled so let me try to make it correct once for you.

I want to share that I have tried to set up the payment arrangement for you but due to the previous broken payment the system won't let me go ahead to make the payment arrangement to restore the payment but I want to share that once the past due clear then your services will be restore automatically.

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.

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

It is never our intention to deny or deprive you with 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 also bound to a certain limit like a normal person.