Notes

Sentiment and Greeting
A wonderful day! Thank you for choosing XFINITY! I am your XFINITY Ambassador for today. It will be a great pleasure to assist you and I’ll do my best to make your day awesome. Kindly tell me more about your concern and then let’s start working on it.

XFINITY Rewards
I see here that you have been with us for years now. What a milestone! We value your business and appreciate you for choosing Comcast to your digital needs. Because of that, it got even more exciting and rewarding! As out way of saying MASSIVE Thank You for being loyal with us, You can take advantage now of your XFINITY REWARDS!

Depending on your Xfinity tenure, your 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}

XM Pitch, Appreciation and Self-Help
You have been a loyal customer with us. I really appreciate your business and relationship with XFINITY. While working on your issue, I just want to share that you can now download XFINITY App from App store or Play store. It is a fantastic app that lets you manage your bills, troubleshoot your services, manage appointments & upgrade | downgrade your overall services or you can port an existing phone number to XFINITY mobile and save hundred of dollars easily.

Digital Approval
Before we submit the order, I would need you to review and approve the details and to do that I would be sharing the package information on your registered phone number (123456789) or registered email address (xyz@emailaddress). Please click on I agree to approve the order.

Need a Call Back
I understand that you want to speak with us over the call and I understand the situation so let me help you with the right alternative, 1800-934-6489 is newly launched by Xfinity where you can now easily connect with us on call without waiting too much time. You just need to Say, "Speak with Live Agent" and you can connect us in no time. If you will give an opportunity on chat to serve you, I'll make sure that I'll bring smile your face by providing the resolution.

Payment Arrangements
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. I would recommend you to go to link https://customer.xfinity.com/#/settings/bill/scheduled-payments to pay your bills.

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. Our system needs past due balance cleared first in order to restore services on account. So as an alternative I would highly recommend you to please contact our advanced billing team at: 1800-934-6489 and they will help you with right resolution in this situation.

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.

BUTTERING
We at comcast will continuously strive for total customer satisfaction, thank you for giving us opportunity to work on your concern and provide you the resolution

You have been very patient and understanding with me, probably the best customer for today. The resolution could be possible with your support only.

You are the best part of Comcast. Are there any concerns related to Xfinity services which were not resolved in the past? We would glad to look in to that for you.

May I know how's your overall experience with Xfinity services and my assistance today?

I really appreciate & love your thoughts on XFINITY services & experience I have provided you today. Thank you so much for doing business with Xfinity. You can click "End Agent Chat" button to properly close the chat and complete f.e.e.d.b.a.c.k.

Relate
Thanks for reaching out to us. I regret for the inconveniences you have experienced with our services. Don't worry, we will figure this out together and resolve the issue. Allow me a minute to check and identify the issue in your account.

I understand the importance of Internet service for you. I am more than happy to quickly help you fix your concern. So you can enjoy your subscription & put a smile on your face

Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.

We regret for the inconvenience. We will work as a team and help you to fix the concern and provide you best possible resolution.

I regret the inconvenience caused, do not worry I will check the cause of the interference on your services and help you with online services

I regret the inconvenience caused, do not worry this issue is now on Xfinity and we will get this resolved.

I'll do troubleshooting to fix the issue remotely, if needed, I'll arrange a technician visit/technician call or escalate the issue as per system recommendation.

I am now going to perform a diagnostic check of your services and equipment. This check verifies the current status of your equipment and services. It should take only 2-3 minutes to complete the check. If needed, we will schedule a technician who will come and get this fix permanently for you by checking all physical resources.

Health check has detected that the equipment status is Red/Gray. It means that the equipment isn't receiving proper signals.

I am going to provision the modem to update it's settings. After a successful provisioning , connection speed should improve and remain stable and if needed, we will schedule a technician who will come and get this fix permanently for you by checking all physical resources.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
High Bill : I can definitely understand how a sudden increase on our bills makes us feel. I would be concerned as well. I'll make sure to review every charge on your bill to determine what caused the increase.

Needs PTP : I do understand sometimes we are not able to pay bills on time as we have to manage our other expenses on the same time.

Needs PTP : It is good to manage our monthly budget as we have lot of expenses in our daily schedule, I also manage my monthly expenses.

Needs PTP : I do understand sometimes we are not able to pay bills on time as we have to manage our expenses, let me quickly go through the account to look for payment extension.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Rude
I understand your frustration. I just reviewed your account and found the opportunity to resolve this issue. Also I would be more than happy to provide the resolution on this chat.

I am now running the diagnostic test on device and then also follow other troubleshooting steps. I may ask few question to understand the root cause to know why it happened and need your support too.

Mean time, how about your day going so far? Believe me, I am taking care of your concern you can forget that for a while.

Oh! I really sorry about the Auto response due to inactive on chat session, please ignore my last message.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Delayed in Responses
Allow me to tell you beforehand that my replies may be delayed as right now there is some unusual lag on the internet.Please bear with me if that happens & rest assured I am here to help you.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Hot-Spot Features
Meanwhile, I would like to inform you that Xfinity provides millions of WIFI hotspots and you can simply find the nearest hotspot by going to link wifi.xfinity.com or by downloading Xfinity Hotspot app on your mobile device. You can connect to hotspot with your Xfinity username and password. It will help us to connect internet when we are outside the home or anytime when services are not working. I am sure you will enjoy that too.
Have you heard about it or are you using it?
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Outage

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 -- 06/27/2018 01:59 PM (Eastern) I can also set your account to receive notifications through your mobile number once the outage has been resolved so please provide me your mobile number.

I would like to inform you that interruption of Internet, Cable & Phone service is caused due to ongoing outage in your area. It is expected to end on - and our Engineers are working hard to fix it. Your patience would be highly appreciable.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

Disclosers
There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

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.

If the issue is from Comcast end, the services call would be free of cost, however if the issue found on your end then charges would be around dollar hundred only and that would be explain by technician there and then. In the Majority of the cases, issue is found at Comcast end and our technician always help to fix the issue and there would be no charges.

Please download Xfinity App from Play Store / App Store and you can easily manage your appointment anytime. You can reschedule it or cancel it very easy and do not need to contact us back. Just go to My account Section and click Overview tab and then select your option to re-schedule/cancel. Majority of the customers are able to reschedule appointment in case the appointment time comes with delay or need earliest slot when they are available at home.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Cancellation of services.

I'm sorry to hear that you wish to cancel the service, you are a valuable customer to Comcast and We would love to keep you as a customer. May I know the reason behind your request for cancellation of services?

I understand that you want to cancel services today, You can request for cancellation of service by calling our dedicated helpline number.

You can call our Customer Solution and Retention Team at 1-800-XFINITY (934-6489) & follow the prompts to "cancel service" or "downgrade service." The business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM. I'll also update the notes on the account about your interest to cancel services and we will not ask any further questions on cancellation.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Return Equipment Policy

You can return equipment via UPS store without return label or return at Local office. There are no charge if you will be returning equipment to any of UPS Store location. You can also schedule equipment pick up from their home by calling UPS at 1-800-823-7459 moreover No need to pack the equipment, UPS Store will pack the equipment, ship it to Comcast and provide a receipt to you for same.

If you will return your equipment at UPS store, you needs to show a valid ID proof and a copy of the Comcast bill at the UPS store. You can ask for equipment return receipt at the store for future reference. You can track your equipment return on http://www.ups.com/ with the tracking number provided on their receipt. You will also receive a confirmation email from Xfinity for equipment return.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Bulk accounts :-

I would like to set proper expectation that you have Bulk / Business account and issues cannot be properly addressed by Live Chat Support since we have limited access to your business account. This can be properly explained by calling 1800-391-3000 . They are the dedicated team for Business accounts . However to make sure that the modem is feeding the right signals, let me go ahead and perform a few troubleshooting steps so that we can determine the cause of the problem.

We don't have rights to touch the business accounts you have reached to residential queue. I will request you please call at 1-800-391-3000 or ask you account management team to get in touch with us. Only they are authorized to make the changes on the account.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
CSA only.
I understand and will request you to please contact our customer assurance team at 1888-565-4329 between 06 AM – 02 AM. They will assist you in logging to your account

The Customer Security Assurance (CSA) organization has been established to ensure a safe and secure online experience for our Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues. So' I would request you to please call to 1-888-565-4329 to get complete information about that.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Spanish Customer

I apologize, i don't understand Spanish. I would request you to please send your messages in English. If you need support in Spanish i would request you to please contact our Voice support at 1800-934-6489

Me disculpo, no entiendo español. Me gustaría pedir que por favor enviar sus mensajes en Inglés. Si necesita ayuda en español pediría que por favor póngase en contacto con nuestro soporte de voz en el 1800-934-6489

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Data Charges Policy
XFINITY XFI plan include Unlimited Internet as well as XFINITY modem in just $25. You do not need to pay $15 seperately for the XFINITY Modem. Moreover, it also include XFI pods which may be deliver post 14 days of activation of XFINITY XFI. Once the XFINITY XFI will activated, the Whole Home WIFI evaluation will run during this time period to ensure there is full coverage in the home. If there is any dead spot found in home WIFI evaluation we'll send you XFI pods without any charges.

When you exceed 1 TB of data usage, you will receive an email, an in-browser notice and an additional 50 GB will be automatically allocated and you will automatically be charged $10 each time we need to provide you with an additional 50 GB of data for usage beyond your plan.
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
WIFI Passwords
I will help you to reset the password for the wi fi . you can just follow the simple steps in order to reset the password.
Steps are :
Have your computer connect to the modem directly using an ethernet cable or on Home WIFI network.
Open a browser (Internet Explorer, Mozilla Firefox, Safari).
On the address bar, type in http://10.0.0.1 and press Enter.
Enter the following:
username: admin & password: password
On the left side of the browser window, click on Gateway > Connection > WiFi. You will now see the Private WiFi network Configuration screen.
On the field beside Network Password, input the password that you would like & Once done with the changes, click on Save Settings.
Note: You can also change the network name of your wireless network on the same screen.

The password for your router is located in the sticker on your modem.
It is labeled as network key.
In order to make the changes on the wi fi we require the ethernet cable , so that we can prevent loosing the connection of Internet .
The password to connect your device to network is the Network key. You will be able to find it on a barcode sticker either at the back or at the bottom of the Modem/router device. It is an alphanumeric code.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@
Local Office Appointment

Now, You can schedule an appointment with us if you are visiting our nearest Xfinity Store. Before visiting us, please visit xfinity.com/stores to confirm store hours. You can save time by scheduling an appointment and do not need wait in lines.

You can go to our Xfinity Store Locator tool : xfinity.com/stores and follow the steps below to easily schedule your appointment online.
Enter a location and click the magnifying glass or select the Use current location button to search for a store near you.
The closest stores will appear for you to choose from. Select a store by clicking on the tile in the search results or the View Store
Details link.
Click the Book Appointment button.
Read the prompt and click Continue if applicable. After log in Select a reason for your visit from the list that appears. Then, click Next: Add a Note. You are done.

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

For all channel Line UP http://www.comcast.com/Customers/Clu/ChannelLineup.ashx
Spanish Channel Line up : http://www.comcast.com/bic-plans
Sports Channel line up : https://www.xfinity.com/sports.html
For Shop/Upgrade http://www.comcast.com/upgrade?CMP=ILCXFICOMOSRV3B
Move or transfer the services https://www.comcast.com/move-transfer.html
On Demand Videos http://xfinitytv.comcast.net/ondemand/?cmpid=FCST_rdrct04
To Add International Program https://www.comcast.com/Corporate/Programming/international-programming
Xfinity Home security http://www.comcast.com/home-security/
For Sports Packages http://xfinity.comcast.net/sports/
To Order new box http://store.comcast.com/
To install/check Xfinity Apps http://xfinitytv.comcast.net/app
To add a particular channel http://xfinity.comcast.net/instantly/upgrade/?CMP=FooterIU
For all support can follow https://customer.comcast.com/help-and-support
To check DVR online(Sign in) http://xfinitytv.comcast.net/mytv/dvr
To check SIK order https://securestore.comcast.com/orderlookup.php
Copy right alert http://corporate.comcast.com/unsupported (copy right)
Return equipment http://www.comcast.com/Corporate/ReturnEquipment/ OR call 18009947365
Olympics http://xfinitytv.comcast.net/microsite/nbc-olympics-sochi-2014?mid=13002005
To order cable boxes : https://digitalnow.comcast.com/
To get JOBS in Comcast : https://jobs.comcast.com/
Pandora Set up : http://welcome.comcast.net/x1
Shutter Cloud : - http://comcast.shuttlecloud.com/comcast/start
One time Payment https://customer.xfinity.com/lite/out-of-home
Services at New address : - https://locator.go2broadband.com
New Order Sign up :- https://www.xfinity.com/learn/offers
Seasonal HOLD :- https://inseasonal.cable.comcast.com/
Get Started and get account number : www.xfinity.com/getstarted
Check Usage Details : https://customer.xfinity.com/MyServices/Internet/UsageMeter/
To Check IP address : https://whatismyipaddress.com/
XFI PODS http://www.xfinity.com/xfipods ** SOFT Fallout team (1-877-392-1494) to complete their Pods order. HOW12614 Do not send CX
Sweep takes http://www.comcast.com/sweepstakes
Call rates for International : https://www.xfinity.com/international-voice?showiro=yes
Activate Account and equipment : http://www.comcast.com/activate
To complaint service : http://www.comcast.com/customers/feedback/default.cspx
Call back :- https://www.xfinity.com/support/schedule-callback/
Seasonal Eligibility for the customer using the link : https://inseasonal.cable.comcast.com/#/home
Steps to call back arrange:- Login to MY account>>> Scroll Down>>Contact>>View contact options
Link To Purchase for XFI PODS:- http://www.xfinity.com/xfipods
To track order : https://securestore.comcast.com/orderlookup.php
@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@