Notes

###Opening###
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

I appreciate you bringing this to our attention. I will be more than happy to check that for you😀 Please confirm the first and last name please.

I highly appreciate your efforts prior this chat. Let me take care of this for you : )

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

I am doing great as I have just started my shift with a cup of coffee, Feeling pretty energetic❤️

###Ackowledge##

I do understand your concern about the issue you are experiencing with your *issue. Please be rest assured , I will take care of the issue for you.

I apologize for the inconvenience. Let me help you right away with your issue.

That's not the experience we want you to have as a customer. We want to apologize for falling short

I apologize for the inconvenience. I know that I can't undo your past experience however can work on to make it better.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.

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/Cable/Home phone service.

We really do not want to lose you as a loyal customer, please do not worry I will try all the best possible ways to assist you with this


## Assurance##

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.

No worries, I'm here to help you and be rest assured as I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

##Appreciate##
Thank you so much for being so amazing with me your patience is helping us alot:)

You are the the best customer I have assisted in days:)

I should be the one thanking you for giving me the opportunity to help and sort things out. Thank you also for working with us regarding this matter

Thank you so much. It really means allot to me and motivates me to work with more dedication.

Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )

I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.

It has been my pleasure to assist a valuable customer like you today : )
It's you who we need to thank, Thanks for being wonderful part of Xfinity : )

Thank you, Hope these security checks won't bother you these are just to ensure the confidentiality of your account. Hope you understand.

Now that I have the account pulled up, I want to take the opportunity to express our gratitude for having Comcast as your service provider, appreciate it

It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity. I do really appreciate your business or loyalty with Comcast.

I really appreciate your efforts in trying to resolve this before coming on chat with us.·
##Additional###
HOTSPOT APP: 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.

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.

Please call on the given number right now and I will stay connected with you over the chat till the time you get connected with our dedicated team on call.
In order to get an agent on line please speak your concern on IVR system or press 4-2-2.
##NUMBERS AND LINKS##
Call support : 1800-934-6489
Internet Essentials: 1-855-846-8376
Prepaid: 1-855-757-7372
(CSA): 1888-565-4329
Seasonal helpline: 1-888-633-4266
Business : 1800-391-3000
Movers: 18776856683
data usage : 1877-807-6581
Xfinity mobile service: 1888-936-4968
Moving: https://www.xfinity.com/learn/moving
ACP: www/xfinity.com/acp

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

##cancel services##
Service cancellation can only be done by our Customer Retention specialist. They will place the request for the cancellation and your account billing will be stopped immediately. You need to visit the local Xfinity store to return the equipment's and our team will immediately cancel the account and help you with the final billing or you can call on our voice support: 1800-934-6489

I'll make a full note of what we've discussed and what you're up to so you don't have to repeat everything. You can just advise the representative to look into my documentation so to not repeat yourself again.
##Troubleshooting##

I'm going to reach out to your box to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next minute or two.

I need to update the wifi name and password form my end. Please help me with you preferred wifi name and password so that i can update it on my end

Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.

Please help me with the power light status of the modem is it on, off or flashing
Please make sure that the cable connections with the modem are safe an secured, kindly make sure that the modem is connected to an active coaxial and power outlet.

Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.

**********************SOAK*******************
I would like to inform you that there must be issue with the synchronization of the cable box form the server end, as I have escalated your concern to the advance team and they will run the checks on their end as they have the access to work with the server end, please be assured the team will surely get the issue resolved and I have created a priority ticket for you so this will get resolved shortly.

I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner.

I’ve created a ticket with our next-level support to asist you with a resolution. This process can take up to 24 hours to determine if the issue can be resolved
remotely.

Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you

*********************SOFT DISCONNECT************
I have checked and the account has the past due amount for the $ so you would need to make the one time payment of the past due amount so that the services can be restored for you, as the account not eligible for the payment arrangement so as you will make the one time payment the services will be restored right away.

I have checked in the system and when I go ahead to get the services restored the system gives me the prompt that the past due amount needs to be made $0.00 to get the services restored, I would request you to please make the one time payment as the account is not eligible for the payment arrangement for the past due amount and once you make the payment the services will be restored right away.

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 wont hesitate to do so.

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.


************DEAL NOT AVAILABLE**********

I have checked the account and currently you are on the best deal on the account for the plan you have, the deal on the account gets refreshed after every 15 days so please do not worry let me go ahead add you t the top of the priority list for the customers regarding the deals on the accounts, as soon as the deal is available the team will text you regarding this, yo do not have to contact back again they will get in touch with your and will make sure that once the deal gets available so you can get it on the account. I will go ahead and also add the notes to the account for the same. You are our valuable customer and we will take care of you as our top priority.

### Account Recovery##
I want to inform you that we need to update a password recovery option on the account and it should be connected to the In Home Wi-Fi so that you can verify the link and get the reset code. May I have the phone number and email address on which I can send you the verification link to get the password reset code?

I'd be happy to help you reset your account password. Let's work together to get your account working.

##BILLING##
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.

I wish, I could restore them for you and if I had it in my hands I wouldn't hesitate a minute to restore your services. Unfortunately this is an automated system which verified the payment and arrangement dates then automatically restores the services

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
As I can see currently you have the past due of $ 63.78 on the account and I want to inform you that the account is currently not eligible for the payment arrangement that's why the services got disconnected.

,In order to make the account eligible for the payment arrangement the amount of $63.78 should be made today so that the system can restore the services

Also I wish I could connect you to anyone who have this authority to restore the services but this is done by the system. I hope you will understand:)

##SALE##
I have a great news for you which can bring smile on your face:) shall I share the details with you?

XFI complete: You'll get XFI complete package in that you will get unlimited data with advanced XFI network security + Free home wifi assessment + Upgraded one modem + you will also get advanced 2nd generation XFI POD for no charge for full home coverage if required (eligible) after completion of 14 days of home assessment, sound's good?

Flex: Meanwhile, as you are a valuable customer I am giving you free access to our streaming services with Peacock premium subscription at no charge , you will also get a 4k streaming box with it with no additional cost, It will be free as long as you have xfinity internet. how does it sounds to you?

I would like to inform you that you being a valuable customer of Xfinity eligible to get Xfinity 4K streaming box for free : )

With Xfinity Flex you will be Getting 15,000+ hours of hit movies, current shows, timeless films, and timely updates with free subscription of Peacock Premium for lifetime.

Everything is included for free of cost for a period of lifetime : )

I wanted to inform you that having the Unlimited Data during this time is quite reasonable for my opinion since most of our family member is at home and gradually use the Internet.

While working on your account I have seen that you are eligible to add XFi complete in your package for just additional $11.

With this add on the data restrictions will get removed from your internet plan and It will protect you from being charged for Over Data Usage fee.

Also you will get XFi advanced security enabled on your model and you can get free XFi pods to increase the Wi-Fi coverage and better connectivity in your home for free of cost.

Your current data usage is high speed data usage is restricted to 1229GB.

kindly note the approval page will prompt you to set up autopay however if you dont want to turn it on you can simply toggle it to off status and go directly to final page from where you will be able to approve the order from .

You would have received a consent on this " " email address / Contact number. In order to approve the order you just have to click on "I Agree" and then press the "Submit" button and the order will get approved.

Your order has been placed successfully, Here is the order number " AAAAA " for your reference and Please do expect an email notification within few hours for the order details.

******************XFINITY MOBILE*********************

Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and Nation wide 5G data!

> Unlimited nationwide talk and text.
> Be it access to millions of hotspots, wifi calling, Xchanging old phones for new , unlimited data and many more.
> You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data
I would like to take just a few minutes to make sure you're getting the best value for the services

There's an amazing offer on your account in which you can get mobile phone from Xfinity. I'm surprised as I've never seen such an amazing offer on any customer's account. I must say you're the lucky one.

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).

**Customer Name** , Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1 Gig at just $15 per month and Unlimited data line from $45 or less.
Also adding a line can help you to save a lot on your internet bill along with the mobile service.

***********BAND WRIDTH*********************
Please download the Xfinity app ( not my account app ) . If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by mentioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates.

##TECHNICIAL VISIT##
Please notes these points before we book the tech
1.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.
2.No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services. However the tech will first check the issue and will explain it to you and he will also mention if the charges will apply or not and you will get the option to cancel it that time as well and the charges will be $100
3.You will receive a call from our Automated System prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem
4.Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment

We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

I would like to inform you that the charges for the professional tech will be $100 and these are the one time charges, they will be added to your next monthly bill, you do not have to pay it right now or just after the tech visit

##CLOSING##
On a personal level I appreciate your patience and warmth approach through out our chat. Before we finish, is there anything else that I can assist you with?

I hope that you are happy with my support Today and all the issues are addressed. 😀?

Great, I appreciate your valuable feedback on the service and experience I have provided you Today. Thank you for being a loyal Xfinity customer. I hope you have an amazing rest of the day. You can click on END CHAT option to close the chat properly.

It was a delightful experience for me to assist you on the chat. We appreciate your business and loyalty as a customer. Please share your feedback by clicking on “end chat” button😀