Notes

OPENING :-
Wonderful Day! Thank you contacting Xfinity Chat Support. Feel free to call me XXX. May I know the first and last name of the awesome customer as well as the nature of your problem.
Good Afternoon !!!!! Welcome to Xfinity chat, I hope you are doing well !!!!!! How can I help you today ?
■■■■■■■■■■■■■■■■■■■■■■■■■■■■ Apologizes For The Service ■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■
1) I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.
2) I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you.
3) I apologize for the inconvenience, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
4) I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work.
5) I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
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* ) I am in your Account, I am going to do is to check your account to verify our options for the the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
* ) No worries, let me pull up your account records then we'll check what best can be done in this case.
* ) Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.
Awesome, so happy to hear that. I really appreciate it
It's you who we need to thank. Thank you so much for your time today and thank you
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TOG
I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.
Please do not minimize the chat or close the chat window in order to keep the session alive till we can resolve the query. It would be requested to avoid using other applications as well as I do not want you to lose t​he chat before resolution and get connected with another agent where you might need to repeat everything again.
←←←←←←←←←←←←←←←←←←←←←←←←←←←←←←←←Troubleshooting Lines→→→→→→→→→→→→→→→→→→→→→→→→ →→→→→→→→
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?
1 ) could you please check all the connection at the back of the cable box all should be tight and properly connected in the right port.
2 ) I'm currently checking for any network issues that may be negatively impacting your connection.
3 ) Right now I am running a test to see if we have Speed to Gateway information for the last seven days . This differs from normal speed tests run from the device and tests the speed from our network to your Wireless Gateway.
4 ) I'm going to reach out to your modem 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.
5 ) 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.
It is normal for an electronic device like a router or modem to wear out after 2 years since it's continuously used and accumulates static. The functionality is at peak within 1-2 years and declines after that.
Modem / Cable Box Reset
Cable box reset
■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■■ Wireless ■■■■■■■■■■■■■■■■■■■■■■■■■■■■
1. Unplug the cable box from the power source to turn it off.
2. Unplug the power cable at the back of the cable box.
3. Wait for 50 seconds .
4. Plug back the power cord to the back of the cable box and make sure that the other end is connected properly to the wall as well.
5. Plug back the cable box to the power source to turn it on.
6. Once the cable box is completely back On, please check for live channels.
---------------------Wired--------------------
1. Unplug the cable box from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the cable box.
3. Wait for 50 seconds .
4. Securely screw the Coaxial cable to the back of the cable box and make sure that the other end is connected properly to the wall as well.
5. Plug back the cable box to the power source to turn it on.
6. Once the cable box is completely back On, please check for live channels. live channels.
---------------------------Xb6, XB7, XB8---------------------
1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem .
3. Wait for 50seconds .
4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for light to sync.
6. Once the modem is completely back On, please check for internet connection
----------------------XB3 and other owned modem with router in built-----------------
1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem .
3. Wait for 50seconds.
4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.
6. Once the modem is completely back On, please check for internet connection.
-----BILLING------
*) What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
* ) 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.
*) 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.
*) 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 arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans.
*) I really apologize to you on their behalf Domonique. I would never lie to a valuable customer like you. I really want to help you out with it as you are so kind and understanding customer but my system is programmed in a way that I am not able to resume it even when I try to.
*) I really want to help you out with the services restored back but as the payment amount is too huge and also it is for over 90 days that is why I am getting an error while resuming your 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 wont hesitate to do so.
⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫ TENURE AND BUSINESS APPRECIATION ⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫
NEW :--- Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.
OLD ; *) I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
*) We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.
⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫ ⚫⚫⚫⚫⚫⚫ TEch LInes ⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫
We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.
I have done all the troubleshooting from My end but I am still not getting any signals from your Modem it seems that we need to schedule a tech appointment for you to take a close look at your Equipment , Should I go ahead and book the tech appointment for you ?
As long as issue is from comcast end you will not be charged for the technician visit and the technician. will let you know in advance if there are any charges applicable .
Technician Has been Scheduled for , arriving EDT , at , Your Ticket number is ,
An adult over 18 must be present during the appointment. We need access to all cable outlets, and the technician cannot move furniture. All services will be interrupted during the technician visit. Please secure pets during the technician visit.
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.
⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫ N P S ⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫⚫
I thank you for your patience and cooperation till now without your understanding and cooperation
It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience
It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience
I hope you are happy with my assistance and experience I have provided you today ?
* ) May I please know How was your overall experience with the Xfinity service and Assistance that I provided you on the chat?
* ) I am delighted to help you. Also, I must admit that you've been the most polite and patient customer I've ever dealt with in many days now. It's a pleasure to chat with customer like you. You've shown utmost cooperation and it is heartwarming.
*) Honestly speaking customer who have patience and cooperative like you are very less. It is nice chatting with you and would love to assist you in future as well.
* ) Once the chat is over your will get the page where I would appreciate your Thoughts for the assistance and experience I have provided during the chat. I hope you have an amazing day ahead. ❤️
* ) I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the “end agent chat” option. I would appreciate your thoughts on the service and experience I have provided.
* ) I am delighted to help you. Also, I must admit that you've been the most polite and patient customer I've ever dealt with in many days now. It's a pleasure to chat with customer like you. You've shown utmost cooperation and it is heartwarming.
I appreciate awesome thoughts on the services and experience I have provided you today. Thanks for being a loyal customer. I hope you have an wonderful rest of your day.
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*} 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.
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 am happy to inform you that you are eligible for our XFINITY WIFI hotspot on the go, please refer the link wifi.XFINITY.com/ to check available hotspots. All you have to do is to connect using your XFINITY user name and password. Or you can also download Xfinity WiFi app on your devices it's available for iOS / Android devices, MacBooks and Microsoft Windows 10 or later and set up using the Xfinity sign in information. It will automatically help you to detect nearby hotspots and connect to them. The best thing is it is free and usage does not count towards your data usage.
You can download the Xfinity Stream app from this link http://xfinity.com/apps and just need to login with your Xfinity username and password.
************ Mobile Pitch :-------
* ) While working I would like to inform you that you are paying around $ for the services and I have an discounted deal available in which I will make your total bill to $131 and you will get high speed of MBPS along with Rental Modem with unlimited data access + flex streaming services + free moto g Play 5g mobile device with new line and gig data plan.
You just need to activate the mobile device for once and then you can also use it as per your choice.
* ) May i please know How much are you currently playing for you Mobile services ?
* ) Your (Internet and Mobile) bill will be $ for 24 months and you will not need to pay anything Extra .
* ) As I see you have Xfinity Mobile service, could you please tell me about your experience with our service?
* ) Out of curiosity, May I know from which service provider you are using your phone services ?
* ) May I please know how much do you pay for the mobile services ?
* ) May I please know your hesitation regarding the porting of your mobile services as Xfinity is giving you unlimited mobile data of 2 lines for just $45
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TElephone to mobile
https://notes.io/qsbHi
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