Notes

More-
It will be a great pleasure to assist you today. Kindly tell me more about your concern and let's start working on it.

Please help me with your issue so that I can go ahead and help you out.

Internet-
(work - frustration)
I really understand what you're saying, it's hard to use Internet while you are doing work! I know I experienced the same issue a while ago with my previous Internet provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel.

Oh no! I use my internet for everything, so I understand how important it is to get and keep you connected. I' m glad you chatted.

(from home)
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 and I will provide you the best resolution.

TV-
( can't watch TV)
I really understand what you're saying, it's hard to enjoy your TV shows if you can't watch Tv ! I know I experienced the same issue a while ago with my previous cable provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel.

(pixelation )
I've dealt with pixelation on my TV and it was so frustrating! The good news is I'm an expert and I know exactly what to do to fix this issue.

(Error)
I know how frustrating it can be trying to watch tv and getting an error. I know exactly what to do to get the XRE error fixed and you will be watching your favorite shows in no time.

Home phone-
Thank you for reaching out today so I can help. I still use a home phone too, so I know it's super important we get your phone service working ASAP.
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OWN It
(Normal) ( right person)
Please be assured you are connected with right person and I will personally take care of this for you.
(worry)
Nothing to worry about as I am here to assist you in the best possible way.
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Address Confirmation :-
Please help me with your first and last name ?
Please help me with address and zip code so that I can go ahead and help you out.
Before I move ahead to check the root cause, just to confirm is this your current address ?
I now have your account pulled up, let me check the root cause and help you out.
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Appreciation-
(long time)
I noticed while authenticating your account that you've been with us for a long time. I'd like to say thank you for your business and loyalty, for being our customer and for choosing Xfinity.
(welcome)
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.
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Time-
Please stay connected I am working on it.
Thank you for patience and understanding.
Please acknowledge my last message .
Sure, please take your time, no rush, I am here for you

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Very sad - frustrated
(multiple TIME )
I am really feeling bad that you have to go through this and contacted multiple time for same thing. This time I will personally take care of this and will do my best so that you do not have to contact again for the same issue.

(Previous bad exp)
I can understand your frustration on how this was handled, but I can assure you that we’re going to get this resolved for you today.

I really apologize for unpleasant experience which you had faced being a valuable customer of the Comcast family. Please allow me to overturn this situation.

Just to set right expectation it may take few minutes to get everything fixed so please bear with me while I am checking account and troubleshooting to resolve it for you. Your patience will be highly appreciated.
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Start Internet-
How long have you been getting this issue and were there any troubleshooting steps performed earlier?

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.

Please help me with CM MAC address of modem. The MAC address is written on the back/bottom side of modem.
Please confirm me the current status of power light on modem whether it is On, Off or flashing ?
Please check and ensure that all the coaxial cable connection attached with the modem and the wall outlet is finger tight ?
Please confirm are you getting issue on Wired or Wireless devices ?
I request you to please unplug the modem and try to get plug in other wall outlet once and check.

I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-3 minutes for the results.

It looks like your modem is online, but the WIFI personalization is still pending. I'm going to need your help updating this information, please provide me the name and password you would like for your network.