Notes

opening:--

Thank you for calling xfinity. my name is deepanshi. I am your xfinity ambassdor today. whom do i have the pleasure of speaking with today?

happy:- hi, how r u. thanks for asking. i am also doing great.
irritate:- sorry to hear that. I hope i will make your day better ahead.

Internet issue:-
I’d like to ask you a few questions to ensure I’m finding the best possible solution for you.

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 confirm me what type of connectivity issue (Slow speed or No Connectivity or intermittent connectivity) you are experiencing with your XFINITY Internet?

Please help me with CMAC 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 using any splitter to connect the modem ?

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.

Please confirm the device which is currently attempting to utilize for XFINITY Internet Service?(i.e Desktop/Laptop/Mobile etc)

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.

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.

I just checked the account device settings on your account and I believe it has an opportunity for perfection. What I am going to do is that I am going to optimize it for best speed and stable connection. Rest assured by the time I am done your connection will be perfect.

I have successfully done with the reset process, please try to connect and check is it start working or not ?

I am going to send the refresh signal to your account which will make the device settings updated and will provide you the best connection, signal and speed to your device.

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.

The new WiFi Network name must be 4-31 characters long. It may contain letters, numbers, hyphen ( - ) and underscore ( _ ). Spaces are NOT allowed. The new pasword must be between 8 and 63 characters long. Special characters are allowed with exceptions (<>'"). Paswords are case sensitive and spaces are NOT allowed.

I have successfully update the details from my side , please try to connect with the new Wifi name and password and check is it start working or not ?

Power Cycle :-
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 30-40 seconds it would take care of unwanted static on the line .

4. Reconnect the Coaxial cable back to the modem and meanwhile just ensure other end is also connected properly to wall outlet.

5. Now Plug back the modem to the power source to turn it on and wait for all lights to sync.

6. Once the modem is fully synced , we would try to check internet connection if our issue has been sorted out .
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