Notes

Relate/Issue Acknowledgement :-
No Internet issue:- 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.
I totally understand the value of internet service for you and will surely take care of it for you.
I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Please let me go ahead and check the root cause of the issue and fix it.
I am sorry your internet is not working. I know that can be frustrating. I would be glad to help you and resolve this issue.
Slow Speed:- I 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.
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.
Staying connected to the internet is a necessity nowadays. I appreciate you taking time chatting in about this matter. I will check the status of equipment in the system and help you.
General Scenario(Relate/acknowledgement):- That's not the experience we want you to have as a customer. We want to apologize for falling short, I request you to give me an opportunity to help you out over this chat. Trust me, you're connected to the right person and I'll ensure that you will have great experience with Xfinity now.

Appreciation:- Thank you for being an awesome customer throughout this chat. We appreciate your business with Xfinity.
Thank you for your outstanding efforts, I truly appreciate everything during this interaction in order to resolve your issue. It was not possible without your support.

Scheduled Trouble Call:- On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.

Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one.

Internet Speed Good For:-
Connect-Speed good for upto 4 devices
Connectmore:- Speed good for upto 5-6 devices
Fast:- Speed good for upto 8 devices
Superfast: Speed good for upto 11 devices
Gigabit/gigabit pro- Unlimited devices

Spanish Chat: I would like to inform you that this chat is available in English only. If you need the assistance in Spanish. I request you to call our dedicated Spanish support at 1-800-934-6489. If you give me an opportunity, I would be glad to help you over the chat in English. Shall I proceed in English or you would like to call our Spanish support at 1-800-934-6489?

Business/bulk Support: Your chat has been routed to the support desk for residential customers only. Your account is a Business/bulk class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.
Or you may also visit at : business.comcast.com/help-and-support/contact-us/

Authentication: I apologize for inconvenience. It is important to protect your account from fraudulent activity and that is why we need to authenticate the account before sharing any information. This is for your information security. I hope you understand the importance of your account and sensitive information.
All this verification is just to keep your account safe from any fraudulent activity.

Hold: Please accept my sincere apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected. I'm making still working on it.

Customer Security Team: I understand and will request you to please contact our customer assurance team at 1888-565-4329 between 06 AM – 02 AM ET / seven days a week. They will assist you in logging to your account

Outage:- Please accept my sincere apologize for the inconvenience as I checked there is an outage going on in your area. That's why your service is not working. I request you to wait as the expected time of end is ..
I'll also go ahead and apply the credit on your account for the service interruption. The credit will reflect in your online account after 24 hours and it will also show in your next bill under adjustment.
Please help me with your reliable contact number. I'll update it on your account for the notification. Once the outage is over, you will be notified quickly.
For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored.

Modem Hard Reset: We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 50 seconds. You should see the lights on the device turn off and start.

Service Cancellation: I'm sorry to hear your decision that you would like to cancel your services. If you please give me an opportunity. I would be glad to help you out over this chat. I can check the best available promotional offers, which may suit you.
Since I'm from technical chat support. Unfortunately, I do not have the access to cancel your services over the chat. I wish I could do it for you over the chat! However, We've a dedicated team. I request you to call our concern/cancellation support at 1-800-934-6489. I'll also make the notes on your account and please be assured. They'll help you over the phone on priority.
You may also visit this Service cancellation link : https://www.xfinity.com/support/cancel-service in order to place the cancellation request online

Internet Essential: 1-855-846-8376, Internet Essentials Einstein Chat Support: https://ec.comcast.com/request-chat-support

PAYMENT arrangement Scenario

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.
Autopay self help : Please note that you can setup up Automatic Payments by visiting https://customer.XFINITY.com/#/settings/bill/autopay

Prepaid Customers: Your chat has been routed to the support desk for residential customers with broadband services. Your account is a Business/bulk class account and have an exclusive support desk. I would request you to please call our prepaid hotline at : 1855-757-7372 for assistance.



Seasonal hold : 1888-633-4266