Notes

Opening spiel
AER Statement
Probing Questions
Resolution
Offer XM
Recap
SSO
Closing Spiel
CPN20222 Your Choice Product Details
PRD1519 Xfinity Internet Speed Tiers Overview - Northeast Division
TLK20299 Bonus Mobile Discount Overview - Northeast Division

Also, upon checking the account, you are actually pre-qualified for the Affordable Connectivity Program by the federal government in which it will give you up to $30 monthly subsidy towards your internet bill. You just need to apply through our website xfinity.com/ACP or I can send you an article with a link for you to enroll yourself.

Scenario
1“I have a different provider”
2“I am not interested at this time”
3"I’m on a contract”

Suggested Spiels
1“I certainly understand your loyalty based on the good service that they have provided to you but Xfinity if better. Moreover, you can obtain that same level of service with us for far less out of pocket each month”.
2“I understand you. Please know that this is a way for you to save money and qualify for Xfinity Mobile service. You can save up to $240 discounts annually towards your internet service and a chance to get more discounts if you bring your own device. Let’s review real quick the qualifications and terms to be eligible. I am sure you’ll love it!
3“I totally understand! I wanted you to be aware of the service and the savings. Between trade-ins on current devices and monthly savings, many customers find real value Xfinity Mobile”.

This is an exciting offer which you can save more money and enjoy the best data options from Xfinity”. Let me discuss on how we can save up to $20 towards your internet bill with an estimated $240 savings every year

Discussions (ACP)
1“You can be qualified to get up to $30 credit every month if you qualify for Affordable Connectivity Program. Have you heard about that?
2“Have you heard of the government subsidy discount of up $30 credit in your account and you can be an eligible customer?
2“We can try to enroll to this government program and be qualified to get the credit every month. Let’s go to Xfinity.com/acp to apply!”
3“You can still get the best service with Xfinity and enjoy a $30 discounts everyone once you qualify for Affordable Connectivity Program (ACP). Have you heard about this?”

Bonus Mobile Discount
Please review TLK20299-Bunos Mobile Discounts (NED)

1“Now that we have confirmed your box is working. Did you know that you can save up to $20 monthly and up to $240 for two years if you have your mobile services with us”.
2“Have you heard that when you sign up for mobile service with us and we can get you a $20 discount for two years with no contract?”
2"This is a rare opportunity and most of my customer love this average saving Mobile plan. Let me discuss the details with you”.
3“We have great promotions for you that can match what you pay from your current mobile services which is much cheaper and better. On top of that, we can get you a discount on your existing plan for $20 up to two years by signing up with Xfinity Mobile”.

Common IVR Concerns

“It took too long for me to speak to an actual person.”
/“We understand your time is valuable, so our automated system is designed to attempt
to resolve your concern right away. If it’s unable to, it’ll route you to an expert like me,
and I’ll do everything I can to assist you in a timely manner.”

“Why did your automated
system offer me a callback or
have me wait on the line while
it reset my equipment!”
/“The automated system is designed to provide quick resolution for many of our
customers concerns. If it is unable to resolve your service issue, it will jump start the
repair process prior to being connected to an agent. This way you can spend less time
on the phone with us and more on time on the items that matter to you.”

“Your automated system
didn’t understand what I was
saying. It didn’t recognize my
responses.”
/“Thank you for sharing this feedback with me. I know it can be frustrating when an
automated system does not recognize your responses. I recently had a similar
experience when I called a company and realized that my background noises were
interfering. Many factors can have that impact. We are constantly improving the
efficiency of our automated system. I’m confident your next experience will be better,
and I’m glad that you got me on the line to take great care of you today.”

"I want a person to handle my
concern, not your automated
system.”
/“I enjoy helping my customers and fully understand where you are coming from. We
always want to be mindful of the time and energy it takes for you to call in. Many of our
customers’ issues/concerns can be conveniently handled by our automated system. It
attempts to resolve your issue or concern, so you don’t have to take more time out of
your day to speak to an agent.”

"Why do I have to provide so
much information to your
automated system before I
can speak to someone?”
/”I appreciate your question and am happy to answer it. Our automated system
completes the verification process and gets preliminary information from you to transfer
you to an expert in the right department to handle your concerns. We’re mindful of your
time and privacy, so when you’re already verified by the automated system we’re able to
start assisting you right away. It looks like you are calling regarding…, is this correct?
How can I assist you?”

“It’s very difficult to make a
payment through your
automated system! Can you
take my payment?”
/"I completely understand you want it to be simple and easy to make your payment. Our
automated system is designed to ensure we keep your financial information secure. I’d
be happy to walk you through our available self-service options so you can make your
payment when it is convenient for you to do so. In addition to our automated system, you
can make your payment online or on the Xfinity My Account App 24/7.”

"I didn’t hear an option on
your automated system to
help me with my question.
Can you assist me with…?”
/"I’d definitely want to speak to a live agent, too, if the automated system didn’t answer all
my questions. Many customer concerns fall into the categories of billing, technical
support, or other concerns. Our automated system routes you to the best department
based on the information provided, and we’re continuously making updates to capture
our customers’ unique needs. I realize the importance for you to speak to someone who
can properly care for your concerns. Rest assured, I’m the right person to assist you.
Please tell me more about…”

"Your automated system just
sent me through a
continuous loop. I had to call
back in to speak to
someone.”
/"First, thank you so much for calling back in and being patient with our automated
system. A loop may occur when a response isn't recognized or the time allotted for that
response runs out, so your feedback really helps us make the right improvements. We're
continuously updating our automated system to make it easier for valued customers like
you. Rest assured, now that you have me, I'm committed to fully taking care of you
today.” ... "I see you’re calling about … ”

FOR RECAP
Mr. / Ms. Customer before I let you go, is there anything else that I can assist you with aside from this one?
Yes: Oh! No worries I would be more than happy to assist you with that.
No: I see. With that I just want to make sure that I've got everything covered today.

You called in because ___________, and what we did is to ___________. Can you now confirm that I have resolved your concern for today?
No: I am sorry to hear that Mr./Ms. Customer, but we will take this as a feedback to improve more with our customer service.
Yes: That's great to hear! Thank you so much for giving me a chance to help you out today.

And since you no longer have any other concern, then I don't want to take too much of your time. Once again this is ____________. I would appreciate any feedback regarding with service and experience that I have provided you today. Thank you so much for choosing Xfinity as your service provider. Please enjoy the rest of your day/night, keep safe always and bye for now.

XFINITY MOBILE
Planting Seed for (YES) Customers
*I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services."

*You mentioned earlier that you're paying ____ for your mobile services with the subscription of _____, you can actually get the same subscription for only _____ every month! Which means, you'll be getting _____savings every month and _____savings in year! And with our BYOD option, you will be able to bring your own device, port your phone number at NO EXTRA COST!

Planting Seed for (NO) Customers
*"I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment, or need to thiink about it first - I can schedule a ring on your most convenient time while we check for the best offer for Your account. Which phone are you interested getting soon if I may ask?

"Thank you so much for answering my questions - I hope to hear from you again soon."

Updated Call Flow

Greetings: Open the call correctly
Thank you for calling Comcast my Name is_________________, May I have your 1st Name Please
Thank you so Much Mr._______________How are you today?
Provide appropriate empathy and assurance statement - Use the caller’s Name
E.g
Oh that's not good that you are seeing an increase on your bill, let me check on it so I can help you with it.
I apologize that you have been waiting for such a long time and having trouble with automated system, I just want you to know that the automated system will help us sort your concerns and be directed on the right department. Thank you so much also for authenticating your account right away.
Ask relevant questions: Please see sample questions below.
Did you change your package lately?
Where you able to pay the full amount on your previous bill?
Do you happen to know if you are enrolled on a certain promotions which you think will expire soon or expired already
Did you add or purchased another channel of another product?
Utilize your resources: this is to make sure that we would be able to provide appropriate explanation to their concerns
HOW Documents
Bill Comparison
Billing ledger
Offer XM: Once you resolve the issues of the customer and the customers agrees on your explanation Please make sure to offer XM for more savings
What is your current mobile provider
How Much are you paying
Use the savings calculator and focus on the savings that they can get
Close the sale by using assumptive close
Example spiel for assumptive close: Let me sign you up then so we can start getting those savings right away
If the customer decline for XM offer other products for GSR
Upgrades for internet speed
Flexbox
Provide a complete RECAP- Please see sample script below.
To make sure everything is being covered, the reason for your call today is_____________________ and the resolution provides is that_________________, are we good with the resolution?
Tempt Check: Ask questions to identify if the customer is happy with the resolution you provided and if they have other concerns
Was I able to answer all your questions for today?
Anything else I can help you with?
Educate the customer about SSO:
Alright then, I am happy that I was able to answer all of your questions for today, before we end this call I would like you to know that you can also check your bills, make payment and see other promotions that we have using the Xfiniy app, I really encourage you to log-in to your account and see the features of it as it is really helpful and convenient., ok?
Close the call:
Once again my name is_________ appreciate you calling and your cooperation to sort things out. Have a great day, byebye.

==========================================================================
Empathy and Assurance Verbiages

Bill increase

It’s not good that we are seeing an increase on our bill but let me help you check and identify the reason for the increase
Oh I am sorry you are seeing an increase but no worries let us check and identify the reason for it and let us see what we can do to decrease the bill moving forward
I totally understand the feeling of frustration seeing an increase on our bill, Let me help you with that and let us check where the increase coming from

IVR:
I have to apologize for the experience with our Automated system but we just want to make sure that you are routed on the right department to help you better, alright?
I apologize that you have been waiting for such a long time and having trouble with our automated system, I just want you to know that the automated system will help us sort your concerns and be directed on the right department. Thank you so much also for authenticating your account right away.

Asking to restore the service
Oh sorry if you are experiencing interruptions on your service now, let us check the reason for it and let us see what we can do about it, ok?
----------------------
MAKE SURE TO INCLUDE ON YOUR OPENING TO APPRECIATE CUSTOMER'S TIME AND EFFORT: as they've been waiting on the IVR for so long.

"Thank you for patiently waiting on the line and get a live representative. I'm glad to help you today with your _____ (concern) and just in case the call got disconnected may I have your best contact number please? "....

Use this spiel after you ask the customer how can you help them > Acknowledge first their concern > EX: "Thank you for that information that you provided I understand that you wanted to know why your bill increased and I'm glad to help you today. I'll make sure to exhaust everything within my power to answer your questions/resolved your concern. And I would like to appreciate you for patiently waiting on the line and get a live representative. Just in case the call got disconnected may I have your best contact number please?..."

CLOSING DO NOT FORGET:
"For Future reference you can always use Xfinity app to manage your account, contact our chat support or schedule a call back so instead of waiting on the line Comcast will be the one to call you...."

Reminder: NOW TV Customers Can’t Use Xfinity X1 Equipment
When assisting customers who have downgraded their service from Xfinity X1 to NOW TV, please remind them that they cannot use their Xfinity X1 TV Boxes to watch NOW TV content.

NOW TV is currently available on Xfinity Flex streaming TV Boxes, Apple or Android mobile devices, FireTVs, Chromecast and Apple AirPlay. Customers will see an error on-screen if they attempt to watch NOW TV on their X1 equipment.

For more on NOW TV, including FAQs, see NOW TV Overview.
Peacock Premium No Longer Included with Xfinity Services
Effective today, Peacock Premium is no longer included at no extra cost with Xfinity services. Eligible customers can re-subscribe through Xfinity between June 26 and August 25 at discounted rate of $2.99/month for 12 months before being billed at the regular monthly rate.

Note that Diamond and Platinum Xfinity Rewards members will continue to receive Peacock Premium for free with their Xfinity service (no end date at this time) and Gigabit-speed customers will receive it free for two years.
For more details and frequently asked questions you can send to customers, see Peacock Subscription Changes on June 26, 2023 and FAQs.

Xfinity Rewards Summer of Movies Starts Today

Starting today, Xfinity Rewards Summer of Movies is back and bigger than ever. This year’s Summer of Movies campaign runs through September 4 and offers many movie and television-centered rewards. Highlights include:
Peacock Premium: Platinum and Diamond tier Rewards members can redeem this reward to get Peacock Premium at no cost.
Free Lifetime Movie Club Trial: Now through July 9, Gold, Platinum and Diamond Rewards members with X1 or Flex, who don’t currently subscribe to Lifetime Movie Club, can get a free 30-day trial on us.
Xumo TV Sweepstakes: Now through September 4, all Rewards members can enter for a chance to win one of ten 50" Hisense Xumo TVs given away each week.
Gopuff Ice Cream Reward: Now through September 15, Rewards members of all tiers who live in areas where Gopuff is available can enjoy free ice cream from Gopuff. Some restrictions apply.
$1 Movie Weekend Rental: This summer on every Friday through Sunday, Rewards members can rent a movie priced $5.99 or less for only $1.
Oppenheimer Fandango Tickets: From July 1 through August 13, all Rewards members can enjoy buy one get one Fandango movie tickets to see Oppenheimer in theaters. Available while supplies last.
Movies on Us: From July 10 through August 13, Reward members can enjoy a different movie on us every week to watch as much as they want whenever they want.
All Rewards customers are eligible for the Summer of Movies. Rewards available vary based on customer’s rewards tier, and are subject to eligibility requirements and availability. You can see what rewards a customer is eligible for by viewing their account in Einstein 360. For more information, see Xfinity Rewards Summer of Movies 2023.

Xfinity Free this Week – Music Choice Relax

With “Free this Week,” Xfinity X1, Xfinity Flex, and Xfinity Internet customers can unlock entertainment every single week – no strings attached. Today through July 2, enjoy Music Choice Relax. X1 and Flex customers can say “Free this Week” into their Xfinity Voice Remote to watch great content, including:

David Huting: Beaches of Maui
John of Light: Northwoods Forest Ambience
Ma Ambience: Campfire in the Mountains
David Huting: Relaxing Waves of Oahu
DJ Zen: Views Around the World Part 2
John of Light: Journey to the Australian Rainforests
David Huting: Rocky Mountain Wonders

Free featured content varies depending on the customer’s plan, so they can check every Monday to see what’s available. For more information, including eligibility and frequently asked questions, see Xfinity’s Free this Week Overview. Customers can see upcoming Free this Week highlights from the Free this Week Hub page.

XFINITY INTERNET
Service Speed EDP
Connect 75/10 Mbps $65
Connect More 200/10 Mbps $87
Fast 400/10 Mbps $102
Superfast 800/20 Mbps $107
Gigabit Internet 1.0G/20 Mbps $112
Gigabit Extra 1.2G/35 Mbps $117

XFINITY TV (Cable Box)
Service Includes EDP
Limited Basic B1 Varies
Choice TV Select B1, HD, cDVR20, BTV Fee, 2 streams $32.50
Choice TV B1 HD, cDVR20, Streampix $35
Popular TV B1, B2, HD, cDVR20, Streampix $70
Ultimate TV Popular TV, D1 $90

ADD ON SERVICES
Service Price
Ultimate TV (Campaign Y09) $20
Xfinity TV Latino $10
Deportes $5
Kids & Family $10
Entertainment $17
Sports & News $30
More Sports $9.95
DVR Service (150 hrs) $10
Premium DVR (300 hrs) $20
STARZ $8.99
Showtime $12
Cinemax $12
TMC $12
HITZ $12
HBO $15
MGM+ $5.99

PREMIUM COMBO PACKS
Eligibility: New and existing customers with Ultimate TV.

PACK#1 $31.48
Netflix, MGM+, DVR

Add-On Options:
DVR150 $10.00
Netflix $15.49
MGM+ $5.99

PACK#2 $30.98
HBO, MGM+, DVR
Add-On Options:
DVR150 $10.00
Max HBO $14.99
MGM+ $5.99

PACK#3 $58.47
Netflix, HBO, Show, MGM+, DVR
Add-On Options
DVR150 $10.00
Netflix $15.49
Showtime $12.00
MGM+ $5.99

XFINITY VOICE EDP $30
14 calling features, international calls to Canada, Mexico, China, and India

Features: Voicemail, Call ID, Caller ID on TV, Call Forwarding, Call Screening, Call Trace, Advanced Call Forwarding, Anonymous Call Rejection, Call ID Blocking Per Call/Line, Caller ID with Call Waiting, Call Forwarding Selective, Call Waiting (optional), Readable Voicemail, Three-Way Calling

Add-On Services
Additional Line (with features, Unlimited Select) $10
Carefree Minutes World Select 300 $9.95
Carefree Minutes Latin America 300 $9.95

XFINITY INTERNET SPEED TIERS
*Equipment Requirements
All Xfinity Internet tiers require a DOCSIS 3.0 or 3.1 cable modem, eMTA, or Wireless Gateway. For more information on the types of Wireless Gateway devices and the level of service required see, Wireless Gateway Speed and Equipment Overview - Northeast Division.

Default Bootfiles
If your customer's gateway can’t get to the speed required for their speed tier, they’ll be put into a default bootfile to help them get to the top speed of their device until they update it:
If a customer has an incompatible DOCSIS 3.0 device, they’ll be put in a default bootfile (default2_dn/default2_up) until they update their gateway.
If a customer has an incompatible DOCSIS 2.0 device, they’ll be put in a default bootfile (defaultd2_dn/defaultd2_up) until they update their gateway.

Eligibility
Check Available Campaigns in CSG or Additional Services in XOE for Xfinity Internet speed tier availability.

XFINITY INTERNET SPEED TIERS
Xfinity Internet Speed Tiers/SPEED/No. of Devices

Economy Plus 3 Mbps/768 Kbp 1-2
(Retired)
IE 50 Mbps/10 Mbps Up to 4
Connect 75 Mbps/10 Mbps Up to 4
IE+ 100 Mbps/20 MbpsUp to 4
Connect More 200 Mbps/10 MbpsUp to 5
Fast 400 Mbps/10 Mbps Upto11 Note: Not available in all areas
Superfast 800 Mbps/20 Mbps 12+ Note: Not available in all areas
Gigabit Internet 1.0 Gbps/20 Mbps Unlimited
Gigabit Extra 1.2 Gbps/35 Mbps Unlimited Note: Not available in all areas
Gigabit x2 2 Gbps/100 Mbps Unlimited Note: Not available in all areas
Gigabit x10 10 Gbps/10 Gbps Unlimited Note: Not available in all areas

Note: xFi Complete customers on mid-split capable nodes in active Next Generation Network markets will have faster upload speeds at no additional cost. Areas that are not DOCSIS 3.1 capable are not eligible for Gigabit Extra or higher speeds.

EPON Speeds and Bootfiles
Only available in select areas of the Beltway and Keystone Regions.

Tier DL/UL
Connect
(Symmetrical) 75/75 Mbps
Connect More
(Symmetrical) 200/200 Mbps
Fast
(Symmetrical) 400/400 Mbps
Superfast
(Symmetrical) 800/800 Mbps
Gigabit Internet
(Symmetrical) 1.0/1.0 Gbps

BONUS MOBILE DISCOUNT (BMD)
Overview
New and existing Xfinity customers subscribing to Xfinity Internet will qualify for a Bonus Mobile Discount (BMD) when adding new Xfinity Mobile By the Gig (BTG) or Unlimited. For existing customers, a Bonus Mobile Discount tracking code must be added to the account prior to the Xfinity Mobile service in order for the customer to be eligible for the discount.

Note: Xfinity Mobile service must be activated within 90 days of installation (for acquisition customers) or tracking code application (for existing customers) to receive the discount.

Who's Impacted
Acquisition Offers
We offer new acquisition customers subscribing to Connect More Internet and above a BMD when adding new Xfinity Mobile By the Gig (BTG) or Unlimited.

Acquisition Offer BMD with BTG BMD with Unli Data
Gigabit x2 $10 x24 $30 x24
Gigabit Extra $10 x24 $30 x24
Gigabit Internet $10 x24 $20 x24
Superfast $10 x24 $20 x24
Fast $10 x24 $10 x24
Connect More $10 x24 $10 x24

Upgrade Offers
We offer existing Xfinity Internet customers subscribing to Connect More and above a BMD when adding new Xfinity Mobile By the Gig (BTG) or Unlimited.

Upgrade Offer BMD with BTG BMD with Unli Data
Gigabit Extra $10 x24 $30 x24
Gigabit Internet $10 x24 $20 x24
Superfast $10 x24 $20 x24
Fast $10 x24 $10 x24
Connect More $10 x24 $10 x24

Note: Only Care, Bulk/MDU, and Retention agents will have access to the discount tracking code (located in Available Campaigns in CSG), which must be added to the account for the customer to receive the BMD. Xfinity Mobile service must be activated within 90 days of the interaction to receive the discount. Existing Xfinity Mobile customers do not qualify, and tracking codes will not populate. Tracking code campaigns will also not populate if an XM tracking code is already present on the account.

Legacy Offers
We offer existing customers subscribing to Legacy services a BMD when adding new Xfinity Mobile By the Gig (BTG) or Unlimited.

Xfinity Service BMD with BTG BMD with Unli Data
Gigabit + $10 x24 $30 x24
Extreme Pro $10 x24 $20 x24
Blast $10 x24 $20 x24
Performance Pro $10 x24 $10 x24
Performance $10 x24 $10 x24
Any 2-product
w/ Performance/
Connect More or
Higher Speed $10 x24 $20 x24
Standard +More $10 MPD $20 x24 (includes MPD)
Select +More $10 MPD $20 x24 (includes MPD)
Signature/Super +More$10 MPD $30 x24 (includes MPD)
3-product/4-product
(w/ or w/o
Xfinity Home) $10 x24 $10 x24

Note: Only Care, Bulk/MDU, and Retention agents will have access to the discount tracking code (located in Available Campaigns in CSG), which must be added to the account for the customer to receive the BMD. Xfinity Mobile service must be activated within 90 days of the interaction to receive the discount. Existing Xfinity Mobile customers do not qualify, and tracking codes will not populate. Tracking code campaigns will also not populate if an XM tracking code is already present on the account.

HOW TO HELP
These offers may appeal to new and existing customers who may not have previously considered Xfinity Mobile, or to those who are unaware that Xfinity offers mobile service. You have the opportunity to promote the value of Xfinity Mobile to any eligible customer and upsell mobile with even more savings for each customer. For existing customers, the discount tracking code must be added to the account prior to adding the Xfinity Mobile service.
How the Discount is Applied

When an account with the appropriate tracking code signs up for Xfinity Mobile, an automated back-end process (macro) will run within 30 days to automatically apply the discount. Customers will see the discount reflected on their accounts within the next two billing cycles after meeting the eligibility criteria. No action is required for this to occur.
If the customer becomes ineligible for this discount due to a change made to their services such as discontinuing their Xfinity Mobile service or downgrading to an ineligible service/package, this rate code is automatically removed by the macro.
To determine why a discount was added or removed, review the notes provided by the macro in the Memos section of CSG.

HANDLING ESCALATIONS
If the discount has not been applied, review the terms of eligibility for the discount by reviewing consent. Consent can be found in Einstein under Services > Customer Agreements > Approvals. After reviewing the eligibility criteria, verify that the customer has met these criteria by reviewing their order in XM360 > Orders & Returns.

If the customer has met the eligibility criteria for this discount and you do not see the credit on the customer’s account after two billing cycles, please open an IS Billing Support TechSpot ticket. Do not reissue another credit.

If the customer says that an agent told them they would qualify for a discount they're ineligible for, see Customer Received Incorrect Campaign Information - Call Handling.

FAQs

AGENT QUESTIONS
Can all newly installed customers take advantage of the Bonus Mobile Discount?
Only eligible Fast Internet and above customers who activate new Xfinity Mobile service within 90 days of their installation date are eligible for the Bonus Mobile Discount.

Is it necessary to add a code to new acquisition orders to enable Xfinity Mobile Unlimited customers to receive the Bonus Mobile Discount?
No, a backend process will automatically apply the discount if the customer is in a qualifying package and activates new Xfinity Mobile service within 90 days of their installation.

Are existing customers eligible for the Bonus Mobile Discount?
Yes, existing customers are eligible for the Bonus Mobile Discount if they call into Care, Bulk CoE, or Retention and add new Xfinity Mobile service. Note: The BMD is not available to existing Xfinity Mobile customers adding new lines.

Is it necessary to add a code to existing customer accounts to enable the Bonus Mobile Discount?
Yes, a discount tracking code must be added to the account in order for the customer to receive the Bonus Mobile Discount. Xfinity Mobile service must be activated within 90 days of the interaction to receive the discount. Note: The discount tracking code must be added to the account prior to adding the Xfinity Mobile service.

Will customers need to complete consent/customer approval when adding the BMD tracking code?
Yes, customers will need to complete customer approval when adding the BMD tracking code to the account. Agents must inform the customer that they have 90 days to activate a new Xfinity Mobile account in order to receive the discount and that the code will roll off after 90 days.

If a new eligible customer signs up for Xfinity Mobile online or via the Xfinity app within 90 days of installation will the backend process apply the Bonus Mobile Discount?
Yes, the backend process will identify eligible customers regardless of the point of sale (.com, retail, inbound sales, and/or app).

Can eligible customers who do not sign up for new Xfinity Mobile at the point of sale still take advantage of the Bonus Mobile Discount if they add Xfinity Mobile later?
Yes, eligible new customers may add Xfinity Mobile service within 90 days of installation to receive the Bonus Mobile Discount. Beyond 90 days, existing customers become eligible for the Bonus Mobile Discount once the discount tracking code is applied. Xfinity Mobile service must be activated within 90 days of the interaction to receive the discount. Note: The discount tracking code must be added to the account before the Xfinity Mobile service to receive the discount.

If a new eligible customer subscribes to By the Gig (BTG), then switches to Unlimited within the first 90 days, can they receive the Bonus Mobile Discount with Unlimited after switching?
Yes, customers have 90 days to change their Xfinity Mobile plan from BTG to Unlimited, to be eligible for the Bonus Mobile Discount with Unlimited line. Note: Customers can only switch once.
If a new eligible Xfinity Internet customer wants to upgrade to a faster Internet speed tier, will they be eligible for the Bonus Mobile Discount with Unlimited?
Customers have 30 days to change their Internet service, and 90 days to add/change their mobile plan to be eligible for the Bonus Mobile Discount with Unlimited.

If a customer downgrades their service what happens to the Bonus Mobile Discount?
Downgrades to ineligible Xfinity Internet-only tiers or removing Xfinity Mobile will result in the loss of the Bonus Mobile Discount.

If a customer moves and requests to transfer services, are they eligible for the Bonus Mobile Discount?
Customers who transfer existing services or sign up for a new eligible acquisition offer would be eligible for the Bonus Mobile Discount if they activate new Xfinity Mobile service within 90 days of their installation.
Does the customer need to sign up for the contract promotional rate to be eligible for the Bonus Mobile Discount?
No, new customers are eligible for the Bonus Mobile Discount with or without a contract.

CUSTOMER QUESTIONS
How does the Bonus Mobile Discount work?
If you’re on a qualifying plan and add Xfinity Mobile (with or without Unlimited Data) within 90 days, we’ll automatically apply the discount to your Xfinity cable bill statement within two billing cycles (not the Xfinity Mobile bill statement).

Where can I find the Bonus Mobile Discount?
The Bonus Mobile Discount is included on your Xfinity cable statement under the Your Xfinity Package section and is reflected in the total monthly charges. Once you activate a qualifying Xfinity Mobile line, the discount will appear on your next billing cycle.

If I have multiple Xfinity Mobile lines, can I get an additional discount?
No. You will only receive one Bonus Mobile Discount, regardless of how many Xfinity Mobile lines you have.

What happens if I’m in an eligible package, but am just now adding Xfinity Mobile? Am I eligible?
If you add Xfinity Mobile within 90 days of installation (for acquisition customers) or discount tracking code application (for existing customers) to an eligible plan, we’ll apply the Bonus Mobile Discount on your next billing cycle.

Will my Bonus Mobile Discount expire at some point?
The Bonus Mobile Discount will expire after 24 months.

What happens to my discount if I switch from Unlimited to the By the Gig (BTG) data plan?
If you switch from Unlimited Data to BTG, you will receive an email informing you that you will lose the Bonus Mobile Discount with Unlimited discount indefinitely unless you switch back to Xfinity Mobile Unlimited within 14 days. You will continue to receive the $10 x24 Bonus Mobile Discount for BTG, if within 90 days of installation (while the BMD eligibility code is still on the account). Note: Customers can only switch once.

XFINITY FLEX
General
What is Xfinity Flex?
Search less and watch more with Xfinity Flex, a voice-controlled 4K ultra high definition (UHD)-ready streaming box that puts all your favorite streaming apps in one place on your TV.

How do I get Xfinity Flex?
The easiest way to get Xfinity Flex is by visiting xfinity.com/flex and choosing Get Flex.
You can also order Xfinity Flex by contacting us or visiting an Xfinity Retail Store.

What can I expect after I order Xfinity Flex?
You should get your Xfinity Flex streaming TV Box within three to five business days. Just follow the instructions in the Getting Started kit, and you'll be up and running in no time. You'll need the phone number associated with your account, so have that handy. Learn more about the simple setup in our Xfinity Flex Activation Guide.

How much does Xfinity Flex cost?
Flex service comes with a one-time $15 Flex Activation Fee (plus tax) for new customers. The Xfinity Flex streaming TV Box is owned by Comcast and leased to you month-to-month. The first Flex streaming TV Box is included with your Xfinity Internet service. Each additional streaming TV Box is currently $5 per month.

When do I pay the activation fee?
The $15 one-time Flex Activation Fee for new customers will be included in the Add ons section of your first bill after signing up.

I have a Roku/Fire TV/Smart TV. Why should I get Xfinity Flex?
Xfinity Flex is a 4K-capable streaming box that allows you to search your entire entertainment library with the award-winning Voice Remote without switching inputs. You can control your Xfinity xFi service to know what devices are online and pause WiFi access during family time. Plus, you can access 24/7 customer service if you ever need it.

I have Xfinity Flex. How do I upgrade to Xfinity TV?
Learn more about Choice TV with Xfinity Flex and how to upgrade right from your TV!

I am an X1 customer, and I want Xfinity Flex for a spare room. How do I get an extra streaming box?
Xfinity Flex won't work in your home if you already have X1.

You can order additional X1 boxes through your existing X1 box or by contacting us.

How do I cancel Flex?
You can cancel Flex at any time by returning your Flex equipment.

How do I return my Xfinity Flex equipment?
Go to xfinity.com/returns, and you’ll see a list of all the Xfinity equipment on your account.

Select your Xfinity Flex streaming TV Box, and then you’ll be given two return options:
Print a free UPS return label, then pack it in the original shipping box (if you still have it) and ship it to us.
Bring it to a local Xfinity Retail Store, where it will be taken off your account immediately.

If I cancel Xfinity Flex, will I lose my Xfinity Internet service?
No, canceling Xfinity Flex will have no effect on your Xfinity Internet service. However, you'll be required to return your Xfinity Flex streaming TV Box.

If I cancel Xfinity Flex, will I get my $15 activation fee returned?
If you cancel Flex within the first 30 days of subscription, you'll be credited the $15 activation fee back to your account as part of our Xfinity Customer Commitment.

If you cancel Flex more than 30 days after signup, you won't receive a refund of the activation fee.

Set Up and Use Xfinity Flex
How do I set up Xfinity Flex?
Before you begin, make sure your Xfinity Internet is active. Secure the HDMI cable between your TV and the Xfinity Flex streaming TV Box. Plug the power adapter into an electrical outlet and connect it to your Xfinity Flex streaming box, then follow the on-screen prompts to activate.

Note: You can also begin the activation process using the Xfinity app. Learn more about the simple set up in our Flex Activation Guide.

Do I need an Xfinity xFi Gateway to get Xfinity Flex or can I use my own modem?
We recommend using an xFi Gateway to use features like our Xfinity xFi digital dashboard right on your TV, but you can choose to use your own modem instead.

How does xFi work with Xfinity Flex?
If you have an Xfinity xFi Gateway, you can control your xFi service on Xfinity Flex, including knowing what devices are online and pausing WiFi access during family time. Xfinity Flex automatically connects to the internet using xFi.

Can I use the Xfinity Stream app as an Xfinity Flex customer?
Yes, you can watch purchased and/or rented content and premium subscriptions when you log into Xfinity Stream online or on the app with your Xfinity ID and password. If you'd like to watch live TV, record shows with Cloud DVR and gain access to an On Demand library with over 100,000 movies and shows, you can upgrade to Choice TV with Xfinity Flex to use the Xfinity Stream app on your Flex streaming TV Box.

Can I use DVR?
If you're interested in DVR service to record your favorite live shows and movies, you can upgrade to Choice TV with Xfinity Flex right from your Flex streaming TV Box.

Watch Xfinity Flex Content
What content is on Xfinity Flex?
Xfinity Flex lets you easily access all your favorite apps and networks, including Netflix, Disney+, Hulu, Prime Video, Paramount+, Spotify, Max HBO and more. You also have access to free apps like Xumo Play, Tubi and Pluto, which include over 10,000 free shows and movies, including 200 channels.

Can I watch live TV?
Broadcast TV (e.g., NBC, CBS, ABC and FOX) and cable networks (e.g., CNN, ESPN and HGTV) are not included with Xfinity Flex. If you'd like to watch live TV, plus gain access to Cloud DVR to record shows, as well as an On Demand library with over 100,000 movies and shows, you can upgrade to Choice TV with Xfinity Flex right from your Flex streaming TV Box.

I currently subscribe to live TV channels through another service (e.g., DirecTV Now, Fubo TV, and/or Philo TV). Can I watch them on Xfinity Flex?
At this time, YouTube TV, Hulu Live TV, Sling TV Orange and Blue and Paramount+ are available on Xfinity Flex. For all other linear services, you’ll need to subscribe to Xfinity TV service to watch live broadcast and cable TV channels. Learn how to upgrade to Choice TV with Xfinity Flex right from your TV.

What On Demand content is available on Flex?
You will be able to pay for rentals and purchases from the full Xfinity On Demand library through Flex. You’ll also have access to all of the free content that internet-only customers are able to watch.

Can I buy movies and TV series?
Yes, you can rent or purchase thousands of movies and shows on Xfinity Flex. Whether you’re looking for family-friendly, laugh out loud, drama or horror, we have something for every mood! And with Xfinity Movie Premiere, you can rent new movies without even going to the theater. Just say “Xfinity Movie Premiere” into your Voice Remote.

I have a 4K TV. Does Xfinity Flex support 4K UHD streaming?
Yes! The Xfinity Flex streaming TV Box supports 4K UHD streaming and provides access to 4K titles and content. 4K UHD content can be found using Prime Video, YouTube, Netflix, Disney+ and Xfinity On Demand currently, and more content will be added in the future. You'll need to have a 4K-compatible TV and, in some cases (like Netflix), a 4K subscription.

I currently subscribe to Netflix, Disney+, Hulu, Prime Video, Max HBO, SHOWTIME online (or app) and/or other OTT subscription services. Can I keep watching on Xfinity Flex using my existing login information?
Yes. You'll be asked to sign in once you open the app on Xfinity Flex.

I currently subscribe to Cinemax, Starz and/or MGM+ online. Can I continue watching on Xfinity Flex using my existing credentials?
No. You'll need to cancel your existing subscription and purchase these services through Comcast to access them on your Xfinity Flex streaming TV Box.

Does all my Xfinity Flex content, including content from Comcast/NBCUniversal and my Xfinity Home Camera feeds, count against my internet usage?
Xfinity Flex is an internet-only service, meaning all usage on Xfinity Flex is streamed over the internet. Video (including from Comcast and NBCUniversal), music, web cameras and the Xfinity Flex guide itself – all of these will count toward your internet usage. You can check your data usage in the Account section on Xfinity Flex.

Is pay per view (PPV) available on Xfinity Flex?
No, not at this time. If you're interested in PPV programming, we recommend an Xfinity TV package with X1.

How do I change the time on my Flex device?
Select Settings > Device Settings > Time and Measurement Preferences. Here, you can make the time on your Xfinity Flex streaming TV Box display as a 24-hour or 12-hour clock, change the day/month/year format and make the units of measurement and temperature US or Metric.

NOW TV
Overview
With NOW TV, you can choose from more than 40 live channels and On Demand content, including hit Hollywood movies, acclaimed original series and classic favorites from networks like Hallmark, History and AMC. Plus, you get Peacock Premium at no extra cost.

You can watch NOW TV at home on your Flex streaming TV Box or any other eligible streaming TV device, or you can watch on-the-go with the Xfinity Stream app on up to three mobile devices at the same time.

NOW TV
NOW TV Live: 40+ live channels and On Demand content available with the Xfinity Stream app.
Top channels include:
Live News and Weather
BBC America
BBC News
The Weather Channel
Lifestyle Interests
A&E
AMC
Animal Planet
Comedy TV
Cooking
Crime + Investigation
Discovery
Discovery Life
Food Network
FYI
Great American Family
Great American Living
Get TV
Game Show Network (GSN)
Hallmark
Hallmark Drama
Hallmark Movies
HGTV
HISTORY
Investigation Discovery
IFC
Justice Central
Lifetime
Lifetime Movie Network
Magnolia Network
Military History
MotorTrend Network
Pursuit
Recipe TV
Science Channel
Sony Movies
Sundance TV
TLC
Travel Channel
Vice
Weather Channel
Multicultural
AFROTV
OWN
WeTV
20 hours of cloud DVR
Streaming on three concurrent screens

Plus, at no extra cost:
Peacock Premium (access through the Peacock app)
20+ free streaming channels – ranging from action to comedy to horror and more – seamlessly integrated alongside NOW TV Live’s channel lineup.
NBC News Now
Sky News
Xumo Action Movies
Xumo Black Cinema
Xumo Bollywood & Indian Cinema
Xumo Comedy Movies
Xumo Comedy TV
Xumo Crime TV
Xumo Documentaries
Xumo Drama and Action TV
Xumo Family Movies
Xumo Food TV
Xumo Movies
Xumo Game Show
Xumo Her Movies
Xumo Horror & Thriller
Xumo Kids TV
Xumo Reality TV
Xumo Sci-Fi & Fantasy Movies
Xumo Travel & Lifestyle TV
Xumo Westerns

NOW TV is available by ordering through your online account, by contacting Comcast Customer Support or visiting an Xfinity Retail Store.

Eligibility
For NOW TV service, you'll need:
The Xfinity Stream app – available on web (xfinity.com/stream), mobile (Apple and Android), Xfinity Flex, FireTV, Chromecast and Apple AirPlay.
A subscription to Xfinity Internet.
Note: Internet Essentials customers are not eligible for NOW TV.
An account that’s currently in good standing.

Notes:
There are no equipment requirements.
Not required but available on Xfinity Flex streaming TV Box (Xi6 or XiOne).
The one-time Xfinity Flex Activation Fee is waived when you subscribe to NOW TV.
If you downgrade from Xfinity X1 to NOW TV, you cannot use your X1 TV Boxes with NOW TV.

Access NOW TV
Here’s how to watch NOW TV from your Flex streaming TV Box, web or mobile device.

Note: A Flex streaming TV Box is not required to watch NOW TV.
TV Box
1. On your Flex streaming TV Box, select the Xfinity Stream icon from the list of apps.
2. The NOW TV Home page will open.
Now Playing will default to the last channel you’ve watched.
Live TV will display your live TV channel guide.
Saved will display your current recordings.
Browse/Search lets you search for your favorite movies, shows, people and collections.
Settings will display your account and device settings, apps and subscriptions, preferences and more.

Web
1. On your web browser, visit xfinity.com/stream. Click Sign In.
2. Enter your Xfinity ID, then click Let’s go.
3. Enter your password, then click Sign In.
4. You’ll be asked to verify the mobile number associated with your Xfinity account.
Provide the verification code sent to your mobile device, then click Verify.
Note: You can choose to verify by email rather than mobile by clicking Email a code instead.
5. You can now begin watching NOW TV content on your web browser.
Note: The Featured row will include Peacock content, as well as free and On Demand content.

Mobile
1. Open the Xfinity Stream app on your Apple or Android device. Then, tap Sign in.
2. You'll be redirected to your mobile browser to sign in to your Xfinity account. Enter your Xfinity ID, then tap Let’s go.
3. Enter your Xfinity password, then tap Sign in.
4. You can now begin watching NOW TV content on your mobile device.

Activate Peacock Premium
Once you purchase NOW TV, you can activate Peacock Premium from your online account at Xfinity.com/account:
1. Sign in to your account with your Xfinity username and password.
2. Select Activate now at the top of your screen and you’ll be re-directed to Peacock’s website.
3. Enter your email to get started, then click Continue.
If you’re an existing Peacock customer, enter your credentials, then click Sign in.
If you’re a new Peacock customer, fill in your information, then click Create Account.
4. You can now watch Peacock Premium content with your NOW TV subscription! To begin, click Start Watching Peacock.
Note: If you have an Xfinity Flex streaming TV Box, open the Peacock app on Flex and log in with the same Peacock credentials used to activate.

FAQs
Which devices can I watch NOW TV on?
You can watch NOW TV content through the Xfinity Stream app on the following devices at this time: Xfinity Flex streaming TV Box, Apple or Android mobile device, FireTV, Chromecast and Apple AirPlay. You can also watch through the Xfinity Stream website on your browser at xfinity.com/stream.

Currently, NOW TV is not available on Apple TV, LG TV, Roku, Samsung Smart TV or Xumo TV. For more on compatible devices, see Xfinity Stream App Minimum System Requirements.

How many devices can I use to stream NOW TV content?
You can stream content on up to three devices at the same time.

How do I get NOW TV?
You can get NOW TV through your online account, by contacting us or visiting an Xfinity Retail Store.

How much does NOW TV cost?
A subscription to NOW TV is $20/month with no annual contract (taxes and fees apply).

I have Xfinity Flex. How do I upgrade to NOW TV?
You can upgrade from Xfinity Flex to NOW TV through your online account, by contacting us or visiting an Xfinity Retail Store.

I have NOW TV. How do I upgrade to Xfinity TV?
You can upgrade from NOW TV through your online account, by contacting us or visiting an Xfinity Retail Store. You’ll need to unsubscribe from NOW TV first before upgrading.

How do I downgrade from NOW TV?
You can downgrade from NOW TV through your online account, by contacting us or visiting an Xfinity Retail Store.

If I cancel NOW TV, will I lose my Xfinity Internet service?
No, you will not lose your Xfinity Internet service if you cancel NOW TV.

If I cancel my Xfinity Internet service, will I lose NOW TV?
Yes, you are required to subscribe to Xfinity Internet for NOW TV.

Do I need a TV Box to get NOW TV?
No, you won’t need a TV Box to stream NOW TV content; however, an Xfinity Flex streaming TV Box is available at no additional charge with your NOW TV subscription and the one-time Xfinity Flex Activation Fee is waived when you subscribe to NOW TV.

Can I use my own modem with NOW TV?
Yes, if you use your own modem for Xfinity Internet, you’ll be able to use the Xfinity Stream app to watch NOW TV, if compatible. Find out if your equipment is approved and compatible with Xfinity services.

If I already have add-on services like Netflix, HBO Max, Showtime, etc., will I have to re-purchase them once I upgrade to NOW TV?
No. Access to additional services like Netflix, HBO Max, Showtime and more will carry over seamlessly to the new experience once you’ve upgraded to NOW TV.

Can I subscribe to additional add-on services like Netflix, HBO Max and Showtime with NOW TV?
You can subscribe to additional add-on services with an Xfinity Flex streaming TV Box.

Can I use DVR?
Yes, you’ll have 20 hours of DVR service included with your NOW TV subscription.

I currently have Xfinity X1. If I downgrade to NOW TV, will I lose my DVR recordings?
Yes, when you downgrade from X1, you’ll no longer have access to your X1 DVR recordings.

If I downgrade to NOW TV from Xfinity X1, can I use my existing cable TV boxes?
No, you can't watch NOW TV with your current Xfinity X1 equipment.

Can I watch live TV?
Yes, you can watch 40+ live channels as part of the NOW TV Live streaming service, including TV from networks like HGTV, AMC, History, A+E and Hallmark.

Can I buy or rent movies and TV series?
Yes, purchases and rentals will be available with NOW TV.

Is pay per view (PPV) available on NOW TV?
PPV events and PPV sports packages are not available with NOW TV.

Does NOW TV content count against my internet usage?
Yes, NOW TV is an internet-delivered service and will count against your monthly internet usage.

Can I take Choice TV, Popular TV or Ultimate TV with NOW TV?
No, NOW TV cannot be added to any traditional Xfinity TV package.

Can I watch NOW TV on Xfinity X1?
No, NOW TV can be watched on Xfinity Flex with the Xfinity Stream app or with the app on your own device: web, mobile (Apple and Android), FireTV, Chromecast and Apple AirPlay.

What if I’m unable to watch Peacock with NOW TV?
Please visit peacocktv.com/help for help with troubleshooting.

Which third-party devices are supported by Peacock?
For a full list of third-party devices, please see this Peacock Help article.

What if I already have a Peacock subscription but want to subscribe to NOW TV?
If you already have a paid Peacock subscription, you must cancel your existing subscription before subscribing to NOW TV, which includes Peacock at no additional cost. For instructions on canceling your existing Peacock subscription, see peacocktv.com/help/article/cancellation.

xFi App Eligibility
xFi on X1 Eligibility Requirements
The xFi App on X1 is available to Xfinity Internet customers with a compatible xFi Gateway and an eligible X1 TV Box. If you're an Xfinity Internet subscriber with an xFi Gateway, you can access the xFi experience at no additional cost through the mobile app, website or the app on the Xfinity X1 TV Box.

xFi on X1 New Customers Note

If you’re a new Xfinity Internet customer, you’ll be able to access xFi once your xFi Gateway is activated. If you’re an existing Xfinity Internet customer with an eligible Xfinity Gateway, you can log into the xFi portal and start using xFi as soon as you’re ready to get started.
xFi Gateways

All xFi Gateways are compatible with xFi. However, there are a few exceptions or instances when xFi on X1 functionality will not be available. For example, one Gateway (the Cisco DPC3939 model) has limited xFi functionality and does not support the latest xFi features such as Advanced Security.

Here are the remaining known instances when xFi on X1 functionality will not be available:
1 If Bridge Mode is enabled on your xFi Gateway, you won't be able to use Xfinity xFi.
2 Third-party routers and modems, as well as the Technicolor TC8717 Wireless Gateway, don't support xFi.
3 Xfinity xFi is designed to work with one active xFi Gateway per account. In the rare event that multiple xFi Gateways are required to support your service needs, you might not be able to use xFi.

Einstein360
What can you see in Einstein360 that might help you determine if the customer is eligible for accessing xFi through their TV. There is no specific section within Einstein that show if a customer is eligible for accessing xFi through their TV, but you can check a customer's account to determine:

1 If a customer has the correct services i.e., Internet and TV, for accessing xFi through their TV. They must have both.
2 If a customer has the correct devices, both Internet and TV, or accessing xFi through their TV

Einstein Services and Related Devices
You can view the services and related devices associated with each account from the to-right of the Einstein360 Screen.

Einstein Devices
You can also view the devices associated with each account from the left of the Einstein360 Screen.

NOTE: It is possible that a customer might still have all the right services and devices, but still have a legacy guide which would not allow them to access xFi through their TV, but you would not see these instances very often if ever.

Icon Idicator of LOB
Green - Online
Red -
Yellow
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BILL - paperview of customer
View Purchases
Leads to XFINITY ON DEMAND
Title, Runtime, Suggested Price, Time Ordered, Time Stopped, Duration View, Date Available, Date Expires, Mac Address, Error Codes, Error Description.
Duration Viewed, below 10mins we can give credit to the customer
Credit will reflect to the next billing statement

Action
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Notes/Documentation
Frank spoke with patricia
issue/concern: called in because of bill increase
action:

spoke to Patricia, cx wanted to dispute the $100 tech visit charge. ask sup to provide credit to correct the bill. offer xm but cx refuse. EOC.
customer saying profanity. customer is not cooperating.