Notes

OPENING
1. A wonderful day! Thank you for choosing Xfinity! This is your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have your first and last name of awesome customer :)

2. A wonderful day! Thank you for choosing Xfinity! This is Tamanna, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. 
Kindly tell me more about your concern and let's start working on it

3. Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
Please help me with your first and last name along with complete service address and zip code

Hope you are doing good ?

That's wonderful to hear! I hope that your day goes greater and smoothly all through out!
ASSURANCE
You have me , please feel confident that I will surely get this sorted for you in all possible ways

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.





For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.





You have me , please feel confident that I will surely get this sorted for you in all possible ways

I am really feeling bad that you have to go through this and contacted multiple time for same thing.


I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

I completely understand your inconvenience however I will do my best to assist you in all possible ways.

I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

Thank you for bringing this up to me.I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution

APOLOGY

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.

I also wanted to say sorry for using more of your time resolving the issue I hope you give me lots of your patience and understanding. I've been a customer like you as well so I can relate myself whatever you feel now.

I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

RELATABLE SENTENCES

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption always.

Thank you for patiently waiting and I am sorry to hear that you are having issues with your Xfinity services. Let me go ahead and check on your account and see the status of your equipment.

I'm sorry you're having trouble with your Internet for months now. I understand how upsetting this must have been for you. I have experienced the same problem recently, so I understand what you are feeling.

I can relate to how important would it be for you, to have your services to work in today's time.

APPRECIATION
Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.

Thank you so much. It really means a lot to me and motivates me to work with more dedication .

I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.

Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.

I appreciate your patience and efforts over the chat.

REWARDS
Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available

BAXA
Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.



With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.

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.
Xfinity has millions of WiFi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient WiFi and are free to Xfinity Mobile customers and to those who have the Performance Internet package or higher.
So whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Also, if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US.

TECHNICIAN
As, we have performed all the troubleshooting steps but you are still getting the same issue , In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schdule technician visit?

What's a good number for us to contact you prior to the tech visit?

The soonest available tech schedule is on , does that work for you?

Here's the ticket number for your tech visit .

If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page . You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device”

If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing the person to be there on your behalf.

No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.


If your waitlist appointment spot becomes available, we'll text you the day before at the latest to notify you; you will have 30 minutes to accept this new appointment spot by replying Y. If your waitlist spot does not become available, or you do not accept the waitlist spot, we will keep your original appointment for .......

INTERNET TROUBLESHOOTING
Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem
I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion.

I am running the health check on the system. I t will take 2-3 minutes to complete please stay connected over the chat.

I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.

I am now working on rectifying signal congestions and we are doing great so far. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update.

Please check the status of the online light/ Internet light on the modem.

How long have you been getting this issue and were there any troubleshooting steps performed earlier?

Please check all the wires are connected secure and tight.

Please run a speed test on a wired connection http://speedtest.xfinity.com/ by using this link.

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.

I have sent the signals to synchronize your modem and it will take 1-2 min now and after that I will run a health check on your modem to make sure it is working fine now.

Most of the time the issue is caused by loose cable connections to your modem. Can you make sure cables are securely connected?

I’ll need your help restarting the device. Please remove the power cord from the wall. After you are done with these steps and plugged the device back in, let me know...

I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner. I’ve created a ticket with our next-level support to asist you with a resolution.

This process can take up to 24 hours to determine if the issue can be resolved remotely. Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you ?
As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.

BIFURCATE

please follow these steps to see different wifi bandwidth .1) Go to xfi app 2) click on connect tab 3)click on your network name 4) select see network 5) click on the edit wifi on top right corner of page 6) there you will check the box for using different name for 2.4 and 5.0 bandwidth

Log in at xfinity.com/myxfi or on the Xfinity app (download on the App Store or Google Play). If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by metnioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates.

CABLE ISSUE
While waiting, watch many of your favorite TV shows and movies online at no additional cost: www.xfinitytv.com to watch TV shows or movies.

I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

Please confirm serial number of the affected box that will be available at the back panel of the cable box.

I am going to reset the cable box and it will set the box to factory default settings.

You may not be able to view your TV guide immediately. It could take up to 30 minutes to reload however you can access your channel line up on Xfinity.com .


Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.

To restart the cable box please use the below steps
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait for 10-15 seconds.

Please push the “WPS” button on the bottom of the Xi device, then within 2 minutes press the “WPS” button on the top of the Wireless Gateway.

PAYMENT ARRANGEMENT

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.

Please use the link and set up arrangement https://customer.XFINITY.com/#/billing/payment

I know that you are on 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 won't hesitate to do so.

As a customer myself I would to help you restore the services today however since the system have 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.

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 wor
k together, to resolve this for you. Sounds like a plan?
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

FLEX
Meanwhile i can see you have not yet claimed for your free flex streaming device yet , shall i add and ship it for you ?

Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers
With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.
Get 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacok Premium included for no additional cost. That’s a $4.99 a month value included at no extra cost to you – no strings attached.

Let me share the order approval to you for free flex streaming services.

XFICOMPLETE
Good news:)
I can see your account is eligible for an XFI upgrade in which you will get unlimited data + advance security protection + you may be eligible for free Xfi pods with inhome Wifi asesment results in just additional $11 per month. How does that sounds to you ?
Let me share the order approval with you.

OUTAGE
You can use Xfinity hotspot until the outage will be fixed. Comcast provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/

I do understand I want to inform you that several lines are impacted due to this outage is extended and our team of technicians are working to get this fixed as soon as possible.

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this. The estimated time of resolution will be at 12:03 AM. I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.

SELF HELP

Meanwhile We want you to know about the federal government's Affordable Connectivity Program. Eligible Households may receive upto $30/month through the government’s ACP program. There is a qualification process to determine if benefit is available for you. please visit the link xfinity.com/acp

Xfinity also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/

Xfinity understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

I would like you to know about My Account App it is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password.

ADDITIONAL
Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today.

You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?

On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, is there anything else that I can help you with?


It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else you would like me to assist you with?

Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.

It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer.
It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great day and take care!

CLOSING
How’s your overall experience with Xfinity services and assistance that I provided on the chat

Great! I appreciate any feedback on the service and experience I have provided you today.

Thank you for being a loyal Xfinity Customer. I wish you have an amazing rest of your day and a fantastic weekend ahead.

I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you’d like to share them you can click the “end chat” option❤️

You can share the feedback by clicking on the end chat button

I hope i was able to provide the support you want from me today?

ACP
Please verify ACP eligibility from the National verifier. If eligible, please access www.xfinity.com/ACP to enroll for ACP with application ID received from verifier. Also, ensure that the personal details (name, address and date of birth) submitted in Xfinity "ACP enrollment Form" match with the information in "National Verifier Form. Upon successfull enrollment, you will get upto $30 discount on monthly bill.

CALL BACK
Please Visit the link schedule call back xfinity.com/support/schedule-callback

I would love to call you however being from the chat repair team we do not have access to call you back

Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489.

I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat

ESACALATE

I've tried my level best to fix this out for you, but it seems like there's some major issue. So, now the system is referring the issue to the higher team. Now they will look further into this.

In that case, Let me escalate this issue to our advanced team and they will monitor the issue and will get back to you once everything is sorted. Is that fine with you?

Everything that we discussed today is documented on your account so that anyone assisting you will be able to tell what we worked on today.

For faster resolution I have made sure that I have documented complete notes in your account for the next representative to know, what we have done on this chat.
HELPLINE

gift card number 1877435668
Bussiness helpline 18003913000
Xfinity reward -- 1800-526-3268
Activation department--1-855-652-3446
Wifi passes Helpline Number is:-1-866-489-0919
SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM )
Xfinity Home Security helpline number: 1-888-223-5723
UPS store helpline number:- 1-800-823-7459
Norton security suit:- 1877-272-7149
Xfinity Mobile:- 1-888-936-4968
Xfinity Internet essentials :- 1-855-846-8376
Seasonal hold:- 1-888-633-4266
CSA:-1-888-565-4329 Available from 6 am to 2 am.
Comcast Helpline Number :-1800-934-6489
Movers-- 1877-685-6683
Prepaid internet --1-855-757-7372
Temporary Hotspot == 1-866-489-0919
You can contact our customer service team on Helpline number 1-800-934-6489. Available 24/7

MOBILE
Are you aware of Xfinity mobile services?

Are you happy with Xfinity mobile services?

I would like to take this opportunity to share, we can help Lower down your internet bill upto $20 per month consequently, saving of upto $240 a year, if you or any family members move current mobile services to xfinity. I can help you up for xfinity mobile right away.

You can either bring your own device or port the services in from current service provider to xfinity

Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

Do you happen to know how long you have remaining on your contract or what the cost to end early would be ? I'm curious because it sounds like xfinity mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch.

Being an xfinity Ambassador, I'll be glad to sign you up for xfinity Mobile with the most pocket friendly mobile plan. It offers unlimited calls, unlimited text and 1gig at just $15 per month

We have special offer in which you can get unlimited data plan for 1 line $45 and 2 lines $60 n3 lines $90 and 4 lines $120. Sounds exciting?

I am also happy to inform that your account has been chosen for Xfinity mobile services that offers access to America's best network, flexible data options, no contracts or 5G charges and many more.May I know how much you are paying for current mobile bill to calculate savings ?

I have a Brilliant news for you. There's an amazing offer on your account in which you can get free mobile phone from Xfinity. I'm surprised as I've never seen such an amazing offer on any customer's account. I must say you're the lucky one.

I can see you are pre qualified for Xfinity mobile offers at discounted price:)
> Unlimited nationwide talk and text.
> Be it access to millions of hotspots, wifi calling, Xchanging old phones for new , unlimited data and many more.
> You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data
> No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.
> I would like to take just a few minutes to make sure you're getting the best value for the services

Shall I opt for your current phone number with this device or you would like to get a new number with the new device?

I agree with you however in order to check the package details along with the phone and in order to prepare the shipment. I need to enter all the details on the system and these all security checks are just to ensure the confidentiality of your account. I hope you understand

Perfect, May I have your Date of Birth along with complete SSN to check the package details for you?


Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI).

You will get unlimited nationwide talk and text and access to millions of Xfinity WiFi hotspots.

Xfinity Mobile is available to Xfinity Internet customers. Pay less with shared data options. Unlimited nationwide talk and text included. Customers who switch to Xfinity Mobile can save up to $400 a year on their wireless bill. Xfinity Mobile is rated #1 in customer satisfaction by the ACSI

We're America’s largest and most reliable LTE network combined with the most WiFi hotspots nationwide. With access to 19 million hotspots, you’ll save more on your phone bill every month — and save your data for when you really need it.

Xfinity Mobile is a wireless network designed to save you money. You’ll stay connected no matter what with the nation’s best LTE network and the most WiFi hotspots.

The best LTE + data-saving WiFi hotspots. Get the only wireless network that automatically connects to millions of secure WiFi hotspots, and the best LTE everywhere else — so you save money on data.

You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.

I am glad that you are interested in Xfinity Mobile. You can get the most reliable network with nationwide 5G included at no extra cost, along with LTE and millions of Xfinity WiFi hotspots.