Notes

Outage script: “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 03:50 PM , ticket number is I can set your account to receive notifications through your mobile once the outage has been resolved. Please share your mobile number to update on ticket.
provide me your mobile number.”

I have verified that our engineers are performing maintenance work in your area. We are making improvements to the network that will enhance your services. We apologize for the inconvenience.
I would like to assure you that our engineers and technicians are on the double for the quick resolution of this issue.

Due to routine system maintenance, you are currently experiencing an interruption to your XFINITY Services. Interruption began on (Date and time) (Eastern) and is expected to end on (Date and time) (Eastern).

========xfi complete=======

I want to inform you that xfinity is giving xfi complete package in that you will get unlimited data with advanced xfi network security + Free home wifi assessment + upgraded modem + you will also get free advanced 2nd generation xfi pod for full home coverage if required after completion of 14 days of home assessment. Would you like to know more about it?
An xFi Pod works to extend your WiFi network, and help eliminate deadspots for more consistent coverage and creates a powerful mesh WiFi network that finds the fastest connection in your home, to keep you seamlessly online as you move around.
Xfi network security-Helps block cyber threats to every connected device.

=====OWNERSHIP=====

We would like to see my customer happy and I will work towards this and try to get your issues resolved

We appreciate your patience with us and I will try and get a solution for this issue at the earliest

Thank you for reaching out to us and for letting me know about your services. I totally understand where you coming from. You have me here and I am glad to help you

My pleasure to help. Especially during this time of pandemic issues, it is very essential that we are always willing to help each other. I know we can get through this crisis together. I appreciate you for allowing me to help you today.


 I am sorry for the unfortunate experience , I take my customers seriously and I do not want you to come on the chat for same issue, and I wanted it fixed here.

///XFINITY MY ACCOUNT//INTERNET TROUBLESHOOTING////

Mr. Customer, you can also try to fix internet issue, check for service outages, pay bills, and manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend trying it and you will find it easy & convenient to manage your Xfinity account.

All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.

You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.coAm/support/articles/do-my-account-app


////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 clos er. You can easily view the information via Xfinity My Account App.

I would recommend trying it for the upcoming appointment and checking the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta

////XFINITY HOTSPOT////

Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you are always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device.


Save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet

///MY ACCOUNT//CABLE TROUBLESHOOTING//

Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you have tightened all cable connections from the wall to your device, turned on your TV and TV Box, and checked your remote batteries and that your TV is set to the right input.


My Account App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly. To know how you can easily troubleshoot via My Account, please visit the link : https://www.xfinity.com/support/articles/my-account-app-mobile-troubleshooting

======MODEM OFFLINE =======

As you are installing the service first time at this address so there could be active wall outlet issue . could you please plug in the modem to another wall outlet and check if modem light is showing solid white ?

As I have check your modem is still offline and signals are not registering in it . Now to make it online we need to schedule the tehc to check the connections manually from inside and outside of your home .

Please be assured there will be no charge if the issue will be from the comcast end and our tech will check and also let you know the root cause for this .

As results shows your modem is still showing offline and signals are not registering in it to provide the internet access . Now  to make your modem active there will be need to check the connections manually from inside and outside of the house and for this we need to schedule the tech to check the connections properly  and our tech will take care of every thing and provide the internet access.

I am also checking your internet service subscription while doing the test. On your end, please run the speedtest through this link: http://speedtest.comcast.net/and post the results of the speed test here on our chat once done.

As checked, modem status is showing fine and signals are also registering for accurate service level. It is showing GREEN which means every thing is fine with the connections.

To sum up, I have run the health check on the internet/cable box. I have trouble shoot for the internet/ cable concern and also schedule the technician to check the connections manually and to make services active. Our technician will make sure that there will be no issue with the services in the future as well. I have also link the detailed notes for this in the account.

 We have completed all available remote troubleshooting steps to resolve your issue in this chat. We will now need to send out a technician. The technician will make sure that all your connections are properly installed.

===============APPRECIATION===============
==========================================

We do see you were interacting our automated support, Let us proceed further with advance support to address your concern today.

You have been very kind and cooperative on the chat. Customer like you makes us strong.
So hows your day been so far????
hope you are enjoying your day
so hows the weather there????

## I want to say thank you for being part of our Xfinity family. We value your business and appreciate you choosing us as your service provider.

## I really appreciate your efforts and Co-operation and as well as I would like to also appreciate for business relationship from Comcast.

I can understand your frustration as If I would be on your place I also feel the same. But I assured you that I will take care of your all the concern and make sure that you will get stable services access.

Billing

Objection handling:

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.

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 arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.

It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compas sionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.

I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

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.skyt

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.