Notes

INTERNET

A wonderful day! Thank you for choosing Xfinity! This is Azhar, 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 :). Kindly tell me more about your concern and let's start working on it.

Thank you for contacting Xfinity chat support my name is Azhar.

How may I assist you today?

Could you please help me with your name and billing address?

Please help me with your issue so that I can go ahead and help you out.

1. NO INTERNET

• I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. You have reached to right agent. I will help you with best possible resolution on chat.



• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.

2. SLOW INTERNET

• I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.



• I understand the importance of working and stable connection as I use internet for work purpose and to connect with family please be assured I will give my 100% to address your issue.

• I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I am working on your issue giving my best to address your issue.

3. Intermittent

• I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I am working on your issue giving my best to address your issue.

• I understand the importance of working and stable connection as I use internet for work purpose and to connect with family please be assured I will give my 100% to address your issue.



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Let me quickly pull your account. Please do not press the back button and also avoid using other application for us to stay connected without any interruption.

I am reviewing your account and this can take up to 2 minutes. Please stay connected.

Before I move ahead to check the root cause, just to confirm is this your current address ?


Appreciation :-

I noticed while authenticating your account that you've been with us for the last sometime. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.

I see that you have been with Comcast as a customer for quite some time. We appreciate your loyalty. I hope that aside from the issues you are having that your day is going well.

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

Thank you for being a valuable customer for such a long time. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.

Discover Needs:
Probing:

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

o May I know since how long you have been facing this issue?


o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?

I appreciate your efforts as you tried all the basic steps on your own. I apologize that your internet is not working after you have done the troubleshooting . Let me quickly review your account to fix this. Rest assured, I am going to do all I can to resolve this for you.
I appreciate your efforts which you did so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today.




I am running a check on signal quality from my end to find the reason behind downtime.
Meanwhile please confirm the status of light on modem, if it's on, off or blinking?
Great.
I really appreciate you for providing vital information

I am going to communicate with modem box from my end, before I do that we need to perform few checks to ensure everything is streamlined.

Please help me with CMAC MAC address of modem. The MAC address is written on the back/bottom side of modem.
Please check coaxial cable on back panel of modem, it's the cable with round connecter on it. Is it connected tight and secure on back panel and wall outlet both?
Great job.
Please confirm if you have observed any splitter connected between both ends?


Please remove the splitter and connect the coaxial cable directly on the back panel of modem

I really appreciate you for efforts you are putting on chat to get this fixed. You are one of calm of patient I am assisting today.
Customer please confirm if you moved the modem box's location in house from one outlet to another?
Great I just trying to ensure we don't miss any loop here.

We have done all required checks here lets quickly get the modem restart, please unplug powercable from back panel of modem, leave it unplug for 15 seconds and once you plug it back kindly confirm.
Sure take your time.

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


It looks like your modem is online, but the WIFI personalization is still pending. I'm going to need your help updating this information, please provide me the name and password you would like for your network.

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

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

You are doing a fantastic job. we don't get technically sound customers like you who know what to do.
Things become real easy.

I have just refreshed the signals from my end this process can take upto 5 minutes.


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Extra Effort :-
I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.


As I have checked and followed all the initial troubleshooting guidelines and equipment s are still not responding to the signals properly. Diagnostic check is indicating a technical issue have been detected and we need to book an appointment for you to have this investigate and fix it completely.

In this case what I will do is, I will escalate this to my Network team and will also schedule the technician to resolve it permanently. Network team will keep your modem and connection from the server under observation and if there will be any Congestion than they will remove it.

Based on the system health check the signals going to your modem is not stable and there's an ingress on the line that caused distortion and affects your speed connection.

The reason why you are experiencing the issue now might be because the signal has degraded your services to the point that it stopped working.

As I found the issue can be with outside connection or Filter settings on Main tap. I will mention notes for technician to check all connections and filter settings and if required he will change wiring as well to get this resolve permanently.

Just to set right expectation, if after done the above steps , the issue is still same then I will go ahead and schedule the tech for you to check and get this issue permanently resolve for you.

And it seems that this is a physical wiring issue outside. We now need to dispatch a technician to trace the cause of this . Rest asured that we will be sending our well trained tech to resolve your concern.


What I can do for you is go ahead and submit a ticket by making a complete reference from the past ticket, trouble shooting and technician visit on the account to escalate this with higher management and advance tech. I will also tailored the response previous tech visit for upcoming tech so that he can act according.

Trust me "" I have tried my best to get this fixed however the system recommend to schedule technician. the issue can be with outside connection or Filter settings on Main tap. I will mention notes for technician to check all connections and filter settings and if required he will change wiring as well to get this resolved permanently.
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Meanwhile let me share a great feature of Xfinity with you

SELH HELP :-

1- While working would like to inform , you can also try to fix internet issue, check for service outages, pay bills, 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 to give it a try 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.com/support/articles/do-my-account-app

2- While working would like to inform 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’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, 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.

BAXA :-

1- Meanwhile would like to inform you that 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

You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as its available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Save on your cellular data on the go.

2- Meanwhile, I see you have xFi compatible modem. With Xfinity App, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.

I would recommend trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview




I'm sorry about the wait. I'm still working on this. please bear with me just a little bit longer and thanks again for your patience

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

We both have done it! I must say that you are the most understanding and polite customer I had today! Much appreciated!

Perfect! It's been my pleasure to help you. We appreciate you choosing Xfinity for your services. Thank you, have a great day and stay safe.
Yay! I'm so glad it is working! Is there anything else I may help you with this afternoon?
Have a great rest of your day too. It was amazing chatting with you. I really appreciate your time and assistance on this chat.
Wonderful! We have done it! You're welcome. You are amazing.

Accept my apologies for that. It should have been back online by now with troubleshooting we have performed.
In this case the setup need to be check by a professional technician.
Let me quickly check the soonest availability for you.

let me assure you if issue is from our end there would be no charges for tech visit.
Shall I book tech visit for you?
in order to book tech slot for you please confirm the Xfinity account number



Tech Visit :-
I’m looking in our appointment systems to find a date and time that fits your schedule, it may take me a few moments.
Before our technician arrives, please remember someone 18 or over must be home, ensure all pets are secured, and that we can have access to the equipment.

May I have a preferred phone number where you can receive the automated call, as there will be automated call for confirming the technician appointment ?



There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

You can cancel or reschedule tech visit on following link as well - https://www.xfinity.com/support/account/how-to-cancel-reschedule-comcast-appointment

and from my account app as well.

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

I would recommend to give it a try for the upcoming appointment and check 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
Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one.
No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.


The charge would be applicable if your owned needs to be replaced or Internal wiring issue. Technician will inform about the charges if applicable.


I have successfully booked the visit from my side. I apologize for all the inconvenience you have gone through, I can imagine how annoying it would have been for you but trust me once the technician will visit the address and found the root cause issue will get resolved permanently for you.


I apologize for all the inconvenience you have gone through, I can imagine how annoying it would have been for you to wait for the technician the whole day. Let me quickly check where the miss happened and fix it for you right away.
No worries, our dispatch will look for an available technician for today . Since we give two hour time frames for our technicians' arrival, some of those technicians can resolve the customer's concern in just a few minutes, so they are available for the next hour or so. Some customers also cancel their appointment prior to technician's arrival. We will look for those available technicians and send them over to you. You will receive a call from our dispatch within 30 minutes once sooner schedule available.

There is one time charge of $100.00 for the technician visit, the technician will run the cable lines from outside pole to in home, connect with the wall outlet to activate it and also complete the installation for you.

I understand you are little uneasy about the charge but if you look at the timely resolution being . I am sure you wont mind . Moreover, the tech will check and informed about the final charges.
It takes around 4 to 6 hours for the tech to install the services in the house and after the installation the tech will give you the complete demo regarding the features and how to use it and will also help you with the features.

We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing. They will work to resolve the issue outside of your home first. If the issue persists, they will ask permission to enter your home. If the technician enters your home, they will wear a mask or face covering and will have washed their hands before and after every customer visit. The technician will practice social distancing by staying a minimum of ten feet away when possible from all individuals at the time of the appointment. We request that you and anyone in your home wear a facial covering and require that you maintain ten feet of social distancing while our techs work. Please be aware that in some states, masks are required to be worn by customers according to state mandates. If you are not comfortable wearing a mask, the technician may ask that the appointment be rescheduled or if you can remain in a different room while they complete the work in your home/business. They may only service the main outlet through which you receive your Xfinity services.
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Outage:-
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 --- . I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.

For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored.

I understand it was supposed to end by *** but due to technical issue outage got extended. Please be assured services will restore
by ..

I understand how it feels to be in situation like this. I know how important a working internet connection is. If it is in my scope I would be more than happy to get this fixed for you but the issue is from server end due to outage so it cannot be fixed remotely. Please be assured dedicated team is already working on this and services will be restored by.

The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hours and on your next bill.
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Approval :

Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order and, if it's correct, to please approve it. What phone number or email address would you like to use to complete this process?


I have sent the approval from my side. Please review the same and approve it from your side. Once approve please confirm me the same so that I can go ahead and finalized the same for you.
Thank you. After we finalize your order, you’ll receive a copy of your order summary at the email address listed on your account. You can also find it at xfinity.com/My Account.


Now I have placed the correct order on account, so please do not allow anyone to cancel the order. Please visit to nearest store with your ID proof and they will handover the new and updated equipment's . Once you get the equipment's , please plugged in and it will start working and the store team will complete the order and activate the equipment as well.

So from my side, I have successfully approved the new package and make the correct order on your account so that you do not have to chat back with us for this, Once this new offer will get activated , we will notify you via message or email so that you can enjoy with new offer.
Please note, as long as you keep any 1 service with Comcast, an early termination fee would not apply. You may upgrade, side grade and downgrade all lines of business without penalty.
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Survey :-

How's your overall experience with Xfinity service and assistance that I provided on the chat ?


You were very patient and co-operative through out the chat, probably the best customer I had today . After this chat is over you will get the page where I would appreciate your feedback on Xfinity service and my efforts today .

Thank you for contacting Comcast Live Chat Support and being a valuable member of Comcast family! We value and appreciate your business with Xfinity! Have a great week.

Are you pleased with Xfinity services and my assistance ?
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 week ahead .

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

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”.
I would appreciate your valuable feedback on the asistance and experience I have provided you today once you click on end the chat option.


Once the chat is over you will get the page where I would appreciate your feedback for the asistance and experience I have provided during this chat probably the best person I talked with today.

Once you will end the chat you will get the page where I would appreciate your feedback for the assistance and experience

Please share me your valuable feedback after you end the chat. It will make my day
It's been an honor assisting a kind-hearted customer like you.
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Flex Pitching(Internet customers Only): You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?



Xfinity Flex:
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.

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