Notes

************************ SELF HELP ************************
1. In the meantime, Have you heard about Xfinity My Account App?
2. The Xfinity app is like having our support team in your pocket. It's a handy tool for resolving issues and managing your services. It is a great way to stay connected and resolve issues on your own schedule. It's user-friendly and packed with helpful features.
3. To make your experience smoother, I encourage you to explore the Xfinity app.
4. TECH : It gives you the convenience to manage technician appointments including rescheduling, cancellation and tracking.
5. INTERNET : easily manage your account.
6. This App is available on both Google Play Store for Android devices and AppStore for iOS / Apple devices or You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.

************************ BAXA ************************
1. Hotspots
Meanwhile I would also like to inform you that during the service interruption, as an alternative you can also access Xfinity Hotspot.
All you have to check the hotspot location map online at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or the Goggle Play store.
After downloading the Xfinity hotspot app or visiting the link you need to click on the 'Find a hotspot" tab and enter address, city, state or ZIP code to find a nearby hotspot.
There will be no charges for you to use it and it is free of cost with Xfinity internet service. All you have to do is to connect using your XFINITY user name and password.
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.

2. Stream Application
Meanwhile as an alternate you can also use Xfinity Stream application.
With Xfinity stream you can take your entertainment with you, anywhere and everywhere you go and Enjoy top networks and live sports on the go, and get your entire channel lineup on any screen at home.
You can download the Xfinity Stream app for free from the Apple App Store or Google Play and all you require is Xfinity ID to login.

3. Xfinity remote app/website
Meanwhile as alternate you can also us Xfinity remote app or website.
You can simply download the Xfinity remote app from app store and google play store or you can use the online website https://remote.xfinity.com/
Once you download the app or visit the website simply login your account with your login credential and select the cable box which you would like to control.
The app and website is free of cost to use with the easiest and simple interface.

4. Flex (for only internet users)
I would also like to inform you that you being a valuable customer of Xfinity, you are eligible for our Xfinity Flex streaming service along with peacock premium for free of cost : )
You will be getting 20,000+ hours of quality contact at no cost along with free Flex streaming box on which you can do a lot like mange your internet and account as well.

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?

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.

5. Speed upgrade
[Customer], I also have a great news for you. While working on your account as I have seen you are paying approximately $AAA for your services right now and you will getting upgraded service in approximately the same price.

6. Xfi Complete
I would like to inform you that while working on your account as I have seen you are also eligible to get our XFi complete plan wherein in just $25 you will be getting unlimited data along with advanced security and full access of your Xfinity modem on Xfinity app.
Also as you already have our rented modem for which you are already paying $15 per month and XFi complete plan will get activated on the same device and it will just cost you additional $10 to make your internet experience greatest.
In the XFi complete plan we will be also upgrading your internet modem every 3 years for free of cost.
AAA, once you will get the XFi complete plan we will be doing a 14 days WiFi assessment remotely on your internet connection to determine if there is any dead spot or you need the XFi pods to improve your WiFi connectivity In-home.
Once it's done you will be getting an email from us with the results of assessment and if eligible on the same link you can claim the XFi pods from us at a cost of $119.

7. XFINITY MOBILE
Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
***BYOD
- I can see on your account that you are eligible for Xfinity Mobile - You are eligible for monthly discount on your account which will be credited to your monthly bill , if you will Port an existing phone number I can go ahead and sign you up for Xfinity Mobile.
- Being an Xfinity Ambassador, I'll be glad to Sign you up for Xfinity Mobile with the most pocket friendly mobile phone. It offers Unlimited Calls, Unlimited Text and 1 Gig at just $15 per month.
- You also qualify for Xfinity Mobile; I can save you hundreds of dollars a year on your mobile bill ! May I ask how much you are paying monthly ?
- Currently, we are offering $200 Visa Prepaid card for each line with your own device. Monthly plans starting as low as $15.

*** Probing
*** Pitching
After placing mobile order
* Thank you for placing an order with us, I will be sending you the steps to activate the mobile line/mobile phones/SIM. You will also receive the review email of your order within next few hours. Please review and upload the photo identity proof with-in 72 hours to avoid the order cancellation
*I will also send activation steps on email so no worry about that as well and make sure to activate the numbers within 30 days so that the SIM does not deactivate and make sure to get the porting pins from previous provider as well, it will make the porting process smooth as butter

************************ Xfinity REWARDS ************************
1. Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}
2. By the way, We have a new program for our loyal customers called Xfinity Rewards. Reward members enjoy a special mix of perks & benefits. It's free to join and easy to use. Sign up at on the Xfinity app or www.xfinity.com/Rewards . Have a great day !

************************ OLD DEVICE ************************
Just to heads up, it is normal for an electronic device like a modem to wear out after 2 years since it's continuously used and accumulated static. The functionality is at peak within 1-2 years and decline after that.

************************ CANCELLATION OF SERVICES ************************
As we are from the troubleshooting team so we have limited access to cancel the Xfinity services. However we have dedicated cancellation team available for this and they will cancel Xfinity services. I would request you to please call to our cancellation team at 1-866-470-6654. They are available Monday to Friday 8:00 AM - 10:00 PM ET, Saturday 8:00 AM - 9:00 PM ET, Sunday - Closed

************************ TRANSFERRED CHAT ************************
I noticed that you were speaking with another representative. Please give me a moment while I review your previous interaction. I'll be happy to pick up from where you left off, so that you will not have to repeat yourself and this will be taken care as soon as possible. Your patience is appreciated here.

************************ NPS CLOSE STATEMENTS ************************
1. Cheers to our team work
2. It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner.
3. I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
4. I must say you are the best person I chatted today who really understand and willing to cooperate with us.
5. Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
6. Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
7. Once the chat is over your will get the page where I would appreciate your feedback for the assistance and experience I have provided during the chat.
8. It is our goal to provide excellent customer services by covering all your concerns. Is there anything else I can assist you with today?
9. You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!


** UID PASSWORD .. CONTD.
I would like to inform you that the password reset would be handled via self service option.
As I can see you haven't updated any third party email on your user profile to receive the password reset link.
Let me update it for you. Please confirm the email you wish to update on your user profile.
I have updated the phone number/email, please click on the link you have received to verify the email/phone number.
You should be connected to the in-home wifi while verifying the email otherwise the network will not recognize your address.
Then launch the Myaccount app and click on forgot password option. It will further give you an option to receive the password reset link over your phone number.

************************ 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 successful enrollment, you will get upto $30 discount on monthly bill.

************************ Bulk/ BB ACCOUNT ************************
As I can check your cable service are provided through the bulk/tenant association so I will request you to call our dedicated BB Tenant team at 1800-391-3000 and they will help in placing order for the additional cable box for you . as we over chat only have access to work on residential account so I would request you to please call on this number.

PAYMENT LINK
https://customer.xfinity.com/#/settings/bill/scheduled-payments

*** TECH VISIT (CONTD.)
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 .......

***** Summary *****
Today you chatted in regarding .... and we discovered that .....Can you confirm that this resolved your concerns today ?

***** DSAT SAVER :- ******
1. I am really feeling bad that you have to go through this and contacted multiple time for same thing.
2. This time I will personally take care of this and will do my best so that you do not have to contact again for the same issue.

************************ ISSUE RESOLVED / NOT RESOLVED ************************
1. Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )
2. I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.
3. It has been my pleasure to assist a valuable customer like you today : )

** Resolved:
1. I'm happy that I could address your concern :)
2. The issue has been taken care of, and your satisfaction is important to us.
3. We've worked together to resolve your issue, and I appreciate your patience.

** Not Resolved:
1. I understand your frustration, and I'm sorry that we couldn't resolve the issue in this session. We'll escalate this matter to our technical team for further assistance.
2. I appreciate your patience as we've attempted to address the issue. Although it's not resolved at this moment, please know that we're actively working on it and will provide updates as soon as we have them.