Notes

#OPENING :
A wonderful day! Thank you for choosing Xfinity! This is Aditya, 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 :)

Hello John, glad to have you on chat :)


#CONCERN :
Kindly tell me more about your concern and lets start working on it.

Thanks for sharing your concern. I appreciate you taking time in reaching out to us. I’ll make sure to check this out for you here in my end.


#HOLD :
Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.


#TOGGLE :
I would request you to please make sure not to "Press back button/switch to other app" as I do not want to lose the opportunity to assist you over the chat today.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.


#ASSURANCE :
Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment. I will definitely help you to get your television service working back again. Please be rest assured.

Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world. I will definitely help you to get your internet working back again to normal. Please be rest assured.

I regret to hear that. This is definitely not the experience what we want our Valuable customers to have. I apologize for the inconvenience caused to you.

You are a valuable customer and keeping your trust intact with Xfinity is what we aim for. Providing you the best customer experience your query is our priority.

I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.


#APOLOGY :
I understand you did not had a good experience you had in past, however if you give me a chance I will do my best to give you the best experience ever.

I do apologize for the past experience and let me go ahead and turn this around and make the best experience for you.

I apologize for the inconvenience, 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.


#HARD RESET :
I will request you to please press the WPS buttom on the modem ( which will be 2 arrows facing each other ) for 70 seconds and then the modem will perform a hard reset and the network name will be listed default as HOME-SETUP or HOME-XXX


#XFI COMPLETE :
Also as I can check you have 200 mbps internet speed on the account and in order to utilize full benefits of the plan and to avoid extra data charges that is $10 per 50 GB, I will recommend you to enroll in the Xfi complete plan in which you will get
Unlimited data
Advanced security
Xfi pod (Wifi Range Extender) After 14 days Home assessment eligibility
all in just $ 10 additional for an valuable customer like you :)

With the Unlimited plan your modem get the booster signals which increase the efficiency with connectivity and coverage, also with the Xfi Pods the speed level and range increase and you can stream and use internet more effectively

The Xfi Complete plan includes ( rental modem charges $15 + unlimited plan $10) also as you can see there we have removed the rental modem charges $15 and have added Xfi Complete, so you are getting the Xfi plan in juts $10 extra


#SPEED UPGRADE :
CUSTOMER, In the meantime I would like to inform you that while working on your account I have found a Great Deal for you in which you will get an upgraded internet speed of 1000 Mbps along with an latest Xfinity Gateway that is XB8 in just $10 additional , and the best part is with this gateway you get three channels that is 2.4 Ghz , 5.0 Ghz and 6.0 Ghz and the channels automatically changes according to the requirement of the device with this you will get Great Connectivity . Better coverage and Faster Speed on the Network !

CUSTOMER, I would like to tell you that this is an chat exclusive deal and trust me this particular deal is available only to some of our valuable customer and you're one of them, So I shared the benefits and I will recommend you to give it a try I am sure you will definitely like it and if you don't you can cancel it anytime without any extra charges

Meanwhile checking your account details I found that you have 800 mbps internet speed and your modem is eligible for 1000 mbps just for additional $ 10 .Usually it costs $ 30 but under special discount you are getting it just for $ 10 extra
I will recommend you to grab this supersaver offer.


#FLEX :
While working on your account, I have found that you are eligible to get free streaming box called Xfinity Flex where can still watch 10,000 free shows and movies, including 200 channels from free apps like XUMO, Pluto and Tubi. I strongly suggest to try the Flex box as it will be totally free of cost and you won't be charged a single penny ever for the Flex. There will be just an one time $15 activation fees that's all !!

Also as you are a valuable customer as a token of appreciation I would love to get you a 4k flex box at no cost for lifetime.! There will be just an one time $15 activation fees that's all. You will get 15,000+ hours of hit movies, current shows, timeless films. On Flex you can also listen to your favorite artist or playlist using Spotify, Pandora, iHeartRadio and Amazon Music.


#INTERNET ITG :
Can you help me with the C-mac address of the modem. It is available at the back or bottom of the modem. I just need to confirm I am working on the correct device.

Just to confirm is the new modem plugged in to the power outlet with all connections finger tight ?

Let me go ahead and work on rectifying signal congestions. After this, I will run a system clean-up to remove signal clutter. Next step would be system re-connection and, lastly, system update.

Please can you help me with the light status of the modem, is it on/off/flashing ?

I'll need your help restarting the device. Please remove the power cord from the wall and then make sure the fiber connection is secure. No need to remove the fiber connection, just confirm it's attached properly. Let me know when you are done with these steps and have plugged the device back in.

Your device is going to attempt to restart now. It may take up to five minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.

CUSTOMER, I have shared the required signals with the modem now I will request you to please go ahead and unplug the power cord of the modem wait for 2 minutes and then plug it back , Let me know once you are completed with the steps


#TRANSFER :
Yes, I am here connected with you. As we are from internet troubleshooting team we don't have access to assist you with this issue let me transfer your chat to our dedicated team so that they will take care this. Please stay connected While I am transfer the chat.
There might be a wait while you get connected with the other agent. Your patience and cooperation would be highly appreciated.

I wish I could help you with this but as I am from the internet repair team I do not have access to it, However no need to worry.

We do have a dedicated billing team who will help you with this, Let me go ahead and connect you to the billing team so they can help you with the concern.


#SOFT DISCONNECT :
Your account has not been made current in the past 12 months due to which you are not eligible for the payment arrangement.

I have checked the details and I can see that you have made the arrangement for $170.89 for april 14 however, as you are not eligible for payment arrangement the arrangement is showing invalid in the system,


#SOAK :
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.

Please help me with your best contact number for further updates


#APPROVAL :
When you receive the message, click on the link to open your order summary.
Check the boxes and then click the "I agree" button if you approve of your order.
I will stay on the line while you review so you can ask questions.
Once you approve, please stay on the line so we can finalize your order.


#END CHAT :
Before we wrap up, do you have any pending issues that you want to raise about your Xfinity Experience so we can address it now? I just want to make sure that I covered everything for you!

It was My Pleasure to assist an wonderful and amazing customer like you 😊❤

I hope you are happy with my assistance today:?

I am feeling great while resolving your issue, I hope you are happy with the resolution I have provide you today?

Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great night/day ahead !!


#FEEDBACK :
Great ! I would love to hear your thoughts on the experience I was able to provide you today. If you’d like to share them you can click the “End Agent Chat” option at the bottom center of this chat session.

Great! I appreciate any feedback on the service and experience I have provided you today, It would be great, if you could share your thoughts on partning with me today to resolve your concern. Once the chat is over, you will receive a message with a link where you can share your kind words that would be really thankful , then Amazing this means a lot to me and It was nice assisting and chatting with you :)

#TECH CHARGE :
As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any charges applicable . So if there is your consent then only he will proceed with troubleshooting.

#TECH REQUIRED :
As I checked with the system results of networks and from server it is working great from my end and it seems the issue is from the modem end. So I am scheduling a technician who will perform the quality check of your equipment's and resolve the issue. So you can enjoy the seamless internet in future without any interruption.

I appreciate your patience and efforts going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates there could be an issue with the equipment, physical connections 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 or the box itself and other connections. I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

#TECH SLOTS :
We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you?

#WAITLIST :
I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that. Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

#TECH CONFIRM :
There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:

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

If you are not available for the technician 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 behalf of you

You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.


#REWARDS :
I highly recommend checking out our Xfinity Rewards Program. It's a brand-new program that gives us another way to say thank you to our customers. Movie rentals, sweepstakes, discounts, and more! Sign up for free at www.xfinity.com/rewards to see what offers are available. Would you like me to send you a link to sign up?

Meanwhile, we have new Xfinity Rewards Program that offers our customers awesome rewards just for being loyal valued Xfinity customer! All you have to do is sign up via our Xfinity app or we will gladly send you over the link but it’s as simple as signing up and sitting back and seeing rewards come your way as our thank you!


#AUTHENTICATION :
Please help me with your first name , last name and complete address with zip code, so that I can check your account and help you accordingly.

Please help me with the code in order to verify your account

Could you please help me with the 16 digit account number, in order to verify your account


#CANCELLATION :
Let me go ahead and raise a request for service cancellation from my end and once I raise the request all you have to do is call an number which I will give to just confirm the cancellation from your end

I have taken your request into consideration and initiated the process for cable cancellation, for the completion and confirmation from your end of the process I will request you to please call on 1800-934-6489

Press 2,1,1 accordingly and you will be connected to an live agent over the call.


#CALL BACK :
I would have loved to call and help you, but I would like to inform you that as I am from chat repair team we do not have the access to call you. However you can share your query with me here on chat and I will try my best to resolve it.

Since you’re looking to have a word with Voice representative, please call us at 1800-934-6489 Xfinity and follow the interactive voice response to have a word with live agent Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services

Press 2,1,1 accordingly and you will be connected to an live agent over the call.


#CONTACT NUMBER :
CSA 1888-565-4329
UPS pick up 1800-823-7459
Customer Care 1800-934-6489
Internet Essential 1855-846-8376
Business Team 1800-391-3000
Data usage 1877-807-6581
seasonal suspend 1888-633-4266
gift card 1800-526-3268
WIFI pass 1866-366-5756
mobile 1888-936-4968
prepaid 1855-757-7372
SIK activation 1855-652-3446
movers 1877-685-6683