Notes

Opening

A wonderful day! Thank you for choosing Xfinity and I am your Xfinity ambassador for today. It will be a great pleasure to assist you.
Hi AAA, I hope you are doing well today?
Great, I am also doing well, thanks for asking.
How may I assist you today?
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

Acknowledgement and Apology

I highly appreciate your efforts prior this chat. Let me take care of this for you : )
I do understand your concern about the issue you are experiencing with your AAA.
I apologize for the inconvenience, I definitely will make sure that it gets addressed immediately.
I apologize for the inconvenience. Let me help you right away with your issue.
I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me a chance to once to overturn the situation. I will try my best to resolve this and get everything sorted for you.
I do understand, This is not a good situation to be in and As a consumer myself, I completely understand the importance of working internet/Cable/Home phone service.

Assurance

I completely understand you. I will make sure that this will be the last time that you'll chat about this issue.
I know how it feels when things are not working the way it should be however please be assured as I will give my best efforts to get it fixed for you at the earliest on priority.
Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.
No worries, I'm here to help you and be rest assured as I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.

Additional Information

Just to confirm if I am working on the right account, Is this " AAA " your service address?
Could you please help me with your First and Last name along with your complete service address ?
Please let me know the user id you are trying to reset the password for.
In order to very your account please help me with last 4 digits of your SSN/Stored payment method.

Appreciation

Thank you for providing the information.
Thank you for providing the details and I appreciate your efforts over the chat.
I highly appreciate your time and patience over the chat.

Cheaper plan request :-

I'm glad you called us today, and I understand an increase in your bill is an unwelcome surprise. Don’t worry, I can help.
Please allow me a moment to check the best available deal on your account and help you with it.
AAA, While working on your account as I have seen right now there is no other deal available on your account which can help you to lower down your bill with the same level of services.
However please be assured as Xfinity updates the plans on customer's account time to time and In this case I would request you to please wait and once we get a better deal on your account we will let you know about it and you will be also able to check them online at https://www.xfinity.com/digital/offers/plan-builder and make the changes with your plan.
AAA, As I am from the internet repair department right now I only have some limited deals on your account at my end however in this case let me help you with the contact details of our dedicated Promotional team who will look into your account and help you with the best available discounts and promotional.
I would request you to please once contact our dedicated team available at "1-800-934-6489 Available Monday-Friday: 8 a.m. to 9 p.m and Saturday: 8 a.m. to 8 p.m" and our promo team will help you right away with it.

Troubleshooting

Let me troubleshoot your device and if required I will set up a technician visit for you.
How long have you been getting this issue and were there any troubleshooting steps performed earlier?
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.
Please let me know if you are you using additional router with the modem?
Are you experiencing this issue on a wired connection, Wireless or both?
If possible could you please make a wired connection with your internet modem and run a speed check on http://speedtest.xfinity.net and let me know the internet speed you are getting right from your internet modem?

BAXA

1. Hotspot:-

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.

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. 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.

Tech visit

You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our end and it seems that this is a physical wiring issue or some kind of signals issue.
We now need to dispatch a technician to trace the cause of this . Rest be assured that we will be sending our well trained tech to resolve your concern.
The tech visit will be free of cost to you if the couse of problem is Xfinity's end or equipment rented by Xfinity and if there will be any charges of the appointment the technician will let you know about it before completing the work.
Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.
Meanwhile I also want to inform you that An adult (18 years or older) must be present in the home when the technician arrives, and for the entire length of the appointment. Photo identification may be requested for proof of age also you should be able to provide the technician with access to lock boxes, utility rooms, and basements where Comcast wiring is located.
Please help me with your preferred contact number for the appointment on which if required the technician can contact you.
We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment has anyone in the home tested positive for the virus?
Great! We can go ahead.
What is your preferred date and time for the technician visit?
The soonest slot is available for " AAA ", Shall I schedule it for you?
AAA , Right now the soonest slot is available for " AAA " however please be assured as I will enable "Wait-List" for your appointment so that once we will get a sooner slot we will inform you about that via Text and you can reschedule your appointment on that slot via your Xfinity account or at http://my.Xfinity.com/
I would like to inform you that I have successfully scheduled the appointment for you, Here is the ticket number " AAA " for your reference.
I would also like to inform you that if you wish to change or cancel the service appointment, you can simply go to http://my.Xfinity.com/ and click the 'My Account' header near the top of the page to make the changes. There will be no need to call or chat back to reschedule or cancel the tech visit.

Soak Study:-

AAA, you have been a great troubleshooting partner and we have done all the required troubleshooting from our end however it seems like this is some kind of signals issue or configuration issue with the equipment.
In order to get this issue resolved we will have to escalate your concern to our advanced repair team.
Rest be assured as our back end team will work on your concern from there end and get it fixed within next AAA hours and once the issue will get resolved our team will get back to you via text and confirm the same with you.
Please let me know if you are available on " AAA " ?
AAA, I am glad to inform you that your concern has been escalated to our back end team who will get getting it resolved at the earliest and here is the ticket number " AAA " for your reference.

Soft Disconnect :-

AAA, While working on your account as I have seen your services are temporarily disconnected as there is delinquency of AAA on account.
In this case in order to get the services on account we will have to get the past due on account cleared and once it's done your services on account will get restored right away.
I do understand you and I see that you had submitted a request of payment arrangement on account for AAA however the request was not processed as your account is not eligible for payment arrangement.
I do understand you and I really want to inform you in this however while restoring the services on your account the system is giving me a message that we will have to get the past due on account cleared to remove the service disconnection from account.
AAA, if it would have been possible for us to restore your services on account surly I would have done it for you however as I am from the internet repair department the system wont allow us to do the same.
However let me help you with the contact details of our dedicated collections team who handles such concern, Rest be assured as our dedicated team will look into your concern and help you in the best possible way.
You will be able to contact our dedicated collections team available at "888-936-4968 from Monday through Friday: 7 a.m. to 10 p.m, Saturday: 8 a.m. to 7 p.m and Sunday: 9 a.m. to 6 p.m.
Please call on the above given number so that our dedicated team can help you at the earliest with it.

Issue resolved

Awesome, so happy to hear that. I really appreciate it your efforts and cooperation : )
I must say, You are really one of the most understanding, patience and supportive customer I had chatted today.
It has been my pleasure to assist a valuable customer like you today : )
It's you who we need to thank, Thanks for being wonderful part of Xfinity : )

Sale

1. Flex:-

I would also like to inform you that you being a valuable customer of Xfinity I will be also providing you 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.

2. XFi :-

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 no cost which cost $119.

3. Xfinity mobile:-

AAA , 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 1 Gig at just $15 per month and Unlimited data line from $45 or less if you add more then one line with us.
Xfinity offers the best 5G mobile service across US along with thousands of free hotspots which you can use at no cost.
Also adding a line will help you to get additional AAA discount on your internet bill for next 24 months.

4. Speed upgrade:-

AAA, I also have a great news for you. While working on your account as I have seen you are paying approx AAA for your services right now and you will getting upgraded XXXXX in approx the same price.

Before Approval

Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the details. 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?
You would have received a consent on this " " email address / Contact number. In order to approve the order you just have to click on "I Agree" and then press the "Submit" button and the order will get approved.
The link for the approval is valid for next 3-4 minutes, Let me know once you are done with the approval.

After approval

Thank you for your approval : )
Your order has been placed successfully, Here is the order number " AAAAA " for your reference and Please do expect an email notification within few hours for the order details.

Additional Assistance

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 with?
On a personal level I appreciate your patience and warmth approach through out our chat. Before we finish, is there anything else that I can assist you with?
It was really nice chatting and working with you. Is there anything else I can assist you with?
Thank you so much for your time & patience throughout the chat. Is there anything else I can assist you with?
Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you with?
Do you have any other questions or concerns I can help you with today?

Closing

Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.
It was indeed a pleasure to assist a valuable customer like you.
I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.
Just checking to see if you are still there? I will be ending our chat shortly as I haven't heard back from you.
It looks like you've possibly walked away, or have left our session. Thank you for contacting XFINITY Support


Survey Pitching in issue resolved cases

My goal is to provide you an excellent customer experience. I hope with my little ways, I was able to satisfy you with my service?
Thank you so much and do you have any other questions or concerns I can help you with today?
Thank you for contacting Xfinity. I wish health and safety for you and your family. Please take good care of yourself which is most important.

Helpline number

Repair Voice Helpline :- 1-800-934-6489 Available Sunday-Saturday: Open 24 hours
Billing:- 1-800-934-6489 Available Monday-Sunday: 7 a.m. to 9 p.m.
Retention :- 1-800-934-6489 Available Monday-Friday: 8 a.m. to 9 p.m and Saturday: 8 a.m. to 8 p.m.
Customer Security Assurance Team:- 1888-565-4329 Available 6:00 AM - 2:00 AM ET/Seven days a week
Data Usage: 1877-807-6581 6:00 AM - Available 2:00 AM ET/Seven days a week
Prepaid :- 1855-757-7372 Available 24 hours a day, 7 days a week
Mobile department:- 1888-936-4968
SIK Activation :- 1855-652-3446 Available 24 hours/day, seven days/week
Seasonal hold:- 1888-633-4266
Internet essential :- 1-855-846-8376 Available 8 AM to Midnight (EST).
Business/ Bulk support team :- (800) 741-4141

Links

Mercury - https://mercury.comcast.net
Workflow -https://chat.pcidss.eclerx.com/chat/
Einstein -https://einstein360.cable.comcast.com/
User name -https://www.xfinity.com/getstarted
Channelline-https://www.xfinity.com/learn/channel-lineup
Return label-https://customer.xfinity.com/returns
Modem link-https://www.xfinity.com/support/devices/
Mobile -https://www.xfinity.com/mobile/support
Payment Arrangement- https://customer.XFINITY.com/#/billing/payment
Internet essential - https://www.internetessentials.com/
Business support - https://business.comcast.com/contact
My Source - https://mysource.comcast.com/
Callback - https://www.xfinity.com/support/schedule-callback/
Prepaid support - https://www.xfinityprepaid.com/
Service cancellation form - https://www.xfinity.com/support/cancel-service
Return label - https://www.xfinity.com/returns
Account holder passed away - https://www.xfinity.com/support/articles/account-holder-passed-away
Xfinity store - https://www.xfinity.com/stores/

Customer requesting call Back

I understand it is convenient to get assistance over the call but I am really sorry as I am from chat department I am unable to call you. However if you need assistance over the call then you can call at our helpline number which is 1-800-934-6489 available 24/7 , or else if you will allow me chance I will be glad to assist you with it.

Please call on the given number right now and I will stay connected with you over the chat till the time you get connected with our dedicated team on call.

In order to get an agent on line please speak your concern on IVR system or press 4-2-2.

No worries, It might be possible that the lines are busy right now because of which you unable to get an agent over the call and in this case you can also schedule a call from our voice team at https://www.xfinity.com/support/schedule-callback/ and our team will get back to you via call.