Notes

Opening:-
A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

Relate:-

Internet

I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.

I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.



I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption.


Apology:-

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.



I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

Assurance:-

For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat.

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

Probing:-
Internet

Since when are you experiencing this issue?

Were there any troubleshooting steps done before you contacted us?

Please share the light status on the modem.

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.

Cable:-

Since when are you experiencing this issue?

Are you facing any error code or error message on the Tv box?

Please confirm serial number of the affected box that will be available at the back panel of the cable box.



Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.

Restart the cable box steps:-

1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait for 10-15 seconds.

Please push the “WPS” button on the bottom of the Xi device, then within 2 minutes press the “WPS” button on the top of the Wireless Gateway.

Appreciation:-

I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.

I appreciate your patience and efforts over the chat.



Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.

Call back:-

Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489.

I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat

SPLIT THE BANWIDTH 2.4 AND 5.0:-

please follow these steps to see different wifi bandwidth .1) Go to xfi app 2) click on connect tab 3)click on your network name 4) select see network 5) click on the edit wifi on top right corner of page 6) there you will check the box for using different name for 2.4 and 5.0 bandwidth

Log in at xfinity.com/myxfi or on the Xfinity app (download on the App Store or Google Play). If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by metnioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates.

Self Help:-

Xfinity hotspot:-

While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Whenever you want to use Xfinity Hotspot if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US. 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.

Xfinity Stream App:-

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your Xfinity credentials and then you can access the Streaming feature.

Xfinity App:-

Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

XM Pitch:-

You are qualify for Xfinity Mobile, I can help you to sign up for the Xfinity Mobile, and the best part is you can port your existing contact number in the Xfinity Mobile

IMPORTANT NUMBER
Temporary Hotspot == 1-866-489-0919

Prepaid internet --1-855-757-7372

Movers-- 1877-685-6683

Comcast Helpline Number :-1800-934-6489

CSA:-1-888-565-4329 Available from 6 am to 2 am.

Seasonal hold:- 1-888-633-4266.

Xfinity Internet essentials :- 1-855-846-8376

Xfinity Mobile:- 1-888-936-4968

Norton security suit:- 1877-272-7149

UPS store helpline number:- 1-800-823-7459

Xfinity Home Security helpline number: 1-888-223-5723

SIK Activation:- 1-855-652-3446 ( 11: 00 AM - 10:00 PM )

Wifi passes Helpline Number is:-1-866-489-0919

Activation department--1-855-652-3446

Xfinity reward -- 1800-526-3268

BBA-1800-391-3000
ACP-1877-384-2575

No Charge:-

No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.

Closer script:-

In case where we resolved issue on the chat:-

All right(customer name), today chatted in regarding___________ and I can Imagine! I would be so lost without my internet! Oh, and I would also like to thank you for troubleshooting with me- I could not have gotten your services restored without you.
What else can I help you with today?
Awesome! I am so glad I was able to help and confident you will be able to use the services without any interruption. Just to make sure once more before I let you go, (customer name), have I resolved all your concerns?



In case of scheduling troubles call:-

Mr./Mrs. customer, today you chatted in regarding____________, and we discovered that___________. ******Rest be assured, our technicians are the best, so I know you will be In great hands.
(Use it where we arrange trouble call) What else can I help you with today?


Thank you for being a loyal Xfinity customer. Also I (truly) appreciate your patience and time so much. Have a great rest of your day



In case of creating soak/ open ticket

Mr./Mrs. customer, today you chatted in regarding_____________ we've completed all the troubleshooting steps available over the phone. Now, we will run additional diagnostic on the backend to resolve your internet connectivity issue, which may take up to four hours. we'd like to text you to confirm your services are restored. is it okay for us to send you a text for the further updates?......... let me reassure you, Denise, this issue is frequently resolved within the time frame given, and the best part is you don't have to wait on hold or call back! May I please confirm we can send you a text?...............
Great! A text message will be send to the preferred number ending in 5555 to confirm the issue is resolved. If, for any reason, your internet connectivity issue still persists, and advance repair specialist will be available by chat or virtual call back.

Now that we have confirmed your mobile telephone number and are running the diagnostic in the background to restore your internet what else can I help you with today?

I am confident your internet will be back up and running in the given time frame. Thank you for being a loyal Xfinity customer. Also I (truly) appreciate your patience and time so much. Have a great rest of your day


End Chat:-

On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, is there anything else that I can help you with?

It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity. I do really appreciate your business or loyalty with Comcast.

You were a awesome customer throughout the chat , I really feel happy to assist the customer's like you , Are you happy with my services and overall Xfinity services ?

I would love to hear the experience I was able to provide you today . If you'd like to share them you can click on "end agent chat " option ❤️.

you may now click on END Agent CHAT and continue with your thoughts of your experience that i have provided you today. Have a great day ahead.