Notes

Wonderful Evening! Thank you contacting Xfinity Chat Support. Feel free to call me Azhar. May I know the first and last name of the awesome customer I am assisting and your concern please?


I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
I completely understand your situation as I am also a customer at some point, I am working from home and my children's 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.


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.




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.



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?


Please confirm if it is steady?


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 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 Mandy.
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

Thank you for providing information.

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.

Mandy 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 fro 15 seconds and once you plug it back kindly confirm.

Sure take your time.

You are doing a fantastic job Mandy, 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.
Meanwhile if you want you can grab a cold one.


Meanwhile let me share a great feature of Xfinity with you.
You can use Xfinity hotspots while on the go.

There's another great feature you must have heard about Xfinity app?


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?


xxxxxx in order to book tech slot for you please confirm the Xfinity account number