Notes

Ashish Notes

PCIDSS link :-
chat.eclerx.com/chat

CSG Error search tool :-
https://westapps.cable.comcast.com/commonerrors

__________________________________________________________________ACKNOWLEDGEMENT (RARA)______________________________________________________________________________________


--------------------------------------FOR INTERNET SERVICES--------------------------------------

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.

Thanks for specifying your concern. I'm really sorry to hear this that your internet is not working. I can't live without my internet for even an hour and therefore I understand your situation. I will do my best to restore it for you.

I really apologize for the issues you are facing with your internet services, please accept my sincere apologies on the behalf of Comcast and let me look into it right away. Be assured, you are connected to the right person and I am here to help you out with the best of my capabilities.


-----------------------------------------FOR CABLE SERVICES---------------------------------------
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'm really sorry to hear this that your TV services are not working. I can't live without my television services for even an hour and therefore I understand your situation. I will do my best to restore it for you.

I really apologize for the issues you are facing with your cable services, please accept my sincere apologies on the behalf of Comcast and let me look into it right away. Be assured, you are connected to the right person and I am here to help you out with the best of my capabilities.


------------------------------------------FOR VOICE PROBLEM---------------------------------------
Thanks for specifying your concern. I understand the importance of a proper working phone service in this interconnected digital world. I will definitely help you to get your phone service working back again. Please be rest assured.

I really apologize for the issues you are facing with your landline services, please accept my sincere apologies on the behalf of Comcast and let me look into it right away. Be assured, you are connected to the right person and I am here to help you out with the best of my capabilities.


___________________________________________________________BE WARM AND FRIENDLY__________________________________________________

NAME, what makes me happy is when I resolve the issue of the beloved customers, so be assured, I am not going to lose this chance.

Keeping aside this issue, how’s your day going so far?

That's wonderful to hear! I hope that your day goes greater and smoothly all through out!


_______________________________________________________SHOW APPRECIATION________________________________________________________________
I appreciate you bringing this to our attention, Thank you for being a loyal customer, I can definitely help you with that.

As I was reviewing your account, I observed that you are new to Xfinity. Welcome to Xfinity! We’re glad you have decided to join us. I really appreciate it.

Thank you for being patient. I appreciate your time.

------------------------------To follow troubleshooting steps.--------------------------------------

I would like to appreciate you for doing the manual troubleshooting steps before hand it will make our further process much easier.


---------------------------------------------LOYALTY------------------------------------------------

I would like to appreciate you for being a loyal customer to Xfinity. It really means a lot to us.

We appreciate your business with Xfinity and value you as a customer. I also have an amazing deal for you which might save you quite money. Which we can discuss at the end of the chat.

________________________________________________________________IRATE CUSTOMER__________________________________________________________
I would like to apologize to you for not meeting your expectations. Any situation that is not resolved in a timely manner is unacceptable, and I certainly understand your unhappiness.

I apologize for the Inconvenience that you're having issue with the XX, No worries, you have me today, I'll help you sort this out.

I will be more than happy to help you on checking on your issue. I assure you that we would be able to come up with a resolution together on this chat by providing you with the information you need.

That's not the experience we want you to have as a customer. I would feel just as frustrated, my internet is really important to me. Let's work to resolve your issue together.

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 fix your internet issue by the end of this chat.

I really really apologize for your not so good experience with Xfinity. Believe me, Xfinity never wants its beloved customers to go through such type of experiences. I am going to share this to my seniors also and I really want to help you out now, no matter what it takes.

You have been with us for more than 2-3 years and if you had to go through whole this thing then it is not acceptable at all. I will make sure that this really gets resolved. I am adding the notes about this whole thing so that the dedicated department can know about it and make sure that it will not happen with anyone in the future also.

I really apologize for the miscommunication from the previous agent. We have the policy to set right expectations. But this time, it wasn’t followed, and I am feeling really sorry for that.

Also, I really appreciate you to bring this to us. I promise you that I will make sure that this never happens with any one in the future.

I am going to tell my seniors also about this whole thing. In the end, your satisfaction is the most important thing to us and therefore as a token of apology, I want to apply the credit of $10 on your account. Please accept it, this will make me feel better



---------------------------------------TO ARRANGE A TECHNICIAN VISIT---------------------------------
Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.

Just to set right expectations, the process of scheduling the technician is a bit longer as we have to send signals to your network to get all information. Please bear with me for 2-3 minutes

--------------------------------TO CANCEL THE TECHNICIAN APPOINTMENT------------------------------
Thanks for specifying your concern. I will definitely help you to cancel the technician appointment. Please be rest assured.

Just to confirm, is the issue fixed for which you had scheduled the technician?

That's great to hear! I have started the process of cancelling the appointment. I also want to share with you that you can cancel and reschedule the technician using the Xfinity My Account App

1) Download the Xfinity My Account app from Apple app store or Google Play.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.
You can take a screenshot of these steps

________________________________________________________________HOLD/ UNHOLD_______________________________________________

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


Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.

Allow me to fetch your account details. It will take 1-2 minutes. Please stay connected till then.

-------------------------------------Appreciation for Hold------------------------------------
Thanks for staying connected till I fetched your account details. I appreciate your patience.

Thank you so much for being on hold. I really appreciate your patience.


____________________________________________________________BAXA___________________________________________________________________________

------------------------------------------INTERNET ISSUES----------------------------------------
While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/

------------------------------------------CABLE ISSUES---------------------------------------------
While waiting I wanted to share that 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. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream or you can also download Xfinity Stream app from Apple App Store or Google Play.

----------------------------------------VOICE ISSUES------------------------------------------------
The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).

-----------------------------------------Xfinity Flex----------------------------------------------
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 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 will be able to stream more than 10,000 free movies. Also, access their music choices, like Pandora, iHeartRadio and Amazon Music.

________________________________________________________PROBING INTERNET___________________________________________________________________________________

Please tell me since how long you are experiencing this issue and were there any troubleshooting steps before coming on chat?

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.

CM MAC Number is a 12-digit string of numbers and letters that identifies the modem you have. It’s printed on a label that can usually be found on the back or bottom of your modem.

Please tell me the power light status on your modem. Is it flashing white/solid white/flashing green/orange?

I am sending the signals to your modem to diagnose the root cause. It will take 3-4 minutes. Please stay connected over the chat.

I have registered the signals in the modem. I need your help to perform these steps. Please follow these steps:-
1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem.
3. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
4. Plug back the modem to the power source to turn it on and wait for all lights to sync.
5. Once the modem is fully sync, Let me know so I can run the next process on the modem.


________________________________________________________PROBING CABLE___________________________________________________________________________________

I know it can be inconvenient when you can't watch your favorite shows on the TV screen as your cable is not working. Let's take a look at it together.
In order to isolate the issue and troubleshoot successfully I would like to ask you some questions so that I can give you a faster resolution, Would that be fine with you?

Are you receiving an error code such as XRE-00250 or RDK-03036, an error message like No Signal, Welcome Screen, etc., or are you experiencing no picture and no message, ex. Black Screen, All Snow, etc.?

Could you please confirm, since when are you facing this issue?

Were there any troubleshooting steps done before you contact us?

Please confirm in how many devices you are experiencing the same issue?

I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.

I am sending the signals to your TV box to diagnose the issue. It will take 3-4 minutes. Please let me know if you see any changes on the TV screen.

---------Cable box power cycle.----

I have sent the refresh signals to your Tv box and now I need your favor by performing the below steps

Unplug the cable box from the power source to turn it off.
Unscrew the Coaxial cable at the back of the cable box.
Securely screw the Coaxial cable to the back of the cable box and make sure that the other end is connected properly to the wall as well.
Plug back the cable box to the power source to turn it on and wait for all lights to sync.
Please let me know once the cable box is fully sync .


-----------------------------Health Check/Expectation Settings------------------------

I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

Are you getting this error on particular channels or all channels?

Please change the channels and check if you are getting issue on all channels.


_________________________________________________________________SELF HELP______________________________________________________________

( for all types of internet issue)
Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.


( for all types of internet issue)
I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password. I would recommend/suggest trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview.

_______________________________________________________MY ACCOUNT APP__________________________________________________________

----------------------------------INTERNET CUSTOMER----------------------------------------------

In the meantime, I would like to inform you that if your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google and Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity credentials.

-----------------------------------CABLE CUSTOMER--------------------------------------------
For future reference you can Pay bills, personalize your WIFI name and password, check service outages, technician arrival time and troubleshoot Xfinity equipment, explore your TV channel lineup anytime. Everything is included at no additional cost. Download the Xfinity My Account APP for your mobile device from your Apple's IOS Appstore/ Android's Playstore.

______________________________________________________OUTAGE AND OUTAGE CREDIT____________________________________________________
I would like to inform you that there is an outage in your area due to that your services has been impacted . Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs and on your next bill.

_______________________________________________________TECHNICIAN_______________________________________________________________________________

----------------------------------------SOAK PROCESS--------------------------------------------
I have ran some health checks on your modem and updated some boot files. I would like to tell you that the troubleshooting steps taken should resolve the issue within one hour. We can follow-up with a text message after one hour to confirm resolution. If the issue is unresolved, you will receive a text message to continue troubleshooting.

Please help me with your best contact number in which you will get the text message.

As we have performed all the troubleshooting steps but the issue is still not resolved therefore, I would like to inform you that I can schedule a technician visit to resolve this problem.

I want to share with you that the technician visit will cost you $100.

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.

Please help me with the best contact number to schedule the technician.

I am checking for the earliest availability of technician to fix this for you.

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?

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.

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 an 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.

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple app store or Google Play.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.
You can take a screenshot of these steps

__________________________________________________PAYMENT ARRANGEMENT SCRIPTS_______________________________________________

As a customer myself I would love to help you restore the services today however, since the system have verified that there was an unsuccessful payment arrangement, it will not let us process another extension as we have reached the maximum days and amount of delinquency.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

Payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.

It is never our intention to deny or deprive you with any extension and the current status of the account limits us to do so. I am hoping for your compassionate understanding that we follow certain mandates and we also bound to a certain limit like a normal person.

I understand your situation as I also live within a budget. I know this is not an easy situation for you and I am doing all the possible options here to extend the payment, though the account reached the maximum days of delinquency.

I hope you will not take this against me as I only want to be transparent and ensure to resolve your issue without giving false information. I know that we sometimes go through rough times and I'm hoping that you get through the situation favorably.

I know that you are on a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.

We have done our best to process your request . We have exhausted our resources, but we are getting the same result since your account is in a maximum days of delinquency. For us to reactivate your services again, the payment of the past due balance should be processed. Once you have done the payment, your services will be automatically get restored.

However in as much that we would like to extend or set up a payment extension in your account, the full past due balance has been settled. This is because your account has reached the maximum days where we can set up an extension and the maximum days of delinquency. But no worries, let me partner this one with my supervisor to check if we can do something.

As of this moment, your account no longer allows us to set-up a new arrangement and needs us to settle the full past due first before it allows us to restore the services.

We understand that many customers are experiencing financial hardship that makes it hard to pay their bill, and we want to provide flexible payment options for those who are eligible. You are eligible for installment plan so service will remain active.

__________________________________________________________________CLOSING_____________________________________________________________


Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?

Are you pleased with Xfinity services and my assistance.

Can you do one thing for me?

Please share your feedback once you click on End chat button. We would be happy hear the feedback from your side on the service and experience I have provided you today?

Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day”

I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you'd like to share them you can click the "end chat" option. ❤️

Thank you for choosing Xfinity Chat Support. Have an amazing day.

I want to thank you for your time and patience while resolving your concern, have an awesome day.

______________________________________________________UID PASSWORD RESET_______________________________________________________________

Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or wi-fi password?

As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.

To reset the password, first we will need to register either phone number or non-comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.

If you choose to register your phone number, make sure it's a smartphone number and phone must be connected to your own Xfinity wi-fi (in home network). Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity wi-fi
(in home network).

Please note that you should be connected to your Xfinity In-home internet/WiFi connection to verify this as your password recovery option. This is only a one time process and would be useful moving forward. If you are not connected to Xfinity In-home internet/Wi-Fi connection , then this verification link will be active for next 72 hours. You can complete this verification process once you are connected to your Xfinity In-home internet/Wi-Fi connection

So please confirm are you connected to your own Xfinity wi-fi ?

Please click on that link and verify the same. Confirm once done.

Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.

Since you are not connected to in-home wifi we will not be able to register the recovery options that your non comcast email address ot phone number on account.
Hence we will not be able to reset the password in this way.

However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successful verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.

2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.
Please let me know how you would like to proceed

__________________________________________________ADMIN PORTAL________________________________________________________

Log in on http://10.0.0.1
Login on the page with username as 'Admin' and password as ' Password' (IF NOT CHANGED YET)
Click the Add Port Trigger
Enter Service name for which we want to change ports
Edit port trigger
Click Wireless.
Go to Gateway -> Connection -> Wi-Fi and press the EDIT button next to your wireless network.
Click save settings.
Unplug the modem from the power source to turn it off.
Wait for 50 seconds.
Check if coaxial cable at the back of the modem is properly connected.
Plug back the modem to the power source to turn it on and wait for all lights to sync.
Once the modem is fully synced, check for internet connection.
Go to access Gateway > Connection > Wi-Fi from the left navigation menu then click edit.
See mode option there?
Can you please put the mode in b/g/n.
Change channel.
Save



_______________________________________________________MOBILE SALES________________________________________________________________________

Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?

You can qualify for a $100 Visa Prepaid card by bringing an eligible phone to a new line of service and porting an existing phone number from another carrier within 30 days.

______________________________________________________TRANSFER_______________________________________________________________________________

-------------------------------------North team/West --------------------------------------------------
I want to share as we are from chat repair team and from central region, we do not have access to west account. I'm requesting you to please connect our west region team on 1800-934-6489. However from my end, I can troubleshoot in order to fix your internet concern.

--------------------------------------Mobile-----------------------------------------------------
I want to share as we are from chat repair team we do not have advanced access to mobile services , I'm requesting you to please contact our mobile team on 1888-936-4968. You can call them now, I am here on stand by

-----------------------------------internet Essentials-----------------------------------------
I want to share that your chat is connected with central repair team, we do not have access to internet essential account, however we do have a dedicated team, requesting you to connect with our internet essential team on 1855-846-8376. You can call them now, I am here on the chat on stand by.

------------------------------------Prepaid team---------------------------------------------------
I want to share that your chat has been connected with postpaid team, I'm requesting you to please connect our prepaid team on 1855-757-7372.

-----------------------------------CSA Team--------------------------------------------------------
I want to share with you that we have a dedicated team which deals with the account security issue and therefore I would request you to please contact the team on 1-888-565-4329. You can call the team now. I am here over the chat only.

___________________________________________________ADDING NEW MODEM_____________________________________________________________________

Please provide the CM-MAC number of the new modem that you want to add to your account.

CM MAC Number is a 12-digit string of numbers and letters that identifies the modem you have. It’s printed on a label that can usually be found on the back or bottom of your modem.

Thank you for sharing the CM-MAC address. It will help me to add the modem to your account.

Also, please help me with the Brand and full model of the modem so that I can add the right modem to your account. It must be at the back or bottom of the modem or at the box of the modem.

That's a great modem. How much does it cost you.

I am adding the modem to your account now. It will hardly take 1-2 minutes. After that I will send some signals to activate it.


_________________________________________________CUSTOMER SUPPORT NUMBER____________________________________________________

Seasonal hold 1-888-633-4266

I wish I could call but I am restricted by the system as we are from the chat repair department. You can call this number this will put you through live agent. 1-800-xfinity (1-800-934-6489)

Internet Essential 1-855-846-8376

Tenant and Business helpline number 1-800-391-3000

CSA(Customer Security Assurance) team 1-888-565-4329

Prepaid 1-855-757-7372

Retention team (1-866-470-6654)

Xfinity mobile Team 1888-936-4968