Notes

******************opening************************

Hi. Wonderful Morning/Evening Thank you for contacting Xfinity Live Chat Support. Glad to have you on chat. My name is----. How may I assist you today?

***********************************Internet scripts***********************************


1) How long have you been experiencing this issue and were there any troubleshooting steps performed earlier?

2) I apologize for the issue you are experiencing with Internet services. Let me quickly assist you with your Internet issue. I appreciate your efforts which you did so far to fix the issue before coming on the chat. I am here to provide you with excellent customer service today. Please be assured I will do my best to help solve your problem.

3) Empathy**** a) I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I am working on your issue giving my best to address your issue.

b) I understand the importance of working and stable connection as I use internet for work purpose and to connect with family please be assured I will give my 100% to address your issue.

c) Being a father/mother I can understand the importance of education in there life. I am giving my best to address your issue so that your children will enjoy the services.


4) To make sure that I am getting the correct account, please provide your complete name.

5) Mr customer, 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.

6) Thank You. I appreciate the efforts which you did so far to provide the required details :)

7) How has been your day so far?

8) Cool. Glad to know that. My day was great. Thank You for asking :)

Cool. I'm doing great. Just started my shift so pretty energetic :-)


9) I am running few tests on your internet modem to make it working for you. I will give my best to address your issue on priority basis.

10) Are you using additional router with modem?

11) Thank you for the information. You getting issue with wired or wireless devices?

12) Thank You for specifying. How many people use Internet at your home and what do you use Internet for i.e. Gaming, Streaming, E-mail etc?

13) Thank you for the details. I appreciate you answering all my questions patiently which will help me in identifying and resolving your issue over the chat

14) My system sending the Synchronization signals to modem from server end it will take 2-3 minutes please stay connected while it sending the signals

15) I really appreciate your efforts and Co-operation and as well as I would like to also appreciate for business relationship and loyalty from Comcast.

16) Meanwhile are yu aware about Xfinity W-i-Fi hotspot?

17) I wanted to share that you can also enjoy our XFINITY Wi-Fi hotspot on the go. To access Xfinity Hotspot please go to your Wi-Fi settings and search for "xfinitywifi" network name and connect to it as per the availability. Once connected, open the browser and a pop up will appear. All you need to do is log in via your Xfinity Online account credentials.

18) Yes you access to anywhere any I assure you you will enjoy it as per the availability

19) My system sent the refresh signals to box.

I am going to share few steps with you I would request you please follow that steps.

1)Unplug the box from the power source to turn it off.
2)Wait for 50 seconds.
3)Check if coaxial cable at the back of the modem and at the wall outlet is properly connected and should be finger tight.
4)Plug back the box to the power source to turn it on and wait for all lights to sync.
5)Once the Modem is fully synced, Check for Internet connection.

21) Please follow these steps and make sure all the connections should be "Finger-tight". Please note that: It will be temporarily disconnect you from the chat for few seconds once reset is done it automatically connect your chat with me. Do let me know once you done or experience any issue. I am on standby.

22) Please follow these steps and make sure all the connections should be "Finger-tight". Do let me know once you done or experience any issue. I am on standby.

23) How's going so far?

24) I appreciate your efforts which you did so far throughout the chat and I would request you please wait for 2-3 minutes because device take time to update after the signals.

25) What's the online light status of modem is it solid or flashing?

26) Perfect. I would request you try to surf the internet or let me know if you experience the same issue.

27) Fantastic. we both resolved the issue together :)

28) Also I want to share with you that you can download the Xfinity app from playstore/appstore which is specially designed for the modem settings you can make changes anytime and from everywhere.

1) Using this app you can change your network name or password under NETWORK tab.
2) You can also troubleshoot/reset your device and ran a speed test with the same NETWORK tab.
3) Also you can check how many devices are connected with your In-home network and you can easily pause UNWANTED devices just click on that device under CONNECT tab.
4) You can also create a any profile using PEOPLE tab and also you can make a parental lock and many more amazing and cool features.

30) Mr customer today you contacted regarding the internet services I did all troubleshooting and it start working. Can you confirm that this resolves your concerns today?

32) Nice.You have been very patient and amazing with me today, probably the best customer I had today. Will there be anything else I can help you today?

33) Alright. Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Good night, sweet dreams Have a fabulous night :)

34) Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Have a Fabulous Day. Enjoy beautiful day with family and your loved ones :)



*********************************************CABLE ISSUE*******************************************************
a) How long have you been experiencing this issue and were there any troubleshooting steps performed earlier?

b) Hi. Wonderful Evening/morning Thank you for contacting Xfinity Live Chat Support. Glad to have you on chat. My name is Vishali. How may I assist you today?

Empathy: c) 1) I completely understand the importance of entertainment in current situation while we all are working from home and staying together. I'm here for you and will give my best to address your issue

2) I understand the importance of working cable services for our children as they learning many things from TV. I am giving my best to addres syour issue

c) Do you see error code or error message on screen?

d) Thank you for confirming. I'm running few tests on your cable services to make it working for you.

e) How has been your day so far?

f) Cool. Glad to know that. My day was great. Thank You for asking :)

g) Mr customer, Can you provide the Serial number that’s located at the back or bottom of your box, I want to make sure I'm working with the right device.

h) Please confirm do you experience this issue with one channel or multiple channels.

I) Which cable you are using to connect your device i.e. HDMI, CO-AX etc

Press the input/source button from the TV remote. It should be on HDMI1/HDMI2

J) Help me with the name of the channels or channel numbers on which you experience the issue.

k) It seems that your cable box needs a reset signals. Is it okay to reset your box now?

l) Thank you for valuable permission. My system sending the refresh signals to the box. It will take 2-3 minutes to complete. Please stay connected.

M) Meantime, are you aware about Stream app?

1) Let me explain about stream app.// Great, good to know that you have a proper knowledge about your product features and I hope you are enjoying the features of Stream app that you can Get the entertainment you love anywhere, on any device.

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. You can access the cable channels. Everything is included at no additional cost, Download the Xfinity Stream app for your mobile device from playstore/appstore

My system sent the refresh signals to box. I am going to share few steps with you I would request you please follow that 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 10-15 seconds.
3)Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.This is to check dust, wear and tear to fully optimize the connections.
4)Please unplug the wires between box and TV . Wait for 30 seconds then plug back in again .
5)Kindly Check, all the wires of device plugged in properly.

R) Please follow these steps and make sure all the connections should be "Finger-tight". Do let me know once you done or experience any issue. I am on standby

S) I appreciate your efforts which you did so far throughout the chat and I would request you please wait for 2-3 minutes because device take time to update after the reset.

T) What's the status now?

U) Fantastic. We resolve the issue together :)

V) Mr customer today you contacted regarding the Cable services I did all troubleshooting and it start working. Can you confirm that this resolves your concerns today?

w) Cool. I really appreciate your efforts and Co-operation and as well as I would like to also appreciate for business relationship and loyalty from Comcast.

x) Nice.You have been very patient and amazing with me today, probably the best customer I had today. Will there be anything else I can help you today?

Y) Alright. Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Good night, sweet dreams Have a fabulous night :)

z) Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Have a Fabulous Day. Enjoy beautiful day with family and your loved ones :)


***********************************TECH VISITT********************************************************************

1. CHARGES STATEMENT: No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.
* The issue with certain from Comcast end then there will be no charges else technician will be inform you about the charges.

2) I am sorry for the issue and I appreciate your efforts which you did so far throughout the chat and I have updated all the possible settings on your account and the best I can do for you is schedule the tech visit for you, so that he will come at your place, check all the cable connections or active wall outlet and will fix the internet issue for you. He also have a new modem with him if there is any issue with the modem he will replace it with new one.

3) Waitlist: I apolgize upon checking from the tech visit window there is no tech availability for today due to current situation the best I can do for you is put your name and address in waiting list of tech visit if there is any tech visit available before schedule day our technician will call you and visit at your service address.

4) Upon checking there is a signal leakage issue due to which modem is reflecting offline on account and is unable to receive the signals. We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue. Shall I go ahead and schedule a technician for you?

5) I would like to inform that first the technician will check your outside wiring/cable connections. If issue still persisi then our tech will take your permission to check your device and will do inside work.

6) Let me go ahead and get you the earliest available schedule we have. Before that, please help me with the preferred phone number for tech visit.

7) Thank you. I am checking the earliest available tech visit for you. Please stay connected.

8) Thank you so much for staying connected.Here are the earliest available date and time for the tech visit:

9) Perfect. Let me quickly schedule this tech visit slot for you.

10) Tech successfully scheduled for -------------- . This is your tech visit ticket number:

11) If you are not available for the 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 t the person to be there on your behalf

12) I also want to share a important information with you that you can easily manage technician appointments including rescheduling on the homepage of My account app through your tablet /mobile device.I recommend you to download the Xfinity My Account app from the google playstore/appstore .

13) Using the Xfinity My Account app, you can view the time or date of any upcoming appointments, as well as the Estimated Time of Arrival of your technician as the appointment draws. The app also offers additional information about your technician when available, including his first name and a photo.

14) If cx only conatact for the TECH VISIT: CUSTOMER, today you contacted regarding the tech visit to check the internet/cable/voice issue and I have scheduled the tech visit at your place. Can you confirm that this resolves your concerns today?

16) Cool. I really appreciate your efforts and Co-operation and as well as I would like to also appreciate for business relationship and loyalty from Comcast.

17) You have been very patient and amazing with me today, probably the best customer I had today. Will there be anything else I can help you today?

18) Alright. Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Good night, sweet dreams Have a fabulous night :)

19) Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Have a Fabulous Day. Enjoy beautiful day with family and your loved ones :)



****************************************Credit chats******************************************

1) I am here for you and will give my best to check the credit from account as per the interupption

2) As I have checked from account the maximum credit I can apply is $5.00 on account as per the interupption.

3) I wish I could provide you credit if it's in my hands however my system not allow me provide the credit more than $5.00



I would like to share with you that we have to change the modem after every 2-3 years for the best connectivity.

As you are using the old modem due to which you getting issue with internet services I will check the new modem for you after running few tests on current modem.

Yes xfinity launch the new xb6 and xb7 modem whose signals strength is strong with amazing advance security features.

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It's nice to meet you. I see that you've been with us for the last ____ years. 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 would like tell you about our Xfinity Rewards program which is specially for old customer.
Xfinity Rewards is a new program just for Xfinity customers – our way of saying thank you for being with us. Rewards members enjoy a special mix of special perks, unique experiences, product benefits and so much more. The longer you’re with Xfinity, the more rewards you get; and it’s free and easy to use.
Depending on how long you’ve been an Xfinity customer, you will be eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc., and they’ll be refreshed regularly. To join or view rewards, you can do so via the Xfinity app or by visiting Xfinity Rewards.

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In case of OPEN ticket:

I have tried all the ways on the chat and now system shows that it need to be escalated to the advanced team and they will check and fix it within 24 hours and reach back to you within 24-36 hours by call or by text. Help me with your preferred phone number for notification?

I have successfully escalate issue to the advanced team and they will check and fix it within 24-36 hours hours, and notify you by call or by text back once issue fixed.

I have done the best which I can do on the chat , at last we need to escalated for this, I hope you can understand on my behalf.


I
Appreciation scripts

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.

It's you who we need to thank. As you have provided me this opportunity to me assist you in a really great manner and I appreciate your time and patience.