Notes

INTERNET

Thank you for contacting Xfinity chat support my name is Azhar.

How may I assist you today?

Could you please help me with your name and billing address?

1. NO INTERNET

• I completely understand your situation as I am also a customer at some point, I am working from home and my daughters 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.

• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.

2. SLOW INTERNET

• I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work. I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.

• 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.

• 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.

3. Intermittent

• 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.

• 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.

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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.

Discover Needs:
Probing:
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?

I appreciate your efforts as you tried all the basic steps on your own. I apologize that your internet is not working after you have done the troubleshooting . Let me quickly review your account to fix this. Rest assured, I am going to do all I can to resolve this for you.
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.


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?
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.
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
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.
Customer 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 for 15 seconds and once you plug it back kindly confirm.
Sure take your time.

You are doing a fantastic job. 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 let me share a great feature of Xfinity with you.
You can use Xfinity hotspots while on the go.
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. You can save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Application is available on App Store and play store for iOS and android devices.

There's another great feature you must have heard about Xfinity app?
The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.


I'm sorry about the wait. I'm still working on this. please bear with me just a little bit longer and thanks again for your patience

We both have done it! I must say that you are the most understanding and polite customer I had today! Much appreciated!

Perfect! It's been my pleasure to help you. We appreciate you choosing Xfinity for your services. Thank you, have a great day and stay safe.
Yay! I'm so glad it is working! Is there anything else I may help you with this afternoon?
Have a great rest of your day too. It was amazing chatting with you. I really appreciate your time and assistance on this chat.
Wonderful! We have done it! You're welcome. You are amazing.

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















Flex Pitching(Internet customers Only): You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?



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 for 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’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.