Notes

No topic identified
11:32:09 AM
skill.core.xa.preload
11:32:10 AM
skill.billing.bill
XA11:32:10 AMWeb Chat
I can help with your bill once you sign in.

VGViolet Guest
11:32:36 AMWeb Chat
Can I talk to a customer service
XA11:32:36 AMWeb Chat
To connect you with an agent, I need you to sign in with your Xfinity ID.

11:32:46 AM
I need help signing in
XA11:32:46 AMWeb Chat
No problem. Do you need help recovering your Xfinity ID or resetting your Xfinity ID password?

11:34:46 AM
What's an Xfinity ID?
XA11:34:46 AMWeb Chat
Your Xfinity ID is usually the email or mobile phone number connected to your account. I can help you look up your Xfinity ID or create an ID if you don't have one yet.

11:35:46 AM
That did not work
11:36:00 AM
skill.cxao.agent.chat
XA11:36:00 AMWeb Chat
OK. I'll put you in touch with a live agent now.
NEW CONVERSATION
Contact Reason: I see you may need help with your Xfinity login.
VGViolet Guest
11:36:03 AMWeb Chat
Connecting from Xfinity Assistant. I have a question about my credentials.
11:36:03 AM
OSMac iOS iPhone
11:36:03 AM
BrowserSafari 15.6.6
11:36:04 AM
Page Markerunmarked page
11:36:04 AM
Page Markersunmarked page, XFN-O-Homepage
11:36:04 AM
UserAgentMozilla/5.0 (iPhone; CPU iPhone OS 15_7_8 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/15.6.6 Mobile/15E148 Safari/604.1
11:36:04 AM
https://www.xfinity.com/xfinityassistant/?intent=skill.billing.bill&referrer=IVR&trackingId=6861f22d-bf19-4a67-91a0-3d1cbd79e05a
11:36:04 AM
Page Markerunmarked page
11:36:04 AM
partnerIdresi
11:36:04 AM
sessionIdW-75eb98c7-a0e7-47c3-99bf-8f926f7afdb1
11:36:04 AM
SAML.DatapassAutomatonId:18000799;uui:2,,,N,10315,,8D14F64F2F1D7F,B100,60409,,CH,,;channel:XA-Web;guid:;alternateChannelData:AIQSDK;language:en-US;
You11:36:05 AMWeb Chat
Hello, thank you for contacting Xfinity. My name is Cheena. I see you may need help with your Xfinity login. Is that correct?
11:36:05 AM
ChatExperience
New Chat Experience Presented
11:36:05 AM
ID_AuthN
11:36:05 AM
Initial_UtteranceConnecting from Xfinity Assistant. I have a question about my credentials.
VGViolet Guest
11:36:16 AMWeb Chat
Yes
You11:36:34 AMWeb Chat
Please elaborate on your concern so I can better assist you.
VGViolet Guest
11:37:04 AMWeb Chat
my internet not working I been trying to contact a agent for billing
You11:37:53 AMWeb Chat
Sorry for the inconvenience.
VGViolet Guest
11:38:32 AMWeb Chat
I can’t get through to a customer service
You11:38:37 AMWeb Chat
May I know your first and last name with complete address as per your account.
VGViolet Guest
11:38:58 AMWeb Chat
Keith Smith
11:39
247 157th st Calumet city IL 60409 apt 4
You11:40:07 AMWeb Chat
Thank you for sharing.
11:40
Please allow me a few moments to review the account.
VGViolet Guest
11:40:34 AMWeb Chat
ok
You11:41:22 AMWeb Chat
Thank you!!
11:42
Please confirm the last 4 digits of the SSN for the authentication.
VGViolet Guest
11:42:23 AMWeb Chat
6643
You11:42:50 AMWeb Chat
Thank you Keith :)
VGViolet Guest
11:43:38 AMWeb Chat
is you still there?
You11:43:47 AMWeb Chat
Yes, I am here.
11:44
Please allow me 2-3 minutes to review your account.
VGViolet Guest
11:45:23 AMWeb Chat
Ok just need this problem resolved
You11:45:51 AMWeb Chat
Sure Keith :)
You11:47:11 AMWeb Chat
As we have checked on your account past due amount is pending that is $64.55 and your due date is Oct 3rd.
You11:48:53 AMWeb Chat
If you want to pay your bill you can login on our Xfinity App and you can also login on our website.
VGViolet Guest
11:50:23 AMWeb Chat
I will very much appreciate if you can help me get my Xfinity ID
You11:50:58 AMWeb Chat
Sure Keith :)
VGViolet Guest
11:51:30 AMWeb Chat
I have a new number n don’t got access to the old number on account
You11:51:30 AMWeb Chat
Please wait I will share with you your Xfinity ID.
11:52
Keith you can share your new number with me I will update your new number on your account.
VGViolet Guest
11:52:36 AMWeb Chat
I will also like to update phone number
11:53
I will send it if it’s possible for you to update it
You11:53:44 AMWeb Chat
Yes Keith you can share your new number I will update your new number on your account.
VGViolet Guest
11:54:00 AMWeb Chat
7089016292
You11:54:37 AMWeb Chat
Perfect!
11:54
Thank you Keith :)
VGViolet Guest
11:54:56 AMWeb Chat
[email protected]
You11:55:47 AMWeb Chat
Thank you. Please allow me 2-3 minutes to share the Xfinity ID and to update your new number.
11:56
You can also want to update the this [email protected] email id.
You11:58:10 AMWeb Chat
Keith your Xfinity ID is [email protected].
VGViolet Guest
11:59:28 AMWeb Chat
This will help me be able to pay my bill
11:59
yes update Gmail and phone number if possible
You12:00:45 PMWeb Chat
Yes Xfinity Id will help you to pay your bill.
VGViolet Guest
12:01:36 PMWeb Chat
I do not have access to old Gmail or phone number I like everything updated thanks
You12:03:28 PMWeb Chat
I got your concern and I surely can update new one to your account however you need to be connected with home wifi network to update that
12:03
And that is temporary disconnected
12:03
So, let me provide you alternative by which your issue coul be reoslved
You12:05:30 PMWeb Chat
Either you can call our billing team to get help to pay your bill without login on 1800-934-6489 or can call our CSA team to reset your Xfinity ID password or update you another phone number on 18885654329

Mercury12:05:49 PMWeb Chat
I haven't heard from you for a bit. I'm happy to continue assisting you.
You12:06:07 PMWeb Chat
Please ignore the above

***************************************

ying to sign in make payment
You12:31:13 PMWeb Chat
Sure, I'm happy to help you.
12:31
May I know the first and last name with complete address as per your account.
12:32
To avoid disconnection, please do not minimize or close the browser.
PGPink Guest
12:33:23 PMWeb Chat
Chris Cox 6425 Oakley Rd Apt 1403 Union City ga 30291
You12:33:47 PMWeb Chat
Thank you for sharing.
12:34
Please allow me a few moments to review the account.
You12:38:32 PMWeb Chat
As we have checked on your account past due amount is pending that is $648.40 and due date is Oct 5th.
12:39
If you want to pay your bill you can login on our Xfinity App and you can also login on our website.
PGPink Guest
12:39:44 PMWeb Chat
How do I log in
You12:40:07 PMWeb Chat
I will help you with that
PGPink Guest
12:40:40 PMWeb Chat
Okay I would like that
You12:41:17 PMWeb Chat
Please confirm the last 4 digits of the primary account holder's SSN for the authentication.
PGPink Guest
12:41:43 PMWeb Chat
4162
You12:42:10 PMWeb Chat
Thank you for verifying.
12:43
Please allow me a moment to review your account and assist you better.
You12:45:51 PMWeb Chat
Please provide me a third party email or mobile number which I will need to update on the account.
12:46
In order to get it registered on the account, you will have to be connected to your In home WIFI
PGPink Guest
12:47:27 PMWeb Chat
4043571337
You12:47:37 PMWeb Chat
Thank you, please allow me two minutes.
You12:48:49 PMWeb Chat
Now I will share you a verification link on the number [please open and verify it , make sure that device is connected with the WIFI
12:49
I just shared , please check and verify
12:49
I will be right here.,
PGPink Guest
12:52:27 PMWeb Chat
I don't know my password anymore
You12:53:09 PMWeb Chat
Alright! No problem.
PGPink Guest
12:53:55 PMWeb Chat
Okay what do I do
You12:55:12 PMWeb Chat
The link which I have shared with you please click on that link and verify it then we will proceed further.
PGPink Guest
12:57:42 PMWeb Chat
It's asking for a password
You12:58:20 PMWeb Chat
Are you connected with your home WiFi?
PGPink Guest
12:58:36 PMWeb Chat
Yes
You12:58:56 PMWeb Chat
Thank you for confirming.
12:59
Make sure mobile data is off and you are only connected with home Wifi.
PGPink Guest
01:00:45 PMWeb Chat
Yes mobile data is off only wifi on
You01:01:07 PMWeb Chat
Alright
01:01
Please allow me a moment.

Mercury01:03:25 PMWeb Chat
I haven't heard from you for a bit. I'm happy to continue assisting you.
You01:03:44 PMWeb Chat
Please ignore the above message.
You01:07:50 PMWeb Chat
Now again I will share you a verification link on the preferred number please open and verify it , make sure that device is connected with the WIFI.
Pin this message

***************************


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Oct 5, 2023 1:17 PM EDT
No topic identified
12:04:44 PM EDT
skill.xa4m.genesis.amponly.intro
XA12:04:44 PM EDTWeb Chat
Hi, it's Xfinity Assistant.
We'll be working to enhance the network in your area starting tomorrow, 10/03. Work could begin as early as 6AM. You'll experience service outages at 2189 E 14 MILE RD APT 107. We anticipate completing our work within the day.​

Learn more at https://xfinity.com/network

Txt help or stop​
Msg&DataRatesMayApply

08:06:27 AM EDT
skill.xa4m.genesis.amponly.workstart.overnight
XA08:06:27 AM EDTWeb Chat
We're resuming work in your neighborhood to enhance the Xfinity network. You'll experience temporary and intermittent service interruptions while this work is being done. We'll notify you when work is complete.

Learn more at xfinity.com/network

Txt help or stop
Msg&DataRatesMayApply

05:31:54 PM EDT
skill.xa4m.genesis.amponly.suspend
XA05:31:54 PM EDTWeb Chat
Unfortunately, we weren’t able to complete work to enhance the Xfinity network in your area today. We’ll let you know when we’ve confirmed a date for our return. Your service at 2189 E 14 MILE RD APT 107 should be back up and running now. ​
Learn more at xfinity.com/network​

Are you still experiencing a service issue?​
1 – I’m still having an issue​
2 – Everything is working​

Txt help or stop

06:18:59 PM EDT
skill.xa4m.genesis.amponly.intro
XA06:18:59 PM EDTWeb Chat
Hi, it's Xfinity Assistant.
We'll be working to enhance the network in your area starting tomorrow, 10/04. Work could begin as early as 6AM. You'll experience service outages at 2189 E 14 MILE RD APT 107. We anticipate completing our work within the day.​

Learn more at https://xfinity.com/network

Txt help or stop​
Msg&DataRatesMayApply

08:13:04 AM EDT
skill.xa4m.genesis.amponly.workstart.overnight
XA08:13:04 AM EDTWeb Chat
We're resuming work in your neighborhood to enhance the Xfinity network. You'll experience temporary and intermittent service interruptions while this work is being done. We'll notify you when work is complete.

Learn more at xfinity.com/network

Txt help or stop
Msg&DataRatesMayApply

04:10:09 PM EDT
skill.xa4m.genesis.amponly.resolved
XA04:10:09 PM EDTWeb Chat
We’ve completed work in your area to enhance the Xfinity network. Your service at 2189 E 14 MILE RD APT 107 should be up and running now. Thank you for your patience and for being an Xfinity customer.

Are you still experiencing a service issue?​
1 – I’m still having an issue​
2 – Everything is working​

Txt help or stop

09:49:26 AM EDT
skill.core.xa.preload
09:49:27 AM EDT
skill.billing.p2p
XA09:49:27 AM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
09:49
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

XA11:55:54 AM EDTWeb Chat
The Xfinity Assistant can help you resolve many issues - simply ask your question below or visit xfinity.com.

12:15:49 PM EDT
skill.core.xa.preload
12:15:50 PM EDT
skill.billing.p2p
XA12:15:50 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:15
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

12:16:10 PM EDT
skill.core.xa.preload
12:16:13 PM EDT
skill.billing.p2p
XA12:16:13 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:16
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

12:16:14 PM EDT
skill.core.xa.preload
12:16:17 PM EDT
skill.billing.p2p
XA12:16:17 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:16
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

JJEFF ST LOUIS
12:16:22 PM EDTWeb Chat
representative
XA12:16:22 PM EDTWeb Chat
Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

12:16:30 PM EDT
Billing
XA12:16:30 PM EDTWeb Chat
How can I help you with your bill?

12:16:38 PM EDT
Chat with an agent
XA12:16:38 PM EDTWeb Chat
No problem. I'll put you in touch with a live agent now.
XA12:20:55 PM EDTWeb Chat
Hi Jeff, thank you for contacting Xfinity. My name is Jack. How may I help you today?
XA12:22:55 PM EDTWeb Chat
I haven't heard from you for a bit. I'm happy to continue assisting you.
12:23
To better assist you, please elaborate on your concern.
12:23
Are you still with me? I'll be here for another minute if you still need my help.
12:24
It looks like you've possibly walked away or have left our session. You can contact us anytime at https://support.xfinity.com/chat or by using self-service options via xfinity.com/myaccount. Thank you for contacting XFINITY Support.
12:25
Thank you for contacting us.
12:36:39 PM EDT
skill.core.xa.preload
12:36:42 PM EDT
skill.billing.p2p
XA12:36:42 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:36
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

12:37:41 PM EDT
skill.core.xa.preload
12:37:44 PM EDT
skill.billing.p2p
XA12:37:44 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:37
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

JJEFF ST LOUIS
12:37:45 PM EDTWeb Chat
agent
XA12:37:45 PM EDTWeb Chat
Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

12:37:52 PM EDT
Billing
XA12:37:52 PM EDTWeb Chat
How can I help you with your bill?

12:37:58 PM EDT
Chat with an agent
XA12:37:58 PM EDTWeb Chat
No problem. I'll put you in touch with a live agent now.
JJEFF ST LOUIS
12:38:00 PM EDTWeb Chat
Connecting from Xfinity Assistant. I have a question about billing.
12:38:00 PM EDT
Page Markerunmarked page
12:38:00 PM EDT
Page Markerunmarked page, unmarked page, unmarked page, unmarked page, unmarked page, unmarked page, CBC-O-Account-Dashboard, CBC-O-Account-Dashboard, CBC-O-Support-Home, CBC-O-Account-Dashboard
12:38:00 PM EDT
OSWindows 10
12:38:00 PM EDT
BrowserChrome 117.0.0.0
12:38:00 PM EDT
UserAgentMozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/117.0.0.0 Safari/537.36
12:43:53 PM EDT
ID_AuthF
12:43:53 PM EDT
firstNameJeff
12:43:53 PM EDT
partnerIdresi
12:43:53 PM EDT
Account8529100831314318
12:43:53 PM EDT
sessionIdE-d2868b2f-9ef7-42ff-ba41-6575d2246ac9
12:43:53 PM EDT
Initial_UtteranceConnecting from Xfinity Assistant. I have a question about billing.
12:43:53 PM EDT
SAML.DatapassAutomatonId:18000799;uui:2,8529100831314318,2488809193,F,10201,,8CED182EF942EC,3C00,,,CH,,V;channel:XA-Web;guid:3306565330240362008112019.cust;alternateChannelData:AIQSDK;language:en-US;
12:43:53 PM EDT
ChatExperience
New Chat Experience Presented
12:43:53 PM EDT
Page Markerunmarked page
12:43:53 PM EDT
https://www.xfinity.com/xfinityassistant/?intent=skill.billing.p2p
Anup12:43:55 PM EDTWeb Chat
Hi Jeff, thank you for contacting Xfinity. My name is Anup. How may I help you today?
XA12:43:56 PM EDTWeb Chat
Hi Jeff, thank you for contacting Xfinity. My name is Anup. How may I help you today?
JJEFF ST LOUIS
12:44:38 PM EDTWeb Chat
Hi Anup. I am trying to make a payment on my account but your payment gateway is not working. It's now even showing when I click "make a payment"
12:44
Hi Anup. I am trying to make a payment on my account but your payment gateway is not working. It's now even showing when I click "make a payment"
JJEFF ST LOUIS
12:45:46 PM EDTWeb Chat
I've also tried different browsers nd different comupters
12:45
I've also tried different browsers nd different comupters
XA12:46:03 PM EDTWeb Chat
Alright , be rest Jeff since you are connected to me I will surely check the account and help you from my end and see how I can help you .
Anup12:46:03 PM EDTWeb Chat
Alright , be rest Jeff since you are connected to me I will surely check the account and help you from my end and see how I can help you .
JJEFF ST LOUIS
12:46:11 PM EDTWeb Chat
ok
12:46
ok
Anup12:46:38 PM EDTWeb Chat
Thank you. Please allow me 2-4 minutes to pull up the account details on my end .
XA12:46:39 PM EDTWeb Chat
Thank you. Please allow me 2-4 minutes to pull up the account details on my end .
JJEFF ST LOUIS
12:46:44 PM EDTWeb Chat
ok
12:46
ok
Anup12:46:58 PM EDTWeb Chat
thank you
XA12:46:59 PM EDTWeb Chat
thank you
XA12:50:22 PM EDTWeb Chat
In meantime, I would request you to please do not close or minimize the chat window, so that we will not lose each other. As I do not want you to repeat same thing to other representative it will consume your time and I respect your valuable time.
Anup12:50:22 PM EDTWeb Chat
In meantime, I would request you to please do not close or minimize the chat window, so that we will not lose each other. As I do not want you to repeat same thing to other representative it will consume your time and I respect your valuable time.
12:50
Meanwhile how is your day going so far ?
XA12:50:37 PM EDTWeb Chat
Meanwhile how is your day going so far ?
JJEFF ST LOUIS
12:51:08 PM EDTWeb Chat
ok
12:51
ok
12:51:48 PM EDT
Page Markerunmarked page
12:51:48 PM EDT
https://www.xfinity.com/xfinityassistant/?intent=skill.billing.p2p
12:51:49 PM EDT
skill.core.xa.preload
XA12:51:55 PM EDTWeb Chat
Alright .
Anup12:51:55 PM EDTWeb Chat
Alright .
12:51:56 PM EDT
skill.billing.p2p
XA12:51:56 PM EDTWeb Chat
Total balance due: $120.00
Past due balance: $75.00
12:51
Thanks for being an Xfinity customer, Jeff. I see that your account is past due and understand that these are challenging times.



I'd like to walk you through some payment options to prevent service suspension.



The first is making a payment to your past due balance of $75.00 today.



If that's not possible and you need some flexibility, I can tell you about setting up a payment arrangement or a temporary service plan.



If you can't make a payment by October 06, 2023, your services will be suspended and you may be subject to reactivation fees.



What would you like to do?

Anup12:52:14 PM EDTWeb Chat
Just to be sure you are referring the account on address " 2189 E 14 MILE RD APT 107, STERLING HEIGHTS, MI 48310-5950" right ?
XA12:52:15 PM EDTWeb Chat
Just to be sure you are referring the account on address " 2189 E 14 MILE RD APT 107, STERLING HEIGHTS, MI 48310-5950" right ?
12:54:09 PM EDT
skill.core.xa.preload
12:54:10 PM EDT
Page Markerunmarked page
12:54:10 PM EDT
https://www.xfinity.com/xfinityassistant/?intent=skill.billing.bill
12:54:12 PM EDT
skill.billing.bill
XA12:54:12 PM EDTWeb Chat
Total balance due: $120
Overdue balance: $75
12:54
Your bill is past due. Please pay your overdue balance of $75 today to avoid a service interruption.Do you want to make a payment now?

JJEFF ST LOUIS
12:55:09 PM EDTWeb Chat
agent
XA12:55:09 PM EDTWeb Chat
Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

12:55:15 PM EDT
Billing
XA12:55:15 PM EDTWeb Chat
How can I help you with your bill?

12:55:19 PM EDT
Payments
XA12:55:19 PM EDTWeb Chat
Past-due amount: $75.00
Due date: October 16
12:55
You have a past-due balance of $75.00. To avoid a service interruption, please pay your past-due balance.

12:55:22 PM EDT
Chat with an agent
XA12:55:22 PM EDTWeb Chat
No problem. I'll put you in touch with a live agent now.
12:55
Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

12:55:43 PM EDT
skill.cxao.livechat.failure.trylater
XA12:55:43 PM EDTWeb Chat
Got it, I'll be here to help.

JJEFF ST LOUIS
12:56:04 PM EDTWeb Chat
chat with agent
XA12:56:04 PM EDTWeb Chat
Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?

12:56:11 PM EDT
Billing
XA12:56:11 PM EDTWeb Chat
How can I help you with your bill?

12:56:16 PM EDT
Chat with an agent
XA12:56:16 PM EDTWeb Chat
OK. I'll put you in touch with a live agent now.
12:56
Sorry, something went wrong and I can't connect you with an agent right now. Do you want to schedule a callback?

JJEFF ST LOUIS
12:57:46 PM EDTWeb Chat
No
12:57
No
12:57
sorry. Yes, that is the right address
12:57
sorry. Yes, that is the right address
Anup12:58:42 PM EDTWeb Chat
Great !
XA12:58:43 PM EDTWeb Chat
Great !
12:59
Let me share the payment link with you nd let's see if you can make the payment through the link .
Anup12:59:09 PM EDTWeb Chat
Let me share the payment link with you nd let's see if you can make the payment through the link .
12:59
Shall I ?
XA12:59:14 PM EDTWeb Chat
Shall I ?
JJEFF ST LOUIS
12:59:22 PM EDTWeb Chat
sur
12:59
sur
Anup12:59:43 PM EDTWeb Chat
Great ! I have shared the link on [email protected]
XA12:59:44 PM EDTWeb Chat
Great ! I have shared the link on [email protected]
Anup12:59:55 PM EDTWeb Chat
Please try to make the payment .
XA12:59:56 PM EDTWeb Chat
Please try to make the payment .
JJEFF ST LOUIS
01:00:10 PM EDTWeb Chat
one second
01:00
one second
Anup01:00:48 PM EDTWeb Chat
Sure, Please take your time .
XA01:00:49 PM EDTWeb Chat
Sure, Please take your time .
JJEFF ST LOUIS
01:02:04 PM EDTWeb Chat
i ddn't get a payment link
01:02
i ddn't get a payment link
01:02
just a link to my account which I can log into but once I go to pay it doesn't show up
01:02
just a link to my account which I can log into but once I go to pay it doesn't show up
Anup01:02:34 PM EDTWeb Chat
I have shared it via email address , however let me share it on the number as well .
XA01:02:35 PM EDTWeb Chat
I have shared it via email address , however let me share it on the number as well .
Anup01:03:02 PM EDTWeb Chat
I have shared the link via text as well .
XA01:03:03 PM EDTWeb Chat
I have shared the link via text as well .
JJEFF ST LOUIS
01:03:28 PM EDTWeb Chat
did not receive text
01:03
did not receive text
Anup01:04:02 PM EDTWeb Chat
Sure, let me check that from my end .
XA01:04:03 PM EDTWeb Chat
Sure, let me check that from my end .
JJEFF ST LOUIS
01:04:26 PM EDTWeb Chat
I've tried to open on Chrome, Safari, Explorer, on Windows and Mac. None of these will open your payment gateway
01:04
I've tried to open on Chrome, Safari, Explorer, on Windows and Mac. None of these will open your payment gateway
Anup01:04:54 PM EDTWeb Chat
Alright , just to confirm you want to make the payment with the Visa ending in 8365 ?
XA01:04:55 PM EDTWeb Chat
Alright , just to confirm you want to make the payment with the Visa ending in 8365 ?
JJEFF ST LOUIS
01:06:31 PM EDTWeb Chat
no
01:06
no
Anup01:06:45 PM EDTWeb Chat
Alright .
XA01:06:46 PM EDTWeb Chat
Alright .
Anup01:07:01 PM EDTWeb Chat
Please stay connected let me check this with my team .
XA01:07:11 PM EDTWeb Chat
Please stay connected let me check this with my team .
JJEFF ST LOUIS
01:07:24 PM EDTWeb Chat
ok
01:07
ok
Anup01:08:28 PM EDTWeb Chat
In this case you can store the payment method in the account so that we can take he payment from our end .
XA01:08:30 PM EDTWeb Chat
In this case you can store the payment method in the account so that we can take he payment from our end .
Anup01:08:36 PM EDTWeb Chat
Will that work for you ?
XA01:08:37 PM EDTWeb Chat
Will that work for you ?
JJEFF ST LOUIS
01:08:43 PM EDTWeb Chat
yes
01:08
yes
Anup01:09:10 PM EDTWeb Chat
Sure, please stay connected .
XA01:09:11 PM EDTWeb Chat
Sure, please stay connected .
JJEFF ST LOUIS
01:09:46 PM EDTWeb Chat
ok, but if I put the store the card, won't I be disconnected?
01:09
ok, but if I put the store the card, won't I be disconnected?
JJEFF ST LOUIS
01:12:46 PM EDTWeb Chat
there is something wrong with the Xfinity website. none of the links work. I am trying to add the credit card and that link won't work either!!
01:12
there is something wrong with the Xfinity website. none of the links work. I am trying to add the credit card and that link won't work either!!
XA01:13:53 PM EDTWeb Chat
Sure I'm checking the detail .
Anup01:13:53 PM EDTWeb Chat
Sure I'm checking the detail .
JJEFF ST LOUIS
01:14:07 PM EDTWeb Chat
I don't have much more time
01:14
I don't have much more time
Anup01:15:16 PM EDTWeb Chat
I will hare the steps with you to save the card details in the account and once you save the details then we can take out the payment from our end .
XA01:15:21 PM EDTWeb Chat
I will hare the steps with you to save the card details in the account and once you save the details then we can take out the payment from our end .
JJEFF ST LOUIS
01:15:58 PM EDTWeb Chat
I know how to save the card. The link to saving the card is not working. None of the links are working !!
01:15
I know how to save the card. The link to saving the card is not working. None of the links are working !!
Anup01:16:31 PM EDTWeb Chat
Sure, let me involve my dedicated team on the same chat and get this resolved so that you can make the payment . May I ?
XA01:16:32 PM EDTWeb Chat
Sure, let me involve my dedicated team on the same chat and get this resolved so that you can make the payment . May I ?
JJEFF ST LOUIS
01:16:45 PM EDTWeb Chat
sure
01:16
sure
Anup01:16:52 PM EDTWeb Chat
Thank you, please stay connected.
XA01:16:53 PM EDTWeb Chat
Thank you, please stay connected.
NEW CONVERSATION
Contact Reason: I see you may have a concern about your service.
TRANSFER DETAILS
From: Anup
Topic: CEN Internet Repair
Note: The customer is trying to make a payment on his Xfinity account but the payment gateway is not working. The agent is helping the customer by sharing the payment link and providing instructions on how to save the card details in the account. The customer then asks the agent to involve his dedicated team to get the payment resolved.
01:17:07 PM EDT
https://www.xfinity.com/xfinityassistant/?intent=skill.billing.p2p
01:17:07 PM EDT
Page Markerunmarked page
01:17:07 PM EDT
ChatExperience
New Chat Experience Presented
You01:17:48 PM EDTWeb Chat
Hi, my name is Cheena. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
You01:17:49 PM EDTWeb Chat
Hi, my name is Cheena. I see you have been chatting with another team member. Let me review that information so I can pick up right where you left off.
JJEFF ST LOUIS
01:18:01 PM EDTWeb Chat
ok
You01:18:15 PM EDTWeb Chat
Thank you!!
You01:21:44 PM EDTWeb Chat
As we have read above chat you have issue with your login credentials and want to pay bill.
01:21
Am I correct?
You01:23:17 PM EDTWeb Chat
To avoid disconnection, please do not minimize or close the browser.
JJEFF ST LOUIS
01:23:21 PM EDTWeb Chat
Yes, none of the links are working on your site. I've tried Windows, Safari & Explorer both on a Windows & Mac system. Your payment site did not work on any of these sites. When I tried to store my credit card, that link didn't work on any of the systems either
You01:24:00 PM EDTWeb Chat
I apologize for the inconvenience. I'm also a consumer, so I'm happy to help you.
JJEFF ST LOUIS
01:24:18 PM EDTWeb Chat
ok
You01:24:43 PM EDTWeb Chat
Please allow me 2-3 minutes to check your account.
JJEFF ST LOUIS
01:25:31 PM EDTWeb Chat
I don't think it's my account that's the issue, it's on your end. The payment sites arent' working
You01:27:43 PM EDTWeb Chat
You can also pay your bill on our Xfinity App.
JJEFF ST LOUIS
01:28:43 PM EDTWeb Chat
ok..ill try one second
You01:29:20 PM EDTWeb Chat
Sure Jeff take your time I am here.
JJEFF ST LOUIS
01:30:26 PM EDTWeb Chat
nope.. It does the same thing. I click on "make a payment" and it just gives me a blank page. So now I know its' on your end
You01:30:52 PM EDTWeb Chat
Alright!
You01:32:04 PM EDTWeb Chat
Please give me a moment to check it and to give you best resolution from our end.
JJEFF ST LOUIS
01:32:15 PM EDTWeb Chat
ok
You01:32:28 PM EDTWeb Chat
Thank you!!
01:33
Can I send a payment link on [email protected]?
JJEFF ST LOUIS
01:34:01 PM EDTWeb Chat
yes
You01:34:07 PM EDTWeb Chat
Great !
01:34
Please allow me a moment.
01:35
I have shared a link on [email protected] please check your email.
JJEFF ST LOUIS
01:36:00 PM EDTWeb Chat
nope.. didn't work. same issue
You01:36:53 PM EDTWeb Chat
Oh! :(
01:37
Please allow me a moment to check best alternate for you.
JJEFF ST LOUIS
01:38:06 PM EDTWeb Chat
please hurry, as I've got to get back to work and I have been on way to long already
You01:39:28 PM EDTWeb Chat
So, let me provide you alternative by which your issue could be resolved.
JJEFF ST LOUIS
01:39:38 PM EDTWeb Chat
ok
You01:40:28 PM EDTWeb Chat
Jeff, either you can call our billing team to get help to pay your bill without login on 1800-934-6489.
JJEFF ST LOUIS
01:41:14 PM EDTWeb Chat
I won't have time today, I've been on here long enough. maybe tomorrow
You01:42:35 PM EDTWeb Chat
Okay Jeff
You01:43:35 PM EDTWeb Chat
Can I transfer your chat to our billing team to help you for your bill payment.
JJEFF ST LOUIS
01:43:48 PM EDTWeb Chat
sure
You01:44:04 PM EDTWeb Chat
Tha