Notes

OPENING
A Wonderful day! Thank you so much choosing Xfinity! This is Kajal, your Xfinity Ambassador for today. It will be great pleasure to assist you today😀. May I have your first and last name of awesome customer?

A Wonderful day! Thank you so much choosing Xfinity! This is Kajal, your Xfinity Ambassador for today. It will be great pleasure to assist you today😀. Kindly tell me more about your concern, and let's start working on it.

Hello Zach, hope you are doing well. How may I assist you today?

SURVEY
Are you pleased with my assistance and Xfinity services?

Can you please do one thing?

I would love to hear about your chat experience with me today. If you'd like to share your thoughts, you can click "end chat ". I would appreciate any thoughts on the service and experience I have provided.❤️

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

You were awesome to work with ! Thank you for choosing XFINITY !! We do appreciate your business and loyalty with us. Have a great and awesome day!

HELPLINE NUMBERS
18009346489
Collection team 1866-470-6654
gift card 1800-526-3268
SIK activation 1855-652-3446 (11am - 10 pm) // 18556523446
prepaid 1-855757-7372
Home security 18882235723
UPS store 18889364968
Xfinity mobile 18889364968
internet essentials 18558468376
Seasonal hold 18886334266
Activation 18556523446
retention 18664706654
Movers 18884853514
CSA 18885654329
CSA / data usage 18778076581
pods team 18555517534
Bulk 18003913000
Accessibility 8553089989

TOG
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption

CALL
I would love to call you but as I am from chat repair team I am not authorized to call anyone. Please give me a chance to help you over chat.


PASSWORD RESET
Own modem - 192.168.0.1

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

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 wifi (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 wifi (in home network).

NPS CLOSING STATEMENTS
Cheers to our team work.❤️It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner.

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.

You have been the most pleasant and cooperating customer, Thank you, for being so kind and polite customer.

I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.

I must say you are the best person I chatted today who really understand and willing to cooperate with us ..

ANYTHING ELSE
Apart from this issue is there anything else I can help you with? I want to make sure that you a wonderful customer service experience.

It has been great opportunity to assist you , Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?

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?

It's my pleasure, Glad that I was able to assist you today. Thank you so much for being so supporting and patient through out the chat. Is there anything else I can assist you with?

SELF HELP
As an internet subscriber, you get access to XFINITY WIFI hotspots that can be used on the go. Please refer to the link http://wifi.XFINITY.com/ to check available hotspots. All you need to do is use your XFINITY username and password to connect.

To find an Xfinity WiFi Hotspot, check the hotspot location map at wifi.xfinity.com or download the Xfinity WiFi Hotspots app from the App Store or Google Play.

Your services will include some of my favorite things about Xfinity service,Find millions of hotspots nationwide,including hotspots with enhanced Internet security. And automatically connect after signing in, to save data without a second thought. Everything is included at no additional cost, Download the APP for your mobile device from Play store or Itunes.

Your services will include some of my favorite things about Xfinity service, Watch all your channels on any device. Access thousands of On Demand movies and shows and stream or download your DVR recordings to watch even if you’re offline. Everything is included at no additional cost, Download the Xfinity Stream APP for your mobile device from Play store or Itunes

I would like to inform you that you can download Xfinity App using your smart phone. It is a fantastic app that let's you manage your bills, troubleshoot your services like sending a signal to the cable box, check if there is an outage, manage tech appointments and many more.

Your services will include some of my favorite things about Xfinity service, Turn your phone or tablet into a TV remote. Explore On Demand and your DVR recordings. And, if you have X1, use voice commands to control it all. Everything is included at no additional cost, Download the remote APP for your mobile device from Play store or Itunes.

TENURE AND BUSINESS APPRECIATION
I noticed 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. We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.❤️

We appreciate your business and loyalty with us and also value you as a customer. ❤️Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.

GSR PITCH
I would like to offer you xFi complete in which you will get
1) Whole Home Wi-Fi, which automatically evaluates your network performance to get the most WiFi coverage throughout your home + Boosted Signals
2) Unlimited Data so that you do not get overcharged when you exceed your data limit
3) Advanced Security on the go, which provides safe browsing and data protection to your mobile devices when you're not at home.

I see you do not have Unlimited data on your account, your data usage is really high. You may get charged $100 for overusage, would you like to add Unlimited data just for $10 ?

Meantime I have a great news for you, I can give you double Internet speed ( 800mbps) for only $10 more + new upgraded XB7 modem which will give you complete in home connection + advanced security + higher upload speeds as well

INTERNET ISSUE PROBING
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.

FOR SOFT DISCONNECTED CHATS
as I checked there is a due amount of $ which includes a past due balance of $ since days and it is minimum payment required to restore the services. You are not on installment plan as your account is not eligible for it. I hope you understand my limitation being an agent, all courtesy restorations have been already made and your account is not eligible for further restorations/extension/payment arrangement. In order to restore your services, a minimum payment of $ is required.

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.

The 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 know that you are in 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 wont hesitate to do so.

TECH VISIT
I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections. I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

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 .

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

The soonest slot available for tech visit is . Would that be fine with you ?

I have successfully scheduled the technician and for your reference ticket number is

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.

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

Normally it is free however if the issue is from your end then it would be chargeable however do not worry technician will let you know before starting the work and with your permission only if will proceed

If you are not available for the visit then anyone can be there who speaks English and is above 18 years. You will also get an email with all the details of appointment scheduled. If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page or from Xfinity app.

MODEM ACTIVATION

Not all the outlets are active in the house, you have to figure out which one is activated outlet. Once you connect the modem to active outlet the power light and online light on modem will be white. On inactive outlets it will be yellow/orange

Due to occasional latency, please be patient if there is a gap in response, Please do not close out the chat

SOAK TICKET
We’ve completed our troubleshooting and systems may take up to two hours to update. Can we send you a text message to verify your issue is fixed? If not resolved, you can reply to the text within 24 hours to schedule a technician visit. Otherwise, we will make an automated call to confirm we fixed it.

INTERNET CABLE ISSUE APOLOGY
I know how important it is to have Internet service working. Specially in times like these days when so many work from home or do schooling at home. That's not the experience we want you to have as a customer.

I know how important it is to have Cable service working. Specially in times like When we have to sit and relax and watch our favorite Program. That's not the experience we want you to have as a customer.


ONGOING ISSUE
I got your side completely. Just to set right expectations, I would like you to inform that it is an going issue which all the customers are facing and our team is working on it and it will resolved within 3-4 hours. However I can still go ahead and troubleshoot the Internet connection to see if it brings about any change

CUSTOMER ASKS FOR DEALS
I am from Internet troubleshooting team i have a limited access to deals and I am unable to get a deal at the previous price. Would it be okay with you if I share you direct helpline number of our retention team as they have more access to the plans and packages and I am sure they will get a great deal for you.

SPANISH
I apologize for inconvenience however the support is only available in English language and for assistance in Spanish please contact our Voice team at 1800-934-6489

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

I can see on your account that you are eligible for Xfinity Mobile -Samsung Galaxy A14 5g “On Us” equal to the full retail value of the device ($199.99). This amount will be credited on your monthly bills spread over 24 months. All you need to do is add a new line of service and port an existing phone number. I can help sign you up for Xfinity Mobile.

I can see on your account that you are eligible for Xfinity Mobile, if You Port an existing phone number and bring your own device you will get $100 VISA card, just bring your own device to avail the benefits of Xfinity Mobile. I can help sign you up for Xfinity Mobile

I can see on your account that you are eligible for Xfinity Mobile - You can get the New iPhone 12, 13, 14 and 15 series with $400 off. All you need to do is port an existing phone number. I can help sign you up for Xfinity Mobile.

MANDATORY SCRIPT AFTER FLEX
Mr. Customer, once you receive the Flex box you need to Plug the power adapter into an electrical outlet and connect the other end to the USB-C port on your Xfinity Flex 4K streaming TV Box. It is very easy to self-install. All you have to do is validate your device using the Xfinity app. As soon as you validate it, the device gets activated immediately. As stated earlier, this is absolutely free of cost. Enjoy the services!.

XM LINES
I have an amazing deal for you, that is 1000 MBPS + Rented Modem + Popular Tv with 125+ Channels + 1 line of Xfinity Mobile by the GIG data with unlimited calls and text + Samsung A03S 5G with new number ( so that there is no need to switch over your current carrier ) and your total bill for everything would be $183 Approx. with autopay through checking account and eco bill.

No need to worry about the mobile phone as it comes with the offer and make the package cheaper as you getting the discount per month for this. You can use it as per your choice after activating the mobile line and also use as emergency phone in your home or gift to any of your family member or kids.

Just to make you aware this is an one time chat exclusive deal for you will not be available again in future with such all benefits, and the best part is you will not no need to pay a single dollar right now while placing the order and it will take only 4-5 minutes to place the order and also your internet and cell service will be with the same company as well as on the same account.

You will get two separate bills. Your mobile bill would be around $25.55. Once you activate the mobile line, your Internet bill would be around $119 after discount of autopay and ecobill.

I am adding 1 line for $45 with Unlimited internet + Unlimited calls/unlimited texts . The device is Your own and your own number . You will get $100 prepaid visa card within 16-18 weeks of line activation ( please activate the line within 14 days to get the prepaid visa card) . There will be a one time charge of $10 as line activation .

I am adding 1 line for $15 with 1Gig internet + Unlimited calls/unlimited texts . The device is Motorola G play which has a device payment of $ for 24 months. You will get $100 prepaid visa card within 16-18 weeks of line activation ( please activate the line within 14 days to get the prepaid visa card) . There will be a one time charge of $10 as line activation

AFTER SALE MUST SCRIPTS
1) Thank you for placing an order with us, I will be sending you the steps to activate the mobile line/mobile phones/SIM. You will also receive the review email of your order within next few hours

2) Mr customer, If our Order Verification team contacts you by phone, you can complete over-the-phone verification. You will also receive an email shortly to verify the order where you will have to submit images of the front and back of your valid state-issued ID that would be either your Driver's License or Passport.

3) Please ensure, the name on the ID matches the account holder’s name only, not the name of a Manager, authorized user or someone else. The photos were taken in a well-lit area, making sure they are legible

4)If we don’t receive the documents within 72 hours of placing the order, your order will be canceled. You’ll receive an email that the order has been canceled.

HOW13794 - How To Verify Your Xfinity Mobile Order
HOW13358 - How do I activate my phone with Xfinity Mobile?
HOW13356 - Where can I find the account information from my previous carrier?