Notes

OPENING:-
A wonderful day! Thank you for choosing Xfinity! This is Prachi, your Xfinity Ambassador for today. It will be a great pleasure to assist you today.
May I have your first and last name of awesome customer :)

TOG:-
I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while
troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself
and we will try to provide you wonderful experience.

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

EMPATHY:-
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 the internet speed you are paying for. Please be rest assured.

I regret to know that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection
as it is important for tasks and assignments completion.

May I have your complete service address along with zip code so that I can pull up your account records.

AUTHENTICATION:-
Further to ensure the security of your account please help me with your 16 digit comcast account number
or
For the security of your account please help me with your last 4 digits of social security number (ssn)
or
For the security of your account please help me with your last 4 digits of stored payment method.

APPRECIATION:-
I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done.
Cheers to our team work

I appreciate you being so enthusiastic about following the troubleshooting steps.

In meanwhile, I was going through your account and can see that you have been using our services since 2017. I appreciate your loyalty and
business with Xfinity.

Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for
rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc.
{Access it on Xfinity app or Xfinity.com/Rewards}

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.

Autopay self help :
Please note that you can setup up Automatic Payments by visiting https://customer.XFINITY.com/#/settings/bill/autopay

For bill payment:- You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record.


BAXA Wifi-
While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link
http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

QUESTION REGARDING MODEM:-
Could you please confirm your modem CMAC address, which you can find on back or bottom of your modem on white sticker.

Have you checked all the connections from back of your modem. All should be tight and secure.

Could you please confirm your modem light status? Is it On Off or Blinking?

Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem

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

DEPENDING UPON RESULT:-
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.

Fantastic! I'm glad that we were able to fix internet issue.

ENDING:-
I hope you are happy with the support I have provided you on chat.

I hope I have cleared all your concerns for today?

CLOSING:-
Thank you so much for contacting Xfinity chat support. Have a wonderful rest of your day. Take care and stay safe.