Notes

Bacsha



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


Robert, How may I help you?




Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.

Robert, May I have your account number?


That's fine, May I have your complete service address along with zip code so that I can pull up your account records.



I do value your time. However it will take few more minutes of yours. Please stay connected with me



Further to ensure the security of your account please help me with your last 4 digit of stored payment method.



That's fine, Do you have access of any one of them? ***-***-5836, R*****[email protected]



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.


As I checked your system, Let's work together to solve it.
Could you please confirm your modem light status? Is it On Off or Blinking?


Can you please tell me the type of issue you're experiencing with your connection? (slow, intermittent, no connection, etc.)?


I'd like to run a check to look at the various wireless devices currently and recently connected to your Wireless Gateway. This will allow me to see the type of device, brand, model, and device MAC. Is that okay? Do I have your permission to view your connected devices?



Sure, Are you using a standalone/personal router?



Great, What type of device are you using that's experiencing the connection issue with your Xfinity service (laptop, smart phone, smart TV, etc.)?


How you are connecting the selected device? like by wirelessly, Hardwired to router or hardwired to device



When you experience this problem, are you noticing it more with apps, gaming, or websites?



Are you using an Ethernet Switch?



Are you connecting through a VPN?



Please launch your browser and try to access multiple websites. Is this problem just occurring with one website, multiple, or all websites?


Which operating system you are using?


Great, and which web browser are you using?



Are you able to release and renew the IP address successfully?



Which IP address are you receiving? like 10.x.x.x, 192.169.x.x, 0.0.0.0, 169.254.x.x, Valid IP


Does you now have a valid IP address?



You can attempt to load www.xfinity.com or other websites. Can you now surf?



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



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?



DDP - INSTALLMENTS

BYOD - BRING YOUR OWN DEVICE

UNLOCK DEVICE FROM SOME OTHER COMPANY = XFI SIM

1CTI TOOL


1gb


I totally understand the value of your hard earned money.


1 line - Discount


Contract - 24 months + Discount, 12 months


Non-Contract -


If break contract - Per month fine on the left money


Price vary on the basis of Zip Code (Location)

GSR


Xfi Complete - $25 = $11 (rental modem) + $14 (Unlimited Data) (xFI POTCH), Free REPAIR, advance security(TYPE OF VPN), ELIGIBLE FOR ?, Free technician


Own modem = Unlimited data ($30) PER MONTH, 1229GB

When 1229GB LEFT OUT THEN $10 per 50GB
Y Wifi N cable - Cable + sales


Cabel box is optional but if the customer has Xfi wifi then he/she can stream on app and watch live


Cable alternative flex


TSR (Sales) = Cable + Home security or any other line of business, mobile


Wifi = Internet


Internet - Connect (50)

100

300

600

900

1200


GSR Speed upgrade 300 more (GSR) no matter modem is own or rental

50, 100, 300(No GSR) - 600, 900, 1200 (GSR)


DAMP - Digital cable box, analog box, modem, placeholder


Outlet = A - Cable

B - Modem

C -


X1- CABLE SERVICE


Xi6 - Flex


XB7 -


Live channels = FLEX CONVERTS TO CABLE BOX


IO1 - 600 MPBS TO 900 MBPS


nO TRUCK

TRUCK

TECHNICIAN

visit


ORDER DETAILS


Requested date -


Two modem = No (Error)

IOJ - Shipment


PRO INSTALL


PICK


Wifi change = let customer know that there is a app to change the password (Self help) or ask to someone who know

No name as per customer recommended


I will try my level best to get things back on the track.


business account, bb(bulk tenet) account, xfinity policy, transfer of service, drop berry, cat, own modem change


Install = Repair, Install technician($100) wall outlet Installation

Outages

Einstein - Devices & Diagnostics - Own modem, Rental modem (Xfi modem) =Add device

ACSR - (Change in Service) Own Modem Activate (Equipment(Data)), Install (I01 (last Truck)

Xfi Complete (Data, Voice), Xfi


ITGs - Wireless Gateway Settings (Wi-fi name, Wi-fi password, Wi-fi Name + Password, Port Forwarding)


Docsis (Data Over Cable Service Interface Specification) 3.0 (upto900mbps), 3.1 (1200mbps = Giga)


Own Device Purchase

https://www.xfinity.com/support/devices/ (Xfinity Modems)
or Near Store


Wi-fi hotspots


https://mysource.comcast.com/

https://xfinity.com/mobile/learn/savings-calculator


No net


Since, when you are getting this issue.


Power light of the modem


have you performed any troubleshooting step before coming to the chat?


Slow net


Since, when you are getting this issue.


Power light of the modem


Have you performed any troubleshooting step before coming to the chat?


Are you getting slow speed on

How many devices are connected?

50 Mbps - 1-2

100 Mbps - 2-3

300 Mbps - 4-5

600 Mbps - 6-7

900 Mbps - 8-9

1200 Mbps - 20 -21


Is there any device on which you are streaming?

No links, No call number


KPI - Key performance indicator

AICR - Assisting initial resolution

3P = 3 PRODUCT - TV, INTERNET,

TNPS - NET PROMOTER SCROCE = % OF PROMOTER - % OF DETECTER

CPR - CUSTOMER PERSEVE RESOLUTION (WAS THE ISSUE RESOLVED?) 10 CUSTOMER CHAT = 8 CUSTOMER CHAT SOLVED

GSR - GROSS SALE = 100 CHATS = 8 CHATS SOLVED

100 CHATS = 2 CHATS

CWB - chatting while busy (Other then available everything includes)

UL - UNPLANNED LEAVE (PLAN LEAVE = 1 WEEK AGO)

NCNS -

CIP - CUSTOMER POLICY

Working days should be more than 17 days (otherwise no P.APPRAS)

Login hours (PER DAY) - More than 7.5 hours (Available)

Notes in bottom left side of Einstein

LOG OUT FROM MERCURY

Mix and match - Multi line discount
E.g. 1 line - $45 unlimited data, Multi line - $30 (Discount), Unlimited calling and text

By the gig (Shareable data, can't share with unlimited data, Unlimited calling and text)
1gb - $15
3gb - $30
10gb - $60 (Can Shareable with 5 line)

Unlimited data

2 line Unlimited data - $60

XM - BILL (TRANSFER)

$10 Line set up fee (One time Payment)

Gobal travle, After Shipment cable = Self Help Activation Link,

Two Condition= Eligible



General Security Issues = No open




Self-Installation Charges

Type of Installation Rate
Welcome Kit shipping $0
Remote control shipping $5.95
Standard shipping
(single and/or multiproduct) $15
Return Merchandise Authorization (RMA) Kit swap, upgrades or downgrades shipping
$15
$0 in select Greater Chicago Region areas
Priority shipping
(single and/or multiproduct) $29.95
Technician Recovery
$100



Back to Top
Professional Installation Charges
Type of Installation Rate Includes
New installation
Reconnect
Restart
Transfer of service
Truck roll change of service
$100
Installation of Xfinity TV, Internet and Voice
Excludes Gigabit Pro/Gigabit x3 and Xfinity Home installation
Certification of existing outlets
Our Comcast technicians don't install new outlets. You should refer your customer to HelloTech.
Non-pay restart

Note: Review the disconnect call handling article.
$100
Certification of existing outlets

Our Comcast technicians don't install new outlets. You should refer your customer to HelloTech.

Xfinity Home installation $100 Xfinity Home and any additional lines of business being installed

Service Old Price New Price
Connect $56 $59
Connect More $76 $79
Fast $86 $89
Superfast $96 $99
Ultrafast $106 $109
Gigabit Extra $116 $119


Service Old Price New Price
Performance Starter $55.95 $58.95
Performance $75.95 $78.95
Blast! $85.95 $88.95
Extreme $95.95 $98.95
Extreme Pro $105.95 $108.95
Xfinity TV
Simple & Easy

Service Old Price What's Changing New Price
Entertainment $15 Increasing by $2 $17
Black and Sexy $6.99 Decreasing by $2 $4.99
Choice TV Select (Xfinity Flex)
$30 without a TV Box
$37.50 with a TV Box
Increasing by $2.50
$32.50 without a TV Box
$41 with a TV Box