Notes

Acknowledgement
Let's troubleshoot together to make it work for you
Let me assist you to log in to your Xfinity account.
Glad to see that you are observing your bill. Let me help you.
Let me trouble shoot the box to make the missing channels available for you.

Authenticati0n
Can you provide me with the Modem Serial Number? It is written on the back panel of modem above the bar code.
Please confirm serial number of the affected box that will be available at the back panel of the cable box.
All this verification is just to keep your account safe from any fraudulent activity.
Your online account has important information like emails, address book contacts, call logs etc. and that is why we have all these security checks in place.
I am sorry the information you have given is not matching with the account.
We are available to answer your questions at your convenience, 24 hours a day, 7 days a week.

Bulk/Business Customer

Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.

Equipment issue

If returning old equipment: You will continue to be charged for equipment that is not returned 60 days after your new equipment arrives.

Billing issue/ equipment issue
The services are interrupted due to past delinquent balance on account. Once the pending balance payment is made then we can reactivate the services.

Hold
Please allow me 1-2 minutes to check the account information for you.
I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.
Please stay connected while I am still working on it.
I am now reviewing your account information.

Outage
I am checking the outage details in your area.
There is an outage and our team is working to resolve it. We expect it to end by ….


Please let me know on chat once you approved so I will complete it.

Please provide the username you are trying to access and reason for login so that I can assist with that as well?
Would you please confirm the error message which is coming on the TV screen?
Thank you, I see that you have multiple boxes on your account. Are you receiving the error code on all boxes, or just one?


Sales pitch
Would you like to get the best value from our services, I might have an awesome offer for you, which I would like to discuss once I resolve your concern.
Let me have a look at your account and find something that fits your needs.


Self help
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

Comcast also provides information to do troubleshooting on your own for all the intermittent Connection issues/slow/ no connection , refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/

You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to change your Xfinity Account password/ Wi-Fi Network name or password through your tablet /mobile device”