Notes

Opening A wonderful day! Thank you for choosing Xfinity! This is Agent Name, 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 :)
Relate/Reflect/Assurance I know it can be inconvenient when you can't watch your favorite shows on the TV screen as your cable is not working. Let's take a look at it together.
In order to isolate the issue and troubleshoot successfully I would like to ask you some questions so that I can give you a faster resolution, Would that be fine with you?
Itab L1 and L2 Verification
Mandatory Probing Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
Serial Number I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
Health Check/Expectation Settings I am going to run a quick system health check for a minute or two.This is to check the status of your account and signal stability of your equipment.
After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.
Are you getting this error on particular channels or all channels?
Please check the DAMP rule in ACSR it should be in correct order .
Please change the channels and check if you are getting issue on all channels.
Input Check May I know the connection type between the box and TV(HDMI, coaxial cable or using component wires )?
Please check the input of the TV, it should be on ******* .
Please grab the TV remote push the input button or look for the source button . Please check it should be on ****
Please let me know if you see the picture on the TV after choosing the correct input .
Please unplug the wires between box and TV . Wait for 30 seconds then plug back in again .
Only applicable if customer using HDMI connection Please change the port on the back of the TV from HDMI 1 to HDMI 2
Do you have any extra HDMI cable or coaxial cable to connect between box and the TV
If you have any extra coaxial cable or HDMI wire with you . Please try swap with that .
Powercycle We need to ensure that these connections are fingure tight. So as we can proceed further with our trouble shooting steps.
We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.
Please let me know if you see any picture on the TV screen.
Reset signals I am know sending the reset signals to the cable box. Please let me know if you see any changes on the TV screen.
Please check if the cable box is on or off.
If the cable box is off please turn on the box and TV manually .
Please change the channel using the comcast remote and check if you are getting the picture or not .
VOD/Caller ID/Guide Loading Expectation for legacy box Please note that you will need to wait 30 minutes for complete access to the On-Screen Program Guide, XFINITY OnDemand, and up to 6 hours for Caller ID on TV.
Please change the channels and let me know if you get the picture on the TV or not .
Technician visit May I know this box installed by you or the technician had installed it for you .
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.
Shall we go ahead and set a technician appointment now?
We have available arrival time on the same date around , 02/23/2017, 10:00 AM-12:00 PM PST. Will this be fine with you?
I am so glad that we're able to address your cable service issue. We have make sure your account is in order. Also, performed basic trouble shooting procedures like checking connections, sending signal remotely and resetting your cable box.
Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-12:00 PM PST with ticket ID no. CR681526098.
"Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.
3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.
Closing part I hope we have resolved all of your concern to your satisfaction today?
Now you can also manage all your appointments online whether it is confirming or rescheduling. Learn more at: http://customer.XFINITY.com/help-and-support/account/confirming-or-rescheduling-appointment
Can you verify your email address for account and informational updates?
To recap we have scheduled a technician visit to fix no picture issue. Technician visit is scheduled for (Date) between (Time Slot). I have also shared the steps to track the technician status online by logging into your account. Also, I have updated the email ID on your account. The ticket number for this request is CR....
Do you have any other questions or concerns I can help you with today?
Thank you for contacting Comcast, we appreciate your business and value you as a customer.Please do not use the back button of the browser, if you will use this back button then it will start a new chat session