Notes

Harjot Singh06 15:12:
Wonderful Evening! Thank you contacting Xfinity Chat Support. Feel free to call me Harjot. May I know the first and last name of the awesome customer I am assisting and your concern please?
Saravjeet Singh 15:22:
Hi I am Rebecca Phillips
Harjot Singh06 15:23:
Hello Rebecca welcome to chat, how may I assist you today.
Saravjeet Singh 15:23:
My internet is not steady
Harjot Singh06 15:26:
Okay, I can understand as a customer at some point internet is the basic necessity for daily life, please share your full address with zip code so that I can pull your account.
Saravjeet Singh 15:26:
119 Cherryfield Ln, Savannah, GA 31419
Harjot Singh06 15:27:
Great, thanks for putting effort on chat.
Please allow me 1-2 min while I am pulling your account.
Saravjeet Singh 15:28:
okay sure
Harjot Singh06 15:29:
As I check I need to authenticate you so, could you please confirm the last 4 digits of the stored payment method
Saravjeet Singh 15:30:
why is it required
I shared the address already
Harjot Singh06 15:31:
So I as I checked you come to chat as unverified so for verification I want your last 4 digits of the stored payment method.
Saravjeet Singh 15:32:
okay
4054
Harjot Singh06 15:33:
Thank you for authenticating yourself.
Saravjeet Singh 15:36:
welcome
Harjot Singh06 15:37:
May I know since how long you are facing this issue.
Saravjeet Singh 15:37:
4 days
Harjot Singh06 15:38:
Okay, please confirm that you are facing issue from this address 119 Cherryfield Ln, Savannah, GA 31419.
Saravjeet Singh 15:39:
yes
Harjot Singh06 15:39:
Okay
May I place this chat on hold while I look for the required information.
In the mean time you can tell how's the weather?
Saravjeet Singh 15:39:
okay ,yes its sunny here
Harjot Singh06 15:41:
Here also the weather is sunny.
So, are you enjoying it.
Saravjeet Singh 15:41:
isnt it night there in india ?
Harjot Singh06 15:41:
No I am not from Indaia
India
Saravjeet Singh 15:41:
Okay
Harjot Singh06 15:42:
Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.
Saravjeet Singh 15:42:
Okay sure
Harjot Singh06 15:43:
As you are facing this issue I would like to suggest you can use Xfinity hotspot app it will allow you to use internet while your gateway is not working you can download this app from app/play store and sign-in using your xfinity id. It will help you to use internet while connectivity issue.
Saravjeet Singh 15:44:
Okay sure
will use it from next time
Harjot Singh06 15:45:
Fantastic
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?
Saravjeet Singh 15:45:
Okay you can
Harjot Singh06 15:46:
Thank you for confirming that.
Will you please check your modem is it on or is it off or its flashing.
Saravjeet Singh 15:50:
its off
Harjot Singh06 15:52:
Okay, Thank you for putting yours efforts, I truly appreciate it.
Could you please confirm the power cord is plugged in between the device and the wall and please confirm device is not plugged into a switched outlet or power strip?
Saravjeet Singh 15:54:
Okay yes it is directly to the outlet , no strips
Harjot Singh06 15:54:
Okay thank you for confirming that.
Okay now I am trying to communicate with your system it may take couple of minutes while this your gateway may restart multiple time so please be patient.
Saravjeet Singh 15:56:
Okay
Harjot Singh06 15:58:
Could you please confirm that your network is steady now as I complicated the troubleshooting and now could you please check that your internet speed from speedtest.xfinity .com.
Saravjeet Singh 16:01:
The speed shows just 50 mbps
Harjot Singh06 16:03:
Okay thank you for confirming that I really appreciate your efforts in the chat.
As I done with all the required remote troubleshooting but the issue isn't resolved, so I want to assign you a technician for restoration of your internet service for this.
For this could you please share your mobile number on which technician can contact you?
Saravjeet Singh 16:05:
9876543212
Harjot Singh06 16:05:
Thank you for sharing that.
Please be on hold will I am appointing a technician for you.
Thank you for being on hold I truly appreciate your time and effor.
effort
As I check the best available technician for you is on Wednesday 9/28 on 12-2 pm is it comfortable for you.
Saravjeet Singh 16:08:
yes that will be good
Harjot Singh06 16:08:
Thank you for confirming that and putting effort in the chat.
So I have appointed the technician to restoration of your internet service technician is appointed on wed 9/28 at 12-2 pm, and your tech id is CR100421655.
During tech visit there must be anyone who is above 18 must present at home and you will receive updates about the appointment via text to the mobile phone number.
In addition, the you can subscribe to alerts via MyAccount online, the MyAccount Mobile App, and also on the X1 TV Box should they need to make any changes to their scheduled trouble call.
Saravjeet Singh 16:12:
okay thats awesome
Harjot Singh06 16:12:
Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?
Saravjeet Singh 16:14:
That will be all
Harjot Singh06 16:14:
Thank you for connecting the Xfinity chat may have great day ahead.
Saravjeet Singh 16:15:
Bye
Harjot Singh06 16:15:
Welcome.
Thanku