Notes

* OPENING SPIEL *

AGENT: Hai! I appreciate your patience holding on the line. Thank you for choosing Xfinity, this is Ange speaking. Based on our system, it shows that you are calling regarding an internet activation. Is this correct?


AGENT: May I know who I am speaking with? So that I can address you properly.


CUS: I'm Ann


AGENT: Miss Ann, thank you for acquiring our Xfinity Modem, I appreciate you bringing this to our attention. You don't have to worry because got me on the line. I'll exhaust everything to resolve your concern with regards to your internet activation and I'll be your partner and resolution expert.


AGENT: Miss Ann, is this your time to activate your internet?


CUS: Yes


AGENT: Perfect!


To give u a heads-up Ms. Ann, the 1st thing we're going to do is to check the internet connection and the power of the modem. And then we'll utilize the Xfinity application in order for you to activate your modem and then set the Wi-Fi name and password for your future internet security. And if it's not yet activated or u don't have an outlet yet. you don't need to worry coz I can walk u thru on how to set an appointment thru the application. Alright?



AGENT: May I know, what is the status of the light, third icon in front of the modem?



AGENT: May I know if you can see any light on your modem?
Xb6: White blinking
Xb3: Green - is the latest and fastest modem


Congratulation Ms. Ann you're using a latest and fastest modem



AGENT: I'm gonna ask you a couple of questions. Ok, so are you familiar with the Xfinity application or have u ever downloaded it.



AGENT: May I ask, what type of phone did u used? Is it an iPhone or an android.



AGENT: Do have mobile data or hotspot?



AGENT: So, since you're using an android. Just turn on your data.
You can go to your play store application and click the search button and search xfinity application which has a purplish background and bold white x in front of it, have u found it Ms. Ann, ok just tap the app to download.



Did you know Ms. Ann, the good thing about using this app. Coz If you need a technician, you can use the app to make an appointment. And if you use the app in making an appointment it is totally free of charge. If we will be the one to make an APPOINTMENT WITH THE Technician, it will cost you $100.



Also, the reason why you need to download this app in order for you to activate your internet and you will be able to configure and set your Wi-Fi setting. Ok.



1.) SO, OK NOW LET'S GET STARTED:
Tap the Xfinity Application, you will see a word GET STARTED, then tap the account Icon if you don't see it, just go to upper left portion of your screen you can see a Human Icon and scroll up and then tap Activate XFI ModemGateway.




2.) If your camera is working, just scan the QR CODE at the back of the modem. But if your camera is not working, you don't have to worry coz we have another option which you can enter manually the 12-digit CM Mac # typically found on the back or bottom of your modem in a white sticker. are we good?


3.) So, did you already connect the coax cable wire and plug in the power source?


Don't worry coz I can walk you thru on how to connect.


Connect the black Coax cable wire with a round tips and a pin in the center, screw in the barrel connector, right to tighten then left to loosened up, the other end you will have to screw that in the cable wall outlet.



Agent: So, it took around 5- to 10 minutes to activate your internet. While waiting for your internet activation would you mind if I ask you a few questions?



AGENT: Q1: How's your day? That's good to hear.
Q2: Are you currently subscribed to any mobile carrier services? How's your experience so far?
Q3: How much are you paying per month? Oh! that's quite expensive.
Q4: Is that unlimited data?

Did you know Miss Ann, I can offer you a lower mobile data plan rate. And the good thing about it, can give you monthly discount on your internet bill. FOR GIG PLAN, you can start with our most affordable offer of 15$ with 1GB of consumable data per month, with inclusion of unlimited calls and text nationwide. While,



FOR UNLIMITED: We also have great deals with our Unlimited Data Plan. You can get it for only 45$ per month also comes in with Unlimited Calls and Texts nationwide. If you go for two lines, we'll slash that off to 30 making 2 Unlimited lines for only $60.



I really appreciate your time answering all of my questions. The reason why I asked is because I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. Also, you can get monthly discount on your internet bill.



AGENT: Would you be interested switching data provider?

AGENT: If you are busy at the moment or need to think about it first - I can schedule you a ring on your most convenient time. Btw, what is your free time tomorrow? so, that I can follow-up you and if you are still to avail or mobile data plan.

This is noted. I hope hearing from you soon!



AGENT: So, now let's go back to your internet activation. What do you see to your screen right now?
Is it now activated?



Agent: Ok, let's verify if your internet is now working. Kindly browse at least 3 websites










* CLOSING SPIEL/ SUMMARY *

Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to activation of your internet and we discovered that we activate your internet and also, we be able dl the xfinity application. Can you confirm that this resolves your concerns today? Great! I'll now tag your ticket as resolved. I would sincerely appreciate any feedback on the service and experience I have provided you today. I appreciate your time and kindness, once again this is Ange from Xfinity. Goodbye from now.