Notes

Hello, I appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is Maria. According to my system, its shows that you are calling regarding to your Internet Activation. Is this Correct?



Thank you for acquiring for our Xfinity Modem, I appreciate you bringing this to our attention. You don't have to worry, you got me on the line as an expert. I'll exhaust everything to resolve your concern about Activating your internet so sit back and keep yourself calm. I'll be your partner and resolution expert.



Can you tell me more about your concern.
may I take your first and last name? whom I am speaking with? so I can assist you properly.
Phone #? In order for me to pull out your account, may I have your phone #.



Is this your first time activating your internet? (PARAPHRASE/ DONT REPEAST ASKING) DOCUMENTS



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



May I know if you can see any light on your modem?
Xb6 Whte blinking
Xb3 Green



Oh! Thank you for that information and by the way congratulation by acquiring our new modem.



So were going now to check the connection and the power of your modem, then we'll utilized the Xfinity Application to activate your modem. Then were going to set the WIFI name and your password if it is necessary. If it is not yet activated or you don't have any outlets yet, don't you worry, I can walk you through this on how to set an appointment through the app. Okay?



make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols



We need you to change your wifi name and password for your own security



For now, Im gonna ask you a series of question.

Are you familiar with the Xfinity Application ma'am?
May I ask if you are done downloading it?
What kind of phone you are using? Is it an Iphone or an Android Phone?



The good thing about using this app is 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 free of charge...
because if we will be the one to make aN APPOINTMENT WITH THE TECHnician it will cost you $100




Oh I see, So you are using an Android Phone, let's go to your phone application maam, go through the app Playstore and Download the app Xfinity Application, it shows with a purple background with Bold X and white Infront of it. Have you seen it? Then it's time to download the app. Are you done downloading it maam?



Why we need Downloading the App?
The reason we need to download the app is because its for us to activte your internet and also you can use it to configure and set in your wifi settings.





Okay! now let get started
First, Tap the Xfinity Application, you will see a word GET STARTED, tap the account Icon if you don't see it, go upper left portion of your screen you can see a Human Icon and scroll up and then tap Activate XFI ModemGateway. Are we good? Then use your camera to scan the Cmac Code at the back or in lower part of the modem,





If your camera is not working, don't you worry, we have another option, you can enter the code manually just find the CM mac CODE at the back or the lower part of the modem, in a white sticker





cm mac code with 12 characters containing letters and numbers



Its okay, did you already connect the Coax Cable and plug in the power source?



Then, connect the black Coax cable wire with a round tip 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.



so while waiting for your internet connection it took a couple of a minutes to activate your internet, so let me give you some heads up about Xfinity, I will ask a few question regarding to our Xfinity Modem





How are you feeling today?
okay that's good to hear from you





Are you currently subscribed to any mobile carrier services?
How's your experience so far?
Is that unlimited data?
If I could give you a lower mobile data plan rates, and give you monthly discount on you internet bill - would you be interested switching data provider?





accept:
I really appreciate your time answering all of my question. 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. Up to ____ (CSG) monthly discount on your internet bill.




Customer Not Interested/In a Hurry
"I really appreciate your time answering all of my questions. I see big savings that we can take advantage right now if we integrate Xfinity Mobile to your current services. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account. Which phone are you interested getting soon if I may ask? Thank you so much for answering my questions - I hope to hear from you again soon."




So, lets go back to your internet Activation, what are your status now? Are you now activated your internet?
Just to make sure, let's try your internet connection by browsing 3 apps, What apps you mostly used? Try it on your Google Chrome, Facebook, or on your Youtube Apps. To see if you are successfully activated.




Oh! That's Great, So lucky to hear that..
Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to Internet Activation and we discovered that you are not activated so we Downloaded the app, we run through the step, so you confirm that this resolved your concerns today.? {pause for response} Great! I'll now tag your ticket as resolved. I would very sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, again this is Maria from Xfinity. Keep Smile and leave your day with a Happy thoughts. Goodbye.




make sure it has a minimum 4 characters it maybe with symbol or numbers while the password the minimum should be 8 characters with # and symbols




We need you to change your wifi name and password for your own security




type of modem




we need to schedule a technician to an appoinment at will cause $100 dollars
Ip adress
Cmac Adress
Router
educate the customer about the product




Einstien 360
how to fix it?
IDG article



it depends on how many people wants to connect
in terms of 5 -10 people wants to connect or more than 5. I can offer you the $120 per month you will only add 5 per month and by the gb we have here a 10 gb it cost only $60



that you have just activated your data