Notes

:::::::::OPEANING :::::::::
A wonderful day! Thank you for choosing Xfinity! I am Tushar, 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 :) Kindly tell me more about your concern and lets start working on it.

Can I share a friendly reminder with you

As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being a Xfinity customer.
Just visit the Xfinity app or Customer.Xfinity.com/Rewards and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts. Thank you for being the best part of Comcast

:::::::::::::::::::: sELF HELP ::::::::::::::::::

Please download Xfinity App to easily troubleshoot and manage your account anywhere, Get outage updates, and experience 24/7 real time support you can count on, anytime you need it.

While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.


:::::::::::::::::::::::: XFINITY HELPLINE NUMBER ::::::::::::::::::::

Xfinity help line number 1800-934-6489 Sik activation : 1-855-652-3446
Internet essential number : 1-855-846-8376 Gift and cards : 1800 526 3286
Xfinity Mobile support at 1-888-936-4968 Movers : 1877 685 6683

Outage status : https://customer.xfinity.com/help-and-support/cable-tv/outages-in-your-area
Call back link : https://callbacks.b3.app.cloud.comcast.net/api/ScheduleAgentInitiatedCallback

I understand that you're more comfortable taking this over the phone however as i am from chat repair team we do not have access to call anyone, Be assured I will do my best from my end to resolve your issue.

This time I will personally take care of this and will do my best so that you dont have to contact again for the same issue.

I use my internet for everything, so I understand how important it is to get and keep you connected. I' m glad you chatted!

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. i will try my best to resolve this and leve a smile on your face by the end of this chat.

:::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::: INTERNET NOTEPAD :::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::::

Meanwhile I am sending signals to your device, May I know how's your day going so far?

Before I send the signals to your device, I need your help to restart your modem from the wall outlet for 3-5 minutes and then plug it back.

When modem is offline :while following the ITG.
An automated checked identified that your modem is offline. Please confirm the status of power light on the account.

Please perform the below steps :

1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem
3. Wait for 50seconds.
4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.

You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our


:::::::::::::::::::::::::::::::::::::::::::::::::: SLOW INTERNET :::::::::::::::::::::::::::::::

How long you are getting this issue and were any troubleshooting steps performed earlier?

Please confirm if you are using wired and wireless connection?

Are you using any additional router with modem?

If cx has additional router :

I would request you please remove the additional router and connect your device directly with the modem and check the Internet connection, router is 3rd party device and I don't have access to it and I want to make sure if your modem is working fine.
Once you will remove the router, we will disconnect from the chat, however you need to establish the direct connection with modem to reconnect again on the chat.

If Cx not using addition router but wireless, ask to have wired connection and explain the reason for wired connection which can be explain as "the speed of wireless connection is depends upon distance and number of device connected and it varies distance to distance and wired connection shows the actual speed you are getting?

If cx ready to have wired connection, when connected wired, ask for speed and if still not getting perfect speed as per plan, reset the modem, after reset if issue stil exist, ask for tech visit.

If cx unable to have wired connection then probing should be :



::::::::::::::::::::::::::::::::::::::::::::::::::::: CABLE NOTEPAD :::::::::::::::::::::::::::::::::::::::::::::

For Any TV error code or error message :

How long you are getting this issue and were any troubleshooting steps performed earlier?

Confirm the error code or message?.

confirm the cable box if using more than 1 device ?

confirm if using any additional splitter or amplifier? If using ask remove splitter or amplifier and connect cable box or modem directly with wall outlet

Power cycle For HD cable box : I would request please remove the power cable and HDMI cable for both TV and the cable box, wait for 30 seconds and plug it back.

Power cycle for small and non hd cable boxes : I would request please remove the power cable from power supply for both TV and the cable box, wait for 30 seconds and plug it back.

Reset signals if cx still gets same issue after power cycle.

If cx still facing same issue after reset then schedule the tech.

If there is no charges for cable box on account and box showing disable:

Cx name, I have checked the cable box you are using showing disabled on your account, I need to add the charges on the account to activate it. Shall I go ahead and activate it?


::::::::::::::::::::::::::::::::::::::::::: Good Scrips ::::::::::::::::::::::::::::

Hi nice to have you on the chat, I hoe you are doing great.

Let me go ahead and pull up your account

I appreciate you providing me that information

It is my pleasure to be of assistance. Thank you for choosing Xfinity! We appreciate your business with us. Have a wonderful day ahead.

You have been very patient and amazing with me today, certainly the best customer I had today. Will there be anything else I can help you today?
Thank you so much for your patience and cooperation all throughout our chat session.
I really appreciate your efforts in trying to resolve this before coming on chat with us.
You are a valued customer. It is my pleasure to help.
I appreciate you bringing this concern to our attention.
I am glad to have you on the chat. I hope you are doing great.
I hope you are happy with the support I have provided you on chat.
Great. I appreciate any feedback on my assistance and experience I have provided Today. Thank you for being a Xfinity loyal customer. I hope you have great rest of your day.
You may now click on the End Chat to properly close this chat session.

Multiple Outage
I understand how it feels to be in situation like this. I know how important a working internet connection is. If it is in my scope I would be more than happy to get this fixed for you but the issue is from server end due to outage so it cannot be fixed remotely. Please be assured dedicated team is already working on this and services will be restored by :
I understand it was supposed to end by but due to technical issue outage got extended. Please be assured services will restore by .

::::::::::::::::::::::::::::::::: Business appreciation :::::::::::::::::::::::::::::

I want to take this opportunity to thank you for staying with comcast family for so many years. Its awesome and we appreciate your business and loyality.

Thank you for being a part of our Xfinity family, we value your business and appreciate for choosing us as your services provider.

::::::::::::::::::::: CLOSE CHAT --------- PROMOTER SCRIPTS ::::::::::::::::::::::::::

I hope you are happy with the support I have provided you on this chat today

My goal is to provide you an excellent customer experienced. I hope with my little ways, I was able to make you smile with my service.

You have been very kind and cooperative on the chat. Customer like you makes us strong.

It was my pleasure chatting with you. You have been very kind and patient on the chat. I truly appreciate that.

Thank you for being a wonderful part of Xfinity. Have a Great Day and Take Care. Hope you have an amazing week ahead.

My goal is to provide you an excellent customer experienced. I hope with my little ways, I was able to satisfy you with my service.

It's been an honor assisting a kind-hearted customer like you. Thank you for being the best part Xfinity and have a great day! Don't forget to smile.

It's been an honor assisting a kind-hearted customer like you. Thank you for being the best part Xfinity and have a great day! Don't forget to smile. Thank you for understanding the process, customers like you makes us strong.

May I know your overall experience with Xfinity ?

I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the “end chat” option. I would appreciate any feedback on the service and experience I have provided.