Notes

PROBING
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Please tell me what problem are you experiencing exactly ? Is it No connectivity, Slow speed internet, Intermittent (fluctuating) internet.
Thank you so much for confirming.

Please tell me since how long you are experiencing this issue and is this issue on all devices or any one particular device?

Please tell me have you performed any troubleshooting steps or reset on your modem before coming on chat?

Please provide the C-MAC address of modem it is written at the back/bottom of the modem, I want to make sure I'm working on the right device.

Please tell me are you using any additional router/modem apart from the main modem?

Thank you so much for providing this information this is really helpful.


INTERNET TROUBLESHOOTING}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}}
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Right now I'm running checks and troubleshooting on your device, I'll keep sharing the updates to you about the process to make it easier for you.
Please tell me the power light status on your modem. Is it on/off/flashing ? Thank you so much for confirming.

Now I am sending refresh signals to the modem. But before that we need to manually restart the modem.
Please unplug the power cord of modem from outlet, wait for 30 seconds and then plug it back in. Just do this simple reset, Confirm once done.

-------------------{unresolved no internet /intermittent}----------------------------

I have done troubleshooting on your modem to my best. However the modem has failed to reestablish it's connectivity with Xfinity end within the allotted time even after sending the refresh signals.

There is a requirement to physically examine the modem health, coaxial connections and wall outlet as a extra measure I will suggest you a technician visit at your premise.

Shall I send someone to check it out for you ?

-----------------------{ slow speed}-----------------

I have successfully finished sending refresh signals to your modem and found that the strength of signals being transmitted from Xfinity end is perfectly healthy.

You are receiving 100% speed from our end. However there seems to be a signal leakage at the other end that is causing speed loss. Seems like it is a connectivity issue.

Shall I send someone to check it out for you ?
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{ resolved intermittent}{ WHEN INTERNET START WORKING AFTER TROUBLESHOOT SAY THIS}

We have performed troubleshooting and done some fixes on the modem to ensure that issue doesn't repeat again in future. However still as a extra measure I will suggest you a technician visit at your premise. The technician will physically examine the modem health, coaxial connections and wall outlet.
Shall I schedule the technician visit at your place?
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TECHNICIAN VISIT
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As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any charges applicable.
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Please help me with your best contact number to schedule the technician. Thank you so much for the number.
Thank you so much for confirming, We do care about our customers safety and consider you as a family. :)
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We have a technician available on this is the earlier slot for tech. Is this fine with you?
I'll also add you to priority waiting and put request to provide you tech as quickly as possible to resolve your issue within shortest possible time.
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There is a good news I have successfully scheduled the technician visit at your place for and this is the ticket number for your reference: #

Let me also share other details for technician to you.

There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
If you are not available for the technician visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you authorizing the person to be there on behalf of you.
You will also get an email/SMS with all the details of appointment scheduled.
You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling it through your mobile device.
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UID PASSWORD RESET
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Just to ensure that we are on same page, please confirm do you want to reset your Xfinity account password or Wi-Fi password?

As I have checked, on your account there is no mobile number or any non comcast email address registered for password reset as a recovery option.

To reset the password, first we need to register either mobile number or non comcast email on your account and only then we will be able to reset the Xfinity account password.

Please provide your mobile number/non comcast email that you want to add to the account.

I have updated the mobile number/email, before we reset the account password you will need to verify the phone number/email And to do this you have received one SMS/email with the verification link mentioned in it.
You should be connected to the in-home Wi-Fi while verifying the email/number otherwise the network will not recognize your address.

So please confirm are you connected to your own Xfinity Wi-Fi right now?

Please click on that link that you have received on your number/email and verify it. Confirm when done.
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Now I'm sharing a password reset link on your number/email, You just need to open the link put your username and you will get password rest option.
When done please let me know so that I can complete the process.
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Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following simple steps:
1) Enter your username: and you you'll get password recovery option.

When done please let me know so that I can complete the process.



Since you are not connected to in-home Wi-Fi we will not be able to register the password recovery options on your non comcast email/mobile number on account.
Hence we will not be able to reset the password in this way.

However I have 2 alternative ways for you

1) As per first option I will add the details now on account and once you reach home and get connected to home network you need to open verification email/SMS. Using that you will need to verify the email/mobile number and upon successful verification the details will get registered on account.
After the verification of email/phone number you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.

2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password. It is very easy process, You just need to call our CSA team and tell then you need to reset your Xfintiy account password and they will help you reset password of the Xfinity Account. Call our dedicated CSA team on: 1888-565-4329

Please let me know how you would like to proceed ?
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OUTAGE AND OUTAGE CREDIT
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I sincerely apologize for the inconvenience, It appears that the issue you experienced were a result of outages.

I would like to inform you that there is an outage in your area due to some electrical work that is why your services has been impacted. The estimated time of outage resolution is 3 hours.

Our Engineers are working to fix it as soon as possible the minimum time taken to restore the services is 2-3 hours but I am sure services will start working before that time.
Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.

In order to keep you updated on outage completion time, I will update your contact number. You will get an text messages soon as outage get's resolved.

May I please have your preferred mobile number that you want me to update on the account for outage notification.

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs. and on your next bill.
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(IF CUSTOMER IS NEW)
Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast as your service provider. We are so grateful to have you and we value your business and consider you as our Family. :)
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SOFT DISCONNECT
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Before we proceed further let me share few details of your account with you so that it is easy for us to work on it.
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As I can see on your account there is $ outstanding balance and the last payment made on account on
I know that you are in a situation right now and believe me I completely understand you, I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.

I am doing my best to help you.
While trying to extend the date and help you I am getting this error from the system.
However let me retry again and help you with it. Again after retrying I am still getting the same error system won't let me to do it.
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As a customer myself I would love to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.
The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment.
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While I can't help you out with specific payment extend, I'd be happy to recommend a suitable alternative. I'm highly convinced that your issue can be easily fixed if you try some of these options instead.

There are few ways:
Option 1 is clearing your past due balance today, If you clear our outstanding balance today your services is restored today after the payment.

Option 2 is by enrolling in installment plan by which your bill is divided into little small monthly installments so that you can easily pay the amount, for this you need to pay $50 minimum payment today to enroll in installment plan and restore your services.


Option 3 is we have dedicated Retention team if you enroll in installment plan/ or want to enroll in they can help you with it and activate your services today.
I will go ahead and create a recommendation on your account with regard to you wanting to keep enroll in Installment plan. And I will provide you the direct number of the team so that team can set it up for you.
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Please provide your email/mobile number so that I can share the details of installment plan with you.

Please try doing it, If you think there is an issue please let me know because we also have a dedicated Retention team I will go ahead and create a recommendation on your account with regard to you wanting to keep enroll in Installment plan. And I will provide you the direct number of the team so that team can set it up for you.
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Agent Rajit Chatted with
Customer has scheduled a tech visit
Customer contact number is:

Agent Rajit Chatted with
Customer has a concern about

Agent: Rajit
Chatter:
Verification done by: SSO
Issue:
Resolution: