Notes

***Toggle scripts***

***While I am assisting you , please do not switch to any other window or application , as it will interrupt our conversation and you will need to start again with
Also please ensure your mobile screen do not turn off.
*** Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
*** Requesting you to please stay on this window , moving to any other window might interrupt our conversation

*opening *
Welcome to Xfinity . This is Gudi, your Xfinity Ambassador.
It will be a great pleasure to assist you.
Kindly tell me more about your concern and let's start working on it

******************appreciate customer *******
please do not be thankful to me I can say, I am lucky enough that this chat came to me and I got a kind customer like you.
You are really one of the most understanding, patience and supportive customer I had chatted today.
I can say, I am lucky enough that this chat came to me and I got a kind customer like you.
You have been very patient with me today, probably the best customer I had today, please let me know if there is anything else I can do for you?
Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.
I really appreciate your kindness and understanding and I'm glad I had the opportunity to be of service. Take care and have a great day ahead of you!
I must say It was a delightful experience for me to have a customer like you. Have a wonderful day ahead !
You are really one of most understanding and supportive customer with whom I am chatted today.
You are really one of patient and supportive customer with whom I have chatted today , I really appreciate your buisness and loyalty with Comcast.
If there is anything else I can do to make our current interaction better, please let me know. I would be happy to do it.
Pleasure to assist a valued customer like you, Stay Safe ,Thank you for choosing Xfinity and have a great day!
Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

*******C-mac**************** serial number
*Could you please provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.
***Please confirm serial number of the affected box that will be available at the back panel of the cable box.

****phone services *********
Phone service is a part of the package with unlimited calling. We will not cost you anything for the installation of Phone service. You already have an upgraded wireless gateway at your place. You just need to plug in the phone into gateway to enjoy unlimited calling. Will assign you the phone number as per your choice. You can also use the phone service for fax line.
You can simply hook up any ordinary phone anytime at the back side of your internet modem in TEL 1 or TEL 2 port . The phone service will work

*** technicain notes ***
*There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

*If you are not available for the 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 your behalf.

* if the issue is from the comcast or xfinity end there will be no charge

**We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing. They will work to resolve the issue outside of your home first. If the issue persists, they will ask permission to enter your home. If the technician enters your home, they will wear a mask or face covering and will have washed their hands before and after every customer visit. The technician will practice social distancing by staying a minimum of ten feet away when possible from all individuals at the time of the appointment. We request that you and anyone in your home wear a facial covering and require that you maintain ten feet of social distancing while our techs work. Please be aware that in some states, masks are required to be worn by customers according to state mandates. If you are not comfortable wearing a mask, the technician may ask that the appointment be rescheduled or if you can remain in a different room while they complete the work in your home/business. They may only service the main outlet through which you receive your Xfinity services.

**We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. . We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home tested positive for the virus?



**abusive customer *******
I completely understand your frustration however, I request you to avoid profanity for me to be able to go ahead and help you.
I request you to please refrain from using foul language, otherwise I will have to leave this chat session.

***** further assistance **
On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, is there anything else that I can help you with?
My first priority customer goes happy with my assistance. Do you have any other questions or concerns I can help you with today?

****outage ***

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this. Rest assured you will receive the credit for the time you are experiencing interruption in your services will take care of that. The estimated time of resolution will be at ---EDT, ticket number is I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.

****open ticket **
I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner. I’ve created a ticket with our next-level support to asist you with a resolution. This process can take up to 24 hours to determine if the issue can be resolved remotely. Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you?

** cancellation ******
I really apologize as we are from the basic chat repair department , we are not authorized to cancel or remove the services, For that we have the dedicated team which is our retention team . I would recommend you to call them at 18009346489. They will surely assist you in this and help to cancel the services.

************spanish *******
I apologize for inconvenience however the support is only available in English language and for assistance in Spanish please contact our Voice team at 1800-934-6489

****closing ********
*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. Whenever you're ready, feel free to end our chat session. Stay well.

It was nice chatting with you and indeed pleasure to assist you today. You may click on END chat button and follow the prompts you received.. Take care and stay healthy :)
**********************bill and arrangement **********
**You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record.

**
****power cycling of modem ***
Unplug the modem from the power source to turn it off.
Wait for 50 seconds.
Check if coaxial cable at the back of the modem is properly connected.
Plug back the modem to the power source to turn it on and wait for all lights to sync.
Once the modem is fully synced, check for internet connection.

*** hard reset ********************
We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 15 seconds. You should see the lights on the device turn off and start

***feedback ***
How’s your overall experience with Xfinity services and assistance that I provided on the chat?
If customer says “No” – Please share your feedback with me on this chat.
If customer say "yes" then use the below statements
It was really nice chatting with you and I appreciate your business and loyalty with Comcast.
After the chat is over you will get the page where I would appreciate your feedback on Xfinity services and my efforts today.

**Great, I appreciate any feedback on the service and experience I have provided you today
Thank you for being a loyal Xfinity customer. I hope you have an amazing rest of your day and fantastic weekend ahead

** 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.

***************** *** call **************************************
.. I wish I could call you but you are connected with the chat support team right now, we do not have access to call you back , while you are connected with me I really do not want to miss this opportunity to assist you.
However if you still need assistance on call , you can call our call support team at 1800-934-6489 and call initiate a call back request using this link : https://www.xfinity.com/support/schedule-callback

*We have a team working on offers and promotions, so they have some special deals for every account, you can reach the team directly at 1800-934-6489, so that they can add it to your account with the lowest price we can offer at this moment. I am sure they will customize the same package again and will upgrade you to new package, also I will add a special note on your account for this so that you can get a special package.

#i understand that you are more comfortable taking this over the phone ,since you have me i can go ahead and help you we may be in a different platform but we can equally do the same with how its being done over the phone ,i assure you that i will try my best to assist you and will stay with you until we get this resolved


*Apologize *
I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you every way possible.

I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you every way possible.

**Rewards*

Have you heard of Xfinity Rewards? It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}

Meanwhile, we have new Xfinity Rewards Program that offers our customers awesome rewards just for being loyal valued Xfinity customer! All you have to do is sign up via our my account app or we will gladly send you over the link but it’s as simple as signing up and sitting back and seeing rewards come your way as our thank you!
Depending on how long you’ve been an Xfinity customer, you will be eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc., and they’ll be refreshed regularly. To join or view rewards, you can do so via the Xfinity app or by visiting Xfinity Rewards.

********************arrangement customer ********
What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?
I know that you are in a situation right now and believe me, I am with you here as 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 wont hesitate to do so.
As a customer myself I would 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.
Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.
I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans


*************************** Internet **
** you can also try to fix internet issue, check for service outages, pay bills, and manage your account online - all on the Xfinity My Account app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend trying it and you will find it easy & convenient to manage your Xfinity account.
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, you can download the application from Google play store and apple I O store
***Have you heard about Xfinity Hotspot? OR Do you use Xfinity Hotspot?
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you are always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device.
Save on your cellular data and stay connected with our Xfinity Hotspot services. There is an app for Hotspot also which you can download from Apps Store (Google/Apple). How does it sound? Does it sound good? Its my favorite also. I hope you'll love it

***I can see here that you are entitled to receive Xfinity Flex! Xfinity Flex is a streaming kit that let's you watch movies with 4k quality content and TV shows as well! And guess what? You can have this absolutely free! Would you like to grab this offer?

*****************bulk ***************
A Bulk property is a complex, building or facility that includes multiple dwelling units (typically used as living quarters) where the owner, management firm, or Home Owner's Association pays for some set level of service for all of the tenants on a Master Account.
As I have checked the service you are using are offered by the housing complex you are living in and the online support only handles the issues for the service accounts for individual residential user, however you need not to worry , you can get in touch with our dedicated team at 1-800-391-3000 Comcast and they will surely assist you with your concern.

*****************Mobile *****
Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and 1Gig at just $15 per month I would like to take this opportunity to share, we can help lower down your internet bill up-to $20 per month consequently, savings of up-to $240 a year, if you or any of your family members move current mobile services to Xfinity. I can help sign you up for Xfinity Mobile right away.

Important links
call back link: https://www.xfinity.com/support/schedule-callback
username : https://idm.xfinity.com/myaccount/create-uid?execution=e1s1 call back link: https://www.xfinity.com/support/schedule-callback
Remote finding and programming - https://www.xfinity.com/support/remotes/
modem activation - http://www.comcast.com/activate
Seasonal- https://inseasonal.cable.comcast.com
Service availability- https://www.xfinity.com/?shop=1
Channel line up - https://www.xfinity.com/learn/channel-lineup
Norton security- https://internetsecurity.xfinity.com/
Payment arrangement -https://customer.xfinity.com/#/settings/bill/scheduled-payments
Password reset Link : Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset

** contact number ***
seasonal hold : 18886334266
1-800-934-6489 Available 24 hours/day, seven days/week Rentention
1-800-934-6489 Available 24 hours/day, seven days/week Wireless Support
1-866-366-5756 N/A WIFI Pass-1-866-366-5756
1-888-565-4329 6:00 AM - 2:00 AM ET/Seven days a week Customer Security Assurance
1-877-807-6581 6:00 AM - 2:00 AM ET/Seven days a week Data Usage Escalation
1-888-936-4968 Available 24 hours/day, seven days/week Xfinity Mobile Support
1-855-757-7372 24 hours a day, 7 days a week Xfinity Pre-paid Service
1-855-652-3446 24 hours a day, 7 days a week SIK Activation
1-855-659-6804 24 hours a day, 7 days a week Xfinity Home Equipment Credit Adjustments
1-877-272-7149 24 hours a day, 7 days a week Norton Security
1-855-846-8376 8:00 AM - 12:00 AM ET, seven days a week. Internet Essential
WIFI Pass 1-888-565-4329 SIK Activation
1-855-659-6804 Norton Security
1-855-846-8376
CSA Data Usage Escalations: 1-877-807-6581
18889364968,-mobile department