Notes

opening
A wonderful day! Thank you for choosing Xfinity! This is Tamanna, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. 

please avoid to use any link in between the chat to avoid chat disconnection

Kindly tell me more about your concern and let's start working on i

A wonderful day! Thank you for choosing Xfinity! This is Tamanna, 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 :)



Glad to know that you are doing good! I do understand how important it is for you to keep your services working and we are here to help. I would be delighted to help you .

ASSURANCE
You have me , please feel confident that I will surely get this sorted for you in all possible ways

For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat which would probably change your mood as well.





I am really feeling bad that you have to go through this and contacted multiple time for same thing.





Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.





Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)





I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue.



I completely understand your inconvenience however I will do my best to assist you in all possible ways
APOLOGY
I am really feeling bad that you have to go through this and contacted multiple time for same thing.

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 leave a smile on your face by the end of this chat.





I really apologize for the inconvenience, you've gone through. I can totally understand how disappointing it is when you're paying for the services and didn't get worth of it.





I also wanted to say sorry for using more of your time resolving the issue I hope you give me lots of your patience and understanding. I've been a customer like you as well so I can relate myself whatever you feel noW

RELATABLE
This is not what we want you to feel and I can personally tell you the most important thing for us is to make you feel comfortable with your service, and our top priority and best product is treat you just as you deserve, you're part of us since 2013 and we greatly appreciate your business with us.



I totally understand that you are having issue with your internet going in and out. I apologize for having to contact us again with the same issue.



I'm sorry if you are having an issue with your Internet service. Let's go ahead and check what seems causing the problem and further troubleshoot.

I also depend on the phone for work and would not want you to miss out on important calls. I will certainly assist you with this.



I can completely understand the importance of the service for you. Being a Internet user I can understand the importance of the stable services.

I can relate to how important would it be for you, to have your services to work in today's time.

I understand and really do apologize for the inconvenience you have been through. I know how it feels to have service interruption always.

Thank you for patiently waiting and I am sorry to hear that you are having issues with your Xfinity services. Let me go ahead and check on your account and see the status of your equipment.

I'm sorry you're having trouble with your Internet for months now. I understand how upsetting this must have been for you. I have experienced the same problem recently, so I understand what you are feeling.
APPRECIATION

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

I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat.





Now that I have the account pulled up, I want to take the opportunity to express our gratitude for having Comcast as your service provider, appreciate i

Thank you so much. It really means a lot to me and motivates me to work with more dedication .





I appreciate you providing this information.

Thank you so much. It really means a lot to me and motivates me to work with more dedication .

I appreciate your cooperation in troubleshooting with me. Here in Comcast, we make sure that we always provide what's best for our customers.





I was delighted to help you. Also I must admit you have been the most polite and patient customer I have ever dealt with in many days now. It is a please to chat with a customer like you. You have shown utmost cooperation and it is heart warming.

Thank you for being a loyal customer with Xfinity . We appreciate your business with Xfinity and value you as a customer.

Thank you , and I really appreciate that you made us easy to troubleshoot the issue, by performing the troubleshooting steps from your end and sharing the correct information.



I appreciate your patience and efforts over the chat.



Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free at www.xfinity.com/rewards to see what offers are available

BAXA
Xfinity App is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password

In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity username and password.



With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app from your mobile device from Play Store and App Store, enter your xfinity credentials and then you can access the Streaming feature.

So whenever you don't have access to Xfinity Internet we recommend our customers to use the xfinity hotspot to use as an alternative. You just need to download the app from Play Store and App Store, enter your xfinity credentials and you will get access to FREE wifi all over US. Also, if you are outside from your home and you want to access the internet then you can use our Xfinity hotspot feature anytime and anywhere in US.



Xfinity has millions of WiFi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient WiFi and are free to Xfinity Mobile customers and to those who have the Performance Internet package or higher.



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
TECH
If your waitlist appointment spot becomes available, we'll text you the day before at the latest to notify you; you will have 30 minutes to accept this new appointment spot by replying Y. If your waitlist spot does not become available, or you do not accept the waitlist spot, we will keep your original appointment for .......

i have successfully refreshed the signals of your modem as you mentioned earlier that you are not at home right now so i will schedule a technician at your place , when you reach home please try accessing your services if they worked you can cancel technician appointment from Xfinity my account app if they did nyt then be assured the tech will get this resolved for you right away

I will also add your name on the priority basis in the tech wish list so if there is any slot for the today and tomorrow available the tech will come and activate the outlet prior the scheduled slot and call you before the visit.





Here's the ticket number for your tech visit .





What's a good number for us to contact you prior to the tech visit?

The soonest available tech schedule is on , does that work for you?





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





We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.





If you wish to change or cancel your service appointment, go to http://My.XFINITY.com and click the 'My Account' header near the top of the page



You will also get an email with all the details of appointment scheduled.





You can download the Xfinity My Account app at - http://customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device”



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.



Let me check the earlier date and time available for the technician appointment.

Please provide your any preferred date and time for the technician visit.

No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity.



Please help me with your best preferred phone number so that you may receive an automated call before visit.



As, we have performed all the troubleshooting steps but you are still getting the same issue , In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schdule technician visit?
TROUBLESHOOTING
I’ll need your help restarting the device. Please remove the power cord from the wall. After you are done with these steps and plugged the device back in, let me know...

please follow these steps to see different wifi bandwidth .1) Go to xfi app 2) click on connect tab 3)click on your network name 4) select see network 5) click on the edit wifi on top right corner of page 6) there you will check the box for using different name for 2.4 and 5.0 bandwidth



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?"

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.

When did this issue start? And were there any troubleshooting steps done previously to fix the issue?





Could you please help me with the power light status of your modem, Is it Solid, Blinking or Off?

Most of the time the issue is caused by loose cable connections to your modem. Can you make sure cables are securely connected?





I have sent the signals to synchronize your modem and it will take 1-2 min now and after that I will run a health check on your modem to make sure it is working fine now.





I regret to hear that you are not getting proper speed. Let's troubleshoot this right away.







Can you 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 run a speed test on a wired connection http://speedtest.xfinity.com/ by using this link.

Please confirm MAC address of the effective modem which will be mentioned on the back or bottom of the modem on a white color sticker.

I am running the health check on the system. I t will take 2-3 minutes to complete please stay connected over the chat.

I am now working on rectifying signal congestions and we are doing great so far. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update.



I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.

PAYMENT 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.

To make sure that all options are provided to you, we have tied to set up another extension in your account, and we are still getting the same result, in this case we have two options to resolve your concern. First, is to settle the full past due balance and the second option is by reaching our Collections and Payments Department as they have a broader access to help you further with having your services restored since we only have a limited access here in Billing chat. No worries this is not the first time that our Collections and Payments Department got this concern so we can guar







antee that they will be able to help you with this since the system on my end won't let me change anything on your account to restore the services.



To get in touch with them, all you have to do is to reach this number All you have to do is to reach this number 1-800-446-7037 anytime Monday through Saturday 7AM to 9PM ET so that they can further assist you.



As a customer myself I would to help you restore the services today however since the system have 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.

I know that you are on 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 won't hesitate to do so.

flex
Meanwhile i can see you have not yet claimed for your free flex streaming device yet , shall i add and ship it for you ?
Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers

With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, Disney+, Prime Video and Hulu, and rent or purchase top movies and shows. The award-winning Xfinity Voice Remote makes it’s easier than ever to search across your apps, all in one place.

Get 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacok Premium included for no additional cost. That’s a $4.99 a month value included at no extra cost to you – no strings attached.

Let me share the order approval to you for free flex streaming service
XFI COMPLETE
Good news:)

I can see your account is eligible for an XFI upgrade in which you will get unlimited data + advance security protection + you may be eligible for free Xfi pods with inhome Wifi asesment results in just additional $11 per month. How does that sounds to you ?

Let me share the order approval with you
SELF HELP
Meanwhile We want you to know about the federal government's Affordable Connectivity Program. Eligible Households may receive upto $30/month through the government’s ACP program. There is a qualification process to determine if benefit is available for you. please visit the link xfinity.com/acp

Xfinity also provides information to do troubleshooting on your own for all the intermittent Connection issues, refer: https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/



For any internet connectivity issue in future, you can reach out to our self-help service website with basic tutorials and easy troubleshooting steps i.e. https://customer.XFINITY.com/help-and-support/internet/internet-connectivity-troubleshooting/





Xfinity understands the value of internet speed and also educate their customers with troubleshooting for speed issues. Just follow the self-support option at https://customer.XFINITY.com/help-and-support/internet/Troubleshooting/



I would like you to know about My Account App it is the destination for you to get the most from your service. You can easily manage your account as well like View current bill, billing cycle data usage and due date, view plan details and outage maps. You can download the App from App Store or Google Play and sign in to the App using your Xfinity ID and password.
ADDITIONAL

Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.





Great, I'm happy that all of your concerns are addressed over this chat. Just wanted to know. How's your Overall experience with Xfinity been?





It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else you would like me to assist you with?





It was really nice chatting and working with you. Is there anything else I can assist you with?





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?





You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?





Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today.
CLOSING
Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.





Great, I'm happy that all of your concerns are addressed over this chat. Just wanted to know. How's your Overall experience with Xfinity been?





It is our goal to provide excellent customer services by covering all your concerns. Will there be anything else you would like me to assist you with?





It was really nice chatting and working with you. Is there anything else I can assist you with?





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?





You have been very patient and amazing with me today. Probably the best customer I had today. Before we finish, I wanted to make sure we have covered everything, do you have any other concern or question I can assist you?





Fantastic! I'm glad that we were able to fix the issue. Hope you enjoy the service. I appreciate your patience and effort working with me today.

I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you’d like to share them you can click the “end chat” option❤️

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

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It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer.