Notes
Notes - notes.io |
ASK LIFESTYLE QUESTIONS
Examples of Lifestyle Questions:
Do you know how many data you spend per month?”
What do you use for communication like if you need to contact someone?
You use cell phones or land line?”
How many lines do you have?
And how much you pay for them?
”What do you dislike or like about AT&T/your provider?”
Who’s your current provider?
”How many phones do you have?”
What happen if for any reason you are not going to be able to communicate with your family?
Have you ever considered to change of Company?
How do you feel about your current cellphone company?
How is the coverage working?
Are you an android user or an IPhone user?
2. PITCH ( PRESENT AN OFFER) Connection + Confidence + Clarification = a GREAT Pitch
We thank you so much for being part of the Xfinity family, since you have already internet with us, and you have been a loyal costumer with us since 2012, I would like to offer the best of the cellphone's services that we offer and you qualify for those services, I can tell you all the information in detail. Can you please enter your Socials and DOB?
We have Xfinity Mobile now, and the thing that I love about it is that you can bring your own device, keep your same number, pay as low as $15 per month, and we run on the same towers as Verizon! Plus, you don’t have to be in a contract, and you can change your plan every month if you decide.
We do use Verizon towers of the Verizon network; you can bring your own device, you can bring up to 5 lines keeping the same numbers, you get unlimited phone calls and messages; you don’t pay for the line like with other providers, being that you are and Xfinity customer, and we offer plans for &15 per gig or unlimited per $50.
Based on what you shared about how your family uses the internet in your home, I highly recommend upgrading to our Gig speed so you can all be online at once without any worries.
I heard you say earlier you’re streaming with Netflix, Prime, and Hulu. I strongly recommend our Flex box, which is free for our Internet customers and comes with our award-winning X1 voice remote so you can access all your services and content easily in one space.
Based on what you shared about…
I heard you say earlier…
You shared…
I understand you want…
It sounds like…
You mentioned…
You stated…
Because you said earlier…
I noticed…
I see you are…
Overcoming Customer’s Objection – Xfinity Mobile
I don't want to buy/add anything new
I understand wanting your bill low and not add anything new, but I did want to mention Xfinity Mobile because you get access to the service by being an internet customer and we can save you even more money on your bill by bringing Xfinity Mobile into the mix. I just want to make sure we save you as much money as possible.
I'm already in contact with another provider
Do you happen to know how long you have remaining on your contract or what the cost to end early would be? I'm curious, because it sounds like Xfinity Mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch!
I'm on an unlimited family plan with another carrier
With Xfinity mobile you aren't locked into a specific calling plan for your whole family. If some use less data and would benefit from the By the Gig plan it's only $15 per month, or add other family members that use more on the Unlimited Plan for as little as $30 per line per month depending on how many lines you add.
BYOD Spiel
You can bring your own phone over to Xfinity Mobile at no cost and pick the plan that works best for you. Plus we have some great promotions on BYOD that could save you even more money. We now offer $200credit discount. Let's check your phone to see if it's eligible.
XM Spiel
Not only does Xfinity mobile offer the most reliable 5G nationwide network, it's truly set up to cater your needs. There are flexible data options available to ensure you only pay for what you use and no more. Plus there are no line/access fees or contracts.
Customer: No thanks, I was only calling in regards of ...
I completely understand, I just want to inform you about this great opportunity to get these benefits, it is one way of thanking you for your loyalty and preference.
Customer: No, I have already another company and it works well, I do not want to change the services provider.
I understand, If you just give a few minutes of your time, I can provide you our low prices, just to compare, so you can be sure, and we can guarantee that you are receiving definitely the best services for the best unique price.
Customer: I do not have time for this...
I understand. It is just that we don’t want you to miss this amazing opportunity. Imagine! You can save a lot of money if you switch to Xfinity Mobile right now.
It is just that we don’t want you to miss this amazing opportunity. Imagine! You can save a lot of money if you switch to Xfinity Mobile right now. There’s also no cancellation fees so you can cancel it anytime you want. And I can process this for you quickly.
10-MINUTE TEXT MESSAGING RESOLUTION
· I would just like to make sure that we are on the same page, we have agreed that you will just wait for a text message from xfinity after 10 minutes to confirm the resolution. If your equipment still doesn’t come as online during that time, our system will assist you in scheduling a tech via text message, but you don’t need to worry, 92% of cases like this ends up getting resolved without having to send a tech. We just really need to trust the process, okay?
SOAK RESOLUTION
· Mr. Customer, our system detected that it can take up to 4 hours for all the diagnostics and resolution to complete. At the 4 hour mark, we will reach out to you to confirm if the issue is resolved. If the issue is resolved, just reply YES. If it’s not resolved, just reply NO to the text so that we can schedule a technician for you or for you to be routed to a live agent. Mr. Customer, you don’t need to worry 9/10 or 90% of issues like this usually gets resolved without having to send a tech. We just really need to trust the process.
·CUSTOMER IS NOT AT HOME BUT CALLING IN TO TROUBLESHOOT
Mr. Customer, I am really excited to get your equipment up and running and I would really love to help you with that. However, for us to effectively troubleshoot your services you need to be at home for this. What I can do for the meantime is make sure that the status of your equipment is on an activation ready status and that everything is in order. Once your home, you can request a callback thru our application called the Xfinity My Account App. Instead of you calling us back and waiting on queue, we will be the one to call you.
·ACKNOWLEDGE THE CUSTOMER’S NEGATIVE EXPERIENCE – When you acknowledge, it should be specific to what that negative experience is and should be consistent throughout the call.
- I am so sorry to hear that your phone is not working. I understand how frustrating that might be especially if you need to make an important phone call or if there’s an emergency. Let me go ahead and check what’s going on so that we can get this one rectified for you.
- I am so sorry to hear that the internet is working. I understand how frustrating that might be. Let me go ahead and get this fixed for you, okay? Rest assured that you’ll be receiving all the help that you need for this
SOAK RESOLUTION
· Mr. Customer, our system detected that it can take up to 4 hours for all the diagnostics and resolution to complete. At the 4 hour mark, we will reach out to you to confirm if the issue is resolved. If the issue is resolved, just reply YES. If it’s not resolved, just reply NO to the text so that we can schedule a technician for you or for you to be routed to a live agent. Mr. Customer, you don’t need to worry 9/10 or 90% of issues like this usually gets resolved without having to send a tech.We just really needs to trust the process.
·CUSTOMER IS NOT AT HOME BUT CALLING IN TO TROUBLESHOOT
Mr. Customer, I am really excited to get your equipment up and running and I would really love to help you with that. However, for us to effectively troubleshoot your services you need to be at home for this. What I can do for the meantime is make sure that the status of your equipment is on an activation ready status and that everything is in order. Once your home, you can request a callback thru our application called the Xfinity My Account App. Instead of you calling us back and waiting on queue, we will be the one to call you.
·ACKNOWLEDGE THE CUSTOMER’S NEGATIVE EXPERIENCE – When you acknowledge, it should be specific to what that negative experience is and should be consistent throughout the call.
- I am so sorry to hear that your phone is not working. I understand how frustrating that might be especially if you need to make an important phone call or if there’s an emergency. Let me go ahead and check what’s going on so that we can get this one rectified for you.
- I am so sorry to hear that the internet is working. I understand how frustrating that might be. Let me go ahead and get this fixed for you, okay? Rest assured that you’ll be receiving all the help that you need for this.
·IF THE CUSTOMER WOULD LIKE TO SCHEDULE A TECH ON SET OF THE CALL
“I understand that you would like to schedule a tech and I would really love to do that however scheduling a technician appt is driven by the troubleshooting process that we do here on our system, that means that it will not allow us to schedule an appt without going through all the steps and looking at it your modem appears to be equipment ready and I can see that it is receiving a signal.”
;
Coming Soon: Samsung Galaxy A53 5G “On Us”
Tuesday, June 28, through July 12, our Xfinity Mobile customers can qualify for a Samsung Galaxy A53 5G “On Us” when adding to a new line of service and porting an existing phone number. The $449.99 credit is delivered through monthly bill credits spread over 24 months, with the first credit applied at the time of purchase.
To qualify, they must purchase a new line of service with a Device Payment Plan (DPP) and intent to port. An existing number must be ported from another carrier and activated within 30 days of purchase to continue receiving promotional credits.
See Einstein 360’s Xfinity Mobile Phone Overview article for available devices.
By WE0617, I should be able to get 1 XM Sale by making sure that I overcome customer’s objection when it comes to Xfinity Mobile by using the spiels provided.
• I don't want to buy/add anything new
I understand wanting your bill low and not add anything new, but I did want to mention Xfinity Mobile because you get access to the service by being an internet customer and we can save you even more money on your bill by bringing Xfinity Mobile into the mix. I just wanna make sure we save you as much money as possible.
• I'm already in contact with another provider
Do you happen to know how long you have remaining on your contract or what the cost to end early would be? I'm curious, because it sounds like Xfinity Mobile would save you a chunk of money each month and the savings would quickly outweigh any fees you may have to pay to switch!
• I'm on an unlimited family plan with another carrier
With Xfinity mobile you aren't locked into a specific calling plan for your whole family. If some use less data and would benefit from the By the Gig plan it's only $15 per month, or add other family members that use more on the Unlimited Plan for as little as $30 per line per month depending on how many lines you ad
• BYOD Spie
You can bring your own phone over to Xfinity Mobile at no cost and pick the plan that works best for you. Plus we have some great promotions on BYOD that could save you even more money. We now offer $200credit discount. Let's check your phone to see if it's eligible.
• XM Spiel
Not only does Xfinity mobile offer the most reliable 5G nationwide network, it's truly set up to cater your needs. There are flexible data options available to ensure you only pay for what you use and no more. Plus there are no line/access fees or contracts.
TOP SIX NUGGETS TO ASSIST IN CONVERSATION
Ø Unlimited data for as low as $30 per line with four lines
Ø By the gig pricing available for as little as $15 for 1 gig /month
Ø Mix shared and unlimited data across your account
Ø Automatically connect to millions of WiFi Hot spots
Ø Nation-wide 5G at no additional cost
Ø BYOD is available on select iPhone and Android phones
Sample Spiel :
Ø Do you happen to have a different service provider for your mobile phone?
Ø What is your current service provider?
Ø The reason I asked is because I can see that you are eligible for our xfinity mobile. Since you already have our internet it will be so much better if you have our mobile service as well.
Ø If you would consider having us as your service provider we can process it right now or in the future you can visit our website xfinity.com/mobile. We don’t have term contracts so you can switch whenever you want. What is your current service provider?
Ø How many lines do you have with your current service provider?
Ø How much do you currently pay monthly?
Ø The reason I asked is we can check and see how much money will you be able to save if you would consider having us as your service provider.
By WE0610, I will lower down AHT from 1222 to 1120 by effectively utilizing ITG and relay resolution real time without doing any work around. Instead, will highlight the benefits of the resolution. (Open ticket, Tech appointment, Replacing boxes).Once I ended up with ITG resolution, I should be able to properly position my resolution by highlighting the steps taken , and reason why we come p of that certain ITG resolution. I should refrain from instructing customer with any other work around, Instead I will be form with the ITG recommended resolution. By utilizing the spiels it will drive NPS score from 33% to 40% in 5 days 1. TECHNICIAN APPOINTMENT - Thank you for being patient with me, we sent signal to your box, and Mary we both want to have your services up and running, that is why we exhausted every possible ways to get it activated, but system discover that box did not come back online on the allotted time, and technician is needed to have it physically check, in that way we can identify the home integrity of the house, check if outlet is still getting comcast signal and have your box fully activated. 2. OPEN TICKET - Thank you for performing all the steps of activating / fixing your internet. We both want to have your internet up and running today, its good that after we perform all the necessary steps to identify the main issue, it was detected by the system that this issue can be resolved by our higher fix, without sending a technician out. Ticket has been submitted as this will be the reference of our higher fix expert in resolving your issue, and this is has high percentage of resolution. Is this the best number where update you? Keep your lines open as we will be the one to get in touch with you. Tech appointment waitlist (HOW12578 Sign Up for Appointment Waitlist) Also, if customer will ask for higher level of escalation we should contact the direct Supervisor of the agent who transferred the call through MS Teams or Manager on duty so they can take over the call. Avoid
SAMPLE SPIEL FOR XM
To be able to provide and pitch in every call by introducing to them the services of XM.
To drive XM Sale from 0% to 1% WE0218. I will utilize the prescribed spiel and will highlight the 6 nuggets.
PRD1450 Xfinity Mobile Product Overview
HOW11906 Adding Lines of Service in XM360
PRI1215 Simple & Easy Everyday Pricing - Central Division
PRD1055 Xfinity Internet Speed Tiers Overview - Central Division
Xfinity.com/Deals
The Six Nuggets
1. Unlimited data for as low as $30 per line with four lines
2. By the gig pricing available for as little as $15 for 1 gig /month
3. Mix shared and unlimited data across your account
4. Automatically connect to millions of Wi-Fi Hot spots
5. Nation-wide 5G at no additional cost
6. BYOD is available on select iPhone and Android phones
Sample Spiel for pitching Xfinity Mobile:
“Sir/Ma’am, upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service and I would really love to discuss it with you.”
MOBILE PLAN:
1st of all sir/ma’am we offer the latest devices which are IPHONE 13PRO / GOOGLE PIXEL / SAMSUNG NOTE 20 / MOTOROLA PHONE for $45 per month per line.
But if you’ll be interested in having more lines, you’ll get a cheaper bundle up to $25 per line.
DATA PLAN:
· Xfinity offers the most affordable and flexible data plan that suits your internet needs and budget.
· You can get UNLIMITED DATA, CALL AND TXT nationwide for only $30 per month at no cancelation fees at all.
· Meaning you can always cancel your DATA PLAN anytime without being charged.
“Sir / Ma’am Do you want to avail our Xfinity Mobile service and place the order for you?”
If customer will say Yes :
1. Ask support to process the order entry on XM360
2. If during the process, encountered credit card error, ask for alternate credit card number available.
3. During the process, if the support encounter error, transfer to Spanish XM Sales
4. If the customer has a pending due balance, educate customer:
-Sir/ma’am, we can proceed with the process if we clear the balance on the account first.
If customer will say NO :
“If you wish to think about it in the future, You can visit xfinity.com/mobile to check our latest mobile plans and data plans”
“Mr. Customer, upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service in which you can take advantage of the following:
Unlimited data for as low as $30 per line with four lines
By the gig pricing available for as little as $15 for 1 gig /month
Mix shared and unlimited data across your account
Automatically connect to millions of WiFi Hot spots
Nation-wide 5G at no additional cost
BYOD is available on select iPhone and Android phones
Hi! Thank you for choosing Xfinity, this is _____. I will be glad to assist you in ________. We understand that it is important for you to have your services up and running, and we wanted to give you the best experience here in Xfinity.
May I know who am I speaking with?. While pulling up the account "Customer Name", we appreciate you for choosing Xfinity as your service provider (optional and only for long term Xfinity customers) and for staying with us for #years, we truly appreciate your business.
By the way, how do you usually use your _____ service?
Ask relevant PROBING QUESTION - Ask the Right Questions
TV
ASK: Is this your first time activating this box? Or has the box worked before?
ASK: May I ask for the exact message you are seeing on your TV screen?
CHECK: If the box is a 2-way addressable Scientific Atlanta or Cisco box, it signals a different approach if the box has not been on for 30 mins, or no error appears on the screen.
CHECK: If the customer is activating an X1 box, always check if the firmware is updated through XRAY link.
CHECK: If the customer is activating Xi3, Xi5 or Xi6 box, walk the customer through on how to update firmware.
INTERNET
XAPP
Have you tried activating it on the XFINITY APP?
If yes, ask for the error and check the account if there's any pending order or anything that could affect the activation process using the
app then ask the customer to reattempt
If Yes – what happen with activation on the app
If successful proceed activating it on the app if not, schedule the appointment using the XAPP
If No – advise the customer to download the app
If the customer refused,
utilized the ITG 1.0 (If no ITG 2.0 detected on the account)
Share features & benefits of the Xfinity app - the Xfinity app has everything you need to improve your home network with tools like activating new internet equipment, Internet speed test, troubleshooting with the Xfinity Assistant and 24/7 real-time support.
ASK: "How did you received the modem? Is it through shipping or you picked it up in the store?
ASK: “I would like to know if the modem has ever worked before, or is this your first time to activate it?”
ASK: IF XB3 – “Do you see an icon labeled Online? Is the light solid, or blinking?”
IF XB6 or XB7 – “Is the light you are seeing an amber light, green light, or white light?”
ASK: “Some modems are required to be on for a few minutes before the online light gets solid white. May I know how many minutes has the modem been on?”
ASK: “May I ask what do you see when you try to visit a page using the browser on your phone or computer?”
PHONE
ASK: “I would like to know if the phone has ever worked before, or is this your first time to activate it?”
ASK: IF XB3 – “Do you see an icon labeled Online and Tel 1 ? Is the light solid, or blinking?”
IF XB6 or XB7 – “Is the light you are seeing an amber light, green light, or white light?”
Road Mapping
Internet (XAPP)- “Mr./Ms xxxx, for me to assist you resolve this issue - first, we'll review the status of your account and of the equipment then we will proceed to the XAPP to have your internet service activated, However If the equipment doesn’t respond, using the app we'll send an expert as permanent and guaranteed resolution at no extra cost.
Internet- “Mr./Ms xxxx, for me to assist you resolve this issue - first, we'll review the status of your account and of the equipment then and we’ll check the connections, power, and the lights of the modem – once we’re all set, we’ll go ahead and run some diagnostic tests for us to send an activation/multiple signal to activate/fix the equipment/service. We will exhaust everything to make sure your services will be up and running. However IF the equipment doesn’t respond, we'll send an expert as permanent and guaranteed resolution.
Cable Box -“Mr./Ms xxxx, for me to assist you resolve this issue - first, we'll review the status of your account and of the equipment, we’ll also check the connections, power, and TV input – once we’re all set, we’ll go ahead and run some diagnostic tests for us to send an activation/multiple signal to activate/fix the equipment/service. We will exhaust everything to make sure your services will be up and running. However IF the equipment doesn’t respond, we'll send an expert as permanent and guaranteed resolution.
Phone- “Mr./Ms xxxx, for me to assist you resolve this issue - first, we'll review the status of your account and of the equipment then and we’ll check the connections, power, and the lights of the modem specially the telephone light – once we’re all set, we’ll go ahead and run some diagnostic tests for us to send an activation/multiple signal to activate/fix the equipment/service. We will exhaust everything to make sure your services will be up and running. However IF the equipment doesn’t respond, we'll send an expert as permanent and guaranteed resolution.
Do not forget to say "please", “ can we “ when you're asking your customer to do something and "Thank you" after they did it.
Middle
****XAPP PROCESS ACTIVATION****
**** ITG TROUBLESHOOTING ****
Important reminder: Do not rush every steps, no skipping & manipulating ITG.
Xfinity Ambassador & Show Appreciation ( During sending signal & any idle moments )
for future assistance, you can actually take advantage of our Xfinity My Account App, this app will allow you to manage your account, pay your bills and most importantly, this app will allow you to troubleshoot your Comcast equipment at the same time you can track your technician appointment.
Planting the Seed”
“While reviewing your account, I see a great opportunity for you to save a ton of money with Xfinity Mobile and our Bring Your Own Device option. We can talk about it once I take care of your concern about…”
MOBILE PLAN:
1st of all sir/ma’am we offer the latest devices which are IPHONE 13PRO / GOOGLE PIXEL / SAMSUNG NOTE 20 / MOTOROLA PHONE for $45 per month per line.
But if you’ll be interested in having more lines, you’ll get a cheaper bundle up to $25 per line.
DATA PLAN:
· Xfinity offers the most affordable and flexible data plan that suits your internet needs and budget.
· You can get an UNLIMITED DATA, CALL AND TXT nationwide for only $30 per month at no cancelation fees at all.
· Meaning you can always cancel your DATA PLAN anytime without being charged.
Xfinity Rewards
I can see that you've been a loyal customer for ___ years! As our way of saying thank you for being with us, you can now enjoy a special mix of special perks, unique experiences, product benefits and so much more. The longer you’re with Xfinity, the more rewards you get; and it’s free and easy to use. To join, use the Xfinity app or visit Xfinity.com/rewards to view more examples of the perks that are available for you.
Offer Xfinity Mobile
I am so glad that we were able to resolved your concern and now, as I have mentioned earlier about our XM, I would like to ask you few questions for us to check the available savings that we can take advantage on your account. Would that be alright? Great!
Q1: How do you normally access your internet if you are not at home?
Q2: How many lines/phones do you have with your current provider?
Q3: What's your data subscription?
Q4: How much are you currently paying for your mobile services?
Thank you for answering all of my questions, the reason why I asked those questions is that I am seeing a big possible savings that we can take advantage now with our Xfinity mobile services! You mentioned earlier that you've been paying ____ for your mobile services with the subscription of ________, you can actually get the same subscription for only _____ every month! Which means, you'll be getting _____savings every month and _____savings in year! And with our BYOD option, you will be able to bring your own device, bring your own phone number at NO EXTRA COST!
(Highlight the latest promos available on xfinity.com/mobile)
Sounds good? Let me sign you up for this!
End - CLOSE STATEGY
Just a quick recap, your calling in because ______________. And what we did is _______________. As a resolution, _______________________________. I totally appreciate your patience and you've been very helpful!
Is there anything else that I can further assist you?
Was I able to resolved your concern with your complete satisfaction? That's good to hear! I would appreciate any feedback in regards with the service I have provided for today! Thank you choosing xfinity! Take good care together with your family!
Upon looking up your account with the number you provided, there are (number)__ results associated with the number given, in order to confirm which, account you have, may I know your street address? Okay, thank you for that! To verify your account, May I have your account number, please. As we are currently loading your account, thank you so much for providing this information. We value your privacy, which is why we have to verify your account for security purposes.
Is that so? In addition to that did you know that you can use this app to access features in; your billing, account Information, set appointments, view your Xfinity TV, Internet, Voice and Home security services as well as our Help & Support where you can request a call back from a Xfinity representative, search helpful FAQs, and find out if there's an outage in your area. [Appoint Technician for free, Change Wi-Fi name and password, updates (xfinity my account app) Pay bill, update info and equipment, authorize user] RUN ITG I can see here in my system, that this is the only cable box that you have, is this correct? Alright let me run some quick diagnostic in here so while waiting I can see here that you’ve been with us for X years now so I would like to thank you for patronizing our service and for being a part of our xfinity family. to check for some promos and discounts you can visit our website Xfinity.com/rewards- check some benefits you said that this is your first time activating the internet so I want to welcome you for choosing Xfinity and for finally being a part of our family. To check some deals/packages you can also visit our website Xfinity.com/deals- packages internet cable box, user is able to have packages *Alright, while waiting for the progress bar to advance, I understand your concern right now and thank you so much for bringing up this to our attention ----------, this is not the kind of service that we want you to have, I am also a customer - and I know how it feels I will make sure that I will provide the best and long-term resolution. So may I know if there are other devices connected to your cable box?
-done itg-
Just a quick recap (customer name), today you called regarding the activation of your x1 tv box. And we were able to resolve it by running some diagnostics and following the step-by-step process and with our cooperation we were able to resolve your concern and I thank you for that. Finally, we were able to activate your cable box after (solution). In case you want to activate other equipment in the future, you can visit our website xfinity.com/activate May I confirm that this resolves your issue? Alright, I’m am so glad to hear that... Before I let you go, is there anything else that I can help you with?
in addition to that, if you want to watch some movies for free you can also access some selection of free programming spanning kids' educational content, fitness, TV & movies via Xfinity on Demand including on X1 and the Xfinity Stream app and web portal and also on Flex by saying “Free” into the Xfinity Voice Remote, for more details, you can visit our website: xfinity.com/stream
Silver. 0-2 years ; Gold. 2-7 years ; Platinum. 7-14 years ; Diamond. 14+ years.
De-escalating Sup request, I understand how you feel and I apologize for the inconvenience this may have caused you. Please allow me to try resolving your concerns first. If it's not resolved to your satisfaction, then I will be happy to connect you over to my supervisor.
Harvard is a Middle English variant of Hereward; here (“army”) + weard (“guard”).
7089071234
4G and 5G devices in 4G service area By the Gig defaults to HD resolution (720p for phones, 1080p for tablets). Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to Unlimited on 4G device to get higher-quality cellular service during network congestion. Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data. Data Saver is available for By the Gig. (4G devices only) Mexico and Canada Call Pass is available per line. 5G devices in 5G service area 4K video resolution for phone By the Gig defaults to HD resolution (720p for phones, 1080p for tablets). Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to get higher-quality cellular service during network congestion. Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data.
xre-Cross-platform Runtime Environment
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SMART GREETING
Thank you for choosing Xfinity, this is Mark!
May I know who’s on the line please/How would you like to be addressed?
Hi_______, how can I help you today?
Don't you worry, I will definitely help you with (Problem stated). I will make this quick and easy so you can enjoy our service right away.
First and foremost, I'd like you to know that we truly appreciate your continued patronage. Your business is our topmost priority, that is why we continue to improve and innovate to your convenience and satisfaction.
Please bear with me as I check your account to ensure everything is in place and I'll partner with you with verifying the physical equipment, so we can come up with the best resolution.
In order to lookup your account may I ask for the phone number associated with your account please?
Can I also know your street address? Thank you/Great!
To verify your account, May I know your account number?
(May I know the last 4 digits of the MAC address of your modem?)
PROBING
Has your (device, if any) worked before? (If not stated beforehand)
Open Einstein 360
Run ITG
Additional Make it Effortless Point:
COMCAST WEBSITE
You know what _______, just in case you need to activate other equipment in the future, you may visit our website xfinity.com/activate.
Do you have any problem with (modem or would you like to upgrade your internet connection)?
Great! I appreciate any feedback on the service and experience I have provided you with today. Thank you for being a loyal Xfinity Customer. I will not take any more of your time. I hope you enjoy the rest of the day. Again, this is Mark. Thank you for choosing xfinity. Have a nice day.
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** SMART GREETING - SMILE and OPEN THE CALL WITH LIFE AND ENTHUSIASM || ASK FOR CALLER'S NAME
Enabling Objectives | Task
S4X Behavior Impacted
a. Thank you so much for choosing Xfinity, this is ____ whom do I have the pleasure of speaking with?
b. Thank you so much for holding, this is ____ from Xfinity, may I ask for your first and last name please?
Start your documentation with caller's name
See if caller is authorized
NA
c. (AUTHENTICATION - PARTIALLY VERIFIED) For the security of the account, may I ask for ____
BPA
** THANK THE CUSTOMER FOR THEIR PATIENCE and FOR PROVIDING THEIR INFORMATION VIA AUTOMATED SYSTEM
Enabling Objectives | Task
S4X Behavior Impacted
a. First and foremost, we really appreciate your patience waiting for a live rep on the IVR, and thank you as well for verifying your account while waiting.
Copy-Paste Account Number for Cx Timeline
SHOW APP
** IDENTIFY SPECIFIC ISSUE and IDENTIFY WHAT LOB TO PITCH LATER (TECHNICAL CUE + PERSONAL CUE)
Enabling Objectives | Task
S4X Behavior Impacted
a. I see that our system detected that you're calling because ____. Is this correct? Can you please tell me more about this? Don't worry, I'll help you with ____so _____. Rest assured I will provide the best and permanent resolution before the end of this call. We'll do this quick so you can use the services right away.
Notepad: Listen and take note of cues, document.
OWN IT || LARA
** ASK FOR THE BEST CALLBACK NUMBER IN CASE THE CALL GETS DISCONNECTED
Enabling Objectives | Task
S4X Behavior Impacted
a. By the way, is the phone you are using the best number I can reach in case we get disconnected?
Notepad: Get the best callback number
MAKE IT EFFORTLESS
** CHECK FOR ANY ITG 2.0 or BLUE MUST DO | CHECK CUSTOMER TIMELINE IF CUSTOMER ACCEPTED SURVEY
Enabling Objectives | Task
S4X Behavior Impacted
a. Our system shows that you are also potentially having some difficulties with your ___ service and recommends we check that one urgently. Do you mind if I run some diagnostic on this one first?
Address Required Actions from Top to Bottom
OWN IT
MAKE IT EFFORTLESS
b. (LONG-TIME CUSTOMERS) Our system shows that you've been with Xfinity since ______. That's __ years! Thank you so much for being a loyal customer! We hope to continue doing business with you and satisfy all your entertainment needs.
Acknowledge customer's relationship with customer
SHOW APP
b. (NEW CUSTOMERS) Our system shows that you've signed up with us just recently. Thank you so much for choosing us and we hope to continue doing business with you and satisfy all your entertainment needs.
Enabling Objectives | Task
S4X Behavior Impacted
Our system detected that there is a pending work order related to your services that I need to update so we can proceed with the activation. While I am completing this, are the wires already hooked up?
ACSR: Double Click the Service Order - Go to Order Details - Change Date to current date - Change Status from Open to Completed. Finish the Order.
OWN IT | SET CLEAR EX
MAKE IT EFFORTLESS
What error do you see on the screen? (If not mentioned previously)
Include this in your documentation
DISCOVER NEEDS
Enabling Objectives | Task
S4X Behavior Impacted
How many equipment do you have in your house? Is this a replacement or additional equipment?
ACSR: Search Equipment History in Equipment Icon
DISCOVER NEEDS
Enabling Objectives | Task
S4X Behavior Impacted
(FOR CABLE BOXES) Do you still have the last 4 digits of the Serial Number of the box we need to remove from your account? It's usually at the sticker at the back or below the box tagged as MHOST SN or MCARD SN. If you don't have the serial numbers, you may also describe how it looks like and I'll cross check with the boxes on your account. I have to update your account to make sure you won't be billed for the replacement.
ACSR: Go to Equipment Icon. Search the outlet letter of the replaced box and swap with the outlet letter of the replacement. Update.
DISCOVER NEEDS
MAKE IT EFFORTLESS
Enabling Objectives | Task
S4X Behavior Impacted
(FOR CABLE BOXES) Our system shows that the box is still disabled. Basically, the leasing fee of the box is not yet applied on the account. Please give me a few minutes to apply the leasing fee, then I will send you a text message to confirm you are adding this box to the account. I'll take care of it instead of passing you to billing for us to save time.
ACSR: Search Equip and add Ao. Install code is No Truck (a01).
SET CLEAR EX
Enabling Objectives | Task
S4X Behavior Impacted
Our system shows that the box has not yet registered on the account. I will be needing the Full Serial Number of the box to have it added, then we can activate once we're done. The serial number is usually at the sticker at the back or below the box tagged as MHOST SN or MCARD SN.
ACSR: Go to Equipment Icon. Click Add, Paste the Serial Number of the box. Add the next outlet letter. Update
SET CLEAR EX
Enabling Objectives | Task
S4X Behavior Impacted
You know what, this is not the Xfinity experience we want you to have. Our system has detected that there is an outage of the services in your area. No worries, this has been reported and our technicians are working hard at the moment to have it resolved as soon as possible. From what I can see, we've already deployed our techs on field and this will be permanently resolved by ______ or sooner. This is a temporary outage and is urgently being addressed. We really appreciate your patience and understanding.
Explain that this is a temporary phenomenon and we're working on it.
SET EX
OWN IT
MIE
Enabling Objectives | Task
S4X Behavior Impacted
** If you don't mind me asking, once we're done activating this box, what movies do you plan to watch?
Build on what the customer will answer to gather Be Warm and Friendly Scores.
DISCOVER NEEDS
BWAF
** If you don't mind me asking, what plans do you have for the upcoming weekend/holiday?
** How many minutes did it take you to reach a representative?
** ROADMAP - LEGACY CABLE BOXES
Enabling Objectives | Task
S4X Behavior Impacted
Before we start, we'll check the connections and TV settings. Once everything is set, I will send a signal to fully activate your cable box. If it doesn't work, we'll provide the guaranteed and permanent resolution.
Power | Connection | Input | Error Message
OWN IT
MAKE IT EFFORTLESS
Send Signal
** ROADMAP - X1 CABLE BOXES
Enabling Objectives | Task
S4X Behavior Impacted
Before we start, we'll check the connections and TV settings. Once everything is set, I can walk you through the On-Screen Activation Process. X1 cable box is our most advance box and allows you to watch and stream through apps once activated. I am sure you'll enjoy this one, especially the voice remote control!
Make sure the XG1 or XG2 is on before activating Xi devices. No ethernet cord must be used.
SET CLEAR EXPECTATION
** ROADMAP - NO PICTURE (WEAK OR NO SIGNAL, BLACK SCREEN, BLUE SCREEN)
Enabling Objectives | Task
S4X Behavior Impacted
This message usually happens because the box is either off, the connections need to be checked, or the TV source or input does not match the connections. We'll just need to check on those, and we're ready to have your services working.
Explain the root cause of why this is happening.
SET CLEAR EXPECTATION
** TIMEFRAME - MOTOROLA 2WA Cable Boxes
Enabling Objectives | Task
S4X Behavior Impacted
After sending the signal, your box will reboot and if it doesn't turn on after a minute, kindly turn it on manually. All channels will be available right away except On Demand, Guide and Pay-per view which takes up to 2 hours to load.
Error is One Moment Please, S0A 00
SET CLEAR EXPECTATION
** TIMEFRAME - DTA and HD DTA
Enabling Objectives | Task
S4X Behavior Impacted
After sending the signal, you should be able to see all channels, but the guide will take 15 mins to load. Please do not unplug the box from the wall or the power source.
SET CLEAR EXPECTATION
** TIMEFRAME - ALL SCIENTIFIC ATLANTA/CISCO Boxes
Enabling Objectives | Task
S4X Behavior Impacted
This special type of box needs to download all updates before activation. Once it is ready, you'll see Explorer Set Top, not authorized for use. By then, kindly visit xfinity.com/activate to have this box activated.
SET CLEAR EXPECTATION
** VERIFY IF FULLY ACTIVATED by USING THE XFINITY REMOTE
Enabling Objectives | Task
S4X Behavior Impacted
Now that the box is on, please use the Xfinity Remote and see if other channels are working. Let's try three to five channels and also the volume. If the remote does not flip the channels, I'll help you pair it with the box and tv.
MAKE IT EFFORTLESS
** REMOTE CONTROL PROGRAMMING - LEGACY CABLE BOXES ONLY
Enabling Objectives | Task
S4X Behavior Impacted
Don't worry, I'll walk you through the process of activating the Xfinity remote. First, let's check if the batteries are properly installed. Can you please describe me how the Xfinity Remote looks like?
SET CLEAR EXPECTATION
** How many minutes did it take you to reach a representative? (XMAA)
Enabling Objectives | Task
S4X Behavior Impacted
Ohh.. Let me take this chance to promote the newest feature of our amazing app called Xfinity My Account. This one is free to download and you can use the app to schedule a ring from us at your most convenient time. You won't be needing to wait on the queue for a rep. You can also use this app through you voice with our X1 boxes
BAXA
** Checking Outages (XMAA)
Enabling Objectives | Task
S4X Behavior Impacted
You can now check outages and their estimated fix time using the Xfinity My Account App. You just need to have your Xfinity Username and Password. Aside from that, this is an all-around app you can use to manage your account.
BAXA
** Watching X1 shows and recordings on the go (Xfinity Stream App) - X1 Customers only
Enabling Objectives | Task
S4X Behavior Impacted
BAXA
** BOX IS ACTIVATED (HERO STATEMENT)
Enabling Objectives | Task
S4X Behavior Impacted
Congratulations! I am so happy that I was able to help you activate the box. You did a fantastic job helping me to activate and I appreciate all the help. I hope all customers are as kind as you.
SHOW APPRECIATION
** SELF-SERVICE OPTIONS
Enabling Objectives | Task
S4X Behavior Impacted
In case you need to activate other equipment in the future, you may visit xfinity.com/activate and xfinity.com/remotes if you need to program our Xfinity Remote to other TV brands.
MIE
** OFFER ASSISTANCE + HOMERUN
Enabling Objectives | Task
S4X Behavior Impacted
Any other Xfinity concerns you want me to assist you with? Based on our system, you also have ______ services from us. Please let me know if you need assistance with it.
MIE
** RECAP
Enabling Objectives | Task
S4X Behavior Impacted
Just a quick recap of what we did - you've reach us to ______
SET CLEAR EXPECTATION
** CLOSING SPIEL
Enabling Objectives | Task
S4X Behavior Impacted
I will not take so much of your time. Please take care and smile for me for the rest of the day. Again, this is ____. Thanks for choosing Xfinity as your service provider. Stay healthy.
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MODEMS:
** IF THE MODEM IS DISABLED/ACTIVE (Only swap outlets if the caller is fully verified)
Enabling Objectives | Task
S4X Behavior Impacted
How many modems do you have in your house? Is this a replacement or additional equipment?
ACSR: Search Equipment History in Equipment Icon
DISCOVER NEEDS
** IF REPLACEMENT MODEM is DISABLED and HAS NO RATE CODES
Enabling Objectives | Task
S4X Behavior Impacted
Our system shows that the modem is still disabled. Basically, the codes to make it work are not yet applied on the account. Please give me a few minutes to update this, then I will send you a text message to confirm you are adding this modem to the account. I'll take care of it instead of passing you to billing for us to save time.
ACSR: Search Equip and add Ao. Install code is No Truck (a01).
SET CLEAR EX
** IF OWNED MODEM IS NOT YET in EQUIPMENT ICON
Enabling Objectives | Task
S4X Behavior Impacted
Our system shows that your modem is not yet registered on the account. I will be needing the Full CM MAC Address that can be seen at the back portion of the modem, as well as the make and model (brand) of your device. I'll have it added first, and once done - we can proceed activating it.
E360: Go to Troubleshooting - Devices - Add customer owned modem - exit account in ACSR
SET CLEAR EX
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https://cable.customer-timeline.com/
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Wednesday
Mark Danielle Dayot
Affordable Connectivity Program (ACP)-November 15, 2021, the Infrastructure Act became law and included 14.2 billion dollars in additional funding for this internet subsidy. The Act renamed the Emergency Broadband Benefit Program into the longer-term Affordable Connectivity Program (ACP), and modified some details such as benefit amount, qualifying criteria and process requirements. This training will highlight the requirements of ACP and how it differs from EBB. Emergency Broadband Benefit (EBB) - launched in May 2021, established to help low-income households and households that have suffered a substantial loss of income get and stay connected to the Internet during the COVID-19 crisis. -designed to provide a subsidy for Internet services to help connect eligible households to jobs, critical healthcare services, virtual classrooms, and so much more. $30/month (up to $75/month for customers in Tribal Lands)
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"Let's get you set up with the products and services that best fit your needs." You will follow the credit screening guidelines based on the product selected.
"Can I provide you more information to see if you qualify for the Affordable Connectivity Program, where eligible customers can save up to $30 a month on Internet costs?" If yes, "Please visit the link to the national website where you can check your qualifications". Note: If you have access to Einstein, you can ask for their email to send them documentation that can explain the process.
The ACP makes a few important modifications to the existing EBB program, which are set to take effect on December 31, 2021. Current EBB customers will have a 60-day transition period during which their current benefit will remain unchanged. 1 1 The maximum monthly benefit changes from $50 per month to $30 per month for households not located on qualifying Tribal lands. The monthly benefit will remain at $75 per month for households on qualifying Tribal lands. 2 2 Households have new ways to qualify for the ACP, such as receiving Special Supplemental Nutrition Program for Women, Infants, and Children (WIC) benefits or having an income at or below 200% of the Federal Poverty Guidelines. This is an increase from the EBB guideline of 135%. 3 3 Households that qualified for Emergency Broadband Benefit due to a substantial loss of income from job loss or furlough since February 29, 2020, will need to requalify for the ACP using the new criteria. 4 4 ACP removes the restrictions that services must stay at the rates from December 1, 2020. Customers currently in EBB will experience a shift in pricing during the 2022 rate event.
Mark Danielle Dayot
The Affordable Connectivity Program Enrollment Process (Customer Facing)
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FCC http://www.fcc.gov/broadbandbenefit The FCC's website will contain up-to-date information about the ACP. You can share the URL with customers, particularly those who want to check their eligibility for the program or those who need to apply for eligibility using the National Verifier.
mySource https://mysource.comcast.com/icymi?topics=652134 mySource provides Xfinity sales, Bulk, and Retention agents with up to date information. You can check mySource for updated information about the ACP.
Xfinity.com Xfinity.com/ACP The ACP page on Xfinity.com will contain all of the relevant information the company currently shares with customers and the general public including current participation information. The link will be updated with ACP language on 12/31.
Einstein360 URLs vary Einstein360 will contain relevant ACP information, including the previously mentioned customer facing article which you can share with interested customers.
Mark Danielle Dayot
Xfinity’s best-in-class video experience has something to offer everyone…even our Internet customers. Xfinity X1 and Flex let our customers get all the content they want, where and when they want it... X1 Integrates… Customer’s favorite live TV and thousands of VOD choices in one location Customer’s must-have apps like Netflix, Hulu, and YouTube that are simple to navigate with the Voice Remote X1 Personalizes the Customer Experience… With recommendations and curated playlists based on what they like to watch. With Sports Zone for the sports fanatics as well as free gaming apps By providing peace of mind with Kids Zone X1 Delivers Customer Flexibility... With Streaming the entertainment they love, and the most free movies and shows on the go Flex is… Included at no cost, for Internet non-video customers, for the first 4K streaming device Incredibly easy to set up... Just plug in and connect to your Xfinity Internet to start streaming in seconds Flex Consolidates... Access to current streaming apps like Netflix, Hulu, Peacock, or Prime Video Over 10,000 free shows and movies from over 200 free apps like Pluto, Xumo, and Tubi By signing up through Xfinity, customers can put it all on one bill… Search less and watch more!
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TV the Way You Like It With Xfinity, TV is just the way you like it. That means multicultural programming, and On-Demand destinations for Black, Asian, Hispanic, and LGBTQ audiences. The Xfinity entertainment experience demonstrates Comcast's ongoing commitment to providing programming for diverse audiences and content for every customer that's easy to discover! Xfinity Speaks Your Language Xfinity X1, Stream, and Flex are available in English and Spanish, so customers can find content in their preferred language. A bilingual Voice Remote! X1 and Flex customers can search for their favorite shows, movies, and live sports using English and Spanish Commands Customers can say "Settings" into their voice remote and change their language preferences to Espanol for menus, guides, notifications, and the Voice Remote Filter Xfinity On Demand menus by shows and movies available in Spanish. Go to Popular TV Shows/Movies, select Filter, and choose LANGUAGE to change settings to Spanish Just say "SAP", or press ok on the voice remote during live TV, to set Secondary Audio Programming to Spanish for audio in Spanish when available. X1 Kids Zone is available in Spanish so kids can safely search and watch shows and movies in the language of their choice.
https://care.xfinitypartnerportal.com/
https://behaviorsinaction.cable.comcast.com/
Mark Danielle Dayot
"You've reached the right person. We're going to resolve your issue so you and your daughter can watch your show."
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"I understand you're receiving an error that says 'not authorized.' Can you confirm whether or not this error is appearing on any other channel? Also, have you tried troubleshooting yourself via Xfinity My Account to restart your X1 TV Box?"
In the future, if you want to add or remove premium channels such as HBO yourself, you can do so easily using Xfinity My Account. You can do this using the app, online, or even on your TV using X1 - it's super easy.
Mark Danielle Dayot
When the customer contacts Xfinity, the IVR will: Ask permission to locate the account. Try to identify the phone number the customer is calling from and match it to Xfinity records. If a match is found - IVR will verify the information. If no match is found, the IVR will ask the customer to enter the information.
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Based on the information provided such as address and telephone number, the IVR will: Verify it has located the right account. Provide the caller with some basic information to confirm. If it's a match, the IVR will proceed. If it's not a match, the IVR will ask for additional information to help confirm.
Next the IVR will try to find out why the customer is calling. Based on the information provided, the IVR will: Ask the customer to explain why they are calling. Ask for any additional information that will help: Provide self-service options to the caller, if available. Route the call appropriately to an agent skilled to assist the caller. Offer additional information or action, as needed.
Based on the type of request, the IVR will authenticate the customer. During the authentication process, the IVR may prompt the customer to say or enter the last 4 digits of the card or checking account on file.
Once the IVR has completed authentication, the call will be transitioned to an agent. Authenticated callers will display in both Einstein360 and OneCTI. If the IVR is unable to fully verify the account, follow the prompts in Einstein360 to ensure the customer is authenticated.
Interactive Voice Response system, or IVR
Do NOT use the term “IVR” with the customer. Instead, call it the “automated system."
The Primary user role is the account administrator. They are the person whose name appears in the internal system or is listed on Xfinity account as the account holder. Primary users are financially responsible for the account with unlimited access to all of the account's features and settings and can create, delete or suspend other Xfinity IDs on their account.
Assigned by the Primary user, the Manager role allows access to most, but not all, permissions on an account. They have access to services, settings, billing, non-credit-screening changes and contact information. They do not have access to change account-level information of service changes where credit screening is required. This is a great role option for spouses, partners, or roommates.
Assigned by the Primary or the Manager, the Member role allows access to some services and troubleshooting on an account with limited access to settings. They do not have access to billing features, service changes or contact information. This is a great role option for roommates or older children.
Assigned by the Primary or the Manager, the Viewer role allows limited access to services like Xfinity Stream and Xfinity email. They are allowed transactions similar to unverified callers, like obtaining outage details and other publicly available information. This is a great role option for younger children or anyone who needs limited access to services.
Owning It Let's take a moment to listen to an agent start the call and how "owning it" through a great greeting and listening to the customer's problem stages a really great beginning of the call. When a customer calls in to say he's sat on his remote control and now can't turn off the closed captioning. The agent takes advantage of a great opportunity. She assures her customer she can help him with the problem — and also asks to review his account to ensure he's getting the best value. She definitely owns it!
Starting the call in a warm and friendly way, owning it, and ensuring the customer feels like you're here for them gives them trust and confidence in Xfinity and what is delivered to them. This all leads to gaining the customer's trust and improving their overall experience with Xfinity. Authenticating the customer continues to build trust and helps a customer know Xfinity has their back with the information they've shared with us.
Thursday
Mark Danielle Dayot
1 .) Xfi/ xfinity internet / 2 .) False / 3 .) ITG / 4 .) Einstein360 -XPG x 5 .) xfinity my account app - xfinity app x 6 .) XPG - XM360 x 7 .) CM MAC address/ 8 .) Ultimate tv plan/ 9 .) Be warm and friendly/ 10.) Show appreciation/ 11.) Make it effortless/ 12.) Listen actively and respond appropriately/ 13.) Own it/ 14.) Be an Xfinity ambassador/ 15.) S4X behavior/
https://care.xfinitypartnerportal.com/login
CM MAC (Cable Modem MAC address
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Verified customer (not transferred) spiel mark ver 2.0
Hi! Thank you for choosing Xfinity, this is Mark and I’ll be the one to assist you today. Before we begin, may I know (your name please/who’s on the other line please)?
Okay {customer name} I can see here that you’ve called in regarding {issue shown on the cti}, is that correct?
Don't you worry because you have me on the line and I assure you that your concern is within our control and I'll definitely provide you with the best resolution to your satisfaction and should I exhaust all my resources on my end, we still have a long-term guarantee solution to your problem which is a technician appointment, okay?
As we start: First and foremost, I'd like you to know that we truly appreciate your continued patronage. Your business is our topmost priority, that is why we continue to improve and innovate to your convenience and satisfaction.
As we begin, may I know if you have tried activating this before or is this your first time? *follow-up depending on answer* by the way, have you downloaded the (xfi app/ xfinity my account app)? (*note: try to encourage customer regardless of their response)
Just to clarify and to set your expectations clear, I would like to inform you (customer name) in advance that this is a step-by-step process and we may have to run some diagnostics and send some signals to your (cable box/modem/telephone) which may temporarily interfere with any progress that you are doing right now in order for us to fully enjoy our service. So, I’m going to need your help with verifying the physical equipment, okay? Don’t you worry because I'll definitely make sure to inform you of what's happening at that moment, okay?
*run itg
*done itg
RECAP
Mr. / Mrs. Customer, today you called in regarding the (activation of your internet) and we were able to resolve the problem by following the step-by-step process thanks to our teamwork and cooperation.
Can I confirm that this resolves your concerns today? {pause for response}
May I know if you have a mobile service right now?
** if no: I see, about that matter I want to tell you that Xfinity has a mobile service and it is known as the XFINITY MOBILE. Since you are a valid customer to us then you are eligible to avail our Xfinity Mobile. this service has a lot of features and benefits;
like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans for this service, the Third Generation Plan and Second-Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig which could cost 15-30-60$ /month depending on your plan with 1/3/10gb but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED.
so, if you are interested and need more information about our service you can use the xfinity my account app to request for a call back for us to cater to your concern.
**if yes oh wow congrats of having your mobile service just a heads up, if you want to change your service you can have our mobile service which is the Xfinity Mobile. this service has a lot of features and benefits; like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans for this service, the Third Generation Plan and Second-Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED.
so, if you are interested and need more information about our service you can use the xfinity my account app to request for a call back for us to cater to your concern. For more detail, you can visit, xfinity.com/mobile
"With Xfinity app, you can manage your payments, customize your Wi-Fi network name and password, troubleshoot your devices and get personalized help whenever you need it. Just to inform you, You will also need to use your Xfinity ID when signing in.”
Alright, we’re all set! I truly appreciate any feedback on the service and experience I have provided you today, please do enjoy our Xfinity’s service and the rest of your day. Once Again, this is Mark. Thank you for choosing Xfinity. Have a great day! Bye.
NOTE:
*IF THEY HAVE INTERNET AND USE COMCAST RENTED MODEM* BUT NO X1
Xfinity Flex TV-
you are eligible for our Flex Tv Box because you have our internet service. And the good thing is it's for free. you can search less and watch more. Using a wireless 4K streaming TV Box, you can watch Netflix, Prime Video, Hulu, thousands of free movies, shows and more without switching apps or inputs. Would you want to have this service? We can add you this service, remember it's for free. Yes, that is totally fine but if you are already done thinking and made up your decision you can call us back or request for a callback using the Xfinity Application okay!
IF THEY HAVE X1 TV BOX*IF THEY DON’T HAVE TELEPHONE*
And may I ask if you already have a telephone in your home? Or do you wish to upgrade your plan subscription?
If yes, oh that's perfect. I thought you didn't have those. Anyways, if you wish to upgrade your subscription. You can call our customer service, you can visit our site xfinity.com/activate, or you can download our application which is the xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.
if not, Oh that's perfect! Did you know that _____, you are qualified for our telephone installation for free because you availed our X1 TV box? Yes, you heard that right. So, for more information, you can contact our customer service provider if you have any questions. You can visit our site xfinity.com/activate. or you can download our application which is xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.
***IF THEY HAVE TO WAIT FOR TECHNICIAN APPOINTMENT FOR MODEM
while waiting for the technician to arrive, you can have our Xfinity hotspot which you can access internet for free. Just download it to google play and app store.
*IF THEY HAVE TO WAIT FOR TECHNICIAN APPOINTMENT FOR CABLE BOX***
I do understand that you want to restore your cable box to watch movies that much. We value your business here and we hope that we can solve your concern immediately. As much as I would love to solve it right now but we did our best and did all the possible solutions and processes that can be done right now. However, having a technician would be our best solution to your problem. In order for us to fully resolve your concern, please do allow us to send you a technician to physically check your device and the wirings and in order that we can locate and know the source of the problem. There will be a possible charge of $100 if the root cause of the problem is not from the Comcast Network, services and the equipment, but if it's from our services then there will be no charge needed. But you can have an appointment for free if you use the xfinity my account app to set an appointment.
in addition to that, if you want to watch some movies for free while you wait for the technician to arrive you can also access some selection of free programming; spanning kids' educational content, fitness, TV & movies via Xfinity on Demand including on X1 and the Xfinity Stream app and web portal and also on Flex by saying “Free” into the Xfinity Voice Remote, for more details, you can visit our website: xfinity.com/stream
*IF THEY ARE UNDER INTERNET ESSENTIALS***
Thank you for calling Xfinity today. Upon checking your account, I want to let you know there is a government benefit program called Affordable Connectivity Program that could save you up to $30 a month on internet costs.
I can provide you with more information on how to see if you qualify shortly.
Alright, we’re all set! I truly appreciate any feedback on the service and experience I have provided you today, please do enjoy our Xfinity’s service and the rest of your day. Once Again, this is Mark. Thank you for choosing Xfinity. Have a great day! Bye.
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If the customer attempted to activate the equipment using the app, then agent must select yes.
We need to follow the correct process for XAPP. Avoid providing an option like “do you want me to continue the activation here on my end?” We can say “Now that your new equipment is active, please check the Xfinity App I can walk you through on how to activate the modem the good thing about this App you can schedule technician for free” or they can make their own spiels. Agent will still ITG non-compliant if they will select “no” as the customer mentioned on set that they’ve tried to activate using the app but encountered an error. Please let me know if you have questions. Thank you
We should have explained features and benefits of Xfinity products/services and how they compare to competitor’s whenever the opportunity presents itself. We should have taken the time to educate customers about available resources and tools for self-service as appropriate.
} Great! I appreciate any feedback on the service and experience I have provided you with today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day.
TOOLS
MODEM- CMAC ADDRESS
CABLEE BOX/WIRES- SERIAL ADDRESS
INITIAL
LAST NAME
FIRST NAME
PHONE #
ADDRESS
MIDDLE-
ACCOUNT #
STREET ADDRESS
ZIP CODE
XFINITY ID
LAST
CMAC ADDRESS IN THE MODEM
SERIAL ADDRESS FROM THE CABLE BOX
ACCOUNT # IS 12 DIGITS
ACCOUNT # IS 12 DIGITS
STARTS WITH 8
ASK THE CUSTOMER TO SAY THE SA ACCNT # BY 4 TO AVOID CONFUSION
MAIN TOOLS
EINSTEIN 360
To verify the customer ask the account # for security purposes
send OTP both phone # and email
- bsag gi activate na pro wala ghpn internet thats the time to troubleshoot and open and create ug tickets
- can give credits if kapila nag tawag ang customer only if na validate ug naa jd sya issue
- kng ma activate ang modem using the xfinity app. no need to ticket, but should document
ma inform si customer if ever magpa appoint or magpa schedule ug technician
XOE (xfinity order entry)- To transfer address on the customer. Or kng naay changes sa information sa customer pde gamiton ang XOE (for verification)
BILLING- We can only see a glimpse or overview
PLAN- We can see the overview kng unsa ang ,mga plans and services na gi acquire nya from the XFINITY
While catering the customer, the agent should have to document time by time.
if mag troubleshoot naa jd ITG or Trouble shooting ticket
if mag green ang services and plan na ilang gi kuha sa XFINITY from the agents end meaning online sya or fucntional
if nakalimtan ni customer ang comcast username nya, just go to "accounts" and click user preference and proceed to edit then makita na
if nakalimot sa password walk through the customer to browse xfinity.com and find change password
8771401730243060
EFFORTLESS INTRODUCTION (1)
Hi thank you for choosing Xfinity, this is ___! May I ask who am I speaking with?
-May I have your phone number associated with your account please?
(-Mind me asking what your relationship towards to the owner?)
-For security purposes may I have your account number please? I will send you a code to your ____ (last 4 digit of the phone number) To authenticate your account.
-you just called in because you wanted to activate your Internet connection?
-has this ____ worked before?
(-Since it is worked before we just need to provision your cable box/modem)
-Oh! Btw Mr. _____Did you try to troubleshoot/ access using the Xfinity my account Application in activating the Internet? (If the answer is NO, proceed to prompt)
SHOW APPRECIATION (2)
>Agent Response: “I would like to appreciate you for trying to activate your internet service on your end and congratulations with your internet service. I’m so excited to have this one up and running, I’m from the activation team and I could assist you activating your modem”
>Agent Response: “I definitely appreciate your effort for doing the troubleshooting process with me to determine what’s causing the issue. This result won’t be uncovered without your assistance. We thank you for your patience and full cooperation as we wait for our field experts to visit your home, we’re looking forward on having your services up and running soon as well as for bringing Comcast service into your home for __year/s and ___ month/s”
>Agent Response: “I understand your concern right now and thank you so much for bringing up this to our attention ma'am, this is not the kind of service that we want you to have, I am also a customer ma'am and I know how it feels I will make sure that I will provide the best and long-term resolution.”
-Okay, don't you worry I would be more than happy on help you with _______ (activating your Internet) because I only want what's best for us that's why I will make this quick and easy so you can enjoy our service right away.
BE AN XFINITY AMBASSADOR
-Oh! Btw Mr. _____Did you try to troubleshoot/ access using the Xfinity my account Application in activating the Internet? (If the answer is NO, proceed to prompt)
-You know Mr.___ you can able to activate this using the Xfinity my account Application and it is very convenient to use. You can able to set an appointment there if you need a technician, you can check the status of your account, manage your WIFI by yourself, pay bills and using this app, you can avail yourself of some voucher that you can have. Just visit our website Xfinity.com/reward and don’t you worry there is no fee on opening an account.
-Do you want to proceed on troubleshooting thru the phone or just using the Xfinity my account application.
Equipment Activation Customer Gives effort
SET CLEAR EXPECTATION (Road Mapping) (3)
-And please bear with me as I check your account to ensure everything is in place, I just wanted to inform you that here’s what we will do, we will check the connections and services if it’s properly in place, I will run diagnostics here, I will send you an activation signal and I'll partner with you with verifying the physical equipment, so we can come up with the best resolution.
-I will be more than happy to help you activate your equipment. Here’s what we are going to do, we will check the connections together, I will ask some questions while doing the activation. If an instance that your modem/cable box will not response, that’s the time that I will provide you the best resolution which is either asking assistance to higher department or sending professional depending on the result of the device health check. Can you be my eyes and ears during the process?”
-But Don’t you worry since I am here as your Service provider I definitely help with _____ (activating your internet)
-Okay so let's start
-1-Is this the only device that is connected to your Xfinity Internet? May I have the last 4 digits/characters of the Mac address of your modem right now?
When did you receive this modem (Ma’am/Sir).
Building Rapport
*Thank you for staying loyal to our company I do really appreciate it. While it is still Diagnostic it takes a few moments of time Just please stay on the line. okay.
>We will be customizing or changing your WIFI NAME and PASSWORD (just don’t use some insulting or bad Names) (ask for upper or lower cases.)
> we just need to supervision your cable box/modem
>restart the Router and Wait for 10 sec. And after that try to run some website
-2-What type of issue that are you experiencing with the XFINITY Internet? (NO, if cx
-3-Would you like to continue troubleshooting with the device that is connecting to Wi-Fi?
-4- The next step in troubleshooting will view your devices, the type of the brand, model, and the device mac. Is it okay if you allow us to view the connected devices to your Wireless Gateway?
-5-Are there any devices that are connected and working through your Wireless Gateway Network?
-6-Are you using a standalone/personal router?
-6.1-(YES)+Can you describe about the router status? like are you the owner of the router or you just rented it?
-7-(NO) +Currently what device is the best way on attempting to utilize for following troubleshooting steps in XFINITY Internet Service? Smart phones, Laptops, TV, Play Stations?
-8-What are you experiencing the most often affected like Apps, Website?
-8.1-+Does the WIFI Network name is ____?
-8.2-+Did you received a password error?
What way did your laptop connected to the internet
-8.2.1-(NO)+Can you please launch a browser and attempt to access multiple websites (e.g. www.xfinity.com, www.msn.com). Or did you already attempt to launch a browser? How many websites?
-8.2.2-+Can you please to power down/turn off your device and then turn the power on of your device.
-(8.2.2.1)-
Alright! congratulation because were all set, we successfully activate your internet connection. I am so happy that I was able to help you activating it. You did a fantastic job helping me to activate and I do really appreciate all the help.
Building Rapport
You know what Mr.____, just in case you need to activate or upgrade other equipment in the future, you may visit our website it is xfinity.com/activate or you can download our application which is Xfinity mobile app (can troubleshoot, manage WIFI network and more). That is perfectly convenient for you.
(-If yes, oh that's perfect. I thought you don't have those. Anyways, if you wish to upgrade your subscription. You can call our customer service, you can visit our site xfinity.com/activate. or you can download our application which is Xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.
-if no, Oh that's perfect! Did you know that you are qualified for our telephone installation and the good thing is it's for free because you availed our X1 TV box? Yes, you heard that right. So, for more information, you can contact our customer service provider if you have any questions. You can visit our site xfinity.com/activate. or you can download our application which is Xfinity mobile app. Any method that I have mentioned earlier is okay as long as it is convenient for you.)
Closing Spiel (4)
Just a quick recap Mr. ___, today you called in regarding ____________, and we were able to get it resolved by (following the step-by-step process) We run a diagnostic and Processing on sending you an activation signal which led on activating your _____ (Internet Connection) thank you so much for your cooperation. Can you please confirm if we resolve your concerns today? {pause for response} -Is there anything else that I can assist you today? Great! And I do really appreciate any feedback on the service and experience I have provided you today. And I see here in my end that you’ve been with comcast for ___ year/s and __month/s. Wow Thank you so much for being a loyal Customer and I hope you have an amazing rest of your day. Again, thank you so much for choosing Xfinity this is Ayn Stay safe! Stay healthy! We value your business and have a great day! Bye, Bye!
“Mr. Customer, thank you for being part of Comcast for 5 years. I know you have options but you still chose us. We really appreciate it.”
SCENARIO: Possible technician appointment (modem is offline onset) Spiel
“I will be more than happy to help you activating your equipment. Here’s what we are going to do, we will check the connections together, I will ask series of questions while doing the activation. If an instance that your modem/ cable box will not response, that’s the time that I will provide you the best resolution which is either asking assistance to higher department or sending professional depending on the result of the device health check. Can you be my eyes and ears during the process?”
SCENARIO: After troubleshooting, ITG leads to technician appointment
“Mr. Customer, we already exhausted all the troubleshooting steps that can be done over the phone and it seems that your modem/cable box is not responding to the signal that I sent out. As what you can see your modem/cable box is offline. As of this moment, we highly recommend to send out professional technician to physically check the equipment and have the outlet activated. Along with this appointment is the $100 technician appointment fee that will reflect on your next month bill”
SCENARIO: Customer objects to the technician fee
TECH RECOVERY: Spiel
“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, your business means a lot to us and we are hoping that we can have it resolved immediately. Our getting started kits are meant to be standalone and installed with no problems. Since we’ve exhausted all possible steps that can be done over the phone, we need to physically check on what is it from your home network or area that is stopping us from doing that. By sending an expert to do the installation, we can identify these external factors. This is the main reason why we have the Technician Assisted Installation fee of $100. Meanwhile, while waiting for the technician appointment, you can have our Xfinity hotspot which you can access internet for free. Just download it to google play and app store.”
TROUBLE CALL: Spiel
“I do understand that you really wanted to have your internet service up and running right away. Mr. Customer, your business means a lot to us and we are hoping that we can have it resolved immediately. We have exhausted all the possible troubleshooting steps that can be done over the phone. By allowing a technician to visit your home, he would be able to physically check your wirings and diagnose the source of the problem. The possible charge of $100 will not be applied if the problem is caused by Comcast Network, Xfinity services and rented equipment. Meanwhile, while waiting for the technician appointment, you can have our Xfinity hotspot which you can access internet for free. Just download it to google play and app store.”
SIK 30 days – in the bill cost $100
OUTAGE SPIEL
Thank you for reporting this incident and I will definitely let my supervisor know so we can monitor if this has something to do with the area. For now, I will create a Trouble call just in case this is an Isolated case so that you don't have to call back for the same issue. May I have your best number that we can notify you in case this is an outage."
Yellow light- rebooting
White Solid light – If it is working
S4X
Set clear expectations
Be warm and friendly
Own it
Show appreciation
Make it effortless
Discover needs
Listen Attentively Repeat Actively
Be Xfinity Ambassador
Wireless boxes (Xi5, Xi6, Xi3) won't work if there are no Main boxes (XG1, XG2,)
DVR – can able to save or record a movie and watch it later/ free time.
By the way, may I know if you have any mobile plans from xfinity right now?
Do you have a mobile service right now?
IF NO:
I see, about that matter I want to tell you that Xfinity has a mobile service and it is the XFINITY MOBILE. Since you are a valid customer to us then you are a eligible to avail our Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans for this service, the Third Generation Plan and Second-Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it into UNLIMITED. so, if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.
IF YES:
oh, wow congrats of having your mobile service just a heads up, if you want to change your service you can have our mobile service which is the Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans for this service, the Third Generation Plan and Second-Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it into UNLIMITED. so, if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.
XFINITY IS IN PARTNERSHIP WITH VERIZON TOWER, SO SIGNAL WILL NOT BE A PROBLEM ON THAT SINCE WE ARE USING THE SAME TOWER AS VERIZON. WE OFFER AFFORDABLE DATA PLAN THAT SUITS TO YOUR TARGETED BUDGET...VERIZON IS KNOWN FOR MOBILE SERVICES AS THEY ARE PROVIDING GOOD SERVICE. WE WE CAN USE THAT AS AN AVENUE SINCE WE ARE USING THE SAME TOWER AS VERIZON BUT IN LOWER PRICE.
Plant the Seed | Show Appreciation Plant the Seed | Show Appreciation
I really appreciate your time answering all of my questions. 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.
You mentioned earlier that you're paying ____ for your mobile services with the subscription of _____, you can actually get the same subscription for only _____ every month! Which means, you'll be getting _____savings every month and _____savings in year! And with our BYOD option, you will be able to bring your own device, port your phone number at NO EXTRA COST!
Customer Refused/Not Interested/In a Hurry
"I really appreciate your time answering all of my questions. 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. If you are busy at the moment, or need to thiink 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."
[Monday 3:56 AM] FatimaSol Laja
REMINDERS: PLEASE USE DISCOVERY NEEDS QUESTIONS BELOW TO START PITCHING IN ORDER
HOW DO YOU USUALLY USE YOUR INTERNET SERVICE?
DO YOU HAPPEN TO USE INTERNET OR ONLINE OUTSIDE HOME?
ARE FUN OF USING SMART PHONE?
WHICH DO YOUR PREFER TO USE, AN ANDROID OR IPHONE?
DO YOU HAVE EXISTING MOBILE PLAN?
HOW MANY LINE YOU CURRENTLY HAVE?
HOW MUCH DO YOU USUALLY PAY MONTHLY?
WHAT ARE THE INCLUSION OF YOUR PLAN?
Have I resolved your concern to your satisfaction?
Just to let you know that you opted to provide feedback you will be evaluating the service I have provided to you today. I won’t take too much of your time. Thank you for being the best part of Comcast. Have a nice day!”
Ghost Spiel
So for now since I can't hear any response in your end. I will disconnect the call because I need to assist more callers in the queue. You can able do a callback. Thank you and have a great day
Callback Spiel
Hi this is ___ from Comcast Activation. This is a follow up call. Because our call got disconnected earlier, so would you like to proceed with solving your issue?
(Voice mail) - Hi this is ____ from Comcast Activation. This is a follow up call regarding to your ___. Since you are not available as of the moment / I can't hear anything in your end earlier. If you’d like to proceed on solving your problem you can give us a call back or you can use the Xfinity app to request for a call back. . Thank you for choosing Comcast. Have a nice day!
(TECH APPOINTMENT)
However, having a technician would be our best solution to your problem. In order for us to fully resolve your concern, please do allow us to send you a technician to physically check your home networks and the wirings and in that we can locate and know the source of the problem. There will be a possible charge of $100 if the root cause of the problem is not from the Comcast Network, services and the equipment, but if it's from our services then there will be no charge needed.
REMINDERS: PLEASE USE DISCOVERY NEEDS QUESTIONS BELOW TO START PITCHING IN ORDER
HOW DO YOU USUALLY USE YOUR INTERNET SERVICE?
DO YOU HAPPEN TO USE INTERNET OUTSIDE in your HOME?
Is it FUN OF USING SMART PHONE?
WHICH DO YOUR PREFER TO USE, AN ANDROID OR IPHONE?
DO YOU HAVE EXISTING MOBILE PLAN?
HOW MANY LINES YOU CURRENTLY HAVE?
HOW MUCH DO YOU USUALLY PAY MONTHLY? 135 11. month
WHAT Are THE INCLUSIONS OF YOUR PLAN?
Thank you for answering all of my questions, the reason why I asked those questions is that I am seeing a big possible Opportunity/savings that we can take advantage now with our Xfinity mobile services! But before we tackle that lets Fix First your main concern which is to ______(Activation)
(AFTER ACTIVATION)
You mentioned earlier that you've been paying ____ for your mobile services with the subscription of ________, you can actually get the same subscription for only _____ every month! Which means, you'll be getting _____savings every month and _____savings in year! And with our BYOD option, you will be able to bring your own device, bring your own phone number at NO EXTRA COST!
(Highlight the latest promos available on xfinity.com/mobile)
“Mr. Customer, the reason why I am offering this to you because upon checking right here on your account, you’re prequalified for our XFINITY MOBILE service in which you can take advantage of the following:
Unlimited data for as low as $30 per line with four lines
By the gig pricing available for as little as $15 for 1 gig /month
Mix shared and unlimited data across your account
Automatically connect to millions of Wi-Fi Hot spots
Nation-wide 5G at no additional cost
No cancellation fees at all. - Meaning you can always cancel your DATA PLAN anytime without being charged.
BYOD is available on select iPhone and Android phones
- You can receive a new phone number from Xfinity or transfer an existing number form another carrier. You’ll keep your apps, contacts, pictures, and video without any hassle.
Sounds good? Let me sign you up for this! It just takes 4-5 mins.
Congratulations!
*SEND SIGNALS (I wanted to grab this opportunity to ask,)
* May I ask, do you happen to have an existing mobile plan service?
* If you don't mind, how much monthly bill do you usually pay for your mobile service?
* May I know what's the inclusion on it?
If a customer asks, "Why do you ask" the agent will say "Because upon checking right here, you are pre-qualified to
have our Xfinity Mobile service wherein you can save more money. You can take advantage of our $45 per line with
unlimited call and text and unlimited data for $30 only. Can we now proceed so that you can start saving money today?"
Planting the Seed”
“While reviewing your account, I see a great opportunity for you to save a ton of money with Xfinity Mobile and our Bring Your Own Device option. We can talk about it once I take care of your concern about…”
MOBILE PLAN:
1st of all sir/ma’am we offer the latest devices which are IPHONE 13PRO / GOOGLE PIXEL / SAMSUNG NOTE 20 / MOTOROLA PHONE for $45 per month per line.
But if you’ll be interested in having more lines, you’ll get a cheaper bundle up to $25 per line.
DATA PLAN:
Xfinity offers the most affordable and flexible data plan that suits your internet needs and budget.
You can get an UNLIMITED DATA, CALL AND TXT nationwide for only $30 per month at no cancelation fees at all.
Meaning you can always cancel your DATA PLAN anytime without being charged.
YOU CAN ALSO INFORM CUSTOMER THAT
THE GOOD THING HERE _____(Ma’am/Sir) XFINITY IS IN PARTNERSHIP WITH VERIZON TOWER, SO SIGNAL WILL NOT BE A PROBLEM ON THAT SINCE WE ARE USING THE SAME TOWER AS VERIZON. WE OFFER AN AFFORDABLE DATA PLAN THAT SUIT TO YOUR TARGETED BUDGET...VERIZON IS KNOWN FOR MOBILE SERVICES AS THEY ARE PROVIDING GOOD SERVICE. WE CAN USE THAT AS AN AVENUE SINCE WE ARE USING THE SAME TOWER AS VERIZON BUT IN LOWER PRICE.
Samsung Galaxy A13 5G "On Us"
Starting Tuesday, May 10, through June 2, Xfinity Mobile customers can qualify for a Samsung Galaxy A13 5G “On Us” when adding to a new line of service. The credit, equal to the full retail value of the device of ($249.99), will be delivered to the customer in the form of monthly bill credits spread over 24 months.
To qualify, the customer must purchase a new line of service with a Device Payment Plan (DPP) and intent to port. These eligibility requirements must be met; attempting to qualify the line using workarounds will result in a poor customer experience. Eligible customers will receive their first credit at the time of device purchase. They must activate the new line and port a number from another carrier within 30 days to continue to receive promotional credits.
The promotion will be terminated if the customer does not port/activate within 30 days, if device payments are accelerated or if the line is canceled at any time.
* how do you usually connect to your love ones?
* do you use cellphone or mobile?
* may I know if you are using an android or apple?
* Do you happen to have a mobile plan?
8666949415 - bulk
How to have a tech visit on the time & date for the Customer’s desire.
Text<WAITLIST>Sendto<266278>
FORMAT FOR NEW ACCOUNT!
NAME:
ADDRESS:
Email:
Phone#:
Service: Internet Cable Service - Gigabit Extra and popular TV (Package)
1800 PICK UPS – 1800 7425 877
WHY SENT OUT TECH if you are already sending a signal to it ?
"We are dependent on the outlet pre installed in your home, even though we might see it as active but the question lies on whether the outlet is active or wired for Comcast and this are some external factors affecting that we cant identify over the phone why modem is offline, by sending a tech out, we can identify the issue ifs on the faulty line, outlet or the modem itself and its the best resolution for us to ensure services will be fully up and running"
[2:14 AM] JohnArsal Ganot
Important!
How to process shipment for modem (Without Voice)
Go to Change of Process- Click available Campaigns: GSK > IOJ (INS: $0 SHIP- X1 KIT) > Select the ff:
Must Have - Standarship
Deposit - No Deposit
30 Day Track - 30D Xi Gsk
Kit Types - Wg2 Xi Kit (XB3) / Xi XB6 Wg / Xi XB7 Wg / Xi Xb8 Gsk
GSK Track: Gsk Install
>> Keep Clicking next until Order Details - Fill in following:
Sales Rep: 16000
Reason Code: DF (Channel- Care)
Requested Completion date: (forward 3-5 days)
Tawaganan Pa nako ni para dili mapending
ARSENIO DAVIS #5864398146
XFINITY MOBILE PITCH SPIEL
Q: Do you happen to have a mobile service right now?
Q: Mind if I ask how much does it cost you per month ?
Q: So about that monthly cost that your paying right now does it include the unlimitted data and unlimitted call and text?
Q: For this one I just want to ask if what type of phone your using right now is it iPhone or samsung?
I see so about that matter I would love to share it with you the awesome promotion of XFINITY MOBILE. Here in XFINITY MOBILE you can have unlimitted data usage and unlimitted call and text nationwide and access to millions of wifi hotspot. And you can have it for as low as $30 per month per line
Aside from that XFINITY MOBILE do offers bring your own device in which you will only paying for the data usage once your device is qualified you can have our unlimitted data plan for $30 only.
But that’s not all cause if you want also to avail our DPP or device payment plans in here you can choose your preffered mobile phone that you want to purchased and you can pay for that monthly
XFINITY APP UTILIZATION first before starting troubleshooting
advice customer to activate new equipment in XAPP
OPENING SPEIL
Hi thank you for choosing Xfinity this Lean may I know whos in the line please?
Hi CX so as I can see here in my end that you called in for the activation of your internet modem/cable box
So may I ask has this modem/cable box work before or it is the first time to activate ? May I ask is this a new added device or replacement device ?
And also is it mailed on your address or get it from xfinity store ?
Oh I see so don’t worry, cause I’am here on the line and I’m very much willing to assist you today.
So before we start I just want to inform you that this is a step by step process I’m gonna do some diagnostics here in my end and send signals to your modem/cable box and after that if the issue will still persist we will provide you the best resolution which is to send someone in your home to check root cause of the problem but don’t worry that just our back up plan Im gonna do my best here to help you with your concern.
CARE BEFORE REPAIR
I totally understand the frustration that you feeling right now cause I’am customer as well and I don’t want that instances to happen to me as well
but don’t worry cause I’m here on the line and I’m gonna help you with your concern and sort things out so that you can get your service back up and running
Cause here in xfinity we do value our customers experience
SENTIMENTS SPEIL:
By the way I seen here in my end that you’ve been with COMCAST for (STATE THE #YEARS) Wow! That’s realy great to hear and also I would like to thank you for always choosing XFINITY as your service provider, we also value your business with us. Thank you so much.
SENTIMENTS SPEIL
I truly understand the frustration that your feeling right now this is not the experience that we want you to experience. But don’t worry I will do my best here to provide you the best resolution.
CLOSE STRATEGY
Wow that’s realy great to hear that we successfully activated your equipment. Thank you so much for your awesome cooperation now you can enjoy your service right away. So before I let you go
Is there anything I can further assist you with?
If that’s the case I will not take so much of your time
Just a quick recap of what we did today you called in______
and we able to solve this by state the reso___
Can you please confirm that this resolve your concern today? Great!
I appreciate any feedback on the service and experience that I provided you today. Once again this is Lean thank you for choosing xfinity I hope you have an amazing rest of your day . Bye for now
SUP CALL DE ESCALATION SPEIL
I understand how you feel and I apologize for the inconvenience this may have caused you. Please allow me to try resolving your concerns first. If it's not resolved to your satisfaction , then I will be happy to connect you over to my supervisor.
OUTAGE SPEIL
We do apologize for the inconvenience. COMCAST is aware of the issue, and we are currently working on it. We really appreciate your patience in this matter.
XFINITY MOBILE PITCH SPEIL:
* mr/miss costumer I seen here in my end that your Eligible for our XFINITY MOBILE SERVICE , may I ask what is your Mobile service provider ? If you have one ?
Oh about that matter I just want to tell you that XFINITY do offers Mobile service we called it XFINITY MOBILE you can have this service for as low as $15/month/line on 1GB on our third generation plan and $12/month/line on 1GB on our second generation plan. And if you want unlimited data usage you can have our UNLIMITED PLAN which cost $45/month/line. But that’s not all because XFINITY MOBILE includes the unlimited call and text nationwide. AND ALSO ACCESS TO MILLIONS OF WIFI HOTS SPOTS And it is the number 1 according to ACSI american customer satisfaction Index And the good thing is there is ni term contract May I ask what type of device are you using right now ? Because this service do have equipment requirements such as Apple iPhone, Samsung Galaxy and note, Google Pixel and Apple watch. But no worries if you don’t have one of the required devices you can purchased your own device on xfinity mobile for each line of service We called it DPP or device payment plans it is avaible for mobile devices, based on your eligibility.
So mr/miss costumer you want to process it right now?
complete excemption
first IP
2ND XB6 OR XB3
LAST XB3 OR XB6
MICRO TEAM MARK DAYOT
LEAN JOY
SHANDIE
NOR-AYN
XFINTY APP for own modem
1. Launch xfinity app and sign up using your xfinity ID and password. (you must be primary user)
2. Once connection has been found, youll be prompted to START ACTIVATION.
3. FIND ACTIVE active cable outlet in your home and Connect the Coax Cable into that outlet and into the back of your modem, ensuring both connections are finger tight.
4.Plug your modems power cord into an electrical outlet.
5. Enter your modem’s 12-digit MAC number
6. Once your modem is connected to the coax cable in an active outlet and the power cord plugged into an electrical outlet, you’ll be prompted to Check your Connection
7. Once connected, Xfinity service will be activated on your modem.
8. If you have Xfinity voice and your modem activation and provisioning was successful, your Xfinity Voice number will be displayed in the success message. If you don’t have Xfinity voice you’ll receive the confirmation with no phone number.
9. Once your modem is activated, you can use the Xfinity app to see your name and online/offline
status, as well as view payment details, access Xfinity assistant for account concerns, run speed tests to the device you’re using and restart your modem.
Launch the Xfinity appss.)
XFINITY APP: for comcast rented modem
In order for you to have a free technician appointment may you please use the xfinity app? It is a purple box with a logo on it.
In order for you to personalize your Wifi username and password may you please use the xfinity app? It is a purple box with a logo on it.
The first thing you need to do is to sign using your Xfinity Id and password (must be a primary, member or a manager to access.)
press the Get Started to start the process. This activation will just take about 20 minutes.
you can navigate to the activation entry point by selecting the Account icon from the top-left corner of the Overview tab on the Xfinity app and then selecting Activate xFi Gateway or Modem under the Devices section.
After that you must scan the QR code located on the bottom part of your modem.
You can just skip the instruction if you are done doing the steps on that part by clicking the skip this instruction and after that you are ready to go.
You just need to check the connection.
PERSONALIZING WIFI NETWORK AND PASSWORD:
If an active outlet is detected, you can now proceed with personalizing your home WiFi network name and password. Enter a WiFi name and password that is easy to remember and secure. This is what you'll use to connect your personal devices to your network. Select Next.
If the cable outlet is not active, you can select Try Another Outlet and repeat steps 5 and 6 with a different outlet in your home.
Confirm the WiFi name and password you entered. If you need to make changes, simply select the back arrow in the top left-hand corner of the screen. If you are also activating Xfinity Voice, you will see your phone number on this screen. Select Confirm and Finish Up.
TECHNICIAN VISIT:
If there are no other outlets to try, select I Don’t Have Another Outlet so we can help schedule a technician visit. In that section the system will automatically give you the earliest and the best time that we have.
Note: If you’re upgrading an existing xFi Gateway with a new one or moving your service to a new address, you should be able to keep your previous settings, including the WiFi name and password. Just remember, if you change the WiFi information, you'll need to reconnect all of your devices using the new WiFi name and password. Your home network setup will now begin and can take up to 10 minutes to complete. You can enable push notifications so you can be alerted when your activation is complete.
Once your Gateway is activated, you'll need to connect to your new WiFi network. You can choose to either auto connect or manually connect the mobile device you’re using.
ADDITIONAL INFO ABOUT XFI APP:
You can now use the xFi app to access your home network settings, see who's most active on your network, pause devices, troubleshoot connection issues, and block inappropriate content and network threats.
XFINITY MOBILE PITCH SPEIL:
* mr/miss costumer I seen here in my end that your Eligible for our XFINITY MOBILE SERVICE , may I ask what is your Mobile service provider ? If you have one ?
Oh about that matter I just want to tell you that XFINITY do offers Mobile service we called it XFINITY MOBILE you can have this service for as low as $15/month/line on 1GB on our third generation plan and $12/month/line on 1GB on our second generation plan. And if you want unlimited data usage you can have our UNLIMITED PLAN which cost $45/month/line. But that’s not all because XFINITY MOBILE includes the unlimited call and text nationwide. May I ask what type of device are you using right now ? Because in this service do have equipment requirements such as Apple iPhone, Samsung Galaxy and note, Google Pixel and Apple watch. But no woories if you don’t have one of the required device you can purchased one on xfinity mobile for each line of service We called it DPP or device payment plans it is avaible for mobile devices, based on your eligibility.
So mr/miss costumer you want to process it right now?
OUTAGE SPEIL: We do apologize for the inconvenience. COMCAST is aware of the issue, and we are working on it. We really appreciate your patience in this matter , but no worries the connection will restored after we fix the root cause of the problem.
GHOST SPEIL: mr/miss costumer since I didn’t hear any response on your end . I’m gonna hang up this call so that I can manage to assist other costumer .
TROUBLE CALL SPIEL:
Mr. Customer, we already exhausted all the troubleshooting steps that can be done over the phone and it seems that your modem/cable box is not responding to the signal that I sent out. As what you can see your modem/cable box is offline. As of this moment, we highly recommend to send out professional technicia “ n to physically check the equipment and have the outlet activated. Along with this appointment is the $100 technician appointment fee that will reflect on your next month bill”
But we have the xfinity app where you can set your appoinment thru the app so that you wont pay $100 If you want I can walk you thru the process.
We can start by saying "Just a quick recap Mr. / Mrs. Customer, today you called in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today? {pause for response} 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.
Always remember to introduced Xfinity app for internet activation
* If the customer allows us to walk through using xfinity app then use the xfinity app simulator and walk through the customer for them to change wifi name and password or activate their internet
Steps using Xfi app
1. Ask for the cmac ID Last four digits
2. Ask for light condition of the modem
3. Ask the cable connection
4. Ask to powercycle the modem
5. Be and xfinity ambassador during the loading process or build connections
6. If the modem is still offline agent need to schedule a technician appoiment using xfinity app to schedule for free.
Cm mac is the original numbers
mta mac needs to add 1point in every last number or letter
Affordable Connectivity Program (ACP) The program, designed for low-income Americans, offers eligible households up to $30 off their monthly internet service, or up to $75 off for those living on tribal lands. ... That approach was designed to prevent low-income Americans from getting hit with surprise bills they couldn't afford
ACP Start last December 31,2021
Emergency Broadband Benefit (EBB)
THE FCC AND NOT XFINITY WILL DETERMINE IF THE CUSTOMER IS ELIGIBLE FOR ACP
Xfinity will not automatically enroll customers into the Affordable Connectivity Program. Customers can complete the enrollment process on their own using the digital application. If they chose to, customers can also contact Xfinity so an agent can complete the ACP application on their behalf. The following process flows highlight how both Internet Essentials and Non-IE Standard customer can complete the digital application. It will also show how to use the appropriate Einstein360 form to complete the application on a customer's behalf.
If a customer has not completed National Verifier, advise the customer that ACP enrollment is dependent upon qualification through the National Verifier, available at https://nationalverifier.servicenowservices.com/lifeline Remember, eligibility for the Affordable Connectivity Program is determined by the Federal government through National Verifier, not Xfinity.
When interacting with customers you should share two important points about the Affordable Connectivity Program: First, the Federal Communications Commission (FCC) determines who is eligible for the ACP and corresponding benefits, not Xfinity. Second, eligible customers must enroll in the program to receive the subsidy. Xfinity provides program details, a link to the National Verifier site, and the enrollment form on xfinity.com/ACP.
*list of eligible family
1. MEDICAID
2. TRIBAL
3. WIC
4.FEDERAL PUBLIC HOUSING ASSISTANCE
5.VETERANS AND SUVIVOR PENSION BENEFITS
THE CUSTOMER NEEDS TO COMPLETE THEIR APPLICATION USING THE XFINITY.COM/ACP
ACSR CODES AND RESEARCH TOPIC
* The three areas where you will be spending the most time researching codes in CSG are the:
Customer Account Screen.
Account Information Screen.
ASSESSMENT
Customer Service Screen.
INTERNET SERVICE /
FALSE /
ITG / INTERACTING TROUBLESHOOTING GUIDE /
XM360 X (XPG)
XFINITY APP /
ACSR/ ADVANCE CUSTOMER SERVICE REPRESENTATIVE X ( XM360)
CM MAC ID /
ULTIMATE TV /
BE WARM AND FRIENDLY /
SHOW APPRECIATION /
MAKE IT EFFORTLESS /
LISTEN ATTENTIVELY AND RESPONSE APPROPRIATELY /
OWN IT /
XFINITY AMBASSADOR /
15.S4X BEHAVIOR /
TCD 2 CABLE BPX ACTIVATION LEAD TO TECHNICIAN APPOINMENT:
OPENING SPIEL
AGENT: Hi thank you for choosing xfinity this is JOY may I know whos in the line please ?
CX: RESPONSE
AGENT: Hi! CX for me to pull up your account may I have your phone number that is associated in your xfinity account and may I also have your street address please?
CX: RESPONSE
AGENT: Thank you so much for that . For security purposes may I also have your xfinity account number please?
CX: RESPONSE
AGENT: So CX as I see here in my end . You called in for the activation of your XFINITY VOICE or Your telephone .
Thank you for the initiative of bringing this to us. And don’t worry cause the right person is on the line and I will be very glad to help you with your concern.
Before we start . May I ask has this telephone work before or it is the first time ?
CX: RESPONSE
AGENT: Oh I see . So CX before we start I just want to inform you that this is a activation process , so we need to follow the step by step process so that we can come up the best resolution . to set your expectation, since your modem has a solid online light. I will send an activation signal to the modem. All lights will turn off except for the power light. The modem will boot up and it would take approximately 3 to 5 minutes. I will check the response from the modem and I’ll let you know when to access a website. However, if you’re unable to access a website, we’ll do basic troubleshooting. If we’re still unable to connect, I need to send someone for you so that we can check the connections. Do not worry because that’s just our back-up plan. I will do my best to activate your modem, okay?
BUILD CONNECTION: By the way CX how is your day today .
CX: RESPONSE
AGENT: That’s really great to hear! You know we need to be positive to our thinking and insight in life so that we can stay happy eventhough we face a lot of instances nowadays specially this pandemic it is really you know frustrating there are a lot of things that we cant do because of this pandemic. But still enjoy life with our family by watching movies or eat together you know those family stuff. Well anyway . Lets start with the first step
RUN ITG
DURING THE LOADING PROGRESS BUILD CONNECTION
TROUBLE CALL SPIEL:
Mr. Customer, we already exhausted all the troubleshooting steps that can be done over the phone and it seems that your modem/cable box is not responding to the signal that I sent out. As what you can see your modem/cable box is offline. As of this moment, we highly recommend to send out professional technicia “ n to physically check the equipment and have the outlet activated. Along with this appointment is the $100 technician appointment fee that will reflect on your next month bill”
INTRODUCED THE XFINITY MY ACCOUNT APP AS APPOINMENT SETTER
MR.CX for you to not pay $100 technician appointment fee , you can set your technician appointment using our XMAA , there will be no corresponding charge that will reflect in your bill. Its totally free so if you have the app you ca set the appoint right away.
IF THECUSTOMER AGREE TO SET AN APPOINMENT USING XMAA PROCEED TO CLOSE SPIEL
CLOSE SPIEL:
AGENT: So is there anything I can assist you with ?
CX: RESPONSE
AGENT: Before we end this call . Just a quick recap of what we did today . You call to activate your box , but the over-the-phone troubleshooting didn’t work , so we set an technician appoinmet using the xfinity my account app so that you wont pay the $100 technician fee.
Well MR.CX just wait for the technician to arrive on your place and also for the health protocol
May I ask if theres an active COVID-19 cases in your household ?
CX: RESPONSE
AGENT: Perfect! And also if you have some pet dogs please secure them for the safety of our technician and yours as well,
By the way Thank you so much for your choosing XFINITY once again this is JOY . Stay safe , have a nice day and BYE for now.
________________________________________________________________________________________
THIRD GENERATION PLAN
By the Gig
Choose between three data amounts. Available for single lines, or to share across all By the Gig lines in your account. Cost is not prorated based on usage.
1 GB: $15/month.
3 GB: $30/month.
10 GB: $60/month.
If you go over your chosen amount, just keep using data at an additional $15/GB or change to a larger amount.
Unlimited
$45/1 line per month.
$80/2 lines per month ($40/month per line).
$100/3 lines per month ($33.33/month per line).
$120/4 lines per month ($30/month per line).
5 or more lines: an additional $20 per line after the fourth line.
PLAN DETAILS
4G and 5G devices in 4G service area
By the Gig defaults to HD resolution (720p for phones, 1080p for tablets).
Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to Unlimited on 4G device to get higher-quality cellular service during network congestion.
Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data.
Data Saver is available for By the Gig. (4G devices only)
Mexico and Canada Call Pass is available per line.
5G devices in 5G service area
4K video resolution for phone
WAYS TO SAVE MONEY
Mix and match your chosen By the Gig data amount with Unlimited lines.
Switch between By the Gig and Unlimited.
Change to a larger or smaller Gig shared data amount.
RESTRICTIONS
Reduced speeds after 20 GB of usage per line.
In times of congestion, data for Unlimited customers with 4G devices may be temporarily slower than other traffic.
SECOND GENERATION PLAN
DATA OPTIONS
By the Gig
Choose between three data amounts. Available for single lines, or to share across all By the Gig lines in your account. Cost is not prorated based on usage.
1 GB: $12/month.
3 GB: $30/month.
10 GB: $60/month.
If you go over your chosen amount, just keep using data at an additional $12/GB or change to a larger amount.
Unlimited
$45/line per month.
PLAN DETAILS
By the Gig defaults to HD resolution (720p for phones, 1080p for tablets).
Unlimited defaults to standard resolution (480p); go to HD resolution with HD Pass. Also, add HD Pass to get higher-quality cellular service during network congestion.
Personal hotspots are 4G LTE on By the Gig and 600 Kbps on Unlimited data.
Data Saver is available for By the Gig.
Mexico and Canada Call Pass is available per line.
WAYS TO SAVE MONEY
Mix and match your chosen By the Gig data amount with Unlimited lines.
Switch between By the Gig and Unlimited.
Change to a larger or smaller By the Gig shared data amount.
RESTRICTIONS
Reduced speeds after 20 GB of usage per line.
In times of congestion, data for customers with 4G devices may be temporarily slower than other traffic.
Error Code: XRE10000 Reason of the error code is no enough signals RDK 03010 Code - it can be about the wiring or cable wire Status code- it also because of the signals If those code are in the CX TV screen run NO PICTURE ITG If error messages would appear on CX tv screen still run NO PICTURE ITG
L Image download failed.
ACSR CODES
IO1- STANDARD CODE
IO2- STANDARD CODE FOR NO TRUCK
16000 SALES REP CODE
EQ: EQUIPMENT CODE
N: CABLE
O: INTERNET
T: TELEPHONE
L
INTERNET PACKAGES
*CONNECT
up to 50 MBPS for $59/month
for 12 months with 1 year term contract
Taxes and Equipment not included
*CONNECT MORE
up to 100 MBPS for $79/month
for 12 months with 1 year term contract
Taxes and Equipment not included
*FAST
up to 300 MBPS for $89/month
for 12 months with 1 year term contract
Taxes and Equipment not included
*SUPERFAST
up to 600 MBPS for $99/month
for 12 months with 1 year term contract
Taxes and Equipment not included
*ULTRAFAST
up to 900 MBPS for $109/month
for 12 months with 1 year term contract
Taxes and Equipment not included
*GIGABIT EXTRA
up to 1200 MBPS for $119/month
for 12 months with 1 year term contract
Taxes and Equipment not included
TV/CABLE PACKAGES *CHOICE TV10+ channels$30/monthNo term contract. Does not include $16.75/month broadcast TV fee. Price subject to change.
Taxes and Equipment not included
*POPULAR TV125+ channels$70/monthNo term contract. Does not include $16.75/month broadcast TV fee and $14.35/month regional sports fee. Price subject to change.
Taxes and Equipment not included
*ULTIMATE TV
185+ channels$90/monthNo term contract. Does not include $16.75/month broadcast TV fee and $14.35/month regional sports fee. Price subject to change.
Taxes and Equipment not included
*CHOICE SELECT TV
$0.00/Month with internet service. First Free box add $5 additional box (up to 2 additional boxes only). PHONE SERVICE *XFINITY VOICE$30/MONTHUnlimited nationwide callingSpam call blocking TechnologyReadable voice mailCaller ID in your TV when you get X1No term contract. Taxes and Equipment not included
CONNECT /
CONNECT MORE /
FAST /
SUPERFAST /
ULTRAFAST /
GIGABIT EXTRA /
FAST /
CONNECT /
GIGABIT EXTRA /
SUPERFAST /
ULTRAFAST /
$14 xfi complete /
CHOICE TV /
POPULAR TV /
CHOICE SELECT TV /
ULTIMATE TV /
185+ /
125+ /
$8.50 /
TRUE X
COAXIAL CORD / POWER CORD
2 Boxes /
TRUE X
21/25
do you have mobile service right now?
if no:
I see, about that matter I want to tell you that Xfinity has a mobile service and it is the XFINITY MOBILE. Since you are a valid customer to us then you are a eligible to avail our Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans on this service, the Third Generation Plan and Second Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED. so if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.
if yes
oh wow congrats of having your mobile service just a heads up, if you want to change your service you can have our mobile service which is the Xfinity Mobile. this service has a lot of features and benefits like you can have an unlimited nationwide talk and text, Access to millions of Xfinity Wi-fi hotspots, no term contract and many more. We have 2 plans on this service, the Third Generation Plan and Second Generation Plan. Those Plan has three data amounts but it is only available for single line and we called it the by the Gig but if you want it to be available up to 10 lines then you can just upgrade it to UNLIMITED. so if you are interested and need more information about our service just call our hotline which is the 1800 XFINITY or 1800-9346489.
TELEPHONE ACTIVATION TOPIC
* DO NOT TELL THE CX TO RESTART THERE MODEM INSTEAD SEND A RESET/RESTART SIGNAL
[8:26 PM] Abegail Bungubung
opening speil -acknowledge-verify nimo account pngutan-on sa phone no. or account no -lookup-Before we proceed we need to check up first the physical connection and then I will walk you through the on screen activation-May I know what have you done so far-walk through si cx sa pag set-up sa box-how many set up box do we need to activate-ask the sn no if more than one ang box-is this a new box or a replacement box yes-screwed in the coaxial cord to the cable in at the back of your set up box and connect the otheir end to the wall cable outlet make sure that it is finger tight,right to tighten and left to loosen - hook up the hdmi cord to the hdmi out port on your tv box and connect the other end to the hdmi input on your tv make sure that it matches the input on your tv box-plug in the power cord to the box and connect the other end to the power outlet-May I know if you are seeing a light that appears on top of your tv box-Turn on the TV using your TV Remote-Press Setup button and highlight hdmi-May I know what are u seeing right now on ur screen?
[8:29 PM] Abegail Bungubung
-Select you preferred language and then next to that is that you have that option to use your voice guidance in using your remote so if you don't need to use the voice guidance just select no and yes if you want to use voice guidance
[8:30 PM] Abegail Bungubung
-for you to access your TV box you need to enter your last 4 digit of your phone number using the number button
[8:34 PM] Abegail Bungubung
-The main menu will then download.
[8:35 PM] Abegail Bungubung
-pitching
[8:36 PM] Abegail Bungubung
-once the download is complete you will have to name your device so u can select the peset name or customize a name
[8:37 PM] Abegail Bungubung
-pairing -- refer sa xfinity.com/remote para sa instruction
[8:42 PM] Abegail Bungubung
after pairing it will lead to programming and most likely it will take few minutes
[8:43 PM] Abegail Bungubung
after that you will see a live tv channels.
[8:43 PM] Abegail Bungubung
can you pls confirm if you are seeing live channels on your end?
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