Notes

consists of symbol, letter, and number and pls avoid offensive words. the good thing about this xfinity application is that to control the WIFI experience of the users inside the house. change the WIFI name and password configure the settings .and also pause devices from using the internet when it is mealtime or sleep time. and if u are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; connect the coax cable to the barrel connector

hi, i Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _JEN____ and our system shows that you are calling regarding _iNTERNET ACTIVATION____. Is this correct?
May i ask your first and last name pls so i can address u properly.
I appreciate you bringing this to our attention. I'll exhaust everything to resolve your concern about _INTERNET ACTIVATION_______, so YOU CAN CONECT___. I'll be your partner and resolution expert.
this is the heads up of what we gonna do,
We'll first check the connections and power of the modem. WHAT HAVE U DONE SO FAR? DID U TRY TO CONNECT THE COAX CABLE AND POWER UP?
IT IS A BLACK CYLINDRICAL WIRE AND THE TIP OF IT IS A HOLE WITH A PIN IN THE CENTER PLS SCREW IT IN TO THE MODEM, THEn CONNECT THE OTHER SIDE TO THE CABLE WALL OUTLET, THEn POWER UP.
Then, we'll utilize the XFINITY APPLICATION to activate your modem, then set the WIFI name and password if necessary. In case the outlets in your house are not yet active or you don't have outlets yet, I can walk you through on how to set an appointment through the app

ARE U FAMILIAR WITH XFINITY APPLICATION?

IT IS AN APP WHICH WE GONNA USE TODAY TO ACTIVATE YOUR MODEM. ( and this xfinity application u can use it to control the WIFI experience of the users inside the house. change the WIFI name and password configure the settings .and also pause devices from using the internet when it is mealtime or sleep time. and if u are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; )
ARE U USING AN ANDRIOD OR AN IPHONE?

SINCE U ARE USING AN ANDRIOD, I WANT U TO GO ON A PLAY STORE AND DOWNLOAD THE XFINITY APP, IT HAS A PURPLE BACKGROUND AND WHITE BIG LETTER X INFRONT.

ARE U DONE DOWNLOADING IT?

TO GET STARTED (or tap the account icon on upper left portion of screen and tap Activate Xfi Modem/Gateway)
2. Use Camera or Enter Code Manually
IF NO CAMERA OR QR CODE DONT U WORRY U GOT AN EXPERT ON THE LINE AND I WILL BE ABLE TO HELP U. U NEED TO ENTER A CM MAC CODE LOCATED IN WHITE STICKER AT THE BOTTOM OR BACK OF THE MODEM.
3. (Connect Coax Cable and Power Up
IT IS THE BLACK CYLINDRICAL WIRE IT COMES INSIDE THE BOX OF MODEM WHEN U ACQUIRE IT, THE TIP OF IT IS ROUND HOLE WITH A PIN IN THE CENTER, PLS SCREW IT IN TO THE BARREL CONNECTOR IN THE MODEM, THEN CONNECT THE OTHER SIDE TO THE CABLE WALL OUTLET, THEN CONNECT THE POWER UP TO THE MODEM.)
MAY I ASK U WHAT IS THE COLOR OF UR MODEM ?
WHAT IS THE STATUS OF THE THIRD ICON IN FRONT OF THE MODEM? ITS TAGGED AS ONLINE LIGHT,
OH CONGRATULATIONS IT MEANS U ARE RECEVIENG A SIGNAL FROM IT.
4. Check Connection
THIS WOULD TAKE AROUND 5 TO 10 MINUTES

While we're running some diagnostic checks, would you mind if I ask a few questions?
how are you today? do you like going out?
[10/17 11:35 AM] Jenevieve Toroba (Guest)
are you currently subscribed to any mobile carrier services? How's your experience so far?
How much are you paying per month?
oh its very expensive to be paying that amount

Is that unlimited data?    
oh and u know we also offer a xfinity mobile which has a very low rate and u can definitely save big. we have by the gig which start from 1gb for 15$, 2 gb for 30$, and 10gb for 6o$, we also have the unlimited which is 1 line for 45$ 2 lines for 60$, 3 lines for 90$, and the amazing things here is that when u connect up to 5 lines u will be paying 20$ per line only. Are u interested in getting data services with us?

I really appreciate your time answering all of my questions. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account, can i have ur phone number pls? when is the best time to call u? Thank you so much for answering my questions - I hope to hear from you again soon."

[10/17 11:43 AM] Jenevieve Toroba (Guest)
May i ask what is the status of ur internet? are u connected right now? the application will ask u to change ur wifi name and password. pls put a minimum of 8 characters consist of letters, numbers, and symbol and pls avoid offensive words.

to check if the connection is working, can u browse for me atleast 3 webiste pls. oh congratulations u are now fully connected to the modem internet.

[10/17 11:49 AM] Jenevieve Toroba (Guest)
Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to_activate ur modem____ and we discovered that its ur first time activation____so we _downloaded Xfinity application_and luckily u are able to connect and u succesfully browse 3 website__ Can you confirm that this resolves your concerns today? {pause for response} Great! I'll now tag your ticket as resolved. I would sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, and also remember u are worth it. again this is Jen___ from Xfinity. Goodbye.
s2, is this ur first time activation?
[10/18 8:45 AM] Jenevieve Toroba (Guest)
hi, i Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _JEN____ i can see on our system that you are calling regarding _iNTERNET ACTIVATION____. Is this correct?

May i ask your first and last name pls so i can address u properly.
ok Ms. ______
I appreciate you bringing this to our attention. I'll exhaust everything to resolve your concern about _INTERNET ACTIVATION_______, so YOU CAN CONECT___. I'll be your partner and resolution expert.

[10/18 9:17 AM] Jenevieve Toroba (Guest)
Ms.___ is this ur first time activation?
oh its ur first time congartulations for acquiring our latest modem. so this is the heads up of what we gonna do, first check the connections and power of the modem. WHAT HAVE U DONE SO FAR? DID U TRY TO CONNECT THE COAX CABLE AND POWER UP? i want u to connect that BLACK CYLINDRICAL WIRE AND THE TIP OF IT IS A HOLE WITH A PIN IN THE CENTER PLS SCREW IT IN TO THE MODEM, THEn CONNECT THE OTHER SIDE TO THE CABLE WALL OUTLET, THEn POWER UP.
Then, we'll utilize the XFINITY APPLICATION to activate your modem, then set the WIFI name and password if necessary. In case the outlets in your house are not yet active or you don't have outlets yet, I can walk you through on how to set an appointment through the app.
ARE U FAMILIAR WITH XFINITY APPLICATION?

IT IS AN APP WHICH WE GONNA USE TODAY TO ACTIVATE YOUR MODEM.
ARE U USING AN ANDRIOD OR AN IPHONE?

SINCE U ARE USING AN ANDRIOD, I WANT U TO GO ON A PLAY STORE AND DOWNLOAD THE XFINITY APP, IT HAS A PURPLE BACKGROUND AND WHITE BIG LETTER X INFRONT.
ARE U DONE DOWNLOADING IT?
i just want this xfinity application u can use it to control the WIFI experience of the users inside the house. change the WIFI name and password configure the settings .and also pause devices from using the internet when it is mealtime or sleep time. and if u are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; )

TO GET STARTED (or tap the account icon on upper left portion of screen and tap Activate Xfi Modem/Gateway)
2. Use Camera or Enter Code Manually
IF NO CAMERA OR QR CODE DONT U WORRY U GOT AN EXPERT ON THE LINE AND I WILL BE ABLE TO HELP U. U NEED TO ENTER A CM MAC CODE LOCATED IN WHITE STICKER AT THE BOTTOM OR BACK OF THE MODEM.
and now tap on the check connection.
4. Check Connection
THIS WOULD TAKE AROUND 5 TO 10 MINUTES.
Ms.___ is this ur first time activation?
oh its ur first time congartulations for acquiring our latest modem. so this is the heads up of what we gonna do, first check the connections and power of the modem. WHAT HAVE U DONE SO FAR? DID U TRY TO CONNECT THE COAX CABLE AND POWER UP? i want u to connect that BLACK CYLINDRICAL WIRE AND THE TIP OF IT IS A HOLE WITH A PIN IN THE CENTER PLS SCREW IT IN TO THE MODEM, THEn CONNECT THE OTHER SIDE TO THE CABLE WALL OUTLET, THEn POWER UP.
Then, we'll utilize the XFINITY APPLICATION to activate your modem, then set the WIFI name and password if necessary. In case the outlets in your house are not yet active or you don't have outlets yet, I can walk you through on how to set an appointment through the app.
ARE U FAMILIAR WITH XFINITY APPLICATION?

IT IS AN APP WHICH WE GONNA USE TODAY TO ACTIVATE YOUR MODEM.
ARE U USING AN ANDRIOD OR AN IPHONE?

SINCE U ARE USING AN ANDRIOD, I WANT U TO GO ON A PLAY STORE AND DOWNLOAD THE XFINITY APP, IT HAS A PURPLE BACKGROUND AND WHITE BIG LETTER X INFRONT.
ARE U DONE DOWNLOADING IT?
i just want this xfinity application u can use it to control the WIFI experience of the users inside the house. change the WIFI name and password configure the settings .and also pause devices from using the internet when it is mealtime or sleep time. and if u are outside your house, you may connect to Xfinity Wifi Hotspot using your Xfinity Email's username; )

TO GET STARTED (or tap the account icon on upper left portion of screen and tap Activate Xfi Modem/Gateway)
2. Use Camera or Enter Code Manually
IF NO CAMERA OR QR CODE DONT U WORRY U GOT AN EXPERT ON THE LINE AND I WILL BE ABLE TO HELP U. U NEED TO ENTER A CM MAC CODE LOCATED IN WHITE STICKER AT THE BOTTOM OR BACK OF THE MODEM.
and now tap on the check connection.
4. Check Connection
THIS WOULD TAKE AROUND 5 TO 10 MINUTES.

While we're running some diagnostic checks, would you mind if I ask a few questions?
how are you today?
do you like going out?

are you currently subscribed to any mobile carrier services? How's your experience so far?
How much are you paying per month?
oh its very expensive to be paying that amount

Is that unlimited data?
oh and u know we also offer a xfinity mobile which has a very low rate and u can definitely save big. we have by the gig which start from 1gb for 15$, 2 gb for 30$, and 10gb for 6o$, we also have the unlimited which is 1 line for 45$ 2 lines for 60$, 3 lines for 90$, and if u will add a second line of unlimited or by the gig it makes trhe first line of unlimited for 30$ only. and the amazing things here is that when u connect up to 5 lines u will be paying 20$ per line only. so if i could give u lower mobile data rates and monthly discount .Are u interested in getting data services with us? (would you be interested switching data provider?)
I really appreciate your time answering all of my questions. If you are busy at the moment or need to think about it first - I can schedule a ring on your most convenient time while we check for the best offer for your account, can i have ur phone number pls? when is the best time to call u? Thank you so much for answering my questions - I hope to hear from you again soon."

ok so back to the modem activation . what is the status of ur internet? or what do u see in screen right now?

the appilication will tell u to change wifi name and password , the password compose of atleast 8 characters letters, numbers,and symbol. and pls avoid offensive words.

to check if the connection is working, can u browse for me atleast 3 webiste pls. oh congratulations u are now fully connected to the modem internet.
Is there any Xfinity-related concern I may help you with? Alright - just a quick recap - today you called in to_activate ur modem____ and we discovered that its ur first time activation____so we _downloaded Xfinity application_and luckily u are able to connect and u succesfully browse 3 website__ Can you confirm that this resolves your concerns today? {pause for response} Great! I'll now tag your ticket as resolved. I would sincerely appreciate any feedback on the service and experience I have provided you today. Appreciate your kindness, and also remember u are worth it. again this is Jen___ from Xfinity. Goodbye.
PST DAY 02

TOOLS
1. AHT- DURATION OF THE TIME (15 MINUTES)-(1000 SECONDS)
2 .tMPS- FEEDBACK
0-6/TRACTOR
7-8/ PASSIVE
9-10/PROMOTER
3. CPR- CUSTOMER PROBLEM RESULOTION 100%
4. SENTIMENT- NO DEAD AIR (60 SECONDS )
DESESCALATE CALL(if the customer is overly irate then first solve the issue ask apology and emphaty if still irate then call the supvervisor.(i understand that u want to talk to our supervisor but can i know whats the reason? dont worry im ur technical support today and i will do my best to help you and if im not able to resolve ur issue i will transfer u to my supervisor.)
- PA KALMAHON ANG CUSTOMER
- SELL YOUR SELF
WE UPGRADE / DOWN GRADE( DILI TA GA CANCEL- DISCONNECTION )
(WE ALLOWED TO CALL BACK 1)
*SUPCALL
*CALLBACK
TP Line of business
*INTERNET-
*HOME SECURITY- not part in call
*TELEPHONE,
*CABLE/TV-
*XFINITY MOBILE- only for peach and sale Xfinity mobile, activation is not part, and activate sim card to xfinity mobile is not part too.



During the call in Einstien if no banner pop up, ask the first name and last name then click lookup, if account not found then ask for the phone number( Mr. Smith i try to lookup for ur account but i could not found it, can u pls give me ur phone number associated with ur account, to pullup ur account.)

if there are many name found on the system , then ask for account number,account number start with 8 and has 16 digits, if they cant remember then ask address, (can u pls verify to me ur service address)

5 minutes identify the customer issue, 10 minutes provide solution, 15 closing the call

in OVERVIEW TAB, u can take note to the issue of customer( Jen calling Mr. Smith regarding internet activation...)
in ACCOUNT TAB click ''users and preferences'', u can see customer phone number then u can edit if customer wants to change number, if the customer wants to add authorize user to his account then u click ''share how to manage my account''
BILLING & PAYMENT , u can see why customer bill increase.
TROUBLESHOOTING, click ITG, then u can see line of businees, if the issue is about internet then click connection issues, if customer said he have low connection then Launch ITG.
If customer is looking for supervisor?
provide AER-



issue is tv remote-ask probing question,''is that a volume button or channel button that u cant use''?




in Einstien if customer cant provide account number and username in comcast(Xfinity ID) then ask for.......



if ang issue is about MODEM- then ask for CMMAC adrress (0-9 a-f) if CABLE BOX then ask for serial number (12 digits)
''U are having issue with ur cable box, in order for me to pull up your account can i have ur serial number located in the cable box''.
send code via email, asking the account number, last 4 digits visa card , last digit of social security number



authentication process- if PARTIALLY VERIFIED then ask for full name, service address
send code to customer email, if customer did not use the email anymore, then ask for account number,
the customer can see account number to paper bill that comes with xfinity product and also u can see in xfinity application. or how about visa card that expiring on 11/25, or credit card.



if customer is NOT listed as AUTHORIZE , then go to ACSR and look for the biller and type customer name ask ''may i know who's name in the account?'' if the caller give correct name of owner then ask more ''is the account owner is at home or can i call him and can i ask him''? then ask permission that u will make changes in the account.

we cannot add or allowed to list them as authorize

if customer is fully verified, ask customer name.
''to whom i have pleasure talking to''?



if customer say the context is not correct, then ask ''can u tell me more about it''?
thank u for helping me understand ur concern. Rest assured i will do everything on my end to help pinpoint where the problem is and find the best solution



if customer calling and not covered to ur resources like pulling out the accountif more than 30 seconds then do cold transfer
coold transfer is transfering a customer to other representative
warm transfer is transferring the customer to other representative by proper handshake or introducing the issue to other representative.

use xfinity for greetings, ask the name. if partially verifed use einstien , use context, provide context feedback.

if the context is wrong ASK THE CUSTOMER ABOUT WHAT HIS CONCERN then click, No, THEN NOTE THEIR REASON OF CALLING.

modem activation- ask if first time, check ascr kung na add na ang modem sa account, if cmmac is their the status should be active. check acsr if the cmmac address is there.if its not in inventory then agent must add the modem on the account, copy the cmac adrees then remove and create new then paste then update, check if there is pending order. 2. then ask if modem is rented or owned by customer. after u added the modem to account, then tell the customer about Xfinity application
TYPES OF CABLE BOX
XG1 ,XG2,XG3,XG4 RNG150N

Mother box or Main box are
ARRIS and Pace XG1v3, ARRIS and Pace XG1v1, ARRIS XG1v4(Wireless cable box), Pace and Samsung XG2,

ARRIS XG1v4 is a wireless cable box that will only function when connected to the internet.
Hooking up the cable box is the same thing as to modem. Connect the round tip with a pin in the center to the cable box, then connect the other side to the cable wall outlet, then connect HDMI

Pace Xi3, Pace Xi5, Arris Xi6: this cable box will only work when they have main box

REMOTE: XR2, XR5 is non voice remote
XR11, XR15, XR16 is a voice remote control.

SSO (Self Service Options)
(at the end of ur call u can sale xfinity mobile, or during dead air u can also promote the app)
XMAA- XFINITY MY ACCOUNT APP -you can download this to access ur account , u can pay bills, u can check the services u acquire with Xfinity
XAPP- you can download xfinity application to control the wifi settings
Xfinity Stream App- TV CABLE you can download this app to watch movie on the go, or u can still see movie wherever u are.

8 S4X BEHAVIORS
1. Be warm and friendly
2. own it
3. MIE
4. listen appropriately and respond accurately
5.DN
6.SEC
7.BAXA
8.SA
INTERNET SERVICES
*CONNECT-----------75mbps upload is 10 cost 59$
CONNECT MORE------200mbps
FAST---------------400mbps
SUPER FAST---------800MBPS
ULTRAFAST----------900MBPS
GIGABIT XTRA--------1.2GB
GIGABITX3

UNLIMITED INTERNET IS XFI COMPLETE WHICH IS 25$
XFI ADVANCE SECURITY
INTERNET ESSENTIALS

TYPES OF CABLE BOX
XG1 ,XG2,XG3,XG4 RNG150N, X1 (XGIv1, XG1v3, XG1v4, XG2)
RECEIVER BOX (Xi2, XiONE, Xi5, Xi6)

FLEX BOX Xi6, XiONE IF THE CUSTOMER HAVE XFINITY MOBILE ALREADY, THEN SALE FLEX BOXES, ITS FREE FOR THE FIRST BOX, IF THE CUSTOMER WANT TO GET 2 FLEX BOX THEN ADDITIONAL 5$ EACH BOX, IN FLEX BOXES ONLY STREAMING BOX IS AVAILABLE, IT DOES NOT HAVE A LIVE OR LOCAL CHANNELS.

CABLE PACKAGES ARE CHOICE TV 30$, POPULAR TV 70$, ULTIMATE TV 90$, RENTAL FEE OF CABLE BOX IS 8.50$,
FOR MODEM ITS 14$.
CANT SUBSCRIBE BOTH FLEX AND CABLE PACKAGES

MOTHER BOX or MAIN BOX are
ARRIS and Pace XG1v3, ARRIS and Pace XG1v1, ARRIS XG1v4(Wireless cable box), Pace and Samsung XG2,

ARRIS XG1v4 is a wireless cable box that will only function when connected to the internet.
Hooking up the cable box is the same thing as to modem. Connect the round tip with a pin in the center to the cable box, then connect the other side to the cable wall outlet, then connect HDMI OUT TO TV , then connect the power port to the power source.

Pace Xi3, Pace Xi5, Arris Xi6: this cable box will only work when they have main box
REMOTE: XR2, XR5 is non voice remote
XR11, XR15, XR16 is a voice remote control.

cmmac 0-9 a-f if rented then focus on cmac, if owned modem then ask for HF CMAC
EINSTIEN 360
CABLE BOX ACTIVATION
ASK FOR FULL NAME, PHONE NUMBER OR SERVICE ADDRESS, THEN CLICK LOOK UP. THEN START FOR AUTHENTICATION, SEND CODE TO MOBILE NUMBER, ASK IF HE STILL USES THIS NUMBER, OR ENTER ACCOUNT NUMBER THEN CLICK VERIFY, START S2 CLICK TRUOBLESHOOTING, ITG, CLICK ACTIVATION

SSO (Self Service Options)
(at the end of ur call u can sale xfinity mobile, or during dead air u can also promote the app)
XMAA- XFINITY MY ACCOUNT APP -you can download this to access ur account , u can pay bills, u can check the services u acquire with Xfinity, u can troubleshoot, and schedule a ring from the agent.

XAPP- you can download xfinity application to control the wifi settings or high speed internet.

XFINITY STREAM APP- TV CABLE you can download this app to watch movie on the go, or u can still see movie wherever u are.
8 S4X BEHAVIORS
1. Be warm and friendly
2. own it
3. MIE
4. listen appropriately and respond accurately
5.DN
6.SEC
7.BAXA
8.SA

HOW TO CONNECT CABLE BOX
-coaxial cord from the wall connect to cable in at the back of ur cable box, HDMI connect it to the port of the tv (know how many ports, If u connect it to HDMI then choose HDMI 1, If u connect it to CABLE OUT then choose cable 1) if no HDMI connect the CABLE OUT to the back of the tv, then connect the power port from the cable box to the power source, then from the power source to the tv.
next...
if no signal in tv screen then click INPUT BUTTON or SOURCE BUTTON, the on-screen activation process will begin.

if successful then tell the customer to flip channel atleast 3 different channel to make sure the tv is working. and also make sure the button on remote is working like volume.

TYPES OF CALLER
VARIFIED (ask the first and last name), PARTIALLY VERIFIED (ask for name and service address then proceed with authentication process- send code via email, last 4 digit of Social Security number, last 4 digit of last store payment). NOT VERIFIED.

TYPES OF CUSTOMER
ACOUNT HOLDER, AUTHORIZE USER, NOT AUTHORIZE 1 way addressable ,limited features
2 way has

X1 ACTIVATION PROCESS
WELCOME-SELECT LANGUAGE-VOICE GUIDANCE-VERIFY INFO(phone#/account#)- DOWNLOADING MAIN MENU(10 minutes)-NAME DEVICE-VIDEO/AUDIO/TRANSITION SCREEN-REMOTE PAIRING-RC pairing PROGRAM-live channel
IF REMOTE PAIRING TO TV WILL NOT WORK , THEN GO BACK TO ITG AGAIN

name, look up, if ur speaking with account holder then verify, if not speaking with account holder then ask for service address, then proceed to authentication

S1- START
*greeting/opening spiel
*verifying- ask for fullname ,phone number and address
*authentication

xfinity mobile, if customer want to use own phone then she/he can use own phone

IF ITG WILL NOT WORK, THEN SEND SIGNAL TO

REFRESH SIGNAL
INITIALIZE SIGNAL
STB HITS

TYPES OF ERROR:
NO PICTURE
*NO SIGNAL
*BLUE SCREEN
*SNOWY SCREEN
*BLACK SCREEN

DTA
WE HAVE DETECTED - STATUS CODE
15-30 MINUTES

MOTOROLA
ONE MOMENT PLEASE- REFERENCE CODE
2 HOURS

CISCO/SCIENTIFIC ATLANTA
ATTENTION -
INTERACTIVE PROGRAM GUIDE
XFINITY ON DEMAND
30-40 MINUTES


HOW7146
CABLE BOX ACTIVATION


S1

SMART GREETING: (Fully Verified: Name Only) || (Partially Verified: Name and Service Address)

Appreciate your patience holding on the line. Thank you for choosing Xfinity, my name is _____ and our system shows that you are calling regarding _____. Is this correct?

IF ISSUE IS NOT CLEAR: Can you tell me more about it?


TV ACTIVATION
X1
Before we proceed, we'll check some physical connections first, then I'll walk you through the On-Screen Activation Process. Afterwards, we'll test the remote control and pair to the box if necessary.
FLEX
Before we proceed, we'll first need to check if the modem is online since our wireless boxes are dependent on Internet. Then we'll use XFINITY APPLICATION to activate your flex box. Lastly, we'll check if the remote is working prior to ending the call

REMOTE ISSUES
I understand that you are excited/upset.
Allow me to check things we can do to make sure that you can resume your favorite TV shows. We'll run some steps and check for our options as we fix your remote - I am with you all the way.

X1
1. Has this box worked before?
2. How did you receive the box?
3. What do you see on your screen?
4. (If disabled in CSG)
Is this an additional box, or is this a replacement box?

LEGACY TV

POWER - CONNECTION - INPUT - SIGNAL

DTA and HD DTA: Channels are available right away except Guide which takes 15 minutes

DCT, HD DCT, HD DVR: Box will reset. Customer still sees OMP. Flip channels to see live TV Channels. || On Demand, PPV, Guide will be available within the next 2 hours.


TV X1

X1: POWER - CONNECTION - INPUT - On Screen Activation.
Welcome. Bienvenido. Bienvenue -> Welcome Powering Up -> Select a Language -> Voice Guidance -> Verify the Phone Number -> Downloading your Main Menu -> Name your Device -> Transition Screens -> Pair Remote -> Program Remote to Audio Device/TV -> Activated

X1 ACTIVATION PROCESS
WELCOME-SELECT LANGUAGE-VOICE GUIDANCE-VERIFY INFO(phone#/account#)- DOWNLOADING MAIN MENU(10 minutes)-NAME DEVICE-VIDEO/AUDIO/TRANSITION SCREEN-REMOTE PAIRING-RC pairing PROGRAM-live channel
IF REMOTE PAIRING TO TV WILL NOT WORK , THEN GO BACK TO ITG AGAIN

XFINITY MOBILE SALE
Unlimited
1 Line $45.00
2 Lines $60.00
3 Lines $90.00
4 Lines $120.00
Lines 5 - 10 plus $20/per line

By the Gig
1 GB $15.00
3 GB $30.00
10 GB $60.00

OPEN for DEVICE SALES and BYOD

Adding a second line of Unlimited, By the Gig, or a tablet makes the first line of Unlimited $30/ month
www.xfinity.com/getstarted- to creat xfinity ID if customer dont have
www.xfinity.com/password- if customer forgot password

2 ways to lift the account seasonal-

LNK1234-SEARCH IN EINSTIEN TO ENROLL CUSTOMER IN SEASONAL PLAN/restore
after restoring the customer need to wait for maximum of 24 hours for the service to work ,advise the customer not to touch anything in the equipment.
90-270 DAYS FOR SEASONAL

www.inseasonal.cable.comcast.com

we can only add cable box in ascr if it is shipment.
if pick up in store we cant add, so customer need to go to store again to add there.

how to add eqiupment on account?
-open ACSR then click ''ADVANCE'' and then put the account number of customer then click ''SEARCH'' then click the ''CUSTOMER EQUIPMENT'' above beside home icon. then below ''serial number'' put * then below ''outlet'' follow the letters sequence, then below ''type'' put the letter N start from the N.O.T.

place holders
*N- VIDEO
*O- HSD/HSI/INTERNET
*T- TELEPHONE

technician appointment
1. tech recovery-100$ potential charge
2.trouble call-100$
3. pro install or change of service
4. service request order-no charge


XOE
RETAIL360
-ENTER ACCOUNT ADDRESS, OR ACCOUNT THEN CONT.
-NEXT VERIFY THE CUSTOMER THEN START,
-SELECT SERVICES AND DEVICES
-ON RIGHT SIDE CLICK MANAGE CORE SERVICES

LAUNCH XOE
XOE-PORTAL.CWS.XFINITY.COM
-UNDER FIND EXISTING CUSTOMER, ENTER CX ACCOUNT NUMBER OR SERVICE ADREES THEN SELECT CONTINUE

AFTER LAUNCHING XOE U WILL BE ABLE TO SEE CUSTOMER ACCOUNT
-CURRENT PLAN U CAN SEE THE CUSTOMER SERVICES THAT THEY GET FROM XFINITY
IF CX WANTS TO ADJUST THEIR SERVICES OR ADD ANYTHING. THEN SELECT MANAGE PLAN, U CAN SEE THEIR PLANS BELOW, IF THEY WANT TO UPGRADE THEN CLICK EDIT AND CLICK THE NEW PLAN.