Notes

INTORDUCTION TO INTERNET

xFi gateway - have ports and wifi (all in one)

coax cable - a cable that has two circular end tip screwed in tightly at the back of your modem and the other end tip to the cable outlet.



TYPES OF MODEM

XB3 - 100mbps (2-4 devices)

XB6- 300mbps (4-6 devices)

XB7- 600( 6-8 devices)- 900 (8-10 devices)- 1200mbps (10-12 devices)

XB8- 1200mbps (10-12 devices)



*AMBER- getting started

*Green- Trying to connect

*Blinking White- ready for the activation

*Solid White- online & Working

** Running ITGBLUE-( MODEM UNRECHEABLE )- activating modem using Xfinity App and if the the customer cannot download or activate in the App that's the time you run the ITG

(Xfi Attempt Activation)- can run the ITG even it is activating in the App.

GREY- if cannot activate the app then run the troubleshooting



Opening Spiel:

Account Verification:

AER:

STEPS:

1. HOME SCREEN --Get Started

2. ACTIVATIVE ON XFI GATEWAY**ACTIVATE MY OWN MODEM

3. CONNECT COAX CABLE (connect the coax cable to the cable outlet and at the back of the modem)(it is a black cable and it has two circular end tips. )

-- NEXT

4. POWER UP (connect the power cord to the outlet and at the back of the modem. )*ask if there's a light of the modem. **outlet must be ACTIVE after connecting the power cord and there must be a light on it.

5. USE YOUR CAMERA TO SCAN QR CODE *and if it is not working do it manually.

6. HOLD ON TIGHT WE'RE LOOKING FOR YOUR GATEWAY ESTIMATED TIME 3 MINS. *ask if there's a light in the modem.

1. UPDATE WITH WIFE NAME AND PASSWORD

2. SORRY WE'RE UNABLE TO FIND THE GATEWAY. **try again with another outlet**It is not working (Send the technician)

*Do a Rapor

7. SETTING UP YOUR NETWORK ESTIMATED 10 MINS. _DO A RAPOR

8. CONNECT TO THE WIFI*SETTINGS*LOOKING FOR WIFI and ON the wifi* Look for the WiFi name you created and open that one* type the password

9. SWITCH 3 to 5 WEBSITES to check the connection

DO A RAPOR:

*Xfinity App

*Hows your day?

DISCOVERY NEEDS: Asking questions:

1. Do you happen to know how many data you spend per month

2. How Many lines you pay for them?

3. who is your current provider?

XM PITCH: XM MOBILE

BYOD:

PORT IN:

COST:

DAYS:

**Closing Spiel**Closing Strategy



Introduction to xfinity Internet

-Prepaid Internet 50 Mbps/10 Mbps

-Internet Essentials 50 Mbps/10 Mbps

-Performance Starter/Connect 50 Mbps/10 Mbps

-Internet Essentials Plus 100 Mbps/10 Mbps

-Performance/Connect More 100 Mbps/10 Mbps

-Blast!/Fast 300 Mbps/10 Mbps

-Extreme/Superfast 600 Mbps/20 Mbps

-Extreme Pro/Ultrafast 900 Mbps/20 Mbps

-Gigabit Internet/Gigabit Extra* 1.2 Gbps/35 Mbps

-Gigabit Pro/Gigabit x6* 6 Gbps/6 GbpsRental vs. Overview

- Rental modem ($14/month)-unli data $25/month-own modem ($0)



1. Port Forwarding- Range 10-100

2. Port Triggering- Specific 12, 14, 15, 16.

**if the xbox has the problem and its not from Xfinity then that's the time thyey are going to OEM

eg: the xbox issue: then the xbox is from the Samsung. then that's the time the manufacturer do the issue. and then the Xfinity open the port for Xbox.



**OEM (ORIGINAL EQUIPMENT MANUFACTURER- it is a specific devise issue.

Activation |& Connectivity Issue

-einstein360

- online modem

-no connectivity

-1 device

-route to OEM

**Xfi Gateway-

**own modem-



**XFINITY STREAM BETA APP (at least 5 TV'S)

1. internet (Xfinity)

2. Cable Service- (TV CHANNELS)

3. Compatible TV



*If the cx's dont want to get the cable box but they have a cable service, internet, and compatible TV

then, that's the time they can access the Xfinity Stream Beta App.

*If the cx's also have the CHOICE TV and don't want to get the CABLE BOX then they can access also the XSBA, and they cannot record it. They have to get the DVR box for recording.



IVR- Interactive Voice Response

ITG- Interactive troubleshooting Guide

AER- Acknowledge, Emphatize, Reassure

Eintein360- Primary tool of Xfinity

ACSR- Secondary tool (Advanced Customer Service Representative)

Smart Greeting- something polite

Natural Language- machine language

Probing Questions-

Powerful words





wps button- (wifi protected set-up)

- it's a simple method of setting up a secure Wi-Fi network between your modem, router, and other devices with minimum effort.

press and hold for 5secs for it not to ask you to input the wifi password

-it will directly connect flex and modem



XB3- wps will find at bottom

XB7&XB8- wps will be at the back of the modem



1. How does internet work?

IP Address- internet protocol

- unique to every modem and devices

DHCP- Dynamic Host Configuration Protocol will give modem a valid IP Address - Pool of IP Address

Will get invalid address -

*Wrong connection

*not completely connected

*modem has block access from its provider



Format of a Valid ID Address- 0-255 range (132.165.36.1) # numbers per IP octet

231.145.20.1

IP address changes from time to time (dynamic)

Types of IP Address

1. Dynamic/Public- if

2. Static- always partnered with dynamic. Back up. Customer will always remember it and they can ping in anytime. Use for security. All devices has a static IP Address but is not just activated.

2 Types

1. Device- help for a stable connection, because it has period of time to work

2. Website-

3. Private- router gives an IP Address

4. Public

Router- wifi extender

Modem- mother connection/mother board

- will designate their IP Address

Get interface if the router and modem are close to each other

Bridge mode- turn off wifi capability of the modem

TOT (Time Out Timer)- specific time that itll last.

if it expires, static IP address will change

ITG

Release and Renew IP Address - Done in CMD (Command Prompt) TCP ( Transmission Control Protocol) - black screen is direct access to your computer

Happens when internet is on TV working but the computer is not working (invalid IP Address) it will say internet not detected

Ask customer IPV4 - IP Address



192.168.1.1- used block to all routers for its setting (router IP Address)

10.0.0.1 - modem's setting

266.58.66.35- Computer is defective route them to OEM (Original Equipment Manufacturer)



Valid Address- is the customer now able to surf?

Ethernet Port

2 telephone Ports

6b6

Computer Ethernet Ports

0.0.0.0 - invalid IP Address



Seasonal Account - $8 per service (a payment for keeping their service)

Shut-down internet

Upgrading from $8 to $29.95 for giiving 3mbps

Service shut-down

Requirement of putting account on hold

is 90-day old

Account in good-standing (no balance on their account)



Timing

Minimum they can maximize is 90 days (3 months)

Maximum 270 days (9months)

LNK1234- route to cx account and ask and provide question. It will give a calendar.

IF DID NOT FINISH 90 DAYS, NEEDS TO PAY REGULAR AMOUNT OF THEIR BILL

$10 for Termination Fee

if cx extends, it should still be in 90 days Visit us: xfinity.com/seasonal



Security Home Department: Suspend their account with Xfinity Home Services

TV Service: Can still stream but limited local channels

Hotline Number: (800) 266-2278

(800) 934-648

Enhanced Interactive Voice Response (EIVP)

Visit us: xfinity.com/seasonal



Affordable Connectivity Program- like IE, will give cx $30 credit/month (xfinity.com/ACP) Go beyond 1200 mbps

AFTER 2WKS, THEY WILL GET EMAIL IF THEY ARE APPROVED OR NOT

IE- Giving cx 50mbps for $9.95. Offer

Can also apply for ACP. If they got approved, no need to pay $9.95



Bulk Account- Living in an association (all of them will be eligible for Seasonal Hold)

Each household will get their own account number



Regular Customer: Independent