Notes

**************INTERNET *************
I'm going to reach out to your box to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next minute or two.

I need to update the wifi name and password form my end. Please help me with you preferred wifi name and password so that i can update it on my end

Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.

Please help me with the power light status of the modem is it on, off or flashing

Please make sure that the cable connections with the modem are safe an secured, kindly make sure that the modem is connected to an active coaxial and power outlet

Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.

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

Good News:) Xfinity is offering its Xfinity Flex services free of cost to our valued customers

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

**************HOLD*************
Please allow me 2-3 minutes to go ahead and check the account information for you.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, please refer the link http://wifi.XFINITY.com/ to check available hotspots . All you have to do is to connect using your XFINITY user name and password.

Meanwhile I would like to inform you that With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app for your mobile device

**************ORDER APPROVAL**********
kindly note the approval page will prompt you to set up autopay however if you dont want to turn it on you can simply toggle it to off status and go directly to final page from where you will be able to approve the order from .

Please help me with your best contact number or the email address to share the approval.
I have shared the approval. You just have to click on the approval and then click on I agree to get the order approved. Please let me know once you approve the order so that I can finalize it for you


****************ISSUE ACKNOWLEDGE*************
Kindly tell me more about your concern and let's start working on it.

Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services.

I am apologize for the inconvenience. A good internet is indeed important, I will check the status of equipment and do my best to get the internet restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.

I can definitely help you with that and make sure that the issue gets resolved permanently for you.

Staying connected to the internet is a necessity nowadays. I can definitely help you with that and make sure that the issue gets resolved permanently for you.


***************COMPROMISED ACCOUNT******************


I would like to inform you that your account is showing in compromised status as your password has not been changed form long time so we are form the internet repair department and we do not have the access to assist with the password reset of compromised account, in this case I would request you to get in touch with the dedicated team 1888-565-4329 as they have the access to get the password reset done for the account. They are the dedicated customer security assurance team and will assist you to get the password reset done so that you can successfully login.


*******PASSWORD RESET ISSUE*****************
Kindly make sure that the when you try accessing the link your device should be connected with the in-home wifi

Thank you so much for specifying, I would like to inform you that to get the account pulled and help you with the password reset i would need ot get the account verified and for the account verification I'm getting three options
verify through account number
verify through the email
verify through the contact number
as you do not have the access to this so in this case we have an dedicated customer security assurance team I would request you to get in touch with them at 18885654329 as they have the access to get the account verified without the verification on the call

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

That's not the experience we want you to have as a customer. We want to apologize for falling short

I apologize for the inconvenience. I know that I can't undo your past experience however can work on to make it better.

We really do not want to lose you as a loyal customer, please do not worry I will try all the best possible ways to assist you with this


****************TECH***************************
I would recommend to give it a try for the upcoming appointment and check the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta

We have performed all the troubleshooting steps that we can do on chat, in order to resolve your concern, we will have to schedule truck roll. Once the technician visits your home, issue would be resolved.

I will run the trouble shooting on my end and try all possible ways to get the issue resolved over the chat, however if we are not able to get the issue resolved I will scheduled the tech for you
I hope that is fine with you

I have checked with the advance team and the soonest tech date and time is for , let me go ahead and add you to the tech waitlist as you are our valuable customer customer, as soon as any prior tech visit is available you will be contacted on priority so that the issue gets resolved for you. Please be assured I have also raised the ticket to the advance team regarding this so that you can be contacted as the top priority for the tech visit

I would like to inform you that the charges for the professional tech will be $100 and these are the one time charges, they will be added to your next monthly bill, you do not have to pay it right now or just after the tech visit

**************APPRCIATION********************
Thank you, Hope these security checks won't bother you these are just to ensure the confidentiality of your account. Hope you understand.

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

It's you who we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity. I do really appreciate your business or loyalty with Comcast.

I really appreciate your efforts in trying to resolve this before coming on chat with us.·

**********************SOAK*******************
I would like to inform you that there must be issue with the synchronization of the cable box form the server end, as I have escalated your concern to the advance team and they will run the checks on their end as they have the access to work with the server end, please be assured the team will surely get the issue resolved and I have created a priority ticket for you so this will get resolved shortly.

I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner.

I’ve created a ticket with our next-level support to asist you with a resolution. This process can take up to 24 hours to determine if the issue can be resolved
remotely.

Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you

*********************SOFT DISCONNECT************
I have checked and the account has the past due amount for the $ so you would need to make the one time payment of the past due amount so that the services can be restored for you, as the account not eligible for the payment arrangement so as you will make the one time payment the services will be restored right away.

I have checked in the system and when I go ahead to get the services restored the system gives me the prompt that the past due amount needs to be made $0.00 to get the services restored, I would request you to please make the one time payment as the account is not eligible for the payment arrangement for the past due amount and once you make the payment the services will be restored right away.

I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.

As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of delinquency.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.


************DEAL NOT AVAILABLE**********

I have checked the account and currently you are on the best deal on the account for the plan you have, the deal on the account gets refreshed after every 15 days so please do not worry let me go ahead add you t the top of the priority list for the customers regarding the deals on the accounts, as soon as the deal is available the team will text you regarding this, yo do not have to contact back again they will get in touch with your and will make sure that once the deal gets available so you can get it on the account. I will go ahead and also add the notes to the account for the same. You are our valuable customer and we will take care of you as our top priority.

******************XFINITY MOBILE*********************

Being an Xfinity Ambassador, I'll be glad to sign you up for Xfinity Mobile with the most pocket friendly mobile plan. It offers Unlimited Calls, Unlimited Text and Nation wide 5G data!

> Unlimited nationwide talk and text.
> Be it access to millions of hotspots, wifi calling, Xchanging old phones for new , unlimited data and many more.
> You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data
I would like to take just a few minutes to make sure you're getting the best value for the services

There's an amazing offer on your account in which you can get mobile phone from Xfinity. I'm surprised as I've never seen such an amazing offer on any customer's account. I must say you're the lucky one.

Xfinity Mobile combines America's best LTE network with the unmatched speed of 5G plus millions of Xfinity WiFi hotspots to create a network that’s rated #1 in customer satisfaction by the American Customer Satisfaction Index (ACSI).


*************TRANSFER OF SERVICES*******************
There are 3 options regarding this
1. You can visit to the link https://www.xfinity.com/learn/moving and place the order for the mover order
2. The movers team is not available over the chat so you can get in touch with them at 1877-685-6683 and they will help you in placing the transfer order
3. I can also go ahead and place the new service order at the address you are moving to and you will get the same services with the same equipment's and once done you can disconnect the services at the previous old address


***************ACP SCRIPT**************************
Please verify ACP eligibility from the National verifier. If eligible, please access www.xfinity.com/ACP to enroll for ACP with application ID received from verifier. Also, ensure that the personal details (name, address and date of birth) submitted in Xfinity "ACP enrollment Form" match with the information in "National Verifier Form. Upon successful enrollment, you will get upto $30 discount on monthly bill.


***********BAND WRIDTH*********************
Please download the Xfinity app ( not my account app ) . If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by mentioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates.


*******XFI COMPLETE**********
I have a brilliant news for you, as you are Xfinity's valuable customer so to enhance your internet service experience xfinity is providing Xfinity unlimited data service at lesser rates.

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

Let me share the order approval with you.


**********PREPAID*****************
I would like to inform you that we are form that we are form the internet troubleshootig team and we only have the access to work on the post paid account we are not authorized to work on postpaid accounts, we have the dedicated prepaid team you can call them at 18557577372, they have the access to work on prepaid accounts

************CALL************************
I understand it is convenient to get assistance over the call but As I am from chat department I am not able to call you. I will be happy to assist you over the chat

Please give me an opportunity to work on a resolution or else if you still want assistance over the call so I would request you to call our team on 1800-934-6489. Once over the call please press 2-1-1 and you will be connected to live agent


***********ADDITIONAL HELP*****************
You have been very patient and amazing with me today, probably the best customer I had today. Will there be anything else I can help you today?

On a personal level I appreciate your patience and warmth approach through out our chat. Apart from this, is there anything else that I can help you with?