Notes

opening:
Wonderful day, Thank you for contacting XFINITY support. My name is _________ your XFINITY repair Ambassador for today. I can see you're chatting in about your services. Who do I have the pleasure to assist with?

How may I assist you today?

I really apologies for the inconvenience, Let me look into your account. I will take care of this for you now. I will provide you the best possible resolution

DISCOVER NEEDS :-
(For Internet and cable) How long have you been getting this issue and were there any troubleshooting steps performed earlier?
(For cable) Please confirm the error code on the TV screen, if any.
(For Internet and cable) On how many devices you are experiencing this issue?


Tech disclosures:
Before our technician arrives, please remember someone 18 or over must be home, ensure all pets are secured, and that we can have access to the equipment
There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.
No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.

Retention:
I am actually from the troubleshooting department and I have access to troubleshooting concerns only. For billing related enquiries, you can contact our billing department on the number 1800-934-6489 between 7Am-7Pm ET or initiate a chat as well during the working hours.

Activation:
I am really sorry as being from the troubleshooting department I have limited access to troubleshooting concerns only and as you wish to add a rental modem you need to contact our activation team over the number 1-855-652-3446 between 11Am-10Pm ET

Prepaid
I am really as being from the postpaid troubleshooting department I have having restricted to make changes to the prepaid accounts and as you wanted to make changes to the prepaid you need to contact prepaid Internet department 1-855757-7372


Payment arrangement :

What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Let's work together, to resolve this for you. Sounds like a plan?

I know that you are on a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I won't hesitate to do so.

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

To make sure that all options are provided to you, we tried to set up another extension in your account, and we are still getting the same result, in this case we have two options to resolve your concern. First, is to settle the full past due balance and the second option is by reaching our Collections and Payments Department as they have a broader access to help you further with having your services restored since we only have a limited access here in Billing chat. No worries this is not the first time that our Collections and Payments Department got this concern so we can guarantee that they will be able to help you with this since the system on my end won't let me change anything on your account to restore the services.
To get in touch with them, all you have to do is to reach this number All you have to do is to reach this number 1-800-446-7037 anytime Monday through Saturday 7AM to 9PM ET so that they can further assist you.

Payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment

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.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangement that already been given to you. Another option that you can try is to speak with our collections team for a different payment plan.


Contact numbers:

Collection team 1866-470-6654
gift card 1800-526-3268
wifi pass 1866-489-0919
SIK activation 1855-652-3446 (11am - 10 pm) // 18556523446
prepaid 1-855757-7372
Home security 18882235723
UPS store 18889364968
Xfinity mobile 18889364968
internet essentials 18558468376
Seasonal hold 18886334266
Activation 18556523446
retention 18664706654
Movers 18884853514
CSA 18885654329
CSA / data usage 18778076581
pods team 18555517534
Bulk 18003913000
Accessibility 8553089989



Important links:
Approved Modems : https://mydeviceinfo.xfinity.com
Movers : https://www.xfinity.com/learn/moving
Mobile Activate : https://www.xfinity.com/hub/mobile/how-to-activate-your-xfinity-mobile-phone
Password reset : https://idm.xfinity.com/myaccount/reset?execution=e1s1
Robo Calls : https://www.xfinity.com/mobile/support/article/how-to-block-robocalls
New Sale : https://www.xfinity.com/learn/offers

FLEX :-
In the mean time I was going through your account and just saw that you are eligible for XFINITY FLEX STREAMING TV BOX RENTAL at no charge. You can get the box and stream online ​Xfinity Flex. A voice-controlled 4K streaming device that puts all your favorite streaming apps in one place on your TV. What makes it even better? It’s included with Xfinity Internet for no additional cost.

Password reset
HOW6396

Just to confirm you want password reset for online account. Am I correct?

I will surely help you with your password reset concern for online account.

To pull up your account information, please provide your first and last name and complete service address along with zip code?
Perfect, May I know the username you are trying to access and reason for login so that I can assist with that as well.
Perfect. Thank you for the information.
Please follow the steps on the link : https://www.XFINITY.com/pas sword.

I am going to send a reset code and login link on your email-:
I am going to send a reset code and login link on your phone number-:
Please access the link. Once you are on the page, 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code( which send on your email or phone number) 4. Create new pas sword.

Please confirm me on chat once you are able to login.
-------------------------------------------------------------have no internet services or disconnected account---------------------------------
For account security, the reset process is restricted with your home network only. We can send the pas sword reset link only on the third party email address or phone number updated on the account however, I am unable to update the same because of no internet services and the user name is assoicated on disconnected account.

For pas sword reset for disconnected account we have special team.They will help cx to reset pas sword for disconnected accounts.

They are avaiable on call. Cutomer security team help line number is 1888-565-4329

In case email is not verified
We first need to update your preferred email or mobile number on the account and also you need to connect to your home network,only then we can share the reset code with you.

Okay. So what I can do here is I can update your preferred number from my end and send a link on the number to register it on your account the link will be valid for 24 hours and once you reach home you can access the link to register the phone number on your account.


Once you access the link your number will be registered on the account and then you need to access the link now https://customer.XFINITY.com/lite and you will get an option to get the reset code on your preferred phone number and the you can use the reset code to set new password for your account

________________________________________CABLE ISSUE___________________________________________________________________________
Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

Could you please check the connections between the wall plate and cable box . As the coaxial wire should be connected at 'cable in' port on the back of the cable box .

It should be finger tight both at wall plate and back of the cable box .
May I know if you are using 'Splitter ' between box and wall plate .
Please check the connections at splitter end also .
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable . Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are finger tight. So as we can proceed further with our trouble shooting steps.

We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.

2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.


CLOSED STRATEGY :-
1 Today you chatted in regarding the cable/Internet issue and we discovered that there was pairing issue. Can you confirm that this resolves your concerns today?

2 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.