Notes

8529102500415822
Einstein link :- https://einstein360.cable.comcast.com

Workflow link :- https://chat.pcidss.eclerx.com/chat/

Mercury link :- https://mercury.comcast.net

Xchange link : https://xfinityxchange2.performnet.com/xfinityxchange2/login.do
____________________________________________________
,aha Please confirm your first and last name along with complete service address.
sec1 I apologize for the issue you are experiencing with internet services. Let me quickly take care of this.
tha Thank you for that information.
tst Thank you for the details.
oe8 Please share the preferred contact number before the technician visit.
ei 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.
cg1 We are available to answer your questions at your convenience, 24 hours a day, 7 days a week.
ua All this verification is just to keep your account safe from any fraudulent activity.
ua1 Your online account has important information like emails, address book contacts, call logs etc. and that is why we have all these security checks in place.
up Please provide the username you are trying to access and reason for login so that I can assist with that as well?
tog Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
csn1 ,Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?


Internet

Per Starter 50mbps
perf 100mbps
Blast 200 mbps
Extreme 400
Exteme Pro 800
Gigabit 1200 Mbps
____________________________________________________
Cable

Basic 30+
Extra 120+
Preferred 220+
____________________________________________________
Well, I wish, I could call you, however as we're from trouble shooting department, we don't have access to do call, I hope you understand my limitation and part over this chat, If you'd like to talk, you can call at 1800 934 6489 toll free and I can also help you on chat as well.


Are there two courtesy months with regards to the extra fees?

Thank you for contacting Xfinity chat support. My name is Akansha , How may I assist you today?

Authentication :

First and last name with complete address (street name, apartment number, zip code)

Please help me with the last four digits for Stored payment method which is updated on your account, I mean, last four digits of your credit or debit card's, please

if not account holder check, if cx is autorized on account, check on ACSR
_______________________________________________________________________

Also, I would like to inform that being a Xfinity internet member, now you can get free flex service-in this you will get a wireless streaming box.

Which you can connect with your tv and access X1 app's like Netflix, prime video and thousands of movies +Tv series free. Like Roku, Firstick you just need to connect it with the TV.

And it is free for you.

You can also stream Free Pea cock Premium on the box. So your bill will remain same as it is now. I'm quite confidence that sound's good to you, Is it?

____________________________________________

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?

In meantime, I want to thank you personally for being a part of Xfinity family. We value your business and appreciate you choosing us as your service provider.

You have been very patient and amazing with me today, probably the best customer I had today, thank you for being such a kind and cooperative customer.

My pleasure to assist you. I hope you are happy with my support today?

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 :)

You can share your happiness with high score at the end of the chat.


Please click on end chat button and you will get option to share your feedback.


Please be assured that this is free unless there is something that needs to be fixed inside the house.

Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.

__________________________________________________

sale account
8529201020090006
























Then check the issue and help accordingly.

Sceneria :

1- UID
2- Intenret (slow, Intermittent, No internet)
3- Cable service, Remote control issue.
4- Voice service
5- New servcies
6- credit for interrutpion
7- Burried cable (ERone)
8- wants to replce equipment
9- Outage
10.sip and elg disable
________________________________________________________________________________________________________________________
1- UID

Please provide the username you are trying to access and reason for login so that I can asist with that as well?

Please confirm your first and last name along with complete service address with zip code

Just for the confirmation, are you currently at home and connected with your in Home Internet or Home wifi (modem wifi)?

If yes

Second level verification, after verficaion2513008105

As I can see there is no third party email or cell phone number is registered for reset code or pasword recovery.

Please help me with your preferred third party email (Gmail, Yahoo, Hot-mail) or cell phone number currently connected with in home Xfinity wifi.

After sending link :

A link to complete the mobile registration process has been successfully sent to your phone number or email address, open the link and submit, make sure, your cell phone is connected with in home wifi (modem wifi) or Home Internet.

Please follow the steps on the link : https://idm.xfinity.com/myaccount/reset and enter username :Kendall1278master and you'll get the reset code on phone number or email address, with the reset code you can set up the pasword from your end.

+++++++++++++++++++++++++++++++++++++++++++++++

If cx not at home and no third party option ( phone number or email address) is assosicated with username, then

Let me escalate this issue on priority and create a ticket for you to reset the password and will share the number of our Dedicated team, please allow me a moment.

I have escalated this issue on priority and created ticket for you and ticket number is : CR862533981 And I would request you to call our Customer Security Assurance (CSA): 1888-565-4329 toll free and team will help you with that
________________________________________________________________________________________________________________________
yes i can watch in 4k when broadcast, however, it seems default is for box to upconvert every show to 4k and i would rather my tv do that as it has a better 4k upconversion

2- Intenret (slow, Intermittent, No internet)

I'm really sorry that your internet service was out the whole day and I can imagine how tough it must have been for you. I'm checking this right away.

Let me perform trouble shooting steps in order to fix the issue and if the issue will remain same I'll schedule the technician visit for you

Please share online light status of the modem, is it on/off or flashing?

Just to confirm, are you getting issue on Wired connection (Laptop or Desktop with Ethernet cable) or having issue with wireless network (Mobile, Ipad or smart device) ?

"Are you getting the issue on a wired connection (Desktop) or WiFi (Mobile Phone)?

Are you using any additional router with the modem, for wifi connectivity? (only for own modem's customer)

Are you using any additional router with the modem? (for Xfinity modem)

Could you please confirm, since how long you're using this modem for connectivity, I mean from one year or more than that?

Alright, how long have you been getting this issue and were there any troubleshooting steps performed earlier?

Could you please confirm, how many device are connected with your Internet or wifi?

I appreciates, you answering my all questions patiently so I would be able to find out the root cause of the issue and fix it for you.

Now, we need to do power cycle steps.

I would really appreciates if you help me to unplug the modem from the power source to turn it off for 30 seconds and Plug back the modem to the power source to turn it on.

Thank you for your efforts, I appreciate it.

Now, let me sync your Modem directly with server to get the signal, it'll take 2-3 minutes, stay connected.

Can be changed to - The device is attempting to register as online after the restart attempt. This usually takes 5 minutes or less.

If we are connected on same network, we will be disconnected for a while, However please do not close the chat window we will reconnected again, once the modem is refreshed.

Thank so much for staying connected, System has been successfully refrshed your modem and I would request you to please check and observe the connectivity and let me know if any changes taken place.

If Issue resloved Good however not, then schedule the tech visit

I'm sorry for that, let me consult with my Advance team, allow me 1-2 minutes.

Thanks for your patience , As I consulted with my advance team, we need to schedule a technician visit in order to check the root cause of this issue and fix it for you so that you will not get any issue

We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?

I can do one thing for you, I'll add your name in waiting list so if any customer have cancel the appointment you'll get the call from technician, is it fine for you?

Please be asured that this is free unless there is something that needs to be fixed inside the house.

Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.
________________________________________________________________________________________________________________________
Meanwhile, when I was checking the details, I noticed a great and amazing offer in which you can upgrade your speed from 200mbps to 600mbps and you will also get Xfinity voice services in same price you are paying, how it sounds to you?

3- Cable service

I understand, I would be disappointed too if I couldn't catch up on my favorite shows! Let's troubleshoot the issue together

Let me perform trouble shooting steps in order to fix the issue and if the issue will remain same I'll schedule the technician visit for you

Are you getting any error code or message along with?

Please share light status of the cable box, is it on/off or flashing?

Okay, since how long you're using this box for, I mean, from one year or more than that?
c
Thank you for confirming, how long have you been getting this issue and were there any troubleshooting steps performed earlier?

I appreciates, you answering my all questions patiently so I would be able to find out the root cause of the issue and fix it for you.

Now, we need to do power cycle steps.

I would really appreciates if you help me to unplug the cable box from the power source to turn it off for 30 seconds and Plug back the cable to the power source to turn it on.

Thank you for your efforts, i appreciate it.

Now, let me sync your cable directly with server to get the signal, it'll take 2-3 minutes, stay connected.

Thank so much for staying connected, System has been successfully refreshed your cable box and I would request you to please check and observe the connectivity and let me know if any changes taken place.


I'm sorry for that, Let me consult with my Advance team, allow me 1-2 minutes.

Thanks for your patience , As I consulted with my advance team, we need to schedule a technician visit in order to check the root cause of this issue and fix it for you so that you will not get any issue.

We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?

Please be asured that this is free unless there is something that needs to be fixed inside the house.

Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.

We have soonest slot for tech visit is for 12/17/2021, 10:00 AM-12:00 PM , Would that be fine for you?

I can do one thing for you, I'll add your name in waiting list so if any customer have cancel the appointment you'll get the call from technician, is it fine for you?

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Remote control :

May I know the model of the remote you are using, it is written at the back of the remote. Is it Xr11, Xr15 Xr2 or Xr5? You can also check it using this link: https://www.xfinity.com/support/remotes/


XR11/xr2/xr5-------

1. Press the setup but ton until the led top of the remote red to green.
2. Press 9 8 7.
3. Led bring green twice to indicate that remote is paired with your set-top box.


For remotes without a Setup but ton (XR15 version of the X1 Voice Remote):

Press and hold the A (triangle) and D (diamond) but tons on the remote for three seconds until the status LED changes from red to green.
Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.

_______________________________________________________________________________________________________________________

4- Voice service :

Please share online light status of the modem, is it on/off or flashing?

Alright, could you please confirm if the phone is connected with wall outlet or modem TEL1 or TEL2?

Okay, how long have you been getting this issue and were there any troubleshooting steps performed earlier?

Now, we need to do power cycle steps.

I would really appreciates if you help me to unplug the modem from the power source to turn it off for 30 seconds and Plug back the modem to the power source to turn it on.

Thank you for your efforts, i appreciate it.

Now, let me sync your Modem directly with server to get the signal, it'll take 2-3 minutes, stay connected.

If we are connected on same network, we will be disconnected for a while, However please do not close the chat window we will reconnected again, once the modem is refreshed.

Thank so much for staying connected, System has been successfully refreshed your modem and I would request you to please check and observe the connectivity and let me know if any changes taken place.

If Issue resloved Good however not, then schedule the tech visit

I'm sorry for that, Let me consult with my Advance team, allow me 1-2 minutes.

Thanks for your patience , As I consulted with my advance team, we need to schedule a technician visit in order to check the root cause of this issue and fix it for you so that you will not get any issue.

We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?

Please be assured that this is free unless there is something that needs to be fixed inside the house.

Do not worry our technician are required to explain everything if there is something that needs to be done and if the issue will be from Comcast end, you will not be charged a single cent.

We have slot for tech visit is for 07/17/2021, 03:00 PM-05:00 PM CDT, Would that be fine for you?

I can do one thing for you, I'll add your name in waiting list so if any customer have cancel the appointment you'll get the call from technician, is it fine for you?

_______________________________________________________________________________________________________________________

5- New servcies

Ask for new address

check it on the link, if services avaiable, then connect to Sales team.

If not, then inform politely to cx than Comcast is working on your area to try to get servcies.
_______________________________________________________________________________________________________________________

6- credit for interrutpion

Cx wants to get credit for the previous interruption.

or some time wants to get credit with out any reason

_______________________________________________________________________________________________________________________

7- Burried cable (ERone)

if wires are hanging outside the house or neighbour house,

some time cx has subscribed for Servcies or some time, cx is non-comcast

If Comcast cx, ask him or her if services is wokring, if working then create ERone ticket, if servcies not working, schedule the normal tech

sometime, cx is non-comcast, directly create teh ticket on ERone, take the address full name, phone number and email address

Create ticket and give them assurance that, issue will get fixed on priority.
______________________________________________________________________________________________________________________

8- wants to replce equipment


CX wants to replace teh equipment, like cable or modem, so send directly or you can also guide them to nearest Comcast store to pick up the equipments.
_______________________________________________________________________________________________________________________

9- Outage

CX is having outage on account for cable, internet or voice servcies

don't check the popup which is showing on account, follwo ITG for connectivity issue in internet, no picture in cable, dial tone for voice servcies.

check the package price, outage hours, and help with credit as well

As there is an outage on your account and our Engineers are working on it to fix it as soon as possible, Your patience would be highly appreciable. Issue will get fixed with in 1-2 hours

And let me also escalate this issue from my side and create a ticket so that once the outage will get over, you'll get notified, Please share the preferred contact number.
9012492719

10.sip and alg disable

SIP ALG on the XB7 cannot be disabled.

 Put it in to bridge mode and get your own router and you can make changes on it.

SIP ALG modifies SIP packets in unexpected ways, corrupting them and making them unreadable.

This can give unexpected behavior, such as phones not registering and incoming calls failing.

Hence this feature is not available on residential accounts, if you want to disable it, you can get your own router or you can get in touch with your IT Team for any other alternate.

_______________________________________________________________________________________________________________________

As consulted with our Advance team, they've suggested me to schedule the appointment for technician visit, to check the root cause of the issue and fix it on priority

Sales :
Currently you are having 200mbps ,and you are paying $185.36, with special offer you will get
600 Mbps of High speed Internet + Unlimited data per month + Free access to Hotspot + Unlimited calling all over the country and it will cost you $197.41, Xfinity voice service , including $16.42 of estimated monthly taxes, and government and other feeswith $10.00 discount of Ecobill and Autopay

900 of High speed Internet + Free access to Hotspot + Unlimited calling all over the country and Your estimated recurring monthly bill will be $188.85, including $14.10 of estimated monthly taxes, and government and other fees.

, with $10.00 discount of Ecobill and Autopay

The best part is that the price will good to go for next 24 months and no hidden charges will taken place, No upgradation charges and No activation charges

The best part is that there is no charges, no hidden charges will taken place, No upgradation charges and No activation charges

So you're getting High speed of Internet with more benefits on discounted price, I'm quite confidence, that sound's good to you, Is It?

I just need to send digital approval, Please share the preferred contact number.

I have send the digital approval by text, please open the link and click on I AGREE

Please let me know once you done, I'm here on stand by for you

Thank You for approval, I got it, let me complete the order.

I've successfully completed the order and here is the order number : 1000951472462102 your order will be completed with in 3-5 days however, it's standard time, you'll get earlier. Also your speed will be upgraded with in 24 hours and you'll also get the confirmation email for the same as well with in 2-3 hours.

Thank You for waiting, I've successfully completed the order and here is the order number : 1000949590482119 , To complete the order, please go to this link: http://www.comcast.com/eloa/English/e911 and enter phone number as : 317 699 6142 and enter account number : 8529200620255803

Once you'll complete the order, you'll get the number which starts from 3 . . . Please help me with the same

So you're getting High speed of Internet with more benefits on discounted price, I'm quite confidence, that sound's good to you, Is It?

The order will get completed with in 24 hours and you'll also get the confirmation email for the same as well with in 2-3 hours.



Yes, this calling services is home phone and if you want you can download Voice2go app on your smart phone and login with your Primary username & password. You can use unlimited calling on your phone as well.

There is no additional or separate charges available for this and it is totally your wish whether you use it or not

As this is the bundle deal and you will not pay extra for the phone services, please be assured,

No changes will take place with the benefits until you make any changes like upgrade or downgrade in the benefits

Well, If you would like to use voice services I can book technician the for you to make the wal outlet active and you can do it in future as well

After 12 months, price will increase by $5-7 however, you can chat back with us and we'll help you with the same offer

___________________________________________________________________________________________________________________
,

I have successfully credited $10.00 on your account and it will reflect in your next monthly bill and you can check it on your online account after 24 hours as well and reference number for credit is :

We are staying consistent with the advice of our government and public health officials and limiting contact as much as possible. We’re taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: Has anyone in the home test ed positive for the virus?

We value your business. I really appreciate you chatting with me and giving me the opportunity to assist you.

I'd like to inform you that, it seems, in your house, wall outlet is not active and in order to activate it, we needs a Professional technician visit to install the wires from outside poll to your home, so that modem will get connectivity and you can use the Internet with out any interruption.

))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))

Customer Appreciation

You have been very patient and amazing with me today, probably the best customer I had today.

My pleasure to assist a nice customer like you, thank you for being such a kind and cooperative customer

You are very helpful during this entire, I truly appreciate your cooperation and efforts.

As you are valuable customer, so I will leave no any stone unturned for you and will go to maximum extent I can, to help you.

Its mine pleasure to assist you, I hope that you are happy with the support I provided you on the chat today.

I want to thank you personally for being a part of Xfinity family. We value your business and appreciate you choosing us as your service provider.

We value your business and appreciate you choosing us as your service provider.

Thank you so much for being kind and understandable customer.It is my pleasure assisting a valued customer like you.

Thank you, and I really appreciate that you made us easy to troubleshoot the issue, by performing the troubleshooting steps from your end and sharing the correct information.

We appreciate your feedback and It's always a pleasure assisting a valued customer like you.

Great that issue is resolved. Just wanted to know how is your overall experience with Xfinity been?

Thank you for choosing Xfinity and have a great day.

I really appreciate your time and support as well. You have been very wonderful Customer

Thank you so much for your patience and cooperation all throughout our chat session.

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

)))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))))

BAXA

That's great. I just wanted to bring in your notice, so that you can be aware of that, and access as per your convenineces :)

Meantime, I would like to share a interesting feature that you can watch TV online you can access this link: http://tv.xfinity.com and you can enter Xfinity account username and password and you can Stream online anytime and anywhere on your Laptop, PC, Smartphone, Tablet etc.

Meantime, I would like to share one of the interesting feature regarding Internet services. 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.

My account :

I would like to inform you that please download Xfinity My account App at http://customer.xfinity.com/help-and-support/xfinity-apps/ to easily troubleshoot and manage your account anywhere and that will be helpful for you any Internet issue, You can easily pay your bill with a debit or credit card using the Xfinity My Account app on your mobile device.

You can cancel or reschedule technician visit on following link: https://www.XFINITY.com/support/account/how-to-cancel-reschedule-comcast-appointment and you can easily

These are additional features with Xfinity for our loyal and valuable customers and completely free of cost.

We have self-service help and tutorials at https://customer.XFINITY.com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps.

If you are not available for the visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you, authorizing t the person to be there on your behalf










I hope you are happy with the resolution provided by me for your concern d