Notes

Before we proceed further I am going to need little information for verification of the account.
Before we proceed further let me share few details of your account with you so that it is easy for us to work on it.

Right now I am troubleshooting your modem and sending refresh signals to it, I keep you updated by sharing the updates of the process. So you know exactly what I am doing and help you quickly and effectively.

PROBING
--------------------------------------
Please tell me what exactly problem are you experiencing?
1) No connectivity at all.
2) Slow speed internet.
3) Intermittent (fluctuating) internet.

Please tell me since how long you are experiencing this issue?
Please tell me are you experiencing this issue on all devices or any one particular device?
Please tell me have you performed any troubleshooting steps before coming on chat?
Please tell me have you performed any speed test before coming on chat?

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.

Please tell me are you using any additional router/modem apart from the main modem?

In that case I will request you to bypass the additional router and connect directly to that main modem .
Please tell me are you using a wired or wireless internet?

Please tell me are you using any splitter?

A splitter is a small rectangular shaped box that is used to split one way connection into two way. You will find this in the way between wall outlet and modem.
_________________________________________________________________________________________________________________________________________

INTERNET TROUBLESHOOTING
---------------------------------------

Please tell me the power light status on your modem. Is it on/off/flashing

I will request you to once unscrew the coaxial cable at the back of modem and screw it back properly. Confirm once done.

As I have checked here, your modem is unreachable/offline at our end. In other words, it has lost it's connectivity with Xfinity end. However please be assured I am working on to fix the issue.Please stay connected.

As I have checked here, your modem is perfectly connected with Xfinity end and has no connectivity issue. However let me do some checks at my end to diagnose the strength of signals being transmitted from Xfinity end and to fix the slow speed issue. It will take 2-3 minutes. Please stay connected.


Now I will be sending some refresh signals to the modem. But before that we will need to manually restart the modem.
Please unplug the power cord of modem from outlet, wait for 3 0seconds and then plug it back in. Confirm once done.


Once I will send the signals to your modem, chat will be briefly disconnected. We will be reconnected in the same chat window once the connection is restored in 4-5 minutes. Please do not close the chat window. Is it okay to reset your modem?

-------------------{unresolved no internet /intermittent}----------------------------

I have successfully finished sending refresh signals to the modem. However the modem has failed to reestablish it's connectivity with Xfinity end within the allotted time even after sending the refresh signals. Therefore I have done all the required troubleshooting on your modem to my best. But as the problem still persists, the issue falls under the category of out of scope of remote troubleshooting.


There is a requirement to physically examine the modem health, coaxial connections and wall outlet at your premise with the help of a professional technician to fix this on priority basis. Shall I schedule the technician visit at your place?


-----------------------{ slow speed}-----------------
I have successfully finished sending refresh signals to the modem and found that the strength of signals being transmitted from Xfinity end is perfectly healthy.
You are receiving 100% speed from our end. However there seems to be a signal leakage at the other end that is causing speed loss.



{ resolved intermittent}

I have performed the necessary troubleshooting and done some fixes on the modem to ensure that issue doesn't repeat again in future. However still as a extra measure I will suggest you a technician visit at your premise. The technician will physically examine the modem health, coaxial connections and wall outlet at your premise.

Shall I schedule the technician visit at your place?

_________________________________________________________________________________________________________________________________

TECHNICIAN VISIT
------------------------------------------
As long as issue is from comcast end you will not be charged for the technician visit and the technician will let you know in advance if there are any charges applicable . So if there is your consent then only he will proceed with troubleshooting.

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.
We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.


This also to avoid similar inconvenience in the near future and it normally cost $100 for service visit. But no worries if the issue is caused by Comcast then the technician fee will be waived off.
__________
Please help me with the best contact number to schedule the technician.
I am checking for the earliest availability of technician to fix this for you.
_____________
We have a technician available on between . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied. Is this fine with you?

I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.
Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

________________________
There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:

There will be a automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

If you are not available for the technician 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 the person to be there on behalf of you

You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

_________________________________________________________________________________________________________________

UID PASSWORD RESET
------------------------------------

Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or Wi-Fi password?

As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.
To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the
Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.

If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity Wi-Fi (in home network).
Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity Wi-Fi
(in home network).

So please confirm are you connected to your own Xfinity Wi-Fi right now?

I have successfully registered your phone number or non comcast email address on the account. However before we reset the account password you will need to verify the phone number or non comcast email address. And to do this you might have received one SMS or email with the verification link mentioned in it.

Please click on that link and verify the same. Confirm once done.




Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number

or non comcast email address. Finally enter your new password.
Confirm on you are done.





Since you are not connected to inhome wifi we will not be able to register the recovery options that your non comcast email address of phone number on account.
Hence we will not be able to reset the password in this way.

However I have 2 alternative ways for you

1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successfull verification the details will get registered on account.

After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.

2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.

Please let me know how you would like to proceed ?


__________________________________________________________________________________________________________________________________________________________________


OUTAGE AND OUTAGE CREDIT

----------------------------------------

I sincerely apologize for the inconvenience, It appears that the issue you experienced were a result of outages.

I would like to inform you that there is an outage in your area due to that your services has been impacted. The estimated time of outage resolution is

Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.


In order to keep you updated on outage completion time, I will update your contact number. You will get an text messages soon as outage get's resolved.

May I please have your preferred mobile number that you want me to update on the account for outage notification.

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to atleast apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs and on your next bill.

__________________________________________________________________________________________________________________________________________________________

SELF HELP

( for all types of internet issue)

Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and
manage your account anywhere and anytime.

(in case you schedule tech)

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

_____________________________________________

(IF CUSTOMER IS NEW)

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.
________________________________________________________________________________________________________________


While I can't help you out with specific, I'd be happy to recommend a suitable alternative.
I'm highly convinced that your issue can be easily fixed if you try some of these options instead.






There are 3 ways
Option 1 is clearing your past due balance today, If you clear our otstanding balance today your services is restored today after the payment.

Option 2 is by enrolling in installment plan by which your bill is divided into little small monthly installments so that you can easily pay the amount, for this you need to pay $50 minimum payment today to enroll in installment plan and restore your services.

Option 3 is we have dedicated Retention team if you enroll in installment plan they can help you with it and activate your services today.
___________________________


Please try doing it, If you think there is an issue please let me know because we also have a dedicated Retention team I will go ahead and create a recommendation on your account with regard to you wanting to keep enroll in Installment plan. And I will provide you the direct number of the team so that team can set it up for you.
__________________________________________________________
Agent Rajit Chatted with

Agent: Rajit
Chatter:
Verification done by:
Issue:
Resolution: