Notes

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XM pitch Phrases



Sign you up for Xfinity Mobile



Would you be interested in adding another line to Xfinity Mobile



Would you be interested in adding Xfinity Mobile Protection Plan.



How about I can help you to get $200 visa gift card and additional up to $25 discount in internet bill



With Xfinity mobile services you will get $200 visa card which you can use any where like for shopping bill pay dinner etc and enjoy 5g internet services with upto $25 discount on internet bill with millions of hotspots





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Greeting

Hi this is from troubleshooting department and I will be assisting you with your concern for today. Please give me 2-3 minutes to review your conversation with the previous representative.



A wonderful day!! Thank you for choosing Xfinity!! This is -- Your Xfintiy Ambassador FOR TODAY. It will be great pleasure to assist you today. May I have your first and last name of awesome customer.Kindly tell me more about your concern and let's start working on it .



We at comcast will continuously strive for total customer satisfaction, thank you for giving us opportunity to work on your concern and provide you the resolution



You have been very patient and amazing with me. probably the best customer for today. We couldn't have done this without you help.



Mr. / Mrs. Customer, today you chatted in regarding ____________, and we discovered that ______________________. Can you confirm that this resolves your concerns today?



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



I am sorry for taking your too much of time however without your cooperation we are unable to fix the issue, really thanks for your efforts and support..



We at comcast will continuously strive for total customer satisfaction, thank you for giving us opportunity to work on your concern and provide you the resolution



You have been very patient and amazing with me. probably the best customer for today. We couldn't have done this without you help.



Great! I appreciate any feedback on the service and experience I have provided you today.You can close the chat by clicking on ''END CHAT'' button on the top of the window.



It has been great to have an opportunity to fix your issue. Before we end this conversation, Is there anything else I may help?



Please confirm if anything else I can assist you, you are my first customer of the day.



You are the best part of Comcast. Are there any concerns related to Xfinity services which were not resolved in the past? We would glad to look in to that for you.



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Relate

Thanks for reaching out to us. I regret for the inconveniences you have experienced with our services. Don't worry, we will figure this out together and resolve the issue. let me quickly pull up your account and check the details



I understand the importance of Internet service for you. I am more than happy to quickly help you fix your concern. So you can enjoy your subscription and put a smile on your face



We know how important the services in your home are to you. Let me quickly pull up your account and check what's causing that issue



Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.



I know how frustrating it can be trying to watch tv and getting an error. I know exactly what to do to get the XRE-00021 error fixed!



I've dealt with pixelation on my TV and it was so frustrating! The good news is I'm an expert and I know exactly what to do to fix this issue.



We regret for the inconvenience. We will work as a team and help you to fix the concern and provide you best possible resolution.



I regret the inconvenience caused, do not worry I will check the cause of the interference on your services and help you with online services



I regret the inconvenience caused, do not worry this issue is now on Xfinity and we will get this resolved.



I'll do troubleshooting to fix the issue remotely, if needed, I'll arrange a technician visit/tech call or escalate the issue as per system recommendation.



I am now going to perform a diagnostic check of your services and equipment. This check verifies the current status of your equipment and services. It should take only 2-3 minutes to complete the check. If needed, we will schedule a technician who will come and get this fix permanently for you by checking all physical resources.



Health check has detected that the equipment status is Red/Gray. It means that the equipment isn't receiving proper signals.



I am going to provision the modem to update it's settings. After a successful provisioning , connection speed should improve and remain stable and if needed, we will schedule a technician who will come and get this fix permanently for you by checking all physical resources.



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High Bill I can definitely understand how a sudden increase on our bills makes us feel. I would be concerned as well. I'll make sure to review every charge on your bill to determine what caused the increase.





Suspended Services We all are customers at same time and I understand the importance of active services for our daily work and entertainment.



Needs PTP I do understand sometimes we are not able to pay bills on time as we have to manage our other expenses on the same time.





Needs PTP It is good to manage our monthly budget as we have lot of expenses in our daily schedule, I also manage my monthly expenses.



Needs PTP I do understand sometimes we are not able to pay bills on time as we have to manage our expenses, let me quickly go through the account to look for payment extension.



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Rude



I understand your frustation.Name I just reviewed your account and found the oppurtunity to resolve this issue. Also I would be more than happy to provide the resolution on this chat.



I am now running the diaognostic test on device and then also follow other troubleshooting steps. I may ask few question to understand the root cause to know why it happened and need your support too.



Mean time, how about your day going so far? Believe me, I am taking care of your concern you can forget that for a while.



Oh! I really sorry about the Auto response due to inactive on chat session, please ignore my last message.



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Delayed in Responses

Allow me to tell you beforehand that my replies may be delayed as right now there is some unusual lag on the internet.Please bear with me if that happens & rest assured I am here to help you.


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XFINITY Rewards and appreciation



I can see that you are using Xfinity since 2010, What a milestone!Thank you for being with us since a long time and letting us serve you. I appreciate your loyalty and business with Xfinity.



I see here that you have been with us for years now. What a milestone! We value your business and appreciate you for choosing Comcast to your digital needs. Because of that, it got even more exciting and rewarding! As ouf way of saying MASSIVE Thank You for being loyal with us, You can take advantage now of your XFINITY REWARDS! Have you heard about this?



Depending on your Xfinity tenure, your are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards etc.{Access it on Xfinity app or Xfinity.com/Rewards}



Have you heard about it or are you using it?



HotSpot

Meanwhile, I would like to inform you that Xfinity provides Wifi hotspots and you can simply find the nearest hotspot by going to this link wifi.xfinity.com or by Xfinity wifi app on mobile. And connect to hotspot with your Xfinity username and password. You can also download XFINITY Hotspot app. I am sure you will enjoy that too.



Have you heard about it or are you using it?



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Outage

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this.The estimated time of resolution will be at -- 06/27/2018 01:59 PM (Eastern) I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.



I would like to inform you that interruption of Internet, Cable & Phone service is caused due to ongoing outage in your area. It is expected to end on - and our Engineers are working hard to fix it. Your patience would be highly appreciable.



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Disclosers

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



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 the person to be there on your behalf.



If the issue is from Comcast end, the services call would be free of cost, however if the issue found on your end then charges will be there and that would be applicable and explain by technician there and then. In the Majority of the cases, issue is found at Comcast end and our technician always help to fix the issue and there would be NO charges.



Please download Xfinity My account App from Play Store / App Store and you can easily manage your appointment anytime. You can reschedule it or cancel it very easy and do not need to contact us back. Just go to My account Section and click Overview tab and then select your option to re-schedule/cancel.


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Cancellation of services.



I'm sorry to hear that. We would love to keep you as a customer. Is there a particular reason you want to disconnect?



I'm sorry to hear that you wish to cancel the service, you are a valuable customer to Comcast. May I know the reason behind your request for cancellation of services?



I understand that you want to cancel services today, You can request for cancellation of service by calling our dedicated helpline number.



You can call our Customer Solution and Retention Team at 1-800-XFINITY (934-6489) & follow the prompts to "cancel service" or "downgrade service." The business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM



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Return Equipment Policy



We no longer offer return label kit, however you can return equipment via UPS store without return label or return at Local office. There are no charge if you will be returning equipment to any of UPS Store location. You can also schedule equipment pick up from their home by calling UPS at 1-800-823-7459 . However, there is a fee charged by UPS for home pickup and Comcast does not cover the fee. No need to pack the equipment, UPS Store will pack the equipment , ship it to Comcast and provide a receipt to you for same.





If you will return your equipment at UPS store, you needs to show a valid ID proof and a copy of the Comcast bill at the UPS store. You can ask for equipment return receipt at the store for future reference.You can track your equipment return on http://www.ups.com/ with the tracking number provided on their receipt. You will also receive a confirmation email from Xfinity for equipment return.

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Bulk accounts :-



I would like to set proper expectation that you have Bulk / Business account and issues cannot be properly addressed by Live Chat Support since we have limited access to your business account. This can be properly explained by calling 1800-391-3000 . They are the dedicated team for Business accounts . However to make sure that the modem is feeding the right signals, let me go ahead and perform a few troubleshooting steps so that we can determine the cause of the problem.



We don't have rights to touch the business accounts you have reached to residential queue. I will request you please call at 1-800-391-3000 or ask you account management team to get in touch with us. Only they are authorized to make the changes on the account.



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Can not Open new account



Thank you trying to get the new account However due to non availability of Comcast, we can not provide services here, We will definitely help you once Comcast will be available.



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CSA only.



I understand and will request you to please contact our customer assurance team at 1888-565-4329 between 06 AM – 02 AM. They will assist you in logging to your account



The Customer Security Assurance (CSA) organization has been established to ensure a safe and secure online experience for our Comcast customers. This team is a dedicated group of security professionals who respond to issues pertaining to phishing, spam, infected computers (commonly referred to as bots), online fraud and other security issues. So' I would request you to please call to 1-888-565-4329 to get complete information about that.



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Spanish Customer



I apologize, i don't understand Spanish. I would request you to please send your messages in English. If you need support in Spanish i would request you to please contact our Voice support at 1800-934-6489



Me disculpo, no entiendo español. Me gustaría pedir que por favor enviar sus mensajes en Inglés. Si necesita ayuda en español pediría que por favor póngase en contacto con nuestro soporte de voz en el 1800-934-6489



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Data Charges Policy

XFINITY XFI plan include Unlimited Internet as well as XFINITY modem in just $25. You do not need to pay $14 seperately for the XFINITY Modem. Moreover, it include XFI pods which will be deliver post 14 days of activation of XFINITY XFI. Once the XFINITY XFI will activated, the Whole Home WiFi evaluation will run during this time period to ensure there is full coverage in the home. If there is any dead spot found in home Wifi evaluation we'll send you XFI pods free of cost.



When you exceed 1 TB of data usage, you will receive an email, an in-browser notice and an additional 50 GB will be automatically allocated and you will automatically be charged $10 each time we need to provide you with an additional 50 GB of data for usage beyond your plan.

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WIFI Passwords



I will help you to reset the password for the wi fi . you can just follow the simple steps in order to reset the password.



Steps are :



Have your computer connect to the modem directly using an ethernet cable or on Home WIFI network.

Open a browser (Internet Explorer, Mozilla Firefox, Safari).

On the address bar, type in http://10.0.0.1 and press Enter.

Enter the following:

username: admin & password: password

On the left side of the browser window, click on Gateway > Connection > WiFi. You will now see the Private WiFi network Configuration screen.

On the field beside Network Password, input the password that you would like & Once done with the changes, click on Save Settings.



Note: You can also change the network name of your wireless network on the same screen.



The password for your router is located in the sticker on your modem.

It is labeled as network key.

In order to make the changes on the wi fi we require the ethernet cable , so that we can prevent loosing the connection of Internet .



The password to connect your device to network is the Network key. You will be able to find it on a barcode sticker either at the back or at the bottom of the Modem/router device. It is an alphanumeric code.



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Please dial the number 1-800-934-6489

-



Call is being processed

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Please press 1

-

Please press 1

-

Then press 2

-

Then press 4 to speak with a representative

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Local Office Appointment


As you are visiting Local office, You can schedule an appointment with us by visiting your nearest Xfinity Store or save time using our online Xfinity Store Locator. Before visiting us, please visit xfinity.com/stores to confirm store hours. You can save time by scheduling an appointment and do not need wait in lines.

Please follow steps:

Go to our Xfinity Store Locator tool : xfinity.com/stores and follow the steps below to easily schedule your appointment online.

Enter a location and click the magnifying glass or select the Use current location button to search for a store near you.

The closest stores will appear for you to choose from. Select a store by clicking on the tile in the search results or the View Store Details link.

Click the Book Appointment button.

Read the prompt and click Continue if applicable. After log in Select a reason for your visit from the list that appears. Then, click Next: Add a Note.You are done.



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To Set up Your Clock Display



1.Press Menu twice on your silver Comcast remote control.

2.Select Setup.

3.Select Cable Box Setup.

4.Under Front LED Display, select Current Time.

5.Press OK/Select on the remote.



Connect a Wireless Printer to Your In-Home WiFi Network

1. Access your printer’s control panel.

2. Select the Setup option, which typically appears as a wrench icon.

3. Select the Network menu.

4. Printers often have a Wireless Setup Wizard that lists the WiFi networks in your area. Select your WiFi Network Name (also called an SSID). If your wireless network is not listed, scroll to the bottom of the list and enter yourWiFi Network Name and Password.

5. If the connection is unsuccessful, try printing a wireless network test report to troubleshoot the issue.



Firewall and Parental Control Setup for Wireless Gateways

First, set up your wireless home network (see Plug In and Power Up Your Wireless Network with a Wireless Gateway for details).

Once you've done that, you can improve your security, personalize your settings, protect your children and more. We'll walk you through some of the basic features and how to get them working.



Set Up a Firewall

A firewall is a barrier that controls what kind of data comes into and out of your network. A firewall can prevent spam sites from installing unwanted programs on your computer, protect your personal information from theft, and much more.

Note: Higher security from a firewall can block functions you might use, such as peer-to-peer applications like Skype or Spotify. The default firewall setting on the wireless gateway is Low, but you can change your settings to suit your particular needs at any time.



Calendar on iPhone



1.Launch the Settings app from your Home screen.

2.Tap on Mail, Contacts, or Calendar.

3.Tap Accounts.

4.Tap on Add Account.

5.Tap on Google.

6.Enter your login information for your Google account and tap Next after each step.

7.Tap the switch next to each Google service you'd like to sync. If you have existing local mail, calendars, contacts, or notes, you'll have to either tap Keep on My Phone or Delete each time you enable a service.

8.Tap Save in the top right corner of your screen.

9.After you save your account, you can access your settings at any time by tapping the Gmail entry under the Accounts header. If you'd like to change the description from "Gmail" to something more apt, tap the Account button, then tap the Description field.



We can simply go to Setting tab > Filter Rule > Add Rule > Adjust Contacts > From > Enter the Email ID of EX > Click Save.





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For all channel Line UP http://www.comcast.com/Customers/Clu/ChannelLineup.ashx

Spanish Channel Line up : http://www.comcast.com/bic-plans

Sports Channel line up : https://www.xfinity.com/sports.html

For Shop/Upgrade http://www.comcast.com/upgrade?CMP=ILCXFICOMOSRV3B

Move or transfer the services https://www.comcast.com/move-transfer.html

On Demand Videos http://xfinitytv.comcast.net/ondemand/?cmpid=FCST_rdrct04

To Add International Program https://www.comcast.com/Corporate/Programming/international-programming

Xfinity Home security http://www.comcast.com/home-security/

For Sports Packages http://xfinity.comcast.net/sports/

To Order new box http://store.comcast.com/

To install/check Xfinity Apps http://xfinitytv.comcast.net/app

To add a particular channel http://xfinity.comcast.net/instantly/upgrade/?CMP=FooterIU

For all support can follow https://customer.comcast.com/help-and-support

To check DVR online(Sign in) http://xfinitytv.comcast.net/mytv/dvr

To check SIK order https://securestore.comcast.com/orderlookup.php

Copy right alert http://corporate.comcast.com/unsupported (copy right)

Return equipment http://www.comcast.com/Corporate/ReturnEquipment/ OR call 18009947365

Olympics http://xfinitytv.comcast.net/microsite/nbc-olympics-sochi-2014?mid=13002005

To order cable boxes : https://digitalnow.comcast.com/

To get JOBS in Comcast : https://jobs.comcast.com/

Pandora Set up : http://welcome.comcast.net/x1

Shutter Cloud : - http://comcast.shuttlecloud.com/comcast/start

One time Payment https://customer.xfinity.com/lite/out-of-home

Services at New address : - https://locator.go2broadband.com

New Order Sign up :- https://www.xfinity.com/learn/offers

Seasonal HOLD :- https://inseasonal.cable.comcast.com/

Get Started and get account number : www.xfinity.com/getstarted

Check Usage Details : https://customer.xfinity.com/MyServices/Internet/UsageMeter/ HOW6713 --- Speed different PRD1145

To Check IP address : https://whatismyipaddress.com/

XFI PODS http://www.xfinity.com/xfipods ** SOFT Fallout team (1-877-392-1494) to complete their Pods order. HOW12614 Do not send CX locl office HOW11838

Sweep takes http://www.comcast.com/sweepstakes



Call rates for International : https://www.xfinity.com/international-voice?showiro=yes

Norton PIN : - https://support.norton.com/sp/en/us/home/current/solutions/v113939272_EndUserProfile_en_us

Activate Account and equipment : http://www.comcast.com/activate



To complaint service : http://www.comcast.com/customers/feedback/default.cspx

Call back :- https://www.xfinity.com/support/schedule-callback/

Seasonal Eligibility for the customer using the link : https://inseasonal.cable.comcast.com/#/home

Steps to call back arrange:- Login to MY account>>> Scroll Down>>Contact>>View contact options



Link To Purchase for XFI PODS:- http://www.xfinity.com/xfipods



To track order : https://securestore.comcast.com/orderlookup.php



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XFINTITY HOME SECURITY HELPLINE : 1-855-711-7997



Xfinity Hot Spot calling team : - 1855 - 845 - 6834 TLk1294



Xfinity helpLine :- 1800 - 934 - 6489 || 1-866-489-0919



Norton :- 1877-272-7149



CSA Toll-Free Number: 1-888-565-4329



CSA Data Usage Escalations: 1-877-807-6581



Xfinity WIFI pass Helpline : 866-366-5756



Internet Essentials call center: 855-846-8376



XFINITY Mobile : - 888-936-4968.



Xfinity Prepaid services :- 1-855-757-7372



XFINITY Accessbility Helpline :- [email protected] and 1855 270 0379 CNT1162



Emails Interface :- TLK2853, HOW11362



POP and ImAp difference and more steps :-HOW10583



Ownership tranfer HOW12154



Name change TLK2966



Verification HOW12809

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