Notes

A wonderful day! Thank you for choosing Xfinity! This is Priyanka, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have first and last name of awesome customer ?



Xfinity Rewards is a customer appreciation program with a mix of special perks and unique experiences as a way to thank Xfinity customers.



Rewards are waiting for eligible customers from the day they join, and the rewards keep on coming. The longer customers are with Xfinity, the more rewards they’ll get, and Xfinity Rewards is free and easy to use. You can access the benefits by accessing this link: www.xfinity.com/rewards



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I am also happy to inform that your account has been chosen for Xfinity mobile services that offers access to America's best network, flexible data options, no contracts or 5G charges and many more.

May I know how much you are paying for current mobile bill to calculate savings ?



We are also running an awesome deal just for you in which you will get FREE Samsung galaxy A13 and $50 FREE prepaid card if you port number to Xfinity with each line. Sounds fab ?



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The new WiFi Network name must be 4-31 characters long. It may contain letters, numbers, hyphen ( - ) and underscore ( _ ). Spaces are NOT allowed. The new password must be between 8 and 63 characters long. Special characters are allowed with exceptions (<>'"). Passwords are case sensitive and spaces are NOT allowed.



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Thank you for contacting Xfinity chat support. My name is Nandini.

How may I assist you today?



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1)Access My Account and select Settings on the Blue Toolbar.



2)On the left side under Xfinity ID, Paswords & Pins, select Voice security PIN.

Note: Security Q&A can be updated here as well.



3)Enter Current PIN and New PIN, then Confirm new Security PIN. Click Save. 4)To change the security question and answer, click Edit next Security PIN secret question.



5)Select a question from drop-down menu, type the answer and click Save.



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1)Press the xfinity button (X1 or Flex) or home button (Flex) on your remote.



2)Use the right or left arrow buttons to get to the gear icon, then press OK to go to Settings.



3)Use the up or down arrow buttons to get to Privacy, then press OK.



4)Go to Clear Cookies and Local Storage Data and press OK.



5)You'll see a confirmation window. Press OK to clear cookies and local storage data.



6)You'll see a confirmation message once cookies and local storage data have been cleared from your TV Box.











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Please follow these steps to enable auto pay on account:

1)Visit the My Account Automatic Payments and sign in to your account using your Xfinity ID and pasword.

2)Select the payment method you'd like to use for automatic payments.

3)Fill out the form with your bank or card information.

4)Read and accept the Automatic Payments Terms & Conditions and click Set Up. A confirmation message will appear at the top of the page. You’ll also receive an email enrollment confirmation.







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1) Log in at xfinity.com/myxfi or on the Xfinity app (download on the App Store or Google Play). If you already have the Xfinity app, make sure you have updated to the latest version.

2) At the top of the Overview page, you’ll see your WiFi name(s).

3)To see your pasword, select the right arrow next to your WiFi name.



4)Click See Network.



5)Then, click Show Pasword.



6)Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes.



7)Select Apply Changes after making any updates.







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Please be advised though that we may need to run a credit check. It's a hard inquiry so it will lessen your credit score temporarily, are you fine with that?





Please provide me the below details for credit check

Tax ID

Driver's license

Driver's license state

Date of Birth



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To place the order there will be a a One time deposit of $ 100 required which will be adjusted in your monthly bill

The deposit must remain on the account for at least 12 months. After 12 months, if the customer has not had a soft disconnect within the past six months, the deposit will be applied to the customer's account.



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Upon checking, I am getting a temporarily disconnected account this address due to pending balance of $. However the account is currently not eligible for payment extension due to following reason: In order to get services restored, I would request you to please access this link and make payment arrangement for minimum due amount that is $:

https://customer.xfinity.com/#/settings/bill/scheduled-payments



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Please be asured, Xfinity flex services are added just to take feedback regarding the same from valuable customers like you.It will NOT have any impact on your monthly bill. NO hidden charges and free for lifetime :)





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https://callbacks-prd.apps.cloud.comcast.net/api/ScheduleAgentInitiatedCallback





https://www.xfinity.com/learn/channel-lineup?tier=ultimatetv



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1. Go to www.xfinity.com/pasword



2 Enter your Xfinity username and click Continue. username :

triciaathome





3. Complete the security check by typing the moving letters in the box. Click Continue.



4. Select a method for recovering your pasword from the options listed and click (you will see number:770-231-0953) for pasword recovery.





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It was pleasure chatting and working with a lovely customer like you.



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Oh, I can completely relate to you as I also would not like to miss my favorite shows. Let's check what's the issue get best resolution for this.



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No issues, let me quickly check what's wrong and get it fixed.



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You can also book an appointment with store representative by accessing this link: www.xfinity.com/local



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Click on end chat at top right corner of the page and follow the instructions.









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It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value you as a customer.



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I'll highly appreciate any feedback on the services and experience provided by me today. I hope you have an amazing rest of your day .



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There are many reasons for me to thank you, for your patience, for the support, understanding and being so polite throughout the chat.



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



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Awesome, Really happy to see everything works now



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Date and time details may take few minutes to show up according to area, your patience and time will be highly appreciated.





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In that case, I would request you to please contact our customer security asurance team at: 1888-565-4329 6A.M.-2A.M.ET , they will asist you with pasword reset code over call itself.





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In that case, I would request you to please contact our mobile team at: 1888-936-4968 as we are from internet and cable repair team and have limited access for mobile related queries.





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So sorry that you are not getting the desired speeds, I can completely understand we need it for work and entertainment purposes. Let me quickly check the devices for speed issues.



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I can completely understand the importance of stable internet as we all need it for work and entertainment purposes.



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We regret to know that internet is cutting out again and again. This is not the experience we want you to have as a customer. I am checking for it right away.





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I have just refreshed the devices and modem is showing online in account now.



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Please follow these steps to set different wifi bandwidths: 1) Go to XFi app 2) Click on 'connect' tab 3) Click on your network name 4) select 'see network' 5)Click on EDIT WIFI on top right corner of page 6) There you will check the box for using different names for 2.4GHz and 5.0 GHz WiFi



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Sure, I will process credit on your account for service interruptions from my end :)



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Your final bill will be $ after eco bill and auto pay discount, taxes and all.



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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 positive for corona virus ?



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It looks like you've possibly walked away, or have left our session. You can contact us at anytime, 24/7 at https://support.xfinity.com/chat or by using self service options on the myaccount app xfinity.com/myaccount. Thank you for contacting XFINITY Support.



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We'll send a text message to 8477540977 to confirm the issue is still occurring. If the issue persists, you should reply to the text when available to continue troubleshooting and connect with an agent through chat or virtual callback.



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I haven't heard from you for a bit. I'll be here for few more minutes if you need my help.



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May I have your 16 digit Comcast account number that can be found on any bill or last 4 digits of your SSN ?





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Upon checking, the package you were having was under promotion, however, now it has been rolled off and you are getting it on end day price. If you allow, I can see if any other promotional deals are going on in account to lower the bill.





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If you allow, i'll also try my best to assist you in all possible ways.





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Go to connect.xfinity.com Go to your email Select ' Select all' to Please mark the emails'(it is available below the compose option)>Besides compose there will be icons for refresh, reply, delete,etc>click on three horizontal lines (last of the icon)> Select save as file and download all your emails to your device.





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To initiate a return or exchange, visit Xfinity.com/xfi-pods-return-form. Once the return/exchange form is completed, you will receive an email confirmation with next steps on how to return the equipment, as well as details on how your refund or exchange will be processed.







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https://www.xfinity.com/support/articles/forward-calls-with-call-forwarding





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Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 15 seconds. You should see the lights on the device turn off and start mh1





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Is it possible for you to have a direct connection with the modem via ethernet cable to device you are using/ without any splitter or router as these devices sometimes affects the connection.



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I am checking status of devices and services in the system. It may take 1-2 minutes.





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Please do not press back button and avoid using other applications for us to stay connected.



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Just to confirm, is this the service address you are referring to:



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Are you using any additional router or splitter along with the modem?



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Sure, please allow me 1-2 minutes to check account information for you.



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Do you have any other questions or concerns I can help you with?



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



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Thanks , nice to have you on chat and hope you and your loved ones are doing well and safe :)



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May I have your preferred email or number to get registered in the account?



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Thank you for the approval :) Your order number is:



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May I have your preferred number or email to send the tech visit approval?



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May I know are you getting any error code or message on the T.V. screen?



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May I have your preferred mobile number or email id to send the approval link?



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May I know the model of your remote? You can find it easily on the back side of the remote.





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Signing up for the Automatic Payment is fast and easy. Go to www.comcast.com/ecobill 1. Sign in using your Comcast email address and password. 2. Click on 'Set Up Automatic Payment'. 3. Choose a payment method. 4. Enter the bank/credit and billing





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1)Using the remote press the xfinity button. 2)Highlight Settings (the gear icon) and press OK 3)Highlight Preferences and press OK. 4)Highlight General and press OK. 5)Press the down arrow on the remote and highlight Prefer Best Available Resolution. Then press OK to toggle the feature on or off. 6)Press Exit to finish.





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Please click on forget wifi network by going to wifi settings of device you are using and connect back. Ensure you remember your username and password.



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Please ensure the modem is connected to an active outlet for atleast 5 minutes.



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Meanwhile, could you please confirm your first and last name?



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I have sent a verification code on your number ending . Kindly provide that on chat.





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Thank you. Approval link sent on this number. Kindly click on I AGREE and approve the order.





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In that case, as we have performed all the basic troubleshooting steps, let me escalate the issue to our advanced technical team. They will contact you and take care of the issue within 24 hours.



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May I have the serial number of the box you are having an issue with? You can find it easily on the back side of the device.

It should be a 12 digit number with combination of letters and digits.





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In additional Dvr services, you will get 300 hour cloud DVR and 500 GB on the device.



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Please go to 10.0.0.1 Login with username : admin password: password Go to gateway> connection > wifi> you will get the option to setup security mode It must br WPA2







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I have also added your number for our retention team that will contact you whenever there will be any better promotional deal as per the availability to lower the price.



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It was the bootfile of your modem that was outdated. Bootfile helps the connection to be stable. It happens once in a while that the boot file associated with the modem gets outdated.





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I am glad to work with you today to resolve the concern. I believe that our interaction today has helped improve your experience with Xfinity and it's services. We will continue to work towards making your journey cheerful with us for years to come.





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1. Go to www.xfinity.com/password 2 Enter your Xfinity username and click Continue. username : danradicchio 3. Complete the security check by typing the moving letters in the box. Click Continue. 4. Select a method for recovering your password from the options listed and click (you will see the email : [email protected] or the phone number : 303-947-5500 for password recovery.





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Just to set expectation, you will see a message that says I have "left the room"; however, you will still be connected to the next available agent. Please stay online and connected to the chat for the next agent who will assist you as soon as possible.





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To complete the order, please go to this link: http://www.comcast.com/eloa/English/e911 Account number- ** , Phone numbber - ** Once you done with the link you will get " Transaction ID " starting with "3****" please provide me that number.





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We have a dedicated security assurance team available at 1888-565-4329 6AM to 2AM ET that will assist you with the reset code on the call for the login so that you do not have to wait till the internet services gets installed. Sounds Good?







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You can download the Xfinity My Account app from the app store. It gives you the convenience to view Outage Information. As soon as you log in, the app displays a message if an Outage has been detected.





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May I know the mta MAC address of your modem to be assured I am working on a right device? You can find it on the back of the device.



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Please follow these steps from Xfinity remote. 1.While watching the affected channel or program press the down arrow. 2.Using the right or left arrow buttons select the SAP icon and press OK. 3.Select English (or Spanish if watching a channel in that language) and press OK. Once done please let me know.







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Please note, as long as you keep any 1 service with Comcast, an early termination fee would not apply. You may upgrade, side grade and downgrade all lines of business without penalty.





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May I know are you having a wired or wireless connection?



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Our Customer Security Assurance (CSA) team makes sure you have a safe online experience. These security professionals handle issues like phishing, spam, infected computers (often called bots), online fraud and other security issues







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You will see the full charges on the approval page as it is a standard one, however please be assured that I will waive off the charges for you from my end.







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I can process a credit of $40 from my end and moreover, once the tech visit will be completed, you can chat back with our billing department to waive off the remaining amount as well. Sounds good?





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the technician visit will have one time charges of $100 as you opted for self installation kit that will reflect in your next month bill. Shall I proceed with the appointment?





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1. Press and hold the A (triangle) and D (diamond) buttons on the remote for three seconds until the status LED changes from red to green. 2. Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.







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Now, please remove the power cord from modem for 30 seconds and then plug it back.



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Alright, now I am sending refresh signal to the modem from my end. it may take 3-4 minutes. Please stay connected.





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Please ensure that all the coaxial cable connections are secure and tight , and you are having a direct connection with the modem without any splitter.





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Hope you are happy with the services I have provided today and it was ten on ten ;)



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Please let me know if you have any other services concern? I will be happy to assist you if any. I want to ensure we have covered everything on this chat







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I have registered the signals in your modem, Please follow these steps:- 1. Unplug the MODEM from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of THE MODEM. 3. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 4. Plug back the modem to the power source to turn it on and wait for all lights to sync. 5. Please let me know once the modem is fully synch so I can run the activation process.





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Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services you want. I'll ask you to review the order, and then if it's correct, please approve it. Are you able to receive a text message or email to review right now?





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As checked from your account there is discounted price offer available for home security services in $30 along with free installation ( generally it cost $99.99 for the installation). And home security includes 24/7 Security & Professional Monitoring , 1 Touch Screen Controller , 3 Door or Window Sensors, 1 Motion Sensor and 1 Wireless keypad. All the devices are wireless so no drilling required. Our tech will take care of every thing for you and he will install the equipments for you.Generally installation charges are $99.99 but I will provide you free installation for the services. So you dont have to do any thing from your end as we will also provide the equipments from our end. So in $29.95 for the Home security , how does this Sounds to you ?







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Please make note of your new number which is 6622604727 and it is non publish. Also would you like to get the battery for the services access? As it cost $165 and this is optional.



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In order to cancel the services you need to call at 1800-934-6489 which is the direct helpline number of our dedicated department which will complete the procedure for the account cancellation and service.





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I will also add your name in the Appointment Waitlist so that if there will be any early slot available, you will get a call from the technician to make visit.



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Please allow me 1-2 minutes to read your previous conversation.



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We have a dedicated business team available at 1-800-391-3000 for the business accounts as these account have special business rate codes available that are only accessible by the business team as these accounts are highly secured accounts.





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May I have your preferred mobile number for the day of appointment?



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as after sending refresh signals still the modem did not came online, so now I need to book a technician for the issue. Our tech will take care of every thing and provide the stable services access and also make sure that there will be no issue with the services in the future.





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To close the chat properly, please click on the END CHAT button located at top right corner of the screen and follow the instructions :)





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To do my best to help you ,let me escalate the concern to our technician team which are working so that they will fix the maintenance as soon as possible. And make sure you don't have to face the interruption in the future due to this.







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Sure, We are available to answer your questions at your convenience, 24 hours a day, 7 days a week.





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For this interruption of service you will also get the credit in your account. I will raise the request for the credit to your account for this interruption of the service. And also share the confirmation number with you.





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If needed then I will also schedule the technician to check the connections manually from inside and outside of the house. Our tech will take care of every thing and provide the stable services access and also make sure that there will be no issue with the services in the future.





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Your account is eligible for free flex services and in this you will get free access to stream more than 10,000 free movies and shows, access premium subscriptions like Netflix, Amazon Prime Video, HBO and Showtime, and rent or purchase top movies and shows - all without switching apps or inputs. And also access to music choices, like Pandora, iHeartRadio and Amazon Music. Certain Xfinity features are also available. To access this I will also provide you free cable box . Along with free shipment. So your total bill will remains the same which you are currently paying, Sounds good ?



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As checked there is maintenance is going in your area which is completed now and now our tech are performing the connection checks on the cables so due to this your services are not working. So your service will be start working very soon. Please provide me your preferred phone number so I can update for maintenance notifications and you will be notify when the service will start working for you.





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I can also see that you have been a loyal Comcast customer. We truly appreciate your business and look forward to providing you with exceptional service.





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I hope that all the issues are addressed.



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if you want then you can also arrange the call back from this link :- https://www.xfinity.com/support/schedule-callback/ So our advance department will call you on your preferred time and help you to fix this on priority basis.



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I apologize we have limited access for call as we are from chat support team. I can also try to assist you over the chat for Xfinity query/concern. However, if you still want to talk, I would request you to please contact our dedicated team at: 1800-934-6489 8A.M. to 9P.M. EST.



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Please be assured that there will be no charges for comcast ended issues.



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To use Xfinity Flex, you'll need an Xfinity Flex streaming device. The first Xfinity Flex streaming device (which is 4K ultra high definition, or UHD, enabled) is included with your Xfinity Internet service. Each additional streaming device is just $5 per month. If you'd like to cancel your service for any reason, you’ll need to return your Xfinity Flex streaming device.





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With Xfinity Flex, you’ll be able to stream more than 10,000 free movies and shows, access your favorite apps like Netflix, 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



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I understand your hesitation. Believe me majority of customer's denies for home phone service initially, but once they start using it, they cherish its features.



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





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Please note down, your WIFI name (SSID) & WIFI password (Security Key) is written on the back side of modem on a white color sticker near the barcode which is required for a new login after hard reset.





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While I am checking the details I would like to inform that you can also follow basic troubleshooting yourself for all the services and devices you have which will help to save time as well. You can download Xfinity My account App and use in future to easily troubleshoot and manage your account anywhere.. You just need to go to Devices tab , select your Cable box you are experiencing issue with and follow the further given steps to troubleshooting through app. It will give you option to restart device and send signals yourself.





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While I am checking steps for you I would like to inform you can also install “XFINITY Remote app” in future to check your remote details and pairing steps to pair remote with Tv. You just need to choose remote and Tv’s make and model and it will take you to further steps automatically that you need to follow.





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While I am checking the device status I would like to inform you can also install “XFINITY Remote app” . You just need to set up app using XFINITY email and password. With the Xfinity TV Remote app, you can use your smartphone or tablet as a remote control: change the channel, program your DVR or search Xfinity On Demand and TV listings - all with a simple tap on the screen. You can even schedule DVR recordings when you're away from home. Your TV is now right in your hands.





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Please confirm from how long have you been getting this issue and have you performed any troubleshooting steps earlier?



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I would like to inform you about our fantastic feature of xFi Complete that expands the Xfinity Internet experience and gives you all the great features of xFi, plus: Whole Home WiFi - it automatically evaluates your network performance to help ensure the most WiFi coverage throughout your home. You will receive the initial Whole Home WiFi Evaluation results email about 14 days after activating xFi Complete. The email will include a self-service link to order free Pods based on the evaluation. Free xFi Pods can be redeemed through the link provided in the results email.



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I have just checked your modem is Xfi enabled. So I am happy to inform that you are eligible to use one of our customer's favorite features which is “XFI “where you can set up your home WiFi and be online in minutes, find your WiFi password, see who's online, troubleshoot issues and even pause home WiFi network access during dinner time. You can download “XFinity XFI” App from app store or play store and set up using your XFINITY Sign in information. It also help to see connected devices and mange advanced wifi settings anytime anywhere.





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While I am working on the issue, I would like to share for future reference that we also have self service help and tutorials at Xfinity website to guide you on basic troubleshooting steps which you can try to resolve the issue from your end which will also help to save your time.





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I can understand your situation as phone keeps us connected with our loved ones. Let me quickly check what I can do for you.



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I can understand television is one of the best source of entertainment these days. Let me quickly resolve your issue.





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I can relate to you as life without internet can not be imagined these days. Let me quickly check what's wrong



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Thanks for choosing Xfinity. Have a safe and great day ahead.



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https://customer.xfinity.com/#/settings/bill/scheduled-payments



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Make sure your mobile data is off and you are only connected to your Xfinity in home network.







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Please make sure you are at home and connected to your Xfinity internet while verifying the same





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May I know the username for which you want to reset your password and reason for login too.



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I am happy to inform you about our Free XFINITY WIFI hotspot on the go, you just need to download XFINITY WIFI app from app store or play store and set up using your XFINITY Sign in information. It will automatically help to detect nearby hotspots and connect to them. The best thing is it is free and usage does not count toward your data usage.





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You would be happy to know that If you wish to track or change or cancel your service appointment you can do it yourself , Just go to Xfinity website and click the 'My Account' header near the top of the page. You will see your appointment details with EDIT or Manage appointment option where you can modify it as per your preference .



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ACP
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ACP is a longer-term replacement for the Emergency Broadband Benefit, designed to help keep families connected to the Internet. Qualified households can receive a monthly credit of up to $30/month (up to $75/month for customers in Tribal lands) towards their Internet and mobile services.

Please follow these steps to enroll for it:

1)Check eligibility for ACP.

2)Complete the Xfinity ACP enrollment form to receive your credit. For this step, you’ll need the application ID you received from the National Verifier when you were approved.

Once you receive confirmation of your enrollment, you could see the ACP credit on your very next bill. However, depending on when you enroll, the credit may not appear until your second bill after enrollment.





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VISA CARD
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You get FREE VISA prepaid card within 90 days of activation of lines on account.



You can also check the status of your prepaid card through the Xfinity Incentive Tracker at xfinityincentivetracker.com.



To access the Xfinity Incentive Tracker, you'll need to enter your home or mobile phone number and billing ZIP code, or your cable account number as it appears on your Xfinity bill.





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Billing
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As rechecked, system needs past due balance cleared first in order to restore services on account. In this case, I would request you to please contact our advanced billing team at: 1800-934-6489

They will check if services can be restored temporarily and some waiver can be done in past due amount.





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SSN
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May I have your complete SSN to proceed and for account verification. Be assured it will be safe and secure and will get masked on chat within few seconds.







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Opening
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A wonderful day! Thank you for choosing Xfinity! This is Nandini, your Xfinity Ambassador for today. It will be a great pleasure to assist you today. May I have first and last name of awesome customer ?





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Assurance
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I can completely understand that as and want to get it working for you as well however the account is not eligible for payment extension till 8th and system is not allowing to restore services without balance being cleared.





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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





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Helplines
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Activation team: 1855-652-3446

Seasonal hold: 1888-633-4266

Data usage team: 1877-807-6581

Prepaid team: 1855-7577-372

Internet essentials: 1855-846-8376

UPS pick up team: 1800-823-7459

Movers team: 1888-245-4000

Gift card team: 1888-936-4968