Notes

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Opening
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A wonderful day! Thank you for choosing Xfinity! This is , your Xfinity Ambassador for today. It will be a 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.

Wonderful Evening! ❤ Thank you for contacting Xfinity chat support. My name is ----- your Xfinity Repair Ambassador for today. You are chatting about your service. Who do I have the pleasure to assisting today?

Glad to have you on chat today. My name is Ritika . I'll be assisting you in working to find a resolution for the issue, Today is the best day for optimism and hope !! How can i make your day Awesome!!

I hope you are doing well. Pleasure to have you over the chat.

Please let me know your concern, I'd be more than happy to assist you in all possible manners.
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Closing
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Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Have a Fabulous Day. Enjoy beautiful day with family and your loved ones

Thank you for choosing Xfinity. Again, my name is Ritika. It's a great pleasure to help a valued customer like you. Enjoy the rest of the day! Take care and keep smiling! Bye for now! :)

Thank you for being a wonderful customer , it was really nice chatting with you and Thank you for contacting Xfinity Chat support. Good night, sweet dreams Have a fabulous night :)

By the way, We have a new program for our loyal customers called Xfinity Rewards. Reward members enjoy a special mix of perks & benefits. It's free to join and easy to use. Sign up at on the Xfinity app or Xfinityreward.com. Have a great day !

Thank you so much for your patience.. I really appreciate you for giving me the opportunity to help resolve the issue. Incase you participate in a survey, please know it will be based on how I help you today, thank you for reaching Xfinity, again my name is Ritika your Xfinity ambassador. God bless you, be safe and good bye.

It would be pleasure to fill the feedback by clicking on END CHAT this will help me to motivate myself, work with more dedication and with dignity.
It's you you we need to thank. Thank you so much for your time today and thank you for being a wonderful part of Xfinity, have a great night and take care!

Before we end this chat would like to share that as one year ends, another begins. Thank you for coming with us on this journey, and we wish you a wonderful holiday season. We are looking forward to seeing you in the New Year.

Right after our interaction you will get a feedback form, I will really appreciate if you complete the entire form

I would really appreciate an feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity customer. I hope you have a amazing rest of your day. :)

It was really my pleasure assisting a valuable customer like you today. Have a wonderful weekend ahead with your family and friends. Stay Blessed and take care :)

It's you who we need to thank. As you have provided me this opportunity to help you in a really great manner and I appreciate your time and patience.

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 would appreciate if you please click on "END chat" to complete this chat interaction and take it further please.

I hope our interaction today have improved your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.

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WIFI password activation
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Note:
The new WIFI Network name must be 4-31 characters long. It may contain letters, numbers, hyphen ( - ) and underscore ( _ ). Spaces are NOT allowed. (It may NOT contain Home, XFINITY, CableWiFi or XFSETUP)
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

In order to get the new modem activated I need to update the WIFI name and password. Please help me with the desired WIFI name and password you wish to set up.
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Probing
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We will do necessary trouble shooting together and if I was unable to resolve it at the end of this chat I will schedule the tech at your place to check the connections .Is that Okay?

Could you confirm me the light status of Online light ,power light and US/DS light ?

Diane, have you recently moved your device to an alternate wall outlet?

I would like to set proper expectation that Wifi issues cannot be properly addressed by Live Chat Support since we have limited access to your wireless configuration. This can be properly explained by calling 1800-934-6489. They are the dedicated team for Wireless Support. 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. Will that be okay?

We have a dedicated department to handle Wireless issues, you can reach them by calling on 1800-934-6489. However, I would like to do basic troubleshooting steps to understand the root cause of the problem, hopefully that will help to resolve the concern, this way we can avoid to call on voice support. Is that ok with you?

MAC address is a twelve-character alphanumeric identifier located at the back of the modem on a sticker near the barcode. The MAC address is identified by one of the following prefixes: CABLE,CABLE RF MAC,CM,CM MAC,CMAC,HFC MAC,RF,RF MAC

As I checked you modem is showing off line at my end . So, how are you connected to internet right now ?

Are you experiencing the slow connection using your own HOME Network or the public Xfinity WiFi HotSpot?

When did this issue start? And were there any troubleshooting steps done previously to fix the issue?

I am sorry that you are having an issue in your internet connection. Let's go ahead and check your internet connection.

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Wireless
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I also want to inform you that for wireless connection, you might notice as you use your computer or laptop that it's speed decrease over time. The performance of Wi-Fi network connection depends on the distance between the device and the wireless access point. The further away a Wi-Fi device is, the slower the local connection generally runs, until it breaks altogether. It will also depend on the number of devices connected on the network.

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Manage Tech appointment
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In future, you wish to change or cancel your service appointment:
1. Log in to the XFINITY My Account app.
2. Your service appointment will display at the top tile.
3. Tap on the appointment to bring up a list of available options, including Add to Calendar, Reschedule Appointment or Cancel Appointment.
4. If you choose to reschedule, a list of available dates and times will be displayed.

To manage your upcoming service appointment:
1. Log in to the XFINITY My Account app.
2. Your service appointment will display at the top tile.
3. Tap on the appointment to bring up a list of available options, including Add to Calendar, Reschedule Appointment or Cancel Appointment.
4. If you choose to reschedule, a list of available dates and times will be displayed.

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Tech appointment
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On the day of the appointment, you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws closer. You can easily view the information via Xfinity My Account App.

I would recommend trying it for the upcoming appointment and checking the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on www.xfinity.com/support/articles/my-account-app-view-tech-eta

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
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Tech charges
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No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.
* The issue with certain from Comcast end then there will be no charges else technician will be inform you about the charges.

I totally understand your concern for paying Technician charges, however when you opt for Self installation Kit for your devices and installation, it is mentioned in the digital approval that if you are not able to self install the devices and you require technician to visit your premises. Technician will ensure he install the product correctly, Verify the Download and Upload speed, will Test The signal, Will ensure proper hook up of your equipment and comcast equipment and will educate about service and Troubleshooting.
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Callback
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You can also call 1800-934-6489 and press 1-1-2 to be directed to a live agent and also press 0-0-0. Also, you can dial 1-800-266-2278 and press 0 for 3 times so that you can be directed to a live agent.

I understand that you're more comfortable taking this over the phone however due to high call volume you might get a hard time getting someone. And I don't want to keep you waiting. Since you have me I can go ahead and help you we may be in a different platform but we can equally do the same with how it's being done over the phone. I assure you that I will try my best to assist you and will stay with you until we get this resolved.

Once you're on phone, please say your ZIP Code, last 4 of account number (if you've) and then you can say "Billing","Remove Service","Technical issue". You will get a prompt that SMS Chat option is available, please say "No" to directly speak to a representative on the phone.

I'd have loved to call you back however as we are from the chat support team we have limited access to help you over the chat. If you wish to speak over the call you can contact out team at 1-800-934-6489 and then press 1 then 1 then 2 to connect with live person
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Make Payment
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To make a one-time payment online, follow these simple steps:
1. At the top of the page xfinity.com/login, click on the My Account link from the universal header (the black bar with the Comcast logo) and Sign-in with your Primary Comcast User ID and Password.
2. Click on the Pay Now button and follow the prompts.
3. Select amount to pay. (Total amount due, past due amount or another amount) Then, select bank account or Credit Card option, enter the payment details, and click the yellow continue button.
4. You will receive a confirmation your payment has been submitted. You can print the confirmation or click the yellow "I’m done" button.
5. When setting up a one-time payment, keep in mind that credit card payments and checking account deductions can take up to two days to process and post to your account.
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Business Account
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Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.
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Password reset
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In order to reset the password I need to add the Non comcast email (such as gmail, yahoo, hotmail, aol, etc) OR the mobile number with the username as a recovery option. Please provide any one.

In order add it we need to add the Non comcast email (such as gmail, yahoo, hotmail, aol, etc) OR the mobile number with the username as a recovery option. Please provide any one.

In order to get added the cell number or the email address in home network is needed for the security reason.
Once I send the link over the email or the cell number the link will be active for 72 hours over the email and 24 hours over the cell number.

Once you are able to login, you can change the username by clicking on ' Settings' tab. Go to 'Username, password and PINs' option and click on username.
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Transfer to different queue
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I will be happy to get you in touch with the correct department. Comcast values your business. Please stay connected to the chat while I transfer you.
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Hold
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I appreciate your patience in waiting. I've already pulled up the account. I am glad to see that you have been with us for a quite some time and your business is a big factor for us to keep going. Thank you so much. I am now reviewing your account. Please stay on the line

I apologize this is taking more time than usual. Would you mind waiting for a couple of minutes while I finish? I would really appreciate it.

I apologize, this is taking more time than usual and I realize the importance of your time. I would deeply appreciate it, if you allow me 1-2 more minutes to finish this.

I greatly appreciate your patience. I am working on your concern. It will take 1-2 minutes more and trust this is ok with you.

Please allow me 1-2 mints so that I can read your previous conversation and assist you accordingly and you do not need to repeat all it again to me as you are our valuable customer :)

I greatly appreciate your patience and time over the chat.
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Unhold
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Thank you for waiting. I appreciate your patience and time. I am really sorry for the long hold :)
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Assurance
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I believe it has an opportunity for perfection. What I am going to do is that I am going to optimize it for best speed and stable connection. Rest assured by the time I am done your connection will be perfect. You can most certainly count on me.

I understand the importance of a working and stable Internet connection as I also use the Internet for my work and communicating with my family. You just reached the right person and I will do my best to fix your issue.

Please accept my sincere apology. We are all customers at some point in time and I know how it feels to be in a situation like this. Let me make this correct for you right away.

I apologize for the inconvenience. Please be assured you have been connected with the right person and I will do the best I can to assist you and leave you with a smile.

I am here to provide you with excellent customer service today. Please be assured I will do my best to help solve your problem.

I appreciate you bringing this to our attention, I'm sure we can work together to get this resolved for you as soon as possible.

I am here to provide you with excellent customer service today. Please be assured I will do my best to help solve your problem.

I also use the Internet on a daily basis so I know how important it is to have a stable connection all the time. I'm 100% positive that we will resolve this issue together with your satisfaction, you have reach the best expert today.
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Email Forwarding steps
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You have to log onto the account that you wish to modify, then go to the screen where you check your email. Then click the sprocket symbol on the upper right hand corner. From there you can work with the email settings where Auto Forward shows up on the left hand side of the screen.
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Convince the cx for Wired connection if using only WIFI
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Speed tests conducted over WiFi are limited by WiFi network type and signal strength, and usually do not represent your full cable connection speed. For the most accurate speed test of your cable connection, make sure that the test is done on a computer with a wired network connection (ethernet or USB).
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Outage scripts
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We will get disconnected on this chat once this action is made. However, please do not close this chat session since we will be reconnected once the device is back online.

Your patience would be highly appreciable and rest assured that you will receive the credit for the time you are facing interruption in your services and our billing department takes care of it.

As I have checked in your account, There is an outage in your area and our Engineers are still working on it. It will be fixed on ___ Moreover I can also arrange the call back for you, So once it will be fix, You will also get the call back from our Engineers.
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