Notes

Opening

Wonderful day! thank you for contacting Xfinity Support. This is Rahul, Your xfinity ambassador for today . May I know the first and last name of the awesome customer I am assisting and tell me more about your concern?

Xfi complete

Have you heard about the all new xfi complete? Xfi complete is a combo of -

1) Upgraded xfinity modem
2) Whole Home WiFi, which automatically evaluates your network performance to get the most WiFi coverage throughout your home.
3) Unlimited Data
4) An upgrade to your Gateway after three years at no extra cost for a better, more reliable connection for your home.
5) Advanced Security on the go, which provides safe browsing and data protection to your mobile devices when you're not at home



This latest generation xFi Advanced Gateway allows customers to supercharge their homes with Supersonic Wi-Fi. It is super fast, capable of multi-Gig speeds and powering 100s of devices at once with 3x the bandwidth for more reliable connections.


Boxes
Xb7 is the 3rd Generation modem that offers a new colorway (white/gray) to compliment your home decor, a less disruptive LED light, the fastest speeds, more ports, the widest coverage, exclusive WiFi management tools, Parental Controls and xFi Pods for extended coverage.

XB8 is the next generation xFi Advanced Gateway (XB8) which supports DOCSIS 3.1 and superior data rates. It features 4x4x4 Wi-Fi 6E (802.11ax) Tri Band Wireless radio offering premium Wi-Fi performance for advanced services, including video over Wi-Fi. The XB8 features Wi-Fi 6E, which extends the capabilities of Wi-Fi 6 to operate in the new 6 GHz band. It can support upto 300 devices.

Cable troubleshoot
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box. ,crs
Would you please confirm the error message which is coming on the TV screen? ,cp3




You may not be able to view your TV guide immediately. It could take up to 30 minutes to reload however you can access your channel line up on Xfinity.com . ,guide


I'll need your help restarting the device. Please remove the power cord from the wall and then make sure the fiber connection is secure. No need to remove the fiber connection, just confirm it's attached properly. After you are done with these steps and plugged the device back in, let me know...

Please try a different outlet. Once you have finished connecting to a different outlet, let me know so that we can continue.

Transfer Chat
I apologize as this department handles Internet troubleshooting related issues. I will need to transfer you to a team member from our Billing Department who can best assist you with this issue. ,TRB

Data Usage
I see that you have used close to or more than 1Tb recently. I would suggest that you call our Data usage team at 1-877-807-6581, they would help you with the options for unlimited data usage plans ,US2

Trouble shoot of internet
We have performed all the troubleshooting steps that we can do on chat, in order to resolve your concern, we will have to schedule truck roll. Once the technician visits your home, issue would be resolved. ,Rs1
We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.

Hotsports
With Xfinity Internet, you have the fastest and most reliable in-home Wi-Fi. When not at home, we keep you connected with access to over 17 million hot spots nation-wide, at no additional cost. ,int

Bill related issue
Please note that you can setup up Automatic Payments by visiting https://customer.XFINITY.com/#/settings/bill/autopay ,GB2

Please note that you can schedule your payments now. Please visit https://customer.XFINITY.com/#/billing/payment. Under payment date, select the date when you want to make a payment and it would be processed on that date. It’s that simple. ,GB1




Once you are able to login , you can view and pay your bill by selecting 'Billing ' tab. It will give you options to make payment as well as view bill details. ,BP

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 ,BAP


You can pay your bill, without logging in, at https://customer.XFINITY.com/lite . You would just need your address and phone number on record. ,GB

Now you can pay bills, set up service appointments, check your connection status and so much more, without wasting time on the phone. All you need is your Comcast ID or email address and password to access your account information. ,CHF4

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com ,ECOB




You can pay your bill, access your Comcast email, Comcast Digital Voice voicemail, schedule DVR events, and browse TV listings all in one location. Visit www.comcast.com to learn more. ,sh18

Bridge Mode
We appreciate if you want to use your own router to enjoy wireless services and we have self-help links also for you to understand the bridge mode, how we enable it and its features by going to https://customer.XFINITY.com/help-and-support/internet/wirele ,sh9

Sale purpose
While looking into your account, I noticed you only have …….. service. I would like to take just a few minutes to make sure you're getting the best value for the services you need. ,TTS

Please give me an opportunity to explain what features we are offering. ,OP7

We provide Interactive functionality: Caller ID on TV and Caller ID on PC, Text Messaging, XFINITY Connect Webmail, Online billing, Voice 2go. ,OP6

I am confident that you will enjoy this service. ,OP5


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

Password rest
May I have the third party email address or your mobile phone number so that we can update the same and send you the reset code ? ,UP3

Voice issue
With our phone service, calling 911 will be automatic, even when the person in need hasn't spoken yet! Your name and address are automatically forwarded by the call center to 911. ,OP3

We offer the best call clarity, ability to call anywhere anytime in the US for the same monthly price, ability to keep the same telephone number, non-published directory listing service available and of course access to E-911 facilities. ,OP2

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. ,OP1

Hold
Please stay connected while I am still working on it. ,STY

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

Please allow me 1-2 minutes to check the account information for you. ,HL
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Xfi complete
XFI Advanced Security provides an added layer of protection for your entire network by preventing you from inadvertently accessing malicious sites, blocking remote access to smart devices from unknown or dangerous sources and monitoring activity in real time to detect when devices are behaving in unusual ways that could indicate a network threat. Advanced Security is available at no cost to Xfinity Internet subscribers who rent a compatible xFi Gateway.

Once added, xFi Advanced Security looks for any suspicious activity on your network, and helps to: Keep you safe from malware and phishing threats on sites you visit Prevent remote access to your devices from unknown sources Report and block suspicious device activity, with real-time xFi app notifications



Bill save
Please be informed that that ($5 or $10 - whichever applicable) discount is only available if you sign for Eco bill and Auto pay service. It will not be available if any of these service i.e. Eco bill or Auto pay is withdrawn before promotion completion. ,ECA
We also want to prepare you for how the billing process works and what to expect: We will bill you one month in advance and your first two bills may be different because of partial-month charges, credits and any one-time charges. ,ADB


Modem
I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please go to http://mydeviceinfo.comcast.net to see a list of supported modems. ,MNS

Modem is easy to install - no technician is needed. Once you get your modem, you'll receive a Self-Install Kit with simple instructions on how to activate your modem using the xFi app. You can also visit xfinity.comactivate to activate the new modem.



Have you connected an additional router with the modem.
The system has identified that the modem is now online with good signals. It should be up and running. Please make a wired connection with laptop or a desktop and then run a speed test. Please connect and go to speedtest.xfinity.net


Authentication
I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please go to http://mydeviceinfo.comcast.net to see a list of supported modems. ,MNS
I apologize however the account holder or authorized person can only make changes on the account. ,UNF
Your online account has important information like emails, address book contacts, call logs etc. and that is why we have all these security checks in place. ,UA1



Please confirm your first and last name along with complete service address. ,AHA
All this verification is just to keep your account safe from any fraudulent activity. ,UA
What is the last four digits of your social security number? ,SSN
Could you please help me with your full name and the complete service address along with the zip code ?,AHA6
Please provide your Comcast account number. ,AHA5
I can't seem to find an account with these details. Could you give me the full service address that appears on your online account or bill? ,AHA2

Repo build
We are available to answer your questions at your convenience, 24 hours a day, 7 days a week. ,CG1
I am feeling lucky enough that this chat came to me and I got this opportunity to chat with someone like you :) (Survey)

We take our customers' security seriously, so we'll give you a call within two business days to verify this request.

While looking into your account, I noticed you have not picked up your FREE internet streaming box that comes with your xfinity internet plan. I am also going to send you the 4K streaming box which you will get within 3-5 working days.




We are committed to delivering the best in class products and services and continuously invest in technology and innovation. Our pricing is reflective of that. We make every effort to extend fair and reasonable pricing based on the value and reliability of our services. There are many factors that impact pricing – your TV package, Internet speed, equipment, and additional features. With that in mind, I would be happy to look at your account and see if any promotional offers are available to you at this time, or we can revisit your services and ensure you are in the correct package based on your needs.

I hope that all the issues are addressed and you are 100% satisfied and happy with the support provided to you on the chat.



Xfinity flex
Xfinity Flex 4K FREE streaming box is free for Xfinity Internet customers. Xfinity Flex comes with a 4K streaming box and gives you access to thousands of awesome shows, movies, and more, allows them to personalize what you watch, or upgrade to the best viewing experience through X1 – all with our award-winning Voice Remote. Plus, you can watch on the couch or on the road with the Xfinity Stream app and xfinity.com/stream – and even set DVR recordings remotely! You also have access to all your favorite streaming services on one screen, including Netflix, Hulu, Disney+, Amazon Prime Video, Discovery+, HBO Max and many more. And you can stream Peacock Premium at no additional cost.
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote.




Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost.

Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.



Hold
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.

Thank you for being on hold

Thank you for your patience

I noticed while authenticating your account that you've been with us for the last ____ years. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.
Please allow me moment, I am still working to get this sorted.

I apologize, this is taking more time than usual, however its really required to make sure that you wont have issues again.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
Just a heads up, this process normally completes within 3-5 minutes, but a small percentage can take up to 9 minutes.

You have been very nice and patient with me today, probably one of the best customer I had today:) (Survey)


Pods
Pods are easy to install - no technician is needed. Once you get your Pods, you'll receive a Self-Install Kit with simple instructions on how to activate your Pods using the xFi app.
Pods are small enough to fit into the palm of your hand, and each device plugs into an electrical outlet and works as an extension of your Gateway's network. As devices join your network and move around your home, they will stay seamlessly connected.
xFi Pods are devices that can be paired with a compatible modem to create a mesh WiFi network in your home. Pods help eliminate areas where WiFi coverage drops or is weak, also known as 'dead spots.' They provide extended, more consistent coverage throughout your entire home. Pods help extend the range of coverage in your home to hard-to-reach areas, or areas with poor WiFi signals.
After the WiFi Assessment is complete, the results are sent will be sent to the primary email address on file. Depending on the results, the system will suggest that the coverage could be improved by xFi pods. The same email will include a link to order xFi Pods at no additional cost.

Outage issue
May I please have the preferred number that you want me to update on the account for outage notification?

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


Trouble shoot
Okay, the troubleshooting is successfully done and now the system has indicated that the issue will be fixed within an hour. We will send you a confirmation SMS and your services will be working before you get it.

Technician
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 close. You can easily view the information via Xfinity My Account App.
Please accept my sincerest apologies. There are no appointment slots available for the next 5 days, however, let me try to book a priority appointment for you.
Please help us with a phone cell number that our technician can use to contact you to confirm the technician visit.
Great! We can go ahead, and schedule based on your availability”
Let me go ahead and get you the soonest available schedule we have. I have also captured a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

New order
1) Before submitting your order, I want to spend a few minutes confirming with you that I've accurately captured the services. I'll ask you to review the order and, check the final billing approve it. What phone number or email address would you like to use to complete this process?

2) When you get the text/email, you would need to open the link given and check all boxes and then click on "I agree" and submit the approval. I will than take a moment to finalize it as soon as you approve. (Please do not press back button or disconnect the chat until you get the confirmation number from me)


feedback
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. Please do spare a few seconds for that after we are done.

Relate statement
I apologize, as we are working from home these days so my responses could be a little delayed than usual. I realize the importance of your time. I hope you understand.

Password Reset
We used to have a different process before however it is changed now , Since, in past we had certain cases where third person pretended as a customer and took the password. That is why Comcast has decided that customer has to be connected to home network in order to reset the password. However, if you need immediate assistance you can reach our Customer security assurance team at 1888-565-4329, they will help you to reset the password right away on the call.

Credit amount
I have successfully posted a credit of $15 on the account and you can take a look at it by visiting https://customer.xfinity.com/#/billing and you will also get a text about the adjustment soon.

We will make sure that you do not get charged for this service interruption. I am updating notes on your account so that you can claim credit for this service interruption once its fixed.

Also, I made sure that I left complete notes in your account for the next representative to know what we have worked on in this chat. So you wont have to repeat this again.

Appreciation
I appreciate you answering all my questions patiently which will help me in identifying and resolving your issue over the chat.
I notice you are with us since _____ and with this I would like to thank you for being with us for over ______ years and counting. We appreciate your business.

I noticed while authenticating your account that you've been with us for the last ____ years. I'd like to say thank you for your loyalty, for being our customer and for choosing Xfinity. We really could not be doing this without you.

Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.

Thank you for your efforts, I truly appreciate it.

Mobile IMEI
Your phone’s IMEI number is its unique ID. It’ll determine if your phone is compatible with the network.

To find your 15-digit IMEI for apple device, go to:
Settings > About Phone > Status > IMEI Information > IMEI

To find your 15-digit IMEI for android device, go to:
Settings > General > About > IMEI

To find your 15-digit IMEI for pixel device, go to:
Settings > About Phone > IMEI

ACP
ACP

ACP is designed to help lower-income households connect to the Internet and stay connected. The Program provides eligible customers of participating broadband providers up to a $30/month ($75/month for Tribal lands) credit toward Internet and mobile services for the duration of the program. It will last for as long as the Federal Government funds the Program, which is expected to be several years. The amount of the credit depends on the rate for the services selected.

To confirm your ACP eligibility with the National Verifier you need to visit https://www.checklifeline.org/lifeline/?id=nv_flow&ebbp=true, and then fill out the Xfinity ACP enrollment form at https://www.xfinity.com/buy/plan/internet/ebb. Please note: When you fill out the Xfinity ACP enrollment form, you’ll need to include the application ID you received from the National Verifier.

Once you are enrolled in ACP through Xfinity, no further action is required to apply any remaining credit to your Xfinity Mobile service.
ACP applies to monthly charges for Internet service and mobile data usage and service fees. Qualified households will receive a total credit of up to $30/month

XM pitch
XM PITCH STATEMENTS
You can stream, browse, text everyone using your devices. You can have the By the Gig or Unlimited data with No activation fees, no phone line access fees, and data starting at $15/month with powerful nationwide 5G network and millions of secure WiFi hotspots included at no extra cost.
I am glad that you are interested in Xfinity Mobile. You can get the most reliable network with nationwide 5G included at no extra cost, along with LTE and millions of Xfinity WiFi hotspots.
While looking into your account, I have great way for you to save some money, and this is just thinking outside the box, being that you have Internet with us you also pre-qualify for our Xfinity Mobile cell phone service. What’s unique about this is it’s only $15.00 a month and it gives you unlimited talk/text and 1 gig of data. You also get to (potentially) keep your same cell phone and number you have right now. Just out of curiosity, how much do you pay for your cell phone services?,XM

Xfinity home
HOME SECURITY FEATURES

HOME
Obtain peace of mind with a total home security and automation solution
Professional monitoring on a secure network 24/7
Ability to arm and disarm your system remotely
Fire, flood and leak monitoring 24/7
Look after your home, family and valuables from anywhere
Real-time text and email alerts when doors and windows are opened
Remote live video monitoring in and outside of your home
Remote lighting control to make sure your lights are on when you need them
Remote thermostat control allows for your energy-saving needs

Voice
VOICE FEATURES

VOICE

Enjoy more ways to connect with friends and family
Unlimited nationwide talk and text
Reliable home phone service with the best call clarity
Caller ID across all your devices
Advanced calling features for less than traditional phone companies
Use your home phone number to stay connected on the go with the Xfinity Connect app

Rewards

Xfinity Rewards is a new program just for Xfinity customers – our way of saying thank you for being with us. Depending on how long you’ve been an Xfinity customer, you will be eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc., and they’ll be refreshed regularly. To join or view rewards, you can do so via the Xfinity app or by visiting https://www.xfinity.com/rewards.



Home phones
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. ,OP1

Internet probing question

What do you or your family mainly use internet service for?
How many devices does your family connect to the internet?
Do you like streaming online?
What devices are used in your home? (e.g., smartphone, tablet, gaming console)
What does your family use the internet for?

Cable probing question

Cable - Sample Probing Question
What kind of programming do you enjoy watching the most?
Would you like to watch cable on the go?
What do you and your family members like to watch?
What access do you currently have for viewing recently released movies?
How often do you miss your favorite shows?
Who, besides yourself, will be watching TV?
I see you have a family TV package, do you have any kids? May I ask if you ever have in-home child care while you’re away?

Gateway

“The reason our Gateway is the best is because you have the peace of mind - if anything goes wrong with the Gateway, we’ll replace it for you, as opposed to you having to purchase a completely new Gateway.”

“The best part about renting a Gateway from Xfinity is that if you have any connectivity issues, we can actually get diagnostics from the Gateway itself, making it much easier for us to troubleshoot with you.”

Self help
You can manage your account along with troubleshooting via My Account App. Please visit the link to know more about this amazing App, https://www.xfinity.com/support/articles/do-my-account-app
All you need is Xfinity User ID & Password to login. It is easy to troubleshoot, when you have time visit the page https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting.
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 close. You can easily view the information via Xfinity My Account App.

Relate/Assurance/Issue Acknowledgement/Empathy/Sympathy

Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.

I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored.

I totally understand the value of internet service for you and will surely take care of it for you.

I appreciate you bringing this to our attention. That's not the experience we want you to have as a customer. Let me go ahead and check the root cause of the issue and fix it.

I am apologize for the inconvenience. A good speed is indeed important, I will check the status of equipment and do my best to get the speed restored. Staying connected to the internet is a necessity nowadays. I will check the status of services and equipment in system and help you with it.

I apologize for the inconvenience. As I am customer myself and I know that it is definitely not a good situation to be in. Please be assured, I am here to help you

Thank you for letting us know about this. Nothing to worry, we can take a look on your account for us to know what is keeping you from activating your modem. Rest assured we are here to help.

I apologize for the inconvenience, I know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.

I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue. May I have your name and address please?

Contract Cancel
Cancel

You have 30 days to cancel this Contract without penalty. The 30-day cancellation period begins on the date of installation if Comcast installs or activates your Service, or on the date your Service is activated (but in no event less than 5 days after equipment is shipped to you) if you install Service with a Self-Installation Kit.

Reason For Login

May I know the username and reason for login so that I can assist you with that as well?

Store Appointment

I would recommend you to visit the link to book a prior appointment at https://www.xfinity.com/local/store-offers?q=39.9612%2C-75.2303 to save time at the store:

1) Enter a location and click the magnifying glass or select the Use current location button to search for a store near you.
2) 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.
3) Click the Book Appointment button.
4)Choose an appointment type from the list that appears and click Continue.
5) Select a date and time and click Continue.
6) Enter your contact information (first and last name, preferred email address and phone number) in the required fields. If you’d like to receive text message reminders for an upcoming appointment, you can check the box. You also have the option to add details on why you want to schedule an appointment. Then click Schedule It.
7) You'll see a confirmation screen with your scheduled appointment information.
8) You'll also receive a confirmation email at the email address you provided on the contact information page. To reschedule or cancel the appointment, just click the link provided in the email.

Note: If you opted in to receive SMS messages, you will also receive a link to check-in on your phone about 15 minutes prior to your appointment. Please only check-in once you’ve arrived or parked at the store.



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.

I am feeling lucky enough that this chat came to me and I got this opportunity to chat with someone like you :) (Survey)

Thank you for allowing me to assist you today. You have been awesome throughout the chat, couldn't ask for more!

As we are from the centralized chat department so we are unable to call you. However, you can call the dedicated team at 1800-934-6489. They are available to answer your questions at your convenience, 24 hours a day. (call)