Notes

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.

xFi complete customer are eligible for FREE “WiFi assessment”. The Home WiFi Assessment is actually a software algorithm that runs for at least 14 days to monitor performance over time. The results are based on a 0-100 score that is generated from evaluating the following settings and parameters: 1) Configuration 2) Connected Clients 3) RSSI (Receive Strength Signal Indicator 4) Phy Rate (Physical Throughput Across the WiFi Network.

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.

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.

It's not typical. Our repair crews will continue to work around the clock until the outage is resolved. The good news is that the testing will start in a short while.

Please accept my sincerest apologies. You're experiencing an interruption in the services due to a known issue that has been identified by the network engineers and will be fixed soon.

It also offers wifi 6 . Wi-Fi 6 is the next generation standard in WiFi technology. Wi-Fi 6 brings next-generation Wi-Fi technology into your home, giving you the quantum leap in capacity, speed, and range you need to handle all your Wi-Fi demands. Perfect for high-performance, highly device-dense smart homes.

Can you provide the serial number of the cable box that’s located at the back or bottom of your cable box listed as S/N. I want to make sure I'm working with the right device.

Have you connected an additional router with the modem.

New customer deals: The link is https://www.xfinity.com/learn/internet-service/deals https://www.smartmove.us/ and https://www.xfinity.com/learn/internet-service/deals

Do you have other devices that access the internet like Xbox, PlayStation, Nintendo consoles, smartphones, tablets, etc.?


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

It offers wifi 6. Wi-Fi 6 is the next generation standard in WiFi technology. Wi-Fi 6 brings next-generation Wi-Fi technology into your home, giving you the quantum leap in capacity, speed, and range you need to handle all your Wi-Fi demands. Perfect for high-performance, highly device-dense smart homes.

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.

We are following the advice of government and public health officials by limiting contact as much as we can. Know we are taking extra precautions to limit the spread of the coronavirus. Before I schedule your appointment: has anyone in the home tested positive for the virus?

Great! We can go ahead, and schedule based on your availability”

Now, unplug the modem from the power source to turn it off. Wait for 50 seconds. Check if coaxial cable at the back of the modem is properly connected. Plug back the modem to the power source to turn it on and wait for all lights to sync. Once the modem is fully synced, check for internet connection.

Unplug the cable box from the power source to turn it off. Wait for 50 seconds. Check if coaxial cable at the back of the cable box is properly connected. Plug back the cable box to the power source to turn it on and wait for all lights to sync. Once the cable box is fully synced, check for cable.

Please help us with a phone cell number that our technician can use to contact you to confirm the technician visit.

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.

I will have to go ahead and book a technician visit on your premises, Would that be fine with you?

It seems like someone has to physically come at your premises and check your connections and to validate the signal quality. It could be something outside.

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? 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)

1) Go to your TV's network settings menu. 2) Choose WiFi or Wireless, and wait for the device to find available networks (your TV may call these "access points"). 3) Select your WiFi network name from the list of networks (your TV may call the network name an "SSID"). 4) If you don't see your network, you may need to search or type in the name. 5) When asked, enter your WiFi password on the remote control or on-screen keyboard (your TV may call your password a "Network Key"). Note: Exact setup steps vary from TV to TV. If you need more help, see your TV's user manual.(Smart TV)

1) Go to the printer's control panel. 2) Choose the Setup option. It usually has a picture of a wrench. 3) Select the Network menu. 4) Select your WiFi network name (your printer may call this an "SSID"). 5) Printers often have a Wireless Setup Wizard that walks you through setting up the WiFi connection. 6) If you don't see your wireless network, scroll to the bottom of the list and type your network name and password. If it doesn't connect, try printing a wireless network test report. Note: Check your printer's user guide for any special troubleshooting steps, security settings and detailed instructions.

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.

Do you have other devices that access the internet like Xbox, PlayStation, Nintendo consoles, smartphones, tablets, etc.?

CSA Toll-Free Number for password security Requests is 1-888-565-4329 and the hours of Operation are 6:00 AM - 2:00 AM ET/Seven days a week

Let me go ahead and share a link to arrange a callback for you . You can visit https://www.xfinity.com/support/schedule-callback to get a callback from xfinity advanced support team.

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

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! (Survey)

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

I will have to escalate this concern by raising a ticket on the account for the advanced technical tier 2 support agency for the faster resolution of this issue. They will call you as soon as possible and will fix the issue for you.

Awesome. It was a pleasure assisting and chatting with you today. I hope you are happy with the support. You can click on “ END AGENT CHAT” to share your feedback. I would appreciate if you can spare a few seconds for the highest rating of 9 or 10. Please spare a few seconds for this.

I'm going to reach out to your modem to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next 2-5 minutes.

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

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)

Connect a computer, tablet or phone to your network. You can either use WiFi or hook up an Ethernet cable to your Gateway. Open a web browser and go to the Admin Tool (http://10.0.0.1). This is the Wireless Gateway's administration site. The default settings to open the Admin Tool are: Username: admin Password: password (case sensitive) Select Login. Note: If you changed your Admin Tool password before, use your new login info. If you don't remember your Admin Tool password, you’ll have to factory reset your Wireless Gateway. On the left navigation menu, choose Gateway, then Connection and then WiFi. Under Private WiFi Network, you'll see the name (SSID) of your WiFi network. Select Edit. If you see two network names, select Edit for both the 2.4 GHz and 5 GHz bands to view each band's settings. Check the box next to Show Network Password and you’ll see your password. After making changes, select Save Settings.

Flex is a FREE xFinity 4K internet streaming device that comes with your xfinity internet subscription which enabled you to access top apps and networks including Netflix, Hulu, Prime Video, HBO Max and more using the Flex steaming box. You will get get over 10,000 free shows and movies, including 200 channels, from free apps like XUMO, Pluto and Tubi. You will able to Listen to music with Spotify, Pandora, Amazon Music, iHeartRadio and more. You will also get a VOICE remote Free with the streaming box. Its easy to setup. Just plug in and connect to your Xfinity Internet to start streaming in seconds. You will get access to 15,000+ hours of hit movies, current shows, timeless films, and timely updates with Peacock Premium included for no additional cost. That’s a $4.99 per month value included at no extra cost to you – no strings attached. (Flex)

We may be temporarily disconnected but please do not close/refresh the chat window as we will be reconnected automatically.

What are we going to do here is re-register modem on your account. It will remotely reset the modem and boost up the signals.

I appreciate you answering all my questions patiently which will help me in identifying and resolving your issue over the chat.

How are you connected to your internet, Is it wired or wireless and is the issue with all the devices or some specific devices?

I have done a device connectivity and signals check at my end and the good news is that the signal strength and device status is absolutely fine, lets work further to resolve your issue right away.

I have done a device connectivity and signals check at my end and the good news is that the signal strength and device status is absolutely fine, lets work further to resolve your issue right away.

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

What is the modem CM MAC address? It is a series of 12 alpha numeric characters located at the back of the modem on a sticker near the bar code.

XFI Complete

Xfinity xFi is a superior in-home WiFi experience, delivering the best combination of speed, coverage and control throughout the home. For customers who want more speed, security and value, xFi Complete provides an unparalleled experience. It includes:

ADVANCED WIRELESS GATEWAY: An updated gateway, starting with our xFi Wireless Gateway.
UNLIMITED DATA: Unlimited Internet Data for unlimited streaming and gaming.
FREE XFI PODS/EXTENDERS: Whole Home WiFi, which automatically evaluates the customer's network performance to help ensure the most WiFi coverage throughout their home, with an xFi Pod included if needed.

IVR Callback

Sure, I have a couple options for you. I can connect you with a live chat agent, or I can have the next available agent call you at 618-645-0475.

Which works best for you?

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






Close Startagy

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

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

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.


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