Notes

ON ALL CHATS :

Authentication process is necessary to protect your account from unauthorized access and fraudulent activities. Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.

Allow me 2-3 minutes to do some basic checks on your account. Please stay connected till then.

I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.
Till then you can relax and grab a cup of coffee.

Thanks for staying connected till I fetched your account details. I appreciate your patience.

I noticed while authenticating your account that you've been with us for the last sometime. 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. We appreciate your business and loyalty with us and also value you as a customer. Thank you for choosing Xfinity as your service provider and for being a valuable part of Comcast Family.

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

I would request you not to toggle between tabs as we might lose connection in between however in case we lose connection while troubleshooting, you just be rest assured. I will mention all the details on the account so that you don't have to repeat yourself and we will try to provide you wonderful experience.

t was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful troubleshooting partner.

I must say you are the best person I chatted today who really understand and willing to cooperate with us ..

I thank you for your patience and cooperation till now without your understanding and cooperation this can't be done. Cheers to our team work

Is there any other issues I can help you with ? I want to give you best Comcast Customer Experience ,

I hope I have cleared all your concerns for today?

Great! I appreciate any feedback on the service and experience I have provided you today. Thank you for being a loyal Xfinity Customer. I hope you have an amazing rest of your day

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INTERNET :

Wonderful day ! Thank you contacting Xfinity Chat Support. Feel free to call me Sameer. May I know the first and last name of the awesome customer I am assisting and your concern please?

Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

Thanks for specifying your concern. I understand the importance of a proper working internet in this digital world.

I completely understand your situation as I am also a customer at some point, I am working from home and my daughters are doing online schooling, we also totally depend upon Internet to work.

I will definitely help you to get the internet speed you are paying for. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to reset the password. Please be rest assured.

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity. I will definitely help you to arrange a technician visit at your premises to have a close look on the issue. Please be rest assured.

Please help me with the best contact number to schedule the technician. I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . This is the earliest time slot that I could get for you as all the slots earlier than this are completely occupied. Is this fine with you?

I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.

Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:

If you are not available for the technician 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 behalf of you.

You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

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Tv :

Wonderful day ! Thank you contacting Xfinity Chat Support. Feel free to call me Sameer. May I know the first and last name of the awesome customer I am assisting and your concern please?

Thank you for bringing this up to me. I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

Thanks for specifying your concern. I understand the importance of a proper working television service in this world full of entertainment and infotainment.

I will definitely help you to get your television service working back again. Please be rest assured.

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity. I will definitely help you to arrange a technician visit at your premises to have a close look on the issue. Please be rest assured.

Please help me with the best contact number to schedule the technician. I am checking for the earliest availability of technician to fix this for you.

We have a technician available on between . This is the earliest time slot that I could get for you as all the slots earlier than this are completely occupied. Is this fine with you?

I will also add you to priority waiting so that if any of the visit of other customer gets cancelled then the technician may contact you in place of that.

Thus you can have your technician before the estimated time and this will help you to resolve your issue within shortest possible time.

There is a good news for you as I have successfully scheduled the technician visit at your place and this is the ticket number for your reference:

If you are not available for the technician 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 behalf of you.

You will also get an email with all the details of appointment scheduled.

You can download the Xfinity My Account app from the app store. It gives you the convenience to manage technician appointments including rescheduling through your tablet /mobile device.

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PASSWORD RESET :

Just to ensure that we are on same page, please confirm that do you want to reset your Xfinity account password or Wi-Fi password?

As I have checked in the system, there is no phone number or any non comcast email address registered on your account for password reset as a recovery option.

To reset the password, first we will need to register either phone number or non comcast email address on your account and then only we will be able to reset the Xfinity account password. However this is one time process and after registering details you will be able to reset the password in future on own.

If you choose to register your phone number make sure it's a smartphone number and phone must be connected to your own Xfinity Wi-Fi (in home network).

Similarly if you choose to register the non comcast email address, the device through which you will access the email must be connected to your own Xfinity Wi-Fi (in home network).

So please confirm are you connected to your own Xfinity Wi-Fi ?

I have successfully registered your phone number on the account. However before we reset the account password you will need to verify the phone number. And to do this you might have received one SMS with the verification link mentioned in it.

I have successfully registered your non comcast email address on the account. However before we reset the account password you will need to verify the non comcast email address . And to do this you might have received one email with the verification link mentioned in it.

Please click on that link and verify the same. Confirm once done.
Please visit following link to reset your Xfinity account password : https://idm.xfinity.com/myaccount/reset
Once you visit the link, perform the following 3 simple steps:
1) Enter your username.
2) Enter the captcha code shown on screen.
3) Select the phone number or non comcast email address through which you have chosen to reset the password. Then enter the reset code sent to your phone number
or non comcast email address. Finally enter your new password.
Confirm on you are done.

Since you are not connected to in-home Wi-Fi we will not be able to register the recovery options that your non comcast email address ot phone number on account.

Hence we will not be able to reset the password in this way.

However I have 2 alternative ways for you
1) As per first option I will add the details now on account and once you reach home and get connected to home network you will get one verification email or text.
Using that you will need to verify the email address or phone number and upon successful verification the details will get registered on account.
After that you will need to just visit this link https://idm.xfinity.com/myaccount/reset to reset the password.
2) As per second option we have a dedicated team present on call who helps the customers not connected to home network to reset the password.

Please let me know how you would like to proceed ?

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PAYMENT ARRANGEMENT :

What I am going to do is to check your account to verify our options first and get the best resolution. I appreciate your patience. Lets work together, to resolve this for you. Sounds like a plan?

I know that you are in a situation right now and believe me, I am with you here as I am also a customer outside work and managing bills at home. If only I have the power and capability to extend your payment and restore your service, I wont hesitate to do so.

As a customer myself I would to help you restore the services today however since the system has verified that there was an unsuccessful payment arrangement it will not let us process another extension as we have reached the maximum days and amount of Past due.

The payment arrangement is automatically being set up by our system and without eligibility, your service will not be restored as well even if you schedule a new future payment & if restored it will go down again.

Hoping for your understanding. If only this is within my control, I will do it in a heartbeat. I am also a customer myself outside the office so I know how important this is. I just want to be transparent and ensure to resolve your issue without giving false information.

I certainly get your point and as much as I would like to help you get additional 2 days, our options are only limited and we only have payment arrangements that have already been given to you. Another option that you can try is to speak with our collections team about different payment plans.

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FLEX :

You are eligible for the Xfinity free flex streaming services. The Xfinity Flex comes with Xfinity Internet at no extra cost. You will get the 4k Flex streaming wireless box, there will be no box rental, no service cost, no shipment charges, no taxes you need to pay as long as you keep the Xfinity Internet. You can access more than 10,000 shows and movies + 200 live channels. All your favorite apps at one place as well like Netflix, peacock premium, Hulu, amazon prime, hubi, Pluto, etc. You will also get free Peacock subscription at no extra cost. Sounds good?

Could you please help me with your preferred email address so that I can share the steps for activation of Flex box so, that you did not need to bother again to reach us for such a small task.

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SPECIAL TEAMS :

Xfi pods team : 1855-551-7534

data escalation team : 1877-807-6581

HOME SECURITY HELPLINE : 1-855-711-7997

prepaid helpline : 1-855-757-7372

sales helpline : 1-877-561-9475

Return old equipment helpline : UPS at 1-800-823-7459

Activation helpline number : 1-855-652-3446

DATA Escalation team : 1-877-807-6581

Activation team : 1-855-652-3446

Mobile claim apple helpline : 800-275-2273 , getsupport.apple.com - Damage , (855) 884-9771 to process claim - loss or theft

Assistance for Seasonal accounts : 1-888-633-4266

Xfinity mobile helpline : 1-888-936-4968

WIFI password : 1-866-489-0919

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OUTAGES :

I would like to inform you that there is an outage in your area due to that your services has been impacted . The estimated time of outage resolution isI would like to inform you that there is an outage in your area due to that your services has been impacted. The estimated time of outage resolution is

Our Engineers are working to fix it as soon as possible so that it is the minimum time taken to restore the services but I am sure services will start working before that time. Your patience would be highly appreciable and you will receive the credit for the time you are facing interruption in your services.

The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hrs and on your next bill.