Notes

NOTES::::::::::::::::::::::::::::::::::::

Opening.....

A Wonderful day! Thank you so much choosing Xfinity! This is Pankaj, your Xfinity Ambassador for today. It will be 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

Incase of auto opening :-

A Wonderful day! Thank you so much choosing Xfinity! I am your Xfinity Ambassador for today. It will be great pleasure to assist you today😀 Kindly tell me more about your concern, and let's start working on it.

TOG :-
Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.

Hi , hope you are doing good today. How can I help you?



I appreciate you bringing this to our attention, Thank you for being a loyal customer, I can definitely help you with that.

Please provide your first and last name for account security.

Please provide me your full current address along with Zip code for account confirmation.



Can you please provide me your username you are trying to login with.

Please provide me the last four digits of your SSN for account verification.

Thank you for being patient. I appreciate your time.

I would like to appreciate you for doing the manual troubleshooting steps before hand it will make our further process much easier.

Can you please tell me the last four digits of the store payment method on account for verification purpose.

Thank you for the information.

Great thank you so much for the efforts.

Fantastic! I'm glad to have you on the chat. You have reached the right person. I will definitely help you with your concern!

I am reviewing your account please stay connected on chat.

---APPRECIATE---

It was not possible without your assistance. Please, do not be thankful to me its me who need to thank for your kindness and understanding.

Honestly speaking customers who have patience and cooperative are very less like you. It is nice chatting with you and would love to assist you in future as well.

Finally for all this huge inconvenience, now its look like you are happy. I hope I able to make you smile because I do not want to disappoint you and serve with my best to make your day awesome.

I will do my best to get this done for you. Be assured I will make your experience best with my customer services.

I can understand that you have been through a lot and I just want one thing form my customers their gratification which makes me happy as well.

Thank you so much, it really means a lot to me and motivates me to work with more dedication :)

You have been very kind and cooperative on the chat. Customer like you makes us strong.

That's Awesome! you did it. I really appreciate your efforts and patience. Your satisfaction is my priority.


I'm glad that I got a chance to have words with such a nice personality

I really appreciate your kindness and understanding and I'm glad I had the opportunity to resolve your issue.
Thank you:- Well, it was not possible without your assistance. Please, do not be thankful to me its me who need to thank for your kindness and understanding.

I must say it was a delightful experience for me to have a customer like you.

I had wonderful time chatting with you. It was my pleasure to as sisting you today.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.

LOYALTY.....

I would like to appreciate you for being a loyal customer to Xfinity. It really means a lot to us.

We appreciate your business with Xfinity and value you as a customer. I also have an amazing deal for you which might save you quite money. Which we can discuss at the end of the chat.

Relate....................

Thanks for specifying your concern. I will definitely help you with this. Please be rest assured.

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 will definitely help you to get your internet working back again to normal. Please be rest assured.

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

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



Thanks for specifying your concern. I understand the importance of a proper working phone service in this interconnected digital world. I will definitely help you to get your phone service working back again. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to arrange a technician visit at your premises. Please be rest assured.

Thanks for specifying your concern. I will definitely help you to cancel the technician appointment. Please be rest assured.

HOLD/ UNHOLD
--------------------------
Allow me 2-3 minutes to check the status of services and equipment on your account. Please stay connected till then.

Thanks for allowing me 1-2 minutes to check the status of services and equipment on your account. I appreciate your patience.



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

Thanks for allowing me 1-2 minutes to do some basic checks on your account. I appreciate your patience.

Allow me to fetch your account details. It will take 1-2 minutes. Please stay connected till then.

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

_______________________________________________________UID______________________________________________________________

primary users on their account can now reset the password of a secondary user without having to know his or her current password. They can do so by logging in to My Account, clicking the Users tab and selecting the Edit option next to the username for which they would like to change the pas sword.

HOW6396 UID CREATION

Just to confirm you want password reset for online account. Am I correct?

I will surely help you with your password reset concern for online account.

To pull up your account information, please provide your first and last name and complete service address along with zip code?
Perfect, May I know the username you are trying to access and reason for login so that I can assist with that as well.
Perfect. Thank you for the information.
Please follow the steps on the link : https://www.XFINITY.com/pas sword.

I am going to send a reset code and login link on your email-:
I am going to send a reset code and login link on your phone number-:
Please access the link. Once you are on the page, 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code( which send on your email or phone number) 4. Create new pas sword.

Please confirm me on chat once you are able to login.

-------------------------------------------------------------have no internet services or disconnected account---------------------------------
For account security, the reset process is restricted with your home network only. We can send the pas sword reset link only on the third party email address or phone number updated on the account however, I am unable to update the same because of no internet services and the user name is associated on disconnected account.

For pas sword reset for disconnected account we have special team. They will help cx to reset pas sword for disconnected accounts.

They are available on call. Customer security team help line number is 1888-565-4329

In case email is not verified
We first need to update your preferred email or mobile number on the account and also you need to connect to your home network, only then we can share the reset code with you.

Okay. So what I can do here is I can update your preferred number from my end and send a link on the number to register it on your account the link will be valid for 24 hours and once you reach home you can access the link to register the phone number on your account.


Once you access the link your number will be registered on the account and then you need to access the link now https://customer.XFINITY.com/lite and you will get an option to get the reset code on your preferred phone number and the you can use the reset code to set new password for your account.


BAXA
--------------------------
( if cx has internet issue)
While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at http://wifi.XFINITY.com/

(if cx has cable issue)
While waiting I wanted to share that with Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can get the entertainment you love anywhere, on any device. Everything is included at no additional cost. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream or you can also download Xfinity Stream app from Apple App Store or Google Play.

(if cx has voice issue)
The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).

Xfinity Flex
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 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 will be able to stream more than 10,000 free movies. Also, access their music choices, like Pandora, iHeartRadio and Amazon Music.

________________________________________CABLE ISSUE___________________________________________________________________________
Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

Could you please check the connections between the wall plate and cable box . As the coaxial wire should be connected at 'cable in' port on the back of the cable box .

It should be finger tight both at wall plate and back of the cable box .
May I know if you are using 'Splitter ' between box and wall plate .
Please check the connections at splitter end also .
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable . Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are finger tight. So as we can proceed further with our trouble shooting steps.

We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.

2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.

--TECH BOOK---------

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.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also avoid same issue in future.

May I have the preferred contact number before the technician visit?

Our technician will call you 15 minutes before coming so please answer the call to avoid cancellation.

"Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.

3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.

Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-12:00 PM PST with ticket ID no. CR681526098.



Please follow the steps ..(XR11)

For remotes with a Setup button:
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.

For remotes without a Setup button (XR15 version of the X1 Voice Remote)

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.

Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.


SELF HELP
--------------------
( for all types of internet issue)
Just to inform you that you can also download Xfinity My Account App from Apple App store for IOS and Play Store for Android Phone to easily troubleshoot and manage your account anywhere and anytime. You can also visit following link : https://login.xfinity.com/ to visit My Account portal online.


( for all types of internet issue)
I see you have xFi compatible modem. With Xfinity xFi, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password. I would recommend/suggest trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview.

MIE..........................

In the meantime, I would like to inform you that if your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google and Apple store. You can try to fix it yourself and is very easy to use by just logging in using the Xfinity credentials.

For future reference you can Pay bills, personalize your WIFI name and password, check service outages, technician arrival time and troubleshoot Xfinity equipment, explore your TV channel lineup anytime. Everything is included at no additional cost. Download the Xfinity My Account APP for your mobile device from your Apple's IOS Appstore/ Android's Playstore.

OUTAGE AND OUTAGE CREDIT
----------------------------------------
I would like to inform you that there is an outage in your area due to that your services has been impacted . 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

For the outage interruption I am also applying $ credit on the account.

The least that I can do right now is to atleast 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.

Technician..........

I would like to tell you that the troubleshooting steps taken should resolve the issue within one hour. We can follow-up with a text message after one hour to confirm resolution. If the issue is unresolved, you will receive a call back to continue troubleshooting.

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.

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

________________________________________CABLE ISSUE___________________________________________________________________________
Could you please confirm, since when are you facing this issue?
Were there any troubleshooting steps done before you contact us?
Would you please confirm the error message which is coming on the TV screen?
Please confirm in how many devices you are experiencing the same?
I want to make sure we're working on the right equipment. Could you please provide the Serial Number of the cable box?
The serial number (also called the "SN" is found on a sticker at the back of or at the bottom of the box.
I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.

After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.

Could you please check the connections between the wall plate and cable box . As the coaxial wire should be connected at 'cable in' port on the back of the cable box .

It should be finger tight both at wall plate and back of the cable box .
May I know if you are using 'Splitter ' between box and wall plate .
Please check the connections at splitter end also .
Please check if you see any picture on the TV screen
I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.
I am know sending the reset signals to the cable . Please let me know if you see any changes on the TV screen.
We need to ensure that these connections are finger tight. So as we can proceed further with our trouble shooting steps.

We need to power cycle your box now.
To power cycle your cable box, follow these steps:
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.

2) Wait 10-15 seconds.
Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.

--TECHNICIAN BOOK---------

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.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

I can schedule a technician who can come at your place and have this investigated and completely resolve this issue.

This also avoid same issue in future.

May I have the preferred contact number before the technician visit?

Our technician will call you 15 minutes before coming so please answer the call to avoid cancellation.

"Please take note of the following important information regarding your technician’s visit:
1) The technician may arrive anytime within your scheduled appointment window.
2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.

3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.

Now, we have fully addressed your issue by setting you up an appointment on Thursday, February 23, arriving 10:00 AM-12:00 PM PST with ticket ID no. CR681526098.



Please follow the steps ..(XR11)

For remotes with a Setup button:
Press and hold the Setup button on the remote for three seconds until the status LED changes from red to green.
Press 9-8-1 on the remote. If the status LED blinks green twice, you have successfully reset the remote.

For remotes without a Setup button (XR15 version of the X1 Voice Remote)

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.

Enter 9-8-1 on the remote. If the status LED blinks blue twice, you have successfully reset your remote.



Closing...........

It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.

Is there anything else I can help you with as I do not wanted to complete this chat without addressing all of your concerns?

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”

I would love to hear your thoughts on the experience I was able to provide you today. I really appreciate feedback on the service and experience I have provided you today. If you'd like to share them you can click the "end chat" option. ❤️

Thank you for choosing Xfinity Chat Support. Have an amazing weekend.

I appreciate if you share your valuable good feedback on my assistance and experience I have provided you today please click the "END CHAT" button located at the upper right of this chat session. Once the chat is over you will get the page where I would appreciate your feedback for the assistance and experience I have provided during this chat probably the best person I talked with today.

I feel awesome as we worked on your concern. You have been a fantastic team player in helping me resolve your concern. A customer like you deserves the best customer experience.

One important thing before we end the chat, I really enjoyed your presence as well and I would really appreciate you if you can share your today's chat experience with me on how I resolved your issue by by clicking the "END CHAT" button located at the upper right of this chat as it will motivate us to provide the excellent service in future as well. Thank you for choosing Xfinity and have a great day!

Cx number...........

Seasonal hold 1-888-633-4266
I wish I could call but I am restricted by the system as we are from the chat repair department. You can call this number this will put you through live agent. 1-800-xfinity (1-800-934-6489)
Internet Essential 1-855-846-8376
Tenant and Business helpline number 1-800-391-3000
CSA(Customer Security Assurance) team 1-888-565-4329
Prepaid 1-855-757-7372
Retention team (1-866-470-6654)
Xfinity mobile Team 1888-936-4968


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