Notes

Spanish Customer -
Me disculpo, no entiendo español. Me gustaría pedir que por favor enviar sus mensajes en Inglés. Si necesita ayuda en español pediría que por favor póngase en contacto con nuestro soporte de voz en el 1800-934-6489

Opening -
Wonderful Evening/Morning! Thank you for contacting Xfinity chat support. My name is Sunny. May I know your first and last name of the awesome customer I am assisting in and your concern please.

Good Scrips-

Hi nice to have you on the chat, I hoe you are doing great.
Let me go ahead and pull up your account
I appreciate you providing me that information
It is my pleasure to be of assistance. Thank you for choosing Xfinity! We appreciate your business with us. Have a wonderful day ahead.
You have been very patient and amazing with me today, certainly the best customer I had today. Will there be anything else I can help you today?
Thank you so much for your patience and cooperation all throughout our chat session.
I really appreciate your efforts in trying to resolve this before coming on chat with us.
You are a valued customer. It is my pleasure to help.
I appreciate you bringing this concern to our attention.
I am glad to have you on the chat. I hope you are doing great.
I hope you are happy with the support I have provided you on chat.
Great. I appreciate any feedback on my assistance and experience I have provided Today. Thank you for being a Xfinity loyal customer. I hope you have great rest of your day.
You may now click on the End Chat to properly close this chat session.

Dsat saver-

I am really feeling bad that you have to go through this and contacted multiple time for same thing.

This time I will personally take care of this and will do my best so that you dont have to contact again for the same issue.

I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. i will try my best to resolve this and leve a smile on your face by the end of this chat.

Thank you for bringing this to our concern. Let me quickly check it and help further to get this resolved.

just to set right expectation it may take few minutes to get everything fixed so please bear with me while I am checking account and troubleshooting to resolve it for you. Your patience will be highly appreciated.

Please be assured you are connected with right person and I will personally take care this time to get this resolved for you.

I am really feeling bad for this and you might thinking that I am of no use but trust me I have tried my best to get this fixed.

Multiple tech visit issue still persist:
Trust me "" I have tried my best to get this fixed however the system recommend to schdule technician. the issue can be with outside connection or Filter settings on Main tap. I will mention notes for technician to check all connections and filter settings and if required he will change wiring as well to get this resolved permanently.

Multiple Outage
I understand how it feels to be in situation like this. I know how important a working internet connection is. If it is in my scope I would be more than happy to get this fixed for you but the issue is from server end due to outage so it cannot be fixed remotely. Please be assured dedicated team is already working on this and services will be restored by :***** ..
I understand it was supposed to end by *** but due to technical issue outage got extended. Please be assured services will restore by ..

Business appreciation-

I want to take this opportunity to thank you for staying with comcast family for so many years. Its awesome and we appreciate your business and loyality.

Thank you for being a part of our Xfinity family, we value your business and appreciate for choosing us as your services provider.

it must be your time to watch something Online before going to sleep. I am feeling bad you have to chat to make Internet working properly. I will try to fix this ASAP.

Also I would like to Thank you for being a part of our Xfinity family, we value your business and appreciate for choosing us as your services provider. We will not let you down and will do best to resolve this issue for you.

You've been a good troubleshooting partner. We have done all the possible troubleshooting steps from our end and it seems that this is a physical wiring issue outside. We now need to dispatch a technician to trace the cause of this . Rest assured that we will be sending our well trained tech to resolve your concern.

Please note that this is free unless there is something that needs to be fixed inside the house. Do not worry our technician are required to explain everything if there is something that needs to be done.

INTERNET NOTEPAD

When modem is offline :while following the ITG.
An automated checked indentified that your modem is offline. Please confirm the status of power light on the account.

Please perform the below steps :

1. Unplug the modem from the power source to turn it off.
2. Unscrew the Coaxial cable at the back of the modem
3. Wait for 50seconds.
4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well.
5. Plug back the modem to the power source to turn it on and wait for all lights to sync.
6. Once the modem is fully sync, check for internet connection.

After performing the above steps, ask to check the Internet connection. If Internet still out, ask if cx has any other wall outlet in his house.

If don't, schedule the tech visit and if cx has additional wall outlet, ask to switch the moddem to that outlet and check for Internet connnetion. if cx still have no Internet, ask for tech visit.

SLOW Internet.

How long you are getting this issue and were any troubleshooting steps performed earlier?

Please confirm if you are using wired and wireless connection?

Are you using any additional router with modem?

If cx has additional router :

I would request you please remove the additional router and connect your device directly with the modem and check the Internet connection, router is 3rd party device and I don't have access to it and I want to make sure if your modem is working fine.
Once you will remove the router, we will disconnect from the chat, however you need to establish the direct connection with modem to reconnect again on the chat.

If Cx not using addition router but wireless, ask to have wired connection and explain the reason for wired connection which can be explain as "the speed of wireless connection is depends upon distance and number of device connected and it varies distance to distance and wired connection shows the actual speed you are getting?

If cx ready to have wired connection, when connected wired, ask for speed and if still not getting perfect speed as per plan, reset the modem, after reset if issue stil exist, ask for tech visit.

If cx unable to have wired connection then probing should be :

1. Please confirm the number of device connected and distance between the modem and wall outlet.
Distance should be 15 to 20 feet.

for 1-2 devices - 10 mbps
for 2 to 5 - 25 to 55 mbps
For 6 -8 devices - 70-100 mbps
For 8-11 devices - 150 to 200 mbps
for more than 12 devices - 200 to 350 mbps
For more than 13-15 devices- 500 mbps to 600mbps
More than 15 devices - gigabit Internet

2.Verify the network name connected with because sometime cx using the hotspot instead home network.

3. If cx using Xfinity modem and has dual bandwidth. If both 2.4ghz( for range) and 5g (for high speed) is same, we need to set up different name.

4. Ask if upload and download running in background.
If after completing the all steps cx still gets same issue, book the tech visit..

CABLE NOTEPAD

For Any TV error code or error message :

How long you are getting this issue and were any troubleshooting steps performed earlier?

Confirm the error code or message?.

confirm the cable box if using more than 1 device ?

confirm if using any additional splitter or amplifier? If using ask remove splitter or amplifier and connect cable box or modem directly with wall outlet

Power cycle For HD cable box : I would request please remove the power cable and HDMI cable for both TV and the cable box, wait for 30 seconds and plug it back.

Power cycle for small and non hd cable boxes : I would request please remove the power cable from power supply for both TV and the cable box, wait for 30 seconds and plug it back.

Reset signals if cx still gets same issue after power cycle.

If cx still facing same issue after reset then schedule the tech.

If there is no charges for cable box on account and box showing disable:

Cx name, I have checked the cable box you are using showing disabled on your account, I need to add the charges on the account to activate it. Shall I go ahead and activate it?

EMAIL ISSUE NOTEPAD

Email issue :

If cx unable to send or receive emails :

How long you are getting this issue and were any troubleshooting steps performed earlier?

confirm the effected user name or email address?

Please confirm the mail client you are using like livemail (IOS, mac or iphone? outlook, xfinity web portal

Have you recently reset your email password? if cx reset the password and using any email client then need to reconfigured the comcast email on specific email client.

Ask if cx unable to send or receive from all email or particular issue?

if cx still get any issue then arrange call back by completing the ITG.

New email interface : How11362 , How3621 sort by , How10578 pop to imap , HOW6349 email filter and HOW11365s

Email issue : https://connect.xfinity.com/appsuite/apps/faq/index.html#autoForward

Email filter : https://www.xfinity.com/support/articles/spam-filters-and-email-blocking-new-experience

Links, steps and doc ids to configure comcast email:

Outlook for Comcast Email
For 2013 and 2016 HOW9260
For 2010 HOW3609
For 2007 & 2011 HOW6339
Configure Outlook for Comcast Email----- Outlook 2013 or Outlook 2016.

https://customer.xfinity.com/help-and-support/internet/configure-outlook-2013-email/

Configure Apple Mail 7 for Comcast Email
https://customer.xfinity.com/help-and-support/internet/configuring-comcast-email-mac/

Configure Outlook Express Settings for Comcast Email
https://customer.xfinity.com/help-and-support/internet/configure-outlook-express-xfinity-internet/

Configure Windows Live Mail 2011 for Comcast Email
https://customer.xfinity.com/help-and-support/internet/connect-on-windows/

Configure Mail 9 on Mac OS X El Capitan for Comcast Email
https://customer.xfinity.com/help-and-support/internet/comcast-mac-mail-setup/

Configure Outlook 2007 for Comcast Email
https://customer.xfinity.com/help-and-support/internet/configure-outlook-2007-to-use-port-587

Email Configuration Settings

To configure an email client to use Comcast email (@comcast.net), the following settings should be used for sending and receiving email:

Incoming Mail Server Name: imap.comcast.net

Incoming Mail Server Port Number:

Recommended: 993 with SSL ON

Only if Needed: 143 with SSL ON

Outgoing Mail Server Name: smtp.comcast.net

Outgoing Mail Server Port Number:

Recommended: 587 (SMTP)

Only if Needed: 465 (SMTPS)

SSL Encryption: checked

Authentication: XFINITY username and password required