Notes

in Case of No Auto Opening

A Wonderful day! Thank you so much choosing Xfinity! This is (YOUR NAME) , 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.
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In Case 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.
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Toggle

Please do not press the back button and also avoid using other applications for us to stay connected without any interruption.
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personalisze
hello, hope you are doing great
May I please have your full name with complete service address?
Thanks for the information. I appreciate you taking time in reaching out to us. I am more than happy to quickly help you fix your issue so you can enjoy your Services

Apologies for the inconvenience happened to you. I can understand it is quite tough to face internet connectivity issues. Be assured. Let me quickly help you with this right away.
Thank you for helping me with this information, let me go ahead and pull up your account details, in the meantime, may I know how's your day going on?

Mine is well too, just enjoying a cup of coffee and serving kind customers like you. Thanks for asking.
Please allow me a moment, I am pulling your account details, meanwhile you can grab a cup of coffee ☕ :)
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ASSURANCE-
Please be assured, as you have reached me today, I will take the ownership of your case and ensure that you get the best resolution with me regarding this!!
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APPRECIATIONS-
I appreciate your time and efforts and most importantly your warmth approach towards me throughout the chat.
Being an Xfinity Ambassador, I also want to take this opportunity to appreciate you for your loyalty and business with XFINITY. You are a valuable customer to us and we want to take excellent care of it.
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.
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XFINITY REWARDS-
As an appreciation to your continued loyalty and business with us, we're happy and proud to share our new Xfinity Rewards available for you. Xfinity Rewards is our way of saying thank you for being an Xfinity customer. Just download the Xfinity app and join Xfinity Rewards to get treated to simple delights like movie nights, family activities, and exclusive Xfinity discounts.
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Additional Help
I appreciate your time chatting with me and I want to make sure I have covered all your concerns today. Is there anything else that I can help you with?
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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.

I would love to hear about your chat experience with me today. If you’d like to share your thoughts, you can click the “End Chat” option. I would appreciate any feedback on the service and experience I have provided.
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PASSWORD RESET-
I'd be happy to help you reset your account password. Let's work together to get your account working.
please not to worry, I am here for you and will surely assist you in login to your account
after second level verification-
All this verification is just to keep your account safe from any fraudulent activity.
Please help me with the username you are trying to login

As I have checked there is no third party email address or cell phone number linked to your account, I request you to help me with these so that I can help you with the password recovery
I would request you to use this link and try to reset your password - www.xfinity.com/password
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INTERNET CONCERN-
May I know since how long you are facing this issue and were any troubleshooting steps performed earlier?
thanks for letting me know, I really appreciate your time and efforts you have done before initating this chat, this means alot to me
Please confirm the CMAC address of the modem, it will be located at the backside of the box
Please confirm the color status of the light on your modem
I would really appreciate if you please try to plug the modem into the another active wall outlet of the home, and try to connect
As I have checked here, your modem is perfectly connected with xfinity end and has no connectivity issue. However let me do some checks at my end to diagnose the strength of signals being transmitted from xfinity end .It will take 2-3 minutes. Please stay connected.
Now I am going to send the refresh signals to your modem, it will do the system refresh, check all the loopholes and boost the network connectivity, it will take 2-3 minutes to complete. I request you to please stay connected, you may even relax now as I am working on this for you
Thanks for staying connected, the system has successfully refreshed your modem, I request you to unplug your modem from the power source for once and plug it back after 30 seconds
Awesome, I really appreciate your time and efforts. Your cooperation makes it quite easy for us. I request you to check and observe the connectivity for 3-4 minutes and let me know if the issue still persists
Oh no, now we need to schedule a technician for you as we have performed all the remote troubleshooting steps and the issue still persists, Shall I go ahead and help you with the technician visit?

As I have checked the earliest technician slot we have for you is on- shall I go ahead and book this slot for you?
For future reference, you can even download MY ACCOUNT app to manage the technician appointment from your end, you can reschedule or even cancel that by just a single click.
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PAYMENT ARRANGEMENT-
Glad to see that you are observing your bill. Let me help you.
As I have checked your account has a delinquent amount of $ , due to which your services are temporarily disabled, I request you to please pay this amount to reactivate your services.
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 love 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 delinquency.
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.
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OUTAGE-
Thanks for being on hold, as I have checked an outgoing outage is going on in your area and our dedicated team is working on it, We apologize for any inconvenience and appreciate your patience during this time. The expected time of resolution is two hours, I have updated your number as well to our outage team so that you will be notified on your text message once the outage is over.
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PLEASANTRIES
You are part of our Xfinity family, we will take care of everything for you , I just want you to relax and as this issue is on us and we will bring back your smile.
I must say you have been very patient and amazing with me today, probably the best customer I had today.
Thank You for waiting, I understand importance of your precious time.
Please don't say thank you, I can say I am lucky enough to assist such a cooperative customer on chat today
Anything for a delightful customer like you, I wish my all customers be as joyful like you
Its perfectly alright, we are here to serve our valuable customers like you :)
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SELF HELP-
In the meantime, I want to share that you can use The Xfinity My Account app which allows you to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices.
self help for cable concern-
Most service issues can be fixed with troubleshooting via My Account app. For future use, I would recommend to try using the My Account app to fix cable services. Make sure you’ve tightened all cable connections from the wall to your device, turned on your TV and TV Box, checked your remote batteries and that your TV is set to the right input.
self help for technician visit-
You can download the Xfinity My Account app from the Apple App Store or the Google Play store. Simply search for XFINITY My Account . It gives you the convenience to manage technician appointments including rescheduling and convenience to perform troubleshooting steps for any services issues through your tablet /mobile device”.
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BAXA-
XFINITY WIFI HOTSPOT-
You can also find and connect to Xfinity WiFi hotspots when you need them most. Just sign in to any xfinitywifi network using your username and password.
XFINITY STREAM APP-
With the Xfinity Stream app you can watch live TV and On Demand content from your computer or mobile device. You can even download shows and movies to watch offline in case you lose power.
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I wish I can call you however, I am from the chat department and have limited rights over the chat ,I would really appreciate if you give me the opportunity to assist you
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HELPLINE NUMBERS-
BULK- 1800-391-3000
RETENTION TEAM- Just to inform you that we do not have right to cancel the services, we are only authorized to upgrade or downgrade your services, in order to cancel the services I request you to please call our dedicated team at 1800-934-6489
Your chat has been routed to the support desk for postpaid customers only. Your account is a prepaid account and have an exclusive support desk. I would request you to please call our Prepaid support team at (1-855-757-7372) for further assistance. I have successfully escalated this issue for you and request you to please contact our dedicated INTERNET ESSENTIALS department at - 1-855-846-8376
Thanks for being on hold , as I have checked you have a transfer of service account and we have no access to help you with the transfer of the services, I would request you to please call our Transfer of services Department at 1-877-685-6683 for assistance
I have successfully escalated this issue and I request you to call our dedicated Customer Security Assurance Team at - 1-888-565-4329
Your chat has been routed to the support desk for residential customers only. Your account is a Business class account and have an exclusive support desk. I would request you to please call our Business support team at 1-800-391-3000 for assistance.
However, Your chat has been routed to the support desk for internet customers only. Your account is a mobile account and have an exclusive support desk. I would request you to please call our Mobile support team at 1-888-936-4968 for assistance.
I have successfully escalated this issue for you and request you to call our dedicated team at - 1800-934-6489
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wifi name separate-
Click on wifi network in the Xfi app > at the top right side you will see edit button( pencil icon) click on it> check the box use differnt names for 2.4 and 5.0 > setup both the names > click apply changes
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XFINITY MOBILE
great, we would love to sign you up for the xfinity mobile services, in this you can take advantage of our Unlimited calls and text and access to the most reliable 5g Network at just $15.00 per month :)
Out of curiosity, may I know how much you are paying for your current mobile services and for how many lines?
In the meantime, may I know the charges you are paying for your mobile services because I am having an amazing offer for your mobile services as well which is also at discounted price?
I just want to share a good news with you , while working on your account I have checked that you are pre qualified for our Xfinity Mobile services where you can take advantage of our Unlimited calls and text and access to the most reliable 5g Network at just $15.00 per month and if you bring your own device, you will get $100.00 visa prepaid card per line












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