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.

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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Empathy and Correlation Statements:

• I completely understand your concern. I surely will try my best to get this sorted over the chat.
• 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 know how difficult it is when you Internet speed is slow, let me check the device and help you to get the proper speed.
• I am sorry your internet is not working. I know that can be frustrating. I will be glad to help you resolve this issue.
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. You have reached to right agent. I will help you with nest possible resolution on chat.
• I apologize for the inconvenience. I can understand the importance of running cable as it is a world of entertainment and I have kids at home and know importance of cable as it's the important source of entertainment for them. You have reached to right agent. I will help you with nest possible resolution on chat.
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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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L1 Verification
Could you please help me with your firs name and last name along with your service address ?

L2 verification
Lets verify we are chatting with _______.
May I have your last 4 digits of last payment method ?
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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
o May I know since how long you have been facing this issue?
o May I know if you have done any troubleshooting on your end to get this issue fixed?

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ASSURANCE
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 ☕
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.
Thank you for being my hand and eyes, it was possible only because of your efforts.
You have been a fantastic team player in helping me resolve your concern.
I appreciate your time and patience.
I appreciate your efforts on chat.
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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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Self help-
Xfinity App
The Xfinity app allows customers to view online/offline status of your modem, restart your modem, run a speed test, view Xfinity video devices on your account, Troubleshoot Xfinity video devices and check on service-impacting outages and find nearby hotspots with the interactive map. It allows activating and managing/customizing new equipment. You can view current bill amount and due date, plan details and outage maps and view your billing cycles data usage. It helps to manage technician appointments, including rescheduling. Make payments and view billing information. It allows to manage account and view account information remotely. Application is available on App Store and play store for iOS and android devices.
BAXA: Xfinity Hotspots App
Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient Wi-Fi and can be accessed using Xfinity User ID & Password when you see Network Name Xfinity Wi-Fi on your device. You can save on your cellular data and stay connected with our Xfinity Hotspot services. To know more about Xfinity hotspots, please have a look at the link when you have time, https://www.xfinity.com/support/articles/about-xfinity-wifi-internet. The Xfinity Hotspots can definitely save your day as it's available and free nationwide. You can connect any of your devices by connecting to "xfinitywifi" and just by logging in using your Xfinity username and password. Application is available on App Store and playstore for iOS and android devices.
• Technician details: Technician Disclosure, Ticket number, date, time

Flex Pitching(Internet customers Only):
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, peacok premium, hulu, amazon prime, hubi, pluto, etc. Sounds good?

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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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CLOSING STATEMENT
It is pleasure to chat with customer like you. You have shown utmost cooperation and it is heart warming.
FEEDBACK-
Once the chat is over your will get the page where I would appreciate your feedback for the assistance and experience I have provided during the chat. I hope you have an amazing day ahead. ❤️

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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HELPLINE NUMBERS-
BULK- 1800-391-3000
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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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 :)