Notes

XFINITY INTERNET
Xi – Xfinity Internet
HSD – High Speed Data
CHSI – Comcast High Speed Internet
Jargon – Internal words technical words
Comcast – Parent Company
Xfinity – Brand name of the Internet service – residential customers
Comcast Business – brand name of the commercial internet service

XI
· Flexibility
· Reliability
· Control
· Coverage

PLANS
NED – Unlimited data
CEN/WST – 1.2 TB (Terabyte) Data allowance / per month (1229 GB)
· $10 for 50 GB

· Connect 150 Mbps
· Connect More 300 Mbps
· Fast 500 Mbps
· Superfast 800 Mbps
· Gigabit 1000 Mbps
· Gigabit Extra 1200 Mbps
· Gigabit X2 – 2000 Mbps

Control
· Xfinity App
o View bill
o Make payment
o Setup automatic payment (autopay)
o Data usage check
o Restart the gateway
o Speed test
o View/change wifi name and password (xFi Gateway)
o Chat for support
o Setup profiles for the users in the home
o Pause unpause devices to allow wifi access
· Xfinity Website

Coverage

· Equipment
o Rental Gateway - $15/mo
§ WiFi Boost Pod (xFi Pod)
· $119 for 1
· $199 for 2
o Own Modem - $0/mo
· WiFi Hotspots
o Public Xfinity WiFi Hotspots



GETTING SERVICES
Self-Installation
· GSK (Getting Started Kit = SIK = Self Install Kit)
o Shipment delivery (UPS)
§ Standard shipment $15
§ Priority shipment $29.95
o In Store pickup
§ Free
Pro Installation
· Pro Install (Professional Installation) - $100/visit


CONS

· You have to purchase the pods separately to fix the coverage issue if the rental gateway doesn’t give adequate coverage if the house is large
· Pods don’t work with the own modem
· Pro install is chargeable
· Xfinity App cannot be used for all the 100% things if the customer is using own modem
· Unlimited data is not being provided in CEN/WST divisions
· Shipment charges are applied
· Gateways are not being provided as a sell option
· Additional benefits are not being provided (Netflix, etc)


Add On
· XFI COMPLETE
o $25/mo
§ Xfinity Gateway ($15/mo)
§ Advance Security / Advance Security on the go
§ Unlimited data
§ Home WiFi assessment
§ Gateway automatic upgrade after 3 years


https://einstein360.cable.comcast.com
· Customer database
· Knowledge base
· Troubleshooting guide

CARE Portal (care.xfinitypartnerportal.com)
LMS – Learning Management System


NPS = Net Promoter System

· NPS – Net Promoter Score
· NPS Callback – Manager calls the customer
· NPS Huddle – Team session of 1 hr in a month
· eNPS Huddle – Team session for the employees

NPS – Net Promoter Score
0 – 10
0-6 = Detractor
7-8 = Passive
9-10 = Promoter

NPS Score = % of Promoters - % of Detractors

Promoter – Detractor / Total no of survey * 100a

R – Recommend : 0-10
R – Reason
R – Resolve (Yes/No)

Connect
75/10 Mbps
150/10 Mbps
$60.00 to $65.00
$68.00
$66.00
$64.00 in California $67.00
Upto 4 devices
Performance
Connect more
200/10 Mbps
300/10 Mbps
$70.00 to $87.00
$90.00
$86.00
$76.00 in California $79.00
Upto 5 devices
Performance pro
Fast
400/10 Mbps
500/10 Mbps
$80.00 to $102.00
$105.00
$96.00
$86.00 in California $89.99
Upto 8 devices
Blast
Superfast
800/20 Mbps
800/20 Mbps
$90.00 to $107.00
$110.00
$106.00
$96.00 in California $99.99
Upto 11 devices
Extreme pro
Gigabit
1000/20 Mbps
1000/20 Mbps
$100.00 to $112.00
$115.00
$116.00
$106.00 in California $109.99
Upto 12+ devices
Gigabit
Gigabit Extra
1200/35 Mbps
1200/35 Mbps
$110.00 to $122.00
$120.00
$126.00
$116.00 in California $199.00
Unlimited devices

Gigabit X3




$299.95
Gigabit X6 at $299.95
Unlimited devices


Cable Features-
Online Streaming
On demand access (Pay per view)
Variety of Content (Sports, NEWS, Movies etc.)
Voice Control Remote
Lots of Entertainment
Live channels

Cable Packages - NEW PLANS

NER Central West
Choice TV - 10+ Channels $35 $30 $30
Popular - 125+ Channels $70 $70 $60
Ultimate - 185+ Channels $90 $90 $78.5


LEGACY PLANS

Choice TV
Standard / Extra
Ultimate / Preferred


Two types of GSK
GSK : Getting Started Kit
SIK : Self Installation Kit

KIT includes : Equipment, cable wires, manual guide, billing details

Standard Shipment (will take 3-5 business days, cost : $15 for one time)
Priority Shipment (will take 24 to 48 hours, cost : $29.95 for one time)


* These charges comes under Internet / Cable



INSTALLATION CHARGE : When cm got new service ($100)
SERVICE CHARGE : $70


General FAQs
NOW Internet:

High-speed data
Prepaid Service
With NOW Internet, you get unlimited data and WiFi equipment
You can activate your service in minutes on the Xfinity app.

FEATURES OF NOW INTERNET:

Prepaid service
Easy setup from Xfinity App
No contract
Pause & Resume option
Unlimited Data
24/7 Digital Support
Wifi Equipment

PRICES:

100 Mbps for $30
200 Mbps for $45



What NOW Internet plans are there?
Choose from two internet speeds: 100 Mbps for $30 per month or 200 Mbps for $45 per month. 100 Mbps is perfect for everyday use like downloading music and browsing social media. Get 200 Mbps for smoother streaming. Actual speeds vary and are not guaranteed. For factors affecting speed, visit xfinity.com/networkmanagement.
How do I activate my NOW Internet service?
You can activate your NOW Internet service seamlessly by using the Xfinity app! See the step-by-step process in our NOW Internet overview article.
Can I bring my own gateway with NOW Internet?
No, you can’t use your own equipment with NOW Internet. NOW Internet includes a NOW Internet Gateway with your cost of service. Just plug it in and activate using the Xfinity app to get started.
Can I upgrade my plan from NOW100 to NOW200?
Yes, you can upgrade your NOW Internet plan any time via your online account or NOW Portal. Simply select Switch to 200 Mbps from your NOW Internet account page. Once you upgrade, you’ll enjoy instant access to the NOW200 speed tier.


XFINITY VOICE:

For 4 countries cm can use unlimited calls and text
US - US, US - INDIA, US - MEXICO, US - CANADA

If customer wants to call and text in other countries, then they will charge additional cost i.e. $11.95/month.

One package in Xfinity voice, Landline price : $40/month
For 2nd line $10/month additional connect with modem

FEATURES:
Three way calling (Conference)
Call forwarding
Call waiting
Caller ID / Block feature
Call Return
Call Screening (To create a list of blocklist)
Caller ID with call waiting
Repeat Dialing
Readable voice mails

COST :

There is only one pack in all divisions i.e. $40/month (EDP)

LEGACY PLANS

Choice TV
Standard / Extra
Ultimate / Preferred / Select +
Signature plus and Super plus more plans are not available with us
Sports channels are not available in Choice Tv
Broadcast TV fee - All three
Regional sports fee - Popular and ultimate

More sports and entertainment package:
$9.95 and $10 NED + CEN

Premium channels - HBO, HBO MAX, SHOWTIME, STARS, HITS, HISTORY, (paid channels)




Date - 19/09/2024 THURSDAY

XUMO / FLEX (Streaming) - Doc ID: PRD20036 (Search it on Einstein)
XUMO : It's a streaming box, only streaming channels are visible not cable channels

NOW TV (Streaming + Live TV) : (Doc ID: HOW21668)

NOW TV, it's a app and customer subscribe the channels there to watch
40 + live channels, on demand
Peacock premium (at no cost), till the NOW TV service peacock premium is valid.
Cloud DVR (20 hours) DVR - Digital Video Recording
Cost : $20/month
No activation charge, no shipment charge
XUMO / FLEX + NOW TV - it will cost to $20
NOW TV - Upto 3 devices can watch at a time
NOW TV (Through smart devices)
No equipment required
Access Now TV, through flex/xumo (through website : Xfinity.com/stream) by filling there Xfinity ID and password
Through mobile - download the Xfinity stream app
Ads included in NOW TV


X1 :
CABLE BOX:

$10/month for each box

It's a cable box
4K + Cable box
Live Tv, DVR supports of 20 hours, on demand
DVR service - 150 hours of recording, cost : $10/month
Premium DVR - 300 hours of recording , cost : $10 + $10
Xfinity stream app
Voice remote system
Parental control : Watch time limit, PPV pin: it's a pin which asked to customer when customer wants to add any other movie

ORE SERVICES :

Internet
Cable
Landline
Home security
Xfinity mobile


TYPES OF ACCOUTNS:

Residential Account
Business Account / Bulk / BB Tenant
Employee Account
Prepaid Account


CLIENT TOOLS:

Mercury (Chat Tool)
Einstein 360 (To find knowledge based information of customer)
CSG / ACSR (Agent friendly)
ECM - Enterprise Case Management (For refund related)
Celestial (Information regarding promotion, offers, discounts, etc)


Date - 13/09/2024 FRIDAY

KPIs
FEEDBACK - NPS (Net Promoter System)

TYPES OF NPS :

Promoter - Positive Feedback , Range - 9 to 10
Passive - Neutral, Range - 7 to 8
Detractor - Negative Feedback , Range - 0 to 6


QUALITY BEHAVIOUR :

RARA - Read actively and Respond appropriately (Include Knowledge, Assurance and Relate part)
Be warm and friendly (Include Personalization and Rapport Building)
Show Appreciation (Include Loyalty, Business and Patience)
BAXA - Be an Xfinity Ambassador (Sharing additional features of Xfinity)
Make it Effortless (Quick solution and without efforts)
Set clear Expectations (Summarization Part of the chat, Hold / Un-hold)
Discover Needs (Find cm needs)
Own It (Take the ownership of the chat)


Xfinity products:- Xfinity is all about connecting people to what matters most. That’s why the Xfinity product brand is constantly innovating how customers interact with their internet, TV, mobile, voice, even their homes.


Xfinity Internet:- Xfinity Internet provides America's best Internet experienced.

1.The fastest Internet :- Reliably fast speeds. Plus the largest Gig-speed network available.
2.Coverage and Control :- Millions of hotspots. Rent an xFi Gateway for whole-home WiFi management.
3.Better Streaming :- Flex 4K streaming device, Voice Remote, Peacock Premium. No extra cost.
4.Advanced Security :- FREE with our Gateway to block online threats to connected devices.


Date - 16/09/2024 MONDAY


XFINITY MOBILE :

FEATURES :

Nation wide coverage
Unlimited calls and texts
Mexico and Canada Travel Pass
Save more with multiple lines
Millions of Hotspots
Better Connectivity
Trade in Device (Exchange offer) : Customer can replace her old device (but that device must be compatible with Xfinity) with the new one, if any offers are there.
How to check compatibility?
With customer phone number and IMEI number of customer phone


Unlimited calls and text to Mexico and Canada : Stay in touch with friends and family in Mexico and Canada with unlimited talk, text, and data, included with all Unlimited data options.

Try risk-free : With a 14-day money-back guarantee, you have a full two weeks to cancel, return your devices, and receive a full refund.


BENEFITS:


14 - days free trial
Trade in your Phone
Save on your internet bill : If we purchase internet service from Xfinity with mobile within 90 days, then it's saves your money (vary account to account)
Lowest Price

To check the stored payment methods:-

Billing and payment>Payment preferences



Speed test check on Einstein:-

Einstein>Account>Filters>Speed Check




To check open work orders:-

Activity > Work Order



To check whether services are active or not:-

On top right of the Einstein profile



Activity Status:-

Serviceable: Services available

Tap Hot: Services can be provided

Tap Never connected: Services not available



To check outages:-

Troubleshooting> Outages



To check about the device health and the number of devices connected in the account:-

Overview: Scroll down there you can check the usage



How to give courtesy credit:-

Billing and payments> Ledger> Credit by range