Notes

Hi Jeannette, thank you for contacting Xfinity. My name is Ananya. I see you may be having trouble with your TV box. Is that correct?
agent
customer
Yes
Thank you for bringing this to my attention. Let me quickly review the account to assist you better.
agent
Please elaborate on your concern so I can assist you better
agent
customer
I had a tec come out yesterday , everything was working . Now my tv says wireless connection failed .
customer
Also sine he left yesterday I’ve been getting a bunch of notifications saying others are logged into my Wi-Fi ,
I regret for the inconvenience. I completely understand and as a customer I will also feel bad with these kind of inconvenience. Please be assured I will do my best to resolve this issue or will guide you to the best possible alternative.
agent
Please allow me a couple of minutes to review the account information
agent
I am going to perform few troubleshooting steps to resolve the issue. If this requires further assistance, we will discuss other options and work towards providing you best resolution. If we will not be able to fix from online troubleshooting then I will arrange a call back from our advance team or schedule the technician for the better help.
agent
customer
I Appreciate that .
My pleasure!
agent
Right now Im communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and Ill continue to update you on progress.
agent
customer
Awesome
Just to confirm , This is the wifi network name you are connecting with - [redacted]
agent
customer
yes
Thank you for confirming
agent
I am sending refresh signals from servers end directly to your modem to ensure that your device is communicating with the retrieved signals and is working under all the specifications.
agent
customer
Ok
I appreciate your patience
agent
customer
I’m trying . There is a NBA game tonight I don’t want to miss .
No need to worry , Jeannette . I will surely fix this for you and you will be able to watch the game
agent
customer
Thank you!
Youre welcome.
agent
The next step in troubleshooting will be to query the wireless devices currently and recently connected to the Wireless Gateway
agent
customer
Ok
Let me go ahead and work on rectifying signal congestions. After this, I will run a system clean-up to remove signal clutter. Next step would be system re-connection and, lastly, system update.
agent
customer
I really appreciate all this .
My pleasure!
agent
I have successfully updated all the information and installed the correct bootfile and drivers in your box. Now you just need to wait for next 30-45 minutes and then restart the box and you will definitely be able to access , as this is the max. time taken by the box to get the drivers and others get installed
agent
However I am going to take an extra mile for you, I am also going to sched. a tech. visit for you, so that you can monitor Internet usages and if the issue is resolved, you can just login and cancel the tech. visit else you have the tech. visit.
agent
customer
That’s sounds great!
04/29/2023, 07:30 AM-08:30 AM PDT - This is the earliest available slot I got for you
agent
customer
That’s perfect!
Awesome!
agent
Please allow me a moment to schedule it for you
agent
Also , I am adding up the waitlist for today - 4:00 PM - 6:00 PM PDT
agent
customer
You’re amazing!
Thank you so much for understanding , Jeannette :)
agent
I have scheduled the tech visit for you . Also . Please restart it after 30-45 minutes and check , You will be able to access it
agent
customer
Yes . I’ve set a timer for that already. Thank you so much for everything Ananya! You’ve provided the BEST customer service I’ve ever received from Xfinity.
Thank you so much for your kind words , Jeannette
agent
YOu made my day :)
agent
Please let me know if you have any further concerns so that I can help you with it?
agent
customer
You made mine!!!
customer
nope I’m all set!