Notes

A wonderful day! Thank you for choosing Xfinity! This is Manisha, your Xfinity Ambassador for today. It will be a 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.

Please do not press the back button and also avoid using other applications for us to stay connected without any interruptions.




INTERNET ACKNOWLEDGE

I really understand what you're saying, it's hard to use Internet while you are doing work! I know I experienced the same issue a while ago with my previous Internet provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.

Oh no! I use my internet for everything, so I understand how important it is to get and keep you connected. I' m glad you chatted.

Having reliable, fast internet is crucial to working and learning from home- It is something my family and I depend on daily! Let's see what's going on.


TV ACKNOWLEDGE

I really understand what you're saying, it's hard to enjoy your TV shows if you can't watch Tv ! I know I experienced the same issue a while ago with my previous cable provider and it was frustrating. We are definitely going to get it resolved as quickly as possible…as I know exactly how you feel”.


I've dealt with pixelation on my TV and it was so frustrating! The good news is I'm an expert and I know exactly what to do to fix this issue.

I know how frustrating it can be trying to watch tv and getting an error. I know exactly what to do to get the XRE error fixed.


BE WARM AND FRIENDLY -:

How is your day going so far?
How is the weather out there?
How was your last weekend?.
How are you doing today ?

I am doing great. Thank you for asking.

How may I assist you today.

OWN IT :-

I can understand your frustration on how this was handled, but I can assure you that we’re going to get this resolved for you today.

Please be assured you are connected with right person and I will personally take care of this for you.

Nothing to worry about as I am here to assist you in the best possible way.

Thank you for reaching us and for letting me know about your services. I totally understand where you coming from. You have me here and I am glad to help you.


APPRECIATION :-

I noticed while authenticating your account that you've been with us for the last sometime. 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.

I see that you have been with Comcast as a customer for quite some time. We appreciate your loyalty. I hope that aside from the issues you are having that your day is going well.

Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

BAXA :-
HOTSPOT
Have you heard about Xfinity Hotspot, it is great and super useful?

You may take advantage of our Xfinity Hotspot. The Xfinity Hotspots can definitely save your day as its 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. Save on your cellular data on the go.

Meanwhile would like to inform you that Xfinity has millions of Wi-Fi hotspots throughout our service area to make sure you are 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.

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



Meanwhile, I see you have xFi compatible modem. With Xfinity App, set up Wi-Fi environment in minutes, find your Wi-Fi password, troubleshoot internet issues, and setup Parental Controls. The app is exclusively for Xfinity customers and available on Google or Apple Store. Login using the Xfinity Primary User ID & password.

I would recommend trying it. I am confident you will find it easy and convenient to manage Xfinity internet. When you have time, please visit the link https://www.xfinity.com/support/articles/xfinity-xfi-overview

STREAM APP
Have you heard about Xfinity Stream app, it is great and super useful?

With Xfinity TV one of our customer's favorite features is Xfinity Stream app where you can Get the entertainment you love anywhere, on any device. . Everything is included at no additional cost, Download the Xfinity Stream app for your mobile device using this link : https://xfinity.com/apps


MAKE IT EFFORTLESS-:

Have you heard about Xfinity App, it is super amazing and useful?

The Xfinity app is a comprehensive tool for Xfinity customers to manage their accounts and get the most out of their service. It allows customers to track their orders, sign up for Xfinity Rewards, learn about Xfinity hotspots, and get started with Xfinity Stream. The app also provides features like the internet speed test, troubleshooting with the Xfinity Assistant, and 24/7 real-time support. With the xFi Gateway, customers can access exclusive features such as device management, parental controls, and network security. The app is available for Xfinity Internet customers and offers a user-friendly interface to enhance their home network experience.


While working would like to inform , you can also try to fix internet issue, check for service outages, pay bills, manage your account online - all on the Xfinity app. The app is exclusively for Xfinity customers and available on Google/Apple Store. If you have not used it, I would recommend to give it a try and you will find it easy & convenient to manage your Xfinity account.


2- While working would like to inform Most service issues can be fixed with troubleshooting via Xfinity app. For future use, I would recommend to try using the Xfinity 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.

Xfinity App is available on Google & Apple Store & can be accessed using Xfinity User ID & password. The app is exclusively for Xfinity customers & it is very user friendly.


DISCOVER NEEDS -:

Do you connect to Wi-Fi a lot or do you use your cellular network more?

May I know how much data you use on individual basis in the family?

How much data do you think you/your family use per month ?

How many devices are connected at a time with WiFi at home?

How much are you paying for your current mobile line and for how much data?


TECHNICIAN VISIT -:

I’m looking in our appointment systems to find a date and time that fits your schedule, it may take me a few moments.
Before our technician arrives, please remember someone 18 or over must be home, ensure all pets are secured, and that we can have access to the equipment.

May I have a preferred phone number where you can receive the automated call, as there will be automated call for confirming the technician appointment ?

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

You can cancel or reschedule tech visit on following link as well - https://www.xfinity.com/support/account/how-to-cancel-reschedule-comcast-appointment and from my account app as well.

WHEN YOU NEED TO BOOK A TECH -:

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.

As I have checked and followed all the initial troubleshooting guidelines and equipment s are still not responding to the signals properly. Diagnostic check is indicating a technical issue have been detected and we need to book an appointment for you to have this investigate and fix it completely.

TECH CHARGES

He will visit your place and check if the issue is from your end or Comcast end , If it is from Comcast end , it will be free , if he checked and found the issue is from your end , he will inform you first , if you agree for that and want to do work done , then only the charges will be applicable in next bill , no hard cash , Will that be fine ?

There is one time charge of $100.00 for the technician visit, the technician will run the cable lines from outside pole to in home, connect with the wall outlet to activate it and also complete the installation for you.

I understand you are little uneasy about the charge but if you look at the timely resolution being . I am sure you wont mind . Moreover, the tech will check and informed about the final charges.


PASSWORD RESET -:

IN HOME CONNECTED

Do you have access to this number or email ?

Now you just need to open this link : https://idm.xfinity.com/myaccount/reset and put your username . Then you will get an option to send password reset link to your email address or mobile number and once you click on the link you will be able to setup new password for your account.

WHEN NOT CONNECTED TO IN HOME

Are you connected to your In-home Xfinity WIFI?

I have shared a verification link on the number/email please open it and verify it, let me know once you are done.

I will update your email or mobile number on the account, once you are connected to your in home WIFI please verify the link and you can reset the password by getting the code on the number or the email.

I will update your preferred email address on your account and you will a Validation Link on your email address you just need to connect your device to you Inhome XFinity Internet and click on the link to update email address on your account and link will be valid for 72 hours. So whenever to reach at your home you will be able to update email address on your account. Similar thing you can do with your Mobile number but in that case Link will be valid for 24 hours.

Now you just need to open this link : https://idm.xfinity.com/myaccount/reset and put your username . Then you will get an option to send password reset link to your email address or mobile number and once you click on the link you will be able to setup new password for your account.

CLOSING -:

You were very patient and co-operative through out the chat, probably the best customer I had today

You've been very patient and amazing with me today. Will there be anything else I can help you today?

You are really one of the most understanding, patience and supportive customer I had chatted today, much appreciated.

Fantastic! I'm glad that we were able to fix issue. Hope you enjoy the service. I appreciate your patience and efforts working with me today.

Thank you for contacting Comcast Live Chat Support and being a valuable member of Comcast family! We value and appreciate your business with Xfinity! Have a great day.