Notes

MODERM I POT RECIEVE THE SIGNAL FROM SERVICES PROVIDER


ROUTER RECIEVED THE SIGNAL FROM THE MODERM




MODERM +ROUTER->WIRED (= 4 PODS)+ WIRELESS





FREE APP WITH XUMO STREAM BOX

XUMO PLAY

TUBI

PLUTO

IMDB TV


STREAMING APP

Netflix, Disney+, Hulu, Prime Video, Max HBO , Peacock



Xfinity , Xfinity stream app , Xfinity remote



cable rent charge 10$



XFINITY INTERNET

Xfinity Internet provides America's best Internet experienced. Period.

The Fastest Internet
Reliably fast speeds. Plus the largest Gig-speed network available.
Coverage & Control
Millions of hotspots. Rent an xFi Gateway for whole-home WiFi management.
Better Streaming
Enjoy your favorite apps, all in one place with a 4K streaming device.
Advanced Security
FREE with the xFi Gateway to block online threats to connected devices.

XFINITY TV

Xfinity has entertainment to fit every need, want, and watchlist. 

The live networks customers love, like ABC, NBC, Fox, and more. Plus the DVR they need. Easily control it all with the award-winning Voice Remote, and watch on the Xfinity Stream app. Customers can even enjoy streaming apps like Peacock right on their TV.

XFINITY HOME

Around-the-clock security made smarter. Because smarter is safer. Xfinity Home features:

24/7 professional monitoring
Smart home control
Real-time alerts
Cellular system backup
Live HD video
Xfinity Home app
Works with Xfinity X1 to view cameras and more on TVs


XFINITY VOICE

Customers can enjoy the future of landline phone service at home or on their smartphone. Plus, they can talk as much as they want to nearly half the world.


Customizable international calling options, plus unlimited nationwide calling, reliable service with amazing call clarity, and advanced features like Readable Voicemail. They can also get access to the Xfinity app so they can check their voicemail and make and receive calls from their home number on the go.

XFINITY MOBILE

Wireless, re-imagined. Just for Xfinity Internet customers. Customers can save money with Internet and Mobile together, and get the best of both. Xfinity Mobile features:

The best LTE
Plus auto-connect to millions of data-saving Xfinity WiFi hotspots
Talk more, for less
Unlimited talk and text on up to 10 lines.
Flexible data options
Customers can share their network with family and friends and pay less as a group.
Customer's phone, their way
Customers can check if they can bring your own phone, or shop the latest devices.

Unlimited data included
CONNECT MORE
200MBPS

Save $10/mo with Mobile
$25/mo
For 12 month, no term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
Unlimited data included
FAST
400MBPS

Save $10/mo for 24 mos plus WiFi equipment included with Xfinity Mobile
$35/mo
For 24 month, no term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
3 year price guarantee and unlimited data
SUPERFAST
800MBPS

Save up to $20/mo for 24 mos plus WiFi equipment included with Xfinity Mobile
$60/mo
For 36 months, 1-year term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
3 year price guarantee, unlimited data and Peacock Premium included
GIGABIT
1000MBPS

Save up to $20/mo for 24 mos plus WiFi equipment included with Xfinity Mobile
$70/mo
For 36 months, 1-year term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
3 year price guarantee, unlimited data and Peacock Premium included
GIGABIT EXTRA
1200MBPS

Save up to $30/mo for 24 mos plus WiFi equipment included with Xfinity Mobile
$80/mo
For 36 months, 1-year term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
Unlimited data included
GIGABIT X2
2000MBPS

Save up to $30/mo for 24 mos plus WiFi equipment included with Xfinity Mobile
$110/mo
No term contract. Taxes and equipment not included. Incl. up to $10/mo. auto-pay & paperless bill discount.
Pricing & Plan Details
INTERNET Deselection Option

Add live sports, movies & shows for $20/mo
With NOW TV, you can stream 40+ live TV as well as On Demand channels, and enjoy access to Peacock Premium at no extra cost. Continue with the Internet plan that best suits your needs, and add NOW TV during checkout.
Pricing & other info


Opening (Thank you for calling Xfinity. My name is (Your name). May I know Whom do I have Pleasure assisting today?)
concern-
Thank you for specifying your concern. Let me check this for you
Empathy-My sincere apologies for the inconvenience. Let me quickly take care of this for you.
Hold (May I please put this call on hold for 2 minutes while I'm reviewing your account)
Unhold (Thank you for being on hold, I appritiate your time and patience)
Resolution-
Selfhelp (Xfinity App)
Be Xfinity Ambassador (BAXA) (Reward) +Hotspot+streaming aap
Additional help (Is there anything else I can assist you with today?)
Closing. (Thank you for calling Xfinity. Have a wonderful day.)

Pointers
Status
Empathy/correlate/assurance
N
Appreciate(time and patience)
N
Appreciate for business/ showing interest
N
Personal Connect
N
Self Help
N
BAXA
N
Discover need
N
Additional help
N
Summary
N

Empathy and Correlation Statements:

• I completely understand your concern. I surely will try my best to get this sorted over the call.
• 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 best possible resolution on call.
• 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 best possible resolution on call.
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Show Appreciation:
• Business: Thank you for being a valuable customer for such a long time. 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.
• Time patience and efforts
• 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 call.
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Make it Effortless:
• Self help
• Correct ITG followed
• Easy and layman language(no technical terms) used on call
• Authentication done when required(for e.g. When making any changes on account or sharing account sensitive information)
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Read Actively and Respond Appropriately:
• Timely respond
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Discover Needs:
Probing:
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?
o Optional(Cable) May I know on how many boxes are you facing this issue?
o Slow Internet: Are you experiencing the issue on Wired or Wi-Fi connection?
o Are you connected with in home Wi-Fi or Xfinity hotspot?
Usage :
o May I know your streaming preferences?
o How do you normally use your Internet?
o May I know users are connected to Wi-Fi at a time?
o How do you normally use your Internet?
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Be an XFINITY Ambassador:

• Xfinity My Account App
• Xfi App
• Xfinity Stream App
• Xfinity Hot spots App
• Xfinity Rewards

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Set Clear Expectations:
• Toggle Script: Please do not press the back button and also avoid using other application for us to stay connected without any interruption.
• Technician details: Technician Disclosure, Ticket number, date, time

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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?

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.
Xfinity Flex:
Stream your favorite content in one place at no extra cost – including thousands of free TV shows and movies. Using a Wireless Streaming Box, you can watch Netflix, Amazon Prime Video, thousands of free movies, shows and more – without switching apps or inputs. Flex offers one-stop search and control with the award-winning Voice Remote. Stream over 10,000 free movies and TV shows through apps included for free with Xfinity Flex service. Watch, rent or purchase On Demand content, available in 4K UHD. First Flex streaming TV Box (includes the 4K streaming TV Box) will be available at no additional cost. Xfinity Flex brings you what you love, all in one place - your TV! With Xfinity Flex, you’ll be able to stream more than 10,000 free movies. Also access their music choices, like Pandora, iHeartRadio and Amazon Music.
Xfinity App:
For Cable Customers: The Xfinity app allows customers to easily gain access to self-help information and troubleshooting steps on their devices. Manage technician appointments, including rescheduling. Make payments and view billing information. Allows to manage account and view account information remotely. It allows you to view outage information Application is available on App Store and play store for iOS and android devices.
For Internet Customers: 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.
Xfinity Stream App: Turn any screen into a TV with the Xfinity Stream app — included with your Xfinity service. You never have to miss must-watch TV. Stream top networks, live sports and news, plus thousands of On Demand shows and movies on any device. Schedule and manage recordings from any device. Stream DVR recordings from anywhere. Download DVR recordings and watch offline. You can download the Xfinity Stream app on your phone or tablet from Play Store or App store. You can either watch online on a larger screen? Visit xfinity.com/stream.

XFINITY REWARDS

Xfinity Rewards is basically our way of saying thanks for being a customer. There's no cost to join, no points to track.

Just log into your Xfinity account to get started.
New rewards — like movie nights on us and giveaways — are always being added.
Explore your rewards and enjoy as many as you'd like. Get even more the longer you're an Xfinity customer.

Here are just a few examples of Xfinity Rewards- (Special Xfinity Mobile offers, Discounted tickets to Universal Orlando Resort, Deals on movie tickets, Giveaways for sports fans, etc.)
The longer you're an Xfinity customer, the more you get
Become a Silver, Gold, Platinum, or Diamond rewards member.

Like-If you are an Xfinity customer for 2 years you will be a Silver customer, Similarly, If you are an Xfinity customer for 2-7 years you will be a Gold customer, And if you If you are an Xfinity customer for 7-14 years you will be a Platinum customer, & if you spend more than 14+ years with Xfinity you will a Diamond customer.

Frequently asked questions

1. What is the Xfinity Rewards program?
Xfinity Rewards is a program just for Xfinity customers. It's free to join! You must be at least 18 years old and be the primary user on a current Xfinity account in good standing. The longer you’re an Xfinity customer, the more you get!

2. How do I join Xfinity Rewards? Does it cost anything to join?
Xfinity Rewards is free. Eligible customers can use the Xfinity app or visit Xfinity Rewards to join the program.

3.Where can I view my loyalty tier status?
Visit the Xfinity app or customer.xfinity.com/Rewards to view your tier status and eligible rewards.

4. What types of rewards can I expect by joining Xfinity Rewards?
Xfinity Rewards will offer customers a mix of special perks, unique experiences and product benefits. This includes $1 movie night, digital discount codes to sites like the NBC Store or Bravo.com, tickets to local sporting events and more!

5. How often are rewards posted?
New rewards are posted regularly in the Xfinity Rewards portal, with more rewards for customers who’ve been with us the longest. You can access this portal only via your account or by downloading the Xfinity app.

6. How many rewards can I get at once?
You can redeem as many rewards as you’d like. Enjoy as many special perks and experiences you’d like just for being a customer.

7. How do I view or redeem my Xfinity Rewards?
Viewing and redeeming your rewards is easy! Visit the Xfinity app or xfinity.com/Rewards and sign into your Xfinity account. You can then redeem eligible rewards, view your redemption history and more.

8. Do rewards expire?
Yes, rewards do expire. Rewards start as soon as you join and have varying expiration dates. Visit the Xfinity app or customer.xfinity.com/rewards and navigate to My Activity for expiration details.





XFINITY SELF HELP

(Getting Started Kit installation overview videos and guides)

No matter which service(s) you have decided to self-install, you can watch a quick video that outlines how to set up, connect and activate your service(s) all in a few easy steps. Or, you can download one of our easy-to-use Xfinity Self-Install Setup Guides below. Soon you'll be on your way to enjoying your Xfinity services!

Need help moving your services to a new address? Just tell us a bit about your move at xfinity.com/moving and we’ll take care of the rest so you can move in about a minute.

Unpack fast internet on the very first day in your new home
Get connected in three easy steps

(1)Check your new address
We'll let you know if Xfinity is available at your new address.
(2)Review your plan
Confirm your move-in date and any new equipment you may need.
(3)Make your move
Use a Getting Started kit for easy self-installation, or call in the pros.

It's easier than ever to move with Xfinity (FAQ)

(1) Can I keep my plan and promotion?
Offers vary by area. If you can’t keep your current plan, you can shop for new offers. If you’re moving to an area where Xfinity doesn’t provide service, just return your equipment before you move. We can help you do that, too.

(2) What happens to my equipment?
You may be able to bring your equipment with you. If you need new equipment, you can schedule a professional installation and a technician will take care of everything. Or, we can show you how to install it yourself.

(3) How quickly can I move?
You can schedule a move up to 30 days before your move date. If you qualify for self-installation, you can activate your services as soon as you move in. You can also schedule professional installation for as early as the next day, if appointments are available. Then we’ll help activate your services at the time of your appointment.

(4) Do I have to pay to move my services?
There is no early termination fee when you keep Xfinity, or switch to a new offer. In fact, many customers transfer service to a new home at no cost. If you’d like help installing equipment when you get there, or if your move requires a professional, you may be charged an installation fee. You’ll always get our 30-day money-back guarantee for TV, Internet, Home Security, and Voice services.

(5) What if there's time between when I move out and move in?
You won’t be billed for any gaps in service. And we’ll keep you connected to WiFi hotspots and streaming TV on our Xfinity Stream app.


Xfinity Wi-Fi hotspots overview

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 are free to Xfinity Mobile customers and eligible* Xfinity Internet and Comcast Business Internet customers.

(FAQ) How to find and use our Xfinity Wi-Fi hotspots?

Note: If you want to turn a hotspot that’s broadcasting from your home Xfinity Gateway on or off, here’s how.

Find hotspots
When in range of a hotspot, look for the xfinitywifi, XFINITY, or Xfinity Mobile SSID (network name) in the list of available networks on your device. Check the hotspot location map in the Xfinity app (on the WiFi tab) or the online map.

How to know if you can connect to Xfinity WiFi hotspots
You can connect to Xfinity WiFi from any wireless device, like a laptop, cell phone, or tablet or any device that has a browser already installed.

Do you have to be an Xfinity customer to access Xfinity WiFi?
Xfinity Internet and Comcast Business Internet customers with a qualifying tier of service* can enjoy access to Xfinity hotspots with their subscriptions at no additional cost.

How many devices can connect to Xfinity Wi-Fi at one time?
You may only have 10 concurrent devices connected to Xfinity Wi-Fi. If you exceed 10 concurrent devices, you’ll need to disconnect a device from Xfinity Wi-Fi to connect an additional device.


What's the Xfinity Stream app?
Turn any compatible device into a personal TV with Xfinity Stream — included at no additional charge with your Xfinity service.

Who can use the Xfinity Stream app?
All Xfinity customers can download the Xfinity Stream app or visit the Xfinity Stream portal, log in with their Xfinity ID and password and start enjoying available content.

An Xfinity TV subscription is not required to use the Xfinity Stream app or portal, but different Xfinity services do offer different content.

Einstein360 Introduction
The Einstein system is an all-in-one knowledge base tool that is used throughout your daily role supporting Xfinity customers.

Einstein360 allows you to understand the customer's issue quickly, if and when, the customer has already completed verification through the IVR. When customers verify who they are through the IVR, Einstein will display the name of the customer and a brief description of their intent for contacting you. You don't need to spend the customer's valuable time by having them verify twice.

Xfinity xFi Product Overview



Xfinity app on X1 - Product Overview

Xfinity xFi Advanced Settings Overview

Personalizing and Controlling Your Home Network with Xfinity xFi

Troubleshooting Device Connectivity with Xfinity xFi

Xfinity xFi Web Portal - Agent Troubleshooting



A safer home network

Customers get a smarter security solution for all their smart devices, including:

WiFi-enabled devices: thermostats, door locks, and more
Home security devices: cameras, touchscreens, and more
Voice assistants (Amazon Echo, Google Home, etc.)
Phones, laptops, TVs, and more
Smarter is safer

If something looks suspicious, your customer will be the first to know with xFi Advanced Security and the Xfinity app. Xfinity will also send notifications through the app when a potentially harmful issue has been resolved or avoided.

A new kind of protection

Once added, xFi Advanced Security looks for any suspicious activity on the customer's network, and will help to:

Keep them safe from malware and phishing threats on sites they visit
Prevent remote access to their devices from unknown sources
Report and block suspicious device activity

The Xfinity Internet Experience

Get the speed you need at a great price

Xfinity Internet delivers the fastest WiFi on the market with the most coverage at home based on analysis by an independent test lab.
Get the most out of Xfinity Internet with the Xfinity app, included with Xfinity Internet service.
Xfinity Internet also includes security tools to protect customers' private information.
Xfinity Internet customers have Xfinity Mobile available to them, which can save them hundreds of dollars a year on their wireless bill.


Disclaimers

+ Best Internet in America: Based on download speeds measured by 60 million tests taken by consumers at Speedtest.net(opens in a new tab).

* Best WiFi Claim: WiFi claim based on Xfinity Gigabit service, router coverage, and speed on 5Ghz band.

# Fastest Internet Claim: Compares Xfinity Gigabit service and fastest available download/upload speeds from competitive providers.

^ Most WiFi Coverage Claim: WiFi claim based on march 2016 study by Allion Test Labs, Inc. of router performance.

* "Reliably fast," "Consistently fast during peak hours," and "Deliver 100% or more": FCC, 'Measuring Broadband America Report,' 2016.

Standard Disclaimer: Actual speeds vary and are not guaranteed. Requires Xfinity Internet service subscription of 25 Mbps or higher.

Hotspot Standard Disclaimer: Hotspots claim based on June 21, 2013 study by Allion Test Labs, Inc. Xfinity WiFi is included with Xfinity Internet tiers of 25 Mbps download speeds and above only.


Summary
S4X Quality Interactions is our quality program centered on eight behaviors that will improve the customer experience while supporting practices to drive and sustain results.
Quick Links
Overview
Details
The Eight Core Behaviors
Behaviors in Action
Collapse All Sections
Overview
S4X Quality Interactions is our quality program centered on eight behaviors that help create a best-in-class customer experience while also supporting processes that drive and sustain business results. S4X builds on some of the foundational elements of previous programs but provides you with the flexibility to customize your approach and focus on the customer you are working with and their unique needs.

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Details
S4X includes eight core behaviors, which are listed below.

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The Eight Core Behaviors
Be Warm and Friendly
Create a personal connection so that customers feel valued and truly believe Comcast and you care to build a foundation of trust.

Own It
Instill confidence in the customer that they have reached an expert who is fully committed to addressing their questions or concerns.

Show Appreciation
Give every customer the VIP treatment, making them feel as though they’re a priority. Genuinely express gratitude for their business during the interaction.

Make It Effortless
Respect our customers’ time and provide a level of service that feels easy and seamless to the customer.

Listen Actively and Respond Appropriately
Ensure a clear understanding of the customer’s unique situation, express genuine concern for helping the customer and be fully present throughout the interaction.

Discover Needs
Ask effective, relevant questions to gather a deep understanding of the specific customer's situation in order to provide the best solution, recommendation or outcome.

Be an Xfinity Ambassador
Clearly demonstrate how Xfinity has the best products, services and online support in the marketplace.

Set Clear Expectations
Provide relevant and valuable information on actions taken and applicable next steps.

Overview
Xfinity xFi is a superior in-home WiFi experience, delivering the best combination of speed, coverage and control throughout the home. For customers who want more speed, security and value, xFi Complete provides an unparalleled experience. It includes:
An updated gateway, starting with our xFi Wireless Gateway.
Unlimited Internet Data for unlimited streaming and gaming.
Whole Home WiFi, which automatically evaluates the customer's network performance to help ensure the most WiFi coverage throughout their home, with an WiFi Boost Pod included if the WiFi Assessment results indicate that one is needed.

Customers can sign up for xFi Complete online at xfinity.com/shop or by calling us at 1-800-xfinity.
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Benefits
In addition to our great features already included with Xfinity Internet service, customers who subscribe to xFi Complete receive:
1. xFi Wireless Gateway or Newer (excluding Cisco DPC3939)
Benefits:

Speed and Simplicity: The xFi Wireless Gateway or newer is a 2-in-1 modem and router that delivers in-home WiFi that's fast and reliable.
Support: We provide 24/7 customer support, and customers who rent our Gateways make it easier for us to troubleshoot equipment.
We push regular software updates to our Gateways to ensure customers continue to have the latest technology and optimized Internet experience.
With the Xfinity app, customers can also easily reset their Gateway and troubleshoot issues from their mobile phones.
Control with Xfinity xFi: Our xFi Gateways provide a personal WiFi experience with our free, easy-to-use Xfinity app that lets customers set up their home network, find their password, see what devices are connected, set parental controls and even pause the WiFi during dinner or bedtime.
Customers can also monitor the network and see diagnostics in real-time.
Advanced Security: Advanced Security provides an added layer of protection for the customer's entire network by preventing them from inadvertently accessing malicious sites, blocking remote access to smart devices from unknown or dangerous sources and monitoring activity in real time to detect when devices are behaving in unusual ways that could indicate a network threat.
Customer devices are also protected away from home when they enable Advanced Security on the go.
Advanced Security is available at no cost to Xfinity Internet subscribers who rent a compatible xFi Gateway.
Xfinity WiFi Hotspots: Customers who rent our Gateways have access to millions of Xfinity WiFi hotspots while they are away from their homes, which helps customers save cellular data usage and, ultimately, mobile billing costs.
With the WiFi Home Hotspot feature, customers can also give their guests WiFi access via the xfinitywifi network without sharing their personal passwords.
Tech Upgrade: Xfinity will upgrade the customer's Gateway after three years at no extra cost for a better, more reliable connection for their home.
Learn more about the Tech Upgrade from our xFi Complete FAQs.

You can also share this list of Wireless Gateway benefits with your customer.


2. Whole Home WiFi


Benefits:

Monitoring: Ensuring the customer’s home has the best in-home WiFi coverage throughout every room is our priority.
The Whole Home evaluation will monitor the customer’s device connectivity to the WiFi network for 14 days after the Gateway is activated.
The algorithm uses 14 days to ensure it has enough time to monitor the various behaviors of the customer and their devices during the week and weekend since those can vary.
Customers who are not recommended for an WiFi Boost Pod will receive an evaluation every six months for 24 months.
Reporting: Customers will receive an email with their personalized Whole Home WiFi evaluation results (see Customer Experience Timeline below for more information).
The results will only indicate whether the customer is eligible for equipment to enhance their home WiFi coverage (actual score will not be provided).
Unlimited Internet Data for unlimited streaming and gaming so customers don’t have to worry about data caps.
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Equipment Requirements
An xFi Wireless Gateway (XB3) or xFi Advanced Gateway (XB6 and higher) is required, which must be rented through Comcast.
Notes:

Cisco DPC3939 xFi Wireless Gateways and XB2 Gateways aren’t eligible.
Locations which have a Sales Area of 122 or 422 in CSG are required to have an XB6 to add xFi Complete.
Learn more at Next Generation Xfinity Internet – West and Central Divisions.
If the customer does not currently have an eligible xFi Wireless Gateway, follow standard processes to add a Getting Started kit (by shipment or Xfinity Store pickup) or Limited Contact Install.


Install options for new customers Install options for existing customers
Getting Started kit
Free in-store pickup
Limited Contact Install
Free shipping for Getting Started kit
Free in-store pickup
Limited Contact Install

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Eligibility
New and existing Xfinity Internet customers who have an eligible xFi Wireless Gateway can sign up for xFi Complete, regardless of speed tier. For a complete list of eligible xFi Wireless Gateways, please see above or refer to Overview of Xfinity Gateways.
Bulk Xfinity TV-only customers who subscribe to Xfinity Internet on a retail rate are eligible to add xFi Complete as a bolt-on. The customer's account must be bulk upgradeable.
Please note the following customers are not eligible for xFi Complete:
Xfinity Internet customers with customer-owned Gateways.
Internet Essentials customers, as they are currently exempt from the data usage threshold.
Bulk Xfinity Internet customers with landlord-provided internet.
For more information, see xFi Complete Not Available for Bulk Customers With Landlord-Provided Internet.
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xFi Complete On-Boarding Experience
Set clear expectations with the customer by walking them through the following timeline. xFi Complete customers will receive four emails with helpful information regarding their purchase, so it is important to capture their primary email and tell them to keep an eye out for these emails.
Note: This timeframe cannot be changed.

Timing Customer Experience
Day 1
(when customer orders xFi Complete)
Let your customer know they'll receive an Order Confirmation email for xFi Complete.
Tell your customer to connect all their WiFi-enabled devices to their home network as soon as the Gateway is activated and use them throughout the entire home during the Whole Home WiFi evaluation to get the most accurate results.
Day 2
Let your customer know they'll receive a Welcome email summarizing what they get with xFi Complete.
Day 5
Let your customer know they'll receive an Internet Tips email letting them know how to get the most out of their WiFi experience through the Xfinity app.
Days 1-14
(following Gateway activation)
Let your customer know the Whole Home WiFi evaluation will run during this time period to ensure there is full coverage in the home.
Day 15
Let your customer know they will receive one of the following email notifications about their Whole Home WiFi Evaluation:
​Email 1: Your coverage is looking great.



Customers who receive this email don't need to take any action.
Email 2: You can improve your WiFi Coverage with an WiFi Boost Pod.



The same online order link will be available in the xFi Notification Center and the WiFi Boost Pod Redemption tile in the Overview tab of the Xfinity app.
WiFi Assessed tile


Customers should click the link provided, then log in using their Xfinity ID and password (if not already logged in) and follow on-screen directions to redeem their free WiFi Boost Pod.
The WiFi Boost Pod will be shipped within five to seven business days, and the customer should follow standard processes to install it.
Note: Only customers deemed eligible for an WiFi Boost Pod by the Whole Home WiFi evaluation qualify to receive a free WiFi Boost Pod.
In most cases, the xFi Gateway is all a customer needs for the best WiFi experience.
If a customer doesn’t need WiFi Boost Pods in the home, the WiFi Boost Pods can hinder their home network performance.
The evaluation uses the qualification requirements needed to determine eligibility.
If the customer is still having issues with WiFi coverage, or if an Xfinity technician sees WiFi coverage issues in the home, please refer to this Whole Home WiFi Evaluation Overview.
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Internal Notes
xFi Complete events, including new subscriptions, activations, Whole Home WiFi evaluation milestones and results can be viewed in Customer Timeline and are indicated by a purple xf icon. These events can also be viewed in the Account History screen.
Smart Message notifications will appear in Einstein 360 before the beginning of the evaluation, when it starts and also when it’s completed. Examples include:


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Unlimited Data
Unlimited Data goes into effect immediately upon activation of xFi Complete and applies to the entire month in which the customer ordered the service.

West Division Note: We don’t prorate the Unlimited Data Plan when a customer removes it. If a customer has the Unlimited Data Plan and switches to xFi Complete, they will still pay the full price for the Unlimited Data Plan that month. We’ll automatically give them a one-time credit of $5.50 for the Unlimited Data portion of xFi Complete. The customer will also see a prorated charge for xFi Complete on their first bill.

Tech Pod Redemption
Starting June 16, 2021, if a technician is in the home of an xFi Complete customer who hasn’t redeemed their free WiFi Boost Pod, the technician can install the free Pod. Technicians can’t be scheduled for an WiFi Boost Pod install, accept Pod returns or process Pod replacements.