Notes

OPENINGS

- A wonderful day! Thank you for choosing Xfinity! This is Brijesh, your Xfinity Ambassador for today. It will be a great pleasure to assist you today.

- Welcome to Xfinity! I'm Brijesh, your dedicated Xfinity Ambassador. I'm here to make your day exceptional and ensure that your Xfinity experience is nothing short of extraordinary. How can I assist you today?

TOGGLE

- Kindly refrain from pressing the back button and avoid using other applications to ensure a seamless and uninterrupted connection between us.

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

HOLD

- I appreciate your patience. In order to thoroughly investigate the issue, it would be helpful for me to take 2-3 minutes to review the details in your account. This will allow me to gather the necessary information and provide you with the most accurate solution. Thank you for allowing me this time to assist you effectively.

RELATABLE SENTENCES

- I empathize with the significance of reliable services, recognizing the pivotal role they play in ensuring a seamless online experience for users like yourself. Your satisfaction is at the forefront of our commitment to delivering consistently stable and dependable services.

- I understand the challenges you've faced, and I appreciate your patience. Rest assured, we're actively resolving the issues to ensure a smoother experience, and your satisfaction is our top priority.

REPO
- how is your day going so fare ?

- Do you have any weekend plans ?

- How was your Weekend ?

- It was great, thanks! I went hiking with some friends and enjoyed the beautiful weather.

- It was fantastic! I tried out a new restaurant, caught up on my favorite TV series, and even had some time for a creative project.

- Amazing! Spent quality time with friends, explored a new part of the city, and indulged in some delicious food.

- It was absolutely wonderful. I went to a concert, spent time outdoors, and had a much-needed break from the usual routine.

- Fantastic! Visited a museum, had a picnic in the park, and enjoyed the company of good friends."

- Incredible! I attended a beach yoga class, read a captivating book, and just embraced the relaxation vibes.

APPRECIATION

- I appreciate you answering all my questions patiently which will help me in identifying your issue over the chat

- I appreciate your effort in explaining your concerns thoroughly. Your insights have assisted us in resolving the issue effectively.

- Thank you for being a valued customer of Xfinity. Your loyalty is highly appreciated, and we truly value your business with us.

- I appreciate your patience and efforts over the chat.

- Thank you, being on hold. I appreciate your patience and efforts over the chat.

- Thank you for taking the time to provide detailed information. Your input has been incredibly helpful.

- It was delightful experience for me to have a valuable customer like you on chat. We appreciate your loyalty with comcast and value as a customer

ACKNOWLEDGEMENT

- I can completely understand the importance of the service for you. Being an Internet user I can understand the importance of stable services.

- I can completely understand that you're not getting proper internet speed as per plan. I can understand the Importance of stable Internet connection as it is important for tasks and assignments completion

- I completely understand your concern. I know how it feels when Internet is not working properly and you are dependent on internet for study, work and entertainment. I will definitely assist you with the no internet issue

- Fully appreciating the significance of uninterrupted service, I empathize with the need for a stable online experience. Just like any internet user, I understand the value of seamless connectivity, and I am committed to providing you with a smooth and reliable interaction.

- I empathize with the need for a comprehensive and dependable service experience. Understanding the vital role these services play in your daily life, I am committed to ensuring that you receive the assistance and support necessary for a seamless and hassle-free Xfinity experience across all areas.

- I can imagine how challenging it must be for your children to manage their schoolwork without a stable internet connection. As a parent myself, I understand the importance of uninterrupted online access for educational activities. Let's work together to get this sorted out. Could you please provide me with some more information so that I can assist you effectively?

- Absolutely, I'd be happy to help you with that. Managing bills and understanding internet packages can sometimes feel overwhelming. Let's simplify things for you. please provide me with your account details like first name and last name along with services address with zip code, and I'll quickly pull up the information for you?

- It seems like you've been having issues with your Internet for a while now. Dealing with such technical challenges can be quite challenging. I've encountered similar situations in the past, so I can understand the concerns you're facing. Let's work together to get this resolved. Please share more details about the issues you're encountering?

BAXA

- The Xfinity App serves as your one-stop destination to optimize your service experience. Seamlessly oversee your account by effortlessly checking your current bill status, tracking your billing cycle data usage and due dates, reviewing plan specifics, and even accessing outage maps for real-time updates. Access the App today by downloading it from the App Store or Google Play and signing in using your dedicated Xfinity ID and password.

- Managing your Xfinity bills and exploring package details is easier than you might think. With the Xfinity app, you can effortlessly stay on top of your account anytime, anywhere. Simply download the Xfinity app from the App Store or Play Store, log in using your Xfinity user ID and password, and access all the essential information at your fingertips. It's a convenient way to take control of your Xfinity services on the go.

- In the Meantime, I would like to inform you that If your cable services are not working, you can use My Account app to check device status and fix the issue without chatting with us. This is a free app exclusively for Xfinity customers and is available for download on Google & Apple store. You can try to fix it yourself and it is very easy to use by just logging in using the Xfinity username and password.

- While waiting, I wanted to share that you can also enjoy our XFINITY WIFI hotspot on the go, Enjoy the convenience of our extensive XFINITY WIFI hotspots on the go. Easily locate available hotspots by downloading the Xfinity app from the Play Store or App Store, and simply connect using your XFINITY username and password. With millions of hotspots spread across the US, you can rely on this reliable and complimentary WIFI service, ensuring you stay connected even when you're away from your Xfinity Internet. It's the perfect alternative for seamless connectivity wherever you are!

REWARDS

- Let me tell you about something amazing, So have you signed up for our Xfinity Rewards program yet ? I highly recommend checking it out, It's a brand new program that gives us another way to say thank you to our valuable customers, ( Movie rental, sweepstakes, discounts, and more!) Sign up for free Xfinity app under rewards to see what offers are available.

TECHNICIAN

- As, we have performed all the troubleshooting steps but you are still getting the same issue. In that case I will schedule the trouble call for you, so that once a technician will come and check all connections and resolve the issue for you. Shall I schedule a technician visit?

- "Since we've exhausted all troubleshooting steps and the issue persists, I'll go ahead and schedule a technician visit for you. They'll be able to thoroughly examine all connections and promptly resolve the issue. Would you like me to proceed with scheduling the technician visit for you?

- I've initiated a refresh signal from our end, which may take a few minutes. Hopefully, this will resolve the internet issues you're experiencing.

- Kindly share a contact number where we can reach you before the scheduled technical visit for effective coordination.

ADDITIONAL

- Your patience and cooperation have been exceptional today, making you one of the best customers I've assisted. Before we conclude, is there anything else I can help you with or any other concerns you'd like to address.


INTERNET TROUBLESHOOTING

- What specific activities were you doing when the internet connection dropped (e.g., streaming, browsing, gaming, etc.)?

- Have you noticed any patterns or specific times when the internet connection tends to drop, such as during peak hours or specific days of the week?

- Have you recently updated any firmware or software on your modem or router that might have triggered the connectivity issue?

- Can you confirm if the coaxial cable connecting your modem to the wall outlet is tightly secured and free from any damage or interference?

- Have you checked the weather conditions in your area, as extreme weather events can sometimes affect the internet service?

- Have you tried by passing any network splitters or extension cables to connect your modem directly to the main cable line?

- Have you performed a speed test to check the actual download and upload speeds you're getting compared to your subscribed plan?

- Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem

- I am running the health check on the system. I t will take 2-3 minutes to complete please stay connected over the chat.

- I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.

- I am now working on rectifying signal congestions and we are doing great so far. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update.

- Please check the status of the online light/ Internet light on the modem.

- How long have you been getting this issue and were there any troubleshooting steps performed earlier?

- Please check all the wires are connected secure and tight.

- Please run a speed test on a wired connection http://speedtest.xfinity.com/ by using this link.

- Can you provide the C-MAC address that’s located at the back or bottom of your modem, I want to make sure I'm working with the right device.

- I have sent the signals to synchronize your modem and it will take 1-2 min now and after that I will run a health check on your modem to make sure it is working fine now.

- Most of the time the issue is caused by loose cable connections to your modem. Can you make sure cables are securely connected?

- I’ll need your help restarting the device. Please remove the power cord from the wall. After you are done with these steps and plugged the device back in, let me know...

- I understand the importance of having your services working. I want to ensure you we're doing everything possible to resolve your issue in a timely manner. I’ve created a ticket with our next-level support to assist you with a resolution.

- This process can take up to 24 hours to determine if the issue can be resolved remotely. Great news, we have made it more convenient for you; we'll text you to confirm if services are restored. If not, we'll schedule a time for one of our skilled technicians to come to your home as soon as possible. May I have a good mobile number where we can contact you ?
As I have checked, the problem may not be with your device nor the line. The only thing that needs to be done is for us to investigate what's causing this issue. I will be creating an open ticket for our back office engineers to analyze the possible causes and resolve the issue remotely. We'll take care of this for you and will contact you within next 60 minutes on a priority basis.

BIFURCATE

- please follow these steps to see different wifi bandwidth .1) Go to xfi app 2) click on connect tab 3)click on your network name 4) select see network 5) click on the edit wifi on top right corner of page 6) there you will check the box for using different name for 2.4 and 5.0 bandwidth

- Log in at the Xfinity app (download on the App Store or Google Play). If you already have the Xfinity app, make sure you have updated to the latest version. - At the top of the Overview page, you’ll see your WiFi name(s). - To see your network name and pas sword, select Network, - Select Edit WiFi when using the xFi website, or select the pencil icon when using the Xfinity app to make changes. - Then check mark the box : use different wifi name and pas sword for 2.4 and 5.0 ghz - Then edit you wifi name by mentioning 2.4 and 5.0 at end of wifi name - Select Apply Changes after making any updates


CABLE ISSUE

- I completely understand how important it is to relax watching favorite shows after working time. Let me check what is going on and get this resolved for you for once and all.

Probing questions --
- Is there any error message or code showing on screen?
- What is the exact issue you are facing?
- How long you have been facing this issue? were there any troubleshooting done earlier?
- While waiting, watch many of your favorite TV shows and movies online at no additional cost: Xfinity stream app to watch live TV shows or movies.

- I am now sending refresh signal to your cable box. This will update and boost signal connectivity of your cable box.

- Please confirm serial number of the affected box that will be available at the back panel of the cable box.

- I am going to reset the cable box and it will set the box to factory default settings.

- You may not be able to view your TV guide immediately. It could take up to 30 minutes to reload however you can access your channel line up on Xfinity.com .

- Please make sure you're using coaxial cable connector from outlet to the 'Cable In' port on the video device.. Then, another coaxial cable connector from box to TV.

- To restart the cable box please use the below steps
1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.
2) Wait for 10-15 seconds.

- Please push the “WPS” button on the bottom of the Xi device, then within 2 minutes press the “WPS” button on the top of the Wireless Gateway