Notes

Hi All,



Customers can enjoy all the entertainment they love with the Xfinity Stream app, and start watching in minutes on their Xumo Stream Box from Xfinity



What’s new on Xumo Stream Box?

As of December 7, 2023, the Xfinity Flex 4K streaming TV box will no longer be sold to new customers. Instead, the Xumo Stream Box will now be offered as a streaming solution



Xumo Stream Box is programmed by our Xfinity editorial team to promote the best of Xfinity and streaming content

· Enjoy free streaming channels with the Xfinity Stream app. From action to comedy to reality and more – there’s something for everyone on your Xumo Stream Box

· Plus, if you’re a NOW TV customer easily watch your favorites with the Xfinity Stream app and Peacock Premium – right on your Xumo Stream Box



Top 3 Reasons to get Xumo Stream Box

• 1. Super simple streaming – Plug the Xumo Stream Box into a TV and start watching the Xfinity Stream app in minutes

• 2. Plus, all the top apps – All the top apps are integrated, including Netflix, Disney+, Max, and more. Get 300+ free TV channels with the Xumo Play app. Shows play instantly, and voice search makes it easy to find your favorites.

• 3. Speed – With a user-friendly guide, watching favorite TV shows and movies is just a click or command away



Learn more about the new Xumo Stream Box from Xfinity by visiting Missions, ComcastNow, mySource, and PX labs



General Questions



Q: What is the Xumo Stream Box from Xfinity?

A: Xumo Stream Box is a third-party streaming device that plugs into any TV, so customers can access all the entertainment you love with the Xfinity Stream app



Q: Is the Xumo Stream Box from Xfinity replacing Flex? Will Flex go away?

A: Yes. The XSB is replacing Flex and should be sold as a streaming box offer for all video and internet customers. Flex will officially be sunset in 2024. Stay tuned to mySource for updates.



Equipment, features and capabilities



Q: Can you use DVR service with the Xumo Stream Box?

A: No, at this time the XSB does not offer DVR capability. However, if you’re a NOW TV customer with a XSB, you will have DVR capabilities through the Xfinity Stream App.



Q: What remotes work with the Xumo Stream Box?

A: The Xumo Stream Box will only work with the XSB Remote (XR100) at launch. Additional Xfinity remotes will be added in the future.



Q: Can you fast forward, rewind, and pause live tv with Choice TV and above on the Xumo Stream Box?

A: No, those features are not available at this time on the Xumo Stream Box.



Q: Can customers opt in for a Pro Install?

A: Yes, this is based on Division policy and could vary by market. The pro install of the Xumo Stream Box will encounter a Professional Installation Fee when it is available.



Customer impact and pricing



Q: How much is a Xumo Stream Box?

A: If a customer does not qualify for a waived activation fee, the first box will cost $15 and each box after (max 3) will cost $5/ mo



Q: Can the Streaming Activation Device be waived?

A: Yes, there are cases where this fee is automatically waived such as when a customer purchases NOW TV. Please refer to your divisional Streaming Activation Fee resource for more information.



Q: Does a Flex customer need to swap their Flex box to experience the new Xumo Stream Box interface?

A: Yes, even though Flex and Xumo Stream Box use the XiOne, you must swap the Flex box for a new Xumo Stream Box to experience the newest features.



Q: Can a customer have a Flex box and a Xumo Stream Box on their account?

A: No, a customer cannot have Flex and XSB on their account. They must have one or the other. If a customer needs a new box, wants an additional box, or simply wants to switch to the Xumo interface, they must swap all their equipment to an XSB(s).



Q: Can agents identify customers with more than one Flex box in their home?

A: Yes, any video equipment the customer has would show in ACSR or E/R 360 under equipment/devices



Q: When an existing customer transfers their services, will they have to switch to Xumo?

A: Customers who move out of their market (SYS PRIN) and make changes to their services will need to swap from Flex to Xumo. All other transfers can keep their Flex box(es) when they move.



Q: Can a customer swap their Flex box for an Xumo Stream Box in a retail store?

A: Yes, a CSG job aid is live on mySource.



Q: Where can customers view premium add-ons with a Xumo Stream Box (Showtime, MGM+ etc/)?

A: Customers can view premium add-ons through the Xfinity stream app.



Upgrades and downgrades



Q: If an existing NOW TV customer who utilizes a Flex box downgrades, will they need to switch to a Xumo Stream Box?

A: No. NOW TV does not require any equipment.



Q: If a Xumo customer upgrades to X1, will they need to swap out their box?

A: Yes, any cable package upgrade will require a box swap to X1



Q: What upsell capabilities will exist on a XSB?

A: Customers will be able to purchase NOW TV via their XSB, similar to how they would on a Flex Box. Additionally, customers will have the ability to purchase select streaming apps such as Peacock, Paramount+, etc.



Other



Q: How will representatives be compensated for the XSB?

A: Your manager will discuss and share how you will be compensated.



Q: Will retail XSBs in stock or will it only be part of a GSK? Will XSBs be available on trucks?

A: XSBs will be available online, in retail stores, and on trucks.



Q: How will “mixed homes” be restricted in the biller when it comes to replacing a Flex box with a new Xumo box if there are other Flex boxes in the home?

A: Flex codes won’t be available. Agents will have to add Xumo and there’s an automated way to force a swap of the existing Flex box when you add those codes