Notes

1] Opening


- 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. Kindly tell me more about your concern and let's start working on it.

- 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?
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2] Hold



- 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.

- Allow me 2-3 minute to review your previous conversation so that you will not have to repeat yourself and this will be taken care as soon as possible. Your patience is appreciated here.
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3] Toggle
Data usage number 18778076581


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


- I genuinely understand this is inconvenience for you. Be rest assured, I am here to sort all the things for you. Let work together to find the solution. l'll will do my best to bring a smile to your face by the end of our chat.

- I completely understand your part, I will surely help you with this. Please be rest assured and let me take the complete ownership of the concern you have and so I can help you with the best possible resolution.

- I genuinely understand your concern, when the internet isn't functioning as it should. I've personally experienced similar issues in the past, so I can appreciate the inconvenience it's causing you. Rest assured, we'll work together to find a swift and effective solution. l will do my best to bring a smile to your face by the end of our chat.

- I can completely understand, unexpected bills are always disappointing. Thank you for highlighting this issue to us' will quickly check the details and help you right away with the correct bill details.

- I can completely understand you for reaching out to inquire about your packages and billing information. I understand the importance of clarity in these matters. Rest assured, I am actively working to provide you with a detailed overview.

- Being a customer myself, I can genuinely understand we always like to opt for budget friendly things and unexpected bills are always disappointing. Let me quickly check if there is any lower price plan available which meets your package requirement.

- I completely understand how inconvenient it will be when your cable isn't working.I'm here to help. Let's work together to identify and resolve the issue so you can enjoy uninterrupted service. l will do my best to bring a smile to your face by the end of our chat.

- I completely understand your part, I will surely help you with this, I will definitely help you to arrange a technician visit at your premises. Please be rest assured.

- I completely understand your part, I will surely help you with this, I will definitely help you to cancel the technician appointment. Please be rest assured.

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5] Assurance



- You have me , please feel confident that I will surely get this sorted for you in all possible ways.

- For sure, I'm here to help you, and be rest assured I'll make sure that your concern is addressed properly over this chat.

- I can completely understand that, being a customer all we want is a good and quick customer service and if company failed to deliver a good service than we all feel disappointed at certain point of time and it's completely fine. :)

- You will not need to worry you are in safer hands I will try my best to fix this issue In order to bring smile on your face :)

- You are part of our Xfinity family, I will take care of everything for you , I just want you to relax and grab a cup of coffee, As this issue is on us and I will try my best to bring back your smile.

- I can only imagine what you have gone through right now with your service in order to restore, Nothing to worry I'm here to help you,and I'll be glad to assist you with to get this resolve. Thank you for bringing this to our attention,We will definitely review your account to make sure you're getting the best service.

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6] Apology


- Its my duty to make you feel comfortable and give you a most beautiful customer service. Most genuine applogy for the inconvenience caused to you. I'm extremely sorry

- I really apologize for all past bad experience. This is not the experience we want to deliver. Please allow me once to overturn the situation. I will try my best to resolve this and leave a smile on your face by the end of this chat.

- I also wanted to say sorry for using more of your time resolving the issue I hope you give me lots of your patience and understanding. I've been a customer like you as well so I can relate myself whatever you feel now.

- I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.

- I really apologize for the inconvenience, you've gone through. I can totally understand your part, I will try my best to resolve this, I've been a customer like you as well so I can relate myself whatever you feel now.

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7] Verification & Authentication



- Please let me know your first name and last name. This information will ensure personalized and efficient assistance :).

- To assist you efficiently, Kindly please let me know your first name and last name, along with complete service address, including the zip code. This information will enable to me quickly pull up your account details.

- To enhance the authentication process, please provide your Xfinity account number, you can locate your account number on the top right corner of your bills. This will help expedite the assistance you need. Additionally,You can conveniently find this information through the Xfinity app, which is available for download on the Google Play Store or the App Store. Simply log in using your Xfinity user ID and password.

- To enhance the authentication process, Please help me with your last 4 digit number social security number(SSN).

- To enhance the authentication process, Please help me with your last 4 digit number Store payment method.

- Authentication process is necessary to protect your account from unauthorized access and fraudulent activities.Xfinity takes all the necessary steps to ensure the safety of it's customers. I hope you understand this and expecting your cooperation here.

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8] Appreciation.


- I noticed while authenticating your account that you've been with us for the last .... years. I'd like to say thank you for your loyalty,We appreciate your business and loyalty with us for being our customer and for choosing Xfinity. We really could not be doing this without you.

- You're a wonderful customer. Customer understanding make this place delight to work over here. Thank you so much for being so patience and supportive ❤️❤️

- I would like to tell you is that, every person, carries a sort of energy with them, and you carry a nice breeze of positive energy with you, It feels good to talk to you and I really appreciate that!!❤️

- It is delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful !!❤️

- I must be the one to say thank you as your facing the issue and being so understanding and patient and also giving your valuable time I really appreciate your patience and efforts. I am glad to have an amazing customer like you on the chat.❤️

- Cheers to our team work It was delightful experience to have such an amazing customer like you on chat. Thank you for the opportunity and patience and being a wonderful !!❤️

- Thank you for being a loyal customer with Xfinity. I appreciate your business with Xfinity and value you as a customer.

- I really appreciate your impeccable patience and co-operation while I was working on your concern/issue, rarely I get such a patient customer on the chat. I must add that you were the best customer I have chatted today who was willing to co-operate in order to resolve the issue.

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

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

- Thank you so much. It really means a lot to me and motivates me to work with more dedication. I appreciate your patience and efforts over the chat

- I appreciate all your working before coming on chat to fix the problem from your end. Now let me take care of this for you.Till then you can relax and grab a cup of coffee.

- I appreciate your patience. We are almost close to the conclusion. Please stay connected for some more time.

- I must say you are the best person I chatted today who really understand and willing to co-operate with us.

- Thank you for being an awesome customer throughout the chat. We appreciate your business. Thank you for choosing Xfinity.

- Hope our interaction will improve your experience with Xfinity. We at Comcast work continuously towards making your journey better and happier.

- If someone is to be thankful, then it's you for your kindness and being co-operative over the chat. You were wonderful with your support and understanding while resolving this together. I am glad that I got an opportunity to assist you.

- I would like to tell you is that, every person, carries a sort of energy with them, and you carry a nice breeze of positive energy with you, It feels good to talk to you and I really appreciate that!!❤️

- I appreciate your efforts for trying the steps along with me. Your hard work and support is highly appreciated.
Thank you so so much.

- you're a wonderful customer. Customer understanding make this place delight to work over here. Thank you so much for being so patience and supportive

- Thank you for being so amazing and patient with me, probably the best customer I had today. It was really very nice chatting with you.

- I am delighted to help you. Also, I must admit that you've been the most polite and patient customer I've ever deal with in many days now. It's a pleasure to chat with customer like you. You've shown all most cooperation and it is heartwarming. 

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9] Repo



- Hello , glad to have you on chat hope you are doing well :).

- Meantime, how is your day going so fare?

- Meantime, How was your Weekend?

- Meantime, Do you have any weekend plans ?

- My day is off to a great start as I begin my shift, and it's even better now that I have the pleasure of chatting with wonderful customers like you.

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

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

- It was fantastic! I tried out a new restaurant, caught up on my favorite Tv series, and even had great time with my family.

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10] Soak



- 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.

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11] Self help



- You can also access your plans and billing details conveniently through the Xfinity app, available for download on Google play store or the app store. Simply log in with your Xfinity user ID and password to manage your account seamlessly.

- You can also do some basic troublushooting steps, the best way to troubleshoot is with the Xfinity app. Log in to the Xfinity app, select the WiFi tab, select the specific device having issues, scroll down and select Troubleshoot Device. Follow the prompts to determine what the problem may be and how to fix it.

- You can also do basic troublrshooting by following steps available on : https://www.xfinity.com/support/internet/#troubleshooting

- (In case of wifi / account password reset)
You can download the Xfinity My Account app and You can reset your Xfinity WiFi password by visiting xfinity.com/password. If you have forgotten your Xfinity ID, you can check it by visiting xfinity.com/username. If you have a verified email or mobile phone number, that’s your Xfinity ID.

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12] Baxa

- ( if cx has internet issue)

While waiting I wanted to share that Xfinity provides access to use your internet wherever you go and Share photos, book travel, and watch videos at super-fast speeds through millions of hotspots nationwide. Please check at https://www.xfinity.com/support/articles/about-xfinity-wifi-internet.


- (if cx has cable issue)

While waiting I wanted to share that 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. Please visit : https://www.xfinity.com/stream/ to enjoy Xfinity Stream
or you can also download Xfinity Stream app from Apple App Store or Google Play.


- (if cx has voice issue)

The Xfinity Connect website allows you to stay connected and get the best out of their Xfinity Internet and Xfinity Voice service at home and on the go. Enjoy access to email, unlimited talk and text, Caller ID across multiple screens and Voicemail.
The Xfinity Connect website is a free, that gives you control over your Xfinity Voice and email services on your Apple and Android devices (smartphones, tablets, etc.).


- 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 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 will be able to stream more than 10,000 free movies. Also, access their music choices, like Pandora, iHeartRadio and Amazon Music.

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13] Internet troubleshooting.


- Since when you experiencing the issue & have you performed any troubleshooting step?

- Are you facing this issue on all the devices or only one device?

- Are you facing this issue on Wired connection or Wireless or Both?

- Please tell me the power light status on your modem. Is it on/off/flashing?

- You can also do basic troublrshooting by following steps available on : https://www.xfinity.com/support/internet/#troubleshooting

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

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

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

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

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

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

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

- Can you provide the CM-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.

- 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 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.

- I have sent the signals to synchronize your modem and it will take 5 min now and after that I will run a health check on your modem to make sure it is working fine now.

- I have completed troubleshooting form my end, 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...

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Cable troubleshooting.

- Since when you experiencing the issue & have you performed any troubleshooting step?

- Do you get any error code or error message on the TV screen?

- Are you facing this issue on one TV box or all the TV boxes?

- I request you to please let me know the serial number of the cable box, you will get the serial number on the back side or bottom of the box.

- 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 device.

- 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.

- I have sent the signals to synchronize your device and it will take 5 min now and after that I will run a health check on your modem to make sure it is working fine now.

- I have completed troubleshooting form my end, 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...


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14] Technician

- We have done all the possible troubleshooting steps from our end and this looks like a physical wiring issue outside and a physical visit is required to check all the wirings outside and inside and also if the fault is with the equipment's for the permanent fix and for stable and reliable connectivity and services. Would you like me to proceed with scheduling the technician visit for you?

- 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?

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

- Thank you. I am checking the earliest available tech visit for you. Please stay connected.

- We have a technician available on .. between to Is this fine with you? . These are the earliest time slots that I could get for you as all the slots earlier than these are completely occupied.

- There is a good news for you as I have successfully scheduled the technician visit at your place and this is the order number for your reference:

- Let's discuss some precautionary measures for you, If you are not available for the technician visit then anyone can be there who speaks English and is above 18 years. They just need to have a copy of ID proof and a letter from you authorizing the person to be there on behalf of you.

- No charges will be applied for any issues identified at Xfinity end or equipment rented out by Xfinity. But if there will be any fault from your side, you'll have to pay $100 or any other additional charges will applied he will inform you.

- As of know you can schedule the technician, If you wish to change or cancel your service appointment, go to Xfinity app and click the 'My Account header near the top of the page. You will also get an email with all the details of appointment scheduled.

- Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple app store or Google Play store.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select "add to calendar" to have a reminder added to your device's calendar.
5) if you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.

- If your waitlist appointment spot becomes available, we'll text you the day before at the latest to notify you; you will have 30 minutes to accept this new appointment spot by replying Y. If your waitlist spot does not become available, or you do not accept the waitlist spot, we will keep your original appointment for.

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