Notes

Xfinity Rewards is a customer appreciation program with a mix of special perks and unique experiences as a way to thank Xfinity customers.

Rewards are waiting for eligible customers from the day they join, and the rewards keep on coming. The longer customers are with Xfinity, the more rewards they’ll get, and Xfinity Rewards is free and easy to use.

To join, eligible customers must go online to xfinity.com/rewards.


Benefits
Depending on how long a customer has been with Xfinity, they’ll be eligible for rewards, such as:

Movie nights.
Early access to games.
Xfinity product discounts.
Family activities.
Sweepstakes.
Tickets.
Gift cards.
Etc.

The rewards will be refreshed regularly. For more information on the rewards available this month, see Xfinity Rewards monthly highlights.




Availability details
Xfinity Rewards is available to eligible customers nationally. The Xfinity Rewards tiers are based on the customer’s years of service:

Xfinity Rewards tier Years included
Silver Year zero and up to two
Gold Years two and up to seven
Platinum Years seven and up to 14
Diamond Years 14+

If customers re-enroll into the program within 90 days of ending their services, or if they move their residence and re-enroll within 90 days of their move date, their tenure status at the time of ending their services or move date will be reinstated.



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Positioning
To join, eligible customers must go online to xfinity.com/rewards.

Back to Top
Eligibility
Primary users only (non-Secondary)
Must be 18 years of age or older
Have at least one of the following Xfinity services:
TV
Voice
Internet
Includes Internet Essentials customers.
Home
Xfinity Mobile only
The customer must have had core services at time of enrollment
Xfinity ID created for logging into their account


Internet Essentials
Internet Essentials customers are eligible for Xfinity Rewards.


Ineligible accounts
Types of accounts that are not eligible for Xfinity Rewards include:

Commercial or business.
Bulk.
Note: Customers who only receive their Xfinity services through bulk or similar accounts, agreements, or arrangements through which services are paid by a third party are not eligible to participate in the Xfinity Rewards program.
Customers can only be eligible if they have established individually-billed accounts by adding either TV, Internet, Voice, or Home and are purchasing required service(s) under that account.
Service upgrades like adding additional TV packages or internet speeds don’t qualify.
Prepaid.
Xfinity On Campus.
Xfinity Promoter Experience (XPE) — formerly Courtesy Services.
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XFINITY APP OVERVIEW

The Xfinity app is the destination for Xfinity customers to manage their accounts and get the most from their service.

Xfinity Internet customers can begin using the Xfinity app when they sign-up for service. The pre-activation experience allows users to:

Track their order.
Sign up for Xfinity Rewards.
Learn about Xfinity hotspots.
Get started with Xfinity Stream.
Set up multi-factor authentication.
Activate equipment.

Once their internet service is active, the Xfinity app has everything they need to improve their home network with tools like the internet speed test, troubleshooting with the Xfinity Assistant and 24/7 real-time support.



When paired with the xFi Gateway, the Xfinity app also gives xFi customers access to the exclusive features they know and love:

The ability to see and be alerted to who’s connected.
Pause devices.
Set parental controls for safe browsing.
Protect their network from cyber threats with Advanced Security.
Enjoy account management and smart home integration straight from the app.

Xfinity TV/Voice only customers and internet customers who lease an Xfinity Wireless Gateway (XB2) or Xfinity xFi Gateway (XB3 and higher) with Bridge Mode enabled have access to a version of the app with limited features to manage account and access resources and support.

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At this time, the Xfinity app offers Xfinity TV, Xfinity Voice, Xfinity Mobile, and Xfinity Internet users (including users who have enabled Bridge Mode on their gateway) access to account mangement and resources and support.


Account management
With account mangement, users can:

Manage billing and make payments.
Manage identity and view account details.
Manage chosen name and pronouns.
Manage account security and update passwords.
Manage scheduled appointments and find Xfinity Retail Store locations in specific areas.
Manage plans, see the Internet Usage Meter, and access offers to make changes.
View all lines of business subscribed to, as well as plan details.
View details about Xfinity Mobile bills, including:
Balance.
Billing cycle statement.
Automatic payments information.
Transaction history.
Ways to make or schedule a payment.
Access links to troubleshoot common issues.

Resources and support
Resources and support provides users with ways to:

Learn about Comcast’s privacy policies.
View our disclosures on “Do Not Sell My Info.”
Submit feedback on the Xfinity app.
Explore Help and Support forums.
Chat with Xfinity Assistant.

See below for more specifics on what the Xfinity app offers customers, depending on their service




eQUIPMENT REQUIREMENT



Apple
Apple smartphones with iOS 14 or above. While the app can run on iPads in compatibility mode (the app will remain the size it appears on the iPhone), there is no iPad-specific version of the Xfinity app at this time.


Android
Android devices running Android 7.1 or higher with a pixel density of HDPI (high) and XHDPI (extra high). On devices with larger screens, MPDI (medium) pixel density is also supported.



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ELIGIBILITY

All Xfinity customers (excludes Prepaid Internet).

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IN home network management features


Xfinity Internet customers with owned modems or non-xFi gateways
Customers can:

View the online or offline status of a modem.
Restart the modem.
Run a speed test.
View Xfinity video devices on an account.
Troubleshoot Xfinity video devices and check on service-impacting outages.
Find nearby hotspots with the interactive map.

Notes:

Due to a timeout issue, some devices might show Device Status: Unknown.
Swiping down to refresh the app might help fix the unknown status.
Non-xFi gateways with Bridge Mode enabled won’t have access to in-home network management features.

Xfinity Internet customers with xFi Gateways
Activate an xFi Gateway or WiFi Boost Pods.
View and customize wireless gateway settings, including:
Network settings.
WiFi network name (SSID).
WiFi network key (password).
Parental Controls.
The public Xfinity WiFi hotspot setting (turn it on or off).
Restart the xFi Gateway.
Enable or disable Advanced Security.
Run speed tests.
View network activity notifications.
Add and control Smart Home Devices such as lights and thermostats.
View devices connected to your WiFi network.
Pause or Unpause profiles or devices connected to your WiFi network.
Create/Manage xFi profiles.
24/7 Video Recording and live camera feeds.
Two-way audio for compatible Xfinity Cameras and Xfinity Video Doorbell.
Link and control Works with Xfinity devices (Xfinity Home or Self Protection required).
Locate Xfinity WiFi hotspots by address or by using interactive map.

Note: Non-xFi Gateways with Bridge Mode enabled won’t have access to in-home network management features.



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Xumo Stream Box product overview

Xumo Stream Box is now available for Xfinity Internet customers! Xumo Stream Box is the newest streaming device from Xfinity that brings together the best of live TV and streaming into one seamless experience.

Notes:

Xumo Stream Box will replace Xfinity Flex as a streaming box for all new Xfinity Internet customers.
Xfinity Flex will no longer be available for new Xfinity customers; however, existing Flex customers can continue using their Flex boxes unless they return their box for technical difficulties or want to add an additional box to their home.


ELIGIBILITY

Customers are eligible for Xumo Stream Box if they have Xfinity Internet or Internet Essentials (excludes Prepaid Internet), with or without Xfinity Voice, Xfinity Home, or Xfinity Mobile services. Existing Xfinity TV customers are not eligible.

Existing Xfinity TV customers are not eligible unless they downgrade their service. Follow these order entry steps if a customer would like to downgrade from Xfinity TV to Xumo Stream Box.

Xfinity TV product comparison

Feature Xumo Stream Box Xfinity Flex NOW TV Choice TV with Xfinity Flex Xfinity X1
Live broadcast channels (ABC, CBS, FOX, NBC) ✓ ✓
Live cable channels ✓ ✓ ✓
Xfinity On Demand content ✓ ✓ ✓ ✓ ✓
TV Box or streaming TV Box ✓ ✓
✓

Note: Flex streaming TV Box is optional for NOW TV.

✓ ✓
Xfinity pay per view (PPV) content ✓
4K UHD content 4K available within select streaming apps 4K available within select streaming apps
✓

Note: 4K UHD content is only available with a Flex streaming TV Box for NOW TV.

4K available within select streaming apps ✓
Access to streaming apps

Note: Some streaming apps require a subscription.

✓ ✓ ✓ ✓ ✓
Xfinity Voice Remote
✓

(XR100)

✓
✓

Note: Xfinity Voice Remote is only available with a Flex streaming TV Box for NOW TV.

✓ ✓
DVR service
✓

20 hours of cloud DVR

✓

20 hours of cloud DVR

✓

DVR storage amount varies by package. Learn more.

Peacock Peacock Premium and Premium Plus subscription available Peacock Premium and Premium Plus subscription available Peacock Premium included at no extra cost Peacock Premium and Premium Plus subscription available Peacock Premium and Premium Plus subscription available
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xfinity wifi hotspots overview

Xfinity has millions of WiFi hotspots throughout our service area to make sure you’re always connected. These hotspots give you fast, convenient WiFi and are free to Xfinity Mobile customers and eligible* Xfinity Internet and Comcast Business Internet customers.

Hotspot usage doesn’t count against the monthly data usage allowance for Xfinity Internet customers.

Learn how to find and use our Xfinity WiFi hotspots below.


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NAME

CONCERN(ELABORATE)

EMATHIZE, CORELATE, ASSURANCE

HOLD: May I place call on hold for 2 mins while I am working/reviewing/ fetching Information on your account.

APPRICIATION; Time, patience, being a loyal customer/ for showing interest in xfinity / xfinity rewards

RESOLUTION

SUMMARIZE

POWERWORDS: WOW, GREAT, WONDERFUL, AMAZING, FANTASTIC, BINGO, AWESOME







Empathy and Correlation Statements:

• I completely understand your concern. I surely will try my best to get this sorted over the chat.
• 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 chat.
• 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 nest possible resolution on chat.
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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 chat.
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Make it Effortless:
• Self help
• Correct ITG followed
• Easy and layman language(no technical terms) used on chat
• 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.


WHY CUSTOMER NEEDS INTERNET

A. the customer has recently moved and looking to setup an internet service
WHAT TO DO
STEP 1 Discover their need

B. the customer loves tech and always picks up the latest connected devices

C. customer describes them as a gamer and has their own equipment

D. customer streams their content and has their own equipment
WHAT TO DO
help the customer determine xFi is the best fit for him

ASK THE RIGHT QUESTION TO DICOVER THE NEEDS OF THE CUSTOMER

1 How often do you find DEAD ZONEs in your home?
2 How often you do work from home?
3 How often is everyone in your home at the same time?
4.What are your favorite streaming services/app?
5. What is most important to you when it comes to online security?
6.What is your current entertainment provider?


FOLLOW UP QUESTIONS

1.What additional features or services do you wish your current internet provider could offer?
2.what issues keep occurring in your current internet experience that you wish you could change
3. Do you have any streaming devices or gaming consoles?
4.Do you ever experience internet connectivity issues/lag?
5. Does the quality of your internet connection ever prevent you from getting your work done?
6.If there was one thing you could change about your current internet, what would it be?



TRANSITION FROM ONE XFINITY PRODUCT TO xFi

1. From xfinity entertainment X1

Transition to xFi by mentioning their internet impact on entertainment
a) You can get the most out X1 experience by upgrading to xFi. They are so integrated that if you ever forgot your xFi password then yourX1 box will tell you!
b) What type of router do you have? Has your router ever interrupted your entertainment? You might consider upgrading to xFi- the reliable xFi gateway comes with proactive upgrades and 24/7 customer service.
c)It sounds like your family uses a couple of other devices to stream, too. With xFi and xfinity app you can enjoy ultimate control of your home network without even pausing your show.

2. From xfinity mobiles
FOR XFINITY MOBILE CUSTOMERS
-Transitioning to xFi by mentioning device security at home
We can help keep your device secure, too. advance security helps protect your devices and it is included with xfi- so "IF IT'S CONNECTED IT'S PROTECTED"
-Transition to xFi complete by mentioning device security on the go
Only xfinity helps keep your device safe and secure from cyberthreats at home and anywhere you go with Advance security on the go.



WHAT IF CUSTOMER HAVE OTHER SERVICE OD DO NOT WANT XFINITY INTERNET?
Find out if the customer is satisfied with the current internet service or what they would improve about their current internet service?
Highlight the benefits of xfinity internet, xFi, xFi complete



SENARIO
1.MOVING TO A NEW HOUSE
Congratulations on the move! how has your experience so far with the xFi




POWER CABLE
CO AXIAL CABLE (FASTEN/UNFASTEN)






Notes
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Features/Benefits Description
Flexibility Mix shared and unlimited data across your account to create
the best plan for everyone
Always connected The unmatched speed of 5G, included at no additional cost, the
best 4G LTE and millions of secure WiFi Hotspots – all in one
powerful network
One-time line set up fee The $10 one-time line setup fee is one of the lowest in the
industry. Current Xfinity Mobile customers will not incur this fee
unless they add new lines to their existing plans of either Unlimited or By the Gig data
Freedom to switch data
options at any time
The Xfinity Mobile app makes it easy to switch lines from
shared By the Gig data to unlimited at any time during the
billing cycle to help you save
The more you add, the more
you save
Customers get the best value when they add multiple lines of
Unlimited, with prices lower than Verizon, AT&T, and T-Mobile
on their first 3 lines
Data your way Switch between Unlimited and By the Gig anytime on the
Xfinity Mobile app so you only pay for what you need and
create the best plan for everyone
Bring your own device Keep your phone, upgrade your network—now available in
Xfinity Retail locations, SCOE and


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Xfinity Internet

Service

Price

Connect $66

Connect More $86

Fast $96

Superfast

$106

Gigabit Internet

$116

Gigabit Extra

$126

Gigabit x3

$299.95



Xfinity TV
Core services
Service

Price

Choice TV

$30

Popular TV

$70

Ultimate TV

$90

Genre packs/Add-ons
Service

Core service required

Price

Sports & News

Choice TV

$30

More Sports & Entertainment

Popular TV or Ultimate TV

$9.95

Kids & Family

Choice TV

$10

Entertainment

Choice TV

$17

Latino

Choice TV

$10

Deportes

Your customer can't subscribe to both Latino and Deportes. Deportes is a part of Latino.

Choice TV

$5



Enhancement options (Bolt-ons)
Service

Price

DVR service

$10

Premium DVR

$20

Max HBO

$14.99

Showtime, Cinemax, Hitz or The Movie Channel

$12

Starz

$8.99

MGM+

$5.99

Three premium channels

$32

Four premiums channels

$43

Five premium channels

$54

Xfinity Voice
Service

Price

Xfinity Voice

$30

Additional line with features

$9.95

Carefree Minutes Latin America 300

$9.95

Carefree Minutes World Select 300

$9.95

Xfinity Home
Service

Price

Pro Protection

$55

Pro Protection Plus

$65