Csr-scholar(chat Scripts Reinvented Ver 3.5).xlsx

INDEX UID UID Issue Email issues Slow Speed CHSI Intermittent Connection No internet Wifi Recommended Spiels Important Numbers v2 Important Linksv2 General Information How To v2 Pandora v2 Wifi Set up Steps ITG Doc ID Smart Know How's Port Forwarding 1 Command and OS shortcuts Sales Checklist Sales TSR Spiels(In a separate folder) Data usage Data usage Outage Outage Spiels Support Centre Spiels with Keywords SC Keywords

Version

Ver 1

Ver 2

Ver 3 Ver 3.1 Ver 3 Ver 3.1

New Additions

chcc_id Usage Title

Callback Pilot Phone Number

Details In case we get disconnected, can I have your preferred contact number to call you and continue assisting you? This will prevent you from having to repeat any information.

492111

Disconnect Avoidance

I'm sorry to hear that. We would love to keep you as a customer. Is there a particular reason you want to disconnect?

492126

SIK Didn't Work

492131 GS

Work Together to Fix Issue

492164 GS

Request Earlier Appointment

492666 GS

492220

Auto Greeting

492342

Sorry Fee Not Disclosed

492303 GS

Right Size Reassurance

492304 TBU

PW Reset Reassurance

492278 TBU

Internet Issue Reassurance

492279

Cable Issue Reassurance

492280 TBU

Phone Issue Reassurance

492296 TBU

Move Order Reassurance

492301

Review Charge Reassurance

492084

Activate This Box

492085

Note Account

491985

Comcast Uses For Email

Typ e Path

msg 1 Chat Flow/1 Callback Pilot 1 Chat Flow/A. Acknowledge with Empathy msg or Understanding 1 Chat Flow/A. I'm sorry the self-install kit didn't work out for you. Would you like to try it together Acknowledge with Empathy while we're on this chat? msg or Understanding 1 Chat Flow/A. Acknowledge with Empathy Let's work together to get this issue fixed for you. msg or Understanding 1 Chat Flow/A. Acknowledge with Empathy Let me see if we have any earlier times available. msg or Understanding 1 Chat Flow/A. Hi (CUSTOMER NAME) - this is (AGENT NAME) with Comcast Live Chat support. How Acknowledge with Empathy can I assist you? msg or Understanding 1 Chat Flow/A. Acknowledge with Empathy I'm sorry this fee wasn't disclosed to you. msg or Understanding 1 Chat Flow/B. Take Let's take a look at your account and find something that fits your needs. msg Ownership 1 Chat Flow/B. Take I'd be happy to help you reset your account password. msg Ownership 1 Chat Flow/B. Take I'd be happy to help you with your internet issue. msg Ownership 1 Chat Flow/B. Take I'd be happy to help you with your cable issue. msg Ownership 1 Chat Flow/B. Take I'd be happy to help you with your phone issue. msg Ownership I can help you transfer your services to the new address and I will be glad to look 1 Chat Flow/B. Take into available dates. msg Ownership Let's go over your account charges together, and get some clarification around your 1 Chat Flow/B. Take bill. msg Ownership 1 Chat Flow/B. Take Let's get your equipment activated together. msg Ownership 1 Chat Flow/B. Take I'll update that on your account now. msg Ownership 1 Chat Flow/C. Capture Can you verify your email address for account and informational updates? msg Email Address

Tittle

Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding

Acknowledge with Empathy or Understanding Take Ownership

Sales

Take Ownership

UID password

Take Ownership Take Ownership Take Ownership Take Ownership

Take Ownership Take Ownership Capture Email Address

Account information is only available to the account holder or an authorized user.

Verification/Authorized User

I'm sorry, your name isn't listed on the account as an authorized user.

1 Chat Flow/D. Account Security Verification/Authorized msg User

Verification/Authorized User

Add Authorized User?

Would you like to add an authorized user to your account?

1 Chat Flow/D. Account Security Verification/Authorized msg User

Verification/Authorized User

Need to be Added as Authorized User

1 Chat Flow/D. Account Security Verification/Authorized The account holder has to add your name as an authorized user. Are they available? msg User

Verification/Authorized User

492033

Can't Activate Service, Please Call

I'm sorry, but I can't activate your service without full account verification. You can activate your service by calling 1-800-931-0790.

491879

Different Info on Account

I'm sorry, but the info on your account is different than what you've given me.

491963

Last 4 of SSN

Can you provide the last 4 digits of your Social Security Number for account verification purposes?

Name, Phone #, Last 4 of SSN, PIN

Can you provide your full name, phone number, and PIN or last 4 digits of your SSN for account verification purposes?

491983

Can't Find Account, Request Full Address

I can't seem to find an account with that info. Could you give me the full service address that appears on your online account or bill?

491991

Username

Could you please tell me your username?

492313

Address

Can you provide your address for account verification purposes?

492346

Existing Account?

Do you have an existing account?

No Pre-Chat Info

I apologize, but the information entered on the website was not passed over to me. I'll need to ask you a few questions to get started.

1 Chat Flow/D. Account msg Security Verification/Failure 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info 1 Chat Flow/D. Account Security Verification/Gather msg Info

Can you please provide your 4 digit security PIN? It was given to you after your phone service was installed or that you setup previously on your account.

1 Chat Flow/D. Account Security Verification/Security msg Question and PIN

Verification/Security Question and PIN

Your Security PIN will be mailed to you within 5 business days. Once you receive it, please chat again so we can reset your password.

1 Chat Flow/D. Account Security Verification/Security msg Question and PIN

Verification/Security Question and PIN

You can also verify yourself by answering the secret question that you've created. Your secret question is:

1 Chat Flow/D. Account Security Verification/Security msg Question and PIN

Verification/Security Question and PIN

If you'd like, I can mail your security PIN to the address on your file via USPS.

1 Chat Flow/D. Account Security Verification/Security msg Question and PIN

Verification/Security Question and PIN

It looks like you haven't set up a security question for your account yet, so I'll need to call you on your Comcast phone.

1 Chat Flow/D. Account Security Verification/Security msg Question and PIN

Verification/Security Question and PIN

491962

492046

492008

491960

492350

492300

492205

491958

492042

491952

Privacy Explanation

Name Not Listed on Account

Ask for Security PIN

Mail Security PIN, 5 Business Days

Please Answer Secret Question

Mail Security PIN?

No Security Question Set Up

Service xder

Take Ownership

1 Chat Flow/D. Account Security Verification/Authorized msg User

491987 GS

Tech Visit

Acknowledge with Empathy or Understanding

1 Chat Flow/D. Account msg Security Verification/Failure Verification/Failure

Verification/Failure

Verification/Gather Info

Verification/Gather Info

Verification/Gather Info

Verification/Gather Info

Verification/Gather Info

Verification/Gather Info

Verification/Gather Info

Verfication failure

492263

Inform of Past Due Balance

491953

Modem Offline Status

492036

Confirm Channel is Still Included

491950

Equipment is Comcast Leased

491965

Check Account For Service Features and Notes

491956 TBU

Modem Signal Levels Green

491889 TBU

Checking for Outages

491899 TBU

Resolved Within 24 Hours

491905 TBU

Restored Shortly, Larger Service Interruption

492320

492324

492032

492010

492043

492052 TBU

491917 GS

491929

492264 TBU

492265 TBU

492281

492282

492291 TBU

492236

492044

492027 TBU

491988 TBU

491977 TBU

491993

491990

1 Chat Flow/E. Verify Account Status in the Billing msg System (ACSR or COMTRAC) 1 Chat Flow/F. Review Services in the Billing It looks like your modem is offline. Let's try to figure out what's wrong. msg System (ACSR or COMTRAC) 1 Chat Flow/F. Review Services in the Billing Let me check your account to confirm this channel is still included in your package. msg System (ACSR or COMTRAC) 1 Chat Flow/F. Review Based on the serial number, your account shows that you are leasing your Services in the Billing equipment from Comcast. msg System (ACSR or COMTRAC) 1 Chat Flow/F. Review Services in the Billing Let me go through your account to see if there are any notes related to this issue. msg System (ACSR or COMTRAC) 1 Chat Flow/G. Perform a Your signal is green, so your modem connection is stable. msg Health Check in Einstein Health Check in Einstein 1 Chat Flow/G. Perform a Let me take a minute to see if you're being affected by an outage in your area. msg Health Check in Einstein Health Check in Einstein Our Network Engineers are doing some maintenance work in your area, but it should 1 Chat Flow/G. Perform a be resolved within 24 hours. msg Health Check in Einstein Health Check in Einstein It looks like your issues are being caused by a larger service interruption. I've got our engineers working on the problem and hopefully your service will be restored 1 Chat Flow/G. Perform a shortly. I'm sorry about the inconvenience! msg Health Check in Einstein Health Check in Einstein I also see that there's a $[DOLLAR AMOUNT] past due balance on your account.

HC Outage Outage

Outage

When and how the equipment was returned?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Billing

Can you tell me the billing date? It should be on the upper right corner of you bill.

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Billing

Is this issue affecting all the phones in your home?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV

Is this the first time you're accessing voicemail, or have you set it up before?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV

Is [XXX-XXX-XXXX] the phone number you'd like to transfer?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV

Phone Modem Lights Blinking or Solid?

Are the phone modem lights blinking or solid?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV

Verify MAC Address of Modem Want Provisioned

Can you provide the 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.

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CHSI

Probe to Understand/CHSI

Are you leasing your router from Comcast or did you purchased it on your own?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CHSI

Probe to Understand/CHSI

Are you using a wireless or wired internet connection?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CHSI

Probe to Understand/CHSI

Internet issues

What is the name of the wireless network you're connected to?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CHSI

Probe to Understand/CHSI

Wireless

Are you connected to a router you are leasing from Comcast or to a router you purchased on your own?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CHSI

Probe to Understand/CHSI

Are you using Comcast leased equipment, or your own?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

Have you moved or had your services transferred recently?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

Would you like to suspend all of your Comcast services?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

Do you have a home alarm system?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

Give More Details

Can you give me some more details about your issue?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

General

Troubleshooting Steps Tried Already?

1 Chat Flow/H. Probe to Understand the Issue and How long have you been experiencing this issue? Have you done anything to try and Determine the Root resolve it on your own? msg Cause/General

Probe to Understand/General

General

Is there a surge protector or power strip connected to your device?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General

Probe to Understand/General

General

Are you using a Comcast remote, or a different one?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

Do you see any picture on your TV, or is it a black screen?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

How Was Equipment Returned?

Ask for Billing Date

All Phones Affected?

First Time Accessing Voicemail?

Transfer Phone Number Confirmation

Lease or Own Router?

Trying to Connect Via Wireless?

Wireless Network Name?

Leased or Owned Router?

Leased or Owned Equipment?

Recent Move?

Suspend All or Some of Services?

Do You Have Home Alarm System?

Power Strip?

Comcast Remote?

See Any Picture, Screen All Black?

provisioning

Connection issues

492041

492023 TBU

491882

492275

Does this happen on just one particular channel or on all channels?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

What error message are you seeing?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

Give Me Serial Number of Device

Can you give me the serial number of the affected box? The serial number (also called the "SN") is found on a sticker at the back of or at the bottom of the box. It starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters.

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

Number of Affected Boxes

I see that you have multiple boxes on your account. Are all of your boxes affected, or just one?

1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/Video

All Channels or Some Affected?

What Error Message?

General

492272

UID/PW Reset

492288

Secure Payment Link 1

Please note the following instructions: I will be providing you with a password reset code and a link to enter the code. It's important to note that the code is temporary, 1 Chat Flow/I. Perform All and will expire soon. The link will open a new window, so please return to this chat Necessary Research and window and confirm once your password is reset. msg Troubleshooting/Account 1 Chat Flow/I. Perform All To ensure complete security of your debit card information, I will provide a secure Necessary Research and link for you to submit your card details. msg Troubleshooting/Account

492289

Secure Payment Link 2

This is a one time use secure web page where you can submit your card details. Please click the following link or copy and paste it in your browser to submit your credit card details. https://chat.xfinity.com/Forms/CreditCard?room=d69df761606b-4f00-8205-4972f526a05a Please remember that clicking on the link will utilize the one time web page and can not be reused.

492290

Restored Account

492295

New Address for Move Order

491916

Verify User ID Using to Log In

491935

Online Login Instructions

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account 1 Chat Flow/I. Perform All Your disconnected account has been restored. Please unplug your modem, and then Necessary Research and plug it back in for your services to resume. msg Troubleshooting/Account 1 Chat Flow/I. Perform All Necessary Research and Please provide the full address where the services will be transferred to. msg Troubleshooting/Account 1 Chat Flow/I. Perform All Necessary Research and Can you tell me what username you're using? msg Troubleshooting/Account 1 Chat Flow/I. Perform All To login, please go to www.xfinity.com/account and enter your email username and Necessary Research and password. msg Troubleshooting/Account

491923

Create Comcast Email Address

What would you like your username to be for your Comcast account and email address?

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation

491898

1st Time Activating?

Is this the first time you've activated this device?

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation

491914

Each Device Needs Seperate Provisioning

Each device that you use needs to be provisioned. Do you have any that need to be provisioned?

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation

491892

Send Signal to Start Activation

I'm going to send a signal to your device to start the activation process.

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation

491883

Added Device and Ready For Activation

The device has been added to your account, and now is ready for activation.

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation

492348

Outstanding Balance - Can't Restore

I'm sorry, but I can't restore your services at that address until you pay your outstanding balance.

492323

Billing Cycle Dates

492325

PPV - Movie Viewing Time

492326

PPV - No Credit for Purchase

492327

PPV - Credit for Accidental Purchase

492328

Modem Fee

492330

Proration Explanation

492331

Due Date Can't Change

492333

Will Give Payment Mailing Address

492336

Hold for Current Balance

492318

Unreturned Equipment Charge

492319

Equipment Has Been Returned

492284

Wired Phone Connections

492213

Test Call Ask

492186

Check Status of Phone Number

Troubleshooting/Account

Troubleshooting/Account

Troubleshooting/Account

Troubleshooting/Account

Troubleshooting/Account

Troubleshooting/Account

Troubleshooting/Account

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation Troubleshooting/Activation 1 Chat Flow/I. Perform All Your billing cycle runs from [START DATE] of this month until [STOP DATE] of next Necessary Research and month. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All Necessary Research and I see that the movie you have purchased was viewed for [MINUTES VIEWED]. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All Because of this, the charge for the PPV/VOD is valid and we can't process a credit Necessary Research and request. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All Since the movie was purchased by mistake, and you have an excellent payment Necessary Research and history, I can process a credit request to waive the charge as a one-time courtesy. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All Necessary Research and The fee for renting a Comcast modem is $[XX] per month. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All The prorated amount is calculated by: (# of days of service in the billing cycle) / (# of Necessary Research and days in billing month multiplied by monthly rate for the service) msg Troubleshooting/Billing I understand you want to change your billing due date. Your due date is based on 1 Chat Flow/I. Perform All your installation date and unfortunately can't be changed. I sincerely regret any Necessary Research and inconvenience this may cause you. msg Troubleshooting/Billing I'd be happy to give you the mailing address for your payment, just a moment. 1 Chat Flow/I. Perform All *Remember to note your account number on the check or money order if you don't Necessary Research and have the original payment return slip. Please do not mail cash. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All I will provide your current balance. Please allow me a few minutes to access your Necessary Research and account. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All I see that an unreturned equipment charge of [$XX.XX] was added to your bill for the Necessary Research and equipment that wasn't returned when you disconnected the services. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All I see that your equipment has already been returned. You will not receive any Necessary Research and unreturned equipment charges. msg Troubleshooting/Billing 1 Chat Flow/I. Perform All So your corded phone is now plugged in directly to the TEL1 port on the back of your Necessary Research and modem (below the USB port), right? msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Necessary Research and I'm going to call your phone to make sure it's working. Please give me 2 minutes. msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Necessary Research and Please give me a moment to check the status of your phone number. msg Troubleshooting/CDV

491918

Change VM Password Preference?

491920

VM Test Call, Don't Answer It

491959

Switch Tel 1/2 Port

491969

Reset Cordless Phone1

491971

Reset Cordless Phone2

491972

Reset Cordless Phone3

491966

Modem - Remote Reset

491967

Modem - Power Cycle

1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Let's run a quick test to make sure your unanswered calls are going to voicemail. I'm Necessary Research and going to call you, but please don't answer it. msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Please change the phone connection on the back of your modem from Tel 1 port to Necessary Research and Tel 2 (or vice versa). msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Necessary Research and Follow these steps to reset and refresh the settings of your cordless phone. msg Troubleshooting/CDV 1 Chat Flow/I. Perform All To reset your cordless phone, hang up the handset on the base station and Necessary Research and disconnect the phone base station from the power and wall outlet. msg Troubleshooting/CDV 1 Chat Flow/I. Perform All Then wait about 10 seconds and plug the base station back in to the wall and let it Necessary Research and power on. This should synchronize the handset channel to the base station channel. msg Troubleshooting/CDV 1 Chat Flow/I. Perform All I'll do a remote reset of your modem. Our chat will be briefly disconnected, but we'll Necessary Research and be reconnected in this same window once the connection is restored. msg Troubleshooting/CHSI Next we need to power cycle your modem. Please unplug the power cord to your 1 Chat Flow/I. Perform All modem and leave it unplugged for 20 seconds. Please let me know when you plug it Necessary Research and back in and the lights turn back on. msg Troubleshooting/CHSI

491961

Modem - Hard Reset

We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 5 seconds. You should see the lights on the device turn off and start flashing as it comes back online in 1-3 minutes.

491957

Try Using Another Browser

491921

Power Cycle Modem and Router

491902

Reinstall Mobile Application

492294

Modem - Power Cycle 2

Hmm, it looks like something went wrong at installation. Could you please reinstall the application on your mobile device? I'll wait while you try it. Next we need to power cycle your modem. Please unplug the power cord to your modem and leave it unplugged for 20 seconds. Please let me know when you plug it back in and the lights are on.

Modem Not Supported

I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please go to http://mydeviceinfo.comcast.net to see a list of supported modems.

492380

I can change your voicemail password for you or you can change it by phone or online at xfinity.com. How would you like to reset your password?

Try using another browser, like Firefox or Chrome. This should fix the problem. Next we need to power cycle your modem and router. Please unplug the power cord to both devices for 1 minute. Please let me know when you plug it back in and the lights are on.

msg

msg

msg

msg

msg

msg

492293 Used Chat Disconnect Warning

It does look like your signal strength is lower than normal. Let's schedule a technician to resolve the issue at your house. There's a chance that our chat will get disconnected, but do not close the chat session as it will resume once the connection is restored. Let me know once you're done.

492283 TBU

No Diagnostic Findings

The diagnostic check didn't reveal any issues with your equipment or your account, so let's do some troubleshooting to resolve your issue.

msg

492266 TBU

Diagnostic Check Hold

I'm going to run a diagnostic check on my end. It will take a minute or two.

msg

492292 TBU

Low Signal - Schedule Tech

492155

Tech Pre-Call Missed, Can't Reimburse

491891 TBU

Is the Issue Resolved?

491954 TBU

Explanation For Wiring Issue (Post Troubleshooting)

491955 TBU

Device Isn't Responding to Activation Signal

491936

Check All Cable Connections

491894

Use Remote to View Channels

491895

Use Remote to Change Volume

491896

Use Remote to Power TV

491922

Confirm Input

491912

Swap Broken Remote Control

492287

Power Cycle Cable Box

492305

Access OnDemand

492310 TBU

New Customer Account Setup

492297

Remotely Activate Service

492298

Moving Disconnect Recap

492260

Can't Extend Promo

492262

Promo Ends Services at Retail Rate

msg

msg

1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/CHSI 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/Explain 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/Explain 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/Explain 1 Chat Flow/I. Perform All Necessary Research and Troubleshooting/Explain

I'm really sorry that your issue wasn't fixed on time. Unfortunately, we had to cancel 1 Chat Flow/I. Perform All the appointment because the technician made a pre-call that was not answered. For Necessary Research and that reason I can't make an adjustment for the missed appointment. msg Troubleshooting/Explain 1 Chat Flow/I. Perform All Necessary Research and Is the issue resolved? msg Troubleshooting/Explain 1 Chat Flow/I. Perform All The device or coaxial outlet could be defective, or there could be an issue with the Necessary Research and outside connection to the pole. msg Troubleshooting/Explain 1 Chat Flow/I. Perform All Necessary Research and Your device isn't responding to the activation signals I'm sending it. msg Troubleshooting/Explain 1 Chat Flow/I. Perform All Can you please check all cable connections to and from your cable box and TV? Also Necessary Research and please double check that they are both turned on. msg Troubleshooting/Video 1 Chat Flow/I. Perform All Please use your Comcast remote control to see if you're able to view at least three Necessary Research and clear channels. msg Troubleshooting/Video 1 Chat Flow/I. Perform All Necessary Research and Can you adjust the volume with your Comcast remote? msg Troubleshooting/Video 1 Chat Flow/I. Perform All Necessary Research and Can you turn your TV on/off with your Comcast remote? msg Troubleshooting/Video Make sure your TV is set to the right input source. If your box is connected to the TV 1 Chat Flow/I. Perform All with a coaxial cable, your TV should be set to channel 3 or 4. If it's connected with Necessary Research and HDMI, set it to the HDMI input source. msg Troubleshooting/Video 1 Chat Flow/I. Perform All If your remote is broken, one of our local service centers will replace it with a new Necessary Research and one for free. msg Troubleshooting/Video Next we need to power cycle your box. Please unplug the power cord to your cable 1 Chat Flow/I. Perform All box and leave it unplugged for 20 seconds. Please let me know when you plug it back Necessary Research and in and the lights are on. msg Troubleshooting/Video 1 Chat Flow/I. Perform All Can you please try to access your On Demand service again, and then let me know if Necessary Research and it's working now? msg Troubleshooting/Video Please visit http://www.comcast.com/GetStarted before your install to set up your 1 Chat Flow/J. Set Proper Comcast User ID with your new account number: [ACCOUNT NUMBER] I will also be Expectations With the sending you an email with this same link in it. msg Customer/Account I have verified we can remotely activate the services at your new address. Simply bring your current equipment with you and hook them up to the new outlets. Follow 1 Chat Flow/J. Set Proper the link and easy instructions and you can activate your equipment at www.xfinity. Expectations With the com/activate msg Customer/Account The disconnection date for your services is [DATE] and you don't need to be present. 1 Chat Flow/J. Set Proper Don't forget to bring your cable boxes, modem, all associated wiring, and any Expectations With the remotes you have to your new home. msg Customer/Account I'm sorry but we can't extend that promotion further. Even at the standard rate, 1 Chat Flow/J. Set Proper your services are a great value! We can review your current services to make sure Expectations With the you're getting the best value for your money. msg Customer/Account 1 Chat Flow/J. Set Proper When the extended promotion ends, all your services will be at the standard retail Expectations With the rate. msg Customer/Account

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/CHSI

Troubleshooting/Explain

Tech Visit

Troubleshooting/Explain

Chat disconnect

Troubleshooting/Explain

HC

Troubleshooting/Explain

HC

Troubleshooting/Explain

Troubleshooting/Explain

resolved

Troubleshooting/Explain

wired internet

Troubleshooting/Explain

Expectation setting Customer/Account

Expectation setting Customer/Account

Expectation setting Customer/Account Expectation setting Customer/Account Expectation setting Customer/Account

492191

Clear Out Security Codes

492157

Billing Address Change, Mailings Delayed

1 Chat Flow/J. Set Proper We can clear out the current security code so that you can reset it. Please give me a Expectations With the moment. msg Customer/Account 1 Chat Flow/J. Set Proper I can update your billing address, but anything sent prior to the change will go to Expectations With the your previous address. msg Customer/Billing

Monthly Bill Expectations

"Your monthly recurring charges (excluding taxes) is $[XX.XX] There will be self transfer fee of $[XX], which will be added in your next bill. Your total bill for the first 1 Chat Flow/J. Set Proper month excluding taxes will be $[XX.XX] You'll receive a confirmation email within 24 Expectations With the hours at your email address : [EMAIL ADDRESS]" msg Customer/Billing

492299

Expectation setting Customer/Account

492312

Due Date Extension

492321

End Promo Notice

492322

Give Due Date

492315

Adjustment Applied

492316

No Adjustment

492317

Can't Reverse Payment

492337

Cycle Cut Off Date

492338

Due Date

492339

Unsuccessful Payments

492329

2 Days Reflect Online Billing Info

492335

7-10 Days Reflect Payment

492341

Payment Processing Fee

492369

Non-Local Number

492370

Check Transfer Number

492202

Can't Port Phone #

492189

24 Hours Before Use Phone

I see in your account that I can extend your payment to [DATE]. You will need to pay the full amount of $[DOLLAR AMOUNT] by [DATE]. I am also seeing a delinquent balance of $[DOLLAR AMOUNT] that will need to be paid by [DATE]. Failure to pay 1 Chat Flow/J. Set Proper either of those amounts by their respective due dates will result in your account Expectations With the being disconnected. msg Customer/Billing We want to ensure you're aware of any changes to your services or pricing so there 1 Chat Flow/J. Set Proper are no surprises. The message on your bill is to inform you that the promotion that Expectations With the you're currently receiving is about to end. msg Customer/Billing 1 Chat Flow/J. Set Proper To avoid service interruption, the entire payment of the past due amount must be Expectations With the posted to your account before [DATE] msg Customer/Billing 1 Chat Flow/J. Set Proper The adjustment has been approved and applied to your account. You should see the Expectations With the credit appear on your bill in the next 1 to 2 billing cycles. msg Customer/Billing 1 Chat Flow/J. Set Proper Expectations With the I understand your frustration but we can't apply an adjustment for that reason. msg Customer/Billing 1 Chat Flow/J. Set Proper Unfortunately, I can't reverse the payment in my billing system, but I'll submit a Expectations With the request to our Accounting Dept. to issue you a refund. msg Customer/Billing 1 Chat Flow/J. Set Proper Your cut-off date is: [CUT OFF DATE]. Any changes to your billing information (as well Expectations With the as changes to the package) after the cut-off date will reflect on the next bill. msg Customer/Billing 1 Chat Flow/J. Set Proper The balance on your account is due on [DUE DATE]. A late fee will be assessed on Expectations With the your account if a payment is not made before this date. msg Customer/Billing If an initial payment is unsuccessful, we'll make one more attempt to process the 1 Chat Flow/J. Set Proper payment within 2 business days. If the 2nd attempt is still unsuccessful, a Returned Expectations With the Payment fee will be added to the bill. msg Customer/Billing 1 Chat Flow/J. Set Proper As a new customer, it can take up to two business days for billing info to appear Expectations With the online. msg Customer/Billing 1 Chat Flow/J. Set Proper Expectations With the It'll take about 7-10 business days for your account to show your payment. msg Customer/Billing 1 Chat Flow/J. Set Proper Expectations With the There is a payment processing fee of [$XX.XX]. msg Customer/Billing 1 Chat Flow/J. Set Proper The number you gave me isn't local to your calling area so unfortunately, it can't be Expectations With the transferred. I can set you up with a new number from Comcast, is that OK? msg Customer/CDV 1 Chat Flow/J. Set Proper Who is your previous phone provider? I'll check to see if the number is ready to Expectations With the transfer. msg Customer/CDV 1 Chat Flow/J. Set Proper The number you provided can't be ported. We can continue by providing you a Expectations With the Comcast generated phone number. Will that be OK? msg Customer/CDV 1 Chat Flow/J. Set Proper Once I get your account reactivated, your cable TV and Internet should be available Expectations With the right away, but it may be up to 24 hours before you can use your phone again. msg Customer/CDV

492258 TBU

Contact Number and Time

Can I have a good contact number for you and the best time to reach you?

1 Chat Flow/J. Set Proper Expectations With the msg Customer/Escalation Ticket

Expectation setting Customer/Escalation Ticket

492259 GS

Down Cable Line

I'm so sorry about this. I'm going to make sure it's taken care of right away, so I'll escalate it to the local office. They'll contact you soon and schedule a time for a technician to come out and take care of that cable. Could you just give me a phone number and time of day that's best for them to get in touch?

1 Chat Flow/J. Set Proper Expectations With the msg Customer/Escalation Ticket

Expectation setting Customer/Escalation Ticket

492151

Call or Email Back in 2-4 Hours

They'll continue working on this and call or email you within the next 2-4 hours. Is there a more convenient time for you?

492184 GS

Transfer, Don't Minimize Chat Window

492208 GS

Wait a Few More Minutes?

492371

Promo Not Available

492372

Manually Add Promo

492378

Keep Equipment (Same Market)

1 Chat Flow/J. Set Proper Expectations With the msg Customer/Escalation Ticket 1 Chat Flow/J. Set Proper To make sure we don't lose each other while I transfer you, please don't minimize Expectations With the your chat window, OK? msg Customer/Hold-Transfer 1 Chat Flow/J. Set Proper Expectations With the Thanks for your patience. Could you wait a few more minutes? msg Customer/Hold-Transfer 1 Chat Flow/J. Set Proper I'm sorry, but I checked and the promotion you want isn't available for your account. Expectations With the But I think I have some other options you might like instead. msg Customer/Sales 1 Chat Flow/J. Set Proper I'm sorry, the promotion you want hasn't been added to our ordering system yet so Expectations With the it's going to take me a while longer to manually add it to your order. msg Customer/Sales 1 Chat Flow/J. Set Proper Since you're moving within the same market, you can take your equipment with you Expectations With the to your new home. msg Customer/Sales

492379

Return Equipment (New Market)

492359

Early Termination Fee

OK, since you're moving to a different market, please return your current equipment to the local Comcast office nearest your current address. We'll get you new 1 Chat Flow/J. Set Proper equipment when we install services at your new address. Let me tell you where the Expectations With the nearest service center is. msg Customer/Sales 1 Chat Flow/J. Set Proper Terminating or downgrading any services prior to the completion of the contract will Expectations With the result in an Early Termination fee for the amount of $[XX.XX] msg Customer/Sales

Return Equipment to Service Center Location

The equipment will need to be returned. You can just drop it off at any of our service center locations! I can give you the address of the closest location right now, or you can look it up at http://customer.comcast.com/help-and-support/account/find-acomcast-service-center/ msg

SIK Offer Instead of Tech?

Would you like to be sent a self-installation kit instead of having a technician install your service? It's simple to set up, and you'll save money with the shipping fee instead of the professional install fee.

SIK Review Link

1 Chat Flow/J. Set Proper Expectations With the Here's what is included in a Self-Installation Kit: http://customer.comcast.com/helpCustomer/SIK-RMAand-support/phone/what-is-included-in-an-xfinity-self-install-kit/ msg Shipping

492078

492167

492098

1 Chat Flow/J. Set Proper Expectations With the Customer/SIK-RMAShipping

1 Chat Flow/J. Set Proper Expectations With the Customer/SIK-RMAmsg Shipping

Expectation setting Customer/Escalation Ticket

If you wish to change or cancel your service appointment, go to http://My.Xfinity. com and click the "My Account" header near the top of the page. Once you sign in, you'll select the option "Manage Your Scheduled Appointments" at the right hand side of the page.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492168 Must Tech Call 15 Mins Before Installation

Our technician will call you 15 minutes before installation. If you don't answer the call, the visit may be canceled. Please provide two contact numbers where we can reach you on the installation date.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492169

We notify customers of all technician visits - I'm sorry if you did not receive the notification! Our technicians are working to fix the problem and will restore your service as quickly as possible.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492161 Must Nearest Intersection to Help Tech

To help our technician find your address, please tell me the nearest cross street or intersection.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492163 don’t Done All I Can, Need to Send Tech

Unfortunately we have completed all available remote troubleshooting steps and we'll need to schedule a technician to visit your place to resolve your issue.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492149 Must First Available Appointment is...

The soonest available appointment I have is [DATE AND TIME]. Does that work for you?

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492198 Must Your Appointment is Scheduled For...

Your appointment is confirmed for [DAY and DATE], between [TIME] and your ticket number is #[TICKET NUMBER].

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

492175 GS

Email Confirmation w/ Installation Checklist

1 Chat Flow/J. Set Proper Expectations With the You should get an email that confirms your appointment and a link to the installation Customer/Tech checklist so you're ready when the technician arrives. msg Appointment

There May Be a Charge For Tech Visit-1

1 Chat Flow/J. Set Proper If the technician determines the problem was caused by your Comcast service, the Expectations With the visit will have no charge. However, if the issue was caused by something within your Customer/Tech home there could be a charge. msg Appointment

492108

492177

Manage Service Appointment Link

Failed Outage Notification, Techs Fixing Problem

tech visit expectation setting

tech visit expectation setting

When would you like to schedule the technician?

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

tech visit expectation setting

492165 Must Can't Find Earlier Appointment, Escalate

Thank you for your patience. Unfortunately, I can't find an earlier time. I'll escalate this issue for you to see if an earlier date is possible. May I please have a good callback number and the best time to reach you?

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

tech visit expectation setting

492173

18 Years or Older, Need Adult Signature

This is important: Someone 18 years or older who speaks English has to be there when the tech visits your house. You may or may not receive a call prior to your appointment to confirm your presence at your residence.

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

Be Available For Entire Tech Arrival Window

1 Chat Flow/J. Set Proper Expectations With the We can't guarantee a specific time, only a time window. If you're worried about the Customer/Tech [TIME AM/PM] timeframe, we can find one that works better for you. msg Appointment

Service Protection Plan - No Charge

I see that you have our Service Protection Plan, so there will be no charge for any visits to your home.

492183 GS

492215 GS

492273

When To Schedule The Technician?

492274

Save Chat Transcript

492166

Application to View Account is Updating

492201

System Maintenance, Little Slow

492197

Anyone Can Make Purchases w/o PIN Setup

492277

Guide Load Time

492227

Add Second Line

1 Chat Flow/J. Set Proper Expectations With the Customer/Tech msg Appointment

1 Chat Flow/J. Set Proper At the end of this chat you'll have the option to save this transcript for future Expectations With the reference. I recommend saving it since I'm about to give you important information Customer/Tech about your upcoming technician visit. msg Appointment 1 Chat Flow/J. Set Proper We are currently upgrading our systems, which prevents me from accessing your Expectations With the account. Could you please contact us again in about an hour? msg Customer/Tool Issue 1 Chat Flow/J. Set Proper Expectations With the Sorry, our system is undergoing maintenance right now, and is running a little slow. msg Customer/Tool Issue 1 Chat Flow/J. Set Proper If you don't set up a purchase PIN, anyone using your equipment can rent or buy Expectations With the movies or shows. msg Customer/Video 1 Chat Flow/J. Set Proper It could take up to 30 minutes for the on-screen program guide and Xfinity On Expectations With the Demand to fully load, and up to 6 hours for Caller ID on TV. msg Customer/Video 1 Chat Flow/K. Pitch Would you like to add a second line? You can keep it basic or you can add the same Additional Comcast features you have on your primary line. msg Services/CDV I see that you're not taking advantage of our Xfinity Internet. We offer the fastest and most reliable speeds, and allow you to watch your favorite movies and shows on 1 Chat Flow/K. Pitch your computer, tablet, and mobile device. Would you like to hear more about some Additional Comcast of the great promotions available? msg Services/CHSI The advantage to our higher and more reliable speeds is you'll never be concerned 1 Chat Flow/K. Pitch about buffering when viewing shows or videos on the internet. Are you sure you Additional Comcast wouldn't like to hear more about our bundle offer? msg Services/CHSI 1 Chat Flow/K. Pitch You also need to complete the agreement process at www.comcast. Additional Comcast com/eloa/english/agreement msg Services/General Click on this link for Third Party Verification. http://www.comcast. 1 Chat Flow/K. Pitch com/eloa/English/tpv . You will need to provide me with the confirmation number Additional Comcast you receive. msg Services/General 1 Chat Flow/K. Pitch Please click on the link and accept the contract agreement for the order to be Additional Comcast completed. http://www.comcast.com/eloa/English/agreement msg Services/General

492222

CHSI Upsell

492286

Internet Upsell Rebuttal

492309

New Customer Agreement

492311

Third Party Verification Link

492306

Contract Agreement Link

492302

Home Offer

492000

Upsell Rebuttal

It is a complete home management system that keeps you connected wherever you 1 Chat Flow/K. Pitch are. You can control the alarm, the temperature, and the lighting in your house Additional Comcast without actually being there. Would you consider having this installed at your home? msg Services/Home No problem. We would love to help you maximize your home entertainment 1 Chat Flow/K. Pitch experience, please visit us at Xfinity.com where you can shop and upgrade at your Additional Comcast convenience. msg Services/Rebuttal

492351

30 Day Trial

I completely understand that you want to consider all of your options. Just so you know, with our guarantee you can try our products and services risk-free. If you’re not satisfied and want to cancel service for any reason, you can do so in the first 30 days and get a full refund.

492352

Bundle for Lower Price

492353

Find New Channel Package

Bundling your TV, Internet, and Phone services provides you with the lowest possible price. I am sorry to hear that this channel package no longer works for you. Perhaps I can help you find one that does. What types of shows or programming are you most interested in?

tech visit expectation setting

1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal 1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal 1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal

Expectation setting Customer/Tool Issue Expectation setting Customer/Tool Issue

Pitch Additional Comcast Services/CHSI Pitch Additional Comcast Services/CHSI Pitch Additional Comcast Services/General Pitch Additional Comcast Services/General Pitch Additional Comcast Services/General

Pitch Additional Comcast Services/Home Pitch Additional Comcast Services/Rebuttal

Pitch Additional Comcast Services/Rebuttal Pitch Additional Comcast Services/Rebuttal Pitch Additional Comcast Services/Rebuttal

492354

Keep Account Active

If you keep your subscription active, you can still watch content online or on your mobile device. Would you like to do that?

492355

Chat Back Later

Not a problem. If you decide to add it later, you can chat or call back.

1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal 1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal 1 Chat Flow/K. Pitch Additional Comcast Services/Service Protection msg Plan 1 Chat Flow/K. Pitch Additional Comcast msg Services/Video 1 Chat Flow/K. Pitch Additional Comcast msg Services/Video

Pitch Additional Comcast Services/Rebuttal Pitch Additional Comcast Services/Rebuttal

492009

SPP Offer

492022

Video Offer (Current CHSI)

Would you like to add our Service Protection Plan to your account? It insures all wiring and Comcast equipment in your house and any technician visits will be free. I see that you're not taking advantage of our Xfinity TV. It allows you to watch your favorite movies whenever you want with our Video-on-Demand service. Would you like to hear about some of our great bundle offers?

492229

Vid HD Requirements - 156175

In order to watch HD television, you need an HD box and an HDTV. Would you like to add an HD box to your account?

ELOA - E911 Link

1 Chat Flow/L. Summarize Please follow the instructions at http://www.comcast.com/eloa/English/e911 to and Educate on Self Service make sure everything is ready for your scheduled install. Then click Next to complete Specific to the Customers your order. Let me know if you have any questions! msg Issue/Activation-Install

Summarize and Educate on Self Service Customers Issue/Activation-Install

Service Activation Link

Once all the equipment is in place, follow the easy instructions for activating your services at www.comcast.com/activate

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Activation-Install

Summarize and Educate on Self Service Customers Issue/Activation-Install

SIK FAQ

If you have any questions about your Self-Install Kit, www.comcast.com/selfinstall will be able to answer most of them.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Activation-Install

Summarize and Educate on Self Service Customers Issue/Activation-Install

Inform of AutoPay 2

Sign in with your email address and password, click "Set Up Automatic Payment", and enter your payment information.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Billing

Payment Options

Below are several ways you can pay your bill without a convenience fee: 1) Online through our website at http://www.xfinity.com/bill-pay.html 2) In person at any of our service centers http://customer.xfinity.com/service-center-locations 3) Over the phone with our automated system at 1-800-934-6489 (1-800-XFINITY) 4) On your mobile device with our My Account app msg

International Rates per Minute

For our international rates per minute, please visit http://www.comcast. com/Corporate/shop/InternationalRates.ashx

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/CDV

Customer Phone Faulty

Since you can get dial tone using a corded phone directly from the eMTA, it seems that the problem is with your phone. Your XFINITY Voice service is working fine. You may wish to contact the company that made your phone for troubleshooting help.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/CDV

Customer Security System Faulty

The issue with your alarm service is not related to your XFINITY Voice service. You'll need to contact your security system manufacturer and provider to get this fixed.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/CDV

Customer Computer Faulty

I can confirm that your modem is online and working fine. There seems to be an issue with the setup of your PC that is stopping your access. Please contact the PC manufacturer for further help.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/CHSI

For future reference, your confirmation # is [CONFIRMATION NUMBER]

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers Issue/Confirmationmsg Reference #

Summarize & Educate/ Self Service Customers Issue/Confirmation-Reference #

Thanks For Waiting, Resolution Ticket #

For future reference, your Resolution ticket # is [RESOLUTION #]

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers Issue/Confirmationmsg Reference #

Summarize & Educate/ Self Service Customers Issue/Confirmation-Reference #

Credit For Service Interruption

1 Chat Flow/L. Summarize and Educate on Self Service As soon as your service is back up, please contact us again and we'll credit your Specific to the Customers account for your time without service. Just provide this ticket number for reference: Issue/Confirmation____________ msg Reference #

Summarize & Educate/ Self Service Customers Issue/Confirmation-Reference #

Summarize & Educate/ Self Service Customers Issue/Confirmation-Reference #

492094

492097

492059

492103

492099

492064

492058

491933

492091

492158

492216

492217

492340

492285

492071

492060

492061

492062

Provide Confirmation Number

Pitch Additional Comcast Services/Service Protection Plan

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers Issue/Billing

1-2 Days for Payment to Post

It'll take approximately 1–2 business days for the payment to post on your account. Your confirmation # for the payment is: [CONFIRMATION #]

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers Issue/Confirmationmsg Reference #

Self-Service Link

As a reminder, we have self service help and tutorials at https://customer.xfinity. com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/General

Summarize & Educate/ Self Service Customers Issue/General

Create Secondary User Account_1

If you'd like to create a Secondary User Account, log in to your account at customer. comcast.com, click "Users & Preferences", and then "Create Secondary User".

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Online Services

Summarize & Educate/ Self Service Customers Issue/General/Online Services

Forgot Username?

If you forgot your username, I can help you recover it or you can look it up at https: //login.comcast.net/myaccount/lookup.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Online Services

Summarize & Educate/ Self Service Customers Issue/General/Online Services

Set Up Comcast UID_1 - Email Invitation

1 Chat Flow/L. Summarize and Educate on Self Service You'll see an email shortly inviting you to set up your Comcast User ID. Or you can go Specific to the Customers to www.comcast.com/GetStarted to initiate the process. Either way works! msg Issue/Online Services

Summarize & Educate/ Self Service Customers Issue/General/Online Services

Set Up Comcast UID_2 - Benefits

Once you've created your User ID, you can log in to MyAccount and manage just about whatever you need. For example, you can view the status of your order, set up automatic payments, and schedule text alerts for bill due dates, etc. It's really useful and easy to use.

Summarize & Educate/ Self Service Customers Issue/General/Online Services

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Online Services

492063

491884

Reset Password in Future

1 Chat Flow/L. Summarize To reset your password in the future, just go to https://customer.comcast.com and and Educate on Self Service click on the "Forgot your Password?" link. Then, enter your Comcast User ID, the Specific to the Customers Security Code you'll see on the screen and click Next. msg Issue/Online Services

Summarize & Educate/ Self Service Customers Issue/General/Online Services

Access Account, Online or Mobile Device

Let me tell you about XFINITY Connect. Its Comcast's one-stop shop on the web for keeping in touch with friends and family. Manage your email, voicemail and contacts all from one convenient, powerful and easy-to-use tool. For more information you can visit http://www.xfinity.com/learn/internet/xfinityconnect/ msg

Summarize & Educate/ Self Service Customers Issue/General/Online Services

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers Issue/Online Services

Ticket Created, Reference #

Your service outage has been reported. Your ticket # is [TICKET #].

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Outage

Order Recap/Expectations

Here is the confirmation and recap of your order - [PACKAGE TITLE] at [SERVICE ADDRESS] Comcast Acct #: Order Reference #: Install Date/Time: Monthly Rate: $XX.XX Roll to: $XX.XX after 12 months Regular rate: $XX.XX after 24 months Install Fee: Equipment Charges: Contract Type:

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Sales

Summarize & Educate/ Self Service Customers Issue/General/Sales

Will Recap Order

Before finalizing your order, we'll go over all of the charges, the install process, and equipment delivery to make sure you don't have any questions.

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Sales

Summarize & Educate/ Self Service Customers Issue/General/Sales

Local Channel List link

You can view your local channels at http://www.comcast. com/Customers/Clu/ChannelLineup.ashx

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Video

DVR Manager From Computer

Please check here to find the instructions for setting up your DVR Manager from your computer: http://customer.comcast.com/help-and-support/internet/set-dvrrecordings-from-your-computer/

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Video

492065

Program Remote Control Link

Programming info for your remote control, remote manuals and device programming codes is at www.xfinity.com/remotes

1 Chat Flow/L. Summarize and Educate on Self Service Specific to the Customers msg Issue/Video

491999

Survey

492005

Click End Session, Print or Save Chat

At the end of this chat there is a short survey. I'd appreciate if you took a moment to complete it, so we can continue to improve the service we provide to you. After you click "End Session" to close the chat, you can save or print our chat for your records.

491989

Any Questions?

Do you have any questions?

491974

General Closing

Automated Activation Line

Thank you for choosing Comcast and have a great day! I'm sorry but I can't troubleshoot your issue without additional help. Please contact us at your earliest convenience once you're home and have access to your 1 Chat Flow/N. equipment. msg Chat I'm sorry, but due to your repeated use of offensive language, I must now end our chat. You can find account management and product support information at www. 1 Chat Flow/N. xfinity.com/help msg Chat I'm so sorry, but the fire alarm just went off and I need to leave the building. You can get back on chat later at www.Xfinity.com and I'd be happy to help you, or call 11 Chat Flow/N. 877-424-2027 anytime. msg Chat 1 Chat Flow/N. Is there anything else I can assist you with today? msg Chat I can understand your hesitation. If you change your mind, just chat back with us! 1 Chat Flow/N. We're here for you 24/7. Thank you. msg Chat It appears you've left the chat. Thanks for choosing Comcast and have a great day! If you need more assistance, you can chat with one of our customer support specialists 1 Chat Flow/N. 24/7 at https://www.comcastsupport.com/ChatEntry/ msg Chat/Inactivity 1 Chat Flow/N. I hope we didn't lose each other. Are we still connected? msg Chat/Inactivity We are unable to disconnect services through chat. Please call 1-800-934-6489 (XFINITY) anytime Monday through Saturday 7AM to 9PM ET so that they can 1 Chat Flow/N. complete your request. msg Chat/Refer To activate your services, just call our automated activation line at 1-888-634-4434! Please have either the ID number found on the welcome letter or your account 1 Chat Flow/N. number. msg Chat/Refer

491979

Bulk Account, Help Anything Else?

I see that your cable service is provided by the Owner or Management of your apartment complex. We have a special department to handle these accounts. I'd be happy to provide the phone number of this department, but before that, is there anything else I can help you with?

491982

Local Office

To resolve this issue, please contact our Local Office.

492028

Cancel An X1 PPV Order

492025

Comcast Router Support Team

To cancel an X1 Pay Per View order, you'll need to call 877-896-8678. It looks like the problem may be the router. Just a moment, I'll get you the contact number so you can talk directly to the support team for that device.

492026

XFINITY Signature Support, Wireless Gateway

492011

Business Class Hotline

492171

492357

492358

492092

492090

491970

Not Home to Troubleshoot

492029

Repeated Use of Offensive Language

492024

FIRE DRILL

492314

Additional Issues

492080

Chat Back Invitation

492038

It Appears You Have Left Chat

492003

Confirm You're Still With Me?

491994

491978

Retention, Can't Disconnect Over Chat

To complete your wireless connectivity troubleshooting, we’ll need to contact the XFINITY Signature Support team. To contact an XFINITY Signature Support specialist, please visit www.xfinity.com/signaturesupport/ or call 1-877-443-3596. I'm sorry, but we're only able to assist residential customers via chat. For Business Class accounts, please call 1-800-391-3000. Thanks! I'm very sorry but I can't make that service change to your account. Please call 1800-COMCAST for further assistance. Our expert support staff will be happy to get this done for you!

1 Chat Flow/M. Offer msg Survey Reminder 1 Chat Flow/N. Close the msg Chat 1 Chat Flow/N. Close the msg Chat 1 Chat Flow/N. Close the msg Chat

1 Chat Flow/N. msg Chat/Refer 1 Chat Flow/N. msg Chat/Refer 1 Chat Flow/N. msg Chat/Refer 1 Chat Flow/N. msg Chat/Refer

Couldn't Complete Order

492050

Dedicated Tech Support

492054

Information Will Be Passed On

The info you provided me will also be forwarded to them for reference.

492055 491663 384516 491940 491941

Short Wait Expectations Thank You For Providing That Information Thank You For Waiting Thank You You're Welcome

492218

Negative Feedback

492219

Positive Feedback

We're experiencing a short wait in our [DEPT NAME] department. You might see a message that says I have left the room, but you'll still be connected to the next available [DEPT NAME] agent. Please stay online and connected to the chat, and they'll be with you ASAP. Thanks for the info. Thank you for waiting. Thank you. You're welcome. Thank you for bringing this to our attention. I'll make sure this feedback is given to their supervisor. What was the chat agent's name and the issue you were chatting about? That's great to hear! You can send an email to [email protected] and your appreciation will be recognized. Please mention the agent's name or ID in your email.

Close the Chat

Close the Chat Close the Close the Chat Close the Close the Chat Close the Close the Chat/Inactivity Close the Close the Chat/Inactivity Close the Close the Chat/Refer Close the Close the Chat/Refer

Close the Close the Chat/Refer Close the Close the Chat/Refer Close the Close the Chat/Refer Close the Close the Chat/Refer

1 Chat Flow/N. Close the Chat/Transfer 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude

492356

You can call 1-800-COMCAST to use our automated system or speak to a live agent. msg I'm sorry we couldn't complete your order today. Thank you for contacting us. Please chat back with us if you change your mind. We're available 24/7! msg We have a dedicated technical support team who can help you further. I need to transfer you to them for further assistance. msg

msg

Close the Chat

Close the

msg msg msg msg msg

General Hotline, Automated System

Close the Chat

Close the

msg

General Hotline, Can't Make Change

Close the Chat

Close the Chat

1 Chat Flow/N. Chat/Refer 1 Chat Flow/N. Chat/Refer 1 Chat Flow/N. Chat/Sales 1 Chat Flow/N. Chat/Transfer 1 Chat Flow/N. Chat/Transfer

492047

Offer Survey Reminder

Close the

1 Chat Flow/N. Close the msg Chat/Refer 1 Chat Flow/N. Close the msg Chat/Refer

492015

Summarize & Educate/ Self Service Customers Issue/General/Outage

Close the Chat/Refer Close the Chat/Refer

Close the Close the Chat/Refer Close the Close the Chat/Refer Close the Close the Chat/Sales Close the Close the Chat/Transfer Close the Close the Chat/Transfer

Close the Chat/Transfer Gratitude Gratitude Gratitude Gratitude

1 Topic/A. msg Gratitude/Feedback

Gratitude/Feedback

1 Topic/A. msg Gratitude/Feedback

Gratitude/Feedback

Comcast Alerts Overview

I want to let you know about a great, FREE new service called Comcast Alerts. It keeps you up to the minute on your account and services with text messages and alerts on your mobile device.

msg 1 Topic/B. Alerts

Alerts

491945

Set Up Comcast Alert Steps

It's easy to set up Comcast Alerts! 1. Sign in to your account at https://customer. comcast.com and click "Alerts" at the top of the page. 2. Click "View alert preferences" 3. For text message alerts, select "Register a mobile phone number" and enter the number where you'd like to receive texts from Comcast Alerts. 4. Read and accept the terms of service, then click Accept.

msg 1 Topic/B. Alerts

Alerts

491911

Email Alerts

msg 1 Topic/B. Alerts

Alerts

492347

Sign Up for Outage Texts

msg 1 Topic/B. Alerts

Alerts

491944

You can set up email alerts for Payment Reminders, Payment Confirmations, and Past Due amounts from your online account! Would you like some help with that? Since you are already signed up for Comcast Alerts, you can text OUT to 266278 (COMCAST) and you'll get text updates on outages.

492245 492247 492251 492252

Pay Automatic Payment Timeframe No HD Fee One Time Courtesy Credit Remove Charge

492174

Payment Center Location

Your first Automatic Payment won't take effect until 30-45 business days after you enter your account info, while we test and validate your bank account number. Please make sure you have another payment method set up for at least your next billing cycle, so you aren't charged a late fee. We don't charge an additional fee for HD channels, all you need is an HD box. As a one-time courtesy, I'll apply a credit for $XX.XX. I can remove those charges. Thanks for waiting! The closest payment center to you is (INSERT PAYMENT CENTER DETAILS).

Coupon for Payment

Any Comcast coupon can be submitted along with the payment return slip with your bill - please allow up to 5 days to process. If you pay your bill online or by phone, you can mail the coupon to the address on the coupon itself. Please allow up to 3 days to process mailed coupons. msg 1 Topic/C. Billing

492334

msg msg msg msg

1 Topic/C. 1 Topic/C. 1 Topic/C. 1 Topic/C.

Billing Billing Billing Billing

msg 1 Topic/C. Billing

492332

Collection Agency

492242

X1 Features

492143

OnDemand Library and Link

492144

OnDemand Search

492362

Streampix Explanation

Please follow the directions on the letter you've received from the collections agency in regards to how to proceed with settling the outstanding balance. To minimize the impact to your credit score it's recommended that you address the issue as soon as possible. Your X1 guide has all kinds of additional features - enhanced searching and browsing, new On Demand and TV Guide features, social media interaction, and lots of apps. To learn more about these features, look under Help. Our On Demand library is growing faster than ever, with movies and shows added all the time. To learn more about programs currently available On Demand, go to www.xfinity.com/ondemand. You can find On Demand programming either through the On Demand Program Search or the Main Menu. Streampix is a subscription-based service that lets XFINITY TV customers instantly watch popular movies and TV shows on multiple devices.

Digital Adapter Explanation

If you get a digital adapter, you can watch digital cable on any cable-ready TV. It's very small and comes with a simple remote. You'll still have all of the channels in your package plus On Demand, pay-per-view, a searchable on-screen programming guide, an interactive menu with parental controls, and 45 music channels.

Digital Box vs DTA

You have several options. If you want On Demand, Pay Per View, Music Choice, and an Interactive Program Guide, you'll need a digital cable box. If you want standard and expanded cable, all you'll need is a DTA. If all you want is limited cable (local and broadcasting channels), you don't need any equipment. msg 1 Topic/D. Video

492364

492373

492363

Voice2go Explanation

492156

Explain Phone Usage Calculation

492135

Readable Voicemail Link

492142 492116

Caller ID on TV and PC Local Calling Area Link

492119

Explain Call Waiting

492211

Battery Backup Purpose

491930

International Rates

491942

Explain 2-digit Speed Dial

XFINITY Voice2go is a feature that allows new XFINITY Voice Unlimited customers to make outgoing calls as well as send and receive text messages with their home phone number - or a virtual phone number (an alternate number associated with Voice2go) from an iPad®, iPhone®, iPod touch® or Android™ smartphone. Can I answer any questions for you? Your usage is rounded up to the nearest minute. So if you're on the phone for a minute and a half, it'll be calculated as 2 minutes. You can find more info on Readable Voicemail at www.xfinity. com/readablevoicemail Universal Caller ID allows you to see who's calling on your TV and PC, in addition to your phone. When the phone rings, a banner will pop up on your TV and PC showing the caller’s info. You can view cities in your calling area at www.xfinity.com/callingarea With call waiting, you'll hear a soft beep if someone else is calling while you're one the phone. You can answer the second call without hanging up on the first. A backup battery allows your phone to work for up to 8 hours if the electricity goes out, including emergency 911 calls. If your device has 2 battery slots, only 1 battery is needed to receive up to 8 hours of backup power. Any calls you make within the Continental US or to Puerto Rico, US Virgin Islands, Guam, Saipan/N. Mariana Islands and Canada are toll free. Any other international calls are charged by the minute (the rate varies by country). The rates are listed at: www.xfinity.com/Corporate/shop/InternationalRates.ashx Speed Dial allows you to program your most frequently used phone numbers into simple one- or two-digit codes.

492125

Apply for Internet Essentials

492368 492349

Internet Essentials link Typo

492109

Serviceability Denied

492154

CCG Refund After Equipment Return

Please call 1-855-8-INTERNET (1-855-846-8376) to request an application be mailed to you. Complete and return it, along with lunch program documents from your child's school. After 7-10 days, we'll notify you by mail about the status of your application. Internet Essentials was created to help provide affordable internet access, computer equipment, and digital literacy training to eligible families. To apply or learn more, please visit https://www.internetessentials.com Sorry, please disregard the typo in my last message. I'm sorry, but Comcast is not currently available at your address. We're constantly expanding our network though, so please check back often. OK, since you have equipment, the refund for the first 30 days will happen when you return the equipment. You can take it to a Comcast payment location or we can have someone pick it up, whichever you prefer!

Norton Security Suite

492147

msg 1 Topic/D. Video

msg 1 Topic/D. Video msg 1 Topic/D. Video msg 1 Topic/D. Video

msg 1 Topic/D. Video

msg 1 Topic/E. CDV msg 1 Topic/E. CDV msg 1 Topic/E. CDV

msg 1 Topic/E. CDV msg 1 Topic/E. CDV msg 1 Topic/E. CDV

msg 1 Topic/E. CDV

msg 1 Topic/E. CDV msg 1 Topic/E. CDV

msg 1 Topic/F. CHSI

CHSI

msg 1 Topic/F. CHSI msg 1 Topic/G. General

CHSI General

msg 1 Topic/G. General

General

msg 1 Topic/G. General

General

Just so you know, you can protect your computer, files and on your PC or Mac with the Norton Security Suite for free with XFINITY Internet! For more info you can go to http://www.comcast.net/security or, to download Norton Security Suite directly, go to http://constantguard.comcast.net/norton-security-suite/ msg 1 Topic/G. General

General

492256

Return Equipment

492343

CCG - 30 Day Money Back

492344

CCG - 24/7 Service

492345

CCG - $20 Account Credit

If you have equipment to return, please follow these steps: 1) Place old equipment (including power cords) in the box that the new equipment came in. 2) Use the enclosed shipping tape to seal the box securely. 3) Place the enclosed UPS shipping label directly over the original shipping label, covering it completely. 4) Take your return kit to a nearby UPS Shipping Center. They will give you a receipt for your package. You can find the nearest center online at www.ups.com/dropoff, or by calling UPS toll free at 1-800-PICK-UPS. As part of our guarantee, if everything isn't meeting your expectations, you'll have 30 days to return your equipment and get all of your money back. As part of our guarantee, we are here for you 24 hours a day, 7 days a week to answer questions. As part of our guarantee, we will be on time for service appointments and resolve routine issues on the first visit or we'll give you a $20 account credit.

My Account App

492276

msg 1 Topic/C. Billing

msg 1 Topic/G. General

General

msg 1 Topic/G. General

General

msg 1 Topic/G. General

General

msg 1 Topic/G. General

General

As a reminder, we have My Account app available for download at - http: //customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the convenience to manage your bills and payments through your tablet /mobile device. msg 1 Topic/G. General

General

491913

Open Link in New Window

492307

No Deposit Required

492360

Credit Check Permission

492361

Deposit Required

492365

Questions to Select Package

492366

New Order Address

492367

Reduced Install Fee

492374

Check Serviceability

492375

Serviceability Confirmed

You can open the link without disconnecting our chat! Just open a new browser window and copy/paste the link into the new window.

msg 1 Topic/G. General 1 Topic/H. Sales/Credit Based on the credit check, I'm happy to inform you that there is no deposit required. msg Check Since this is for new services, I will do a credit check to see if a deposit is required. We have a very secure system and we will not share your information with anybody. 1 Topic/H. Sales/Credit Can I go ahead and run the credit check? msg Check

General Sales/Credit Check

Sales/Credit Check

So after running the credit check, it looks like I'll need to collect a small deposit to set up your service. You can get a refund on your deposit after 12 months of good account standing. I can take care of that payment for you right now if you'd like. I'll give you a secure link, and you can input your card information. The deposit amount 1 Topic/H. Sales/Credit is: msg Check Sales/Credit Check Thank you for your interest in Comcast. I have a few quick questions to ensure we select the package that best fits your needs. msg 1 Topic/H. Sales/Gather Info Sales/Gather Info At what address would you like to set-up service? msg 1 Topic/H. Sales/Gather Info The regular install charges are currently [REGULAR RATE]; but we have a promotion in your area that reduces the one-time install fee to only [DISCOUNT RATE]! This will 1 Topic/H. Sales/Install be included on your first bill. msg Details Thank you for your interest in Comcast. Please give me a minute to confirm that we 1 Topic/H. can serve your address. msg Sales/Serviceability 1 Topic/H. Good news! Your address is serviceable. Let's get started setting up your service. msg Sales/Serviceability

Sales/Gather Info

Sales/Install Details Sales/Serviceability Sales/Serviceability

492376

Previous Owner Active Account

492377

Feature Not Available

390895

BB Rapport - Good

218524

Opening with Empathy

218525

Rapport - Wonderful

218268

BB Greeting1

390894

BB Greeting2

I'm sorry, but the previous owner/tenant still has an active account at that address. I will create a ticket on your behalf and we will reach out to them and confirm they plan to disconnect their services. Once we have confirmation, someone will be in 1 Topic/H. touch to give you an update. msg Sales/Serviceability Sales/Serviceability 1 Topic/H. I'm very sorry but this feature is not available in your area. msg Sales/Serviceability Sales/Serviceability 1.1 BB General Chat Flow/1. That is good to hear. I am doing great. Thank you for asking. msg Opening I understand the problem you've described and am happy to work with you to get 1.1 BB General Chat Flow/1. this resolved ASAP! Thanks, let's get started. msg Opening 1.1 BB General Chat Flow/1. That is wonderful. I hope that lasts for the rest of the day. msg Opening Thank you for contacting Comcast! Welcome to Comcast RTP department. You have 1.1 BB General Chat Flow/1. reached the right department for adding and provisioning modems. msg Opening A pleasant day to you! You have reached the Comcast Real Time Provisioning 1.1 BB General Chat Flow/1. Department. It is a pleasure to chat and assist you. msg Opening

218494

Empathy - Frustration

I understand that this must be frustrating for you and the customer.

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement

218531

BB Thank you1

Sorry for the wait! I'm all yours now :) How can I help?

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement

218534

BB Thank you2

Thank you.

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement

218536

BB Thank you3

Thank you very much.

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement

218537

BB Pleasure

It is my pleasure to assist you.

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement

218539

BB Welcome

You're very welcome. Happy to help.

218526

Add Device

218527

Adding DTA Box

390898

Add EMTA

390899

Add HD Device

218528

eMTA device is owned or rented?

218483

BB Information

218484

BB Verify name

218485

BB Correct MAC

218486

BB Verify Model

218241

CMAC and MTA MAC

218242

Adding to inventory

218243

Adding to account

218487

BB Box Added

218488

BB Modem Added

218489

BB Active Modem

218267

Device is not yet added

218270

BB Modem exist

218264

BB Access Account

218265

BB Delay

218266

BBThank You

218250

Provision box

1.1 BB General Chat Flow/1. msg Opening/Acknowledgement 1.1 BB General Chat Flow/1. I understand that you would like to add this device to the account. Is this correct? msg Opening/Probing I understand that you would like me to add this DTA box to our customer's account 1.1 BB General Chat Flow/1. which I can surely help you with. Is this correct? msg Opening/Probing I understand that you would like me to add this eMTA device to our customer's 1.1 BB General Chat Flow/1. account which I can surely help you with. Is this correct? msg Opening/Probing I understand that you would like me to add this HD device to our customer's account 1.1 BB General Chat Flow/1. which I can surely help you with. Is this correct? msg Opening/Probing 1.1 BB General Chat Flow/2. Would you please verify with the customer if the eMTA device is owned or rented? msg Verification Thank you for providing the details. Kindly verify if all the information below is 1.1 BB General Chat Flow/2. correct: msg Verification 1.1 BB General Chat Flow/2. May I please have your name, so I may address you properly? msg Verification Please verify the correct MAC address from the customer. It appears that we have an incorrect MAC address. MAC addresses should contain characters from A to F and 1.1 BB General Chat Flow/2. 0 to 9 only. msg Verification 1.1 BB General Chat Flow/2. Will you please verify the digital box model? msg Verification May I verify the EMAC, CMAC and MTA MAC addresses of this eMTA device you want to be provisioned please? It should have 12 alphanumeric characters from A to 1.1 BB General Chat Flow/2. F and 0 to 9. msg Verification 1.1 BB General Chat Flow/3. I am in the process of adding the device to the inventory. msg Process 1.1 BB General Chat Flow/3. Let me add the device to the customer's account. msg Process I am happy to inform you that I have successfully finished adding the device to the 1.1 BB General Chat Flow/3. account and it is now ready for activation. msg Process 1.1 BB General Chat Flow/3. I am glad to inform you that I have just added the modem to the account. msg Process I am happy to inform you that I have successfully finished adding the modem to the 1.1 BB General Chat Flow/3. account. The modem is active and is now good to go. msg Process 1.1 BB General Chat Flow/3. I have also checked that the device is not yet added to the customer's account. msg Process 1.1 BB General Chat Flow/3. I checked the account and the modem has already been added. msg Process 1.1 BB General Chat Flow/3. Would you mind if I place you on a brief hold while I access your account? msg Process/Hold I apologize for the delay. It will take me a few more minutes to complete this 1.1 BB General Chat Flow/3. process. Do you mind continuing to hold? msg Process/Hold 1.1 BB General Chat Flow/3. Thank you for patiently waiting. msg Process/Hold 1.1 BB General Chat Flow/3. May I place you on a brief hold while I provision the digital box for you? msg Process/Hold

218251

Excessive hold

Thank you very much for holding. I apologize for it being a little longer than expected.

218246

Research

Would you mind if I place you on a brief hold while I research that for you?

218247

Retrieve

Would you mind if I place you on a brief hold while I get that information for you?

218248

Process request

218540

Device Added

218541

EMTA Added

218542

Adding HD

218543

Added DTA Box

218544

BB Added box

I just need a few moments to process your request, OK? To recap, I have successfully processed your request in adding this device to the customer’s account. To recap, I have successfully processed your request in adding this eMTA device to the customer’s account. To recap, I have successfully processed your request in adding this HD device to the customer’s account. To recap, I have successfully processed your request in adding this DTA box to the customer’s account. To recap, we have successfully added the digital box to the customer's account and it is now ready for activation.

218252

BB Closing

It was truly a pleasure to chat with you today. Thank you for giving Comcast Real Time Provisioning Department the opportunity to serve your issue. We value your time working with us. Should you need further assistance, please feel free to chat back. We are here for you 24 hours a day, seven days a week.

218253

Wonderful day

Have a wonderful day!

Unable to complete

I certainly apologize that we were unable to complete your request today. Thank you for contacting Comcast RTP department! If you need further assistance, you can chat with one of our Customer Support Specialists 24 hours a day, seven days a week 1.1 BB General Chat Flow/5. at https://www.comcastsupport.com/rtp. msg Closing

218254

1.1 BB General Chat Flow/3. msg Process/Hold 1.1 BB General Chat Flow/3. msg Process/Hold 1.1 BB General Chat Flow/3. msg Process/Hold 1.1 BB General Chat Flow/3. msg Process/Hold 1.1 BB General Chat Flow/4. msg Recap 1.1 BB General Chat Flow/4. msg Recap 1.1 BB General Chat Flow/4. msg Recap 1.1 BB General Chat Flow/4. msg Recap 1.1 BB General Chat Flow/4. msg Recap

1.1 BB General Chat Flow/5. msg Closing 1.1 BB General Chat Flow/5. msg Closing

218255

Non responsive

218256

BB close

It appears you may have left the chat room. Please acknowledge that you are still available. This chat will automatically close if no response is received within one minute. Should you be disconnected after that time, please begin a new chat so that 1.1 BB General Chat Flow/5. we can provide you the support that you need. msg Closing It was truly a pleasure to chat with you today. Thank you for giving Comcast Real Time Provisioning Department the opportunity to resolve your issue. We value your 1.1 BB General Chat Flow/5. time working with us. Have a pleasant shift ahead! msg Closing

218257

BB Assistance1

I really appreciate working with you today. Is there anything else that I can assist you 1.1 BB General Chat Flow/6. with? I am more than glad to help you out further. msg Additional Assistance

218258

BB Assistance2

Do we have other customer's concerns that I can help you with today? I am more than glad to help you out further.

218259

BB Assistance3

I hope that I was able to assist you to your satisfaction today. Is there anything else I 1.1 BB General Chat Flow/6. can assist you with? I am more than glad to help you out further. msg Additional Assistance

218260

BB Questions

Do you have other questions for me today?

1.1 BB General Chat Flow/6. msg Additional Assistance

218262

BB Inquiries

Have we covered all of your inquiries regarding this account?

1.1 BB General Chat Flow/6. msg Additional Assistance

218523

BB Assistance 4

218490

BB 1st time out

218491

BB 2nd time out

I really appreciate working with you today. Is there anything else that I can assist you 1.1 BB General Chat Flow/6. with? I am more than glad to help you out further. msg Additional Assistance It is important for me to know if we are still connected. Did you receive my last 1.1 BB General Chat Flow/7. message? msg Time out Due to inactivity, I will need to close the chat session if a reply is not received in one 1.1 BB General Chat Flow/7. minute. msg Time out

218492

BB 3rd time out

I apologize for the inconvenience but I need to close the chat session. Thank you for contacting Comcast RTP Department. We value your time working with us. Should you need further assistance, please feel free to chat back. We are here for you 24 hours a day, seven days a week.

218498

BB Local Office

218501

BB Support Desk

218502

BB ACSR down

218503

BB Cable data down

1.1 BB General Chat Flow/6. msg Additional Assistance

1.1 BB General Chat Flow/7. msg Time out 1.1 BB General Chat Flow/8. msg Refer to 1.1 BB General Chat Flow/8. msg Refer to

Kindly contact the local office regarding this matter. Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a technician to the customer's home. I can understand that this would be inconvenient to you and the customer. I am willing to assist you. However, we are having a system update with ACSR at the 1.1 BB General Chat Flow/8. moment and cannot process the request. Please chat back after an hour. msg Refer to I can understand that this would be inconvenient to you and the customer. I am willing to assist you. However, we are having a system update with Cable Data at the 1.1 BB General Chat Flow/8. moment and cannot process the request. Please chat back after an hour. msg Refer to

218504

BB No provisioning details

218507

BB Update from local

218512

BB Model number is Required

I can understand that this would be inconvenient to you and the customer. This type of modem already appears in Comcast's approved list. However, as much as I would like to add this for you, approved provisioning codes for this specific modem model 1.1 BB General Chat Flow/8. is yet to be provided by the local office. msg Refer to We just received an update that this type of modem should not be added to this billing system. While there is no updated provisioning codes given, please refer this 1.1 BB General Chat Flow/8. to the local office instead. msg Refer to Upon adding the modem to the account, I encountered a ""CEP23W-MODEL NUMBER IS REQUIRED"" error message. Please escalate this to Support Desk and 1.1 BB General Chat Flow/9. create a Remedy Ticket for this issue. msg Error messages

BB Pending Work Order

I understand that this must be frustrating for you and the customer. I have checked the account and found that there is a pending work order and the rates are not appearing yet. We are unable to complete provisioning the modem in this status. Please contact the local office to complete the work order.

218514

218515

BB Non-Pay Status

219178

RTP Information

219194

RTP Greeting1

219195

RTP Greeting2

I understand that this must be frustrating for you and the customer. However, when I tried to process, an error occurred that the account is placed into a Non-Pay status due to unpaid balance in their account. We are unable to complete provisioning the modem in this case. Please contact the billing department to resolve the issue and chat back once this is updated. Thank you for providing the details. Kindly verify if all the information below is correct: Thank you for contacting Comcast! Welcome to Comcast RTP department. You have reached the right department for adding and provisioning modems. It is a wonderful day at Comcast! You have reached the correct department for provisioning modems. I am happy to chat with you and assist you today.

219196

RTP Opening with Empathy

I understand the situation and I will do what I can to get this done for you.

219197

RTP Rapport

How are you doing today?

219198

RTP Rapport - Good

That is good to hear. I am doing great. Thank you for asking.

219199

RTP Rapport - happy

I am happy to hear that. I feel the same way as well.

219200

RTP Rapport - Wonderful

219207

RTP Willingness

That is wonderful. I hope that lasts for the rest of the day. Rest assured that I will be assisting you to have this modem added and provisioned to the account.

1.1 BB General Chat Flow/9. msg Error messages

1.1 BB General Chat Flow/9. msg Error messages 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening 1.2 RTP General Chat msg Flow/1. Opening

219204

RTP - assurance

219205

RTP Walledgarden2

219192

RTP Add owned modem

219193

RTP Add modem2

219201

RTP Swap Modem

219202

RTP Swap Modem2

219203

RTP Modem Walledgarden

218516

RTP Add rent modem

218519

RTP Provision modem

218269

RTP Activate modem

218244

RTP Add and Provision modem

218245

RTP Register modem

218510

RTP Log out

219179

RTP Modem Ownership

219180

RTP Modem Ownership2

219181

RTP Verify name

219182

RTP Correct MAC

219183

RTP Plugged-in

219184

RTP Modem Exists

219185

RTP UID link

219186

RTP Username

219187

RTP Username2

219188

RTP Verify Model

219189

RTP Verify Model2

219190

RTP MTA and MAC

390949

RTP Correct MAC2

390953

RTP – Internet or EMTA

256968

RTP - Provision modem

218647

RTP Research

218648

RTP Retrieve

218649

RTP Access Account

218650

RTP Process request

218652

RTP Excessive hold

218653

RTP Delay

218654

RTP Thank you

218655

RTP Hold for walledgarden

218568

RTP Assistance1

218569

RTP Assistance2

218570

RTP Assistance3

218572

RTP Questions

218573

RTP Inquiries

218565

RTP 1st time out

218566

RTP 2nd time out

Rest assured that I will be assisting you throughout our conversation until we finish 1.2 RTP General Chat your request. msg Flow/1. Opening I understand that you would like me to push this modem to our customer's account 1.2 RTP General Chat which I can surely help you with. Is this correct? msg Flow/2. Probing I understand that you would like me to add this owned modem to our customer's 1.2 RTP General Chat account which I can surely help you with. Did I get this right? msg Flow/2. Probing 1.2 RTP General Chat I understand that you would like to add this modem to the account. Is this correct? msg Flow/2. Probing I understand that you would like to swap this new modem with the one in the 1.2 RTP General Chat account. Is this correct? msg Flow/2. Probing I understand that you would like to swap this new modem with the one in the 1.2 RTP General Chat account. Is this correct? msg Flow/2. Probing I understand that you would like me to push this modem out of walledgarden to our 1.2 RTP General Chat customer's account which I can surely help you with. Is this correct? msg Flow/2. Probing I understand that you would like me to add this rented modem to our customer's 1.2 RTP General Chat account which I can surely help you with. Did I get this right? msg Flow/2. Probing I understand that you would like me to provision this modem to our customer's 1.2 RTP General Chat account which I can surely help you with. Did I get this right? msg Flow/2. Probing I understand that you would like me to activate this modem to our customer's 1.2 RTP General Chat account which I can surely help you with. Did I get this right? msg Flow/2. Probing I understand that you would like me to add and provision this modem to our 1.2 RTP General Chat customer's account which I can surely help you with. Did I get this right? msg Flow/2. Probing I understand that you would like me to register this modem to our customer's 1.2 RTP General Chat account which I can surely help you with. Did I get this right? msg Flow/2. Probing 1.2 RTP General Chat Please log out on the customer's account so that I can access it. Thank you. msg Flow/3. Verification 1.2 RTP General Chat Does the customer own or rent the equipment? msg Flow/3. Verification 1.2 RTP General Chat Would you please verify with the customer if the device is owned or rented? msg Flow/3. Verification 1.2 RTP General Chat May I please have your name, so I may address you properly? msg Flow/3. Verification Please verify the correct MAC address from the customer. It appears that we have an incorrect MAC address. MAC addresses should contain characters from A to F and 1.2 RTP General Chat 0 to 9 only. msg Flow/3. Verification Please ask the customer if this new modem is plugged-in and powered on. This is to 1.2 RTP General Chat make sure that it will be ready for troubleshooting. msg Flow/3. Verification I checked the account and saw that there is an existing modem. Should I swap it with 1.2 RTP General Chat this new one? msg Flow/3. Verification Please advise the customer that they may change their username to their desired 1.2 RTP General Chat one by logging in to their account at www.comcast.net msg Flow/3. Verification 1.2 RTP General Chat Should we use the customer's first and last name as the username? msg Flow/3. Verification Is it alright if we use the customer's first and last name for the username that we 1.2 RTP General Chat need to create? msg Flow/3. Verification 1.2 RTP General Chat Will you please verify the modem model? msg Flow/3. Verification 1.2 RTP General Chat Kindly verify the modem model with the customer. msg Flow/3. Verification Since this is an eMTA, please verify the EMAC, CMAC AND MTA MAC addresses of 1.2 RTP General Chat the device? msg Flow/3. Verification May I verify the MAC address of the modem you want to be provisioned please? It 1.2 RTP General Chat should have 12 alphanumeric characters from A to F and 0 to 9. msg Flow/3. Verification Please verify if our customer will use both the Internet and telephone service of this 1.2 RTP General Chat EMTA device? msg Flow/3. Verification I need a just a few moments to provision your modem so you can receive XFINITY's 1.2 RTP General Chat broadband speeds. msg Flow/4. Hold 1.2 RTP General Chat Would you mind if I place you on a brief hold while I research that for you? msg Flow/4. Hold 1.2 RTP General Chat Would you mind if I place you on a brief hold while I get that information for you? msg Flow/4. Hold 1.2 RTP General Chat Would you mind if I place you on a brief hold while I access your account? msg Flow/4. Hold 1.2 RTP General Chat Would you mind if I place you on a brief hold while I process your request? msg Flow/4. Hold Thank you very much for holding. I apologize for it being a little longer than 1.2 RTP General Chat expected. msg Flow/4. Hold I apologize for the delay. It will take me a few more minutes to complete this 1.2 RTP General Chat process. Do you mind continuing to hold? msg Flow/4. Hold 1.2 RTP General Chat Thank you for patiently waiting. msg Flow/4. Hold May I place you on a brief hold while I remove the modem from walledgarden 1.2 RTP General Chat status? msg Flow/4. Hold 1.2 RTP General Chat Flow/5. Additional Is there anything else I can assist you with today? I will be happy to help you. msg Assistance 1.2 RTP General Chat I am glad I was able to help you today. Are there any other questions I can assist you Flow/5. Additional with? msg Assistance 1.2 RTP General Chat I hope that I was able to assist you to your satisfaction today. Would there be Flow/5. Additional anything else that I can help you with? msg Assistance 1.2 RTP General Chat Flow/5. Additional Do you have other questions for me today? msg Assistance 1.2 RTP General Chat Flow/5. Additional Have we covered all of your inquiries regarding this account? msg Assistance 1.2 RTP General Chat Did you receive my last message? msg Flow/6. Timeout Due to inactivity, I will need to close the chat session if a reply is not received in one 1.2 RTP General Chat minute and assist another agent. msg Flow/6. Timeout

218567

RTP 3rd time out

I apologize for the inconvenience but I need to close the chat session. Thank you for contacting Comcast RTP Department. We value your time working with us. Should you need further assistance, please feel free to chat back. We are here for you 24 hours a day, seven days a week.

218549

RTP Thank you1

Thank you for patiently waiting.

218550

RTP Thank you 2

Thank you.

218551

RTP Thank you 3

Thank you very much.

218552

RTP Pleasure

It is my pleasure to assist you.

218553

RTP Welcome

You are welcome.

219165

01. Adding to inventory

I am in the process of adding the modem to the inventory.

1.2 RTP General Chat msg Flow/6. Timeout 1.2 RTP General Chat msg Flow/7. Acknowledgement 1.2 RTP General Chat msg Flow/7. Acknowledgement 1.2 RTP General Chat msg Flow/7. Acknowledgement 1.2 RTP General Chat msg Flow/7. Acknowledgement 1.2 RTP General Chat msg Flow/7. Acknowledgement 1.2 RTP General Chat msg Flow/8. Process

219167

02. Adding to account

219168

03. Modem Added

219169

04. Active modem

219171

05. GS Status

219173

06. GS Good to go

219174

07. APT push

219175

08. Out of walledgarden

219176

09. Bootfile

219177

10. Modem exist -check status in GS

218545

RTP Added / Pushed

218546

RTP Walledgarden

218547

RTP No owned modem / refer to Billing

218548

RTP Open work order / refer to local office

218656

RTP Closing

218657

RTP Wonderful Day

1.2 RTP General Chat msg Flow/8. Process 1.2 RTP General Chat I am glad to inform you that I have just added the modem to the account. msg Flow/8. Process I am happy to inform you that I have successfully finished adding the modem to the 1.2 RTP General Chat account. The modem is active and is now good to go. msg Flow/8. Process 1.2 RTP General Chat Let me just check if the modem is in walledgarden status in Grandslam. msg Flow/8. Process 1.2 RTP General Chat I have checked Grandslam and the modem is now good to go. msg Flow/8. Process The modem is in walledgarden status. Let me go ahead and process an APT push to 1.2 RTP General Chat resolve this issue. msg Flow/8. Process I am happy to inform you that I have successfully removed the modem from 1.2 RTP General Chat walledgarden and it is now good to go. msg Flow/8. Process 1.2 RTP General Chat Here is the bootfile shown in Grandslam: msg Flow/8. Process I checked the account and the modem has already been added. Let me go ahead and 1.2 RTP General Chat check the modem status in Grandslam. msg Flow/8. Process 1.2 RTP General Chat To recap, we have added the modem to the account and removed it from Flow/9. Completing/1. walledgarden. The modem is now good to go. msg Recap 1.2 RTP General Chat Flow/9. Completing/1. To recap, we have done an APT push and resolved the modem's walledgarden issue. msg Recap 1.2 RTP General Chat To recap, a modem rate code should be added first before we can completely Flow/9. Completing/1. provision the modem. Advised to contact billing department. msg Recap 1.2 RTP General Chat To recap, there is currently an open work order in the account which hindered us Flow/9. Completing/1. from adding the modem. Advised to contact the local office to complete work order. msg Recap Thank you for contacting Comcast RTP department! We value your time working 1.2 RTP General Chat with us. Should you need further assistance, please feel free to chat back. We are Flow/9. Completing/2. here for you 24 hours a day, seven days a week. msg Closing 1.2 RTP General Chat Flow/9. Completing/2. Have a wonderful day! msg Closing

RTP Unable to completeincomp

I certainly apologize that we were unable to complete your request today. Thank you for contacting Comcast RTP department! If you need further assistance, you can 1.2 RTP General Chat chat with one of our Customer Support Specialists 24 hours a day, seven days a week Flow/9. Completing/2. at https://www.comcastsupport.com/rtp msg Closing

218658

218659

RTP Non responsive

218663

RTP End Session

219145

RTP Illogical Equipment Transfer

219146

RTP Model number is Required

219147

RTP Open Work Order

219150

RTP Non-Pay Status

219153

RTP Disconnected

219159

RTP Failed to locate default package

218666

RTP Offline on Grandslam

218671

RTP Offline on Grandslam2

218673

RTP Offline on Grandslam3

218675

RTP Offline on Grandslam4

218676

RTP Sent hit and rolled the modem

218678

RTP Modem offline

218680

RTP Modem offline2

218554

RTP Billing

218556

RTP Local Office

218557

RTP Support Desk

218559

RTP ACSR down

218561

RTP Cable data down

218562

RTP No provisioning details

218563

RTP Update from local

Let me add the modem to the customer's account.

It appears you may have left the chat room. Please acknowledge that you are still available. This chat will automatically close if no response is received within one 1.2 RTP General Chat minute. Should you be disconnected after that time, please begin a new chat so that Flow/9. Completing/2. we can provide you the support that you need. msg Closing 1.2 RTP General Chat Whenever you're ready, just click on the End Session button to end the chat. By the Flow/9. Completing/2. way, you can print or save this chat for your records! msg Closing I have checked the inventory and the modem was already added but unable to add 1.2 RTP General Chat to account due to an error of "CEM36E - ILLOGICAL EQUIPMENT TRANSFER." Please Flow/Issues/1. Error escalate this to Support Desk and create a Remedy ticket for this issue. msg Messages Upon adding the modem to the account, I encountered a ""CEP23W-MODEL 1.2 RTP General Chat NUMBER IS REQUIRED"" error message. Please escalate this to Support Desk and Flow/Issues/1. Error create a Remedy Ticket for this issue. msg Messages 1.2 RTP General Chat I have checked the account and there is an open work order. Please complete the Flow/Issues/1. Error open work order before we provision the modem. msg Messages I understand that this must be frustrating for you and the customer. However, when 1.2 RTP General Chat I tried to process, an error occurred that the account is placed into a Non-Pay status Flow/Issues/1. Error due to unpaid balance in their account. msg Messages 1.2 RTP General Chat I have checked the account. The account shows a disconnection. Please contact Flow/Issues/1. Error Local Office to have the services back. msg Messages I understand that this must be frustrating for you and the customer. I have processed APT. However, I got an error, ""failed to locate default package"". We are 1.2 RTP General Chat unable to proceed because of this. Please contact the billing department regarding Flow/Issues/1. Error this matter. msg Messages 1.2 RTP General Chat As per Grandslam, the modem appears offline and shows no diagnostic data. Let me Flow/Issues/2. Offline on just send a signal and roll the modem for you. msg Grandslam The modem appears offline in Grandslam. Kindly advise the customer to powercycle 1.2 RTP General Chat the modem to enjoy Comcast services. Should the problem persists, please create a Flow/Issues/2. Offline on Remedy ticket or send a technician to further check on this device. msg Grandslam 1.2 RTP General Chat Kindly advise the customer to powercycle the modem. Should the issue Flow/Issues/2. Offline on persists, please book a technician to check the device. msg Grandslam The modem status is showing offline in Grandslam. Please advise the customer to 1.2 RTP General Chat have it powercycled. Should the issue persists, please book a technician to check the Flow/Issues/2. Offline on device. Here is the modem bootfile status: msg Grandslam 1.2 RTP General Chat Flow/Issues/2. Offline on The modem is still showing offline after I have rolled and sent a signal to it. msg Grandslam 1.2 RTP General Chat Please send a technician to check the connectivity of the modem or you can create a Flow/Issues/2. Offline on Remedy Ticket for this. msg Grandslam The modem appears offline and shows no diagnostic data in Grandslam. I need to process a push and modem roll for this. However, this may disconnect the customer 1.2 RTP General Chat from the line if he is using the same CDV modem. Would you still like me to Flow/Issues/2. Offline on proceed? msg Grandslam 1.2 RTP General Chat Kindly contact the billing department regarding this matter. msg Flow/Issues/3. Refer to 1.2 RTP General Chat Kindly contact the local office regarding this matter. msg Flow/Issues/3. Refer to Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a 1.2 RTP General Chat technician to the customer's home. msg Flow/Issues/3. Refer to I can understand that this would be inconvenient to you and the customer. I am willing to assist you. However, we are having a system update with ACSR at the 1.2 RTP General Chat moment and cannot process the request. Please chat back after an hour. msg Flow/Issues/3. Refer to I can understand that this would be inconvenient to you and the customer. I am willing to assist you. However, we are having a system update with Cable Data at the 1.2 RTP General Chat moment and cannot process the request. Please chat back after an hour. msg Flow/Issues/3. Refer to I can understand that this would be inconvenient to you and the customer. This type of modem already appears in Comcast's approved list. However, as much as I would like to add this for you, approved provisioning codes for this specific modem model 1.2 RTP General Chat is yet to be provided by the local office/Comcast. msg Flow/Issues/3. Refer to We just received an update that this type of modem should not be added to this billing system. While there is no updated provisioning codes given, please refer this 1.2 RTP General Chat to the local office instead. msg Flow/Issues/3. Refer to

218564

RTP CDV Issues

I understand that this is inconvenient for you and the customer. Our resources and tools only work with provisioning the internet part of CDV modems. Please contact the local office regarding this matter.

1.2 RTP General Chat msg Flow/Issues/3. Refer to

391824

RTP NO D3 Equipment Type

391825

RTP no D2

391826

RTP no D3

391830

RTP Bundles Services

391831

RTP NO CDV Services

391832

RTP NO CHSI Services

218589

RTP No modem rate

218590

No modem rate2

218591

Cannot verify modem ownership

218592

RTP No owned modem rate

218593

No owned modem rate2

For this particular market, we are missing the Docsis 3.0 Equipment Type. We have provisioned this box as a regular modem instead of a Docsis 3.0 modem. If the customer encounters any problems, please contact the local office to have the modem provisioned as Docsis 3.0 type. I have checked the customer’s modem and this is a Docsis 2.0 modem. I highly recommend to have the customer contact Billing department to verify if their service is aligned with their modem's performance capability. I have checked the customer’s modem and this is a Docsis 3.0 modem. I highly recommend to have the customer contact Billing department to verify if their service is aligned with their modem's performance capability. I have checked the customer's rates and the CHSI service is bundled with CDV service in Cable Data. Please transfer the CHSI services with the modem rate on the next available outlet before we provision the modem. Thank you. I have checked the customer's account and there is no CDV/EMTA services rate code added. This is a requirement before provisioning the modem. I have checked the customer's account and there is no CHSI services rate code added. This is a requirement before provisioning the modem. Kindly chat with us again after the rate code has been added and we will be happy to assist you provisioning the modem. Please contact the billing department to have the correct rate added first as there might be additional charges adding the proper rates. Kindly chat with us again after the modem ownership status has been verified and we will be glad to assist you. I can see here that there is no owned modem rate code in the account. Please contact billing department to have the correct rate added first as there might be added charges. I understand that this must be frustrating for you and the customer. We currently are not allowed to add owned modem rates in the account due to possible charges and changes made when doing so.

391833

RTP Pending Disconnection

I have checked the account. The account shows a pending disconnection and it is due today. Please contact Local Office to have the services back.

1.2 RTP General Chat msg Flow/Issues/6. Local Office

391834

RTP Pending Change - CD

I have checked the account and there is a pending change in Cable Data. Please complete the open work order before we provision the modem.

1.2 RTP General Chat msg Flow/Issues/6. Local Office

391835

RTP Open Word Order - ACSR

1.2 RTP General Chat msg Flow/Issues/6. Local Office

391836

RTP Business Account

391837

RTP Not Registered in OMS

391838

RTP Registered as Leased Modem

I have checked the account and there is an open work order in ACSR. Please complete the open work order before we provision the modem. I have checked the customer’s account and it is registered as business account. Please contact your local office to assist or refer the customer to the nearest front counter to resolve. Thank you for the device details provided. All the rented modems should be registered in SIK Order. Unfortunately, we are not authorized to add this device as there is no associated SIK order in . I have checked the customer’s modem and it has been added and registered to the inventory as leased modem. Please contact your local office to assist or refer the customer to the nearest front counter to resolve.

391839

RTP Active on other account

1.2 RTP General Chat msg Flow/Issues/6. Local Office

391840

RTP IMS Account

391841

RTP Send Technician

391842

RTP Power cord

I have checked the customer’s modem and the modem have been found active in another customer’s account. Please contact Local Office to verify modem ownership. I have checked the customer’s account and it is registered as IMS account (“IP (or Internet Protocol) Multimedia Subsystem"). Please contact your local office to assist or refer the customer to the nearest front counter to resolve. Please send a technician to check the connectivity of the modem or you can create a Remedy ticket for this to Support Desk for further troubleshooting. Please ask the customer to check if the modem's power cord is plugged into an active outlet and check the cable line if connections are securely tightened.

391843

RTP Powercycle1

Kindly advise our customer to power cycle the modem to enjoy Comcast services. If the issue persists, please send a technician to check the connection of the modem or 1.2 RTP General Chat create a Remedy ticket for this to Support Desk for further troubleshooting. msg Flow/Issues/7. Powercycle

391844

RTP Powercycle

The modem should be good to go after the power cycle. It is showing time out in Grand Slam after I pushed the modem. If the issue persists, please send a technician to check the connection of the modem or create a Remedy ticket for this to Support 1.2 RTP General Chat Desk for further troubleshooting. msg Flow/Issues/7. Powercycle

491724

05Olympic Ways to Watch2

Live video feeds of all 98 sporting events are available online at NBCOlympics.com or 2. Comcast All/Olympics from the XFINITY Sports Live Extra app on your tablet or smartphone. msg 2014

492397

Email confirmation Activation

492398

Email confirmation activation 2

492399

Trans Out to Billing

492400

Empower - Opportunity to Make Right

492401

Connect - Happy to Troubleshoot

492402

Connect - Missing Channels

492403

Connect - Serial Number of Device does not Match

492404

Connect - Serial Number not listed in the website

492405

Connect - Reminder to Activate Online

492406

Connect - Reminder for ACSR Accounts

492407

Connect - Reminder for COMTRAC Accounts

492408

Connect - Reminder to Activate Online2

1.2 RTP General Chat msg Flow/Issues/4. Disclaimer 1.2 RTP General Chat msg Flow/Issues/4. Disclaimer 1.2 RTP General Chat msg Flow/Issues/4. Disclaimer 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services 1.2 RTP General Chat msg Flow/Issues/5. No Services

1.2 RTP General Chat msg Flow/Issues/6. Local Office 1.2 RTP General Chat msg Flow/Issues/6. Local Office 1.2 RTP General Chat msg Flow/Issues/6. Local Office

1.2 RTP General Chat msg Flow/Issues/6. Local Office 1.2 RTP General Chat msg Flow/Issues/7. Powercycle 1.2 RTP General Chat msg Flow/Issues/7. Powercycle

Thank you, we are almost finished scheduling your appointment. Do you want to update your email address on account? This email will help provide you with: 1) A reminder of your service appointment date and time 2) Written confirmation your order was processed correctly 3) Confirmation of the products and services ordered 7. DTA/DTA 4) Information on how to reschedule the appointment msg Activation/Closing Thank you, we are almost finished activating your box. I see that we currently have 7. DTA/DTA an email address on record for you. Is this your current email address: msg Activation/Closing Thank you for contacting Comcast World of More. It has been a pleasure assisting 7. DTA/DTA you today. msg Activation/Closing 7. DTA/DTA Activation/Connect with I do understand your concern. I appreciate the opportunity to make things right. msg Customer 7. DTA/DTA I will be happy to help you by going through some troubleshooting steps with you Activation/Connect with and sending a signal, if needed, so you can receive your channels again. msg Customer 7. DTA/DTA I understand it is inconvenient when you are missing some channels. I will be glad to Activation/Connect with help you with this issue. msg Customer I understand that it can be troublesome when the serial number of the device you 7. DTA/DTA want to activate did not match the one listed online. Rest assured we will take care Activation/Connect with of this for you. msg Customer 7. DTA/DTA I understand that it can be troublesome when the serial number of the device you Activation/Connect with want to activate is not showing online. Rest assured we will take care of this for you. msg Customer 7. DTA/DTA While I check on your account, let me just inform you that you may activate your Activation/Connect with cable devices online, anytime, by going to http://digitalnow.comcast.com msg Customer 7. DTA/DTA You will just need your 16 digit account number or the 16 digital Unique ID (listed in Activation/Connect with the letter sent about Comcast digital migration). msg Customer 7. DTA/DTA You will just need your 13 digit account number or the 16 digital Unique ID (listed in Activation/Connect with the letter sent about Comcast digital migration). msg Customer 7. DTA/DTA In case it does not go through, you will also be given an option to proceed by Activation/Connect with chatting with a live representative like our chat today. msg Customer

492409

Not Installed 1

492410

Not Installed 2

492411

DTA Activation - Happy to Process Request

492412

DTA Activation - Pleased with Comcast Experience

492413

DTA Activation - Happy to Activate this box

492414

DTA Activation - Activate 1

492415

DTA Activation - Activate 2

492416

CV 01 Probe Other Devices

492417

CV 02 Probe Splitter

492418

CV 03 Probe Power Strip

492419

CV 04 Verify Power Strip turned on

492420

CV 05 Begin Activation - Other Devices Connected

7. DTA/DTA Activation/Connect with msg Customer 7. DTA/DTA Activation/Connect with I’d be happy to walk you through in connecting your DTA box. msg Customer 7. DTA/DTA I'd be more than happy to process this request for you today. You made the right Activation/Connect with choice in choosing Comcast. msg Customer 7. DTA/DTA I'm glad to hear that you are pleased with your Comcast experience. We pride Activation/Connect with ourselves in offering the best customer service. msg Customer 7. DTA/DTA Activation/Connect with I will be happy to activate this box for you. msg Customer 7. DTA/DTA It's my pleasure to help activate your cable box for you today. I'm sure you will Activation/Connect with enjoy your updated services. msg Customer 7. DTA/DTA I know how important it is for you to have your cable TV working, so let's go through Activation/Connect with activating your cable box so that you can enjoy watching your favorite shows. msg Customer 7. DTA/DTA Are there other devices, such VCR or DVD, connected between the device and the Activation/Connection TV? msg Verification 7. DTA/DTA Activation/Connection Do you have a splitter connected from your cable outlet to the TV? msg Verification 7. DTA/DTA Activation/Connection Is there a surge protector or a power strip connected to your device? msg Verification 7. DTA/DTA Please verify the power strip is turned on? You can also directly connect the adapter Activation/Connection to a wall outlet. If the outlet is connected to a switch, make sure it's turned on. msg Verification 7. DTA/DTA Let's proceed with the activation process. If this does not work, we may have to Activation/Connection connect the device directly from the cable wall outlet then to the TV. msg Verification

CV 06 Instructions - Connecting DTA1

Here are a few simple instructions for connecting your digital adapter: 1. Locate the cable that currently runs from the cable wall outlet to the back of your TV. Leave one end of the cable connected to the wall, but disconnect the other end from the 7. DTA/DTA back of your TV and connect it to the plug on the back of the adapter marked "Cable Activation/Connection In". msg Verification

492421

I’d be happy to walk you through in connecting your boxes.

492422

CV 07 Instructions - Connecting DTA2

492423

CV 08 Instructions - Connecting DTA3

492424

CV 09 Instructions - Connecting DTA4

492425

CV 10 Instructions - Connecting Multiple DTA

492426

CV 11 Instructions - Activate via Internet

492427

CV 12 Instructions - Activate via Phone

2. Connect one end of the coax cable to the plug marked “To TV” on the back of the digital adapter and the other end to the “Cable In/RF In” input on the back of your TV. If you would like to include a DVD player or VCR to your setup, plug in the coax 7. DTA/DTA cable to the “Cable In/RF In” input on the back of your DVD player or VCR instead of Activation/Connection your TV. msg Verification 3. Plug in the power cord to the back of the digital adapter and to either a power 7. DTA/DTA strip or to a wall socket. Make sure the outlet the digital adapter is plugged into is Activation/Connection not controlled by a switch that is regularly turned on or off. msg Verification 7. DTA/DTA 4. Turn your TV on and select Channel 3. Set the switch on the back of the DTA to Activation/Connection channel 3 as well. msg Verification 7. DTA/DTA Activation/Connection Repeat these steps for the rest of the adapters you received. msg Verification 7. DTA/DTA Visit www.comcast.com/digitalnow to activate your services. Please have either Activation/Connection your Unique ID number found on the welcome letter or your Account number. msg Verification To activate your services, please call our automated activation line at 1-888-6347. DTA/DTA 4434. Please have either your Unique ID number found on the welcome letter or Activation/Connection your Account number. msg Verification

492428

DTA RC24 - Cable Box Always Powered On

Please remember not to turn off your cable box. It should remain powered on at all times; keep it plugged directly into the power outlet.

7. DTA/DTA msg Activation/Device Activation

492429

DA03 Verify Signal 5

Please let me know if everything worked out well.

7. DTA/DTA msg Activation/Device Activation

492430

DA 00 Send Signal DA 1st-Main Device 2nd

To begin, I will send a signal to the digital adapter then proceed with the activation of the main device.

7. DTA/DTA msg Activation/Device Activation

492431

DA 01 Sending signals - Send Signal Activation

I am going to send a signal to your device to initiate the activation process.

7. DTA/DTA msg Activation/Device Activation

492432

DA 02 Activation - Send Signal

I am sending a signal to the device now.

7. DTA/DTA msg Activation/Device Activation

492433

DA 03 Verify Signal1

My systems indicate that the signal went through successfully. To verify, please check the following: 1. The blinking green light should turn solid green.

7. DTA/DTA msg Activation/Device Activation

492434

DA 03 Verify Signal2

2. With your Comcast remote control, please verify if you are able to view at least three clear channels.

7. DTA/DTA msg Activation/Device Activation

492435

DA 03 Verify Signal3

3. Please check to see if you can change the volume by pressing the up and down buttons on your Comcast remote control.

7. DTA/DTA msg Activation/Device Activation

492436

DA 03 Verify Signal4

7. DTA/DTA 4. Please check if you can turn on and off your TV using the Comcast remote control. msg Activation/Device Activation

492437

DA 04 Signal Successful

That's great, it appears that the signal that was sent has been successful in activating 7. DTA/DTA your cable box. msg Activation/Device Activation

492438

DA 05 Signal Fail Indicator Light

492439

Troubleshooting Step

492440

Empathy - DTA not activated

492441

Empathy - 2nd time activating a DTA box

492442

Empathy - 2nd time Activating DTA Box - Work Together

492443

Empathy - Website Unsuccessful

Is the green light still blinking on the cable box? We will send a signal and try some troubleshooting steps, if needed, to get the equipment to work. I understand the inconvenience when your equipment is not activated and you are unable to watch your favorite shows. I apologize for the frustration with activating your DTA box. I'll make sure we get this resolved for you as quickly as possible. Apologies for the inconvenience. I'm here and ready to work with you to get this resolved ASAP. I'm sorry that you are having difficulty activating your cable box through our website. I'll be more than happy to help you activate it here today.

492444

Activation Transferred Chat

Welcome to the World of More. You have reached the DTA Activations Department. 7. DTA/DTA Please give me a minute or two to review your conversation with the previous agent. msg Activation/Greetings

7. DTA/DTA msg Activation/Device Activation 7. DTA/DTA msg Activation/Diagnose 7. DTA/DTA msg Activation/Empathy 7. DTA/DTA msg Activation/Empathy 7. DTA/DTA msg Activation/Empathy 7. DTA/DTA msg Activation/Empathy

492445

01 Post Activation - TV & Remote Synched

492446

02 Post Activation - Add VOD

This is an indication that your TV and remote are now synchronized. Please be reminded that your Comcast Remote Control will only turn the TV off. The DTA (Adapter) must always be on. Also, if you are interested in adding Video on Demand service or On-Screen Guide, feel free to take advantage of our advanced digital packages.

492447

03 Post Activation - Verify Channels

Are you able to see or hear any channels now?

492448

04 Post Activation - 1st Hit

Could I get you to check your channels now for picture and sound?

7. DTA/DTA Activation/Postmsg Activation 7. DTA/DTA Activation/Postmsg Activation 7. DTA/DTA Activation/Postmsg Activation 7. DTA/DTA Activation/Postmsg Activation

492449

05 Post Activation - Successful

Terrific! It appears that things may be working as they should. If you could please just check to ensure that you can view other channels before we continue.

7. DTA/DTA Activation/Postmsg Activation

492450

06 Post Activation - Unsuccessful

492451

08 Post Activation - Setting Expectations

492452

09 Post Activation - Check for Secure Connection

492453

Pre-Activation-Check for error messages (singular)

492454

Pre-Activation 01

492455

Pre-Activation 02

492456

Pre-Activation 03

492457

Pre-Activation 04

492458

Pre-Activation 05

492459

How Many TVs are Connected to DTA

492460

TVs Connected to Wall Outlet

492461

Probe - Number of Device to Activate

492462

Probe - Number of TVs affected

492463

Probe - Manner of Getting the Device

492464

Probe - Serial number (singular)

492465

Probe - Serial number(plural)

492466

Probe - Serial number format

492467

Probe - Location of the box

492468

Probe - Location of the boxes

492469

Probe - Experienced Issue Often

492470

Installation Probe1

492471

Installation Probe2

492472

Blinking LED Probe 1

492473

Blinking LED Probe 2

492474

Blinking LED Probe 3

492475

Blinking LED Probe 4

492476

CloseCaptioning Probe1

492477

Closed Captioning Probe2

492478

01 Probing - Devices

492479

02 Set Expectations: 725695

492480

03 Confirm Package Contents

492481

04 Probing Serial Number

492482

05 Probing Home

492483

06 Probing 1st Time Activating

492484

Recap Activation Successful - Ticket Number

492485

DTA RC07 - Program DTA Remote

492486

DTA RC08 - Program DTA Remote Step 1

492487

DTA RC09 - Program DTA Remote Step 2

492488

DTA RC10 - Program DTA Remote Step 3

492489

DTA RC11 - Program DTA Remote Step 4

Can you tell me if the status light on the cable box is solid green, and can you let me know any error messages that might be showing on the TV. The information helps us better understand what might be happening and how to resolve it. The digital adapters generally take just a few minutes to activate, but could take up to 45 minutes to receive their authorization signal and begin working properly. In most cases, it will be less than 10 minutes.

7. DTA/DTA Activation/Postmsg Activation 7. DTA/DTA Activation/Postmsg Activation

Please make sure that any cable boxes you have are connected directly to your TV and the coax cable is securely connected. The cable box should not be plugged into anything like a VCR or other device. Check that all TVs and cable boxes are turned 7. DTA/DTA Activation/Poston. Once you have checked that please let me know. msg Activation Do you see a 'Two blink and a pause' pattern on the status light of the digital adapter and an error message on the TV screen “We’ve detected an interruption of your 7. DTA/DTA Activation/Preservice...”? msg Activation 7. DTA/DTA Activation/PreBefore we activate your device, please confirm the following: msg Activation 1. The light on the front panel of the device is blinking. This signifies that the 7. DTA/DTA Activation/Prechannel plan is downloading. msg Activation 2. The TV is directly connected to the digital adapter. There should be no VCR or 7. DTA/DTA Activation/PreDVD Player or any other equipment in between the device and the TV. msg Activation 7. DTA/DTA Activation/Pre3. Both the digital adapter and the TV are turned on and are tuned in to channel 3. msg Activation 7. DTA/DTA Activation/Pre4. The cables from your TV to your device are securely connected. msg Activation 7. DTA/DTA How many TVs are already connected to a digital cable box? msg Activation/Probe How many TVs do you currently have that are just connected to the cable wall 7. DTA/DTA outlet? msg Activation/Probe 7. DTA/DTA How many devices would you like to activate today? msg Activation/Probe 7. DTA/DTA How many TVs are experiencing this problem? msg Activation/Probe 7. DTA/DTA Was the equipment delivered to you by UPS or did you pick it up at the local office? msg Activation/Probe 7. DTA/DTA May I please have the serial number of the device? msg Activation/Probe 7. DTA/DTA May I please have the serial number of the devices? msg Activation/Probe Serial numbers can be found on a white sticker at the back/bottom of the device and usually starts with M, GI, PA, TM, CS or SA followed by a series of numbers and 7. DTA/DTA letters. msg Activation/Probe 7. DTA/DTA Are you in the same room where the device and the TV are located? msg Activation/Probe 7. DTA/DTA Are you in the same room where the devices and the TVs are located? msg Activation/Probe 7. DTA/DTA May I know if this is an ongoing issue with this DTA box? msg Activation/Probe 7. DTA/DTA Have you connected the DTA box to your TV and the cable wall outlet? msg Activation/Probe 7. DTA/DTA Are the DTA boxes already connected to the TVs and the cable wall outlets? msg Activation/Probe 7. DTA/DTA May I know how the light is blinking? msg Activation/Probe 7. DTA/DTA Is the light blinking continuously in short intervals? msg Activation/Probe 7. DTA/DTA Does it blink three times and pauses continuously? msg Activation/Probe 7. DTA/DTA Do you see any messages on your screen? msg Activation/Probe May I know your specific concern on the closed captioning for this channel that you 7. DTA/DTA are currently watching? msg Activation/Probe May I know if the closed captioning is hard to read or it is not displayed on the 7. DTA/DTA screen? msg Activation/Probe 7. DTA/DTA How many devices will we be activating today? msg Activation/Probe It should take approximately 5 to 10 minutes to connect each digital adapter and 7. DTA/DTA program each remote. Do you have time to proceed? msg Activation/Probe Let's make certain you have everything you need in your Self-Installation Kit. Please confirm you have the following items: Digital Adapter Coaxial Cable Power Cord 7. DTA/DTA Remote Control 2 AA Batteries Remote Control Signal Receiver Adhesive Fasteners msg Activation/Probe Would you please provide me the last 4 digits of the serial number on each cable 7. DTA/DTA box? The serial number usually starts with MA, M, GI, PA, TM, CS, PK. msg Activation/Probe 7. DTA/DTA Are you in the room where the cable box and TV are located? msg Activation/Probe 7. DTA/DTA Is this the first time you have activated this device? msg Activation/Probe I am glad that we were able to activate your cable TV today. I hope you enjoy your services. Let me provide you with your ticket number for the work we have done 7. DTA/DTA today. You can keep this for your own records. Your ticked number is: msg Activation/Recap 7. DTA/DTA Let's program your Comcast DTA Remote Control by following these steps: msg Activation/Remote Control 7. DTA/DTA 1. Turn on the TV. msg Activation/Remote Control 2. Press and hold the "SET" button until the Red Light blinks twice, then release 7. DTA/DTA "SET". msg Activation/Remote Control 3. Key in the first five-digit code for your TV. If the Red Light blinks twice, you have successfully programmed your Comcast Remote Control. If the Red Light displays one long blink, repeat steps 2 and 3 with the next five-digit code for your TV. 4. Aim the Comcast Remote Control at your TV and press Power once. The TV should turn off. If it does not respond, repeat steps 2 and 3. Try each code for your TV brand until you find one that works.

7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control

492490

DTA RC12 - Program Volume

492491

DTA RC13 - Determine Next Steps

Please follow these steps to program your remote controls volume: 1. Press and hold SETUP button until the selected mode key blinks twice then release SETUP button. 2. Enter 9 - 9 -3 and then press "Vol +" or "Vol -" once or more times until the television turns off. 3. Press "Set" once to lock in the code. The red light on the 7. DTA/DTA remote will blink twice. 4. Press Power to turn your television on. msg Activation/Remote Control 7. DTA/DTA Let me know if that worked and we'll determine the next steps. msg Activation/Remote Control

492492

DTA RC14 - Reprogram Different Codes

Please reprogram the remote control using the programming steps that I had provided earlier. This time replace the 9-9-1 with the television code that I will be providing below. If one code does not work I will provide you another to check.

492493

DTA RC15 - Reprogram Codes

492494

DTA RC16 - Verify Remote Functionality V1

492495

DTA RC17 - Verify Remote Functionality V2

492496

DTA RC18 - Verify Remote Functionality V3

492497

DTA RC19 - Verify Remote Functionality V4

492498

DTA RC20 - Verify Remote Functionality V5

492499

DTA RC21 - Successful

492500

DTA RC22 - Program Unsuccessful

492501

DTA RC23 - Remote Alternative

492502

DTA RC25 - Broken Remote Control

492503

DTA RC26 - Tech Swap-Remote

If the remote that came with your cable box is not working you may be able to use your existing TV remote until you can return the defective remote to your local 7. DTA/DTA office for replacement. Please refer to your manufacturers manual to program it. msg Activation/Remote Control If your remote control is broken, we will provide you a new remote at no additional charge. Simply bring your old remote to one of our service centers and swap it for a 7. DTA/DTA new one. msg Activation/Remote Control If you require a Comcast technician to come to your house to swap out your remote, 7. DTA/DTA charges may apply and will vary by market. msg Activation/Remote Control

492504

DTA RC27 - Program Remote Link

Once you have received your new remote, you will need to program it to work with your TV and other equipment. You can find instructions for programming the remote in the user manual. You can also go to the link below for the instructions: www.xfinity.com/remotes or www.comcast.com/remotes

492505

DTA RC01 - Probing

Do you need any assistance in programming your remote control?

492506

DTA RC02 - Probing Remote Type - 24383

492507

DTA RC03 - Probing Remote Type

492508

DTA RC04 - Brand of TV

What color is your remote? Do you have the remote with the red ok button? On the remote that came with the cable box you should see a "Set" or "Setup" button and the "CH+" button. Do you see these buttons? May I please have the brand name of the your TV? It will help me search for the correct codes to be used in programming your remote control.

492509

DTA RC05 - Program Remote1

492510

DTA RC06 - Program Remote2

492511

DTA OfferSurvey2

492512

DTA Activation Transfer Out to Other

492514

DTA Refer to Local

492515

DTA Refer to Custer Service voice

492516

DTA Refer to Business/comercial voice

Here are the codes: Is the Comcast remote working with the TV? Please check to ensure you can change channels, turn the volume up and down, power on and off, and the number pad functions. We need to check a few things to determine if your remote is working properly. Using your Comcast remote, are you able to clearly view at least 3 channels, change the volume by pressing the up/down button and turn the TV on and off? Please check to see if the remote that came with your cable box can change channels, turn the volume up and down, power on and off, and the number pad works. With the Comcast remote, you should be able to change channels, control the volume, and turn the TV on and off. If one or more of these functions do not work, let us search for your TV code. Please let me know if we are now able to turn the TV on and off, control the volume up and down on the TV and change the channel on your DTA. Great! Your remote control is now synchronized with your television. I will be leaving a note here on the account as to your situation for when you visit the office to have the remote control swapped.

Please follow these steps in programming your remote control: 1. Turn on your television. 2. Press and hold "Set" until the red light on the remote blinks twice. Release "Set" button. 3. Enter 9-9-1. The red light on the remote will blink twice. 4. Point the remote to the television and press "CH +" one or more times until the television turns off. 5. Press "Set" once to lock in the code. The red light on the remote will blink twice. 6. Press Power to turn your television on. Just a friendly reminder - if you have a few seconds, please let us know how your experience was today by completing the survey at the end of our chat! I'm sorry but I am unable to address that for you. This department activates devices and provide information on Comcast World of More. We do however, have a chat group that handles your request. I am sorry but we are unable to process your request. Please contact your nearest local office and they will be happy to help you. Please call 1-800-COMCAST (1-800 266-2278) to speak to a live customer service specialist who can assist you further. Please call 1-800-391-3000 to speak to a live customer service specialist who can assist you further. I see that Cable service is provided to you by the Owner or Management of the apartment complex. We have a special department to handle these accounts. I would be happy to provide the phone number of this department, but before that, is anything else I can help you with? I am glad you chose Comcast as your service provider. Unfortunately, you have been connected to our department handling residential accounts. I'm totally jazzed I could help you out - you made my day! :) Thanks for the chat! Do you mind hanging on for a few seconds while I connect you to the next representative? I had a wonderful time speaking with you today. We are grateful to have you as a Comcast customer. Thank you for your continued business. Thank you for contacting Comcast, where we are proud to offer the Xfinity Customer Commitment. How can I help you?

7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control

7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control

7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Remote Control 7. DTA/DTA msg Activation/Survey 7. DTA/DTA msg Activation/TransferOut msg 7. DTA/DTA Common msg 7. DTA/DTA Common msg 7. DTA/DTA Common

492517

DTA Refer to Bulk Account Agents

492518 492519

Incorrect Queue Branding-Dta Chat Closing ver 2

492520

DTA Transfer Out

492521

Branding-Dta Chat Closing ver 1

492513

DTA Welcome - Xfinity Cust Commitment

492522

Reason for Verification

492523

DTA Not Authorized

492524

DTA Validation Not Authorized Person 2

492525

DTA not authorized ver 3

492526

Advise to Add Authorzed User

492527

DTA TY for Patience

Comcast always keeps your privacy and security as the first priority. We need to communicate with the account holder or an authorized user to provide account 7. DTA/DTA specific information. Please ask the account holder to add you as an authorized user. msg Common/Authentication I apologize but we are unable to make any changes on the account. Only the account holder or an authorized person may make changes to the account. Please 7. DTA/DTA ask the account holder to contact us to add you as an authorized user. msg Common/Authentication I apologize but we are unable to make any changes on the account. Only the account holder or an authorized person may make changes to the account. Please 7. DTA/DTA ask the account holder to contact us to add you as an authorized user. msg Common/Authentication 7. DTA/DTA Thank you for your patience and taking the time to work on this with me today. msg Common/Closing

492528

DTA Order Entry Transfer to Billing

You have reached Comcast World of More - Project Cavalry and we are unable to process the payment here. I will be happy to transfer you to our Billing Department so that you can pay through one of our specialist today. Is there anything else I can help you with before I transfer your chat?

492530

Comcast Contact Numbers

If you need additional assistance in the near future, please do not hesitate to contact us at 1-800-COMCAST or 1-800-266-2278. Comcast also offers excellent FAQs for all 7. DTA/DTA products and services and Help forums located at http://www.comcast.com msg Common/Closing

This is to ensure we are accessing the correct account. I am sorry but I would not be able to discuss the account information without account verification. I can answer any general queries that you may have.

msg 7. DTA/DTA Common msg 7. DTA/DTA Common msg 7. DTA/DTA Common msg 7. DTA/DTA Common msg 7. DTA/DTA Common msg 7. DTA/DTA Common 7. DTA/DTA msg Common/Authentication 7. DTA/DTA msg Common/Authentication

7. DTA/DTA msg Common/Closing

492531

DTA Additional Assistance

492532

Trans Out to Billing2

492529

Customer Commitment- 3

492533

Area Not WOM Ready

492534

Empathy - Here to Help

492535

Empathy - Problem Activating

492536

Empower - Resolution Leading Statement

492537

Features and Benefits: DTA1

492538

Features and Benefits: DTA2

492539

Features and Benefits: DTA3

492540

Features and Benefits DTA4

Is there anything I can help you with today? I'll be happy to assist you further. We at COMCAST value our customers. My colleagues in the Billing Department specialize in addressing your concern.

As part of our Xfinity Customer Commitment, we promise to offer easy-tounderstand packages and provide you with a clear bill. A call or visit to our website makes it easy to find a package that’s right for you. We aim for the same clarity with our bills. You can view your monthly statement and service details anytime by 7. DTA/DTA visiting www.comcast.com msg Common/Closing I apologize but DTA box is not yet available in your area. We will let you know as 7. DTA/DTA soon as these are available. Thank you for your interest in DTA box. msg Common/Eligibility 7. DTA/DTA I understand your concern. I will be here to help you throughout this chat. msg Common/Empathy I'm very sorry for the inconvenience. Let me take a few moments to look at your 7. DTA/DTA account so I can get moving on fixing this! msg Common/Empathy I respect your opinion, and I acknowledge your concern. Here is what we can do 7. DTA/DTA now. msg Common/Empower 7. DTA/DTA Programming through the adapter is delivered in digital quality picture and sound Common/Features and (standard definition). msg Benefits 7. DTA/DTA DTA will be beneficial for you when Comcast eventually moves more channels to Common/Features and digital delivery. msg Benefits 7. DTA/DTA Common/Features and The DTA will also help you receive all the channels that you are subscribing to. msg Benefits 7. DTA/DTA While I update your account, let me share some feature and benefits of a digital Common/Features and transport adapter. msg Benefits

492541

DTA vs. STB1

492542

Corporate Detail Info 1

492543

Corporate Detail Info 2

492544

Corporate Detail Info 3

A DTA lets the analog TV display the digital signals. It is very small and plugs directly into any cable ready TV. It also comes with a new, simple remote control. Having a DTA simply allows you to continue viewing all of your standard cable channels in digital format. I’m glad to hear that you are not only interested in our products but in Comcast as a corporation. I understand that knowing Comcast as a corporation is just as important as knowing more about our products and service. Comcast corporate headquarters are located at: One Comcast Center Philadelphia, PA 19103 215-286-1700

492545

Corporate Info Link

You may also visit our website www.comcast.com to learn more about Comcast’s corporate profile or you may click on this link: http://www.comcast. com/corporate/about/pressroom/corporateoverview/corporateoverview.html to directly bring you to Comcast’s corporate profile.

492546

DTA Availability Local

According to our system, there are boxes in stock at the Service Center nearest you, however, this is not a guarantee that the item will be available when you stop in.

492547

DIGITAL EQUIPMENT INFORMATION

492548

DTA vs. STB2

492549

TRANSFERRED CHAT

492550

Outage Level 1 Detected

492551

Ask permission to continue with Outage

492552

Outage Level 2 with ETA

492553

Outage Level 2 with no ETA

492554

Outage level 2 Notification

492555

Process Credit due to Outage

492556

Outage Notification from level 1 to level 2 Version1

7. DTA/DTA msg Common/Closing 7. DTA/DTA msg Common/Closing

7. DTA/DTA msg Common/General Info 7. DTA/DTA msg Common/General Info 7. DTA/DTA msg Common/General Info 7. DTA/DTA msg Common/General Info

7. DTA/DTA msg Common/General Info 7. DTA/DTA msg Common/General Info 7. DTA/DTA msg Common/General Info

Let me explain the difference between a set top box and an adapter. A digital converter provides our customers all the channels in their Comcast Digital package, plus On Demand, Pay Per View, the On-Screen Programming Guide, and 7. DTA/DTA Music Choice. msg Common/General Info Welcome to Comcast World of More where we dream big. I have reviewed you conversation with the previous agent and I am happy to get the chance to serve you 7. DTA/DTA today. msg Common/Greetings I have checked our system and it appears here that there is an outage reported in 7. DTA/DTA your area. We apologize for the inconvenience that this may cause to you. msg Common/Outages Your service interruption is caused by an outage in your area. We can still try to 7. DTA/DTA resolve your issue by sending a hit to the cable box. Would you like to proceed? msg Common/Outages Our technicians and engineers are currently working to resolve this issue as soon as 7. DTA/DTA possible. Thank you for your patience and understanding msg Common/Outages Our engineers have determined that you are part of a larger service interruption that is affecting other customers. They are working to fix the problem and hope to 7. DTA/DTA restore your service as quickly as possible. msg Common/Outages Your service interruption is caused by technical difficulties with the cable line or equipment. There can be many reasons for this and our technicians and engineers are investigating the exact cause of the problem. Once the problem is fixed, your service will be restored. We would be happy to credit you for the time your service is down. I can transfer this chat to one of our representatives to process this for you today. I have checked our system and it appears here that an outage was detected and several customers have the same concern. Our engineers have determined that you are part of a larger service interruption.

7. DTA/DTA msg Common/Outages 7. DTA/DTA msg Common/Outages 7. DTA/DTA msg Common/Outages

492557 492558 492559

Outage Notification from level 1 to level 2 Version2 Additional Probing Additional Probing 2

492560

CSAT1 Initial (DTA)

492561

CSAT2 Follow-Up (DTA)

We make sure that all our customers expecting a technician at this hour are notified and we apologize if you did not receive our notification. Rest assured our technicians are working to fix the problem and hope to restore your service as quickly as possible. I will be glad to assist you. Could you please tell me more about your concern? I just need to confirm a few other details with you about the account. Just to let you know, at the end of this chat there will be a short survey. I would appreciate it if you would take a moment to complete it so we can continue to improve the service we provide to you. Just a friendly reminder to please complete the survey I mentioned earlier in this chat. Your feedback will help us to continue improving how we serve you.

492562

CSAT2 Follow-Up Appreciate Your Time (DTA)

I appreciate you taking the time to chat with us. I would appreciate your feedback about the service you experienced with me today. As a reminder, please take a moment to participate in the short survey that appears when you close this chat.

7. DTA/DTA msg Common/Survey

CSAT2 Follow-Up Issue Resolved (DTA)

I'm glad I had the opportunity to resolve your issue. It is my goal to exceed your expectations, and I hope that you will take a moment to complete the short survey I mentioned earlier; your feedback will help us to continue improving how we serve you. Thank you for contacting Comcast and have a great day.

7. DTA/DTA msg Common/Survey

492564

CSAT2 Follow-Up Work With You (DTA)

I'm glad I had the opportunity to work with you. It is my goal to exceed your expectations, and I hope that you will take a moment to complete the short survey I mentioned earlier; your feedback will help us to continue improving how we serve you. Thank you for contacting Comcast and have a great day.

492565

No Customer Response 1st Minute

492566

No Customer Response 2nd Minute

492563

492567

No Customer Response 3rd Minute

492568

DTA Transfer Out with Additional Assistance

Do you need additional information? Were you able to receive my last message? Due to inactivity, I will need to close the chat session if a reply is not received in one minute.

7. DTA/DTA msg Common/Outages msg 7. DTA/DTA Common/Probe msg 7. DTA/DTA Common/Probe 7. DTA/DTA msg Common/Survey 7. DTA/DTA msg Common/Survey

7. DTA/DTA msg Common/Survey 7. DTA/DTA Common/Timemsg Out Process 7. DTA/DTA Common/Timemsg Out Process

I apologize for the inconvenience but I need to close the chat session. Thank you for contacting Comcast. If you have any further questions, please feel free to contact us again. If you need additional assistance you can chat back on our Web site at http: 7. DTA/DTA Common/Time//www.comcast.com/Support/ msg Out Process I would be happy to connect you with the department that can help you with your inquiry further. Is there anything else I could help you with before I transfer your 7. DTA/DTA chat? msg Common/Transfer Out

492569

Connect before transferringto Business

492570

Verification of the Account

492571

Wrong Phone Number in the Account

492572

SSN probing

492573

Additional Verification

492574

DTA Verification1

492575

Closing - Provide Confirmation Number

492576

Closing - Provide Days of Delivery

I am glad you chose Comcast as your service provider. Unfortunately, you have been 7. DTA/DTA connected to our department handling residential accounts. msg Common/Transfer Out 7. DTA/DTA Let me go through your account first to verify the details. msg Common/Verification Do you have any other phone number that may have been used when you signed up 7. DTA/DTA for the account? msg Common/Verification Just for security purposes, could you also please verify the last four digits of your 7. DTA/DTA Social Security Number? msg Common/Verification Could you also please confirm any two of the following: 1. Account number 2. 7. DTA/DTA Service address (home address) 3. Amount of last payment made on the account msg Common/Verification To ensure that I have opened the right account, can you please verify the name and 7. DTA/DTA the phone number on the account? msg Common/Verification 7. DTA/DTA Order Please take note of your confirmation number for future references. Here it is: msg Entry/Closing Please be informed that it would take approximately three to five business days for 7. DTA/DTA Order you to receive the equipment. It will be delivered via UPS. msg Entry/Closing

492577

Closing - Provide content of the SIK

492578

End a chat -Order Entry

492582

Email Confirmation not on file

492583

Email confirmation on file

The kit you will receive includes everything you will need to install the equipment and activate the service – the Digital Transport Adapter, a power cord, a remote with two AA batteries, a remote control signal receiver, a three-foot coaxial cable, two adhesive fasteners, and a DTA Easy Setup Guide. Thank you for your patience and taking the time to work on this with me today. Thank you for contacting Comcast World of More. It has been a pleasure assisting you today. Thank you, we are almost finished scheduling your appointment. Do you want to update your email address on account? Thank you, we are almost finished scheduling your appointment. I see that we currently have an email address on record for you. Is this your current email address:

Customer Hesitant to give Email/Reason for Email

This email will help provide you with: 1) A reminder of your service appointment date and time 2) Written confirmation your order was processed correctly 3) Confirmation of the products and services ordered 4) Information on how to reschedule the appointment. May I please have your email address so that we can provide you with this helpful information?

492584

492585

Order Entry-Recap

492586

Order Entry Additional Assistance ver1

492587

Order Entry Additional Assistance ver2

7. DTA/DTA Order msg Entry/Closing 7. DTA/DTA Order msg Entry/Closing 7. DTA/DTA Order msg Entry/Closing 7. DTA/DTA Order msg Entry/Closing

7. DTA/DTA Order msg Entry/Closing

Just to recap, I have successfully processed your order for one set top box and two DTAs. These ordered equipment will arrive within three to five business days. Since you are a valued customer, we will send you the equipment free of shipping and 7. DTA/DTA Order handling cost. msg Entry/Closing I'm glad I was able to help you today. Are there any other questions I could help you 7. DTA/DTA Order with today? msg Entry/Closing It was a pleasure assisting you today. Will there be anything else that I may assist 7. DTA/DTA Order you with? msg Entry/Closing

492579

Customer Commitment - Installation1

492580

Customer Commitment- Instalaltion2

492581

Customer Commitment Illinois Instalaltion2

492588

Empower- DTA Process Order

492589

Empower- Digital Adapter Process Order

492590

Empower - Order Status

492591

Connect - Process Order

492592

Empower - Quickly Process Order

492593

Connect: Cancel DTA Order

492594

Connect: Processed Order in Website?

492595

ES - Additional DTAs

492596

ES - View Expanded Channels

492597

ES - STB & DTA

492598

DTA not needed

492599

DTA Not yet Available

492600

ES - Additional B1 DTAs

492601

ES - 2 Free DTAs

492602

Empower- Process Order

492603

Empathy - Right Equipment

492604

Empathy - Importance to Order

As part of our Xfinity Customer Commitment, we promise that if you ever need our assistance, we will be on time for appointments and resolve any routine issues you experience in one visit, or else we will either credit you $20 or give you a free 7. DTA/DTA Order premium channel for three months. msg Entry/Closing As part of our Xfinity Customer Commitment, we promise that we will be on time for appointments, or else we will either credit you $20 or give you a free premium 7. DTA/DTA Order channel for three months. msg Entry/Closing As part of our Xfinity Customer Commitment, we promise that we will be on time for appointments , or else we will either credit you $25 or give you a free premium 7. DTA/DTA Order channel for three months. msg Entry/Closing 7. DTA/DTA Order I understand that you want to place an order for a DTA. I will gladly process your Entry/Connect with order so that you can enjoy better picture quality and sound. msg Customer 7. DTA/DTA Order I understand that you would like to order digital adapters. You have reached the Entry/Connect with correct department. I can certainly process your order today. msg Customer 7. DTA/DTA Order Entry/Connect with I will be more than happy to update you regarding your order status. msg Customer 7. DTA/DTA Order I know how precious your time is. I am happy to process your order in a timely Entry/Connect with manner. msg Customer 7. DTA/DTA Order I understand that you are in a hurry. I will process your order as quickly as possible. Entry/Connect with Please stay online till I finish processing your order. msg Customer 7. DTA/DTA Order Entry/Connect with I understand that you want to cancel your DTA order; is this correct? msg Customer 7. DTA/DTA Order May I know if you processed this order online, through a chat representative or over Entry/Connect with the phone? msg Customer The first two DTAs that you will receive will be absolutely free of charge. Any 7. DTA/DTA Order additional device will be charged a low monthly fee of $1.99. msg Entry/Eligibility You are eligible for two free digital adapters and you will be able to view the 7. DTA/DTA Order expanded channels with them. msg Entry/Eligibility I am happy to inform you that you are eligible for the free set top box and DTAs (Digital Transport Adapters). You only need a digital device for your TV that is 7. DTA/DTA Order directly connected to the cable wall outlet. msg Entry/Eligibility I have checked your account and you do not need any equipment in order for you to 7. DTA/DTA Order continue receiving the channels that you have right now. msg Entry/Eligibility I am glad that you are interested in ordering a DTA box. However, DTA is not available in your area at this time. Rest assured that we will inform you when this 7. DTA/DTA Order service is available in your area. msg Entry/Eligibility The first two DTAs that you will receive will be absolutely free of charge. Any 7. DTA/DTA Order additional device will be charged a low monthly fee of $0.50. msg Entry/Eligibility I am happy to inform you that you are eligible for the two free DTAs (Digital Transport Adapters). You only need a digital device for your TV that is directly 7. DTA/DTA Order connected to the cable wall outlet. msg Entry/Eligibility I understand that you want to place an order for a DTA. I will gladly process your 7. DTA/DTA Order order so that you can enjoy high quality digital video. msg Entry/Empathy I understand how important it is for you to ensure that you have the right equipment needed to keep your channels running once the digital migration has 7. DTA/DTA Order taken place. msg Entry/Empathy I know how important it is for you to successfully place your order for the digital 7. DTA/DTA Order adapter so you may continue enjoying your cable service. msg Entry/Empathy

492605

Empathy - Error Online

I can understand how frustrating it is when you cannot place an order online. Rest assured, I will take care of this for you and help you in ordering our digital boxes.

7. DTA/DTA Order msg Entry/Empathy

DTA - Cablecard

A CableCARD is a device about the size of a credit card that can be used with a digital-cable-ready television instead of a set top box. If you prefer to use a CableCARD instead of using a Digital Cable set-top box, you will only be able to receive one way Digital Cable channels and will not be able to access ON DEMAND, pay-per-view and the interactive programming guide.

7. DTA/DTA Order msg Entry/Equipment

492606

492607

DTA - Device Price

The pricing for the set top box and DTAs is not a promotional offer set to expire after a given date. Comcast includes one digital set top box and up to two DTAs, as part of your existing Expanded Basic service, at no additional charge. Please understand, as with all products and services, prices are subject to change. However, if your service charges are increased at any time in the future, Comcast will send you notice prior to 7. DTA/DTA Order making that change. msg Entry/Equipment

492608

DTA - Device Preferences

492609

DTA - Digital-cable-ready TV

492610

FIRST HAND CUSTOMERS v2

492611

DTA - DTA Shipping

Comcast will give you a number of choices based on your viewing preferences. If you want On Demand, Pay Per View, Music Choice, and Interactive Program Guide, a digital cable box will be required. If you want standard and expanded cable a DTA will be all that’s needed. If you only want limited cable (local and broadcasting channels) there is no equipment required. A digital-cable-ready TV is television that can receive digital cable service using a device that is about the size of a credit card, called a CableCARD, instead of a set-top box. You have reached Comcast DTA Order Entry Department where we are proud to offer the Comcast Customer Guarantee. It is a pleasure to have you on chat. How are you today? Here at Comcast, we value your preference. You have the option to have your order shipped via UPS, where shipping and handling fee is for free.

492612

DTA - Take Option

Would you like to take this option?

492613

DTA - Excellent Choice

You made an excellent choice!

492614

DTA - DTA Tech Install

492615

DTA - Local Office details

7. DTA/DTA Order msg Entry/Equipment 7. DTA/DTA Order msg Entry/Equipment 7. DTA/DTA Order msg Entry/Greetings 7. DTA/DTA Order msg Entry/Install Options 7. DTA/DTA Order msg Entry/Install Options 7. DTA/DTA Order msg Entry/Install Options

You have the option to have the equipment installed by our technician (has one time installation charge depending on the market area), or pick up your order at your nearest local center (devices will be provided right away). May I know which do you 7. DTA/DTA Order prefer? msg Entry/Install Options 7. DTA/DTA Order Here are the complete details of your local office: msg Entry/Local Office

492616

DTA - Local Office link

492617

DTA - Pay Past Due

492618

DTA - Payment Options

For future references, you can go to the link below for a complete information of your nearest local office: https://www.comcast.com/Localization/Localize.cspx? Referer=%2fCustomers%2fContactus%2fPaymentcenter%2fLocatePaymentCenter. ashx%3farea%3d0 I understand you would like to have this order processed as soon as possible. Once the balance has been paid we can proceed with your order. I'd be glad to process your payment immediately via this chat, or you can make a payment online anytime at https://customer.comcast.com/m.

492619

Number of DTA Order

May I know how many boxes would you want to order today?

492620 492621 492622

Confirm Number of DTA DTA - Verify Shipping DTA - Order Confirmation Number

492623

DTA - Adult(SIK)

492624

DTA - UPS

492625

DTA - Delivery Days

Just to confirm, you are ordering two (2) digital adapters today, is that correct? Please verify if the shipping address is at: I have successfully processed your order. Here is your confirmation number: Please be advised that someone 18 years or older should be in the address when your order for the digital equipment are delivered to ensure that they are personally received. msg 7. DTA/DTA Order Entry/SIK If no one is available for any reason, UPS will just leave them at a safe place within your address, out of sight and out of weather, at the driver's discretion. msg 7. DTA/DTA Order Entry/SIK Please be informed that it would take approximately three to five business days for you to receive the equipment. It will be delivered via UPS. msg 7. DTA/DTA Order Entry/SIK

492626

DTA - SIK Components

The equipment will come as a self install kit and will include everything you will need to install and activate the service - the digital device includes: 1. Power cord 2. Remote with two AA batteries 3. Remote control signal receiver 4. Three-foot coaxial cable 5. Two adhesive fasteners 6. And a self install guide. msg 7. DTA/DTA Order Entry/SIK

492627 492628

DTA Adult (SIK) ver 2 DTA (SIK)List of valid IDs

492629

DTA Refer to Local with instructions

492630 491876

Install Options: Local Office Pickup aaaa

492385

Activation Introduction

Please make sure that an adult (at least 18 years old) must be at the house during the installation with a valid ID in the event that the account holder is not available. I will be glad to provide you a list of valid IDs that our technicians can accept. You can also pick a DTA box from your nearest local office at no cost. Please visit our local office and bring with you a valid photo ID. I understand you want to pick up your order at your nearest local center so that you can get the devices right away and be able to activate and enjoy your Comcast service, right? Notes I understand you are unable to access the Internet and have received an error referring you to Customer Service. I apologize for any inconvenience and I'll be glad to help you.

7. DTA/DTA Order msg Entry/Local Office 7. DTA/DTA Order msg Entry/Payments 7. DTA/DTA Order msg Entry/Payments 7. DTA/DTA Order Entry/Probing and msg Paraphrasing 7. DTA/DTA Order Entry/Probing and msg Paraphrasing msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK

msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK 7. DTA/DTA Order msg Entry/TransferOut 7. DTA/DTA Order msg Entry/TransferOut msg aaa

msg Activation

492386

Authentication

492387

Authentication Complete

492388

Authentication not completed

Authentication is required to correctly associate your modem and account. This will prevent others from committing fraud on your account by using unauthorized modems. To authenticate your account, I'll need the following information: First and last name Full billing address on the account (including city, state and ZIP) Telephone number on the account Amount of last payment on the account And, one of the following: Last four digits of the social security number on the account, or Driver's license number msg Activation Thank you. I have been able to authenticate your account with the information provided. I can now begin rebuilding your account, and once finished your Comcast High-Speed Internet service will be restored. msg Activation I do apologize; however, if you are unable to provide each of the authentication items requested, I am unable to restore your service. Please contact us back when you are able to provide the information requested. msg Activation

Explanation

The error you received indicates that your modem is not properly registered on our network. We've recently identified a bug on our network which has allowed Comcast High-Speed Internet access to modems that have not been properly registered or associated to accounts. A fix has been implemented to identify all the affected accounts and equipment, and now we're working through a cleanup process to provision equipment, rates and services to the correct accounts.

492389

492390

Explanation2

492391

Leased Fee (Must Customize)

492392

No current account at address

492393

Not authorized on account

492394

Obtain MAC Address

As part of the cleanup process, we are reaching out to affected customers (in the form of the error message you have received). To restore your service, we must authenticate your account, and then rebuild it to ensure the correct equipment, rates, and services are associated to your Comcast High-Speed Internet account. Since you are using a leased modem, your account is subject to a modem rental fee. The fee is There is no active account at the address provided. At this point, a new account must be built in order to restore your services. I do apologize; however, you are not listed as an authorized user on the account. Please have the account holder contact us to complete authentication and we'll be happy to restore your services. Please look at the back of your modem and provide me with the MAC address. It will be a 12-digit number, comprising of numbers and letters, and may be separated by colons or dashes (example: 09:00:07:G9:B2:EB).

msg Activation

msg Activation msg Activation msg Activation

msg Activation

msg Activation

492395

Unable to provide last payment amount

492396

Verify equipment

141912

Remote Assist Push

I do apologize, but the last payment amount is required to fully authenticate the account. The majority of people who have been exploiting the opportunity to use unauthorized modems on our network may have access to other personal and proprietary information. So as to better protect our customers, we felt it was necessary to require a greater level of authentication before we can allow the modem back on to the network and associate it to your account. msg Activation I need to confirm some information to ensure we associate the correct equipment to your account. First, was your modem supplied by Comcast, or did you purchase your own? msg Activation http://www.comcastsupport.com/sdccommon/asp/msidownload.asp? cmd=downloadexe&packageid=849020EF-BCCB-4B79-ADA3-0A7074F01803 url All - HSI

30 Day

I would like you to know that our product offers are covered with a 30 day money back guarantee. Should you feel that the product is no longer for you, for any reason at all. Just return the equipment/s in good condition and there will be no strings attached. msg General

492667

I would like you to know that our product offers are covered with a 30 day money back guarantee. Should you feel that the product is no longer for you, for any reason at all. Just return the equipment/s in good condition and there will be no strings attached. When you are ready to set up your equipment on , please log on to http://www. comcast.com/activate to fully activate your service. Please still contact 1-855-OK-BEGIN (1-855-652-3446) or log on to http://www. comcast.com/activate to fully activate your service. You have reached the right person today. Together we will come up with the best solution to meet your needs. You are in the right department. I am going to make sure we get your requests taken care of today.

492668

30 Day Guarantee

492669

SIK1

492670

sik2

492631

Come Up With Best Solution

492632

Right Department, Requests Taken Care Of

492633

When Did Problem First Start?

492635

Resolved Issue, Ask Few Questions

492636

May I Ask a Few Questions?

492640

Why Decide to Remove?

492641

Describe Issue?

492650

Current Provider For Service?

492647

Long Distance Calls?

492648

Current Provider Home Phone?

492649

Cost of Current Phone Service?

492639

What Phone Features Are Important?

492657

Where Make Calls To?

492658

How Stay in Touch?

492638

How Do You Use Internet?

492645

Multiple Devices Connected?

492646

Stream Videos or Gaming?

492654

Who Uses Internet?

492655

How Often Use Interent?

492656

What Devices Use Internet?

492659

How Monitor Home?

492651

Favorite TV Programs?

492652

Who Watches Most TV?

492653

Favorite VOD Programs?

492637

Type of Programming Does Family Enjoy?

492642

Favorite Channels?

492643

Enjoy Watching On Demand?

492644

Utilizing Your DVR Services?

msg General Retention Pilot/04. Take msg Ownership Retention Pilot/04. Take msg Ownership Retention Pilot/06. Ask When did your problem first start? msg Targeted Questions Now that we have resolved the issue, may I ask you a few questions to see if you are Retention Pilot/06. Ask still currently in the best option that suits you and your family’s needs? msg Targeted Questions May I ask you a few questions to allow us to create a package that is flexible to your Retention Pilot/06. Ask budget and household needs? msg Targeted Questions Retention Pilot/06. Ask What brought you to the decision to remove services? msg Targeted Questions Retention Pilot/06. Ask Can you describe your concerns/issue so I can see how to resolve it? msg Targeted Questions Retention Pilot/06. Ask I see you don't have our [INSERT LOB] service. Who's your provider for that service? msg Targeted Questions Retention Pilot/06. Ask Are you making a lot of long distance calls? msg Targeted Questions/CDV Retention Pilot/06. Ask Who is your current provider for your home phone? msg Targeted Questions/CDV Retention Pilot/06. Ask How much are you paying for your current phone service? msg Targeted Questions/CDV Retention Pilot/06. Ask What are the features that are most important on your phone? msg Targeted Questions/CDV Retention Pilot/06. Ask Where do you make calls to? msg Targeted Questions/CDV Retention Pilot/06. Ask How do you stay in touch with friends and family? msg Targeted Questions/CDV Retention Pilot/06. Ask How do you use the internet? msg Targeted Questions/CHSI Retention Pilot/06. Ask Do you typically have multiple devices connected to your internet service? msg Targeted Questions/CHSI Retention Pilot/06. Ask Do you do any streaming videos or gaming online? msg Targeted Questions/CHSI Retention Pilot/06. Ask Who uses the internet in your home? msg Targeted Questions/CHSI Retention Pilot/06. Ask How often are you on the internet? msg Targeted Questions/CHSI Retention Pilot/06. Ask What types of devices do you use the internet for? msg Targeted Questions/CHSI Retention Pilot/06. Ask Targeted Questions/Home How do you monitor your home? msg Security Retention Pilot/06. Ask What kind of TV programs do you like to watch? msg Targeted Questions/Video Retention Pilot/06. Ask Who in the home watches TV the most? msg Targeted Questions/Video Retention Pilot/06. Ask When you use our free VOD, what programming do you like best? msg Targeted Questions/Video Retention Pilot/06. Ask What type of programming does your family enjoy? msg Targeted Questions/Video Retention Pilot/06. Ask What channels do you and your family value most? msg Targeted Questions/Video Retention Pilot/06. Ask Do you enjoy watching movies/TV shows On Demand? msg Targeted Questions/Video Retention Pilot/06. Ask Are you utilizing your DVR services? msg Targeted Questions/Video

Bill Month in Advance

I want to let you know we bill a month in advance. After installation of your upgraded service, your next bill will reflect a month of service, taxes, fees and installation charges. Plus, it will include charges for the following month. After that, your bill will only be for one month’s worth of service, taxes and fees.

492661

Access Features Immediately

There are all sorts of features you can access immediately that will improve your XFINITY experience. If you haven’t already, I would start by downloading the XFINITY My Account and XFINITY TV Go apps. In the Apple or Android App store, search ‘XFINITY’ and you’ll find both of these. msg Retention Pilot/11. GBYE

492662 492663 492664 492665

Email Confirmation Thank You For Loyalty You Made Great Choice Any Other Concerns?

492634

Finished With Account Changes

434942

Close1 Closings

434940

INTRO1 Openings

434941 434943 434945 434946

INTRO2 Openings Beltway1 Transitions Beltway2 Transitions Beltway3 Transitions

492660

Within 6 hours, you will be receiving an email confirmation summary of the changes we made. This high-level detail will provide you a written confirmation of the changes we made. Is there anything else I can assist you with today? Thank you so much for your loyalty to Comcast! You have made a great choice, I know the family will enjoy this great package. Do you have any other questions or concerns I can assist you with? We’re finished with your account changes now. I’m happy I was able to help. You’ll have access to some very cool XFINITY features right away. I have a few things to quickly summarize first to ensure your order information correct. Thank you for choosing the Triple Play Support Center. We’re here if you need additional assistance. Have a wonderful shift! Thank you for choosing the Comcast Triple Play Support Center. How may I help you today? Thank you for using the Comcast Triple Play Support Center. How may I assist you today? Excellent. Is there anything else that we can help you with at the moment? Great. Can we assist you with anything else today? Could you please check to ensure that change went through?

msg General msg General

msg Retention Pilot/11. GBYE

msg msg msg msg

Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE

msg Retention Pilot/11. GBYE msg VCAE Beltway/Closings msg VCAE Beltway/Openings msg msg msg msg

VCAE Beltway/Openings VCAE Beltway/Transitions VCAE Beltway/Transitions VCAE Beltway/Transitions

482433

Beltway4 Transitions

482434

Beltway5 Transitions

491822

exit account

You job check in is now complete. Is there anything else that we can help you with? Your appointment has been no-trucked on to the account and is complete. Is there anything else that I can help you with at the moment? Please log out of the customers account so that I may proceed with the necessary changes.

491850

Modem Rental Rate

491747

Full Name

491748

Service Address

491749

Telephone Number

This account currently contains a Comcast leased Modem. If the customer’s modem is added at this time they will continue to pay the modem rental rate . The rental modem rate will be removed once they return the modem. Would the customer like to proceed with adding their own modem added at this time? Thank you for providing the information prior to entering the chat; however, the account information doesn't pull up. Would you please provide the full name as registered on the account? Thank you for providing the information prior to entering the chat; however, the account information doesn't pull up. Would you please provide the full address as it appears on the account? Thank you for providing the information prior to entering the chat; however, the account information doesn't pull up. Would you please provide the phone number associated with the account?

491750

Account Number

Thank you for providing the information prior to entering the chat; however, the account information doesn't pull up. Would you please verify the account number?

491800

Doing Well

I'm doing well, thanks for asking.

491801

Check Account

First, I am going to review the account. I will be with you momentarily.

491802

Attention to Issue

Thank you for bringing this to our attention.

491803

Give Opportunity

Thank you for giving me an opportunity to resolve this.

491804

Provide Information

Thank you for providing that information.

491805

Thank You.

Thank you.

491806

Correct

That is correct.

491807

Great

That is great!

491808

You're Welcome

You are most welcome.

491809

Activate DTA

I will be happy to activate this DTA for you.

491810

Activate DVR

I will be happy to activate this DVR for you.

491811

Activate Modem

I will be happy to activate this Cable Modem for you.

491812

Activate EMTA

I will be happy to activate this eMTA for you.

491813

Activate Gateway

I will be happy to activate this Gateway for you.

491814

Activate CableCARD

I will be happy to activate this CableCARD for you.

491815

Activate Equipment

491816

Assure

I will be happy to activate the equipment for you. You can be confident that I will be assisting you throughout our conversation until we finish your request.

491817

Pleasure Assist

It is my pleasure to assist you.

491818

Understand

I totally understand.

491851

Glad to Hear

491763 491764 491765

Misunderstanding Concern and Help So Sorry

491766

Frustration

491767

Continued Frustration

491768 491769 491770 491742

Explain due to Frustration Typo Long Wait Personally Take Care

491743

Questions and Concerns

491744 492382

Right Department Personally Take Care

492383

Questions and Concerns

Very happy to hear I was able to assist. I apologize for any misunderstandings, and I am willing to assist to get the matter resolved. I understand your concern. I am committing to getting this resolved. I'm really sorry. I will assist you with correcting the issue. My apologies for the frustration this issue has caused you. I'm going to do everything I can to resolve this with you today. I apologize for this continued issue. Thank you for the opportunity to resolve this for you. I understand how frustrating it could be. I'd be glad to go over this with you and explain. I am sorry for the typo. Please disregard that last message. Thank you for your patience. My apologies for the longer than usual wait. I will definitely make sure that this is taken care of for you. I am here to address any question or concerns that you may have, and I will do all that I can to assist you You’ve definitely reached the correct department. I’m sure I’ll be able to assist you with your inquiry. I will personally take care of this for you. I'm here for whatever questions or concerns you have. I'll do everything I can to help you.

492384

Right Department

491760

Helpdesk Agent Name

491820

CAE Name

491821 492381

NT Login Day Going well - No Info

491795

Work Together

491796

Correction Worked

491797 491745

More Information Still Available

491746

Close One Minute

491798

Correct Queue

491799

Supervisor Queue

msg VCAE Beltway/Transitions msg VCAE Beltway/Transitions msg ZICHAT/CAE/Account

ZICHAT/CAE/Account msg Verification ZICHAT/CAE/Account msg Verification ZICHAT/CAE/Account msg Verification ZICHAT/CAE/Account msg Verification ZICHAT/CAE/Account msg Verification ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE ZICHAT/CAE/Connect with msg CAE msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg msg msg msg

ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empowerment

msg ZICHAT/CAE/Empowerment msg ZICHAT/CAE/Empowerment msg ZICHAT/CAE/Empowerment msg ZICHAT/CAE/Empowerment

You've reached the right department. I'd be happy to help you with your inquiry. msg ZICHAT/CAE/Empowerment Here at the Helpdesk we welcome feedback, brings awareness and it helps enhance the service we give. We always want to give superior service. Please give me the agent's name and the issue/issues you experienced. msg ZICHAT/CAE/Feedback ZICHAT/CAE/Identity May I please have your name, so I may address you properly? msg Verification ZICHAT/CAE/Identity May I please have your NTLogin, so I may address you properly? msg Verification I hope your day is going well. How may I help you? msg ZICHAT/CAE/Opening Thank you for bringing this to our attention, I'm sure we can work together to get ZICHAT/CAE/Probe & this resolved for you as soon as possible. msg Paraphrase ZICHAT/CAE/Probe & Please let me know if that worked and we'll determine the next steps. msg Paraphrase ZICHAT/CAE/Probe & I will be glad to assist you. Could you please tell me more about your concern? msg Paraphrase Please let me know if you are still available to proceed. msg ZICHAT/CAE/Still There It appears you may have left the chat room. Please acknowledge that you are still available. This chat will automatically close if no response is received within one minute. Should you be disconnected after that time, please begin a new chat so that we can provide you the support that you need. msg ZICHAT/CAE/Still There Is there anything else that I can assist you with before I transfer you to the correct ZICHAT/CAE/Transfer queue for assistance? msg Additional Assistance Is there anything else that I can assist you with before I transfer you to the ZICHAT/CAE/Transfer supervisor queue? msg Additional Assistance

491819

Business Class

491824

Inactive Queue

491832

Not supported

491833

Supervisor Support

491840

Glad to Help

491841

assist and help

491842

Help Today

491843

Help Further

491845

ER Ticket

491846

Single or Multi Issue

491852

Modem Add

491825

EMTA Add

491826

Gateway Add

491827

DTA Add

491828

DVR Add

491829

Digital Box Add

491830

Equipment Add

491831

CableCARD Add

491847

Great Day

491849

Time and Patience

I apologize for any inconvenience. This is the residential customer account Help Desk via chat. Business Class accounts are handled through the Business Services Department. Please utilize the Transfer tool to transfer the customer. It appears the queue that was selected is currently not active. Please reach out to your supervisor for the correct iCHAT process for your area. This chat will automatically close. I apologize, this type of request is not supported by the Central Division Help Desk. I apologize, this type of request is not supported by the Central Division Help Desk. This request would be supported by a supervisor. I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today?

msg ZICHAT/CAE/Wrong Queue

msg ZICHAT/CAE/Wrong Queue msg ZICHAT/CAE/Wrong Queue

msg ZICHAT/CAE/Wrong Queue ZICHAT/Chat Wrap msg Up/Closing ZICHAT/Chat Wrap Is there anything else I can assist you with today? I will be happy to help you. msg Up/Closing ZICHAT/Chat Wrap Is there anything else I can help you with today? msg Up/Closing ZICHAT/Chat Wrap Is there anything I can help you with today? I'll be happy to assist you further. msg Up/Closing Now that we've escalated your ER Ticket and reviewed the details, do you have any ZICHAT/Chat Wrap additional questions or concerns today? msg Up/Closing Now that we've resolved your issue(s) and reviewed the details, do you have any ZICHAT/Chat Wrap additional questions or concerns today? msg Up/Closing Thank you for your patience, the modem was added to the account. Is there ZICHAT/Chat Wrap anything else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the eMTA was added to the account. Is there anything ZICHAT/Chat Wrap else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the Gateway was added to the account. Is there ZICHAT/Chat Wrap anything else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the DTA was added to the account. Is there anything ZICHAT/Chat Wrap else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the DVR was added to the account. Is there anything ZICHAT/Chat Wrap else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the Digital Box was added to the account. Is there ZICHAT/Chat Wrap anything else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the equipment was added to the account. Is there ZICHAT/Chat Wrap anything else I can assist you with today? msg Up/Closing/Equipment Thank you for your patience, the CableCARD was added to the account. Is there ZICHAT/Chat Wrap anything else I can assist you with today? msg Up/Closing/Equipment It's been a pleasure helping you today. Thank you for contacting the Central Division ZICHAT/Chat Wrap Up/End Help Desk and have a great day. msg Chat Thank you very much for your time and patience. It certainly has been my pleasure to assist you today. Thank you for contacting the Central Division Help Desk and ZICHAT/Chat Wrap Up/End have a great day. msg Chat

491834

Patience Contact Number

491835

Contact Number

Thank you for your patience. Please provide me with the best contact number and the name of the caller. Please inform the customer that I will contact them within the next 5 minutes to assist in resolving their issue using the number that you provide me. Please provide me with the best contact number and the name of the caller. Please inform the customer that I will contact them within the next 5 minutes to assist in resolving their issue using the number that you provide me.

Cable Modem

The cable modem you have provided is End of Life and cannot be added to the account, but I will be more than happy to give you a site that lists approved modems. It is http://mydeviceinfo.comcast.net. Einstein HOW3717 -XFINITY Internet and XFINITY Voice Approved Devices is available to email to customers.

EMTA

The eMTA you have provided is End of Life and cannot be added to the account, but I will be more than happy to give you a site that lists approved modems. It is http: //mydeviceinfo.comcast.net. Einstein How 3717 -XFINITY Internet and XFINITY Voice ZICHAT/CHSI/Equipment/EO Approved Devices is available to email to customers. msg L

Gateway

The Gateway you have provided is End of Life and cannot be added to the account, but I will be more than happy to give you a site that lists approved modems. It is http://mydeviceinfo.comcast.net. Einstein How 3717 -XFINITY Internet and XFINITY Voice Approved Devices is available to email to customers

491756

491757

491758

ZICHAT/Chat Wrap msg Up/Taking the Call ZICHAT/Chat Wrap msg Up/Taking the Call

ZICHAT/CHSI/Equipment/EO msg L

ZICHAT/CHSI/Equipment/EO msg L

491759

Other Online Device

491752

Single or Multi MAC Device

491753

Incorrect MAC

491754

Single/Multi Device

491755

Single/Multi Device Model

491751

Single Or Multi Device

The equipment you have provided is End of Life and cannot be added to the account, but I will be more than happy to give you a site that lists approved modems. It is http://mydeviceinfo.comcast.net. Einstein How 3717 -XFINITY Internet and XFINITY ZICHAT/CHSI/Equipment/EO Voice Approved Devices is available to email to customers msg L ZICHAT/CHSI/Equipment/Ve May I please have the MAC Address of the device/s? msg rification/MAC To ensure we are looking at the correct MAC address can you please verify the MAC address? it should contain 12 characters with letters and numbers from A to F and ZICHAT/CHSI/Equipment/Ve 0 to 9. msg rification/MAC ZICHAT/CHSI/Equipment/Ve May I please have the Manufacturer of the device(s)? msg rification/Manufacturer ZICHAT/CHSI/Equipment/Ve May I please have the Model Number of the device(s)? msg rification/Model ZICHAT/CHSI/Equipment/Ve May I please have the serial number of the device(s)? msg rification/Serial

491836

Modem Offline

The cable modem does not appear to be online, please verify all connections including power are properly connected with the customer.

ZICHAT/CHSI/Equipment/Ve msg rification/Troubleshooting

491837

EMTA Offline

The eMTA does not appear to be online, please verify all connections including power are properly connected with the customer.

ZICHAT/CHSI/Equipment/Ve msg rification/Troubleshooting

491838

Equipment Offline

ZICHAT/CHSI/Equipment/Ve msg rification/Troubleshooting

491839

EMTA Firmware

491823

Username First and Last

The equipment does not appear to be online, please verify all connections including power are properly connected with the customer. Thank you for your patience, in order to add the eMTA to the account the equipment will need to be online and the firmware update would need to be completed. Please ask the customer if it is okay if to use the customers frist and last name for the user name that we are creating.

491761

Feedback to Supervisor

491762

Positive Feedback

491771

Validate Request

491772

Finish Request

491773

Complete Request

I apologize for any inconvenience this has caused. Comcast is committed to providing a awesome experience for all of our customers. Here at the Helpdesk we welcome all feedback and I will ensure to submit the feedback to our leadership team. We appreciate you taking the time to provide positive feedback! In an effort to continue providing excellent service I will notify their supervisor. Can you please give the agent's name and/or agent's ID. I apologize for the wait. Please bear with me as I take a moment to review your request. I apologize this is taking more time than usual. Please bear with me as I finish processing your request. I am working on your request. Do you mind waiting a few minutes while I complete the necessary steps to process your request?

Modem Add Hold

I am processing your request to add the cable modem to the account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment?

491774

ZICHAT/CHSI/Equipment/Ve msg rification/Troubleshooting msg ZICHAT/CHSI/Username

msg ZICHAT/Feedback

msg ZICHAT/Feedback msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold

msg ZICHAT/Hold

491775

EMTA Add Hold

I am processing your request to add the eMTA to the account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? msg ZICHAT/Hold

491776

Gateway Add Hold

I am working on your request to add the Gateway to the account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment?

msg ZICHAT/Hold

491777

DVR Add Hold

491778

Digital Box Add Hold

491779

CableCARD Add Hold

I am working on your request to add the DVR to the account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? msg ZICHAT/Hold I am working on your request to add the digital box. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? msg ZICHAT/Hold I am working on your request to add the CableCard. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? msg ZICHAT/Hold

491780

DTA Add Hold

I am working on your request to add the DTA to the account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? msg ZICHAT/Hold

491781

Equipment Add Hold

491782

Transfer Equipment

491783 491784 491785

Pull Up Account Patiently Waiting Thanks For Patience

491786

Couple More Minutes

491787

Longer Wait

491788

Appropriate Information

491789 491790 491791

Get Information Look Into Issue Research

491792 491793 491794

Work/Check Account Be Back Shortly Submit Ticket

I am working on your request to add the equipment to the account.. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? I am working on your request to transfer equipment to the new account. Do you mind waiting a few minutes while I complete the necessary steps to add the equipment? Please give me a couple minutes to pull up the account information. Would that be alright with you? Thank you for patiently waiting. Thank you for your patience. Thank you for your patience. I apologize for the wait being a little longer than expected. Would your customer mind waiting for a couple more minutes while I process your request? Thank you very much for patiently waiting. I apologize for it being a little longer than expected. Would you mind waiting for a couple of minutes so that I can do the research in my system and provide you with the appropriate information? Would you mind waiting for a couple of minutes while I get you that information? Would you mind waiting for a couple of minutes while I look into this for you? Would you mind waiting for a couple of minutes while I research that for you? I appreciate your patience. I am still working/checking on your account. Please give me another 2 minutes to work on this request, would that be okay? Thank you. I will be back with you shortly. Please give me just a couple of minutes to submit this ticket.

msg ZICHAT/Hold

msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold

msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold

Outage Issues Division

CHSI Scenario Slow speed Unable to stream videos online Internet extremely slow from 12pm - 2 pm and 5pm-6pm. Video buffering for longer than usual Website pages taking time to upload Intermittent Connection Shows pauses/stops automatically / Video Lag Error 404 No internet connectivity Web page cannot display Email lost Can't find older emails Unable to send emails Unable to receive emails

Einstein Doc ID Document ID TLK2798 Document ID POL1182 Document HOW6194 Document ID POL1663 Document ID POL1525 Document ID CPN2017 Document ID HOW9937 Document ID POL1772

West Division Northeast Division Central Division National Online Cable Issues DVR Manager Troubleshooting Stream TV Troubleshooting

HOW4280 HOW10510

Issues DHCP Internet Explorer Safari Firefox Google Chrome Connect smart TV Email add contact Gaming Console Parentral control Port forwarding View bil online Particular spam Spam Import email Email configuration All in one WiFi off Change Your WiFi Network Name and Password Online Change Your WiFi Network Name and Password with the XFINITY My Account App Change Your WiFi Network Name and Password in the Admin Tool Approved Equipment for XFINITY Internet and XFINITY Voice Recover Deleted Emails - XFINITY Connect Help Restore Deleted Emails - XFINITY Connect Help

HOW3588 HOW7055 HOW7057 HOW7056 HOW7058 HOW10913 HOW6328 HOW10905 HOW6329 HOW9942 HOW3281 HOW3573 HOW6349 HOW3627 HOW4168 HOW6341 HOW8383 HOW10095 HOW6361 HOW10645 HOW3717 HOW10758 HOW9922

Emails undelivered

DOC ID HOW7023 HOW7024 HOW7025 HOW7026

Cannot send emails

Emails bounce back

Cannot send emails

Wifi Not working

Cannot Surf/ No Connectivity

Secondary email address HTTP ERROR 400 reason Authentication Failed

Mail Client Setup Issues

Trying to set up email on my new ipad / Any external Device

Mail Client Setup Issues

Customer trying to watch online TV (Not on Xfinity Website)

TVEverywhere Issues

Cx's has issues with Data usage

Usage Meter Downloadable App / Refer to CSA

xfinity tv to go

HOW3730

ITG Slow Connectivity Issues Slow Connectivity Issues Slow Connectivity Issues Slow Connectivity Issues Slow Connectivity Issues Intermittent Connectivity Issues Intermittent Connectivity Issues Cannot Surf/ No Connectivity Cannot Surf/ No Connectivity Cannot Surf Missing emails Missing emails Cannot send emails Cannot receive emails

XFINITY TV Go

How do I enable/disable the hotspot?

XFINITY WiFi Hotspot Issues

Trying to setup up bridge wirelessy / Setting Firewall

XFINITY Wireless Gateway Settings

Changing SSID / Wifi Channels

XFINITY Wireless Gateway Settings

Streampix does not work

XFINITY TV Go

I am getting copyright notices in my browser and I can't figure out how to confirm/stop the notices.

General Security Issues

Xfinity App not working on mobile

XFINITY TV Go

TV app on mobile not working

XFINITY TV Go

UID Scenario

ITG

Unable to login to Xfinity Account

Login Issues / Unable to Login to Xfinity Sites

Username Transfer

Transfer of UID/Login From Old Account

Cannot login with secondary username

Login Issues

Unable to login / Cx getting UH-Ah screen

Password reset/Login issue

Username & password not match

Password reset/Login issue

Username Creation

UID creation issues

Secondary username

Secondary UID creation

Issue

Resolution Doc ID

TSR ID's

XFINITY Triple Play Bundles

Document ID CPN2332

XFINITY Communities Packages

Document ID CPN2186

Does my area have the Terabyte Data Usage Plan? XFINITY Latino Packages Overview XFINITY Latino Packages - West Division XFINITY Internet Speed Tier and Package Overview XFINITY Internet Available Speeds - West Division

Document ID HOW10188

Document ID PRD1294

Document ID PRD1286

Document ID PRD1055

Document ID PRD1347

XFINITY Internet Speed Tiers Comparison

Document ID PRD1040

Internet Plus XFINITY Internet Product Overview

Document ID PRD1266

View and Record Programs

HOW8502

Install Norton

HOW11014

Manage Registered XFINITY WiFi Devices

HOW9579

Manage Email Deletion Settings:

HOW3606

Restore Deleted Emails:

HOW9922

All email settings

HOW6328

Configure Email Client Settings

HOW4168

Recordings on XFINITY TV App for Android Devices

HOW8017

XFINITY Connect New Look

TLK2853

Print or Export Contacts

HOW3582

Latino Channels

PRD1292

Making a Payment Online Without Logging In

HOW11026

Create Your Watchable

HOW10483

Router/Gateway Login

HOW3501

XFINITY WiFi Home Hotspot On or Off:

HOW9107

Use VPN:

HOW3742

Enable/Disable Bridge Mode from CX

Blast! Plus

Document ID PRD1122

HOW8383

Prot Forwarding:

HOW9942

Change WiFi Name/Password

HOW10645

XFINITY Voice Product Overview - Agent

Document ID PRD1069

Guests WiFi:

HOW10859

Authorize/De-Authorize Device for Streaming

HOW10046

International Calling Plans for XFINITY Voice - Packages Overview

Document ID PRD1091

Download Recordings/On Demand to Your Device

HOW8000

Do's Build Rapport with the customer Appreciate Customer Do Customer education and be transparent with them. Summarize at the end and give additional self help. Pitch for survey using Survey Spiel Statements

Opening I’d be delighted to assist. Certainly, I’d be happy to assist you with that today.

In between the issues

Appreciating Customer Great going ! You are doing well , I really appreciate that . You are being a great help, thank you for that . I appreciate your co-operation .

Advise… don’t patronise “I would suggest / I recommend…..” To avoid a similar inconvenience in future I request you to…. All you need to do is to just… A simple way / method to change it will be to….. As soon as you receive…

Issue Fixed.

Thank you for helping me fix the issue today. I really appreciate you for helping me fix the issue today. Let me tell you that you have been really great while helping me fix the issue today.

Many of our customers prefer to do/use…

General

Empathy Statements I understand what you mean’ I understand why you would think that way’.

Provide a sense of immediacy We’ll look into this for you right away, I can see where the problem is,Cx name

Creating the unspoken suggestion that your company values feedback, and takes matters of this kind extremely seriously .

“Thank you so much for letting us know about this…”

What I’m doing for you right now is…

“I’d just like to ask for a little further information, cx name…"

That is a fantastic alternative…

That’s now been done, Mrs Brown… Being transparent Demonstrating your respect for the customer’s opinions and your sympathy for his or her personal predicament

“You’re absolutely correct, Sir/Madam…”

Angry customers I’m so sorry that you feel this way, Mrs Brown…

Closing I’m happy that I was able to assist you today.

As a solution, may I suggest that…

Your satisfaction is a great compliment to us, (insert name).

What I’ll do right now is

Thank you for being a great customer. We value your relationship.

We really do appreciate this feedback, Mrs Brown… I completely understand how you feel, Sir/Madam… I will action this for you right away For the quickest resolution, I would request you to… I understand how frustrating that might be. I understand how inconvenient that must be.

On-hold situations Let’s have a look. I won’t be a minute. I appreciate your patience. I’m currently looking up the information so that I can provide you with the best option. May I place you on hold for a minute to check this for you? Do you mind holding 2-3 minutes while I process your request?

Your satisfaction is our topmost priority. Have I completely resolved all your queries today? I appreciate your patience on this. Please let me know if I can provide any other additional support.

I have that information here for you now, I will just get it for you Thank you for staying on the line

I know that must be frustrating. I understand how you feel. It is unfortunate that… I sympathise with your disappointment… Something similar happened to me and I FELT the same way… What I FOUND and I hope this will be the same for you is… SETTING EXPECTATIONS We will perform a few troubleshooting steps to see if we can resolve this issue. Should your issue require more advanced troubleshooting to fix we can discuss other options and find the best solution for you. Is that okay? Customer name, it looks like the issue is more complex and it needs to perform an advance troubleshooting steps

Education and Expectation Settings Issue

WCC expectations

Spiels

Slow Internet ( Wireless Connection )

Setting expectation with cx that wireless issue will be taken care by the wireless team.

Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489. However to make sure that the modem is feeding the right signals, let me go ahead and perform a few troubleshooting steps so that we can determine the cause of the problem. Will that be okay?

Online Streaming

Educating customer that we found the cause of the issue and will be fixing it however it will take few hours to get updated.

You may be disconnected from this chat while I perform the steps. Please do not close this chat, you will be reconnected once the modem initializes. This may just take 2-3 minutes, please keep this chat window open.

Slow internet on wired connection Performing provisioning and educating / tech visit advised

Thank you for waiting. I see that there's a missing code of the subscription of your Xfinity Cable Online due to the maintenance update of the website . No worries, I will correct this for you and refresh your account as well. This will be effective after few minutes or an hour from now.

Setting an expectation with the customer that these are the steps which I am going to perform on your account. The modem will take 2-3 minutes to initialize, please do not close the chat window as we will be reconnected within 3-4 minutes once the modem is back online.

In case the chat does not reconnect please do not worry since it is normal. You can check if your internet is working fine, which normally would. If the issue persists you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account mentioning all troubleshooting steps performed till now.

Email issue on client

Probing for the email client setting type (imap/pop) > educating cx that he will need to contact apple support for updated setting with the new OS

I'd want you to know that though our scope of support is limited for setting up Comcast email on iPhone. If you are on POP, we advise you to change to IMAP but since you are already using that setting, I need you to call our Apple Mail Tech partners at (800) 694-7466 to help you check the recommended settings with your current OS.

Probing: Please check on your Mac/PC/Laptop if you have any Antivirus installed, we need to uninstall that before installing Norton. Mac - Drag the program icon to the trash folder and empty the trash. Please be aware that this will also delete anything else that is in the trash folder. Windows: Please access control panel and go to "All programs". //please access control panel and go to "Programs & Features" // Uninstall Programs.

Norton activation issue

Probing

Probing / checking if the Norton is properly installed / then referring to Norton support Education: If you successfully installed Norton Security there's no need to activate it. Refer: It appears that I need to refer you to call our Norton Expert Team to further activate your Norton Security on your MAC device. Since we verified that you have no other Antivirus installed on your PC except for Norton and you can't successfully activate it due to the error message that you get, please contact 24/7 Norton support at this number: 877-272-7149.

Education

Resolution communication

Survey

Giving survey reminder and taking acknowledgement

I would request you to please spare a few seconds to tell us how I assisted you and resolved your issue on the chat. Can I count on you for that?

I’m really excited to hear/ read your comments about your experience in this chat interaction with me. Feel free to share your experiences in this chat interaction with me. I’ll be happy to read them. Thanks a ton! You may click "Exit Chat" and "Take Our Survey" button. I really appreciate your cooperation. It has been my pleasure helping you today and I truly appreciate your understanding and cooperation. For future reference, help can be found at xfinity.com/help Thank you for choosing XFINITY. Take care

New additions Wi-Fi issue (port forwarding/ open NAT/ unblocking the ports

Reps are setting expectation at the very beginning that wireless related issue is taken care by the wireless support and referring to wireless support number

I understand that you want to unblock one of the port numbers, no worries, please contact our dedicated department that can remotely change, block and unblock port numbers.

Issue Resolved

Issue Unresolved

Thanks for letting me resolve your issue for today. To Sum up, what I did to resolve the unable to send/receive email concern was that I checked your username status, refreshed your username, cleared cache and cookies on your browser, launched browser, tried different browser and found out that its the issue with browser advise you to temporarily use another browser when accessing email online.

" Customer Name", to sum up what we did to resolve the email issue today is that we checked your username status, refreshed your username, cleared cache and cookies on your browser, launched browser, tried different browser. But since the issue still persists, for further assistance we are notifying it to the concerned department. You will receive a call back within (TAT) for further troubleshooting. The reference number for today's chat is (___) .

Summarization

Email Issues

Thanks for letting me resolve your issue for today. Just to recap, we have informed you that this is Email configuration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.

Slow Speed

To recap what I have done today to address the Intermittent Internet Connection concern that you faced ,I have refreshed the modem and sent signals to the modem so that we can improve the Internet speed. We also tried bypassing the splitter to bifurcate if the router is working fine) which resolved the issue today .

To recap what we did today to address your Intermittent Internet Connection concern, I have refreshed the modem and sent signals to the modem so that we can improve the Internet speed. We also tried bypassing the splitter to bifurcate if the router is working fine. Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for a permanent fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction

Intermittent Connection

To recap what I have done today to address the Intermittent Internet Connection concern that you had, I have checked your modem status, did initial speed test, checked the cable connections, refreshed , power cycled and did hard reset on your modem which resolved the issue today

To recap what we did today to address your Intermittent Internet Connection concern, I have checked your modem status, did initial speed test, checked the cable connections, refreshed , power cycled and did hard reset on your modem. Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for a permanent fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction

No internet

To recap what I have done today to address the Intermittent Internet Connection concern that you had, I have checked your modem status, did initial speed test, checked the cable connections, refreshed , power cycled and did hard reset on your modem which resolved the issue today

To recap what we did today to address your Intermittent Internet Connection, I have checked your modem status, did initial speed test, checked the cable connections, refreshed , power cycled and did hard reset on your modem. Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for a permanent fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction

Wi-Fi

To recap what I have done today to address the wireless issue today is that I have checked the modem status, changed the Wi-Fi channel, checked your cable connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retrieve your Wi-Fi password which resolved the issue today

To recap what we did to resolve the wireless issue today - I have checked the modem status, changed the Wi-Fi channel, checked your cable connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retrieve your Wi-Fi password . Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for a permanent fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction

No Response Spiels No Response Warning 1

You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected?

The steps are for Windows only

No Response Warning 2

Please let me know that we are still connected. Thank you.

No Response Warning 3

You are a very important customer and it appears you have left the chat. Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our customer support specialist 24 hour a day, 7 days a week at https://www.comcastsupport. com/ChatEntry/

Technical Difficulties

Technical Difficulties

I sincerely want to assist you with your issue, unfortunately we are experiencing some technical constraints at present. I would request you to chat back in an hour or call at 1800-XFINITY for assistance. I apologize for the inconvenience this has caused.

System latency

I would like to inform you that you might see delayed responses due to technical issues I am facing with my system, I will request you to please stay connected. I will be more than glad to have your issue resolved today. We value your business.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link : support/selfservice/ " for any issue related to xfinity . For any specific issue you may also visit http://customer.xfinity.com/help-and-support/ 1) Get Help & Support 2) Stores and Service Centers http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations 3) Channel lineup https://www.comcast.com/localization/localize.cspx?referer 4) Available deal and Speed Check http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ 5) CPNI 6)

http://customer.xfinity.com/help-and-

Settings; Get help with passwords, PINs, appointments & alerts . http://customer.xfinity.com/help-and-support/account/

7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset That said, generally I am able to resolve the issues via following steps.

http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Follow Self help and future recommendation Statements

Update Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided my me today ? Are you satisfied with the resolution provided my me today ? Is there anything else from my side I can do to improve your experience and relationship with comcast ?

1 Temp check Statement

1FCR statement

Survey Spiels I would request you to please spare a few seconds to tell us how I assisted you and resolved your issue on the chat. Can I count on you for that? I’m really excited to hear/ read your comments about your experience in this chat interaction with me. Feel free to share your experiences in this chat interaction with me. I’ll be happy to read them. Thanks a ton! You may click "Exit Chat" and "Take Our Survey" button. I really appreciate your cooperation. Could I count on you to take a short survey at the end of this chat about my effort to resolve your issue today. I would love to hear your feedback”.

Increase FCR % by FCR pointers to be covered within team: Delivering Permanent and Correct Resolution. Lowering Transfer % . Reducing Unnecessary Truck roll % . Use the LINC model to select the correct ITG from within Einstein Service. Understand what different types of hits are available, what they do and when to use them. Avoiding Jargons for Better Customer Understanding. Correct Probing Questions will lead you to correct ITG and correct Resolution. Expectation setting , Customer education and Summarization needs to be followed. http://customer.xfinity.com/help-and-support/selfservice/

Tips

Tricks At the health check use Spiel : " I see greyed status on of modem on the system , is it a good time to discuss it ? I can help you with it. " , then cover all the current/intermittent issues cx is experiencing Educate cx from Einstein- cx education for every step. - Be Transparent and do customer education. Give Signal issue reasons to the customers. Re-provisioning- Give customer the commands for cx to check . Give self help link and Steps in brief to the customer towards the end so in near future if cx gets the same issue he can see that in his email /mobile and troubleshoot on his own

Self help and future recommendation Statements

Good Steps

Issue Type

That said,generally I am able to resolve the issues via following steps.You could email this chat to record these steps for reference For Better connectivity, limit interference by placing your wireless gateway in an open area in central location , elevated ,in upright position and away from electronic items , and Wi-Fi connectivity issues interference .like ( walls, furniture, metal surfaces, halogen/fluorescent lighting, microwaves and refrigerators, TVs, cordless phones, baby monitors and water heaters. )

For bigger homes, you can consider purchasing an extender to boost your Wi-Fi signal. A wireless range extender takes the signal from your modem or gateway and rebroadcasts it to create a greater range of wireless network coverage. If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a WiFi extender may be a helpful option. These devices are available for purchase at many retailers

Intermittent/Slow connectivity

Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Unable to connect to Wi-Fi/Authentication issues

You can also troubleshoot Your Internet Connection with the XFINITY My Account App- https://customer.xfinity.com/helpand-support/xfinity-apps/my-account-app-internet-mobiletroubleshooting You can also visit www.xfinity.com and can go to help and support tab at right bottom of the page and can search for any Troubleshooting Or service related FAQ's to get your Issue resolved as Self help or Future reference.

Cx can open this link on mobile and t/s their desktop.

General Self help

Tech Visit expectation settings Give complete TAT and details for tech visit - Complete address , nearest location ,TAT, alternate phone number . Set the expectations if the customer is unable to pick the call then the tech visit is cancelled Agents should know how to check the tech visit status. Comcast Store Information from Einstein Agent should give complete information about Comcast stores from Einstein instead of just sending the link. Agents can also activate DND from Einstein on customer . In case the Einstein is not working follow the CSR scholar Smart Know How's Closing Statement Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’

Spanish customer Gracias para contactar Comcast. Me disculpo, sin embargo en este momento Comcast no ofrece la charla de apoyo en español. Llame por favor al 1-800-934-6489. Usted puede solicitar ser transferido a un representante Hispano hablante, que será capaz de contestar sus preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-782-3561 HSD, CDV, o Video en español: 888-780-8571

REP SAT ESSENTIALS I. Verification- handling no verification \ failed verification. Passed Verification – Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue . Failed Verification (CHSI) - I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud.

That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

II. Check History After verification, we have to check the history of the customer’s account by checking the account notes. That will give us the idea that how many times the customer has chatted with us for the same issue.

I see you have chatted with us earlier – ______ Old Issue – I am hoping all is working well. Current Issue – And & I see________

III. -

Probing Health check ( UID, towards the end )

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. OR I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results.

Additional Questions to be Asked – -

Mode of connection

Check whether the customer is chatting on 1. Wired connection 2. Wireless connection 3. Third party connection -

Age of issue

1. Since when have you been facing this issue? 2. Have you performed any troubleshooting steps till now? 3. If yes, please let me know the steps which you have performed so that we do not waste your time during same. -

Location of the device

I would request you to please check your device location, it should not be installed near any electronic device such as Microwave, Television, speaker etc. The electronic devices also affects the signals strength. -

Number of devices connected

Could you please confirm how many devices are using the same connection/network?

IV.

Customer expectation

For Wireless Issue:

Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.

For Wired Connection:

In order to resolve your connection issue, I will do remote troubleshooting and also may have to ask you to perform some basic steps to troubleshoot your connection. If a technician visit is required, I will schedule the same and share the details with you. You will not be charged for any Comcast error.

V.

Customer education on each step

ü Basic Education 1. I’ll like to inform you that even with a fast connection, external factors such as busy websites can slow the entire web. 2. Popular websites can become overwhelmed with users. 3. I see your device has been up for ___ which can cause slow or intermittent connection issue. 4. Please switch off the device when it is not in use. 5. At times, due to heavy network traffic, you may not get the correct speed. I will boost the signals from the server to clean connectivity. ü ITG Duration/Trouble shooting Customer Education – Pls ensure that you are talking to the customer about each trouble shooting step. For Ex – You are refreshing signals, you will say – “I told you about Grey status of your modem, I am now refreshing the modem connectivity”

VI. Summary (why the issue happened, what was done to resolve along with the ticket number) To recap, you chatted for the (_______) issue , I have refreshed the signals of your modem and ( ALL THE STEPS WHICH YOU HAVE PROVIDED ON CHAT ). I have also placed a note on your account about this issue for the benefit of the technician who will resolve it for good.

VII. Self-help option – Split at chat type level(SCHOLAR LINK)

VIII. Additional assistance – Do you want me to help you with any other Comcast service?

IX. Satisfaction Question/Survey Pitch Question I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern on the chat today. Can I count on you for that?

UID CHAT FLOW ESSENTIALS

Scenario 1 - Verification failed Explain the reason why CANNOT PROCEED

-

I understand the urgency of helping you login to your online account however we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist with your primary concern for which you were trying reset the online account password. Can I know the concern? 2nd Rebuttal for irate customer due to failed verification check Your online account as well as the email account holds personal information. Comcast wouldn’t want any fraudulent activities happening with our customers & hence the requirement for stringent security check. Ask the customer why was he\she trying to reset the password

-

Possible that customer wants to pay his\ her bill IF YES Then take the payment -

Ask for additional service

Do you want me to help you with any other Comcast services? -

Satisfaction question

I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern on the chat today. Can I count on you for that?

Scenario 2 - Verification Passed, reset code not working -

Explain the reason why

1. It is possible that there is an issue with your web browser or system. 2. Or there is server glitch 3. What I will do is add an alternate Email address to your account which can help you in future & for now I will be glad to assist with your primary concern for which you were trying reset the online account password. Can I know the concern?

-

Ask the customer why was he\she trying to reset the password

Possible that the customer wants to pay his\ her bill IF YES Then take the payment -

Ask for additional service

Do you want me to help you with any other Comcast service?

-

Health Check

-

Satisfaction question

I would request you to please spare a few seconds to tell us how I assisted you and resolved your issue on the chat. Can I count on you for that?

Scenario 3 - Verification Passed, reset code generated -

Ask for additional service or Offer to assist (Same as above )

-

Satisfaction Question (Same as above)

-

Health check ( Same as above)

Other Dos 1. In UID chats, we will run the health check after resolving the issue. 2. CPNI CUSTOMERS ONLY After addressing the secondary need, educate the customer about the CPNI and send the PIN if required. 3. Mobile customers are also able to fill surveys, ensure equal treatment is practiced. 4. Customer gets survey post chat closure & the process is same.

Automatic Opening Ex Greeting

Assurance

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well.

I would be glad to assist you in resolving the Comcast User ID password reset. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution. I am here to provide you excellent customer service. Let's work together to get your issue resolved today.

OR OR Ver 2 Ver 3

For mobile customers

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.

Expectation setting

Before we begin, Let me inform you that I will share the user name and reset code in the chat after the verification is completed.

· ·

Verification (Primary)

Thank you for signing in prior to chatting. This helps us get to your information much quicker Appreciate you logging in. This helps us get to your account much easier

( If SSO is yes)

Let me go ahead and quickly pull up your account Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

If the "i" window/customer is not authorised)

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. If cx doesn’t have SSN /not listed on account

Verification Failed

-

Explain the reason why CANNOT PROCEED

2nd Rebuttal for irate customer due to failed verification check -

Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Do Secondary verification ( Row 41) I understand the urgency of helping you login to your online account however we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud.

Note : Ask the customer why was he\she trying to reset the password Possible that customer wants to pay his\ her bill IF YES,Then take the payment

That said, I will be glad to assist with your primary concern for which you were trying reset the online account password. Can I know the concern? Your online account as well as the email account holds personal information. Comcast wouldn’t want any fraudulent activities happening with our customers & hence the requirement for stringent security check. Rep Sat Essential

Verification Passed Probing

Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. Please provide the username you would like a reset code for and also what do you use it for primarily?

History Check-if any previous notes are updated in the account I see that you also chatted for " _________" related issue before , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it ? I can help you with it . If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If the first statement followed)

Update ver4

Please give me 2-3 minutes to fully review your account and run a system check . Please verify the username that you are using as well? Health check

Ver 3

CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast? Email capture I see that there is an email address already registered on your account, would you like to update it?

Health Check Result

While Going Over your Account, I did run a health check over your services , I am happy to inform you that all signal levels are green and working properly .

Ver 3

I am now done checking your account. Congratulations, your modem signals are optimized and stable.

Ver 3

Old Spiels - Not to be used I am now done checking your account. As what I've seen here, your modem is grayed out of offline here on my end which means that there's something wrong with your device The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your line that makes your connection slow.

I just ran a health check on your account, sometimes the modem faces the issue of signals. What I am going to do for you is I am going to optimize your connection at its best. Your connection will be perfect, you can most certainly count on me. As I have checked, the status of your modem is red, I will make sure that it will be green.

Verification (Secondary) if required

Thanks for permission Post Verification Unable to verify If customer not at home

CPNI Not Possible

EMAIL CPNI

I see you have Digital Voice service. In order to protect your account information online, would you please provide your 4 digit security PIN. This is provided by the technician who comes to install the services and is generally on a colored paper. You may alternatively provide me the answer to this security question: " _____" Or, I can also call you at home for verification. Are you at home to take a verification call right now on your Comcast phone? I am initiating a call on your Comcast phone. Please do not close this chat. CUSTOMER , Thank you for accepting the verification call to secure the account. 1. Unplug the ethernet wire connected from the modem to the router to disconnect router With your permission I may call any one of your family members at home and then may add him/her as an authorized user on the account . Once it will be done, we may proceed towards resetting the password , it won't take more than 2 minutes. 3. Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity I understand the urgency to access your online account and I too want to help you to log on to your online account, however this verification is required as system will not allow me to reset password without verifying security PIN. Also, your online account holds your personal information and email account is also attached to your Online account, If your login details fall into the wrong hands, it can be used for fraudulent activities. Let me resend your security PIN to your mailing address which you will receive in next 5 to 7 business days and once you receive it, please chat back with or Call us on 1-800-934-6489 and we will definitely assist you in password reset of account. I will now be sending the CPNI (Security Pin) to your Comcast email address for future correspondence. Reset Code sharing

Expectation Setting - Pre-resolution

As I can see, we have your alternate email address updated with us, would you like me to send you a password reset link there ( [email protected]) ? Reset code Via Email

Ver 2

I will now send a list of instructions to you for setting up a password. Let me know if you want me to stay while you look at these instructions or would you want to do that at a later time?”

INSERT- comcast.

Email has been sent with a link and instructions for resetting the password which will be valid for next 24 hours. Please check your mailbox, if you have received a mail from Comcast? Open the mail and click the link. The password reset link is valid for 24 hours. Now you can create a new password to access your Xfinity account.

Mobile customers We have your mobile phone number (INSERT NUMBER HERE) registered with us, may I go ahead and send a text with temporary reset code and a link to instructions on how to reset your password.

Customers with Mobile Phone Access

Please note that the temporary code is valid for 15 mins only. Please let me know once you receive the text message from Comcast. Once you will open the text message you will receive a reset code and a link. Please access the following webpage for changing your password at Xfinity.com/password. Once you enter the CAPTCHA information you will be directed to a webpage to enter the temporary code. You will then be prompted to choose a new password for your account. Enter the new password twice to confirm it is correct, and click the Next button to proceed. You will then see a confirmation screen and be automatically redirected to sign in to your account. The confirmation screen says "All set! We've updated your password and you can now sign in to your account."

Customers without Mobile Phone/ e-mail Access

Customers without Mobile Phone/ e-mail Access

LOGIN Y/N Link (Optional) Confirmation of login

Future Recommendation

Let me go ahead and provide you the Temporary reset code to login to your account. This temp code will help you to generate a password of your choice to log in to the online portal. Please be informed that the code will expire within 15 minutes. Open your web browser and go to http://xfinity.com/password let me know once you are on the website. Enter your User name " _____" - (Please do not add @comcast.net) & click continue. Do you see option to enter reset code? Please put your temporary Reset Code as : " _____". Now you can create a new password to access your Xfinity account Please confirm if you are able to log in and your issue is resolved? You can also sign in at https://customer.xfinity.com/Secure/Home.aspx. Please let me know if you are able to log in /Sign in into your online Xfinity account or not? Great ! That you are able to sign in/ Log in into your account. Once you are logged in, please update the secret question, under ' Users ' tab. Go on 'My Profile' and select change secret question option. If you forgot password in future, by answering this question, you can create new password.

Saves FCR

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/

" or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-mobile-troubleshooting

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer. comcast.com For any specific issue you may also visit

1) Get Help & Support 2) Stores and Service Centers 3) Channel lineup 4) Available deal and Speed Check 5) CPNI 6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

http://customer.xfinity.com/help-and-support/ http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfinity.com/help-and-support/account/ http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser .

That said, generally I am able to resolve any internet related issues via the following steps.

Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection.

For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided by me today ?

Summarization

" Customer Name", to recap what we did to resolve the _________ issue with your online account, I provided you the user name, the reset code for your account and tested the password for the same. I have also shared steps to change the password and informed you about SMS Alert service. "Customer Name", to summarize/recap what we did to address the (____) issue with your online account . As we were unable to verify the account, I sent you the CPNI( security PIN), also I have provided you the correct department/phone number that you may call for assured assistance and resolution for your concerns. The reference number for today's chat is ( ___).

Not Resolved Summarization

OR "Customer Name”, to summarize /recap what we did to address the (____) issue with your online account, I provided you the user name, the reset code for your account and tested the password for the same. I have also shared steps to change the password and informed you about SMS Alert service. And since the issue still persists even after performing all possible steps that could be done on the live chat support ,we are escalating it for further investigations to the advanced support. You will receive a call back within (TAT) for further troubleshooting. The reference number for today's chat is ( ___) . And There will be no additional steps required to resolve this as all the steps have been taken at my end to resolve your concern.

Additional assistance

Is there anything else I can assist you with ?

Common - My account

Additional assistance

Is there anything else I can do to improve your experience and relationship with Comcast ?

Do you want me to help you with any other Comcast services?

Rep sat Essential

“At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Rep sat Essential Survey Reminder/Closing

Closing

Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority.

Thank you for choosing XFINITY. Have a great day!

Automatic Opening Ex Greeting

Assurance

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well. I would be glad to assist you in resolving the Email issue. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

I am here to provide you excellent customer service. Let's work together to get your issue resolved today. For mobile customers

OR

Ver 2 Ver 2 ver 3

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.

Thank you for signing in prior to chatting. This helps us get to your information much quicker · ·

Verification (Primary)

Verification Passed

Failed Verification (CHSI)

History Check-if any previous notes are updated in the account If not Resolved

Health check

Appreciate you logging in. This helps us get to your account much easier

( If SSO is yes)

Let me go ahead and quickly pull up your account Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If the first statement followed)

Update ver4

Let's now figure out what's going on with your internet. I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results.

Resolution Confirmation - Previous Issue

I see you chatted with us regarding "issue " and there is " " status on of modem on the system , is it a good time to discuss it ? I can help you with it.

CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?

Email capture

Health Check Result

I see that there is an email address already registered on your account, would you like to update it?

I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green. Do you have an issue with incoming Email or outgoing email? receiving email?

Or Do you have an issue with sending or

Probing Do you access your email through comcast.net or do you use an email client like Outlook, Thunderbird etc.? Which user name do you use to access the email?

Expectation setting

Before we begin, Let me inform you that such issues are generally caused due to the incorrect email address used by the sender, account storage capacity, incorrect email settings or due to domain related issues. If it is a domain issue I will guide you to raise a request to the department assigned to handle the domain issues. Let's begin now and try to fix the cause. outgoing emails

Domain is blocked Email address is incorrect

We will perform a few troubleshooting steps to see if we can resolve this issue. Should your issue require more advanced troubleshooting to fix we can discuss other options and find the best solution for you. Is that okay? Troubleshooting Incoming Email (Web mail)

Click Here for email Configuration steps

https://customer. xfinity.com/helpandsupport/internet/ email-clientprograms-withxfinity-email

Suspend and reactivate the account first

I have made some backend changes to refresh the settings and sent a test mail to you, could you check if the emails are coming. Issue Still Persist: follow the below steps I will request you to please follow these simple steps. 1. Clear the browser’s cache, cookies and history. DOC ID: HOW7024 -Safari, HOW7023-IEX ,HOW4382Firefox 9/10 ,HOW7026-Google Chrome, HOW7025-Firefox 2. Close the browser and re-open the browser. 3. Try to send a test message from your email. [1] I will send a test mail to you to check if you are receiving mails now, is that ok?

**PLEASE REFER EINSTIEN FOR REF DOC IDs** Clear Cache and Delete Cookies for different browsers Safari Document ID HOW7024 Internet Explorer

Document ID HOW7023

Firefox 9.x/10.x Browser

Document ID HOW4382

Google Chrome

Document ID HOW7026 Document ID HOW7025

Firefox

Please check the email storage quota? You can check current storage in the top left corner of the XFINITY Connect window.

Also check if there are any email filters or email forwarding on your account? You can check that in email preferences. HOW3526 Let me send a test mail again to check if you are receiving mails now. Do you have any other browser installed on your pc? Without closing this browser , please try to access your email using the other browser. This is to avoid getting disconnected from this chat. I will request you to ensure that you don’t close this chat window. (optional) Resending the test mail. Please confirm if you receive a test mail from Comcast. Let's add these email addresses to your email safe list so you can continue receiving emails from them. Please sign in through this link: https://login.comcast.net/login?forceAuthn=1&continue=%2fSecure%2fHome. aspx&s=ccentral-cima&r=comcast.net Go to Users and Preferences tab. Access the Email & Voice Settings page. Locate the Email Safe List link and click On. Click Edit to manage the email addresses you wish to receive emails from. Enter the email address. To add an additional address, click Add Another. When finished, click Save. In case if you are unsure of the sender of the email. In that case, you may fill out the RBL form so that our back office can check if the email domain is being blocked on our server. Here's the link: http://www. comcastsupport.com/Forms/NET/blockedprovider.asp You don't have to type the exact email address. Only the email domain (ex. @yahoo.com, @comcast.net. @gmail.com, etc.) If it's identified as a safe email address, we will unblock it from the server so you can receive their email messages and notifications.

Incoming Email (Client)

Suspend and activate the account first Check for the Incoming port : 993/995 Check the incoming server : imap. Comcast.net Check for the correct user name and password Check for the SSL checked or unchecked

Doc ID:HOW4168

Suspend and activate the account first I will request you to please follow these simple steps.

Outgoing mail (Web mail)

Domain blocked

1. Clear the browser’s cache, cookies and history. 2. Close the browser and re-open the browser.

Outgoing mail (Web mail)

3. Try to send a test message from your email. DOC ID:HOW7024, HOW7023, HOW4382 , HOW7026, HOW7025 Are you trying to send a single message to more than 100 recipients? Its is highly recommended that we keep the total number of recipients in the To:, CC:, and BCC: fields to less than 100. you can only send up to 999 emails from any address over a rolling 24-hour period. The total size of an email message, including its text, formatting, headers and attachments cannot exceed 25 MB. Please ensure that the message you are trying to send is not beyond 25 MB. Do you have any other web browsers you can use? Please try to access your email using a different browser. Please don’t close this chat window. Please try and resend a test email An issue has been identified with Internet Explorer that causes the links and functions not to work. We apologize for any inconvenience this may have caused and we are working towards a resolution.

Outgoing email (Client)

Suspend and activate the account first Check for the Outgoing port : 587 Check the Outgoing server : Smtp.comcast.net Check for the correct user name and password Check for the SSL checked or unchecked

Doc ID:HOW4168

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/myaccount-app-internet-mobile-troubleshooting You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com

Common - My account

For any specific issue you may also visit

1) Get Help & Support 2) Stores and Service Centers 3) Channel lineup 4) Available deal and Speed Check 5) CPNI 6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

http://customer.xfinity.com/help-and-support/ http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfinity.com/help-and-support/account/ http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser .

That said, generally I am able to resolve any internet related issues via the following steps.

Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection.

For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’

1 Temp check Statement

CAE Are you satisfied with the resolution provided by me today ?

If Resolved -Summarize

1FCR statement

Thanks for letting me resolve your issue for today. To sum up today's chat, we tried to resolve the email issue, I checked your username status, refreshed your username, cleared cache and cookies on your browser, launched browser, tried alternate browser and found out that there was an issue with the browser. I advise you to temporarily use another browser when accessing email.

Just to recap, we have informed you that this is email configuration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.

If Not resolve- resolution communication

At this point, we need to arrange a call from the tech team which will help you fix the issue. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you.

If Not resolved- Summarization

Additional assistance

Survey Pitch

Closing

"CUSTOMER", to sum up what we did to address the email issue today - we checked your username status, refreshed your username, cleared cache and cookies on your browser, launched browser, tried a different browser. Since the issue still persists, for further assistance we are notifying it to the concerned department. You will receive a call back within (TAT) for further troubleshooting. The reference number for today's chat is ( ___) . Is there anything else I can assist you with ? Is there anything else I can do to improve your experience and relationship with Comcast ? “At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority.

Thank you for choosing XFINITY. Have a great day!

Automatic Opening Ex Greeting

Assurance

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well. I would be glad to assist you in resolving the Internet speed issue. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution. I am here to provide you excellent customer service. Let's work together to get your issue resolved today.

Ver 2 Ver 2 Ver 3 Please follow ITG

For mobile customers

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.

·

Verification (Primary)

Thank you for signing in prior to chatting. This helps us get to your information much quicker

· Appreciate you logging in. This helps us get to your account much easier Let me go ahead and quickly pull up your account Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

( If SSO is yes)

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account.

Verification Passed

Failed Verification (CHSI)

Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

History Check-if any previous notes are updated in the account If not Resolved

Health check

Email capture

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If the first statement followed)

Update ver4

Let's now figure out what's going on with your internet. I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results.

CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it?

I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device. The device status is Red. That means your connection to our server is unstable. Your signal levels are also below the optimum level, which may indicate high interference in your line that makes your connection slow. Health Check Result

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough . I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green. Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.

Expectation setting

To be removed

We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best solution for you. And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.

Probing

Is that on a wired connection? Are you facing slow speed on a specific browser or a website? Since when have you been facing this issue? Have you performed any troubleshooting steps till now? If yes, please let me know the steps which you have performed so that we do not waste your time during same. Could you please confirm how many devices are using the same connection/network?

if 3rd party Age of issue

Number of devices.

Troubleshooting Speed test If Wireless connection

Cx education Provisioning

Before Provisioning -Expectation setting

To determine what speed you're getting now, can you please perform a speed test from the link: http://speedtest.comcast.net/ Asking customer to connect hardwired (If Wireless) We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to your devices. It is important to have a good signal through the direct connection. A good direct connection would ensure that the equipment is at its best condition and just a few enhancements in the wireless settings are needed. Even with a fast connection, external factors such as busy websites can slow the entire web. Popular websites can become overwhelmed with users. What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed connection. You maybe disconnected from this chat while I perform the steps. Please do not close this chat, you will be reconnected once the modem initializes. This may just take 2-3 minutes, please keep this chat window open. In case the chat does not reconnect, please do not worry since it is normal . You can check if your internet is working fine, which normally would . If the issue persists, you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account mentioning all troubleshooting steps performed till now. Please re-run the speed test . Here's the link http://speedtest.comcast.net/ In the meantime, let me do the 'health check' again to check if the current status of the modem.

Great! You see the speed has already started to improve . The modem may take upto an hour to get completely synchronized with the server . If speed has improved

If speed has not improved

I am happy to inform you that your modem has started synchronizing with the server again. As I have checked, the status of your Modem which is green now, which means that your modem is getting complete signals now. HEALTH CHECK IN GS IS GREEN

Router Bypass 1. Unplug the Ethernet wire connected from the modem to the router to disconnect router 2. Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 3. Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity Please do the speed test at: http://speedtest.comcast.net and provide the link of the result.

Retravision

Scheduling Technician

Technician visit Thank you for waiting. I have completed all available remote troubleshooting steps to resolve your issue on this chat. I have checked that all the settings are perfectly fine from our end. There are three possible reasons now for the slow connection: First, there is a problem with the flow of the signal from the pole outside to your wall outlet. Second, the physical connection or coax outlet/wall outlet is defective. And finally, the modem itself may be defective. At this point, we need to send out a technician. The technician will make sure that all your connections are properly installed. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you. Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident to resolve it for good.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/myaccount-app-internet-mobile-troubleshooting You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com For any specific issue you may also visit http://customer.xfinity.com/help-and-support/ 1) Get Help & Support 2) Stores and Service Centers http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations 3) Channel lineup

4) Available deal and Speed Check 5) CPNI 6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

That said, generally I am able to resolve the issues via the following steps.

Common - My account

https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfinity.com/help-and-support/account/

http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser . Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection. For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided by me today ?

Summarization

To recap the steps we took to address the Internet issue, I have refreshed the modem and sent signals to the modem to improve the Internet speed. We also tried bypassing the splitter to check if the router is working fine which resolved the issue today .

Not Resolved Summarization

Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for permanent and best fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction.

OR To recap the steps we took to address the internet issue, I refreshed the modem and sent signals to the modem to improve the Internet speed. We also tried bypassing the splitter to check if the router is working fine.

And There will be no additional steps required to resolve this as all the steps have been taken from my end to resolve your concern.

Additional assistance

Survey Reminder/Closing

Closing

Is there anything else I can assist you with ? Is there anything else I can do to improve your experience and relationship with Comcast ? “At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority. Thank you for choosing XFINITY. Have a great day!

1 Temp check Statement

1FCR statement

Automatic Opening Ex

Greeting

Assurance

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well.

I would be glad to assist you in resolving the Internet /Intermittent connection issue. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

OR Ver 2 Ver 2 Ver 3

I am here to provide you excellent customer service. Let's work together to get your issue resolved today. For mobile customers

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected. ·

Thank you for signing in prior to chatting. This helps us get to your information much quicker

· Appreciate you logging in. This helps us get to your account much easier Let me go ahead and quickly pull up your account

Verification (Primary)

Verification Passed

Failed Verification (CHSI)

( If SSO is yes)

Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number. For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

History Check-if any previous notes are updated in the account If not Resolved

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed) Update ver4

Health check

Let's now figure out what's going on with your internet. I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?

Email capture I see that there is an email address already registered on your account, would you like to update it?

I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device. The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your line that makes your connection slow.

Health Check Result

Please follow ITG

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough .

I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green.

Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.

Expectation setting

If the customer is facing issue on wireless connection only. NOTE: Make sure that you are setting this expectation in the beginning of the chat.

We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best solution for you. And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.

Are you facing this issue on a wired connection or wireless connection? Asking customer to connect hardwired :

If Wireless

We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to your devices. It is important to have a good signal through the direct connection.

Probing

Customer education

A good direct connection would ensure that the equipment is at it's best condition and just a few enhancements in the wireless settings are needed. Since when have you been facing this issue? Have you performed any troubleshooting steps till now? If yes, please let me know the steps which you have performed so that we do not waste your time during same.

Age of issue

Could you please confirm how many devices are using the same connection/network?

Number of devices.

Troubleshooting Unscrew Coaxial Cable

Disconnecting Splitter

Please try to unscrew the coaxial cable at the back of the modem and touch the tip by your finger before screwing it back in. This will help us in removing static from your connection and is safe.

Provision

I need to check if the splitter is causing the issue. Would you be able to connect your modem directly to the cable outlet without the splitter? A good direct connection would ensure that the equipment is at it's best condition and just a few enhancements in the wireless settings are needed.

Cx education Even with a fast connection, external factors such as busy websites can slow the entire web. Popular websites can become overwhelmed with users.

Provisioning resolution information

Before Provisioning -Expectation setting

What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed connection. You may be disconnected from this chat while I perform the steps. Please do not close this chat, you will be reconnected once the modem initializes. This may just take 2-3 minutes, please keep this chat window open. In case the chat does not reconnect, please do not worry since it is normal . You can check if your internet is working fine, which normally would .

If the issue persists, you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account mentioning all troubleshooting steps performed till now.

Scheduling Technician

Thank you for waiting. I have completed all available remote troubleshooting steps to resolve your issue on this chat. I have checked that all the settings are perfectly fine from our end. There are three possible reasons now for the intermittent connection: First, there is a problem with the flow of the signal from the pole outside to your wall outlet. Second, the physical connection or coax outlet/wall outlet is defective. And finally, the modem itself may be defective. At this point, we need to send out a technician. The technician will make sure that all your connections are properly installed. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you. Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident to resolve it for good.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-mobile-troubleshooting

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com For any specific issue you may also visit

1) Get Help & Support 2) Stores and Service Centers 3) Channel lineup 4) Available deal and Speed Check 5) CPNI 6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

http://customer.xfinity.com/help-and-support/ http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfinity.com/help-and-support/account/ http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser .

That said, generally I am able to resolve any internet related issues via the following steps.

Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection.

For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers

Common - My account

That said, generally I am able to resolve any internet related issues via the following steps.

Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided by me today ?

Summarisation - if issue fixed

Not Resolved Summarization

Final Part - summarisation

Additional assistance

Survey Reminder/Closing

Closing

To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed , power cycled and did a hard reset on your modem which resolved the issue today

1 Temp check Statement

1FCR statement

/ I am glad to inform that this fixed the issue. In case of close ticket

To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed , power cycled and did a hard reset on your modem. Since the issue still persist even after trying all possible steps which can be performed over the live chat support, for permanent and best fix /advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction And There will be no additional steps required to resolve this as all the steps have been taken from my end to resolve your concern. Is there anything else I can assist you with ? Is there anything else I can do to improve your experience and relationship with Comcast ? “At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority. Thank you for choosing XFINITY. Have a great day!

Automatic Opening Ex

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well.

Greeting

Assurance

I would be glad to assist you in resolving the Internet issue. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

I am here to provide you excellent customer service. Let's work together to get your issue resolved today. For mobile customers

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected. ·

Verification (Primary)

Verification Passed

Failed Verification (CHSI)

Ver 2 Ver 2 Ver 3

Thank you for signing in prior to chatting. This helps us get to your information much quicker

· Appreciate you logging in. This helps us get to your account much easier Let me go ahead and quickly pull up your account Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

( If SSO is yes)

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

History Check-if any previous notes are updated in the account If not Resolved

I see that you also chatted for " _________" related issue , was it completely resolved? OR

I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed)

Update ver4

Let's now figure out what's going on with your internet. Health check

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. OR I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?

Email capture I see that there is an email address already registered on your account, would you like to update it?

I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device. The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your line that makes your connection slow.

Health Check Result

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough . I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green. Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.

Expectation setting

Probing

Or

We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best solution for you. And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.

and

Currently are you connected through wireless or with wire? What is the error message you are getting while connecting to internet? How many devices are connected at present ? If multiple - Are the rest of the devices working fine with the same connection? Is your internet working on wired connection on this device?

if yes- issue is with the wireless configuration'

Since when have you been facing this issue? Have you performed any troubleshooting steps till now? If yes, please let me know the steps which you have performed so that we do not waste your time during same.

Age of issue

Could you please confirm how many devices are using the same connection/network?

Number of devices.

Troubleshooting Check the modem status. Go to Router Page by pinging default gateway in the browser web page. change/retrieve your Wi-Fi password Change the Wi-Fi channel

Steps to set WIFI:Can you please access http://10.0.0.1 Please confirm if you will be asked to log in. Please use "admin" for the username and "password" for the password. Please Access Gateway > Connection > Wi-Fi from the left navigation menu. Then click the Edit button next to the Network Let me know if you are in the Network settings page already. Great! From there, please change the SSID to your preferred Wi-Fi name. Then select WPA2-PSK for the Security Mode. Enter your preferred Wi-Fi password under Network Key/Passphrase. Click the Save settings button. WIFI name change Wi-Fi Not working

Internet isn't working on one computer •If you've recently changed or upgraded your firewall and/or antivirus software, disable them. If this resolves the issue, contact the software manufacture. •If you upgraded to Windows XP, make sure the Windows firewall isn't running. If it is, disable it.

Internet isn't working on multiple computers First, reboot your network devices: 1.Shut down your computer. 2.Turn off your modem and unplug it from the power outlet. 3.Turn off the wireless router by pressing the power button in the back. 4.Plug the modem in and turn it on. Wait two minutes for it to completely restart before moving on to Step 5. 5.Turn on the wireless router. Wait two minutes for it to completely restart before moving on to Step 6. 6.Turn on the computer.

If this doesn't restore your connection, try connecting your computer directly to your modem :

Scheduling Technician

Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all the settings are perfectly fine from our end. There could be three possible reasons for this 1. There is a problem with the flow of the signal from the pole outside to your wall outlet. 2. The physical connection or coax outlet/wall outlet is defective. 3. The modem itself may be defective. At this point, we need to send out a technician. The technician will make sure that all your connections are properly installed. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you. Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-mobile-troubleshooting

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer. comcast.com For any specific issue you may also visit

1)

Get Help & Support

http://customer.xfinity.com/help-and-support/

2) Stores and Service Centers http://customer.xfinity.com/service-center-locations 3) Channel lineup 4) Available deal and Speed Check 5) CPNI

http://customer.xfinity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/

Common My account

6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

http://customer.xfinity.com/help-and-support/account/

http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser .

That said, generally I am able to resolve any internet related issues via the following steps.

Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection.

For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided by me today ?

Summarization - if issue fixed

Not Resolved Summarization

1 Temp check Statement

To recap what I have done today to address the wireless issue today is that I have checked the modem status, changed the Wi-Fi channel, checked your cable connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retrieve your Wi-Fi password which resolved the issue today

To recap the steps we took to address the Internet issue, I have checked the modem status, changed the Wi-Fi channel, checked your cable connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retrieve your Wi-Fi password . Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and best fix /advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction And There will be no additional steps required to resolve this as all the steps has been taken from my end to resolve your concern.

Additional assistance

Survey Reminder/Closing

Closing

Is there anything else I can assist you with ? Is there anything else I can do to improve your experience and relationship with Comcast ? “At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority.

Thank you for choosing XFINITY. Have a great day!

1FCR statement

Automatic Opening Ex

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well.

Greeting

Assurance

I would be glad to assist you in resolving the Internet issue. I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

I am here to provide you excellent customer service. Let's work together to get your issue resolved today. For mobile customers

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.

·

Thank you for signing in prior to chatting. This helps us get to your information much quicker

· Appreciate you logging in. This helps us get to your account much easier Let me go ahead and quickly pull up your account

Verification (Primary)

Verification Passed

Failed Verification (CHSI)

Ver 2 Ver 2 Ver 3

( If SSO is yes)

Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

Please follow ITG

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

History Check-if any previous notes are updated in the account If not Resolved

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed) Update ver4

Let's now figure out what's going on with your internet. Health check

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?

Email capture I see that there is an email address already registered on your account, would you like to update it?

I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device. The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your line that makes your connection slow.

Health Check Result

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough . I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green.

Check for outage and follow Outage sheet

Outage

Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.

Expectation setting

Wireless

We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best solution for you. And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.

Currently are you connected through wireless or with wire? What is the error message you are getting while connecting to internet? How many devices are connected at present ? If multiple - Are the rest of the devices working fine with the same connection? Is your internet working on wired connection on this device? Probing Since when have you been facing this issue? Have you performed any troubleshooting steps till now? If yes, please let me know the steps which you have performed so that we do not waste your time during same.

Age of issue

Could you please confirm how many devices are using the same connection/network?

Number of devices.

Troubleshooting Asking customer to connect hardwired We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to your devices. It is important to have a good signal through the direct connection. A good direct connection would ensure that the equipment is at it's best condition and just a few enhancements in the wireless settings are needed.

Remove the splitter (If cx has cable service as well) We need to check if the splitter is causing the issue. Would you be able to connect your modem directly to the cable outlet without the splitter? Now, can you please try to unscrew the coaxial cable at the back of the modem and touch the tip by your finger before screwing it back in? This will help us in removing static from your connection. Do this next step: unplug the power cord and the Ethernet cable at the back of your modem? Leave everything unplugged and disconnected for at least 30 seconds. Next, re-connect the power make sure it's firmly in place and the internet light is on. Then, attach the Ethernet cable. These steps will refresh the signals that your modem is receiving. If the modem comes online then provision the modem or else schedule technician

T/s result Reprovisioning

Before Reprovisioning Expectation setting

Check for resolution

I have very good news for you! I can see here that your modem is starting to stabilize your speed and enhance your connection. I also have done another health check and it's much better than before. What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed connection. You maybe disconnected from this chat while I perform the steps. Please do not close this chat, you will be reconnected once the modem initializes. This may just take 2-3 minutes, please keep this chat window open. In case the chat does not reconnect please do not worry since it is normal . You can check if your internet is working fine, which normally would .

If the issue persists you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account mentioning all troubleshooting steps performed till now. Please check if you are able to surf now . If the customer is still not able to surf, proceed with the trouble ticket Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all the settings are perfectly fine from our end.

Technician visit

There could be three possible reasons for this 1. There is a problem with the flow of the signal from the pole outside to your wall outlet. 2. The physical connection or coax outlet/wall outlet is defective. 3. The modem itself may be defective. At this point, we need to send out a technician. The technician will make sure that all your connections are properly installed. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you. Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be working on this incident and resolve it for good.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-mobile-troubleshooting

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com For any specific issue you may also visit

1) Get Help & Support 2) Stores and Service Centers 3) Channel lineup 4) Available deal and Speed Check 5) CPNI 6) Settings; Get help with passwords, PINs, appointments & alerts.

http://customer.xfinity.com/help-and-support/ http://customer.xfinity.com/service-center-locations http://customer.xfinity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfinity.com/help-and-support/account/

Common My account

7) Billing; Learn about making payments, your account number, http://customer.xfinity.com/help-and-support/billing/ and more. http://customer.xfinity.com/help-and-support/selfinstall/ 8) Self-Installation Kit http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password 9) Password Reset And Clear Cache, Cookies .Try Different browser .

That said, generally I am able to resolve any internet related issues via the following steps.

Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back online and check for connectivity OR 1. Unplug the modem and Router from the power source to turn it off. 2. Unscrew the Coaxial cable at the back of the modem 3. Wait for 10 seconds 4. Securely screw the Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. 5. Bypass the router and Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection 6. Plug back the modem to the power source to turn it on and wait for all lights to sync. 7. Once the modem is fully sync, check for internet connection.

For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference . If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided by me today ?

Summarization - if issue fixed

Not Resolved Summarization

To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed , power cycled and did a hard reset on your modem which resolved the issue today

To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed , power cycled and did ahard reset on your modem. Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and best fix /advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction And There will be no additional steps required to resolve this as all the steps have been taken from my end to resolve your concern.

Additional assistance

Survey Reminder/Closing

Self Help Closing

Is there anything else I can assist you with ? Is there anything else I can do to improve your experience and relationship with Comcast ? “At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority.

It has been my pleasure helping you today and I truly appreciate your understanding and cooperation. For future reference, help can be found at xfinity. com/help Thank you for choosing XFINITY. Have a great day!

1 Temp check Statement

1FCR statement

Steps to set WIFI:Can you please access http://10.0.0.1 Please confirm if you will be asked to log in. Please use "admin" for the username and "password" for the password. Please Access Gateway > Connection > Wi-Fi from the left navigation menu. Then click the Edit button next to the Network Let me know if you are in the Network settings page already. Great! From there, please change the SSID to your preferred Wi-Fi name. Then select WPA2-PSK for the Security Mode. Enter your preferred Wi-Fi password under Network Key/Passphrase. Click the Save settings button. WIFI name change

COMCAST SUPPPORTED ROUTER:-

1.(Model numbers TG852G, TG862G, SMCD3DNV, TC8305C) or Wireless Gateway 2 (Model numbers DPC3939, TC8706). Access:--Router Login: http://10.0.0.1 Login Name (case sensitive): admin Login Password (case sensitive): password SSID (Network name): Printed on bottom of device label Network Key: Printed on bottom of device label Customers can use the secure Default SSID and Network Key without having to access the User Interface

B. Press and hold the default Reset button, located on the back of the device for at least 15 seconds. Release the default Reset button and wait for the router to reboot. 2).Netgear WNR1000 802.11n1x1 Access:---Router Login: http://www.routerlogin.net or http://192.168.1.1 Login Name (case sensitive): admin Login Password (case sensitive): password Firewall Inbound: Disabled Firewall Outbound: Enabled Wireless Communication: Enabled SSID name: NETGEAR Security: Disabled Broadcast SSID: Enabled 3).WNR3500 802.11n2x2 Access:-Router Login: http://192.168.1.1 User name: "blank" Password: admin RESET:- Press and hold the Reset button, located on the back of the device, for approximately five seconds, or restore the defaults from Administration > Factory Defaults in the Router's web-based utility.

4)>Netgear WGR614v8 802.11g

http://192.168.1.1 User name: admin Password: password SSID: netgear Channel: auto Security: none WPA/WEP Passphrase: none RESET:-Use a sharp object such as a pen or a pointed, non-metallic object to press and hold the restore factory settings button, located on the rear panel of the router, for about 20 seconds. Release the restore factory settings button, and wait for the router to reboot.

WIFI

Please follow these steps: 1. Open a web browser and navigate to the IP address of your router, by entering the IP address in the browser's navigation text box where you normally enter a website domain. For default installations, Netgear ships with the 192.168.1.1 IP address. 2. Enter your current administrator password. The default user name and password for the administrator account are "admin" and "password", respectively. (For older Netgear models, the default admin password is "1234"; models supplied by Comcast cable or with model number "RP114" carry the 1234 password.) 3.Click the "Set Password" link on the left side of the control panel. A new window is displayed with three text boxes: "old password", "new password" and "confirm new password". 4. Click the "Apply" button to save the new admin password on your Netgear router. Please note: If you forget your admin password, hold the reset button on the back of the router for approximately 5 seconds. This restores the router to its factory default settings.

For cable modem users: 1.Shut down your computer. 2.Disconnect the power supply from your cable modem. 3.Disconnect the Ethernet cable from your cable modem. 4.Connect the Ethernet cable for your router (link port) to the cable modem. 5.Connect the Ethernet cable for the port recommended by the router manufacturer to your computer. 6.Turn on the cable modem and allow it to cycle through and lock into the network (approximately 90 seconds). 7.Turn on your router and allow it to cycle through (approximately 90 seconds) — at this point, the router has obtained a new IP address from us. 8.Turn on your computer. You’ll notice the computer now has the private IP range provided by the router. 9.Configure your router in compliance with the manufacturer's guidelines.

Internet isn't working on one computer •If you've recently changed or upgraded your firewall and/or antivirus software, disable them. If this resolves the issue, contact the software manufacture. •If you upgraded to Windows XP, make sure the Windows firewall isn't running. If it is, disable it.

Internet isn't working on multiple computers First, reboot your network devices: 1.Shut down your computer. 2.Turn off your modem and unplug it from the power outlet. 3.Turn off the wireless router by pressing the power button in the back. 4.Plug the modem in and turn it on. Wait two minutes for it to completely restart before moving on to Step 5. 5.Turn on the wireless router. Wait two minutes for it to completely restart before moving on to Step 6. 6.Turn on the computer.

If this doesn't restore your connection, try connecting your computer directly to your modem :

Signature Support Wireless Networking Troubleshooting Demarcation Document ID POL1708; Published April 16, 2014 Signature Support Wireless Networking agent is responsible for: · Setting up or resetting wireless security encryption using WPA. · Configuring printer sharing for all the computers connected to the network. · Configuring file sharing for all the computers connected to the network. · Adding other devices to the network, such as game consoles, network DVD players, Smartphones, and VOIP. · Troubleshooting connectivity problems caused by the customer's computer and any other software issues. · Installing and configuring additional hardware required to add computers to the network. · Configuring advanced router settings, such as parental controls, port forwarding, and content filtering.

Signature Support Wireless Networking (Number)

1800-XFINITY

Automatic Opening Ex Greeting

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well.

I would be glad to assist you in resolving the "_______" issue. Assurance

I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

I am here to provide you excellent customer service. Let's work together to get your issue resolved today. For mobile customers

Or Or or or

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.

Thank you for signing in prior to chatting. This helps us get to your information much quicker Appreciate you logging in. This helps us get to your account much easier

· ·

Let me go ahead and quickly pull up your account

( If SSO is yes)

Please confirm the complete name of the account holder as listed on the account?

Verification (Primary)

For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number. For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear. Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck?

Verification Passed

Failed Verification (CHSI)

Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue. I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud. That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details. Would you like to proceed?

History Check-if any previous notes are updated in the account If not Resolved

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed)

Update ver4

Let's now figure out what's going on with your internet.

Health check

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results.

Email capture

CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it?

Health Check Result

I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device. The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your line that makes your connection slow. The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough . I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it performs at its best. The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green.

Expectation setting

Before we begin, I would like to inform you that our live chat support can help you view the data usage on your account and provide you the information regarding any data cap on the same. For further information I might have to connect you to Customer Assurance Team. If you get disconnected please call us on 1-877-807-6581 .

Probing

Troubleshooting Let me provide the steps to view the data usage on your account. 1. Please go to My Account once logged in. Resolve/Address Issue(s)

2. Then click on My Services, look in the Equipment section (located toward the upper right side of the screen), and click on View Details. 3. From there, you can view your Data Usage Meter details page that shows your monthly data usage. Please let me know if you already found it.

If customer is Unable to View the details

What I am going to do is create a ticket to investigate on this further. I have not received any updates if the data usage meter has been removed completely from customers account online since Data Policy is now suspended. My system is also not getting any results when I checked your data usage this month.

If there is no Data Capping in the area

As mentioned earlier, Data capping has been suspended. You can enjoy surfing the internet anytime with no additional cost. Comcast will definitely notify you when the Data Usage Policy have been restored. We are suspending enforcement of the current cap while we begin to trial two new data usage approaches.

Summarization

To recap what I have done today to assist you on checking data usage meter, I have shown you the path where you can check the details of data usage on your account itself which you can utilize in future too and so I have resolved your query today .

OR To recap what I have done today to assist you to know the Data usage on your account is that I have taken you to the path which will show the data usage for your account Not Resolved Summarization

Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and best fix /advanced troubleshooting I've created a ticket to investigate it further ,and Comcast will definitely notifies you when the Data Usage Policy have been restored. Please note the ref number for the chat interaction And There will be no additional steps required to resolve this as all the steps has been taken from my end to resolve your concern.

Cx appreciation

I thank you for your understanding all throughout this chat.

Self Help Spiels I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps. You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internetmobile-troubleshooting

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer.comcast.com For any specific issue you may also visit

1) Get Help & Support 2) Stores and Service Centers

http://customer.xfinity.com/help-and-support/

3)

http://customer.xfinity.com/service-center-locations

Channel lineup

http://customer.xfinity.com/service-center-locations

4) Available deal and Speed https://www.comcast.com/localization/localize.cspx?referer Check http://customer.xfinity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ 5) CPNI

Common - My account

6) Settings; Get help with passwords, PINs, appointments & alerts. 7) Billing; Learn about making payments, your account number, and more. 8) Self-Installation Kit 9) Password Reset

http://customer.xfinity.com/help-and-support/account/

http://customer.xfinity.com/help-and-support/billing/ http://customer.xfinity.com/help-and-support/selfinstall/ http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password

Temperature Check Statement FCR Do you consider the issue resolved ? Have I resolved your issue today?

1 Temp check Statement

Do you agree that your issue is now closed?’ CAE Are you satisfied with the resolution provided my me today ? 1FCR statement Is there anything else I can do to improve your experience and relationship with Comcast ?

Survey Reminder/Closing

Self help Closing

“At the end of this chat there is a short survey. I'd appreciate if you can take a moment to complete it so we can continue to improve the service we provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.” Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority. It has been my pleasure helping you today and I truly appreciate your understanding and cooperation. For future reference, help can be found at xfinity.com/help Thank you for choosing XFINITY. Have a great day!

Automatic Opening Ex Greeting

Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information. I hope you are doing well. I am sorry about the natural climatic disaster we are currently facing. I hope you and your family are safe.

Assurance

For mobile customers

I assure to provide you with appropriate resolution for the issue you are facing today. Let me address your concern and provide the best possible resolution.

As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected. ·

Verification (Primary)

Or or

Thank you for signing in prior to chatting. This helps us get to your information much quicker

· Appreciate you logging in. This helps us get to your account much easier Let me go ahead and quickly pull up your account Please confirm the complete name of the account holder as listed on the account? For account security & verification, please provide the following information as they appear on the account: 1] The complete address where the services are installed. Also include Apt/unit #, State & Zip. 2] The last 4 of the SSN listed on the account or your Comcast account number.

( If SSO is yes)

For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account. Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's rear.

Verification Passed

History Check-if any previous notes are updated in the account If not Resolved

Health Check

Email capture

GO BACK TO SLOW INTERNET CONNECTION

Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue.

I see that you also chatted for " _________" related issue , was it completely resolved? OR I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed)

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services. or Let's run a quick system check on your account. or I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-4 minutes for the results.

Up da te ver 4

v4

CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it?

Health Check Result

1. Pull up the account ,check Einstein outage notification tab After running a system health check in your account and I am glad that there are no problems or issues with your equipment, nor with your account. This is a simple area outage to upgrade the Comcast networks and our engineers and technicians are on the double for the quick resolution of this service interruption.

After running a system health check in your account and I am glad that there are no problems or issues with your Health Check Result(Hurricane/Natural Disaster) equipment, nor with your account. This outage is related to the recent natural climatic disaster . Our engineers and technicians are working on it to resolve this as soon as possible

Expectation setting Probing Troubleshooting

Please be advised that the estimated end time of the outage will be on "Date" till " Time" EST Would you like to receive a text notification once the outage is fixed?

USE THIS SCRIPT IF YOU CAN SEE THE ETR IN Einstein

We estimate your services will be restored by ( insert ETR ). As part of the Comcast Customer Guarantee our technicians will ensure that your services are restored as quickly as possible if there is a service interruption due to technical issues.

USE THIS SCRIPT IF THERE'S NO ETR IN Einstein

We don't have an estimated time for completion at this time. As part of the Comcast Customer Guarantee our technicians will ensure that your services are restored as quickly as possible if there is a service interruption due to technical issues.

USE THIS SCRIPT FOR Online TV Outage

Resolution - If issue persist after outage Resolution Communication

I apologize for the inconvenience caused to you, and would like to inform you about the XFINITY website which is getting updated with more features. This is the reason why the customers aren’t able to watch TV online.

Link the account to this outage I have linked your account to this outage to document that you were impacted by this temporary interruption. I would like to give you the outage reference number: # I apologize for any inconvenience this has caused you. Thank you for allowing us to work on this temporary interruption.

You will know when service is restored once the "Online Light" becomes and stays a solid color on your modem. USE THIS SCRIPT FOR OUTAGE INCLUDING CDV

Summarization

Summarization - If issue after outage time faced

Here at Comcast we want to make sure that our customers do not get charged for maintenance needed to improve our service. As soon as your Comcast service is back up, please chat back with us and we will credit your account for the service interruption during the maintenance period. Thank you so much for your patience! Just provide this ticket number for reference: ____________

To recap what I have done today to address "______ " issue , is that I have provided you the reason of " _______" is because of the outage being reported in your area and I have linked your account with the outage so To recap what I have done today to address "______ " issue , is that I have provided you the reason of " _______" is because of the outage being reported in your area and I have linked your account with the outage so Since the issue still persist for best fix /advanced troubleshooting I've created a ticket to investigate it further ,and Linked the account to outage . Comcast will definitely notify you when the Outage have been restored. Please note the outage ref number # And There will be no additional steps required to resolve this as all the steps has been taken from my end to resolve your concern.

V4

New

Cx appreciation

I thank you for your understanding all throughout this chat.

Self help

Self help -Mobile Customers

Closing

I am glad I was able to provide you the reason why your TV is not getting pictures . you can also determine if there is an outage in your area? Simply visit this link to get started: http://customer.xfinity.com/help-and-support/cable-tv/outages-in-your-area

I also wanted to let you know about a free new service offered by Comcast called Comcast Alerts. You can now get text messages and alerts on your handheld mobile device about your Comcast account and services, including outages. For more information about this, you can click on this link: http://www.xfinity.com/alerts/.

Thank you for choosing XFINITY. Have a great day!

A. Verification 1. Does iButton show that customer passed SSO authentication? 2. Have I fully verified the account with the information provided by the chatter? 3. Is the chatter the account holder/authorized user?

B. Order Processing 1. Do we have the promotion/offer available? 2. Is the customer eligible for the offer? 3. Does the customer know the kind of service he will be getting? (Cable – Channels; Internet – Speed; Phone – CDV Features, Native or Ported, Published or Non-Published) 4. Does the customer know details of his request? (ex. Contract/noncontract , with/without Visa, ETF) 5. Have I informed the customer of the exact one time install fee? 6. Do I need to run Credit Check for the customer? 7. Is deposit and/ or prepay required? 8. Have I added all required equipment as requested by the customer and as necessary to the service? 9. Have I added the correct installation codes based on Einstein Market policy? 10. Have I informed the customer of his installation date and time as well as the precall/ tech visit guidelines? 11. Am I able to provide the customer summary / recap of his order? (ex. MRC exact rates, roll off rate, EDP rate, Service Terms and ETF guidelines) 12. Does customer need to complete ELOA? Have I provided the correct ELOA link? Or does the customer know the number to call in case ELOA link won’t work? **Einstein Doc ID CNT1094 - Electronic Letter of Authorization (ELOA) Published July 01, 2015 ** Einstein Doc ID POL1454 - Electronic Letter of Authorization (ELOA) Acceptance Process Published February 16, 2015

C. Account Documentation 1. Is my notation complete with all necessary information on it? (Agent’s SC ID, Customer’s Name, Package Name and promo duration with roll off rate and EDP rate quoted, Visa information, Install/SIK information, and Order ID or Chat ID, Eservice Ticket, and Callback Details) **Einstein Doc ID POL1121 - Commenting an Account Published February 16, 2015

Port Forwarding / Port Triggering Help https://customer.xfinity.com/help-and-support/internet/port-forwarding-xfinity-wireless-gateway/ Port Triggering is an advanced feature that can be used for gaming and other internet applications. Port Forwarding can typically be used to enable similar functionality, but it is static and has some limitations. Port Triggering opens an incoming port temporarily and can does not require the server on the internet to track your IP address if it is changed by DHCP, for example. Port Triggering monitors outbound traffic. When the router detects traffic on the specified outbound port, it remembers the IP address of the computer that sent the data and "triggers" the incoming port. Incoming traffic on the triggered port is then forwarded to the triggering computer. Using the Port Forwarding / Port Triggering page, you can make local computers or servers available to the Internet for different services (for example, FTP or HTTP), to play Internet games (like Quake III), or to use Internet applications (like CUseeMe). Port Forwarding is designed for FTP, Web Server or other server based services. Once port forwarding is set up, request from Internet will be forwarded to the proper server. On the contrary, port triggering will only allow request from Internet after a designated port is 'triggered'. Port triggering applies to chat and Internet games.

Port Forwarding For the services, applications, or games, that already exist in the pull-down list, you'll only need to specify the computer's IP address. Otherwise, the port number and computer's IP address for each service, game or application should be specified by clicking the Add Custom Service button. Port Assignment You may make up to 20 different port assignments for Internet services, applications or games. In the Service Name lists, you'll be able to select either a service, an application or a game. If you don't see an item that you want to use in any of the lists, check with the software or game developer for the correct port numbers to use. For Internet Services Before starting, you'll need to determine which type of services you'll provide and the IP address of the computer that will provide those services. The most common services you would provide are a Web (HTTP) server or FTP server. To setup a computer or server to be accessible to the Internet for an Internet service: 1. Select the Internet service you want to use from the Service Name list. 2. Type the IP address of the computer in the Server IP Address box. 3. Click Add button. Note: You may have a single computer or server available for more than one type of service. To do that, select another service, and type the same IP address for that computer or server. For Internet Games or Applications Before starting, you'll need to know which service, application or game you'll be configuring. Also, you'll need to have the IP address for the computer that you want to use. To setup a computer to play Internet games or use Internet applications: 1. Select the Internet application or game you want to use from one of the relevant lists. The Start Port and End Port boxes are filled in. Note: If you can't find the game or application you want in one of the lists, click Add Custom Service button, and type the Service Name, Starting Port, Ending Port, and Server IP Address information. 2. Type the IP address of the computer in the Server IP Address box. 3. Click Add button. To setup an additional computer to play, for example Hexen II or KALI: 1. Click the button of Add Custom Service . 2. Type the service name in the Service Name box. 3. Type the beginning port number in the Starting Port box. For these games, use the supplied number in the default listing and add +1 for each additional computer. For example, if you've already configured one computer to play Hexen II using port 26900, the second computer's port number would be 26901, the third computer's port number would be 26902. 4. Type the same port number in the Ending Port box. 5. Type the IP address of the computer in the Server IP Address box. 6. Click Apply button. To modify a service entry: 1. Select the entry's radio button of the table. 2. Click Edit Service 3. Modify the information from the Service Name, the Starting Port, Ending Port, and the Server IP Address boxes. 4. Click Apply button. To delete a service entry: 1. Select the entry's radio button of the table. 2. Click Delete Service button.

Important Numbers Cancellation / Downgrade Team Number Xfinity Voice Support Number Advanced wireless Support Team Number Activation Team Number Eloa Confirmation Number Spanish Technical / Sales team Number Business Helpline Number Customer Security Assurance team Number Services transfer Hotline Number Internet Essential Contact Number Norton Support Number Comcast XBOX Support XFINITY Mobile Apps XFINITY TV Support Seasonal phone support Customer Security Assurance Department

1-800-934-6489 1-800-934-6489 1-800-934-6489 1-855-652-3446 1-855-423-9888 1-877-782-3561 / 888-780-8571 1-800-391-3000 1-888-565-4329 1-888-245-4000 1-855-850-4550 /1-855-846-8376 1-877-272-7149 1-800-469-9269 / 425-635-7102 1-877-599-1846 XFINITY Mobile Apps : 1-877-599-1845 XFINITY TV Support : 1-888-586-2364 1-888-633-4266 888-565-4329

1-800-391-3000

View Past Bills :

https://customer.xfinity.com/#/billing/past-statements Email Troubleshooting Steps:

https://kb.mediatemple.net/questions/905/Troubleshooting+common+issues+with+email#gs Using Email Client Programs with Comcast Email

http://customer.xfinity.com/help-and-support/internet/email-client-programs-with-xfinity-email

Comcast-Supported Routers, Gateways, and Adapters :

http://customer.xfinity.com/help-and-support/internet/comcast-supported-routers-gateways-adapters Setting up email on my iPhone or iPod Touch

https://kb.mediatemple.net/questions/720/How+can+I+set+up+email+on+my+iPhone+or+iPod+Touch%3F#gs Retrieve Your Router Password:

http://customer.xfinity.com/help-and-support/internet/forgot-password-for-your-router/

MAC Support : http://forums.xfinity.com/t5/E-Mail-and-Xfinity-Connect-Help/Managing-your-Email-in-Mac-OSX/td-p/778503 http://hints.macworld.com/article.php?story=20050420025219402 Troubleshoot XFINITY Internet Connectivity Issues

http://customer.xfinity.com/help-and-support/internet/internet-connectivity-troubleshooting/ Configure XFINITY Internet Windows Connection Settings:

http://customer.xfinity.com/help-and-support/internet/configure-xfinity-internet-windows-connection-settings Configure OSX to Connect to XFINITY Internet:

http://customer.xfinity.com/help-and-support/internet/set-up-xfinity-internet-on-mac-os-x

How to Install Your Self Installation Kit (SIK) Devices & Activation number :1-855-652-3446

http://customer.xfinity.com/help-and-support/phone/how-to-install-your-self-install-kit-devices/

Setting changes on Comcast Snooze Caller ID on PC:

http://customer.xfinity.com/help-and-support/phone/snooze-caller-id-alerts/ Set Snooze for Caller ID on TV Alerts:

http://customer.xfinity.com/help-and-support/internet/set-snooze-caller-id-alerts-on-tv Activate Caller ID on TV Through On-Screen Guide

http://customer.xfinity.com/help-and-support/phone/activate-caller-id-on-tv-through-on-screen-guide Caller ID setup:

http://customer.xfinity.com/help-and-support/phone/about-caller-id Set Up Voicemail for XFINITY Voice:

http://customer.xfinity.com/help-and-support/phone/setting-up-voicemail/ Call Screening:

http://customer.xfinity.com/help-and-support/phone/call-screening/ Call Trace & harassment:

http://customer.xfinity.com/help-and-support/phone/about-call-trace Change your primary user:

http://customer.xfinity.com/help-and-support/account/change-your-primary-account/

Wireless Home Networking Equipment Checklist

http://customer.xfinity.com/help-and-support/internet/home-networking-equipment-checklist Router Config.

http://webadmin.comcast.net/xb3/USGCUSADMIN/at_a_glance.php Remove the Proxy Setting in Your Browser

http://customer.xfinity.com/help-and-support/internet/remove-proxy-settings-in-your-browser Accessing and Setup of a Wireless Gateway

http://customer.xfinity.com/help-and-support/internet/wireless-gateway-setup Set Up Your Wireless Network

http://customer.xfinity.com/help-and-support/internet/setting-up-wireless Dummy Site for Operating System & Emails Client

http://www.oyah.net/

Commands:

http://stickystatic.com/doscommands.php To Reschedule appnt:

http://customer.xfinity.com/help-and-support/account/confirming-or-rescheduling-appointment manage DVR online

http://xfinitytv.comcast.net/mytv/dvr Connect additional computers to your home network

http://customer.xfinity.com/help-and-support/internet/setting-up-additional-computers-in-a-network/ Channel Lineup

http://customer.xfinity.com/help-and-support/cable-tv/id11-channel-lineup/ Windows problems

http://www.tech-pro.net/howtos.html How To: Recover deleted emails

http://www.tech-pro.net/how-to-recover-deleted-emails.html How to backup Ms. Outlook 2007 in easy steps.

http://techdunes.com/2010/10/26/backup-ms-outlook-2007-easy-steps/ Backup Outlook emails and settings

http://www.backup4all.com/kb/backup-outlook-emails-and-settings-125.html How to Back Up Outlook Emails and Settings

http://www.ehow.com/how_6689835_back-up-outlook-emails-settings.html how to change Wi-Fi password for netgear router

http://kb.netgear.com/app/answers/detail/a_id/23439/session/L2F2LzEvdGltZS8xMzg4MDUyMTEwL3NpZC9Hb0JBX01JbA%3D%3D how to connect Blu-ray with Wi-Fi router

www.docs.sony.com/release/BDPS560_connection.pdf · How to Connect a Sony Blu-ray to Wireless Internet

http://www.ehow.com/how_7334372_connect-sony-blu_ray-wireless-internet.html How to Hook Up a Blu-Ray Wireless

http://www.ehow.com/how_7307912_hook-up-blu_ray-wireless.html Store Locator http://www.xfinity.com/Corporate/shop/retail/StoreLocator.html

To sign up for Eco bill paperless statements: Click on the Account & Bill tab in Customer Central. Sign in to your account. Select the Manage Statement Options button. Select Electronic Statement Only with Comcast's Eco bill. Click Save. To set automatic payment method You can select the Set up automatic payment button on the homepage or Account and Bill page Choose a payment method, enter the bank/ credit and billing information and click Next Accept the terms and agreements and click Enroll Confirmation is displayed - click OK To cancel auto payment: Click Set up automatic payment on the Account and Bill page Select Cancel recurring payments and click Next Click OK to confirm Confirmation is displayed - click OK To add secondary Username Visit Customer Central and sign in to your account. Click the Users & Settings tab. Choose Create Secondary User under the drop-down menu. Fill out the form and click Next Choose account type Unrestricted or Restricted and click Update. Review the confirmation page and click OK. You can follow these steps to make one time Payment Select the Make one-time payment button on the homepage or the Account and Bill page Select a Payment Method - Checking Account, Savings Account or Credit Card Enter the Checking Account, Savings Account or Credit Card information and the amount to pay Select a billing address and click the Submit payment button A confirmation screen displays - click OK You can follow these steps to change Primary account into secondary Log in to Customer Central with the Primary account Log in to Customer Central with the Primary account Choose an Unrestricted Secondary account from the dropdown Click Suspend/delete account Click the Change Primary account link Select the Secondary account from the dropdown and enter the password, click Update A confirmation page will display Set up your Comcast voicemail. The first time you call into voicemail, you’ll need to call from your home phone. Dial *99 or enter your home phone number. Follow the recorded prompts to create a password and record a personalized greeting. Set up Skip PIN Access your voicemail. Select option 4 to change your Personal options. Select option 2 to change Administrative options. Select option 5 to control the Skip PIN option. elect option 1 to turn on the Skip PIN option To watch On Demand programming with XFINITY TV: Press the Menu button on your remote. Select On Demand from the quick menu to view program options. Press the Select button to enter your selection. Select Buy or Watch for your selected program. Confirm your selection. Check your voicemail From home: Dial *99 or dial your home phone number. Enter your password when prompted. Remotely: Dial your home phone number. Press the pound key (#) when your personal greeting starts. Enter your password when prompted. If you have both XFINITY Voice and Internet services, you can check your voicemail online: Go to www.xfinity.comcast.net. Select the Email icon. Enter your primary Comcast ID and password. Click the Voice tab and your call records will display. If you have only XFINITY Voice: Go to www.xfinity.comcast.net. Select the Voice icon. Log in to the Digital Voice Center using your XFINITY Voice telephone number and current voicemail passcode. To add external Email Go to XFINITY Connect, log in, and click Preferences. Click Email Manager. Select Add Account. You’ll need to fill out: Account Name: This identifies the new account (example: AOL). Email Address: Enter the address you’d like to add. Account Type: POP3 or IMAP. Email Server: You’ll need to get this information from your email provider. User name: Everything to the left of the @ symbol in your Comcast email address. Password: The password for your account. Click Test Settings. Click Save To allow or block other users from connecting: (Wi-Fi) Double-click the Comcast Home Networking icon on your desktop. Select Comcast Home Networking Customer Interface. Select Wireless Settings. Choose Access Filter. Check Yes to Enable Wireless Filter. Click the Select A Computer/Device button.

Choose the computer that you want to allow and click Add. Click Apply.

Steps for port forwarding

New Steps Procedure to resolve

1. From a device that is connected to your network, open a web browser and go to http://10.0.0.1. 2. Log in to the Admin Tool: Username: admin Password: password (unless you changed it) 3. Select Enable. The button will turn green. 4. Click +ADD SERVICE in the Port Forwarding box. 5. The Add Service page appears. 6. From the Common Service drop-down menu, select the appropriate option (FTP, AIM, HTTP, PPTP). Selecting one of these options will automatically populate the start and end ports below the Common Service field. For a service not listed, select Other and type Service Name in the field. 7. Select the Service Type. The Service Type is the protocol used for sending data over the Internet. The default is TCP/UDP.

Port Forwarding/ Connecting external devices with Wifi-Roku, Play station, Xbox Or Ps3 and Ps4 connection set up with respect to port forwarding requirement on Router login settings.

8. For the IPv4 Address or IPv6 Address fields, click CONNECTED DEVICE, to select the device on your network and populate these fields. If the CONNECTED DEVICE button doesn't appear on the page:

Free Vpn steps: Go to control panel >Network and internet>Network and sharing center> Set up a new connection or network> connect to a workplace> Click next>Click use vpn connection from my internet> Internet internet address as "UK.websitevpn.com" > enter user name as "WebsiteVPN.com" and password as "FreeVPN" > click submit/next or Finish> then finally vpn is set up to use.

Open a new browser window, follow Steps 1 and 2 from above, and go to Connected Devices > Devices, as shown below. Under Online Devices' Host Name, click the name of your device for which you want to add the port forwarding rule. Highlight and copy the IP address. Return to the previous browser window and paste the IP address. 9. The start and end ports will populate only if you selected one of the four Common Services. If not, enter the port numbers that are required for the game or service for which you want to add the port forwarding rule. 10. Click SAVE.

11. You have created a port forwarding rule on your home network, but before you log out of the Admin Tool, take note of your WAN IP address (as seen below). You'll need this information to begin using the game or service.

Retrieve Wi-Fi password on Windows without getting Password reset done

Login to router settings and follow steps to change Wi-Fi password

Click start- Control Panel-Network and Internet-Network and Sharing Center-Change adapter settings at left-Right click on Wi-Fi connection name-Click properties-click wireless properties-click security-Show password

Retrieve Wi-Fi password on Windows without getting Password reset done

Login to router settings and follow steps to change Wi-Fi password

Click start- Control Panel-Network and Internet-Network and Sharing Center-Right click on Wi-Fi connection name at right side -Click properties-click wireless properties-click security-Show password

Retrieve Wi-Fi password on MAC without getting Password reset done

No steps used currently by agents

Click on Finder (1ST TAB AT LEFT CORNER ON mac PANNEL) -Applications-Utilities-Double click on key chain access to show Wi-Fi password Click on Launch pad (2nd Icon at left )-Utilities-Double click on key chain access to show Wi-Fi password

Connecting and disconnecting Wi-Fi set up on MAC -Method 1 Disconnecting Wi-Fi set up on MAC -Method 2

No troubleshooting /Steps No troubleshooting /Steps

Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on Turn Wi-Fi Off/On from right top Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on - (Minus) sign from left bottom to Remove Wi-Fi from system

Connecting Wi-Fi set up on MAC--Method 2

No troubleshooting /Steps

Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on + (Plus) sign from left bottom -enter Wi-Fi name and Re-enter Wi-Fi name -Click create to re-add Wi-Fi connection.

Comcast DNS Web Site

No troubleshooting /Steps

The Comcast DNS website located at http://dns.comcast.net and provides status -

Steps: Power up your PSP system. Navigate to "Settings" on the Media Crossbar, then scroll down to "Network Settings" and press "X" to enter the network settings menu. Select "Infrastructure Mode" to configure an Internet connection, then select "New Connection." Enter a name for your new connection, when you have finished selecting your name select "Enter" and hit the "X" button. PSP CONNECTION ISSUE :-

Same to be followed Select "Scan" to initiate a wireless scan, when the scan has completed the PSP will report all wireless signals located in the area along with a reading of their approximate signal strengths. Locate your wireless connection among this list and press "X." If you have any form of wireless encryption, you will be prompted to enter your password. When you have finished entering your security information press the "Right" button on the directional pad to scroll through the remaining windows. Press "X" when prompted to save your new connection.

Run-Commands IPV4/SUBNET MASK AND DEFAULT GATEWAY DETAILS GETS DISPLAYED WITH THIS COMMAND IPV4/SUBNET MASK, DEFAULT GATEWAY, DHCP AND DNS DETAILS GETS DISPLAYED WITH THIS COMMAND Release IP form system Renew Ip from system Display only dns details of system Remove/flush out DNS from system Register DNS in system To detect packet loss and connection between system and Router/gateway Directly gives IP address of particular website and LAN/or server IP Takes directly to internet properties of Browser (General/security/privacy and advanced settings also browser reset option settings)

Ipconfig Ipconfig/all Ipconfig/release Ipconfig/renew Ipconfig/displaydns Ipconfig/flushdns Ipconfig/registerdns Ping Nslookup inetcpl.cpl

Ping 10.0.0.1 Or ping 192.168.1.1 Or ping 192.168.0.1 (Based of Ip address of Router/gateway) If packet loss is 0%

Ping Test

Result of Ping Test

If packet loss is 100%

Connection Is stable and perfect and getting perfect internet with wired and Wi-Fi if tested with Wi-Fi Router/gateway IP address Connection Is not stable and not getting internet at all with wired and Wi-Fi if tested with Wi-Fi Router/gateway IP address

If packet loss is 10%/ 20%/70% or some percentage in Internet connection is intermittent loss

Run-Commands on MAC Operating System- Type terminal on right top Search box and click enter: Command prompt for mac will get displayed to run above commands

Commands From System prefetch (Win +R from keyboard and type prefetch) Clear Temp/unwanted heavy waste files from system Clear recent open files documents and does not delete recent (Win +R from keyboard and type Recent) from actual location Cookies (Win +R from keyboard and type Cookies) Clear cookies from system Services.msc (Win +R from keyboard and type Search for DHCP client and DNS client . Right click on Services.msc) both one by one and Click on Restart of Refresh

Internet Explorer (IE) Shortcuts-Shortcuts from keyboard Internet Explorer (IE) Shortcuts

Function

ESC F5

Stop downloading current page Refresh page

F11

Toggle browser between full-screen and regular view

ALT + Left Arrow ALT + Right Arrow ALT + HOME CTRL + D CTRL + F CTRL + H CTRL + I CTRL + P CTRL + T CTRL + TAB CTRL + W CTRL + 9 CTRL + SHIFT + H CTRL + SHIFT + Q CTRL + SHIFT + TAB

Back Forward Go to homepage Add page to Favorites Find on page Open History Open Favorites Print Open new tab Switch to next tab Close current tab Switch to last tab Open History in pinned mode View list of open tabs Switch to previous tab

Mozilla Firefox Keyboard Shortcuts Mozilla Firefox Shortcuts

Function

ESC F5 F11 ALT + HOME ALT + Left Arrow ALT + Right Arrow CTR + + CTR + CTRL+ 0 CTRL + K CTRL + TAB CTRL + D CTRL + B CTRL + P CTRL + R CTRL + T CTRL + N SHIFT + ENTER

Stop downloading current page Refresh Full screen view Go to homepage Back Forward Zoom In Zoom Out Zoom Reset Select a search bar Switch tabs Add bookmarks Open Bookmarks Print Reload New Tab New Window Open link in new window

Google Chrome Keyboard Shortcuts Google Chrome Shortcuts

Function

ALT + F4 ALT + HOME ALT + SHIFT +B CTRL + B CTRL + H CTRL + N CTRL + T CTRL + O CTRL + P CTRL + W CTRL + 9 CTRL + SHIFT + B CTRL + SHIFT + N

Close current window Open homepage Open Bookmark manager Toggle Bookmarks on/off View History Open new window Open new tab Open a file from your computer in Google Chrome Print page Close current tab Switch to last tab Open the Bookmark manager Open a new window in incognito mode Reopen the last tab you've closed (Chrome remembers last 10) Switch to next tab Switch to previous tab Switch to the next tab Open link in new tab in the background Open link in a new window

CTRL + SHIFT + T CTRL + TAB CTRL + PageUp CTRL + PageDown CTRL + (click hyperlink) SHIFT + (click hyperlink)

The Pandora account should be created first. On your PC, you may need to access http://www.pandora.com./ Resolve/Address Issue(s)

Then, please create your account. Once done, we will link it to our X1 TV. Do take your time.

Requirement

Just like Facebook, a customer needs to have a Facebook account for us to link it to the X1 TV. Here are the steps to link Pandora to X1: 1. Go to this link http://xfinity.com/xtv 2. Log in with your Comcast ID and password 3. Click or tap the TV App Settings Tab 4. Under Facebook/Pandora, click Connect, enter your Facebook/Pandora information including email and password and Click on Connect. 5. You have the option to enable or disable Apps PIN to access Please to select Pandora. You can also link your Facebook account.

Resolve/Address Issue(s)

Your application PIN is the touch tone keypad equivalent of the first four characters of your comcast.net password. For example: if your password is "Comcast" your application PIN would be "2662". Use the 1 key for symbols and special characters. Was there an error/issue or were you able to complete the process? Please check it on your TV. Pandora will reflect on the Internet Apps. Is there a scroll bar? If yes, please scroll the bar to check all the Apps. It should be on your TV with the X1 Box installed on it.

Do's Use Positive and Power words Like :

Great, Glad to inform you .

Appreciate customers In between where you have asked customers to do certain steps and he has Thanks for being a great help in done that successfully. helping me fix the issue today

Avoid UID Chats Health Check statement

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your services.

Don’ts

[1] Amit Kumar Tripathi: