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INDEX UID UID Issue Email issues Slow Speed CHSI Intermittent Connection No internet Wif Recommended Spiels Important Numbers v2 Important Linksv2 General Information How To v2 Pandora v2 Wif 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 KeywordsSC Keywords
Version
Ver 1
Ver 2
Ver 3 Ver 3.1 Ver 3 Ver 3.1
New Additions
chcc_id Usage Title
492666 GS
Callback Pilot Phone Number
492111
Disconnect Avoidance
492126
SIK Didn't Work
492131 GS
Work Together to Fix Issue
492164 GS
Request Earlier Appointment
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
491987 GS
Privacy Explanation
491962
Name Not Listed on Account
492046
Add Authorized User?
492008
Need to be Added as Authorized User
492033
Can't Activate Service, Please Call
491879
Different Info on Account
491963
Last 4 of SSN
491960
Name, Phone #, Last 4 of SSN, PIN
491983
Can't Find Account, Request Full Address
491991
Username
492313
Address
492346
Existing Account?
492350
No Pre-Chat Info
492300
Ask for Security PIN
492205
Mail Security PIN, 5 Business Days
491958
Please Answer Secret Question
492042
Mail Security PIN?
491952
No Security Question Set Up
492263
Inform of Past Due Balance
491953
Modem Offline Status
492036
Confrm 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
How Was Equipment Returned?
492324
Ask for Billing Date
492032
All Phones Affected?
492010
First Time Accessing Voicemail?
492043
Transfer Phone Number Confrmation
492052 TBU
Phone Modem Lights Blinking or Solid?
491917 GS
Verify MAC Address of Modem Want Provisioned
491929
Lease or Own Router?
492264 TBU
Trying to Connect Via Wireless?
492265 TBU
Wireless Network Name?
492281
Leased or Owned Router?
492282
Leased or Owned Equipment?
492291 TBU
Recent Move?
492236
Suspend All or Some of Services?
492044
Do You Have Home Alarm System?
492027 TBU
Give More Details
491988 TBU
Troubleshooting Steps Tried Already?
491977 TBU
Power Strip?
491993
Comcast Remote?
491990
See Any Picture, Screen All Black?
492041
All Channels or Some Affected?
492023 TBU
What Error Message?
491882
Give Me Serial Number of Device
492275
Number of Affected Boxes
492272
UID/PW Reset
492288
Secure Payment Link 1
492289
Secure Payment Link 2
492290
Restored Account
492295
New Address for Move Order
491916
Verify User ID Using to Log In
491935
Online Login Instructions
491923
Create Comcast Email Address
491898
1st Time Activating?
491914
Each Device Needs Seperate Provisioning
491892
Send Signal to Start Activation
491883
Added Device and Ready For Activation
492348
Outstanding Balance - Can't Restore
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
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
491961
Modem - Hard Reset
491957
Try Using Another Browser
491921
Power Cycle Modem and Router
491902
Reinstall Mobile Application
492294
Modem - Power Cycle 2
492380
Modem Not Supported
492292 TBU
Low Signal - Schedule Tech
492293 Used Chat Disconnect Warning
492283 TBU
No Diagnostic Findings
492266 TBU
Diagnostic Check Hold
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
Confrm 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
492191
Clear Out Security Codes
492157
Billing Address Change, Mailings Delayed
492299
Monthly Bill Expectations
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
492258 TBU
Contact Number and Time
492259 GS
Down Cable Line
492151
Call or Email Back in 2-4 Hours
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)
492379
Return Equipment (New Market)
492359
Early Termination Fee
492078
Return Equipment to Service Center Location
492167
SIK Offer Instead of Tech?
492098
SIK Review Link
492108
Manage Service Appointment Link
492168 Must Tech Call 15 Mins Before Installation
492169
Failed Outage Notifcation, Techs Fixing Problem
492161 Must Nearest Intersection to Help Tech
492163 don’t Done All I Can, Need to Send Tech
492149 Must First Available Appointment is...
492198 Must Your Appointment is Scheduled For...
492175 GS
Email Confrmation w/ Installation Checklist
492177
There May Be a Charge For Tech Visit-1
492183 GS
When To Schedule The Technician?
492165 Must Can't Find Earlier Appointment, Escalate
492173
18 Years or Older, Need Adult Signature
492215 GS
Be Available For Entire Tech Arrival Window
492273
Service Protection Plan - No Charge
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
492222
CHSI Upsell
492286
Internet Upsell Rebuttal
492309
New Customer Agreement
492311
Third Party Verifcation Link
492306
Contract Agreement Link
492302
Home Offer
492000
Upsell Rebuttal
492351
30 Day Trial
492352
Bundle for Lower Price
492353
Find New Channel Package
492354
Keep Account Active
492355
Chat Back Later
492009
SPP Offer
492022
Video Offer (Current CHSI)
492229
Vid HD Requirements - 156175
492094
ELOA - E911 Link
492097
Service Activation Link
492059
SIK FAQ
492103
Inform of AutoPay 2
492099
Payment Options
492064
International Rates per Minute
492058
Customer Phone Faulty
491933
Customer Security System Faulty
492091
Customer Computer Faulty
492158
Provide Confrmation Number
492216
Thanks For Waiting, Resolution Ticket #
492217
Credit For Service Interruption
492340
1-2 Days for Payment to Post
492285
Self-Service Link
492071
Create Secondary User Account_1
492060
Forgot Username?
492061
Set Up Comcast UID_1 - Email Invitation
492062
Set Up Comcast UID_2 - Benefts
492063
Reset Password in Future
491884
Access Account, Online or Mobile Device
492171
Ticket Created, Reference #
492357
Order Recap/Expectations
492358
Will Recap Order
492092
Local Channel List link
492090
DVR Manager From Computer
492065
Program Remote Control Link
491999
Survey
492005
Click End Session, Print or Save Chat
491989
Any Questions?
491974
General Closing
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
Confrm You're Still With Me?
491994
Retention, Can't Disconnect Over Chat
491978
Automated Activation Line
491979
Bulk Account, Help Anything Else?
491982
Local Office
492028
Cancel An X1 PPV Order
492025
Comcast Router Support Team
492026
XFINITY Signature Support, Wireless Gateway
492011
Business Class Hotline
492015
General Hotline, Can't Make Change
492047
General Hotline, Automated System
492356
Couldn't Complete Order
492050
Dedicated Tech Support
492054
Information Will Be Passed On
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
491944
Comcast Alerts Overview
491945
Set Up Comcast Alert Steps
491911
Email Alerts
492347
Sign Up for Outage Texts
492245 492247 492251 492252
Pay Automatic Payment Timeframe No HD Fee One Time Courtesy Credit Remove Charge
492174
Payment Center Location
492334
Coupon for Payment
492332
Collection Agency
492242
X1 Features
492143
OnDemand Library and Link
492144
OnDemand Search
492362
Streampix Explanation
492364
Digital Adapter Explanation
492373
Digital Box vs DTA
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
492125
Apply for Internet Essentials
492368 492349
Internet Essentials link Typo
492109
Serviceability Denied
492154
CCG Refund After Equipment Return
492147
Norton Security Suite
492256
Return Equipment
492343
CCG - 30 Day Money Back
492344
CCG - 24/7 Service
492345
CCG - $20 Account Credit
492276
My Account App
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 Confrmed
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
218494
Empathy - Frustration
218531
BB Thank you1
218534
BB Thank you2
218536
BB Thank you3
218537
BB Pleasure
218539
BB Welcome
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
218251
Excessive hold
218246
Research
218247
Retrieve
218248
Process request
218540
Device Added
218541
EMTA Added
218542
Adding HD
218543
Added DTA Box
218544
BB Added box
218252
BB Closing
218253
Wonderful day
218254
Unable to complete
218255
Non responsive
218256
BB close
218257
BB Assistance1
218258
BB Assistance2
218259
BB Assistance3
218260
BB Questions
218262
BB Inquiries
218523
BB Assistance 4
218490
BB 1st time out
218491
BB 2nd time out
218492
BB 3rd time out
218498
BB Local Office
218501
BB Support Desk
218502
BB ACSR down
218503
BB Cable data down
218504
BB No provisioning details
218507
BB Update from local
218512
BB Model number is Required
218514
BB Pending Work Order
218515
BB Non-Pay Status
219178
RTP Information
219194
RTP Greeting1
219195
RTP Greeting2
219196
RTP Opening with Empathy
219197
RTP Rapport
219198
RTP Rapport - Good
219199
RTP Rapport - happy
219200
RTP Rapport - Wonderful
219207
RTP Willingness
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
218567
RTP 3rd time out
218549
RTP Thank you1
218550
RTP Thank you 2
218551
RTP Thank you 3
218552
RTP Pleasure
218553
RTP Welcome
219165
01. Adding to inventory
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
218658
RTP Unable to completeincomp
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
218564
RTP CDV Issues
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
391833
RTP Pending Disconnection
391834
RTP Pending Change - CD
391835
RTP Open Word Order - ACSR
391836
RTP Business Account
391837
RTP Not Registered in OMS
391838
RTP Registered as Leased Modem
391839
RTP Active on other account
391840
RTP IMS Account
391841
RTP Send Technician
391842
RTP Power cord
391843
RTP Powercycle1
391844
RTP Powercycle
491724
05Olympic Ways to Watch2
492397
Email confrmation Activation
492398
Email confrmation 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
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
492421
CV 06 Instructions - Connecting DTA1
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
492428
DTA RC24 - Cable Box Always Powered On
492429
DA03 Verify Signal 5
492430
DA 00 Send Signal DA 1st-Main Device 2nd
492431
DA 01 Sending signals - Send Signal Activation
492432
DA 02 Activation - Send Signal
492433
DA 03 Verify Signal1
492434
DA 03 Verify Signal2
492435
DA 03 Verify Signal3
492436
DA 03 Verify Signal4
492437
DA 04 Signal Successful
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
492444
Activation Transferred Chat
492445
01 Post Activation - TV & Remote Synched
492446
02 Post Activation - Add VOD
492447
03 Post Activation - Verify Channels
492448
04 Post Activation - 1st Hit
492449
05 Post Activation - Successful
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 Confrm 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
492490
DTA RC12 - Program Volume
492491
DTA RC13 - Determine Next Steps
492492
DTA RC14 - Reprogram Different Codes
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
492504
DTA RC27 - Program Remote Link
492505
DTA RC01 - Probing
492506
DTA RC02 - Probing Remote Type - 24383
492507
DTA RC03 - Probing Remote Type
492508
DTA RC04 - Brand of TV
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
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 - Xfnity Cust Commitment
492522
Reason for Verifcation
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
492528
DTA Order Entry Transfer to Billing
492530
Comcast Contact Numbers
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 Benefts: DTA1
492538
Features and Benefts: DTA2
492539
Features and Benefts: DTA3
492540
Features and Benefts DTA4
492541
DTA vs. STB1
492542
Corporate Detail Info 1
492543
Corporate Detail Info 2
492544
Corporate Detail Info 3
492545
Corporate Info Link
492546
DTA Availability Local
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 Notifcation
492555
Process Credit due to Outage
492556
Outage Notifcation from level 1 to level 2 Version1
492557 492558 492559
Outage Notifcation from level 1 to level 2 Version2 Additional Probing Additional Probing 2
492560
CSAT1 Initial (DTA)
492561
CSAT2 Follow-Up (DTA)
492562
CSAT2 Follow-Up Appreciate Your Time (DTA)
492563
CSAT2 Follow-Up Issue Resolved (DTA)
492564
CSAT2 Follow-Up Work With You (DTA)
492565
No Customer Response 1st Minute
492566
No Customer Response 2nd Minute
492567
No Customer Response 3rd Minute
492568
DTA Transfer Out with Additional Assistance
492569
Connect before transferringto Business
492570
Verifcation of the Account
492571
Wrong Phone Number in the Account
492572
SSN probing
492573
Additional Verifcation
492574
DTA Verifcation1
492575
Closing - Provide Confrmation Number
492576
Closing - Provide Days of Delivery
492577
Closing - Provide content of the SIK
492578
End a chat -Order Entry
492582
Email Confrmation not on fle
492583
Email confrmation on fle
492584
Customer Hesitant to give Email/Reason for Email
492585
Order Entry-Recap
492586
Order Entry Additional Assistance ver1
492587
Order Entry Additional Assistance ver2
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
492605
Empathy - Error Online
492606
DTA - Cablecard
492607
DTA - Device Price
492608
DTA - Device Preferences
492609
DTA - Digital-cable-ready TV
492610
FIRST HAND CUSTOMERS v2
492611
DTA - DTA Shipping
492612
DTA - Take Option
492613
DTA - Excellent Choice
492614
DTA - DTA Tech Install
492615
DTA - Local Office details
492616
DTA - Local Office link
492617
DTA - Pay Past Due
492618
DTA - Payment Options
492619
Number of DTA Order
492620 492621 492622
Confrm Number of DTA DTA - Verify Shipping DTA - Order Confrmation Number
492623
DTA - Adult(SIK)
492624
DTA - UPS
492625
DTA - Delivery Days
492626
DTA - SIK Components
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
492386
Authentication
492387
Authentication Complete
492388
Authentication not completed
492389
Explanation
492390
Explanation2
492391
Leased Fee (Must Customize)
492392
No current account at address
492393
Not authorized on account
492394
Obtain MAC Address
492395
Unable to provide last payment amount
492396
Verify equipment
141912
Remote Assist Push
492667
30 Day
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?
492660
Bill Month in Advance
492661
Access Features Immediately
492662 492663 492664 492665
Email Confrmation 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
482433
Beltway4 Transitions
482434
Beltway5 Transitions
491822
exit account
491850
Modem Rental Rate
491747
Full Name
491748
Service Address
491749
Telephone Number
491750
Account Number
491800
Doing Well
491801
Check Account
491802
Attention to Issue
491803
Give Opportunity
491804
Provide Information
491805
Thank You.
491806
Correct
491807
Great
491808
You're Welcome
491809
Activate DTA
491810
Activate DVR
491811
Activate Modem
491812
Activate EMTA
491813
Activate Gateway
491814
Activate CableCARD
491815
Activate Equipment
491816
Assure
491817
Pleasure Assist
491818
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
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
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
491834
Patience Contact Number
491835
Contact Number
491756
Cable Modem
491757
EMTA
491758
Gateway
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
491836
Modem Offline
491837
EMTA Offline
491838
Equipment Offline
491839
EMTA Firmware
491823
Username First and Last
491761
Feedback to Supervisor
491762
Positive Feedback
491771
Validate Request
491772
Finish Request
491773
Complete Request
491774
Modem Add Hold
491775
EMTA Add Hold
491776
Gateway Add Hold
491777
DVR Add Hold
491778
Digital Box Add Hold
491779
CableCARD Add Hold
491780
DTA Add 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
Details
Type Path
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. msg 1 Chat Flow/1 Callback Pilot I'm sorry to hear that. We would love to keep you as a customer. Is there a particular reason you want to disconnect?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
I'm sorry the self-install kit didn't work out for you. Would you like to try it together while we're on this chat?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let's work together to get this issue fxed for you.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let me see if we have any earlier times available.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Hi (CUSTOMER NAME) - this is (AGENT NAME) with Comcast Live Chat support. How can I assist you?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
I'm sorry this fee wasn't disclosed to you.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let's take a look at your account and fnd something that fts your needs.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you reset your account password.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your internet issue.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your cable issue.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your phone issue.
1 Chat Flow/B. Take msg Ownership
I can help you transfer your services to the new address and I will be glad to look into available dates.
1 Chat Flow/B. Take msg Ownership
Let's go over your account charges together, and get some clarifcation around your bill.
1 Chat Flow/B. Take msg Ownership
Let's get your equipment activated together.
1 Chat Flow/B. Take msg Ownership
I'll update that on your account now.
1 Chat Flow/B. Take msg Ownership
Can you verify your email address for account and informational updates?
1 Chat Flow/C. Capture Email msg Address
Account information is only available to the account holder or an authorized user.
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
I'm sorry, your name isn't listed on the account as an authorized user.
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
Would you like to add an authorized user to your account?
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
The account holder has to add your name as an authorized user. Are they available?
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
I'm sorry, but I can't activate your service without full account verifcation. You can activate your service by calling 1-800-931-0790.
1 Chat Flow/D. Account msg Security Verifcation/Failure
I'm sorry, but the info on your account is different than what you've given me.
1 Chat Flow/D. Account msg Security Verifcation/Failure
1 Chat Flow/D. Account Can you provide the last 4 digits of your Social Security Number for account verifcation Security Verifcation/Gather purposes? msg Info 1 Chat Flow/D. Account Can you provide your full name, phone number, and PIN or last 4 digits of your SSN for Security Verifcation/Gather account verifcation purposes? msg Info I can't seem to fnd an account with that info. Could you give me the full service address that appears on your online account or bill?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Could you please tell me your username?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Can you provide your address for account verifcation purposes?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Do you have an existing account?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
1 Chat Flow/D. Account I apologize, but the information entered on the website was not passed over to me. I'll Security Verifcation/Gather need to ask you a few questions to get started. msg Info 1 Chat Flow/D. Account Can you please provide your 4 digit security PIN? It was given to you after your phone Security Verifcation/Security service was installed or that you setup previously on your account. msg 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 Verifcation/Security msg Question and PIN
1 Chat Flow/D. Account You can also verify yourself by answering the secret question that you've created. Your Security Verifcation/Security secret question is: msg Question and PIN
If you'd like, I can mail your security PIN to the address on your fle via USPS.
1 Chat Flow/D. Account Security Verifcation/Security msg 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 Verifcation/Security msg Question and PIN
I also see that there's a $[DOLLAR AMOUNT] past due balance on your account.
1 Chat Flow/E. Verify Account Status in the Billing msg System (ACSR or COMTRAC)
It looks like your modem is offline. Let's try to fgure out what's wrong.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Let me check your account to confrm this channel is still included in your package.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Based on the serial number, your account shows that you are leasing your equipment from Comcast.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Let me go through your account to see if there are any notes related to this issue.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Your signal is green, so your modem connection is stable.
1 Chat Flow/G. Perform a msg Health Check in Einstein
Let me take a minute to see if you're being affected by an outage in your area.
1 Chat Flow/G. Perform a msg Health Check in Einstein
Our Network Engineers are doing some maintenance work in your area, but it should be resolved within 24 hours.
1 Chat Flow/G. Perform a msg 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 shortly. I'm sorry about the inconvenience!
1 Chat Flow/G. Perform a msg Health Check in Einstein
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 frst 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
Are the phone modem lights blinking or solid?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV
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
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
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
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
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
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
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
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
Do you have a home alarm system?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General
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
How long have you been experiencing this issue? Have you done anything to try and resolve it on your own?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/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
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
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
1 Chat Flow/H. Probe to Can you give me the serial number of the affected box? The serial number (also called Understand the Issue and the "SN") is found on a sticker at the back of or at the bottom of the box. It starts with Determine the Root M, SA, PA, GI, TM, or CS and is followed by numbers and letters. msg Cause/Video
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
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, and will expire soon. The link will open a new window, so please return to this chat window and confrm once your password is reset.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
1 Chat Flow/I. Perform All To ensure complete security of your debit card information, I will provide a secure link Necessary Research and for you to submit your card details. msg Troubleshooting/Account 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.xfnity.com/Forms/CreditCard?room=d69df761-606b-4f00-82051 Chat Flow/I. Perform All 4972f526a05a Please remember that clicking on the link will utilize the one time web Necessary Research and page and can not be reused. msg Troubleshooting/Account Your disconnected account has been restored. Please unplug your modem, and then plug it back in for your services to resume.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
Please provide the full address where the services will be transferred to.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
Can you tell me what username you're using?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
To login, please go to www.xfnity.com/account and enter your email username and password.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
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
Is this the frst time you've activated this device?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation
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
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
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
I'm sorry, but I can't restore your services at that address until you pay your outstanding balance.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation
Your billing cycle runs from [START DATE] of this month until [STOP DATE] of next month.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that the movie you have purchased was viewed for [MINUTES VIEWED].
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
Because of this, the charge for the PPV/VOD is valid and we can't process a credit request.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
1 Chat Flow/I. Perform All Since the movie was purchased by mistake, and you have an excellent payment history, Necessary Research and I can process a credit request to waive the charge as a one-time courtesy. msg Troubleshooting/Billing
The fee for renting a Comcast modem is $[XX] per month.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
The prorated amount is calculated by: (# of days of service in the billing cycle) / (# of days in billing month multiplied by monthly rate for the service)
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I understand you want to change your billing due date. Your due date is based on your 1 Chat Flow/I. Perform All installation date and unfortunately can't be changed. I sincerely regret any Necessary Research and inconvenience this may cause you. msg Troubleshooting/Billing I'd be happy to give you the mailing address for your payment, just a moment. *Remember to note your account number on the check or money order if you don't have the original payment return slip. Please do not mail cash.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I will provide your current balance. Please allow me a few minutes to access your account.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that an unreturned equipment charge of [$XX.XX] was added to your bill for the equipment that wasn't returned when you disconnected the services.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that your equipment has already been returned. You will not receive any unreturned equipment charges.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
So your corded phone is now plugged in directly to the TEL1 port on the back of your modem (below the USB port), right?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
I'm going to call your phone to make sure it's working. Please give me 2 minutes.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
Please give me a moment to check the status of your phone number.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
I can change your voicemail password for you or you can change it by phone or online at xfnity.com. How would you like to reset your password?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
Let's run a quick test to make sure your unanswered calls are going to voicemail. I'm going to call you, but please don't answer it.
1 Chat Flow/I. Perform All Necessary Research and 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 Tel Necessary Research and 2 (or vice versa). msg Troubleshooting/CDV
Follow these steps to reset and refresh the settings of your cordless phone.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
1 Chat Flow/I. Perform All To reset your cordless phone, hang up the handset on the base station and disconnect Necessary Research and the phone base station from the power and wall outlet. msg Troubleshooting/CDV Then wait about 10 seconds and plug the base station back in to the wall and let it power on. This should synchronize the handset channel to the base station channel.
1 Chat Flow/I. Perform All Necessary Research and 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 be Necessary Research and 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 modem and leave it unplugged for 20 seconds. Please let me know when you plug it back in and the lights turn back on.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
Try using another browser, like Firefox or Chrome. This should fx the problem.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
1 Chat Flow/I. Perform All Hmm, it looks like something went wrong at installation. Could you please reinstall the Necessary Research and application on your mobile device? I'll wait while you try it. msg Troubleshooting/CHSI 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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
1 Chat Flow/I. Perform All I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please Necessary Research and go to http://mydeviceinfo.comcast.net to see a list of supported modems. msg Troubleshooting/CHSI It does look like your signal strength is lower than normal. Let's schedule a technician to resolve the issue at your house.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
1 Chat Flow/I. Perform All There's a chance that our chat will get disconnected, but do not close the chat session Necessary Research and as it will resume once the connection is restored. Let me know once you're done. msg Troubleshooting/Explain 1 Chat Flow/I. Perform All The diagnostic check didn't reveal any issues with your equipment or your account, so Necessary Research and let's do some troubleshooting to resolve your issue. msg Troubleshooting/Explain
I'm going to run a diagnostic check on my end. It will take a minute or two.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
I'm really sorry that your issue wasn't fxed on time. Unfortunately, we had to cancel the appointment because the technician made a pre-call that was not answered. For that reason I can't make an adjustment for the missed appointment.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Is the issue resolved?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
The device or coaxial outlet could be defective, or there could be an issue with the outside connection to the pole.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Your device isn't responding to the activation signals I'm sending it.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Can you please check all cable connections to and from your cable box and TV? Also please double check that they are both turned on.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Please use your Comcast remote control to see if you're able to view at least three clear channels.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Can you adjust the volume with your Comcast remote?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Can you turn your TV on/off with your Comcast remote?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Make sure your TV is set to the right input source. If your box is connected to the TV with a coaxial cable, your TV should be set to channel 3 or 4. If it's connected with HDMI, set it to the HDMI input source.
1 Chat Flow/I. Perform All Necessary Research and 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 one Necessary Research and for free. msg Troubleshooting/Video Next we need to power cycle your box. Please unplug the power cord to your cable box 1 Chat Flow/I. Perform All and leave it unplugged for 20 seconds. Please let me know when you plug it back in Necessary Research and and the lights are on. msg Troubleshooting/Video Can you please try to access your On Demand service again, and then let me know if it's working now?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Please visit http://www.comcast.com/GetStarted before your install to set up your Comcast User ID with your new account number: [ACCOUNT NUMBER] I will also be sending you an email with this same link in it.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Account
I have verifed 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 the link and easy instructions and you can activate your equipment at www.xfnity.com/activate
1 Chat Flow/J. Set Proper Expectations With the 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 remotes Expectations With the 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, your services are a great value! We can review your current services to make sure you're getting the best value for your money.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Account
1 Chat Flow/J. Set Proper Expectations With the When the extended promotion ends, all your services will be at the standard retail rate. msg Customer/Account We can clear out the current security code so that you can reset it. Please give me a moment.
1 Chat Flow/J. Set Proper Expectations With the 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 your Expectations With the previous address. msg Customer/Billing "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 frst month excluding taxes will be $[XX.XX] You'll receive a confrmation email within 24 hours at your email address : [EMAIL ADDRESS]"
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
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 being Expectations With the disconnected. msg Customer/Billing We want to ensure you're aware of any changes to your services or pricing so there are 1 Chat Flow/J. Set Proper no surprises. The message on your bill is to inform you that the promotion that you're Expectations With the currently receiving is about to end. msg Customer/Billing To avoid service interruption, the entire payment of the past due amount must be posted to your account before [DATE]
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
The adjustment has been approved and applied to your account. You should see the credit appear on your bill in the next 1 to 2 billing cycles.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
I understand your frustration but we can't apply an adjustment for that reason.
1 Chat Flow/J. Set Proper Expectations With the 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 request Expectations With the 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 as Expectations With the 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 your Expectations With the 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 payment within 2 business days. If the 2nd attempt is still unsuccessful, a Returned Payment fee will be added to the bill.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
1 Chat Flow/J. Set Proper Expectations With the As a new customer, it can take up to two business days for billing info to appear online. msg Customer/Billing
It'll take about 7-10 business days for your account to show your payment.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
There is a payment processing fee of [$XX.XX].
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
The number you gave me isn't local to your calling area so unfortunately, it can't be transferred. I can set you up with a new number from Comcast, is that OK?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
Who is your previous phone provider? I'll check to see if the number is ready to transfer.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
The number you provided can't be ported. We can continue by providing you a Comcast generated phone number. Will that be OK?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
Once I get your account reactivated, your cable TV and Internet should be available right away, but it may be up to 24 hours before you can use your phone again.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
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
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
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?
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 your Expectations With the chat window, OK? msg Customer/Hold-Transfer
Thanks for your patience. Could you wait a few more minutes?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Hold-Transfer
I'm sorry, but I checked and the promotion you want isn't available for your account. But I think I have some other options you might like instead.
1 Chat Flow/J. Set Proper Expectations With the 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 it's Expectations With the 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 to Expectations With the your new home. msg Customer/Sales 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 equipment 1 Chat Flow/J. Set Proper when we install services at your new address. Let me tell you where the nearest service Expectations With the center is. msg Customer/Sales Terminating or downgrading any services prior to the completion of the contract will result in an Early Termination fee for the amount of $[XX.XX]
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Sales
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 1 Chat Flow/J. Set Proper look it up at http://customer.comcast.com/help-and-support/account/fnd-a-comcastExpectations With the service-center/ msg Customer/SIK-RMA-Shipping Would you like to be sent a self-installation kit instead of having a technician install 1 Chat Flow/J. Set Proper your service? It's simple to set up, and you'll save money with the shipping fee instead Expectations With the of the professional install fee. msg Customer/SIK-RMA-Shipping
Here's what is included in a Self-Installation Kit: http://customer.comcast.com/helpand-support/phone/what-is-included-in-an-xfnity-self-install-kit/
1 Chat Flow/J. Set Proper Expectations With the msg Customer/SIK-RMA-Shipping
If you wish to change or cancel your service appointment, go to http://My.Xfnity.com and click the "My Account" header near the top of the page. Once you sign in, you'll 1 Chat Flow/J. Set Proper select the option "Manage Your Scheduled Appointments" at the right hand side of the Expectations With the page. msg Customer/Tech Appointment Our technician will call you 15 minutes before installation. If you don't answer the call, 1 Chat Flow/J. Set Proper the visit may be canceled. Please provide two contact numbers where we can reach Expectations With the you on the installation date. msg Customer/Tech Appointment We notify customers of all technician visits - I'm sorry if you did not receive the notifcation! Our technicians are working to fx the problem and will restore your service as quickly as possible.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
To help our technician fnd your address, please tell me the nearest cross street or intersection.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
1 Chat Flow/J. Set Proper Unfortunately we have completed all available remote troubleshooting steps and we'll Expectations With the need to schedule a technician to visit your place to resolve your issue. msg Customer/Tech Appointment
The soonest available appointment I have is [DATE AND TIME]. Does that work for you?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
Your appointment is confrmed for [DAY and DATE], between [TIME] and your ticket number is #[TICKET NUMBER].
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
You should get an email that confrms your appointment and a link to the installation checklist so you're ready when the technician arrives.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
If the technician determines the problem was caused by your Comcast service, the visit 1 Chat Flow/J. Set Proper will have no charge. However, if the issue was caused by something within your home Expectations With the there could be a charge. msg Customer/Tech Appointment
When would you like to schedule the technician?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
Thank you for your patience. Unfortunately, I can't fnd an earlier time. I'll escalate this 1 Chat Flow/J. Set Proper issue for you to see if an earlier date is possible. May I please have a good callback Expectations With the number and the best time to reach you? msg Customer/Tech Appointment This is important: Someone 18 years or older who speaks English has to be there when 1 Chat Flow/J. Set Proper the tech visits your house. You may or may not receive a call prior to your Expectations With the appointment to confrm your presence at your residence. msg Customer/Tech Appointment
We can't guarantee a specifc time, only a time window. If you're worried about the [TIME AM/PM] timeframe, we can fnd one that works better for you.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
1 Chat Flow/J. Set Proper I see that you have our Service Protection Plan, so there will be no charge for any visits Expectations With the to your home. msg Customer/Tech Appointment At the end of this chat you'll have the option to save this transcript for future reference. I recommend saving it since I'm about to give you important information about your upcoming technician visit.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
We are currently upgrading our systems, which prevents me from accessing your account. Could you please contact us again in about an hour?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tool Issue
Sorry, our system is undergoing maintenance right now, and is running a little slow.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tool Issue
If you don't set up a purchase PIN, anyone using your equipment can rent or buy movies or shows.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Video
1 Chat Flow/J. Set Proper It could take up to 30 minutes for the on-screen program guide and Xfnity On Demand Expectations With the to fully load, and up to 6 hours for Caller ID on TV. msg Customer/Video Would you like to add a second line? You can keep it basic or you can add the same features you have on your primary line.
1 Chat Flow/K. Pitch Additional Comcast msg Services/CDV
I see that you're not taking advantage of our Xfnity Internet. We offer the fastest and most reliable speeds, and allow you to watch your favorite movies and shows on your 1 Chat Flow/K. Pitch computer, tablet, and mobile device. Would you like to hear more about some of the Additional Comcast great promotions available? msg Services/CHSI The advantage to our higher and more reliable speeds is you'll never be concerned about buffering when viewing shows or videos on the internet. Are you sure you wouldn't like to hear more about our bundle offer?
1 Chat Flow/K. Pitch Additional Comcast msg Services/CHSI
You also need to complete the agreement process at www.comcast.com/eloa/english/agreement
1 Chat Flow/K. Pitch Additional Comcast msg Services/General
1 Chat Flow/K. Pitch Click on this link for Third Party Verifcation. http://www.comcast.com/eloa/English/tpv Additional Comcast . You will need to provide me with the confrmation number you receive. msg Services/General Please click on the link and accept the contract agreement for the order to be completed. http://www.comcast.com/eloa/English/agreement
1 Chat Flow/K. Pitch Additional Comcast msg Services/General
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 without Additional Comcast 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 experience, please visit us at Xfnity.com where you can shop and upgrade at your convenience.
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
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 1 Chat Flow/K. Pitch satisfed and want to cancel service for any reason, you can do so in the frst 30 days Additional Comcast and get a full refund. msg Services/Rebuttal Bundling your TV, Internet, and Phone services provides you with the lowest possible price.
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
I am sorry to hear that this channel package no longer works for you. Perhaps I can help you fnd one that does. What types of shows or programming are you most interested in?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
If you keep your subscription active, you can still watch content online or on your mobile device. Would you like to do that?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
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 Would you like to add our Service Protection Plan to your account? It insures all wiring Services/Service Protection and Comcast equipment in your house and any technician visits will be free. msg Plan I see that you're not taking advantage of our Xfnity TV. It allows you to watch your 1 Chat Flow/K. Pitch favorite movies whenever you want with our Video-on-Demand service. Would you like Additional Comcast to hear about some of our great bundle offers? msg Services/Video 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?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Video
1 Chat Flow/L. Summarize Please follow the instructions at http://www.comcast.com/eloa/English/e911 to make and Educate on Self Service sure everything is ready for your scheduled install. Then click Next to complete your Specifc to the Customers order. Let me know if you have any questions! msg Issue/Activation-Install
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 Specifc to the Customers msg Issue/Activation-Install
If you have any questions about your Self-Install Kit, www.comcast.com/selfnstall will be able to answer most of them.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Activation-Install
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 Specifc to the Customers msg Issue/Billing
Below are several ways you can pay your bill without a convenience fee: 1) Online through our website at http://www.xfnity.com/bill-pay.html 2) In person at any of our service centers http://customer.xfnity.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
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 Specifc to the Customers Issue/Billing
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/CDV
1 Chat Flow/L. Summarize Since you can get dial tone using a corded phone directly from the eMTA, it seems that and Educate on Self Service the problem is with your phone. Your XFINITY Voice service is working fne. You may Specifc to the Customers wish to contact the company that made your phone for troubleshooting help. msg Issue/CDV
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 fxed.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/CDV
I can confrm that your modem is online and working fne. 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 Specifc to the Customers msg Issue/CHSI
For future reference, your confrmation # is [CONFIRMATION NUMBER]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
For future reference, your Resolution ticket # is [RESOLUTION #]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
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 account Specifc to the Customers for your time without service. Just provide this ticket number for reference: Issue/Confrmation____________ msg Reference #
It'll take approximately 1–2 business days for the payment to post on your account. Your confrmation # for the payment is: [CONFIRMATION #]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
As a reminder, we have self service help and tutorials at https://customer.xfnity.com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/General
1 Chat Flow/L. Summarize and Educate on Self Service If you'd like to create a Secondary User Account, log in to your account at Specifc to the Customers customer.comcast.com, click "Users & Preferences", and then "Create Secondary User". msg Issue/Online Services
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 Specifc to the Customers msg Issue/Online Services
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 to Specifc to the Customers www.comcast.com/GetStarted to initiate the process. Either way works! msg Issue/Online Services 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. msg
To reset your password in the future, just go to https://customer.comcast.com and click on the "Forgot your Password?" link. Then, enter your Comcast User ID, the Security Code you'll see on the screen and click Next.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Online Services
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.xfnity.com/learn/internet/xfnityconnect/ msg
Your service outage has been reported. Your ticket # is [TICKET #].
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Online Services
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Online Services
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Outage
Here is the confrmation 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: msg
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Sales
Before fnalizing 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 Specifc to the Customers msg Issue/Sales
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 Specifc to the Customers msg Issue/Video
Please check here to fnd 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 Specifc to the Customers msg Issue/Video
Programming info for your remote control, remote manuals and device programming codes is at www.xfnity.com/remotes
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Video
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.
1 Chat Flow/M. Offer Survey msg Reminder
After you click "End Session" to close the chat, you can save or print our chat for your records.
1 Chat Flow/N. Close the msg Chat
Do you have any questions?
1 Chat Flow/N. Close the msg Chat
Thank you for choosing Comcast and have a great day!
1 Chat Flow/N. Close the msg Chat
I'm sorry but I can't troubleshoot your issue without additional help. Please contact us 1 Chat Flow/N. Close the at your earliest convenience once you're home and have access to your equipment. msg Chat I'm sorry, but due to your repeated use of offensive language, I must now end our chat. You can fnd account management and product support information at 1 Chat Flow/N. Close the www.xfnity.com/help msg Chat I'm so sorry, but the fre alarm just went off and I need to leave the building. You can get back on chat later at www.Xfnity.com and I'd be happy to help you, or call 1-877424-2027 anytime.
1 Chat Flow/N. Close the msg Chat
Is there anything else I can assist you with today?
1 Chat Flow/N. Close the msg Chat
I can understand your hesitation. If you change your mind, just chat back with us! We're here for you 24/7. Thank you.
1 Chat Flow/N. Close the 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 24/7 at https://www.comcastsupport.com/ChatEntry/
1 Chat Flow/N. Close the msg Chat/Inactivity
I hope we didn't lose each other. Are we still connected?
1 Chat Flow/N. Close the 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 complete 1 Chat Flow/N. Close the 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 number.
1 Chat Flow/N. Close the msg Chat/Refer
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?
1 Chat Flow/N. Close the msg Chat/Refer
To resolve this issue, please contact our Local Office.
1 Chat Flow/N. Close the msg Chat/Refer
To cancel an X1 Pay Per View order, you'll need to call 877-896-8678.
1 Chat Flow/N. Close the msg Chat/Refer
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.
1 Chat Flow/N. Close the msg Chat/Refer
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.xfnity.com/signaturesupport/ or call 1-877-443-3596.
1 Chat Flow/N. Close the msg Chat/Refer
I'm sorry, but we're only able to assist residential customers via chat. For Business Class 1 Chat Flow/N. Close the accounts, please call 1-800-391-3000. Thanks! msg Chat/Refer
I'm very sorry but I can't make that service change to your account. Please call 1-800COMCAST for further assistance. Our expert support staff will be happy to get this done 1 Chat Flow/N. Close the for you! msg Chat/Refer You can call 1-800-COMCAST to use our automated system or speak to a live agent.
1 Chat Flow/N. Close the msg Chat/Refer
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!
1 Chat Flow/N. Close the msg Chat/Sales
We have a dedicated technical support team who can help you further. I need to transfer you to them for further assistance.
1 Chat Flow/N. Close the msg Chat/Transfer
The info you provided me will also be forwarded to them for reference.
1 Chat Flow/N. Close the msg Chat/Transfer
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.
msg msg msg msg msg
1 Chat Flow/N. Close the Chat/Transfer 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude
Thank you for bringing this to our attention. I'll make sure this feedback is given to their 1 Topic/A. supervisor. What was the chat agent's name and the issue you were chatting about? msg Gratitude/Feedback That's great to hear! You can send an email to [email protected] and your 1 Topic/A. appreciation will be recognized. Please mention the agent's name or ID in your email. msg Gratitude/Feedback 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
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 You can set up email alerts for Payment Reminders, Payment Confrmations, and Past Due amounts from your online account! Would you like some help with that?
msg 1 Topic/B. Alerts
Since you are already signed up for Comcast Alerts, you can text OUT to 266278 (COMCAST) and you'll get text updates on outages.
msg 1 Topic/B. Alerts
Your frst 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.
msg msg msg msg
Thanks for waiting! The closest payment center to you is (INSERT PAYMENT CENTER DETAILS).
msg 1 Topic/C. Billing
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
1 Topic/C. 1 Topic/C. 1 Topic/C. 1 Topic/C.
Billing Billing Billing Billing
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. msg 1 Topic/C. Billing 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. msg 1 Topic/D. Video 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.xfnity.com/ondemand.
msg 1 Topic/D. Video
You can fnd On Demand programming either through the On Demand Program Search or the Main Menu. msg 1 Topic/D. Video Streampix is a subscription-based service that lets XFINITY TV customers instantly watch popular movies and TV shows on multiple devices.
msg 1 Topic/D. Video
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. msg 1 Topic/D. Video 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 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?
msg 1 Topic/E. CDV
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. msg 1 Topic/E. CDV You can fnd more info on Readable Voicemail at www.xfnity.com/readablevoicemail
msg 1 Topic/E. CDV
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.xfnity.com/callingarea
msg 1 Topic/E. CDV msg 1 Topic/E. CDV
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 frst. msg 1 Topic/E. CDV 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. msg 1 Topic/E. CDV 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.xfnity.com/Corporate/shop/InternationalRates.ashx
msg 1 Topic/E. CDV
Speed Dial allows you to program your most frequently used phone numbers into simple one- or two-digit codes.
msg 1 Topic/E. CDV
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. msg 1 Topic/F. CHSI
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.
msg 1 Topic/F. CHSI msg 1 Topic/G. General
I'm sorry, but Comcast is not currently available at your address. We're constantly expanding our network though, so please check back often.
msg 1 Topic/G. General
OK, since you have equipment, the refund for the frst 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!
msg 1 Topic/G. General
Just so you know, you can protect your computer, fles 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 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 fnd the nearest center online at www.ups.com/dropoff, or by calling UPS toll free at 1-800-PICK-UPS. msg 1 Topic/G. General 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.
msg 1 Topic/G. General
As part of our guarantee, we are here for you 24 hours a day, 7 days a week to answer questions. msg 1 Topic/G. General As part of our guarantee, we will be on time for service appointments and resolve routine issues on the frst visit or we'll give you a $20 account credit.
msg 1 Topic/G. General
As a reminder, we have My Account app available for download at http://customer.xfnity.com/help-and-support/xfnity-apps/ It gives you the convenience to manage your bills and payments through your tablet /mobile device.
msg 1 Topic/G. General
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
Based on the credit check, I'm happy to inform you that there is no deposit required.
msg 1 Topic/H. Sales/Credit 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. Can I go ahead and run the credit check? msg 1 Topic/H. 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 is: msg 1 Topic/H. Sales/Credit Check Thank you for your interest in Comcast. I have a few quick questions to ensure we select the package that best fts your needs.
msg 1 Topic/H. 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 be included on your frst bill.
1 Topic/H. Sales/Install msg Details
Thank you for your interest in Comcast. Please give me a minute to confrm that we can serve your address.
1 Topic/H. msg Sales/Serviceability
Good news! Your address is serviceable. Let's get started setting up your service.
1 Topic/H. msg Sales/Serviceability
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 confrm they plan to disconnect their services. Once we have confrmation, someone will be in touch to 1 Topic/H. give you an update. msg Sales/Serviceability I'm very sorry but this feature is not available in your area.
1 Topic/H. msg Sales/Serviceability
That is good to hear. I am doing great. Thank you for asking.
1.1 BB General Chat Flow/1. msg Opening
I understand the problem you've described and am happy to work with you to get this 1.1 BB General Chat Flow/1. resolved ASAP! Thanks, let's get started. msg Opening That is wonderful. I hope that lasts for the rest of the day.
1.1 BB General Chat Flow/1. msg Opening
Thank you for contacting Comcast! Welcome to Comcast RTP department. You have reached the right department for adding and provisioning modems.
1.1 BB General Chat Flow/1. msg Opening
A pleasant day to you! You have reached the Comcast Real Time Provisioning Department. It is a pleasure to chat and assist you.
1.1 BB General Chat Flow/1. msg Opening
I understand that this must be frustrating for you and the customer.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Sorry for the wait! I'm all yours now :) How can I help?
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Thank you.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Thank you very much.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
It is my pleasure to assist you.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
You're very welcome. Happy to help.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
I understand that you would like to add this device to the account. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
I understand that you would like me to add this DTA box to our customer's account which I can surely help you with. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
I understand that you would like me to add this eMTA 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 I understand that you would like me to add this HD device to our customer's account which I can surely help you with. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
Would you please verify with the customer if the eMTA device is owned or rented?
1.1 BB General Chat Flow/2. msg Verifcation
1.1 BB General Chat Flow/2. Thank you for providing the details. Kindly verify if all the information below is correct: msg Verifcation
May I please have your name, so I may address you properly?
1.1 BB General Chat Flow/2. msg Verifcation
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 0 to 1.1 BB General Chat Flow/2. 9 only. msg Verifcation Will you please verify the digital box model?
1.1 BB General Chat Flow/2. msg Verifcation
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 F and 0 1.1 BB General Chat Flow/2. to 9. msg Verifcation I am in the process of adding the device to the inventory.
1.1 BB General Chat Flow/3. msg Process
Let me add the device to the customer's account.
1.1 BB General Chat Flow/3. msg Process
I am happy to inform you that I have successfully fnished adding the device to the account and it is now ready for activation.
1.1 BB General Chat Flow/3. msg Process
I am glad to inform you that I have just added the modem to the account.
1.1 BB General Chat Flow/3. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the account. The modem is active and is now good to go.
1.1 BB General Chat Flow/3. msg Process
I have also checked that the device is not yet added to the customer's account.
1.1 BB General Chat Flow/3. msg Process
I checked the account and the modem has already been added.
1.1 BB General Chat Flow/3. msg Process
Would you mind if I place you on a brief hold while I access your account?
1.1 BB General Chat Flow/3. msg Process/Hold
I apologize for the delay. It will take me a few more minutes to complete this process. Do you mind continuing to hold?
1.1 BB General Chat Flow/3. msg Process/Hold
Thank you for patiently waiting.
1.1 BB General Chat Flow/3. msg Process/Hold
May I place you on a brief hold while I provision the digital box for you?
1.1 BB General Chat Flow/3. msg Process/Hold
1.1 BB General Chat Flow/3. Thank you very much for holding. I apologize for it being a little longer than expected. msg Process/Hold Would you mind if I place you on a brief hold while I research that for you?
1.1 BB General Chat Flow/3. msg Process/Hold
Would you mind if I place you on a brief hold while I get that information for you?
1.1 BB General Chat Flow/3. msg Process/Hold
I just need a few moments to process your request, OK?
1.1 BB General Chat Flow/3. msg Process/Hold
To recap, I have successfully processed your request in adding this device to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, I have successfully processed your request in adding this eMTA device to the 1.1 BB General Chat Flow/4. customer’s account. msg Recap To recap, I have successfully processed your request in adding this HD device to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, I have successfully processed your request in adding this DTA box to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, we have successfully added the digital box to the customer's account and it is 1.1 BB General Chat Flow/4. now ready for activation. msg Recap
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 1.1 BB General Chat Flow/5. are here for you 24 hours a day, seven days a week. msg Closing Have a wonderful day!
1.1 BB General Chat Flow/5. msg Closing
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 at https://www.comcastsupport.com/rtp.
1.1 BB General Chat Flow/5. msg Closing
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.
1.1 BB General Chat Flow/5. 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 time working with us. Have a pleasant shift ahead!
1.1 BB General Chat Flow/5. msg Closing
I really appreciate working with you today. Is there anything else that I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
Do we have other customer's concerns that I can help you with today? I am more than 1.1 BB General Chat Flow/6. glad to help you out further. msg Additional Assistance I hope that I was able to assist you to your satisfaction today. Is there anything else I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
Do you have other questions for me today?
1.1 BB General Chat Flow/6. msg Additional Assistance
Have we covered all of your inquiries regarding this account?
1.1 BB General Chat Flow/6. msg Additional Assistance
I really appreciate working with you today. Is there anything else that I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
It is important for me to know if we are still connected. Did you receive my last message?
1.1 BB General Chat Flow/7. msg Time out
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.
1.1 BB General Chat Flow/7. msg 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 1.1 BB General Chat Flow/7. day, seven days a week. msg Time out Kindly contact the local office regarding this matter.
1.1 BB General Chat Flow/8. msg Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a technician to the customer's home.
1.1 BB General Chat Flow/8. 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 ACSR at the moment and 1.1 BB General Chat Flow/8. 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 moment 1.1 BB General Chat Flow/8. 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. 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 specifc modem model is yet to 1.1 BB General Chat Flow/8. 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 to the 1.1 BB General Chat Flow/8. 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 create a 1.1 BB General Chat Flow/9. Remedy Ticket for this issue. msg Error messages 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 1.1 BB General Chat Flow/9. the local office to complete the work order. msg Error messages 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 1.1 BB General Chat Flow/9. back once this is updated. msg Error messages 1.2 RTP General Chat Flow/1. Thank you for providing the details. Kindly verify if all the information below is correct: msg Opening Thank you for contacting Comcast! Welcome to Comcast RTP department. You have reached the right department for adding and provisioning modems.
1.2 RTP General Chat Flow/1. msg Opening
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.
1.2 RTP General Chat Flow/1. msg Opening
I understand the situation and I will do what I can to get this done for you.
1.2 RTP General Chat Flow/1. msg Opening
How are you doing today?
1.2 RTP General Chat Flow/1. msg Opening
That is good to hear. I am doing great. Thank you for asking.
1.2 RTP General Chat Flow/1. msg Opening
I am happy to hear that. I feel the same way as well.
1.2 RTP General Chat Flow/1. msg Opening
That is wonderful. I hope that lasts for the rest of the day.
1.2 RTP General Chat Flow/1. msg Opening
Rest assured that I will be assisting you to have this modem added and provisioned to the account.
1.2 RTP General Chat Flow/1. msg Opening
Rest assured that I will be assisting you throughout our conversation until we fnish your request.
1.2 RTP General Chat Flow/1. msg Opening
I understand that you would like me to push this modem to our customer's account which I can surely help you with. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to add this owned modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like to add this modem to the account. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like to swap this new modem with the one in the account. 1.2 RTP General Chat Flow/2. Is this correct? msg Probing I understand that you would like to swap this new modem with the one in the account. 1.2 RTP General Chat Flow/2. Is this correct? msg Probing I understand that you would like me to push this modem out of walledgarden to our customer's account which I can surely help you with. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to add this rented modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to provision this modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to activate this modem to our customer's account 1.2 RTP General Chat Flow/2. which I can surely help you with. Did I get this right? msg Probing I understand that you would like me to add and provision this modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to register this modem to our customer's account 1.2 RTP General Chat Flow/2. which I can surely help you with. Did I get this right? msg Probing Please log out on the customer's account so that I can access it. Thank you.
1.2 RTP General Chat Flow/3. msg Verifcation
Does the customer own or rent the equipment?
1.2 RTP General Chat Flow/3. msg Verifcation
Would you please verify with the customer if the device is owned or rented?
1.2 RTP General Chat Flow/3. msg Verifcation
May I please have your name, so I may address you properly?
1.2 RTP General Chat Flow/3. msg Verifcation
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 0 to 1.2 RTP General Chat Flow/3. 9 only. msg Verifcation Please ask the customer if this new modem is plugged-in and powered on. This is to make sure that it will be ready for troubleshooting.
1.2 RTP General Chat Flow/3. msg Verifcation
I checked the account and saw that there is an existing modem. Should I swap it with this new one?
1.2 RTP General Chat Flow/3. msg Verifcation
Please advise the customer that they may change their username to their desired one 1.2 RTP General Chat Flow/3. by logging in to their account at www.comcast.net msg Verifcation Should we use the customer's frst and last name as the username?
1.2 RTP General Chat Flow/3. msg Verifcation
Is it alright if we use the customer's frst and last name for the username that we need 1.2 RTP General Chat Flow/3. to create? msg Verifcation Will you please verify the modem model?
1.2 RTP General Chat Flow/3. msg Verifcation
Kindly verify the modem model with the customer.
1.2 RTP General Chat Flow/3. msg Verifcation
Since this is an eMTA, please verify the EMAC, CMAC AND MTA MAC addresses of the device?
1.2 RTP General Chat Flow/3. msg Verifcation
May I verify the MAC address of the modem you want to be provisioned please? It should have 12 alphanumeric characters from A to F and 0 to 9.
1.2 RTP General Chat Flow/3. msg Verifcation
Please verify if our customer will use both the Internet and telephone service of this EMTA device?
1.2 RTP General Chat Flow/3. msg Verifcation
I need a just a few moments to provision your modem so you can receive XFINITY's broadband speeds.
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I research that for you?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I get that information for you?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I access your account?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I process your request?
1.2 RTP General Chat Flow/4. msg Hold
1.2 RTP General Chat Flow/4. Thank you very much for holding. I apologize for it being a little longer than expected. msg Hold I apologize for the delay. It will take me a few more minutes to complete this process. Do you mind continuing to hold?
1.2 RTP General Chat Flow/4. msg Hold
Thank you for patiently waiting.
1.2 RTP General Chat Flow/4. msg Hold
May I place you on a brief hold while I remove the modem from walledgarden status?
1.2 RTP General Chat Flow/4. msg Hold
Is there anything else I can assist you with today? I will be happy to help you.
1.2 RTP General Chat Flow/5. msg Additional Assistance
I am glad I was able to help you today. Are there any other questions I can assist you with?
1.2 RTP General Chat Flow/5. msg Additional Assistance
I hope that I was able to assist you to your satisfaction today. Would there be anything 1.2 RTP General Chat Flow/5. else that I can help you with? msg Additional Assistance
Do you have other questions for me today?
1.2 RTP General Chat Flow/5. msg Additional Assistance
Have we covered all of your inquiries regarding this account?
1.2 RTP General Chat Flow/5. msg Additional Assistance
Did you receive my last message?
1.2 RTP General Chat Flow/6. msg Timeout
Due to inactivity, I will need to close the chat session if a reply is not received in one minute and assist another agent.
1.2 RTP General Chat Flow/6. msg Timeout
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 1.2 RTP General Chat Flow/6. day, seven days a week. msg Timeout Thank you for patiently waiting.
1.2 RTP General Chat Flow/7. msg Acknowledgement
Thank you.
1.2 RTP General Chat Flow/7. msg Acknowledgement
Thank you very much.
1.2 RTP General Chat Flow/7. msg Acknowledgement
It is my pleasure to assist you.
1.2 RTP General Chat Flow/7. msg Acknowledgement
You are welcome.
1.2 RTP General Chat Flow/7. msg Acknowledgement
I am in the process of adding the modem to the inventory.
1.2 RTP General Chat Flow/8. msg Process
Let me add the modem to the customer's account.
1.2 RTP General Chat Flow/8. msg Process
I am glad to inform you that I have just added the modem to the account.
1.2 RTP General Chat Flow/8. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the account. The modem is active and is now good to go.
1.2 RTP General Chat Flow/8. msg Process
Let me just check if the modem is in walledgarden status in Grandslam.
1.2 RTP General Chat Flow/8. msg Process
I have checked Grandslam and the modem is now good to go.
1.2 RTP General Chat Flow/8. msg Process
The modem is in walledgarden status. Let me go ahead and process an APT push to resolve this issue.
1.2 RTP General Chat Flow/8. msg Process
I am happy to inform you that I have successfully removed the modem from walledgarden and it is now good to go.
1.2 RTP General Chat Flow/8. msg Process
Here is the bootfile shown in Grandslam:
1.2 RTP General Chat Flow/8. msg Process
I checked the account and the modem has already been added. Let me go ahead and check the modem status in Grandslam.
1.2 RTP General Chat Flow/8. msg Process
To recap, we have added the modem to the account and removed it from walledgarden. The modem is now good to go.
1.2 RTP General Chat Flow/9. msg Completing/1. Recap
To recap, we have done an APT push and resolved the modem's walledgarden issue.
1.2 RTP General Chat Flow/9. msg Completing/1. Recap
To recap, a modem rate code should be added frst before we can completely provision 1.2 RTP General Chat Flow/9. the modem. Advised to contact billing department. msg Completing/1. Recap To recap, there is currently an open work order in the account which hindered us from 1.2 RTP General Chat Flow/9. adding the modem. Advised to contact the local office to complete work order. msg Completing/1. Recap 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.
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
Have a wonderful day!
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
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 at https://www.comcastsupport.com/rtp
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
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.
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
Whenever you're ready, just click on the End Session button to end the chat. By the way, you can print or save this chat for your records!
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
I have checked the inventory and the modem was already added but unable to add to account due to an error of "CEM36E - ILLOGICAL EQUIPMENT TRANSFER." Please escalate this to Support Desk and create a Remedy ticket for this issue.
1.2 RTP General Chat Flow/Issues/1. Error msg Messages
Upon adding the modem to the account, I encountered a ""CEP23W-MODEL NUMBER 1.2 RTP General Chat IS REQUIRED"" error message. Please escalate this to Support Desk and create a Flow/Issues/1. Error 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 open Flow/Issues/1. Error work order before we provision the modem. msg Messages I understand that this must be frustrating for you and the customer. However, when I 1.2 RTP General Chat tried to process, an error occurred that the account is placed into a Non-Pay status due Flow/Issues/1. Error to unpaid balance in their account. msg Messages I have checked the account. The account shows a disconnection. Please contact Local Office to have the services back.
1.2 RTP General Chat Flow/Issues/1. Error 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 unable to proceed because of this. Please contact the billing department regarding this matter.
1.2 RTP General Chat Flow/Issues/1. Error msg Messages
As per Grandslam, the modem appears offline and shows no diagnostic data. Let me just send a signal and roll the modem for you.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
The modem appears offline in Grandslam. Kindly advise the customer to powercycle the modem to enjoy Comcast services. Should the problem persists, please create a Remedy ticket or send a technician to further check on this device.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Kindly advise the customer to powercycle the modem. Should the issue persists, please book a technician to check the device.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
The modem status is showing offline in Grandslam. Please advise the customer to have 1.2 RTP General Chat it powercycled. Should the issue persists, please book a technician to check the device. Flow/Issues/2. Offline on Here is the modem bootfile status: msg Grandslam
The modem is still showing offline after I have rolled and sent a signal to it.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Please send a technician to check the connectivity of the modem or you can create a Remedy Ticket for this.
1.2 RTP General Chat Flow/Issues/2. Offline on 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 from the line if he is using the same CDV modem. Would you still like me to proceed?
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Kindly contact the billing department regarding this matter.
1.2 RTP General Chat msg Flow/Issues/3. Refer to
Kindly contact the local office regarding this matter.
1.2 RTP General Chat msg Flow/Issues/3. Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a technician to the customer's home.
1.2 RTP General Chat 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 moment and 1.2 RTP General Chat 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 moment 1.2 RTP General Chat 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 specifc modem model is yet to 1.2 RTP General Chat 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 to the 1.2 RTP General Chat local office instead. msg Flow/Issues/3. Refer to 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 1.2 RTP General Chat local office regarding this matter. msg Flow/Issues/3. Refer to 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 1.2 RTP General Chat provisioned as Docsis 3.0 type. msg Flow/Issues/4. Disclaimer 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 1.2 RTP General Chat aligned with their modem's performance capability. msg Flow/Issues/4. Disclaimer
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 1.2 RTP General Chat aligned with their modem's performance capability. msg Flow/Issues/4. Disclaimer 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 1.2 RTP General Chat available outlet before we provision the modem. Thank you. msg Flow/Issues/5. No Services 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.
1.2 RTP General Chat msg Flow/Issues/5. No Services
I have checked the customer's account and there is no CHSI services rate code added. This is a requirement before provisioning the modem.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Kindly chat with us again after the rate code has been added and we will be happy to assist you provisioning the modem.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Please contact the billing department to have the correct rate added frst as there might be additional charges adding the proper rates.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Kindly chat with us again after the modem ownership status has been verifed and we will be glad to assist you.
1.2 RTP General Chat msg Flow/Issues/5. No Services
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 frst as there might be added 1.2 RTP General Chat charges. msg Flow/Issues/5. No Services 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.
1.2 RTP General Chat msg Flow/Issues/5. No Services
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
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
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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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 1.2 RTP General Chat resolve. msg Flow/Issues/6. Local Office 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 1.2 RTP General Chat associated SIK order in . msg Flow/Issues/6. Local Office 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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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 1.2 RTP General Chat refer the customer to the nearest front counter to resolve. msg Flow/Issues/6. Local Office 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.
1.2 RTP General Chat msg Flow/Issues/7. Powercycle
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.
1.2 RTP General Chat msg Flow/Issues/7. Powercycle
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 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 Desk for 1.2 RTP General Chat further troubleshooting. msg Flow/Issues/7. Powercycle Live video feeds of all 98 sporting events are available online at NBCOlympics.com or from the XFINITY Sports Live Extra app on your tablet or smartphone.
msg 2. Comcast All/Olympics 2014
Thank you, we are almost fnished 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 confrmation your order was processed correctly 3) Confrmation of the products and services ordered 4) Information on how to reschedule the appointment
msg 7. DTA/DTA Activation/Closing
Thank you, we are almost fnished activating your box. I see that we currently have an email address on record for you. Is this your current email address:
msg 7. DTA/DTA Activation/Closing
Thank you for contacting Comcast World of More. It has been a pleasure assisting you today.
msg 7. DTA/DTA Activation/Closing
I do understand your concern. I appreciate the opportunity to make things right.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA I will be happy to help you by going through some troubleshooting steps with you and Activation/Connect with sending a signal, if needed, so you can receive your channels again. msg Customer I understand it is inconvenient when you are missing some channels. I will be glad to help you with this issue.
7. DTA/DTA Activation/Connect with msg Customer
I understand that it can be troublesome when the serial number of the device you want to activate did not match the one listed online. Rest assured we will take care of this for you.
7. DTA/DTA Activation/Connect with msg Customer
I understand that it can be troublesome when the serial number of the device you want to activate is not showing online. Rest assured we will take care of this for you.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA While I check on your account, let me just inform you that you may activate your cable Activation/Connect with devices online, anytime, by going to http://digitalnow.comcast.com msg Customer You will just need your 16 digit account number or the 16 digital Unique ID (listed in the letter sent about Comcast digital migration).
7. DTA/DTA Activation/Connect with msg Customer
You will just need your 13 digit account number or the 16 digital Unique ID (listed in the letter sent about Comcast digital migration).
7. DTA/DTA Activation/Connect with msg Customer
In case it does not go through, you will also be given an option to proceed by chatting with a live representative like our chat today.
7. DTA/DTA Activation/Connect with msg Customer
I’d be happy to walk you through in connecting your boxes.
7. DTA/DTA Activation/Connect with msg Customer
I’d be happy to walk you through in connecting your DTA box.
7. DTA/DTA Activation/Connect with msg Customer
I'd be more than happy to process this request for you today. You made the right choice in choosing Comcast.
7. DTA/DTA Activation/Connect with msg Customer
I'm glad to hear that you are pleased with your Comcast experience. We pride ourselves in offering the best customer service.
7. DTA/DTA Activation/Connect with msg Customer
I will be happy to activate this box for you.
7. DTA/DTA Activation/Connect with msg Customer
It's my pleasure to help activate your cable box for you today. I'm sure you will enjoy your updated services.
7. DTA/DTA Activation/Connect with msg Customer
I know how important it is for you to have your cable TV working, so let's go through activating your cable box so that you can enjoy watching your favorite shows.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA Activation/Connection Are there other devices, such VCR or DVD, connected between the device and the TV? msg Verifcation
Do you have a splitter connected from your cable outlet to the TV?
7. DTA/DTA Activation/Connection msg Verifcation
Is there a surge protector or a power strip connected to your device?
7. DTA/DTA Activation/Connection msg Verifcation
7. DTA/DTA Please verify the power strip is turned on? You can also directly connect the adapter to Activation/Connection a wall outlet. If the outlet is connected to a switch, make sure it's turned on. msg Verifcation Let's proceed with the activation process. If this does not work, we may have to connect the device directly from the cable wall outlet then to the TV.
7. DTA/DTA Activation/Connection msg Verifcation
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 7. DTA/DTA end of the cable connected to the wall, but disconnect the other end from the back of Activation/Connection your TV and connect it to the plug on the back of the adapter marked "Cable In". msg Verifcation 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. 7. DTA/DTA If you would like to include a DVD player or VCR to your setup, plug in the coax cable to Activation/Connection the “Cable In/RF In” input on the back of your DVD player or VCR instead of your TV. msg Verifcation 3. Plug in the power cord to the back of the digital adapter and to either a power strip 7. DTA/DTA or to a wall socket. Make sure the outlet the digital adapter is plugged into is not Activation/Connection controlled by a switch that is regularly turned on or off. msg Verifcation 4. Turn your TV on and select Channel 3. Set the switch on the back of the DTA to channel 3 as well.
7. DTA/DTA Activation/Connection msg Verifcation
Repeat these steps for the rest of the adapters you received.
7. DTA/DTA Activation/Connection msg Verifcation
Visit www.comcast.com/digitalnow to activate your services. Please have either your Unique ID number found on the welcome letter or your Account number.
7. DTA/DTA Activation/Connection msg Verifcation
To activate your services, please call our automated activation line at 1-888-634-4434. 7. DTA/DTA Please have either your Unique ID number found on the welcome letter or your Activation/Connection Account number. msg Verifcation 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 Activation/Device msg Activation
Please let me know if everything worked out well.
7. DTA/DTA Activation/Device msg Activation
To begin, I will send a signal to the digital adapter then proceed with the activation of the main device.
7. DTA/DTA Activation/Device msg Activation
I am going to send a signal to your device to initiate the activation process.
7. DTA/DTA Activation/Device msg Activation
I am sending a signal to the device now.
7. DTA/DTA Activation/Device msg Activation
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 Activation/Device msg Activation
2. With your Comcast remote control, please verify if you are able to view at least three 7. DTA/DTA Activation/Device clear channels. msg Activation 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 Activation/Device msg Activation
4. Please check if you can turn on and off your TV using the Comcast remote control.
7. DTA/DTA Activation/Device msg Activation
That's great, it appears that the signal that was sent has been successful in activating your cable box.
7. DTA/DTA Activation/Device msg Activation
Is the green light still blinking on the cable box?
7. DTA/DTA Activation/Device msg Activation
We will send a signal and try some troubleshooting steps, if needed, to get the equipment to work.
7. DTA/DTA msg Activation/Diagnose
I understand the inconvenience when your equipment is not activated and you are unable to watch your favorite shows.
7. DTA/DTA msg Activation/Empathy
I apologize for the frustration with activating your DTA box. I'll make sure we get this resolved for you as quickly as possible.
7. DTA/DTA msg Activation/Empathy
Apologies for the inconvenience. I'm here and ready to work with you to get this resolved ASAP.
7. DTA/DTA msg Activation/Empathy
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.
7. DTA/DTA msg Activation/Empathy
Welcome to the World of More. You have reached the DTA Activations Department. Please give me a minute or two to review your conversation with the previous agent.
7. DTA/DTA msg Activation/Greetings
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.
7. DTA/DTA Activation/Postmsg Activation
Also, if you are interested in adding Video on Demand service or On-Screen Guide, feel 7. DTA/DTA Activation/Postfree to take advantage of our advanced digital packages. msg Activation Are you able to see or hear any channels now?
7. DTA/DTA Activation/Postmsg Activation
Could I get you to check your channels now for picture and sound?
7. DTA/DTA Activation/Postmsg Activation
Terrifc! It appears that things may be working as they should. If you could please just 7. DTA/DTA Activation/Postcheck to ensure that you can view other channels before we continue. msg Activation 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.
7. DTA/DTA Activation/Postmsg Activation
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
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 on. 7. DTA/DTA Activation/PostOnce 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 service...”?
7. DTA/DTA Activation/Premsg Activation
Before we activate your device, please confrm the following:
7. DTA/DTA Activation/Premsg Activation
1. The light on the front panel of the device is blinking. This signifes that the channel 7. DTA/DTA Activation/Preplan is downloading. msg Activation 2. The TV is directly connected to the digital adapter. There should be no VCR or DVD 7. DTA/DTA Activation/PrePlayer or any other equipment in between the device and the TV. msg Activation 3. Both the digital adapter and the TV are turned on and are tuned in to channel 3.
7. DTA/DTA Activation/Premsg Activation
4. The cables from your TV to your device are securely connected.
7. DTA/DTA Activation/Premsg Activation
How many TVs are already connected to a digital cable box?
msg 7. DTA/DTA Activation/Probe
How many TVs do you currently have that are just connected to the cable wall outlet?
msg 7. DTA/DTA Activation/Probe
How many devices would you like to activate today?
msg 7. DTA/DTA Activation/Probe
How many TVs are experiencing this problem?
msg 7. DTA/DTA Activation/Probe
Was the equipment delivered to you by UPS or did you pick it up at the local office?
msg 7. DTA/DTA Activation/Probe
May I please have the serial number of the device?
msg 7. DTA/DTA Activation/Probe
May I please have the serial number of the devices?
msg 7. DTA/DTA 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 letters. msg 7. DTA/DTA Activation/Probe
Are you in the same room where the device and the TV are located?
msg 7. DTA/DTA Activation/Probe
Are you in the same room where the devices and the TVs are located?
msg 7. DTA/DTA Activation/Probe
May I know if this is an ongoing issue with this DTA box?
msg 7. DTA/DTA Activation/Probe
Have you connected the DTA box to your TV and the cable wall outlet?
msg 7. DTA/DTA Activation/Probe
Are the DTA boxes already connected to the TVs and the cable wall outlets?
msg 7. DTA/DTA Activation/Probe
May I know how the light is blinking?
msg 7. DTA/DTA Activation/Probe
Is the light blinking continuously in short intervals?
msg 7. DTA/DTA Activation/Probe
Does it blink three times and pauses continuously?
msg 7. DTA/DTA Activation/Probe
Do you see any messages on your screen?
msg 7. DTA/DTA Activation/Probe
May I know your specifc concern on the closed captioning for this channel that you are currently watching? msg 7. DTA/DTA Activation/Probe May I know if the closed captioning is hard to read or it is not displayed on the screen? msg 7. DTA/DTA Activation/Probe How many devices will we be activating today?
msg 7. DTA/DTA Activation/Probe
It should take approximately 5 to 10 minutes to connect each digital adapter and program each remote. Do you have time to proceed?
msg 7. DTA/DTA Activation/Probe
Let's make certain you have everything you need in your Self-Installation Kit. Please confrm you have the following items: Digital Adapter Coaxial Cable Power Cord Remote Control 2 AA Batteries Remote Control Signal Receiver Adhesive Fasteners
msg 7. DTA/DTA Activation/Probe
Would you please provide me the last 4 digits of the serial number on each cable box? The serial number usually starts with MA, M, GI, PA, TM, CS, PK. msg 7. DTA/DTA Activation/Probe Are you in the room where the cable box and TV are located?
msg 7. DTA/DTA Activation/Probe
Is this the frst time you have activated this device?
msg 7. DTA/DTA 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 today. You can keep this for your own records. Your ticked number is:
msg 7. DTA/DTA Activation/Recap
Let's program your Comcast DTA Remote Control by following these steps:
7. DTA/DTA msg Activation/Remote Control
1. Turn on the TV.
7. DTA/DTA msg Activation/Remote Control
7. DTA/DTA 2. Press and hold the "SET" button until the Red Light blinks twice, then release "SET". msg Activation/Remote Control 3. Key in the frst fve-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 fve-digit code for your TV.
7. DTA/DTA msg Activation/Remote Control
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 fnd one that works.
7. DTA/DTA msg Activation/Remote Control
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 remote will 7. DTA/DTA blink twice. 4. Press Power to turn your television on. msg Activation/Remote Control Let me know if that worked and we'll determine the next steps.
7. DTA/DTA msg Activation/Remote Control
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 7. DTA/DTA below. If one code does not work I will provide you another to check. msg Activation/Remote Control Here are the codes:
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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 7. DTA/DTA volume by pressing the up/down button and turn the TV on and off? msg Activation/Remote Control Please check to see if the remote that came with your cable box can change channels, 7. DTA/DTA turn the volume up and down, power on and off, and the number pad works. msg Activation/Remote Control 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 7. DTA/DTA search for your TV code. msg Activation/Remote Control Please let me know if we are now able to turn the TV on and off, control the volume up 7. DTA/DTA and down on the TV and change the channel on your DTA. msg Activation/Remote Control Great! Your remote control is now synchronized with your television.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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 office for 7. DTA/DTA 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 new one.
7. DTA/DTA msg Activation/Remote Control
If you require a Comcast technician to come to your house to swap out your remote, charges may apply and will vary by market.
7. DTA/DTA msg Activation/Remote Control
Once you have received your new remote, you will need to program it to work with your TV and other equipment. You can fnd instructions for programming the remote in the user manual. You can also go to the link below for the instructions: www.xfnity.com/remotes or www.comcast.com/remotes
7. DTA/DTA msg Activation/Remote Control
Do you need any assistance in programming your remote control?
7. DTA/DTA msg Activation/Remote Control
What color is your remote? Do you have the remote with the red ok button?
7. DTA/DTA msg Activation/Remote Control
On the remote that came with the cable box you should see a "Set" or "Setup" button 7. DTA/DTA and the "CH+" button. Do you see these buttons? msg Activation/Remote Control 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.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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!
msg 7. DTA/DTA Activation/Survey
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.
7. DTA/DTA msg Activation/TransferOut
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. msg 7. DTA/DTA Common Please call 1-800-COMCAST (1-800 266-2278) to speak to a live customer service specialist who can assist you further.
msg 7. DTA/DTA Common
Please call 1-800-391-3000 to speak to a live customer service specialist who can assist you further. msg 7. DTA/DTA Common 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? msg 7. DTA/DTA Common 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! :)
msg 7. DTA/DTA Common msg 7. DTA/DTA Common
Thanks for the chat! Do you mind hanging on for a few seconds while I connect you to the next representative? msg 7. DTA/DTA Common 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.
msg 7. DTA/DTA Common
Thank you for contacting Comcast, where we are proud to offer the Xfnity Customer Commitment. How can I help you?
msg 7. DTA/DTA Common
This is to ensure we are accessing the correct account.
7. DTA/DTA msg Common/Authentication
I am sorry but I would not be able to discuss the account information without account 7. DTA/DTA verifcation. I can answer any general queries that you may have. msg Common/Authentication Comcast always keeps your privacy and security as the frst priority. We need to communicate with the account holder or an authorized user to provide account specifc information. Please ask the account holder to add you as an authorized user.
7. DTA/DTA 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 ask the account holder to contact us to add you as an authorized user.
7. DTA/DTA 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 ask the account holder to contact us to add you as an authorized user.
7. DTA/DTA msg Common/Authentication
Thank you for your patience and taking the time to work on this with me today.
msg 7. DTA/DTA Common/Closing
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? msg 7. DTA/DTA Common/Closing
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 products and services and Help forums located at http://www.comcast.com
msg 7. DTA/DTA Common/Closing
Is there anything I can help you with today? I'll be happy to assist you further.
msg 7. DTA/DTA Common/Closing
We at COMCAST value our customers. My colleagues in the Billing Department specialize in addressing your concern.
msg 7. DTA/DTA Common/Closing
As part of our Xfnity Customer Commitment, we promise to offer easy-to-understand packages and provide you with a clear bill. A call or visit to our website makes it easy to fnd 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 visiting www.comcast.com
msg 7. DTA/DTA Common/Closing
I apologize but DTA box is not yet available in your area. We will let you know as soon as these are available. Thank you for your interest in DTA box.
7. DTA/DTA msg Common/Eligibility
I understand your concern. I will be here to help you throughout this chat.
7. DTA/DTA msg Common/Empathy
I'm very sorry for the inconvenience. Let me take a few moments to look at your account so I can get moving on fxing this!
7. DTA/DTA msg Common/Empathy
I respect your opinion, and I acknowledge your concern. Here is what we can do now.
7. DTA/DTA msg Common/Empower
Programming through the adapter is delivered in digital quality picture and sound (standard defnition).
7. DTA/DTA Common/Features and msg Benefts
7. DTA/DTA DTA will be benefcial for you when Comcast eventually moves more channels to digital Common/Features and delivery. msg Benefts
The DTA will also help you receive all the channels that you are subscribing to.
7. DTA/DTA Common/Features and msg Benefts
While I update your account, let me share some feature and benefts of a digital transport adapter.
7. DTA/DTA Common/Features and msg Benefts
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 7. DTA/DTA Common/General format. msg Info I’m glad to hear that you are not only interested in our products but in Comcast as a corporation.
7. DTA/DTA Common/General msg Info
I understand that knowing Comcast as a corporation is just as important as knowing more about our products and service.
7. DTA/DTA Common/General msg Info
Comcast corporate headquarters are located at: Philadelphia, PA 19103 215-286-1700
7. DTA/DTA Common/General msg Info
One Comcast Center
You may also visit our website www.comcast.com to learn more about Comcast’s corporate profle or you may click on this link: http://www.comcast.com/corporate/about/pressroom/corporateoverview/corporateov 7. DTA/DTA Common/General erview.html to directly bring you to Comcast’s corporate profle. msg Info 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.
7. DTA/DTA Common/General msg Info
Let me explain the difference between a set top box and an adapter.
7. DTA/DTA Common/General msg Info
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 Music 7. DTA/DTA Common/General Choice. msg 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 today.
7. DTA/DTA msg Common/Greetings
I have checked our system and it appears here that there is an outage reported in your 7. DTA/DTA 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 resolve 7. DTA/DTA 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 possible. Thank you for your patience and understanding
7. DTA/DTA 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 fx the problem and hope to restore 7. DTA/DTA 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 fxed, your service 7. DTA/DTA will be restored. msg Common/Outages 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.
7. DTA/DTA msg Common/Outages
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 7. DTA/DTA a larger service interruption. msg Common/Outages We make sure that all our customers expecting a technician at this hour are notifed and we apologize if you did not receive our notifcation. Rest assured our technicians 7. DTA/DTA are working to fx the problem and hope to restore your service as quickly as possible. msg Common/Outages I will be glad to assist you. Could you please tell me more about your concern? msg 7. DTA/DTA Common/Probe I just need to confrm a few other details with you about the account. msg 7. DTA/DTA Common/Probe 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. msg 7. DTA/DTA Common/Survey 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. msg 7. DTA/DTA Common/Survey 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.
msg 7. DTA/DTA Common/Survey
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. msg 7. DTA/DTA Common/Survey 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. msg 7. DTA/DTA Common/Survey Do you need additional information? Were you able to receive my last message?
7. DTA/DTA Common/Timemsg Out Process
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.
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://www.comcast.com/Support/
7. DTA/DTA Common/Timemsg Out Process
I would be happy to connect you with the department that can help you with your 7. DTA/DTA Common/Transfer inquiry further. Is there anything else I could help you with before I transfer your chat? msg Out I am glad you chose Comcast as your service provider. Unfortunately, you have been connected to our department handling residential accounts.
7. DTA/DTA Common/Transfer msg Out
Let me go through your account frst to verify the details.
7. DTA/DTA msg Common/Verifcation
Do you have any other phone number that may have been used when you signed up for the account?
7. DTA/DTA msg Common/Verifcation
Just for security purposes, could you also please verify the last four digits of your Social 7. DTA/DTA Security Number? msg Common/Verifcation Could you also please confrm any two of the following: 1. Account number 2. Service address (home address) 3. Amount of last payment made on the account
7. DTA/DTA msg Common/Verifcation
To ensure that I have opened the right account, can you please verify the name and the 7. DTA/DTA phone number on the account? msg Common/Verifcation Please take note of your confrmation number for future references. Here it is:
7. DTA/DTA Order msg Entry/Closing
Please be informed that it would take approximately three to fve business days for you 7. DTA/DTA Order to receive the equipment. It will be delivered via UPS. msg Entry/Closing 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 7. DTA/DTA Order fasteners, and a DTA Easy Setup Guide. msg Entry/Closing Thank you for your patience and taking the time to work on this with me today. Thank 7. DTA/DTA Order you for contacting Comcast World of More. It has been a pleasure assisting you today. msg Entry/Closing Thank you, we are almost fnished scheduling your appointment. Do you want to update your email address on account?
7. DTA/DTA Order msg Entry/Closing
Thank you, we are almost fnished scheduling your appointment. I see that we 7. DTA/DTA Order currently have an email address on record for you. Is this your current email address: msg Entry/Closing This email will help provide you with: 1) A reminder of your service appointment date and time 2) Written confrmation your order was processed correctly 3) Confrmation 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 7. DTA/DTA Order this helpful information? 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 fve business days. Since you are a valued customer, we will send you the equipment free of shipping and handling 7. DTA/DTA Order cost. msg Entry/Closing I'm glad I was able to help you today. Are there any other questions I could help you with today?
7. DTA/DTA Order msg Entry/Closing
It was a pleasure assisting you today. Will there be anything else that I may assist you with?
7. DTA/DTA Order msg Entry/Closing
As part of our Xfnity 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 premium 7. DTA/DTA Order channel for three months. msg Entry/Closing
As part of our Xfnity 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 channel 7. DTA/DTA Order for three months. msg Entry/Closing As part of our Xfnity 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 channel for three months.
7. DTA/DTA Order msg Entry/Closing
I understand that you want to place an order for a DTA. I will gladly process your order 7. DTA/DTA Order so that you can enjoy better picture quality and sound. msg Entry/Connect with Customer I understand that you would like to order digital adapters. You have reached the correct department. I can certainly process your order today.
7. DTA/DTA Order msg Entry/Connect with Customer
I will be more than happy to update you regarding your order status.
7. DTA/DTA Order msg Entry/Connect with Customer
7. DTA/DTA Order I know how precious your time is. I am happy to process your order in a timely manner. msg Entry/Connect with Customer I understand that you are in a hurry. I will process your order as quickly as possible. Please stay online till I fnish processing your order.
7. DTA/DTA Order msg Entry/Connect with Customer
I understand that you want to cancel your DTA order; is this correct?
7. DTA/DTA Order msg Entry/Connect with Customer
May I know if you processed this order online, through a chat representative or over the phone?
7. DTA/DTA Order msg Entry/Connect with Customer
The frst two DTAs that you will receive will be absolutely free of charge. Any additional 7. DTA/DTA Order 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 expanded 7. DTA/DTA Order 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 directly 7. DTA/DTA Order 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 continue receiving the channels that you have right now.
7. DTA/DTA Order 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 service is 7. DTA/DTA Order available in your area. msg Entry/Eligibility The frst two DTAs that you will receive will be absolutely free of charge. Any additional 7. DTA/DTA Order 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 connected to the cable wall outlet.
7. DTA/DTA Order msg Entry/Eligibility
I understand that you want to place an order for a DTA. I will gladly process your order 7. DTA/DTA 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 taken place.
7. DTA/DTA Order msg Entry/Empathy
I know how important it is for you to successfully place your order for the digital adapter so you may continue enjoying your cable service.
7. DTA/DTA Order msg Entry/Empathy
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
A CableCARD is a device about the size of a credit card that can be used with a digitalcable-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 7. DTA/DTA Order interactive programming guide. msg Entry/Equipment 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 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 7. DTA/DTA Order no equipment required. msg Entry/Equipment A digital-cable-ready TV is television that can receive digital cable service using a device 7. DTA/DTA Order that is about the size of a credit card, called a CableCARD, instead of a set-top box. msg Entry/Equipment 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?
7. DTA/DTA Order msg Entry/Greetings
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.
7. DTA/DTA Order msg Entry/Install Options
Would you like to take this option?
7. DTA/DTA Order msg Entry/Install Options
You made an excellent choice!
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 prefer?
7. DTA/DTA Order msg Entry/Install Options
Here are the complete details of your local office:
7. DTA/DTA Order Entry/Local msg Office
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 7. DTA/DTA Order Entry/Local %3d0 msg Office I understand you would like to have this order processed as soon as possible. Once the 7. DTA/DTA Order balance has been paid we can proceed with your order. msg Entry/Payments 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.
7. DTA/DTA Order msg Entry/Payments
May I know how many boxes would you want to order today?
7. DTA/DTA Order Entry/Probing and msg Paraphrasing
Just to confrm, 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 confrmation number:
7. DTA/DTA Order Entry/Probing and msg Paraphrasing msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK
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 fve business days for you to receive the equipment. It will be delivered via UPS. msg 7. DTA/DTA Order Entry/SIK 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 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.
msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK
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.
7. DTA/DTA Order msg Entry/TransferOut
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, 7. DTA/DTA Order right? msg Entry/TransferOut Notes msg aaa 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. msg Activation
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 fnished 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
The error you received indicates that your modem is not properly registered on our network. We've recently identifed 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 fx 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.
msg Activation
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. msg Activation Since you are using a leased modem, your account is subject to a modem rental fee. The fee is
msg Activation
There is no active account at the address provided. At this point, a new account must be built in order to restore your services.
msg Activation
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.
msg Activation
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
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 confrm 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
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 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 When you are ready to set up your equipment on , please log on to http://www.comcast.com/activate to fully activate your service.
msg General
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.
msg General
You have reached the right person today. Together we will come up with the best solution to meet your needs.
Retention Pilot/04. Take msg Ownership
You are in the right department. I am going to make sure we get your requests taken care of today.
Retention Pilot/04. Take msg Ownership
When did your problem frst start?
Retention Pilot/06. Ask msg Targeted Questions
Now that we have resolved the issue, may I ask you a few questions to see if you are still currently in the best option that suits you and your family’s needs?
Retention Pilot/06. Ask msg Targeted Questions
May I ask you a few questions to allow us to create a package that is flexible to your budget and household needs?
Retention Pilot/06. Ask msg Targeted Questions
What brought you to the decision to remove services?
Retention Pilot/06. Ask msg Targeted Questions
Can you describe your concerns/issue so I can see how to resolve it?
Retention Pilot/06. Ask msg Targeted Questions
I see you don't have our [INSERT LOB] service. Who's your provider for that service?
Retention Pilot/06. Ask msg Targeted Questions
Are you making a lot of long distance calls?
Retention Pilot/06. Ask msg Targeted Questions/CDV
Who is your current provider for your home phone?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How much are you paying for your current phone service?
Retention Pilot/06. Ask msg Targeted Questions/CDV
What are the features that are most important on your phone?
Retention Pilot/06. Ask msg Targeted Questions/CDV
Where do you make calls to?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How do you stay in touch with friends and family?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How do you use the internet?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Do you typically have multiple devices connected to your internet service?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Do you do any streaming videos or gaming online?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Who uses the internet in your home?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
How often are you on the internet?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
What types of devices do you use the internet for?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
How do you monitor your home?
Retention Pilot/06. Ask Targeted Questions/Home msg Security
What kind of TV programs do you like to watch?
Retention Pilot/06. Ask msg Targeted Questions/Video
Who in the home watches TV the most?
Retention Pilot/06. Ask msg Targeted Questions/Video
When you use our free VOD, what programming do you like best?
Retention Pilot/06. Ask msg Targeted Questions/Video
What type of programming does your family enjoy?
Retention Pilot/06. Ask msg Targeted Questions/Video
What channels do you and your family value most?
Retention Pilot/06. Ask msg Targeted Questions/Video
Do you enjoy watching movies/TV shows On Demand?
Retention Pilot/06. Ask msg Targeted Questions/Video
Are you utilizing your DVR services?
Retention Pilot/06. Ask msg Targeted Questions/Video
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. msg Retention Pilot/11. GBYE 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 fnd both of these.
msg Retention Pilot/11. GBYE
Within 6 hours, you will be receiving an email confrmation summary of the changes we made. This high-level detail will provide you a written confrmation 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?
msg msg msg msg
We’re fnished 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 frst to ensure your order information correct.
msg Retention Pilot/11. GBYE
Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE
Thank you for choosing the Triple Play Support Center. We’re here if you need additional assistance. Have a wonderful shift!
msg VCAE Beltway/Closings
Thank you for choosing the Comcast Triple Play Support Center. How may I help you today?
msg VCAE Beltway/Openings
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 msg msg msg
You job check in is now complete. Is there anything else that we can help you with?
msg VCAE Beltway/Transitions
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?
msg VCAE Beltway/Transitions
Please log out of the customers account so that I may proceed with the necessary changes.
msg ZICHAT/CAE/Account
VCAE Beltway/Openings VCAE Beltway/Transitions VCAE Beltway/Transitions VCAE Beltway/Transitions
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 ZICHAT/CAE/Account with adding their own modem added at this time? msg Verifcation 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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
I'm doing well, thanks for asking.
ZICHAT/CAE/Connect with msg CAE
First, I am going to review the account. I will be with you momentarily.
ZICHAT/CAE/Connect with msg CAE
Thank you for bringing this to our attention.
ZICHAT/CAE/Connect with msg CAE
Thank you for giving me an opportunity to resolve this.
ZICHAT/CAE/Connect with msg CAE
Thank you for providing that information.
ZICHAT/CAE/Connect with msg CAE
Thank you.
ZICHAT/CAE/Connect with msg CAE
That is correct.
ZICHAT/CAE/Connect with msg CAE
That is great!
ZICHAT/CAE/Connect with msg CAE
You are most welcome.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this DTA for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this DVR for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this Cable Modem for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this eMTA for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this Gateway for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this CableCARD for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate the equipment for you.
ZICHAT/CAE/Connect with msg CAE
You can be confdent that I will be assisting you throughout our conversation until we fnish your request.
ZICHAT/CAE/Connect with msg CAE
It is my pleasure to assist you.
ZICHAT/CAE/Connect with msg CAE
I totally understand.
ZICHAT/CAE/Connect with msg CAE
Very happy to hear I was able to assist.
ZICHAT/CAE/Connect with msg CAE
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.
msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy
My apologies for the frustration this issue has caused you. I'm going to do everything I can to resolve this with you today. msg ZICHAT/CAE/Empathy I apologize for this continued issue. Thank you for the opportunity to resolve this for you.
msg ZICHAT/CAE/Empathy
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 defnitely make sure that this is taken care of for you.
msg msg msg msg
ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empowerment
I am here to address any question or concerns that you may have, and I will do all that I can to assist you msg ZICHAT/CAE/Empowerment You’ve defnitely reached the correct department. I’m sure I’ll be able to assist you with your inquiry. msg ZICHAT/CAE/Empowerment I will personally take care of this for you. msg ZICHAT/CAE/Empowerment I'm here for whatever questions or concerns you have. I'll do everything I can to help you.
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
May I please have your name, so I may address you properly?
ZICHAT/CAE/Identity msg Verifcation
May I please have your NTLogin, so I may address you properly? I hope your day is going well. How may I help you?
ZICHAT/CAE/Identity msg Verifcation msg ZICHAT/CAE/Opening
Thank you for bringing this to our attention, I'm sure we can work together to get this resolved for you as soon as possible.
ZICHAT/CAE/Probe & msg Paraphrase
Please let me know if that worked and we'll determine the next steps.
ZICHAT/CAE/Probe & msg Paraphrase
I will be glad to assist you. Could you please tell me more about your concern? Please let me know if you are still available to proceed.
ZICHAT/CAE/Probe & msg Paraphrase 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 queue for assistance?
ZICHAT/CAE/Transfer msg Additional Assistance
Is there anything else that I can assist you with before I transfer you to the supervisor queue?
ZICHAT/CAE/Transfer msg Additional Assistance
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.
msg ZICHAT/CAE/Wrong Queue
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. msg ZICHAT/CAE/Wrong Queue I apologize, this type of request is not supported by the Central Division Help Desk.
msg ZICHAT/CAE/Wrong Queue
I apologize, this type of request is not supported by the Central Division Help Desk. This request would be supported by a supervisor.
msg ZICHAT/CAE/Wrong Queue
I'm glad I was able to help you. Do you have any other questions or concerns I can help ZICHAT/Chat Wrap you with today? msg Up/Closing Is there anything else I can assist you with today? I will be happy to help you.
ZICHAT/Chat Wrap msg Up/Closing
Is there anything else I can help you with today?
ZICHAT/Chat Wrap msg Up/Closing
Is there anything I can help you with today? I'll be happy to assist you further.
ZICHAT/Chat Wrap msg Up/Closing
Now that we've escalated your ER Ticket and reviewed the details, do you have any additional questions or concerns today?
ZICHAT/Chat Wrap msg Up/Closing
Now that we've resolved your issue(s) and reviewed the details, do you have any additional questions or concerns today?
ZICHAT/Chat Wrap msg Up/Closing
Thank you for your patience, the modem 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 eMTA was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the Gateway 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 DTA was added to the account. Is there anything else ZICHAT/Chat Wrap 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 else ZICHAT/Chat Wrap 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 anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the equipment was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the CableCARD was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
It's been a pleasure helping you today. Thank you for contacting the Central Division Help Desk and have a great day.
ZICHAT/Chat Wrap Up/End 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 have a great day.
ZICHAT/Chat Wrap Up/End msg Chat
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 ZICHAT/Chat Wrap Up/Taking 5 minutes to assist in resolving their issue using the number that you provide me. msg the Call 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.
ZICHAT/Chat Wrap Up/Taking msg the Call
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. msg ZICHAT/CHSI/Equipment/EOL 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 Approved Devices is available to email to customers.
msg ZICHAT/CHSI/Equipment/EOL
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 msg ZICHAT/CHSI/Equipment/EOL 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 Voice Approved Devices is available to email to customers
msg ZICHAT/CHSI/Equipment/EOL
May I please have the MAC Address of the device/s?
ZICHAT/CHSI/Equipment/Veri msg fcation/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 0 to 9.
ZICHAT/CHSI/Equipment/Veri msg fcation/MAC
May I please have the Manufacturer of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Manufacturer
May I please have the Model Number of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Model
May I please have the serial number of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Serial
The cable modem does not appear to be online, please verify all connections including ZICHAT/CHSI/Equipment/Veri power are properly connected with the customer. msg fcation/Troubleshooting The eMTA does not appear to be online, please verify all connections including power ZICHAT/CHSI/Equipment/Veri are properly connected with the customer. msg fcation/Troubleshooting The equipment does not appear to be online, please verify all connections including power are properly connected with the customer.
ZICHAT/CHSI/Equipment/Veri msg fcation/Troubleshooting
Thank you for your patience, in order to add the eMTA to the account the equipment will need to be online and the frmware update would need to be completed.
ZICHAT/CHSI/Equipment/Veri msg fcation/Troubleshooting
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.
msg ZICHAT/CHSI/Username
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. msg ZICHAT/Feedback 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.
msg ZICHAT/Feedback
I apologize for the wait. Please bear with me as I take a moment to review your request.
msg ZICHAT/Hold
I apologize this is taking more time than usual. Please bear with me as I fnish processing your request.
msg ZICHAT/Hold
I am working on your request. Do you mind waiting a few minutes while I complete the necessary steps to process your request? msg ZICHAT/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?
msg ZICHAT/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 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 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
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
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?
msg ZICHAT/Hold
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? msg ZICHAT/Hold 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.
msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold
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?
msg ZICHAT/Hold
Thank you very much for patiently waiting. I apologize for it being a little longer than expected.
msg ZICHAT/Hold
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?
msg ZICHAT/Hold
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?
msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold
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? msg ZICHAT/Hold Thank you. I will be back with you shortly. msg ZICHAT/Hold Please give me just a couple of minutes to submit this ticket. msg ZICHAT/Hold
Tittle
Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding
Tech Visit
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
Service xder
Take Ownership Take Ownership Take Ownership Capture Email Address
Verifcation/Authorized User
Verifcation/Authorized User
Verfcation failure
Verifcation/Authorized User
Verifcation/Authorized User
Verifcation/Failure
Verifcation/Failure
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Health Check in Einstein
HC
Health Check in Einstein
Outage
Health Check in Einstein
Outage
Health Check in Einstein
Outage
Probe to Understand/CHSI
provisioning
Probe to Understand/CHSI
Probe to Understand/CHSI
Internet issues
Probe to Understand/CHSI
Wireless
Probe to Understand/CHSI
Probe to Understand/General
Probe to Understand/General
Connection issues
Probe to Understand/General
Probe to Understand/General
Probe to Understand/General
General
Probe to Understand/General
General
Probe to Understand/General
General
General
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
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 Expectation setting Customer/Account
Expectation setting Customer/Escalation Ticket
Expectation setting Customer/Escalation Ticket
Expectation setting Customer/Escalation Ticket
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
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 Pitch Additional Comcast Services/Rebuttal Pitch Additional Comcast Services/Rebuttal
Pitch Additional Comcast Services/Service Protection Plan
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/General
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services Summarize & Educate/ Self Service Customers Issue/General/Outage Summarize & Educate/ Self Service Customers Issue/General/Sales Summarize & Educate/ Self Service Customers Issue/General/Sales
Offer Survey Reminder Close the Chat Close the Chat Close the Chat
Close the Chat
Close the Chat
Close the Chat Close the Chat Close the Chat
Close the Chat/Inactivity Close the Chat/Inactivity
Close the Chat/Refer
Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer Close the Chat/Refer Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer Close the Chat/Sales Close the Chat/Transfer Close the Chat/Transfer
Close the Chat/Transfer Gratitude Gratitude Gratitude Gratitude
Gratitude/Feedback
Gratitude/Feedback
Alerts
Alerts
Alerts Alerts
CHSI
CHSI General General
General
General
General General General General
General General Sales/Credit Check
Sales/Credit Check
Sales/Credit Check Sales/Gather Info Sales/Gather Info
Sales/Install Details Sales/Serviceability Sales/Serviceability
Sales/Serviceability Sales/Serviceability
Outage Issues Division
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
DOC ID
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 confguration 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
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?
Document ID HOW10188
XFINITY Latino Packages Overview
Document ID PRD1294
XFINITY Latino Packages - West Division
Document ID PRD1286
XFINITY Internet Speed Tier and Package Overview
Document ID PRD1055
XFINITY Internet Available Speeds - West Division
Document ID PRD1347
XFINITY Internet Speed Tiers Comparison
Document ID PRD1040
Internet Plus XFINITY Internet Product Overview
Document ID PRD1266
Blast! Plus
Document ID PRD1122
XFINITY Voice Product Overview - Agent
Document ID PRD1069
International Calling Plans for XFINITY Voice - Packages Overview
Document ID PRD1091
DOC ID HOW7023 HOW7024 HOW7025 HOW7026
HOW3730
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 Emails undelivered Emails bounce back Wifi Not working Secondary email address HTTP ERROR 400 reason Authentication Failed Trying to set up email on my new ipad / Any external Device Customer trying to watch online TV (Not on Xfinity Website) Cx's has issues with Data usage xfinity tv to go How do I enable/disable the hotspot? Trying to setup up bridge wirelessy / Setting Firewall Changing SSID / Wifi Channels Streampix does not work I am getting copyright notices in my browser and I can't figure out how to confirm/stop the notices. Xfinity App not working on mobile TV app on mobile not working UID Scenario Unable to login to Xfinity Account Username Transfer Cannot login with secondary username Unable to login / Cx getting UH-Ah screen Username & password not match Username Creation Secondary username
Issue View and Record Programs Install Norton Manage Registered XFINITY WiFi Devices Manage Email Deletion Settings: Restore Deleted Emails:
All email settings Configure Email Client Settings Recordings on XFINITY TV App for Android Devices XFINITY Connect New Look Print or Export Contacts Latino Channels Making a Payment Online Without Logging In Create Your Watchable Router/Gateway Login XFINITY WiFi Home Hotspot On or Off: Use VPN: Enable/Disable Bridge Mode from CX Prot Forwarding: Change WiFi Name/Password Guests WiFi: Authorize/De-Authorize Device for Streaming Download Recordings/On Demand to Your Device
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 Cannot send emails Cannot send emails Cannot Surf/ No Connectivity Mail Client Setup Issues Mail Client Setup Issues TVEverywhere Issues Usage Meter Downloadable App / Refer to CSA XFINITY TV Go XFINITY WiFi Hotspot Issues XFINITY Wireless Gateway Settings XFINITY Wireless Gateway Settings XFINITY TV Go General Security Issues XFINITY TV Go XFINITY TV Go ITG Login Issues / Unable to Login to Xfinity Sites Transfer of UID/Login From Old Account Login Issues Password reset/Login issue Password reset/Login issue UID creation issues Secondary UID creation
Resolution Doc ID HOW8502 HOW11014 HOW9579 HOW3606 HOW9922
HOW6328 HOW4168 HOW8017 TLK2853 HOW3582 PRD1292 HOW11026 HOW10483 HOW3501 HOW9107 HOW3742 HOW8383 HOW9942 HOW10645 HOW10859 HOW10046 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 Appreciating Customer In between the issues
Issue Fixed.
Empathy Statements General Creating the unspoken suggestion that your company values feedback, and takes matters of this kind extremely seriously. Being transparent Demonstrating your respect for the customer’s opinions and your sympathy for his or her personal predicament Angry customers I’m so sorry that you feel this way, Mrs Brown… As a solution, may I suggest that… What I’ll do right now is 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. 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 fx we can disc Customer name, it looks like the issue is more complex and it needs to perform an advance troubleshooting steps
Education and Expectation Settings Issue
Slow Internet ( Wireless Connection )
Online Streaming
Slow internet on wired connection Performing provisioning and educating / tech visit advised
Email issue on client
Norton activation issue
Survey
New additions Wi-Fi issue (port forwarding/ open NAT/ unblocking the ports
Summarization
Email Issues
Slow Speed
Intermittent Connection
No internet
Wi-Fi
No Response Spiels No Response Warning 1 No Response Warning 2
No Response Warning 3
Technical Difficulties
Technical Difficulties
System latency
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 c issue related to xfnity . For any specifc 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 And That said, generally I am able to resolve the issues via following steps.
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 satisfed with the resolution provided my me today ? Are you satisfed 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 ? 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.xfnity.com/help-and-support/selfservice/
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
That said,generally I am able to resolve the issues via following steps.You could email this chat to record these ste 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 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 signifcant 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 (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
You can also troubleshoot Your Internet Connection with the XFINITY My Account App- https://customer.xfinity.com/help-andsupport/xfinity-apps/my-account-app-internet-mobiletroubleshooting You can also visit www.xfnity.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. 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 españ Hispano hablante, que será capaz de contestar sus preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-7
Opening I’d be delighted to assist. Certainly, I’d be happy to assist you with that today.
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 . Thank you for helping me fx the issue today. I really appreciate you for helping me fx the issue today. Let me tell you that you have been really great while helping me fx the issue today.
Empathy Statements I understand what you mean’ I understand why you would think that way’. “Thank you so much for letting us know about this…” “I’d just like to ask for a little further information, cx name…" “You’re absolutely correct, Sir/Madam…” Closing I’m happy that I was able to assist you today. Your satisfaction is a great compliment to us, (insert name). Thank you for being a great customer. We value your relationship. 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.
SETTING EXPECTATIONS esolve this issue. Should your issue require more advanced troubleshooting to fx we can discuss other options and fnd the best solution for you. Is that okay? needs to perform an advance troubleshooting steps
WCC expectations
Setting expectation with cx that wireless issue will be taken care by the wireless team.
Educating customer that we found the cause of the issue and will be fxing it however it will take few hours to get updated.
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.
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
Probing / checking if the Norton is properly installed / then referring to Norton support
Giving survey reminder and taking acknowledgement
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
Issue Resolved
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.
Thanks for letting me resolve your issue for today. Just to recap, we have informed you that this is Email confguration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.
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 fne) which resolved the issue today .
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 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 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
You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected? Please let me know that we are still connected. Thank you.
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/
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. 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.
r 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 : http://customer.xfini
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/
http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password And Follow Self help and future recommendation Statements
xperience and relationship with comcast ?
ow I assisted you and resolved your issue on the chat. Can I count on you for that?
perience in this chat interaction with me.
h me. I’ll be happy to read them. button. I really appreciate your cooperation. 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:
Tips
Tricks
Good Steps
Issue Type
resolve the issues via following steps.You could email this chat to record these steps for reference
Wi-Fi connectivity issues
Intermittent/Slow connectivity
Unable to connect to Wi-Fi/Authentication issues
Cx can open this link on mobile and t/s their desktop.
General Self help
Spanish customer
embargo en este momento Comcast no ofrece la charla de apoyo en español. Llame por favor al 1-800-934-6489. Usted puede solicitar s s preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-782-3561 HSD, CDV, o Video en español: 888-780-8571
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… Many of our customers prefer to do/use…
Provide a sense of immediacy We’ll look into this for you right away, I can see where the problem is,Cx name What I’m doing for you right now is… That’s now been done, Mrs Brown… That is a fantastic alternative…
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? I have that information here for you now, I will just get it for you Thank you for staying on the line
best solution for you. Is that okay?
Spiels
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? Thank you for waiting. I see that there's a missing code of the subscription of your Xfnity 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.
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.
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.
Probing Education: If you successfully installed Norton Security there's no need to activate it.
Education
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 verifed 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. Resolution communication 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 xfnity.com/help Thank you for choosing XFINITY. Take care
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 Unresolved " 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 (___) .
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 fne. 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
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
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 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
u can visit self help link : http://customer.xfinity.com/help-and-support/selfservice/ " for any
1 Temp check Statement
1FCR statement
800-934-6489. Usted puede solicitar ser transferido a un representante ideo en español: 888-780-8571
The steps are for Windows only
U p
REP SAT ESSENTIALS I.
Verification- handling no verification \ failed verification.
Passed Verification – Congratulations! You have cleared the security verification on your account. Let’s
Failed Verification (CHSI) - I see that we are unable to verify security details. Verification is required to
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For ad Would you like to proceed?
II.
Check History
After verification, we have to check the history of the customer’s account by checking the acc 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.
OR I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies 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 dur Location of the device
-
I would request you to please check your device location, it should not be installed near any electronic dev 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 sinc
For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disco
For Wired Connection:
In order to resolve your connection issue, I will do remote troubleshooting and also may have to ask you t
If a technician visit is required, I will schedule the same and share the details with you. You will not be cha
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 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 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 n
To recap, you chatted for the (_______) issue , I have refreshed the signals of your modem and ( ALL TH I have also placed a note on your account about this issue for the benefit of the technician who will resolv
VII.
VIII.
Self-help option – Split at chat type level(SCHOLAR LINK)
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
UID CHAT FLOW ESSENTIA
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 secu unauthorized access and fraud.
That said, I will be glad to assist with your primary concern for which you were trying reset the online acco 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 fo -
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
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 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 resolv
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 cu
3. Mobile customers are also able to fill surveys, ensure equal treatment is pract 4. Customer gets survey post chat closure & the process is same.
Automatic Opening Ex Greeting
Assurance
For mobile customers
Expectation setting
Verification (Primary)
Verifcation Failed
-
Explain the reason why CANNOT PROCEED
2nd Rebuttal for irate customer due to failed verification check -
Verification Passed Probing
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Verification (Secondary) if required
Thanks for permission Post Verification Unable to verify If customer not at home
CPNI Not Possible
EMAIL CPNI Reset Code sharing Expectation Setting - Pre-resolution
Reset code Via Email
Mobile customers
Customers with Mobile Phone Access
Customers without Mobile Phone/ e-mail Access
Customers without Mobile Phone/ e-mail Access
LOGIN Y/N Link (Optional) Confirmation of login
Future Recommendation
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 t
You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity
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 w For any specifc 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
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing
Closing
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.
As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected. Before we begin, Let me inform you that I will share the user name and reset code in the chat after the verifcation is completed.
·
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 confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account.
Please confrm 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# un the device or at it's rear.
Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Do Secondary verifcation ( Row 41) I understand the urgency of helping you login to your online account however we are unable to verify security details. Verifcation 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? 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.
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?
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 . 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 frst statement followed)
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?
CUSTOMER, please provide an email address to associate with your account for receiving notifcations and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it?
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 proper
I am now done checking your account. Congratulations, your modem signals are optimized and stable.
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 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 verifcation. Are you at home to take a verifcation 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 verifcation 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 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 onli 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 us on 1-800-934-6489 and we will defnitely 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
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 to do that at a later time?”
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]) ? 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 Xfnity account.
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. 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 Xfnity.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 confrm it is correct, and click the Next button to proceed.
You will then see a confrmation screen and be automatically redirected to sign in to your account. The confrmation screen says "All set! We've updated yo password and you can now sign in to your account." 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://xfnity.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 Xfnity account Please confrm if you are able to log in and your issue is resolved? You can also sign in at https://customer.xfnity.com/Secure/Home.aspx. Please let me know if you are able to log in /Sign in into your online Xfnity 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.
d 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.
//customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-accoun
ount 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
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ 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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ved ? y? now closed?’
ution provided by me today ?
" 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 sen the CPNI( security PIN), also I have provided you the correct department/phone number that you may call for assured assistance and resolution for you concerns. The reference number for today's chat is ( ___).
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 fo 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 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. Is there anything else I can assist you with ? 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?
“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 i 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!
OR OR Ver 2 Ver 3
( If SSO is yes) If the "i" window/customer is not authorised)
If cx doesn’t have SSN /not listed on account
Note : Ask the customer why was he\she trying to reset the password Possible that customer wants to pay his\ her bill
Re p
Sa tE
ss en tia l
IF YES,Then take the payment
Update ver4
Ver 3
Ver 3
Ver 3
Ver 2
Saves FCR
-account-app-internet-mobile-troubleshooting
you can do online by checking out http://customer.comcast.com
Common - My account
for connectivity OR
ic items , and interference . . These devices are available for purchase at many retailers
Rep sat Essential Rep sat Essential
the customer why was he\she trying to reset the password
ble that customer wants to pay his\ her bill
ES,Then take the payment
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.
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Resolution Confirmation - Previous Issue
Email capture
Health Check Result
Probing
Expectation setting
Troubleshooting Incoming Email (Web mail)
Incoming Email (Client)
Outgoing mail (Web mail)
Outgoing email (Client)
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 t
You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity 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 w online by checking out http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
And
If Resolved -Summarize
If Not resolve- resolution communication
If Not resolved- Summarization
Additional assistance
Survey Pitch
Closing
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes the current status of your equipment and your services. It should only take 2-4 minutes for the results.
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 notifcations and alerts from Comcast?
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? Or Do you have an issue with sending or receiving email? 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?
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.
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?
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 ,HOW4382-Firefox 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. I will send a test mail to you to check if you are receiving mails now, is that ok? 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 flters 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 confrm 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 fnished, click Save. In case if you are unsure of the sender of the email. In that case, you may fll 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 identifed as a safe email address, we will unblock it from the server so you can receive their email messages and notifcations. Suspend and activate the account frst 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 frst I will request you to please follow these simple steps. 1. Clear the browser’s cache, cookies and history. 2. Close the browser and re-open the browser. 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: felds 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 identifed 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.
Suspend and activate the account frst 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
ave 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.
om/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-
ills, 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
day ?
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 signifcant 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 (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
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 confguration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.
At this point, we need to arrange a call from the tech team which will help you fx the issue. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you.
"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!
OR
Ver 2 Ver 2 ver 3
( If SSO is yes)
Update ver4
outgoing emails
Domain is blocked Email address is incorrect
Click Here for email Configuration steps
https://customer.xfnity.com/help-and-support/internet/email-client-programs-with-xfnity-email **PLEASE REFER EINSTIEN FOR REF DOC IDs** Clear Cache and Delete Cookies for different browsers Safari Internet Explorer Firefox 9.x/10.x Browser Google Chrome
Document ID HOW7024 Document ID HOW7023 Document ID HOW4382 Document ID HOW7026
Firefox
Document ID HOW7025
Domain blocked
these steps.
upport/xfinity-apps/my-account-app-
ke a look at everything you can do
Common - My account
nt/
wait till the modem will be back online and
rly to the wall as well.
vated ,in upright position and away from getting a Wi-Fi extender may be a helpful
d of your in-home Wi-Fi network.
1 Temp check Statement
1FCR statement
mail issue, I checked your username alternate browser and found out that when accessing email.
our email account; we also advise you ne.
fx the issue.
hooting and resolve this for you.
tus, refreshed your username, cleared ersists, for further assistance we are hooting. The reference number for
so we can continue to improve the ttom right of the chat screen.”
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Health Check Result
Expectation setting
Probing
Troubleshooting Speed test If Wireless connection
Cx education Provisioning
Before Provisioning -Expectation setting
If speed has improved
If speed has not improved
We would perform a few steps now due to which you will temporarily get disconnected, but please do not close this session as we will be reconnected once the modem is back online. Please inform me once done. Thank you very much. (Give provisioning expectation setting) These are the steps on how to bypass the router if connected/at the same time we will power cycle the router :This usually fxes most types of issues related to signals. Please follow the steps below: 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 battery back up modems, power cycle won't work: Bypass the router and follow below steps: 8. 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.
Thank you for performing the power cycle. Please check if you can now connect to the internet. Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. Please do the following: Go to http://speedtest.comcast.net Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. For this i will request you to directly connect your computer to the modem device for best results. 1. Go to http://speedtest.comcast.net 2. Select the nearest point for your area 3. Click Begin Test 4. Copy the complete link of the result that starts with : http://stage.results.speedtest.comcast.net/result/ 5. Provide the result link to this session The result links are needed in order for us to do a system back end server speed check to determine signal drops and fluctuation points.
Scheduling Technician
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 t You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ 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 w by checking out http://customer.comcast.com For any specifc 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 And That said, generally I am able to resolve the issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing Closing
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes 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 notifcations 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. 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. 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. 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?
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 fx 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 . 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
HEALTH CHECK IN GS IS GREEN
Router Bypass Unplug the Ethernet wiretemporarily connected get fromdisconnected, the modem to router disconnect m a few steps 1. now due to which you will butthe please dotonot close thisrouter session as we will be 2. Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection ce the modem is back online. Please inform me once done. Thank you very much. (Give provisioning expectation setting) 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 n how to bypassPlease the router connected/at same time we will power cycle the router usually fxes most types of do theifspeed test at: the http://speedtest.comcast.net and provide the :This link of the result. als.
s below: and Router from the power source to turn it off. l cable at the back of the modem
Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. nd Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection m to the power source to turn it on and wait for all lights to sync. fully sync, check for internet connection.
odems, power cycle won't work: Bypass the router and follow below steps: he 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 k for connectivity
est at: http://speedtest.comcast.net and provide the link of the result.
Thank you for performing the power cycle. Please check if you can now connect to the internet.
een refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. Please do the following: Go to http://speedtest.comcast.net refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. For this i will request your computer to the modem device for best results.
st.comcast.net oint for your area
nk of the result that starts with : http://stage.results.speedtest.comcast.net/result/ k to this session
ded in order for us to do a system back end server speed check to determine signal drops and fluctuation points.
Are you using Splitter in between the cabl
Yes
Could you please remove the splitters and check the direct Modemto-PC connection?
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 fne 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 fnally, 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 beneft of the technician who will be working on this incident to resolve it for good.
anding 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. k :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/m hooting t 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 ustomer.comcast.com may also visit http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/
http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser . Do hard reset to the modem by pressing by theplacing reset hole the back of it forin5an seconds untiland thecentral lights turn off and wait till,in theupright modem will beand backaway online For aBetter connectivity, limit interference your at wireless gateway open area location , elevated position from connectivity OR . and interference If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a help devices are you available for purchaseget at many retailers Also check, may accidentally connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ment
resolved ? e today? sue is now closed?’ resolution provided by me today ?
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 fne which resolved the issue today . 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. 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. 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 prov take survey by clicking the "End Chat" button at thebutton. bottomYour right of the chatisscreen.” Thankthe you! you may click the "Exit Chat" and "Takelocated Our Survey" satisfaction our priority. Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3 Please follow ITG
( If SSO is yes)
Update ver4
To be removed
if 3rd party Age of issue
Number of devices.
Retravision
HEALTH CHECK IN GS IS NOT GREEN
Are you currently home with access to the affected modem for us to do the preliminary troubleshooting? Get the MAC # o the Modem & provisioned the device from HSI Tab.
Are you currently home with access to the affected modem for us to do the preliminary troubleshooting? Get the MAC # o the Modem & provisioned the device from HSI Tab. Have you tried to directly connect your computer to the modem device? If not, I will request you to please connect your computer directly to the modem with an Ethernet cable.
If router is used in between These are the steps on how to bypass the router 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 ti 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.
Let us frst do a complete power cycle on the equipment. This usually fxes most types of issues related to signals.
We will temporarily get disconnected but please do not close this session as we will be reconnected once the modem is ba online., in case I am not available just refresh the chat window and you will get another representative who will help you. P inform me once done. Thank you very much .
Please follow the steps below: 1. Unplug the modem 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 t well. 5. Plug back the modem to the power source to turn it on and wait for all lights to sync. 6. Once the modem is fully sync, check for internet connection
Thank you for performing the power cycle. Please check if you can now connect to the internet.
Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your acco following: Go to http://speedtest.comcast.net
Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your acco you to directly connect your computer to the modem device for best results.
1. Go to http://speedtest.comcast.net 2. Select the nearest point for your area 3. Click Begin Test 4. Copy the complete link of the result that starts with : http://stage.results.speedtest.comcast.net/result/ 5. Provide the result link to this session The result links are needed in order for us to do a system back end server speed check to determine signal drops and
ween the cables?
ct Modem-
No
steps. t/xfinity-apps/my-account-appok at everything you can do online
Common - My account
beand backaway online and check foritems , on from electronic
er may be a helpful option. These Fi network.
1 Temp check Statement
1FCR statement
service we provide to you. You can
minary troubleshooting? Get the MAC # of
minary troubleshooting? Get the MAC # of
will request you to please connect your
ect router nnection seconds until the lights turn off and wait till the result.
types of issues related to signals.
will be reconnected once the modem is back nother representative who will help you. Please
t the other end is connected properly to the wall as
o
sync.
Please wait for 4-5 minutes for the customer to return on chat
to the internet.
u are getting the right speed for your account. Please do the
u are getting the right speed for your account. For this i will request
dtest.comcast.net/result/
check to determine
signal drops and fluctuation points.
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting Unscrew Coaxial Cable
Disconnecting Splitter
Cx education
Provisioning resolution information
Before Provisioning -Expectation setting
Before Provisioning -Expectation setting
Scheduling Technician
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 t 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-su
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 w http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
Temperature Check Statement FCR
And
Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfed with the resolution provided by me today ?
Summarisation - if issue fixed
Not Resolved Summarization
Final Part - summarisation
Additional assistance
Survey Reminder/Closing Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa 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.
I am here to provide you excellent customer service. Let's work together to get your issue resolved today. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic your services. or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm 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 notifcations 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 de
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 hig 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 yo 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 confi For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 :
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. I 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. 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?
Please try to unscrew the coaxial cable at the back of the modem and touch the tip by your fnger before screwing it back in. This will he removing static from your connection and is safe.
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 sp 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. 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 fx this permanently is to re-provision the modem through which the internet service is working . After a succes registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed con
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. Thi 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 m all troubleshooting steps performed till now.
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 fne 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 fnally, 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 beneft of the technician who working on this incident to resolve it for good.
peration. 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. omer.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-trou
unt 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
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ed ? ? ow closed?’
tion provided by me 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 c 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 c 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 b /advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for 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 prov clicking the you "Endmay Chat" located the"Take bottom of the chat screen.” Thank you! clickbutton the "Exit Chat"atand Ourright Survey" button. Your satisfaction is our priority. Thank you for choosing XFINITY. Have a great day!
OR Ver 2 Ver 2 Ver 3
( If SSO is yes)
Update ver4
Please follow ITG
Please follow ITG
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.
If Wireless Customer education Age of issue
Number of devices.
Provision
roubleshooting
n do online by checking out
nnectivity OR
ms , and interference . e devices are available for purchase at many
Common - My account
1 Temp check Statement
1FCR statement
In case of close ticket/ I am glad to inform that this fxed the issue.
rovide to you. You can take the survey by
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Health Check Result
Expectation setting
Probing
Troubleshooting
Wi-Fi Not working
Wi-Fi Not working
Scheduling Technician
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 t
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-su
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 w For any specifc 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
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization - if issue fixed
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing
Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa I hope you are doing well.
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic OR
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifcations 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 de
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 hig 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 yo 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 confi troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 fne with the same connection? Is your internet working on wired connection on this device? 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?
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 confrm 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 Internet isn't working on one computer
•If you've recently changed or upgraded your frewall and/or antivirus software, disable them. If this resolves the issue, contact the softwa •If you upgraded to Windows XP, make sure the Windows frewall 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 :
Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all t 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 beneft of th working on this incident and resolve it for good.
tanding 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.
k :" 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-inte
rrent 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 everyt
u may also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
Statement
e issue resolved ? r issue today? our issue is now closed?’
th the resolution provided by me today ?
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 chan connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the 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 modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retri
Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and bes troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat inte 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. 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 prov located at the right the chat Thank you! youbottom may click theof"Exit Chat"screen.” and "Take Our Survey" button. Your satisfaction is our priority.
Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3
( If SSO is yes)
Update ver4
Or
and
if yes- issue is with the wireless configuration' Age of issue
Number of devices.
hooting
ine by checking out http://customer.comcast.com
Common My account
r purchase at many retailers
1 Temp check Statement
1FCR statement
take the survey by clicking the "End Chat" button
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Outage
Expectation setting
Probing
Troubleshooting
If the modem comes online then provision the modem or else schedule techn
T/s result
Reprovisioning
Before Reprovisioning -Expectation setting
Check for resolution
Technician visit
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 t
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-su
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 w http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization - if issue fixed
Not Resolved Summarization
Additional assistance Survey Reminder/Closing
Self Help Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa I hope you are doing well.
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. 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
Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifcations 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 de
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 hig 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 yo 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
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 confi troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 fne with the same connection? Is your internet working on wired connection on this device? 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?
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. I 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 spl
Now, can you please try to unscrew the coaxial cable at the back of the modem and touch the tip by your fnger before screwing it back 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 disconnecte Next, re-connect the power make sure it's frmly 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
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 and it's much better than before.
What we are going to do to fx this permanently is to re-provision the modem through which the internet service is working . After a succes 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 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 me 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 t fne 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 earliest available schedule we have. I have also made a detailed report on this matter for the beneft of th working on this incident and resolve it for good.
ng 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.
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-m
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 com also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
tement
ue resolved ? ue today? issue is now closed?’
he resolution provided by me 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 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 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 a troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for th And There will be no additional steps required to resolve this as all the steps have been taken from my end to resolve your 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 prov clicking the you "Endmay Chat" located the"Take bottom of the chat screen.” Thank you! clickbutton the "Exit Chat"atand Ourright 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 fo Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3
( If SSO is yes)
Please follow ITG
Update ver4
Wireless
Age of issue
Number of devices.
ting
e by checking out
Common My account
for purchase at many retailers
1 Temp check Statement
an take the survey by
1FCR statement
Steps to set WIFI:Can you please access http://10.0.0.1 Please confrm 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 fve 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 "confrm 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.Confgure your router in compliance with the manufacturer's guidelines.
Internet isn't working on one computer •If you've recently changed or upgraded your frewall 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 frewall 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)
nes, and VOIP.
1800-XFINITY
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting
Resolve/Address Issue(s)
If customer is Unable to View the details
If there is no Data Capping in the area
Summarization
Not Resolved Summarization
Not Resolved Summarization
Cx appreciation
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 t
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-su 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 w can do online by checking out http://customer.comcast.com For any specifc 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
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 satisfed with the resolution provided my me today ? Is there anything else I can do to improve your experience and relationship with Comcast ?
Survey Reminder/Closing
Self help Closing
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. 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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes 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 notifcations 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 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. 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 .
Let me provide the steps to view the data usage on your account. 1. Please go to My Account once logged in. 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. 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.
As mentioned earlier, Data capping has been suspended. You can enjoy surfng the internet anytime with no additional cost. Comcast will defnitely 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.
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 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. I thank you for your understanding all throughout this chat.
nding 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.
:" 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-intern
ent 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 everyth ing out http://customer.comcast.com
may also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password
Statement
issue resolved ? issue today? ur issue is now closed?’
h the resolution provided my me today ?
e 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 prov 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 xfnity.com/help Thank you for choosing XFINITY. Have a great day!
Or Or or or
( If SSO is yes)
Update ver4
ccount-app-internet-mobile-
look at everything you
Common - My account
1 Temp check Statement
1FCR statement
service we provide to
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
History Check-if any previous notes are updated in the account If not Resolved
Health Check
Email capture
Health Check Result
Health Check Result(Hurricane/Natural Disaster)
Expectation setting Probing Troubleshooting USE THIS SCRIPT IF YOU CAN SEE THE ETR IN Einstein
USE THIS SCRIPT IF THERE'S NO ETR IN Einstein
USE THIS SCRIPT FOR Online TV Outage
Resolution - If issue persist after outage Resolution Communication
USE THIS SCRIPT FOR OUTAGE INCLUDING CDV
Summarization
Summarization - If issue after outage time faced
Cx appreciation
Self help
Self help
Self help -Mobile Customers
Closing
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. 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 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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 you also chatted for " _________" related issue , was it completely resolved? OR Upd I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . ate 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 frst ver statement followed) 4
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" verifes 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 notifcations and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it? 1. Pull up the account ,check Einstein outage notifcation tab
v4
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. V4 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 outage is related to the recent natural climatic disaster. Our engineers and technicians are working on it to resolve this as soon as possible New
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? 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.
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. 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. 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. I thank you for your understanding all throughout this chat. 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.xfnity.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.xfnity.com/alerts/.
Thank you for choosing XFINITY. Have a great day!
( If SSO is yes)
GO BACK TO SLOW INTERNET CONNECTION
New
A. Verification 1. Does iButton show that customer passed SSO authentication? 2. Have I fully verifed 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 gu 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 **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 in Eservice Ticket, and Callback Details) **Einstein Doc ID POL1121 - Commenting an Account Published February 16, 2015
Port Forwarding / Port Triggering Help https://customer.xfnity.com/help-and-support/internet/port-forwarding-xfnity-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 e 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
Port Triggering monitors outbound traffic. When the router detects traffic on the specified outbound port, it remembers the IP address of the co 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 e (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 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. Otherwis 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 sele 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 servic 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 s
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 co 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, St 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 config 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 Xfnity Voice Support Number Advanced wireless Support Team Number Activation Team Number Eloa Confrmation 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.xfnity.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.xfnity.com/help-and-support/internet/email-client-programs-with-xfnity-email
Comcast-Supported Routers, Gateways, and Adapters :
http://customer.xfnity.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.xfnity.com/help-and-support/internet/forgot-password-for-your-router/
MAC Support : http://forums.xfnity.com/t5/E-Mail-and-Xfnity-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.xfnity.com/help-and-support/internet/internet-connectivity-troubleshooting/ Configure XFINITY Internet Windows Connection Settings:
http://customer.xfnity.com/help-and-support/internet/confgure-xfnity-internet-windows-connection-settings Configure OSX to Connect to XFINITY Internet:
http://customer.xfnity.com/help-and-support/internet/set-up-xfnity-internet-on-mac-os-x
How to Install Your Self Installation Kit (SIK) Devices & Activation number :1-855-652-3446
http://customer.xfnity.com/help-and-support/phone/how-to-install-your-self-install-kit-devices/
Setting changes on Comcast Snooze Caller ID on PC:
http://customer.xfnity.com/help-and-support/phone/snooze-caller-id-alerts/ Set Snooze for Caller ID on TV Alerts:
http://customer.xfnity.com/help-and-support/internet/set-snooze-caller-id-alerts-on-tv
Activate Caller ID on TV Through On-Screen Guide
http://customer.xfnity.com/help-and-support/phone/activate-caller-id-on-tv-through-on-screen-guide Caller ID setup:
http://customer.xfnity.com/help-and-support/phone/about-caller-id Set Up Voicemail for XFINITY Voice:
http://customer.xfnity.com/help-and-support/phone/setting-up-voicemail/ Call Screening:
http://customer.xfnity.com/help-and-support/phone/call-screening/ Call Trace & harassment:
http://customer.xfnity.com/help-and-support/phone/about-call-trace Change your primary user:
http://customer.xfnity.com/help-and-support/account/change-your-primary-account/
Wireless Home Networking Equipment Checklist
http://customer.xfnity.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.xfnity.com/help-and-support/internet/remove-proxy-settings-in-your-browser Accessing and Setup of a Wireless Gateway
http://customer.xfnity.com/help-and-support/internet/wireless-gateway-setup Set Up Your Wireless Network
http://customer.xfnity.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.xfnity.com/help-and-support/account/confrming-or-rescheduling-appointment
manage DVR online
http://xfnitytv.comcast.net/mytv/dvr Connect additional computers to your home network
http://customer.xfnity.com/help-and-support/internet/setting-up-additional-computers-in-a-network/ Channel Lineup
http://customer.xfnity.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 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 Confrmation 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 confrm Confrmation 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 confrmation 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 confrmation 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 confrmation page will display Set up your Comcast voicemail. The frst 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. Confrm 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.xfnity.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.xfnity.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 fll out: Account Name: This identifes 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.
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.
Retrieve Wi-Fi password on Windows without getting Password reset done
Retrieve Wi-Fi password on Windows without getting Password reset done Retrieve Wi-Fi password on MAC without getting Password reset done
Connecting and disconnecting Wi-Fi set up on MAC -Method 1 Disconnecting Wi-Fi set up on MAC -Method 2 Connecting Wi-Fi set up on MAC--Method 2
Comcast DNS Web Site
PSP CONNECTION ISSUE :-
Steps for port forwarding 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 feld. For a service not listed, select Other and type Service Name in the feld. 7. Select the Service Type. The Service Type is the protocol used for sending data over the Internet. The default is TCP/UDP. 8. For the IPv4 Address or IPv6 Address felds, click CONNECTED DEVICE, to select the device on your network and populate these felds. If the CONNECTED DEVICE button doesn't appear on the page: 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.
Login to router settings and follow steps to change Wi-Fi password
Login to router settings and follow steps to change Wi-Fi password No steps used currently by agents
No troubleshooting /Steps No troubleshooting /Steps No troubleshooting /Steps
No troubleshooting /Steps
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 confgure an Internet connection, then select "New Connection." Enter a name for your new connection, when you have fnished selecting your name select "Enter" and hit the "X" button. 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 fnished 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.
New Steps Procedure to resolve
Free Vpn steps: Go to control panel >Network and internet>Network and sharing center> Set up a new connection or netwo internet address as "UK.websitevpn.com" > enter user name as "WebsiteVPN.com" and password as "F
Click start- Control Panel-Network and Internet-Network and Sharing Center-Change adapter settings at left-Right click on W
Click start- Control Panel-Network and Internet-Network and Sharing Center-Right click on Wi-Fi connection name at right sid
Click on Finder (1ST TAB AT LEFT CORNER ON mac PANNEL) -Applications-Utilities-Double click on key chain access to show W Click on Launch pad (2nd Icon at left )-Utilities-Double click on key chain access to show Wi-Fi password
Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic
Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic to re-add Wi-Fi connection.
The Comcast DNS website located at http://dns.comcast.net and provides status -
Same to be followed
Run-Commands Ipconfig
IPV4/SUBNET MASK AND DEFAULT GATEWAY DETAILS GETS DISPLAYED WITH THIS COMMAND
Ipconfig/all
Ping
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
Nslookup
Directly gives IP address of particular website and LAN/or server IP
inetcpl.cpl
Takes directly to internet properties of Browser(General/security/privacy and advanced settings also browser reset option settings)
Ipconfig/release Ipconfig/renew Ipconfig/displaydns Ipconfig/flushdns Ipconfig/registerdns
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% If packet loss is 10%/ 20%/70% or some percentage in 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 fles from system Clear recent open fles 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
Close current window Open homepage Open Bookmark manager Toggle Bookmarks on/off View History Open new window Open new tab
CTRL + O CTRL + P CTRL + W CTRL + 9 CTRL + SHIFT + B CTRL + SHIFT + N CTRL + SHIFT + T CTRL + TAB CTRL + PageUp CTRL + PageDown CTRL + (click hyperlink) SHIFT + (click hyperlink)
Open a fle 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
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 Internet connection is intermittent
The Pandora account should be created frst. 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://xfnity.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 frst 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 done Thanks for being a great help in that successfully. helping me fx 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
Version
Ver 1
Ver 2
Ver 3 Ver 3.1 Ver 3 Ver 3.1
New Additions
chcc_id Usage Title
492666 GS
Callback Pilot Phone Number
492111
Disconnect Avoidance
492126
SIK Didn't Work
492131 GS
Work Together to Fix Issue
492164 GS
Request Earlier Appointment
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
491987 GS
Privacy Explanation
491962
Name Not Listed on Account
492046
Add Authorized User?
492008
Need to be Added as Authorized User
492033
Can't Activate Service, Please Call
491879
Different Info on Account
491963
Last 4 of SSN
491960
Name, Phone #, Last 4 of SSN, PIN
491983
Can't Find Account, Request Full Address
491991
Username
492313
Address
492346
Existing Account?
492350
No Pre-Chat Info
492300
Ask for Security PIN
492205
Mail Security PIN, 5 Business Days
491958
Please Answer Secret Question
492042
Mail Security PIN?
491952
No Security Question Set Up
492263
Inform of Past Due Balance
491953
Modem Offline Status
492036
Confrm 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
How Was Equipment Returned?
492324
Ask for Billing Date
492032
All Phones Affected?
492010
First Time Accessing Voicemail?
492043
Transfer Phone Number Confrmation
492052 TBU
Phone Modem Lights Blinking or Solid?
491917 GS
Verify MAC Address of Modem Want Provisioned
491929
Lease or Own Router?
492264 TBU
Trying to Connect Via Wireless?
492265 TBU
Wireless Network Name?
492281
Leased or Owned Router?
492282
Leased or Owned Equipment?
492291 TBU
Recent Move?
492236
Suspend All or Some of Services?
492044
Do You Have Home Alarm System?
492027 TBU
Give More Details
491988 TBU
Troubleshooting Steps Tried Already?
491977 TBU
Power Strip?
491993
Comcast Remote?
491990
See Any Picture, Screen All Black?
492041
All Channels or Some Affected?
492023 TBU
What Error Message?
491882
Give Me Serial Number of Device
492275
Number of Affected Boxes
492272
UID/PW Reset
492288
Secure Payment Link 1
492289
Secure Payment Link 2
492290
Restored Account
492295
New Address for Move Order
491916
Verify User ID Using to Log In
491935
Online Login Instructions
491923
Create Comcast Email Address
491898
1st Time Activating?
491914
Each Device Needs Seperate Provisioning
491892
Send Signal to Start Activation
491883
Added Device and Ready For Activation
492348
Outstanding Balance - Can't Restore
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
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
491961
Modem - Hard Reset
491957
Try Using Another Browser
491921
Power Cycle Modem and Router
491902
Reinstall Mobile Application
492294
Modem - Power Cycle 2
492380
Modem Not Supported
492292 TBU
Low Signal - Schedule Tech
492293 Used Chat Disconnect Warning
492283 TBU
No Diagnostic Findings
492266 TBU
Diagnostic Check Hold
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
Confrm 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
492191
Clear Out Security Codes
492157
Billing Address Change, Mailings Delayed
492299
Monthly Bill Expectations
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
492258 TBU
Contact Number and Time
492259 GS
Down Cable Line
492151
Call or Email Back in 2-4 Hours
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)
492379
Return Equipment (New Market)
492359
Early Termination Fee
492078
Return Equipment to Service Center Location
492167
SIK Offer Instead of Tech?
492098
SIK Review Link
492108
Manage Service Appointment Link
492168 Must Tech Call 15 Mins Before Installation
492169
Failed Outage Notifcation, Techs Fixing Problem
492161 Must Nearest Intersection to Help Tech
492163 don’t Done All I Can, Need to Send Tech
492149 Must First Available Appointment is...
492198 Must Your Appointment is Scheduled For...
492175 GS
Email Confrmation w/ Installation Checklist
492177
There May Be a Charge For Tech Visit-1
492183 GS
When To Schedule The Technician?
492165 Must Can't Find Earlier Appointment, Escalate
492173
18 Years or Older, Need Adult Signature
492215 GS
Be Available For Entire Tech Arrival Window
492273
Service Protection Plan - No Charge
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
492222
CHSI Upsell
492286
Internet Upsell Rebuttal
492309
New Customer Agreement
492311
Third Party Verifcation Link
492306
Contract Agreement Link
492302
Home Offer
492000
Upsell Rebuttal
492351
30 Day Trial
492352
Bundle for Lower Price
492353
Find New Channel Package
492354
Keep Account Active
492355
Chat Back Later
492009
SPP Offer
492022
Video Offer (Current CHSI)
492229
Vid HD Requirements - 156175
492094
ELOA - E911 Link
492097
Service Activation Link
492059
SIK FAQ
492103
Inform of AutoPay 2
492099
Payment Options
492064
International Rates per Minute
492058
Customer Phone Faulty
491933
Customer Security System Faulty
492091
Customer Computer Faulty
492158
Provide Confrmation Number
492216
Thanks For Waiting, Resolution Ticket #
492217
Credit For Service Interruption
492340
1-2 Days for Payment to Post
492285
Self-Service Link
492071
Create Secondary User Account_1
492060
Forgot Username?
492061
Set Up Comcast UID_1 - Email Invitation
492062
Set Up Comcast UID_2 - Benefts
492063
Reset Password in Future
491884
Access Account, Online or Mobile Device
492171
Ticket Created, Reference #
492357
Order Recap/Expectations
492358
Will Recap Order
492092
Local Channel List link
492090
DVR Manager From Computer
492065
Program Remote Control Link
491999
Survey
492005
Click End Session, Print or Save Chat
491989
Any Questions?
491974
General Closing
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
Confrm You're Still With Me?
491994
Retention, Can't Disconnect Over Chat
491978
Automated Activation Line
491979
Bulk Account, Help Anything Else?
491982
Local Office
492028
Cancel An X1 PPV Order
492025
Comcast Router Support Team
492026
XFINITY Signature Support, Wireless Gateway
492011
Business Class Hotline
492015
General Hotline, Can't Make Change
492047
General Hotline, Automated System
492356
Couldn't Complete Order
492050
Dedicated Tech Support
492054
Information Will Be Passed On
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
491944
Comcast Alerts Overview
491945
Set Up Comcast Alert Steps
491911
Email Alerts
492347
Sign Up for Outage Texts
492245 492247 492251 492252
Pay Automatic Payment Timeframe No HD Fee One Time Courtesy Credit Remove Charge
492174
Payment Center Location
492334
Coupon for Payment
492332
Collection Agency
492242
X1 Features
492143
OnDemand Library and Link
492144
OnDemand Search
492362
Streampix Explanation
492364
Digital Adapter Explanation
492373
Digital Box vs DTA
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
492125
Apply for Internet Essentials
492368 492349
Internet Essentials link Typo
492109
Serviceability Denied
492154
CCG Refund After Equipment Return
492147
Norton Security Suite
492256
Return Equipment
492343
CCG - 30 Day Money Back
492344
CCG - 24/7 Service
492345
CCG - $20 Account Credit
492276
My Account App
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 Confrmed
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
218494
Empathy - Frustration
218531
BB Thank you1
218534
BB Thank you2
218536
BB Thank you3
218537
BB Pleasure
218539
BB Welcome
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
218251
Excessive hold
218246
Research
218247
Retrieve
218248
Process request
218540
Device Added
218541
EMTA Added
218542
Adding HD
218543
Added DTA Box
218544
BB Added box
218252
BB Closing
218253
Wonderful day
218254
Unable to complete
218255
Non responsive
218256
BB close
218257
BB Assistance1
218258
BB Assistance2
218259
BB Assistance3
218260
BB Questions
218262
BB Inquiries
218523
BB Assistance 4
218490
BB 1st time out
218491
BB 2nd time out
218492
BB 3rd time out
218498
BB Local Office
218501
BB Support Desk
218502
BB ACSR down
218503
BB Cable data down
218504
BB No provisioning details
218507
BB Update from local
218512
BB Model number is Required
218514
BB Pending Work Order
218515
BB Non-Pay Status
219178
RTP Information
219194
RTP Greeting1
219195
RTP Greeting2
219196
RTP Opening with Empathy
219197
RTP Rapport
219198
RTP Rapport - Good
219199
RTP Rapport - happy
219200
RTP Rapport - Wonderful
219207
RTP Willingness
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
218567
RTP 3rd time out
218549
RTP Thank you1
218550
RTP Thank you 2
218551
RTP Thank you 3
218552
RTP Pleasure
218553
RTP Welcome
219165
01. Adding to inventory
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
218658
RTP Unable to completeincomp
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
218564
RTP CDV Issues
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
391833
RTP Pending Disconnection
391834
RTP Pending Change - CD
391835
RTP Open Word Order - ACSR
391836
RTP Business Account
391837
RTP Not Registered in OMS
391838
RTP Registered as Leased Modem
391839
RTP Active on other account
391840
RTP IMS Account
391841
RTP Send Technician
391842
RTP Power cord
391843
RTP Powercycle1
391844
RTP Powercycle
491724
05Olympic Ways to Watch2
492397
Email confrmation Activation
492398
Email confrmation 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
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
492421
CV 06 Instructions - Connecting DTA1
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
492428
DTA RC24 - Cable Box Always Powered On
492429
DA03 Verify Signal 5
492430
DA 00 Send Signal DA 1st-Main Device 2nd
492431
DA 01 Sending signals - Send Signal Activation
492432
DA 02 Activation - Send Signal
492433
DA 03 Verify Signal1
492434
DA 03 Verify Signal2
492435
DA 03 Verify Signal3
492436
DA 03 Verify Signal4
492437
DA 04 Signal Successful
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
492444
Activation Transferred Chat
492445
01 Post Activation - TV & Remote Synched
492446
02 Post Activation - Add VOD
492447
03 Post Activation - Verify Channels
492448
04 Post Activation - 1st Hit
492449
05 Post Activation - Successful
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 Confrm 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
492490
DTA RC12 - Program Volume
492491
DTA RC13 - Determine Next Steps
492492
DTA RC14 - Reprogram Different Codes
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
492504
DTA RC27 - Program Remote Link
492505
DTA RC01 - Probing
492506
DTA RC02 - Probing Remote Type - 24383
492507
DTA RC03 - Probing Remote Type
492508
DTA RC04 - Brand of TV
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
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 - Xfnity Cust Commitment
492522
Reason for Verifcation
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
492528
DTA Order Entry Transfer to Billing
492530
Comcast Contact Numbers
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 Benefts: DTA1
492538
Features and Benefts: DTA2
492539
Features and Benefts: DTA3
492540
Features and Benefts DTA4
492541
DTA vs. STB1
492542
Corporate Detail Info 1
492543
Corporate Detail Info 2
492544
Corporate Detail Info 3
492545
Corporate Info Link
492546
DTA Availability Local
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 Notifcation
492555
Process Credit due to Outage
492556
Outage Notifcation from level 1 to level 2 Version1
492557 492558 492559
Outage Notifcation from level 1 to level 2 Version2 Additional Probing Additional Probing 2
492560
CSAT1 Initial (DTA)
492561
CSAT2 Follow-Up (DTA)
492562
CSAT2 Follow-Up Appreciate Your Time (DTA)
492563
CSAT2 Follow-Up Issue Resolved (DTA)
492564
CSAT2 Follow-Up Work With You (DTA)
492565
No Customer Response 1st Minute
492566
No Customer Response 2nd Minute
492567
No Customer Response 3rd Minute
492568
DTA Transfer Out with Additional Assistance
492569
Connect before transferringto Business
492570
Verifcation of the Account
492571
Wrong Phone Number in the Account
492572
SSN probing
492573
Additional Verifcation
492574
DTA Verifcation1
492575
Closing - Provide Confrmation Number
492576
Closing - Provide Days of Delivery
492577
Closing - Provide content of the SIK
492578
End a chat -Order Entry
492582
Email Confrmation not on fle
492583
Email confrmation on fle
492584
Customer Hesitant to give Email/Reason for Email
492585
Order Entry-Recap
492586
Order Entry Additional Assistance ver1
492587
Order Entry Additional Assistance ver2
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
492605
Empathy - Error Online
492606
DTA - Cablecard
492607
DTA - Device Price
492608
DTA - Device Preferences
492609
DTA - Digital-cable-ready TV
492610
FIRST HAND CUSTOMERS v2
492611
DTA - DTA Shipping
492612
DTA - Take Option
492613
DTA - Excellent Choice
492614
DTA - DTA Tech Install
492615
DTA - Local Office details
492616
DTA - Local Office link
492617
DTA - Pay Past Due
492618
DTA - Payment Options
492619
Number of DTA Order
492620 492621 492622
Confrm Number of DTA DTA - Verify Shipping DTA - Order Confrmation Number
492623
DTA - Adult(SIK)
492624
DTA - UPS
492625
DTA - Delivery Days
492626
DTA - SIK Components
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
492386
Authentication
492387
Authentication Complete
492388
Authentication not completed
492389
Explanation
492390
Explanation2
492391
Leased Fee (Must Customize)
492392
No current account at address
492393
Not authorized on account
492394
Obtain MAC Address
492395
Unable to provide last payment amount
492396
Verify equipment
141912
Remote Assist Push
492667
30 Day
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?
492660
Bill Month in Advance
492661
Access Features Immediately
492662 492663 492664 492665
Email Confrmation 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
482433
Beltway4 Transitions
482434
Beltway5 Transitions
491822
exit account
491850
Modem Rental Rate
491747
Full Name
491748
Service Address
491749
Telephone Number
491750
Account Number
491800
Doing Well
491801
Check Account
491802
Attention to Issue
491803
Give Opportunity
491804
Provide Information
491805
Thank You.
491806
Correct
491807
Great
491808
You're Welcome
491809
Activate DTA
491810
Activate DVR
491811
Activate Modem
491812
Activate EMTA
491813
Activate Gateway
491814
Activate CableCARD
491815
Activate Equipment
491816
Assure
491817
Pleasure Assist
491818
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
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
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
491834
Patience Contact Number
491835
Contact Number
491756
Cable Modem
491757
EMTA
491758
Gateway
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
491836
Modem Offline
491837
EMTA Offline
491838
Equipment Offline
491839
EMTA Firmware
491823
Username First and Last
491761
Feedback to Supervisor
491762
Positive Feedback
491771
Validate Request
491772
Finish Request
491773
Complete Request
491774
Modem Add Hold
491775
EMTA Add Hold
491776
Gateway Add Hold
491777
DVR Add Hold
491778
Digital Box Add Hold
491779
CableCARD Add Hold
491780
DTA Add 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
Details
Type Path
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. msg 1 Chat Flow/1 Callback Pilot I'm sorry to hear that. We would love to keep you as a customer. Is there a particular reason you want to disconnect?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
I'm sorry the self-install kit didn't work out for you. Would you like to try it together while we're on this chat?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let's work together to get this issue fxed for you.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let me see if we have any earlier times available.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Hi (CUSTOMER NAME) - this is (AGENT NAME) with Comcast Live Chat support. How can I assist you?
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
I'm sorry this fee wasn't disclosed to you.
1 Chat Flow/A. Acknowledge with Empathy or msg Understanding
Let's take a look at your account and fnd something that fts your needs.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you reset your account password.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your internet issue.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your cable issue.
1 Chat Flow/B. Take msg Ownership
I'd be happy to help you with your phone issue.
1 Chat Flow/B. Take msg Ownership
I can help you transfer your services to the new address and I will be glad to look into available dates.
1 Chat Flow/B. Take msg Ownership
Let's go over your account charges together, and get some clarifcation around your bill.
1 Chat Flow/B. Take msg Ownership
Let's get your equipment activated together.
1 Chat Flow/B. Take msg Ownership
I'll update that on your account now.
1 Chat Flow/B. Take msg Ownership
Can you verify your email address for account and informational updates?
1 Chat Flow/C. Capture Email msg Address
Account information is only available to the account holder or an authorized user.
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
I'm sorry, your name isn't listed on the account as an authorized user.
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
Would you like to add an authorized user to your account?
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
The account holder has to add your name as an authorized user. Are they available?
1 Chat Flow/D. Account Security msg Verifcation/Authorized User
I'm sorry, but I can't activate your service without full account verifcation. You can activate your service by calling 1-800-931-0790.
1 Chat Flow/D. Account msg Security Verifcation/Failure
I'm sorry, but the info on your account is different than what you've given me.
1 Chat Flow/D. Account msg Security Verifcation/Failure
1 Chat Flow/D. Account Can you provide the last 4 digits of your Social Security Number for account verifcation Security Verifcation/Gather purposes? msg Info 1 Chat Flow/D. Account Can you provide your full name, phone number, and PIN or last 4 digits of your SSN for Security Verifcation/Gather account verifcation purposes? msg Info I can't seem to fnd an account with that info. Could you give me the full service address that appears on your online account or bill?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Could you please tell me your username?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Can you provide your address for account verifcation purposes?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
Do you have an existing account?
1 Chat Flow/D. Account Security Verifcation/Gather msg Info
1 Chat Flow/D. Account I apologize, but the information entered on the website was not passed over to me. I'll Security Verifcation/Gather need to ask you a few questions to get started. msg Info 1 Chat Flow/D. Account Can you please provide your 4 digit security PIN? It was given to you after your phone Security Verifcation/Security service was installed or that you setup previously on your account. msg 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 Verifcation/Security msg Question and PIN
1 Chat Flow/D. Account You can also verify yourself by answering the secret question that you've created. Your Security Verifcation/Security secret question is: msg Question and PIN
If you'd like, I can mail your security PIN to the address on your fle via USPS.
1 Chat Flow/D. Account Security Verifcation/Security msg 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 Verifcation/Security msg Question and PIN
I also see that there's a $[DOLLAR AMOUNT] past due balance on your account.
1 Chat Flow/E. Verify Account Status in the Billing msg System (ACSR or COMTRAC)
It looks like your modem is offline. Let's try to fgure out what's wrong.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Let me check your account to confrm this channel is still included in your package.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Based on the serial number, your account shows that you are leasing your equipment from Comcast.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Let me go through your account to see if there are any notes related to this issue.
1 Chat Flow/F. Review Services in the Billing System msg (ACSR or COMTRAC)
Your signal is green, so your modem connection is stable.
1 Chat Flow/G. Perform a msg Health Check in Einstein
Let me take a minute to see if you're being affected by an outage in your area.
1 Chat Flow/G. Perform a msg Health Check in Einstein
Our Network Engineers are doing some maintenance work in your area, but it should be resolved within 24 hours.
1 Chat Flow/G. Perform a msg 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 shortly. I'm sorry about the inconvenience!
1 Chat Flow/G. Perform a msg Health Check in Einstein
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 frst 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
Are the phone modem lights blinking or solid?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/CDV
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
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
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
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
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
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
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
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
Do you have a home alarm system?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/General
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
How long have you been experiencing this issue? Have you done anything to try and resolve it on your own?
1 Chat Flow/H. Probe to Understand the Issue and Determine the Root msg Cause/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
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
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
1 Chat Flow/H. Probe to Can you give me the serial number of the affected box? The serial number (also called Understand the Issue and the "SN") is found on a sticker at the back of or at the bottom of the box. It starts with Determine the Root M, SA, PA, GI, TM, or CS and is followed by numbers and letters. msg Cause/Video
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
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, and will expire soon. The link will open a new window, so please return to this chat window and confrm once your password is reset.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
1 Chat Flow/I. Perform All To ensure complete security of your debit card information, I will provide a secure link Necessary Research and for you to submit your card details. msg Troubleshooting/Account 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.xfnity.com/Forms/CreditCard?room=d69df761-606b-4f00-82051 Chat Flow/I. Perform All 4972f526a05a Please remember that clicking on the link will utilize the one time web Necessary Research and page and can not be reused. msg Troubleshooting/Account Your disconnected account has been restored. Please unplug your modem, and then plug it back in for your services to resume.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
Please provide the full address where the services will be transferred to.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
Can you tell me what username you're using?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
To login, please go to www.xfnity.com/account and enter your email username and password.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Account
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
Is this the frst time you've activated this device?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation
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
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
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
I'm sorry, but I can't restore your services at that address until you pay your outstanding balance.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Activation
Your billing cycle runs from [START DATE] of this month until [STOP DATE] of next month.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that the movie you have purchased was viewed for [MINUTES VIEWED].
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
Because of this, the charge for the PPV/VOD is valid and we can't process a credit request.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
1 Chat Flow/I. Perform All Since the movie was purchased by mistake, and you have an excellent payment history, Necessary Research and I can process a credit request to waive the charge as a one-time courtesy. msg Troubleshooting/Billing
The fee for renting a Comcast modem is $[XX] per month.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
The prorated amount is calculated by: (# of days of service in the billing cycle) / (# of days in billing month multiplied by monthly rate for the service)
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I understand you want to change your billing due date. Your due date is based on your 1 Chat Flow/I. Perform All installation date and unfortunately can't be changed. I sincerely regret any Necessary Research and inconvenience this may cause you. msg Troubleshooting/Billing I'd be happy to give you the mailing address for your payment, just a moment. *Remember to note your account number on the check or money order if you don't have the original payment return slip. Please do not mail cash.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I will provide your current balance. Please allow me a few minutes to access your account.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that an unreturned equipment charge of [$XX.XX] was added to your bill for the equipment that wasn't returned when you disconnected the services.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
I see that your equipment has already been returned. You will not receive any unreturned equipment charges.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Billing
So your corded phone is now plugged in directly to the TEL1 port on the back of your modem (below the USB port), right?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
I'm going to call your phone to make sure it's working. Please give me 2 minutes.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
Please give me a moment to check the status of your phone number.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
I can change your voicemail password for you or you can change it by phone or online at xfnity.com. How would you like to reset your password?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
Let's run a quick test to make sure your unanswered calls are going to voicemail. I'm going to call you, but please don't answer it.
1 Chat Flow/I. Perform All Necessary Research and 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 Tel Necessary Research and 2 (or vice versa). msg Troubleshooting/CDV
Follow these steps to reset and refresh the settings of your cordless phone.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CDV
1 Chat Flow/I. Perform All To reset your cordless phone, hang up the handset on the base station and disconnect Necessary Research and the phone base station from the power and wall outlet. msg Troubleshooting/CDV Then wait about 10 seconds and plug the base station back in to the wall and let it power on. This should synchronize the handset channel to the base station channel.
1 Chat Flow/I. Perform All Necessary Research and 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 be Necessary Research and 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 modem and leave it unplugged for 20 seconds. Please let me know when you plug it back in and the lights turn back on.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
Try using another browser, like Firefox or Chrome. This should fx the problem.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
1 Chat Flow/I. Perform All Hmm, it looks like something went wrong at installation. Could you please reinstall the Necessary Research and application on your mobile device? I'll wait while you try it. msg Troubleshooting/CHSI 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.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/CHSI
1 Chat Flow/I. Perform All I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Please Necessary Research and go to http://mydeviceinfo.comcast.net to see a list of supported modems. msg Troubleshooting/CHSI It does look like your signal strength is lower than normal. Let's schedule a technician to resolve the issue at your house.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
1 Chat Flow/I. Perform All There's a chance that our chat will get disconnected, but do not close the chat session Necessary Research and as it will resume once the connection is restored. Let me know once you're done. msg Troubleshooting/Explain 1 Chat Flow/I. Perform All The diagnostic check didn't reveal any issues with your equipment or your account, so Necessary Research and let's do some troubleshooting to resolve your issue. msg Troubleshooting/Explain
I'm going to run a diagnostic check on my end. It will take a minute or two.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
I'm really sorry that your issue wasn't fxed on time. Unfortunately, we had to cancel the appointment because the technician made a pre-call that was not answered. For that reason I can't make an adjustment for the missed appointment.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Is the issue resolved?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
The device or coaxial outlet could be defective, or there could be an issue with the outside connection to the pole.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Your device isn't responding to the activation signals I'm sending it.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Explain
Can you please check all cable connections to and from your cable box and TV? Also please double check that they are both turned on.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Please use your Comcast remote control to see if you're able to view at least three clear channels.
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Can you adjust the volume with your Comcast remote?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Can you turn your TV on/off with your Comcast remote?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Make sure your TV is set to the right input source. If your box is connected to the TV with a coaxial cable, your TV should be set to channel 3 or 4. If it's connected with HDMI, set it to the HDMI input source.
1 Chat Flow/I. Perform All Necessary Research and 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 one Necessary Research and for free. msg Troubleshooting/Video Next we need to power cycle your box. Please unplug the power cord to your cable box 1 Chat Flow/I. Perform All and leave it unplugged for 20 seconds. Please let me know when you plug it back in Necessary Research and and the lights are on. msg Troubleshooting/Video Can you please try to access your On Demand service again, and then let me know if it's working now?
1 Chat Flow/I. Perform All Necessary Research and msg Troubleshooting/Video
Please visit http://www.comcast.com/GetStarted before your install to set up your Comcast User ID with your new account number: [ACCOUNT NUMBER] I will also be sending you an email with this same link in it.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Account
I have verifed 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 the link and easy instructions and you can activate your equipment at www.xfnity.com/activate
1 Chat Flow/J. Set Proper Expectations With the 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 remotes Expectations With the 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, your services are a great value! We can review your current services to make sure you're getting the best value for your money.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Account
1 Chat Flow/J. Set Proper Expectations With the When the extended promotion ends, all your services will be at the standard retail rate. msg Customer/Account We can clear out the current security code so that you can reset it. Please give me a moment.
1 Chat Flow/J. Set Proper Expectations With the 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 your Expectations With the previous address. msg Customer/Billing "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 frst month excluding taxes will be $[XX.XX] You'll receive a confrmation email within 24 hours at your email address : [EMAIL ADDRESS]"
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
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 being Expectations With the disconnected. msg Customer/Billing We want to ensure you're aware of any changes to your services or pricing so there are 1 Chat Flow/J. Set Proper no surprises. The message on your bill is to inform you that the promotion that you're Expectations With the currently receiving is about to end. msg Customer/Billing To avoid service interruption, the entire payment of the past due amount must be posted to your account before [DATE]
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
The adjustment has been approved and applied to your account. You should see the credit appear on your bill in the next 1 to 2 billing cycles.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
I understand your frustration but we can't apply an adjustment for that reason.
1 Chat Flow/J. Set Proper Expectations With the 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 request Expectations With the 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 as Expectations With the 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 your Expectations With the 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 payment within 2 business days. If the 2nd attempt is still unsuccessful, a Returned Payment fee will be added to the bill.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
1 Chat Flow/J. Set Proper Expectations With the As a new customer, it can take up to two business days for billing info to appear online. msg Customer/Billing
It'll take about 7-10 business days for your account to show your payment.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
There is a payment processing fee of [$XX.XX].
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Billing
The number you gave me isn't local to your calling area so unfortunately, it can't be transferred. I can set you up with a new number from Comcast, is that OK?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
Who is your previous phone provider? I'll check to see if the number is ready to transfer.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
The number you provided can't be ported. We can continue by providing you a Comcast generated phone number. Will that be OK?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
Once I get your account reactivated, your cable TV and Internet should be available right away, but it may be up to 24 hours before you can use your phone again.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/CDV
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
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
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?
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 your Expectations With the chat window, OK? msg Customer/Hold-Transfer
Thanks for your patience. Could you wait a few more minutes?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Hold-Transfer
I'm sorry, but I checked and the promotion you want isn't available for your account. But I think I have some other options you might like instead.
1 Chat Flow/J. Set Proper Expectations With the 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 it's Expectations With the 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 to Expectations With the your new home. msg Customer/Sales 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 equipment 1 Chat Flow/J. Set Proper when we install services at your new address. Let me tell you where the nearest service Expectations With the center is. msg Customer/Sales Terminating or downgrading any services prior to the completion of the contract will result in an Early Termination fee for the amount of $[XX.XX]
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Sales
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 1 Chat Flow/J. Set Proper look it up at http://customer.comcast.com/help-and-support/account/fnd-a-comcastExpectations With the service-center/ msg Customer/SIK-RMA-Shipping Would you like to be sent a self-installation kit instead of having a technician install 1 Chat Flow/J. Set Proper your service? It's simple to set up, and you'll save money with the shipping fee instead Expectations With the of the professional install fee. msg Customer/SIK-RMA-Shipping
Here's what is included in a Self-Installation Kit: http://customer.comcast.com/helpand-support/phone/what-is-included-in-an-xfnity-self-install-kit/
1 Chat Flow/J. Set Proper Expectations With the msg Customer/SIK-RMA-Shipping
If you wish to change or cancel your service appointment, go to http://My.Xfnity.com and click the "My Account" header near the top of the page. Once you sign in, you'll 1 Chat Flow/J. Set Proper select the option "Manage Your Scheduled Appointments" at the right hand side of the Expectations With the page. msg Customer/Tech Appointment Our technician will call you 15 minutes before installation. If you don't answer the call, 1 Chat Flow/J. Set Proper the visit may be canceled. Please provide two contact numbers where we can reach Expectations With the you on the installation date. msg Customer/Tech Appointment We notify customers of all technician visits - I'm sorry if you did not receive the notifcation! Our technicians are working to fx the problem and will restore your service as quickly as possible.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
To help our technician fnd your address, please tell me the nearest cross street or intersection.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
1 Chat Flow/J. Set Proper Unfortunately we have completed all available remote troubleshooting steps and we'll Expectations With the need to schedule a technician to visit your place to resolve your issue. msg Customer/Tech Appointment
The soonest available appointment I have is [DATE AND TIME]. Does that work for you?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
Your appointment is confrmed for [DAY and DATE], between [TIME] and your ticket number is #[TICKET NUMBER].
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
You should get an email that confrms your appointment and a link to the installation checklist so you're ready when the technician arrives.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
If the technician determines the problem was caused by your Comcast service, the visit 1 Chat Flow/J. Set Proper will have no charge. However, if the issue was caused by something within your home Expectations With the there could be a charge. msg Customer/Tech Appointment
When would you like to schedule the technician?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
Thank you for your patience. Unfortunately, I can't fnd an earlier time. I'll escalate this 1 Chat Flow/J. Set Proper issue for you to see if an earlier date is possible. May I please have a good callback Expectations With the number and the best time to reach you? msg Customer/Tech Appointment This is important: Someone 18 years or older who speaks English has to be there when 1 Chat Flow/J. Set Proper the tech visits your house. You may or may not receive a call prior to your Expectations With the appointment to confrm your presence at your residence. msg Customer/Tech Appointment
We can't guarantee a specifc time, only a time window. If you're worried about the [TIME AM/PM] timeframe, we can fnd one that works better for you.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
1 Chat Flow/J. Set Proper I see that you have our Service Protection Plan, so there will be no charge for any visits Expectations With the to your home. msg Customer/Tech Appointment At the end of this chat you'll have the option to save this transcript for future reference. I recommend saving it since I'm about to give you important information about your upcoming technician visit.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tech Appointment
We are currently upgrading our systems, which prevents me from accessing your account. Could you please contact us again in about an hour?
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tool Issue
Sorry, our system is undergoing maintenance right now, and is running a little slow.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Tool Issue
If you don't set up a purchase PIN, anyone using your equipment can rent or buy movies or shows.
1 Chat Flow/J. Set Proper Expectations With the msg Customer/Video
1 Chat Flow/J. Set Proper It could take up to 30 minutes for the on-screen program guide and Xfnity On Demand Expectations With the to fully load, and up to 6 hours for Caller ID on TV. msg Customer/Video Would you like to add a second line? You can keep it basic or you can add the same features you have on your primary line.
1 Chat Flow/K. Pitch Additional Comcast msg Services/CDV
I see that you're not taking advantage of our Xfnity Internet. We offer the fastest and most reliable speeds, and allow you to watch your favorite movies and shows on your 1 Chat Flow/K. Pitch computer, tablet, and mobile device. Would you like to hear more about some of the Additional Comcast great promotions available? msg Services/CHSI The advantage to our higher and more reliable speeds is you'll never be concerned about buffering when viewing shows or videos on the internet. Are you sure you wouldn't like to hear more about our bundle offer?
1 Chat Flow/K. Pitch Additional Comcast msg Services/CHSI
You also need to complete the agreement process at www.comcast.com/eloa/english/agreement
1 Chat Flow/K. Pitch Additional Comcast msg Services/General
1 Chat Flow/K. Pitch Click on this link for Third Party Verifcation. http://www.comcast.com/eloa/English/tpv Additional Comcast . You will need to provide me with the confrmation number you receive. msg Services/General Please click on the link and accept the contract agreement for the order to be completed. http://www.comcast.com/eloa/English/agreement
1 Chat Flow/K. Pitch Additional Comcast msg Services/General
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 without Additional Comcast 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 experience, please visit us at Xfnity.com where you can shop and upgrade at your convenience.
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
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 1 Chat Flow/K. Pitch satisfed and want to cancel service for any reason, you can do so in the frst 30 days Additional Comcast and get a full refund. msg Services/Rebuttal Bundling your TV, Internet, and Phone services provides you with the lowest possible price.
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
I am sorry to hear that this channel package no longer works for you. Perhaps I can help you fnd one that does. What types of shows or programming are you most interested in?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
If you keep your subscription active, you can still watch content online or on your mobile device. Would you like to do that?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Rebuttal
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 Would you like to add our Service Protection Plan to your account? It insures all wiring Services/Service Protection and Comcast equipment in your house and any technician visits will be free. msg Plan I see that you're not taking advantage of our Xfnity TV. It allows you to watch your 1 Chat Flow/K. Pitch favorite movies whenever you want with our Video-on-Demand service. Would you like Additional Comcast to hear about some of our great bundle offers? msg Services/Video 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?
1 Chat Flow/K. Pitch Additional Comcast msg Services/Video
1 Chat Flow/L. Summarize Please follow the instructions at http://www.comcast.com/eloa/English/e911 to make and Educate on Self Service sure everything is ready for your scheduled install. Then click Next to complete your Specifc to the Customers order. Let me know if you have any questions! msg Issue/Activation-Install
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 Specifc to the Customers msg Issue/Activation-Install
If you have any questions about your Self-Install Kit, www.comcast.com/selfnstall will be able to answer most of them.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Activation-Install
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 Specifc to the Customers msg Issue/Billing
Below are several ways you can pay your bill without a convenience fee: 1) Online through our website at http://www.xfnity.com/bill-pay.html 2) In person at any of our service centers http://customer.xfnity.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
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 Specifc to the Customers Issue/Billing
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/CDV
1 Chat Flow/L. Summarize Since you can get dial tone using a corded phone directly from the eMTA, it seems that and Educate on Self Service the problem is with your phone. Your XFINITY Voice service is working fne. You may Specifc to the Customers wish to contact the company that made your phone for troubleshooting help. msg Issue/CDV
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 fxed.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/CDV
I can confrm that your modem is online and working fne. 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 Specifc to the Customers msg Issue/CHSI
For future reference, your confrmation # is [CONFIRMATION NUMBER]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
For future reference, your Resolution ticket # is [RESOLUTION #]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
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 account Specifc to the Customers for your time without service. Just provide this ticket number for reference: Issue/Confrmation____________ msg Reference #
It'll take approximately 1–2 business days for the payment to post on your account. Your confrmation # for the payment is: [CONFIRMATION #]
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Confrmationmsg Reference #
As a reminder, we have self service help and tutorials at https://customer.xfnity.com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/General
1 Chat Flow/L. Summarize and Educate on Self Service If you'd like to create a Secondary User Account, log in to your account at Specifc to the Customers customer.comcast.com, click "Users & Preferences", and then "Create Secondary User". msg Issue/Online Services
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 Specifc to the Customers msg Issue/Online Services
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 to Specifc to the Customers www.comcast.com/GetStarted to initiate the process. Either way works! msg Issue/Online Services 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. msg
To reset your password in the future, just go to https://customer.comcast.com and click on the "Forgot your Password?" link. Then, enter your Comcast User ID, the Security Code you'll see on the screen and click Next.
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Online Services
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.xfnity.com/learn/internet/xfnityconnect/ msg
Your service outage has been reported. Your ticket # is [TICKET #].
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Online Services
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Online Services
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Outage
Here is the confrmation 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: msg
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers Issue/Sales
Before fnalizing 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 Specifc to the Customers msg Issue/Sales
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 Specifc to the Customers msg Issue/Video
Please check here to fnd 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 Specifc to the Customers msg Issue/Video
Programming info for your remote control, remote manuals and device programming codes is at www.xfnity.com/remotes
1 Chat Flow/L. Summarize and Educate on Self Service Specifc to the Customers msg Issue/Video
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.
1 Chat Flow/M. Offer Survey msg Reminder
After you click "End Session" to close the chat, you can save or print our chat for your records.
1 Chat Flow/N. Close the msg Chat
Do you have any questions?
1 Chat Flow/N. Close the msg Chat
Thank you for choosing Comcast and have a great day!
1 Chat Flow/N. Close the msg Chat
I'm sorry but I can't troubleshoot your issue without additional help. Please contact us 1 Chat Flow/N. Close the at your earliest convenience once you're home and have access to your equipment. msg Chat I'm sorry, but due to your repeated use of offensive language, I must now end our chat. You can fnd account management and product support information at 1 Chat Flow/N. Close the www.xfnity.com/help msg Chat I'm so sorry, but the fre alarm just went off and I need to leave the building. You can get back on chat later at www.Xfnity.com and I'd be happy to help you, or call 1-877424-2027 anytime.
1 Chat Flow/N. Close the msg Chat
Is there anything else I can assist you with today?
1 Chat Flow/N. Close the msg Chat
I can understand your hesitation. If you change your mind, just chat back with us! We're here for you 24/7. Thank you.
1 Chat Flow/N. Close the 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 24/7 at https://www.comcastsupport.com/ChatEntry/
1 Chat Flow/N. Close the msg Chat/Inactivity
I hope we didn't lose each other. Are we still connected?
1 Chat Flow/N. Close the 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 complete 1 Chat Flow/N. Close the 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 number.
1 Chat Flow/N. Close the msg Chat/Refer
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?
1 Chat Flow/N. Close the msg Chat/Refer
To resolve this issue, please contact our Local Office.
1 Chat Flow/N. Close the msg Chat/Refer
To cancel an X1 Pay Per View order, you'll need to call 877-896-8678.
1 Chat Flow/N. Close the msg Chat/Refer
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.
1 Chat Flow/N. Close the msg Chat/Refer
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.xfnity.com/signaturesupport/ or call 1-877-443-3596.
1 Chat Flow/N. Close the msg Chat/Refer
I'm sorry, but we're only able to assist residential customers via chat. For Business Class 1 Chat Flow/N. Close the accounts, please call 1-800-391-3000. Thanks! msg Chat/Refer
I'm very sorry but I can't make that service change to your account. Please call 1-800COMCAST for further assistance. Our expert support staff will be happy to get this done 1 Chat Flow/N. Close the for you! msg Chat/Refer You can call 1-800-COMCAST to use our automated system or speak to a live agent.
1 Chat Flow/N. Close the msg Chat/Refer
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!
1 Chat Flow/N. Close the msg Chat/Sales
We have a dedicated technical support team who can help you further. I need to transfer you to them for further assistance.
1 Chat Flow/N. Close the msg Chat/Transfer
The info you provided me will also be forwarded to them for reference.
1 Chat Flow/N. Close the msg Chat/Transfer
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.
msg msg msg msg msg
1 Chat Flow/N. Close the Chat/Transfer 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude 1 Topic/A. Gratitude
Thank you for bringing this to our attention. I'll make sure this feedback is given to their 1 Topic/A. supervisor. What was the chat agent's name and the issue you were chatting about? msg Gratitude/Feedback That's great to hear! You can send an email to [email protected] and your 1 Topic/A. appreciation will be recognized. Please mention the agent's name or ID in your email. msg Gratitude/Feedback 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
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 You can set up email alerts for Payment Reminders, Payment Confrmations, and Past Due amounts from your online account! Would you like some help with that?
msg 1 Topic/B. Alerts
Since you are already signed up for Comcast Alerts, you can text OUT to 266278 (COMCAST) and you'll get text updates on outages.
msg 1 Topic/B. Alerts
Your frst 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.
msg msg msg msg
Thanks for waiting! The closest payment center to you is (INSERT PAYMENT CENTER DETAILS).
msg 1 Topic/C. Billing
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
1 Topic/C. 1 Topic/C. 1 Topic/C. 1 Topic/C.
Billing Billing Billing Billing
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. msg 1 Topic/C. Billing 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. msg 1 Topic/D. Video 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.xfnity.com/ondemand.
msg 1 Topic/D. Video
You can fnd On Demand programming either through the On Demand Program Search or the Main Menu. msg 1 Topic/D. Video Streampix is a subscription-based service that lets XFINITY TV customers instantly watch popular movies and TV shows on multiple devices.
msg 1 Topic/D. Video
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. msg 1 Topic/D. Video 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 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?
msg 1 Topic/E. CDV
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. msg 1 Topic/E. CDV You can fnd more info on Readable Voicemail at www.xfnity.com/readablevoicemail
msg 1 Topic/E. CDV
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.xfnity.com/callingarea
msg 1 Topic/E. CDV msg 1 Topic/E. CDV
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 frst. msg 1 Topic/E. CDV 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. msg 1 Topic/E. CDV 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.xfnity.com/Corporate/shop/InternationalRates.ashx
msg 1 Topic/E. CDV
Speed Dial allows you to program your most frequently used phone numbers into simple one- or two-digit codes.
msg 1 Topic/E. CDV
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. msg 1 Topic/F. CHSI
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.
msg 1 Topic/F. CHSI msg 1 Topic/G. General
I'm sorry, but Comcast is not currently available at your address. We're constantly expanding our network though, so please check back often.
msg 1 Topic/G. General
OK, since you have equipment, the refund for the frst 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!
msg 1 Topic/G. General
Just so you know, you can protect your computer, fles 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 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 fnd the nearest center online at www.ups.com/dropoff, or by calling UPS toll free at 1-800-PICK-UPS. msg 1 Topic/G. General 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.
msg 1 Topic/G. General
As part of our guarantee, we are here for you 24 hours a day, 7 days a week to answer questions. msg 1 Topic/G. General As part of our guarantee, we will be on time for service appointments and resolve routine issues on the frst visit or we'll give you a $20 account credit.
msg 1 Topic/G. General
As a reminder, we have My Account app available for download at http://customer.xfnity.com/help-and-support/xfnity-apps/ It gives you the convenience to manage your bills and payments through your tablet /mobile device.
msg 1 Topic/G. General
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
Based on the credit check, I'm happy to inform you that there is no deposit required.
msg 1 Topic/H. Sales/Credit 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. Can I go ahead and run the credit check? msg 1 Topic/H. 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 is: msg 1 Topic/H. Sales/Credit Check Thank you for your interest in Comcast. I have a few quick questions to ensure we select the package that best fts your needs.
msg 1 Topic/H. 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 be included on your frst bill.
1 Topic/H. Sales/Install msg Details
Thank you for your interest in Comcast. Please give me a minute to confrm that we can serve your address.
1 Topic/H. msg Sales/Serviceability
Good news! Your address is serviceable. Let's get started setting up your service.
1 Topic/H. msg Sales/Serviceability
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 confrm they plan to disconnect their services. Once we have confrmation, someone will be in touch to 1 Topic/H. give you an update. msg Sales/Serviceability I'm very sorry but this feature is not available in your area.
1 Topic/H. msg Sales/Serviceability
That is good to hear. I am doing great. Thank you for asking.
1.1 BB General Chat Flow/1. msg Opening
I understand the problem you've described and am happy to work with you to get this 1.1 BB General Chat Flow/1. resolved ASAP! Thanks, let's get started. msg Opening That is wonderful. I hope that lasts for the rest of the day.
1.1 BB General Chat Flow/1. msg Opening
Thank you for contacting Comcast! Welcome to Comcast RTP department. You have reached the right department for adding and provisioning modems.
1.1 BB General Chat Flow/1. msg Opening
A pleasant day to you! You have reached the Comcast Real Time Provisioning Department. It is a pleasure to chat and assist you.
1.1 BB General Chat Flow/1. msg Opening
I understand that this must be frustrating for you and the customer.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Sorry for the wait! I'm all yours now :) How can I help?
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Thank you.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
Thank you very much.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
It is my pleasure to assist you.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
You're very welcome. Happy to help.
1.1 BB General Chat Flow/1. msg Opening/Acknowledgement
I understand that you would like to add this device to the account. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
I understand that you would like me to add this DTA box to our customer's account which I can surely help you with. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
I understand that you would like me to add this eMTA 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 I understand that you would like me to add this HD device to our customer's account which I can surely help you with. Is this correct?
1.1 BB General Chat Flow/1. msg Opening/Probing
Would you please verify with the customer if the eMTA device is owned or rented?
1.1 BB General Chat Flow/2. msg Verifcation
1.1 BB General Chat Flow/2. Thank you for providing the details. Kindly verify if all the information below is correct: msg Verifcation
May I please have your name, so I may address you properly?
1.1 BB General Chat Flow/2. msg Verifcation
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 0 to 1.1 BB General Chat Flow/2. 9 only. msg Verifcation Will you please verify the digital box model?
1.1 BB General Chat Flow/2. msg Verifcation
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 F and 0 1.1 BB General Chat Flow/2. to 9. msg Verifcation I am in the process of adding the device to the inventory.
1.1 BB General Chat Flow/3. msg Process
Let me add the device to the customer's account.
1.1 BB General Chat Flow/3. msg Process
I am happy to inform you that I have successfully fnished adding the device to the account and it is now ready for activation.
1.1 BB General Chat Flow/3. msg Process
I am glad to inform you that I have just added the modem to the account.
1.1 BB General Chat Flow/3. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the account. The modem is active and is now good to go.
1.1 BB General Chat Flow/3. msg Process
I have also checked that the device is not yet added to the customer's account.
1.1 BB General Chat Flow/3. msg Process
I checked the account and the modem has already been added.
1.1 BB General Chat Flow/3. msg Process
Would you mind if I place you on a brief hold while I access your account?
1.1 BB General Chat Flow/3. msg Process/Hold
I apologize for the delay. It will take me a few more minutes to complete this process. Do you mind continuing to hold?
1.1 BB General Chat Flow/3. msg Process/Hold
Thank you for patiently waiting.
1.1 BB General Chat Flow/3. msg Process/Hold
May I place you on a brief hold while I provision the digital box for you?
1.1 BB General Chat Flow/3. msg Process/Hold
1.1 BB General Chat Flow/3. Thank you very much for holding. I apologize for it being a little longer than expected. msg Process/Hold Would you mind if I place you on a brief hold while I research that for you?
1.1 BB General Chat Flow/3. msg Process/Hold
Would you mind if I place you on a brief hold while I get that information for you?
1.1 BB General Chat Flow/3. msg Process/Hold
I just need a few moments to process your request, OK?
1.1 BB General Chat Flow/3. msg Process/Hold
To recap, I have successfully processed your request in adding this device to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, I have successfully processed your request in adding this eMTA device to the 1.1 BB General Chat Flow/4. customer’s account. msg Recap To recap, I have successfully processed your request in adding this HD device to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, I have successfully processed your request in adding this DTA box to the customer’s account.
1.1 BB General Chat Flow/4. msg Recap
To recap, we have successfully added the digital box to the customer's account and it is 1.1 BB General Chat Flow/4. now ready for activation. msg Recap
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 1.1 BB General Chat Flow/5. are here for you 24 hours a day, seven days a week. msg Closing Have a wonderful day!
1.1 BB General Chat Flow/5. msg Closing
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 at https://www.comcastsupport.com/rtp.
1.1 BB General Chat Flow/5. msg Closing
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.
1.1 BB General Chat Flow/5. 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 time working with us. Have a pleasant shift ahead!
1.1 BB General Chat Flow/5. msg Closing
I really appreciate working with you today. Is there anything else that I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
Do we have other customer's concerns that I can help you with today? I am more than 1.1 BB General Chat Flow/6. glad to help you out further. msg Additional Assistance I hope that I was able to assist you to your satisfaction today. Is there anything else I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
Do you have other questions for me today?
1.1 BB General Chat Flow/6. msg Additional Assistance
Have we covered all of your inquiries regarding this account?
1.1 BB General Chat Flow/6. msg Additional Assistance
I really appreciate working with you today. Is there anything else that I can assist you with? I am more than glad to help you out further.
1.1 BB General Chat Flow/6. msg Additional Assistance
It is important for me to know if we are still connected. Did you receive my last message?
1.1 BB General Chat Flow/7. msg Time out
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.
1.1 BB General Chat Flow/7. msg 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 1.1 BB General Chat Flow/7. day, seven days a week. msg Time out Kindly contact the local office regarding this matter.
1.1 BB General Chat Flow/8. msg Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a technician to the customer's home.
1.1 BB General Chat Flow/8. 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 ACSR at the moment and 1.1 BB General Chat Flow/8. 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 moment 1.1 BB General Chat Flow/8. 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. 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 specifc modem model is yet to 1.1 BB General Chat Flow/8. 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 to the 1.1 BB General Chat Flow/8. 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 create a 1.1 BB General Chat Flow/9. Remedy Ticket for this issue. msg Error messages 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 1.1 BB General Chat Flow/9. the local office to complete the work order. msg Error messages 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 1.1 BB General Chat Flow/9. back once this is updated. msg Error messages 1.2 RTP General Chat Flow/1. Thank you for providing the details. Kindly verify if all the information below is correct: msg Opening Thank you for contacting Comcast! Welcome to Comcast RTP department. You have reached the right department for adding and provisioning modems.
1.2 RTP General Chat Flow/1. msg Opening
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.
1.2 RTP General Chat Flow/1. msg Opening
I understand the situation and I will do what I can to get this done for you.
1.2 RTP General Chat Flow/1. msg Opening
How are you doing today?
1.2 RTP General Chat Flow/1. msg Opening
That is good to hear. I am doing great. Thank you for asking.
1.2 RTP General Chat Flow/1. msg Opening
I am happy to hear that. I feel the same way as well.
1.2 RTP General Chat Flow/1. msg Opening
That is wonderful. I hope that lasts for the rest of the day.
1.2 RTP General Chat Flow/1. msg Opening
Rest assured that I will be assisting you to have this modem added and provisioned to the account.
1.2 RTP General Chat Flow/1. msg Opening
Rest assured that I will be assisting you throughout our conversation until we fnish your request.
1.2 RTP General Chat Flow/1. msg Opening
I understand that you would like me to push this modem to our customer's account which I can surely help you with. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to add this owned modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like to add this modem to the account. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like to swap this new modem with the one in the account. 1.2 RTP General Chat Flow/2. Is this correct? msg Probing I understand that you would like to swap this new modem with the one in the account. 1.2 RTP General Chat Flow/2. Is this correct? msg Probing I understand that you would like me to push this modem out of walledgarden to our customer's account which I can surely help you with. Is this correct?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to add this rented modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to provision this modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to activate this modem to our customer's account 1.2 RTP General Chat Flow/2. which I can surely help you with. Did I get this right? msg Probing I understand that you would like me to add and provision this modem to our customer's account which I can surely help you with. Did I get this right?
1.2 RTP General Chat Flow/2. msg Probing
I understand that you would like me to register this modem to our customer's account 1.2 RTP General Chat Flow/2. which I can surely help you with. Did I get this right? msg Probing Please log out on the customer's account so that I can access it. Thank you.
1.2 RTP General Chat Flow/3. msg Verifcation
Does the customer own or rent the equipment?
1.2 RTP General Chat Flow/3. msg Verifcation
Would you please verify with the customer if the device is owned or rented?
1.2 RTP General Chat Flow/3. msg Verifcation
May I please have your name, so I may address you properly?
1.2 RTP General Chat Flow/3. msg Verifcation
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 0 to 1.2 RTP General Chat Flow/3. 9 only. msg Verifcation Please ask the customer if this new modem is plugged-in and powered on. This is to make sure that it will be ready for troubleshooting.
1.2 RTP General Chat Flow/3. msg Verifcation
I checked the account and saw that there is an existing modem. Should I swap it with this new one?
1.2 RTP General Chat Flow/3. msg Verifcation
Please advise the customer that they may change their username to their desired one 1.2 RTP General Chat Flow/3. by logging in to their account at www.comcast.net msg Verifcation Should we use the customer's frst and last name as the username?
1.2 RTP General Chat Flow/3. msg Verifcation
Is it alright if we use the customer's frst and last name for the username that we need 1.2 RTP General Chat Flow/3. to create? msg Verifcation Will you please verify the modem model?
1.2 RTP General Chat Flow/3. msg Verifcation
Kindly verify the modem model with the customer.
1.2 RTP General Chat Flow/3. msg Verifcation
Since this is an eMTA, please verify the EMAC, CMAC AND MTA MAC addresses of the device?
1.2 RTP General Chat Flow/3. msg Verifcation
May I verify the MAC address of the modem you want to be provisioned please? It should have 12 alphanumeric characters from A to F and 0 to 9.
1.2 RTP General Chat Flow/3. msg Verifcation
Please verify if our customer will use both the Internet and telephone service of this EMTA device?
1.2 RTP General Chat Flow/3. msg Verifcation
I need a just a few moments to provision your modem so you can receive XFINITY's broadband speeds.
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I research that for you?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I get that information for you?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I access your account?
1.2 RTP General Chat Flow/4. msg Hold
Would you mind if I place you on a brief hold while I process your request?
1.2 RTP General Chat Flow/4. msg Hold
1.2 RTP General Chat Flow/4. Thank you very much for holding. I apologize for it being a little longer than expected. msg Hold I apologize for the delay. It will take me a few more minutes to complete this process. Do you mind continuing to hold?
1.2 RTP General Chat Flow/4. msg Hold
Thank you for patiently waiting.
1.2 RTP General Chat Flow/4. msg Hold
May I place you on a brief hold while I remove the modem from walledgarden status?
1.2 RTP General Chat Flow/4. msg Hold
Is there anything else I can assist you with today? I will be happy to help you.
1.2 RTP General Chat Flow/5. msg Additional Assistance
I am glad I was able to help you today. Are there any other questions I can assist you with?
1.2 RTP General Chat Flow/5. msg Additional Assistance
I hope that I was able to assist you to your satisfaction today. Would there be anything 1.2 RTP General Chat Flow/5. else that I can help you with? msg Additional Assistance
Do you have other questions for me today?
1.2 RTP General Chat Flow/5. msg Additional Assistance
Have we covered all of your inquiries regarding this account?
1.2 RTP General Chat Flow/5. msg Additional Assistance
Did you receive my last message?
1.2 RTP General Chat Flow/6. msg Timeout
Due to inactivity, I will need to close the chat session if a reply is not received in one minute and assist another agent.
1.2 RTP General Chat Flow/6. msg Timeout
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 1.2 RTP General Chat Flow/6. day, seven days a week. msg Timeout Thank you for patiently waiting.
1.2 RTP General Chat Flow/7. msg Acknowledgement
Thank you.
1.2 RTP General Chat Flow/7. msg Acknowledgement
Thank you very much.
1.2 RTP General Chat Flow/7. msg Acknowledgement
It is my pleasure to assist you.
1.2 RTP General Chat Flow/7. msg Acknowledgement
You are welcome.
1.2 RTP General Chat Flow/7. msg Acknowledgement
I am in the process of adding the modem to the inventory.
1.2 RTP General Chat Flow/8. msg Process
Let me add the modem to the customer's account.
1.2 RTP General Chat Flow/8. msg Process
I am glad to inform you that I have just added the modem to the account.
1.2 RTP General Chat Flow/8. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the account. The modem is active and is now good to go.
1.2 RTP General Chat Flow/8. msg Process
Let me just check if the modem is in walledgarden status in Grandslam.
1.2 RTP General Chat Flow/8. msg Process
I have checked Grandslam and the modem is now good to go.
1.2 RTP General Chat Flow/8. msg Process
The modem is in walledgarden status. Let me go ahead and process an APT push to resolve this issue.
1.2 RTP General Chat Flow/8. msg Process
I am happy to inform you that I have successfully removed the modem from walledgarden and it is now good to go.
1.2 RTP General Chat Flow/8. msg Process
Here is the bootfile shown in Grandslam:
1.2 RTP General Chat Flow/8. msg Process
I checked the account and the modem has already been added. Let me go ahead and check the modem status in Grandslam.
1.2 RTP General Chat Flow/8. msg Process
To recap, we have added the modem to the account and removed it from walledgarden. The modem is now good to go.
1.2 RTP General Chat Flow/9. msg Completing/1. Recap
To recap, we have done an APT push and resolved the modem's walledgarden issue.
1.2 RTP General Chat Flow/9. msg Completing/1. Recap
To recap, a modem rate code should be added frst before we can completely provision 1.2 RTP General Chat Flow/9. the modem. Advised to contact billing department. msg Completing/1. Recap To recap, there is currently an open work order in the account which hindered us from 1.2 RTP General Chat Flow/9. adding the modem. Advised to contact the local office to complete work order. msg Completing/1. Recap 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.
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
Have a wonderful day!
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
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 at https://www.comcastsupport.com/rtp
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
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.
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
Whenever you're ready, just click on the End Session button to end the chat. By the way, you can print or save this chat for your records!
1.2 RTP General Chat Flow/9. msg Completing/2. Closing
I have checked the inventory and the modem was already added but unable to add to account due to an error of "CEM36E - ILLOGICAL EQUIPMENT TRANSFER." Please escalate this to Support Desk and create a Remedy ticket for this issue.
1.2 RTP General Chat Flow/Issues/1. Error msg Messages
Upon adding the modem to the account, I encountered a ""CEP23W-MODEL NUMBER 1.2 RTP General Chat IS REQUIRED"" error message. Please escalate this to Support Desk and create a Flow/Issues/1. Error 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 open Flow/Issues/1. Error work order before we provision the modem. msg Messages I understand that this must be frustrating for you and the customer. However, when I 1.2 RTP General Chat tried to process, an error occurred that the account is placed into a Non-Pay status due Flow/Issues/1. Error to unpaid balance in their account. msg Messages I have checked the account. The account shows a disconnection. Please contact Local Office to have the services back.
1.2 RTP General Chat Flow/Issues/1. Error 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 unable to proceed because of this. Please contact the billing department regarding this matter.
1.2 RTP General Chat Flow/Issues/1. Error msg Messages
As per Grandslam, the modem appears offline and shows no diagnostic data. Let me just send a signal and roll the modem for you.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
The modem appears offline in Grandslam. Kindly advise the customer to powercycle the modem to enjoy Comcast services. Should the problem persists, please create a Remedy ticket or send a technician to further check on this device.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Kindly advise the customer to powercycle the modem. Should the issue persists, please book a technician to check the device.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
The modem status is showing offline in Grandslam. Please advise the customer to have 1.2 RTP General Chat it powercycled. Should the issue persists, please book a technician to check the device. Flow/Issues/2. Offline on Here is the modem bootfile status: msg Grandslam
The modem is still showing offline after I have rolled and sent a signal to it.
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Please send a technician to check the connectivity of the modem or you can create a Remedy Ticket for this.
1.2 RTP General Chat Flow/Issues/2. Offline on 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 from the line if he is using the same CDV modem. Would you still like me to proceed?
1.2 RTP General Chat Flow/Issues/2. Offline on msg Grandslam
Kindly contact the billing department regarding this matter.
1.2 RTP General Chat msg Flow/Issues/3. Refer to
Kindly contact the local office regarding this matter.
1.2 RTP General Chat msg Flow/Issues/3. Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a technician to the customer's home.
1.2 RTP General Chat 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 moment and 1.2 RTP General Chat 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 moment 1.2 RTP General Chat 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 specifc modem model is yet to 1.2 RTP General Chat 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 to the 1.2 RTP General Chat local office instead. msg Flow/Issues/3. Refer to 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 1.2 RTP General Chat local office regarding this matter. msg Flow/Issues/3. Refer to 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 1.2 RTP General Chat provisioned as Docsis 3.0 type. msg Flow/Issues/4. Disclaimer 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 1.2 RTP General Chat aligned with their modem's performance capability. msg Flow/Issues/4. Disclaimer
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 1.2 RTP General Chat aligned with their modem's performance capability. msg Flow/Issues/4. Disclaimer 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 1.2 RTP General Chat available outlet before we provision the modem. Thank you. msg Flow/Issues/5. No Services 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.
1.2 RTP General Chat msg Flow/Issues/5. No Services
I have checked the customer's account and there is no CHSI services rate code added. This is a requirement before provisioning the modem.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Kindly chat with us again after the rate code has been added and we will be happy to assist you provisioning the modem.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Please contact the billing department to have the correct rate added frst as there might be additional charges adding the proper rates.
1.2 RTP General Chat msg Flow/Issues/5. No Services
Kindly chat with us again after the modem ownership status has been verifed and we will be glad to assist you.
1.2 RTP General Chat msg Flow/Issues/5. No Services
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 frst as there might be added 1.2 RTP General Chat charges. msg Flow/Issues/5. No Services 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.
1.2 RTP General Chat msg Flow/Issues/5. No Services
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
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
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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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 1.2 RTP General Chat resolve. msg Flow/Issues/6. Local Office 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 1.2 RTP General Chat associated SIK order in . msg Flow/Issues/6. Local Office 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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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.
1.2 RTP General Chat msg Flow/Issues/6. Local Office
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 1.2 RTP General Chat refer the customer to the nearest front counter to resolve. msg Flow/Issues/6. Local Office 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.
1.2 RTP General Chat msg Flow/Issues/7. Powercycle
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.
1.2 RTP General Chat msg Flow/Issues/7. Powercycle
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 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 Desk for 1.2 RTP General Chat further troubleshooting. msg Flow/Issues/7. Powercycle Live video feeds of all 98 sporting events are available online at NBCOlympics.com or from the XFINITY Sports Live Extra app on your tablet or smartphone.
msg 2. Comcast All/Olympics 2014
Thank you, we are almost fnished 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 confrmation your order was processed correctly 3) Confrmation of the products and services ordered 4) Information on how to reschedule the appointment
msg 7. DTA/DTA Activation/Closing
Thank you, we are almost fnished activating your box. I see that we currently have an email address on record for you. Is this your current email address:
msg 7. DTA/DTA Activation/Closing
Thank you for contacting Comcast World of More. It has been a pleasure assisting you today.
msg 7. DTA/DTA Activation/Closing
I do understand your concern. I appreciate the opportunity to make things right.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA I will be happy to help you by going through some troubleshooting steps with you and Activation/Connect with sending a signal, if needed, so you can receive your channels again. msg Customer I understand it is inconvenient when you are missing some channels. I will be glad to help you with this issue.
7. DTA/DTA Activation/Connect with msg Customer
I understand that it can be troublesome when the serial number of the device you want to activate did not match the one listed online. Rest assured we will take care of this for you.
7. DTA/DTA Activation/Connect with msg Customer
I understand that it can be troublesome when the serial number of the device you want to activate is not showing online. Rest assured we will take care of this for you.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA While I check on your account, let me just inform you that you may activate your cable Activation/Connect with devices online, anytime, by going to http://digitalnow.comcast.com msg Customer You will just need your 16 digit account number or the 16 digital Unique ID (listed in the letter sent about Comcast digital migration).
7. DTA/DTA Activation/Connect with msg Customer
You will just need your 13 digit account number or the 16 digital Unique ID (listed in the letter sent about Comcast digital migration).
7. DTA/DTA Activation/Connect with msg Customer
In case it does not go through, you will also be given an option to proceed by chatting with a live representative like our chat today.
7. DTA/DTA Activation/Connect with msg Customer
I’d be happy to walk you through in connecting your boxes.
7. DTA/DTA Activation/Connect with msg Customer
I’d be happy to walk you through in connecting your DTA box.
7. DTA/DTA Activation/Connect with msg Customer
I'd be more than happy to process this request for you today. You made the right choice in choosing Comcast.
7. DTA/DTA Activation/Connect with msg Customer
I'm glad to hear that you are pleased with your Comcast experience. We pride ourselves in offering the best customer service.
7. DTA/DTA Activation/Connect with msg Customer
I will be happy to activate this box for you.
7. DTA/DTA Activation/Connect with msg Customer
It's my pleasure to help activate your cable box for you today. I'm sure you will enjoy your updated services.
7. DTA/DTA Activation/Connect with msg Customer
I know how important it is for you to have your cable TV working, so let's go through activating your cable box so that you can enjoy watching your favorite shows.
7. DTA/DTA Activation/Connect with msg Customer
7. DTA/DTA Activation/Connection Are there other devices, such VCR or DVD, connected between the device and the TV? msg Verifcation
Do you have a splitter connected from your cable outlet to the TV?
7. DTA/DTA Activation/Connection msg Verifcation
Is there a surge protector or a power strip connected to your device?
7. DTA/DTA Activation/Connection msg Verifcation
7. DTA/DTA Please verify the power strip is turned on? You can also directly connect the adapter to Activation/Connection a wall outlet. If the outlet is connected to a switch, make sure it's turned on. msg Verifcation Let's proceed with the activation process. If this does not work, we may have to connect the device directly from the cable wall outlet then to the TV.
7. DTA/DTA Activation/Connection msg Verifcation
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 7. DTA/DTA end of the cable connected to the wall, but disconnect the other end from the back of Activation/Connection your TV and connect it to the plug on the back of the adapter marked "Cable In". msg Verifcation 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. 7. DTA/DTA If you would like to include a DVD player or VCR to your setup, plug in the coax cable to Activation/Connection the “Cable In/RF In” input on the back of your DVD player or VCR instead of your TV. msg Verifcation 3. Plug in the power cord to the back of the digital adapter and to either a power strip 7. DTA/DTA or to a wall socket. Make sure the outlet the digital adapter is plugged into is not Activation/Connection controlled by a switch that is regularly turned on or off. msg Verifcation 4. Turn your TV on and select Channel 3. Set the switch on the back of the DTA to channel 3 as well.
7. DTA/DTA Activation/Connection msg Verifcation
Repeat these steps for the rest of the adapters you received.
7. DTA/DTA Activation/Connection msg Verifcation
Visit www.comcast.com/digitalnow to activate your services. Please have either your Unique ID number found on the welcome letter or your Account number.
7. DTA/DTA Activation/Connection msg Verifcation
To activate your services, please call our automated activation line at 1-888-634-4434. 7. DTA/DTA Please have either your Unique ID number found on the welcome letter or your Activation/Connection Account number. msg Verifcation 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 Activation/Device msg Activation
Please let me know if everything worked out well.
7. DTA/DTA Activation/Device msg Activation
To begin, I will send a signal to the digital adapter then proceed with the activation of the main device.
7. DTA/DTA Activation/Device msg Activation
I am going to send a signal to your device to initiate the activation process.
7. DTA/DTA Activation/Device msg Activation
I am sending a signal to the device now.
7. DTA/DTA Activation/Device msg Activation
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 Activation/Device msg Activation
2. With your Comcast remote control, please verify if you are able to view at least three 7. DTA/DTA Activation/Device clear channels. msg Activation 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 Activation/Device msg Activation
4. Please check if you can turn on and off your TV using the Comcast remote control.
7. DTA/DTA Activation/Device msg Activation
That's great, it appears that the signal that was sent has been successful in activating your cable box.
7. DTA/DTA Activation/Device msg Activation
Is the green light still blinking on the cable box?
7. DTA/DTA Activation/Device msg Activation
We will send a signal and try some troubleshooting steps, if needed, to get the equipment to work.
7. DTA/DTA msg Activation/Diagnose
I understand the inconvenience when your equipment is not activated and you are unable to watch your favorite shows.
7. DTA/DTA msg Activation/Empathy
I apologize for the frustration with activating your DTA box. I'll make sure we get this resolved for you as quickly as possible.
7. DTA/DTA msg Activation/Empathy
Apologies for the inconvenience. I'm here and ready to work with you to get this resolved ASAP.
7. DTA/DTA msg Activation/Empathy
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.
7. DTA/DTA msg Activation/Empathy
Welcome to the World of More. You have reached the DTA Activations Department. Please give me a minute or two to review your conversation with the previous agent.
7. DTA/DTA msg Activation/Greetings
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.
7. DTA/DTA Activation/Postmsg Activation
Also, if you are interested in adding Video on Demand service or On-Screen Guide, feel 7. DTA/DTA Activation/Postfree to take advantage of our advanced digital packages. msg Activation Are you able to see or hear any channels now?
7. DTA/DTA Activation/Postmsg Activation
Could I get you to check your channels now for picture and sound?
7. DTA/DTA Activation/Postmsg Activation
Terrifc! It appears that things may be working as they should. If you could please just 7. DTA/DTA Activation/Postcheck to ensure that you can view other channels before we continue. msg Activation 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.
7. DTA/DTA Activation/Postmsg Activation
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
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 on. 7. DTA/DTA Activation/PostOnce 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 service...”?
7. DTA/DTA Activation/Premsg Activation
Before we activate your device, please confrm the following:
7. DTA/DTA Activation/Premsg Activation
1. The light on the front panel of the device is blinking. This signifes that the channel 7. DTA/DTA Activation/Preplan is downloading. msg Activation 2. The TV is directly connected to the digital adapter. There should be no VCR or DVD 7. DTA/DTA Activation/PrePlayer or any other equipment in between the device and the TV. msg Activation 3. Both the digital adapter and the TV are turned on and are tuned in to channel 3.
7. DTA/DTA Activation/Premsg Activation
4. The cables from your TV to your device are securely connected.
7. DTA/DTA Activation/Premsg Activation
How many TVs are already connected to a digital cable box?
msg 7. DTA/DTA Activation/Probe
How many TVs do you currently have that are just connected to the cable wall outlet?
msg 7. DTA/DTA Activation/Probe
How many devices would you like to activate today?
msg 7. DTA/DTA Activation/Probe
How many TVs are experiencing this problem?
msg 7. DTA/DTA Activation/Probe
Was the equipment delivered to you by UPS or did you pick it up at the local office?
msg 7. DTA/DTA Activation/Probe
May I please have the serial number of the device?
msg 7. DTA/DTA Activation/Probe
May I please have the serial number of the devices?
msg 7. DTA/DTA 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 letters. msg 7. DTA/DTA Activation/Probe
Are you in the same room where the device and the TV are located?
msg 7. DTA/DTA Activation/Probe
Are you in the same room where the devices and the TVs are located?
msg 7. DTA/DTA Activation/Probe
May I know if this is an ongoing issue with this DTA box?
msg 7. DTA/DTA Activation/Probe
Have you connected the DTA box to your TV and the cable wall outlet?
msg 7. DTA/DTA Activation/Probe
Are the DTA boxes already connected to the TVs and the cable wall outlets?
msg 7. DTA/DTA Activation/Probe
May I know how the light is blinking?
msg 7. DTA/DTA Activation/Probe
Is the light blinking continuously in short intervals?
msg 7. DTA/DTA Activation/Probe
Does it blink three times and pauses continuously?
msg 7. DTA/DTA Activation/Probe
Do you see any messages on your screen?
msg 7. DTA/DTA Activation/Probe
May I know your specifc concern on the closed captioning for this channel that you are currently watching? msg 7. DTA/DTA Activation/Probe May I know if the closed captioning is hard to read or it is not displayed on the screen? msg 7. DTA/DTA Activation/Probe How many devices will we be activating today?
msg 7. DTA/DTA Activation/Probe
It should take approximately 5 to 10 minutes to connect each digital adapter and program each remote. Do you have time to proceed?
msg 7. DTA/DTA Activation/Probe
Let's make certain you have everything you need in your Self-Installation Kit. Please confrm you have the following items: Digital Adapter Coaxial Cable Power Cord Remote Control 2 AA Batteries Remote Control Signal Receiver Adhesive Fasteners
msg 7. DTA/DTA Activation/Probe
Would you please provide me the last 4 digits of the serial number on each cable box? The serial number usually starts with MA, M, GI, PA, TM, CS, PK. msg 7. DTA/DTA Activation/Probe Are you in the room where the cable box and TV are located?
msg 7. DTA/DTA Activation/Probe
Is this the frst time you have activated this device?
msg 7. DTA/DTA 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 today. You can keep this for your own records. Your ticked number is:
msg 7. DTA/DTA Activation/Recap
Let's program your Comcast DTA Remote Control by following these steps:
7. DTA/DTA msg Activation/Remote Control
1. Turn on the TV.
7. DTA/DTA msg Activation/Remote Control
7. DTA/DTA 2. Press and hold the "SET" button until the Red Light blinks twice, then release "SET". msg Activation/Remote Control 3. Key in the frst fve-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 fve-digit code for your TV.
7. DTA/DTA msg Activation/Remote Control
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 fnd one that works.
7. DTA/DTA msg Activation/Remote Control
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 remote will 7. DTA/DTA blink twice. 4. Press Power to turn your television on. msg Activation/Remote Control Let me know if that worked and we'll determine the next steps.
7. DTA/DTA msg Activation/Remote Control
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 7. DTA/DTA below. If one code does not work I will provide you another to check. msg Activation/Remote Control Here are the codes:
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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 7. DTA/DTA volume by pressing the up/down button and turn the TV on and off? msg Activation/Remote Control Please check to see if the remote that came with your cable box can change channels, 7. DTA/DTA turn the volume up and down, power on and off, and the number pad works. msg Activation/Remote Control 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 7. DTA/DTA search for your TV code. msg Activation/Remote Control Please let me know if we are now able to turn the TV on and off, control the volume up 7. DTA/DTA and down on the TV and change the channel on your DTA. msg Activation/Remote Control Great! Your remote control is now synchronized with your television.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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 office for 7. DTA/DTA 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 new one.
7. DTA/DTA msg Activation/Remote Control
If you require a Comcast technician to come to your house to swap out your remote, charges may apply and will vary by market.
7. DTA/DTA msg Activation/Remote Control
Once you have received your new remote, you will need to program it to work with your TV and other equipment. You can fnd instructions for programming the remote in the user manual. You can also go to the link below for the instructions: www.xfnity.com/remotes or www.comcast.com/remotes
7. DTA/DTA msg Activation/Remote Control
Do you need any assistance in programming your remote control?
7. DTA/DTA msg Activation/Remote Control
What color is your remote? Do you have the remote with the red ok button?
7. DTA/DTA msg Activation/Remote Control
On the remote that came with the cable box you should see a "Set" or "Setup" button 7. DTA/DTA and the "CH+" button. Do you see these buttons? msg Activation/Remote Control 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.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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.
7. DTA/DTA msg Activation/Remote Control
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!
msg 7. DTA/DTA Activation/Survey
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.
7. DTA/DTA msg Activation/TransferOut
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. msg 7. DTA/DTA Common Please call 1-800-COMCAST (1-800 266-2278) to speak to a live customer service specialist who can assist you further.
msg 7. DTA/DTA Common
Please call 1-800-391-3000 to speak to a live customer service specialist who can assist you further. msg 7. DTA/DTA Common 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? msg 7. DTA/DTA Common 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! :)
msg 7. DTA/DTA Common msg 7. DTA/DTA Common
Thanks for the chat! Do you mind hanging on for a few seconds while I connect you to the next representative? msg 7. DTA/DTA Common 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.
msg 7. DTA/DTA Common
Thank you for contacting Comcast, where we are proud to offer the Xfnity Customer Commitment. How can I help you?
msg 7. DTA/DTA Common
This is to ensure we are accessing the correct account.
7. DTA/DTA msg Common/Authentication
I am sorry but I would not be able to discuss the account information without account 7. DTA/DTA verifcation. I can answer any general queries that you may have. msg Common/Authentication Comcast always keeps your privacy and security as the frst priority. We need to communicate with the account holder or an authorized user to provide account specifc information. Please ask the account holder to add you as an authorized user.
7. DTA/DTA 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 ask the account holder to contact us to add you as an authorized user.
7. DTA/DTA 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 ask the account holder to contact us to add you as an authorized user.
7. DTA/DTA msg Common/Authentication
Thank you for your patience and taking the time to work on this with me today.
msg 7. DTA/DTA Common/Closing
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? msg 7. DTA/DTA Common/Closing
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 products and services and Help forums located at http://www.comcast.com
msg 7. DTA/DTA Common/Closing
Is there anything I can help you with today? I'll be happy to assist you further.
msg 7. DTA/DTA Common/Closing
We at COMCAST value our customers. My colleagues in the Billing Department specialize in addressing your concern.
msg 7. DTA/DTA Common/Closing
As part of our Xfnity Customer Commitment, we promise to offer easy-to-understand packages and provide you with a clear bill. A call or visit to our website makes it easy to fnd 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 visiting www.comcast.com
msg 7. DTA/DTA Common/Closing
I apologize but DTA box is not yet available in your area. We will let you know as soon as these are available. Thank you for your interest in DTA box.
7. DTA/DTA msg Common/Eligibility
I understand your concern. I will be here to help you throughout this chat.
7. DTA/DTA msg Common/Empathy
I'm very sorry for the inconvenience. Let me take a few moments to look at your account so I can get moving on fxing this!
7. DTA/DTA msg Common/Empathy
I respect your opinion, and I acknowledge your concern. Here is what we can do now.
7. DTA/DTA msg Common/Empower
Programming through the adapter is delivered in digital quality picture and sound (standard defnition).
7. DTA/DTA Common/Features and msg Benefts
7. DTA/DTA DTA will be benefcial for you when Comcast eventually moves more channels to digital Common/Features and delivery. msg Benefts
The DTA will also help you receive all the channels that you are subscribing to.
7. DTA/DTA Common/Features and msg Benefts
While I update your account, let me share some feature and benefts of a digital transport adapter.
7. DTA/DTA Common/Features and msg Benefts
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 7. DTA/DTA Common/General format. msg Info I’m glad to hear that you are not only interested in our products but in Comcast as a corporation.
7. DTA/DTA Common/General msg Info
I understand that knowing Comcast as a corporation is just as important as knowing more about our products and service.
7. DTA/DTA Common/General msg Info
Comcast corporate headquarters are located at: Philadelphia, PA 19103 215-286-1700
7. DTA/DTA Common/General msg Info
One Comcast Center
You may also visit our website www.comcast.com to learn more about Comcast’s corporate profle or you may click on this link: http://www.comcast.com/corporate/about/pressroom/corporateoverview/corporateov 7. DTA/DTA Common/General erview.html to directly bring you to Comcast’s corporate profle. msg Info 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.
7. DTA/DTA Common/General msg Info
Let me explain the difference between a set top box and an adapter.
7. DTA/DTA Common/General msg Info
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 Music 7. DTA/DTA Common/General Choice. msg 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 today.
7. DTA/DTA msg Common/Greetings
I have checked our system and it appears here that there is an outage reported in your 7. DTA/DTA 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 resolve 7. DTA/DTA 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 possible. Thank you for your patience and understanding
7. DTA/DTA 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 fx the problem and hope to restore 7. DTA/DTA 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 fxed, your service 7. DTA/DTA will be restored. msg Common/Outages 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.
7. DTA/DTA msg Common/Outages
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 7. DTA/DTA a larger service interruption. msg Common/Outages We make sure that all our customers expecting a technician at this hour are notifed and we apologize if you did not receive our notifcation. Rest assured our technicians 7. DTA/DTA are working to fx the problem and hope to restore your service as quickly as possible. msg Common/Outages I will be glad to assist you. Could you please tell me more about your concern? msg 7. DTA/DTA Common/Probe I just need to confrm a few other details with you about the account. msg 7. DTA/DTA Common/Probe 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. msg 7. DTA/DTA Common/Survey 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. msg 7. DTA/DTA Common/Survey 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.
msg 7. DTA/DTA Common/Survey
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. msg 7. DTA/DTA Common/Survey 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. msg 7. DTA/DTA Common/Survey Do you need additional information? Were you able to receive my last message?
7. DTA/DTA Common/Timemsg Out Process
Due to inactivity, I will need to close the chat session if a reply is not received in one minute.
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://www.comcast.com/Support/
7. DTA/DTA Common/Timemsg Out Process
I would be happy to connect you with the department that can help you with your 7. DTA/DTA Common/Transfer inquiry further. Is there anything else I could help you with before I transfer your chat? msg Out I am glad you chose Comcast as your service provider. Unfortunately, you have been connected to our department handling residential accounts.
7. DTA/DTA Common/Transfer msg Out
Let me go through your account frst to verify the details.
7. DTA/DTA msg Common/Verifcation
Do you have any other phone number that may have been used when you signed up for the account?
7. DTA/DTA msg Common/Verifcation
Just for security purposes, could you also please verify the last four digits of your Social 7. DTA/DTA Security Number? msg Common/Verifcation Could you also please confrm any two of the following: 1. Account number 2. Service address (home address) 3. Amount of last payment made on the account
7. DTA/DTA msg Common/Verifcation
To ensure that I have opened the right account, can you please verify the name and the 7. DTA/DTA phone number on the account? msg Common/Verifcation Please take note of your confrmation number for future references. Here it is:
7. DTA/DTA Order msg Entry/Closing
Please be informed that it would take approximately three to fve business days for you 7. DTA/DTA Order to receive the equipment. It will be delivered via UPS. msg Entry/Closing 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 7. DTA/DTA Order fasteners, and a DTA Easy Setup Guide. msg Entry/Closing Thank you for your patience and taking the time to work on this with me today. Thank 7. DTA/DTA Order you for contacting Comcast World of More. It has been a pleasure assisting you today. msg Entry/Closing Thank you, we are almost fnished scheduling your appointment. Do you want to update your email address on account?
7. DTA/DTA Order msg Entry/Closing
Thank you, we are almost fnished scheduling your appointment. I see that we 7. DTA/DTA Order currently have an email address on record for you. Is this your current email address: msg Entry/Closing This email will help provide you with: 1) A reminder of your service appointment date and time 2) Written confrmation your order was processed correctly 3) Confrmation 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 7. DTA/DTA Order this helpful information? 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 fve business days. Since you are a valued customer, we will send you the equipment free of shipping and handling 7. DTA/DTA Order cost. msg Entry/Closing I'm glad I was able to help you today. Are there any other questions I could help you with today?
7. DTA/DTA Order msg Entry/Closing
It was a pleasure assisting you today. Will there be anything else that I may assist you with?
7. DTA/DTA Order msg Entry/Closing
As part of our Xfnity 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 premium 7. DTA/DTA Order channel for three months. msg Entry/Closing
As part of our Xfnity 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 channel 7. DTA/DTA Order for three months. msg Entry/Closing As part of our Xfnity 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 channel for three months.
7. DTA/DTA Order msg Entry/Closing
I understand that you want to place an order for a DTA. I will gladly process your order 7. DTA/DTA Order so that you can enjoy better picture quality and sound. msg Entry/Connect with Customer I understand that you would like to order digital adapters. You have reached the correct department. I can certainly process your order today.
7. DTA/DTA Order msg Entry/Connect with Customer
I will be more than happy to update you regarding your order status.
7. DTA/DTA Order msg Entry/Connect with Customer
7. DTA/DTA Order I know how precious your time is. I am happy to process your order in a timely manner. msg Entry/Connect with Customer I understand that you are in a hurry. I will process your order as quickly as possible. Please stay online till I fnish processing your order.
7. DTA/DTA Order msg Entry/Connect with Customer
I understand that you want to cancel your DTA order; is this correct?
7. DTA/DTA Order msg Entry/Connect with Customer
May I know if you processed this order online, through a chat representative or over the phone?
7. DTA/DTA Order msg Entry/Connect with Customer
The frst two DTAs that you will receive will be absolutely free of charge. Any additional 7. DTA/DTA Order 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 expanded 7. DTA/DTA Order 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 directly 7. DTA/DTA Order 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 continue receiving the channels that you have right now.
7. DTA/DTA Order 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 service is 7. DTA/DTA Order available in your area. msg Entry/Eligibility The frst two DTAs that you will receive will be absolutely free of charge. Any additional 7. DTA/DTA Order 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 connected to the cable wall outlet.
7. DTA/DTA Order msg Entry/Eligibility
I understand that you want to place an order for a DTA. I will gladly process your order 7. DTA/DTA 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 taken place.
7. DTA/DTA Order msg Entry/Empathy
I know how important it is for you to successfully place your order for the digital adapter so you may continue enjoying your cable service.
7. DTA/DTA Order msg Entry/Empathy
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
A CableCARD is a device about the size of a credit card that can be used with a digitalcable-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 7. DTA/DTA Order interactive programming guide. msg Entry/Equipment 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 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 7. DTA/DTA Order no equipment required. msg Entry/Equipment A digital-cable-ready TV is television that can receive digital cable service using a device 7. DTA/DTA Order that is about the size of a credit card, called a CableCARD, instead of a set-top box. msg Entry/Equipment 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?
7. DTA/DTA Order msg Entry/Greetings
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.
7. DTA/DTA Order msg Entry/Install Options
Would you like to take this option?
7. DTA/DTA Order msg Entry/Install Options
You made an excellent choice!
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 prefer?
7. DTA/DTA Order msg Entry/Install Options
Here are the complete details of your local office:
7. DTA/DTA Order Entry/Local msg Office
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 7. DTA/DTA Order Entry/Local %3d0 msg Office I understand you would like to have this order processed as soon as possible. Once the 7. DTA/DTA Order balance has been paid we can proceed with your order. msg Entry/Payments 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.
7. DTA/DTA Order msg Entry/Payments
May I know how many boxes would you want to order today?
7. DTA/DTA Order Entry/Probing and msg Paraphrasing
Just to confrm, 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 confrmation number:
7. DTA/DTA Order Entry/Probing and msg Paraphrasing msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK
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 fve business days for you to receive the equipment. It will be delivered via UPS. msg 7. DTA/DTA Order Entry/SIK 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 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.
msg 7. DTA/DTA Order Entry/SIK msg 7. DTA/DTA Order Entry/SIK
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.
7. DTA/DTA Order msg Entry/TransferOut
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, 7. DTA/DTA Order right? msg Entry/TransferOut Notes msg aaa 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. msg Activation
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 fnished 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
The error you received indicates that your modem is not properly registered on our network. We've recently identifed 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 fx 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.
msg Activation
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. msg Activation Since you are using a leased modem, your account is subject to a modem rental fee. The fee is
msg Activation
There is no active account at the address provided. At this point, a new account must be built in order to restore your services.
msg Activation
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.
msg Activation
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
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 confrm 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
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 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 When you are ready to set up your equipment on , please log on to http://www.comcast.com/activate to fully activate your service.
msg General
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.
msg General
You have reached the right person today. Together we will come up with the best solution to meet your needs.
Retention Pilot/04. Take msg Ownership
You are in the right department. I am going to make sure we get your requests taken care of today.
Retention Pilot/04. Take msg Ownership
When did your problem frst start?
Retention Pilot/06. Ask msg Targeted Questions
Now that we have resolved the issue, may I ask you a few questions to see if you are still currently in the best option that suits you and your family’s needs?
Retention Pilot/06. Ask msg Targeted Questions
May I ask you a few questions to allow us to create a package that is flexible to your budget and household needs?
Retention Pilot/06. Ask msg Targeted Questions
What brought you to the decision to remove services?
Retention Pilot/06. Ask msg Targeted Questions
Can you describe your concerns/issue so I can see how to resolve it?
Retention Pilot/06. Ask msg Targeted Questions
I see you don't have our [INSERT LOB] service. Who's your provider for that service?
Retention Pilot/06. Ask msg Targeted Questions
Are you making a lot of long distance calls?
Retention Pilot/06. Ask msg Targeted Questions/CDV
Who is your current provider for your home phone?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How much are you paying for your current phone service?
Retention Pilot/06. Ask msg Targeted Questions/CDV
What are the features that are most important on your phone?
Retention Pilot/06. Ask msg Targeted Questions/CDV
Where do you make calls to?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How do you stay in touch with friends and family?
Retention Pilot/06. Ask msg Targeted Questions/CDV
How do you use the internet?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Do you typically have multiple devices connected to your internet service?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Do you do any streaming videos or gaming online?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
Who uses the internet in your home?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
How often are you on the internet?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
What types of devices do you use the internet for?
Retention Pilot/06. Ask msg Targeted Questions/CHSI
How do you monitor your home?
Retention Pilot/06. Ask Targeted Questions/Home msg Security
What kind of TV programs do you like to watch?
Retention Pilot/06. Ask msg Targeted Questions/Video
Who in the home watches TV the most?
Retention Pilot/06. Ask msg Targeted Questions/Video
When you use our free VOD, what programming do you like best?
Retention Pilot/06. Ask msg Targeted Questions/Video
What type of programming does your family enjoy?
Retention Pilot/06. Ask msg Targeted Questions/Video
What channels do you and your family value most?
Retention Pilot/06. Ask msg Targeted Questions/Video
Do you enjoy watching movies/TV shows On Demand?
Retention Pilot/06. Ask msg Targeted Questions/Video
Are you utilizing your DVR services?
Retention Pilot/06. Ask msg Targeted Questions/Video
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. msg Retention Pilot/11. GBYE 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 fnd both of these.
msg Retention Pilot/11. GBYE
Within 6 hours, you will be receiving an email confrmation summary of the changes we made. This high-level detail will provide you a written confrmation 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?
msg msg msg msg
We’re fnished 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 frst to ensure your order information correct.
msg Retention Pilot/11. GBYE
Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE Retention Pilot/11. GBYE
Thank you for choosing the Triple Play Support Center. We’re here if you need additional assistance. Have a wonderful shift!
msg VCAE Beltway/Closings
Thank you for choosing the Comcast Triple Play Support Center. How may I help you today?
msg VCAE Beltway/Openings
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 msg msg msg
You job check in is now complete. Is there anything else that we can help you with?
msg VCAE Beltway/Transitions
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?
msg VCAE Beltway/Transitions
Please log out of the customers account so that I may proceed with the necessary changes.
msg ZICHAT/CAE/Account
VCAE Beltway/Openings VCAE Beltway/Transitions VCAE Beltway/Transitions VCAE Beltway/Transitions
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 ZICHAT/CAE/Account with adding their own modem added at this time? msg Verifcation 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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
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?
ZICHAT/CAE/Account msg Verifcation
I'm doing well, thanks for asking.
ZICHAT/CAE/Connect with msg CAE
First, I am going to review the account. I will be with you momentarily.
ZICHAT/CAE/Connect with msg CAE
Thank you for bringing this to our attention.
ZICHAT/CAE/Connect with msg CAE
Thank you for giving me an opportunity to resolve this.
ZICHAT/CAE/Connect with msg CAE
Thank you for providing that information.
ZICHAT/CAE/Connect with msg CAE
Thank you.
ZICHAT/CAE/Connect with msg CAE
That is correct.
ZICHAT/CAE/Connect with msg CAE
That is great!
ZICHAT/CAE/Connect with msg CAE
You are most welcome.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this DTA for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this DVR for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this Cable Modem for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this eMTA for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this Gateway for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate this CableCARD for you.
ZICHAT/CAE/Connect with msg CAE
I will be happy to activate the equipment for you.
ZICHAT/CAE/Connect with msg CAE
You can be confdent that I will be assisting you throughout our conversation until we fnish your request.
ZICHAT/CAE/Connect with msg CAE
It is my pleasure to assist you.
ZICHAT/CAE/Connect with msg CAE
I totally understand.
ZICHAT/CAE/Connect with msg CAE
Very happy to hear I was able to assist.
ZICHAT/CAE/Connect with msg CAE
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.
msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy msg ZICHAT/CAE/Empathy
My apologies for the frustration this issue has caused you. I'm going to do everything I can to resolve this with you today. msg ZICHAT/CAE/Empathy I apologize for this continued issue. Thank you for the opportunity to resolve this for you.
msg ZICHAT/CAE/Empathy
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 defnitely make sure that this is taken care of for you.
msg msg msg msg
ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empathy ZICHAT/CAE/Empowerment
I am here to address any question or concerns that you may have, and I will do all that I can to assist you msg ZICHAT/CAE/Empowerment You’ve defnitely reached the correct department. I’m sure I’ll be able to assist you with your inquiry. msg ZICHAT/CAE/Empowerment I will personally take care of this for you. msg ZICHAT/CAE/Empowerment I'm here for whatever questions or concerns you have. I'll do everything I can to help you.
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
May I please have your name, so I may address you properly?
ZICHAT/CAE/Identity msg Verifcation
May I please have your NTLogin, so I may address you properly? I hope your day is going well. How may I help you?
ZICHAT/CAE/Identity msg Verifcation msg ZICHAT/CAE/Opening
Thank you for bringing this to our attention, I'm sure we can work together to get this resolved for you as soon as possible.
ZICHAT/CAE/Probe & msg Paraphrase
Please let me know if that worked and we'll determine the next steps.
ZICHAT/CAE/Probe & msg Paraphrase
I will be glad to assist you. Could you please tell me more about your concern? Please let me know if you are still available to proceed.
ZICHAT/CAE/Probe & msg Paraphrase 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 queue for assistance?
ZICHAT/CAE/Transfer msg Additional Assistance
Is there anything else that I can assist you with before I transfer you to the supervisor queue?
ZICHAT/CAE/Transfer msg Additional Assistance
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.
msg ZICHAT/CAE/Wrong Queue
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. msg ZICHAT/CAE/Wrong Queue I apologize, this type of request is not supported by the Central Division Help Desk.
msg ZICHAT/CAE/Wrong Queue
I apologize, this type of request is not supported by the Central Division Help Desk. This request would be supported by a supervisor.
msg ZICHAT/CAE/Wrong Queue
I'm glad I was able to help you. Do you have any other questions or concerns I can help ZICHAT/Chat Wrap you with today? msg Up/Closing Is there anything else I can assist you with today? I will be happy to help you.
ZICHAT/Chat Wrap msg Up/Closing
Is there anything else I can help you with today?
ZICHAT/Chat Wrap msg Up/Closing
Is there anything I can help you with today? I'll be happy to assist you further.
ZICHAT/Chat Wrap msg Up/Closing
Now that we've escalated your ER Ticket and reviewed the details, do you have any additional questions or concerns today?
ZICHAT/Chat Wrap msg Up/Closing
Now that we've resolved your issue(s) and reviewed the details, do you have any additional questions or concerns today?
ZICHAT/Chat Wrap msg Up/Closing
Thank you for your patience, the modem 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 eMTA was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the Gateway 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 DTA was added to the account. Is there anything else ZICHAT/Chat Wrap 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 else ZICHAT/Chat Wrap 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 anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the equipment was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
Thank you for your patience, the CableCARD was added to the account. Is there anything else I can assist you with today?
ZICHAT/Chat Wrap msg Up/Closing/Equipment
It's been a pleasure helping you today. Thank you for contacting the Central Division Help Desk and have a great day.
ZICHAT/Chat Wrap Up/End 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 have a great day.
ZICHAT/Chat Wrap Up/End msg Chat
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 ZICHAT/Chat Wrap Up/Taking 5 minutes to assist in resolving their issue using the number that you provide me. msg the Call 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.
ZICHAT/Chat Wrap Up/Taking msg the Call
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. msg ZICHAT/CHSI/Equipment/EOL 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 Approved Devices is available to email to customers.
msg ZICHAT/CHSI/Equipment/EOL
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 msg ZICHAT/CHSI/Equipment/EOL 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 Voice Approved Devices is available to email to customers
msg ZICHAT/CHSI/Equipment/EOL
May I please have the MAC Address of the device/s?
ZICHAT/CHSI/Equipment/Veri msg fcation/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 0 to 9.
ZICHAT/CHSI/Equipment/Veri msg fcation/MAC
May I please have the Manufacturer of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Manufacturer
May I please have the Model Number of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Model
May I please have the serial number of the device(s)?
ZICHAT/CHSI/Equipment/Veri msg fcation/Serial
The cable modem does not appear to be online, please verify all connections including ZICHAT/CHSI/Equipment/Veri power are properly connected with the customer. msg fcation/Troubleshooting The eMTA does not appear to be online, please verify all connections including power ZICHAT/CHSI/Equipment/Veri are properly connected with the customer. msg fcation/Troubleshooting The equipment does not appear to be online, please verify all connections including power are properly connected with the customer.
ZICHAT/CHSI/Equipment/Veri msg fcation/Troubleshooting
Thank you for your patience, in order to add the eMTA to the account the equipment will need to be online and the frmware update would need to be completed.
ZICHAT/CHSI/Equipment/Veri msg fcation/Troubleshooting
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.
msg ZICHAT/CHSI/Username
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. msg ZICHAT/Feedback 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.
msg ZICHAT/Feedback
I apologize for the wait. Please bear with me as I take a moment to review your request.
msg ZICHAT/Hold
I apologize this is taking more time than usual. Please bear with me as I fnish processing your request.
msg ZICHAT/Hold
I am working on your request. Do you mind waiting a few minutes while I complete the necessary steps to process your request? msg ZICHAT/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?
msg ZICHAT/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 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 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
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
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?
msg ZICHAT/Hold
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? msg ZICHAT/Hold 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.
msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold
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?
msg ZICHAT/Hold
Thank you very much for patiently waiting. I apologize for it being a little longer than expected.
msg ZICHAT/Hold
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?
msg ZICHAT/Hold
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?
msg ZICHAT/Hold msg ZICHAT/Hold msg ZICHAT/Hold
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? msg ZICHAT/Hold Thank you. I will be back with you shortly. msg ZICHAT/Hold Please give me just a couple of minutes to submit this ticket. msg ZICHAT/Hold
Tittle
Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding Acknowledge with Empathy or Understanding
Tech Visit
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
Service xder
Take Ownership Take Ownership Take Ownership Capture Email Address
Verifcation/Authorized User
Verifcation/Authorized User
Verfcation failure
Verifcation/Authorized User
Verifcation/Authorized User
Verifcation/Failure
Verifcation/Failure
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Gather Info
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Verifcation/Security Question and PIN
Health Check in Einstein
HC
Health Check in Einstein
Outage
Health Check in Einstein
Outage
Health Check in Einstein
Outage
Probe to Understand/CHSI
provisioning
Probe to Understand/CHSI
Probe to Understand/CHSI
Internet issues
Probe to Understand/CHSI
Wireless
Probe to Understand/CHSI
Probe to Understand/General
Probe to Understand/General
Connection issues
Probe to Understand/General
Probe to Understand/General
Probe to Understand/General
General
Probe to Understand/General
General
Probe to Understand/General
General
General
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Account
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
Troubleshooting/Activation
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 Expectation setting Customer/Account
Expectation setting Customer/Escalation Ticket
Expectation setting Customer/Escalation Ticket
Expectation setting Customer/Escalation Ticket
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
tech visit expectation setting
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 Pitch Additional Comcast Services/Rebuttal Pitch Additional Comcast Services/Rebuttal
Pitch Additional Comcast Services/Service Protection Plan
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize and Educate on Self Service Customers Issue/Activation-Install
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/Confrmation-Reference #
Summarize & Educate/ Self Service Customers Issue/General
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services
Summarize & Educate/ Self Service Customers Issue/General/Online Services Summarize & Educate/ Self Service Customers Issue/General/Outage Summarize & Educate/ Self Service Customers Issue/General/Sales Summarize & Educate/ Self Service Customers Issue/General/Sales
Offer Survey Reminder Close the Chat Close the Chat Close the Chat
Close the Chat
Close the Chat
Close the Chat Close the Chat Close the Chat
Close the Chat/Inactivity Close the Chat/Inactivity
Close the Chat/Refer
Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer Close the Chat/Refer Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer
Close the Chat/Refer Close the Chat/Refer Close the Chat/Sales Close the Chat/Transfer Close the Chat/Transfer
Close the Chat/Transfer Gratitude Gratitude Gratitude Gratitude
Gratitude/Feedback
Gratitude/Feedback
Alerts
Alerts
Alerts Alerts
CHSI
CHSI General General
General
General
General General General General
General General Sales/Credit Check
Sales/Credit Check
Sales/Credit Check Sales/Gather Info Sales/Gather Info
Sales/Install Details Sales/Serviceability Sales/Serviceability
Sales/Serviceability Sales/Serviceability
Outage Issues Division
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
DOC ID
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 confguration 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
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?
Document ID HOW10188
XFINITY Latino Packages Overview
Document ID PRD1294
XFINITY Latino Packages - West Division
Document ID PRD1286
XFINITY Internet Speed Tier and Package Overview
Document ID PRD1055
XFINITY Internet Available Speeds - West Division
Document ID PRD1347
XFINITY Internet Speed Tiers Comparison
Document ID PRD1040
Internet Plus XFINITY Internet Product Overview
Document ID PRD1266
Blast! Plus
Document ID PRD1122
XFINITY Voice Product Overview - Agent
Document ID PRD1069
International Calling Plans for XFINITY Voice - Packages Overview
Document ID PRD1091
DOC ID HOW7023 HOW7024 HOW7025 HOW7026
HOW3730
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 Emails undelivered Emails bounce back Wifi Not working Secondary email address HTTP ERROR 400 reason Authentication Failed Trying to set up email on my new ipad / Any external Device Customer trying to watch online TV (Not on Xfinity Website) Cx's has issues with Data usage xfinity tv to go How do I enable/disable the hotspot? Trying to setup up bridge wirelessy / Setting Firewall Changing SSID / Wifi Channels Streampix does not work I am getting copyright notices in my browser and I can't figure out how to confirm/stop the notices. Xfinity App not working on mobile TV app on mobile not working UID Scenario Unable to login to Xfinity Account Username Transfer Cannot login with secondary username Unable to login / Cx getting UH-Ah screen Username & password not match Username Creation Secondary username
Issue View and Record Programs Install Norton Manage Registered XFINITY WiFi Devices Manage Email Deletion Settings: Restore Deleted Emails:
All email settings Configure Email Client Settings Recordings on XFINITY TV App for Android Devices XFINITY Connect New Look Print or Export Contacts Latino Channels Making a Payment Online Without Logging In Create Your Watchable Router/Gateway Login XFINITY WiFi Home Hotspot On or Off: Use VPN: Enable/Disable Bridge Mode from CX Prot Forwarding: Change WiFi Name/Password Guests WiFi: Authorize/De-Authorize Device for Streaming Download Recordings/On Demand to Your Device
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 Cannot send emails Cannot send emails Cannot Surf/ No Connectivity Mail Client Setup Issues Mail Client Setup Issues TVEverywhere Issues Usage Meter Downloadable App / Refer to CSA XFINITY TV Go XFINITY WiFi Hotspot Issues XFINITY Wireless Gateway Settings XFINITY Wireless Gateway Settings XFINITY TV Go General Security Issues XFINITY TV Go XFINITY TV Go ITG Login Issues / Unable to Login to Xfinity Sites Transfer of UID/Login From Old Account Login Issues Password reset/Login issue Password reset/Login issue UID creation issues Secondary UID creation
Resolution Doc ID HOW8502 HOW11014 HOW9579 HOW3606 HOW9922
HOW6328 HOW4168 HOW8017 TLK2853 HOW3582 PRD1292 HOW11026 HOW10483 HOW3501 HOW9107 HOW3742 HOW8383 HOW9942 HOW10645 HOW10859 HOW10046 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 Appreciating Customer In between the issues
Issue Fixed.
Empathy Statements General Creating the unspoken suggestion that your company values feedback, and takes matters of this kind extremely seriously. Being transparent Demonstrating your respect for the customer’s opinions and your sympathy for his or her personal predicament Angry customers I’m so sorry that you feel this way, Mrs Brown… As a solution, may I suggest that… What I’ll do right now is 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. 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 fx we can disc Customer name, it looks like the issue is more complex and it needs to perform an advance troubleshooting steps
Education and Expectation Settings Issue
Slow Internet ( Wireless Connection )
Online Streaming
Slow internet on wired connection Performing provisioning and educating / tech visit advised
Email issue on client
Norton activation issue
Survey
New additions Wi-Fi issue (port forwarding/ open NAT/ unblocking the ports
Summarization
Email Issues
Slow Speed
Intermittent Connection
No internet
Wi-Fi
No Response Spiels No Response Warning 1 No Response Warning 2
No Response Warning 3
Technical Difficulties
Technical Difficulties
System latency
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 c issue related to xfnity . For any specifc 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 And That said, generally I am able to resolve the issues via following steps.
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 satisfed with the resolution provided my me today ? Are you satisfed 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 ? 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.xfnity.com/help-and-support/selfservice/
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
That said,generally I am able to resolve the issues via following steps.You could email this chat to record these ste 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 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 signifcant 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 (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
You can also troubleshoot Your Internet Connection with the XFINITY My Account App- https://customer.xfinity.com/help-andsupport/xfinity-apps/my-account-app-internet-mobiletroubleshooting You can also visit www.xfnity.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. 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 españ Hispano hablante, que será capaz de contestar sus preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-7
Opening I’d be delighted to assist. Certainly, I’d be happy to assist you with that today.
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 . Thank you for helping me fx the issue today. I really appreciate you for helping me fx the issue today. Let me tell you that you have been really great while helping me fx the issue today.
Empathy Statements I understand what you mean’ I understand why you would think that way’. “Thank you so much for letting us know about this…” “I’d just like to ask for a little further information, cx name…" “You’re absolutely correct, Sir/Madam…” Closing I’m happy that I was able to assist you today. Your satisfaction is a great compliment to us, (insert name). Thank you for being a great customer. We value your relationship. 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.
SETTING EXPECTATIONS esolve this issue. Should your issue require more advanced troubleshooting to fx we can discuss other options and fnd the best solution for you. Is that okay? needs to perform an advance troubleshooting steps
WCC expectations
Setting expectation with cx that wireless issue will be taken care by the wireless team.
Educating customer that we found the cause of the issue and will be fxing it however it will take few hours to get updated.
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.
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
Probing / checking if the Norton is properly installed / then referring to Norton support
Giving survey reminder and taking acknowledgement
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
Issue Resolved
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.
Thanks for letting me resolve your issue for today. Just to recap, we have informed you that this is Email confguration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.
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 fne) which resolved the issue today .
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 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 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
You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we still connected? Please let me know that we are still connected. Thank you.
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/
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. 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.
r 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 : http://customer.xfini
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/
http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password And Follow Self help and future recommendation Statements
xperience and relationship with comcast ?
ow I assisted you and resolved your issue on the chat. Can I count on you for that?
perience in this chat interaction with me.
h me. I’ll be happy to read them. button. I really appreciate your cooperation. 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:
Tips
Tricks
Good Steps
Issue Type
resolve the issues via following steps.You could email this chat to record these steps for reference
Wi-Fi connectivity issues
Intermittent/Slow connectivity
Unable to connect to Wi-Fi/Authentication issues
Cx can open this link on mobile and t/s their desktop.
General Self help
Spanish customer
embargo en este momento Comcast no ofrece la charla de apoyo en español. Llame por favor al 1-800-934-6489. Usted puede solicitar s s preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-782-3561 HSD, CDV, o Video en español: 888-780-8571
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… Many of our customers prefer to do/use…
Provide a sense of immediacy We’ll look into this for you right away, I can see where the problem is,Cx name What I’m doing for you right now is… That’s now been done, Mrs Brown… That is a fantastic alternative…
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? I have that information here for you now, I will just get it for you Thank you for staying on the line
best solution for you. Is that okay?
Spiels
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? Thank you for waiting. I see that there's a missing code of the subscription of your Xfnity 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.
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.
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.
Probing Education: If you successfully installed Norton Security there's no need to activate it.
Education
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 verifed 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. Resolution communication 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 xfnity.com/help Thank you for choosing XFINITY. Take care
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 Unresolved " 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 (___) .
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 fne. 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
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
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 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
u can visit self help link : http://customer.xfinity.com/help-and-support/selfservice/ " for any
1 Temp check Statement
1FCR statement
800-934-6489. Usted puede solicitar ser transferido a un representante ideo en español: 888-780-8571
The steps are for Windows only
U p
REP SAT ESSENTIALS I.
Verification- handling no verification \ failed verification.
Passed Verification – Congratulations! You have cleared the security verification on your account. Let’s
Failed Verification (CHSI) - I see that we are unable to verify security details. Verification is required to
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For ad Would you like to proceed?
II.
Check History
After verification, we have to check the history of the customer’s account by checking the acc 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.
OR I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies 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 dur Location of the device
-
I would request you to please check your device location, it should not be installed near any electronic dev 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 sinc
For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disco
For Wired Connection:
In order to resolve your connection issue, I will do remote troubleshooting and also may have to ask you t
If a technician visit is required, I will schedule the same and share the details with you. You will not be cha
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 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 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 n
To recap, you chatted for the (_______) issue , I have refreshed the signals of your modem and ( ALL TH I have also placed a note on your account about this issue for the benefit of the technician who will resolv
VII.
VIII.
Self-help option – Split at chat type level(SCHOLAR LINK)
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
UID CHAT FLOW ESSENTIA
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 secu unauthorized access and fraud.
That said, I will be glad to assist with your primary concern for which you were trying reset the online acco 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 fo -
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
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 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 resolv
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 cu
3. Mobile customers are also able to fill surveys, ensure equal treatment is pract 4. Customer gets survey post chat closure & the process is same.
Automatic Opening Ex Greeting
Assurance
For mobile customers
Expectation setting
Verification (Primary)
Verifcation Failed
-
Explain the reason why CANNOT PROCEED
2nd Rebuttal for irate customer due to failed verification check -
Verification Passed Probing
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Verification (Secondary) if required
Thanks for permission Post Verification Unable to verify If customer not at home
CPNI Not Possible
EMAIL CPNI Reset Code sharing Expectation Setting - Pre-resolution
Reset code Via Email
Mobile customers
Customers with Mobile Phone Access
Customers without Mobile Phone/ e-mail Access
Customers without Mobile Phone/ e-mail Access
LOGIN Y/N Link (Optional) Confirmation of login
Future Recommendation
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 t
You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity
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 w For any specifc 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
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing
Closing
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.
As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected. Before we begin, Let me inform you that I will share the user name and reset code in the chat after the verifcation is completed.
·
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 confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account.
Please confrm 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# un the device or at it's rear.
Thank you for verifying. Unfortunately, the information doesn't match with our records. Please recheck? Do Secondary verifcation ( Row 41) I understand the urgency of helping you login to your online account however we are unable to verify security details. Verifcation 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? 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.
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?
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 . 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 frst statement followed)
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?
CUSTOMER, please provide an email address to associate with your account for receiving notifcations and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it?
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 proper
I am now done checking your account. Congratulations, your modem signals are optimized and stable.
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 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 verifcation. Are you at home to take a verifcation 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 verifcation 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 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 onli 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 us on 1-800-934-6489 and we will defnitely 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
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 to do that at a later time?”
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]) ? 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 Xfnity account.
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. 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 Xfnity.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 confrm it is correct, and click the Next button to proceed.
You will then see a confrmation screen and be automatically redirected to sign in to your account. The confrmation screen says "All set! We've updated yo password and you can now sign in to your account." 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://xfnity.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 Xfnity account Please confrm if you are able to log in and your issue is resolved? You can also sign in at https://customer.xfnity.com/Secure/Home.aspx. Please let me know if you are able to log in /Sign in into your online Xfnity 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.
d 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.
//customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-accoun
ount 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
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ 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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ved ? y? now closed?’
ution provided by me today ?
" 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 sen the CPNI( security PIN), also I have provided you the correct department/phone number that you may call for assured assistance and resolution for you concerns. The reference number for today's chat is ( ___).
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 fo 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 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. Is there anything else I can assist you with ? 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?
“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 i 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!
OR OR Ver 2 Ver 3
( If SSO is yes) If the "i" window/customer is not authorised)
If cx doesn’t have SSN /not listed on account
Note : Ask the customer why was he\she trying to reset the password Possible that customer wants to pay his\ her bill
Re p
Sa tE
ss en tia l
IF YES,Then take the payment
Update ver4
Ver 3
Ver 3
Ver 3
Ver 2
Saves FCR
-account-app-internet-mobile-troubleshooting
you can do online by checking out http://customer.comcast.com
Common - My account
for connectivity OR
ic items , and interference . . These devices are available for purchase at many retailers
Rep sat Essential Rep sat Essential
the customer why was he\she trying to reset the password
ble that customer wants to pay his\ her bill
ES,Then take the payment
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.
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Resolution Confirmation - Previous Issue
Email capture
Health Check Result
Probing
Expectation setting
Troubleshooting Incoming Email (Web mail)
Incoming Email (Client)
Outgoing mail (Web mail)
Outgoing email (Client)
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 t
You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity 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 w online by checking out http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
And
If Resolved -Summarize
If Not resolve- resolution communication
If Not resolved- Summarization
Additional assistance
Survey Pitch
Closing
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes the current status of your equipment and your services. It should only take 2-4 minutes for the results.
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 notifcations and alerts from Comcast?
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? Or Do you have an issue with sending or receiving email? 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?
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.
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?
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 ,HOW4382-Firefox 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. I will send a test mail to you to check if you are receiving mails now, is that ok? 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 flters 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 confrm 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 fnished, click Save. In case if you are unsure of the sender of the email. In that case, you may fll 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 identifed as a safe email address, we will unblock it from the server so you can receive their email messages and notifcations. Suspend and activate the account frst 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 frst I will request you to please follow these simple steps. 1. Clear the browser’s cache, cookies and history. 2. Close the browser and re-open the browser. 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: felds 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 identifed 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.
Suspend and activate the account frst 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
ave 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.
om/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-
ills, 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
day ?
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 signifcant 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 (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
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 confguration issue and there is no issues with your email account; we also advise you to temporarily use another browser when accessing your email online.
At this point, we need to arrange a call from the tech team which will help you fx the issue. There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you.
"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!
OR
Ver 2 Ver 2 ver 3
( If SSO is yes)
Update ver4
outgoing emails
Domain is blocked Email address is incorrect
Click Here for email Configuration steps
https://customer.xfnity.com/help-and-support/internet/email-client-programs-with-xfnity-email **PLEASE REFER EINSTIEN FOR REF DOC IDs** Clear Cache and Delete Cookies for different browsers Safari Internet Explorer Firefox 9.x/10.x Browser Google Chrome
Document ID HOW7024 Document ID HOW7023 Document ID HOW4382 Document ID HOW7026
Firefox
Document ID HOW7025
Domain blocked
these steps.
upport/xfinity-apps/my-account-app-
ke a look at everything you can do
Common - My account
nt/
wait till the modem will be back online and
rly to the wall as well.
vated ,in upright position and away from getting a Wi-Fi extender may be a helpful
d of your in-home Wi-Fi network.
1 Temp check Statement
1FCR statement
mail issue, I checked your username alternate browser and found out that when accessing email.
our email account; we also advise you ne.
fx the issue.
hooting and resolve this for you.
tus, refreshed your username, cleared ersists, for further assistance we are hooting. The reference number for
so we can continue to improve the ttom right of the chat screen.”
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Health Check Result
Expectation setting
Probing
Troubleshooting Speed test If Wireless connection
Cx education Provisioning
Before Provisioning -Expectation setting
If speed has improved
If speed has not improved
We would perform a few steps now due to which you will temporarily get disconnected, but please do not close this session as we will be reconnected once the modem is back online. Please inform me once done. Thank you very much. (Give provisioning expectation setting) These are the steps on how to bypass the router if connected/at the same time we will power cycle the router :This usually fxes most types of issues related to signals. Please follow the steps below: 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 battery back up modems, power cycle won't work: Bypass the router and follow below steps: 8. 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.
Thank you for performing the power cycle. Please check if you can now connect to the internet. Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. Please do the following: Go to http://speedtest.comcast.net Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. For this i will request you to directly connect your computer to the modem device for best results. 1. Go to http://speedtest.comcast.net 2. Select the nearest point for your area 3. Click Begin Test 4. Copy the complete link of the result that starts with : http://stage.results.speedtest.comcast.net/result/ 5. Provide the result link to this session The result links are needed in order for us to do a system back end server speed check to determine signal drops and fluctuation points.
Scheduling Technician
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 t You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ 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 w by checking out http://customer.comcast.com For any specifc 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 And That said, generally I am able to resolve the issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing Closing
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes 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 notifcations 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. 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. 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. 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?
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 fx 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 . 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
HEALTH CHECK IN GS IS GREEN
Router Bypass Unplug the Ethernet wiretemporarily connected get fromdisconnected, the modem to router disconnect m a few steps 1. now due to which you will butthe please dotonot close thisrouter session as we will be 2. Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection ce the modem is back online. Please inform me once done. Thank you very much. (Give provisioning expectation setting) 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 n how to bypassPlease the router connected/at same time we will power cycle the router usually fxes most types of do theifspeed test at: the http://speedtest.comcast.net and provide the :This link of the result. als.
s below: and Router from the power source to turn it off. l cable at the back of the modem
Coaxial cable to the back of the modem and make sure that the other end is connected properly to the wall as well. nd Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection m to the power source to turn it on and wait for all lights to sync. fully sync, check for internet connection.
odems, power cycle won't work: Bypass the router and follow below steps: he 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 k for connectivity
est at: http://speedtest.comcast.net and provide the link of the result.
Thank you for performing the power cycle. Please check if you can now connect to the internet.
een refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. Please do the following: Go to http://speedtest.comcast.net refreshed, let us now do a speed check to ensure that you are getting the right speed for your account. For this i will request your computer to the modem device for best results.
st.comcast.net oint for your area
nk of the result that starts with : http://stage.results.speedtest.comcast.net/result/ k to this session
ded in order for us to do a system back end server speed check to determine signal drops and fluctuation points.
Are you using Splitter in between the cabl
Yes
Could you please remove the splitters and check the direct Modemto-PC connection?
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 fne 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 fnally, 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 beneft of the technician who will be working on this incident to resolve it for good.
anding 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. k :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/m hooting t 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 ustomer.comcast.com may also visit http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/
http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password And Clear Cache, Cookies .Try Different browser . Do hard reset to the modem by pressing by theplacing reset hole the back of it forin5an seconds untiland thecentral lights turn off and wait till,in theupright modem will beand backaway online For aBetter connectivity, limit interference your at wireless gateway open area location , elevated position from connectivity OR . and interference If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a help devices are you available for purchaseget at many retailers Also check, may accidentally connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ment
resolved ? e today? sue is now closed?’ resolution provided by me today ?
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 fne which resolved the issue today . 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. 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. 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 prov take survey by clicking the "End Chat" button at thebutton. bottomYour right of the chatisscreen.” Thankthe you! you may click the "Exit Chat" and "Takelocated Our Survey" satisfaction our priority. Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3 Please follow ITG
( If SSO is yes)
Update ver4
To be removed
if 3rd party Age of issue
Number of devices.
Retravision
HEALTH CHECK IN GS IS NOT GREEN
Are you currently home with access to the affected modem for us to do the preliminary troubleshooting? Get the MAC # o the Modem & provisioned the device from HSI Tab.
Are you currently home with access to the affected modem for us to do the preliminary troubleshooting? Get the MAC # o the Modem & provisioned the device from HSI Tab. Have you tried to directly connect your computer to the modem device? If not, I will request you to please connect your computer directly to the modem with an Ethernet cable.
If router is used in between These are the steps on how to bypass the router 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 ti 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.
Let us frst do a complete power cycle on the equipment. This usually fxes most types of issues related to signals.
We will temporarily get disconnected but please do not close this session as we will be reconnected once the modem is ba online., in case I am not available just refresh the chat window and you will get another representative who will help you. P inform me once done. Thank you very much .
Please follow the steps below: 1. Unplug the modem 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 t well. 5. Plug back the modem to the power source to turn it on and wait for all lights to sync. 6. Once the modem is fully sync, check for internet connection
Thank you for performing the power cycle. Please check if you can now connect to the internet.
Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your acco following: Go to http://speedtest.comcast.net
Since the line has been refreshed, let us now do a speed check to ensure that you are getting the right speed for your acco you to directly connect your computer to the modem device for best results.
1. Go to http://speedtest.comcast.net 2. Select the nearest point for your area 3. Click Begin Test 4. Copy the complete link of the result that starts with : http://stage.results.speedtest.comcast.net/result/ 5. Provide the result link to this session The result links are needed in order for us to do a system back end server speed check to determine signal drops and
ween the cables?
ct Modem-
No
steps. t/xfinity-apps/my-account-appok at everything you can do online
Common - My account
beand backaway online and check foritems , on from electronic
er may be a helpful option. These Fi network.
1 Temp check Statement
1FCR statement
service we provide to you. You can
minary troubleshooting? Get the MAC # of
minary troubleshooting? Get the MAC # of
will request you to please connect your
ect router nnection seconds until the lights turn off and wait till the result.
types of issues related to signals.
will be reconnected once the modem is back nother representative who will help you. Please
t the other end is connected properly to the wall as
o
sync.
Please wait for 4-5 minutes for the customer to return on chat
to the internet.
u are getting the right speed for your account. Please do the
u are getting the right speed for your account. For this i will request
dtest.comcast.net/result/
check to determine
signal drops and fluctuation points.
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting Unscrew Coaxial Cable
Disconnecting Splitter
Cx education
Provisioning resolution information
Before Provisioning -Expectation setting
Before Provisioning -Expectation setting
Scheduling Technician
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 t 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-su
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 w http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
Temperature Check Statement FCR
And
Do you consider the issue resolved ? Have I resolved your issue today? Do you agree that your issue is now closed?’ CAE Are you satisfed with the resolution provided by me today ?
Summarisation - if issue fixed
Not Resolved Summarization
Final Part - summarisation
Additional assistance
Survey Reminder/Closing Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa 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.
I am here to provide you excellent customer service. Let's work together to get your issue resolved today. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic your services. or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm 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 notifcations 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 de
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 hig 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 yo 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 confi For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 :
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. I 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. 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?
Please try to unscrew the coaxial cable at the back of the modem and touch the tip by your fnger before screwing it back in. This will he removing static from your connection and is safe.
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 sp 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. 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 fx this permanently is to re-provision the modem through which the internet service is working . After a succes registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed con
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. Thi 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 m all troubleshooting steps performed till now.
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 fne 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 fnally, 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 beneft of the technician who working on this incident to resolve it for good.
peration. 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. omer.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-trou
unt 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
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/ http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d retailers Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
ed ? ? ow closed?’
tion provided by me 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 c 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 c 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 b /advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for 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 prov clicking the you "Endmay Chat" located the"Take bottom of the chat screen.” Thank you! clickbutton the "Exit Chat"atand Ourright Survey" button. Your satisfaction is our priority. Thank you for choosing XFINITY. Have a great day!
OR Ver 2 Ver 2 Ver 3
( If SSO is yes)
Update ver4
Please follow ITG
Please follow ITG
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.
If Wireless Customer education Age of issue
Number of devices.
Provision
roubleshooting
n do online by checking out
nnectivity OR
ms , and interference . e devices are available for purchase at many
Common - My account
1 Temp check Statement
1FCR statement
In case of close ticket/ I am glad to inform that this fxed the issue.
rovide to you. You can take the survey by
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Health Check Result
Expectation setting
Probing
Troubleshooting
Wi-Fi Not working
Wi-Fi Not working
Scheduling Technician
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 t
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-su
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 w For any specifc 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
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization - if issue fixed
Not Resolved Summarization
Additional assistance
Survey Reminder/Closing
Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa I hope you are doing well.
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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic OR
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifcations 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 de
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 hig 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 yo 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 confi troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 fne with the same connection? Is your internet working on wired connection on this device? 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?
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 confrm 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 Internet isn't working on one computer
•If you've recently changed or upgraded your frewall and/or antivirus software, disable them. If this resolves the issue, contact the softwa •If you upgraded to Windows XP, make sure the Windows frewall 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 :
Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all t 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 beneft of th working on this incident and resolve it for good.
tanding 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.
k :" 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-inte
rrent 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 everyt
u may also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
Statement
e issue resolved ? r issue today? our issue is now closed?’
th the resolution provided by me today ?
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 chan connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the 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 modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retri
Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and bes troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat inte 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. 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 prov located at the right the chat Thank you! youbottom may click theof"Exit Chat"screen.” and "Take Our Survey" button. Your satisfaction is our priority.
Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3
( If SSO is yes)
Update ver4
Or
and
if yes- issue is with the wireless configuration' Age of issue
Number of devices.
hooting
ine by checking out http://customer.comcast.com
Common My account
r purchase at many retailers
1 Temp check Statement
1FCR statement
take the survey by clicking the "End Chat" button
Automatic Opening Ex
Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Outage
Expectation setting
Probing
Troubleshooting
If the modem comes online then provision the modem or else schedule techn
T/s result
Reprovisioning
Before Reprovisioning -Expectation setting
Check for resolution
Technician visit
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 t
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-su
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 w http://customer.comcast.com For any specifc 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
That said, generally I am able to resolve any internet related issues via the following steps.
And
That said, generally I am able to resolve any internet related issues via the following steps.
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 satisfed with the resolution provided by me today ?
Summarization - if issue fixed
Not Resolved Summarization
Additional assistance Survey Reminder/Closing
Self Help Closing
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your informa I hope you are doing well.
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. 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
Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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# un 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. Verifcation 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 v 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 frst statement followed)
Let's now fgure 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 devic or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifes the current status of your equipm should only take 2-4 minutes for the results. CUSTOMER, please provide an email address to associate with your account for receiving notifcations 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 de
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 hig 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 yo 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
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 confi troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and 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 fne with the same connection? Is your internet working on wired connection on this device? 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?
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. I 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 spl
Now, can you please try to unscrew the coaxial cable at the back of the modem and touch the tip by your fnger before screwing it back 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 disconnecte Next, re-connect the power make sure it's frmly 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
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 and it's much better than before.
What we are going to do to fx this permanently is to re-provision the modem through which the internet service is working . After a succes 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 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 me 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 t fne 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 earliest available schedule we have. I have also made a detailed report on this matter for the beneft of th working on this incident and resolve it for good.
ng 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.
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-m
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 com also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.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 conn 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 If you wish to access the Internet on your Wi-Fi network while at a signifcant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These d Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfnitywif or XFINITY) instead of your in-home Wi-Fi network.
tement
ue resolved ? ue today? issue is now closed?’
he resolution provided by me 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 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 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 a troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for th And There will be no additional steps required to resolve this as all the steps have been taken from my end to resolve your 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 prov clicking the you "Endmay Chat" located the"Take bottom of the chat screen.” Thank you! clickbutton the "Exit Chat"atand Ourright 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 fo Thank you for choosing XFINITY. Have a great day!
Ver 2 Ver 2 Ver 3
( If SSO is yes)
Please follow ITG
Update ver4
Wireless
Age of issue
Number of devices.
ting
e by checking out
Common My account
for purchase at many retailers
1 Temp check Statement
an take the survey by
1FCR statement
Steps to set WIFI:Can you please access http://10.0.0.1 Please confrm 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 fve 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 "confrm 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.Confgure your router in compliance with the manufacturer's guidelines.
Internet isn't working on one computer •If you've recently changed or upgraded your frewall 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 frewall 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)
nes, and VOIP.
1800-XFINITY
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
Failed Verification (CHSI)
History Check-if any previous notes are updated in the account If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting
Resolve/Address Issue(s)
If customer is Unable to View the details
If there is no Data Capping in the area
Summarization
Not Resolved Summarization
Not Resolved Summarization
Cx appreciation
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 t
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-su 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 w can do online by checking out http://customer.comcast.com For any specifc 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
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 satisfed with the resolution provided my me today ? Is there anything else I can do to improve your experience and relationship with Comcast ?
Survey Reminder/Closing
Self help Closing
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. 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. 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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. Verifcation 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 verifcation 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 frst statement followed)
Let's now fgure 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" verifes 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 notifcations 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 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. 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 .
Let me provide the steps to view the data usage on your account. 1. Please go to My Account once logged in. 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. 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.
As mentioned earlier, Data capping has been suspended. You can enjoy surfng the internet anytime with no additional cost. Comcast will defnitely 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.
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 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. I thank you for your understanding all throughout this chat.
nding 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.
:" 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-intern
ent 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 everyth ing out http://customer.comcast.com
may also visit
http://customer.xfnity.com/help-and-support/ http://customer.xfnity.com/service-center-locations http://customer.xfnity.com/service-center-locations https://www.comcast.com/localization/localize.cspx?referer http://customer.xfnity.com/help-and-support/phone/resend-your-security-pin-via-my-account/ http://customer.xfnity.com/help-and-support/account/
http://customer.xfnity.com/help-and-support/billing/ http://customer.xfnity.com/help-and-support/selfnstall/ http://customer.xfnity.com/help-and-support/account/changing-or-resetting-your-password
Statement
issue resolved ? issue today? ur issue is now closed?’
h the resolution provided my me today ?
e 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 prov 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 xfnity.com/help Thank you for choosing XFINITY. Have a great day!
Or Or or or
( If SSO is yes)
Update ver4
ccount-app-internet-mobile-
look at everything you
Common - My account
1 Temp check Statement
1FCR statement
service we provide to
Automatic Opening Ex Greeting
Assurance
For mobile customers
Verification (Primary)
Verification Passed
History Check-if any previous notes are updated in the account If not Resolved
Health Check
Email capture
Health Check Result
Health Check Result(Hurricane/Natural Disaster)
Expectation setting Probing Troubleshooting USE THIS SCRIPT IF YOU CAN SEE THE ETR IN Einstein
USE THIS SCRIPT IF THERE'S NO ETR IN Einstein
USE THIS SCRIPT FOR Online TV Outage
Resolution - If issue persist after outage Resolution Communication
USE THIS SCRIPT FOR OUTAGE INCLUDING CDV
Summarization
Summarization - If issue after outage time faced
Cx appreciation
Self help
Self help
Self help -Mobile Customers
Closing
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. 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 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 Please confrm the complete name of the account holder as listed on the account? For account security & verifcation, 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 & verifcation purpose, please confrm your Comcast account number or the driver's license number listed on the account. Please confrm 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 you also chatted for " _________" related issue , was it completely resolved? OR Upd I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . ate 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 frst ver statement followed) 4
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" verifes 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 notifcations and alerts from Comcast? I see that there is an email address already registered on your account, would you like to update it? 1. Pull up the account ,check Einstein outage notifcation tab
v4
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. V4 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 outage is related to the recent natural climatic disaster. Our engineers and technicians are working on it to resolve this as soon as possible New
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? 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.
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. 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. 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. I thank you for your understanding all throughout this chat. 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.xfnity.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.xfnity.com/alerts/.
Thank you for choosing XFINITY. Have a great day!
( If SSO is yes)
GO BACK TO SLOW INTERNET CONNECTION
New
A. Verification 1. Does iButton show that customer passed SSO authentication? 2. Have I fully verifed 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 gu 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 **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 in Eservice Ticket, and Callback Details) **Einstein Doc ID POL1121 - Commenting an Account Published February 16, 2015
Port Forwarding / Port Triggering Help https://customer.xfnity.com/help-and-support/internet/port-forwarding-xfnity-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 e 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
Port Triggering monitors outbound traffic. When the router detects traffic on the specified outbound port, it remembers the IP address of the co 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 e (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 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. Otherwis 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 sele 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 servic 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 s
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 co 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, St 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 config 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 Xfnity Voice Support Number Advanced wireless Support Team Number Activation Team Number Eloa Confrmation 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.xfnity.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.xfnity.com/help-and-support/internet/email-client-programs-with-xfnity-email
Comcast-Supported Routers, Gateways, and Adapters :
http://customer.xfnity.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.xfnity.com/help-and-support/internet/forgot-password-for-your-router/
MAC Support : http://forums.xfnity.com/t5/E-Mail-and-Xfnity-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.xfnity.com/help-and-support/internet/internet-connectivity-troubleshooting/ Configure XFINITY Internet Windows Connection Settings:
http://customer.xfnity.com/help-and-support/internet/confgure-xfnity-internet-windows-connection-settings Configure OSX to Connect to XFINITY Internet:
http://customer.xfnity.com/help-and-support/internet/set-up-xfnity-internet-on-mac-os-x
How to Install Your Self Installation Kit (SIK) Devices & Activation number :1-855-652-3446
http://customer.xfnity.com/help-and-support/phone/how-to-install-your-self-install-kit-devices/
Setting changes on Comcast Snooze Caller ID on PC:
http://customer.xfnity.com/help-and-support/phone/snooze-caller-id-alerts/ Set Snooze for Caller ID on TV Alerts:
http://customer.xfnity.com/help-and-support/internet/set-snooze-caller-id-alerts-on-tv
Activate Caller ID on TV Through On-Screen Guide
http://customer.xfnity.com/help-and-support/phone/activate-caller-id-on-tv-through-on-screen-guide Caller ID setup:
http://customer.xfnity.com/help-and-support/phone/about-caller-id Set Up Voicemail for XFINITY Voice:
http://customer.xfnity.com/help-and-support/phone/setting-up-voicemail/ Call Screening:
http://customer.xfnity.com/help-and-support/phone/call-screening/ Call Trace & harassment:
http://customer.xfnity.com/help-and-support/phone/about-call-trace Change your primary user:
http://customer.xfnity.com/help-and-support/account/change-your-primary-account/
Wireless Home Networking Equipment Checklist
http://customer.xfnity.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.xfnity.com/help-and-support/internet/remove-proxy-settings-in-your-browser Accessing and Setup of a Wireless Gateway
http://customer.xfnity.com/help-and-support/internet/wireless-gateway-setup Set Up Your Wireless Network
http://customer.xfnity.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.xfnity.com/help-and-support/account/confrming-or-rescheduling-appointment
manage DVR online
http://xfnitytv.comcast.net/mytv/dvr Connect additional computers to your home network
http://customer.xfnity.com/help-and-support/internet/setting-up-additional-computers-in-a-network/ Channel Lineup
http://customer.xfnity.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 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 Confrmation 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 confrm Confrmation 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 confrmation 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 confrmation 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 confrmation page will display Set up your Comcast voicemail. The frst 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. Confrm 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.xfnity.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.xfnity.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 fll out: Account Name: This identifes 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.
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.
Retrieve Wi-Fi password on Windows without getting Password reset done
Retrieve Wi-Fi password on Windows without getting Password reset done Retrieve Wi-Fi password on MAC without getting Password reset done
Connecting and disconnecting Wi-Fi set up on MAC -Method 1 Disconnecting Wi-Fi set up on MAC -Method 2 Connecting Wi-Fi set up on MAC--Method 2
Comcast DNS Web Site
PSP CONNECTION ISSUE :-
Steps for port forwarding 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 feld. For a service not listed, select Other and type Service Name in the feld. 7. Select the Service Type. The Service Type is the protocol used for sending data over the Internet. The default is TCP/UDP. 8. For the IPv4 Address or IPv6 Address felds, click CONNECTED DEVICE, to select the device on your network and populate these felds. If the CONNECTED DEVICE button doesn't appear on the page: 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.
Login to router settings and follow steps to change Wi-Fi password
Login to router settings and follow steps to change Wi-Fi password No steps used currently by agents
No troubleshooting /Steps No troubleshooting /Steps No troubleshooting /Steps
No troubleshooting /Steps
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 confgure an Internet connection, then select "New Connection." Enter a name for your new connection, when you have fnished selecting your name select "Enter" and hit the "X" button. 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 fnished 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.
New Steps Procedure to resolve
Free Vpn steps: Go to control panel >Network and internet>Network and sharing center> Set up a new connection or netwo internet address as "UK.websitevpn.com" > enter user name as "WebsiteVPN.com" and password as "F
Click start- Control Panel-Network and Internet-Network and Sharing Center-Change adapter settings at left-Right click on W
Click start- Control Panel-Network and Internet-Network and Sharing Center-Right click on Wi-Fi connection name at right sid
Click on Finder (1ST TAB AT LEFT CORNER ON mac PANNEL) -Applications-Utilities-Double click on key chain access to show W Click on Launch pad (2nd Icon at left )-Utilities-Double click on key chain access to show Wi-Fi password
Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic
Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-clic to re-add Wi-Fi connection.
The Comcast DNS website located at http://dns.comcast.net and provides status -
Same to be followed
Run-Commands Ipconfig
IPV4/SUBNET MASK AND DEFAULT GATEWAY DETAILS GETS DISPLAYED WITH THIS COMMAND
Ipconfig/all
Ping
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
Nslookup
Directly gives IP address of particular website and LAN/or server IP
inetcpl.cpl
Takes directly to internet properties of Browser(General/security/privacy and advanced settings also browser reset option settings)
Ipconfig/release Ipconfig/renew Ipconfig/displaydns Ipconfig/flushdns Ipconfig/registerdns
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% If packet loss is 10%/ 20%/70% or some percentage in 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 fles from system Clear recent open fles 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
Close current window Open homepage Open Bookmark manager Toggle Bookmarks on/off View History Open new window Open new tab
CTRL + O CTRL + P CTRL + W CTRL + 9 CTRL + SHIFT + B CTRL + SHIFT + N CTRL + SHIFT + T CTRL + TAB CTRL + PageUp CTRL + PageDown CTRL + (click hyperlink) SHIFT + (click hyperlink)
Open a fle 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
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 Internet connection is intermittent
The Pandora account should be created frst. 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://xfnity.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 frst 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 done Thanks for being a great help in that successfully. helping me fx 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
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