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INDEX Version

UID UID Issue


Email issues
Slow Speed
Ver 1
CHSI Intermittent Connection
No internet
Wif
Recommended Spiels
Important Numbers v2
Important Linksv2 Ver 2
General Information How To v2
Pandora v2
Wif Set up Steps Ver 3
ITG Doc ID
Smart Know How's
Ver 3.1
Port Forwarding 1
Command and OS shortcuts
Sales Checklist Ver 3
Sales
TSR Spiels(In a separate folder)
Data usage Data usage
Ver 3.1
Outage Outage Spiels
Support Centre Spiels with KeywordsSC Keywords
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 Short Wait Expectations


491663 Thank You For Providing That Information
384516 Thank You For Waiting
491940 Thank You
491941 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 Pay Automatic Payment Timeframe


492247 No HD Fee
492251 One Time Courtesy Credit
492252 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 Caller ID on TV and PC


492116 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 Internet Essentials link
492349 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 Incorrect Queue


492519 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 Outage Notifcation from level 1 to level 2 Version2


492558 Additional Probing
492559 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 Confrm Number of DTA


492621 DTA - Verify Shipping
492622 DTA - Order Confrmation Number
492623 DTA - Adult(SIK)

492624 DTA - UPS

492625 DTA - Delivery Days

492626 DTA - SIK Components

492627 DTA Adult (SIK) ver 2


492628 DTA (SIK)List of valid IDs

492629 DTA Refer to Local with instructions

492630 Install Options: Local Office Pickup


491876 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 Email Confrmation


492663 Thank You For Loyalty
492664 You Made Great Choice
492665 Any Other Concerns?

492634 Finished With Account Changes


434942 Close1 Closings

434940 INTRO1 Openings

434941 INTRO2 Openings


434943 Beltway1 Transitions
434945 Beltway2 Transitions
434946 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 Misunderstanding
491764 Concern and Help
491765 So Sorry

491766 Frustration

491767 Continued Frustration

491768 Explain due to Frustration


491769 Typo
491770 Long Wait
491742 Personally Take Care

491743 Questions and Concerns

491744 Right Department


492382 Personally Take Care

492383 Questions and Concerns

492384 Right Department

491760 Helpdesk Agent Name

491820 CAE Name

491821 NT Login
492381 Day Going well - No Info

491795 Work Together

491796 Correction Worked


491797 More Information
491745 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 Pull Up Account


491784 Patiently Waiting
491785 Thanks For Patience

491786 Couple More Minutes

491787 Longer Wait

491788 Appropriate Information

491789 Get Information


491790 Look Into Issue
491791 Research
491792 Work/Check Account
491793 Be Back Shortly
491794 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
1 Chat Flow/A. Acknowledge
I'm sorry to hear that. We would love to keep you as a customer. Is there a particular with Empathy or
reason you want to disconnect? msg Understanding
1 Chat Flow/A. Acknowledge
I'm sorry the self-install kit didn't work out for you. Would you like to try it together with Empathy or
while we're on this chat? msg Understanding
1 Chat Flow/A. Acknowledge
with Empathy or
Let's work together to get this issue fxed for you. msg Understanding
1 Chat Flow/A. Acknowledge
with Empathy or
Let me see if we have any earlier times available. msg Understanding
1 Chat Flow/A. Acknowledge
Hi (CUSTOMER NAME) - this is (AGENT NAME) with Comcast Live Chat support. How with Empathy or
can I assist you? msg Understanding
1 Chat Flow/A. Acknowledge
with Empathy or
I'm sorry this fee wasn't disclosed to you. msg Understanding
1 Chat Flow/B. Take
Let's take a look at your account and fnd something that fts your needs. msg Ownership
1 Chat Flow/B. Take
I'd be happy to help you reset your account password. msg Ownership
1 Chat Flow/B. Take
I'd be happy to help you with your internet issue. msg Ownership
1 Chat Flow/B. Take
I'd be happy to help you with your cable issue. msg Ownership
1 Chat Flow/B. Take
I'd be happy to help you with your phone issue. msg Ownership
I can help you transfer your services to the new address and I will be glad to look into 1 Chat Flow/B. Take
available dates. msg Ownership
Let's go over your account charges together, and get some clarifcation around your bill. 1 Chat Flow/B. Take
msg Ownership
1 Chat Flow/B. Take
Let's get your equipment activated together. msg Ownership
1 Chat Flow/B. Take
I'll update that on your account now. msg Ownership
1 Chat Flow/C. Capture Email
Can you verify your email address for account and informational updates? msg Address

1 Chat Flow/D. Account


Security
Account information is only available to the account holder or an authorized user. msg Verifcation/Authorized User

1 Chat Flow/D. Account


Security
I'm sorry, your name isn't listed on the account as an authorized user. msg Verifcation/Authorized User
1 Chat Flow/D. Account
Security
Would you like to add an authorized user to your account? msg Verifcation/Authorized User

1 Chat Flow/D. Account


Security
The account holder has to add your name as an authorized user. Are they available? msg Verifcation/Authorized User

I'm sorry, but I can't activate your service without full account verifcation. You can 1 Chat Flow/D. Account
activate your service by calling 1-800-931-0790. msg Security Verifcation/Failure

1 Chat Flow/D. Account


I'm sorry, but the info on your account is different than what you've given me. 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
1 Chat Flow/D. Account
I can't seem to fnd an account with that info. Could you give me the full service Security Verifcation/Gather
address that appears on your online account or bill? msg Info
1 Chat Flow/D. Account
Security Verifcation/Gather
Could you please tell me your username? msg Info
1 Chat Flow/D. Account
Security Verifcation/Gather
Can you provide your address for account verifcation purposes? msg Info
1 Chat Flow/D. Account
Security Verifcation/Gather
Do you have an existing account? 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

1 Chat Flow/D. Account


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

1 Chat Flow/D. Account


Security Verifcation/Security
If you'd like, I can mail your security PIN to the address on your fle via USPS. msg Question and PIN
1 Chat Flow/D. Account
It looks like you haven't set up a security question for your account yet, so I'll need to Security Verifcation/Security
call you on your Comcast phone. msg Question and PIN

1 Chat Flow/E. Verify


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

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
When and how the equipment was returned? msg Cause/Billing

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Can you tell me the billing date? It should be on the upper right corner of you bill. msg Cause/Billing

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Is this issue affecting all the phones in your home? msg Cause/CDV

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Is this the frst time you're accessing voicemail, or have you set it up before? msg Cause/CDV

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Is [XXX-XXX-XXXX] the phone number you'd like to transfer? msg Cause/CDV

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Are the phone modem lights blinking or solid? msg Cause/CDV
1 Chat Flow/H. Probe to
Understand the Issue and
Can you provide the MAC address that’s located at the back or bottom of your Determine the Root
modem? I want to make sure I'm working with the right device. msg Cause/CHSI

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Are you leasing your router from Comcast or did you purchased it on your own? msg Cause/CHSI

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Are you using a wireless or wired internet connection? msg Cause/CHSI

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
What is the name of the wireless network you're connected to? msg Cause/CHSI

1 Chat Flow/H. Probe to


Understand the Issue and
Are you connected to a router you are leasing from Comcast or to a router you Determine the Root
purchased on your own? msg Cause/CHSI

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Are you using Comcast leased equipment, or your own? msg Cause/General

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Have you moved or had your services transferred recently? msg Cause/General

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Would you like to suspend all of your Comcast services? msg Cause/General

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Do you have a home alarm system? msg Cause/General

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Can you give me some more details about your issue? msg Cause/General

1 Chat Flow/H. Probe to


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

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Is there a surge protector or power strip connected to your device? msg Cause/General

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Are you using a Comcast remote, or a different one? msg Cause/Video
1 Chat Flow/H. Probe to
Understand the Issue and
Determine the Root
Do you see any picture on your TV, or is it a black screen? msg Cause/Video

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
Does this happen on just one particular channel or on all channels? msg Cause/Video

1 Chat Flow/H. Probe to


Understand the Issue and
Determine the Root
What error message are you seeing? 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

1 Chat Flow/H. Probe to


Understand the Issue and
I see that you have multiple boxes on your account. Are all of your boxes affected, or Determine the Root
just one? 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, 1 Chat Flow/I. Perform All
and will expire soon. The link will open a new window, so please return to this chat Necessary Research and
window and confrm once your password is reset. msg Troubleshooting/Account
1 Chat Flow/I. Perform All
To ensure complete security of your debit card information, I will provide a secure 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-4f00-8205- 1 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
1 Chat Flow/I. Perform All
Your disconnected account has been restored. Please unplug your modem, and then Necessary Research and
plug it back in for your services to resume. msg Troubleshooting/Account
1 Chat Flow/I. Perform All
Necessary Research and
Please provide the full address where the services will be transferred to. msg Troubleshooting/Account
1 Chat Flow/I. Perform All
Necessary Research and
Can you tell me what username you're using? msg Troubleshooting/Account
1 Chat Flow/I. Perform All
To login, please go to www.xfnity.com/account and enter your email username and Necessary Research and
password. msg Troubleshooting/Account

1 Chat Flow/I. Perform All


What would you like your username to be for your Comcast account and email Necessary Research and
address? msg Troubleshooting/Activation

1 Chat Flow/I. Perform All


Necessary Research and
Is this the frst time you've activated this device? msg Troubleshooting/Activation
1 Chat Flow/I. Perform All
Each device that you use needs to be provisioned. Do you have any that need to be Necessary Research and
provisioned? msg Troubleshooting/Activation

1 Chat Flow/I. Perform All


Necessary Research and
I'm going to send a signal to your device to start the activation process. msg Troubleshooting/Activation

1 Chat Flow/I. Perform All


Necessary Research and
The device has been added to your account, and now is ready for activation. msg Troubleshooting/Activation

1 Chat Flow/I. Perform All


I'm sorry, but I can't restore your services at that address until you pay your Necessary Research and
outstanding balance. msg Troubleshooting/Activation
1 Chat Flow/I. Perform All
Your billing cycle runs from [START DATE] of this month until [STOP DATE] of next Necessary Research and
month. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
Necessary Research and
I see that the movie you have purchased was viewed for [MINUTES VIEWED]. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
Because of this, the charge for the PPV/VOD is valid and we can't process a credit Necessary Research and
request. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
Since the movie was purchased by mistake, and you have an excellent payment history, Necessary Research and
I can process a credit request to waive the charge as a one-time courtesy. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
Necessary Research and
The fee for renting a Comcast modem is $[XX] per month. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
The prorated amount is calculated by: (# of days of service in the billing cycle) / (# of Necessary Research and
days in billing month multiplied by monthly rate for the service) msg Troubleshooting/Billing
I understand you want to change your billing due date. Your due date is based on your 1 Chat Flow/I. Perform All
installation date and unfortunately can't be changed. I sincerely regret any Necessary Research and
inconvenience this may cause you. msg Troubleshooting/Billing
I'd be happy to give you the mailing address for your payment, just a moment. 1 Chat Flow/I. Perform All
*Remember to note your account number on the check or money order if you don't Necessary Research and
have the original payment return slip. Please do not mail cash. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
I will provide your current balance. Please allow me a few minutes to access your Necessary Research and
account. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
I see that an unreturned equipment charge of [$XX.XX] was added to your bill for the Necessary Research and
equipment that wasn't returned when you disconnected the services. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
I see that your equipment has already been returned. You will not receive any Necessary Research and
unreturned equipment charges. msg Troubleshooting/Billing
1 Chat Flow/I. Perform All
So your corded phone is now plugged in directly to the TEL1 port on the back of your Necessary Research and
modem (below the USB port), right? msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Necessary Research and
I'm going to call your phone to make sure it's working. Please give me 2 minutes. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Necessary Research and
Please give me a moment to check the status of your phone number. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
I can change your voicemail password for you or you can change it by phone or online Necessary Research and
at xfnity.com. How would you like to reset your password? msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Let's run a quick test to make sure your unanswered calls are going to voicemail. I'm Necessary Research and
going to call you, but please don't answer it. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Please change the phone connection on the back of your modem from Tel 1 port to Tel Necessary Research and
2 (or vice versa). msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Necessary Research and
Follow these steps to reset and refresh the settings of your cordless phone. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
To reset your cordless phone, hang up the handset on the base station and disconnect Necessary Research and
the phone base station from the power and wall outlet. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
Then wait about 10 seconds and plug the base station back in to the wall and let it Necessary Research and
power on. This should synchronize the handset channel to the base station channel. msg Troubleshooting/CDV
1 Chat Flow/I. Perform All
I'll do a remote reset of your modem. Our chat will be briefly disconnected, but we'll 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 1 Chat Flow/I. Perform All
modem and leave it unplugged for 20 seconds. Please let me know when you plug it Necessary Research and
back in and the lights turn back on. msg Troubleshooting/CHSI

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 1 Chat Flow/I. Perform All
hold for about 5 seconds. You should see the lights on the device turn off and start Necessary Research and
flashing as it comes back online in 1-3 minutes. msg Troubleshooting/CHSI
1 Chat Flow/I. Perform All
Necessary Research and
Try using another browser, like Firefox or Chrome. This should fx the problem. msg Troubleshooting/CHSI
Next we need to power cycle your modem and router. Please unplug the power cord 1 Chat Flow/I. Perform All
to both devices for 1 minute. Please let me know when you plug it back in and the Necessary Research and
lights are on. 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 1 Chat Flow/I. Perform All
modem and leave it unplugged for 20 seconds. Please let me know when you plug it Necessary Research and
back in and the lights are on. 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
1 Chat Flow/I. Perform All
It does look like your signal strength is lower than normal. Let's schedule a technician Necessary Research and
to resolve the issue at your house. 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
1 Chat Flow/I. Perform All
Necessary Research and
I'm going to run a diagnostic check on my end. It will take a minute or two. msg Troubleshooting/Explain

I'm really sorry that your issue wasn't fxed on time. Unfortunately, we had to cancel 1 Chat Flow/I. Perform All
the appointment because the technician made a pre-call that was not answered. For Necessary Research and
that reason I can't make an adjustment for the missed appointment. msg Troubleshooting/Explain
1 Chat Flow/I. Perform All
Necessary Research and
Is the issue resolved? msg Troubleshooting/Explain
1 Chat Flow/I. Perform All
The device or coaxial outlet could be defective, or there could be an issue with the Necessary Research and
outside connection to the pole. msg Troubleshooting/Explain
1 Chat Flow/I. Perform All
Necessary Research and
Your device isn't responding to the activation signals I'm sending it. msg Troubleshooting/Explain
1 Chat Flow/I. Perform All
Can you please check all cable connections to and from your cable box and TV? Also Necessary Research and
please double check that they are both turned on. msg Troubleshooting/Video
1 Chat Flow/I. Perform All
Please use your Comcast remote control to see if you're able to view at least three Necessary Research and
clear channels. msg Troubleshooting/Video
1 Chat Flow/I. Perform All
Necessary Research and
Can you adjust the volume with your Comcast remote? msg Troubleshooting/Video
1 Chat Flow/I. Perform All
Necessary Research and
Can you turn your TV on/off with your Comcast remote? msg Troubleshooting/Video
Make sure your TV is set to the right input source. If your box is connected to the TV 1 Chat Flow/I. Perform All
with a coaxial cable, your TV should be set to channel 3 or 4. If it's connected with Necessary Research and
HDMI, set it to the HDMI input source. msg Troubleshooting/Video
1 Chat Flow/I. Perform All
If your remote is broken, one of our local service centers will replace it with a new 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
1 Chat Flow/I. Perform All
Can you please try to access your On Demand service again, and then let me know if Necessary Research and
it's working now? msg Troubleshooting/Video
Please visit http://www.comcast.com/GetStarted before your install to set up your 1 Chat Flow/J. Set Proper
Comcast User ID with your new account number: [ACCOUNT NUMBER] I will also be Expectations With the
sending you an email with this same link in it. msg Customer/Account

I have 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 1 Chat Flow/J. Set Proper
and easy instructions and you can activate your equipment at www.xfnity.com/activate 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 1 Chat Flow/J. Set Proper
services are a great value! We can review your current services to make sure you're Expectations With the
getting the best value for your money. 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
1 Chat Flow/J. Set Proper
We can clear out the current security code so that you can reset it. Please give me a Expectations With the
moment. msg Customer/Account
1 Chat Flow/J. Set Proper
I can update your billing address, but anything sent prior to the change will go to 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 1 Chat Flow/J. Set Proper
month excluding taxes will be $[XX.XX] You'll receive a confrmation email within 24 Expectations With the
hours at your email address : [EMAIL ADDRESS]" 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
1 Chat Flow/J. Set Proper
To avoid service interruption, the entire payment of the past due amount must be Expectations With the
posted to your account before [DATE] msg Customer/Billing
1 Chat Flow/J. Set Proper
The adjustment has been approved and applied to your account. You should see the Expectations With the
credit appear on your bill in the next 1 to 2 billing cycles. msg Customer/Billing
1 Chat Flow/J. Set Proper
Expectations With the
I understand your frustration but we can't apply an adjustment for that reason. msg Customer/Billing
1 Chat Flow/J. Set Proper
Unfortunately, I can't reverse the payment in my billing system, but I'll submit a 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 1 Chat Flow/J. Set Proper
payment within 2 business days. If the 2nd attempt is still unsuccessful, a Returned Expectations With the
Payment fee will be added to the bill. msg Customer/Billing
1 Chat Flow/J. Set Proper
Expectations With the
As a new customer, it can take up to two business days for billing info to appear online. msg Customer/Billing
1 Chat Flow/J. Set Proper
Expectations With the
It'll take about 7-10 business days for your account to show your payment. msg Customer/Billing
1 Chat Flow/J. Set Proper
Expectations With the
There is a payment processing fee of [$XX.XX]. msg Customer/Billing
1 Chat Flow/J. Set Proper
The number you gave me isn't local to your calling area so unfortunately, it can't be Expectations With the
transferred. I can set you up with a new number from Comcast, is that OK? msg Customer/CDV
1 Chat Flow/J. Set Proper
Who is your previous phone provider? I'll check to see if the number is ready to Expectations With the
transfer. msg Customer/CDV
1 Chat Flow/J. Set Proper
The number you provided can't be ported. We can continue by providing you a Expectations With the
Comcast generated phone number. Will that be OK? msg Customer/CDV
1 Chat Flow/J. Set Proper
Once I get your account reactivated, your cable TV and Internet should be available Expectations With the
right away, but it may be up to 24 hours before you can use your phone again. msg Customer/CDV

1 Chat Flow/J. Set Proper


Expectations With the
Can I have a good contact number for you and the best time to reach you? 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 1 Chat Flow/J. Set Proper
technician to come out and take care of that cable. Could you just give me a phone Expectations With the
number and time of day that's best for them to get in touch? msg Customer/Escalation Ticket

1 Chat Flow/J. Set Proper


They'll continue working on this and call or email you within the next 2-4 hours. Is Expectations With the
there a more convenient time for you? 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
1 Chat Flow/J. Set Proper
Expectations With the
Thanks for your patience. Could you wait a few more minutes? msg Customer/Hold-Transfer
1 Chat Flow/J. Set Proper
I'm sorry, but I checked and the promotion you want isn't available for your account. Expectations With the
But I think I have some other options you might like instead. msg Customer/Sales
1 Chat Flow/J. Set Proper
I'm sorry, the promotion you want hasn't been added to our ordering system yet so 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
1 Chat Flow/J. Set Proper
Terminating or downgrading any services prior to the completion of the contract will Expectations With the
result in an Early Termination fee for the amount of $[XX.XX] msg Customer/Sales
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-comcast- Expectations 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

1 Chat Flow/J. Set Proper


Here's what is included in a Self-Installation Kit: http://customer.comcast.com/help- Expectations With the
and-support/phone/what-is-included-in-an-xfnity-self-install-kit/ 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 1 Chat Flow/J. Set Proper
notifcation! Our technicians are working to fx the problem and will restore your Expectations With the
service as quickly as possible. msg Customer/Tech Appointment

1 Chat Flow/J. Set Proper


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

1 Chat Flow/J. Set Proper


The soonest available appointment I have is [DATE AND TIME]. Does that work for Expectations With the
you? msg Customer/Tech Appointment

1 Chat Flow/J. Set Proper


Your appointment is confrmed for [DAY and DATE], between [TIME] and your ticket Expectations With the
number is #[TICKET NUMBER]. msg Customer/Tech Appointment

1 Chat Flow/J. Set Proper


You should get an email that confrms your appointment and a link to the installation Expectations With the
checklist so you're ready when the technician arrives. 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

1 Chat Flow/J. Set Proper


Expectations With the
When would you like to schedule the technician? 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

1 Chat Flow/J. Set Proper


We can't guarantee a specifc time, only a time window. If you're worried about the Expectations With the
[TIME AM/PM] timeframe, we can fnd one that works better for you. 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 1 Chat Flow/J. Set Proper
reference. I recommend saving it since I'm about to give you important information Expectations With the
about your upcoming technician visit. msg Customer/Tech Appointment
1 Chat Flow/J. Set Proper
We are currently upgrading our systems, which prevents me from accessing your Expectations With the
account. Could you please contact us again in about an hour? msg Customer/Tool Issue
1 Chat Flow/J. Set Proper
Expectations With the
Sorry, our system is undergoing maintenance right now, and is running a little slow. msg Customer/Tool Issue
1 Chat Flow/J. Set Proper
If you don't set up a purchase PIN, anyone using your equipment can rent or buy Expectations With the
movies or shows. msg Customer/Video
1 Chat Flow/J. Set Proper
It could take up to 30 minutes for the on-screen program guide and Xfnity On Demand Expectations With the
to fully load, and up to 6 hours for Caller ID on TV. msg Customer/Video
1 Chat Flow/K. Pitch
Would you like to add a second line? You can keep it basic or you can add the same Additional Comcast
features you have on your primary line. msg Services/CDV

I see that you're not taking advantage of our 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 1 Chat Flow/K. Pitch
about buffering when viewing shows or videos on the internet. Are you sure you Additional Comcast
wouldn't like to hear more about our bundle offer? msg Services/CHSI
1 Chat Flow/K. Pitch
You also need to complete the agreement process at Additional Comcast
www.comcast.com/eloa/english/agreement 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
1 Chat Flow/K. Pitch
Please click on the link and accept the contract agreement for the order to be Additional Comcast
completed. http://www.comcast.com/eloa/English/agreement msg Services/General
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 1 Chat Flow/K. Pitch
experience, please visit us at Xfnity.com where you can shop and upgrade at your Additional Comcast
convenience. 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
1 Chat Flow/K. Pitch
Bundling your TV, Internet, and Phone services provides you with the lowest possible Additional Comcast
price. msg Services/Rebuttal
I am sorry to hear that this channel package no longer works for you. Perhaps I can 1 Chat Flow/K. Pitch
help you fnd one that does. What types of shows or programming are you most Additional Comcast
interested in? msg Services/Rebuttal
1 Chat Flow/K. Pitch
If you keep your subscription active, you can still watch content online or on your Additional Comcast
mobile device. Would you like to do that? msg Services/Rebuttal
1 Chat Flow/K. Pitch
Additional Comcast
Not a problem. If you decide to add it later, you can chat or call back. 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
1 Chat Flow/K. Pitch
In order to watch HD television, you need an HD box and an HDTV. Would you like to Additional Comcast
add an HD box to your account? 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

1 Chat Flow/L. Summarize


and Educate on Self Service
Once all the equipment is in place, follow the easy instructions for activating your Specifc to the Customers
services at www.comcast.com/activate msg Issue/Activation-Install

1 Chat Flow/L. Summarize


and Educate on Self Service
If you have any questions about your Self-Install Kit, www.comcast.com/selfnstall will Specifc to the Customers
be able to answer most of them. msg Issue/Activation-Install

1 Chat Flow/L. Summarize


and Educate on Self Service
Sign in with your email address and password, click "Set Up Automatic Payment", and Specifc to the Customers
enter your payment information. 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 1 Chat Flow/L. Summarize
our service centers http://customer.xfnity.com/service-center-locations 3) Over the and Educate on Self Service
phone with our automated system at 1-800-934-6489 (1-800-XFINITY) 4) On your Specifc to the Customers
mobile device with our My Account app msg Issue/Billing

1 Chat Flow/L. Summarize


and Educate on Self Service
For our international rates per minute, please visit Specifc to the Customers
http://www.comcast.com/Corporate/shop/InternationalRates.ashx 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

1 Chat Flow/L. Summarize


and Educate on Self Service
The issue with your alarm service is not related to your XFINITY Voice service. You'll Specifc to the Customers
need to contact your security system manufacturer and provider to get this fxed. msg Issue/CDV

1 Chat Flow/L. Summarize


I can confrm that your modem is online and working fne. There seems to be an issue and Educate on Self Service
with the setup of your PC that is stopping your access. Please contact the PC Specifc to the Customers
manufacturer for further help. msg Issue/CHSI

1 Chat Flow/L. Summarize


and Educate on Self Service
Specifc to the Customers
Issue/Confrmation-
For future reference, your confrmation # is [CONFIRMATION NUMBER] msg Reference #

1 Chat Flow/L. Summarize


and Educate on Self Service
Specifc to the Customers
Issue/Confrmation-
For future reference, your Resolution ticket # is [RESOLUTION #] msg 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 #

1 Chat Flow/L. Summarize


and Educate on Self Service
Specifc to the Customers
It'll take approximately 1–2 business days for the payment to post on your account. Issue/Confrmation-
Your confrmation # for the payment is: [CONFIRMATION #] msg Reference #

1 Chat Flow/L. Summarize


As a reminder, we have self service help and tutorials at and Educate on Self Service
https://customer.xfnity.com/help-and-support/selfservice/ - to guide you on basic Specifc to the Customers
troubleshooting steps. 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

1 Chat Flow/L. Summarize


and Educate on Self Service
If you forgot your username, I can help you recover it or you can look it up at Specifc to the Customers
https://login.comcast.net/myaccount/lookup. 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 1 Chat Flow/L. Summarize
whatever you need. For example, you can view the status of your order, set up and Educate on Self Service
automatic payments, and schedule text alerts for bill due dates, etc. It's really useful Specifc to the Customers
and easy to use. msg Issue/Online Services

1 Chat Flow/L. Summarize


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

Let me tell you about XFINITY Connect. Its Comcast's one-stop shop on the web for 1 Chat Flow/L. Summarize
keeping in touch with friends and family. Manage your email, voicemail and contacts all and Educate on Self Service
from one convenient, powerful and easy-to-use tool. For more information you can Specifc to the Customers
visit http://www.xfnity.com/learn/internet/xfnityconnect/ msg Issue/Online Services

1 Chat Flow/L. Summarize


and Educate on Self Service
Specifc to the Customers
Your service outage has been reported. Your ticket # is [TICKET #]. msg Issue/Outage

Here is the confrmation and recap of your order - [PACKAGE TITLE] at [SERVICE 1 Chat Flow/L. Summarize
ADDRESS] Comcast Acct #: Order Reference #: Install Date/Time: Monthly Rate: and Educate on Self Service
$XX.XX Roll to: $XX.XX after 12 months Regular rate: $XX.XX after 24 months Install Specifc to the Customers
Fee: Equipment Charges: Contract Type: msg Issue/Sales

1 Chat Flow/L. Summarize


and Educate on Self Service
Before fnalizing your order, we'll go over all of the charges, the install process, and Specifc to the Customers
equipment delivery to make sure you don't have any questions. msg Issue/Sales

1 Chat Flow/L. Summarize


and Educate on Self Service
You can view your local channels at Specifc to the Customers
http://www.comcast.com/Customers/Clu/ChannelLineup.ashx msg Issue/Video

1 Chat Flow/L. Summarize


Please check here to fnd the instructions for setting up your DVR Manager from your and Educate on Self Service
computer: http://customer.comcast.com/help-and-support/internet/set-dvr- Specifc to the Customers
recordings-from-your-computer/ msg Issue/Video
1 Chat Flow/L. Summarize
and Educate on Self Service
Programming info for your remote control, remote manuals and device programming Specifc to the Customers
codes is at www.xfnity.com/remotes msg Issue/Video

At the end of this chat there is a short survey. I'd appreciate if you took a moment to 1 Chat Flow/M. Offer Survey
complete it, so we can continue to improve the service we provide to you. msg Reminder
After you click "End Session" to close the chat, you can save or print our chat for your 1 Chat Flow/N. Close the
records. msg Chat
1 Chat Flow/N. Close the
Do you have any questions? msg Chat
1 Chat Flow/N. Close the
Thank you for choosing Comcast and have a great day! 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 1-877- 1 Chat Flow/N. Close the
424-2027 anytime. msg Chat
1 Chat Flow/N. Close the
Is there anything else I can assist you with today? msg Chat
I can understand your hesitation. If you change your mind, just chat back with us! 1 Chat Flow/N. Close the
We're here for you 24/7. Thank you. msg Chat
It appears you've left the chat. Thanks for choosing Comcast and have a great day! If
you need more assistance, you can chat with one of our customer support specialists 1 Chat Flow/N. Close the
24/7 at https://www.comcastsupport.com/ChatEntry/ msg Chat/Inactivity
1 Chat Flow/N. Close the
I hope we didn't lose each other. Are we still connected? msg Chat/Inactivity
We are unable to disconnect services through chat. Please call 1-800-934-6489
(XFINITY) anytime Monday through Saturday 7AM to 9PM ET so that they can 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 1 Chat Flow/N. Close the
number. 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 1 Chat Flow/N. Close the
anything else I can help you with? msg Chat/Refer
1 Chat Flow/N. Close the
To resolve this issue, please contact our Local Office. msg Chat/Refer
1 Chat Flow/N. Close the
To cancel an X1 Pay Per View order, you'll need to call 877-896-8678. msg Chat/Refer
It looks like the problem may be the router. Just a moment, I'll get you the contact 1 Chat Flow/N. Close the
number so you can talk directly to the support team for that device. 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, 1 Chat Flow/N. Close the
please visit www.xfnity.com/signaturesupport/ or call 1-877-443-3596. 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 1-800-
COMCAST 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
1 Chat Flow/N. Close the
You can call 1-800-COMCAST to use our automated system or speak to a live agent. msg Chat/Refer
I'm sorry we couldn't complete your order today. Thank you for contacting us. Please 1 Chat Flow/N. Close the
chat back with us if you change your mind. We're available 24/7! msg Chat/Sales
We have a dedicated technical support team who can help you further. I need to 1 Chat Flow/N. Close the
transfer you to them for further assistance. msg Chat/Transfer
1 Chat Flow/N. Close the
The info you provided me will also be forwarded to them for reference. 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 1 Chat Flow/N. Close the
they'll be with you ASAP. msg Chat/Transfer
Thanks for the info. msg 1 Topic/A. Gratitude
Thank you for waiting. msg 1 Topic/A. Gratitude
Thank you. msg 1 Topic/A. Gratitude
You're welcome. msg 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 care_thankyou@comcast.com 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. msg 1 Topic/C. Billing
We don't charge an additional fee for HD channels, all you need is an HD box. msg 1 Topic/C. Billing
As a one-time courtesy, I'll apply a credit for $XX.XX. msg 1 Topic/C. Billing
I can remove those charges. msg 1 Topic/C. Billing
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
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. msg 1 Topic/E. CDV
You can view cities in your calling area at www.xfnity.com/callingarea 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 msg 1 Topic/F. CHSI
Sorry, please disregard the typo in my last message. 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 1 Topic/H. Sales/Install
included on your frst bill. msg Details
Thank you for your interest in Comcast. Please give me a minute to confrm that we 1 Topic/H.
can serve your address. msg Sales/Serviceability
1 Topic/H.
Good news! Your address is serviceable. Let's get started setting up your service. msg Sales/Serviceability
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
1 Topic/H.
I'm very sorry but this feature is not available in your area. msg Sales/Serviceability
1.1 BB General Chat Flow/1.
That is good to hear. I am doing great. Thank you for asking. msg Opening
I understand the problem you've described and am happy to work with you to get this 1.1 BB General Chat Flow/1.
resolved ASAP! Thanks, let's get started. msg Opening
1.1 BB General Chat Flow/1.
That is wonderful. I hope that lasts for the rest of the day. msg Opening
Thank you for contacting Comcast! Welcome to Comcast RTP department. You have 1.1 BB General Chat Flow/1.
reached the right department for adding and provisioning modems. msg Opening
A pleasant day to you! You have reached the Comcast Real Time Provisioning 1.1 BB General Chat Flow/1.
Department. It is a pleasure to chat and assist you. msg Opening

1.1 BB General Chat Flow/1.


I understand that this must be frustrating for you and the customer. msg Opening/Acknowledgement

1.1 BB General Chat Flow/1.


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

1.1 BB General Chat Flow/1.


Thank you. msg Opening/Acknowledgement

1.1 BB General Chat Flow/1.


Thank you very much. msg Opening/Acknowledgement

1.1 BB General Chat Flow/1.


It is my pleasure to assist you. msg Opening/Acknowledgement

1.1 BB General Chat Flow/1.


You're very welcome. Happy to help. msg Opening/Acknowledgement
1.1 BB General Chat Flow/1.
I understand that you would like to add this device to the account. Is this correct? msg Opening/Probing
I understand that you would like me to add this DTA box to our customer's account 1.1 BB General Chat Flow/1.
which I can surely help you with. Is this correct? msg Opening/Probing
I understand that you would like me to add this eMTA device to our customer's 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 1.1 BB General Chat Flow/1.
which I can surely help you with. Is this correct? msg Opening/Probing
1.1 BB General Chat Flow/2.
Would you please verify with the customer if the eMTA device is owned or rented? msg 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
1.1 BB General Chat Flow/2.
May I please have your name, so I may address you properly? 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
1.1 BB General Chat Flow/2.
Will you please verify the digital box model? 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
1.1 BB General Chat Flow/3.
I am in the process of adding the device to the inventory. msg Process
1.1 BB General Chat Flow/3.
Let me add the device to the customer's account. msg Process
I am happy to inform you that I have successfully fnished adding the device to the 1.1 BB General Chat Flow/3.
account and it is now ready for activation. msg Process
1.1 BB General Chat Flow/3.
I am glad to inform you that I have just added the modem to the account. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the 1.1 BB General Chat Flow/3.
account. The modem is active and is now good to go. msg Process
1.1 BB General Chat Flow/3.
I have also checked that the device is not yet added to the customer's account. msg Process
1.1 BB General Chat Flow/3.
I checked the account and the modem has already been added. msg Process
1.1 BB General Chat Flow/3.
Would you mind if I place you on a brief hold while I access your account? msg Process/Hold
I apologize for the delay. It will take me a few more minutes to complete this process. 1.1 BB General Chat Flow/3.
Do you mind continuing to hold? msg Process/Hold
1.1 BB General Chat Flow/3.
Thank you for patiently waiting. msg Process/Hold
1.1 BB General Chat Flow/3.
May I place you on a brief hold while I provision the digital box for you? msg Process/Hold
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
1.1 BB General Chat Flow/3.
Would you mind if I place you on a brief hold while I research that for you? msg Process/Hold
1.1 BB General Chat Flow/3.
Would you mind if I place you on a brief hold while I get that information for you? msg Process/Hold
1.1 BB General Chat Flow/3.
I just need a few moments to process your request, OK? msg Process/Hold
To recap, I have successfully processed your request in adding this 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 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 1.1 BB General Chat Flow/4.
customer’s account. msg Recap
To recap, I have successfully processed your request in adding this DTA box to the 1.1 BB General Chat Flow/4.
customer’s account. 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
1.1 BB General Chat Flow/5.
Have a wonderful day! 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 1.1 BB General Chat Flow/5.
https://www.comcastsupport.com/rtp. 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 1.1 BB General Chat Flow/5.
we can provide you the support that you need. msg Closing
It was truly a pleasure to chat with you today. Thank you for giving Comcast Real Time
Provisioning Department the opportunity to resolve your issue. We value your time 1.1 BB General Chat Flow/5.
working with us. Have a pleasant shift ahead! msg Closing

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

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 1.1 BB General Chat Flow/6.
can assist you with? I am more than glad to help you out further. msg Additional Assistance

1.1 BB General Chat Flow/6.


Do you have other questions for me today? msg Additional Assistance

1.1 BB General Chat Flow/6.


Have we covered all of your inquiries regarding this account? msg Additional Assistance

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

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
1.1 BB General Chat Flow/8.
Kindly contact the local office regarding this matter. msg Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a 1.1 BB General Chat Flow/8.
technician to the customer's home. 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 1.2 RTP General Chat Flow/1.
reached the right department for adding and provisioning modems. msg Opening
It is a wonderful day at Comcast! You have reached the correct department for 1.2 RTP General Chat Flow/1.
provisioning modems. I am happy to chat with you and assist you today. msg Opening
1.2 RTP General Chat Flow/1.
I understand the situation and I will do what I can to get this done for you. msg Opening
1.2 RTP General Chat Flow/1.
How are you doing today? msg Opening
1.2 RTP General Chat Flow/1.
That is good to hear. I am doing great. Thank you for asking. msg Opening
1.2 RTP General Chat Flow/1.
I am happy to hear that. I feel the same way as well. msg Opening
1.2 RTP General Chat Flow/1.
That is wonderful. I hope that lasts for the rest of the day. msg Opening
Rest assured that I will be assisting you to have this modem added and provisioned to 1.2 RTP General Chat Flow/1.
the account. msg Opening
Rest assured that I will be assisting you throughout our conversation until we fnish 1.2 RTP General Chat Flow/1.
your request. msg Opening
I understand that you would like me to push this modem to our customer's account 1.2 RTP General Chat Flow/2.
which I can surely help you with. Is this correct? msg Probing
I understand that you would like me to add this owned modem to our customer's 1.2 RTP General Chat Flow/2.
account which I can surely help you with. Did I get this right? msg Probing
1.2 RTP General Chat Flow/2.
I understand that you would like to add this modem to the account. 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 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 1.2 RTP General Chat Flow/2.
customer's account which I can surely help you with. Is this correct? msg Probing
I understand that you would like me to add this rented modem to our customer's 1.2 RTP General Chat Flow/2.
account which I can surely help you with. Did I get this right? msg Probing
I understand that you would like me to provision this modem to our customer's 1.2 RTP General Chat Flow/2.
account which I can surely help you with. Did I get this right? 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 1.2 RTP General Chat Flow/2.
customer's account which I can surely help you with. Did I get this right? 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
1.2 RTP General Chat Flow/3.
Please log out on the customer's account so that I can access it. Thank you. msg Verifcation
1.2 RTP General Chat Flow/3.
Does the customer own or rent the equipment? msg Verifcation
1.2 RTP General Chat Flow/3.
Would you please verify with the customer if the device is owned or rented? msg Verifcation
1.2 RTP General Chat Flow/3.
May I please have your name, so I may address you properly? 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 1.2 RTP General Chat Flow/3.
make sure that it will be ready for troubleshooting. msg Verifcation
I checked the account and saw that there is an existing modem. Should I swap it with 1.2 RTP General Chat Flow/3.
this new one? 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
1.2 RTP General Chat Flow/3.
Should we use the customer's frst and last name as the username? 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
1.2 RTP General Chat Flow/3.
Will you please verify the modem model? msg Verifcation
1.2 RTP General Chat Flow/3.
Kindly verify the modem model with the customer. msg Verifcation
Since this is an eMTA, please verify the EMAC, CMAC AND MTA MAC addresses of the 1.2 RTP General Chat Flow/3.
device? msg Verifcation
May I verify the MAC address of the modem you want to be provisioned please? It 1.2 RTP General Chat Flow/3.
should have 12 alphanumeric characters from A to F and 0 to 9. msg Verifcation
Please verify if our customer will use both the Internet and telephone service of this 1.2 RTP General Chat Flow/3.
EMTA device? msg Verifcation
I need a just a few moments to provision your modem so you can receive XFINITY's 1.2 RTP General Chat Flow/4.
broadband speeds. msg Hold
1.2 RTP General Chat Flow/4.
Would you mind if I place you on a brief hold while I research that for you? msg Hold
1.2 RTP General Chat Flow/4.
Would you mind if I place you on a brief hold while I get that information for you? msg Hold
1.2 RTP General Chat Flow/4.
Would you mind if I place you on a brief hold while I access your account? msg Hold
1.2 RTP General Chat Flow/4.
Would you mind if I place you on a brief hold while I process your request? 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. 1.2 RTP General Chat Flow/4.
Do you mind continuing to hold? msg Hold
1.2 RTP General Chat Flow/4.
Thank you for patiently waiting. msg Hold
1.2 RTP General Chat Flow/4.
May I place you on a brief hold while I remove the modem from walledgarden status? msg Hold

1.2 RTP General Chat Flow/5.


Is there anything else I can assist you with today? I will be happy to help you. msg Additional Assistance

I am glad I was able to help you today. Are there any other questions I can assist you 1.2 RTP General Chat Flow/5.
with? 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

1.2 RTP General Chat Flow/5.


Do you have other questions for me today? msg Additional Assistance

1.2 RTP General Chat Flow/5.


Have we covered all of your inquiries regarding this account? msg Additional Assistance
1.2 RTP General Chat Flow/6.
Did you receive my last message? msg Timeout
Due to inactivity, I will need to close the chat session if a reply is not received in one 1.2 RTP General Chat Flow/6.
minute and assist another agent. 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
1.2 RTP General Chat Flow/7.
Thank you for patiently waiting. msg Acknowledgement
1.2 RTP General Chat Flow/7.
Thank you. msg Acknowledgement
1.2 RTP General Chat Flow/7.
Thank you very much. msg Acknowledgement
1.2 RTP General Chat Flow/7.
It is my pleasure to assist you. msg Acknowledgement
1.2 RTP General Chat Flow/7.
You are welcome. msg Acknowledgement
1.2 RTP General Chat Flow/8.
I am in the process of adding the modem to the inventory. msg Process
1.2 RTP General Chat Flow/8.
Let me add the modem to the customer's account. msg Process
1.2 RTP General Chat Flow/8.
I am glad to inform you that I have just added the modem to the account. msg Process
I am happy to inform you that I have successfully fnished adding the modem to the 1.2 RTP General Chat Flow/8.
account. The modem is active and is now good to go. msg Process
1.2 RTP General Chat Flow/8.
Let me just check if the modem is in walledgarden status in Grandslam. msg Process
1.2 RTP General Chat Flow/8.
I have checked Grandslam and the modem is now good to go. msg Process
The modem is in walledgarden status. Let me go ahead and process an APT push to 1.2 RTP General Chat Flow/8.
resolve this issue. msg Process
I am happy to inform you that I have successfully removed the modem from 1.2 RTP General Chat Flow/8.
walledgarden and it is now good to go. msg Process
1.2 RTP General Chat Flow/8.
Here is the bootfile shown in Grandslam: msg Process
I checked the account and the modem has already been added. Let me go ahead and 1.2 RTP General Chat Flow/8.
check the modem status in Grandslam. msg Process

To recap, we have added the modem to the account and removed it from 1.2 RTP General Chat Flow/9.
walledgarden. The modem is now good to go. msg Completing/1. Recap

1.2 RTP General Chat Flow/9.


To recap, we have done an APT push and resolved the modem's walledgarden issue. 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 1.2 RTP General Chat Flow/9.
you 24 hours a day, seven days a week. msg Completing/2. Closing

1.2 RTP General Chat Flow/9.


Have a wonderful day! 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 1.2 RTP General Chat Flow/9.
https://www.comcastsupport.com/rtp 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 1.2 RTP General Chat Flow/9.
we can provide you the support that you need. msg Completing/2. Closing

Whenever you're ready, just click on the End Session button to end the chat. By the 1.2 RTP General Chat Flow/9.
way, you can print or save this chat for your records! msg Completing/2. Closing
I have checked the inventory and the modem was already added but unable to add to 1.2 RTP General Chat
account due to an error of "CEM36E - ILLOGICAL EQUIPMENT TRANSFER." Please Flow/Issues/1. Error
escalate this to Support Desk and create a Remedy ticket for this issue. msg Messages
Upon adding the modem to the account, I encountered a ""CEP23W-MODEL 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
1.2 RTP General Chat
I have checked the account. The account shows a disconnection. Please contact Local Flow/Issues/1. Error
Office to have the services back. msg Messages

I understand that this must be frustrating for you and the customer. I have processed 1.2 RTP General Chat
APT. However, I got an error, ""failed to locate default package"". We are unable to Flow/Issues/1. Error
proceed because of this. Please contact the billing department regarding this matter. msg Messages
1.2 RTP General Chat
As per Grandslam, the modem appears offline and shows no diagnostic data. Let me Flow/Issues/2. Offline on
just send a signal and roll the modem for you. msg Grandslam

The modem appears offline in Grandslam. Kindly advise the customer to powercycle 1.2 RTP General Chat
the modem to enjoy Comcast services. Should the problem persists, please create a Flow/Issues/2. Offline on
Remedy ticket or send a technician to further check on this device. msg Grandslam
1.2 RTP General Chat
Kindly advise the customer to powercycle the modem. Should the issue Flow/Issues/2. Offline on
persists, please book a technician to check the device. msg Grandslam
The modem status is showing offline in Grandslam. Please advise the customer to 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
1.2 RTP General Chat
Flow/Issues/2. Offline on
The modem is still showing offline after I have rolled and sent a signal to it. msg Grandslam
1.2 RTP General Chat
Please send a technician to check the connectivity of the modem or you can create a Flow/Issues/2. Offline on
Remedy Ticket for this. msg Grandslam

The modem appears offline and shows no diagnostic data in Grandslam. I need to 1.2 RTP General Chat
process a push and modem roll for this. However, this may disconnect the customer Flow/Issues/2. Offline on
from the line if he is using the same CDV modem. Would you still like me to proceed? msg Grandslam
1.2 RTP General Chat
Kindly contact the billing department regarding this matter. msg Flow/Issues/3. Refer to
1.2 RTP General Chat
Kindly contact the local office regarding this matter. msg Flow/Issues/3. Refer to
Kindly escalate this to Support Desk by creating a Remedy ticket or by sending a 1.2 RTP General Chat
technician to the customer's home. msg Flow/Issues/3. Refer to
I can understand that this would be inconvenient to you and the customer. I am willing
to assist you. However, we are having a system update with ACSR at the 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 1.2 RTP General Chat
added. This is a requirement before provisioning the modem. msg Flow/Issues/5. No Services
I have checked the customer's account and there is no CHSI services rate code added. 1.2 RTP General Chat
This is a requirement before provisioning the modem. msg Flow/Issues/5. No Services
Kindly chat with us again after the rate code has been added and we will be happy to 1.2 RTP General Chat
assist you provisioning the modem. msg Flow/Issues/5. No Services
Please contact the billing department to have the correct rate added frst as there 1.2 RTP General Chat
might be additional charges adding the proper rates. msg Flow/Issues/5. No Services
Kindly chat with us again after the modem ownership status has been verifed and we 1.2 RTP General Chat
will be glad to assist you. 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 1.2 RTP General Chat
changes made when doing so. msg Flow/Issues/5. No Services

I have checked the account. The account shows a pending disconnection and it is due 1.2 RTP General Chat
today. Please contact Local Office to have the services back. msg Flow/Issues/6. Local Office

I have checked the account and there is a pending change in Cable Data. Please 1.2 RTP General Chat
complete the open work order before we provision the modem. msg Flow/Issues/6. Local Office

I have checked the account and there is an open work order in ACSR. Please complete 1.2 RTP General Chat
the open work order before we provision the modem. 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 1.2 RTP General Chat
customer to the nearest front counter to resolve. msg Flow/Issues/6. Local Office

I have checked the customer’s modem and the modem have been found active in 1.2 RTP General Chat
another customer’s account. Please contact Local Office to verify modem ownership. 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 1.2 RTP General Chat
Remedy ticket for this to Support Desk for further troubleshooting. msg Flow/Issues/7. Powercycle
Please ask the customer to check if the modem's power cord is plugged into an active 1.2 RTP General Chat
outlet and check the cable line if connections are securely tightened. 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
7. DTA/DTA
Activation/Connect with
I do understand your concern. I appreciate the opportunity to make things right. msg Customer
7. DTA/DTA
I will be happy to help you by going through some troubleshooting steps with you and Activation/Connect with
sending a signal, if needed, so you can receive your channels again. msg Customer
7. DTA/DTA
I understand it is inconvenient when you are missing some channels. I will be glad to Activation/Connect with
help you with this issue. msg Customer
I understand that it can be troublesome when the serial number of the device you 7. DTA/DTA
want to activate did not match the one listed online. Rest assured we will take care of Activation/Connect with
this for you. msg Customer
7. DTA/DTA
I understand that it can be troublesome when the serial number of the device you Activation/Connect with
want to activate is not showing online. Rest assured we will take care of this for you. msg Customer
7. DTA/DTA
While I check on your account, let me just inform you that you may activate your cable Activation/Connect with
devices online, anytime, by going to http://digitalnow.comcast.com msg Customer
7. DTA/DTA
You will just need your 16 digit account number or the 16 digital Unique ID (listed in Activation/Connect with
the letter sent about Comcast digital migration). msg Customer
7. DTA/DTA
You will just need your 13 digit account number or the 16 digital Unique ID (listed in Activation/Connect with
the letter sent about Comcast digital migration). msg Customer
7. DTA/DTA
In case it does not go through, you will also be given an option to proceed by chatting Activation/Connect with
with a live representative like our chat today. msg Customer
7. DTA/DTA
Activation/Connect with
I’d be happy to walk you through in connecting your boxes. msg Customer
7. DTA/DTA
Activation/Connect with
I’d be happy to walk you through in connecting your DTA box. msg Customer
7. DTA/DTA
I'd be more than happy to process this request for you today. You made the right Activation/Connect with
choice in choosing Comcast. msg Customer
7. DTA/DTA
I'm glad to hear that you are pleased with your Comcast experience. We pride Activation/Connect with
ourselves in offering the best customer service. msg Customer
7. DTA/DTA
Activation/Connect with
I will be happy to activate this box for you. msg Customer
7. DTA/DTA
It's my pleasure to help activate your cable box for you today. I'm sure you will enjoy Activation/Connect with
your updated services. msg Customer
7. DTA/DTA
I know how important it is for you to have your cable TV working, so let's go through Activation/Connect with
activating your cable box so that you can enjoy watching your favorite shows. msg Customer
7. DTA/DTA
Activation/Connection
Are there other devices, such VCR or DVD, connected between the device and the TV? msg Verifcation
7. DTA/DTA
Activation/Connection
Do you have a splitter connected from your cable outlet to the TV? msg Verifcation
7. DTA/DTA
Activation/Connection
Is there a surge protector or a power strip connected to your device? 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
7. DTA/DTA
Let's proceed with the activation process. If this does not work, we may have to Activation/Connection
connect the device directly from the cable wall outlet then to the TV. msg 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
7. DTA/DTA
4. Turn your TV on and select Channel 3. Set the switch on the back of the DTA to Activation/Connection
channel 3 as well. msg Verifcation
7. DTA/DTA
Activation/Connection
Repeat these steps for the rest of the adapters you received. msg Verifcation
7. DTA/DTA
Visit www.comcast.com/digitalnow to activate your services. Please have either your Activation/Connection
Unique ID number found on the welcome letter or your Account number. 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 7. DTA/DTA Activation/Device
times; keep it plugged directly into the power outlet. msg Activation

7. DTA/DTA Activation/Device
Please let me know if everything worked out well. msg Activation

To begin, I will send a signal to the digital adapter then proceed with the activation of 7. DTA/DTA Activation/Device
the main device. msg Activation

7. DTA/DTA Activation/Device
I am going to send a signal to your device to initiate the activation process. msg Activation

7. DTA/DTA Activation/Device
I am sending a signal to the device now. msg Activation

My systems indicate that the signal went through successfully. To verify, please check 7. DTA/DTA Activation/Device
the following: 1. The blinking green light should turn solid green. 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 7. DTA/DTA Activation/Device
buttons on your Comcast remote control. msg Activation

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

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

7. DTA/DTA Activation/Device
Is the green light still blinking on the cable box? msg Activation
We will send a signal and try some troubleshooting steps, if needed, to get the 7. DTA/DTA
equipment to work. msg Activation/Diagnose
I understand the inconvenience when your equipment is not activated and you are 7. DTA/DTA
unable to watch your favorite shows. msg Activation/Empathy
I apologize for the frustration with activating your DTA box. I'll make sure we get this 7. DTA/DTA
resolved for you as quickly as possible. msg Activation/Empathy
Apologies for the inconvenience. I'm here and ready to work with you to get this 7. DTA/DTA
resolved ASAP. msg Activation/Empathy
I'm sorry that you are having difficulty activating your cable box through our website. 7. DTA/DTA
I'll be more than happy to help you activate it here today. msg Activation/Empathy

Welcome to the World of More. You have reached the DTA Activations Department. 7. DTA/DTA
Please give me a minute or two to review your conversation with the previous agent. msg Activation/Greetings
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 7. DTA/DTA Activation/Post-
(Adapter) must always be on. msg Activation
Also, if you are interested in adding Video on Demand service or On-Screen Guide, feel 7. DTA/DTA Activation/Post-
free to take advantage of our advanced digital packages. msg Activation
7. DTA/DTA Activation/Post-
Are you able to see or hear any channels now? msg Activation
7. DTA/DTA Activation/Post-
Could I get you to check your channels now for picture and sound? msg Activation

Terrifc! It appears that things may be working as they should. If you could please just 7. DTA/DTA Activation/Post-
check 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 7. DTA/DTA Activation/Post-
better understand what might be happening and how to resolve it. msg 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 7. DTA/DTA Activation/Post-
cases, it will be less than 10 minutes. msg 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/Post-
Once you have checked that please let me know. msg Activation
Do you see a 'Two blink and a pause' pattern on the status light of the digital adapter
and an error message on the TV screen “We’ve detected an interruption of your 7. DTA/DTA Activation/Pre-
service...”? msg Activation
7. DTA/DTA Activation/Pre-
Before we activate your device, please confrm the following: msg Activation
1. The light on the front panel of the device is blinking. This signifes that the channel 7. DTA/DTA Activation/Pre-
plan 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/Pre-
Player or any other equipment in between the device and the TV. msg Activation
7. DTA/DTA Activation/Pre-
3. Both the digital adapter and the TV are turned on and are tuned in to channel 3. msg Activation
7. DTA/DTA Activation/Pre-
4. The cables from your TV to your device are securely connected. msg 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
7. DTA/DTA
Let's program your Comcast DTA Remote Control by following these steps: msg Activation/Remote Control
7. DTA/DTA
1. Turn on the TV. msg Activation/Remote Control
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 7. DTA/DTA
long blink, repeat steps 2 and 3 with the next fve-digit code for your TV. 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 7. DTA/DTA
until you fnd one that works. 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
7. DTA/DTA
Let me know if that worked and we'll determine the next steps. 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
7. DTA/DTA
Here are the codes: 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 7. DTA/DTA
functions. 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
7. DTA/DTA
Great! Your remote control is now synchronized with your television. msg Activation/Remote Control
I will be leaving a note here on the account as to your situation for when you visit the 7. DTA/DTA
office to have the remote control swapped. 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 7. DTA/DTA
new one. msg Activation/Remote Control
If you require a Comcast technician to come to your house to swap out your remote, 7. DTA/DTA
charges may apply and will vary by market. msg Activation/Remote Control

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: 7. DTA/DTA
www.xfnity.com/remotes or www.comcast.com/remotes msg Activation/Remote Control
7. DTA/DTA
Do you need any assistance in programming your remote control? msg Activation/Remote Control
7. DTA/DTA
What color is your remote? Do you have the remote with the red ok button? 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 7. DTA/DTA
correct codes to be used in programming your remote control. 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. 7. DTA/DTA
Release "Set" button. 3. Enter 9-9-1. The red light on the remote will blink twice. 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 7. DTA/DTA
remote will blink twice. 6. Press Power to turn your television on. 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 7. DTA/DTA
group that handles your request. 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. msg 7. DTA/DTA Common
I'm totally jazzed I could help you out - you made my day! :) 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
7. DTA/DTA
This is to ensure we are accessing the correct account. 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 7. DTA/DTA
specifc information. Please ask the account holder to add you as an authorized user. msg Common/Authentication
I apologize but we are unable to make any changes on the account. Only the account
holder or an authorized person may make changes to the account. Please ask the 7. DTA/DTA
account holder to contact us to add you as an authorized user. msg Common/Authentication
I apologize but we are unable to make any changes on the account. Only the account
holder or an authorized person may make changes to the account. Please ask the 7. DTA/DTA
account holder to contact us to add you as an authorized user. 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 7. DTA/DTA
as these are available. Thank you for your interest in DTA box. msg Common/Eligibility
7. DTA/DTA
I understand your concern. I will be here to help you throughout this chat. msg Common/Empathy
I'm very sorry for the inconvenience. Let me take a few moments to look at your 7. DTA/DTA
account so I can get moving on fxing this! msg Common/Empathy
7. DTA/DTA
I respect your opinion, and I acknowledge your concern. Here is what we can do now. msg Common/Empower
7. DTA/DTA
Programming through the adapter is delivered in digital quality picture and sound Common/Features and
(standard defnition). 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
7. DTA/DTA
Common/Features and
The DTA will also help you receive all the channels that you are subscribing to. msg Benefts
7. DTA/DTA
While I update your account, let me share some feature and benefts of a digital Common/Features and
transport adapter. 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 7. DTA/DTA Common/General
corporation. msg Info
I understand that knowing Comcast as a corporation is just as important as knowing 7. DTA/DTA Common/General
more about our products and service. msg Info
Comcast corporate headquarters are located at: One Comcast Center 7. DTA/DTA Common/General
Philadelphia, PA 19103 215-286-1700 msg Info

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, 7. DTA/DTA Common/General
however, this is not a guarantee that the item will be available when you stop in. msg Info
7. DTA/DTA Common/General
Let me explain the difference between a set top box and an adapter. 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 7. DTA/DTA
today. 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 7. DTA/DTA
possible. Thank you for your patience and understanding msg Common/Outages
Our engineers have determined that you are part of a larger service interruption that is
affecting other customers. They are working to 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 7. DTA/DTA
chat to one of our representatives to process this for you today. 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
7. DTA/DTA Common/Time-
Do you need additional information? Were you able to receive my last message? msg Out Process
Due to inactivity, I will need to close the chat session if a reply is not received in one 7. DTA/DTA Common/Time-
minute. msg 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 7. DTA/DTA Common/Time-
http://www.comcast.com/Support/ msg 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 7. DTA/DTA Common/Transfer
connected to our department handling residential accounts. msg Out
7. DTA/DTA
Let me go through your account frst to verify the details. msg Common/Verifcation
Do you have any other phone number that may have been used when you signed up 7. DTA/DTA
for the account? 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. 7. DTA/DTA
Service address (home address) 3. Amount of last payment made on the account 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
7. DTA/DTA Order
Please take note of your confrmation number for future references. Here it is: 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 7. DTA/DTA Order
update your email address on account? 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 7. DTA/DTA Order
with today? msg Entry/Closing
It was a pleasure assisting you today. Will there be anything else that I may assist you 7. DTA/DTA Order
with? 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 7. DTA/DTA Order
channel for three months. 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 7. DTA/DTA Order
correct department. I can certainly process your order today. msg Entry/Connect with Customer

7. DTA/DTA Order
I will be more than happy to update you regarding your order status. 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. 7. DTA/DTA Order
Please stay online till I fnish processing your order. msg Entry/Connect with Customer

7. DTA/DTA Order
I understand that you want to cancel your DTA order; is this correct? msg Entry/Connect with Customer

May I know if you processed this order online, through a chat representative or over 7. DTA/DTA Order
the phone? 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 7. DTA/DTA Order
continue receiving the channels that you have right now. msg Entry/Eligibility
I am glad that you are interested in ordering a DTA box. However, DTA is not available in
your area at this time. Rest assured that we will inform you when this 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 7. DTA/DTA Order
cable wall outlet. 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 7. DTA/DTA Order
needed to keep your channels running once the digital migration has taken place. msg Entry/Empathy
I know how important it is for you to successfully place your order for the digital 7. DTA/DTA Order
adapter so you may continue enjoying your cable service. msg Entry/Empathy
I can understand how frustrating it is when you cannot place an order online. Rest 7. DTA/DTA Order
assured, I will take care of this for you and help you in ordering our digital boxes. msg Entry/Empathy

A CableCARD is a device about the size of a credit card that can be used with a digital-
cable-ready television instead of a set top box. If you prefer to use a CableCARD instead
of using a Digital Cable set-top box, you will only be able to receive one way Digital
Cable channels and will not be able to access ON DEMAND, pay-per-view and the 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 7. DTA/DTA Order
today? msg Entry/Greetings
Here at Comcast, we value your preference. You have the option to have your order 7. DTA/DTA Order
shipped via UPS, where shipping and handling fee is for free. msg Entry/Install Options
7. DTA/DTA Order
Would you like to take this option? msg Entry/Install Options
7. DTA/DTA Order
You made an excellent choice! msg Entry/Install Options

You have the option to have the equipment installed by our technician (has one time
installation charge depending on the market area), or pick up your order at your
nearest local center (devices will be provided right away). May I know which do you 7. DTA/DTA Order
prefer? msg Entry/Install Options
7. DTA/DTA Order Entry/Local
Here are the complete details of your local office: 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 7. DTA/DTA Order
payment online anytime at https://customer.comcast.com/m. msg Entry/Payments
7. DTA/DTA Order
Entry/Probing and
May I know how many boxes would you want to order today? msg Paraphrasing
7. DTA/DTA Order
Entry/Probing and
Just to confrm, you are ordering two (2) digital adapters today, is that correct? msg Paraphrasing
Please verify if the shipping address is at: msg 7. DTA/DTA Order Entry/SIK
I have successfully processed your order. Here is your confrmation number: 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. msg 7. DTA/DTA Order Entry/SIK
I will be glad to provide you a list of valid IDs that our technicians can accept. 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 7. DTA/DTA Order
local office and bring with you a valid photo ID. 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 Retention Pilot/04. Take
solution to meet your needs. msg Ownership
You are in the right department. I am going to make sure we get your requests taken Retention Pilot/04. Take
care of today. msg Ownership
Retention Pilot/06. Ask
When did your problem frst start? msg Targeted Questions
Now that we have resolved the issue, may I ask you a few questions to see if you are Retention Pilot/06. Ask
still currently in the best option that suits you and your family’s needs? msg Targeted Questions
May I ask you a few questions to allow us to create a package that is flexible to your Retention Pilot/06. Ask
budget and household needs? msg Targeted Questions
Retention Pilot/06. Ask
What brought you to the decision to remove services? msg Targeted Questions
Retention Pilot/06. Ask
Can you describe your concerns/issue so I can see how to resolve it? msg Targeted Questions
Retention Pilot/06. Ask
I see you don't have our [INSERT LOB] service. Who's your provider for that service? msg Targeted Questions
Retention Pilot/06. Ask
Are you making a lot of long distance calls? msg Targeted Questions/CDV
Retention Pilot/06. Ask
Who is your current provider for your home phone? msg Targeted Questions/CDV
Retention Pilot/06. Ask
How much are you paying for your current phone service? msg Targeted Questions/CDV
Retention Pilot/06. Ask
What are the features that are most important on your phone? msg Targeted Questions/CDV
Retention Pilot/06. Ask
Where do you make calls to? msg Targeted Questions/CDV
Retention Pilot/06. Ask
How do you stay in touch with friends and family? msg Targeted Questions/CDV
Retention Pilot/06. Ask
How do you use the internet? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
Do you typically have multiple devices connected to your internet service? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
Do you do any streaming videos or gaming online? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
Who uses the internet in your home? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
How often are you on the internet? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
What types of devices do you use the internet for? msg Targeted Questions/CHSI
Retention Pilot/06. Ask
Targeted Questions/Home
How do you monitor your home? msg Security
Retention Pilot/06. Ask
What kind of TV programs do you like to watch? msg Targeted Questions/Video
Retention Pilot/06. Ask
Who in the home watches TV the most? msg Targeted Questions/Video
Retention Pilot/06. Ask
When you use our free VOD, what programming do you like best? msg Targeted Questions/Video
Retention Pilot/06. Ask
What type of programming does your family enjoy? msg Targeted Questions/Video
Retention Pilot/06. Ask
What channels do you and your family value most? msg Targeted Questions/Video
Retention Pilot/06. Ask
Do you enjoy watching movies/TV shows On Demand? msg Targeted Questions/Video
Retention Pilot/06. Ask
Are you utilizing your DVR services? msg Targeted Questions/Video

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? msg Retention Pilot/11. GBYE
Thank you so much for your loyalty to Comcast! msg Retention Pilot/11. GBYE
You have made a great choice, I know the family will enjoy this great package. msg Retention Pilot/11. GBYE
Do you have any other questions or concerns I can assist you with? msg Retention Pilot/11. GBYE
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
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? msg VCAE Beltway/Openings
Excellent. Is there anything else that we can help you with at the moment? msg VCAE Beltway/Transitions
Great. Can we assist you with anything else today? msg VCAE Beltway/Transitions
Could you please check to ensure that change went through? msg VCAE Beltway/Transitions

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

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 ZICHAT/CAE/Account
registered on the 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 ZICHAT/CAE/Account
appears on the 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 ZICHAT/CAE/Account
associated with the account? msg Verifcation

Thank you for providing the information prior to entering the chat; however, the ZICHAT/CAE/Account
account information doesn't pull up. Would you please verify the account number? msg Verifcation
ZICHAT/CAE/Connect with
I'm doing well, thanks for asking. msg CAE
ZICHAT/CAE/Connect with
First, I am going to review the account. I will be with you momentarily. msg CAE
ZICHAT/CAE/Connect with
Thank you for bringing this to our attention. msg CAE
ZICHAT/CAE/Connect with
Thank you for giving me an opportunity to resolve this. msg CAE
ZICHAT/CAE/Connect with
Thank you for providing that information. msg CAE
ZICHAT/CAE/Connect with
Thank you. msg CAE
ZICHAT/CAE/Connect with
That is correct. msg CAE
ZICHAT/CAE/Connect with
That is great! msg CAE
ZICHAT/CAE/Connect with
You are most welcome. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this DTA for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this DVR for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this Cable Modem for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this eMTA for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this Gateway for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate this CableCARD for you. msg CAE
ZICHAT/CAE/Connect with
I will be happy to activate the equipment for you. msg CAE
You can be confdent that I will be assisting you throughout our conversation until we ZICHAT/CAE/Connect with
fnish your request. msg CAE
ZICHAT/CAE/Connect with
It is my pleasure to assist you. msg CAE
ZICHAT/CAE/Connect with
I totally understand. msg CAE
ZICHAT/CAE/Connect with
Very happy to hear I was able to assist. msg CAE
I apologize for any misunderstandings, and I am willing to assist to get the matter
resolved. msg ZICHAT/CAE/Empathy
I understand your concern. I am committing to getting this resolved. msg ZICHAT/CAE/Empathy
I'm really sorry. I will assist you with correcting the issue. 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. msg ZICHAT/CAE/Empathy
I am sorry for the typo. Please disregard that last message. msg ZICHAT/CAE/Empathy
Thank you for your patience. My apologies for the longer than usual wait. msg ZICHAT/CAE/Empathy
I will defnitely make sure that this is taken care of for you. msg 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
ZICHAT/CAE/Identity
May I please have your name, so I may address you properly? msg Verifcation
ZICHAT/CAE/Identity
May I please have your NTLogin, so I may address you properly? msg Verifcation
I hope your day is going well. How may I help you? msg ZICHAT/CAE/Opening
Thank you for bringing this to our attention, I'm sure we can work together to get this ZICHAT/CAE/Probe &
resolved for you as soon as possible. msg Paraphrase
ZICHAT/CAE/Probe &
Please let me know if that worked and we'll determine the next steps. msg Paraphrase
ZICHAT/CAE/Probe &
I will be glad to assist you. Could you please tell me more about your concern? msg Paraphrase
Please let me know if you are still available to proceed. msg ZICHAT/CAE/Still There

It appears you may have left the chat room. Please acknowledge that you are still
available. This chat will automatically close if no response is received within one
minute. Should you be disconnected after that time, please begin a new chat so that
we can provide you the support that you need. msg ZICHAT/CAE/Still There
Is there anything else that I can assist you with before I transfer you to the correct ZICHAT/CAE/Transfer -
queue for assistance? msg Additional Assistance
Is there anything else that I can assist you with before I transfer you to the supervisor ZICHAT/CAE/Transfer -
queue? 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
ZICHAT/Chat Wrap
Is there anything else I can assist you with today? I will be happy to help you. msg Up/Closing
ZICHAT/Chat Wrap
Is there anything else I can help you with today? msg Up/Closing
ZICHAT/Chat Wrap
Is there anything I can help you with today? I'll be happy to assist you further. msg Up/Closing
Now that we've escalated your ER Ticket and reviewed the details, do you have any ZICHAT/Chat Wrap
additional questions or concerns today? msg Up/Closing
Now that we've resolved your issue(s) and reviewed the details, do you have any ZICHAT/Chat Wrap
additional questions or concerns today? msg Up/Closing
Thank you for your patience, the modem was added to the account. Is there 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 ZICHAT/Chat Wrap
else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the Gateway was added to the account. Is there 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 ZICHAT/Chat Wrap
anything else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the equipment was added to the account. Is there ZICHAT/Chat Wrap
anything else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the CableCARD was added to the account. Is there ZICHAT/Chat Wrap
anything else I can assist you with today? msg Up/Closing/Equipment
It's been a pleasure helping you today. Thank you for contacting the Central Division ZICHAT/Chat Wrap Up/End
Help Desk and have a great day. msg Chat
Thank you very much for your time and patience. It certainly has been my pleasure to
assist you today. Thank you for contacting the Central Division Help Desk and have a ZICHAT/Chat Wrap Up/End
great day. 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 ZICHAT/Chat Wrap Up/Taking
resolving their issue using the number that you provide me. 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
ZICHAT/CHSI/Equipment/Veri
May I please have the MAC Address of the device/s? 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 ZICHAT/CHSI/Equipment/Veri
to 9. msg fcation/MAC
ZICHAT/CHSI/Equipment/Veri
May I please have the Manufacturer of the device(s)? msg fcation/Manufacturer
ZICHAT/CHSI/Equipment/Veri
May I please have the Model Number of the device(s)? msg fcation/Model
ZICHAT/CHSI/Equipment/Veri
May I please have the serial number of the device(s)? 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 ZICHAT/CHSI/Equipment/Veri
power are properly connected with the customer. msg fcation/Troubleshooting

Thank you for your patience, in order to add the eMTA to the account the equipment ZICHAT/CHSI/Equipment/Veri
will need to be online and the frmware update would need to be completed. 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? msg ZICHAT/Hold
Thank you for patiently waiting. msg ZICHAT/Hold
Thank you for your patience. 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? msg ZICHAT/Hold
Would you mind waiting for a couple of minutes while I look into this for you? msg ZICHAT/Hold
Would you mind waiting for a couple of minutes while I research that for you? 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 Verfcation failure

Verifcation/Authorized User
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
West Division Document ID POL1182
Document HOW6194
Northeast Division Document ID POL1663
Document ID POL1525
Central Division Document ID CPN2017
Document ID HOW9937
National Document ID POL1772

Online Cable Issues


DVR Manager Troubleshooting HOW4280
Stream TV Troubleshooting HOW10510

Issues DOC ID
DHCP HOW3588
Internet Explorer HOW7055
Safari HOW7057
Firefox HOW7056
Google Chrome HOW7058
Connect smart TV HOW10913
Email add contact HOW6328
Gaming Console HOW10905
Parentral control HOW6329
Port forwarding HOW9942
View bil online HOW3281
Particular spam HOW3573
Spam HOW6349
Import email HOW3627
Email confguration HOW4168
All in one HOW6341
WiFi off HOW8383
Change Your WiFi Network Name and Password Online HOW10095
Change Your WiFi Network Name and Password with the XFINITY My Account App HOW6361
Change Your WiFi Network Name and Password in the Admin Tool HOW10645
Approved Equipment for XFINITY Internet and XFINITY Voice HOW3717
Recover Deleted Emails - XFINITY Connect Help HOW10758
Restore Deleted Emails - XFINITY Connect Help 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 Document ID PRD1091


Overview
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
DOC ID Emails undelivered
Emails bounce back
HOW7023 Wifi Not working
HOW7024 Secondary email address HTTP ERROR 400 reason Authentication Failed
HOW7025 Trying to set up email on my new ipad / Any external Device
HOW7026 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?
HOW3730 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-and-
support/xfinity-apps/my-account-app-internet-mobile-
troubleshooting

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

VIII. Additional assistance –

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

IX. Satisfaction Question/Survey Pitch Question

I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern
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 ( INSERT-
comcast.customer@gmail.com) ?
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

IF YES,Then take the payment


l
tia
en
ss
tE
Sa
p
Re

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
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 ?
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

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.

day ?
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
Domain is blocked
outgoing emails 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
Document ID HOW7024
Internet Explorer Document ID HOW7023
Firefox 9.x/10.x Browser Document ID HOW4382
Google Chrome 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
m a few steps 1. Unplug the Ethernet wiretemporarily
connected get
fromdisconnected,
the modem to butthe router
dotonot
disconnect
now due to which you will please close thisrouter
session as we will be
2. Connect the Ethernet wire to this computer to acquire direct PC-to-modem
ce the modem is back online. Please inform me once done. Thank you very much. (Give provisioning connectionexpectation 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
do theifspeed
connected/at
test at: the same time we will power cycle
http://speedtest.comcast.net the router
and provide the :This usually
link of fxes most types 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 Modem-
to-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
For aBetter
hard reset to the modem
connectivity, by pressing by
limit interference theplacing
reset hole
your at the back
wireless of it forin5an
gateway seconds untiland
open area thecentral
lights turn off and
location wait till,in
, elevated theupright
modem will beand
position backaway
online
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
Also check, available for purchaseget
may accidentally at many retailers
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
Thankthe survey
you! by clicking
you may the
click the "End
"Exit Chat"
Chat" button
and "Takelocated at thebutton.
Our Survey" bottomYour
right of the chatisscreen.”
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?

No

ct Modem-
steps.
t/xfinity-apps/my-account-app-
ok at everything you can do online
Common - My account

beand
on backaway
online and
from check foritems ,
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
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 ?

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
Thank you! "Endmay
Chat"
clickbutton located
the "Exit Chat"atand
the"Take
bottom
Ourright of the
Survey" chat screen.”
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
Common - My account

nnectivity OR

ms , and interference .
e devices are available for purchase at many
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
Thank you! youbottom right
may click theof"Exit
the chat
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
Common -
ine by checking out http://customer.comcast.com 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
And

That said, generally I am able to


resolve any internet related issues
via the following steps.
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
Thank you! "Endmay
Chat"
clickbutton located
the "Exit Chat"atand
the"Take
bottom
Ourright of the
Survey" chat screen.”
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

1FCR statement

an take the survey by


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. Or
Let me address your concern and provide the best possible resolution. 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

I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . Upd
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. v4
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


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 1-800-934-6489


Xfnity Voice Support Number 1-800-934-6489
Advanced wireless Support Team Number 1-800-934-6489
Activation Team Number 1-855-652-3446
Eloa Confrmation Number 1-855-423-9888
Spanish Technical / Sales team Number 1-877-782-3561 / 888-780-8571
Business Helpline Number 1-800-391-3000
Customer Security Assurance team Number 1-888-565-4329
Services transfer Hotline Number 1-888-245-4000
Internet Essential Contact Number 1-855-850-4550 /1-855-846-8376
Norton Support Number 1-877-272-7149
Comcast XBOX Support 1-800-469-9269 / 425-635-7102
1-877-599-1846
XFINITY Mobile Apps XFINITY Mobile Apps : 1-877-599-1845
XFINITY TV Support XFINITY TV Support : 1-888-586-2364
Seasonal phone support 1-888-633-4266
Customer Security Assurance Department 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
IPV4/SUBNET MASK AND DEFAULT GATEWAY DETAILS
Ipconfig GETS DISPLAYED WITH THIS COMMAND
IPV4/SUBNET MASK, DEFAULT GATEWAY, DHCP AND DNS
Ipconfig/all DETAILS GETS DISPLAYED WITH THIS COMMAND
Ipconfig/release Release IP form system
Ipconfig/renew Renew Ip from system
Ipconfig/displaydns Display only dns details of system
Ipconfig/flushdns Remove/flush out DNS from system
Ipconfig/registerdns Register DNS in system
To detect packet loss and connection between system
Ping and Router/gateway
Directly gives IP address of particular website and LAN/or
Nslookup server IP
Takes directly to internet properties of
inetcpl.cpl Browser(General/security/privacy and advanced settings
also browser reset option settings)

Ping 10.0.0.1 Or ping 192.168.1.1 Or ping 192.168.0.1


Ping Test (Based of Ip address of Router/gateway)
If packet loss is 0%

If packet loss is 100%


Result of Ping Test

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 Stop downloading current page
F5 Refresh page
F11 Toggle browser between full-screen and regular view
ALT + Left Arrow Back
ALT + Right Arrow Forward
ALT + HOME Go to homepage
CTRL + D Add page to Favorites
CTRL + F Find on page
CTRL + H Open History
CTRL + I Open Favorites
CTRL + P Print
CTRL + T Open new tab
CTRL + TAB Switch to next tab
CTRL + W Close current tab
CTRL + 9 Switch to last tab
CTRL + SHIFT + H Open History in pinned mode
CTRL + SHIFT + Q View list of open tabs
CTRL + SHIFT + TAB Switch to previous tab

Mozilla Firefox Keyboard Shortcuts


Mozilla Firefox Shortcuts Function
ESC Stop downloading current page
F5 Refresh
F11 Full screen view
ALT + HOME Go to homepage
ALT + Left Arrow Back
ALT + Right Arrow Forward
CTR + + Zoom In
CTR + - Zoom Out
CTRL+ 0 Zoom Reset
CTRL + K Select a search bar
CTRL + TAB Switch tabs
CTRL + D Add bookmarks
CTRL + B Open Bookmarks
CTRL + P Print
CTRL + R Reload
CTRL + T New Tab
CTRL + N New Window
SHIFT + ENTER Open link in new window

Google Chrome Keyboard Shortcuts


Google Chrome Shortcuts Function
ALT + F4 Close current window
ALT + HOME Open homepage
ALT + SHIFT +B Open Bookmark manager
CTRL + B Toggle Bookmarks on/off
CTRL + H View History
CTRL + N Open new window
CTRL + T Open new tab
CTRL + O Open a fle from your computer in Google Chrome
CTRL + P Print page
CTRL + W Close current tab
CTRL + 9 Switch to last tab
CTRL + SHIFT + B Open the Bookmark manager
CTRL + SHIFT + N Open a new window in incognito mode
Reopen the last tab you've closed (Chrome remembers
CTRL + SHIFT + T last 10)
CTRL + TAB Switch to next tab
CTRL + PageUp Switch to previous tab
CTRL + PageDown Switch to the next tab
CTRL + (click hyperlink) Open link in new tab in the background
SHIFT + (click hyperlink) 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 Don’ts

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.

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