Professional Documents
Culture Documents
491991 Username
492313 Address
492316 No Adjustment
491999 Survey
492242 X1 Features
218268 BB Greeting1
390894 BB Greeting2
218537 BB Pleasure
218539 BB Welcome
218483 BB Information
218484 BB Verify name
218265 BB Delay
218246 Research
218247 Retrieve
218542 Adding HD
218256 BB close
218257 BB Assistance1
218258 BB Assistance2
218259 BB Assistance3
218260 BB Questions
218262 BB Inquiries
218523 BB Assistance 4
391825 RTP no D2
391826 RTP no D3
492454 Pre-Activation 01
492455 Pre-Activation 02
492456 Pre-Activation 03
492457 Pre-Activation 04
492458 Pre-Activation 05
492386 Authentication
492389 Explanation
492390 Explanation2
492667 30 Day
492669 SIK1
492670 sik2
491806 Correct
491807 Great
491816 Assure
491818 Understand
491763 Misunderstanding
491764 Concern and Help
491765 So Sorry
491766 Frustration
491821 NT Login
492381 Day Going well - No Info
491845 ER Ticket
491757 EMTA
491758 Gateway
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Does it blink three times and pauses continuously? 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
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
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
Take Ownership
Take Ownership
Take Ownership
Take Ownership
Take Ownership
Take Ownership
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
Probe to Understand/CHSI
Probe to Understand/CHSI
Probe to Understand/General
Probe to Understand/General
Probe to Understand/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 HC
Troubleshooting/Explain HC
Troubleshooting/Explain
Troubleshooting/Explain resolved
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
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
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
Does my area have the Terabyte Data Usage Plan? Document ID HOW10188
XFINITY Latino Packages Overview Document ID PRD1294
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
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
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…
Online Streaming
Survey
New additions
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
That said, generally I am able to resolve the issues via following steps.
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.
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
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.
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 .
Empathy Statements
I understand what you mean’
I understand why you would think that way’.
Closing
I’m happy that I was able to assist you today.
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
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?
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
ow I assisted you and resolved your issue on the chat. Can I count on you for that?
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
Intermittent/Slow connectivity
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
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
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
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 (___) .
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
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
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
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?
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.
III. Probing
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.
- Mode of connection
- Age of issue
I would request you to please check your device location, it should not be installed near any electronic dev
Could you please confirm how many devices are using the same connection/network?
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
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
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
Pls ensure that you are talking to the customer about each trouble shooting step.
“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
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
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
- Ask the customer why was he\she trying to reset the password
IF YES
- Satisfaction question
I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern
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
IF YES
Then take the payment
- Health Check
- Satisfaction question
I would request you to please spare a few seconds to tell us how I assisted you and resolv
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
Expectation setting
Verification (Primary)
Verifcation Failed
Verification Passed
Probing
If not Resolved
Health check
Email capture
Post Verification
Unable to verify If
customer not at home
EMAIL CPNI
Mobile customers
Customers with Mobile Phone Access
LOGIN Y/N
Link (Optional)
Confirmation of login
Future Recommendation
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
8) Self-Installation Kit
9) Password Reset
And
That said, generally I am able to resolve
any internet related issues via the
following steps.
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.
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.
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?’
" 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.
“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.
( If SSO is yes)
Note :
Ask the customer why was he\she trying to reset the password
Update ver4
Ver 3
Ver 3
Ver 3
Ver 2
Saves FCR
-account-app-internet-mobile-troubleshooting
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
Verification (Primary)
Verification Passed
If not Resolved
Health check
Resolution Confirmation - Previous Issue
Email capture
Probing
Expectation setting
Troubleshooting
Incoming Email (Web mail)
Incoming Email (Client)
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
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.
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)
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?
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.
Let's add these email addresses to your email safe list so you can continue receiving emails from them.
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.
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.
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 ( ___) .
“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.
ver 3
( If SSO is yes)
Update ver4
Domain is blocked
outgoing emails Email address is incorrect
https://customer.xfnity.com/help-and-support/internet/email-client-programs-with-xfnity-email
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/
1FCR statement
mail issue, I checked your username
alternate browser and found out that
when accessing email.
fx the issue.
Greeting
Assurance
Verification (Primary)
Verification Passed
Failed Verification
(CHSI)
If not Resolved
Health check
Email capture
Expectation setting
Probing
Troubleshooting
Speed test
If Wireless connection
Cx education
Provisioning
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.
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
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
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.
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)
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.
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/
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.
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
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
ded in order for us to do a system back end server speed check to determine signal drops and fluctuation points.
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?’
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.
“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.
( 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.
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 .
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
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
1FCR statement
service we provide to you. You can
minary troubleshooting? Get the MAC # of
minary troubleshooting? Get the MAC # of
ect router
nnection
seconds until the lights turn off and wait till
the result.
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/
Greeting
Assurance
Verification (Primary)
Verification Passed
If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting
Unscrew Coaxial Cable
Disconnecting Splitter
Cx education
Scheduling Technician
8) Self-Installation Kit
9) Password Reset
And
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)
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.
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?’
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.
“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.
( If SSO is yes)
Update ver4
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.
Greeting
Assurance
Verification (Primary)
Verification Passed
Failed Verification
(CHSI)
If not Resolved
Health check
Email capture
Expectation setting
Probing
Troubleshooting
Scheduling Technician
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.
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
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)
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.
Could you please confirm how many devices are using the same connection/network?
Troubleshooting
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?’
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.
“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.
( If SSO is yes)
Update ver4
Or
and
Age of issue
Number of devices.
hooting
Common -
ine by checking out http://customer.comcast.com My account
r purchase at many retailers
1FCR statement
Greeting
Assurance
Verification (Primary)
Verification Passed
Failed Verification
(CHSI)
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
Technician visit
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.
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
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)
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.
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.
Could you please confirm how many devices are using the same connection/network?
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.
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.
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?’
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
“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)
Update ver4
Wireless
Age of issue
Number of devices.
ting
e by checking out Common -
My account
for purchase at many retailers
1FCR statement
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
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
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.
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.
If this doesn't restore your connection, try connecting your computer directly to your modem :
1800-XFINITY
Automatic Opening Ex
Greeting
Assurance
Verification (Primary)
Verification Passed
Failed Verification
(CHSI)
If not Resolved
Health check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting
Resolve/Address Issue(s)
Summarization
Cx appreciation
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.
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)
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?’
“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-
1FCR statement
service we provide to
Automatic Opening Ex
Greeting
Assurance
Verification (Primary)
Verification Passed
If not Resolved
Health Check
Email capture
Health Check Result
Expectation setting
Probing
Troubleshooting
Resolution Communication
Summarization
Cx appreciation
Self help
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 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?
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.
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 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/.
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)
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.
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.
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
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
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.
1-800-391-3000
View Past Bills :
https://customer.xfnity.com/#/billing/past-statements
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
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/
Caller ID setup:
http://customer.xfnity.com/help-and-support/phone/about-caller-id
Call Screening:
http://customer.xfnity.com/help-and-support/phone/call-screening/
Router Config.
http://webadmin.comcast.net/xb3/USGCUSADMIN/at_a_glance.php
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
Channel Lineup
http://customer.xfnity.com/help-and-support/cable-tv/id11-channel-lineup/
Windows problems
http://www.tech-pro.net/howtos.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.
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
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.
7. Select the Service Type. The Service Type is the protocol used for
sending data over the Internet. The default is TCP/UDP.
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.
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.
No troubleshooting /Steps
No troubleshooting /Steps
No troubleshooting /Steps
No troubleshooting /Steps
Steps:
Power up your PSP system.
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.
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)
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
Requirement Just like Facebook, a customer needs to have a Facebook account for us to link it to the X1 TV.
Use Positive and Power words Like : Great, Glad to inform you .
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.