CSR-SCHOLAR (Chat Scripts Reinvented Ver 3.5)

INDEX Version New Additions
UID UID Issue

Email issues
Slow Speed
Ver 1
CHSI Intermittent Connection
No internet
Wifi
Recommended Spiels
Important Numbers v2
Important Linksv2 Ver 2
General Information How To v2
Pandora v2
Wifi Set up Steps Ver 3
ITG Doc ID
Smart Know How's
Ver 3.1
Port Forwarding 1
Command and OS shortcuts
Sales Checklist Ver 3
Sales
TSR Spiels(In a separate folder)
Data usage Data usage
Ver 3.1
Outage Outage Spiels
Support Centre Spiels with Keywords
SC Keywords
Typ
chcc_id Usage Title Details e Path Tittle
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
492666 GS Callback Pilot Phone Number information. msg 1 Chat Flow/1 Callback Pilot
1 Chat Flow/A.
I'm sorry to hear that. We would love to keep you as a customer. Is there a Acknowledge with Empathy Acknowledge with Empathy or
492111 Disconnect Avoidance particular reason you want to disconnect? msg or Understanding Understanding
1 Chat Flow/A.
I'm sorry the self-install kit didn't work out for you. Would you like to try it together Acknowledge with Empathy Acknowledge with Empathy or
492126 SIK Didn't Work while we're on this chat? msg or Understanding Understanding
1 Chat Flow/A.
Acknowledge with Empathy Acknowledge with Empathy or
492131 GS Work Together to Fix Issue Let's work together to get this issue fixed for you. msg or Understanding Understanding
1 Chat Flow/A.
492164 GS Request Earlier Appointment Let me see if we have any earlier times available. msg or Understanding Understanding Tech Visit
1 Chat Flow/A.
Hi (CUSTOMER NAME) - this is (AGENT NAME) with Comcast Live Chat support. How Acknowledge with Empathy Acknowledge with Empathy or
492220 Auto Greeting can I assist you? msg or Understanding Understanding
1 Chat Flow/A.
492342 Sorry Fee Not Disclosed I'm sorry this fee wasn't disclosed to you. msg or Understanding Understanding
1 Chat Flow/B. Take
492303 GS Right Size Reassurance Let's take a look at your account and find something that fits your needs. msg Ownership Take Ownership Sales
1 Chat Flow/B. Take
492304 TBU PW Reset Reassurance I'd be happy to help you reset your account password. msg Ownership Take Ownership UID password
1 Chat Flow/B. Take
492278 TBU Internet Issue Reassurance I'd be happy to help you with your internet issue. msg Ownership Take Ownership
1 Chat Flow/B. Take
492279 Cable Issue Reassurance I'd be happy to help you with your cable issue. msg Ownership Take Ownership
1 Chat Flow/B. Take
492280 TBU Phone Issue Reassurance I'd be happy to help you with your phone issue. msg Ownership Take Ownership
I can help you transfer your services to the new address and I will be glad to look 1 Chat Flow/B. Take
492296 TBU Move Order Reassurance into available dates. msg Ownership Take Ownership Service xder
Let's go over your account charges together, and get some clarification around your 1 Chat Flow/B. Take
492301 Review Charge Reassurance bill. msg Ownership Take Ownership
1 Chat Flow/B. Take
492084 Activate This Box Let's get your equipment activated together. msg Ownership Take Ownership
1 Chat Flow/B. Take
492085 Note Account I'll update that on your account now. msg Ownership Take Ownership
1 Chat Flow/C. Capture
491985 Comcast Uses For Email Can you verify your email address for account and informational updates? msg Email Address Capture Email Address
1 Chat Flow/D. Account
Security
Verification/Authorized
491987 GS Privacy Explanation Account information is only available to the account holder or an authorized user. msg User Verification/Authorized User Verfication failure
Security
491962 Name Not Listed on Account I'm sorry, your name isn't listed on the account as an authorized user. msg User Verification/Authorized User
Security
492046 Add Authorized User? Would you like to add an authorized user to your account? msg User Verification/Authorized User
Security
492008 Need to be Added as Authorized User The account holder has to add your name as an authorized user. Are they available? msg User Verification/Authorized User
I'm sorry, but I can't activate your service without full account verification. You can 1 Chat Flow/D. Account
492033 Can't Activate Service, Please Call activate your service by calling 1-800-931-0790. msg Security Verification/Failure Verification/Failure

491879 Different Info on Account I'm sorry, but the info on your account is different than what you've given me. msg Security Verification/Failure Verification/Failure
Can you provide the last 4 digits of your Social Security Number for account Security Verification/Gather
491963 Last 4 of SSN verification purposes? msg Info Verification/Gather Info
Can you provide your full name, phone number, and PIN or last 4 digits of your SSN Security Verification/Gather
491960 Name, Phone #, Last 4 of SSN, PIN for account verification purposes? msg Info Verification/Gather Info
I can't seem to find an account with that info. Could you give me the full service Security Verification/Gather
491983 Can't Find Account, Request Full Address address that appears on your online account or bill? msg Info Verification/Gather Info
Security Verification/Gather
491991 Username Could you please tell me your username? msg Info Verification/Gather Info
492313 Address Can you provide your address for account verification purposes? msg Info Verification/Gather Info
492346 Existing Account? Do you have an existing account? msg Info Verification/Gather Info
I apologize, but the information entered on the website was not passed over to me. Security Verification/Gather
492350 No Pre-Chat Info I'll need to ask you a few questions to get started. msg Info Verification/Gather Info
Security
Can you please provide your 4 digit security PIN? It was given to you after your Verification/Security Verification/Security Question
492300 Ask for Security PIN phone service was installed or that you setup previously on your account. msg Question and PIN and PIN
Security
Your Security PIN will be mailed to you within 5 business days. Once you receive it, Verification/Security Verification/Security Question
492205 Mail Security PIN, 5 Business Days please chat again so we can reset your password. msg Question and PIN and PIN
Security
You can also verify yourself by answering the secret question that you've created. Verification/Security Verification/Security Question
491958 Please Answer Secret Question Your secret question is: msg Question and PIN and PIN
Security
Verification/Security Verification/Security Question
492042 Mail Security PIN? If you'd like, I can mail your security PIN to the address on your file via USPS. msg Question and PIN and PIN
Security
It looks like you haven't set up a security question for your account yet, so I'll need Verification/Security Verification/Security Question
491952 No Security Question Set Up to call you on your Comcast phone. msg Question and PIN and PIN
1 Chat Flow/E. Verify
Account Status in the Billing
492263 Inform of Past Due Balance I also see that there's a $[DOLLAR AMOUNT] past due balance on your account. msg System (ACSR or COMTRAC)
1 Chat Flow/F. Review
Services in the Billing
491953 Modem Offline Status It looks like your modem is offline. Let's try to figure out what's wrong. msg System (ACSR or COMTRAC)
492036 Confirm Channel is Still Included Let me check your account to confirm this channel is still included in your package. msg System (ACSR or COMTRAC)
Based on the serial number, your account shows that you are leasing your Services in the Billing
491950 Equipment is Comcast Leased equipment from Comcast. msg System (ACSR or COMTRAC)
491965 Check Account For Service Features and Notes Let me go through your account to see if there are any notes related to this issue. msg System (ACSR or COMTRAC)
1 Chat Flow/G. Perform a
491956 TBU Modem Signal Levels Green Your signal is green, so your modem connection is stable. msg Health Check in Einstein Health Check in Einstein HC
1 Chat Flow/G. Perform a
491889 TBU Checking for Outages Let me take a minute to see if you're being affected by an outage in your area. msg Health Check in Einstein Health Check in Einstein Outage
Our Network Engineers are doing some maintenance work in your area, but it should 1 Chat Flow/G. Perform a
491899 TBU Resolved Within 24 Hours be resolved within 24 hours. msg Health Check in Einstein Health Check in Einstein Outage
It looks like your issues are being caused by a larger service interruption. I've got our
engineers working on the problem and hopefully your service will be restored 1 Chat Flow/G. Perform a
491905 TBU Restored Shortly, Larger Service Interruption shortly. I'm sorry about the inconvenience! msg Health Check in Einstein Health Check in Einstein Outage
1 Chat Flow/H. Probe to
Understand the Issue and
Determine the Root
492320 How Was Equipment Returned? When and how the equipment was returned? msg Cause/Billing
Determine the Root
492324 Ask for Billing Date Can you tell me the billing date? It should be on the upper right corner of you bill. msg Cause/Billing
Determine the Root
492032 All Phones Affected? Is this issue affecting all the phones in your home? msg Cause/CDV
Determine the Root
492010 First Time Accessing Voicemail? Is this the first time you're accessing voicemail, or have you set it up before? msg Cause/CDV
Determine the Root
492043 Transfer Phone Number Confirmation Is [XXX-XXX-XXXX] the phone number you'd like to transfer? msg Cause/CDV
Determine the Root
492052 TBU Phone Modem Lights Blinking or Solid? Are the phone modem lights blinking or solid? msg Cause/CDV
Can you provide the MAC address that’s located at the back or bottom of your Determine the Root
491917 GS Verify MAC Address of Modem Want Provisioned modem? I want to make sure I'm working with the right device. msg Cause/CHSI Probe to Understand/CHSI provisioning
Determine the Root
491929 Lease or Own Router? Are you leasing your router from Comcast or did you purchased it on your own? msg Cause/CHSI Probe to Understand/CHSI
Determine the Root
492264 TBU Trying to Connect Via Wireless? Are you using a wireless or wired internet connection? msg Cause/CHSI Probe to Understand/CHSI Internet issues
Determine the Root
492265 TBU Wireless Network Name? What is the name of the wireless network you're connected to? msg Cause/CHSI Probe to Understand/CHSI Wireless
Are you connected to a router you are leasing from Comcast or to a router you Determine the Root
492281 Leased or Owned Router? purchased on your own? msg Cause/CHSI Probe to Understand/CHSI
Determine the Root
492282 Leased or Owned Equipment? Are you using Comcast leased equipment, or your own? msg Cause/General Probe to Understand/General
Determine the Root
492291 TBU Recent Move? Have you moved or had your services transferred recently? msg Cause/General Probe to Understand/General Connection issues
Determine the Root
492236 Suspend All or Some of Services? Would you like to suspend all of your Comcast services? msg Cause/General Probe to Understand/General
Determine the Root
492044 Do You Have Home Alarm System? Do you have a home alarm system? msg Cause/General Probe to Understand/General
Determine the Root
492027 TBU Give More Details Can you give me some more details about your issue? msg Cause/General Probe to Understand/General General
How long have you been experiencing this issue? Have you done anything to try and Determine the Root
491988 TBU Troubleshooting Steps Tried Already? resolve it on your own? msg Cause/General Probe to Understand/General General
Determine the Root
491977 TBU Power Strip? Is there a surge protector or power strip connected to your device? msg Cause/General Probe to Understand/General General
Determine the Root
491993 Comcast Remote? Are you using a Comcast remote, or a different one? msg Cause/Video
Determine the Root
491990 See Any Picture, Screen All Black? Do you see any picture on your TV, or is it a black screen? msg Cause/Video
Determine the Root
492041 All Channels or Some Affected? Does this happen on just one particular channel or on all channels? msg Cause/Video
Determine the Root
492023 TBU What Error Message? What error message are you seeing? msg Cause/Video General
Can you give me the serial number of the affected box? The serial number (also Understand the Issue and
called the "SN") is found on a sticker at the back of or at the bottom of the box. It Determine the Root
491882 Give Me Serial Number of Device starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters. msg Cause/Video
I see that you have multiple boxes on your account. Are all of your boxes affected, Determine the Root
492275 Number of Affected Boxes or just one? msg Cause/Video
Please note the following instructions: I will be providing you with a password reset
code and a link to enter the code. It's important to note that the code is temporary, 1 Chat Flow/I. Perform All
and will expire soon. The link will open a new window, so please return to this chat Necessary Research and
492272 UID/PW Reset window and confirm once your password is reset. msg Troubleshooting/Account Troubleshooting/Account
1 Chat Flow/I. Perform All
To ensure complete security of your debit card information, I will provide a secure Necessary Research and
492288 Secure Payment Link 1 link for you to submit your card details. msg Troubleshooting/Account 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.xfinity.com/Forms/CreditCard?room=d69df761- 1 Chat Flow/I. Perform All
606b-4f00-8205-4972f526a05a Please remember that clicking on the link will utilize Necessary Research and
492289 Secure Payment Link 2 the one time web page and can not be reused. msg Troubleshooting/Account Troubleshooting/Account
Your disconnected account has been restored. Please unplug your modem, and then Necessary Research and
492290 Restored Account plug it back in for your services to resume. msg Troubleshooting/Account Troubleshooting/Account
Necessary Research and
492295 New Address for Move Order Please provide the full address where the services will be transferred to. msg Troubleshooting/Account Troubleshooting/Account
491916 Verify User ID Using to Log In Can you tell me what username you're using? msg Troubleshooting/Account Troubleshooting/Account
To login, please go to www.xfinity.com/account and enter your email username and Necessary Research and
491935 Online Login Instructions password. msg Troubleshooting/Account Troubleshooting/Account

What would you like your username to be for your Comcast account and email Necessary Research and
491923 Create Comcast Email Address address? msg Troubleshooting/Activation Troubleshooting/Activation

491898 1st Time Activating? Is this the first time you've activated this device? msg Troubleshooting/Activation Troubleshooting/Activation

Each device that you use needs to be provisioned. Do you have any that need to be Necessary Research and
491914 Each Device Needs Seperate Provisioning provisioned? msg Troubleshooting/Activation Troubleshooting/Activation

491892 Send Signal to Start Activation I'm going to send a signal to your device to start the activation process. msg Troubleshooting/Activation Troubleshooting/Activation

491883 Added Device and Ready For Activation The device has been added to your account, and now is ready for activation. msg Troubleshooting/Activation Troubleshooting/Activation

I'm sorry, but I can't restore your services at that address until you pay your Necessary Research and
492348 Outstanding Balance - Can't Restore outstanding balance. msg Troubleshooting/Activation Troubleshooting/Activation
Your billing cycle runs from [START DATE] of this month until [STOP DATE] of next Necessary Research and
492323 Billing Cycle Dates month. msg Troubleshooting/Billing
492325 PPV - Movie Viewing Time I see that the movie you have purchased was viewed for [MINUTES VIEWED]. msg Troubleshooting/Billing
Because of this, the charge for the PPV/VOD is valid and we can't process a credit Necessary Research and
492326 PPV - No Credit for Purchase request. msg Troubleshooting/Billing
Since the movie was purchased by mistake, and you have an excellent payment Necessary Research and
492327 PPV - Credit for Accidental Purchase history, I can process a credit request to waive the charge as a one-time courtesy. msg Troubleshooting/Billing
492328 Modem Fee The fee for renting a Comcast modem is $[XX] per month. msg Troubleshooting/Billing
The prorated amount is calculated by: (# of days of service in the billing cycle) / (# of Necessary Research and
492330 Proration Explanation days in billing month multiplied by monthly rate for the service) msg Troubleshooting/Billing
I understand you want to change your billing due date. Your due date is based on 1 Chat Flow/I. Perform All
your installation date and unfortunately can't be changed. I sincerely regret any Necessary Research and
492331 Due Date Can't Change inconvenience this may cause you. msg Troubleshooting/Billing
I'd be happy to give you the mailing address for your payment, just a moment. 1 Chat Flow/I. Perform All
*Remember to note your account number on the check or money order if you don't Necessary Research and
492333 Will Give Payment Mailing Address have the original payment return slip. Please do not mail cash. msg Troubleshooting/Billing
I will provide your current balance. Please allow me a few minutes to access your Necessary Research and
492336 Hold for Current Balance account. msg Troubleshooting/Billing
I see that an unreturned equipment charge of [$XX.XX] was added to your bill for the Necessary Research and
492318 Unreturned Equipment Charge equipment that wasn't returned when you disconnected the services. msg Troubleshooting/Billing
I see that your equipment has already been returned. You will not receive any Necessary Research and
492319 Equipment Has Been Returned unreturned equipment charges. msg Troubleshooting/Billing
So your corded phone is now plugged in directly to the TEL1 port on the back of your Necessary Research and
492284 Wired Phone Connections modem (below the USB port), right? msg Troubleshooting/CDV
492213 Test Call Ask I'm going to call your phone to make sure it's working. Please give me 2 minutes. msg Troubleshooting/CDV
492186 Check Status of Phone Number Please give me a moment to check the status of your phone number. msg Troubleshooting/CDV
I can change your voicemail password for you or you can change it by phone or Necessary Research and
491918 Change VM Password Preference? online at xfinity.com. How would you like to reset your password? msg Troubleshooting/CDV
Let's run a quick test to make sure your unanswered calls are going to voicemail. I'm Necessary Research and
491920 VM Test Call, Don't Answer It going to call you, but please don't answer it. msg Troubleshooting/CDV
Please change the phone connection on the back of your modem from Tel 1 port to Necessary Research and
491959 Switch Tel 1/2 Port Tel 2 (or vice versa). msg Troubleshooting/CDV
491969 Reset Cordless Phone1 Follow these steps to reset and refresh the settings of your cordless phone. msg Troubleshooting/CDV
To reset your cordless phone, hang up the handset on the base station and Necessary Research and
491971 Reset Cordless Phone2 disconnect the phone base station from the power and wall outlet. msg Troubleshooting/CDV
Then wait about 10 seconds and plug the base station back in to the wall and let it Necessary Research and
491972 Reset Cordless Phone3 power on. This should synchronize the handset channel to the base station channel. msg Troubleshooting/CDV
I'll do a remote reset of your modem. Our chat will be briefly disconnected, but we'll Necessary Research and
491966 Modem - Remote Reset be reconnected in this same window once the connection is restored. msg Troubleshooting/CHSI 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
491967 Modem - Power Cycle back in and the lights turn back on. msg Troubleshooting/CHSI Troubleshooting/CHSI
We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a
paperclip to push the button inside the reset hole at the back of the device. Press 1 Chat Flow/I. Perform All
and hold for about 5 seconds. You should see the lights on the device turn off and Necessary Research and
491961 Modem - Hard Reset start flashing as it comes back online in 1-3 minutes. msg Troubleshooting/CHSI Troubleshooting/CHSI
491957 Try Using Another Browser Try using another browser, like Firefox or Chrome. This should fix the problem. msg Troubleshooting/CHSI Troubleshooting/CHSI
Next we need to power cycle your modem and router. Please unplug the power 1 Chat Flow/I. Perform All
cord to both devices for 1 minute. Please let me know when you plug it back in and Necessary Research and
491921 Power Cycle Modem and Router the lights are on. msg Troubleshooting/CHSI Troubleshooting/CHSI
Hmm, it looks like something went wrong at installation. Could you please reinstall Necessary Research and
491902 Reinstall Mobile Application the application on your mobile device? I'll wait while you try it. msg Troubleshooting/CHSI 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
492294 Modem - Power Cycle 2 back in and the lights are on. msg Troubleshooting/CHSI Troubleshooting/CHSI
I'm sorry, but the Modem you're trying to activate isn't supported by Comcast. Necessary Research and
492380 Modem Not Supported Please go to http://mydeviceinfo.comcast.net to see a list of supported modems. msg Troubleshooting/CHSI Troubleshooting/CHSI
It does look like your signal strength is lower than normal. Let's schedule a Necessary Research and
492292 TBU Low Signal - Schedule Tech technician to resolve the issue at your house. msg Troubleshooting/Explain Troubleshooting/Explain Tech Visit
There's a chance that our chat will get disconnected, but do not close the chat 1 Chat Flow/I. Perform All
session as it will resume once the connection is restored. Let me know once you're Necessary Research and
492293 Used Chat Disconnect Warning done. msg Troubleshooting/Explain Troubleshooting/Explain Chat disconnect
The diagnostic check didn't reveal any issues with your equipment or your account, Necessary Research and
492283 TBU No Diagnostic Findings so let's do some troubleshooting to resolve your issue. msg Troubleshooting/Explain Troubleshooting/Explain HC
492266 TBU Diagnostic Check Hold I'm going to run a diagnostic check on my end. It will take a minute or two. msg Troubleshooting/Explain Troubleshooting/Explain HC
I'm really sorry that your issue wasn't fixed on time. Unfortunately, we had to cancel 1 Chat Flow/I. Perform All
the appointment because the technician made a pre-call that was not answered. For Necessary Research and
492155 Tech Pre-Call Missed, Can't Reimburse that reason I can't make an adjustment for the missed appointment. msg Troubleshooting/Explain Troubleshooting/Explain
491891 TBU Is the Issue Resolved? Is the issue resolved? msg Troubleshooting/Explain Troubleshooting/Explain resolved
The device or coaxial outlet could be defective, or there could be an issue with the Necessary Research and
491954 TBU Explanation For Wiring Issue (Post Troubleshooting) outside connection to the pole. msg Troubleshooting/Explain Troubleshooting/Explain wired internet
491955 TBU Device Isn't Responding to Activation Signal Your device isn't responding to the activation signals I'm sending it. msg Troubleshooting/Explain Troubleshooting/Explain
Can you please check all cable connections to and from your cable box and TV? Also Necessary Research and
491936 Check All Cable Connections please double check that they are both turned on. msg Troubleshooting/Video
Please use your Comcast remote control to see if you're able to view at least three Necessary Research and
491894 Use Remote to View Channels clear channels. msg Troubleshooting/Video
491895 Use Remote to Change Volume Can you adjust the volume with your Comcast remote? msg Troubleshooting/Video
491896 Use Remote to Power TV 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
491922 Confirm Input HDMI, set it to the HDMI input source. msg Troubleshooting/Video
If your remote is broken, one of our local service centers will replace it with a new Necessary Research and
491912 Swap Broken Remote Control one for free. msg Troubleshooting/Video
Next we need to power cycle your box. Please unplug the power cord to your cable 1 Chat Flow/I. Perform All
box and leave it unplugged for 20 seconds. Please let me know when you plug it back Necessary Research and
492287 Power Cycle Cable Box in and the lights are on. msg Troubleshooting/Video
Can you please try to access your On Demand service again, and then let me know if Necessary Research and
492305 Access OnDemand 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 Expectation setting
492310 TBU New Customer Account Setup sending you an email with this same link in it. msg Customer/Account Customer/Account
I have verified we can remotely activate the services at your new address. Simply
bring your current equipment with you and hook them up to the new outlets. Follow 1 Chat Flow/J. Set Proper
the link and easy instructions and you can activate your equipment at www.xfinity. Expectations With the Expectation setting
492297 Remotely Activate Service com/activate msg Customer/Account Customer/Account
The disconnection date for your services is [DATE] and you don't need to be present. 1 Chat Flow/J. Set Proper
Don't forget to bring your cable boxes, modem, all associated wiring, and any Expectations With the Expectation setting
492298 Moving Disconnect Recap remotes you have to your new home. msg Customer/Account Customer/Account
I'm sorry but we can't extend that promotion further. Even at the standard rate, 1 Chat Flow/J. Set Proper
your services are a great value! We can review your current services to make sure Expectations With the Expectation setting
492260 Can't Extend Promo you're getting the best value for your money. msg Customer/Account Customer/Account
1 Chat Flow/J. Set Proper
When the extended promotion ends, all your services will be at the standard retail Expectations With the Expectation setting
492262 Promo Ends Services at Retail Rate rate. msg Customer/Account Customer/Account
We can clear out the current security code so that you can reset it. Please give me a Expectations With the Expectation setting
492191 Clear Out Security Codes moment. msg Customer/Account Customer/Account
I can update your billing address, but anything sent prior to the change will go to Expectations With the
492157 Billing Address Change, Mailings Delayed your 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 first 1 Chat Flow/J. Set Proper
month excluding taxes will be $[XX.XX] You'll receive a confirmation email within 24 Expectations With the
492299 Monthly Bill Expectations 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 Expectations With the
492312 Due Date Extension being disconnected. msg Customer/Billing
We want to ensure you're aware of any changes to your services or pricing so there 1 Chat Flow/J. Set Proper
are no surprises. The message on your bill is to inform you that the promotion that Expectations With the
492321 End Promo Notice you're currently receiving is about to end. msg Customer/Billing
To avoid service interruption, the entire payment of the past due amount must be Expectations With the
492322 Give Due Date posted to your account before [DATE] msg Customer/Billing
The adjustment has been approved and applied to your account. You should see the Expectations With the
492315 Adjustment Applied credit appear on your bill in the next 1 to 2 billing cycles. msg Customer/Billing
Expectations With the
492316 No Adjustment I understand your frustration but we can't apply an adjustment for that reason. msg Customer/Billing
Unfortunately, I can't reverse the payment in my billing system, but I'll submit a Expectations With the
492317 Can't Reverse Payment request to our Accounting Dept. to issue you a refund. msg Customer/Billing
Your cut-off date is: [CUT OFF DATE]. Any changes to your billing information (as well Expectations With the
492337 Cycle Cut Off Date as changes to the package) after the cut-off date will reflect on the next bill. msg Customer/Billing
The balance on your account is due on [DUE DATE]. A late fee will be assessed on Expectations With the
492338 Due Date your account if a payment is not made before this date. msg Customer/Billing
If an initial payment is unsuccessful, we'll make one more attempt to process the 1 Chat Flow/J. Set Proper
payment within 2 business days. If the 2nd attempt is still unsuccessful, a Returned Expectations With the
492339 Unsuccessful Payments Payment fee will be added to the bill. msg Customer/Billing
As a new customer, it can take up to two business days for billing info to appear Expectations With the
492329 2 Days Reflect Online Billing Info online. msg Customer/Billing
492335 7-10 Days Reflect Payment It'll take about 7-10 business days for your account to show your payment. msg Customer/Billing
492341 Payment Processing Fee There is a payment processing fee of [$XX.XX]. msg Customer/Billing
The number you gave me isn't local to your calling area so unfortunately, it can't be Expectations With the
492369 Non-Local Number transferred. I can set you up with a new number from Comcast, is that OK? msg Customer/CDV
Who is your previous phone provider? I'll check to see if the number is ready to Expectations With the
492370 Check Transfer Number transfer. msg Customer/CDV
The number you provided can't be ported. We can continue by providing you a Expectations With the
492202 Can't Port Phone # Comcast generated phone number. Will that be OK? msg Customer/CDV
Once I get your account reactivated, your cable TV and Internet should be available Expectations With the
492189 24 Hours Before Use Phone right away, but it may be up to 24 hours before you can use your phone again. msg Customer/CDV

Expectations With the Expectation setting
492258 TBU Contact Number and Time Can I have a good contact number for you and the best time to reach you? msg Customer/Escalation Ticket Customer/Escalation Ticket
I'm so sorry about this. I'm going to make sure it's taken care of right away, so I'll
escalate it to the local office. They'll contact you soon and schedule a time for a 1 Chat Flow/J. Set Proper
technician to come out and take care of that cable. Could you just give me a phone Expectations With the Expectation setting
492259 GS Down Cable Line number and time of day that's best for them to get in touch? msg Customer/Escalation Ticket Customer/Escalation Ticket

They'll continue working on this and call or email you within the next 2-4 hours. Is Expectations With the Expectation setting
492151 Call or Email Back in 2-4 Hours there a more convenient time for you? msg Customer/Escalation Ticket Customer/Escalation Ticket
To make sure we don't lose each other while I transfer you, please don't minimize Expectations With the
492184 GS Transfer, Don't Minimize Chat Window your chat window, OK? msg Customer/Hold-Transfer
492208 GS Wait a Few More Minutes? Thanks for your patience. Could you wait a few more minutes? msg Customer/Hold-Transfer
I'm sorry, but I checked and the promotion you want isn't available for your account. Expectations With the
492371 Promo Not Available But I think I have some other options you might like instead. msg Customer/Sales
I'm sorry, the promotion you want hasn't been added to our ordering system yet so Expectations With the
492372 Manually Add Promo it's going to take me a while longer to manually add it to your order. msg Customer/Sales
Since you're moving within the same market, you can take your equipment with you Expectations With the
492378 Keep Equipment (Same Market) to your new home. msg Customer/Sales
OK, since you're moving to a different market, please return your current equipment
to the local Comcast office nearest your current address. We'll get you new 1 Chat Flow/J. Set Proper
equipment when we install services at your new address. Let me tell you where the Expectations With the
492379 Return Equipment (New Market) nearest service center is. msg Customer/Sales
Terminating or downgrading any services prior to the completion of the contract will Expectations With the
492359 Early Termination Fee 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 1 Chat Flow/J. Set Proper
center locations! I can give you the address of the closest location right now, or you Expectations With the
can look it up at http://customer.comcast.com/help-and-support/account/find-a- Customer/SIK-RMA-
492078 Return Equipment to Service Center Location comcast-service-center/ msg Shipping
Would you like to be sent a self-installation kit instead of having a technician install Expectations With the
your service? It's simple to set up, and you'll save money with the shipping fee Customer/SIK-RMA-
492167 SIK Offer Instead of Tech? instead of the professional install fee. msg Shipping
Here's what is included in a Self-Installation Kit: http://customer.comcast.com/help- Customer/SIK-RMA-
492098 SIK Review Link and-support/phone/what-is-included-in-an-xfinity-self-install-kit/ msg Shipping
If you wish to change or cancel your service appointment, go to http://My.Xfinity. 1 Chat Flow/J. Set Proper
com and click the "My Account" header near the top of the page. Once you sign in, Expectations With the
you'll select the option "Manage Your Scheduled Appointments" at the right hand Customer/Tech
492108 Manage Service Appointment Link side of the page. msg Appointment
Our technician will call you 15 minutes before installation. If you don't answer the Expectations With the tech visit
call, the visit may be canceled. Please provide two contact numbers where we can Customer/Tech expectation
492168 Must Tech Call 15 Mins Before Installation reach you on the installation date. msg Appointment setting
We notify customers of all technician visits - I'm sorry if you did not receive the Expectations With the
notification! Our technicians are working to fix the problem and will restore your Customer/Tech
492169 Failed Outage Notification, Techs Fixing Problem service as quickly as possible. msg Appointment
To help our technician find your address, please tell me the nearest cross street or Customer/Tech
492161 Must Nearest Intersection to Help Tech intersection. msg Appointment
Unfortunately we have completed all available remote troubleshooting steps and Customer/Tech
492163 don’t Done All I Can, Need to Send Tech we'll need to schedule a technician to visit your place to resolve your issue. msg Appointment
The soonest available appointment I have is [DATE AND TIME]. Does that work for Customer/Tech
492149 Must First Available Appointment is... you? msg Appointment
Expectations With the tech visit
Your appointment is confirmed for [DAY and DATE], between [TIME] and your ticket Customer/Tech expectation
492198 Must Your Appointment is Scheduled For... number is #[TICKET NUMBER]. msg Appointment setting
You should get an email that confirms your appointment and a link to the installation Customer/Tech
492175 GS Email Confirmation w/ Installation Checklist checklist so you're ready when the technician arrives. msg Appointment
If the technician determines the problem was caused by your Comcast service, the Expectations With the
visit will have no charge. However, if the issue was caused by something within your Customer/Tech
492177 There May Be a Charge For Tech Visit-1 home there could be a charge. msg Appointment
Customer/Tech expectation
492183 GS When To Schedule The Technician? When would you like to schedule the technician? msg Appointment setting
Thank you for your patience. Unfortunately, I can't find an earlier time. I'll escalate Expectations With the tech visit
this issue for you to see if an earlier date is possible. May I please have a good Customer/Tech expectation
492165 Must Can't Find Earlier Appointment, Escalate callback number and the best time to reach you? msg Appointment setting
This is important: Someone 18 years or older who speaks English has to be there Expectations With the
when the tech visits your house. You may or may not receive a call prior to your Customer/Tech
492173 18 Years or Older, Need Adult Signature appointment to confirm your presence at your residence. msg Appointment
We can't guarantee a specific time, only a time window. If you're worried about the Customer/Tech expectation
492215 GS Be Available For Entire Tech Arrival Window [TIME AM/PM] timeframe, we can find one that works better for you. msg Appointment setting
I see that you have our Service Protection Plan, so there will be no charge for any Customer/Tech
492273 Service Protection Plan - No Charge visits to your home. msg Appointment
At the end of this chat you'll have the option to save this transcript for future Expectations With the
reference. I recommend saving it since I'm about to give you important information Customer/Tech
492274 Save Chat Transcript about your upcoming technician visit. msg Appointment
We are currently upgrading our systems, which prevents me from accessing your Expectations With the Expectation setting
492166 Application to View Account is Updating account. Could you please contact us again in about an hour? msg Customer/Tool Issue Customer/Tool Issue
Expectations With the Expectation setting
492201 System Maintenance, Little Slow Sorry, our system is undergoing maintenance right now, and is running a little slow. msg Customer/Tool Issue Customer/Tool Issue
If you don't set up a purchase PIN, anyone using your equipment can rent or buy Expectations With the
492197 Anyone Can Make Purchases w/o PIN Setup movies or shows. msg Customer/Video
It could take up to 30 minutes for the on-screen program guide and Xfinity On Expectations With the
492277 Guide Load Time Demand to fully load, and up to 6 hours for Caller ID on TV. msg Customer/Video
1 Chat Flow/K. Pitch
Would you like to add a second line? You can keep it basic or you can add the same Additional Comcast
492227 Add Second Line features you have on your primary line. msg Services/CDV
I see that you're not taking advantage of our Xfinity Internet. We offer the fastest
and most reliable speeds, and allow you to watch your favorite movies and shows on 1 Chat Flow/K. Pitch
your computer, tablet, and mobile device. Would you like to hear more about some Additional Comcast Pitch Additional Comcast
492222 CHSI Upsell of the great promotions available? msg Services/CHSI 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 Pitch Additional Comcast
492286 Internet Upsell Rebuttal wouldn't like to hear more about our bundle offer? msg Services/CHSI Services/CHSI
You also need to complete the agreement process at www.comcast. Additional Comcast Pitch Additional Comcast
492309 New Customer Agreement com/eloa/english/agreement msg Services/General Services/General
Click on this link for Third Party Verification. http://www.comcast. 1 Chat Flow/K. Pitch
com/eloa/English/tpv . You will need to provide me with the confirmation number Additional Comcast Pitch Additional Comcast
492311 Third Party Verification Link you receive. msg Services/General Services/General
Please click on the link and accept the contract agreement for the order to be Additional Comcast Pitch Additional Comcast
492306 Contract Agreement Link completed. http://www.comcast.com/eloa/English/agreement msg Services/General 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 Additional Comcast Pitch Additional Comcast
492302 Home Offer without actually being there. Would you consider having this installed at your home? msg Services/Home Services/Home
No problem. We would love to help you maximize your home entertainment 1 Chat Flow/K. Pitch
experience, please visit us at Xfinity.com where you can shop and upgrade at your Additional Comcast Pitch Additional Comcast
492000 Upsell Rebuttal convenience. msg Services/Rebuttal 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 1 Chat Flow/K. Pitch
not satisfied and want to cancel service for any reason, you can do so in the first 30 Additional Comcast Pitch Additional Comcast
492351 30 Day Trial days and get a full refund. msg Services/Rebuttal Services/Rebuttal
Bundling your TV, Internet, and Phone services provides you with the lowest Additional Comcast Pitch Additional Comcast
492352 Bundle for Lower Price possible price. msg Services/Rebuttal 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 find one that does. What types of shows or programming are you most Additional Comcast Pitch Additional Comcast
492353 Find New Channel Package interested in? msg Services/Rebuttal Services/Rebuttal
If you keep your subscription active, you can still watch content online or on your Additional Comcast Pitch Additional Comcast
492354 Keep Account Active mobile device. Would you like to do that? msg Services/Rebuttal Services/Rebuttal
Additional Comcast Pitch Additional Comcast
492355 Chat Back Later Not a problem. If you decide to add it later, you can chat or call back. msg Services/Rebuttal Services/Rebuttal
Additional Comcast
Would you like to add our Service Protection Plan to your account? It insures all Services/Service Protection Pitch Additional Comcast
492009 SPP Offer wiring and Comcast equipment in your house and any technician visits will be free. msg Plan Services/Service Protection Plan
I see that you're not taking advantage of our Xfinity TV. It allows you to watch your 1 Chat Flow/K. Pitch
favorite movies whenever you want with our Video-on-Demand service. Would you Additional Comcast
492022 Video Offer (Current CHSI) like to hear about some of our great bundle offers? msg Services/Video
In order to watch HD television, you need an HD box and an HDTV. Would you like Additional Comcast
492229 Vid HD Requirements - 156175 to add an HD box to your account? msg Services/Video
1 Chat Flow/L. Summarize

Please follow the instructions at http://www.comcast.com/eloa/English/e911 to and Educate on Self Service Summarize and Educate on Self
make sure everything is ready for your scheduled install. Then click Next to complete Specific to the Customers Service Customers
492094 ELOA - E911 Link your order. Let me know if you have any questions! msg Issue/Activation-Install Issue/Activation-Install

and Educate on Self Service Summarize and Educate on Self
Once all the equipment is in place, follow the easy instructions for activating your Specific to the Customers Service Customers
492097 Service Activation Link services at www.comcast.com/activate msg Issue/Activation-Install Issue/Activation-Install

and Educate on Self Service Summarize and Educate on Self
If you have any questions about your Self-Install Kit, www.comcast.com/selfinstall Specific to the Customers Service Customers
492059 SIK FAQ will be able to answer most of them. msg Issue/Activation-Install Issue/Activation-Install
and Educate on Self Service
Sign in with your email address and password, click "Set Up Automatic Payment", Specific to the Customers
492103 Inform of AutoPay 2 and enter your payment information. msg Issue/Billing
Below are several ways you can pay your bill without a convenience fee: 1) Online
through our website at http://www.xfinity.com/bill-pay.html 2) In person at any 1 Chat Flow/L. Summarize
of our service centers http://customer.xfinity.com/service-center-locations 3) and Educate on Self Service
Over the phone with our automated system at 1-800-934-6489 (1-800-XFINITY) 4) Specific to the Customers
492099 Payment Options On your mobile device with our My Account app msg Issue/Billing
For our international rates per minute, please visit http://www.comcast. Specific to the Customers
492064 International Rates per Minute com/Corporate/shop/InternationalRates.ashx msg Issue/CDV
Since you can get dial tone using a corded phone directly from the eMTA, it seems and Educate on Self Service
that the problem is with your phone. Your XFINITY Voice service is working fine. You Specific to the Customers
492058 Customer Phone Faulty may wish to contact the company that made your phone for troubleshooting help. msg Issue/CDV
The issue with your alarm service is not related to your XFINITY Voice service. You'll Specific to the Customers
491933 Customer Security System Faulty need to contact your security system manufacturer and provider to get this fixed. msg Issue/CDV
I can confirm that your modem is online and working fine. There seems to be an and Educate on Self Service
issue with the setup of your PC that is stopping your access. Please contact the PC Specific to the Customers
492091 Customer Computer Faulty manufacturer for further help. msg Issue/CHSI

Specific to the Customers Summarize & Educate/ Self
Issue/Confirmation- Service Customers
492158 Provide Confirmation Number For future reference, your confirmation # is [CONFIRMATION NUMBER] msg Reference # Issue/Confirmation-Reference #

Issue/Confirmation- Service Customers
492216 Thanks For Waiting, Resolution Ticket # For future reference, your Resolution ticket # is [RESOLUTION #] msg Reference # Issue/Confirmation-Reference #

As soon as your service is back up, please contact us again and we'll credit your Specific to the Customers Summarize & Educate/ Self
account for your time without service. Just provide this ticket number for reference: Issue/Confirmation- Service Customers
492217 Credit For Service Interruption ____________ msg Reference # Issue/Confirmation-Reference #

It'll take approximately 1–2 business days for the payment to post on your account. Issue/Confirmation- Service Customers
492340 1-2 Days for Payment to Post Your confirmation # for the payment is: [CONFIRMATION #] msg Reference # Issue/Confirmation-Reference #
and Educate on Self Service Summarize & Educate/ Self
As a reminder, we have self service help and tutorials at https://customer.xfinity. Specific to the Customers Service Customers
492285 Self-Service Link com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps. msg Issue/General Issue/General

If you'd like to create a Secondary User Account, log in to your account at customer. Specific to the Customers Service Customers
492071 Create Secondary User Account_1 comcast.com, click "Users & Preferences", and then "Create Secondary User". msg Issue/Online Services Issue/General/Online Services

If you forgot your username, I can help you recover it or you can look it up at https: Specific to the Customers Service Customers
492060 Forgot Username? //login.comcast.net/myaccount/lookup. msg Issue/Online Services Issue/General/Online Services

You'll see an email shortly inviting you to set up your Comcast User ID. Or you can go Specific to the Customers Service Customers
492061 Set Up Comcast UID_1 - Email Invitation to www.comcast.com/GetStarted to initiate the process. Either way works! msg Issue/Online Services Issue/General/Online Services
Once you've created your User ID, you can log in to MyAccount and manage just 1 Chat Flow/L. Summarize
about whatever you need. For example, you can view the status of your order, set and Educate on Self Service Summarize & Educate/ Self
up automatic payments, and schedule text alerts for bill due dates, etc. It's really Specific to the Customers Service Customers
492062 Set Up Comcast UID_2 - Benefits useful and easy to use. msg Issue/Online Services Issue/General/Online Services
To reset your password in the future, just go to https://customer.comcast.com and and Educate on Self Service Summarize & Educate/ Self
click on the "Forgot your Password?" link. Then, enter your Comcast User ID, the Specific to the Customers Service Customers
492063 Reset Password in Future Security Code you'll see on the screen and click Next. msg Issue/Online Services Issue/General/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 and Educate on Self Service Summarize & Educate/ Self
all from one convenient, powerful and easy-to-use tool. For more information you Specific to the Customers Service Customers
491884 Access Account, Online or Mobile Device can visit http://www.xfinity.com/learn/internet/xfinityconnect/ msg Issue/Online Services Issue/General/Online Services
Specific to the Customers Service Customers
492171 Ticket Created, Reference # Your service outage has been reported. Your ticket # is [TICKET #]. msg Issue/Outage Issue/General/Outage
Here is the confirmation and recap of your order - [PACKAGE TITLE] at [SERVICE 1 Chat Flow/L. Summarize
ADDRESS] Comcast Acct #: Order Reference #: Install Date/Time: Monthly and Educate on Self Service Summarize & Educate/ Self
Rate: $XX.XX Roll to: $XX.XX after 12 months Regular rate: $XX.XX after 24 months Specific to the Customers Service Customers
492357 Order Recap/Expectations Install Fee: Equipment Charges: Contract Type: msg Issue/Sales Issue/General/Sales
Before finalizing your order, we'll go over all of the charges, the install process, and Specific to the Customers Service Customers
492358 Will Recap Order equipment delivery to make sure you don't have any questions. msg Issue/Sales Issue/General/Sales
You can view your local channels at http://www.comcast. Specific to the Customers
492092 Local Channel List link com/Customers/Clu/ChannelLineup.ashx msg Issue/Video
Please check here to find the instructions for setting up your DVR Manager from and Educate on Self Service
your computer: http://customer.comcast.com/help-and-support/internet/set-dvr- Specific to the Customers
492090 DVR Manager From Computer recordings-from-your-computer/ msg Issue/Video
Programming info for your remote control, remote manuals and device Specific to the Customers
492065 Program Remote Control Link programming codes is at www.xfinity.com/remotes msg Issue/Video
At the end of this chat there is a short survey. I'd appreciate if you took a moment 1 Chat Flow/M. Offer
491999 Survey to complete it, so we can continue to improve the service we provide to you. msg Survey Reminder Offer Survey Reminder
After you click "End Session" to close the chat, you can save or print our chat for 1 Chat Flow/N. Close the
492005 Click End Session, Print or Save Chat your records. msg Chat Close the Chat
1 Chat Flow/N. Close the
491989 Any Questions? Do you have any questions? msg Chat Close the Chat
491974 General Closing Thank you for choosing Comcast and have a great day! msg Chat Close the Chat
I'm sorry but I can't troubleshoot your issue without additional help. Please contact
us at your earliest convenience once you're home and have access to your 1 Chat Flow/N. Close the
491970 Not Home to Troubleshoot equipment. msg Chat Close the Chat
I'm sorry, but due to your repeated use of offensive language, I must now end our
chat. You can find account management and product support information at www. 1 Chat Flow/N. Close the
492029 Repeated Use of Offensive Language xfinity.com/help msg Chat Close the Chat
I'm so sorry, but the fire alarm just went off and I need to leave the building. You can
get back on chat later at www.Xfinity.com and I'd be happy to help you, or call 1- 1 Chat Flow/N. Close the
492024 FIRE DRILL 877-424-2027 anytime. msg Chat Close the Chat
492314 Additional Issues Is there anything else I can assist you with today? msg Chat Close the Chat
I can understand your hesitation. If you change your mind, just chat back with us! 1 Chat Flow/N. Close the
492080 Chat Back Invitation We're here for you 24/7. Thank you. msg Chat Close the 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
492038 It Appears You Have Left Chat 24/7 at https://www.comcastsupport.com/ChatEntry/ msg Chat/Inactivity Close the Chat/Inactivity
492003 Confirm You're Still With Me? I hope we didn't lose each other. Are we still connected? msg Chat/Inactivity Close the Chat/Inactivity
We are unable to disconnect services through chat. Please call 1-800-934-6489
(XFINITY) anytime Monday through Saturday 7AM to 9PM ET so that they can 1 Chat Flow/N. Close the
491994 Retention, Can't Disconnect Over Chat complete your request. msg Chat/Refer Close the 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
491978 Automated Activation Line number. msg Chat/Refer Close the 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
491979 Bulk Account, Help Anything Else? anything else I can help you with? msg Chat/Refer Close the Chat/Refer
491982 Local Office To resolve this issue, please contact our Local Office. msg Chat/Refer Close the Chat/Refer
492028 Cancel An X1 PPV Order To cancel an X1 Pay Per View order, you'll need to call 877-896-8678. msg Chat/Refer Close the 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
492025 Comcast Router Support Team number so you can talk directly to the support team for that device. msg Chat/Refer Close the Chat/Refer
To complete your wireless connectivity troubleshooting, we’ll need to contact the

XFINITY Signature Support team. To contact an XFINITY Signature Support specialist, 1 Chat Flow/N. Close the
492026 XFINITY Signature Support, Wireless Gateway please visit www.xfinity.com/signaturesupport/ or call 1-877-443-3596. msg Chat/Refer Close the Chat/Refer
I'm sorry, but we're only able to assist residential customers via chat. For Business 1 Chat Flow/N. Close the
492011 Business Class Hotline Class accounts, please call 1-800-391-3000. Thanks! msg Chat/Refer Close the Chat/Refer
I'm very sorry but I can't make that service change to your account. Please call 1-
800-COMCAST for further assistance. Our expert support staff will be happy to get 1 Chat Flow/N. Close the
492015 General Hotline, Can't Make Change this done for you! msg Chat/Refer Close the Chat/Refer
492047 General Hotline, Automated System You can call 1-800-COMCAST to use our automated system or speak to a live agent. msg Chat/Refer Close the Chat/Refer
I'm sorry we couldn't complete your order today. Thank you for contacting us. Please 1 Chat Flow/N. Close the
492356 Couldn't Complete Order chat back with us if you change your mind. We're available 24/7! msg Chat/Sales Close the Chat/Sales
We have a dedicated technical support team who can help you further. I need to 1 Chat Flow/N. Close the
492050 Dedicated Tech Support transfer you to them for further assistance. msg Chat/Transfer Close the Chat/Transfer
492054 Information Will Be Passed On The info you provided me will also be forwarded to them for reference. msg Chat/Transfer Close the Chat/Transfer
We're experiencing a short wait in our [DEPT NAME] department. You might see a
message that says I have left the room, but you'll still be connected to the next
available [DEPT NAME] agent. Please stay online and connected to the chat, and 1 Chat Flow/N. Close the
492055 Short Wait Expectations they'll be with you ASAP. msg Chat/Transfer Close the Chat/Transfer
491663 Thank You For Providing That Information Thanks for the info. msg 1 Topic/A. Gratitude Gratitude
384516 Thank You For Waiting Thank you for waiting. msg 1 Topic/A. Gratitude Gratitude
491940 Thank You Thank you. msg 1 Topic/A. Gratitude Gratitude
491941 You're Welcome You're welcome. msg 1 Topic/A. Gratitude Gratitude
Thank you for bringing this to our attention. I'll make sure this feedback is given to
their supervisor. What was the chat agent's name and the issue you were chatting 1 Topic/A.
492218 Negative Feedback about? msg Gratitude/Feedback Gratitude/Feedback
That's great to hear! You can send an email to care_thankyou@comcast.com and
your appreciation will be recognized. Please mention the agent's name or ID in your 1 Topic/A.
492219 Positive Feedback email. msg Gratitude/Feedback 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
491944 Comcast Alerts Overview alerts on your mobile device. msg 1 Topic/B. Alerts Alerts
It's easy to set up Comcast Alerts! 1. Sign in to your account at https://customer.
comcast.com and click "Alerts" at the top of the page. 2. Click "View alert
preferences" 3. For text message alerts, select "Register a mobile phone number"
and enter the number where you'd like to receive texts from Comcast Alerts. 4.
491945 Set Up Comcast Alert Steps Read and accept the terms of service, then click Accept. msg 1 Topic/B. Alerts Alerts
You can set up email alerts for Payment Reminders, Payment Confirmations, and
491911 Email Alerts Past Due amounts from your online account! Would you like some help with that? msg 1 Topic/B. Alerts Alerts
Since you are already signed up for Comcast Alerts, you can text OUT to 266278
492347 Sign Up for Outage Texts (COMCAST) and you'll get text updates on outages. msg 1 Topic/B. Alerts Alerts
Your first Automatic Payment won't take effect until 30-45 business days after you
enter your account info, while we test and validate your bank account number.
Please make sure you have another payment method set up for at least your next
492245 Pay Automatic Payment Timeframe billing cycle, so you aren't charged a late fee. msg 1 Topic/C. Billing
492247 No HD Fee We don't charge an additional fee for HD channels, all you need is an HD box. msg 1 Topic/C. Billing
492251 One Time Courtesy Credit As a one-time courtesy, I'll apply a credit for $XX.XX. msg 1 Topic/C. Billing
492252 Remove Charge I can remove those charges. msg 1 Topic/C. Billing
Thanks for waiting! The closest payment center to you is (INSERT PAYMENT CENTER
492174 Payment Center Location 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
492334 Coupon for Payment 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
492332 Collection Agency 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
492242 X1 Features 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
492143 OnDemand Library and Link www.xfinity.com/ondemand. msg 1 Topic/D. Video
You can find On Demand programming either through the On Demand Program
492144 OnDemand Search Search or the Main Menu. msg 1 Topic/D. Video
Streampix is a subscription-based service that lets XFINITY TV customers instantly
492362 Streampix Explanation 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
492364 Digital Adapter Explanation 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
492373 Digital Box vs DTA 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
492363 Voice2go Explanation 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
492156 Explain Phone Usage Calculation minute and a half, it'll be calculated as 2 minutes. msg 1 Topic/E. CDV
You can find more info on Readable Voicemail at www.xfinity.
492135 Readable Voicemail Link 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
492142 Caller ID on TV and PC the caller’s info. msg 1 Topic/E. CDV
492116 Local Calling Area Link You can view cities in your calling area at www.xfinity.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
492119 Explain Call Waiting the phone. You can answer the second call without hanging up on the first. 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
492211 Battery Backup Purpose 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:
491930 International Rates www.xfinity.com/Corporate/shop/InternationalRates.ashx msg 1 Topic/E. CDV
Speed Dial allows you to program your most frequently used phone numbers into
491942 Explain 2-digit Speed Dial simple one- or two-digit codes. msg 1 Topic/E. CDV
Please call 1-855-8-INTERNET (1-855-846-8376) to request an application be mailed
to you. Complete and return it, along with lunch program documents from your
child's school. After 7-10 days, we'll notify you by mail about the status of your
492125 Apply for Internet Essentials application. msg 1 Topic/F. CHSI CHSI
Internet Essentials was created to help provide affordable internet access, computer
equipment, and digital literacy training to eligible families. To apply or learn more,
492368 Internet Essentials link please visit https://www.internetessentials.com msg 1 Topic/F. CHSI CHSI
492349 Typo Sorry, please disregard the typo in my last message. msg 1 Topic/G. General General
I'm sorry, but Comcast is not currently available at your address. We're constantly
492109 Serviceability Denied expanding our network though, so please check back often. msg 1 Topic/G. General General
OK, since you have equipment, the refund for the first 30 days will happen when you
return the equipment. You can take it to a Comcast payment location or we can have
492154 CCG Refund After Equipment Return someone pick it up, whichever you prefer! msg 1 Topic/G. General General
Just so you know, you can protect your computer, files and on your PC or Mac with
the Norton Security Suite for free with XFINITY Internet! For more info you can go to
http://www.comcast.net/security or, to download Norton Security Suite directly, go
492147 Norton Security Suite to http://constantguard.comcast.net/norton-security-suite/ msg 1 Topic/G. General 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 find the nearest center online at www.ups.com/dropoff, or by
492256 Return Equipment calling UPS toll free at 1-800-PICK-UPS. msg 1 Topic/G. General General
As part of our guarantee, if everything isn't meeting your expectations, you'll have
492343 CCG - 30 Day Money Back 30 days to return your equipment and get all of your money back. msg 1 Topic/G. General General
As part of our guarantee, we are here for you 24 hours a day, 7 days a week to
492344 CCG - 24/7 Service answer questions. msg 1 Topic/G. General General
As part of our guarantee, we will be on time for service appointments and resolve
492345 CCG - $20 Account Credit routine issues on the first visit or we'll give you a $20 account credit. msg 1 Topic/G. General General
As a reminder, we have My Account app available for download at - http:

//customer.xfinity.com/help-and-support/xfinity-apps/ It gives you the
492276 My Account App convenience to manage your bills and payments through your tablet /mobile device. msg 1 Topic/G. General General
You can open the link without disconnecting our chat! Just open a new browser
491913 Open Link in New Window window and copy/paste the link into the new window. msg 1 Topic/G. General General
1 Topic/H. Sales/Credit
492307 No Deposit Required Based on the credit check, I'm happy to inform you that there is no deposit required. msg Check 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. 1 Topic/H. Sales/Credit
492360 Credit Check Permission Can I go ahead and run the credit check? msg Check Sales/Credit Check
So after running the credit check, it looks like I'll need to collect a small deposit to
set up your service. You can get a refund on your deposit after 12 months of good
account standing. I can take care of that payment for you right now if you'd like. I'll
give you a secure link, and you can input your card information. The deposit amount 1 Topic/H. Sales/Credit
492361 Deposit Required is: msg Check Sales/Credit Check
Thank you for your interest in Comcast. I have a few quick questions to ensure we
492365 Questions to Select Package select the package that best fits your needs. msg 1 Topic/H. Sales/Gather Info Sales/Gather Info
492366 New Order Address At what address would you like to set-up service? msg 1 Topic/H. Sales/Gather Info Sales/Gather Info
The regular install charges are currently [REGULAR RATE]; but we have a promotion
in your area that reduces the one-time install fee to only [DISCOUNT RATE]! This will 1 Topic/H. Sales/Install
492367 Reduced Install Fee be included on your first bill. msg Details Sales/Install Details
Thank you for your interest in Comcast. Please give me a minute to confirm that we 1 Topic/H.
492374 Check Serviceability can serve your address. msg Sales/Serviceability Sales/Serviceability
1 Topic/H.
492375 Serviceability Confirmed Good news! Your address is serviceable. Let's get started setting up your service. msg Sales/Serviceability 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 confirm they
plan to disconnect their services. Once we have confirmation, someone will be in 1 Topic/H.
492376 Previous Owner Active Account touch to give you an update. msg Sales/Serviceability Sales/Serviceability
1 Topic/H.
492377 Feature Not Available I'm very sorry but this feature is not available in your area. msg Sales/Serviceability Sales/Serviceability
1.1 BB General Chat Flow/1.
390895 BB Rapport - Good That is good to hear. I am doing great. Thank you for asking. msg Opening
I understand the problem you've described and am happy to work with you to get 1.1 BB General Chat Flow/1.
218524 Opening with Empathy this resolved ASAP! Thanks, let's get started. msg Opening
218525 Rapport - Wonderful 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.
218268 BB Greeting1 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.
390894 BB Greeting2 Department. It is a pleasure to chat and assist you. msg Opening

218494 Empathy - Frustration I understand that this must be frustrating for you and the customer. msg Opening/Acknowledgement

218531 BB Thank you1 Sorry for the wait! I'm all yours now :) How can I help? msg Opening/Acknowledgement

218534 BB Thank you2 Thank you. msg Opening/Acknowledgement

218536 BB Thank you3 Thank you very much. msg Opening/Acknowledgement

218537 BB Pleasure It is my pleasure to assist you. msg Opening/Acknowledgement

218539 BB Welcome You're very welcome. Happy to help. msg Opening/Acknowledgement
218526 Add Device I understand that you would like to add this device to the account. Is this correct? msg Opening/Probing
I understand that you would like me to add this DTA box to our customer's account 1.1 BB General Chat Flow/1.
218527 Adding DTA Box which I can surely help you with. Is this correct? msg Opening/Probing
I understand that you would like me to add this eMTA device to our customer's 1.1 BB General Chat Flow/1.
390898 Add EMTA account which I can surely help you with. Is this correct? msg Opening/Probing
I understand that you would like me to add this HD device to our customer's account 1.1 BB General Chat Flow/1.
390899 Add HD Device which I can surely help you with. Is this correct? msg Opening/Probing
218528 eMTA device is owned or rented? Would you please verify with the customer if the eMTA device is owned or rented? msg Verification
Thank you for providing the details. Kindly verify if all the information below is 1.1 BB General Chat Flow/2.
218483 BB Information correct: msg Verification
218484 BB Verify name May I please have your name, so I may address you properly? msg Verification
Please verify the correct MAC address from the customer. It appears that we have
an incorrect MAC address. MAC addresses should contain characters from A to F and 1.1 BB General Chat Flow/2.
218485 BB Correct MAC 0 to 9 only. msg Verification
218486 BB Verify Model Will you please verify the digital box model? msg Verification
May I verify the EMAC, CMAC and MTA MAC addresses of this eMTA device you
want to be provisioned please? It should have 12 alphanumeric characters from A to 1.1 BB General Chat Flow/2.
218241 CMAC and MTA MAC F and 0 to 9. msg Verification
218242 Adding to inventory I am in the process of adding the device to the inventory. msg Process
218243 Adding to account Let me add the device to the customer's account. msg Process
I am happy to inform you that I have successfully finished adding the device to the 1.1 BB General Chat Flow/3.
218487 BB Box Added account and it is now ready for activation. msg Process
218488 BB Modem Added I am glad to inform you that I have just added the modem to the account. msg Process
I am happy to inform you that I have successfully finished adding the modem to the 1.1 BB General Chat Flow/3.
218489 BB Active Modem account. The modem is active and is now good to go. msg Process
218267 Device is not yet added I have also checked that the device is not yet added to the customer's account. msg Process
218270 BB Modem exist I checked the account and the modem has already been added. msg Process
218264 BB Access Account Would you mind if I place you on a brief hold while I access your account? msg Process/Hold
I apologize for the delay. It will take me a few more minutes to complete this 1.1 BB General Chat Flow/3.
218265 BB Delay process. Do you mind continuing to hold? msg Process/Hold
218266 BBThank You Thank you for patiently waiting. msg Process/Hold
218250 Provision box May I place you on a brief hold while I provision the digital box for you? msg Process/Hold
Thank you very much for holding. I apologize for it being a little longer than 1.1 BB General Chat Flow/3.
218251 Excessive hold expected. msg Process/Hold
218246 Research Would you mind if I place you on a brief hold while I research that for you? msg Process/Hold
218247 Retrieve Would you mind if I place you on a brief hold while I get that information for you? msg Process/Hold
218248 Process request I just need a few moments to process your request, OK? msg Process/Hold
To recap, I have successfully processed your request in adding this device to the 1.1 BB General Chat Flow/4.
218540 Device Added customer’s account. msg Recap
To recap, I have successfully processed your request in adding this eMTA device to 1.1 BB General Chat Flow/4.
218541 EMTA Added the customer’s account. msg Recap
To recap, I have successfully processed your request in adding this HD device to the 1.1 BB General Chat Flow/4.
218542 Adding HD customer’s account. msg Recap
To recap, I have successfully processed your request in adding this DTA box to the 1.1 BB General Chat Flow/4.
218543 Added DTA Box customer’s account. msg Recap
To recap, we have successfully added the digital box to the customer's account and 1.1 BB General Chat Flow/4.
218544 BB Added box it is now ready for activation. msg Recap
It was truly a pleasure to chat with you today. Thank you for giving Comcast Real
Time Provisioning Department the opportunity to serve your issue. We value your
time working with us. Should you need further assistance, please feel free to chat 1.1 BB General Chat Flow/5.
218252 BB Closing back. We are here for you 24 hours a day, seven days a week. msg Closing
218253 Wonderful day Have a wonderful day! msg Closing
I certainly apologize that we were unable to complete your request today. Thank
you for contacting Comcast RTP department! If you need further assistance, you can
chat with one of our Customer Support Specialists 24 hours a day, seven days a week 1.1 BB General Chat Flow/5.
218254 Unable to complete at 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.
218255 Non responsive we can provide you the support that you need. msg Closing
It was truly a pleasure to chat with you today. Thank you for giving Comcast Real
Time Provisioning Department the opportunity to resolve your issue. We value your 1.1 BB General Chat Flow/5.
218256 BB close time 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.
218257 BB Assistance1 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 1.1 BB General Chat Flow/6.
218258 BB Assistance2 than 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.
218259 BB Assistance3 can assist you with? I am more than glad to help you out further. msg Additional Assistance

218260 BB Questions Do you have other questions for me today? msg Additional Assistance

218262 BB Inquiries Have we covered all of your inquiries regarding this account? msg Additional Assistance
I really appreciate working with you today. Is there anything else that I can assist you 1.1 BB General Chat Flow/6.
218523 BB Assistance 4 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.
218490 BB 1st time out 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.
218491 BB 2nd time out 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 1.1 BB General Chat Flow/7.
218492 BB 3rd time out hours a day, seven days a week. msg Time out
218498 BB Local Office 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.
218501 BB Support Desk 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 1.1 BB General Chat Flow/8.
218502 BB ACSR down moment and cannot process the request. Please chat back after an hour. msg Refer to
willing to assist you. However, we are having a system update with Cable Data at the 1.1 BB General Chat Flow/8.
218503 BB Cable data down moment and cannot process the request. Please chat back after an hour. msg Refer to
I can understand that this would be inconvenient to you and the customer. This type
of modem already appears in Comcast's approved list. However, as much as I would
like to add this for you, approved provisioning codes for this specific modem model 1.1 BB General Chat Flow/8.
218504 BB No provisioning details is yet to be provided by the local office. msg Refer to
We just received an update that this type of modem should not be added to this
billing system. While there is no updated provisioning codes given, please refer this 1.1 BB General Chat Flow/8.
218507 BB Update from local to the local office instead. msg Refer to
Upon adding the modem to the account, I encountered a ""CEP23W-MODEL
NUMBER IS REQUIRED"" error message. Please escalate this to Support Desk and 1.1 BB General Chat Flow/9.
218512 BB Model number is Required create a 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. 1.1 BB General Chat Flow/9.
218514 BB Pending Work Order Please contact 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 1.1 BB General Chat Flow/9.
218515 BB Non-Pay Status chat back once this is updated. msg Error messages
Thank you for providing the details. Kindly verify if all the information below is 1.2 RTP General Chat
219178 RTP Information correct: msg Flow/1. Opening
Thank you for contacting Comcast! Welcome to Comcast RTP department. You have 1.2 RTP General Chat
219194 RTP Greeting1 reached the right department for adding and provisioning modems. msg Flow/1. Opening
It is a wonderful day at Comcast! You have reached the correct department for 1.2 RTP General Chat
219195 RTP Greeting2 provisioning modems. I am happy to chat with you and assist you today. msg Flow/1. Opening
1.2 RTP General Chat
219196 RTP Opening with Empathy I understand the situation and I will do what I can to get this done for you. msg Flow/1. Opening
219197 RTP Rapport How are you doing today? msg Flow/1. Opening
219198 RTP Rapport - Good That is good to hear. I am doing great. Thank you for asking. msg Flow/1. Opening
219199 RTP Rapport - happy I am happy to hear that. I feel the same way as well. msg Flow/1. Opening
219200 RTP Rapport - Wonderful That is wonderful. I hope that lasts for the rest of the day. msg Flow/1. Opening
Rest assured that I will be assisting you to have this modem added and provisioned 1.2 RTP General Chat
219207 RTP Willingness to the account. msg Flow/1. Opening
Rest assured that I will be assisting you throughout our conversation until we finish 1.2 RTP General Chat
219204 RTP - assurance your request. msg Flow/1. Opening
I understand that you would like me to push this modem to our customer's account 1.2 RTP General Chat
219205 RTP Walledgarden2 which I can surely help you with. Is this correct? msg Flow/2. Probing
I understand that you would like me to add this owned modem to our customer's 1.2 RTP General Chat
219192 RTP Add owned modem account which I can surely help you with. Did I get this right? msg Flow/2. Probing
219193 RTP Add modem2 I understand that you would like to add this modem to the account. Is this correct? msg Flow/2. Probing
I understand that you would like to swap this new modem with the one in the 1.2 RTP General Chat
219201 RTP Swap Modem account. Is this correct? msg Flow/2. Probing
I understand that you would like to swap this new modem with the one in the 1.2 RTP General Chat
219202 RTP Swap Modem2 account. Is this correct? msg Flow/2. Probing
I understand that you would like me to push this modem out of walledgarden to our 1.2 RTP General Chat
219203 RTP Modem Walledgarden customer's account which I can surely help you with. Is this correct? msg Flow/2. Probing
I understand that you would like me to add this rented modem to our customer's 1.2 RTP General Chat
218516 RTP Add rent modem account which I can surely help you with. Did I get this right? msg Flow/2. Probing
I understand that you would like me to provision this modem to our customer's 1.2 RTP General Chat
218519 RTP Provision modem account which I can surely help you with. Did I get this right? msg Flow/2. Probing
I understand that you would like me to activate this modem to our customer's 1.2 RTP General Chat
218269 RTP Activate modem account which I can surely help you with. Did I get this right? msg Flow/2. Probing
I understand that you would like me to add and provision this modem to our 1.2 RTP General Chat
218244 RTP Add and Provision modem customer's account which I can surely help you with. Did I get this right? msg Flow/2. Probing
I understand that you would like me to register this modem to our customer's 1.2 RTP General Chat
218245 RTP Register modem account which I can surely help you with. Did I get this right? msg Flow/2. Probing
218510 RTP Log out Please log out on the customer's account so that I can access it. Thank you. msg Flow/3. Verification
219179 RTP Modem Ownership Does the customer own or rent the equipment? msg Flow/3. Verification
219180 RTP Modem Ownership2 Would you please verify with the customer if the device is owned or rented? msg Flow/3. Verification
219181 RTP Verify name May I please have your name, so I may address you properly? msg Flow/3. Verification
Please verify the correct MAC address from the customer. It appears that we have
an incorrect MAC address. MAC addresses should contain characters from A to F and 1.2 RTP General Chat
219182 RTP Correct MAC 0 to 9 only. msg Flow/3. Verification
Please ask the customer if this new modem is plugged-in and powered on. This is to 1.2 RTP General Chat
219183 RTP Plugged-in make sure that it will be ready for troubleshooting. msg Flow/3. Verification
I checked the account and saw that there is an existing modem. Should I swap it with 1.2 RTP General Chat
219184 RTP Modem Exists this new one? msg Flow/3. Verification
Please advise the customer that they may change their username to their desired 1.2 RTP General Chat
219185 RTP UID link one by logging in to their account at www.comcast.net msg Flow/3. Verification
219186 RTP Username Should we use the customer's first and last name as the username? msg Flow/3. Verification
Is it alright if we use the customer's first and last name for the username that we 1.2 RTP General Chat
219187 RTP Username2 need to create? msg Flow/3. Verification
219188 RTP Verify Model Will you please verify the modem model? msg Flow/3. Verification
219189 RTP Verify Model2 Kindly verify the modem model with the customer. msg Flow/3. Verification
Since this is an eMTA, please verify the EMAC, CMAC AND MTA MAC addresses of 1.2 RTP General Chat
219190 RTP MTA and MAC the device? msg Flow/3. Verification
May I verify the MAC address of the modem you want to be provisioned please? It 1.2 RTP General Chat
390949 RTP Correct MAC2 should have 12 alphanumeric characters from A to F and 0 to 9. msg Flow/3. Verification
Please verify if our customer will use both the Internet and telephone service of this 1.2 RTP General Chat
390953 RTP – Internet or EMTA EMTA device? msg Flow/3. Verification
I need a just a few moments to provision your modem so you can receive XFINITY's 1.2 RTP General Chat
256968 RTP - Provision modem broadband speeds. msg Flow/4. Hold
218647 RTP Research Would you mind if I place you on a brief hold while I research that for you? msg Flow/4. Hold
218648 RTP Retrieve Would you mind if I place you on a brief hold while I get that information for you? msg Flow/4. Hold
218649 RTP Access Account Would you mind if I place you on a brief hold while I access your account? msg Flow/4. Hold
218650 RTP Process request Would you mind if I place you on a brief hold while I process your request? msg Flow/4. Hold
Thank you very much for holding. I apologize for it being a little longer than 1.2 RTP General Chat
218652 RTP Excessive hold expected. msg Flow/4. Hold
I apologize for the delay. It will take me a few more minutes to complete this 1.2 RTP General Chat
218653 RTP Delay process. Do you mind continuing to hold? msg Flow/4. Hold
218654 RTP Thank you Thank you for patiently waiting. msg Flow/4. Hold
May I place you on a brief hold while I remove the modem from walledgarden 1.2 RTP General Chat
218655 RTP Hold for walledgarden status? msg Flow/4. Hold
Flow/5. Additional
218568 RTP Assistance1 Is there anything else I can assist you with today? I will be happy to help you. msg Assistance
I am glad I was able to help you today. Are there any other questions I can assist you Flow/5. Additional
218569 RTP Assistance2 with? msg Assistance
I hope that I was able to assist you to your satisfaction today. Would there be Flow/5. Additional
218570 RTP Assistance3 anything else that I can help you with? msg Assistance
Flow/5. Additional
218572 RTP Questions Do you have other questions for me today? msg Assistance
Flow/5. Additional
218573 RTP Inquiries Have we covered all of your inquiries regarding this account? msg Assistance
218565 RTP 1st time out Did you receive my last message? msg Flow/6. Timeout
Due to inactivity, I will need to close the chat session if a reply is not received in one 1.2 RTP General Chat
218566 RTP 2nd time out minute and assist another agent. msg Flow/6. Timeout
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 1.2 RTP General Chat
218567 RTP 3rd time out hours a day, seven days a week. msg Flow/6. Timeout
218549 RTP Thank you1 Thank you for patiently waiting. msg Flow/7. Acknowledgement
218550 RTP Thank you 2 Thank you. msg Flow/7. Acknowledgement
218551 RTP Thank you 3 Thank you very much. msg Flow/7. Acknowledgement
218552 RTP Pleasure It is my pleasure to assist you. msg Flow/7. Acknowledgement
218553 RTP Welcome You are welcome. msg Flow/7. Acknowledgement
219165 01. Adding to inventory I am in the process of adding the modem to the inventory. msg Flow/8. Process
219167 02. Adding to account Let me add the modem to the customer's account. msg Flow/8. Process
219168 03. Modem Added I am glad to inform you that I have just added the modem to the account. msg Flow/8. Process
I am happy to inform you that I have successfully finished adding the modem to the 1.2 RTP General Chat
219169 04. Active modem account. The modem is active and is now good to go. msg Flow/8. Process
219171 05. GS Status Let me just check if the modem is in walledgarden status in Grandslam. msg Flow/8. Process
219173 06. GS Good to go I have checked Grandslam and the modem is now good to go. msg Flow/8. Process
The modem is in walledgarden status. Let me go ahead and process an APT push to 1.2 RTP General Chat
219174 07. APT push resolve this issue. msg Flow/8. Process
I am happy to inform you that I have successfully removed the modem from 1.2 RTP General Chat
219175 08. Out of walledgarden walledgarden and it is now good to go. msg Flow/8. Process
219176 09. Bootfile Here is the bootfile shown in Grandslam: msg Flow/8. Process
I checked the account and the modem has already been added. Let me go ahead and 1.2 RTP General Chat
219177 10. Modem exist -check status in GS check the modem status in Grandslam. msg Flow/8. Process
To recap, we have added the modem to the account and removed it from Flow/9. Completing/1.
218545 RTP Added / Pushed walledgarden. The modem is now good to go. msg Recap
Flow/9. Completing/1.
218546 RTP Walledgarden To recap, we have done an APT push and resolved the modem's walledgarden issue. msg Recap
To recap, a modem rate code should be added first before we can completely Flow/9. Completing/1.
218547 RTP No owned modem / refer to Billing provision the modem. Advised to contact billing department. msg Recap
To recap, there is currently an open work order in the account which hindered us Flow/9. Completing/1.
218548 RTP Open work order / refer to local office from adding the modem. Advised to contact the local office to complete work order. msg Recap
Thank you for contacting Comcast RTP department! We value your time working 1.2 RTP General Chat
with us. Should you need further assistance, please feel free to chat back. We are Flow/9. Completing/2.
218656 RTP Closing here for you 24 hours a day, seven days a week. msg Closing
Flow/9. Completing/2.
218657 RTP Wonderful Day Have a wonderful day! msg Closing
I certainly apologize that we were unable to complete your request today. Thank
you for contacting Comcast RTP department! If you need further assistance, you can 1.2 RTP General Chat
chat with one of our Customer Support Specialists 24 hours a day, seven days a week Flow/9. Completing/2.
218658 RTP Unable to completeincomp at https://www.comcastsupport.com/rtp msg Closing
available. This chat will automatically close if no response is received within one 1.2 RTP General Chat
minute. Should you be disconnected after that time, please begin a new chat so that Flow/9. Completing/2.
218659 RTP Non responsive we can provide you the support that you need. msg Closing
Whenever you're ready, just click on the End Session button to end the chat. By the Flow/9. Completing/2.
218663 RTP End Session way, you can print or save this chat for your records! msg Closing
I have checked the inventory and the modem was already added but unable to add 1.2 RTP General Chat
to account due to an error of "CEM36E - ILLOGICAL EQUIPMENT TRANSFER." Please Flow/Issues/1. Error
219145 RTP Illogical Equipment Transfer escalate this to Support Desk and create a Remedy ticket for this issue. msg Messages
Upon adding the modem to the account, I encountered a ""CEP23W-MODEL 1.2 RTP General Chat
NUMBER IS REQUIRED"" error message. Please escalate this to Support Desk and Flow/Issues/1. Error
219146 RTP Model number is Required create a Remedy Ticket for this issue. msg Messages
I have checked the account and there is an open work order. Please complete the Flow/Issues/1. Error
219147 RTP Open Work Order open work order before we provision the modem. msg Messages
I understand that this must be frustrating for you and the customer. However, when 1.2 RTP General Chat
I tried to process, an error occurred that the account is placed into a Non-Pay status Flow/Issues/1. Error
219150 RTP Non-Pay Status due to unpaid balance in their account. msg Messages
I have checked the account. The account shows a disconnection. Please contact Flow/Issues/1. Error
219153 RTP Disconnected Local Office to have the services back. msg Messages
I understand that this must be frustrating for you and the customer. I have
processed APT. However, I got an error, ""failed to locate default package"". We are 1.2 RTP General Chat
unable to proceed because of this. Please contact the billing department regarding Flow/Issues/1. Error
219159 RTP Failed to locate default package this matter. msg Messages
As per Grandslam, the modem appears offline and shows no diagnostic data. Let me Flow/Issues/2. Offline on
218666 RTP Offline on Grandslam 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
218671 RTP Offline on Grandslam2 Remedy ticket or send a technician to further check on this device. msg Grandslam
Kindly advise the customer to powercycle the modem. Should the issue Flow/Issues/2. Offline on
218673 RTP Offline on Grandslam3 persists, please book a technician to check the device. msg Grandslam
The modem status is showing offline in Grandslam. Please advise the customer to 1.2 RTP General Chat
have it powercycled. Should the issue persists, please book a technician to check the Flow/Issues/2. Offline on
218675 RTP Offline on Grandslam4 device. Here is the modem bootfile status: msg Grandslam
Flow/Issues/2. Offline on
218676 RTP Sent hit and rolled the modem The modem is still showing offline after I have rolled and sent a signal to it. msg Grandslam
Please send a technician to check the connectivity of the modem or you can create a Flow/Issues/2. Offline on
218678 RTP Modem offline Remedy Ticket for this. msg Grandslam
The modem appears offline and shows no diagnostic data in Grandslam. I need to
process a push and modem roll for this. However, this may disconnect the customer 1.2 RTP General Chat
from the line if he is using the same CDV modem. Would you still like me to Flow/Issues/2. Offline on
218680 RTP Modem offline2 proceed? msg Grandslam
218554 RTP Billing Kindly contact the billing department regarding this matter. msg Flow/Issues/3. Refer to
218556 RTP Local Office 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
218557 RTP Support Desk technician to the customer's home. msg Flow/Issues/3. Refer to
willing to assist you. However, we are having a system update with ACSR at the 1.2 RTP General Chat
218559 RTP ACSR down moment and cannot process the request. Please chat back after an hour. msg Flow/Issues/3. Refer to
willing to assist you. However, we are having a system update with Cable Data at the 1.2 RTP General Chat
218561 RTP Cable data down moment and cannot process the request. Please chat back after an hour. msg Flow/Issues/3. Refer to
I can understand that this would be inconvenient to you and the customer. This type
of modem already appears in Comcast's approved list. However, as much as I would
like to add this for you, approved provisioning codes for this specific modem model 1.2 RTP General Chat
218562 RTP No provisioning details is yet to be provided by the local office/Comcast. msg Flow/Issues/3. Refer to
We just received an update that this type of modem should not be added to this
billing system. While there is no updated provisioning codes given, please refer this 1.2 RTP General Chat
218563 RTP Update from local to the 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 1.2 RTP General Chat
218564 RTP CDV Issues the 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 1.2 RTP General Chat
391824 RTP NO D3 Equipment Type modem 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 1.2 RTP General Chat
391825 RTP no D2 is 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 1.2 RTP General Chat
391826 RTP no D3 is 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
391830 RTP Bundles Services 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
391831 RTP NO CDV Services 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 1.2 RTP General Chat
391832 RTP NO CHSI Services added. 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
218589 RTP No modem rate assist you provisioning the modem. msg Flow/Issues/5. No Services
Please contact the billing department to have the correct rate added first as there 1.2 RTP General Chat
218590 No modem rate2 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 verified and 1.2 RTP General Chat
218591 Cannot verify modem ownership we 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 first as there might be 1.2 RTP General Chat
218592 RTP No owned modem rate added 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 1.2 RTP General Chat
218593 No owned modem rate2 and 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 1.2 RTP General Chat
391833 RTP Pending Disconnection due 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
391834 RTP Pending Change - CD 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 1.2 RTP General Chat
391835 RTP Open Word Order - ACSR complete 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 1.2 RTP General Chat
391836 RTP Business Account counter to 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 1.2 RTP General Chat
391837 RTP Not Registered in OMS there is no 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
391838 RTP Registered as Leased Modem 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
391839 RTP Active on other account 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 1.2 RTP General Chat
391840 RTP IMS Account or 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
391841 RTP Send Technician 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 1.2 RTP General Chat
391842 RTP Power cord active 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
391843 RTP Powercycle1 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 1.2 RTP General Chat
391844 RTP Powercycle Desk for further troubleshooting. msg Flow/Issues/7. Powercycle
Live video feeds of all 98 sporting events are available online at NBCOlympics.com or 2. Comcast All/Olympics
491724 05Olympic Ways to Watch2 from the XFINITY Sports Live Extra app on your tablet or smartphone. msg 2014
Thank you, we are almost finished scheduling your appointment. Do you want to
update your email address on account? This email will help provide you with: 1) A
reminder of your service appointment date and time 2) Written confirmation your
order was processed correctly 3) Confirmation of the products and services ordered 7. DTA/DTA
492397 Email confirmation Activation 4) Information on how to reschedule the appointment msg Activation/Closing
Thank you, we are almost finished activating your box. I see that we currently have 7. DTA/DTA
492398 Email confirmation activation 2 an email address on record for you. Is this your current email address: msg Activation/Closing
Thank you for contacting Comcast World of More. It has been a pleasure assisting 7. DTA/DTA
492399 Trans Out to Billing you today. msg Activation/Closing
7. DTA/DTA
Activation/Connect with
492400 Empower - Opportunity to Make Right I do understand your concern. I appreciate the opportunity to make things right. msg Customer
7. DTA/DTA
I will be happy to help you by going through some troubleshooting steps with you Activation/Connect with
492401 Connect - Happy to Troubleshoot and sending a signal, if needed, so you can receive your channels again. msg Customer
7. DTA/DTA
I understand it is inconvenient when you are missing some channels. I will be glad to Activation/Connect with
492402 Connect - Missing Channels help you with this issue. msg Customer
I understand that it can be troublesome when the serial number of the device you 7. DTA/DTA
want to activate did not match the one listed online. Rest assured we will take care Activation/Connect with
492403 Connect - Serial Number of Device does not Match of this for you. msg Customer
7. DTA/DTA
I understand that it can be troublesome when the serial number of the device you Activation/Connect with
492404 Connect - Serial Number not listed in the website want to activate is not showing online. Rest assured we will take care of this for you. msg Customer
7. DTA/DTA
While I check on your account, let me just inform you that you may activate your Activation/Connect with
492405 Connect - Reminder to Activate Online cable devices online, anytime, by going to http://digitalnow.comcast.com msg Customer
7. DTA/DTA
You will just need your 16 digit account number or the 16 digital Unique ID (listed in Activation/Connect with
492406 Connect - Reminder for ACSR Accounts 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
492407 Connect - Reminder for COMTRAC Accounts the letter sent about Comcast digital migration). msg Customer
7. DTA/DTA
In case it does not go through, you will also be given an option to proceed by Activation/Connect with
492408 Connect - Reminder to Activate Online2 chatting with a live representative like our chat today. msg Customer
7. DTA/DTA
492409 Not Installed 1 I’d be happy to walk you through in connecting your boxes. msg Customer
7. DTA/DTA
492410 Not Installed 2 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
492411 DTA Activation - Happy to Process Request 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
492412 DTA Activation - Pleased with Comcast Experience ourselves in offering the best customer service. msg Customer
7. DTA/DTA
492413 DTA Activation - Happy to Activate this box I will be happy to activate this box for you. msg Customer
7. DTA/DTA
It's my pleasure to help activate your cable box for you today. I'm sure you will Activation/Connect with
492414 DTA Activation - Activate 1 enjoy your updated services. msg Customer
7. DTA/DTA
I know how important it is for you to have your cable TV working, so let's go through Activation/Connect with
492415 DTA Activation - Activate 2 activating your cable box so that you can enjoy watching your favorite shows. msg Customer
7. DTA/DTA
Are there other devices, such VCR or DVD, connected between the device and the Activation/Connection
492416 CV 01 Probe Other Devices TV? msg Verification
7. DTA/DTA
Activation/Connection
492417 CV 02 Probe Splitter Do you have a splitter connected from your cable outlet to the TV? msg Verification
7. DTA/DTA
492418 CV 03 Probe Power Strip Is there a surge protector or a power strip connected to your device? msg Verification
7. DTA/DTA
Please verify the power strip is turned on? You can also directly connect the adapter Activation/Connection
492419 CV 04 Verify Power Strip turned on to a wall outlet. If the outlet is connected to a switch, make sure it's turned on. msg Verification
7. DTA/DTA
Let's proceed with the activation process. If this does not work, we may have to Activation/Connection
492420 CV 05 Begin Activation - Other Devices Connected connect the device directly from the cable wall outlet then to the TV. msg Verification
Here are a few simple instructions for connecting your digital adapter: 1. Locate the
cable that currently runs from the cable wall outlet to the back of your TV. Leave
one end of the cable connected to the wall, but disconnect the other end from the 7. DTA/DTA
back of your TV and connect it to the plug on the back of the adapter marked "Cable Activation/Connection
492421 CV 06 Instructions - Connecting DTA1 In". msg Verification
2. Connect one end of the coax cable to the plug marked “To TV” on the back of the
digital adapter and the other end to the “Cable In/RF In” input on the back of your
TV. If you would like to include a DVD player or VCR to your setup, plug in the coax 7. DTA/DTA
cable to the “Cable In/RF In” input on the back of your DVD player or VCR instead of Activation/Connection
492422 CV 07 Instructions - Connecting DTA2 your TV. msg Verification
3. Plug in the power cord to the back of the digital adapter and to either a power 7. DTA/DTA
strip or to a wall socket. Make sure the outlet the digital adapter is plugged into is Activation/Connection
492423 CV 08 Instructions - Connecting DTA3 not controlled by a switch that is regularly turned on or off. msg Verification
7. DTA/DTA
4. Turn your TV on and select Channel 3. Set the switch on the back of the DTA to Activation/Connection
492424 CV 09 Instructions - Connecting DTA4 channel 3 as well. msg Verification
7. DTA/DTA
492425 CV 10 Instructions - Connecting Multiple DTA Repeat these steps for the rest of the adapters you received. msg Verification
7. DTA/DTA
Visit www.comcast.com/digitalnow to activate your services. Please have either Activation/Connection
492426 CV 11 Instructions - Activate via Internet your Unique ID number found on the welcome letter or your Account number. msg Verification
To activate your services, please call our automated activation line at 1-888-634- 7. DTA/DTA
4434. Please have either your Unique ID number found on the welcome letter or Activation/Connection
492427 CV 12 Instructions - Activate via Phone your Account number. msg Verification
Please remember not to turn off your cable box. It should remain powered on at all 7. DTA/DTA
492428 DTA RC24 - Cable Box Always Powered On times; keep it plugged directly into the power outlet. msg Activation/Device Activation
7. DTA/DTA
492429 DA03 Verify Signal 5 Please let me know if everything worked out well. msg Activation/Device Activation
To begin, I will send a signal to the digital adapter then proceed with the activation 7. DTA/DTA
492430 DA 00 Send Signal DA 1st-Main Device 2nd of the main device. msg Activation/Device Activation
7. DTA/DTA
492431 DA 01 Sending signals - Send Signal Activation I am going to send a signal to your device to initiate the activation process. msg Activation/Device Activation
7. DTA/DTA
492432 DA 02 Activation - Send Signal I am sending a signal to the device now. msg Activation/Device Activation
My systems indicate that the signal went through successfully. To verify, please 7. DTA/DTA
492433 DA 03 Verify Signal1 check the following: 1. The blinking green light should turn solid green. msg Activation/Device Activation
2. With your Comcast remote control, please verify if you are able to view at least 7. DTA/DTA
492434 DA 03 Verify Signal2 three clear channels. msg Activation/Device Activation
3. Please check to see if you can change the volume by pressing the up and down 7. DTA/DTA
492435 DA 03 Verify Signal3 buttons on your Comcast remote control. msg Activation/Device Activation
7. DTA/DTA
492436 DA 03 Verify Signal4 4. Please check if you can turn on and off your TV using the Comcast remote control. msg Activation/Device Activation
That's great, it appears that the signal that was sent has been successful in activating 7. DTA/DTA
492437 DA 04 Signal Successful your cable box. msg Activation/Device Activation
7. DTA/DTA
492438 DA 05 Signal Fail Indicator Light Is the green light still blinking on the cable box? msg Activation/Device Activation
We will send a signal and try some troubleshooting steps, if needed, to get the 7. DTA/DTA
492439 Troubleshooting Step equipment to work. msg Activation/Diagnose
I understand the inconvenience when your equipment is not activated and you are 7. DTA/DTA
492440 Empathy - DTA not activated 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 7. DTA/DTA
492441 Empathy - 2nd time activating a DTA box this 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
492442 Empathy - 2nd time Activating DTA Box - Work Together resolved ASAP. msg Activation/Empathy
I'm sorry that you are having difficulty activating your cable box through our 7. DTA/DTA
492443 Empathy - Website Unsuccessful website. 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
492444 Activation Transferred Chat 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-
492445 01 Post Activation - TV & Remote Synched (Adapter) must always be on. msg Activation
Also, if you are interested in adding Video on Demand service or On-Screen Guide, 7. DTA/DTA Activation/Post-
492446 02 Post Activation - Add VOD feel free to take advantage of our advanced digital packages. msg Activation
7. DTA/DTA Activation/Post-
492447 03 Post Activation - Verify Channels Are you able to see or hear any channels now? msg Activation
7. DTA/DTA Activation/Post-
492448 04 Post Activation - 1st Hit Could I get you to check your channels now for picture and sound? msg Activation
Terrific! It appears that things may be working as they should. If you could please 7. DTA/DTA Activation/Post-
492449 05 Post Activation - Successful just 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 7. DTA/DTA Activation/Post-
492450 06 Post Activation - Unsuccessful us 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 7. DTA/DTA Activation/Post-
492451 08 Post Activation - Setting Expectations most 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 7. DTA/DTA Activation/Post-
492452 09 Post Activation - Check for Secure Connection on. 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-
492453 Pre-Activation-Check for error messages (singular) service...”? msg Activation
7. DTA/DTA Activation/Pre-
492454 Pre-Activation 01 Before we activate your device, please confirm the following: msg Activation
1. The light on the front panel of the device is blinking. This signifies that the 7. DTA/DTA Activation/Pre-
492455 Pre-Activation 02 channel plan is downloading. msg Activation
2. The TV is directly connected to the digital adapter. There should be no VCR or 7. DTA/DTA Activation/Pre-
492456 Pre-Activation 03 DVD Player or any other equipment in between the device and the TV. msg Activation
492457 Pre-Activation 04 3. Both the digital adapter and the TV are turned on and are tuned in to channel 3. msg Activation
492458 Pre-Activation 05 4. The cables from your TV to your device are securely connected. msg Activation
7. DTA/DTA
492459 How Many TVs are Connected to DTA How many TVs are already connected to a digital cable box? msg Activation/Probe
How many TVs do you currently have that are just connected to the cable wall 7. DTA/DTA
492460 TVs Connected to Wall Outlet outlet? msg Activation/Probe
7. DTA/DTA
492461 Probe - Number of Device to Activate How many devices would you like to activate today? msg Activation/Probe
7. DTA/DTA
492462 Probe - Number of TVs affected How many TVs are experiencing this problem? msg Activation/Probe
7. DTA/DTA
492463 Probe - Manner of Getting the Device Was the equipment delivered to you by UPS or did you pick it up at the local office? msg Activation/Probe
7. DTA/DTA
492464 Probe - Serial number (singular) May I please have the serial number of the device? msg Activation/Probe
7. DTA/DTA
492465 Probe - Serial number(plural) May I please have the serial number of the devices? msg Activation/Probe
Serial numbers can be found on a white sticker at the back/bottom of the device and
usually starts with M, GI, PA, TM, CS or SA followed by a series of numbers and 7. DTA/DTA
492466 Probe - Serial number format letters. msg Activation/Probe
7. DTA/DTA
492467 Probe - Location of the box Are you in the same room where the device and the TV are located? msg Activation/Probe
7. DTA/DTA
492468 Probe - Location of the boxes Are you in the same room where the devices and the TVs are located? msg Activation/Probe
7. DTA/DTA
492469 Probe - Experienced Issue Often May I know if this is an ongoing issue with this DTA box? msg Activation/Probe
7. DTA/DTA
492470 Installation Probe1 Have you connected the DTA box to your TV and the cable wall outlet? msg Activation/Probe
7. DTA/DTA
492471 Installation Probe2 Are the DTA boxes already connected to the TVs and the cable wall outlets? msg Activation/Probe
7. DTA/DTA
492472 Blinking LED Probe 1 May I know how the light is blinking? msg Activation/Probe
7. DTA/DTA
492473 Blinking LED Probe 2 Is the light blinking continuously in short intervals? msg Activation/Probe
7. DTA/DTA
492474 Blinking LED Probe 3 Does it blink three times and pauses continuously? msg Activation/Probe
7. DTA/DTA
492475 Blinking LED Probe 4 Do you see any messages on your screen? msg Activation/Probe
May I know your specific concern on the closed captioning for this channel that you 7. DTA/DTA
492476 CloseCaptioning Probe1 are currently watching? msg Activation/Probe
May I know if the closed captioning is hard to read or it is not displayed on the 7. DTA/DTA
492477 Closed Captioning Probe2 screen? msg Activation/Probe
7. DTA/DTA
492478 01 Probing - Devices How many devices will we be activating today? msg Activation/Probe
It should take approximately 5 to 10 minutes to connect each digital adapter and 7. DTA/DTA
492479 02 Set Expectations: 725695 program each remote. Do you have time to proceed? msg Activation/Probe
Let's make certain you have everything you need in your Self-Installation Kit. Please
confirm you have the following items: Digital Adapter Coaxial Cable Power Cord 7. DTA/DTA
492480 03 Confirm Package Contents Remote Control 2 AA Batteries Remote Control Signal Receiver Adhesive Fasteners msg Activation/Probe
Would you please provide me the last 4 digits of the serial number on each cable 7. DTA/DTA
492481 04 Probing Serial Number box? The serial number usually starts with MA, M, GI, PA, TM, CS, PK. msg Activation/Probe
7. DTA/DTA
492482 05 Probing Home Are you in the room where the cable box and TV are located? msg Activation/Probe
7. DTA/DTA
492483 06 Probing 1st Time Activating Is this the first time you have activated this device? msg Activation/Probe
I am glad that we were able to activate your cable TV today. I hope you enjoy your
services. Let me provide you with your ticket number for the work we have done 7. DTA/DTA
492484 Recap Activation Successful - Ticket Number today. You can keep this for your own records. Your ticked number is: msg Activation/Recap
7. DTA/DTA
492485 DTA RC07 - Program DTA Remote Let's program your Comcast DTA Remote Control by following these steps: msg Activation/Remote Control
7. DTA/DTA
492486 DTA RC08 - Program DTA Remote Step 1 1. Turn on the TV. msg Activation/Remote Control
2. Press and hold the "SET" button until the Red Light blinks twice, then release 7. DTA/DTA
492487 DTA RC09 - Program DTA Remote Step 2 "SET". msg Activation/Remote Control
3. Key in the first five-digit code for your TV. If the Red Light blinks twice, you have
successfully programmed your Comcast Remote Control. If the Red Light displays 7. DTA/DTA
492488 DTA RC10 - Program DTA Remote Step 3 one long blink, repeat steps 2 and 3 with the next five-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 7. DTA/DTA
492489 DTA RC11 - Program DTA Remote Step 4 TV brand until you find 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 7. DTA/DTA
492490 DTA RC12 - Program Volume remote will blink twice. 4. Press Power to turn your television on. msg Activation/Remote Control
7. DTA/DTA
492491 DTA RC13 - Determine Next Steps 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 7. DTA/DTA
492492 DTA RC14 - Reprogram Different Codes providing below. If one code does not work I will provide you another to check. msg Activation/Remote Control
7. DTA/DTA
492493 DTA RC15 - Reprogram Codes 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
492494 DTA RC16 - Verify Remote Functionality V1 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 7. DTA/DTA
492495 DTA RC17 - Verify Remote Functionality V2 the 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, turn the volume up and down, power on and off, and the number pad 7. DTA/DTA
492496 DTA RC18 - Verify Remote Functionality V3 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, 7. DTA/DTA
492497 DTA RC19 - Verify Remote Functionality V4 let us 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 7. DTA/DTA
492498 DTA RC20 - Verify Remote Functionality V5 up and down on the TV and change the channel on your DTA. msg Activation/Remote Control
7. DTA/DTA
492499 DTA RC21 - Successful 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 7. DTA/DTA
492500 DTA RC22 - Program Unsuccessful the 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 7. DTA/DTA
492501 DTA RC23 - Remote Alternative office for replacement. Please refer to your manufacturers manual to program it. msg Activation/Remote Control
If your remote control is broken, we will provide you a new remote at no additional
charge. Simply bring your old remote to one of our service centers and swap it for a 7. DTA/DTA
492502 DTA RC25 - Broken Remote Control 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
492503 DTA RC26 - Tech Swap-Remote 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 find instructions for programming the
remote in the user manual. You can also go to the link below for the instructions: 7. DTA/DTA
492504 DTA RC27 - Program Remote Link www.xfinity.com/remotes or www.comcast.com/remotes msg Activation/Remote Control
7. DTA/DTA
492505 DTA RC01 - Probing Do you need any assistance in programming your remote control? msg Activation/Remote Control
7. DTA/DTA
492506 DTA RC02 - Probing Remote Type - 24383 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" 7. DTA/DTA
492507 DTA RC03 - Probing Remote Type button 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
492508 DTA RC04 - Brand of TV 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
492509 DTA RC05 - Program Remote1 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
492510 DTA RC06 - Program Remote2 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 7. DTA/DTA
492511 DTA OfferSurvey2 experience was today by completing the survey at the end of our chat! msg 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
492512 DTA Activation Transfer Out to Other group that handles your request. msg Activation/TransferOut
I am sorry but we are unable to process your request. Please contact your nearest
492514 DTA Refer to Local 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
492515 DTA Refer to Custer Service voice 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
492516 DTA Refer to Business/comercial voice 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
492517 DTA Refer to Bulk Account Agents 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
492518 Incorrect Queue connected to our department handling residential accounts. msg 7. DTA/DTA Common
492519 Branding-Dta Chat Closing ver 2 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
492520 DTA Transfer Out 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
492521 Branding-Dta Chat Closing ver 1 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 Xfinity Customer
492513 DTA Welcome - Xfinity Cust Commitment Commitment. How can I help you? msg 7. DTA/DTA Common
7. DTA/DTA
492522 Reason for Verification 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 7. DTA/DTA
492523 DTA Not Authorized account verification. I can answer any general queries that you may have. msg Common/Authentication
Comcast always keeps your privacy and security as the first priority. We need to
communicate with the account holder or an authorized user to provide account 7. DTA/DTA
492524 DTA Validation Not Authorized Person 2 specific information. Please ask the account holder to add you as an authorized user. msg Common/Authentication
I apologize but we are unable to make any changes on the account. Only the
account holder or an authorized person may make changes to the account. Please 7. DTA/DTA
492525 DTA not authorized ver 3 ask the account holder to contact us to add you as an authorized user. msg Common/Authentication
I apologize but we are unable to make any changes on the account. Only the
account holder or an authorized person may make changes to the account. Please 7. DTA/DTA
492526 Advise to Add Authorzed User ask the account holder to contact us to add you as an authorized user. msg Common/Authentication
7. DTA/DTA
492527 DTA TY for Patience Thank you for your patience and taking the time to work on this with me today. msg 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 7. DTA/DTA
492528 DTA Order Entry Transfer to Billing can help you with before I transfer your chat? msg 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 7. DTA/DTA
492530 Comcast Contact Numbers products and services and Help forums located at http://www.comcast.com msg Common/Closing
7. DTA/DTA
492531 DTA Additional Assistance Is there anything I can help you with today? I'll be happy to assist you further. msg Common/Closing
We at COMCAST value our customers. My colleagues in the Billing Department 7. DTA/DTA
492532 Trans Out to Billing2 specialize in addressing your concern. msg Common/Closing
As part of our Xfinity Customer Commitment, we promise to offer easy-to-
understand packages and provide you with a clear bill. A call or visit to our website
makes it easy to find a package that’s right for you. We aim for the same clarity with
our bills. You can view your monthly statement and service details anytime by 7. DTA/DTA
492529 Customer Commitment- 3 visiting www.comcast.com msg Common/Closing
I apologize but DTA box is not yet available in your area. We will let you know as 7. DTA/DTA
492533 Area Not WOM Ready soon as these are available. Thank you for your interest in DTA box. msg Common/Eligibility
7. DTA/DTA
492534 Empathy - Here to Help I understand your concern. I will be here to help you throughout this chat. msg Common/Empathy
I'm very sorry for the inconvenience. Let me take a few moments to look at your 7. DTA/DTA
492535 Empathy - Problem Activating account so I can get moving on fixing this! msg Common/Empathy
I respect your opinion, and I acknowledge your concern. Here is what we can do 7. DTA/DTA
492536 Empower - Resolution Leading Statement now. msg Common/Empower
7. DTA/DTA
Programming through the adapter is delivered in digital quality picture and sound Common/Features and
492537 Features and Benefits: DTA1 (standard definition). msg Benefits
7. DTA/DTA
DTA will be beneficial for you when Comcast eventually moves more channels to Common/Features and
492538 Features and Benefits: DTA2 digital delivery. msg Benefits
7. DTA/DTA
Common/Features and
492539 Features and Benefits: DTA3 The DTA will also help you receive all the channels that you are subscribing to. msg Benefits
7. DTA/DTA
While I update your account, let me share some feature and benefits of a digital Common/Features and
492540 Features and Benefits DTA4 transport adapter. msg Benefits
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 7. DTA/DTA
492541 DTA vs. STB1 digital format. msg Common/General Info
I’m glad to hear that you are not only interested in our products but in Comcast as a 7. DTA/DTA
492542 Corporate Detail Info 1 corporation. msg Common/General Info
I understand that knowing Comcast as a corporation is just as important as knowing 7. DTA/DTA
492543 Corporate Detail Info 2 more about our products and service. msg Common/General Info
Comcast corporate headquarters are located at: One Comcast Center 7. DTA/DTA
492544 Corporate Detail Info 3 Philadelphia, PA 19103 215-286-1700 msg Common/General Info
You may also visit our website www.comcast.com to learn more about Comcast’s
corporate profile or you may click on this link: http://www.comcast.
com/corporate/about/pressroom/corporateoverview/corporateoverview.html to 7. DTA/DTA
492545 Corporate Info Link directly bring you to Comcast’s corporate profile. msg Common/General Info
According to our system, there are boxes in stock at the Service Center nearest you, 7. DTA/DTA
492546 DTA Availability Local however, this is not a guarantee that the item will be available when you stop in. msg Common/General Info
7. DTA/DTA
492547 DIGITAL EQUIPMENT INFORMATION Let me explain the difference between a set top box and an adapter. msg Common/General 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 7. DTA/DTA
492548 DTA vs. STB2 Music Choice. msg Common/General Info
Welcome to Comcast World of More where we dream big. I have reviewed you
conversation with the previous agent and I am happy to get the chance to serve you 7. DTA/DTA
492549 TRANSFERRED CHAT today. msg Common/Greetings
I have checked our system and it appears here that there is an outage reported in 7. DTA/DTA
492550 Outage Level 1 Detected your area. We apologize for the inconvenience that this may cause to you. msg Common/Outages
Your service interruption is caused by an outage in your area. We can still try to 7. DTA/DTA
492551 Ask permission to continue with Outage resolve your issue by sending a hit to the cable box. Would you like to proceed? msg Common/Outages
Our technicians and engineers are currently working to resolve this issue as soon as 7. DTA/DTA
492552 Outage Level 2 with ETA possible. Thank you for your patience and understanding msg Common/Outages
Our engineers have determined that you are part of a larger service interruption that
is affecting other customers. They are working to fix the problem and hope to 7. DTA/DTA
492553 Outage Level 2 with no ETA restore your service as quickly as possible. msg Common/Outages
Your service interruption is caused by technical difficulties with the cable line or
equipment. There can be many reasons for this and our technicians and engineers
are investigating the exact cause of the problem. Once the problem is fixed, your 7. DTA/DTA
492554 Outage level 2 Notification service will be restored. msg Common/Outages
We would be happy to credit you for the time your service is down. I can transfer 7. DTA/DTA
492555 Process Credit due to Outage this 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 7. DTA/DTA
492556 Outage Notification from level 1 to level 2 Version1 are part of a larger service interruption. msg Common/Outages
We make sure that all our customers expecting a technician at this hour are notified
and we apologize if you did not receive our notification. Rest assured our
technicians are working to fix the problem and hope to restore your service as 7. DTA/DTA
492557 Outage Notification from level 1 to level 2 Version2 quickly as possible. msg Common/Outages
492558 Additional Probing I will be glad to assist you. Could you please tell me more about your concern? msg 7. DTA/DTA Common/Probe
492559 Additional Probing 2 I just need to confirm 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 7. DTA/DTA
492560 CSAT1 Initial (DTA) improve the service we provide to you. msg Common/Survey
Just a friendly reminder to please complete the survey I mentioned earlier in this 7. DTA/DTA
492561 CSAT2 Follow-Up (DTA) chat. Your feedback will help us to continue improving how we serve you. msg 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 7. DTA/DTA
492562 CSAT2 Follow-Up Appreciate Your Time (DTA) moment to participate in the short survey that appears when you close this chat. msg 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 7. DTA/DTA
492563 CSAT2 Follow-Up Issue Resolved (DTA) you. Thank you for contacting Comcast and have a great day. msg 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 7. DTA/DTA
492564 CSAT2 Follow-Up Work With You (DTA) you. Thank you for contacting Comcast and have a great day. msg Common/Survey
7. DTA/DTA Common/Time-
492565 No Customer Response 1st Minute 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-
492566 No Customer Response 2nd Minute minute. msg Out Process
contacting Comcast. If you have any further questions, please feel free to contact us
again. If you need additional assistance you can chat back on our Web site at http: 7. DTA/DTA Common/Time-
492567 No Customer Response 3rd Minute //www.comcast.com/Support/ msg Out Process
I would be happy to connect you with the department that can help you with your
inquiry further. Is there anything else I could help you with before I transfer your 7. DTA/DTA
492568 DTA Transfer Out with Additional Assistance chat? msg Common/Transfer Out
I am glad you chose Comcast as your service provider. Unfortunately, you have been 7. DTA/DTA
492569 Connect before transferringto Business connected to our department handling residential accounts. msg Common/Transfer Out
7. DTA/DTA
492570 Verification of the Account Let me go through your account first to verify the details. msg Common/Verification
Do you have any other phone number that may have been used when you signed up 7. DTA/DTA
492571 Wrong Phone Number in the Account for the account? msg Common/Verification
Just for security purposes, could you also please verify the last four digits of your 7. DTA/DTA
492572 SSN probing Social Security Number? msg Common/Verification
Could you also please confirm any two of the following: 1. Account number 2. 7. DTA/DTA
492573 Additional Verification Service address (home address) 3. Amount of last payment made on the account msg Common/Verification
To ensure that I have opened the right account, can you please verify the name and 7. DTA/DTA
492574 DTA Verification1 the phone number on the account? msg Common/Verification
7. DTA/DTA Order
492575 Closing - Provide Confirmation Number Please take note of your confirmation number for future references. Here it is: msg Entry/Closing
Please be informed that it would take approximately three to five business days for 7. DTA/DTA Order
492576 Closing - Provide Days of Delivery you 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 7. DTA/DTA Order
492577 Closing - Provide content of the SIK adhesive 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 you for contacting Comcast World of More. It has been a pleasure assisting 7. DTA/DTA Order
492578 End a chat -Order Entry you today. msg Entry/Closing
Thank you, we are almost finished scheduling your appointment. Do you want to 7. DTA/DTA Order
492582 Email Confirmation not on file update your email address on account? msg Entry/Closing
Thank you, we are almost finished scheduling your appointment. I see that we
currently have an email address on record for you. Is this your current email 7. DTA/DTA Order
492583 Email confirmation on file address: msg Entry/Closing
This email will help provide you with: 1) A reminder of your service appointment
date and time 2) Written confirmation your order was processed correctly 3)
Confirmation of the products and services ordered 4) Information on how to
reschedule the appointment. May I please have your email address so that we can 7. DTA/DTA Order
492584 Customer Hesitant to give Email/Reason for Email provide you with 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 five business days. Since
you are a valued customer, we will send you the equipment free of shipping and 7. DTA/DTA Order
492585 Order Entry-Recap handling cost. msg Entry/Closing
I'm glad I was able to help you today. Are there any other questions I could help you 7. DTA/DTA Order
492586 Order Entry Additional Assistance ver1 with today? msg Entry/Closing
It was a pleasure assisting you today. Will there be anything else that I may assist 7. DTA/DTA Order
492587 Order Entry Additional Assistance ver2 you with? msg Entry/Closing
As part of our Xfinity Customer Commitment, we promise that if you ever need our
assistance, we will be on time for appointments and resolve any routine issues you
experience in one visit, or else we will either credit you $20 or give you a free 7. DTA/DTA Order
492579 Customer Commitment - Installation1 premium channel for three months. msg Entry/Closing
As part of our Xfinity Customer Commitment, we promise that we will be on time for
appointments, or else we will either credit you $20 or give you a free premium 7. DTA/DTA Order
492580 Customer Commitment- Instalaltion2 channel for three months. msg Entry/Closing
As part of our Xfinity Customer Commitment, we promise that we will be on time for
appointments , or else we will either credit you $25 or give you a free premium 7. DTA/DTA Order
492581 Customer Commitment Illinois Instalaltion2 channel for three months. msg Entry/Closing
7. DTA/DTA Order
I understand that you want to place an order for a DTA. I will gladly process your Entry/Connect with
492588 Empower- DTA Process Order order so that you can enjoy better picture quality and sound. msg Customer
7. DTA/DTA Order
I understand that you would like to order digital adapters. You have reached the Entry/Connect with
492589 Empower- Digital Adapter Process Order correct department. I can certainly process your order today. msg Customer
7. DTA/DTA Order
Entry/Connect with
492590 Empower - Order Status I will be more than happy to update you regarding your order status. msg Customer
7. DTA/DTA Order
I know how precious your time is. I am happy to process your order in a timely Entry/Connect with
492591 Connect - Process Order manner. msg Customer
7. DTA/DTA Order
I understand that you are in a hurry. I will process your order as quickly as possible. Entry/Connect with
492592 Empower - Quickly Process Order Please stay online till I finish processing your order. msg Customer
7. DTA/DTA Order
Entry/Connect with
492593 Connect: Cancel DTA Order I understand that you want to cancel your DTA order; is this correct? msg Customer
7. DTA/DTA Order
May I know if you processed this order online, through a chat representative or over Entry/Connect with
492594 Connect: Processed Order in Website? the phone? msg Customer
The first two DTAs that you will receive will be absolutely free of charge. Any 7. DTA/DTA Order
492595 ES - Additional DTAs additional device will be charged a low monthly fee of $1.99. msg Entry/Eligibility
You are eligible for two free digital adapters and you will be able to view the 7. DTA/DTA Order
492596 ES - View Expanded Channels expanded channels with them. msg Entry/Eligibility
I am happy to inform you that you are eligible for the free set top box and DTAs
(Digital Transport Adapters). You only need a digital device for your TV that is 7. DTA/DTA Order
492597 ES - STB & DTA directly connected to the cable wall outlet. msg Entry/Eligibility
I have checked your account and you do not need any equipment in order for you to 7. DTA/DTA Order
492598 DTA not needed continue receiving the channels that you have right now. msg Entry/Eligibility
I am glad that you are interested in ordering a DTA box. However, DTA is not
available in your area at this time. Rest assured that we will inform you when this 7. DTA/DTA Order
492599 DTA Not yet Available service is available in your area. msg Entry/Eligibility
The first two DTAs that you will receive will be absolutely free of charge. Any 7. DTA/DTA Order
492600 ES - Additional B1 DTAs additional device will be charged a low monthly fee of $0.50. msg Entry/Eligibility
I am happy to inform you that you are eligible for the two free DTAs (Digital
Transport Adapters). You only need a digital device for your TV that is directly 7. DTA/DTA Order
492601 ES - 2 Free DTAs connected to the cable wall outlet. msg Entry/Eligibility
I understand that you want to place an order for a DTA. I will gladly process your 7. DTA/DTA Order
492602 Empower- Process Order order so that you can enjoy high quality digital video. msg Entry/Empathy
I understand how important it is for you to ensure that you have the right
equipment needed to keep your channels running once the digital migration has 7. DTA/DTA Order
492603 Empathy - Right Equipment 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
492604 Empathy - Importance to 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
492605 Empathy - Error Online 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, 7. DTA/DTA Order
492606 DTA - Cablecard pay-per-view and the 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
492607 DTA - Device Price 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 7. DTA/DTA Order
492608 DTA - Device Preferences channels) there is no equipment required. msg Entry/Equipment
A digital-cable-ready TV is television that can receive digital cable service using a
device that is about the size of a credit card, called a CableCARD, instead of a set-top 7. DTA/DTA Order
492609 DTA - Digital-cable-ready TV 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 7. DTA/DTA Order
492610 FIRST HAND CUSTOMERS v2 you today? msg Entry/Greetings
Here at Comcast, we value your preference. You have the option to have your order 7. DTA/DTA Order
492611 DTA - DTA Shipping shipped via UPS, where shipping and handling fee is for free. msg Entry/Install Options
7. DTA/DTA Order
492612 DTA - Take Option Would you like to take this option? msg Entry/Install Options
7. DTA/DTA Order
492613 DTA - Excellent Choice 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
492614 DTA - DTA Tech Install prefer? msg Entry/Install Options
7. DTA/DTA Order
492615 DTA - Local Office details Here are the complete details of your local office: msg Entry/Local 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. 7. DTA/DTA Order
492616 DTA - Local Office link ashx%3farea%3d0 msg Entry/Local Office
I understand you would like to have this order processed as soon as possible. Once 7. DTA/DTA Order
492617 DTA - Pay Past Due the 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
492618 DTA - Payment Options payment online anytime at https://customer.comcast.com/m. msg Entry/Payments
7. DTA/DTA Order
Entry/Probing and
492619 Number of DTA Order May I know how many boxes would you want to order today? msg Paraphrasing
7. DTA/DTA Order
Entry/Probing and
492620 Confirm Number of DTA Just to confirm, you are ordering two (2) digital adapters today, is that correct? msg Paraphrasing
492621 DTA - Verify Shipping Please verify if the shipping address is at: msg 7. DTA/DTA Order Entry/SIK
492622 DTA - Order Confirmation Number I have successfully processed your order. Here is your confirmation 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
492623 DTA - Adult(SIK) 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
492624 DTA - UPS your address, out of sight and out of weather, at the driver's discretion. msg 7. DTA/DTA Order Entry/SIK
Please be informed that it would take approximately three to five business days for
492625 DTA - Delivery Days 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
492626 DTA - SIK Components 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
492627 DTA Adult (SIK) ver 2 the installation with a valid ID in the event that the account holder is not available. msg 7. DTA/DTA Order Entry/SIK
492628 DTA (SIK)List of valid IDs 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
492629 DTA Refer to Local with instructions 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 7. DTA/DTA Order
492630 Install Options: Local Office Pickup service, right? msg Entry/TransferOut
491876 aaaa 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
492385 Activation Introduction 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,
492386 Authentication or Driver's license number msg Activation
Thank you. I have been able to authenticate your account with the information
provided. I can now begin rebuilding your account, and once finished your Comcast
492387 Authentication Complete 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
492388 Authentication not completed 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 identified a bug on our network which has allowed
Comcast High-Speed Internet access to modems that have not been properly
registered or associated to accounts. A fix has been implemented to identify all the
affected accounts and equipment, and now we're working through a cleanup
492389 Explanation 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,
492390 Explanation2 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.
492391 Leased Fee (Must Customize) The fee is msg Activation
There is no active account at the address provided. At this point, a new account
492392 No current account at address 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
492393 Not authorized on account 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
492394 Obtain MAC Address 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
492395 Unable to provide last payment amount modem back on to the network and associate it to your account. msg Activation
I need to confirm some information to ensure we associate the correct equipment to
your account. First, was your modem supplied by Comcast, or did you purchase your
492396 Verify equipment own? msg Activation
http://www.comcastsupport.com/sdccommon/asp/msidownload.asp?
141912 Remote Assist Push 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
492667 30 Day 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
492668 30 Day Guarantee attached. msg General
When you are ready to set up your equipment on , please log on to http://www.
492669 SIK1 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.
492670 sik2 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
492631 Come Up With Best Solution 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
492632 Right Department, Requests Taken Care Of care of today. msg Ownership
Retention Pilot/06. Ask
492633 When Did Problem First Start? When did your problem first start? msg Targeted Questions
Now that we have resolved the issue, may I ask you a few questions to see if you are Retention Pilot/06. Ask
492635 Resolved Issue, Ask Few Questions 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
492636 May I Ask a Few Questions? budget and household needs? msg Targeted Questions
492640 Why Decide to Remove? What brought you to the decision to remove services? msg Targeted Questions
492641 Describe Issue? Can you describe your concerns/issue so I can see how to resolve it? msg Targeted Questions
492650 Current Provider For Service? I see you don't have our [INSERT LOB] service. Who's your provider for that service? msg Targeted Questions
492647 Long Distance Calls? Are you making a lot of long distance calls? msg Targeted Questions/CDV
492648 Current Provider Home Phone? Who is your current provider for your home phone? msg Targeted Questions/CDV
492649 Cost of Current Phone Service? How much are you paying for your current phone service? msg Targeted Questions/CDV
492639 What Phone Features Are Important? What are the features that are most important on your phone? msg Targeted Questions/CDV
492657 Where Make Calls To? Where do you make calls to? msg Targeted Questions/CDV
492658 How Stay in Touch? How do you stay in touch with friends and family? msg Targeted Questions/CDV
492638 How Do You Use Internet? How do you use the internet? msg Targeted Questions/CHSI
492645 Multiple Devices Connected? Do you typically have multiple devices connected to your internet service? msg Targeted Questions/CHSI
492646 Stream Videos or Gaming? Do you do any streaming videos or gaming online? msg Targeted Questions/CHSI
492654 Who Uses Internet? Who uses the internet in your home? msg Targeted Questions/CHSI
492655 How Often Use Interent? How often are you on the internet? msg Targeted Questions/CHSI
492656 What Devices Use Internet? What types of devices do you use the internet for? msg Targeted Questions/CHSI
Targeted Questions/Home
492659 How Monitor Home? How do you monitor your home? msg Security
492651 Favorite TV Programs? What kind of TV programs do you like to watch? msg Targeted Questions/Video
492652 Who Watches Most TV? Who in the home watches TV the most? msg Targeted Questions/Video
492653 Favorite VOD Programs? When you use our free VOD, what programming do you like best? msg Targeted Questions/Video
492637 Type of Programming Does Family Enjoy? What type of programming does your family enjoy? msg Targeted Questions/Video
492642 Favorite Channels? What channels do you and your family value most? msg Targeted Questions/Video
492643 Enjoy Watching On Demand? Do you enjoy watching movies/TV shows On Demand? msg Targeted Questions/Video
492644 Utilizing Your DVR Services? 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,
492660 Bill Month in Advance 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
492661 Access Features Immediately ‘XFINITY’ and you’ll find both of these. msg Retention Pilot/11. GBYE
Within 6 hours, you will be receiving an email confirmation summary of the changes
we made. This high-level detail will provide you a written confirmation of the
492662 Email Confirmation changes we made. Is there anything else I can assist you with today? msg Retention Pilot/11. GBYE
492663 Thank You For Loyalty Thank you so much for your loyalty to Comcast! msg Retention Pilot/11. GBYE
492664 You Made Great Choice You have made a great choice, I know the family will enjoy this great package. msg Retention Pilot/11. GBYE
492665 Any Other Concerns? Do you have any other questions or concerns I can assist you with? msg Retention Pilot/11. GBYE
We’re finished with your account changes now. I’m happy I was able to help. You’ll
have access to some very cool XFINITY features right away. I have a few things to
492634 Finished With Account Changes quickly summarize first 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
434942 Close1 Closings 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
434940 INTRO1 Openings today? msg VCAE Beltway/Openings
Thank you for using the Comcast Triple Play Support Center. How may I assist you
434941 INTRO2 Openings today? msg VCAE Beltway/Openings
434943 Beltway1 Transitions Excellent. Is there anything else that we can help you with at the moment? msg VCAE Beltway/Transitions
434945 Beltway2 Transitions Great. Can we assist you with anything else today? msg VCAE Beltway/Transitions
434946 Beltway3 Transitions Could you please check to ensure that change went through? msg VCAE Beltway/Transitions
482433 Beltway4 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
482434 Beltway5 Transitions 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
491822 exit account 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 ZICHAT/CAE/Account
491850 Modem Rental Rate to proceed with adding their own modem added at this time? msg Verification
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
491747 Full Name registered on the account? msg Verification
account information doesn't pull up. Would you please provide the full address as it ZICHAT/CAE/Account
491748 Service Address appears on the account? msg Verification
account information doesn't pull up. Would you please provide the phone number ZICHAT/CAE/Account
491749 Telephone Number associated with the account? msg Verification
Thank you for providing the information prior to entering the chat; however, the ZICHAT/CAE/Account
491750 Account Number account information doesn't pull up. Would you please verify the account number? msg Verification
ZICHAT/CAE/Connect with
491800 Doing Well I'm doing well, thanks for asking. msg CAE
491801 Check Account First, I am going to review the account. I will be with you momentarily. msg CAE
491802 Attention to Issue Thank you for bringing this to our attention. msg CAE
491803 Give Opportunity Thank you for giving me an opportunity to resolve this. msg CAE
491804 Provide Information Thank you for providing that information. msg CAE
491805 Thank You. Thank you. msg CAE
491806 Correct That is correct. msg CAE
491807 Great That is great! msg CAE
491808 You're Welcome You are most welcome. msg CAE
491809 Activate DTA I will be happy to activate this DTA for you. msg CAE
491810 Activate DVR I will be happy to activate this DVR for you. msg CAE
491811 Activate Modem I will be happy to activate this Cable Modem for you. msg CAE
491812 Activate EMTA I will be happy to activate this eMTA for you. msg CAE
491813 Activate Gateway I will be happy to activate this Gateway for you. msg CAE
491814 Activate CableCARD I will be happy to activate this CableCARD for you. msg CAE
491815 Activate Equipment I will be happy to activate the equipment for you. msg CAE
You can be confident that I will be assisting you throughout our conversation until ZICHAT/CAE/Connect with
491816 Assure we finish your request. msg CAE
491817 Pleasure Assist It is my pleasure to assist you. msg CAE
491818 Understand I totally understand. msg CAE
491851 Glad to Hear 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
491763 Misunderstanding resolved. msg ZICHAT/CAE/Empathy
491764 Concern and Help I understand your concern. I am committing to getting this resolved. msg ZICHAT/CAE/Empathy
491765 So Sorry 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
491766 Frustration 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
491767 Continued Frustration you. msg ZICHAT/CAE/Empathy
I understand how frustrating it could be. I'd be glad to go over this with you and
491768 Explain due to Frustration explain. msg ZICHAT/CAE/Empathy
491769 Typo I am sorry for the typo. Please disregard that last message. msg ZICHAT/CAE/Empathy
491770 Long Wait Thank you for your patience. My apologies for the longer than usual wait. msg ZICHAT/CAE/Empathy
491742 Personally Take Care I will definitely 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
491743 Questions and Concerns that I can to assist you msg ZICHAT/CAE/Empowerment
You’ve definitely reached the correct department. I’m sure I’ll be able to assist you
491744 Right Department with your inquiry. msg ZICHAT/CAE/Empowerment
492382 Personally Take Care 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
492383 Questions and Concerns help you. msg ZICHAT/CAE/Empowerment
492384 Right Department 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
491760 Helpdesk Agent Name agent's name and the issue/issues you experienced. msg ZICHAT/CAE/Feedback
ZICHAT/CAE/Identity
491820 CAE Name May I please have your name, so I may address you properly? msg Verification
ZICHAT/CAE/Identity
491821 NT Login May I please have your NTLogin, so I may address you properly? msg Verification
492381 Day Going well - No Info I hope your day is going well. How may I help you? msg ZICHAT/CAE/Opening
Thank you for bringing this to our attention, I'm sure we can work together to get ZICHAT/CAE/Probe &
491795 Work Together this resolved for you as soon as possible. msg Paraphrase
ZICHAT/CAE/Probe &
491796 Correction Worked Please let me know if that worked and we'll determine the next steps. msg Paraphrase
ZICHAT/CAE/Probe &
491797 More Information I will be glad to assist you. Could you please tell me more about your concern? msg Paraphrase
491745 Still Available Please let me know if you are still available to proceed. msg ZICHAT/CAE/Still There
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
491746 Close One Minute 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 -
491798 Correct Queue queue for assistance? msg Additional Assistance
Is there anything else that I can assist you with before I transfer you to the ZICHAT/CAE/Transfer -
491799 Supervisor Queue supervisor 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
491819 Business Class 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
491824 Inactive Queue automatically close. msg ZICHAT/CAE/Wrong Queue
491832 Not supported 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.
491833 Supervisor Support 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 ZICHAT/Chat Wrap
491840 Glad to Help help you with today? msg Up/Closing
ZICHAT/Chat Wrap
491841 assist and help Is there anything else I can assist you with today? I will be happy to help you. msg Up/Closing
ZICHAT/Chat Wrap
491842 Help Today Is there anything else I can help you with today? msg Up/Closing
ZICHAT/Chat Wrap
491843 Help Further 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
491845 ER Ticket 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
491846 Single or Multi Issue additional questions or concerns today? msg Up/Closing
Thank you for your patience, the modem was added to the account. Is there ZICHAT/Chat Wrap
491852 Modem Add anything else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the eMTA was added to the account. Is there anything ZICHAT/Chat Wrap
491825 EMTA Add else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the Gateway was added to the account. Is there ZICHAT/Chat Wrap
491826 Gateway Add anything else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the DTA was added to the account. Is there anything ZICHAT/Chat Wrap
491827 DTA Add else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the DVR was added to the account. Is there anything ZICHAT/Chat Wrap
491828 DVR Add else I can assist you with today? msg Up/Closing/Equipment
Thank you for your patience, the Digital Box was added to the account. Is there ZICHAT/Chat Wrap
491829 Digital Box Add 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
491830 Equipment Add 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
491831 CableCARD Add 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
491847 Great Day Help Desk and have a great day. msg Chat
Thank you very much for your time and patience. It certainly has been my pleasure
to assist you today. Thank you for contacting the Central Division Help Desk and ZICHAT/Chat Wrap Up/End
491849 Time and Patience have a 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 5 minutes to assist in resolving their issue using the number that you ZICHAT/Chat Wrap
491834 Patience Contact Number provide me. msg Up/Taking 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
491835 Contact Number resolving their issue using the number that you provide me. msg Up/Taking 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 ZICHAT/CHSI/Equipment/EO
491756 Cable Modem Internet and XFINITY Voice Approved Devices is available to email to customers. msg L
The eMTA you have provided is End of Life and cannot be added to the account, but
I will be more than happy to give you a site that lists approved modems. It is http:
//mydeviceinfo.comcast.net. Einstein How 3717 -XFINITY Internet and XFINITY Voice ZICHAT/CHSI/Equipment/EO
491757 EMTA Approved Devices is available to email to customers. msg L
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 ZICHAT/CHSI/Equipment/EO
491758 Gateway Voice Approved Devices is available to email to customers msg L
The equipment you have provided is End of Life and cannot be added to the account,
but I will be more than happy to give you a site that lists approved modems. It is
http://mydeviceinfo.comcast.net. Einstein How 3717 -XFINITY Internet and XFINITY ZICHAT/CHSI/Equipment/EO
491759 Other Online Device Voice Approved Devices is available to email to customers msg L
ZICHAT/CHSI/Equipment/Ve
491752 Single or Multi MAC Device May I please have the MAC Address of the device/s? msg rification/MAC
To ensure we are looking at the correct MAC address can you please verify the MAC
address? it should contain 12 characters with letters and numbers from A to F and ZICHAT/CHSI/Equipment/Ve
491753 Incorrect MAC 0 to 9. msg rification/MAC
491754 Single/Multi Device May I please have the Manufacturer of the device(s)? msg rification/Manufacturer
491755 Single/Multi Device Model May I please have the Model Number of the device(s)? msg rification/Model
491751 Single Or Multi Device May I please have the serial number of the device(s)? msg rification/Serial
The cable modem does not appear to be online, please verify all connections ZICHAT/CHSI/Equipment/Ve
491836 Modem Offline including power are properly connected with the customer. msg rification/Troubleshooting
The eMTA does not appear to be online, please verify all connections including ZICHAT/CHSI/Equipment/Ve
491837 EMTA Offline power are properly connected with the customer. msg rification/Troubleshooting
The equipment does not appear to be online, please verify all connections including ZICHAT/CHSI/Equipment/Ve
491838 Equipment Offline power are properly connected with the customer. msg rification/Troubleshooting
Thank you for your patience, in order to add the eMTA to the account the
equipment will need to be online and the firmware update would need to be ZICHAT/CHSI/Equipment/Ve
491839 EMTA Firmware completed. msg rification/Troubleshooting
Please ask the customer if it is okay if to use the customers frist and last name for
491823 Username First and Last 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
491761 Feedback to Supervisor 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
491762 Positive Feedback 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
491771 Validate Request request. msg ZICHAT/Hold
I apologize this is taking more time than usual. Please bear with me as I finish
491772 Finish Request processing your request. msg ZICHAT/Hold
I am working on your request. Do you mind waiting a few minutes while I complete
491773 Complete Request 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
491774 Modem Add Hold 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
491775 EMTA Add Hold 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
491776 Gateway Add Hold 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
491777 DVR Add Hold 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
491778 Digital Box Add Hold 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
491779 CableCARD Add Hold 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
491780 DTA Add Hold 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
491781 Equipment Add Hold 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
491782 Transfer Equipment equipment? msg ZICHAT/Hold
Please give me a couple minutes to pull up the account information. Would that be
491783 Pull Up Account alright with you? msg ZICHAT/Hold
491784 Patiently Waiting Thank you for patiently waiting. msg ZICHAT/Hold
491785 Thanks For Patience 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
491786 Couple More Minutes process your request? msg ZICHAT/Hold
Thank you very much for patiently waiting. I apologize for it being a little longer
491787 Longer Wait than expected. msg ZICHAT/Hold
Would you mind waiting for a couple of minutes so that I can do the research in my
491788 Appropriate Information system and provide you with the appropriate information? msg ZICHAT/Hold
491789 Get Information Would you mind waiting for a couple of minutes while I get you that information? msg ZICHAT/Hold
491790 Look Into Issue Would you mind waiting for a couple of minutes while I look into this for you? msg ZICHAT/Hold
491791 Research 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
491792 Work/Check Account me another 2 minutes to work on this request, would that be okay? msg ZICHAT/Hold
491793 Be Back Shortly Thank you. I will be back with you shortly. msg ZICHAT/Hold
491794 Submit Ticket Please give me just a couple of minutes to submit this ticket. msg ZICHAT/Hold
Outage Issues
Division Einstein Doc ID CHSI Scenario ITG
Document ID TLK2798 Slow speed Slow Connectivity Issues
West Division Document ID POL1182 Unable to stream videos online Slow Connectivity Issues
Document HOW6194 Internet extremely slow from 12pm - 2 pm and 5pm-6pm. Slow Connectivity Issues
Northeast Division Document ID POL1663 Video buffering for longer than usual Slow Connectivity Issues
Document ID POL1525 Website pages taking time to upload Slow Connectivity Issues
Central Division Document ID CPN2017 Intermittent Connection Intermittent Connectivity Issues
Document ID HOW9937 Shows pauses/stops automatically / Video Lag Intermittent Connectivity Issues
National Document ID POL1772 Error 404 Cannot Surf/ No Connectivity
No internet connectivity Cannot Surf/ No Connectivity
Online Cable Issues Web page cannot display Cannot Surf
DVR Manager Troubleshooting HOW4280 Email lost Missing emails
Stream TV Troubleshooting HOW10510 Can't find older emails Missing emails
Unable to send emails Cannot send emails
Unable to receive emails Cannot receive emails
Issues DOC ID Emails undelivered Cannot send emails
DHCP HOW3588 Emails bounce back Cannot send emails
Internet Explorer HOW7055 HOW7023 Wifi Not working Cannot Surf/ No Connectivity
Safari HOW7057 HOW7024 Secondary email address HTTP ERROR 400 reason Authentication Failed Mail Client Setup Issues
Firefox HOW7056 HOW7025 Trying to set up email on my new ipad / Any external Device Mail Client Setup Issues
Google Chrome HOW7058 HOW7026 Customer trying to watch online TV (Not on Xfinity Website) TVEverywhere Issues
Connect smart TV HOW10913 Cx's has issues with Data usage Usage Meter Downloadable App / Refer to CSA
Email add contact HOW6328 xfinity tv to go XFINITY TV Go
Gaming Console HOW10905 How do I enable/disable the hotspot? XFINITY WiFi Hotspot Issues
Parentral control HOW6329 HOW3730 Trying to setup up bridge wirelessy / Setting Firewall XFINITY Wireless Gateway Settings
Port forwarding HOW9942 Changing SSID / Wifi Channels XFINITY Wireless Gateway Settings
View bil online HOW3281 Streampix does not work XFINITY TV Go
Particular spam HOW3573 I am getting copyright notices in my browser and I can't figure out how to confirm/stop the notices. General Security Issues
Spam HOW6349 Xfinity App not working on mobile XFINITY TV Go
Import email HOW3627 TV app on mobile not working XFINITY TV Go
Email configuration HOW4168
All in one HOW6341 UID Scenario ITG
WiFi off HOW8383 Unable to login to Xfinity Account Login Issues / Unable to Login to Xfinity Sites
Change Your WiFi Network Name and Password Online HOW10095 Username Transfer Transfer of UID/Login From Old Account
Change Your WiFi Network Name and Password with the XFINITY My Account App HOW6361 Cannot login with secondary username Login Issues
Change Your WiFi Network Name and Password in the Admin Tool HOW10645 Unable to login / Cx getting UH-Ah screen Password reset/Login issue
Approved Equipment for XFINITY Internet and XFINITY Voice HOW3717 Username & password not match Password reset/Login issue
Recover Deleted Emails - XFINITY Connect Help HOW10758 Username Creation UID creation issues
Restore Deleted Emails - XFINITY Connect Help HOW9922 Secondary username Secondary UID creation
TSR ID's
XFINITY Triple Play Bundles Document ID CPN2332 Issue Resolution Doc ID
View and Record Programs HOW8502
XFINITY Communities Packages Document ID CPN2186 Install Norton HOW11014
Manage Registered XFINITY WiFi Devices HOW9579
Does my area have the Terabyte Data Usage Plan? Document ID HOW10188 Manage Email Deletion Settings: HOW3606
Restore Deleted Emails: HOW9922
XFINITY Latino Packages Overview Document ID PRD1294 All email settings HOW6328
Configure Email Client Settings HOW4168
XFINITY Latino Packages - West Division Document ID PRD1286 Recordings on XFINITY TV App for Android Devices HOW8017
XFINITY Connect New Look TLK2853
XFINITY Internet Speed Tier and Package Overview Document ID PRD1055 Print or Export Contacts HOW3582
Latino Channels PRD1292
XFINITY Internet Available Speeds - West Division Document ID PRD1347 Making a Payment Online Without Logging In HOW11026
Create Your Watchable HOW10483
XFINITY Internet Speed Tiers Comparison Document ID PRD1040 Router/Gateway Login HOW3501
XFINITY WiFi Home Hotspot On or Off: HOW9107
Internet Plus XFINITY Internet Product Overview Document ID PRD1266 Use VPN: HOW3742
Enable/Disable Bridge Mode from CX HOW8383
Blast! Plus Document ID PRD1122 Prot Forwarding: HOW9942
Change WiFi Name/Password HOW10645
XFINITY Voice Product Overview - Agent Document ID PRD1069 Guests WiFi: HOW10859
Authorize/De-Authorize Device for Streaming HOW10046
International Calling Plans for XFINITY Voice - Packages Document ID PRD1091 Download Recordings/On Demand to Your Device HOW8000
Overview
Do's Opening
Build Rapport with the customer I’d be delighted to assist.
Appreciate Customer Certainly, I’d be happy to assist you with that today.
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 Advise… don’t patronise

Great going ! “I would suggest / I recommend…..”
In between the issues You are doing well , I really appreciate that . To avoid a similar inconvenience in future I request you to….
You are being a great help, thank you for that . All you need to do is to just…
I appreciate your co-operation . A simple way / method to change it will be to…..
As soon as you receive…
Thank you for helping me fix the issue today.
Issue Fixed. I really appreciate you for helping me fix the issue today. Many of our customers prefer to do/use…
Let me tell you that you have been really great while helping me fix the issue today.
Empathy Statements Provide a sense of immediacy

General I understand what you mean’ We’ll look into this for you right away,
I understand why you would think that way’. I can see where the problem is,Cx name
Creating the unspoken suggestion that your company values feedback,
“Thank you so much for letting us know about this…” What I’m doing for you right now is…
and takes matters of this kind extremely seriously .
That’s now been done, Mrs Brown…
Being transparent “I’d just like to ask for a little further information, cx name…" That is a fantastic alternative…
Demonstrating your respect for the customer’s opinions and your
“You’re absolutely correct, Sir/Madam…”
sympathy for his or her personal predicament
Angry customers Closing On-hold situations

I’m so sorry that you feel this way, Mrs Brown… I’m happy that I was able to assist you today. 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
As a solution, may I suggest that… Your satisfaction is a great compliment to us, (insert name).
can provide you with the best option.
What I’ll do right now is Thank you for being a great customer. We value your relationship. May I place you on hold for a minute to check this for you?
We really do appreciate this feedback, Mrs Brown… Do you mind holding 2-3 minutes while I process your request?
I completely understand how you feel, Sir/Madam… Your satisfaction is our topmost priority. Have I completely resolved all your queries today? I have that information here for you now, I will just get it for you
I will action this for you right away I appreciate your patience on this. Please let me know if I can provide any other additional support. Thank you for staying on the line
For the quickest resolution, I would request you to…
I understand how frustrating that might be.
I understand how inconvenient that must be.
I know that must be frustrating.

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

Issue WCC expectations Spiels
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
Slow Internet ( Wireless Connection ) Setting expectation with cx that wireless issue will be taken care by the wireless team. 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 Xfinity Cable Online due to the maintenance update of the website . No
Educating customer that we found the cause of the issue and will be fixing it however it will take few hours to get worries, I will correct this for you and refresh your account as well. This will be
Online Streaming
updated. effective after few minutes or an hour from now.
You may be disconnected from this chat while I perform the steps. Please do
Slow internet on wired connection 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.
Setting an expectation with the customer that these are the steps which I am going to perform on your account. In case the chat does not reconnect please do not worry since it is normal.
Performing provisioning and educating / tech visit advised
The modem will take 2-3 minutes to initialize, please do not close the chat window as we will be reconnected You can check if your internet is working fine, which normally would.
within 3-4 minutes once the modem is back online.
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
Probing for the email client setting type (imap/pop) > educating cx that he will need to contact apple support for IMAP but since you are already using that setting, I need you to call our Apple
Email issue on client
updated setting with the new OS 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 The steps are for Windows only

Norton activation issue Probing / checking if the Norton is properly installed / then referring to Norton support
Education: If you successfully installed Norton Security there's no need to

activate it. Education
Refer: It appears that I need to refer you to call our Norton Expert Team to
further activate your Norton Security on your MAC device. Since we verified
that you have no other Antivirus installed on your PC except for Norton and
you can't successfully activate it due to the error message that you get, please
contact 24/7 Norton support at this number: 877-272-7149.
Resolution communication
I would request you to please spare a few seconds to tell us how I assisted you
Survey Giving survey reminder and taking acknowledgement and resolved your issue on the chat. Can I count on you for that?
I’m really excited to hear/ read your comments about your experience in this
chat interaction with me.
Feel free to share your experiences in this chat interaction with me. I’ll be
happy to read them.
Thanks a ton! You may click "Exit Chat" and "Take Our Survey" button. I really
appreciate your cooperation.
It has been my pleasure helping you today and I truly appreciate your
understanding and cooperation. For future reference, help can be found at
xfinity.com/help
Thank you for choosing XFINITY. Take care
New additions
I understand that you want to unblock one of the port numbers, no worries,
Reps are setting expectation at the very beginning that wireless related issue is taken care by the wireless support
Wi-Fi issue (port forwarding/ open NAT/ unblocking the ports please contact our dedicated department that can remotely change, block and
and referring to wireless support number
unblock port numbers.
Summarization
Issue Resolved 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
Thanks for letting me resolve your issue for today. To Sum up, what I did to resolve the unable to send/receive
cache and cookies on your browser, launched browser, tried different
email concern was that I checked your username status, refreshed your username, cleared cache and cookies on
browser. But since the issue still persists, for further assistance we are
your browser, launched browser, tried different browser and found out that its the issue with browser advise you
notifying it to the concerned department. You will receive a call back within
Email Issues to temporarily use another browser when accessing email online.
(TAT) for further troubleshooting. The reference number for today's chat is
(___) .
Thanks for letting me resolve your issue for today. Just to recap, we have informed you that this is Email
configuration issue and there is no issues with your email account; we also advise you to temporarily use another
browser when accessing your email online.
To recap what we did today to address your Intermittent Internet Connection

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

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

No internet To recap what I have done today to address the Intermittent Internet Connection concern that you had, I have I have checked your modem status, did initial speed test, checked the cable
checked your modem status, did initial speed test, checked the cable connections, refreshed , power cycled and connections, refreshed , power cycled and did hard reset on your modem.
did hard reset on your modem which resolved the issue today
To recap what we did to resolve the wireless issue today - I have checked the
modem status, changed the Wi-Fi channel, checked your cable connections,
refreshed your modem, cleared cache and cookies on your browser, power
Wi-Fi To recap what I have done today to address the wireless issue today is that I have checked the modem status,
cycled the modem, walked you through the steps on how you can
changed the Wi-Fi channel, checked your cable connections, refreshed your modem, cleared cache and cookies on
change/retrieve your Wi-Fi password .
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
No Response Spiels
You have opened a window for Comcast Support and I don't want to miss an opportunity to support you. Are we
No Response Warning 1
still connected?
No Response Warning 2 Please let me know that we are still connected. Thank you.
You are a very important customer and it appears you have left the chat. Comcast appreciates your business and
No Response Warning 3 values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can
chat with one of our customer support specialist 24 hour a day, 7 days a week at https://www.comcastsupport.
com/ChatEntry/
Technical Difficulties
I sincerely want to assist you with your issue, unfortunately we are experiencing some technical constraints at
Technical Difficulties 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 latency system, I will request you to please stay connected. I will be more than glad to have your issue resolved today. We
value your business.
Self Help Spiels

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

http://customer.xfinity.com/help-and-support/billing/
and more.
8) Self-Installation Kit http://customer.xfinity.com/help-and-support/selfinstall/
9) Password Reset http://customer.xfinity.com/help-and-support/account/changing-or-resetting-your-password
And
That said, generally I am able to resolve the issues via following
Follow Self help and future recommendation Statements
steps.
Update
Temperature Check Statement

FCR
Do you consider the issue resolved ?
Have I resolved your issue today? 1 Temp check Statement
Do you agree that your issue is now closed?’
CAE
Are you satisfied with the resolution provided my me today ?
Are you satisfied with the resolution provided my me today ? 1FCR statement
Is there anything else from my side I can do to improve your experience and relationship with comcast ?
Survey Spiels
I would request you to please spare a few seconds to tell us how I assisted you and resolved your issue on the chat. Can I count on you for that?
I’m really excited to hear/ read your comments about your experience in this chat interaction with me.
Feel free to share your experiences in this chat interaction with me. I’ll be happy to read them.
Thanks a ton! You may click "Exit Chat" and "Take Our Survey" button. I really appreciate your cooperation.
Could I count on you to take a short survey at the end of this chat about my effort to resolve your issue today. I would love to hear your feedback”.
Increase FCR % by
FCR pointers to be covered within team:
Delivering Permanent and Correct Resolution.
Lowering Transfer % .
Reducing Unnecessary Truck roll % .
Use the LINC model to select the correct ITG from within
Einstein Service.
Understand what different types of hits are available, what they
do and when to use them. Tips
Avoiding Jargons for Better Customer Understanding.
Correct Probing Questions will lead you to correct ITG and
correct Resolution.
Expectation setting , Customer education and Summarization
needs to be followed.
http://customer.xfinity.com/help-and-support/selfservice/
Tricks
At the health check use Spiel : " I see greyed status on of
modem on the system , is it a good time to discuss it ? I can help
you with it. " , then cover all the current/intermittent issues cx is
experiencing
Educate cx from Einstein- cx education for every step. - Be
Transparent and do customer education.
Give Signal issue reasons to the customers.
Re-provisioning- Give customer the commands for cx to check .
Give self help link and Steps in brief to the customer towards the
end so in near future if cx gets the same issue he can see that in
his email /mobile and troubleshoot on his own Good Steps
Self help and future recommendation Statements Issue Type

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

boost your Wi-Fi signal. A wireless range extender takes the
signal from your modem or gateway and rebroadcasts it to
create a greater range of wireless network coverage. If you wish
Intermittent/Slow connectivity
to access the Internet on your Wi-Fi network while at a
significant distance from your modem or gateway, getting a Wi-
Fi extender may be a helpful option. These devices are available
for purchase at many retailers
Also check, you may accidentally get connected to an XFINITY

Wi-Fi public access point (xfinitywifi or XFINITY) instead of your Unable to connect to Wi-Fi/Authentication issues
in-home Wi-Fi network.
You can also troubleshoot Your Internet Connection with the

XFINITY My Account App- https://customer.xfinity.com/help-
and-support/xfinity-apps/my-account-app-internet-mobile-
troubleshooting Cx can open this link on mobile and t/s their desktop.
You can also visit www.xfinity.com and can go to help and
support tab at right bottom of the page and can search for any
General Self help
Troubleshooting Or service related FAQ's to get your Issue
resolved as Self help or Future reference.
Tech Visit expectation settings

Give complete TAT and details for tech visit - Complete address ,
nearest location ,TAT, alternate phone number .
Set the expectations if the customer is unable to pick the call
then the tech visit is cancelled
Agents should know how to check the tech visit status.
Comcast Store Information from Einstein

Agent should give complete information about Comcast stores
from Einstein instead of just sending the link.
Agents can also activate DND from Einstein on customer .
In case the Einstein is not working follow the CSR scholar -

Smart Know How's
Closing Statement
Have I resolved your issue today?
Spanish customer
Gracias para contactar Comcast. Me disculpo, sin embargo en este momento Comcast no ofrece la charla de apoyo en español. Llame por favor al 1-800-934-6489. Usted puede solicitar ser transferido a un representante
Hispano hablante, que será capaz de contestar sus preguntas. Gracias para escoger Comcast. Ventas en español (COE) - 877-782-3561 HSD, CDV, o Video en español: 888-780-8571
REP SAT ESSENTIALS
I. Verification- handling no verification \ failed verification.
Passed Verification – Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue .
Failed Verification (CHSI) - I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud.
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification
details. Would you like to proceed?
II. Check History
After verification, we have to check the history of the customer’s account by checking the account notes. That will give us the idea that how many
times the customer has chatted with us for the same issue.
I see you have chatted with us earlier – ______
Old Issue – I am hoping all is working well.

Current Issue – And & I see________
III. Probing
- Health check ( UID, towards the end )
I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the current status of your device and your
services.
OR
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It
should only take 2-4 minutes for the results.
Additional Questions to be Asked –
- Mode of connection
Check whether the customer is chatting on

1. Wired connection
2. Wireless connection
3. Third party connection
- Age of issue
1. Since when have you been facing this issue?

2. Have you performed any troubleshooting steps till now?
3. If yes, please let me know the steps which you have performed so that we do not waste your time during same.
- Location of the device
I would request you to please check your device location, it should not be installed near any electronic device such as Microwave, Television, speaker etc.
The electronic devices also affects the signals strength.
- Number of devices connected
Could you please confirm how many devices are using the same connection/network?
IV. Customer expectation
For Wireless Issue:
Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration.
For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on 18009346489.
For Wired Connection:

In order to resolve your connection issue, I will do remote troubleshooting and also may have to ask you to perform some basic steps to troubleshoot your connection.
If a technician visit is required, I will schedule the same and share the details with you. You will not be charged for any Comcast error.
V. Customer education on each step
ü Basic Education -
1. I’ll like to inform you that even with a fast connection, external factors such as busy websites can slow the entire web.
2. Popular websites can become overwhelmed with users.
3. I see your device has been up for ___ which can cause slow or intermittent connection issue.
4. Please switch off the device when it is not in use.
5. At times, due to heavy network traffic, you may not get the correct speed. I will boost the signals from the server to clean connectivity.
ü ITG Duration/Trouble shooting Customer Education –
Pls ensure that you are talking to the customer about each trouble shooting step.
For Ex – You are refreshing signals, you will say –
“I told you about Grey status of your modem, I am now refreshing the modem connectivity”
VI. Summary (why the issue happened, what was done to resolve along with the ticket number)
To recap, you chatted for the (_______) issue , I have refreshed the signals of your modem and ( ALL THE STEPS WHICH YOU HAVE PROVIDED ON CHAT ).
I have also placed a note on your account about this issue for the benefit of the technician who will resolve it for good.
VII. Self-help option – Split at chat type level(SCHOLAR LINK)
VIII. Additional assistance –
Do you want me to help you with any other Comcast service?
IX. Satisfaction Question/Survey Pitch Question
I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern on the chat today. Can I count on you for that?
UID CHAT FLOW ESSENTIALS
Scenario 1 - Verification failed
- Explain the reason why CANNOT PROCEED
I understand the urgency of helping you login to your online account however we are unable to verify security details. Verification is required to secure your account from
unauthorized access and fraud.
That said, I will be glad to assist with your primary concern for which you were trying reset the online account password. Can I know the concern?
2nd Rebuttal for irate customer due to failed verification check -

Your online account as well as the email account holds personal information.
Comcast wouldn’t want any fraudulent activities happening with our customers & hence the requirement for stringent security check.
- Ask the customer why was he\she trying to reset the password
Possible that customer wants to pay his\ her bill
IF YES
Then take the payment
- Ask for additional service
Do you want me to help you with any other Comcast services?
- Satisfaction question
I would request you to please spare a few seconds to tell us how I assisted you in resolving your concern on the chat today. Can I count on you for that?
Scenario 2 - Verification Passed, reset code not working
- Explain the reason why
1. It is possible that there is an issue with your web browser or system.

2. Or there is server glitch
3. What I will do is add an alternate Email address to your account which can help you in future & for now I will be glad to assist with your primary concern for which you
were trying reset the online account password. Can I know the concern?
- Ask the customer why was he\she trying to reset the password
Possible that the customer wants to pay his\ her bill
IF YES
Then take the payment
- Ask for additional service
Do you want me to help you with any other Comcast service?
- Health Check
- Satisfaction question
I would request you to please spare a few seconds to tell us how I assisted you and resolved your issue on the chat. Can I count
on you for that?
Scenario 3 - Verification Passed, reset code generated
- Ask for additional service or Offer to assist (Same as above )
- Satisfaction Question (Same as above)
- Health check ( Same as above)

Other Dos -
1. In UID chats, we will run the health check after resolving the issue.
2. CPNI CUSTOMERS ONLY After addressing the secondary need, educate the customer about the CPNI and send the PIN if
required.
3. Mobile customers are also able to fill surveys, ensure equal treatment is practiced.
4. Customer gets survey post chat closure & the process is same.
Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review
your information.
I hope you are doing well.
Greeting
I would be glad to assist you in resolving the Comcast User ID password reset. OR
I assure to provide you with appropriate resolution for the issue you are facing today. OR
Assurance
Let me address your concern and provide the best possible resolution. Ver 2
I am here to provide you excellent customer service. Let's work together to get your issue resolved today. Ver 3
For mobile customers As you are chatting on a mobile device, please do not switch between windows or other apps as this chat may get disconnected.
Expectation setting Before we begin, Let me inform you that I will share the user name and reset code in the chat after the verification is completed.
· Thank you for signing in prior to chatting. This helps us get to your information much quicker
· Appreciate you logging in. This helps us get to your account much easier ( If SSO is yes)
Let me go ahead and quickly pull up your account
Please confirm the complete name of the account holder as listed on the account? If the "i" window/customer is not authorised)
For account security & verification, please provide the following information as they appear on the account:
1] The complete address where the services are installed. Also include Apt/unit #, State & Zip.
2] The last 4 of the SSN listed on the account or your Comcast account number.
Verification (Primary)
For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on the account.
If cx doesn’t have SSN /not listed on account
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac#
under the device or at it's rear.
Thank you for verifying.
Unfortunately, the information doesn't match with our records. Please recheck? Note :
Verification Failed Do Secondary verification ( Row 41) Ask the customer why was he\she trying to reset the password
I understand the urgency of helping you login to your online account however we are unable to verify security details. Verification is required to secure
Possible that customer wants to pay his\ her bill
your account from unauthorized access and fraud.
- Explain the reason why CANNOT
IF YES,Then take the payment
PROCEED
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.
2nd Rebuttal for irate customer due to failed Comcast wouldn’t want any fraudulent activities happening with our customers & hence the requirement for stringent security check.
verification check -
Rep Sat Essential
Verification Passed Congratulations! You have cleared the security verification on your account. Let’s proceed to resolving your issue.
Probing Please provide the username you would like a reset code for and also what do you use it for primarily?
History Check-if any previous notes are updated in the account

I see that you also chatted for " _________" related issue before , was it completely resolved? OR
I see that your modem status is grayed out , is it a good time to discuss it ? I can help you with it .
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If the first statement
followed) Update ver4
Please give me 2-3 minutes to fully review your account and run a system check . Please verify the username that you are using as well?
Health check Ver 3
CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?
Email capture
I see that there is an email address already registered on your account, would you like to update it?
Old Spiels - Not to be used

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 I am now done checking your account. As what I've seen here, your modem is grayed out of offline here on my
properly . Ver 3 end which means that there's something wrong with your device
The device status is Red. That means your connection to our server is unstable. Your signals levels are also below
the optimum level which may indicate high interference in your line that makes your connection slow.
Health Check Result

I am now done checking your account. Congratulations, your modem signals are optimized and stable. Ver 3
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.
I see you have Digital Voice service. In order to protect your account information online, would you please provide your 4 digit security PIN. This is
provided by the technician who comes to install the services and is generally on a colored paper.
Verification (Secondary) if required
You may alternatively provide me the answer to this security question: " _____"
Or, I can also call you at home for verification. Are you at home to take a verification call right now on your Comcast phone?
Thanks for permission I am initiating a call on your Comcast phone. Please do not close this chat.
Post Verification CUSTOMER , Thank you for accepting the verification call to secure the account.
1. Unplug the ethernet wire connected from the modem to the router to disconnect router
Unable to verify If 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
customer not at home be done, we may proceed towards resetting the password , it won't take more than 2 minutes.
3. Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will be back
online and check for connectivity
I understand the urgency to access your online account and I too want to help you to log on to your online account, however this verification is
required as system will not allow me to reset password without verifying security PIN.
Also, your online account holds your personal information and email account is also attached to your Online account, If your login details fall into the
CPNI Not Possible
wrong hands, it can be used for fraudulent activities.
Let me resend your security PIN to your mailing address which you will receive in next 5 to 7 business days and once you receive it, please chat back
with or Call us on 1-800-934-6489 and we will definitely assist you in password reset of account.
EMAIL CPNI I will now be sending the CPNI (Security Pin) to your Comcast email address for future correspondence.
Reset Code sharing Ver 2
I will now send a list of instructions to you for setting up a password. Let me know if you want me to stay while you look at these instructions or would
Expectation Setting - Pre-resolution
you want 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.
Reset code Via Email
Please check your mailbox, if you have received a mail from Comcast?
Open the mail and click the link. The password reset link is valid for 24 hours.
Now you can create a new password to access your Xfinity account.
Mobile customers
We have your mobile phone number (INSERT NUMBER HERE) registered with us, may I go ahead and send a text with temporary reset code and a link
to instructions on how to reset your password.
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.
Customers with Mobile Phone Access Please access the following webpage for changing your password at Xfinity.com/password.
Once you enter the CAPTCHA information you will be directed to a webpage to enter the temporary code.
You will then be prompted to choose a new password for your account. Enter the new password twice to confirm it is correct, and click the Next button
to proceed.
You will then see a confirmation screen and be automatically redirected to sign in to your account. The confirmation screen says "All set! We've
updated your password and you can now sign in to your account."
Customers without Mobile Phone/ e-mail Let me go ahead and provide you the Temporary reset code to login to your account.
Access
This temp code will help you to generate a password of your choice to log in to the online portal.
Please be informed that the code will expire within 15 minutes.
Open your web browser and go to http://xfinity.com/password
Customers without Mobile Phone/ e-mail let me know once you are on the website.
Access Enter your User name " _____" - (Please do not add @comcast.net) & click continue.
Do you see option to enter reset code?
Please put your temporary Reset Code as : " _____".
Now you can create a new password to access your Xfinity account
LOGIN Y/N Please confirm if you are able to log in and your issue is resolved?
Link (Optional) You can also sign in at https://customer.xfinity.com/Secure/Home.aspx.
Confirmation of login Please let me know if you are able to log in /Sign in into your online Xfinity account or not?
Great ! That you are able to sign in/ Log in into your account.
Once you are logged in, please update the secret question, under ' Users ' tab. Go on 'My Profile' and select change secret question option. If you
Future Recommendation
forgot password in future, by answering this question, you can create new password. Saves FCR
Self Help Spiels
I appreciate your understanding and cooperation. To save your valuable time in the future, i will now share some self help steps and links .You could email this chat to record these steps.
You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-mobile-troubleshooting
You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out http://customer. Common - My
comcast.com account
6) Settings; Get help with passwords,
http://customer.xfinity.com/help-and-support/account/
PINs, appointments & alerts.
7) Billing; Learn about making
payments, your account number, and http://customer.xfinity.com/help-and-support/billing/
more.
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
That said, generally I am able to resolve 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.
any internet related issues via the
following steps.
For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from electronic items , and interference .
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers
Also check, you may accidentally get connected to an XFINITY Wi-Fi public access point (xfinitywifi or XFINITY) instead of your in-home Wi-Fi network.

FCR
Have I resolved your issue today?
CAE
Are you satisfied with the resolution provided by me today ?
" Customer Name", to recap what we did to resolve the _________ issue with your online account, I provided you the user name, the reset code for
Summarization your account and tested the password for the same. I have also shared steps to change the password and informed you about SMS Alert service.
"Customer Name", to summarize/recap what we did to address the (____) issue with your online account . As we were unable to verify the account, I
sent you the CPNI( security PIN), also I have provided you the correct department/phone number that you may call for assured assistance and
resolution for your concerns. The reference number for today's chat is ( ___).
OR
Not Resolved Summarization "Customer Name”, to summarize /recap what we did to address the (____) issue with your online account, I provided you the user name, the reset
code for your account and tested the password for the same. I have also shared steps to change the password and informed you about SMS Alert
service. And since the issue still persists even after performing all possible steps that could be done on the live chat support ,we are escalating it for
further investigations to the advanced support. You will receive a call back within (TAT) for further troubleshooting. The reference number for today's
chat is ( ___) .
And
There will be no additional steps required to resolve this as all the steps have been taken at my end to resolve your concern.
Is there anything else I can assist you with ?

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

Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give
me one moment to review your information.
Greeting
I would be glad to assist you in resolving the Email issue. OR

I assure to provide you with appropriate resolution for the issue you are facing today. Ver 2
Assurance Let me address your concern and provide the best possible resolution. Ver 2
I am here to provide you excellent customer service. Let's work together to get your issue resolved
today. ver 3
As you are chatting on a mobile device, please do not switch between windows or other apps as this chat
For mobile customers
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 ( If SSO is yes)
Let me go ahead and quickly pull up your account
Please confirm the complete name of the account holder as listed on the account?
Verification (Primary) 2] The last 4 of the SSN listed on the account or your Comcast account number.
For security & verification purpose, please confirm your Comcast account number or the driver's license
number listed on the account.
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons?
It should be listed as S/N, Serial or Mac# under the device or at it's rear.
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
Verification Passed issue.
I see that we are unable to verify security details. Verification is required to secure your account from
Failed Verification (CHSI) unauthorized access and fraud.
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For
advanced troubleshooting we would need security verification details. Would you like to proceed?
I see that you also chatted for " _________" related issue , was it completely resolved? OR
History Check-if any previous notes are updated in the account
I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it .
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help
you with it . (If the first statement followed) Update ver4
Let's now figure out what's going on with your internet.

I will run a Health Check on your modem to determine the signal levels of your connection. This is to verify the
Health check
current status of your device and your services.
or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the
current status of your equipment and your services. It should only take 2-4 minutes for the results.
I see you chatted with us regarding "issue " and there is " " status on of modem on the system , is it a good
Resolution Confirmation - Previous Issue
time to discuss it ? I can help you with it.
CUSTOMER, please provide an email address to associate with your account for receiving notifications and
alerts from Comcast?
Email capture 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
Health Check Result 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?
Probing
Do you access your email through comcast.net or do you use an email client like Outlook, Thunderbird etc.?
Which user name do you use to access the email?
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
Expectation setting 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. Domain is blocked
outgoing emails Email address is incorrect
We will perform a few troubleshooting steps to see if we can resolve this issue. Should your issue require
more advanced troubleshooting to fix we can discuss other options and find the best solution for you. Is
that okay?
Troubleshooting Click Here for email Configuration steps

Incoming Email (Web mail)
https://customer.
xfinity.com/help-
and-
Suspend and reactivate the account first
support/internet/
email-client-
programs-with-
xfinity-email
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 **PLEASE REFER EINSTIEN FOR REF DOC IDs**
I will request you to please follow these simple steps. Clear Cache and Delete Cookies for different browsers
1. Clear the browser’s cache, cookies and history. DOC ID: HOW7024 -Safari, HOW7023-IEX ,HOW4382-
Safari
Firefox 9/10 ,HOW7026-Google Chrome, HOW7025-Firefox Document ID HOW7024
2. Close the browser and re-open the browser. Internet Explorer Document ID HOW7023
3. Try to send a test message from your email. [1] Firefox 9.x/10.x Browser Document ID HOW4382
I will send a test mail to you to check if you are receiving mails now, is that ok? Google Chrome Document ID HOW7026
Firefox Document ID HOW7025
Please check the email storage quota? You can check current storage in the top left corner of the XFINITY
Connect window.
Also check if there are any email filters or email forwarding on your account? You can check that in email
preferences. HOW3526
Let me send a test mail again to check if you are receiving mails now.
Do you have any other browser installed on your pc?

Without closing this browser , please try to access your email using the other browser. This is to avoid
getting disconnected from this chat.
I will request you to ensure that you don’t close this chat window. (optional)
Resending the test mail. Please confirm if you receive a test mail from Comcast.
Let's add these email addresses to your email safe list so you can continue receiving emails from them.
Please sign in through this link: https://login.comcast.net/login?forceAuthn=1&continue=%2fSecure%2fHome.

aspx&s=ccentral-cima&r=comcast.net
Go to Users and Preferences tab.

Access the Email & Voice Settings page.
Locate the Email Safe List link and click On.
Click Edit to manage the email addresses you wish to receive emails from.
Enter the email address.
To add an additional address, click Add Another.
When finished, click Save.
In case if you are unsure of the sender of the email. In that case, you may fill out the RBL form so that our back
office can check if the email domain is being blocked on our server. Here's the link: http://www. Domain blocked
comcastsupport.com/Forms/NET/blockedprovider.asp
You don't have to type the exact email address. Only the email domain (ex. @yahoo.com, @comcast.net.
@gmail.com, etc.)
If it's identified as a safe email address, we will unblock it from the server so you can receive their email
messages and notifications.
Suspend and activate the account first

Check for the Incoming port : 993/995
Incoming Email (Client) Check the incoming server : imap. Comcast.net
Check for the correct user name and password
Check for the SSL checked or unchecked Doc ID:HOW4168

I will request you to please follow these simple steps.
Outgoing mail (Web mail)

1. Clear the browser’s cache, cookies and history.
2. Close the browser and re-open the browser.
3. Try to send a test message from your email. DOC ID:HOW7024, HOW7023, HOW4382 ,
HOW7026, HOW7025
Are you trying to send a single message to more than 100 recipients? Its is highly recommended that we keep
the total number of recipients in the To:, CC:, and BCC: fields to less than 100.
you can only send up to 999 emails from any address over a rolling 24-hour period.
Outgoing mail (Web mail)
The total size of an email message, including its text, formatting, headers and attachments cannot exceed 25
MB. Please ensure that the message you are trying to send is not beyond 25 MB.
Do you have any other web browsers you can use?

Please try to access your email using a different browser.
Please don’t close this chat window.
Please try and resend a test email
An issue has been identified with Internet Explorer that causes the links and functions not to work. We
apologize for any inconvenience this may have caused and we are working towards a resolution.

Check for the Outgoing port : 587
Outgoing email (Client) Check the Outgoing server : Smtp.comcast.net
Check for the correct user name and password
Check for the SSL checked or unchecked Doc ID:HOW4168
Self Help Spiels

You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-
account-app-internet-mobile-troubleshooting
You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything
you can do online by checking out http://customer.comcast.com Common - My account

6) Settings; Get help with passwords, PINs,
appointments & alerts.
7) Billing; Learn about making payments, your account
http://customer.xfinity.com/help-and-support/billing/
number, and more.
And
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
6. Plug back the modem to the power source to turn it on and wait for all lights to sync.
That said, generally I am able to resolve any internet
related issues via the following steps.
For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away
from electronic items , and interference .
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a
helpful option. These devices are available for purchase at many retailers

FCR
CAE
1FCR statement
Thanks for letting me resolve your issue for today. To sum up today's chat, we tried to resolve the email issue, I checked your
username status, refreshed your username, cleared cache and cookies on your browser, launched browser, tried alternate browser
and found out that there was an issue with the browser. I advise you to temporarily use another browser when accessing email.
If Resolved -Summarize
Just to recap, we have informed you that this is email configuration issue and there is no issues with your email account; we also
advise you to temporarily use another browser when accessing your email online.
At this point, we need to arrange a call from the tech team which will help you fix the issue.
If Not resolve- resolution communication
There are no additional steps needed to resolve this issue. Our technician will handle any troubleshooting and resolve this for you.
If Not resolved- Summarization "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
Survey Pitch the chat screen.”
Thank you! you may click the "Exit Chat" and "Take Our Survey" button. Your satisfaction is our priority.
Thank you for choosing XFINITY. Have a great day!

Closing
Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your
information.
Greeting I hope you are doing well.
I would be glad to assist you in resolving the Internet speed issue.

Assurance
Please follow ITG
· Appreciate you logging in. This helps us get to your account much easier
Let me go ahead and quickly pull up your account ( If SSO is yes)
Please confirm the 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.
Failed Verification I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud.
(CHSI)
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would
need security verification details. Would you like to proceed?
History Check-if any previous notes I see that you also chatted for " _________" related issue , was it completely resolved? OR
are updated in the account
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If the first
statement followed) Update ver4

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.
Health check
or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment
and your services. It should only take 2-4 minutes for the results.
Email capture
I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong
with your device.
The device status is Red. That means your connection to our server is unstable. Your signal levels are also below the optimum level, which may
indicate high interference in your line that makes your connection slow.
Health Check Result The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong
enough .
I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to
optimize your connection so it performs at its best.
The test results show the status of your modem as red, I will make sure that everything is resolved and it will be green.
Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your
wireless configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected,
please call us on 18009346489. To be removed
Expectation setting
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other
options and find the best solution for you.
And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at
Comcast's end.
Is that on a wired connection?

Are you facing slow speed on a specific browser or a website? if 3rd party
Probing Since when have you been facing this issue? Age of 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? Number of devices.
Troubleshooting
Speed test To determine what speed you're getting now, can you please perform a speed test from the link: http://speedtest.comcast.net/
If Wireless connection Asking customer to connect hardwired (If Wireless)

We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to
your devices. It is important to have a good signal through the direct connection.
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
Cx education
users.
What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful
Provisioning 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. Retravision
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.
Before Provisioning -Expectation 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
setting would .
If the issue persists, you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account
mentioning all troubleshooting steps performed till now.
Please re-run the speed test . Here's the link http://speedtest.comcast.net/

In the meantime, let me do the 'health check' again to check if the current status of the modem.
Great! You see the speed has already started to improve . The modem may take upto an hour to get completely synchronized with the server .
If speed has improved
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

If speed has not improved
Router Bypass
1. Unplug the Ethernet wire connected from the modem to the router to disconnect router
2. Connect the Ethernet wire to this computer to acquire direct PC-to-modem connection
3. Do a hard reset to the modem by pressing the reset hole at the back of it for 5 seconds until the lights turn off and wait till the modem will
be back online and check for connectivity
Please do the speed test at: http://speedtest.comcast.net and provide the link of the result.
Technician visit
Thank you for waiting. I have completed all available remote troubleshooting steps to resolve your issue on this chat. I have checked that all the
settings are perfectly fine from our end.
There are three possible reasons now for the slow connection:
First, there is a problem with the flow of the signal from the pole outside to your wall outlet.
Second, the physical connection or coax outlet/wall outlet is defective.
And finally, the modem itself may be defective.
Scheduling Technician
At this point, we need to send out a technician. The technician will make sure that all your connections are properly installed.
Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the
technician who will be working on this incident to resolve it for good.
Self Help Spiels

You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-
account-app-internet-mobile-troubleshooting
You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can
do online by checking out http://customer.comcast.com Common - My account
4) Available deal and Speed
https://www.comcast.com/localization/localize.cspx?referer
Check
6) Settings; Get help with
passwords, PINs, appointments & http://customer.xfinity.com/help-and-support/account/
alerts.
payments, your account number, http://customer.xfinity.com/help-and-support/billing/
and more.
And
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
That said, generally I am able to
resolve the issues via the following
6. Plug back the modem to the power source to turn it on and wait for all lights to sync.
steps.
For Better connectivity, limit interference by placing your wireless gateway in an open area and central location , elevated ,in upright position and away from
electronic items , and interference .
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option.
These devices are available for purchase at many retailers

FCR
CAE
1FCR statement
Summarization To recap the steps we took to address the Internet issue, I have refreshed the modem and sent signals to the modem to improve the Internet
speed. We also tried bypassing the splitter to check if the router is working fine which resolved the issue today .
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.
Not Resolved Summarization Since the issue still persists even after trying all possible steps which can be performed over the live chat support, for permanent and best
fix/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the
chat interaction.
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 provide to
Survey Reminder/Closing you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.”

Automatic Opening Ex
Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information.
Greeting
I would be glad to assist you in resolving the Internet /Intermittent connection issue. OR
Assurance
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac#
under the device or at it's rear.
Failed Verification (CHSI) I see that we are unable to verify security details. Verification is required to secure your account from unauthorized access and fraud.
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security
verification details. Would you like to proceed?
History Check-if any previous notes are I see that you also chatted for " _________" related issue , was it completely resolved? OR
updated in the account
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed)
Update ver4

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.
Health check
or
Email capture
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 Please follow ITG
interference in your line that makes your connection slow.
Health Check Result The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough .
I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize
your connection so it performs at its best.
If the customer is facing

issue on wireless
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 connection only. NOTE:
configuration. For advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected, please call us on Make sure that you are
18009346489. setting this expectation
Expectation setting in the beginning of the
chat.
We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and
find the best solution for you.
And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.
Are you facing this issue on a wired connection or wireless connection?
Asking customer to connect hardwired : If Wireless

We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to your devices. It
is important to have a good signal through the direct connection. Customer education
Probing 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? Age of issue
Troubleshooting
Please try to unscrew the coaxial cable at the back of the modem and touch the tip by your finger before screwing it back in. This will help us in
Unscrew Coaxial Cable
removing static from your connection and is safe. Provision
Disconnecting Splitter
I need to check if the splitter is causing the issue. Would you be able to connect your modem directly to the cable outlet without the splitter?
A good direct connection would ensure that the equipment is at it's best condition and just a few enhancements in the wireless settings are needed.
Cx education
Even with a fast connection, external factors such as busy websites can slow the entire web. Popular websites can become overwhelmed with users.
What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful
Provisioning resolution information registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed
connection.
You may be disconnected from this chat while I perform the steps. Please do not close this chat, you will be reconnected once the modem initializes. This
may just take 2-3 minutes, please keep this chat window open.
Before Provisioning -Expectation setting 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.
Thank you for waiting. I have completed all available remote troubleshooting steps to resolve your issue on this chat. I have checked that all the settings are
perfectly fine from our end.
There are three possible reasons now for the intermittent connection:
First, there is a problem with the flow of the signal from the pole outside to your wall outlet.
Second, the physical connection or coax outlet/wall outlet is defective.
Scheduling Technician And finally, the modem itself may be defective.
Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who
will be working on this incident to resolve it for good.
Self Help Spiels

You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking out
http://customer.comcast.com Common - My account
6) Settings; Get help with passwords,
PINs, appointments & alerts.
payments, your account number, and http://customer.xfinity.com/help-and-support/billing/
more.
And
That said, generally I am able to resolve 6. Plug back the modem to the power source to turn it on and wait for all lights to sync.
following steps.
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at
many retailers
That said, generally I am able to resolve
following steps.

FCR
CAE
1FCR statement
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
Summarisation - if issue fixed
connections, refreshed , power cycled and did a hard reset on your modem which resolved the issue today / I am glad to inform that this fixed the issue.
In case of close ticket
To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable
connections, refreshed , power cycled and did a hard reset on your modem.
Not Resolved Summarization
Since the issue still persist even after trying all possible steps which can be performed over the live chat support, for permanent and best fix
/advanced troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the
chat interaction
Final Part - summarisation And


“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 Reminder/Closing survey by clicking the "End Chat" button located at the bottom right of the chat screen.”

Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information.
Greeting
I would be glad to assist you in resolving the Internet issue.

Assurance I assure to provide you with appropriate resolution for the issue you are facing today. Ver 2
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at it's
rear.
(CHSI)
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details.
Would you like to proceed?
History Check-if any previous I see that you also chatted for " _________" related issue , was it completely resolved? OR
notes are updated in the
account
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed) Update ver4
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.
Health check
OR
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It
should only take 2-4 minutes for the results.
Email capture
I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device.
The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in your
line that makes your connection slow.
Health Check Result

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough .
I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it
performs at its best.
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 Or
advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489.
Expectation setting We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best
solution for you.
And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end. and
Currently are you connected through wireless or with wire?

What is the error message you are getting while connecting to internet?
How many devices are connected at present ? If multiple - Are the rest of the devices working fine with the same connection?
Is your internet working on wired connection on this device? if yes- issue is with the wireless configuration'
Probing
Troubleshooting
Check the modem status.

Go to Router Page by pinging default gateway in the browser web page.
change/retrieve your Wi-Fi password
Change the Wi-Fi channel
Steps to set WIFI:-

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

•If you've recently changed or upgraded your firewall and/or antivirus software, disable them. If this resolves the issue, contact the software manufacture.
•If you upgraded to Windows XP, make sure the Windows firewall isn't running. If it is, disable it.
Internet isn't working on multiple computers
First, reboot your network devices:
1.Shut down your computer.

2.Turn off your modem and unplug it from the power outlet.
3.Turn off the wireless router by pressing the power button in the back.
4.Plug the modem in and turn it on. Wait two minutes for it to completely restart before moving on to Step 5.
5.Turn on the wireless router. Wait two minutes for it to completely restart before moving on to Step 6.
6.Turn on the computer.
If this doesn't restore your connection, try connecting your computer directly to your modem :
Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all the settings are perfectly
fine from our end.
There could be three possible reasons for this
1. There is a problem with the flow of the signal from the pole outside to your wall outlet.
2. The physical connection or coax outlet/wall outlet is defective.
Scheduling Technician 3. The modem itself may be defective.
Let me go ahead and get you the soonest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will be
working on this incident and resolve it for good.
Self Help Spiels

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

4) Available deal and
Speed Check
passwords, PINs, http://customer.xfinity.com/help-and-support/account/
7) Billing; Learn about
making payments, your http://customer.xfinity.com/help-and-support/billing/
account number, and more.
And
That said, generally I am able 6. Plug back the modem to the power source to turn it on and wait for all lights to sync.
to resolve any internet 7. Once the modem is fully sync, check for internet connection.
related issues via the
following steps.
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many retailers

FCR
CAE
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 1FCR statement
Summarization - if issue fixed connections, refreshed your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can
change/retrieve your Wi-Fi password which resolved the issue today
To recap the steps we took to address the Internet issue, I have checked the modem status, changed the Wi-Fi channel, checked your cable connections, refreshed
your modem, cleared cache and cookies on your browser, power cycled the modem, walked you through the steps on how you can change/retrieve your Wi-Fi
password .
Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and best fix /advanced
troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction
And
There will be no additional steps required to resolve this as all the steps has been taken from my end to resolve your concern.

“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"
Survey Reminder/Closing button located at the bottom right of the chat screen.”

Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your information.
Greeting
I would be glad to assist you in resolving the Internet issue.

Assurance
Verification (Primary) 2] The last 4 of the SSN listed on the account or your Comcast account number. Please follow ITG
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial or Mac# under the device or at
it's rear.
(CHSI)
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would need security verification details.
Would you like to proceed?
History Check-if any previous notes I see that you also chatted for " _________" related issue , was it completely resolved? OR
are updated in the account
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement followed)
Update ver4
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.
Health check
or
I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services.
It should only take 2-4 minutes for the results.
Email capture
I am now done checking your account. The test results show your modem is grayed out and offline which means that there's something wrong with your device.
The device status is Red. That means your connection to our server is unstable. Your signals levels are also below the optimum level which may indicate high interference in
your line that makes your connection slow.
Health Check Result

The signal test shows that your signal levels are gray. This is means that there is no signal going to your modem and the signal is not strong enough .
I just ran a health check on your account to check the connections and the devices, sometimes the modem has signals issues. I am now going to optimize your connection so it
performs at its best.
Outage Check for outage and follow Outage sheet
Before we begin, I would like to inform you that our live chat support can fix the basic wireless issues since we have limited access to your wireless configuration. For
advanced troubleshooting I may have to connect you to the Advanced Wireless Team. If you get disconnected please call us on 18009346489. Wireless
Expectation setting We will perform a few troubleshooting steps to resolve the issue. Should your issue require advanced troubleshooting, we will discuss other options and find the best
solution for you.
And if a technician visit is required, I will schedule the same and share the details with you. We will not charge you for any issues found at Comcast's end.
Currently are you connected through wireless or with wire?

What is the error message you are getting while connecting to internet?
How many devices are connected at present ? If multiple - Are the rest of the devices working fine with the same connection?
Is your internet working on wired connection on this device?
Probing
Troubleshooting
Asking customer to connect hardwired
We need to isolate the issue using a direct connection through the modem. The modem is a device that receives the signal and delivers it to your devices. It is important to
have a good signal through the direct connection.
A good direct connection would ensure that the equipment is at it's best condition and just a few enhancements in the wireless settings are needed.
Remove the splitter (If cx has cable service as well)

We need to check if the splitter is causing the issue. Would you be able to connect your modem directly to the cable outlet without the splitter?
Now, can you please try to unscrew the coaxial cable at the back of the modem and touch the tip by your finger before screwing it back in? This will help us in
removing static from your connection.
Do this next step: unplug the power cord and the Ethernet cable at the back of your modem? Leave everything unplugged and disconnected for at least 30
seconds.
Next, re-connect the power make sure it's firmly in place and the internet light is on. Then, attach the Ethernet cable.
These steps will refresh the signals that your modem is receiving.
If the modem comes online then provision the modem or else schedule technician
I have very good news for you! I can see here that your modem is starting to stabilize your speed and enhance your connection. I also have done another health
T/s result check and it's much better than before.
What we are going to do to fix this permanently is to re-provision the modem through which the internet service is working . After a successful registry, we will
Reprovisioning
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.
Before Reprovisioning - 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 .
Expectation setting
If the issue persists you can chat with us and we will continue with further troubleshooting steps. I will place a note on your account mentioning all
troubleshooting steps performed till now.
Please check if you are able to surf now .

Check for resolution
If the customer is still not able to surf, proceed with the trouble ticket
Thank you for waiting. We have completed all available remote troubleshooting steps to resolve your issue in this chat. I have checked, all the settings are
perfectly fine from our end.
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.
Technician visit 3. The modem itself may be defective.
Let me go ahead and get you the earliest available schedule we have. I have also made a detailed report on this matter for the benefit of the technician who will
be working on this incident and resolve it for good.
Self Help Spiels

Common -
You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at everything you can do online by checking
My
out http://customer.comcast.com
account
Check
passwords, PINs, appointments & http://customer.xfinity.com/help-and-support/account/
alerts.
payments, your account number, http://customer.xfinity.com/help-and-support/billing/
and more.
And
That said, generally I am able to 6. Plug back the modem to the power source to turn it on and wait for all lights to sync.
resolve any internet related
issues via the following steps.
If you wish to access the Internet on your Wi-Fi network while at a significant distance from your modem or gateway, getting a Wi-Fi extender may be a helpful option. These devices are available for purchase at many
retailers

FCR
CAE
1FCR statement
To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed ,
Summarization - if issue fixed
power cycled and did a hard reset on your modem which resolved the issue today
To recap the steps we took to address the Internet issue, I have checked your modem status, did the initial speed test, checked the cable connections, refreshed ,
power cycled and did ahard reset on your modem.
Not Resolved Summarization Since the issue still persist even after trying all possible steps which can be performed over the live chat support ,for permanent and best fix /advanced
troubleshooting I've scheduled a technician visit which will be on "Monday, mm/dd/yyyy" Please note the ref number for the chat interaction
And

“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 Reminder/Closing
survey by clicking the "End Chat" button located at the bottom right of the chat screen.”
It has been my pleasure helping you today and I truly appreciate your understanding and cooperation. For future reference, help can be found at xfinity.
Self Help
com/help
Steps to set WIFI:-
Can you please access http://10.0.0.1 Please confirm if you will be asked to log in.
Please use "admin" for the username and "password" for the password.
Please Access Gateway > Connection > Wi-Fi from the left navigation menu.
Then click the Edit button next to the Network
Let me know if you are in the Network settings page already.
Great! From there, please change the SSID to your preferred Wi-Fi name.
Then select WPA2-PSK for the Security Mode.
Enter your preferred Wi-Fi password under Network Key/Passphrase.
Click the Save settings button.
WIFI name change
COMCAST SUPPPORTED ROUTER:-
1.(Model numbers TG852G, TG862G, SMCD3DNV, TC8305C) or Wireless Gateway 2 (Model numbers DPC3939, TC8706).
Access:--Router Login: http://10.0.0.1

Login Name (case sensitive): admin
Login Password (case sensitive): password
SSID (Network name): Printed on bottom of device label
Network Key: Printed on bottom of device label
Customers can use the secure Default SSID and Network Key without having to access the User Interface
B. Press and hold the default Reset button, located on the back of the device for at least 15 seconds.
Release the default Reset button and wait for the router to reboot.
2).Netgear WNR1000
802.11n1x1
Access:---Router Login: http://www.routerlogin.net or
http://192.168.1.1
Login Name (case sensitive): admin
Login Password (case sensitive): password
Firewall Inbound: Disabled
Firewall Outbound: Enabled
Wireless Communication: Enabled
SSID name: NETGEAR
Security: Disabled
Broadcast SSID: Enabled
3).WNR3500
802.11n2x2
Access:-Router Login: http://192.168.1.1

User name: "blank"
Password: admin
RESET:- Press and hold the Reset button, located on the back of the device, for approximately five seconds, or restore the defaults from
Administration > Factory Defaults in the Router's web-based utility.
4)>Netgear WGR614v8
802.11g
http://192.168.1.1
User name: admin
Password: password
SSID: netgear
Channel: auto
Security: none
WPA/WEP Passphrase: none
RESET:-Use a sharp object such as a pen or a pointed, non-metallic object to press and hold the restore factory
settings button, located on the rear panel of the router, for about 20 seconds.
Release the restore factory settings button, and wait for the router to reboot.
WIFI
Please follow these steps: 1. Open a web browser and navigate to the IP address of your router, by entering the IP address in the
browser's navigation text box where you normally enter a website domain. For default installations, Netgear ships with the 192.168.1.1
IP address.
2. Enter your current administrator password. The default user name and password for the administrator account are "admin" and
"password", respectively. (For older Netgear models, the default admin password is "1234"; models supplied by Comcast cable or with
model number "RP114" carry the 1234 password.)
3.Click the "Set Password" link on the left side of the control panel. A new window is displayed with three text boxes: "old password",
"new password" and "confirm new password".
4. Click the "Apply" button to save the new admin password on your Netgear router.
Please note: If you forget your admin password, hold the reset button on the back of the router for approximately 5 seconds. This
restores the router to its factory default settings.
For cable modem users:

2.Disconnect the power supply from your cable modem.
3.Disconnect the Ethernet cable from your cable modem.
4.Connect the Ethernet cable for your router (link port) to the cable modem.
5.Connect the Ethernet cable for the port recommended by the router manufacturer to your computer.
6.Turn on the cable modem and allow it to cycle through and lock into the network (approximately 90 seconds).
7.Turn on your router and allow it to cycle through (approximately 90 seconds) — at this point, the router has obtained a new IP address
from us.
8.Turn on your computer. You’ll notice the computer now has the private IP range provided by the router.
9.Configure your router in compliance with the manufacturer's guidelines.
Internet isn't working on one computer

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

2.Turn off your modem and unplug it from the power outlet.
3.Turn off the wireless router by pressing the power button in the back.
4.Plug the modem in and turn it on. Wait two minutes for it to completely restart before moving on to Step 5.
5.Turn on the wireless router. Wait two minutes for it to completely restart before moving on to Step 6.
6.Turn on the computer.
If this doesn't restore your connection, try connecting your computer directly to your modem :
Signature Support Wireless Networking Troubleshooting Demarcation

Document ID POL1708; Published April 16, 2014
Signature Support Wireless Networking agent is responsible for:

· Setting up or resetting wireless security encryption using WPA.
· Configuring printer sharing for all the computers connected to the network.
· Configuring file sharing for all the computers connected to the network.
· Adding other devices to the network, such as game consoles, network DVD players, Smartphones, and VOIP.
· Troubleshooting connectivity problems caused by the customer's computer and any other software issues.
· Installing and configuring additional hardware required to add computers to the network.
· Configuring advanced router settings, such as parental controls, port forwarding, and content filtering.
Signature Support Wireless Networking (Number) 1800-XFINITY

Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one moment to review your
information.
Greeting
I would be glad to assist you in resolving the "_______" issue. Or

Assurance
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
I am here to provide you excellent customer service. Let's work together to get your issue resolved today. or
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be listed as S/N, Serial
or Mac# under the device or at it's rear.
(CHSI)
That said, I will be glad to assist you with basic troubleshooting & processing any payment request. For advanced troubleshooting we would
need security verification details. Would you like to proceed?
History Check-if any previous I see that you also chatted for " _________" related issue , was it completely resolved? OR
notes are updated in the account
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . (If first statement Update
followed) ver4

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.
Health check
or
Email capture CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from Comcast?
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
Health Check Result
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.
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
Expectation setting information regarding any data cap on the same. For further information I might have to connect you to Customer Assurance Team. If you
get disconnected please call us on 1-877-807-6581 .
Probing
Troubleshooting
Let me provide the steps to view the data usage on your account.
1. Please go to My Account once logged in.
Resolve/Address Issue(s) 2. Then click on My Services, look in the Equipment section (located toward the upper right side of the screen), and click on View Details.
3. From there, you can view your Data Usage Meter details page that shows your monthly data usage.
Please let me know if you already found it.
If customer is Unable to View the 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
details removed completely from customers account online since Data Policy is now suspended.
My system is also not getting any results when I checked your data usage this month.
If there is no Data Capping in the

As mentioned earlier, Data capping has been suspended. You can enjoy surfing the internet anytime with no additional cost.
area
Comcast will definitely notify you when the Data Usage Policy have been restored.
We are suspending enforcement of the current cap while we begin to trial two new data usage approaches.
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
Summarization
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.
Cx appreciation I thank you for your understanding all throughout this chat.
Self Help Spiels

You can visit self help link :" http://customer.xfinity.com/help-and-support/selfservice/ " or with the XFINITY My Account App- https://customer.xfinity.com/help-and-support/xfinity-apps/my-account-app-internet-
mobile-troubleshooting
You can view your current bill, account balance, pay bills, view services, setup automatic payments, or even go GREEN with our Comcast Eco Bill. While waiting, please take a look at Common - My
everything you can do online by checking out http://customer.comcast.com account

Check
passwords, PINs, http://customer.xfinity.com/help-and-support/account/
7) Billing; Learn about
making payments, your http://customer.xfinity.com/help-and-support/billing/
account number, and more.

FCR
CAE
Are you satisfied with the resolution provided my me today ?
1FCR statement
“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
Survey Reminder/Closing
provide to you. You can take the survey by clicking the "End Chat" button located at the bottom right of the chat screen.”
It has been my pleasure helping you today and I truly appreciate your understanding and cooperation. For future reference, help can be found
Self help
at xfinity.com/help
Automatic Opening Ex Hello cx name_, Thank you for contacting Comcast Live Chat Support. My name is ____. Please give me one
moment to review your information.
Greeting 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
Assurance
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
For mobile customers
disconnected.
For security & verification purpose, please confirm your Comcast account number or the driver's license number listed on
the account.
Please confirm the 13-14 digit alphanumeric serial number of your modem or set top box for security reasons? It should be
listed as S/N, Serial or Mac# under the device or at it's rear. GO BACK TO SLOW INTERNET CONNECTION
History Check-if any previous notes are I see that you also chatted for " _________" related issue , was it completely resolved? OR Up
updated in the account da
I see that your modem status is grayed out , is it a good time to discuss it , I can help you with it . te
If not Resolved I would like to address " unresolved issue " , along with " today's issue ", is it a good time to discuss it ?I can help you with it . ver
(If first 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
Health Check 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" verifies the current
status of your equipment and your services. It should only take 2-4 minutes for the results.
CUSTOMER, please provide an email address to associate with your account for receiving notifications and alerts from
Comcast?
Email capture
1. Pull up the account ,check Einstein outage notification tab

After running a system health check in your account and I am glad that there are no problems or issues with your
Health Check Result equipment, nor with your account. This is a simple area outage to upgrade the Comcast networks and our engineers and
technicians are on the double for the quick resolution of this service interruption. V4
After running a system health check in your account and I am glad that there are no problems or issues with your
Health Check Result(Hurricane/Natural Disaster) equipment, nor with your account. This outage is related to the recent natural climatic disaster . Our engineers and
technicians are working on it to resolve this as soon as possible New
Expectation setting Please be advised that the estimated end time of the outage will be on "Date" till " Time" EST
Probing Would you like to receive a text notification once the outage is fixed?
Troubleshooting
USE THIS SCRIPT IF YOU CAN SEE THE ETR IN We estimate your services will be restored by ( insert ETR ). As part of the Comcast Customer Guarantee our technicians
Einstein will ensure that your services are restored as quickly as possible if there is a service interruption due to technical issues.
USE THIS SCRIPT IF THERE'S NO ETR IN We don't have an estimated time for completion at this time. As part of the Comcast Customer Guarantee our technicians
Einstein 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
USE THIS SCRIPT FOR Online TV Outage
getting updated with more features. This is the reason why the customers aren’t able to watch TV online.
Resolution - If issue persist after outage Link the account to this outage
I have linked your account to this outage to document that you were impacted by this temporary interruption. I would like
to give you the outage reference number: #
Resolution Communication
I apologize for any inconvenience this has caused you. Thank you for allowing us to work on this temporary interruption.
You will know when service is restored once the "Online Light" becomes and stays a solid color on your modem.
USE THIS SCRIPT FOR OUTAGE INCLUDING Here at Comcast we want to make sure that our customers do not get charged for maintenance needed to improve our
CDV 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
Summarization 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
Summarization - If issue after outage time
faced 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.
Cx appreciation I thank you for your understanding all throughout this chat.
I am glad I was able to provide you the reason why your TV is not getting pictures . you can also determine if there is an
Self help outage in your area? Simply visit this link to get started:
http://customer.xfinity.com/help-and-support/cable-tv/outages-in-your-area
I also wanted to let you know about a free new service offered by Comcast called Comcast Alerts. You can now get text
Self help -Mobile Customers messages and alerts on your handheld mobile device about your Comcast account and services, including outages. For
more information about this, you can click on this link: http://www.xfinity.com/alerts/.

A. Verification
1. Does iButton show that customer passed SSO authentication?
2. Have I fully verified the account with the information provided by the chatter?
3. Is the chatter the account holder/authorized user?
B. Order Processing
1. Do we have the promotion/offer available?
2. Is the customer eligible for the offer?
3. Does the customer know the kind of service he will be getting?
(Cable – Channels; Internet – Speed; Phone – CDV Features, Native or Ported, Published or Non-Published)
4. Does the customer know details of his request? (ex. Contract/noncontract , with/without Visa, ETF)
5. Have I informed the customer of the exact one time install fee?
6. Do I need to run Credit Check for the customer?
7. Is deposit and/ or prepay required?
8. Have I added all required equipment as requested by the customer and as necessary to the service?
9. Have I added the correct installation codes based on Einstein Market policy?
10. Have I informed the customer of his installation date and time as well as the precall/ tech visit guidelines?
11. Am I able to provide the customer summary / recap of his order? (ex. MRC exact rates, roll off rate, EDP rate, Service Terms and ETF guidelines)
12. Does customer need to complete ELOA? Have I provided the correct ELOA link? Or does the customer know the number to call in case ELOA link won’t work?
**Einstein Doc ID CNT1094 - Electronic Letter of Authorization (ELOA) Published July 01, 2015
** Einstein Doc ID POL1454 - Electronic Letter of Authorization (ELOA) Acceptance Process Published February 16, 2015
C. Account Documentation
1. Is my notation complete with all necessary information on it?
(Agent’s SC ID, Customer’s Name, Package Name and promo duration with roll off rate and EDP rate quoted, Visa information, Install/SIK information, and Order ID or Chat
ID, Eservice Ticket, and Callback Details)
**Einstein Doc ID POL1121 - Commenting an Account Published February 16, 2015

Port Forwarding / Port Triggering Help
https://customer.xfinity.com/help-and-support/internet/port-forwarding-xfinity-wireless-gateway/
Port Triggering is an advanced feature that can be used for gaming and other internet applications. Port Forwarding can typically be used to enable similar functionality, but it is static
and has some limitations.
Port Triggering opens an incoming port temporarily and can does not require the server on the internet to track your IP address if it is changed by DHCP, for example.
Port Triggering monitors outbound traffic. When the router detects traffic on the specified outbound port, it remembers the IP address of the computer that sent the data and "triggers"
the incoming port. Incoming traffic on the triggered port is then forwarded to the triggering computer.
Using the Port Forwarding / Port Triggering page, you can make local computers or servers available to the Internet for different services (for example, FTP or HTTP), to play Internet
games (like Quake III), or to use Internet applications (like CUseeMe).
Port Forwarding is designed for FTP, Web Server or other server based services. Once port forwarding is set up, request from Internet will be forwarded to the proper server. On the
contrary, port triggering will only allow request from Internet after a designated port is 'triggered'. Port triggering applies to chat and Internet games.
Port Forwarding
For the services, applications, or games, that already exist in the pull-down list, you'll only need to specify the computer's IP address. Otherwise, the port number and computer's IP
address for each service, game or application should be specified by clicking the Add Custom Service button.
Port Assignment
You may make up to 20 different port assignments for Internet services, applications or games. In the Service Name lists, you'll be able to select either a service, an application or a
game. If you don't see an item that you want to use in any of the lists, check with the software or game developer for the correct port numbers to use.
For Internet Services
Before starting, you'll need to determine which type of services you'll provide and the IP address of the computer that will provide those services. The most common services you would
provide are a Web (HTTP) server or FTP server.
To setup a computer or server to be accessible to the Internet for an Internet service:
1. Select the Internet service you want to use from the Service Name list.
2. Type the IP address of the computer in the Server IP Address box.
3. Click Add button.
Note: You may have a single computer or server available for more than one type of service. To do that, select another service, and type the same IP address for that
computer or server.
For Internet Games or Applications
Before starting, you'll need to know which service, application or game you'll be configuring. Also, you'll need to have the IP address for the computer that you want to use.
To setup a computer to play Internet games or use Internet applications:
1. Select the Internet application or game you want to use from one of the relevant lists.
The Start Port and End Port boxes are filled in.
Note: If you can't find the game or application you want in one of the lists, click Add Custom Service button, and type the Service Name, Starting Port, Ending Port, and
Server IP Address information.

3. Click Add button.
To setup an additional computer to play, for example Hexen II or KALI:
1. Click the button of Add Custom Service .

2. Type the service name in the Service Name box.
3. Type the beginning port number in the Starting Port box.
For these games, use the supplied number in the default listing and add +1 for each additional computer. For example, if you've already configured one computer to play Hexen II using
port 26900, the second computer's port number would be 26901, the third computer's port number would be 26902.
4. Type the same port number in the Ending Port box.
6. Click Apply button.
To modify a service entry:
1. Select the entry's radio button of the table.

2. Click Edit Service
3. Modify the information from the Service Name, the Starting Port, Ending Port, and the Server IP Address boxes.
4. Click Apply button.
To delete a service entry:
1. Select the entry's radio button of the table.

2. Click Delete Service button.
Important Numbers
Cancellation / Downgrade Team Number 1-800-934-6489

Xfinity Voice Support Number 1-800-934-6489
Advanced wireless Support Team Number 1-800-934-6489
Activation Team Number 1-855-652-3446
Eloa Confirmation Number 1-855-423-9888
Spanish Technical / Sales team Number 1-877-782-3561 / 888-780-8571
Business Helpline Number 1-800-391-3000
Customer Security Assurance team Number 1-888-565-4329
Services transfer Hotline Number 1-888-245-4000
Internet Essential Contact Number 1-855-850-4550 /1-855-846-8376
Norton Support Number 1-877-272-7149
Comcast XBOX Support 1-800-469-9269 / 425-635-7102
1-877-599-1846
XFINITY Mobile Apps XFINITY Mobile Apps : 1-877-599-1845
XFINITY TV Support XFINITY TV Support : 1-888-586-2364
Seasonal phone support 1-888-633-4266
Customer Security Assurance Department 888-565-4329
1-800-391-3000
View Past Bills :
https://customer.xfinity.com/#/billing/past-statements
Email Troubleshooting Steps:

https://kb.mediatemple.net/questions/905/Troubleshooting+common+issues+with+email#gs
Using Email Client Programs with Comcast Email

http://customer.xfinity.com/help-and-support/internet/email-client-programs-with-xfinity-email
Comcast-Supported Routers, Gateways, and Adapters :

http://customer.xfinity.com/help-and-support/internet/comcast-supported-routers-gateways-adapters
Setting up email on my iPhone or iPod Touch

https://kb.mediatemple.net/questions/720/How+can+I+set+up+email+on+my+iPhone+or+iPod+Touch%3F#gs
Retrieve Your Router Password:

http://customer.xfinity.com/help-and-support/internet/forgot-password-for-your-router/
MAC Support :
http://forums.xfinity.com/t5/E-Mail-and-Xfinity-Connect-Help/Managing-your-Email-in-Mac-OSX/td-p/778503
http://hints.macworld.com/article.php?story=20050420025219402
Troubleshoot XFINITY Internet Connectivity Issues

http://customer.xfinity.com/help-and-support/internet/internet-connectivity-troubleshooting/
Configure XFINITY Internet Windows Connection Settings:

http://customer.xfinity.com/help-and-support/internet/configure-xfinity-internet-windows-connection-settings
Configure OSX to Connect to XFINITY Internet:

http://customer.xfinity.com/help-and-support/internet/set-up-xfinity-internet-on-mac-os-x
How to Install Your Self Installation Kit (SIK) Devices & Activation number :1-855-652-3446
http://customer.xfinity.com/help-and-support/phone/how-to-install-your-self-install-kit-devices/
Setting changes on Comcast
Snooze Caller ID on PC:

http://customer.xfinity.com/help-and-support/phone/snooze-caller-id-alerts/
Set Snooze for Caller ID on TV Alerts:

http://customer.xfinity.com/help-and-support/internet/set-snooze-caller-id-alerts-on-tv
Activate Caller ID on TV Through On-Screen Guide

http://customer.xfinity.com/help-and-support/phone/activate-caller-id-on-tv-through-on-screen-guide
Caller ID setup:
http://customer.xfinity.com/help-and-support/phone/about-caller-id
Set Up Voicemail for XFINITY Voice:

http://customer.xfinity.com/help-and-support/phone/setting-up-voicemail/
Call Screening:
http://customer.xfinity.com/help-and-support/phone/call-screening/
Call Trace & harassment:

http://customer.xfinity.com/help-and-support/phone/about-call-trace
Change your primary user:

http://customer.xfinity.com/help-and-support/account/change-your-primary-account/
Wireless Home Networking Equipment Checklist

http://customer.xfinity.com/help-and-support/internet/home-networking-equipment-checklist
Router Config.
http://webadmin.comcast.net/xb3/USGCUSADMIN/at_a_glance.php
Remove the Proxy Setting in Your Browser

http://customer.xfinity.com/help-and-support/internet/remove-proxy-settings-in-your-browser
Accessing and Setup of a Wireless Gateway

http://customer.xfinity.com/help-and-support/internet/wireless-gateway-setup
Set Up Your Wireless Network

http://customer.xfinity.com/help-and-support/internet/setting-up-wireless
Dummy Site for Operating System & Emails Client

http://www.oyah.net/
Commands:
http://stickystatic.com/doscommands.php
To Reschedule appnt:
http://customer.xfinity.com/help-and-support/account/confirming-or-rescheduling-appointment
manage DVR online

http://xfinitytv.comcast.net/mytv/dvr
Connect additional computers to your home network

http://customer.xfinity.com/help-and-support/internet/setting-up-additional-computers-in-a-network/
Channel Lineup
http://customer.xfinity.com/help-and-support/cable-tv/id11-channel-lineup/
Windows problems
http://www.tech-pro.net/howtos.html
How To: Recover deleted emails

http://www.tech-pro.net/how-to-recover-deleted-emails.html
How to backup Ms. Outlook 2007 in easy steps.

http://techdunes.com/2010/10/26/backup-ms-outlook-2007-easy-steps/
Backup Outlook emails and settings

http://www.backup4all.com/kb/backup-outlook-emails-and-settings-125.html
How to Back Up Outlook Emails and Settings

http://www.ehow.com/how_6689835_back-up-outlook-emails-settings.html
how to change Wi-Fi password for netgear router

http://kb.netgear.com/app/answers/detail/a_id/23439/session/L2F2LzEvdGltZS8xMzg4MDUyMTEwL3NpZC9Hb0JBX01JbA%3D%3D
how to connect Blu-ray with Wi-Fi router

www.docs.sony.com/release/BDPS560_connection.pdf ·
How to Connect a Sony Blu-ray to Wireless Internet

http://www.ehow.com/how_7334372_connect-sony-blu_ray-wireless-internet.html
How to Hook Up a Blu-Ray Wireless

http://www.ehow.com/how_7307912_hook-up-blu_ray-wireless.html
Store Locator
http://www.xfinity.com/Corporate/shop/retail/StoreLocator.html
To sign up for Eco bill paperless statements:
Click on the Account & Bill tab in Customer Central.
Sign in to your account.
Select the Manage Statement Options button.
Select Electronic Statement Only with Comcast's Eco bill.
Click Save.
To set automatic payment method

You can select the Set up automatic payment button on the homepage or Account and Bill page
Choose a payment method, enter the bank/ credit and billing information and click Next
Accept the terms and agreements and click Enroll
Confirmation is displayed - click OK
To cancel auto payment:

Click Set up automatic payment on the Account and Bill page
Select Cancel recurring payments and click Next
Click OK to confirm
Confirmation is displayed - click OK
To add secondary Username

Visit Customer Central and sign in to your account.
Click the Users & Settings tab.
Choose Create Secondary User under the drop-down menu.
Fill out the form and click Next
Choose account type Unrestricted or Restricted and click Update.
Review the confirmation page and click OK.
You can follow these steps to make one time Payment

Select the Make one-time payment button on the homepage or the Account and Bill page
Select a Payment Method - Checking Account, Savings Account or Credit Card
Enter the Checking Account, Savings Account or Credit Card information and the amount to pay
Select a billing address and click the Submit payment button
A confirmation screen displays - click OK
You can follow these steps to change Primary account into secondary
Log in to Customer Central with the Primary account
Log in to Customer Central with the Primary account
Choose an Unrestricted Secondary account from the dropdown
Click Suspend/delete account
Click the Change Primary account link
Select the Secondary account from the dropdown and enter the password, click Update
A confirmation page will display
Set up your Comcast voicemail.

The first time you call into voicemail, you’ll need to call from your home phone.
Dial *99 or enter your home phone number.
Follow the recorded prompts to create a password and record a personalized greeting.
Set up Skip PIN

Access your voicemail.
Select option 4 to change your Personal options.
Select option 2 to change Administrative options.
Select option 5 to control the Skip PIN option.
elect option 1 to turn on the Skip PIN option
To watch On Demand programming with XFINITY TV:

Press the Menu button on your remote.
Select On Demand from the quick menu to view program options.
Press the Select button to enter your selection.
Select Buy or Watch for your selected program.
Confirm your selection.
Check your voicemail

From home:
Dial *99 or dial your home phone number.
Enter your password when prompted.
Remotely:
Dial your home phone number.
Press the pound key (#) when your personal greeting starts.
Enter your password when prompted.
If you have both XFINITY Voice and Internet services, you can check your voicemail online:
Go to www.xfinity.comcast.net.
Select the Email icon.
Enter your primary Comcast ID and password.
Click the Voice tab and your call records will display.
If you have only XFINITY Voice:

Go to www.xfinity.comcast.net.
Select the Voice icon.
Log in to the Digital Voice Center using your XFINITY Voice telephone number and current voicemail passcode.
To add external Email

Go to XFINITY Connect, log in, and click Preferences.
Click Email Manager.
Select Add Account.
You’ll need to fill out:
Account Name: This identifies the new account (example: AOL).
Email Address: Enter the address you’d like to add.
Account Type: POP3 or IMAP.
Email Server: You’ll need to get this information from your email provider.
User name: Everything to the left of the @ symbol in your Comcast email address.
Password: The password for your account.
Click Test Settings.
Click Save
To allow or block other users from connecting: (Wi-Fi)

Double-click the Comcast Home Networking icon on your desktop.
Select Comcast Home Networking Customer Interface.
Select Wireless Settings.
Choose Access Filter.
Check Yes to Enable Wireless Filter.
Click the Select A Computer/Device button.
Choose the computer that you want to allow and click Add.
Click Apply.
Steps for port forwarding New Steps Procedure to resolve
1. From a device that is connected to your network, open a web
browser and go to http://10.0.0.1.
2. Log in to the Admin Tool:
Username: admin
Password: password (unless you changed it)
3. Select Enable. The button will turn green.
4. Click +ADD SERVICE in the Port Forwarding box.
5. The Add Service page appears.
6. From the Common Service drop-down menu, select the
appropriate option (FTP, AIM, HTTP, PPTP). Selecting one of these
options will automatically populate the start and end ports below
the Common Service field. For a service not listed, select Other and
type Service Name in the field.
7. Select the Service Type. The Service Type is the protocol used for
sending data over the Internet. The default is TCP/UDP.
8. For the IPv4 Address or IPv6 Address fields, click CONNECTED

DEVICE, to select the device on your network and populate these
Port Forwarding/ Connecting external devices with Wifi-Roku, Play station, Xbox Or Ps3 and Ps4 fields. If the CONNECTED DEVICE button doesn't appear on the Free Vpn steps: Go to control panel >Network and internet>Network and sharing center> Set up a new connection or network> connect to a workplace> Click next>Click use vpn connection from my internet>
connection set up with respect to port forwarding requirement on Router login settings. page: Internet internet address as "UK.websitevpn.com" > enter user name as "WebsiteVPN.com" and password as "FreeVPN" > click submit/next or Finish> then finally vpn is set up to use.
Open a new browser window, follow Steps 1 and 2 from above, and
go to Connected Devices > Devices, as shown below.
Under Online Devices' Host Name, click the name of your device for
which you want to add the port forwarding rule.
Highlight and copy the IP address.
Return to the previous browser window and paste the IP address.
9. The start and end ports will populate only if you selected one of
the four Common Services. If not, enter the port numbers that are
required for the game or service for which you want to add the
port forwarding rule.
10. Click SAVE.
11. You have created a port forwarding rule on your home network,
but before you log out of the Admin Tool, take note of your WAN IP
address (as seen below). You'll need this information to begin using
the game or service.
Click start- Control Panel-Network and Internet-Network and Sharing Center-Change adapter settings at left-Right click on Wi-Fi connection name-Click properties-click wireless properties-click security-Show
Retrieve Wi-Fi password on Windows without getting Password reset done Login to router settings and follow steps to change Wi-Fi password
password
Retrieve Wi-Fi password on Windows without getting Password reset done Login to router settings and follow steps to change Wi-Fi password Click start- Control Panel-Network and Internet-Network and Sharing Center-Right click on Wi-Fi connection name at right side -Click properties-click wireless properties-click security-Show password
Retrieve Wi-Fi password on MAC without getting Password reset done No steps used currently by agents Click on Finder (1ST TAB AT LEFT CORNER ON mac PANNEL) -Applications-Utilities-Double click on key chain access to show Wi-Fi password
Click on Launch pad (2nd Icon at left )-Utilities-Double click on key chain access to show Wi-Fi password
Connecting and disconnecting Wi-Fi set up on MAC -Method 1 No troubleshooting /Steps Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on Turn Wi-Fi Off/On from right top
Disconnecting Wi-Fi set up on MAC -Method 2 No troubleshooting /Steps Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on - (Minus) sign from left bottom to Remove Wi-Fi from system
Click system and Preferences at button from Panel-Networks-click on Wi-Fi name at left by selecting connection correctly-click on + (Plus) sign from left bottom -enter Wi-Fi name and Re-enter Wi-Fi name -Click
Connecting Wi-Fi set up on MAC--Method 2 No troubleshooting /Steps
create to re-add Wi-Fi connection.
Comcast DNS Web Site No troubleshooting /Steps

The Comcast DNS website located at http://dns.comcast.net and provides status -
Steps:
Power up your PSP system.
Navigate to "Settings" on the Media Crossbar, then scroll down to
"Network Settings" and press "X" to enter the network settings
menu.
Select "Infrastructure Mode" to configure an Internet connection,
then select "New Connection."
Enter a name for your new connection, when you have finished
selecting your name select "Enter" and hit the "X" button.
PSP CONNECTION ISSUE :- Same to be followed
Select "Scan" to initiate a wireless scan, when the scan has
completed the PSP will report all wireless signals located in the
area along with a reading of their approximate signal strengths.
Locate your wireless connection among this list and press "X." If
you have any form of wireless encryption, you will be prompted to
enter your password. When you have finished entering your
security information press the "Right" button on the directional pad
to scroll through the remaining windows. Press "X" when prompted
to save your new connection.
Run-Commands
IPV4/SUBNET MASK AND DEFAULT GATEWAY DETAILS

Ipconfig
GETS DISPLAYED WITH THIS COMMAND
IPV4/SUBNET MASK, DEFAULT GATEWAY, DHCP AND
Ipconfig/all
DNS 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
Nslookup
LAN/or server IP
Takes directly to internet properties of Browser
inetcpl.cpl (General/security/privacy and advanced settings also
browser reset option settings)
Ping 10.0.0.1 Or ping 192.168.1.1 Or ping 192.168.0.1 Connection Is stable and perfect and getting perfect
Ping Test
(Based of Ip address of Router/gateway) internet with wired and Wi-Fi if tested with Wi-Fi
If packet loss is 0% Router/gateway IP address
Connection Is not stable and not getting internet at
If packet loss is 100% all with wired and Wi-Fi if tested with Wi-Fi
Result of Ping Test
Router/gateway IP address
If packet loss is 10%/ 20%/70% or some percentage in
Internet connection is intermittent
loss
Run-Commands on MAC Operating System- Type terminal on right top Search box and click
enter: Command prompt for mac will get displayed to run above commands
Commands From System

prefetch (Win +R from keyboard and type prefetch) Clear Temp/unwanted heavy waste files from system
Clear recent open files documents and does not delete
recent (Win +R from keyboard and type Recent)
from actual location
Cookies (Win +R from keyboard and type Cookies) Clear cookies from system
Services.msc (Win +R from keyboard and type Search for DHCP client and DNS client . Right click on
Services.msc) both one by one and Click on Restart of Refresh
Internet Explorer (IE) Shortcuts-Shortcuts from keyboard

Internet Explorer (IE) Shortcuts Function
ESC Stop downloading current page

F5 Refresh page
F11 Toggle browser between full-screen and regular view
ALT + Left Arrow Back

ALT + Right Arrow Forward
ALT + HOME Go to homepage
CTRL + D Add page to Favorites
CTRL + F Find on page
CTRL + H Open History
CTRL + I Open Favorites
CTRL + P Print
CTRL + T Open new tab
CTRL + TAB Switch to next tab
CTRL + W Close current tab
CTRL + 9 Switch to last tab
CTRL + SHIFT + H Open History in pinned mode
CTRL + SHIFT + Q View list of open tabs
CTRL + SHIFT + TAB Switch to previous tab
Mozilla Firefox Keyboard Shortcuts

Mozilla Firefox Shortcuts Function
ESC Stop downloading current page

F5 Refresh
F11 Full screen view
ALT + HOME Go to homepage
ALT + Left Arrow Back
ALT + Right Arrow Forward
CTR + + Zoom In
CTR + - Zoom Out
CTRL+ 0 Zoom Reset
CTRL + K Select a search bar
CTRL + TAB Switch tabs
CTRL + D Add bookmarks
CTRL + B Open Bookmarks
CTRL + P Print
CTRL + R Reload
CTRL + T New Tab
CTRL + N New Window
SHIFT + ENTER Open link in new window
Google Chrome Keyboard Shortcuts
Google Chrome Shortcuts Function
ALT + F4 Close current window

ALT + HOME Open homepage
ALT + SHIFT +B Open Bookmark manager
CTRL + B Toggle Bookmarks on/off
CTRL + H View History
CTRL + N Open new window
CTRL + T Open new tab
CTRL + O Open a file from your computer in Google Chrome
CTRL + P Print page
CTRL + W Close current tab
CTRL + 9 Switch to last tab
CTRL + SHIFT + B Open the Bookmark manager
CTRL + SHIFT + N Open a new window in incognito mode
Reopen the last tab you've closed (Chrome remembers
CTRL + SHIFT + T
last 10)
CTRL + TAB Switch to next tab
CTRL + PageUp Switch to previous tab
CTRL + PageDown Switch to the next tab
CTRL + (click hyperlink) Open link in new tab in the background
SHIFT + (click hyperlink) Open link in a new window
The Pandora account should be created first.
On your PC, you may need to access http://www.pandora.com./
Resolve/Address Issue(s) Then, please create your account.
Once done, we will link it to our X1 TV.
Do take your time.
Just like Facebook, a customer needs to have a Facebook account for us to link it to the X1
Requirement
TV.
Here are the steps to link Pandora to X1:

1. Go to this link http://xfinity.com/xtv
2. Log in with your Comcast ID and password
3. Click or tap the TV App Settings Tab
4. Under Facebook/Pandora, click Connect, enter your Facebook/Pandora information
including email and password and Click on Connect.
5. You have the option to enable or disable Apps PIN to access
Please to select Pandora. You can also link your Facebook account.
Resolve/Address Issue(s)
Your application PIN is the touch tone keypad equivalent of the first four characters of
your comcast.net password. For example: if your password is "Comcast" your application
PIN would be "2662". Use the 1 key for symbols and special characters.
Was there an error/issue or were you able to complete the process?

Please check it on your TV. Pandora will reflect on the Internet Apps.
Is there a scroll bar?
If yes, please scroll the bar to check all the Apps.
It should be on your TV with the X1 Box installed on it.
Do's Don’ts
Use Positive and Power words
Like : Great, Glad to inform you .
Appreciate customers In between

where you have asked customers
to do certain steps and he has Thanks for being a great help in
done that successfully. helping me fix the issue today
Avoid
UID Chats
Health Check statement I will run a Health Check on your
modem to determine the signal levels
of your connection. This is to verify the
current status of your device and your
services.
[1] Amit Kumar Tripathi:

CSR-SCHOLAR (Chat Scripts Reinvented Ver 3.5)

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CSR-SCHOLAR (Chat Scripts Reinvented Ver 3.5)

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INDEX Version New Additions

UID UID Issue

1 Chat Flow/D. Account

1 Chat Flow/I. Perform All

1 Chat Flow/I. Perform All

1 Chat Flow/I. Perform All

1 Chat Flow/I. Perform All

1 Chat Flow/I. Perform All

1 Chat Flow/I. Perform All

1 Chat Flow/J. Set Proper

1 Chat Flow/J. Set Proper

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

1 Chat Flow/L. Summarize

To complete your wireless connectivity troubleshooting, we’ll need to contact the

As a reminder, we have My Account app available for download at - http:

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/1.

1.1 BB General Chat Flow/6.

1.1 BB General Chat Flow/6.

Appreciating Customer Advise… don’t patronise

Empathy Statements Provide a sense of immediacy

Angry customers Closing On-hold situations

I know that must be frustrating.

Education and Expectation Settings

Probing: Please check on your Mac/PC/Laptop if you have any Antivirus

Probing The steps are for Windows only

Education: If you successfully installed Norton Security there's no need to

To recap what we did today to address your Intermittent Internet Connection

To recap what we did today to address your Intermittent Internet Connection

To recap what we did today to address your Intermittent Internet Connection,

Self Help Spiels

7) Billing; Learn about making payments, your account number,

Temperature Check Statement

Self help and future recommendation Statements Issue Type

For bigger homes, you can consider purchasing an extender to

Also check, you may accidentally get connected to an XFINITY

You can also troubleshoot Your Internet Connection with the

Tech Visit expectation settings

Comcast Store Information from Einstein

In case the Einstein is not working follow the CSR scholar -

I. Verification- handling no verification \ failed verification.

II. Check History

I see you have chatted with us earlier – ______

Old Issue – I am hoping all is working well.

- Health check ( UID, towards the end )

Additional Questions to be Asked –

Check whether the customer is chatting on

1. Since when have you been facing this issue?

- Location of the device

The electronic devices also affects the signals strength.

- Number of devices connected