ttt

---opening---
hh	Hello! How are you doing today?
hhh	Thank you for filling the pre-chat survey. I appreciate your time.
hhhh	How may I assist you today?
hhhhh	Just to set proper expectations, once the chat has become idle, the system will automatically send a message every 2 minutes and will close the chat after 2 automated idle messages.
g1	Good to know that.
g2	Good to know that you are doing good.
g1	Perfect, I am really glad to hear that! How may I help you today?
I am really sorry to hear that. Is there anything I can do to help you?
g3	I am doing good. Thank you for asking.

---ownership---
read1	I have read your query.
read2	I have read your concern. Let me check this for you.
read3	I will try my best to address the issue for you.
own1	I will be glad to assist you with your query.
own2	It would be my pleasure to assist you with this information.
own3	I do understand your concern and will surely assist you with it.
own4	I will be happy to assist you with the billing concern.
own5	I will certainly help you with the options available to lower the monthly bill.
own6	It would be my pleasure to assist you with the billing query.
qq	I have read your concern.
elb	Can you please elaborate on the issue?


----empathy/sympathy---
emp	Sorry to know that.
apo	I apologize for the inconvenience caused to you.


“I’m sorry, we cannot lower the price for this item any further, but we have a similar product which is priced cheaper because it doesn’t have the built-in face recognition. Would you be interested to take a look at it?”

“I’m sorry, we don’t have this feature at moment. We do intend to add it to our service and we can notify you when it has been done. Would you like to receive an email update?”

----Paraphrase---
phr1	I understand, is that correct?
“Let me check that I have this right…”
Let me see if I have this correct, you want me to…” or “You would like for me to…?
If I understand you correctly…
So you are saying that…correct?
This is what I understand you are telling me...


------wait hold---------------
h1	Please allow me a couple of minutes while I check this information for you.
pl	Please be online.
p2	Let me check that for you.
time1	My apologies, it's taking me time to research this. Please give me two more minutes while I get you the details. I appreciate your patience.
time2	I apologize for making you wait, please allow me a few minutes more.

----thanks---
ty	Thank you.
tysm	Thank you so much.
ty1	Thank you for your patience.
ty2	Thank you for waiting. I appreciate your patience.
ty3	Thank you for the information.
ty4	Thank you for the verification.
ty5	I have successfully located your account. Thank you so much for your help.
ty6	Thank you so much for being online while I was accessing your account.
yw	You're most welcome.
s1	Sorry for the delay.
s2	I apologize for the inconvenience caused.
s3	I am extremely sorry for the inconvenience caused to you by our end.


typo	Sorry for the typing error.

ple1	It is my pleasure to be of your service.
ple2	It is my pleasure to be of your service of such a wonderful customer.
ple3	You have been a wonderful customer to chat with.
ple4	My first priority is to see the customer going happy with my assistance.
ple5	My first priority is to see the customer going happy with my assistance and this limitations is what that hinders me.


---end--
else1	Is there anything else I may assist you with?
else2	Please let me know if you have any other issues.
else3	Please ask if you have any other questions.
else4	Please ask if you have any other questions so that I may assist you effectively.

end1	Thank you for cooperation and understanding.
end2	It was nice chatting with you.
end3	It has been a pleasure assisting you today.
end4	It was a pleasure chatting with such a good customer.
end5	You have been the most understanding customer to me today.

app	I appreciate your cooperation in helping me resolve the issue.
app1	Thank you for the words of appreciation because it was your words that motivated me to make every possible attempt to address your concern.
app2	Thank you for such kind words. It is such compliments that help us serve you better.
app3	I appreciate your patience and understanding.


con1	I do understand your concern.
con2	I understand your concern.
con3	I completely understand your situation.


---Survey---
sur	If you have a minute, please take the survey by selecting "End Conversation".
sur1	Please click on 'End Conversation' and share your feedback. We appreciate you contacting us today.
surm	Please click on 'X' at the bottom right corner to close the chat and share your feedback. We appreciate you contacting us today.

ap	I appreciate your feedback.

gld	I am glad that your issue is resolved.
hv	Have a great day!


---No Response---
nr1	Not to rush you, are we still connected?
nr2	Please respond for continued assistance. Prolonged delay in response may lead to automatic chat disconnection.
nr3	Since we have not heard from you for some time, we will now have to end this chat. Please chat with us again if we can be of further assistance.


---Account Arrangement for later date---
int1	I have checked your account and see that you can make the payment by 04/10.
int2	The total balance on your account is XXXX, out of which you will have to make the payment of the past due amount of XXX by xx for the services to be active.
int3	I am extremely sorry, as the date cannot go beyond this date.
int4	I wish I could have helped you to extend the date more.
int5	I would've loved to complete the request but effective 24th January 2017, the company has stopped granting promise to pay\future dated payment extension and the billing system will not allow promise to pay\future dated payment extension to Customer accounts.
int6	I am sorry for that.
int7	I tried to extned the date but the system would not allow me to.
int8	I hope you understand my limitations.
int9	I wish I could have helped you.

---Account Arrangement for earlier date---
in1	As you are our valuable customer, you can make the payment by 04/10.
in2	The total balance on your account is XXXX, out of which you will have to make the payment of the past due amount of XXX for the services to be active.
in3	Please rest assured.
in4	I have made complete notes on your account for this case.
in5	Your services will not be interrupted.
in6	If you do receive the reminder calls now, I would request you to ignore the calls.


----------Chat Reconnection----------
recon	Here is a link that will reconnect us
recon1	Once you copy the link and paste it on a new browser window, it will allow you to get connected back to me.
recon2	If for some reason I am unavailable once you attempt to reconnect, a peer of mine will be able to pick up from where we left off.

blower1	I will help you with all the possible options to lower the bill.


---Modem fee removal---
modem1	However, You can purchase your own modem to avoid modem lease fee of $10.00/month($14.99 with Wifi) which mounts upto savings of $120 a year($179.88 with Wifi).
modem2	Anytime you wish to view TWC approved modems, please visit the link below:
modem3	https://www.timewarnercable.com/en/support/internet/topics/lease-or-buy-modem.html


---Different Package---

difpac	You will have to speak with the account services team to check if there is any other packages available for you.


----------Transfer Chat----------
tr1	I see that you are from . You are currently connected to Carolina Division.
tr2	For the same I would have to transfer the chat to our technical team so that they may assist you appropriately.
tr3	Do you have any other questions before I transfer the chat?
tr4	Please give me a moment while I transfer the chat.

trn1	I see that you are from New York. You are currently connected to Carolina Division.
trn2	For the same I would have to transfer the chat to our New York team so that they may assist you appropriately.
trn3	Do you have any other questions before I transfer the chat?
trn4	Please give me a moment while I transfer the chat.

trc1	I see that you are from California. You are currently connected to Carolina Division.
trc2	For the same I would have to transfer the chat to our California team so that they may assist you appropriately.
trc3	Do you have any other questions before I transfer the chat?
trc4	Please give me a moment while I transfer the chat.

trh1	I see that you are from Hawaii. You are currently connected to Carolina Division.
trh2	For the same I would have to transfer the chat to our Hawaii team so that they may assist you appropriately.
trh3	Do you have any other questions before I transfer the chat?
trh4	Please give me a moment while I transfer the chat.

trt1	I see that you are from Texas. You are currently connected to Carolina Division.
trt2	For the same I would have to transfer the chat to our Texas team so that they may assist you appropriately.
trt3	Do you have any other questions before I transfer the chat?
trt4	Please give me a moment while I transfer the chat.


trs2	For the same I would have to transfer the chat to our Sales team so that they may assist you appropriately.
trs3	Do you have any other questions before I transfer the chat?
trs4	Please give me a moment while I transfer the chat.


calcaro	Please call us at 1-877-566-4892 (available 24/7) and we will be happy to assist you with your request.


----------Call back Scheduling----------
cb	For the same, I would have to arrange a call back for you.
cb1	May I know the preferred time, date and call back number to schedule call back for you.
cb2	Call back request is confirmed for immediate call back. The call back will display 1-800-892-2253 and you must confirm by pressing 1 after you answer the call.
cb3	Would now be a perfect timing to contact you?


----------Credit Limitations----------
mc	I have checked the notes and see that the credit which has to be applied is beyond my credit limitations.
mc1	If I apply it now, you would not be able to apply it again.
mc2	So I am escalating this case to our team.
mc3	Our team will contact you regarding this case.


----------Envelope Option----------
env	Please click the 'envelope' icon top left of the chat window. The conversation will be emailed to you.


---plan switch---
ps1	If you wish to switch to Basic Internet, the price will be $49.99 and the speed will be 10 Mbps download and 1 Mbps upload.
ps2	If you wish to switch to Standard Internet, the price will be $59.99 and the speed will be 15 Mbps download and 1 Mbps upload.
ps3	If you wish to switch to Turbo add-on, the price will be $69.99 and the speed will be 20 Mbps download and 2 Mbps upload.
ps4	If you wish to switch to Extreme add-on, the price will be $79.99 and the speed will be 30 Mbps download and 5 Mbps upload.
ps5	If you wish to switch to Ultimate add-on, the price will be $109.99 and the speed will be 50 Mbps download and 5 Mbps upload.
ps6	I see that modem lease fee is applicable to you for $10.00 per month.
ps7	I see that you are having wifi. Wifi is free for Extreme and Ultimate Add-on users. If you still want to continue with the wifi after downgrade, the price of $4.99 will be applicable.


psm1	If you wish to switch to Basic Internet, the price will be $49.99  and the speed will be 10 Mbps download and 1 Mbps upload.
psm2	If you wish to switch to Extreme Internet, the price will be $59.99 and the speed will be 50 Mbps download and 5 Mbps upload.
psm3	If you wish to switch to Ultimate 100 add-on, the price will be $69.99 and the speed will be 100 Mbps download and 10 Mbps upload.
psm4	If you wish to switch to Ultimate 200 add-on, the price will be $79.99 and the speed will be 200 Mbps download and 20 Mbps upload.
psm5	If you wish to switch to Ultimate 300 add-on, the price will be $109.99 and the speed will be 300 Mbps download and 20 Mbps upload.
psm6	I see that modem lease fee is applicable to you for $10.00 per month.
psm7	I see that you are having wifi. Wifi is free for Ultimate 200 and Ultimate 300 add-on users. If you still want to continue with the wifi after downgrade, the price of $4.99 will be applicable.


pssi	If you wish to switch to Spectrum Internet, the price will be $64.99 and the speed will be 100 Mbps download and 10 Mbps upload.
pss1	If you wish to switch to Spectrum  Ultra Internet, the price will be $104.99 and the speed will be 300 Mbps download and 20 Mbps upload.
pss2	There will be no modem lease fee with Spectrum.
pss3	Wifi is free for Spectrum Ultra users. The price of $4.99 will be applicable only when you choose to go with Spectrum Internet.
pss4	Also, there will be one time activation charge of $9.99 to activate Wifi.
pss5	Also, there will be one time activation charge of $199.99 to activate Spectrum Ultra Internet.


elp1	I am sorry, I am unable to do so from my end as this requires verbal confirmation since ELP is a special plan.
elp2	Please call us at 1-877-566-4892 or (866) 892-7201 or (866) 874-2389 and our concerned team will downgrade the service for you.
elp3	They are available Monday - Friday: 8:00 A.M. - 10:00 P.M. (EST) Saturday and Sunday: 9:00 A.M. - 6:00 P.M. (EST).
elp4	I have also made complete notes on the account for you.
elp5	You would not have to repeat yourself.


----------Current Plan----------


cp1	I have checked your account and see that you have Basic Internet and the speed is 10 Mbps download and 1 Mbps upload.
cp2	I have checked your account and see that you have Standard Internet and the speed will be 15 Mbps download and 1 Mbps upload.
cp3	I have checked your account and see that you have Turbo add-on and the speed will be 20 Mbps download and 2 Mbps upload.
cp4	I have checked your account and see that you have Extreme add-on and the speed will be 30 Mbps download and 5 Mbps upload.
cp5	I have checked your account and see that you have Ultimate add-on and the speed will be 50 Mbps download and 5 Mbps upload.


cpm1	I have checked your account and see that you have Basic Internet and the speed is 10 Mbps download and 1 Mbps upload.
cpm2	I have checked your account and see that you have Extreme Internet and the speed is 50 Mbps download and 5 Mbps upload.
cpm3	I have checked your account and see that you have Ultimate 100 add-on and the speed is 100 Mbps download and 10 Mbps upload.
cpm4	I have checked your account and see that you have Ultimate 200 add-on and the speed is 200 Mbps download and 20 Mbps upload.
cpm5	I have checked your account and see that you have Ultimate 300 add-on and the speed is 300 Mbps download and 20 Mbps upload.


cps	I have checked your account and see that you have Spectrum Internet and the speed is 100 Mbps download and 10 Mbps upload.
cps1	I have checked your account and see that you have Spectrum Ultra Internet and the speed is 300 Mbps download and 20 Mbps upload.


---late fees---
lc1	I see that the bill generated on 01-26-2017 does not contain any late fees.
lc2	For the late fees in current cycle, you would have to wait for the next bill generation date as the system automatically applies the late fees.
lc3	The next bill generation date is 02/26.


---Move and Transfer service---

mov	I will certainly guide you to the right support team to move and transfer your service.
mov1	There is a link where you can find information related to it, please allow me a moment while I help you with that.
mov2	http://www.timewarnercable.com/en/residential-home/support/mymove.html
mov3	You can also call them at 1-855-892-6683
mov4	There are the Specialist in this case and they will help you to transfer your service with your promotion.
mov5	As I am from the billing department, even if I try to transfer your service, you might lose the promotion on the account you are having right now since I have access only to the retail rates.
mov6	This is the reason you will have to contact the above team.


mov1	I will guide you to the right team in order to process the request for transfer of services and also give you the complete information.
mov1	There is a link where you can find information related to it, please allow me a moment while I help you with that.
mov2	http://www.timewarnercable.com/en/residential-home/support/mymove.html
mov3	You can also contact our My Move Specialists team directly at 1-855-892-6683.
mov4	They will set up a schedule an appointment for the services to be transferred at your new home at your convenience.
mov5	At the time of movement, our technician will install the services at new location.
mov6	One time transfer fee of $19.99 may be applicable and so I would request you to confirm the charges with our team to avoid any issues.
mov7	Before we start off, I would also like to inform you that when an account is moved or transferred to a new address, a new account is created with a new account number. This is because the accounts are directly linked to the addresses.
mov8	Once your services are transferred, your online My Account will become deactive so you would have to create a new online account since you will be having a new account number.
mov9	If you wish to use the same username, then you will have to contact us once the services are active at the new location and we will update the account number for you.


---Spectrum---
spp1	Time Warner Cable has been merged with Spectrum and you can continue to use Time Warner Services or choose to switch to Spectrum.
spp2	If your modem is not compatible with the speeds, then we would be required to change the modem so you can enjoy the speeds. 90% chances are the equipment's will not be changed.
spp3	Also, there will be no modem lease fee as well.


---Information Gathering---
ask1	May I know your contact number to identify your account.
ask2	May I know your account number or contact number (associated with the account) and account owner name to identify your account?
ask3	May I know your name to identify your account?
ask4	May I know your service address to identify your account?
ask5	May I know your username and the email address used to log in to My Account?


---Verification---
ver	In order to verify the account, please provide me with the 4-digit PIN on the account. It was selected by you at the time of installation.
ver1	The PIN is a 4-digit number that was selected by the account holder and it allows me to authenticate that you are an authorized account user. This is to ensure the security of your account. The PIN is a 4 digit number that was setup on account by the account holder at the time of installation.
ver2	In order to verify the account, may I have the last four digits of the account holder's Social Security Number? This is to ensure the security of your account information.
ver3	In order to verify the account, may I have the customer code and the last four digits of the account holder's Social Security Number? This is to ensure the security of your account information.
ver4	In order to verify the account, please provide me with the customer code.
ver5	Customer code is a four-digit number mentioned on the top right hand corner of the bill.
ver6	In order to verify the account, please help me with the last four digits of the debit card/ credit card/ bank account number from which you have atleast made a payment once.


---Verification failed---
vf1	I am sorry, this does not match with the system. It shows that the PIN entered is incorrect. Please try again to verify the account.
vf2	I am sorry, this does not match with the system. It shows that the SSN entered is incorrect. Please try again to verify the account.
vf3	In this case, I will reset the PIN on the account for you. This will help you to verify the account the next time you contact us. Please provide me with a 4-digit number that can be set as a new PIN on the account.


---Payment Arrangement---
pa	May I know when you can make the payment?
pa1	As I understand, you will make the payment by 03/03, am I correct?
pa2	No problem, you can make the past due payment on 03/03.


---My Account Registration---
ar	To register for new account, you would have to follow the below steps:
ar1	1. Go to https://myservices.timewarnercable.com/ to begin the registration process and click on option "Register for a TWC ID"
ar2	2. Enter the Zip Code and Phone Number associated with the account, and click Continue.
ar3	3. Verify personal information.
arf3	3. Verify personal information. (Customer code would be required for full accessibility of your account. Customer code is a four-digit number mentioned on the top right hand corner of the bill.)
ar4	4. Create a profile. Enter the email address, username, and password to be used with the My Account portal and TWC. Accept the Terms of Use by selecting the check box.
ar5	5. Add security information. Select security questions and answers which will be used to authenticate if you are having difficulty with your TWC ID.
ar6	Please follow the above steps to complete the registration.


----------My Account Username----------
To retrive the Username, you will have to visit the following link.
https://registration.timewarnercable.com/username/
If you wish, I can help you with the username, but for that, I would require the customer code for authentication. This is to ensure the security of your account information.
Customer code is a four-digit number mentioned on the top right hand corner of the bill.
This information is required since the customer code is unique and can only be found on the bill.
If you do not have the bill, do not worry.
We will send the customer code to you by mail and it will reach you within 1-2 business days.


----------My Account password reset----------
pr	The username for your account is
pr1	I have sent the reset Password email successfully on your email id.
pr2	Please check and let me know once done.

re	I  see that all your services are under one bundled promotional offer.
re1	If you remove or downgrade any service, it will break the promotion and you will be charged on retail rates.


----------Charter Support----------
ch	Since you are a charter customer, you would have to visit the following link.
ch1	https://www.charter.net/
ch2	You are right now connected with Spectrum for legacy services(merged companies) so this is the reason you would have to contact the above link.
ch3	The direct number to contact is 1-(855)757-7328.


---Account / Services Cancellation---
canc1	I have made a note on the account for you so that you can avail the Spectrum promotions on your account as well as even remove the service for you.
canc2	Since the phone line cannot be removed from my end, I would request you to call on 1-877-566-4892 or (866) 892-7201 or (866) 874-2389 so that our team will remove the phone and give you the promotions as well.
canc3	They are available Monday - Friday: 8:00 A.M. - 10:00 P.M. (EST) Saturday and Sunday: 9:00 A.M. - 6:00 P.M. (EST).
canc4	Please rest assured.
canc5	You would not have to repeat yourself.


----------disconnection of service----------
can1	I am sorry to hear that you want to cancel your service. We don't want to lose a customer like you.
can2	I would love to do that for you but being on live chat we do not have an access to cancel the services online as it requires verbal authentication.
can3	Cancelling of services will require you to provide some vital account related information, it cannot be done over the live chat or email, as the web is not a very safe place for such information.
can4	We have a specialized team which handles the cancellation of services over the phone. There is no cancellation fee as you are not in any contract.
can5	I am trying to get a resolution for this issue by arranging assistance from a department which is authorized to complete the request.
can6	I will also update complete notes on our records regarding your request for them to refer and assist you in a better way and so you do not have to repeat yourself.
can7	If you wish you can even visit the nearest TWC service center and return the equipment. The billing will stop the very day you return the equipment and the bill will be adjusted accordingly. If there is any credit balance, you will receive the credit refund check within 4-6 weeks at your mailing address.
can8	Please allow me a minute to give you the contact number.
can9	Please call us at 1-877-566-4892 or (866) 892-7201 or (866) 874-2389 and we will be happy to assist you with your request.  They are available Monday - Friday: 8:00 A.M. - 10:00 P.M. (EST) Saturday and Sunday: 9:00 A.M. - 6:00 P.M. (EST).
can10	Please be assured you will be assisted at the best.


Pro-active future value


pfv	While I am researching on the issue for your future reference you can also refer the below link for detailed Billing information : http://www.timewarnercable.com/en/residential-home/support/topics/accountandbilling/bill-explanation-and-payments.html

pfv1	While I am researching on the issue for your future reference you can also check the below link for the 'refer your friend' program. When you refer your friend, they will enjoy the best in entertainment on every device and you will both receive up to a $75 VISA Cash Card. You can find more information about referral programs on our http://rewards.timewarnercablespecial.com/


stp	I see that you are a triple play customer.
stp1	I have made a note on the account for you so that you can avail the Spectrum promotions on your account.
stp2	For availing promotions for Spectrum, I would have to arrange a call back for you from our Specialist team
stp3	Since you are a phone customer, you will have a good promotion available and it can be only applied by our team on the call.
stp4	Please rest assured.
stp5	I have made complete notes on your account so that you would not have to repeat yourself.


stpa	I see that you are a triple play customer.
stpa1	To avail promotions for Spectrum, please call us at 1-877-566-4892 or (866) 892-7201 or (866) 874-2389 and we will be happy to assist you with your request.
stpa2	They are available Monday - Friday: 8:00 A.M. - 10:00 P.M. (EST) Saturday and Sunday: 9:00 A.M. - 6:00 P.M. (EST).
stpa3	Please contact on the above number and they will let you know the best amount that will be applicable to your account.
stpa4	Since you are a triple play customer, the account will be handled by our Account Services team.
stpa5	Since we are from the billing department, we can only give you retail rates.
stpa6	I have also made a note on the account for you so that you do not have to repeat yourself.


stpa	I see that you are a triple play customer.
stpa1	I have made a note on the account for you so that you can avail the Spectrum promotions on your account.
stpa2	You would just have to call us at 1-877-566-4892 or (866) 892-7201 or (866) 874-2389  and our team will check the notes and provide you with the best promotion available.
stpa3	Since you are a phone customer, you will have a good promotion available and it can be only applied by our team on the call.
stpa4	Please rest assured.
stpa5	You would not have to repeat yourself.


cl	You can check the channels by visiting the below link.
cl1	https://www.timewarnercable.com/content/twc/en/tv/channels-lineup.html/
cl2	https://www.spectrum.com/browse/content/new-channel-lineup.html
cl3	Please let me know if the package is good for you.


esp	I see that you are Spanish customer.
esp1	You can check the website in Spannish from the below link.
esp2	https://espanol.charter.com/
esp3	For the contact details, I would request you to contact via the below website.
esp4	https://espanol.charter.com/contact-us.html
esp5	The direct number for our team is 1-800-892-4357.


It is my pleasure to be of your service of such a wonderful customer.
It was nice chatting with you.
My first priority is to see the customer going happy with my assistance.
If you have a minute, please take the survey by selecting "End Conversation".
Please click on 'End Conversation' and share your feedback. We appreciate you contacting us today.


Call back request is confirmed for 05:06 PM on Thu 03/16. The call back will display 1-800-892-2253 and you must confirm by pressing 1 after you answer the call. We'll try to connect with you 3 times and if it's unsuccessful after 3 times, the request will be canceled.


----------IVR----------
ivr1	You can also make payment using phone without any additional charges. (IVR)
ivr2	1. Call 1-800-TWC-HELP (1-800-892-4357).
ivr3	2. Say "pay my bill" when asked why you are calling.
ivr4	3. Follow the voice-activated prompts to complete the bill pay transaction.
ivr5	It is free of cost as well.

----------Once the payment is paid----------
pp	I have checked your account.
pp1	Thank you for the payment.
pp2	I have refreshed the signals for you.
pp3	Your services are now active.
pp4	I would request you to restart all your equipment, and then your services will start working once again.


----------Churans----------
chu1	Customer satisfaction is what I personally strive for.


System Down

sd	Unfortunately, our billing system is unavailable today due to a system upgrade because of which I am unable to access your account information at this moment. We do not have an estimated time for resolution but as we speak, our engineers are working to resolve this issue on priority basis.
sd1	Unfortunately, our billing system is unavailable today due to a system upgrade because of which I am unable to access your account information at this moment.


sdd	I see that the system is experiencing issues and that would request you to try after some time.
sdd1	Please rest assured.
sdd2	You can try after 30 minutes. The system would be back by then.
sdd3	You can also make a payment via IVR (Interactive Voice Response) by calling 1-877-566-4892.


----------When Promotion expires----------
pex1	Upon checking your account, I see that the promotion you were receiving expired on
pex2	As a valuable customer, we have renewed your promotion with a price hike so that you will not have to pay the retail rates.
pex3	I see that due to the renewal of the promotion, you are still saving xxx on your account.
pex4	The new promotion is the best available at present in your area for the services you are subscribed to.
pex5	You were sent an advance notification of this on your current month’s bill.
pex6	Ideally, by this time, you should be charged on regular rates. However, we appreciate your loyalty, and keeping that in mind, you have the best promotion available right now.
pex7	Our promotions do come in 12 month periods. When those promotions expire, we apply the next available promotion for you at the time that expires. While the rate does increase, it is still being discounted from the retail rate

----------When customer compares advertisement on website----------
comp1	The package you are referring to is a 12 month introductory rate. Your existing package has already received its 12 month introductory rate and the same cannot be applied twice.
comp2	It is true that new customer's deals are extraordinary. This type of savings should have been available to you when you were a new customer as well. We do offer lower price when bundling the services, this brings the price for each product down.
comp3	Also I would like to inform you that the package you are referring to is only for the services and not with the equipment and the taxes. So adding the equipment and the taxes,the amount would be the same as you are right now receiving in the promotion.


----------When customer threatens to cancel----------
thr1	It is true that other companies may offer you cheaper package as a new customer now, but after 12 months all the companies charge on regular rate, they might also put you on a 2-3 years contract which will cost you around $200 to $300 if you break that contract.
thr2	Each and every company will provide you a promotional offer only for 12 months. The good thing about TWC is they let you enjoy the promotional price without any contract unlike other companies.


rol1	I see that the Promo on your account has been Rolled Off and Stepped up on