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  1. Category Scenarios Scripts Shortcut
  2. For rapport building For rapport building How may I assist you today? ,mp4
  3. For rapport building I am here to assist you. ,mp6
  4. Relate/paraphrasing and offer help Bill Dispute/high bill Let me help with explaining your bill. I hope, you have copy in front of you ,rl1
  5. Order entry confirmation I will be glad to help you with the recent order details. Let me go ahead and check the account information. ,rl2
  6. Rebate Inquiry Thank you for contacting us regarding this additional benefits. Let me help you with this quickly ,rl3
  7. Downgrade/Disconnect I'm sorry to hear that you want to cancel the service, you are a valuable customer to Comcast. May I know the reason behind your request for cancellation of services? ,rl4
  8. Billing address updating Keeping the account updated is a good practice. Let me help you with updating your billing address. ,rl5
  9. Bill Payment I can definitely help you with getting a payment processed on your account. ,rl6
  10. Bill explanation Definitely it is important to have clear understanding of bill. I can surely help you with this. ,rl7
  11. Credit issues I understand. Let me help you with your credit request/information quickly. ,rl8
  12. Promise To Pay I understand. Let me check the possibilities for a payment extension real quick. ,rl10
  13. Bill pay issues I apologize for the problem that you faced while making a payment. Let me help you with this. ,rl11
  14. Lower my bill I can definitely have a look at your account to see how we can reduce monthly charges. ,rl12
  15. Promotions searching Oh great! I can definitely help you with the promotions available. ,rl13
  16. Auto pay Not working I am sorry to hear this. I appreciate that you are bringing this to my attention. Let us work together to fix your Auto pay issues. ,rl14
  17. Payment arrangement I understand. Let me check the options available for the payment arrangement, so that your services are not interrupted. ,pa
  18. Set Agenda Set Agenda For account security may I ask you a few questions? ,sa
  19. SSO - Yes customer Appreciate you for signing in. This helps us get to your account information much easier. ,SSO
  20. SSO - Yes customer Thank you for signing in prior to chatting. This helps us get to your information much quicker. ,SSO1
  21. Authentication SSN May I have the last 4 digits of your social security number? ,so1
  22. Account Number May I have your Comcast account number? ,so2
  23. Apartment/Unit Number Please confirm your apartment/Unit number. ,so3
  24. Address Details May I have the complete address along with the zip code ? ,so4
  25. Box number Could you please provide the Modem Serial Number? ,so5
  26. Authentication-Guest User Could you please provide the first and last name of the account holder, the account number and the complete address with the zip code? ,So6
  27. Customer do not want to give SSN on Chat I assure you that chat is a safe mode and you can share your account information here. ,SS
  28. Customer do not want to give SSN, want to talk US agent Mr. Customer I can understand your concern, however, the likelihood is that you would have to follow the same steps of authentication with any Comcast representative as this is the standard process to keep customer's account security intact. ,AC
  29. Customer do not want to give SSN, want to talk US agent - customer is not feeling secure to share the information Mr. Customer I can understand your concern, however, the likelihood is that you would have to follow the same steps of authentication with any Comcast representative as this is the standard process to keep customer's account security intact. I would request you to please be at ease and feel safe.  ,SSN2
  30. Unable to authenticate customer Customer do not want to give SSN Not an issue. If you do not want to share SSN on the chat, either I can send you a link, where you can fill 00000 with last four digits of the SSN. This way SSN information will not be visible on the chat or saved anywhere. Or you can share the account number to complete the verification. ,na
  31. Complete SSN or Last 4 of SSN (Use it with previous scripts for last 4) We have generated a secured one-time use web page for you to submit your Social Security Number. Please click on the following link or copy and paste it in your browser to submit your Social Security Number "paste link generated from support soft.........." Please remember that once the link is clicked, it cannot be reused. ,na1
  32. Unable to authenticate customer If you are the person handling account changes, please ask account holder to contact us to add your name as an authorized person on the account. In the meantime, I can certainly help you with the answer to any question not specific to the account. ,na3
  33. Unable to authenticate customer I assure you that this is only for the account security. By following required verification procedure we just want to keep your account safe from any fraudulent activity. ,na4
  34. Unable to authenticate customer I can understand, however your online account has crucial information like emails, address book contacts, call logs etc. which no one would like to get compromised. That is why we have all these security checks in place. ,na5
  35. CPNI Authentication CPNI Pin As you have Comcast home phone service. Please provide the four digit Voice Security PIN. You must have received when you signed up for phone service. ,CPN
  36. Unable to provide Pin/Security question No issues, we have another alternate to complete the authentication. Can you provide the answer to your security question. ,SQE
  37. CPNI Verification Call to account holder I can call on your Comcast home phone number. Once we speak, I can reset your password. ,SE
  38. CPNI Verification Call- Information We will be calling you in 2 - 3 minutes. Please stay connected. ,SE1
  39. CPNI Verification Call to authorized user We will be calling you in 2 - 3 minutes to verify your complete address and the last 4 digits of your Social Security Number. Please stay connected. ,SE2
  40. Checking if person available for call is not authorized I'm sorry, your name isn't listed on the account as an authorized user. ,SEA
  41. option only for account holder if one is not at home Account information is only available to the account holder or an authorized user. ,SEA1
  42. Customer not available to receive call I can see xxx person is authorized on account. Is she/he available at home to receive call? ,SEA2
  43. Checking if person available for call is not authorized Please be informed, an authorized user is allowed to make changes on account on account holder's behalf. ,SEA3
  44. Resending CPNI Pin For future reference, I will send the Voice Security PIN to your Comcast primary email. Once the PIN is received, you can change it to any four digits of your choice. You can use this PIN for authentication purposes in future. ,SEP
  45. Phone not hooked up for CDV verification As a phone and internet provider in the U.S. we are required by the Federal Communication Commission (FCC) to protect your account and personal information by requiring a unique password or PIN. In our case this is known as the Voice Security PIN or Security PIN. This policy and rule is in place to protect your information, I am sure you will agree this is an important requirement when it comes to the security of your personal information. ,FED
  46. Unable to authenticate customer I apologize for any inconvenience today regarding the process and information required to verify your account. It is important to me as your service provider to protect your account from fraudulent activity so I consistently need to adhere to our procedure to protect your account. ,CUA
  47. Unable to authenticate customer I would have loved to assist you today however neither the Voice Security PIN is registered, nor the security question is updated and the phone is also not hooked up, In this scenario I am left with two options. ,CUA1
  48. Hook up phone Please hookup any landline phone with your wireless gateway so that we can initiate call from our end. ,CUA2
  49. Resend CPNI Pin I will send the Voice Security PIN to your address through postal mail. You will receive the PIN in 2 to 3 business days. Once you receive this PIN. Please chat back to us. We will reset the password for you. ,CUA3
  50. Unable to authenticate customer I assure you that this is only for the account security. By following required verification procedure we just want to keep your account safe from any fraudulent activity. ,UA
  51. Unable to authenticate customer I can understand, however your online account has crucial information like emails, address book contacts, call logs etc. which no one would like to get compromised. That is why we have all these security checks in place. ,UA1
  52. Unable to authenticate customer- Giving incorrect information I'm sorry, but the info on your account is different than what you've given me. ,UA2
  53. Unable to authenticate customer and looking for supervisor Just to set up expectations, my manager will have to follow the same steps of authentication to reset the password as this is the standard process to keep customer's account security intact. ,CUA4
  54. Saying No to unauthorized user I apologize. Only the account holder or authorized person can make changes on the account. So, once we are able to connect with the authorized user we will be able to process your request. ,UNF
  55. Alternate to unauthorized user Personally I would suggest getting your name added as an authorized user by the primary account holder. ,UNF1
  56. Closing Ending with Value statement We appreciate your business and value you as a customer. Have a great day. ,cls
  57. Personalized ending Customer name, thank you for contacting Comcast. ,cls1
  58. VOC VOC Scripts Please note, at the end of this chat, there will be a short survey. I would appreciate, if you take a minute to fill the survey. This will help us to continue to improve the service we provide. ,csat
  59. VOC Scripts I hope that you will take a minute to complete the short survey. ,csat2
  60. VOC Scripts 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. ,CSAT3
  61. VOC Scripts There is a short survey at the end of this chat where you can rate my effort to resolve your issue today on a scale of 1-5,where 5 is highest rating. Can I count on you to complete this for me? ,CSAT4
  62. Survey Spiel Thanks for the chat! If you have a few seconds, please feel free to complete the short survey that will follow - I'd appreciate it! ,CSAT5
  63. Information about survey button You may now click on the "Exit Chat" and "Take our Survey" button to properly close the chat. ,ex
  64. Additional Assistance (General Assistance) Additional Assistance Do you have any other questions or concerns I can help you with today? ,aa
  65. Additional Assistance Apart from this, is there anything else I can assist you with? ,aa1
  66. Additional Assistance Now that we've resolved your issue, do you have any additional questions or concerns today? ,aa2
  67. Guarantee Guarantee We are available to answer your questions at your convenience, 24 hours a day, 7 days a week. This is the XFINITY Customer Commitment. ,ccg
  68. Guarantee Xfinity deliver service on their customers' terms, including 24/7 support and two-hour appointment windows with a guaranteed, automatic $20 credit if we're late. This is the XFINITY Customer Commitment. ,ccg1
  69. Account Changes Billing address Changes I can certainly update the billing address. The address change will take effect immediately but any mailings printed prior to the change will go to your original address. ,ac1
  70. Billing address Changes You can have your bill sent to any address recognized by the US Postal service within the United States and Canada. ,ac2
  71. Name Change I apologize for the spelling error in your name. I'd be more than happy to make the required changes. ,ac3
  72. Account Documentation Account Documentation Let me just update the account here on my end. ,doc
  73. Account Documentation- when customer need to contact back or follow up required I have documented the account regarding your request and would like to assure that our concerned team will help you with this as a priority. ,doc1
  74. Empathy Statements Empathy Statements I apologize for the inconvenience. ,emp
  75. Empathy Statements I apologize for any misunderstanding. ,emp1
  76. Empathy Statements We don’t want to lose valued customers like you who keep us in business. What can I do to restore your confidence in our services? ,emp2
  77. General assurance General assurance I will definitely take care of this for you. ,as
  78. General assurance By the end of this chat, I am sure together we will be able to resolve your issue to your satisfaction. ,as1
  79. General assurance, when we can not fix issue I assure you that by the end of this chat ,I will either resolve your issue or will help you with the best available resolution. ,as2
  80. General assurance Thank you for bringing this to our attention, I'm sure we can work together to get the issue resolved as soon as possible.  ,as3
  81. Apology & assurance I apologize for the inconvenience.  Please be assured you are connected with the right person and I will do the best to help you. ,as4
  82. Transfer Transfer I will be happy to get you in touch with the correct department. Thank you for contacting Comcast and have a wonderful day. Please stay connected to the chat while I transfer you. ,ewt
  83. Transfer Please stay connected to the chat for the next available representative. Thank you for choosing Comcast for your entertainment needs. ,ewt1
  84. General Scenarios Non-Pay Disconnect The services are not working due to an outstanding payment on the account. Services will automatically be restored once a payment is posted to the account. ,npd1
  85. Payment options We have a few payment options that can help to resolve this issue quickly as well as preventing this from happening in the future. ,npd2
  86. Promotion roll off I understand your concern. The price increase is because of the promotional roll off and now you are paying regular charges for the services. ,promo
  87. General Recap Scripts Initiate Recap Let's take a minute to review everything we've done for you today. ,rcp
  88. Recap - PTP To recap, I've processed the payment extension on your account. Please remember late payment fees may apply if the outstanding balance is not paid by the date of the payment extension. ,rcp1
  89. Recap - Disconnection/Downgrade To summarize, you need to contact our loyalty department number (1-800-934-6489) for service disconnection. ,rcp11
  90. Recap - Payment To summarize, I have processed a one time payment of $.., on account. The confirmation number is ….... The payment will reflect on your account within 24-48 hours. ,rcp12
  91. Recap - Payment with Auto Pay You may also enroll for Auto Payment, so that you no longer have to worry about paying bills every month. Auto-payment takes 24 hours after enrollment to be active, so any outstanding balance should first be cleared. ,rcp14
  92. Recap - Shared Promotions To recap, I have shared promotions available for you on the account. ,rcp15
  93. Recap - Login Issues To sum up, I have shared the password reset code and have also updated e-mail Id on the account. ,rcp16
  94. Recap - Visa Gift Card To recap, I've provided you the link to check the status of your Visa Gift Card ( http://www.checkmyrebate.com/comcastgift/ ). It will show the estimated date of fulfillment post validating your qualifications. ,rcp18
  95. Recap - Balance Just to recap, I've provided the balance on your account and the due date details. ,rcp2
  96. Recap - View Bills Online You can also view your bills online, after logging on My Account at https://xfinityrewardcenter.com/status ,rcp3
  97. Recap - View Bills Online To recap, I have processed a credit of $...on your account. The credit will appear on your statement within the next one to two billing cycles. ,rcp4
  98. Recap - High Bill due to Prorate Charges To summarize, recent change of services on your account resulted in an increase due to prorated charges. The current rate on the account is: ,rcp6
  99. Recap - High Bill due to Promotion Roll Off To recap, We reviewed your bill and details about your promotional rate expiration leading to the increase in your bill and the current package price of $ ,rcp7
  100. Recap - Lobby details I've also provided you with the hours and address of the nearest Comcast Service Center. The office hours and location can also be found online at http://www.comcast.com/Corporate/shop/retail/StoreLocator.html ,rcp8
  101. Retention Scripts Retention Scripts "I understand where you are coming from. We have other options for you that may provide a better value:
  102.  
  103. 1. We can bundle your services to our Double Play/Triple Play package.
  104. 2. You can also opt to customize your service to one of our other offers that will fit your needs.
  105.  
  106. Which option would you like to take? We will be more than happy to assist you further." ,ret4
  107. Typo Error Typo Error Sorry for the typo. Please disregard the last message. ,typo
  108. Probing Bill Dispute/bill inquiry May I know which month's bill are you looking at and the amount you want to clarify? ,BD1
  109. Bill Dispute/bill inquiry Are you checking the bill online or referring to a hard copy? ,BD2
  110. Bill Dispute/bill inquiry Have you recently made any changes in services? ,BP3
  111. Bill Payment What amount would you like to pay now? ,BP4
  112. Bill Payment Would you like to make this payment through a credit card or checking account? ,BP2
  113. Bill Payment Confirmation What was the payment date and amount? ,PC
  114. Bill Payment Confirmation May I know the payment mode? ,PC1
  115. Bill Payment Confirmation May I know the reason for the credit? ,RC
  116. Downgrade/Disconnect May I know the reason for downgrading services? ,RD
  117. Promise to Pay Set up When would you like to make the payment? ,PTP1
  118. Promise to Pay Set up May I know the amount you wish to pay and the payment mode? ,PTP2
  119. Preferred contact details May I have a reliable contact number and email address where we can best reach you? ,PCO
  120. CDV order entry Would you like to port your current phone number? ,OE5
  121. CDV order entry Would you like to make the number publish or non publish? ,OE6
  122. Probing for truck roll May I have the preferred date and timings for installation? ,OE7
  123. Probing for truck roll May I have the preferred contact number for our technician to contact you? ,OE8
  124. Generic Delinquency update Just to remind you that there is a past due balance of $... showing up on your account. ,Del
  125. Soft disconnect details Your services will be interrupted on ………... to prevent this interruption, please pay an amount of $.... ,Del1
  126. Bill cycle information Your billing cycle is from …… to … ,BCY
  127. Tool maintenance Tool maintenance I apologize for the inconvenience. Currently, our systems are undergoing maintenance and thus, access to specific account details is currently unavailable. I will still be able to help you with any general query you may have. ,dwn
  128. Bulk/Business Customer Bulk/Business Customer Your chat is routed to support desk for residential customers only. Your account is Business/Bulk account which are considered to be highly secured accounts and we have an exclusive support desk where one can call i.e. 1-800-391-3000. ,blk
  129. Email updation Email not updated Please verify your email address for account and informational updates? ,emv
  130. Email confirmed Is this "___________" the email address where you would like to receive Comcast account related notifications? ,emv1
  131. Customer came in after long wait in Queue Customer came in after long wait in Queue I apologize for the long wait while getting connected over the chat. Rest assured I will definitely do my level best to fix the issue for you. ,LWT1
  132. Tech Disclosures Technician Pre-Closures Please be available throughout the appointment window. If you don't answer the precall or you are not at home when the technician arrives, your appointment may be cancelled and rescheduled.  ,TD
  133. Technician Pre-Closures If you are not able to be available during technician visit, anyone who speaks English and is above 18 years can be there for you, as long as they have a copy of any of your valid ID's and a letter from you, authorizing that person to be there on your behalf. ,TD1
  134. Precall number/Cross street address For our technician to reach you easily for the installation, please provide 1. Nearest cross street /intersection from the service address 2. Preferred contact numbers for our technician to call before his arrival. ,TD2
  135. TOL Customer using email aligned with disconnected account I understand that the e-mail address is not working anymore, however it is an automated process wherein the system detects an active username on a disconnected account and disables the e-mail access. That is why you are not able to access it anymore. ,TOL
  136. Customer transferred services and previous username not working When you move services, the username and the account number changes. The username you are inquiring about is associated with the old account and that is why it is not working. If you want, I can provide the login information for the new account. ,TOL1
  137. Offer TOL Customer name, you can transfer the username to an active account. Would you like to go ahead with the e-mail ID transfer? ,TOL2
  138. Change Username Change Username Steps Once you are able to login you can change the username by clicking on "My Account tab" and then select "User and Preferences" tab. ,SUB
  139. Abusive customer Abusive customer I would ask you to use professional language so that I can assist you. ,PCX
  140. Abusive customer I would ask you to refrain using foul language, else I would have to leave this chat session. ,PCX1
  141. Abusive customer Despite several requests, you are still using unprofessional language so I have to leave this chat session. Thank you for contacting Comcast and have a great day. ,PCX2
  142. DND Do not call Sure, I will do that. Let me verify your phone number. This number has been added to the Comcast Do Not Call List. Please be aware that you still might get another call within the next 30 days. After 30 days, Comcast will not call you with special offers or to tell you about any other new Comcast products that we might launch in the future. Plus, please be aware that you might also get phone calls from Comcast from time-to-time regarding the services to which you currently subscribe. These will be informational calls – not sales calls -and help us to keep you informed about your Comcast service. Thank you. ,dnc
  143. Do not mail Subscribed Sure, I will do that. Let me verify your address and account information. This address has been added to the Comcast Do Not Mail List. Please be aware that you still might get additional promotional mail which might have already been sent by Comcast within the next 60 days. After that time, these mailings should stop. Plus, please be aware that you might also get mail from Comcast from time-to-time regarding the services to which you currently subscribe. These might be notifications and other information to help us to keep you informed about your Comcast service. Thank you. ,dnms
  144. Do not mail non subscribed Sure, I will do that. Let me verify your address. This address has been added to the Comcast Do Not Knock List. Please be aware that you still might be visited by a Comcast representative within the next 30 days as we update our lists. After that time, this will stop. Thank you. ,dnmn
  145. Do not knock Sure I will do that. Let me verify your address. This address has been added to the Comcast Do Not Knock List. Please be aware that you still might be visited by a Comcast representative within the next 30 days as we update our lists. After that time this will stop. Thank you. ,dnk
  146. Inactivity Spiel Inactivity 1 Are you there? ,in
  147. Inactivity 2 I hope we didn't lose each other. Are we still connected? ,in1
  148. Inactivity 3 It appears you've left the chat. Thanks for choosing Comcast and have a great day! If you need more assistance, you can chat with one of our customer support specialists 24/7 at https://www.comcastsupport.com/ChatEntry/ ,in2
  149. Transition to sale Transition to sale While looking into your account, I noticed you only have …….. service. I would like to take just a few minutes to make sure you're getting the best value for the services you need. ,TRS
  150. Transition to sale Would you like to get the best value from our services, I might have an awesome offer for you, which I would like to discuss once I resolve your concern. ,PC2
  151. Package available with low price comparing to what customer have now Customer name, would you like to save some money? ,PC3
  152. Objection handling Objection handling for CDV I understand your hesitation but once you start using it, you will love its features. ,OP
  153. Objection handling for CDV We offer best call clarity, ability to call anywhere anytime in the US for the same monthly price, ability to keep the same telephone number, non-published directory listing service available, access to E-911 facility. ,OP1
  154. Objection handling for CDV With our phone service, calling 911 will be automatic, even when the person in need hasn't spoken yet! Your name and address are automatically forwarded by the call center to 911. ,OP2
  155. Objection handling for CDV If you use a smartphone, you can also enjoy our Text Messaging service on your Android or Apple devices, or online at Comcast.net, at no additional monthly charge. ,OP3
  156. Objection handling for CDV I am confident that you will enjoy this service. ,OP4
  157. Objection handling for CDV We provide Interactive functionality: Caller ID on TV and Caller ID on PC, Text Messaging, XFINITY Connect Webmail, Online billing, Voice 2go. ,OP5
  158. Objection handling for CDV Please give me an opportunity to explain what features we are offering. ,OP6
  159. Objection handling for CDV We offer: Call Forwarding Selective, Call Return, Call Screening, Call Waiting (optional), Caller ID, Caller ID Blocking Per Call/Line, Caller ID with Call Waiting (Call Waiting optional), Repeat Dialing, Speed Dial, Enhanced Voicemail (optional at no additional cost with Unlimited, fee for Local With More customers), ,OP7
  160. Objection handling for CDV I understand how you feel. Since my cell phone is my primary phone, I felt the same way until I lost it. I found that by having home phone service, I was able to contact my cell phone provider and continue to conduct other business while waiting for a phone replacement. ,OP8
  161. Objection handling for CDV Most customers enjoy savings when they bundle their services. With XFINITY Voice, you can make unlimited calls to your family nationwide and also save on your cell phone bill. ,OP9
  162. Customer with no handset No issues, you can download Xfinity connect app from either iTunes or Play store and convert any smartphone, tablet or even an iPod into a smartphone ,OP10
  163. Customer says I do not have handset Buying a handset is just a one time cost, I know you will not like to miss phone service just because of this. ,OP11
  164. Objection Handling for cable Service Comcast cable services are the best in the industry and we stand by our product. I can assure you that you will enjoy our services. ,OP12
  165. Objection Handling for Home security XFINITY Home is always watching so you don't have to. With 24/7 fire, medical, police, and carbon monoxide monitoring, live indoor and outdoor video monitoring from your iPhone app or PC, real-time text or email alerts, and emergency cellular back-up in the event of an internet outage, you are always covered. ,OP13
  166. Objection Handling With Triple Play you will be able to enjoy Cable, Internet and Phone services provided by one company, that means one install, one billing statement, and one stop shop for superior customer service and support. You can also save money by bundling all 3 services. Would you like to reconsider? ,OP14
  167. Appreciate customer Appreciate tenured customer Thank you for being a loyal customer. We appreciate your continued service with us and loyalty to Comcast. ,AP
  168. Appreciate customer choice I'm confident you will enjoy the new services! ,AP1
  169. Appreciate customer choice Great choice! This package will provide everything you are looking for. ,AP2
  170. Home security Home security I would like to introduce XFINITY Home - a total home control solution. With remote access, email/text alerts and an easy-to-use touch screen, you can stay connected and control the security of your home whether you’re at home or on-the-go. XFINITY Home is a complete home management system that keeps you connected wherever you are. You can control the alarm, the temperature, and the lighting in your house without actually being there. ,HS
  171. Home security I can arrange a call back for you to have a complete discussion about our Xfinity Home service at your convenience. Would you like me to go ahead and schedule this call? ,HS1
  172. Home security Great! May I have you preferred contact number and a best time to call you back? ,HS2
  173. Confirmations Confirmations How does that sound to you? ,Conf
  174. Confirmations I have scheduled the installation for …. ,Conf1
  175. Service assurance Service assurance Comcast cable services are the best in the industry and we stand by our product. I can assure you that you will enjoy our services. ,ohCa1
  176. ETF explanation ETF explanation Please note as long as you keep any 1 service with Comcast, an early termination fee would not apply. You may upgrade, side grade and downgrade all lines of business without penalty. ,agr
  177. Account Inquiries Balance: I am seeing an outstanding amount of $... is showing on your account. ,bal
  178. Billing Cycle: Your billing cycle is from …… to … ,Del2
  179. MRC: Your monthly rate for services excluding taxes and fees is: ,mrc
  180. Due Date: The payment is due on….. . A late fee will be assessed on your account if the payment is not made after this date. ,due
  181. Cut Off Date: It appears that your bill is prorated. Your billing date is (insert bill date). Any changes made in current package after billing date, reflects in next billing statement. ,BC
  182. Soft Disco Date: Your services are scheduled to be interrupted on …………. Please pay an amount of $.... to avoid service interruption. ,del3
  183. NPD on account I apologize for the inconvenience. Services are interrupted due to an outstanding amount on the account. Services will automatically be restored once payment is posted to the account. ,Del4
  184. Payment Options Provide the Payment options "Do you know that we offer a lot of payment options? Here are the following ways to pay your bill:
  185. - By logging in to your account online at www.Xfinity.com
  186. - You may pay over the phone by calling 1-800-Xfinity and using our automated system or speak to a live agent
  187. - You may also pay by chat by initiating a chat session with our representatives. Just go to this link: http://www.comcastsupport.com/chat
  188. - Or you may visit one of our payment locations. They can process payment by cash check or credit card." ,PAYO
  189. Payment center Let me get the address and contact information for the nearest payment location. ,payc
  190. Payment center You can also search other locations online at the following address:  http://www.comcast.com/Corporate/shop/retail/StoreLocator.html ,payc1
  191. Payment center Details of nearest payment center is:  ,payc2
  192. Online payment steps Online payment steps For making one-time payment online, follow these simple steps:  ,onp1
  193. Online payment steps Sign in to My account with your Primary Comcast User ID and Password and click the "My account" link on top of the page. ,onp2
  194. Online payment steps Select amount to pay. (Total amount due, past due amount or another amount) Then, select Bank account or Credit Card option, enter the payment details, and click on Continue button. ,onp3
  195. Online payment steps Review the payment amount and click the yellow Confirm button to process your payment. ,onp4
  196. Online payment steps You will receive a confirmation that your payment has been submitted. You can print the confirmation or, click the yellow I’m done button. ,onp5
  197. Online payment steps Please be updated that payment through credit card/checking account can take up to two days to reflect on the account. ,onp6
  198. Online payment steps Just to recap, I have provided you the steps for processing a one time online payment through My Account. ,onp7
  199. CAE Payment Payment processing I will be happy to process the payment via chat. ,payp
  200. Balance inq I can see that current balance on the account is ,pbal
  201. Balance inq I can see that current balance on the account is<Insert Balance> which includes <Insert Past Due> past due balance of previous month. ,pbal1
  202. CC types supported Comcast currently accepts payment via all major credit cards including Visa, MasterCard, American Express and Discovery. ,pay1
  203. CC Link Please be assured the link shared to fill in credit/debit card details are safe and secure. ,pay2
  204. Payment processing I have successfully processed the payment of $... on your account. Just a heads-up, there is a one time payment processing fee of $5.99. ,pay3
  205. Payment processing The payment will be posted on account within 24 - 48 hours. The payment confirmation number is: <Insert Confirmation Number> ,pay4
  206. Payment processing Just to recap, I have processed payment of $.... and confirmation number for the same is……... The payment will reflect on the account within 24 - 48 hours.  ,pay5
  207. Unable to process payment I am sorry, I am getting an error while processing the payment. The system is not accepting the credit card, please reconfirm the credit card details for me. ,npay
  208. Unable to process payment The payment is still not processed due to an error with the credit card. I would request you to check back with your bank to verify issues with credit card information. ,npay1
  209. IVR Payment Payment via IVR You can make the payment through our Automated Phone System by dialing 1-800 Xfinity or 1-800-934-6489 ,ivr1
  210. Payment via IVR You just need to follow the prompts to process the payment. Please keep your Comcast account number and phone number associated with the account handy. ,ivr2
  211. Payment via IVR Just a heads up, there will be a one time payment processing fee of $5.99. ,ivr3
  212. Payment via IVR Just to recap, I have provided you the steps to make the payment through our Automated Phone System by dialing 1-800 Xfinity or 1-800-934-6489 ,ivr4
  213. Mail Payment Address for payment mailing I can definitely help you with mailing address details to make a payment. Please note the account number details on the check or money order. Please do not mail cash. ,mpay1
  214. Address for payment mailing Mailing address to send the payment is:  ,mpay2
  215. Address for payment mailing Please allow 7 - 10 business days for the payment to reflect on the account once it is cleared with the bank. ,mpay3
  216. Address for payment mailing Just to recap, I have provided you the mailing address to make payment. ,mpay4
  217. Auto pay Auto pay sign up Signing up for Automatic Payments is fast and easy. Go to www.comcast.com/ecobill ,apay1
  218. Auto pay sign up Sign in using your email address and password (If you don’t have a password, click "Create an Account" and follow the instructions to set one up.) ,auto1
  219. Auto pay sign up Click on "Set Up Automatic Payment" ,auto2
  220. Auto pay sign up Choose a payment method. ,auto3
  221. Auto pay sign up Enter the bank/credit and billing information and click "Next" ,auto4
  222. Auto pay sign up Accept the terms and agreements and click "Enroll" ,auto5
  223. Auto pay sign up Auto pay will take 30-45 business days to get activated. ,auto6
  224. Auto pay sign up Just to recap, I provided you the steps for setting up auto payment. Auto pay will take 30-45 business days to get activated. ,auto7
  225. Overpayment Payment confirmation The payment made on the account is still pending. ,da
  226. Payment confirmation As payment is still pending, this can be easily cancelled. All you have to do is to contact your bank to reverse the payment made. ,da1
  227. Payment confirmation I have left a note on your account regarding the billing inquiry you made today. ,da2
  228. Payment confirmation Just a quick recap, I have confirmed payment status, since payment is pending, you can contact the bank for a stop payment request. ,da3
  229. Payment confirmation I have checked, and I see a payment is reflecting on the account. ,opay
  230. Payment confirmation Please do not worry. The extra payment made will automatically be adjusted against your next bill. ,opay1
  231. Payment confirmation I understand your concern. To reverse the overpayment I am required to escalate this to a higher fix agency who will be processing the refund for overpayment made on the account. ,refp
  232. Refund for over payment Could you please confirm the method of payment ? ,mpay
  233. Refund for over payment May I also have a reliable contact number where our higher fix agency can best reach out you if needed? ,cont
  234. Refund for over payment The refund may take 2-3 weeks to process. Our dedicated team will call you within 24-72 hours to update on the status of the ticket. Please stay connected while I process the refund ticket for you. ,refp1
  235. Refund for over payment Thank you for waiting. I have successfully processed the escalation ticket. ,refp2
  236. Refund for over payment Just to recap, I have created the ticket to refund the overpayment made on your account. You can expect a call within 24-72 hours. Ticket number for your reference is ,refp3
  237. Cust confirmed over payment Just to recap, I have confirmed the overpayment process with you. This will automatically be adjusted against your next month's bill. ,opay2
  238. Payment reversal Payment reversal I can see payment of $....is posted on the account. ,misp
  239. Payment reversal We are unable to initiate an immediate reversal of payment. However, do not worry, I will escalate this concern to a higher fix agency who will complete the adjustment on your account. ,misp1
  240. Payment reversal May I have a reliable contact number and email address where we can best reach you? ,pco
  241. Payment reversal Our higher fix agency will be contacting you within 24-72 hours to complete the ticket. I will be creating the escalation ticket now. May I have 2-3 minutes for this, please? ,misp2
  242. Payment confirmation Payment confirmation There is no payment posted on the account. Have you contacted your bank to verify if payment is debited from account or not? ,meft
  243. Payment confirmation I understand that the payment is debited from the account, however it is still not reflecting on the account. ,meft2
  244. Payment confirmation I can escalate this to a higher fix agency to perform a payment research. May I have your preferred contact number where they can best reach you? ,meft3
  245. Payment confirmation The payment of $... is not reflecting on account. ,meft4
  246. Payment confirmation Just to recap, I have informed that payment is still not posted on the account, however we have escalated the issue to our higher fix agency. You can expect a call from them within 24-72 hours from now. Ticket number for your reference is:  <Insert Erone Ticket> ,meft5
  247. Payment Research Payment confirmation Just to recap, I have verified that payment of <Insert Amount>is reflecting on your account. ,conp2
  248. Credit Card Payment As the payment was made through credit card. Have you contacted your bank to verify if payment is debited from the account or not? ,ncrd
  249. EFT Payment As the payment was made through an Electronic Funds Transfer. Have you contacted your bank to verify if payment is debited from the account or not? ,neft
  250. EFT Payment research I understand that the payment is debited from the account, however, I'm afraid that the payment is still not reflecting on the account. ,npy1
  251. EFT Payment research What I can do instead is that I can escalate this to a higher fix agency to conduct a research on the payment made. May I know a reliable contact number where they can best reach you? ,npy2
  252. EFT Payment research You can expect a call within 24-72 hours. ,npy3
  253. Check Payment research I understand that the payment was made through check. Check payments typically get posted on the account 7-10 business days after it was sent. May I know when payment was sent. ,nchk
  254. Check Payment research I understand that the payment was sent more than 10 business days ago, however I'm afraid that the payment is still not reflecting on your account. What I can do is escalate this to a higher fix agency to conduct a research on the payment made. ,cer1
  255. Check Payment research Our higher fix agency will be calling you within 24-72 hours to update regarding the lost payment. May I know a reliable contact number where they can best reach you? ,er1
  256. Check Payment research I have successfully created the Payment Research request. The ticket number for your reference is:<Insert Erone Ticket> ,er2
  257. Check Payment research Just to make a recap, I have resolved your concern by verifying that payment is still not posted on your account, however we have escalated the issue to our higher fix agency. You can expect a call from them within 24-72 hours. The ticket number for your reference is:  <Insert Erone Ticket> ,cer
  258. Educate check clearing time Would like to inform that check payment takes 7-10 business days from the mailing date to reflect on account. ,chk
  259. Educate check clearing time Just to recap, I have informed that it takes 7-10 business days from the mailing date to reflect on the account. You can expect the payment to be posted on your account by <Insert Date>. ,chk2
  260. No Payment Credit card Currently payment is not reflecting on the account. Electronic payments normally get posted on the account within 24-72 hours. May I know when payment was made? ,wen
  261. Credit card I can help you make a payment here in live chat or you can make an online transaction through My Account on the web site or through our Automated Phone System by dialing 1-800 934 6489. ,pwen2
  262. Credit card Just to recap, I confirmed that payment is not posted on your account yet. ,pwen3
  263. Credit card I have checked account, payment is not posted yet. Electronic payments normally get posted on the account within 24-72 hours. I will request to check after 24 hours. This will help to avoid double payments. ,wen1
  264. Credit card Just to recap, I confirmed that payment is not posted on the account yet. I would recommend not making another payment within next 24 hours to avoid double payment. You may check the account after 24 hours to verify if the original payment pushed through. ,wen2
  265. Credit card payment not reflecting I do see a current payment reflecting on your account. Since the payment was made 24 hours ago and is not debited from your bank, this confirms that the payment has not yet gone through. ,pwen1
  266. Credit card payment not reflecting I can process the credit card payment here in live chat or you can make the payment online through My Account, or through our Automated Phone System by dialing 1-800 Xfinity or 1-800-934-6489 ,pwen4
  267. Credit card payment not reflecting Just to recap, I have resolved your concern by verifying that payment is not posted on account yet. I would recommend to not process another payment and check again after 24 hours. This will help us avoid unnecessary double payments. ,wen4
  268. Prorate Bill explanation Prorated Charges Prorated charges or credits is the difference between the old and new service packages from the date changes were made to the end of the billing cycle. ,prc1
  269. Prorated Charges Comcast bills one month in advance. The recent change made in the services would reflect as prorated charges/credits in the next bill. ,prc2
  270. Prorated Charges I see here that you have added <Insert New Package> in the middle of your billing cycle. ,prd1
  271. Prorated Charges <Insert Prorated Charge> are prorated charges on your bill for the new service added to your account. ,prd2
  272. Prorated Charges This service was added on: <Insert Date> ,prd3
  273. Prorated Charges As you have changed <Insert Old Package>on your account, where monthly charges were more than the current package. You can see prorated credits of < insert the credit amount> on the account. ,prc3
  274. Prorated Charges This service was removed on: <Insert Date> ,prc4
  275. Prorated Charges Total prorate charges and credits on the account is <Insert Total Partial Charge> ,pr1
  276. Prorated Charges You bill cycle is ( write bill cycle duration) ,pr3
  277. Prorated Charges To recap, we clarified that the reason for the bill increase was the prorated charges which occurred because of recent changes made in services on the account. The current monthly rate on the account is: ,pr4
  278. Promotion Roll-Off Promotion roll off The promotional price of your service has ended and now you are paying regular charges for the current services. ,pend4
  279. Promotion roll off The promotion on the account was for <write promotion duration> ,pof1
  280. Promotion roll off Which has rolled off to regular rates <Insert Regular Rate> and resulted in an increase. ,pof2
  281. Promotion roll off Just to recap, the increase in your bill was due to promotional roll off. The current package price is ,rcp9
  282. One time charges Installation I can see that the bill is looking high because of one time installation charges of <Insert Amount> . ,ins
  283. Failed SIK Charge I checked that you originally ordered the services with a self-installation kit (SIK). However, a technician was sent to install the services later when the self-installation was not successful. ,fsik
  284. Failed SIK Charge As equipment sent in SIK earlier was not working, I will be waiving the failed SIK charges of $.... On the account. ,fsik2
  285. Failed SIK Charge Failed SIK charge is valid and cannot be waived as this fee covers the installation charges for the services that the technician performed to get you up and running. ,fsik3
  286. Credit Request I am pleased to inform you that an adjustment of $... is applied to your account. You should see the credit in the next 1 to 2 billing cycles. ,cr
  287. Credit Request To recap, I have processed a credit of $.... on your account. You should see the credit in the next 1 to 2 billing cycles. ,cr1
  288. Bill explanation Bill explanation Just to recap, I have explained the charges on the bill to you. ,rcp10
  289. Professional install Professional install I can see that services were installed on <Insert Date> ,Pro
  290. Professional install I have verified from account notes that you were informed of a different installation charge. ,Pro1
  291. Professional install I apologize for inconvenience. Let me go ahead and waive installation charges for you. ,Pro2
  292. Professional install I can validate from the account information that a commitment was made to waive installation charges. ,Pro3
  293. Professional install I apologize if a different installation fee was quoted to you, let me go ahead and waive installation charges for you. ,Pro4
  294. Professional install I am sorry to inform you that there is no supporting information about the installation charges quoted to you in the amount of $... ,Pro5
  295. Payment Reversal Payment reversal charges I can see that a payment of $... was reversed on <Insert Date>. As a result a payment reversal charge of $...was added to your account. ,prv
  296. Payment reversal charges When Comcast receives a payment, we make an initial attempt to extract funds from the customer's account. If there are insufficient funds, the payment is processed for a second time. This second attempt happens within two business days of the initial attempt. ,prv1
  297. Payment reversal charges Post second attempt, if still there are insufficient funds, our accounting team will apply EFT reversal fee charges to the account. The service will also be scheduled for Non-Pay Disconnection. ,prv2
  298. Payment reversal charges Can you check to see if the wrong bank account or routing number was entered while making the payment. ,prv3
  299. Payment reversal charges We do not have direct access to your bank account information. You may contact bank for payment reversal reason. ,prv4
  300. Customer disputing Payment reversal charges We do not have direct access to your bank account information to check payment reversal reason. However, I can escalate this concern to our higher fix agency to investigate further. ,Per
  301. Customer disputing Payment reversal charges We may require a copy of your bank statement to aide with the investigation process. Our higher fix agency will be calling you within 24-72 hours. May I have a reliable contact number and email address where they can best reach you? ,Per1
  302. Customer disputing Payment reversal charges I have submitted a ticket to our payment research team. They will be contacting you within next 24-72 hours. ,Per2
  303. Trouble Call Charges Trouble Call Charges The bill is looking higher than regular because of one time technician visit charges of <Insert Amount>. ,tcc
  304. Trouble Call Charges The technician visit was scheduled for < Insert date> to resolve <Cable, Internet, Phone> issue. ,tcc1
  305. Trouble Call Charges To recap, I have processed a credit of $.... on your account. You should see the credit in the next 1 to 2 billing cycles. ,cr1
  306. Trouble Call Charges-Legitimate I am sorry to inform you that the trouble call charges can not be waived if during technician visit it is identified that the issue occurred due to inside wiring or customer owned equipment. ,tcc3
  307. Trouble Call Charges-Legitimate The account shows that charges are genuine, however as you are a loyal customer, I can waive the trouble call charges of $.... as a one time courtesy credit. ,tcc7
  308. Trouble Call Charges-Legitimate I am pleased to inform you that an adjustment of $... is applied to your account. You should see the credit in the next 1 to 2 billing cycles. ,cr
  309. Trouble Call Charges-Legitimate To recap, I have processed a credit of $.... on your account. You should see the credit in the next 1 to 2 billing cycles. ,cr1
  310. Trouble Call Charges-Legitimate Just to recap, I have explained the trouble call charges applied on your account ,tcc8
  311. Trouble Call Charges-inquiry The issue with your services was caused by internal wiring inside your home. However, I can see here that you have signed up for the Service Protection Plan which would cover the charges. ,tcc4
  312. Trouble Call Charges-inquiry Since you currently have the Service Protection Plan, I am able to request for a credit to waive the Trouble Call Charges on your bill. ,tcc5
  313. Trouble Call Charges-inquiry I am pleased to inform you that an adjustment of $... is applied to your account. You should see the credit in the next 1 to 2 billing cycles. ,cr
  314. Trouble Call Charges-inquiry As a recap, I have processed a credit of $.... on your account. You should see the credit in the next 1 to 2 billing cycles. ,cr1
  315. Trouble Call Charges-inquiry Since the issue was caused by the Comcast equipment, I will be waiving the Trouble Call Charges on your bill. ,tcc6
  316. PPV/VOD Charges Explain PPV/ VOD charges I have checked here that the additional charges in the bill is due to PPV/VOD purchase of $... on your account. ,pv
  317. Issue while ordering PPV I apologize for encountering technical issues with the VOD/PPV. May I know if you have reported this issue? ,pvt
  318. Issue while ordering PPV I can see supporting notes on the account that you have reported the issue encountered with VOD/PPV. Let me go ahead and credit these charges for you. ,ppv
  319. Issue while ordering PPV- not reported I am sorry to inform there are no supporting notes on account to validate issue encountered while viewing PPV/VOD. ,pvt2
  320. Issue while ordering PPV I can check that movie purchased was viewed for <Insert View Minutes>. Thus, charge for the PPV/VOD are valid. ,pvt3
  321. Issue while ordering PPV Just to recap, I have explained you PPV/VOD charges on bill. ,pv1
  322. Issue while ordering PPV I apologize however, the movies order flow will require a couple of prompts to prevent accidental purchases. Since the VOD was purchased, the charge for the movie is valid. ,pvo
  323. Offer One Time Courtesy Since the movie was accidentally purchased, as a one time courtesy, I will process the credit request. ,pvo1
  324. Offer One Time Courtesy Please take note that any accidental purchases moving forward will be valid and we would not be able to process an adjustment anymore. ,pvo2
  325. Set a Purchase PIN To prevent accidental purchases in the future, I would recommend you to setup a Purchase PIN for your account. Here are the steps to create a PIN: 1. Press the Menu button on your remote 2. Select the Menu icon to display the Main Menu 3. From the Main Menu, select Setup – then select Parental Control Setup 4. If you have never created a Locks PIN, you will be prompted to do so now. Enter and confirm a 4-digit Locks PIN. 5. From the next screen, select PINs Setup. 6. On this screen, you can create a four-digit Purchase PIN ,pvo3
  326. Late Payment I apologize for the inconvenience, let me take care of late fee applied on the account. ,lfe1
  327. Late Payment Since the delay in payment was due to an error in the bill, I will waive the late fees charges on your account. ,lfe2
  328. Late Payment Late payment charges are valid, as the payment made on account was after due date. ,lfe3
  329. Late Payment I can see here that you have been a loyal customer with Comcast, let me credit late fee charges of $...as a one time courtesy. ,lfe4
  330. Reactivation Fees Reactivation Fees Inq I can see a reactivation fee of <Insert Fee Amt> was applied on the account to activate services post non pay disconnection. ,rfe
  331. NPD Due to system error I understand reason for delay in making payment. ,rfe1
  332. NPD Due to system error Since the account was suspended due to system error, I will waive reactivation fees of $... on your account. ,rfe2
  333. Reactivation Fees Inq I apologize, as the account was restored after the non pay disconnect the reactivation fees are valid. ,rfe3
  334. Reactivation Fees reversal As you are a loyal customer with Comcast, let me waive reactivation fees of $.... on your account as a one time courtesy credit. ,rfe4
  335. Reactivation Fees reversal Please note that any reactivation fees applied to the account because of non pay disconnection going forward would be valid. ,rfe5
  336. Equipment Disputes Unreturned Equipment Charges I can see an unreturned equipment charge of <Insert amount> on account post service disconnection. ,uneq
  337. Unreturned Equipment Charges Please confirm if you have already returned the equipment? ,uneq1
  338. Equipment returned I can see that unreturned equipment charges are not yet added to your bill. To avoid these charges in your future bills, ensure all equipment is returned as promptly as possible. ,uneq2
  339. Equipment not returned Please visit nearest service center in your area to return the equipment and keep the return receipt with you for future reference. ,uneq3
  340. Unreturned Equipment receiving - Charges showing in the bill I am seeing that the unreturned equipment now showing on the account, any fees will be reversed within 1 to 2 billing cycles. ,seq
  341. Unreturned Equipment receiving - Charges not showing in the bill Please do not worry as equipment is returned, there will not be any charge for unreturned equipment on the account. ,seq1
  342. Unreturned Equipment receiving Just to recap, I have confirmed that unreturned equipment charges will not be added on your bill as equipment is already returned. ,seq2
  343. Unreturned Equipment showing on account I can see that the equipment Serial Number is still associated with your account and has not been removed yet. ,eqer
  344. Unreturned Equipment showing on account Can you please confirm when and how you return the equipment? ,eqer1
  345. Unreturned Equipment showing on account Do you have return receipt with you? ,eqer2
  346. Unreturned Equipment showing on account Returned equipment is not showing on the account. Please allow me to escalate this to a higher fix agency who will investigate further. They will contact you within 24-72 hours to update regarding the research. May I have a reliable contact number and email address for updates? ,eqer3
  347. Equipment Unreturned As the equipment is still with you, charges are valid. As soon as equipment is returned the charges will be reversed. ,neq1
  348. Equipment Unreturned Please visit nearest service center in your area to return the equipment and keep the return receipt for future reference. ,eqc1
  349. Equipment Unreturned Just to recap, we can remove equipment charges once it is returned. ,neq2
  350. Own Equipment Customer charged for own equipment I can see that equipment rental was added to the account on<Insert Date>. ,coeq
  351. Customer charged for own equipment I can process an account correction to remove equipment charges on your account. ,ceq1
  352. Customer charged for own equipment I have removed equipment charges on your account. ,coeq2
  353. Customer charged for own equipment I have made the back dated changes starting from <mention date> to <mention date>. The total credit of $.... is applied to the account. ,ceq3
  354. Customer charged for own equipment Just to recap, I have made backdated changes for equipment charges and have applied credit of $..., which will reflect on next month's bill statement. ,coeq3
  355. Customer charged for own equipment >60 days We can only waive back dated charges up to 60 days. Thus, I will be able to waive $.... ,nceq1
  356. Payment Arrangements Set up expectation Payment arrangements  can only be done by collection team. However, let me review your account first and see what I can do for you. Would that be alright? ,ptp3
  357. Unable to extend PTP I apologize, I will not be able to extend promise to pay on the account. ,ptp4
  358. Refer to collections I would request that you please contact our Collection Team at 1-800-Xfinity (1-800-934-6489). Business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM. They will update you about options available. ,ptp5
  359. Notes updating I will also notate your account regarding the extension/payment arrangements issue. ,ptp6
  360. Notes updating For your convenience these notes will always be available on your account for future reference. ,ptp7
  361. Promotions not available -Refer Retention Retention support After reviewing our current offers, I am afraid that the promotions available with us are mostly upgrades and new services. ,ret
  362. Retention support Please contact our Customer Solution Team at 1-800-XFINITY (934-6489). Business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM ,Ret1
  363. Retention support Sometime they have different offers than what we have online. ,Ret2
  364. Notes updating I will make the required notation on the account regarding your concern,  our Loyalty team will review the notes and will offer the best promotions that are currently available. ,Ret3
  365. Seasonal hold Set up expectation A temporary vacation hold can be setup by the Seasonal Team  only. ,seah
  366. Seasonal hold Please contact our Customer Solution Team at 1-800-XFINITY (934-6489). Business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM. Please request a seasonal or temporary disconnection. ,SHE
  367. Moving of services Transfer services Just to set up proper expectations, transfer of services request is handled by our Movers Edge Team. ,mov
  368. Transfer services I would request you to please contact Movers Edge Team  at 1-877-431-4823 Business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM. ,mov2
  369. I-tab Private note I-tab Private note Address,name,phone number and account verified from I-tab ,itab
  370. Pleasantries Pleasantries That is great! ,cc6
  371. Pleasantries You are most welcome. ,We
  372. Pleasantries Thank you for this detail. ,Tst
  373. Pleasantries Thank you! I really appreciate that. ,Ta
  374. Pleasantries Thank You. ,Thx
  375. Promotion roll off Promotion roll off We offer a wide range of services and promotions based on eligibility criteria. Please give me an opportunity to explain the promotions available for you. ,pend
  376. Promotion roll off Once the promotion is over, you will be charged regular price for the package, which is… ,pend1
  377. Promotion roll off I apologize we are unable to extend the promotional price, however I can certainly review your account to ensure you are getting the best value for your money. ,pend2
  378. Order confirmation You will receive an email confirming the details of your appointment. ,Sik12
  379. Service disconnection Cancel Reason May I know the reason for cancelling the services? ,Can
  380. Service disconnection "Customer name", you can request a cancellation of service either via email or by calling our dedicated helpline number. ,dis
  381. Service disconnection You can email your cancellation request at: https://chat.xfinity.com/Forms/cancelService and our Loyalty Team will take care of this for you. ,dis1
  382. Service disconnection They will give you a call within 24-48 hours to verify this request, once done they will process your request. ,dis2
  383. Service disconnection You can also call our Customer Loyalty Team at 1-800-XFINITY (934-6489) & follow the prompts to "cancel service" or "downgrade service." The business hours: Monday – Friday: 8AM to 9PM & Saturday: 8AM to 1PM ,dis3
  384. Service disconnection Please return your Comcast leased equipment at nearest Comcast or UPS store within 30 days after the account disconnection. ,req
  385. Password change steps Password change steps I will be providing you with a password reset code and a link to enter the code. It's important to note that the code is temporary, and will expire soon. The link will open a new window, so please return to this chat window and confirm once your password is reset. ,Pass
  386. Password change steps Now I will provide you the login link and the reset code. Please do not click on the link till we share reset code. ,Pass1
  387. Password change steps Once you are on the page, you would need to 1. Enter your username. 2. Enter captcha on the next page. 3. Enter the Reset Code 4. Create new password ,Pass2
  388. Password change steps The link to change password is http://xfinity.com/password ,Pass3
  389. Password change steps Are we good so far? ,Pass4
  390. Password change steps Your username is: ,Pass5
  391. Password change steps The reset code is ,Pass6
  392. Password change steps This code would expire in 15 minutes. ,Pass7
  393. Future steps Once you are logged in, please update the secret question, under " Settings" tab. Go on "Username, password and PINs" option and click on secret question. If you forgot password in future, by answering this question, you can create new password. ,Pass8
  394. Bill Pay online Bill Pay online You can view and pay your bill by login on My account and then select "Billing " tab. It will give you options to make payment as well as view bill details. ,Bpay
  395. Promotions & Packages Internet Plus Package I can offer you a Internet plus bundle package at a promotional price. In this package you will get a Performance internet (25 mbps speed) + Limited basic cable (25+ cable channels ) + Free HBO premium channel + Free Streampix + 1 cable box at zero rental. ,IP1
  396. Internet Plus Package Internet Plus is a new package that offers Performance Internet and Limited Basic XFINITY TV service with Streampix and HBO. You will also get the XFINITY TV Go app with Fox, NBC and Streampix along with other video apps like HBO Go and Watch ABC, Internet speeds of up to 25 Mbps, unlimited instant streaming of hit movies and entire TV seasons on any screen and primetime shows like The Big Bang Theory, Parks and Recreation, The Black List, New Girl and Family Guy are available via XFINITY On Demand the very next day! ,IP2
  397. Internet Plus Package Limited Basic cable offerings may include retransmitted broadcast signals as well as local and access programming. In addition, regional and national cable network programming may be provided. Channels included in Limited Basic are CBS, NBC, FOX, ABC, WB, CN8, UPN, QVC, PBS, Univision, PAX, C-SPAN, and C-SPAN2 ,IP3
  398. Latino 2175 I can offer you a Latino 2175 bundle package at a promotional price of $59.99. In this package you will get a Performance pro internet (75 mbps speed) + 130 digital cable channels (70 English+ 60 Spanish channels ) + 1 cable box at zero rental ,LAT1
  399. Blast Internet Package Blast Plus includes Blast Internet and Digital Economy with Streampix. This bundle will give you Internet speeds of up to 75 Mbps and enjoy access to over 50 digital quality channels including some of the most popular cable networks such as USA, Lifetime, History Channel, Food Network, Disney Channel, Comedy Central, and Discovery. ,BPI1
  400. Blast Internet Package I can offer you a Blast Internet plus bundle package at a promotional price . In this package you will get a Blast internet (<insert speed>mbps speed) + Digital Economy cable (50+ cable channels ) + Free Streampix + 1 cable box at zero rental ,BPI2
  401. Blast Internet Package You will get this package at cost of $ <insert amount> per month rental in bill charges for next 12 months without agreement. However , you will get a $ 5 amount discount if you sign up for eco bill for next 12 months . So, this package costs you $ <insert amount> per month rental ,BPI3
  402. Starter Triple Play We have an ongoing promotion for Triple Play Package that has Digital Starter Cable package with over 140+ channels + High Speed Internet with download speed of 75 mbps + Digital Voice services that includes unlimited nationwide calling and 12 popular calling features. With XFINITY Voice Unlimited you will have unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. You will also get a Free Standard Cable box with this promotion ,stp
  403. Complete XF Triple Play We have an ongoing promotion for Triple Play Package that has HD Complete Cable package with over 260+ channels + Free Premium Channels (Sports Entertainment Package+ HBO+ Starz + Streampix + Showtime + Cinemax + TMC)+ Free Any Room DVR + up to 3 HD terminal + <Insert Speed Tier information> + Digital Voice services that includes unlimited nationwide calling and 12 popular calling features. With XFINITY Voice Unlimited you will have unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. ,ctp1
  404. Premier XF Triple Play We have an ongoing promotion for Triple Play Package that has HD Premier Cable package with over 260+ channels + Free Premium Channels (HBO+ Starz + Streampix + Showtime + Cinemax + TMC)+ Free Any Room DVR + <Insert Speed Tier information> + Digital Voice services that includes unlimited nationwide calling and 12 popular calling features. With XFINITY Voice Unlimited you will have unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. ,prmtp
  405. Preferred Plus XF Triple Play We have an ongoing promotion for HD Preferred Extra Triple Play Package that has HD Preferred Plus Cable with over 220+ channels + Free Premium Channels (<insert names>)+ Free X1 HD box + <Insert Speed Tier information> + Digital Voice services that includes unlimited nationwide calling and 12 popular calling features. With XFINITY Voice Unlimited you will have unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. ,prfdtp1
  406. Preferred XF Triple Play We have an ongoing promotion for HD Preferred Triple Play Package that has HD Preferred Cable with over 220+ channels + Free Premium Channels (Starz)+ Free X1 HD box + <Insert Speed Tier information> + Digital Voice services that includes unlimited nationwide calling and 12 popular calling features. With XFINITY Voice Unlimited you will have unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. ,prfdtp
  407. Outage Outage Let me check if there is any outage in your area. ,OUT1
  408. Outage Our Network Engineers are doing some maintenance work in your area, but it should be resolved within ……. hours. ,OUT2
  409. Outage You can also check outage status on following link: https://customer.xfinity.com/help-and-support/cable-tv/outages-in-your-area ,OUT3
  410. Billing Cycle/Payment Due Date Apology I understand you want to change the billing due date. However, would like to inform that due date is based on the installation date (when services were activated) and can't be changed manually. ,BCC
  411. Spanish Customer English Script I apologize, I don't understand Spanish. I would request you to please send your messages in English. If you need support in Spanish, I would request you to please contact our Voice support at 1800-934-6489 ,sp
  412. Freebies Offer for central division customer only Since you are a sports fan, I can offer you Sports Entertainment pack at discounted rate i.e. $4.99*12 months. Normally this is approx. $10. ,FR
  413. Offer for central division customer only As you are a privileged customer, I can offer you X1 DVR for just $7.99 instead of $19.95. How does that sound? ,FR1
  414. Offer for central division customer only I can see that the cable service on the account is Digital Starter. We can increase the number of channels available by adding Digital Preferred tier for just $9.99. You can enjoy more channels this way. How is that? ,FR2
  415. Offer for central division customer only: Rep Sat As your ….. Service is not working due to Outage in the area. I can offer you free Starz/TMC/Streampix for 30 days. Which channel you would like to add? ,FR3
  416. Offer for West division customer only With this package, I can offer any one of the following; Starz, Showtime, Cinemax, at a discounted price of only $10. Which one would you like to add? ,FR4
  417. Offer for West division customer only I can offer you SPP for free for 1 month. How is that? ,FR5
  418. General Hold Snippets General Hold Snippets Please give me few couple of minutes to pull up your account information. Would that be alright with you? ,hl
  419. General Hold Snippets Would you mind waiting for a couple of minutes while I get you that information? ,hl1
  420. General Hold Snippets Thank you for your patience. Would you mind waiting for a couple more minutes? ,hl10
  421. General Hold Snippets Thank you for waiting; I appreciate your patience. I apologize for the wait being a little longer than expected. I just need a couple more minutes to get everything that we need to get this resolved. ,hl11
  422. General Hold Snippets Would you mind waiting for a couple of minutes while I research that for you? ,hl2
  423. General Hold Snippets Would you please give me a couple of minutes to access your account so I can provide you with the current balance? ,hl3
  424. General Hold Snippets Would you mind waiting for a couple of minutes while I look into this for you? ,hl4
  425. General Hold Snippets Thank you very much for patiently waiting. I apologize for it being a little longer than expected. ,hl5
  426. General Hold Snippets Thank you for patiently waiting. ,hl6
  427. General Hold Snippets Thank you for your patience. ,hl7
  428. General Hold Snippets I apologize this is taking more time than usual. Would you mind waiting for a couple of minutes while I finish? I would really appreciate it. ,hl9
  429. Credit Check Credit Check In order to process order on account I am required to do a Credit Check. This credit check will let us know whether we will be requiring a deposit from you or not. ,ch
  430. As per credit check result you need to pay deposit of $...... This will be refunded after 12 months of good paying history with Comcast. ,ch1
  431. ETF explanation ETF explanation Please note, as long as you keep any 1 service with Comcast, an early termination fee would not apply. You may upgrade, side grade and downgrade all lines of business without penalty. ,etf
  432. SIK/Installation Sik activation In order to activate your new box, please go online to www.xfinity.com/activate to be connected to the XFINITY Activation Web page. ,sik1
  433. Sik activation While on the XFINITY Activation Web page, verify your identity using your account number and your phone number. ,sik2
  434. Sik activation Complete activation by following the activation screens. ,sik3
  435. Sik activation You can also activate your new box by calling us at 1-855-OK-BEGIN (1-855-652-3446). ,sik4
  436. Sik activation "Please be handy with following information:
  437. 1) The phone number associated with your account.
  438. 2) The last four digits of the equipment serial number(s).
  439. 3) The location of the equipment (living room, bedroom, etc.). " ,sik5
  440. Sik activation As I am sending new box/modem, there will be a nominal 1-time shipping charges of <Insert Amount> and will reflect in your next bill. ,sik
  441. Sik Installation There have two options for service install. You may opt for a technician to come to your house and install the services or you can take advantage of our Self-Install Kit option. ,sit1
  442. Sik Installation A self-install kit allows you to add Comcast services at your own convenience without the fee of a professional installation. You can either have a self-install kit shipped or can pick a kit at your local service center. ,sit2
  443. Sik Installation Would you like to receive the self-installation kit or should I schedule technician visit for installation? ,sit3
  444. Sik Installation Don't forget, as part of our Comcast Customer Guarantee, we are available 24 hours a day, 7 days a week if you run into any problems with your installation. ,sit4
  445. Sik Installation Check out http://customer.xfinity.com/help-and-support/selfinstall to learn more about what to expect from shipping and delivery timeframes to instructions and setup guides for installation and activation. ,sit5
  446. Sik Installation You will receive an email confirmation with the appointment details. ,sit6
  447. CDV Scripts XFINITY Voice service will not operate during a power failure without a backup power source. A backup battery for Comcast-provided modems can be purchased from Comcast at any time for $35.00. Would you like to add this ? ,CDV11
  448. CDV Scripts I have made your number published with directory assistance as it is free of cost. Is it ok with you? ,cdv7
  449. ELOA ELOA for agreement In order to receive the pricing you have been quoted today, let me give you a link to accept the terms of this agreement. Please go to: http://www.comcast.com/eloa/English/agreement ,eloa
  450. ELOA for agreement Please note that if you do not accept these terms it will void the promotional pricing that I have offered you today. ,eloa1
  451. ELOA for agreement Enter your Account Number, the Order Date, your Zip Code, and the Security Code and click on 'Next' to confirm your acceptance and complete your order. ,eloa2
  452. ELOA for agreement As you are having an error while filling out the agreement, please call us on 1800-934-6489 within 24 hours to accept the agreement. ,eloa3
  453. ELOA for TPV To completely accept the agreement for phone number porting, please go to this link: http://www.comcast.com/eloa/English/tpv_e911 . Fill the Comcast Agreement Notice and fully understand the Terms and Conditions of the service you are getting, then click on 'Submit'. ,tpv
  454. ELOA for E-911 To complete the order, please go to this link: http://www.comcast.com/eloa/English/e911 ,e91
  455. Bill explanation Prorated Charges Your next bill will include prorated charges due to the change being made in the middle of the billing cycle. The amount is based on the day the service was added through the last day of your current cycle. ,prc
  456. Bill reference May I please know which month bill you are referring to ? ,bil
  457. Bill reference To provide you a speedy resolution, I would request you to please access your bill under "billing Tab". ,bil1
  458. Share Features Scripts Automatic Payment Sign in with your Xfinity email address and password, click "Set Up Automatic Payment", and enter your payment information. ,sh1
  459. Bill Payment "You can pay your bill without a convenience fee via following methods:
  460. 1) Online through our website at http://www.xfinity.com/bill-pay.html
  461. 2) In person at any of our service centers http://customer.xfinity.com/service-center-locations
  462. 3) Over the phone with our automated system at 1-800-934-6489 (1-800-XFINITY)
  463. 4) On your mobile device with our My Account app" ,sh2
  464. Sik activation You can get the easy instructions to activate your services at www.comcast.com/activate ,sh3
  465. If you have any questions about your Self-Install Kit, www.comcast.com/selfinstall will be able to answer most of them. ,sh4
  466. Self Help Reminders (Generic) Please note, we have self service help and tutorials at https://customer.xfinity.com/help-and-support/selfservice/ - to guide you on basic troubleshooting steps. ,sh6
  467. DVR Manager From Computer For instructions and setting up your DVR Manager from your computer: Please check - http://customer.comcast.com/help-and-support/internet/set-dvr-recordings-from-your-computer/ ,sh9
  468. Local Channel Lineup (Generic) You can view channel line up at: http://www.comcast.com/Customers/Clu/ChannelLineup.ashx ,sh10
  469. SIK FAQ's If you have any questions about your Self-Install Kit, www.comcast.com/selfinstall will be able to answer most of them. ,sh11
  470. Program Remote Please visit: www.xfinity.com/remotes for Programming info for your remote control, remote manuals and device programming codes ,sh12
  471. Xfinity Connect (Generic) Let me tell you about XFINITY Connect. Its Comcast's one-stop shop on the web for keeping in touch with friends and family. Manage your email, voicemail and contacts all from one convenient, powerful and easy-to-use tool. For more information you can visit http://www.xfinity.com/learn/internet/xfinityconnect/ ,sh13
  472. Summariazation Order Recap & Confirmation Number "Here is the recap of your order -
  473. [PACKAGE TITLE] at [SERVICE ADDRESS]Comcast Acct #:Order Reference #:
  474. Install Date/Time: Monthly Rate: $XX.XXRoll to: $XX.XX after 12 months
  475. Regular rate: $XX.XX after 24 months Install Fee: Equipment Charges:
  476. Contract Type:" ,sh7
  477. Order Finalization Before finalizing your order, we'll go over all of the charges, the install process, and the equipment delivery to make sure you don't have any questions. ,sh8
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