--- Conversation on 12/27/2024 ---

Xfinity Assistant (08:44 am): Hi ChristinaThe Xfinity payment you scheduled has
successfully processed. You're good to go! To review your bill and payment
details, sign up for automatic payments or paperless billing, you can go here:
https://customer.xfinity.com/billing/services TxtHelpOrStop

--- Conversation on 01/06/2025 ---

Xfinity Assistant (02:42 pm): Hi, it's Xfinity Assistant,You may be experiencing
issues with your Xfinity services due to a power outage in or around your area. If
you have power in your home, the network in your area may be damaged or without
power. Once power is restored and the area is safe, we'll have you back up and
running by approximately 01/06/2025 12:30 PM (Eastern). Stay safe and we
appreciate your understanding. We'll text you when it's resolved.Reply 1 to save
Xfinity as a contact. That way, you'll always know who's reaching out, and you can
easily contact us when needed. Otherwise, text OUTAGE for additional updates.Txt
help or stopMsg&DataRatesMayApply

Xfinity Assistant (04:17 pm): Hi, it's Xfinity Assistant.Your service interruption
should be resolved by 01/06/2025 12:30 PM. We're working quickly to get you up and
running again and will text you once your service is restored.Txt help or stop

Xfinity Assistant (05:50 pm): Good news - the Xfinity network servicing your home
was restored at approximately 12:33 PM Eastern! Thanks for your patience. Your
services should be up and running now as long as you have power in your home.Are
you still experiencing a power outage in your home?1 - Yes2 - NoTxt help or stop

--- Conversation on 01/17/2025 ---

Xfinity Assistant (10:19 pm): Hi, Xfinity here! Please provide feedback on your
most recent experience with Xfinity.\n\nThinking about your online interaction, how
likely are you to recommend Xfinity to friends & family? Reply from 0 Not at
all Likely to 10 Extremely Likely.\n\nMsg&DataRatesApply. STOP to end survey
msgs.

--- Conversation on 01/18/2025 ---

Xfinity Assistant (01:47 pm): Are you moving? I can help transfer your services to
a new address. Let me know how I can help.

Xfinity Assistant (01:48 pm): Hi ChristinaWe've canceled your scheduled payment to

Xfinity. Please be sure to make a payment as soon as possible to avoid any
late fees or service interruption. Make your payment here:
https://customer.xfinity.com/billing/services TxtHelpOrStop

Xfinity Assistant (01:49 pm): Thanks for making your $134.56 payment to Xfinity!
Your confirmation number is 19793809883. To review your bill and payment
details, sign up for automatic payments or paperless billing, you can go here:
https://customer.xfinity.com/billing/services TxtHelpOrStopMsg&DataRatesMa
yApply

Xfinity Assistant (02:09 pm): You can ask me questions about your bill, account,
and troubleshooting service issues.

Xfinity Assistant (02:09 pm): You can ask me questions about your bill, account,
and troubleshooting service issues.

Christina (02:09 pm): Live agent

Xfinity Assistant (02:09 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (02:09 pm): Manage my plan

Xfinity Assistant (02:09 pm): Your plan includes Xfinity Internet and TV services\
n\n

Xfinity Assistant (02:09 pm): How can I help you with your plan?

Christina (02:10 pm): Live agent

Xfinity Assistant (02:10 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (02:10 pm): Manage my plan

Xfinity Assistant (02:10 pm): Your plan includes Xfinity Internet and TV services\
n\n

Xfinity Assistant (02:10 pm): How can I help you with your plan?

Christina (02:10 pm): Speak with live agent

Xfinity Assistant (02:10 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (02:10 pm): Manage my plan

Xfinity Assistant (02:10 pm): Your plan includes Xfinity Internet and TV services\
n\n

Xfinity Assistant (02:10 pm): How can I help you with your plan?

Christina (02:10 pm): Change my Xfinity plan

Xfinity Assistant (02:10 pm): What changes would you like to make to your Xfinity
Plan?

Christina (02:11 pm): Live agent

Xfinity Assistant (02:11 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Xfinity Assistant (02:12 pm): Are you moving? I can help transfer your services to
a new address. Let me know how I can help.

Xfinity Assistant (02:12 pm): Are you moving? I can help transfer your services to
a new address. Let me know how I can help.

--- Conversation on 01/21/2025 ---

Xfinity Assistant (06:45 pm): Our system shows that your modem is offline or
disconnected. I think we'll need to try restarting it manually.
Xfinity Assistant (06:45 pm): Can you get to your modem now while we chat? You'll
need to be able to reach the back of the modem and the wall outlet.

Xfinity Assistant (06:46 pm): Your order was shipped. Once your package arrives,
you'll need to activate your equipment using the Xfinity App. Make sure you have it
downloaded to get up and running right away.

Xfinity Assistant (07:38 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (07:38 pm): I simply selected to start my activation of my equipment on

my own and it said chat with an agent

Xfinity Assistant (07:38 pm): Got it. I'll put you in touch with a live agent now.

Xfinity Assistant (07:39 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Agent (07:40 pm): Hi Christina, thank you for contacting Xfinity. My name is
Mohammed. I see you may need assistance activating your equipment. Is that
correct?

nullAgent (07:40 pm): Thank you so much for bringing this to my attention and sure
thing i will help you with your issue . Please allow me a minute to pull up the
account and assist you in a better way .

nullAgent (07:41 pm): You are most welcome. Can you please help me with the CM MAC
address of the modem that needs to be activated?

nullAgent (07:43 pm): Thank you so much for the details. I am now sending some
refresh signals to the modem to get it activated. This will take about 4-5 minutes,
and I hope that is completely fine with you.

nullAgent (07:44 pm): Yes, please go ahead and do it. Let me know once you're done
with it so that I can proceed.

nullAgent (07:44 pm): Thank you very much. Please, take your time.

nullnullAgent (07:47 pm): Yes sure thing you can use the cable and let me know once
done with it

nullAgent (07:48 pm): Perfect. Just to confirm, is this your current service
address: 9301 W Brightway Circle, Henrico, VA 23294?

nullAgent (07:49 pm): Thank you very much for the confirmation. Please take your
time and let me know once you are done with it.

nullAgent (07:50 pm): You are most welcome .

Agent (07:53 pm): I hope we are still connected on the chat ?

nullAgent (07:55 pm): I really appreciate your efforts. Please, take your time.

nullAgent (07:56 pm): Perfect. Yes, I am working on it. Meanwhile, how was your
last weekend?

nullAgent (07:57 pm): Glad to hear that your weekend was great. Mine was also
fantastic as my girlfriend gifted me a small puppy for my birthday. I'm really
excited to play with him after my shift, and we are planning to get a new house for
him. The puppy is very cute and lovely.

nullAgent (07:59 pm): Thank you so much . That is really so sweet and kind of you
Christina .

nullAgent (08:01 pm): Thank you very much. I have checked the account, and it
appears that the modem is still offline. I kindly request you to please connect the
Comcast cable and let me know once you have done so.

nullAgent (08:02 pm): Sure, please take your time. I really appreciate your time
and patience as well.

nullXfinity Assistant (08:16 pm): Thank you for contacting us.

Xfinity Assistant (08:16 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.

Xfinity Assistant (09:01 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (09:01 pm): Download Transcript

Xfinity Assistant (09:01 pm): Your transcript download will begin shortly.

Christina (09:01 pm): Can we finish activating with live agent

Xfinity Assistant (09:01 pm): Yes, if you encounter any issues during the
activation process, you can connect with a live agent for assistance. If an error
occurs, you will be connected with an agent through text messaging. If no agent is
available, a call will be made to you for help. Additionally, if you are using
Xfinity On Campus and need support, you can access live chat by signing in to
xfinityoncampus.com and selecting the Support tab. You will need to provide your
university email and housing details to get help from a live agent.\n For more
details see: https://www.xfinity.com/support/articles/activate-xfi-gateway-
app Was this response helpful?

Christina (09:02 pm): Yes

Xfinity Assistant (09:02 pm): Thanks for your feedback. Glad I could help. I'll be
here if you need anything else.

Christina (09:02 pm): ok live agent please

Xfinity Assistant (09:02 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (09:02 pm): Activation

Xfinity Assistant (09:02 pm): You'll need to activate your Internet equipment using
the Xfinity App. For help with another product, select the most relevant option.

Xfinity Assistant (09:02 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (09:02 pm): Chat with an agent

Xfinity Assistant (09:02 pm): No problem. I'll put you in touch with a live agent
now.

Agent (09:05 pm): Hi Christina, welcome back. This is Arjun, please give me a few
moments to review the conversation so we can pick up right where you left off.

nullAgent (09:05 pm): No problem I will continue from where last agent left

Agent (09:05 pm): Did you hooked up your modem successfully ?

nullAgent (09:07 pm): I will do that for you

Agent (09:07 pm): May I know the status of light on modem ? is it white, orange or
green ?

nullAgent (09:09 pm): Christin, Orange indicates modem not hooked up properly or
might be coaxial outlet is not actives

Agent (09:09 pm): It needs to be white to make it working

Agent (09:09 pm): Let me manually restart the modem. Do let me know if light
changes to white

nullAgent (09:10 pm): Your device is going to attempt to restart now. It may take
up to five minutes to restart, so hang tight while I run a few checks on this end
to make sure it comes back online.

nullAgent (09:10 pm): Your device is going to attempt to restart now. It may take
up to five minutes to restart, so hang tight while I run a few checks on this end
to make sure it comes back online.

nullAgent (09:11 pm): Its a new home right ?

Agent (09:13 pm): I see the previous owner also had Xfinity services at same place,
so there must be active coaxial out let at home

nullnullAgent (09:14 pm): The current coaxial outlet where modem is connected now
is not coming upyou may need to fine new active coaxial outlet where you can hook
up the modem

Agent (09:14 pm): find*

nullAgent (09:15 pm): There must be active coaxial outlet that will make the modem
turn white light on it .

Agent (09:16 pm): I am not sure which outlet last owner I do not have that
information, if you can ask from them ?

nullAgent (09:17 pm): are you able to connect the coaxial cable directly on coaxial
outlet and other side of the cable on back of the modem ? if possible ?

Agent (09:18 pm): Or we can also do one thing, We can go ahead and schedule the
professional technician to come out and get the installation done for you

nullAgent (09:19 pm): Please try it directly and make sure it hooked up tightly

nullAgent (09:20 pm): Sure, take your time

Agent (09:20 pm): I am here

Agent (09:20 pm): Let me know when its done, hoping modem will turn up with
blinking white light

Agent (09:22 pm): *

Agent (09:22 pm): I am here take your time , and please keep responding over the
chat to avoid chat disconnection

Agent (09:22 pm): this time

nullAgent (09:22 pm): Sure

nullAgent (09:24 pm): Welcome, I really appreciate your patience as well

Agent (09:24 pm): Your device is going to attempt to restart now. It may take up to
five minutes to restart, so hang tight while I run a few checks on this end to make
sure it comes back online.

nullAgent (09:26 pm): The restart done 56%

Agent (09:26 pm): Hoping for the best

Agent (09:26 pm): waiting for final results

nullAgent (09:28 pm): Christina, I am sorry to inform you that modem still offline
and not getting signalsSo far we have tried everything to make your modem working
right away

Agent (09:28 pm): but

Agent (09:28 pm): Now the system is highly recommending for the technician to come
out and make it working for you

nullAgent (09:28 pm): I am checking for the soonest possible appointment slot.

Agent (09:29 pm): We can make the appointment for you for safer sife ? if you need
one ?

Agent (09:29 pm): There will be no charge for the technician visit as well

nullAgent (09:30 pm): I need to check that for yoi

Agent (09:30 pm): Please allow me a moment

nullAgent (09:32 pm): getting information for you

nullAgent (09:33 pm): I have soonest slot for tomorrow 12pm to 2pmif that can work
for you ?

nullAgent (09:34 pm): Sure

Agent (09:34 pm): Let me go ahead and schedule it for you

nullAgent (09:34 pm): Christina, I have successfully scheduled the technician

appointment for you, its scheduled for Jan 22 Tomorrow Wed for 12pm to 2pm day of
contact number (804) 972-8338

nullAgent (09:35 pm): Christina, I really appreciate your time and patience over
the chat during this conversation
Agent (09:35 pm): anyone 18+ needs to be home

Agent (09:35 pm): to assist the technician

nullAgent (09:36 pm): Sure that will work thanks alot

Agent (09:36 pm): Christina, I really appreciate your time and patience over the
chat

Agent (09:36 pm): Apart from this, Is there anything I can more help you with ?

nullAgent (09:37 pm): Ok sure I will mention it on technician notes

nullAgent (09:37 pm): Thank you for being a loyal Xfinity Customer. I wish you have
an amazing rest of your day and a fantastic weekend ahead.

nullXfinity Assistant (09:38 pm): Thank you for contacting us.

Xfinity Assistant (09:38 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.

Christina (09:38 pm): Download Transcript

Xfinity Assistant (09:38 pm): Your transcript download will begin shortly.

Xfinity Assistant (10:08 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (10:08 pm): Chat with an agent

Xfinity Assistant (10:08 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (10:08 pm): Activation

Xfinity Assistant (10:08 pm): You'll need to activate your Internet equipment using
the Xfinity App. For help with another product, select the most relevant option.

Christina (10:08 pm): Chat with an agent

Xfinity Assistant (10:08 pm): No problem. I'll put you in touch with a live agent
now.

Agent (10:10 pm): Hi Christina, welcome back. This is Makthala, please give me a
few moments to review the conversation so we can pick up right where you left off.

nullAgent (10:11 pm): Great, I appreciate your efforts. However, I will need to
double-check it from my end. Could you please provide me with your full service
address, including the ZIP code?

nullnullAgent (10:13 pm): Thank you so much for confirming. Please help me with the
CM MAC address of the modem, which you will find below or behind the modem.

nullXfinity Assistant (10:20 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (10:20 pm): chat an agent

Xfinity Assistant (10:20 pm): Got it. I'll put you in touch with a live agent now.

Xfinity Assistant (10:23 pm): Thank you for contacting us.

Christina (10:23 pm): Chat with an agent

Xfinity Assistant (10:23 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (10:23 pm): Activation

Xfinity Assistant (10:23 pm): You'll need to activate your Internet equipment using
the Xfinity App. For help with another product, select the most relevant option.

Christina (10:23 pm): Chat with an agent

Xfinity Assistant (10:23 pm): Got it. I'll put you in touch with a live agent now.

nullnullnullXfinity Assistant (10:28 pm): Thank you for contacting us.

Christina (10:28 pm): Chat with an agent

Xfinity Assistant (10:28 pm): OK. Let's get you to the right place. I can help with
most issues and get you to an agent if you need more assistance.What are you
looking for help with?

Christina (10:28 pm): Activation

Xfinity Assistant (10:28 pm): You'll need to activate your Internet equipment using
the Xfinity App. For help with another product, select the most relevant option.

Christina (10:29 pm): Chat with an agent

Xfinity Assistant (10:29 pm): No problem. I'll put you in touch with a live agent
now.

nullXfinity Assistant (10:30 pm): I'm sorry you are having trouble activating your
Internet equipment. Let's get you in contact with an agent who can help.

Christina (10:30 pm): Chat with an Agent

Xfinity Assistant (10:30 pm): No problem. I'll put you in touch with a live agent
now.

Agent (10:32 pm): Hi Christina, welcome back. This is Kajal, please give me a few
moments to review the conversation so we can pick up right where you left off.

nullAgent (10:33 pm): Please don't worry; I completely understand your concerns. I
will assist you with checking the connections and restoring your services.

nullAgent (10:34 pm): You are welcome.

Agent (10:34 pm): Can you provide the C-MAC address that’s located at the back or
bottom of your modem, I want to make sure I'm working with the right device.

nullAgent (10:35 pm): Thank you !!

Agent (10:35 pm): To get started, may I have your full name to confirm the account?

nullAgent (10:36 pm): Thank you for confirming.

nullAgent (10:37 pm): Just to confirm is the new Xfinity rental modem is that
correct ?

nullAgent (10:38 pm): Thank you for the update.

nullAgent (10:39 pm): I see that the modem has not been added to the account yet. I
am working on getting it added so we can proceed with activating it for you.

nullAgent (10:41 pm): Please do not worry; I will take care of everything for you.

nullAgent (10:44 pm): Could you please confirm the working address?

nullAgent (10:45 pm): Thank you for confirming .

nullAgent (10:46 pm): Please confirm A six-digit code has been sent to the
customer's mobile number ending with 8338

nullAgent (10:47 pm): Thank you !!

nullAgent (10:47 pm): I'm initiating advance diagnostics health check from my end
to your modem, to know the exact issue causing with your Connection , Kindly stay
connected, your patience and co-operation is highly appreciated.

nullAgent (10:49 pm): Right now I'm communicating with your device to pull your
wireless information and network names. This generally only takes a few minutes and
I'll continue to update you on progress.

nullnullAgent (10:50 pm): You are most welcome.

Agent (10:50 pm): While I'm working, how is your day so far?

nullAgent (10:52 pm): That's great. I hope the rest of your day goes well and
smooth :) I completely understand the importance of good service to you and will
definitely take care of it for you.

Agent (10:53 pm): Unfortunately I didn't receive all information needed when
communicating your device earlier. Please bear with me while I try again. This can
take several minutes.

nullAgent (10:55 pm): Yes, the modem is plugged in correctly.

Agent (10:55 pm): Signals are 23% complete on my end, and I am waiting for the
final completion.

nullAgent (10:57 pm): No worries, let's get this fixed in this chat.

Agent (10:57 pm): I'm going to start the provisioning for your device. Please allow
me a few moments to complete the process.

nullnullAgent (10:58 pm): In the meantime, how is the weather over there?

nullnullAgent (11:00 pm): Oh, I see. Is it snowing there?

Agent (11:00 pm): We support Comcast from India :) and here is the winter has
started cold weather .
Agent (11:01 pm): Your device is going to attempt to restart now. It may take up to
five minutes to restart, so hang tight while I run a few checks on this end to make
sure it comes back online.

nullnullAgent (11:02 pm): Yes, this is my favorite weather :)

Agent (11:02 pm): Have you visited India ?

nullAgent (11:04 pm): Yes !! I would suggest you visit India once you will love the
food and culture here .

Agent (11:04 pm): You are always welcome in India with open hearts :)

nullAgent (11:07 pm): I have to say, you have been very patient and humble
throughout the chat. Probably the best customer I have ever met.

Agent (11:08 pm): Christin, I have successfully completed the signals on the modem.
Could you please check if the services are working now?

nullnullAgent (11:09 pm): Thank you for kind words :)

Agent (11:10 pm): The light should be a solid white.

nullAgent (11:11 pm): Christina, I have completed the necessary troubleshooting and
made some adjustments to the modem to help prevent this issue from happening again
in the future. I have also updated the boot files on the modem. The update process
will take about 20 minutes to finish. Once the update is complete, all you need to
do is restart the modem, and your services will return to normal.

nullAgent (11:13 pm): Please unplug the power cord of the modem from the outlet,
wait for 15 seconds, and then plug it back in.

Agent (11:13 pm): Christina , It was delightful experience to have such an amazing
customer like you on chat. Thank you for the opportunity and patience and being a
wonderful !!❤️

nullAgent (11:15 pm): You are very welcome.

Agent (11:15 pm): Is there anything else I can assist you with today?

nullAgent (11:15 pm): Thank you !!

Agent (11:15 pm): I hope you are happy with my assistance today over this chat and
I am able to help you with the best ?

nullAgent (11:16 pm): Thank you. Once this chat ends you will receive one page
where I would love to hear your thoughts on the experience I was able to provide
you today. If you’d like to share them you can click the “End Agent Chat”
option at the bottom center of this chat session.😊💕😊!!10 will put big
smile on my face :)

nullXfinity Assistant (11:17 pm): Thank you for contacting us.

Xfinity Assistant (11:17 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.