The costumer claims las maneja Assurant (reclamos) y los costumers se contactan con ellos por la pagina web

o le brindamos el numero.

Port out Or Transfer to another carrier

- la cuenta de Xfinity comienza con el numero 100
- El numero de ComCast (residential service) comienza con numero 8

Requisitos:

Fijarse en el bill que no tenga deuda. Si no no se puede

Preguntas que hacer:

 Which line is the one you want to port out?

 Could you please provide me the cell phone number where you would like to receive the message?
- The one on the line?
 I will be sending you the pin right away.
 Once you receive, the pin let me know.

The security pin can´t be given by a call, just for message.

-Do you have another number in your account available, where I can send the pin number?

-I would really like to be able to help her but it is not possible for me to do so.

-These are company policies

-But here is what I can do instead. I can offer to you a callback and provide you your pin number.

Just to make sure that the pin is correct; could you please tell me the pin number?

Now I will provide you with your account number and the zip code.

Are you ready to write the account number?

 And I want to let you know if you are transferring more than one number, the same security
PIN can be used for any line on the account.
 Remember that this pin number is only available for five days.

------------------------------------------------------------------------
PORT IN A NUMBER
Confirmed: costumer need to wait
Resolution required: have an error and modify the information
Delay: the company need to check the information.
Steps para entara a la tool:
1) Toolkit CROSSROADS
2) Username and password
 3) WLNP prod
4) Port center GUI
5) Port request/response administration

6) ICP port details

*port in request and ported TN: phone number
Query.
Como salir:
Steps:
1) In the button X
2) The house
3) Como accesar a la tool:
Toolkit > Crossroads (MySyniverse)> Credentials > WLNP Prod > Port Center GUI > Port
Request/Response Administration > ICP Port Details
DEVICES – EDIT AL LADO DEL NOMBRE- Y PORT Y LLENAR INFROMACION
 It is to be able to perform the
procedure.
 if you do not provide me this
information, I will not be able to
continue.
 Let me read that back to you.

PROTECTION PLAN XMPP (xfinity

mobile protection plan)
Requisitos:

The costumer has 30 days to activate the XMPP

 It helps costumer to protect his device, partnership whit Assurant

 It cost depends of the cellphone, baja gamma 7 dollars, media gamma 12 dollars, alta gamma 15 dollars.

FIRST FILTERS ALWAYS WITH ASURANCE.

 SOFWARE WILL ALWAYS BE WITH THE PHONE COMPANY

 The value of the protection are monthly depends on the phone, xfinity mobile protection can be partially paid
depending on the value of the insurance and the time it had it. (Prorated)
 In Einstein 360 we can search the policies of all actions
 THE COSTUMER WANT A NEW PHONE

Requisitos:

Tener internet resindencial con Comcast.

Para adquirir xfinity services it has to be instalado el internet, offer a callback or let them know that he has to call
back.

EJEMPLO

We have available the iphone 13 pro max This item is in Backorder and will be shipped to your home on November
12th, you can pay the cell phone in full with the minimum amount of $1599.99 but you will save $300 if you take our
promotion paying $54.16 cents for 24 months for it, for it we have some terms:

How this works

Buy this device today and get your first monthly credit.

Transfer your number and activate your device within 30 days of purchase date.

Enjoy lower monthly payments — device credits continue as long as you transfer your number and complete
activation, and the last but not less important

*If line is canceled, voluntarily or involuntarily, or device payments are accelerated, the remaining credits associated
with device payments are lost.

You will be receiving your package in two business days.

PLAN Xfinity Mobile
 Unlimited per line data

https://www.xfinity.com/mobile/

 Para comenzar una cuenta en xfinity se pide: social security number and the date of birth to see his credit.

Pagos de xfnity solo son con tarjetas de credito o debito

 Promotions
EXTENDED PROMOTION:
Requisitos:
24 month with the line activate
only for new line
credit subsidy

Extended promotions are just for port in numbers

What to do if a customer don’t receive the extended promotion?

If the costumer no receive his Visa prepaid card el reward center puede ayudar directamente pero siempre pide un
tickect number y nosotros tenemos que brindarles el ticket number en la pagina de EROnext.

We add it through 360, then the discount will apply on the next pay. If we cant activate through 360 we
have to transfer the call to the advance services (Tier 2)

VISA PREPAID CARDS:

Requisitos:
The account must be in good condition and active in 3 weeks or 90 days to apply the prepaid card

For 1 month or more that the customer have a past due, he/she don’t qualify for visa prepaid card

upgrades lines
costumer receives a gift card with $300 que la recibe 16 semanas despues.

To observer if the costumer have a prepaid card see this page: https://xfinityincentivetracker.com/status

*If the client does not receive the prepaid card in 2 days, they are indicated that they receive the prepaid card in
16-18 weeks by mail.

Early upgrades can just be done on a retail store, they also need to have 50% paid of its actual device to
make an early upgrade.

What to do if a customer don’t receive the visa prepaid card?

  When a customer don’t receive their visa prepaid card, we can go to the reward center to help the
customer with their issue before doing the ticket for we have to check the customer requirements.
(EROnext) for the ticket we need account number & phone number, then verify name and address
are right (select OC . value add/ promotion scalation option).
 Always check if we are selecting the right promotion.
 review all the information at the end.
 Click on create ticket.
 Save the ticket number on your call note pad, and also send it to the customer.

Xfinity Mobile - 2021 Promotions: Article- HOW20171

EARLY UPGRADE: ES MEJORAR LA LINEA YA ACTIVE.

UPGRADE: BYODNDEL: Bring Your Own New Device on Existing Line (cliete que compro un celular en otro lugar que no
sea xfinity mobile)

Requisitos: que el IMEI is compatible with xfinity mobile

http://learning.comcast.net/training/Xfinity_Mobile/Xfinity_Mobile_Additional_Device_Options_PG.html

Cosas que pedimos para BYODNDEL (template):

BYONDEL

CX NAME:

ACC Number:

IMEI:

NICKNAME:

MODEL:

BRAND:

IMEI:

SIM ICCID:

MDN:

DATA PLAN:

COLOR:

IMEI tiene que ser el del celular nuevo

SIM ICCID y MDN tiene que ser del celular existente

https://xm360.xfinity.com/?code=0.AQ0A6e9qkKd2ZU-
4LV7CB3XVqv4yXdyhBGBHjhhD0FwLpcENACY.AQABAAIAAAD--
DLA3VO7QrddgJg7WevrhVTS6nvBfVsvH4Em499HzHjAbSXlvsj0jq2nUnZTm7s5sNjkECZGzMN_k7YV1X_8dBcS_iZcrP0N7
UMEpJ24pJueW3k9FZ9uahYh_7M1e0N5Mcu9HqX8n61i151gm5R8kfafIfCJHK_Nj9S9WtkuK3wI0NrgH7WtMNh7e6Ngy
ROwGLlNE-MzXtNwEaHni_drw6YOMVNfDv1qq3EDHGMQfsgafO-
HZEH6Iej8PGv0dPFSWrUnGAWxS1qN4ii_xhedAcqA_EBRvzHvG-
oQz5CiuNoTogLaR6QbWvblxPgEvuPbHgi1kc6zmGcTRq1giBXRNZ0evxNsLXqfuoAoNyQAJ-Qm9CFT4B088NV6oM9P-
bmYB-JyLDaqzANmNeqwpxqktbbWGFSd357YrWAV6rZ9Ir4dURGeAn1LDx05cwdsXcUym6lsVtvQuukr-
nY1VnIZJLzJ9g5ewqJ4znMYyy4fNpztV0POAnzjCQdLfQFtoWY97l7NkoPA21K1uwA4vCHRql7GG-
dG_qaCD4GGvek9HuV3C0SO4j06aQeVxWD_PmhgF7-pafQ-T-Lp-32ieW7DFZQ2XDXqYswhlWsnklqFm8Lzz4chkZ-
mvrG9J-
ohFNWYdRkoqH_8tplE2I4fckvEKAVd1exHH_bTZhJ26L65akzI8faOzX1Z42w_VlcZEMRsBAmx_hUPeSZKYPknJuqWEV-
h6n35t91CnKE5R9k_eWb-4ByLos02QaRKa-
HX2VjvZ1oT8dx_kRLKUU7mIQMOtX6R7o9xoO1wyoTdEyAJo9NbxlXwI6o2LkNIqS_dryWCseqc3IFdeVymu8sgi7f4IAA&st
ate=5b231e63285a27863cb122d819ec3ec4005324fe42482426397c68f5&session_state=9cd685c2-8bbc-41f7-9170-
a6821d416f30

(Link para ver el IMEI desde XM 360)

GLOBAL TRAVEL PASS COST:

10 USD/DAY flat price or pay Depending on the country. (5 USD if its in Mexico or canada)
OPTION 2 (PAY AS YOU GO): pay for each text, call per min, data per MB

Search prices for each country:

https://www.xfinity.com/mobile/my-account/international
(In this option if the customer pay for each call, text, and data MB, the customer just have 512 MB for each
day)

 INTERNATIONAL ROAMING
https://www.xfinity.com/mobile/my-account/international

(Servicios fuera de el pais)

Pasos para activar International roaming en XM 360:

Verificar cuenta > Devices > Select the line>Scroll Down> Manage Carrier features

 Mexico and Canada Call Pass: paquete de llamadas que solo cuesta 10 dolares. Desde USA

Deactivation (NO international roaming)

How to add/Activate international roaming?

 Verify account
 Go to devices
 Click the device
 Scroll down
 Click on Manage carrier features
 Click on Lines & data tab
 Click on add travel pass
Mexico and Canada call pass
10USD/ Mo

XM360 ORDER & RETURNS TAB:

Here you can click on a device and see the customer IMEI an other orders and returns info of each device.
When you see retail location means the customer buy his device on a store
(Also here you can see the user name of the agent who sell that device)

we can suspend and resume a line if the customer ask for it, but we CAN´T disable a account even if the
customer ask.

Undereview means that the customer have to revisar el correo.

Porque se cancela una order:

 Fedex no pudo entregar el paquete
 Undereview was never replied
 Customer decide cancel

Cuando una orden esta en underreview hay que transferir la llamada a:

order verification
Para return the phone tienen un lapso de 20 dias

Claims that manage Assurant XMPP: Daño fisicos

 LINES AND DATA

 Los procesos de Suspend the line, resume the line, switch to By the Gig (si podemos hacerlo)
 Add HD pass solo funciona para poder ver videos o peliculas con HD
 Mensajes y llamadas no se dice que podemos, solo se menciona que podemos ver data

Deactive Line DON’T AVAILABLE FOR US (nosotros no podemos hacer eso)

Lines Usage history solo se pueden ver the last 6 month

Traking Number es el que nos da fedex

https://startek-my.sharepoint.com/personal/nolvy_gonzalez_startek_com/_layouts/15/Doc.aspx?
sourcedoc={4e9ff73e-635b-46b6-bc81-7710e9427bfb}&action=view&wd=target%28Prices.one%7C84232c67-9ece-
4cd4-bb03-c4e93ee44ede%2FData%20Plans%7Cf662bf94-94cf-4372-8687-029e7c84aaac%2F%29
BILLING XM 360
Postpago son los servicios de xfinity mobile, un ciclo dura 30 dias
El ciclo se inicia:
1. Cuando el primera linea dispositivo se active en la cuenta
2. Inconsientemente cuando mandamus una sim card en 2 business day (el Sistema active a la sim card
despues de 7 dias si el cliente no ha activado esa sim card con un numero ramdom 99999)
Para editar la terjeta update payment method

 Un ciclo dura 30 dias (1 mes)

 Un ciclo se inicia cuando el primer linea se activa en la cuenta
 Se le envia una SIM CARD/ se activa 7 dias despues de ser enviada
DIA DE COMPRA NO ES LO MISMO QUE DIA DE ACTIVACION
 El ciclo inicia y se sabe cuando los costumers lo activan por su cuenta (se puede activar por
port in y new number)
o Otras veces se activa inconsientemente (una linea se activa sola despues de 7 dias
con el numero 99999)
 Se paga 20 dias despues del cierre del ciclo (EJEM. OCT 1-OCT 31, se paga 20 dias
despues del 31)
 Pago automatico (si no se puede hacer el pago la cuenta queda con una mora/deuda)
o Se le da 10 dias(extra) para pagar, si no, entra en hotline / si no es pagada, 40 dias
despues se suspenden los servicios
o No tiene recargo por tardar en pagar
 NEXT BILL CYCLE- es un ciclo cerrado que se agar
o View bill (miramos la factura y el desglose de su payment)
 CURRENT CYCLE-es el ciclo actual que sigue abierto
 MAKE A PAYMENT (se paga lo que tiene en la tarjeta, el resto se paga en los siguientes 10
dias)
 UPDATE PAYMENT METHOD (se actualiza a una tarjeta nueva)
 BILLING HISTORY(se ve todos los pagos que ha hecho)
o Payments ( pagos hechos y monto)
o Statements (fechas de cada cycle)
o Credits
 AVAILABLE ACTIONS
o Issue goodwill credit (credito que se puede dar a cliente si se piensa que se puede
merecer)
PARA HACER CAMBIOS EN LA CUENTA, TIENE QUE ESTAR EN GOOD STANDING (TENER
AL DIA SU CUENTA)
Forms to active a sim card or a line:
 Port in, un numero de otra company
 Asignar un new numero directamente
Nos llaman o reciben un link

AVAILABLE ACTIONS Or CREDITS

Issue goodwill credit: es un credito de 45 dollars or a refund para el costumer si realmente se lo merece.
Check for refundable credit y remove or apply services fee nosotros no podemos hacerlo.
En Credits sale cuantos credits se le han dado a el cliente.
View Bill como leerlo (donde este azul sale cosa que podemos editar)
Los taxes se cobran de acuerdo a cada costumer porque los pone el estado.
Para poder hacer algun cambio en la cuenta la cuenta tiene que estar en good standing
Monthly Tablet Line Fee
Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad from Xfinity
Mobile. We charge this fee in addition to any applicable DPP charges and data usage on the customer’s line.
 
If a customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee, they can cancel
the associated line of service. However, this will result in the customer permanently forfeiting any remaining
subsidy credits, if applicable. Also, the customer remains responsible for paying off any DPP balance on the iPad.
 
When a customer deactivates a cellular iPad on their account, they cannot bring the device back to Xfinity Mobile
or reacquire the monthly subsidy credits, if applicable.
 
Is there any monthly charge for cellular smart watch service on Xfinity Mobile? 
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon activation or 7 days
after purchase, whichever comes first. The smart watch fee is waived for the first 90 days of service, resulting in a
$30 credit on your account. If the watch is activated mid-bill cycle, the fee and credits are prorated for the first and
third months.
8155600673659416

Tablet line fee, dpp anda data plan,

Solo Apple watch y celulares se aceptan as BYOD, ipads no hay que desbloquearlas.
Smart watches: cuesta 10 dolares hasta al cuarto mes, ofrece mesajes y llamadas y data ullimited. This fee
se active 7 dias despues de la compra
Si el cliente activa el apple watch ya casi por terminar el ciclo solo se le cobra prorated charges.
Proctection plan and Unlimited son prorated or refundable charge
IMIE es device ID assigned
SITUACIONES TROUBLESHOOTING EN NETWORK
Requisitos: Es para ver el estado de la linea, La linea siempre tiene que estar Active y RS que es semiactive

 Solo podemos hacer suspend status, hotline no

 Features pueden cambiar:
ICCID esta en la simcard del costumer: simcard number
IMSI:
CN: conectado
RS: no conectado
En ITG: es una guia que esta en MOBILE de Mibile troubleshotting Guide
basic troubleshooting
reset network settings
mientras el telefono este encendido le saco la sim card y la ingreso nuevamente y le reinicio el phone.
siempre verificar que el software del telfono este actualizado con la ultima version.
ITG

HOW11880  Activating a Device - XM360 Help

El CR ticket se crea para trasferir la llamada a tear 2
QELP
https://www.xfinity.com/mobile/support/device-troubleshooting

Upgrades: change a device ya sea cambia de marca o cambio de color

Tiene requisitos:
Tiene que tener la cuenta en goodstanding (que no tiene mora odeuda)
- El telefono que quiere reemplazar ya tiene que estar pagado
- Eligibility, tiene que ser elegible para monthly payments
En un BYOD si se puede hacer un upgrade, trayendo s telefono y obteniendo uno mejor.
upgrade y early upgrade es la actualizacion de una linea ya existente en la cuenta lo unico que se cambia es el
dispositivo ya que simepre tendra el mismo numero y el mismo nickname
 

diferencias 
upgrade este proceso requiere que el telefono este pagado por completo. 
este se puede hacer por medio del telefono, online o en la store.
 
ealry upgrader este proceso requiere que el telefono este pagado en un 50%. 
solo se puede hacer en la store por el motivo de que el telefono se regresa a la store. 

Device unlock como desbloquear un telefono

Requisitos
1. El telefono tiene que estar pid in full
2. The account has to be in good standing
3. The phone has to be activate with xfinity mobile more than 60 days
4. El telefono tiene que haberse comprado con nosotros
Como desbloquear un telefono:
Entro a device unlock
Device Unlock
desbloquear el telefono para todoas las redes
 
requesitos para deslbloquearlo?
el telefono tiene que estar pagado por completo.
la cuenta tiene que estar en good standing (SIN DEUDAS) 
el telefono tiene quie estar activo con nostros mas de 60 dias. 
el telefono tiene que haber sido comprado con nostros. 

https://forms.office.com/Pages/ResponsePage.aspx?id=6e9qkKd2ZU-
4LV7CB3XVqsAgjJZIJi9CqvtOQwdNHxdURFdWN1BENEtRUTBFV0hQRkVSNU81OU5WRS4u
CSG comcast account number

PORT IN
Returns
requsistos
1. El dispositivo tiene que estar dentro de los 14 dias

Para Crear un label

Dar click XCS > xfinity mobile > Fedex label request > new
Activating Replacement decives and activating replacement sim card
Un remplazo de dispositivo que no sale reflejado en la cuenta
Contactar a tier 2 para que puedan hacer el replacement device para que no pierdan el XMPP, Assurant o la
tienda de manufacture le dan el replacement se le pide lo mismo de BYOD
IMEI
Model
Como enviar un sim card
Devices> Choose the line> Scroll down> Replace SIM> Selecet Reason> Ship SIM> Place Order

Situaciones que se parecen:

Chat de Einstein
2 opciones para usarlas:
1. XM Shipping issues:
Dependiendo de la situacion is the category, puede pasar que la address este incorrecta, lost and damage
shipment, shipment delivery to incorrect address
2. XM to XM line transfer
Line fee 25 dolares por no tener residencial services si se muda a un lugar donde no haya mucho coverage
Podemos transferir una linea para otra cuenta,
Con los siguientes requirements:

Xfinity Mobile Porting Error Codes - XM360

HOW12004 

and CRM
Delay
Resolution Required
Confirmed

CROSSROADS
Port in and Port out Numbers
Como accesar a la tool:
Toolkit > Crossroads (MySyniverse)> Credentials > WLNP Prod > Port Center GUI > Port Request/Response
Administration > ICP Port Details

TAX CALCULATOR: http://www.salestaxstates.com/

XFINITY WEBSITE: https://es.xfinity.com/mobile/
DEVICE UNLOCK FORM: https://forms.office.com/Pages/ResponsePage.aspx?id=6e9qkKd2ZU-
4LV7CB3XVqsAgjJZIJi9CqvtOQwdNHxdURFdWN1BENEtRUTBFV0hQRkVSNU81OU5WRS4u
Article POL2108

Death of a Customer Account Policy

Anyone can contact and request that an account be disconnected due to the death of the account holder/ primary
use.

In the first 120 days and present documentation

Who Can Request an Account Disconnect?

Anyone can contact Comcast and request that an account be disconnected due to the death of the account
holder/primary user. The person requesting the disconnect must be able to provide:

 The full name and address of the deceased account holder/primary user.
 Their name and contact information.
Note: The person contacting Comcast on behalf of the deceased account holder/primary user does not have to be an
authorized user or manager on the account, but does need to provide proof of death with either a death certificate or
valid Government issued picture identification and Xfinity Affidavit for Deceased Customers. For more information,
see the process for account ownership changes. The Comcast cable account disconnection backdating cannot
exceed 120 days.

Military suspension or death the costumer have to go to the store

*Military ID
Acronyms
BYOD: Bring Your Own Devices

XMPP: Xfinity Mobile Protection Plan

MDN: Mobile Device Number

IMEI: Device ID

ICCID: SIM card number

BYONDEL: Bring Your Own Device Existing Line

NPS: Net Promoter Score

RMA - Return Merchandise Authorization

DPP - Device Payment Plan

MDN - Mobile Device Number

PORT OUT-

PORT IN-
Monthly Tablet Line Fee
Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad
from Xfinity Mobile. We charge this fee in addition to any applicable DPP charges and data usage
on the customer’s line.
If a customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee,
they can cancel the associated line of service. However, this will result in the customer permanently
forfeiting any remaining subsidy credits, if applicable. Also, the customer remains responsible for
paying off any DPP balance on the iPad.
When a customer deactivates a cellular iPad on their account, they cannot bring the device back to
Xfinity Mobile or reacquire the monthly subsidy credits, if applicable.
Is there any monthly charge for cellular smart watch service on Xfinity Mobile?
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon
activation or 7 days after purchase, whichever comes first. The smart watch fee is waived for the
first 90 days of service, resulting in a $30 credit on your account. If the watch is activated mid-bill
cycle, the fee and credits are prorated for the first and third months.
Al comprar un ipad se le agrega $10 extra mas el precio del device y data plan
TABLETS NO CUENTAN PARA BYOD SOLO CELULARES, APPLE WATCH
Monthly Tablet Line Fee
Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad from Xfinity
Mobile. We charge this fee in addition to any applicable DPP charges and data usage on the customer’s line. If a
customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee, they can cancel the
associated line of service. However, this will result in the customer permanently forfeiting any remaining subsidy
credits, if applicable. Also, the customer remains responsible for paying off any DPP balance on the iPad. When a
customer deactivates a cellular iPad on their account, they cannot bring the device back to Xfinity Mobile or
reacquire the monthly subsidy credits, if applicable. Is there any monthly charge for cellular smart watch service on
Xfinity Mobile?
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon activation or 7 days
after purchase, whichever comes first. The smart watch fee is waived for the first 90 days of service, resulting in a
$30 credit on your account. If the watch is activated mid-bill cycle, the fee and credits are prorated for the first and
third months.

Just the XMPP and Unlimited data Plan are the only charges Pro-rated can be make to the customer.

Quality Interaction
What things you can do and what no.

Quality deparment
An introduction to S4X & BPAs
se trata de un departamento que quiere darles a los customers una buena experiencia cuando viajan por
medio de servicios como visa y ese tipo de cosas. La fundacion de S4X behaviors

- Listen actively and respond appropriately, likie respond to customer's emotions when appropiate, don't
interrump or over-talk
- Discover needs (this is important for the conversation) Ask open-ended questions to learn more about the
customer's knowledge/lifestyle
- Make it effortles means promote self-service to prevent future contact and make the interaction seamless.
- Be warm and friendly: Be authentic, use the customer's name, learn something new about the customer.
- Own it: Use all tools and resources, don't place blame or pass off the customer's issue, resolve any and all
concerns when possible.
- Set clear expectations: Review the customer's reason for calling, what was done, and what comes next.
- Be an Xfinity ambassador: promote the future (what it is) and the benefit (what it does and why it's good for the
customer) of an Xfinity product, what Xfinity sells.
- Show appreciation: Thank the customer for their time, patience, and current/intended business relationship.
We need to solve the reason why the customer is calling.
We should put attention on this four:
1) Discover needs
2) Listen actively and respond appropriately
3) Set clear expectations
4) Own it

With all of this the customer will feel good or no with the service.

You should no this while in listen actively and respond appropriately:

- Verbal collision which means to talk while the customer is doing it, you can avoid distractions and be present at
all times (use your notepad effectively)
-What are background cues? To let them finish what they want to say or ask what they want to ask

someone is discovering needs? Once you have the right information, make the recommendation for the best
solution.

You should do this, Ask strategic, relevant foll Monthly Tablet Line Fee
Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad from Xfinity
Mobile. We charge this fee in addition to any applicable DPP charges and data usage on the customer’s line. If a
customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee, they can cancel the
associated line of service. However, this will result in the customer permanently forfeiting any remaining subsidy
credits, if applicable. Also, the customer remains responsible for paying off any DPP balance on the iPad. When a
customer deactivates a cellular iPad on their account, they cannot bring the device back to Xfinity Mobile or
reacquire the monthly subsidy credits, if applicable. Is there any monthly charge for cellular smart watch service on
Xfinity Mobile?
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon activation or 7 days
after purchase, whichever comes first. The smart watch fee is waived for the first 90 days of service, resulting in a
$30 credit on your account. If the watch is activated mid-bill cycle, the fee and credits are prorated for the first and
third months.

Just the XMPP and Unlimited data Plan are the only charges Pro-rated can be make to the customer.

We need to solve the reason why the customer is calling.

We should put attention on this four:
1) Discover needs
2) Listen actively and respond appropriately
3) Set clear expectations
4) Own it

With all of this the customer will feel good or no with the service.

you should no this while in listen actively and respond appropriately:

- Verbal collision which means to talk while the customer is doing it, you can avoid distractions and be present at
all times (use your notepad effectively)
-What are background cues? To let them finish what they want to say or ask what they want to ask

You should not do this in "Own It"

- What does "own it" sound like to you? Assure the customer that you are an expert through a confident tone and
use of power words like "absolutely", "definitely"., etc
- What makes you feel confident in the person helping you? Remember, we're all Xfinity all the time don't pass the
buck or blame other for mistakes.

You should not do this while yo are discovering needs:

Firs, be affective, relevant questions to gather a deep understanding of the specific customer situation and needs,
in order to provide the best solution.
- HOW do you feel when you're asked questions one-after-the-other? It's better to keep it conversational and
maintain the natural back and forth.
- What words or phrases make you think ow-Up questions.

Be warm and friendly: Create a personal and genuine connection so the customer feels valued, truly believes the
company and the specialist cares, and builds a foundation of trust.
-Learn something new about your customer

Show appreciation:
- Thank the customer for their current or intended relationship with the company.
- Make sure the leave the interaction knowing their issue is important to you
- Don't brush off the small things even a small problem can be a big deal for them.

Business process accuracy:

- Customer approval: be sure to read the script provided verbatim.if thisis not required during the call,
please mark evaluations.
- Customer interaction policy: Zero tolerance for any comcast code of conduct violations.
- Authentication: Follow the national authentication policy bases on the customer profile, approppiately
share information with the account holder, and do not divulge account information to unanthorized
individuals.
- Risk management:If running a credict check, make sure the coustomer knows why and the outcome.
- Account notation: Your notes are all that the next person may have to go on, so be sure to paint a
complete picture.
- Transaction accuracy and tool effectiveness: Follow the established company.

RED FLAGS>>>
- Customer interaction policy
- Customer

When a customer has problems with the network:

We have the options to see how is the line, if its is active or desactive.
We check on network overview, and see the details of the phone line status, line information, IMSI, IMEI,and MDN
and Sim card number.

Line status:
- active
- deactive
- suspention of the line or cancelation of the line
Troubleshooting requiere to review the section of "Network overview".
by the problems with conection, network, changes in the line status.

Plan and features

- Depends of the plan the custumer have, and the brand of the device or the model.

IN THE NETWORK OVERVIEW:

CN: connected to the line
RS: non-connected

Correct TROUBLESHOOTING:
ITG:Interactive troubleshooting guides
Search mobile because we only work with "mobile area" >>> ( Xfinity mobile )
( HOW11880 Activating a Device - XM360 Help ) >>> Policy of troubleshooting
MOBILE>>> We can find the next problems:
- activation issues
- connection issues
- activation
- Abuse/Security assurance services
- equipment issues
- voicemail issues
- billing
- Xfinity Apps

SUPPORT:
Device troubleshooting>
- Apple watch
- Phones
- Accessories

-SOME STUFF ABOUT DEVICES-

UPGRADES: MEANS JUST AN UPGRADE, CHANGE A DEVICE AND THE INFORMATION IN THE ACCOUNT.
CHANGE THE COLOR OR THE BRAND OF A CELL PHONE,

REQUIERMENTS FOR AN UPGRADE:

- Account in good standing
- the device that will change need to be in full payment
- eligibility of the device for "montly payments"

If the customer has the account in order with all the requierments than can apply to an upgrade.
To Change a device you just search the option "Replace device" then you select the new device, and obviously the
device has been buyed with Xfinity mobile.

~UPGRADE~
Es una actualizar una linea ya sea cambio la marca del telfono o cambiando el color. ya una vez el telefono se
encuentre en la cuenta.

Requisitos:
la cuenta tiene que estar en good standing
el telefono que el quiere reemplazar ya tiene que estar pagado por completo.
elegibility tiene que ser elegible para monthly payments.

~EARLY UPGRADES~
es una actualizar una linea ya sea cambio la marca del telfono o cambiando el color. ya una vez el telefono
se encuentre en la cuenta siempre y cuando el dispositivo se compro con nostros y tiene 12 pagos ya
realizados

~Requisitos~
la cuenta tiene que estar en good standing
el telefono que el quiere reemplazar ya tiene que tener 12 pagos realizados.
elegibility tiene que ser elegible para monthly payments

~Differences between Upgrades en early Upgrades~

- Early el telefono que tienen actualmente lo regresan a la store y salen con un dispositivo nuevo y el upgrade
ellos se quedan con el dispositivo.
- Early se hace en la store, Upgrade lo pueden hacer online by the phone o in the store

~Bring Your Own New Device Existing Line~

~BYONDEL~ Se actualizan comprando en otro lugar fuera de Xfinity
~Upgrade~ Se actualiza con un dispositivo que adquiere o compra en Xfinity mobile.

ACTIVATIONS PORT OUTS:

- la cuenta de Xfinity comienza con el numero 100

- El numero de ComCast (residential service) comienza con numero 8

Para irse el cliente se requiere el numero de cuenta y el numero de compania.

el security number can be given by a call, just for message.

el segurity pin tiene validez durante 5 dias.

There is two ways to active a phone

- If the customer brings the device

- If the customer wants to buy a number with us
[11:54 AM] Nolvy Gonzalez

All good > Le damos time frame al cx

[11:57 AM] Nolvy Gonzalez

Editar la informacion del port

dependiendo del error code
[11:59 AM] Nolvy Gonzalez

El cx se tiene que contactar con su previous carrier y pedir un

manual response

Xfinity Chat:

Line fee de 25 dolares (por linea) si no hay residencial

Transfer line between accounts > DIFERENT ACCOUNT HOLDERS

Monthly Tablet Line Fee

Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad from Xfinity
Mobile. We charge this fee in addition to any applicable DPP charges and data usage on the customer’s line. If a
customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee, they can cancel the
associated line of service. However, this will result in the customer permanently forfeiting any remaining subsidy
credits, if applicable. Also, the customer remains responsible for paying off any DPP balance on the iPad. When a
customer deactivates a cellular iPad on their account, they cannot bring the device back to Xfinity Mobile or
reacquire the monthly subsidy credits, if applicable. Is there any monthly charge for cellular smart watch service on
Xfinity Mobile?
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon activation or 7 days
after purchase, whichever comes first. The smart watch fee is waived for the first 90 days of service, resulting in a
$30 credit on your account. If the watch is activated mid-bill cycle, the fee and credits are prorated for the first and
third months.

Just the XMPP and Unlimited data Plan are the only charges Pro-rated can be make to the customer.

Quality Interaction
What things you can do and what no.

Quality deparment:
An introduction to S4X & BPAs
se trata de un departamento que quiere darles a los customers una buena experiencia cuando viajan por medio
de servicios como visa y ese tipo de cosas. La fundacion de S4X behaviors
- Listen actively and respond appropriately, likie respond to customer's emotions when appropiate, don't
interrump or over-talk
- Discover needs (this is important for the conversation) Ask open-ended questions to learn more about the
customer's knowledge/lifestyle
- Make it effortles means promote self-service to prevent future contact and make the interaction seamless.
- Be warm and friendly: Be authentic, use the customer's name, learn something new about the customer.
- Own it: Use all tools and resources, don't place blame or pass off the customer's issue, resolve any and all
concerns when possible.
- Set clear expectations: Review the customer's reason for calling, what was done, and what comes next.
- Be an Xfinity ambassador: promote the future (what it is) and the benefit (what it does and why it's good for the
customer) of an Xfinity product, what Xfinity sells.
- Show appreciation: Thank the customer for their time, patience, and current/intended business relationship.

We need to solve the reason why the customer is calling.

We should put attention on this four:
1) Discover needs
2) Listen actively and respond appropriately
3) Set clear expectations
4) Own it

With all of this the customer will feel good or no with the service.

You should no this while in listen actively and respond appropriately:

- Verbal collision which means to talk while the customer is doing it, you can avoid distractions and be present at
all times (use your notepad effectively)
-What are background cues? To let them finish what they want to say or ask what they want to ask

someone is discovering needs? Once you have the right information, make the recommendation for the best
solution.

You should do this, Ask strategic, relevant foll Monthly Tablet Line Fee
Xfinity Mobile charges a monthly $10 tablet line fee to all customers who purchase a cellular iPad from Xfinity
Mobile. We charge this fee in addition to any applicable DPP charges and data usage on the customer’s line. If a
customer purchased a cellular iPad and no longer wants to pay the $10/month tablet line fee, they can cancel the
associated line of service. However, this will result in the customer permanently forfeiting any remaining subsidy
credits, if applicable. Also, the customer remains responsible for paying off any DPP balance on the iPad. When a
customer deactivates a cellular iPad on their account, they cannot bring the device back to Xfinity Mobile or
reacquire the monthly subsidy credits, if applicable. Is there any monthly charge for cellular smart watch service on
Xfinity Mobile?
There is a $10 smart watch fee, which includes unlimited talk and text. This fee will start upon activation or 7 days
after purchase, whichever comes first. The smart watch fee is waived for the first 90 days of service, resulting in a
$30 credit on your account. If the watch is activated mid-bill cycle, the fee and credits are prorated for the first and
third months.
Just the XMPP and Unlimited data Plan are the only charges Pro-rated can be make to the customer.

We need to solve the reason why the customer is calling.

We should put attention on this four:
1) Discover needs
2) Listen actively and respond appropriately
3) Set clear expectations
4) Own it

With all of this the customer will feel good or no with the service.

you should no this while in listen actively and respond appropriately:

- Verbal collision which means to talk while the customer is doing it, you can avoid distractions and be present at
all times (use your notepad effectively)
-What are background cues? To let them finish what they want to say or ask what they want to ask

You should not do this in "Own It"

- What does "own it" sound like to you? Assure the customer that you are an expert through a confident tone and
use of power words like "absolutely", "definitely"., etc
- What makes you feel confident in the person helping you? Remember, we're all Xfinity all the time don't pass the
buck or blame other for mistakes.

You should not do this while yo are discovering needs:

Firs, be affective, relevant questions to gather a deep understanding of the specific customer situation and needs,
in order to provide the best solution.
- HOW do you feel when you're asked questions one-after-the-other? It's better to keep it conversational and
maintain the natural back and forth.
- What words or phrases make you think ow-Up questions.

Be warm and friendly: Create a personal and genuine connection so the customer feels valued, truly believes the
company and the specialist cares, and builds a foundation of trust.
-Learn something new about your customer

Show appreciation:
- Thank the customer for their current or intended relationship with the company.
- Make sure the leave the interaction knowing their issue is important to you
- Don't brush off the small things even a small problem can be a big deal for them.

Bussines process accuracy:

- Customer approval: be sure to read the script provided verbatim.if thisis not required during the call,
please mark evaluations.
- Customer interaction policy: Zero tolerance for any comcast code of conduct violations.
- Authentication: Follow the national authentication policy bases on the customer profile, approppiately
share information with the account holder, and do not divulge account information to unanthorized
individuals.
- Risk management:If running a credict check, make sure the coustomer knows why and the outcome.
- Account notation: Your notes are all that the next person may have to go on, so be sure to paint a
complete picture.
- Transaction accuracy and tool effectiveness: Follow the established company.

RED FLAGS>>>
- Customer interaction policy
- Customer

When a customer has problems with the network:

We have the options to see how is the line, if its is active or desactive.
We check on network overview, and see the details of the phone line status, line information, IMSI, IMEI,and MDN
and Sim card number.

Line status:
- active
- deactive
- suspention of the line or cancelation of the line

Troubleshooting requiere to review the section of "Network overview".

by the problems with conection, network, changes in the line status.

Plan and features

- Depends of the plan the custumer have, and the brand of the device or the model.

IN THE NETWORK OVERVIEW:

CN: connected to the line
RS: non-connected

Correct TROUBLESHOOTING:
ITG:Interactive troubleshooting guides
Search mobile because we only work with "mobile area" >>> ( Xfinity mobile )
( HOW11880 Activating a Device - XM360 Help ) >>> Policy of troubleshooting
MOBILE>>> We can find the next problems:
- activation issues
- connection issues
- activation
- Abuse/Security assurance services
- equipment issues
- voicemail issues
- billing
- Xfinity Apps
SUPPORT:
Device troubleshooting>
- Apple watch
- Phones
- Accesories

-SOME STUFF ABOUT DEVICES-

UPGRADES: MEANS JUST AN UPGRADE, CHANGE A DEVICE AND THE INFORMATION IN THE ACCOUNT.
CHANGE THE COLOR OR THE BRAND OF A CELL PHONE,

REQUIERMENTS FOR AN UPGRADE:

- Account in good standing
- the device that will change need to be in full payment
- eligibility of the device for "montly payments"

If the customer has the account in order with all the requierments than can apply to an upgrade.
To Change a device you just search the option "Replace device" then you select the new device, and obviously the
device has been buyed with Xfinity mobile.

~UPGRADE~
Es una actualizar una linea ya sea cambio la marca del telfono o cambiando el color. ya una vez el telefono se
encuentre en la cuenta.

Requisitos:
la cuenta tiene que estar en good standing
el telefono que el quiere reemplazar ya tiene que estar pagado por completo.
elegibility tiene que ser elegible para monthly payments.

~EARLY UPGRADES~
es una actualizar una linea ya sea cambio la marca del telfono o cambiando el color. ya una vez el telefono
se encuentre en la cuenta siempre y cuando el dispositivo se compro con nostros y tiene 12 pagos ya
realizados

~Requisitos~
la cuenta tiene que estar en good standing
el telefono que el quiere reemplazar ya tiene que tener 12 pagos realizados.
elegibility tiene que ser elegible para monthly payments

~Differences between Upgrades en early Upgrades~

- Early el telefono que tienen actualmente lo regresan a la store y salen con un dispositivo nuevo y el upgrade
ellos se quedan con el dispositivo.
- Early se hace en la store, Upgrade lo pueden hacer online by the phone o in the store

~Bring Your Own New Device Existing Line~

~BYONDEL~ Se actualizan comprando en otro lugar fuera de Xfinity
~Upgrade~ Se actualiza con un dispositivo que adquiere o compra en Xfinity mobile.

ACTIVATIONS PORT OUTS:

- la cuenta de Xfinity comienza con el numero 100

- El numero de ComCast (residential service) comienza con numero 8

Para irse el cliente se requiere el numero de cuenta y el numero de compania.

el security numbre can be give by a call, just for message.

el segurity pin tiene validez durante 5 dias.

14/10/21
REVIEW
Device network overview
*Basic troubleshooting
*Reset network settings
*mientras el telefono este encendido le saco la SIM card y la ingreso nuevamente y le reinicio el phone.
*Always verify the software of the phone este actualizado con la ultima version.
*ITG

upgrade y early upgrade es la actualizacion de una linea ya existente en la cuenta lo unico que se
cambia es el dispositivo ya que simepre tendra el mismo numero y el mismo nickname
 Diferencias upgrade este proceso requiere que el telefono este pagado por completo. 
este se puede hacer por medio del telefono, online o en la store.

 Ealry upgrader este proceso requiere que el telefono este pagado en un 50%. 
solo se puede hacer en la store por el motivo de que el telefono se regresa a la store.

 DEVICE UNLOCKED (Desbloquear el telefono para todas las redes)

REQUIREMENTS:

 Be in pay full
 The account in good standing
 Active with Xfinitive more than 60 days
  El telefono tiene que ser comprado con nosotros

DEVICE UNLOCK : se hace cuando la linea esta desactivada o el boton sale en gris. (Cuando sale Grate out)
https://forms.office.com/Pages/ResponsePage.aspx?id=6e9qkKd2ZU-
4LV7CB3XVqsAgjJZIJi9CqvtOQwdNHxdURFdWN1BENEtRUTBFV0hQRkVSNU81OU5WRS4u
STEPS:
1) Your BP
2) Tegucigalpa
3) No military suspension
4) Yes
5) Yes( have 60 day)
6) Yes ( the account in good standing)
7) name customers
8) CSG: Es el Comcast number
9) IMEI( number of the phone que se esta desbloqueando)
10) MDN: number del phone
11) # DE ORDER de la compra
12) Reasons for the unlock request.

Se desbloquea en 48 a 72 horas

Para Port out se le da el security Pin y si el cliente no puede recibir mensaje de texto se le hace call back.

ACTIVATIONS
New number: zip code and device SIM ICCID
Port in: number que biene de otra company : porting phone #, carrier , name, social security#, address, zip
code, state, account pin ,account number.
END STEPS
1) Save port information
2) Submit port
 TOOLS: CROSSROADS
POLICY: HOW12004 Xfinity Mobile Porting Error Codes - XM360 and CRM.

PORT IN activation
Confirmed: costumer need to wait
Resolution required: have an error and modify the information
Delay: the company need to check the information.

Como entrar
Toolkit > Crossroads (MySyniverse)> Credentials > WLNP Prod > Port Center GUI > Port
Request/Response Administration > ICP Port Details

Steps:
1) Toolkit CROSSROADS
2) Username and password
3) WLNP prod
4) Port center GUI
5) Port request/response administration
6) ICP port details
*port in request and ported TN: phone number
Query.
Como salir
Steps:
1) In the button X
2) The house
3)
 All good > Le damos time frame al cx

Editar la informacion del port dependiendo del error code.

El cx se tiene que contactar con su previous carrier y pedir un

manual response.

CUANDO ACTIVA UN DEVICE HAVE 2 OPTIONS:

 Traer de otra company

 O quiere que le demos uno

*si cancela un linea necesita esperar 20 days to active

RETURNS
1) The device have to be in the 14 days. Si se pase de los 14 days no se puede regresar
 2) The device needs to be active in Xfinitve

LABLE
para poder reenviar el lable:
1) Toolkit
2) XCS
3) Infinitive mobil
4) Fedex lable requests
[11:51 AM] Josue Ventura

[11:51 AM] Josue Ventura

[11:51 AM] Josue Ventura

[11:52 AM] Josue Ventura

[11:52 AM] Josue Ventura

New (steps)
1) Name
2) Address
3) City
4) State
5) Zip code
6) Phone number
7) CSG NUMBER
8) Order ID
9) Email address
10) IME: del telefono que regresa
11) Reasons for lable creation
12) Notes
13) Save
 **Tarda 48 horas al responder y recivierlo.

ACTIVATED REPLACEMENTS
ACTIVATIONS REPLACEMENT DEVICE
*Solo lo activa tier2 para no perder el XMPP.
*Lo que dan los device manufacture and assurent.
*no se refleja en la cuenta por que lo entrega un tercero.
EN BYOD pierde el XMPP.

Replacement Device it's just provided by assurant and the manufacturer! .

Replacement devices it's just activated by Tier 2 because this is the escalation path that we do have to follow

Why does only Tier2 able to activate the replacement device? Because if we as Tier 1 agent we do activate the
phone our customer will loose the XMPP! But if Tier2 activates the phone the customer will not loose the XMPP!

HOW TO DELIVER REPLACEMENT SIM CARD

*no cobramos por envio de una sim card
Steps:
1) devices
2) Choose the line
3) Select: replace sim
4) Select the reason
5) Select ship sim
6) Verify the name of the customers
7) Finally place order

EINSTEIN CHAT
*solo en casos especiales como:
 1) Xm shipping issues: (order verification)

2)

CUANDO LE CUSTOMER SE QUIERE MOVERSE DE RESIDENCIAL Y QUIERE CANCELAR SU RECIDENCIAL

Y SOLO QUIERE LE MOBIL : SE PUEDE PERO PIERDE MUCHOS DERECHOS, POR NO TENER
RECIDENCIAL PAGA 25$ POR RETRASO Y POR LINEA.

REQUIREMENTS TO TRANSFER A LINE BETWEEN XFINITY MOBILE ACCOUNT

*BOTH ACCOUNTS UNDER GOOD STANDING.

* THE DEVICE NEEDS TO BE ACTIVATED.
*THE ACCOUNT NEEDS TO BE OLDERS MORE THAN 2 MONTHS AGO.
* CHECK ELIGIBILITY.
Transfer line between accounts > DIFERENT ACCOUNT HOLDERS
[11:30 AM] Nolvy Gonzalez

Transfer Line Between Accounts > DIFERENT ACCOUNT HOLDERS

[11:30 AM] Nolvy Gonzalez

GUID > Same account holder but different address or acc number

Lo hace un support. se llena la forma y se le explica al customer y se cuelga.

CRM: el papa de los pollitos xD

Se puede buscar cuentas con:

MDN

Account number

Order ID

Billing arragement (xfinity mobile account)

Comcast account

Ver los ultimos 4 numeros de la tarjeta:

Pending credit
Arriba hay un hyperlink para last bill amount

Para ver device en CRM es view Products

(Si un costumer hace una cancelacion el sistema le da 30 dias para reactivarla)

PORT RESPONSE POSSIBLE STATUS:

- Confirmed
- Resolution requires
- Delay
el tiempo que tarda una SIM Card en llegar son two bussines days

To send a Security Pin to a customer:

Overview> Scroll Down> Security Pin> Select line to receive PIN> Send Pin

Things that can do the:

 Primary Account Holder

*View information
*Troubleshooting
*Changes (data plans, change number and add features)
*Pay bills
 *Add new lines
*Manage users

 Manager

*View information
*Troubleshooting
*Changes (data plans, change number and add features)
*Pay bills

 Member

*View information
*Troubleshooting
*Pay bills

 Viewer

*View information
*Troubleshooting