Xfinity Assistant (09/20/2023, 12:20:54 AM): "Thanks for scheduling your $234.

12
payment to Xfinity! Once your payment processes on Sep 30, 2023, I'll send you
another confirmation. To review your payment details, go here:
https://customer.xfinity.com/billing/services I can help you make a change to
or cancel your payment here:
[PH:link:AT] TxtHelpOrStopMsg&DataRatesMayApply"
Buttons: CROSS_CHANNEL_URL | CROSS_CHANNEL_TEMPLATEID
Xfinity Assistant (09/27/2023, 10:13:07 PM): "Hi ChristopWe'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 (09/27/2023, 10:15:23 PM): "Hi, Christopher. Just a friendly
reminder that you've arranged a payment .What would you like to do?"
Buttons: View my bill | Change my payment arrangement date | Learn about the
Affordable Connectivity Program | I need help with something else
CHRISTOP (09/27/2023, 10:15:41 PM): "Change my payment arrangement date"
Xfinity Assistant (09/27/2023, 10:15:41 PM): "Sounds good. I can help you modify
your payment arrangement now. Just so you know, you won't be able to make
video On Demand and pay-per-view purchases until your payment
processes. Please keep in mind that if your payment can't be processed, your
services will be suspended."
Buttons: Continue
CHRISTOP (09/27/2023, 10:15:56 PM): "Continue"
Xfinity Assistant (09/27/2023, 10:15:56 PM): "Sounds good. You can modify a payment
with me today by selecting a date between today and Sep 28, 2023."
CHRISTOP (09/27/2023, 10:17:04 PM): "I need to extend it until the 29th"
Xfinity Assistant (09/27/2023, 10:17:04 PM): "Hi, Christopher. Just a friendly
reminder that you've arranged a payment .What would you like to do?"
Buttons: View my bill | Change my payment arrangement date | Learn about the
Affordable Connectivity Program | I need help with something else
CHRISTOP (09/27/2023, 10:17:15 PM): "I need help with something else"
Xfinity Assistant (09/27/2023, 10:17:15 PM): "I'm sorry, I'm having trouble
accessing your account details. You can chat with an agent or try logging in to My
Account."
Buttons: Chat with an agent | View bill in My Account
CHRISTOP (09/27/2023, 10:17:24 PM): "Chat with an agent"
Xfinity Assistant (09/27/2023, 10:17:24 PM): "Sure, I have a couple options for
you. I can connect you with a live chat agent, or I can have the next available
agent call you at 240-598-8104.Which works best for you?"
Buttons: Connect with a chat agent | Call me as soon as possible
CHRISTOP (09/27/2023, 10:17:32 PM): "Connect with a chat agent"
Xfinity Assistant (09/27/2023, 10:17:32 PM): "OK. I'll put you in touch with a live
agent now."
Agent (09/27/2023, 10:20:10 PM): "Hi Christop, thank you for contacting Xfinity. My
name is Tejas. I see you may have questions about your bill. Is that correct?"
CHRISTOP (09/27/2023, 10:21:01 PM): "Yes. I need it extended until the ##th. My
check will not go into the bank until midnight on the ##th "
Agent (09/27/2023, 10:22:08 PM): "No worries Christop, let me check the details on
your account I will help you with it."
CHRISTOP (09/27/2023, 10:22:30 PM): "Thank you"
Agent (09/27/2023, 10:23:01 PM): "You are welcome."
Agent (09/27/2023, 10:23:01 PM): "To confirm is that correct your service address
6106 Ronna Cir, Waldorf, MD 20601 ?"
CHRISTOP (09/27/2023, 10:23:07 PM): "Yes"
Agent (09/27/2023, 10:23:55 PM): "Thank you for confirming."
Agent (09/27/2023, 10:25:21 PM): "Please allow me couple of minutes to check the
details on your account."
CHRISTOP (09/27/2023, 10:25:27 PM): "ok "
Agent (09/27/2023, 10:28:03 PM): "Thank you for waiting. I really appreciate your
patience."
CHRISTOP (09/27/2023, 10:28:19 PM): "No problem. Thank you "
CHRISTOP (09/27/2023, 10:28:46 PM): "I can still pay the full amount due. Past and
current "
Agent (09/27/2023, 10:30:25 PM): "Okay I have checked the details your current due
balance is $234.12 in which your past due amount is $116.47 and your soft
disconnection date is Sep 29."
Agent (09/27/2023, 10:30:43 PM): "So you can pay at least past due amount on Sep
29."
Agent (09/27/2023, 10:31:10 PM): "However I see you are also eligible for the
payment arrangement plan."
CHRISTOP (09/27/2023, 10:31:37 PM): "Can I make a schedule payment for the full
amount. If I try online it only goes to the ##th"
Agent (09/27/2023, 10:31:44 PM): "So you can set up the payment arrangement towards
the past due amount with available date."
CHRISTOP (09/27/2023, 10:32:57 PM): "Thank you "
Agent (09/27/2023, 10:32:58 PM): "Okay so you will have to set up the payment
arrangement plan where you will get the 10 more days extension to pay yourpast due
amount."
Agent (09/27/2023, 10:33:47 PM): "You're most welcome."
Agent (09/27/2023, 10:34:05 PM): " Email(s) and SMS text successfully sent.clg.bat
[email protected](240) 598-8104"
Agent (09/27/2023, 10:34:43 PM): "I have also shared the document with steps so you
can easily set up the plan on your account."
CHRISTOP (09/27/2023, 10:35:09 PM): "I appreciate your help. Thank you and have a
wonderful evening "
Agent (09/27/2023, 10:35:18 PM): "My pleasure!"
Agent (09/27/2023, 10:37:11 PM): "I see you're pre-qualified for Xfinity Mobile.
You can have flexibility with plans, no contract, and a reliable 5G network. May
I know how much are you currently paying for your mobile service so that I can help
you to save hundred's of dollars a year with us ?"
CHRISTOP (09/27/2023, 10:37:46 PM): "I’m actually looking at that as we speak. I
want to switch my service to Xfinity "
CHRISTOP (09/27/2023, 10:38:32 PM): "I pay $### a month for # phones "
Agent (09/27/2023, 10:38:57 PM): "Oh that's alot."
Agent (09/27/2023, 10:39:15 PM): "Or just for services ?"
CHRISTOP (09/27/2023, 10:40:09 PM): "Yes the devices as well. It is actually $##
per line "
Agent (09/27/2023, 10:40:53 PM): "Oh I see."
Agent (09/27/2023, 10:41:02 PM): "And are they Apple ?"
Agent (09/27/2023, 10:41:07 PM): "Or Android ?"
CHRISTOP (09/27/2023, 10:41:07 PM): "I’m not happy with the service. "
Agent (09/27/2023, 10:41:24 PM): "I can help you with best plan and offers, please
do not worry."
CHRISTOP (09/27/2023, 10:41:26 PM): "Apple iPhone ## "
Agent (09/27/2023, 10:41:36 PM): "Both are Apple right ?"
CHRISTOP (09/27/2023, 10:42:03 PM): "yes. Oh I also have an Apple Watch "
Agent (09/27/2023, 10:42:10 PM): "Okay so let me explain you now."
Agent (09/27/2023, 10:44:13 PM): "We provide 2 lines all Unlimited at just $60/mo
and currently we are offering Buy one line and get one line free offer. So you will
be just paying for 1 line as $30/mo. And we will be adding credit for 2nd line for
12 months."
Agent (09/27/2023, 10:45:10 PM): "So 2 lines all Unlimited costs you $65/mo with
taxes and fees.But we will be adding credit up to $30 for 2nd line for 12 months.So
you will be just paying around $35/mo for 2 mobile lines."
CHRISTOP (09/27/2023, 10:45:13 PM): "That sounds amazing "
CHRISTOP (09/27/2023, 10:45:56 PM): "What about my watch. Do I have to keep that
with ATT"
Agent (09/27/2023, 10:46:33 PM): "And as you have Apple devices, so if you trade in
your devices, we are offering up to $830 off on trade in for each device.So you can
get the trade in value by check at your address which you can use to pay off your
devices."
Agent (09/27/2023, 10:46:43 PM): "We provide 1 watch line at just $10/mo"
CHRISTOP (09/27/2023, 10:47:17 PM): "Ok. I want to do this. "
Agent (09/27/2023, 10:47:27 PM): "So 2 unlimited lines and 1 watch line will cost
you around $77/mo with taxes and fees.But you will be paying around $37/mo for 12
months."
CHRISTOP (09/27/2023, 10:47:37 PM): "Do I have to wait until I pay my balance on
the ##th"
Agent (09/27/2023, 10:48:05 PM): "Is that Sep 29th or Oct 29th ?"
CHRISTOP (09/27/2023, 10:48:15 PM): "sept "
Agent (09/27/2023, 10:48:32 PM): "Superb! "
Agent (09/27/2023, 10:48:38 PM): "Let me explain you."
Agent (09/27/2023, 10:49:07 PM): "Once we place the order, you receive the sim card
within 72 hours and after that you will be having 14 days to activate the Xfinity
services."
CHRISTOP (09/27/2023, 10:49:30 PM): "Ok"
Agent (09/27/2023, 10:49:31 PM): "So we can place the order now and once it is paid
on 29th, you can activate our services."
Agent (09/27/2023, 10:49:40 PM): "Does that sounds good to you ?"
CHRISTOP (09/27/2023, 10:49:47 PM): "Yes"
Agent (09/27/2023, 10:49:54 PM): "Cool!"
CHRISTOP (09/27/2023, 10:49:57 PM): "can we keep the same numbers "
Agent (09/27/2023, 10:50:20 PM): "You can keep the same device and same number and
there will be no term contract as well."
Agent (09/27/2023, 10:50:33 PM): "And no term contract means same price until you
have services with Xfinity."
CHRISTOP (09/27/2023, 10:50:58 PM): "awesome "
CHRISTOP (09/27/2023, 10:51:04 PM): "I’m ready"
Agent (09/27/2023, 10:51:08 PM): "Cool!"
Agent (09/27/2023, 10:51:26 PM): "So I'll need the IMEI number along with phone
number one by one."
Agent (09/27/2023, 10:51:44 PM): "Also please do not minimize or toggle the chat
window."
CHRISTOP (09/27/2023, 10:52:01 PM): "Ok "
Agent (09/27/2023, 10:52:10 PM): "You can simply get the details from current
mobile provider application in linked device section."
Agent (09/27/2023, 10:53:04 PM): "You can get all the details from one
application."
CHRISTOP (09/27/2023, 10:53:18 PM): "## ###### ###### #"
Agent (09/27/2023, 10:53:34 PM): "Great! Also help me with phone number."
CHRISTOP (09/27/2023, 10:53:53 PM): "thats the first one , the number is ###-###-
####"
Agent (09/27/2023, 10:54:19 PM): "Cool! Also help me with other device details and
watch IMEI"
CHRISTOP (09/27/2023, 10:55:11 PM): "## ###### ###### #"
CHRISTOP (09/27/2023, 10:55:30 PM): "This is for number ###-###-####"
Agent (09/27/2023, 10:55:46 PM): "Superb!"
Agent (09/27/2023, 10:55:52 PM): "Now last Watch IMEI"
CHRISTOP (09/27/2023, 10:56:43 PM): "##############"
Agent (09/27/2023, 10:57:24 PM): "Thank you!"
CHRISTOP (09/27/2023, 10:57:40 PM): "You’re welcome"
Agent (09/27/2023, 10:57:41 PM): "Now I am sharing you the secure link to fill the
details as DOB and SSN as it will be required to create a new Xfinity mobile
account under your identity and place the order for sim card."
CHRISTOP (09/27/2023, 10:57:59 PM): " ok"
Agent (09/27/2023, 10:58:00 PM): "Once you fill the details in the link and click
on submit, Please do not click on any other link or website or do not click on
Initiate a chat so that we don't lose each other.Just fill the details and click on
submit and stay connected."
Agent (09/27/2023, 10:58:06 PM): "Your personalized secure data link:
https://iguard-po-1pp.slb.comcast.com:9443/ui?V7HZemtKFmowZzDEf1o9E9 Please use
this link to our secure information site to safely enter the requested information.
I'll be available if you have any questions throughout the process"
Agent (09/27/2023, 10:58:21 PM): "Let me know once you fill the details."
Agent (09/27/2023, 10:58:38 PM): "Looks like you were able to complete the form
successfully!"
CHRISTOP (09/27/2023, 10:58:50 PM): "Done"
Agent (09/27/2023, 10:58:52 PM): "Now please stay connected while I proceed ahead."
Agent (09/27/2023, 11:01:41 PM): "Could you please check the IMEI for watch
again ?"
Agent (09/27/2023, 11:01:53 PM): "It's invalid IMEI"
CHRISTOP (09/27/2023, 11:02:09 PM): "Ok hold on "
Agent (09/27/2023, 11:02:17 PM): "There is 1 digit missing."
CHRISTOP (09/27/2023, 11:02:56 PM): "################"
Agent (09/27/2023, 11:03:08 PM): "Thank you."
Agent (09/27/2023, 11:05:17 PM): "So your monthly bill will be $46.63 with taxes
and fees for 2 lines Unlimited and 1 watch line for 12 months."
CHRISTOP (09/27/2023, 11:05:39 PM): "Perfect"
Agent (09/27/2023, 11:05:41 PM): "And after that it will be $76.63 fixed."
Agent (09/27/2023, 11:06:50 PM): "Now I am sharing you the secure link again to
fill the card details to set for billing for mobile account. Also there will be $0
charges for today, so please be rest assure."
Agent (09/27/2023, 11:07:03 PM): "Once you fill the details in the link and click
on submit, Please do not click on any other link or website or do not click on
Initiate a chat so that we don't lose each other.Just fill the details and click on
submit and stay connected."
Agent (09/27/2023, 11:07:11 PM): "Your personalized secure data link:
https://iguard-po-1pp.slb.comcast.com:9443/ui?G882uXzk4SCnJXuSvKNjdK Please use
this link to our secure information site to safely enter the requested information.
I'll be available if you have any questions throughout the process"
CHRISTOP (09/27/2023, 11:07:12 PM): "Ok"
Agent (09/27/2023, 11:07:20 PM): "Let me know once done."
Agent (09/27/2023, 11:09:13 PM): "Looks like you were able to complete the form
successfully!"
Agent (09/27/2023, 11:09:19 PM): "Also your device has E-sim, so there will be no
any shipment. You can activate the lines on Sep 29th.Also there will be just one
time $10 activation fees for each line applied on your bill after activating the
mobile line."
CHRISTOP (09/27/2023, 11:09:25 PM): "Ok"
Agent (09/27/2023, 11:09:32 PM): "Shall I share you the approval on (240) 598-
8104 ?"
CHRISTOP (09/27/2023, 11:09:46 PM): "Yes please "
Agent (09/27/2023, 11:10:13 PM): "Cool! I have shared it, please do approve it and
let me know once done so that I can finalize it."
Agent (09/27/2023, 11:10:53 PM): "Also I am sharing you the activation and order
verification document on email and text, also you can contact us 24x7 to get help
for activation."
Agent (09/27/2023, 11:11:01 PM): "If our Order Verification team contacts you by
phone, you can complete over-the-phone verification. You will also receive an email
shortly to verify the order where you will have to submit images of the front and
back of your valid state-issued ID that would be either your Driver's License or
Passport. Please ensure, the name on the ID matches the account holders name
only, not the name of a Manager, authorized user or someone else. The photos were
taken in a well-lit area, making sure they are legible If we don't receive the
documents within 72 hours of placing the order, your order will be canceled. You'll
receive an email that the order has been canceled."
CHRISTOP (09/27/2023, 11:12:14 PM): "Ok"
Agent (09/27/2023, 11:12:55 PM): "Yes!"
Agent (09/27/2023, 11:13:27 PM): "Order completed successfully!A receipt for order
#XXXXXXXXXXXX4003713 has been emailed to clg.bat man @gmail.com"
CHRISTOP (09/27/2023, 11:14:19 PM): "Where do I send the photo of id "
Agent (09/27/2023, 11:15:33 PM): "You will receive the verification link on your
email as I have also shared the documents on your email so please do check."
CHRISTOP (09/27/2023, 11:15:37 PM): "ok"
Agent (09/27/2023, 11:16:00 PM): "Thank you for your time and patience !!"
CHRISTOP (09/27/2023, 11:16:11 PM): "thank you. "
CHRISTOP (09/27/2023, 11:16:13 PM): "Also"
Agent (09/27/2023, 11:16:26 PM): "My pleasure!"
CHRISTOP (09/27/2023, 11:16:29 PM): "can you help with me getting the upgraded
modem "
Agent (09/27/2023, 11:16:56 PM): "Sure, let me check your current modem details."
CHRISTOP (09/27/2023, 11:17:23 PM): "thank you. "
CHRISTOP (09/27/2023, 11:17:39 PM): "You have provided such awesome customer
service"
Agent (09/27/2023, 11:17:49 PM): "The pleasure is mine."
Agent (09/27/2023, 11:19:04 PM): "I have checked your current modem is Xb6 version
so I will help you with the new version XB7 modem which compatible with above
1200MBPS speed of Internet "
CHRISTOP (09/27/2023, 11:19:29 PM): " thanks"
Agent (09/27/2023, 11:19:56 PM): "Please allow me a moment while I add the shipment
for it ."
Agent (09/27/2023, 11:20:13 PM): "Would you like to add XFI plan ?"
CHRISTOP (09/27/2023, 11:20:26 PM): "What is that? "
Agent (09/27/2023, 11:20:54 PM): "SummaryLearn about the Xfinity xFi Complete
product provided in the Northeast Division.Quick LinksOverviewEffective
DateBenefitsWhole-Home WiFi ExperienceEquipment RequirementsEligibilityBilling
Descriptions/Codes and PricingCollapse All SectionsOverviewXfinity xFi is a
superior in-home WiFi experience, delivering the best combination of speed,
coverage, and control throughout the home. For customers who want more speed,
security, and value, xFi Complete provides an unparalleled experience.xFi Complete
includes:xFi Advanced Gateway rentalAdvanced Security on the GoWhole-Home WiFi
EvaluationxFi Pod (included, if recommended)"
Agent (09/27/2023, 11:21:44 PM): "As you will be getting the XFI complete with
discounted price. "
CHRISTOP (09/27/2023, 11:22:35 PM): "Then yea"
CHRISTOP (09/27/2023, 11:22:39 PM): "Yes"
Agent (09/27/2023, 11:23:21 PM): "XFI complete price is $25 per month which Include
your rental modem fees $15 and $10 for the XFI features. but you will get the XFI
complete at $20 per month It's mean your bill will be only $5 per month extra."
CHRISTOP (09/27/2023, 11:23:51 PM): "ok let’s do it "
Agent (09/27/2023, 11:24:09 PM): "Great !"
Agent (09/27/2023, 11:25:06 PM): "Please allow me a moment while I send the order
summary and approval link for shipment and XFI."
CHRISTOP (09/27/2023, 11:26:05 PM): "ok"
Agent (09/27/2023, 11:28:50 PM): "Thank you for waiting."
Agent (09/27/2023, 11:29:30 PM): "You are adding the following equipment and
services: xFi Complete for an introductory price of $20.00 per month for 12 months,
and then regular rates will apply, currently $25.00 per month. Regular rates after
promotional period are subject to change.You are removing the following services:
Gigabit Extra;Gigabit Internet;Internet/Voice Equipment Rental; Your estimated
recurring monthly bill will be $110.67, including $0.68 of estimated monthly taxes,
and government and other fees. The following charges will appear on your first bill
only, plus applicable taxes and fees: Getting Started Kit Delivery for $15.00;
Lastly, I'll run through some important details about your order.You understand and
agree that your Xfinity services, regular rates, equipment charges, taxes, fees,
and other charges are subject to change at any time, with or without notice, to the
extent permitted by applicable law.You ordered xFi Complete, which includes an
Xfinity Gateway modem. If you do not activate your leased Xfinity Gateway within 30
days and keep it active, xFi Complete will be cancelled."
Agent (09/27/2023, 11:30:23 PM): "There will be one time shipment fee $15 for the
modem and you will receive the new version XB7 modem within 72 hours at your door
step."
Agent (09/27/2023, 11:30:47 PM): "Shall I send you order summary and approval link
on it (240) 598-8104 ?"
CHRISTOP (09/27/2023, 11:30:56 PM): "Yes"
Agent (09/27/2023, 11:31:10 PM): "I have send the order summary, Please review it,
and if correct, click "I agree.""
Agent (09/27/2023, 11:31:13 PM): "After reviewing the order details, please click
"I agree." Once approved, please stay on the chat so that I can complete your
order."
CHRISTOP (09/27/2023, 11:31:28 PM): "im sorry, the email for the photo id, you sent
that "
Agent (09/27/2023, 11:33:06 PM): "Yes and you will get the verification link within
couple of hours."
Agent (09/27/2023, 11:33:39 PM): "I have got your approval. thank you for approving
the order."
Agent (09/27/2023, 11:34:02 PM): "And here is the order Id XXXXXXXXXXXX2098."
Agent (09/27/2023, 11:35:56 PM): "Please be rest assure you will receive the
verification link within couple of hours as your order was successfully submitted."
CHRISTOP (09/27/2023, 11:35:57 PM): "Our internet just went down so it’s taking a
bit"
CHRISTOP (09/27/2023, 11:37:59 PM): "I finished the last request, did it go
through"
Agent (09/27/2023, 11:39:45 PM): "Is there anything else I can assist you with
today?"
CHRISTOP (09/27/2023, 11:41:02 PM): "no I think you have exceeded my expectations.
However, the internet is running extremely slow right now. Will that fix itself? "
Agent (09/27/2023, 11:42:10 PM): "Yes it will take few minutes to appear XFI
features on your network so please do not worry."
CHRISTOP (09/27/2023, 11:42:45 PM): "Ok. Thank you again. You have outdone
yourself. "
CHRISTOP (09/27/2023, 11:42:51 PM): "Have a great evening "
Agent (09/27/2023, 11:43:09 PM): "I am happy, we could make this right for you. It
was lovely assisting you today I would love to hear on the experience I was able to
provide you today. If you would like to share them please click on "End Agent Chat"
option at the bottom center of this chat session."
Agent (09/27/2023, 11:43:28 PM): "Have a great night !"
Agent (09/27/2023, 11:43:32 PM): "Take care."
Xfinity Assistant (09/27/2023, 11:43:45 PM): "Thank you for contacting us."
Buttons: Download Transcript