--- Conversation on 09/16/2024 ---

Xfinity Assistant (05:21 pm): Thank you for contacting us.

Xfinity Assistant (05:23 pm): Thinking about your chat with us, how likely are you
to recommend Xfinity to friends and family? Reply from 0 Not at all Likely to 10
Extremely Likely.\n\nTo return to the Xfinity Assistant, type exit.

--- Conversation on 09/17/2024 ---

Xfinity Assistant (02:12 pm): Total balance due: $115.00\nPast due balance: $80.00

Xfinity Assistant (02:12 pm): Your service has been disconnected. To restore your
service today you'll need to make a payment for your past due amount.

Lauren (02:15 pm): agent

Xfinity Assistant (02:15 pm): OK. Which service do you need help with?

Lauren (02:15 pm): Xfinity Services

Xfinity Assistant (02:15 pm): Total balance due: $115.00 \nPast due balance: $80.00
\nDue date: Oct 02, 2024

Xfinity Assistant (02:15 pm): Your Xfinity services were disconnected. To restore
your service, please pay your past due balance of $80.00 online or by calling our
automated phone system at 1-800-XFINITY.

Lauren (02:15 pm): agent

Xfinity Assistant (02:15 pm): OK. Which service do you need help with?

Lauren (02:15 pm): Xfinity Services

Xfinity Assistant (02:15 pm): Total balance due: $115.00 \nPast due balance: $80.00
\nDue date: Oct 02, 2024

Xfinity Assistant (02:15 pm): Your Xfinity services were disconnected. To restore
your service, please pay your past due balance of $80.00 online or by calling our
automated phone system at 1-800-XFINITY.

Lauren (02:17 pm): billing

Xfinity Assistant (02:17 pm): Total balance due: $115.00\nPast due balance: $80.00

Xfinity Assistant (02:17 pm): Your service has been disconnected. To restore your
service today you'll need to make a payment for your past due amount.

Lauren (02:17 pm): no

Xfinity Assistant (02:17 pm): I'm having trouble following our conversation. Please
type a message and follow the prompts presented.

Lauren (02:17 pm): agent

Xfinity Assistant (02:17 pm): OK. Which service do you need help with?

Lauren (02:17 pm): Xfinity Mobile

Xfinity Assistant (02:17 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (02:17 pm): Billing

Xfinity Assistant (02:17 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (02:17 pm): Chat with an agent

Xfinity Assistant (02:17 pm): No problem. I'll put you in touch with a live agent
now.

Agent (02:17 pm): Hi Lauren, thank you for contacting Xfinity. My name is Ajay. I
see you may have questions about your Xfinity Mobile bill. Is that correct?

nullAgent (02:22 pm): Thank you for sharing your concern. As I am from the mobile
team, I have limited access, so I can connect you with the internet team for the
best assistance.

nullnullXfinity Assistant (02:30 pm): Total balance due: $115.00\nPast due balance:
$80.00

Xfinity Assistant (02:30 pm): I can help you with that. To restore your service and
avoid additional charges, please pay your past due balance or sign up for an
installment plan, which will give you the option to pay down your past due balance
over 12-months without affecting any of your services.What would you like to do?

Lauren (02:30 pm): Sign up for installment plan

Xfinity Assistant (02:30 pm): Great. Select the button below to sign up for the
installment plan.

Xfinity Assistant (02:32 pm): Thank you for contacting us.

Lauren (02:32 pm): i need to chat with agent about mobile services

Xfinity Assistant (02:32 pm): OK. Which service do you need help with?

Lauren (02:32 pm): Xfinity Services

Xfinity Assistant (02:32 pm): Total balance due: $115.00 \nPast due balance: $80.00
\nDue date: Oct 02, 2024

Xfinity Assistant (02:32 pm): Your Xfinity services were disconnected. To restore
your service, please pay your past due balance of $80.00 online or by calling our
automated phone system at 1-800-XFINITY.

Lauren (02:34 pm): Chat with an agent

Xfinity Assistant (02:34 pm): OK. I'll put you in touch with a live agent now.

nullAgent (02:36 pm): Hi Lauren, welcome back. This is Nisha, please give me a few
moments to review the conversation so we can pick up right where you left off.

nullnullAgent (02:38 pm): You're welcome

Agent (02:38 pm): Please help me with you contact number to arrange a callback with
internet team .

Agent (02:38 pm): Yes, we are still connected .

nullnullAgent (02:40 pm): Sure, please allow me couple of minutes

nullAgent (02:41 pm): You're welcome

Agent (02:43 pm): Shall I connect you to the dedicated team ?

nullAgent (02:45 pm): Hi Lauren, welcome back. This is Ashok, please give me a few
moments to review the conversation so we can pick up right where you left off.

nullAgent (02:45 pm): Welcome back, Lauren. This is Ashok. Let me go ahead and
review the previous conversation to help resolve your concern.

nullAgent (02:47 pm): Please do not worry i will sure go ahead and help you with
the same.

nullAgent (02:49 pm): How are you doing today?

nullAgent (02:51 pm): I am well, thank you for asking.

Agent (02:53 pm): Please allow me a couple of minutes while I review your account
and assist you further.

nullnullAgent (02:57 pm): Lauren, according to the account details, I see that you
owe $115.00. Your total past due amount of $80.00 is due now, and your new charges
of $35.00 are due on October 2nd. Payment is required by the due date.

nullnullAgent (02:58 pm): OK thank you for updating let me go ahead and check for
the same and help you to restore the service back again for you.

nullnullAgent (03:02 pm): Okay, do not worry. Let me go ahead and update it and get
your service up and running.

nullAgent (03:05 pm): you are welcome.

Agent (03:08 pm): Please allow me couple of minutes while i go ahead and update the
same.

nullAgent (03:11 pm): I just went ahead and updated the arrangement date for you as
2nd of Oct.

nullAgent (03:11 pm): your service will get resume in 15 to 30 minutes.

nullLauren (03:14 pm): Download Transcripts

Xfinity Assistant (03:14 pm): Your transcript download will begin shortly.

Xfinity Assistant (03:14 pm): Thank you for contacting us.

Xfinity Assistant (03:14 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.

Xfinity Assistant (03:25 pm): Total balance due: $115.00\nPast due balance: $80.00

Xfinity Assistant (03:25 pm): Your service has been disconnected. To restore your
service today you'll need to make a payment for your past due amount.
Xfinity Assistant (03:42 pm): Total balance due: $115.00\nPast due balance: $80.00

Xfinity Assistant (03:42 pm): Your service has been disconnected. To restore your
service today you'll need to make a payment for your past due amount.

Lauren (03:42 pm): I'll make a payment now

Xfinity Assistant (03:42 pm): Okay. You can make a payment in My Account. Let me
know if you need anything else.

Lauren (03:42 pm): agent

Xfinity Assistant (03:42 pm): OK. Which service do you need help with?

Lauren (03:42 pm): Xfinity Services

Xfinity Assistant (03:42 pm): Total balance due: $115.00 \nPast due balance: $80.00
\nDue date: Oct 02, 2024

Xfinity Assistant (03:42 pm): Your Xfinity services were disconnected. To restore
your service, please pay your past due balance of $80.00 online or by calling our
automated phone system at 1-800-XFINITY.

Lauren (03:42 pm): agent

Xfinity Assistant (03:42 pm): OK. Which service do you need help with?

Lauren (03:42 pm): Xfinity Mobile

Xfinity Assistant (03:42 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (03:43 pm): Other

Xfinity Assistant (03:43 pm): You can ask me questions about your Xfinity Mobile
account and services or select one of the options below to get started.

Lauren (03:43 pm): Chat with an agent

Xfinity Assistant (03:43 pm): Got it. I'll put you in touch with a live agent now.

Agent (03:43 pm): Hi Lauren, thank you for contacting Xfinity. My name is Saurabh.
How may I help you today?

nullAgent (03:43 pm): Sure

Agent (03:44 pm): As I am from a mobile support team, let me assist you in
connecting with the dedicated team.

Agent (03:44 pm): Please stay connected.

nullAgent (03:45 pm): Hello!

nullAgent (03:46 pm): Thank you for bringing the concern to my attention. I will
definitely look into that for you and provide a positive resolution.

nullAgent (03:46 pm): You are most welcome .

Agent (03:46 pm): Kindly help me with the CM MAC address of the modem . You will
find it at the back / bottom of the modem .

nullAgent (03:47 pm): Sure, take your time.

nullAgent (03:47 pm): Thank you for the details, Lauren.

nullAgent (03:48 pm): I will troubleshoot from my end and get everything fixed for
you, okay?

nullnullAgent (03:50 pm): Yes as I go through the proceed I get to check that the
services is on soft connection .

nullAgent (03:50 pm): Itis due to past due .

Agent (03:50 pm): Soft disconnection *

nullnullAgent (03:52 pm): Yes, I have also checked that a payment of $80 needs to
be made to restore the services by today. However, if you would like, I can help
you connect on a call with our billing team to extend the past due date. Only after
that, I will be able to troubleshoot and restore the services.

nullnullAgent (03:54 pm): Okay if that is so let me check again for you .

nullnullnullAgent (03:55 pm): Thank you for your patience. I have checked and
confirmed that you are correct; the payment arrangement has been updated for
October 2nd.

nullnullAgent (03:57 pm): I have checked and confirmed the updates for the payment
date. However, regarding the restoration of services, it will take some time as
there was a soft disconnection. It will take time to be fully restored, but no
worries, I will be working on all the troubleshooting steps to resolve this issue
as soon as possible .

nullnullnullnullAgent (03:59 pm): It will take 2 to 3 hours as the payment

arrangement was recently updated, and the account went to soft disconnection before
the updates. So, it will take 2 to 3 hours. I can completely understand, Lauren,
how much inconvenience you are going through as I also work from home.

Agent (04:02 pm): Lauren, I completely understand your situation. However, if the
payment date had been updated before encountering soft disconnection, there would
have been no service interruption. As the services went into soft disconnection,
that is the reason it is taking time to get restored. It is a technical matter, and
we have a procedure to activate. I am actively working on it and updating the
advance team as well. You mentioned that you work from home, so I can definitely
relate to your situation.

nullAgent (04:05 pm): I understand that it is taking more time to get it updated
and restored. I am actively working on it so that our services get restored as soon
as possible.

nullnullAgent (04:08 pm): I completely understand, Lauren. Please give me a moment

while I work for a few minutes.

nullnullnullXfinity Assistant (04:21 pm): Hi, Xfinity here! Please provide feedback
on your most recent experience with Xfinity.\n\nThinking about your Xfinity App
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.

Lauren (04:22 pm): 0

Xfinity Assistant (04:22 pm): Thanks for your response, but this survey has closed.

nullnullXfinity Assistant (04:25 pm): Thank you for contacting us.

Lauren (04:25 pm): Download Transcript

Xfinity Assistant (04:25 pm): Your transcript download will begin shortly.

Xfinity Assistant (04:25 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.

Lauren (04:25 pm): agent

Xfinity Assistant (04:25 pm): OK. Which service do you need help with?

Lauren (04:25 pm): Xfinity Services

Xfinity Assistant (04:25 pm): Total balance due: $115.00 \nPast due balance: $80.00
\nDue date: Oct 02, 2024

Xfinity Assistant (04:25 pm): Your Xfinity services were disconnected. To restore
your service, please pay your past due balance of $80.00 online or by calling our
automated phone system at 1-800-XFINITY.

Lauren (04:26 pm): Xfinity Mobile

Xfinity Assistant (04:26 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (04:26 pm): Other

Xfinity Assistant (04:26 pm): You can ask me questions about your Xfinity Mobile
account and services or select one of the options below to get started.

Lauren (04:26 pm): Chat with an agent

Xfinity Assistant (04:26 pm): OK. I'll put you in touch with a live agent now.

nullnullnullXfinity Assistant (04:29 pm): Thank you for contacting us.

Lauren (04:29 pm): Download Transcript

Xfinity Assistant (04:29 pm): Your transcript download will begin shortly.

Xfinity Assistant (04:29 pm): Total balance due: $115.00\nPast due balance: $80.00

Xfinity Assistant (04:29 pm): Your service has been disconnected. To restore your
service today you'll need to make a payment for your past due amount.

Lauren (04:30 pm): agent

Xfinity Assistant (04:30 pm): OK. Which service do you need help with?

Lauren (04:30 pm): Xfinity Mobile

Xfinity Assistant (04:30 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (04:30 pm): Other

Xfinity Assistant (04:30 pm): You can ask me questions about your Xfinity Mobile
account and services or select one of the options below to get started.

Lauren (04:30 pm): Chat with an agent

Xfinity Assistant (04:30 pm): Got it. I'll put you in touch with a live agent now.

nullAgent (04:32 pm): As I can see that you want to restore your services which
were disconnected due to non pay status . Am I correct ?

nullnullnullAgent (04:34 pm): I really apologize for the inconvenience caused to

you from our side and be rest assured I am here to help you with best available
resolution from my end.

nullAgent (04:35 pm): Please allow me 1 to 2 minutes in order to view your account
information.

nullnullAgent (04:37 pm): Thanks for waiting. I appreciate your patience.

nullAgent (04:39 pm): As I can see that your past due balance is $115.00. And in
order to restore your services your total past due of $80.00 is due now and the
other pending charges of $35.00 are due Oct 2 .

nullnullnullAgent (04:41 pm): I have just checked the whole details and as I can
see that payment arrangement is not set up and in order to restore your services
your total past due of $80.00 is due now and the other pending charges of $35.00
are due Oct 2 .

Lauren (05:00 pm): yes please

Xfinity Assistant (05:00 pm): I'm having trouble following our conversation. Please
type a message and follow the prompts presented.

Xfinity Assistant (05:01 pm): Hmm, I'm not sure I can help. It looks like you don't
have Internet included in your plan. Here's a link to shop for an Xfinity Internet
plan and some more info about how you can use Xfinity xFi to manage your home WiFi
network and connected home.

Xfinity Assistant (07:12 pm): Good afternoon, Lauren!I'm Xfinity Assistant, here to
help answer questions as quickly as possible. If we can't resolve your issue
together, no worries! I'll connect you to a live agent.To get started, here are
some suggestions. Or, type what you need.

Xfinity Assistant (07:12 pm): I can troubleshoot your connection if you need help.

Xfinity Assistant (07:12 pm): Pay your full past due balance of $80.00 by Oct 02 to
avoid possible service interruptions.

Lauren (07:12 pm): chat with agent

Xfinity Assistant (07:12 pm): OK. Which service do you need help with?
Lauren (07:12 pm): Xfinity Mobile

Xfinity Assistant (07:12 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (07:12 pm): Billing

Xfinity Assistant (07:12 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (07:12 pm): Payment flexibility

Xfinity Assistant (07:12 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:12 pm): No, see other options

Xfinity Assistant (07:12 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (07:12 pm): Other payment options

Xfinity Assistant (07:12 pm): Some Xfinity Mobile customers are eligible to defer
their next automatic payment for one month. This means we will not attempt to
collect payment on your next scheduled auto-pay date. Your charges will continue to
accrue and the full balance will be charged to the payment method you have on file
the following month. Do you want to find out if you’re eligible?

Lauren (07:13 pm): Yes, check my eligibility

Xfinity Assistant (07:13 pm): It looks like you are eligible to defer your next
automatic payment for one month. Would you like to do that?

Lauren (07:13 pm): Yes, defer my next payment

Xfinity Assistant (07:13 pm): Your request has been submitted. The approval process
could take 24–48 hrs. An email will be sent, during this time, letting you know
your status and next steps. In the meantime, please wait until you receive
your email before submitting another request.

Lauren (07:13 pm): Yes, tell me more

Xfinity Assistant (07:13 pm): For the payment installments, you would need to use
the credit or debit card you have on file with Xfinity Mobile. Currently your card
on file ends in \"1455\" but you can change your card on file at any time by
visiting Xfinity Mobile My Account.\n\nYour regular monthly payments would continue
in addition to the repayment plan installments. If you miss any payment, you will
be unenrolled in the repayment plan and you could experience a service
interruption.\n\nIf you previously enrolled in a repayment plan with Xfinity
Mobile, you cannot re-enroll until your previous plan's balance is paid off.\n\
nWould you like to see if you are eligible for a repayment plan?

Lauren (07:13 pm): Yes, check my eligibility

Xfinity Assistant (07:13 pm): Sorry, you are not eligible for a repayment plan at
this time.

Lauren (07:13 pm): Other payment options

Xfinity Assistant (07:13 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:13 pm): Chat with an agent

Xfinity Assistant (07:13 pm): No problem. I'll put you in touch with a live agent
now.

Agent (07:13 pm): Hi Lauren, thank you for contacting Xfinity. My name is Varun.
How may I help you today?

nullAgent (07:14 pm): Thank you so much for specifying your concern please be
assured let me pull up your account details and help you in best possible way.

nullnullAgent (07:15 pm): Being a customer myself outside this office I do

understand how difficult it is now a days to manage bills. Be assured I will
definitely do my best to help you with best options.

nullAgent (07:15 pm): You are welcome. Please allow me a moment.

Agent (07:15 pm): Also to verify your account could you please confirm the last 4
digits of the XM stored payment method on file.

nullnullnullAgent (07:16 pm): Thank you for verifying the account.

Agent (07:16 pm): Please allow me couple of minutes to pull up your account and
help you with this.

nullAgent (07:16 pm): Meanwhile, please do not press the back button and also avoid
using other applications for us to stay connected without any interruption.

nullAgent (07:16 pm): Thank you for waiting.

nullAgent (07:17 pm): Just to confirm, are you referring to $119.12 ?

nullnullAgent (07:17 pm): Thank you for the information , please allow me a
minute .

nullAgent (07:18 pm): It is my pleasure.

Agent (07:19 pm): While I am working, may I know how your day is going so far?

nullAgent (07:20 pm): That's great. Thank you for asking. I just started my shift,
and you are the first person I am chatting with.

nullAgent (07:21 pm): Thank you very much.

nullAgent (07:21 pm): No problem. We are available for you 24/7.

nullAgent (07:22 pm): Also, may I know how the weather is there?

nullAgent (07:22 pm): That's great. So, do you prefer summers or winters?

nullAgent (07:23 pm): That's nice. So, what are your favorite places to visit
during the summer season?

nullnullAgent (07:24 pm): That's so nice.

Agent (07:24 pm): Yes, I am working on it and almost done.

nullAgent (07:24 pm): You are welcome. Please allow me a moment.

nullAgent (07:25 pm): Thank you for waiting.

nullAgent (07:26 pm): I would like to inform you while setup payment extension for
you I am getting an error on tool that New repayment plan is not allowed to be
created as six month period is not completed for the old payment plan.

nullAgent (07:26 pm): I really apologies, that I have tried all the multiple option
to get the extension for you , however I am getting error, that next Re- payment
plan will available after 6 month.

nullnullAgent (07:28 pm): I certainly understand your point. Please be assured if I

had a option to provide you extension manually, I surely have done that by now and
you wont have to say a word. Nothing is more important to me than you.

nullnullnullAgent (07:29 pm): Let me check .

Lauren (08:25 pm): agent

Xfinity Assistant (08:25 pm): OK. Which service do you need help with?

Lauren (08:25 pm): Xfinity Mobile

Xfinity Assistant (08:25 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (08:25 pm): Billing

Xfinity Assistant (08:25 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (08:25 pm): Payment flexibility

Xfinity Assistant (08:25 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (08:25 pm): Chat with an agent

Xfinity Assistant (08:25 pm): Got it. I'll put you in touch with a live agent now.

Lauren (08:25 pm): No, see other options

Xfinity Assistant (08:25 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Agent (08:25 pm): Hi Lauren, thank you for contacting Xfinity. My name is Rashmi.
How may I help you today?
nullAgent (08:27 pm): Thank you so much for specifying your concern please be
assured let me pull up your account details and help you in best possible way.

nullAgent (08:28 pm): Thank you for letting me know.

nullnullAgent (08:30 pm): Lauren, I can see that your account is active and I can
see that your account has a past-due balance of $119.12, please do not worry if you
make the payment of $20 it will helps you to stay the account active and if in case
you find any issue regarding the service then you can initiate the chat to get the
service resume and you can easily make the payment till friday.

Agent (08:30 pm): No worries, I can understand that 😀

Agent (08:30 pm): I hope that will be helpful!

nullAgent (08:31 pm): If you make the payment of $20 then it can help you to get
the service on.

nullnullAgent (08:34 pm): No worries, you can easily travel and make the payment as
well. If in case you face any issue with the service then you can initiate the chat
to get the service restore.

nullAgent (08:36 pm): No worries, you make the payment for $20 and I update the
notes for you on your account to get the service restored if in case it get
interuppted.

Agent (08:36 pm): I hope that will be helpful!

nullAgent (08:37 pm): I can see that you are already in grace period so your
services would not interrupt till Saturday that is till Sep 21

Agent (08:38 pm): Please do not worry your services remain secure and active till
promise date.

nullnullAgent (08:39 pm): Hi! My name is Rahul with Xfinity Support. I see you’ve
been chatting with another team member. Let me review that information so I can
pick up right where you left off.

nullAgent (08:41 pm): Lauren as I check your previous you want to set up payment
arrangement for your past due balance right?

nullAgent (08:43 pm): I understand your concern I'll surely check for it.

nullAgent (08:43 pm): Could you please help me with your full name and the last 4
digits of the card on file to authenticate and review your account to work on it?

nullAgent (08:44 pm): Please confirm your full name do I can verify your account.

nullAgent (08:44 pm): Thanks for confirming the necessary details. I really
appreciate your quick response and cooperation.

Agent (08:44 pm): Please allow me a moment I'll check for your payment arrangement.

nullAgent (08:48 pm): Lauren as I checked the previous agents have deffered your
past due balance date.

nullAgent (08:49 pm): It was set up on September 26th so that we can change the due
date after 8 days.
nullAgent (08:51 pm): sorry for the typo it is set up for the 26th sep.

nullnullAgent (08:52 pm): On next Thursday.

Agent (08:53 pm): Yes you will receive email and your services will remain active.

nullAgent (08:58 pm): Lauren No worries if your receive any email about suspension
of your services you can contact on this 1-833-549-0792 number they will stop you
r services suspension.

nullnullAgent (09:00 pm): We have set up deffer from our end so the service will be
active but just for precaution you can call on this number.

Agent (09:00 pm): Yes till 26th we have deffered your services.

nullAgent (09:01 pm): You're welcome.

Xfinity Assistant (09:01 pm): Thank you for contacting us.

Lauren (09:01 pm): Download Transcripts

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

Xfinity Assistant (09:01 pm): Thank you for taking the time to let us know what you
think! We appreciate your feedback.

--- Conversation on 09/18/2024 ---

Xfinity Assistant (06:11 pm): Hi there, Lauren.How can I help you today? You can
tell me things like \"explain my charges\" or \"show my account number\".Or, you
can just select an option below.

Xfinity Assistant (06:11 pm): Your recent statement is available

Lauren (06:11 pm): Billing and payments

Xfinity Assistant (06:11 pm): I can assist you with billing questions. In order to
guide you correctly, which bill can I help you with?

Lauren (06:11 pm): Xfinity Mobile

Xfinity Assistant (06:11 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (06:11 pm): I need help with something else

Xfinity Assistant (06:11 pm): You can ask me questions about your Xfinity Mobile
account and services or select one of the options below to get started.

Lauren (06:11 pm): chat with agent

Xfinity Assistant (06:11 pm): OK. Which service do you need help with?

Lauren (06:11 pm): Xfinity Mobile

Xfinity Assistant (06:11 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?
Lauren (06:11 pm): Billing

Xfinity Assistant (06:11 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (06:11 pm): Chat with an agent

Xfinity Assistant (06:11 pm): OK. I'll put you in touch with a live agent now.

Agent (06:12 pm): Hi Lauren, thank you for contacting Xfinity. My name is Radhika.
I see you may have questions about your Xfinity Mobile bill. Is that correct?

nullnullAgent (06:13 pm): Sure, thank you for specifying your concern.

Agent (06:13 pm): Please allow me a moment to pull up your account details so that
I can quickly check it for you and help you with the best possible resolution.

nullAgent (06:13 pm): You're more than welcome!

nullnullAgent (06:15 pm): Sure, one moment while I check.

Lauren (06:16 pm): thank you

Xfinity Assistant (06:16 pm): You're welcome! Is there anything else I can help you
with?

Lauren (06:16 pm): Billing

Xfinity Assistant (06:16 pm): I can assist you with billing questions. In order to
guide you correctly, which bill can I help you with?

Lauren (06:16 pm): Xfinity Mobile

Xfinity Assistant (06:16 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (06:16 pm): agent

Xfinity Assistant (06:16 pm): OK. Which service do you need help with?

Lauren (06:16 pm): Xfinity Mobile

Xfinity Assistant (06:16 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (06:16 pm): Other

Xfinity Assistant (06:16 pm): You can ask me questions about your Xfinity Mobile
account and services or select one of the options below to get started.

Lauren (06:16 pm): Chat with an agent

Xfinity Assistant (06:16 pm): No problem. I'll put you in touch with a live agent
now.

Xfinity Assistant (06:17 pm): Thank you for contacting us.

Lauren (06:17 pm): chat with agent

Xfinity Assistant (06:17 pm): OK. Which service do you need help with?

Lauren (06:17 pm): Xfinity Mobile

Xfinity Assistant (06:17 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (06:17 pm): Billing

Xfinity Assistant (06:17 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (06:17 pm): Chat with an agent

Xfinity Assistant (06:17 pm): Got it. I'll put you in touch with a live agent now.

nullAgent (06:36 pm): Hi Lauren, thank you for contacting Xfinity. My name is
Chirag. I see you may have questions about your Xfinity Mobile bill. Is that
correct?

nullAgent (06:36 pm): Please feel free to share the specifics so we can address it.

nullnullAgent (06:37 pm): ohh okay

Agent (06:38 pm): I really apologize for all past experience. This is not the
experience we want to deliver. Please allow me a chance to once to overturn the
situation.

nullnullAgent (06:39 pm): I can understand your perspective.

Agent (06:40 pm): No worries at all! I'm here to support you, I will do my level
best to help you in this.

nullAgent (06:41 pm): you are welcome .

Agent (06:42 pm): to proceed the further could you please help me with the complete
active service address ?

nullAgent (06:43 pm): perfect .

Agent (06:44 pm): Thank you for the information.

nullAgent (06:45 pm): May I have the last four digits of the stored payment method?

nullAgent (06:45 pm): perfect .

Agent (06:46 pm): Thank you for the information.

Agent (06:46 pm): I appreciate your efforts.

nullAgent (06:47 pm): Lauren, Please allow me couple of minutes so that I can fetch
your account details to help you better in this.

nullAgent (06:48 pm): Thank you for your cooperation.

nullAgent (06:51 pm): Lauren , As I have checked on your account you do not have
the autopay deferral working on your account .
nullnullnullnullAgent (06:54 pm): I sincerely apologize for the inconvenience that
you have faced As I checked from my end , I found that the repayment plan has been
cancelled on your account and that is the reason that you are currently not
eligible for the repayment plan on your account and I wish I could extend your
payment , however ,

Agent (06:55 pm): let me check that what is the best I can do for you .

nullnullnullnullAgent (06:56 pm): Let me connect you to the dedicated team so they
can help you with this.

nullnullnullAgent (06:57 pm): Hi, my name is Hemant. I see you have been chatting
with another team member. Let me review that information so I can pick up right
where you left off.

nullAgent (06:59 pm): I really apologize for the inconvenience caused to you and As
the concern is regarding "payment extension" and I have taken ownership of your
concern and will make sure the issue will be resolved at end of chat

nullnullnullAgent (07:02 pm): No need to worry Lauren, You are now connected to the
right expert and I will make sure that your payment extension plan is created
successfully and your services are restored over the same chat.

nullAgent (07:03 pm): Thank you so much for your kind words, it is my great
pleasure assisting you.

Agent (07:05 pm): Lauren, I want to inform you that s the order for payment
extension request is pending currently due to some technical issue.

Agent (07:05 pm): Be rest assured I am working on my advanced tools

Agent (07:06 pm): and I will cancel that request nd make a new repayment plan
request

Agent (07:06 pm): and will make sure to expedite this process

Agent (07:06 pm): with the help of my advanced tools

nullAgent (07:08 pm): I would like to inform you that a request has been made, but
it is currently stuck in pending status due to a technical issue. Rest assured, I
am working on it using my advanced tools I will cancel that request nd make a new
repayment plan request

nullAgent (07:10 pm): I would like to inform you, Lauren, that I have access to my
advanced tools, and I will get this checked for you.

nullnullAgent (07:11 pm): you are most welcome

Agent (07:12 pm): Lauren, I would like to inform you that we can make a repayment
plan for atleast 9 days from today so shall I make the payment plan for September
28 ?

nullAgent (07:13 pm): Perfect!

Agent (07:13 pm): While I'm working, how is your day so far?

nullAgent (07:15 pm): Oh, I am sorry to hear that. Rest assured, I will make sure
to resolve it for you as quickly as possible. My day is going well, thank you for
asking.

nullAgent (07:15 pm): you are most welcome

Agent (07:16 pm): Thanks for your patience, Lauren, Great news! the repayment plan
has been made successfully and I have resumed the lines

nullAgent (07:17 pm): Awesome!

nullnullnullAgent (07:18 pm): I am so sorry sorry to hear that Lauren, be rest

assured as you are connected to the right expert today I have expedited the request
and it has been made successfully.

nullAgent (07:18 pm): Rest assured your services wont get interrupted till then

nullAgent (07:19 pm): thank you so much for your kind words, and really appreciate
your time and patience.

Agent (07:19 pm): Yes, I have restored the services

Agent (07:19 pm): Please try making a test call to check the services.

nullAgent (07:19 pm): you are most welcome

nullAgent (07:20 pm): Awesome!

nullAgent (07:20 pm): You're most welcome.

nullAgent (07:21 pm): Thank you so much for your kind words. Lauren :)

Agent (07:21 pm): Apart from this, is there anything else I can assist you with? I
will be happy to assist you with all your concern over the same chat.

nullAgent (07:21 pm): You are the most awesome and cooperative customer I had
chatted with today. Thank you for being the most humble and kind customer to me
today ❤️

Agent (07:21 pm): Thank you for being our valued customer. We are so grateful for
the pleasure of serving you and hope we meet your expectations.

nullXfinity Assistant (07:22 pm): Thank you for contacting us.

--- Conversation on 09/21/2024 ---

Xfinity Assistant (12:35 pm): Hi, it's Xfinity Assistant.We've identified a network
performance issue that may be affecting your Xfinity service and needs to be
repaired right away. We're actively working to fix it by 09/21/2024 10:35 AM
(Eastern). We'll do our best to minimize disruption in the area. During this time,
you could experience a service interruption at 913 CENTER ST APT 40. We apologize
for the inconvenience and will text you when the issue is resolved.Reply OUTAGE for
additional updates.Txt help or stopMsg&DataRatesMayApply

Xfinity Assistant (02:29 pm): We've completed work in your area to fix an urgent
network performance issue to ensure we deliver the fast, reliable experience you
expect. If your service at 913 CENTER ST APT 40 was affected, it should be up and
running now. Thanks for your patience and for being an Xfinity customer.Are you
experiencing any service issues?1 - I'm still having an issue2 - Everything is
workingTxt help or stop
--- Conversation on 10/12/2024 ---

Xfinity Assistant (01:46 pm): Good morning, Lauren,Thank you for being an Xfinity
customer!How can I help you today? To get started, here are some suggestions. If
they're not what you're looking for, just type what you need.

Xfinity Assistant (01:46 pm): Your recent statement is available

Xfinity Assistant (01:46 pm): Reliably fast speeds, even at peak times when
everyone's online.

Lauren (01:46 pm): Billing and payments

Xfinity Assistant (01:46 pm): I can assist you with billing questions. In order to
guide you correctly, which bill can I help you with?

Lauren (01:46 pm): Xfinity Mobile

Xfinity Assistant (01:46 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (01:46 pm): Payment flexibility

Xfinity Assistant (01:46 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (01:46 pm): No, see other options

Xfinity Assistant (01:46 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (01:47 pm): Yes, tell me more

Xfinity Assistant (01:47 pm): For the payment installments, you would need to use
the credit or debit card you have on file with Xfinity Mobile. Currently your card
on file ends in \"1455\" but you can change your card on file at any time by
visiting Xfinity Mobile My Account.\n\nYour regular monthly payments would continue
in addition to the repayment plan installments. If you miss any payment, you will
be unenrolled in the repayment plan and you could experience a service
interruption.\n\nIf you previously enrolled in a repayment plan with Xfinity
Mobile, you cannot re-enroll until your previous plan's balance is paid off.\n\
nWould you like to see if you are eligible for a repayment plan?

Lauren (01:47 pm): Yes, check my eligibility

Xfinity Assistant (01:47 pm): Sorry, you are not eligible for a repayment plan at
this time.

Lauren (01:47 pm): Other payment options

Xfinity Assistant (01:47 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (01:47 pm): No, see other options

Xfinity Assistant (01:47 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (01:47 pm): Other payment options

Xfinity Assistant (01:47 pm): Some Xfinity Mobile customers are eligible to defer
their next automatic payment for one month. This means we will not attempt to
collect payment on your next scheduled auto-pay date. Your charges will continue to
accrue and the full balance will be charged to the payment method you have on file
the following month. Do you want to find out if you’re eligible?

Lauren (01:47 pm): Yes, check my eligibility

Xfinity Assistant (01:47 pm): It looks like you are eligible to defer your next
automatic payment for one month. Would you like to do that?

Lauren (01:47 pm): Yes, defer my next payment

Xfinity Assistant (01:47 pm): Your request has been submitted. The approval process
could take 24–48 hrs. An email will be sent, during this time, letting you know
your status and next steps. In the meantime, please wait until you receive
your email before submitting another request.

Xfinity Assistant (01:55 pm): Thanks for making your $35.00 payment to Xfinity!
Your confirmation number is 19058373213. 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 (01:57 pm): A $5.00 credit has been applied to your Xfinity
account. To view details, visit My Account at
https://customer.xfinity.com/#/billing Txt help or
stopMsg&DataRatesMayApply

Xfinity Assistant (03:50 pm): Hi, Xfinity here! Please provide feedback on your
most recent experience with Xfinity.\n\nThinking about your Xfinity App
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 10/15/2024 ---

Xfinity Assistant (07:54 pm): Good afternoon, Lauren,Thank you for being an Xfinity
customer!How can I help you today? To get started, here are some suggestions. If
they're not what you're looking for, just type what you need.

Xfinity Assistant (07:54 pm): Your recent statement is available

Xfinity Assistant (07:54 pm): We received the recent payment you made.

Xfinity Assistant (07:54 pm): Reliably fast speeds, even at peak times when
everyone's online.

Lauren (07:54 pm): Billing and payments

Xfinity Assistant (07:54 pm): I can assist you with billing questions. In order to
guide you correctly, which bill can I help you with?
Lauren (07:55 pm): Xfinity Mobile

Xfinity Assistant (07:55 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (07:55 pm): Payment flexibility

Xfinity Assistant (07:55 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:55 pm): No, see other options

Xfinity Assistant (07:55 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (07:55 pm): Other payment options

Xfinity Assistant (07:55 pm): Some Xfinity Mobile customers are eligible to defer
their next automatic payment for one month. This means we will not attempt to
collect payment on your next scheduled auto-pay date. Your charges will continue to
accrue and the full balance will be charged to the payment method you have on file
the following month. Do you want to find out if you’re eligible?

Lauren (07:55 pm): Other payment options

Xfinity Assistant (07:55 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:55 pm): No, see other options

Xfinity Assistant (07:55 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (07:55 pm): chat with agent

Xfinity Assistant (07:55 pm): OK. Which service do you need help with?

Lauren (07:55 pm): Xfinity Mobile

Xfinity Assistant (07:55 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (07:55 pm): Billing

Xfinity Assistant (07:55 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (07:55 pm): Payment flexibility

Xfinity Assistant (07:55 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:55 pm): No, see other options

Xfinity Assistant (07:55 pm): You may be eligible for a repayment plan, which is a
set schedule of payments to resolve your past due Xfinity Mobile account balance.
Your account would remain active as long as you make all of your payments on time.
Would you like to learn more about this option?

Lauren (07:55 pm): Other payment options

Xfinity Assistant (07:55 pm): Some Xfinity Mobile customers are eligible to defer
their next automatic payment for one month. This means we will not attempt to
collect payment on your next scheduled auto-pay date. Your charges will continue to
accrue and the full balance will be charged to the payment method you have on file
the following month. Do you want to find out if you’re eligible?

Lauren (07:55 pm): Other payment options

Xfinity Assistant (07:55 pm): Xfinity Mobile is now allowing customers to make a
partial payment on their Xfinity Mobile bill instead of having to pay the entire
balance all at once. Are you interested in making a partial payment on your bill?

Lauren (07:55 pm): Chat with an agent

Xfinity Assistant (07:55 pm): Got it. I'll put you in touch with a live agent now.

Xfinity Assistant (07:59 pm): Thank you for contacting us.

Lauren (07:59 pm): chat with agent

Xfinity Assistant (07:59 pm): OK. Which service do you need help with?

Lauren (07:59 pm): Xfinity Mobile

Xfinity Assistant (07:59 pm): Thanks, I can help with most issues, but I’ll put
you in touch with an agent if you need more assistance. What do you need help with
today?

Lauren (07:59 pm): Billing

Xfinity Assistant (07:59 pm): Your Xfinity Mobile bill is paid automatically every
month with your card on file.

Lauren (07:59 pm): Chat with an agent

Xfinity Assistant (07:59 pm): OK. I'll put you in touch with a live agent now.

nullnullnullnullnullnullAgent (08:06 pm): Hello, thank you for contacting Xfinity.

My name is Sahil , how may I assist you please elaborate your concern so that I can
help you accordingly ?

nullnullAgent (08:07 pm): Thank you for sharing your concern please allow me a
minute to pull up the account and review the details I would love to help you for
the same :)

nullAgent (08:08 pm): You are welcome .

Agent (08:09 pm): Meanwhile I am pulling the account details , may I know how's the
weather there ?

nullnullAgent (08:09 pm): Oh I see , It's been cloudy here in North Asia :)

nullAgent (08:11 pm): Yes, Lauren.

nullnullAgent (08:16 pm): Yes I am here .

Agent (08:16 pm): thank you for letting me know .

nullAgent (08:17 pm): You are welcome .

Agent (08:19 pm): Thank you for your time and patience . I would like to inform you
that I have successfully applied the extension on the account for the Date -
10/30/2024 , As I can totally understand such situations some times we need more
time to pay the bills , hope this will work as I have provided the best date from
my side :)

nullAgent (08:20 pm): You're welcome ! Its been an awesome experience with you on
chat today , Is there anything I can assist you with this ?

nullAgent (08:20 pm): A final note before we end, I’d appreciate if you would
share your feedback on this chat interaction today. Click the "End
Chat” button located at the bottom. Thank you for choosing Xfinity and have
wonderful day!One great review with IO/IO number will make my day Awesome!!You are
really amazing and kind customer. Have great week :)

null