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Xfinity Assistant
Ma. Belen
Live Agent
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Hi, Shawn. I’m the Xfinity Assistant, here to help you with your services.
We hope you and your loved ones are safe and healthy as our communities continue to be affected by the coronavirus. I can help answer questions about your account and staying connected to your Xfinity services. You can say things like "coronavirus help," "how much is my bill," and "troubleshoot Internet."
Having network connection issues?
Having network connection issues?
I can troubleshoot your connection if you need help.
I have a different modem rthan the one in my account profile
WiFi Settings
WiFi Settings
2.4Ghz
Network: spiffyHOME
Password: H0m0!508home
5.0Ghz
Network: spiffyHOME
Password: H0m0!508home
I need a little more info. I can help you install and activate a Gateway or other device, or we can troubleshoot and manage your network connection.
Troubleshoot connection
View connected devices
Add/remove devices
Activate Xfinity Gateway
Activate xFi Pods
Activate third-party equipment
operator
Okay, I’ll put you in touch with an agent. What kind of issue do you need help with?
Billing
Signing in
TV issues
Xfinity Voice service
Internet issues
Xfinity Home security
ooperator
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Hi , Thank you for contacting Xfinity Live Chat Support. Feel free to call me Belle and I am more than happy to assist you with your concern today. Can you tell me more about it?
Hi there – hope your day is great !
in my accoutn area the modem listed is not the one I am using
Voice and Data Modem TECHNICOLOR CGM4140COM Serial #: 3C9A7737C28A Used: 82GB
this is not what I have – I don’t know if it affects my connection or not –
We appreciate the effort in reaching us this matter, Allow me to review your account and check what we can do about it. I will do my very best here to help.
To verify the account, may I humbly ask for your fullname.
shawn palmer
Appreciate the information. It’s a pleasure to have you here in chat. Hope you’re doing well today!
Please bear with me as I gather all the necessary information so we can discuss about it further By the way, thank you for being a Comcast customer. We really appreciate it.
sure –
As per checking, there is only a rental equipment for Equipment.
so if I"m not using that modem- then why am I paying to rent it?
And by the way, I ma seeing here that we can help you lowering the bill since your current plan has already expired.
Oh, because you did not purchase your own modem that is why you are renting from comcast.
If you have purchase your own modem your will not be paying a $14 for equipment
I feel like that one I see in my account isn’t the same as the one I am using –
it’s that much a month?
I am seeing here, Internet equipment for $14.00. That is for the Internet Modem not Voice Modem.
what is one of the serial numbers for the one I am renting –
We can help you lower the bill, instead of paying $100.15 per month we can have it around $80.
3C9A7737C28A this is the serial number.
Does it much?
on the bottom is the the mta mac #?
The serial number is composed of alpha numeric and yes it is Emta
mta mac: 3c:9A:77:37:c2:8b is what I have –
Really?
mc mac: 3c:9a:77:37:c2:8a
sorry cm mac –
I assure you that, you have Internet equipment here not Voice Equipment. And since you are renting an equipment you are required to charge $14.
ok – then why is it wrong in my accoutn area under devices on https://customer.xfinity.com/#/devices
I don’t know if it affects how my connection works.
Voice and Data Modem TECHNICOLOR CGM4140COM Serial #: 3C9A7737C28A Used: 82GB
this is what it says I have in my account-
Voice equipment and Internet equipment has the same charge of $14
I never asked about the charge – I just want it to actaually match what I have –
I see. What we can do is to sign up for a new plan and after that let me help you connect with the designated to assist you with the modem.
I’ll listen to what you have –
To confirm, your current serial number is 3c:9A:77:37:c2:8b
sure –
do you have a list of modems you recommend?
As per checking it here, what you only have is Internet Modem.
Since you only have Internet service.
ok –
Alright. May I ask if the model of your modem that you have right now is CGM414COM?
I just want to make sure that you have the correct modem.
where is the model number?
In your equipment.
network name: XFSETUP-C28A WPS Pin: 44497989 FCC ID G95cgm414x
any of that mean anything?
I see. Shall we proceed of changing the plan now? And afterwards, we will be asking for further assistance from our Team.
And may I know for your best callback number?
PN: cgm4140com
i never requested a plan change.
Oh, great! the model attached here on your account is the same with what you have provided.
May I have your phone number ?
no phone #.
what offers do you have?
May I know first, how many devices are connected on your Internet?
good grief. what offers do you have?
We have here, Performance Select has up to 100 Mbps can cater 6 devices at a time for $45 and Extreme Pro has up to 600 Mbps can cater more than 11 devices at a time for $60. Both before taxes and fees
what is my plan now?
You have performance has up to 100 Mbps.
so if I switch to the same paln I can save $50 a month?
Let me calculate it for you.
As per calculating, you can save $39.96 per month.
and the extreme pro? what would be the TOTAL with taxes and fees ?
One moment, I am now calculating it.
For the plan Extreme Pro the bill after taxes and fees is $60 and there is no charge for the rental equipment I manage to give it to you free for 24 months.
that is very kind – thank you –
so I can get faster internet – for about $40 less than I am paying now – with a free modem – is it a 2 year contract?
You are most welcome! Plus you will be receiving a free Streaming. 🙂
Yes, that is correct.
correct it is a 2 year contract?
Yeah that is 24 months contract.
well let’s do it – so again – with taxes and fees it is and free equipment it is $60 a month for a 2 year contract.
Let me share the details to you along with the approval. May I have you Email address?
shawn@spiffydesign.com
Got it.
Email sent, you may check and approve it now. 🙂
By the way, since you have been one of our valued customer you will receiving a prorated adjustment on your bill for this month.
ok- clicked link – one second
Sure. Take your time. Please approve the plan.
what is the broadcast tv fee?
I don’t have a tv?
Oh, just disregard that one. Would you be able to see the $60 that is your monthly rate.
it sounds like it is oging to charge another 14.95 a month after teh first month?
Once you have approved the plan all goods! There will no additional charges just $60 is the monthly bill.
The Broadcast TV Fee is an additional charge of up to $14.95, except during the first-month promotional period.
Kindly approve the plan and once you have approve it then we can set it off.
Your monthly bill is $60.00.
ok – I just idid –
am I keeping thesame modem?
I have successfully processed the order and here is the confirmation number 1001541573682028.
Yes, the connection will be lost for a moment since the new plan will take effect. Once the connection is back then all goods!
Since you have signed up for a new plan , I suggest that you wait for the updated balance as prorated adjustment will reflect within 24 hours. You may check your online account again after 24 hours for the most updated balance that needs to be settled.
I’m really glad that I was able to help you at some point. Aside from this matter. Since I don’t want to consume too much of your precious time. Is there anything else in mind I can assist you with? Please don’t hesitate to ask. I’m here to help. 🙂
we were going to set off the broadcase charge?
I am keeping the same modem?
Yes, you may keep the same modem. Since we are only having an issue with the serial number and we do not have any problem since we have the same model of the equipment. Plus the equipment is for free.
great –
the broadcast charge?
I have notated all the details regards with the Broadcast TV.
what does that mean?
I have documented it to take it off.
super – I don’t know how I would watch it –
I kept screenshots of the chat as well –
Sure. I can provide also a chat ID 332245112355293375 for your reference.
OK – well thanks! glad I wanted to check in about the modem –
can I see this new speed now? is it active?
Sure. let me provide you a link.
Is there anything else I can help you with?
didi you email link?
Nope, we are not able to email it. I have sent it above. Would you be able to receive it?
no link showed up in chat –
Or you may search this speedtest.xfinity.com on your browser or google chrome.
alrighty – thanks again – have a good day –
I am honored to assist a valued customer like you and thank you for giving an opportunity to help you today. Have a wonderful rest of the day Keep safe and stay healthy 🙂
you as well – bye!
Thank you for your time chatting us today. 🙂
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