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XFINITY® Voice 1 WELCOME TO XFINITY® ENG_VOICE_UG_Rev_1014.indd 1 8/7/14 2:42 PM 2 Thank you for Choosing XFINITY® Voice XFINITY® Voice gives you more ways to connect and more ways to save: Not only do you get reliable phone service with the best call clarity, now you also get unlimited nationwide talk and text – so you can save on your wireless bill too. For a complete online resource visit www.xfinity.com/welcome. Table of Contents 3-6 XFINITY Voice 7-8 Account and Support, The Comcast Customer Guarantee™ Important notice for XFINITY Voice customers in VA and WV on page 6. HELP & SUPPORT NEED HELP? www.comcast.com/help • Get details on XFINITY Voice. • Search for Carefree Minutes®. CHAT WITH US www.comcast.com/chat • Get info on Constant Guard™ (online security and protection features). CALL US • Manage your voicemail and email. 1-800-XFINITY • Sign up for EcoBill®. Services and features vary based upon service level. ENG_VOICE_UG_Rev_1014.indd 2 8/7/14 2:42 PM 3 XFINITY® VOICE More Ways to Connect, More Ways to Save With XFINITY® Voice, get reliable home phone service with the best call clarity. SET UP YOUR XFINITY VOICEMAIL IN 3 EASY STEPS 1. Dial 99 from your home phone. 2. Follow* the tutorial to set it up and create a password. 3. To change your Voicemail PIN, visit customer.comcast.com/help-and-support/ phone. ACCESS YOUR VOICEMAIL EASILY FROM ANYWHERE • By Phone: Dial 99 from your home phone. Or, dial your home phone number from any other phone* and press # when your greeting begins, then enter your password. • Online: Visit www.xfinity.com and click on Voicemail. If you have a Comcast username, log in with your username and password. If you don’t have a Comcast username, log in with your 10-digit phone number and voicemail password. Once logged in, you can listen to voicemails in any order, send a voicemail in an email and more. • Readable Voicemail: Convert your XFINITY voicemail messages to text and receive them via email for anytime access on the go. Visit www.xfinity.com/ readablevoicemail to get started.** STAY CONNECTED EASILY AT HOME AND ON THE GO WITH THE XFINITY CONNECT APP • Unlimited nationwide talk and text on all of your wireless d e v i c e s .* • Convert your voicemail to email with Readable Voicemail.** • Forward home phone calls to up to four additional mobile NEED HELP? devices with Advanced Call Forwarding.* www.comcast.com/help • Assign an additional five phone numbers to any WiFi- enabled mobile device. CHAT WITH US www.comcast.com/chat CALL US 1-800-XFINITY *Requires subscription to XFINITY Voice Unlimited or Unlimited Select Plan. **Services may not be available in all areas. Requires subscription to XFINITY Voice. ENG_VOICE_UG_Rev_1014.indd 3 8/7/14 2:42 PM 4 ACCOUNT SECURITY To make sure your account is secure, Comcast will provide you with a randomly generated security PIN, which is needed to access your Comcast account information. Visit www.comcast.com/myaccount to request, view or change your security PIN. Within My Account, you will be able to view your PIN or request it via an automated phone call, email or postal mail. FOR INTERNATIONAL CALLS*** • Dial 011 + the country code + the number. • You can block calls and restrict toll and international calls from your phone. • If you make frequent calls outside of the U.S., you may be able to save money with one of our Carefree Minutes international calling plans. ECOLISTING® • Perform Directory Listing searches quickly and easily, using our online directory listing website. • Go to www.ecolisting.com to start searching. OPERATOR ASSISTANCE Need an operator to help you place a call? We’re always here. • Just dial 0 or 00. • When you reach the automated system, dial 0 again to reach a live operator.** 911/611/411/711 SERVICES • Dial 911 for emergencies. Dial 611 from your home phone for XFINITY® Voice tech support. Dial 411 for directory listings, movie theater showings, driving directions and more.**** Dial 711 for Telecommunications Relay Service for the hearing impaired. BACKUP BATTERY A backup battery and battery monitoring are not provided free of charge to new XFINITY Voice customers. A backup battery (including monitoring) can be purchased to insert into your XFINITY Voice modem to provide additional hours of service during a power outage. If you do not have a backup battery, you will not be able to use this service, including the ability to make emergency 911 calls during an electrical power outage. Backup batteries are not available for purchase from Comcast by Unlimited Select and Local Select customers. Please call 1-888-972-1261 to purchase a backup battery. For additional details, visit www.xfinity.com/voicebattery. **Services may not be available in all areas. Requires subscription to XFINITY Voice. ***Subject to additional charges. ****Charged on a per-call basis. ENG_VOICE_UG_Rev_1014.indd 4 8/7/14 2:42 PM 5 Home Phone Features Here’s a quick guide to accessing some favorite features. FEATURE TO ACTIVATE TO DEACTIVATE CALL FORWARDING Forward your incoming calls to another 72 73 local or domestic long-distance number. * * CALL WAITING Automatically Receive another incoming call without activated 70 having to disconnect the first. * CALLER ID BLOCKING Automatically Ensure that your name and number are 67 deactivated marked as “private” or “anonymous”. * after call CALL SCREENING Create a list of up to 12 numbers that will receive an announcement that you *60 *80 are not currently accepting calls. CALL RETURN Missed a call? Automatically dial the 69 89 last incoming call. * * REPEAT DIALING Will redial a busy number until it is 66 86 available. * * SPEED DIALING Dial your frequently called numbers 74 n/a with a few buttons. * CALL TRACE Protects you against harassment from 57 n/a another caller by tracing his/her number. * CALL REJECTION Automatically rejects calls from 77 87 numbers with Caller ID blocked. * * ADDITIONAL FEATURES: CALLER ID See the number and name, if available, of the incoming caller on your phone. 3-WAY CALLING Talk to two people in different locations on one call. ENG_VOICE_UG_Rev_1014.indd 5 8/7/14 2:42 PM 6 UNLIMITED SELECT AND LOCAL SELECT CUSTOMERS IN VIRGINIA AND WEST VIRGINIA ONLY • Calls to 911 will not be completed if there is a problem with network facilities, including network congestion, network/equipment/power failure on our network or another technical problem. 911 calls may be interrupted during a power outage to your home where power to Comcast’s network remains available. • For information about Alarm Systems, Medical Monitoring Devices, Personal Emergency Alert Devices and Home Detention Devices, go to customer.comcast.com/help-and-support/phone/xfinity- voice-unlimited-select. • For information about Unlimited Select and Local Select service areas, go to customer.comcast.com/help-and-support/phone/ xfinity-voice-unlimited-select. ENG_VOICE_UG_Rev_1014.indd 6 8/7/14 2:42 PM 7 ACCOUNT AND SUPPORT XFINITY® Self-Service Manage everything from anywhere. ONLINE Set up your account, create a user profile and manage your settings at www.comcast.com/myaccount. You can manage your account online or from your mobile device with the XFINITY My Account app. • Pay your bill, set up automatic payments, review past payments and statements or sign up for EcoBill.® • Get help troubleshooting or request a callback from one of our experts. • Check your connection status, manage your appointments and learn more about your account. ON THE GO XFINITY MY ACCOUNT APP Manage your account on mobile devices with the XFINITY My Account app. No lines. No waiting. Pay your bill, manage your appointments and check your connection status, even troubleshoot technical issues right from your mobile device. Download the XFINITY My Account app to manage your account easily from anywhere. Standard data charges apply to app download and usage. Check with your carrier. ENG_VOICE_UG_Rev_1014.indd 7 8/7/14 2:42 PM Important Information XFINITY Voice Voicemail password ____________________________Security PIN _________________ The Comcast Customer Guarantee™ The Comcast Customer Guarantee™ is our promise that we will always provide a superior customer experience. We will make the following guarantees to our customers: • We will give you a 30-day, money-back guarantee on our video, voice and high-speed Internet services. • We will offer two-hour appointment windows. • We will always be on time within your appointment window or we’ll give you a $20 account credit or a free premium channel for three months.* • We will resolve routine issues in one visit or give you a $20 account credit or a free premium channel for three months.* • We will treat you and your home with courtesy and respect. • We’re here for you, 24 hours a day, 7 days a week, to answer questions at your convenience. • We will offer easy to understand packages and provide you with a clear bill. • We will continually offer the best and most video choices. Learn more about the Comcast Customer Guarantee at: www.comcast.com/Corporate/Customers/CustomerGuarantee.html. *$25 credit provided in Comcast systems in Illinois. © 2014 Comcast. All rights reserved. ENG VOICE UG Rev. 10.14 ENG_VOICE_UG_Rev_1014.indd 8 8/7/14 2:42 PM.
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