Order Entry Guide

Jump To…

Changing Store ID

  • This page will show the current group and store that is set
  • Select the Current Group dropdown and select Walmart Comcast Connection Center
    • Walmart Comcast Connection Center is always the group you choose

 

  • Select the Current Store dropdown and choose the Store needed
  • Once you have chosen your Store, select Save to continue
  • Please wait for your options to be saved before moving on
    • Please do not close or refresh your browser until the save is complete.

XOE Order Entry - ACP

  • Before you get started in XOE with a New Customer, please send them the link www.affordableconnectivity.gov to have them get qualified first.
  • Once completed Continue to Next Step
  • Enter the service address of the customer and select Check Availability
  • If there is already active service at the address or if the address is not serviceable you will not be able to proceed in XOE
  • You will need to call Channel Support (855) 218-0178 to continue placing the order
  • If the address is serviceable, you will be redirected to the next page
  • This page will allow you to build a plan for the customer
    • If a customer is interested in ACP you MUST make sure I’m Interested is turned on
  • This page will allow you to choose the internet plan the customer is interested in getting
    • Internet Essentials Plus 100 MB is FREE with ACP enrollment
  • If a customer is interested in a higher internet plan you can scroll to the left to see the other options available
    • The amount shown on the plans is the amount the customer will be responsible for paying AFTER the ACP credit of $30 is applied
  • Once the internet plan is selected you need to choose how the customer wants to receive their equipment
    • The customer has 7 days to pick up the equipment or the order will be cancelled
    • The pickup must be made with a valid ID by the customer who placed the order
  • This page allows you to review the services ordered and monthly fees with the customer
  • It’s always a good idea to inform the customer of the Pricing Details before scrolling down the Customer Agreement section
  • Here you will collect the customer’s First & Last names along with their phone number and select Continue
    • Take a screenshot before hitting Continue so you have a record of the customer’s name and the session IDs in case anything goes wrong during the ordering process
  • Once you select Continue, the customer will receive a text message to allow them to verify their identity, undergo a fraud check, and enter their National Verifier ID to qualify for the ACP credit
    • These steps MUST be done by the customer from their device
  • Please wait for the customer to complete their steps. You can see their progress via the green dots next to the steps they have completed
  • Once complete you will be redirected to the Order Success page
  • Take a screenshot of this page for records

XOE Order Entry - NON ACP

  • Enter the service address of the customer and select Check Availability
  • If there is already active service at the address or if the address is not serviceable you will not be able to proceed in XOE
  • You will need to call Channel Support (855) 218-0178 to continue placing the order
  • This page will allow you to build a plan for the customer
    • If a customer is interested in ACP you MUST make sure I’m Interested is turned on
  • This page will allow you to choose the internet plan the customer is interested in getting
  • If a customer is interested in a higher internet plan you can scroll to the left to see the other options available
  • Once the internet plan is selected you need to choose how the customer wants to receive their equipment
    • The customer has 7 days to pick up the equipment or the order will be cancelled
    • The pickup must be made with a valid ID by the customer who placed the order
  • If the customer would like the equipment shipped to their address, this page will also show any charges or fees they would be responsible for
  • This page allows you to review the services ordered, monthly fees, as well as any one-time charges with the customer
  • It’s always a good idea to inform the customer of the Pricing Details before scrolling down the Customer Agreement section
  • Here you will collect the customer’s First & Last names along with their phone number and select Continue
    • Take a screenshot before hitting Continue so you have a record of the customer’s name and the session IDs in case anything goes wrong during the ordering process
  • Once you select Continue, the customer will receive a text message to allow them to verify their identity, undergo a fraud check, and enter their National Verifier ID to qualify for the ACP credit
    • These steps MUST be done by the customer from their device
  • Please wait for the customer to complete their steps. You can see their progress via the green dots next to the steps they have completed
  • Once complete you will be redirected to the Order Success page
  • Take a screenshot of this page for records

Channel Support & RECON

You will call Channel Support (855) 218-0178 anytime there is an issue with an order in XOE. ie: No Address Found or Address Already Has Service

  • If the address already has service, you can check with the customer to see if anyone else at the address has Xfinity services. If the customer has a roommate that already has service, they are still eligible to get their own internet service at the address
  • Before calling Channel Support, Login to XOE (https://xoe-portal.cws.xfinity.com/) and scroll down to Find Existing Customer to verify the customer does not have existing services
    • Enter the Customer’s Address
    • Enter the Customer’s Driver’s License Number or Last 4 SSN
  • Select Continue
  • Once verified that the customer doesn’t already have an existing account you can now call Channel Support (855) 218-0178
    • The agent on the phone will guide you through the order by asking questions and entering information into their system
    • Ask multiple times to make sure your Sales ID is notated on the order
    • Be sure to obtain the following information from Channel Support before getting off the call
      • Account Number
      • Work Order Number
  • Login to XOE (https://xoe-portal.cws.xfinity.com/) and scroll down to Agent Options
  • Select Order Reconciliation
  • Enter in the Account Number & the Work Order Number received from Channel Support
  • Select Submit
  • If all the information was entered correctly you will receive an Order Reconciliation Success Alert
    • Take a screenshot before leaving this page so you have a record of the successful RECON
  • There are times when the Order Reconciliation might fail and you will receive an error message.
    • Take a screenshot of the page to capture the following:
      • Error Message
      • Account Number
      • Work Order Number
  • Call Channel Support (855) 218-0178 to verify the correct information was recorded
  • If issues still persist, reach out to your immediate Manager for assistance on completing the Order Reconciliation

Adding ACP After RECON

  • After the order has been successfully submitted through Channel Support, the customer can add ACP to their account.
  • Have the customer navigate to xfinity.com/acp
  • Select the Account button on the top right of the screen to Sign In
  • Have the customer select the Sign In button to enter their login information and sign in.
  • Now the customer can scroll down on the xfinity.com/acp page to select Am I eligible?
  • Here the customer can enter in their NVID to link ACP to the account.
    • ACP should be applied within 24 hours.