XOE Updates: IE+ Returns, Mobile Add-Ons Go Live
Big news — Internet Essentials Plus (IE+) is now live again in XOE!
Here’s what this means for you:
If your customer’s address is part of the 8 million+ pre-approved addresses, you’ll now see Internet Essentials Plus populate as an available offer in XOE.
This eliminates the need to call the call center and reconciles the order automatically — creating a faster and smoother customer experience.
Customers at pre-approved addresses do not need to upload any documentation.
If the offer does not appear in XOE, you can still call into the call center to process the order, but the customer will need to submit supporting documentation for eligibility.
This is one of the most requested improvements we’ve been advocating for — and it’s finally here!
Beginning today (October 16), agents can now add mobile lines to existing Internet customers directly in XOE.
No more “pending Internet order” error messages.
Orders can now be processed seamlessly as intended.
This enhancement makes it easier than ever to bundle services and boost RGUs with fewer steps.
Even though the free mobile line shows as $0 MRC, it’s still a paid, commissionable product.
Be sure to continue offering this with every eligible customer to drive incremental RGUs and maximize commissions.
To ensure orders flow correctly and credit is received, please follow these best practices every day:
Browser Settings:
Use Google Chrome only.
Keep one browser window open at a time.
Do not use a bookmarked link — it may be a cached version without recent updates.
After every order, close out your browser completely before starting a new one.
Each morning before heading into the field, clear cache and cookies for best performance.
Session Tips:
XOE will automatically time out after 15 minutes of inactivity.
It will appear active, but you’ll actually be rerouted to Xfinity.com — which means no sales credit.
Always complete the Internet order, close XOE fully, then reopen a new window before adding a mobile line.