Handbook. Your Guide to XFINITY Services for Your Residents

Handbook Your Guide to Services for Your Residents

XFINITY Communities Handbook Welcome to XFINITY Communities, the program from Comcast that exclusively serves the needs of properties like yours. With it comes our promise to property owners, property managers and residents alike: to provide a better network, better entertainment, better service and a relationship you can count on today and into the future. We want your residents to get the most out of their TV, Internet and home phone services so we ve put together this comprehensive handbook of our products, services and features. The first section highlights the range of TV products and services, like the X1 Entertainment Operating System, as well as other features that are included at no additional cost like XFINITY mobile apps. Then we ll walk through all of the great benefits of being an Internet and Voice customer, and the latest coolest features we re offering. As a recognized industry leader in innovation and entertainment, we strive to deliver the best products and services to all of our customers. No one can bring you and your residents more entertainment choices and more ways to enjoy your favorite entertainment than. We hope that this handbook helps our products and services shine at their very best. Sincerely, The XFINITY Communities TM Team The Comcast Customer Guarantee Our promise to our customers. We are committed to providing our customers with a consistently superior customer experience. If for any reason something goes wrong, we will work to resolve the issue quickly and as professionally as we can. We make the following guarantees to our customers: 30-Day Money-Back Guarantee If for any reason you are unhappy with your services, we will give you a 30-day money-back guarantee on our TV, Internet and Voice services. On Time Within a 2-hour Appointment Window We will always be on time within your 2-hour appointment window or we ll credit you $20*. Routine Issues Resolved in One Visit We will resolve routine issues in one visit or we ll credit you $20*. Courteous and Respectful We will treat you and your home with courtesy and respect. Customer Support We re here for our customers 24 hours a day, 7 days a week to answer questions. Easy-to-Understand Packages We will offer easy-to-understand packages and provide customers with a clear bill. The Best and Most Video Choices We will continually offer the best and most video choices. Table of Contents Introduction...2 TV... 5 X1 Entertainment Operating System... 6-7 X1 Remote...8 XFINITY Apps...9 Programming... 10-12 Internet... 13 Internet...14 WiFi...15 Voice... 16 Voice...17 Calling Plans...18 Home... 19 Home...20 Features...21 Customer Programs... 22 Mover s Edge...22 Seasonal Convenience Plan...22 Customer Quick Reference Tips... 23-41 All backed by the 30-day money-back Comcast Customer Guarantee. 30-Day Money-Back Guarantee applies to one month s recurring service charge and standard installation up to $500. Call 1-800-XFINITY or visit comcast.com for restrictions and complete details. Comcast 2015.

XFINITY is instant entertainment and connection anywhere, anytime, on any screen. XFINITY TV Go app Now residents can watch thousands of XFINITY On DemandTM TV shows and movies on their tablets or smartphones, plus stream over 75 of their favorite networks live. They can even download TV shows and movies to their devices and watch them offline. Available from itunes, Google Play and Amazon. XFINITY on the X1 Entertainment Operating System X1 delivers the simplest, fastest and most complete way to access entertainment across all screens. 24/7 Sports Coverage Your residents can watch their favorite sports on all major networks, including ESPN, NBCSN, Fox Sports 1, MLB Network, NBA TV and many more. Plus, stream thousands of live games online and through partner apps. Fastest and Most Reliable In-Home WiFi XFINITY Internet delivers the fastest, most reliable in-home WiFi for all rooms, all devices, all the time. Your residents will get the consistently fast speeds they need, even during peak hours, when everyone s online. Plus, your residents can stay safe online with unmatched online security and get access to millions of hotspots nationwide, all included at no additional cost. XFINITY On Demand Purchases Home Phone On The Go Residents can purchase TV shows and movies to own with XFINITY On Demand weeks before they are available on DVD for rental. They can watch anywhere, on any screen, as many times as they want. XFINITY Voice gives your residents trusted home phone service with the best call clarity. Plus, they will enjoy more ways to stay connected on the go with the XFINITY Connect app, including features like unlimited nationwide talk and text and Readable Voicemail. Restrictions apply. Not all programming available in all areas. TV: XFINITY On Demand available with Limited Basic TV and above with a digital converter. HD choices include HD channel lineup and HD programming available On Demand. Internet: WiFi claim based on September and November 2014 studies by Allion Test Labs, Inc. Actual speeds vary and are not guaranteed. XFINITY TV app requires XFINITY TV subscription. NBCU celebrity endorsement not implied. All networks are divisions of NBCUniversal. NBCUniversal Media, LLC. All Rights Reserved. Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. ipad, iphone and ipod touch are registered trademarks of Apple Inc. 2015 Comcast. All rights reserved. 2 XFINITY COMMUNITY HANDBOOK - Introduction XFINITY COMMUNITY HANDBOOK - Introduction 3

See how stacks up to the competition AT&T U-verse Satellite TV FEATURES XFINITY U-verse Faster, more reliable Internet 5 Faster in-home WiFi speeds 1 The most TV shows and movies Better HD picture quality 3 The most live sports 4 The latest episodes of the top 100 shows preloaded and ready to watch on demand FEATURES XFINITY Satellite Fastest Internet speeds and inhome WiFi speeds 6 More free TV shows and movies on demand Better HD picture quality 3 More live sports 4 The latest episodes of the top 100 shows preloaded and ready to watch on demand Download on demand TV shows and movies to mobile devices and watch from anywhere, even when offl ine. Reliable TV service rain or shine 7 Watch and record up to 6 shows at the same time. Download on demand TV shows and movies to mobile devices and watch from anywhere, even when offl ine. Guaranteed two-hour appointment windows Guaranteed two-hour appointment windows CenturyLink FiOS FEATURES XFINITY CenturyLink Faster, more reliable Internet 5 Faster in-home WiFi speeds 1 The more free TV shows and movies A better HD experience More live sports 4 The latest episodes of the top 100 shows preloaded and ready to watch on demand FEATURES XFINITY FiOS Faster Internet speeds Faster in-home WiFi speeds 1 Millions of WiFi hotspots available nationwide with Internet service 2 The most TV shows and movies Better HD picture quality 3 The most live sports 4 The latest episodes of the top 100 shows preloaded and ready to watch on demand Watch and record up to 6 shows at the same time. Voice Controls: search for a show, get personalized recommendations and change channels using voice commands Easily fi nd the last 9 shows and channels watched with the touch of a button Voice Controls: search for a show, get personalized recommendations and change channels using voice commands Guaranteed two-hour appointment windows Guaranteed two-hour appointment windows 1 WiFi claim based on November 2014 study by Allion Test Labs, Inc. Actual speeds vary and are not guaranteed. 2 WiFi hotspots included with Performance Internet or above only. Available in select areas. Requires WiFi-enabled device. 3 HD picture quality claim based on November 2012 study by Marketing Systems Group. 4 Most live sports available with Digital Preferred TV and WatchESPN. 5 Based on 2014 FCC Measuring Broadband America report. 6 In NED (except Connecticut): WiFi claim based on November 2014 study by Allion Test Labs, Inc. Actual speeds vary and are not guaranteed. In Connecticut, Central, West: WiFi claim based on September and November 2014 studies by Allion Test Labs, Inc. Actual speeds vary and are not guaranteed. 7 Severe weather (heavy rain or snow) may interfere with a satellite signal causing the picture to freeze or pixelate. 4 COMMUNITY HANDBOOK - Introduction COMMUNITY HANDBOOK - Video 5

on the X1 Entertainment Operating System A search engine for their TV Your residents can see what s on live TV, XFINITY On Demand and their DVR, all in one place. Just search for a title, genre or actor, and they can instantly find what they re looking for. TV is universal. Access should be as well. XFINITY on X1 has accessibility features built right in. We re bringing your residents innovations like the industry s first talking guide, video description, accessible mobile apps and the new voice remote. All designed to bring the power of entertainment to everyone. X1 DVR Personalized recommendations Residents can discover new favorites with recommendations based on what they re watching. The X1 DVR is an advanced DVR that lets your residents watch and record up to 6 shows at the same time. They can store hundreds of shows and watch them on any TV in their house. Staying caught up with their favorite shows has never been easier. Say it. See it. Last 9 watched The new voice remote lets your residents find what they want faster. They can use voice commands to change channels, search for shows, get recommendations, and more. Residents can easily see the last shows and channels they ve watched with the touch of a button. Residents can simply point their remote anywhere to control their TV. They can navigate their set-top box from afar, even when it is inside a cabinet or entertainment center. Say It and X1 will find it What should I watch? View favorite apps on the big screen Residents can use the X1 remote app to control their TV right from their phone using voice commands to change channels, search for shows, get recommendations and more. It s easy for your residents to check weather and traffic, listen to music on Pandora and more. Plus, they can use the sports app to track multiple games at once and check the latest scores and standings, all while watching another game Share app Your residents can share their lives on a bigger screen. Now residents can stream life s moments live from their smartphones to their TVs and share with friends and family so they ll never miss out. Take DVR shows to go* With X1 s revolutionary cloud-based DVR, your residents can take their DVR shows to go, stream their recordings from anywhere or even download to their tablets or smartphones to watch while they re offline. *Not available in all areas. Restrictions apply. To learn more, visit xfinity.com/x1 6 XFINITY COMMUNITY HANDBOOK - Video XFINITY COMMUNITY HANDBOOK - Video 7

Voice Control Push and hold to talk while the button is lit blue. Use voice command to fi nd channels, shows, movies, recommendations and more. Note: Instead of a Voice Command button, the remote might have a Search button. Press it to go straight to the Search menu. The Search button looks like this: Guide Displays live TV listings. Press Guide twice to see guide views and fi lter options. Last Shows previous channels, programs or screens or takes the user to the last menu viewed. Search Type the fi rst few letters of an actor, title or genre and get instant results across live TV, XFINITY On Demand and your DVR. Setup Visit xfi nity.com/remotes to get started. Rewind / Fast-Forward Go back, go forward, plus jump 24 hours within the Guide screen. Record Schedule a show or series to record. Main Menu The XFINITY button takes the user to the Main Menu so they can access Guide, Saved (DVR), On Demand, Search, Apps and Settings. Page Up / Page Down Moves up or down in menus or forward or backward while watching a show. Shortcuts Help* Display Video window while browsing menus. Sports App Delete a recording, cancel a scheduled recording or clear history from Last Watched. XFINITY Apps Make the most of your services with XFINITY apps. XFINITY TV Go app Your residents can take their entertainment with them, anywhere they go. They can watch thousands of XFINITY On Demand TV shows and movies on their tablets or smartphones, plus stream over 75 of their favorite networks live. Residents can even download TV shows and movies from Showtime, Starz, Encore and Movieplex to their devices and watch them offline. XFINITY TV Remote app Residents can use their smartphones or tablets as remote controls. Change channels, browse XFINITY On Demand and TV listings, and even schedule their DVR when they re away from home. XFINITY TV app For X1 customers only. Residents can turn any device into a personal TV screen anywhere in their home. They can stream any channel live, watch XFINITY On Demand, and access DVR shows on their tablets or smartphones. XFINITY TV X1 Remote app With a mere tap or swipe of your residents iphone or ipod touch, they can change channels and browse TV listings with ease. Plus, use voice commands to search for shows, schedule DVR recordings, and even get personalized recommendations. XFINITY On Demand Purchases app Residents can access the shows and movies that have been purchased to own through XFINITY On Demand and watch on their tablets or smartphones. XFINITY My Account app Managing accounts just got easier for your residents with the XFINITY My Account mobile app. Now your residents can pay their bill, manage their appointments, and check their connection status at home or on the go. You can even troubleshoot technical issues, chat with an expert on twitter or request a callback, so we can call you. Manage your account anytime, anywhere. No Lines. No Waiting. Need help? Just press on the remote or visit xfi nity.com/x1support to learn more. Airtime charges apply. Check with your carrier. Advertised features not available in all areas. Certain features may be restricted based upon service tier and subject to change. Not available on all Android devices. Unlimited Talk & Text Requires download of the XFINITY Connect app. Standard data charges may apply. Check with your carrier. Apple and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc. Google Play is a trademark of Google Inc. All channel s logos, trademarks and service marks are the property of their respective owners. 2015 Comcast. All rights reserved. All other trademarks are the property of their respective owners. 8 COMMUNITY HANDBOOK - Video COMMUNITY HANDBOOK - Video 9

Sports Programming Sports Packages The most live sports experienced like never before with the X1 Entertainment Operating System. Residents can follow their favorite teams and players no matter where they live. XFINITY on the X1 Entertainment Operating System delivers the simplest and most complete way for your residents to access all their favorite sports on all their screens with unsurpassed HD picture quality and the fastest, most reliable in-home WiFi. Sports Entertainment Package An Impressive Channel Lineup Anytime, Anywhere Add the Sports Entertainment Package for more favorite sports! Residents can enjoy 24/7 sports coverage, plus out-of-market packages that follow their favorite MLB, NBA or NHL teams. They can take their sports and entertainment with them anywhere they go. They ll be able to stream over 75 of their favorite networks live, including ESPN Goal Line, NBC Sports Network and more. Sports Add-Ons MLB Extra Innings - Up to 80 out-of-market games each week during the regular season NBA League Pass - Up to 40 out-of-market games each week ESPN Full Court - Up to 30 out-of-market games each week NHL Center Ice - Up to 40 out-of-market games each week MLS Direct Kick - Up to 230 MLS soccer matches throughout the season featuring all 19 MLS teams including 3-4 each weekend TM ESPN Gameplan - Up to 15 out-of-market games every Saturday during the regular season Stream Live Sports Anytime, Anywhere Now, residents can watch their favorite sports networks live all in one place on any device with xfinity.com/livesports or they can watch with the XFINITY TV Go app. The Ultimate Scoreboard Your residents can use the sports app on X1 to track scores of multiple games all while watching another game live. Plus, they can easily switch between close games so they will never miss a big moment. Restrictions apply. Not available in all areas. Programming and features subject to change. Most Live Sports available with Digital Preferred TV and WatchESPN. Call for restrictions and complete details, or visit xfinity.com. 2015 Comcast. All rights reserved. 10 XFINITY COMMUNITY HANDBOOK - Video Professional sporting events are subject to blackouts according to league broadcast rules. Not all programming and services are available in all areas. Programming subject to change. Out-of-market sports packages conclude at the end of each sports season and subscriber must call to renew package for next season. Contact Comcast for program availability and service details and restrictions. Most live sports available with Digital Preferred TV and WatchESPN. 2015 Comcast. All rights reserved. All other trademarks are the property of their respective owners. Blackout and other restrictions apply. NHL and the NHL Shield are registered trademarks and NHL Network name and logo are trademarks of the National Hockey League. NHL, the NHL Shield, Stanley Cup and Center Ice name and logo are registered trademarks and The Game Lives Where You Do and NHL Center Ice Extra are trademarks of the National Hockey League. NHL and NHL team marks are the property of the NHL and its teams. 2015 NHL. All Rights Reserved. NBA, the NBA logo and team identifications are the exclusive intellectual property of NBA Properties, Inc., and the respective member teams. 2015 NBA Properties, Inc. All Rights Reserved. Team names/logos/indicia are trademarks of the teams indicated. All other NFL-related trademarks are trademarks of the National Football League. XFINITY COMMUNITY HANDBOOK - Video 11

Latino The best in Spanish and English with more of what your residents love. Whether they want to watch a soccer game, a movie, or have more options for the kids to practice Spanish at home, XFINITY Latino offers you that and much more. Residents can even enjoy what they want anytime and anywhere with thousands and thousands of movies, hit TV shows and lots more on XFINITY On Demand. TV Latino Packages XFINITY offers more options and more opportunities to connect with residents who want quality Spanish and English programming. Internet Package Channel Count 130+ Channels Features XFINITY Latino Channels XFINITY TV 150 Latino 60+ Spanish digital channels; 70+ English digital channels. Local channels like ABC, CBS, NBC, FOX, Telemundo, Univision Deportes, and Unimas. Con canales increíbles en inglés y español! XFINITY TV 200 Latino 150+ Channels 60+ Spanish digital channels; 90+ English digital channels. Includes channels from XFINITY TV 150 Latino as well as Comedy Central, Lifetime, Cartoon Network and more. XFINITY TV 300 Latino 190+ Channels 60+ Spanish digital channels; 130+ English digital channels Includes channels from XFINITY TV 200 Latino as well as Bravo, FX, MTV, TLC, Disney Channel and more. XFINITY TV 450 Latino 200+ Channels 60+ Spanish digital channels; 140+ English digital channels. Includes channels from XFINITY TV 300 Latino as well as TBS, TNT, Nickelodeon, Comedy Central and more. AND MORE bein SPORTS Latino not available in all areas. Programming subject to change. Minimum level of service required in order to receive XFINITY Latino. 2015 Comcast. All rights reserved. All other trademarks are the property of their respective owners. 12 COMMUNITY HANDBOOK - Video COMMUNITY HANDBOOK - Internet 13

Internet XFINITY Internet delivers the fastest, most reliable in-home WiFi for all rooms, all devices, all the time. Get the consistently fast speeds your residents need, even during peak hours. All the Speed They Need XFINITY Internet offers a variety of speeds to best fit your residents needs. They ll also enjoy the speed and reliability of XFINITY Internet safely with Constant Guard, an online protection suite included with each plan. 75 Mbps Best for 3-5 Devices Online at the Same Time Most reliable in-home WiFi for all wireless devices Stream and download full-length HD TV shows Game online Video chat WiFi Your residents will love that XFINITY WiFi is included in their Internet plan at no extra cost. They ll have access to the fastest hotspots with the most coverage on the go. Coverage Residents can stay connected at millions of hotspots nationwide. Savings With XFINITY WiFi, it s easy for them to conserve data and save money on their wireless data plan. Speed The fastest hotspots with the most on the go coverage means your residents can access XFINITY WiFi at their favorite places around town. Online Protection with Constant Guard Protect personal information including passwords, user IDs, credit cards and more with Constant Guard, the most comprehensive suite of online protection a $360 value included at no extra cost. It also includes: Protection against identity theft, viruses and more with the top-rated Norton Security Suite Proactive Botnet alerts that will protect your residents from a single malware infection spreading to other devices throughout their home Identity Guard to help protect your residents identities and financial information Plus, the XFINITY WiFi app allows your residents to: Find XFINITY WiFi hotspots near them. Get directions to hotspots. GIGABIT PRO* Create and save a list of their favorite hotspot locations. ECOMY PLUS Download speeds up to 3 Mbps. Upload up to 768 Kbps. ECOMY PLUS PERFORMANCE Download speeds up to 25 Mbps. Upload up to 5 Mbps. PERFORMANCE BLAST! Download speeds up to 75 Mbps. Upload up to 10 Mbps. BLAST! EXTREME 105 Download speeds up to 105 Mbps. Upload up to 20 Mbps. EXTREME 105 EXTREME 105 EXTREME 150 Download speeds up to 150 Mbps. Upload up to 20 Mbps. EXTREME 105 EXTREME 150 Download speeds up to 2 Gbps. Upload up to 2 Gbps. GIGABIT PRO Visit xfinity.com/wifi to see how your residents can connect today! *Not available in all areas. Restrictions apply. WiFi claim based on September and November 2014 studies by Allion Test Labs, Inc. Actual speeds vary and are not guaranteed. Reliably fast claim based on FCC, Measuring Broadband America, 2014. WiFi is included for XFINITY Internet Performance tier and above only. Requires compatible WiFi-enabled laptop or mobile device. Not available in all areas. Not all features compatible with Macintosh systems. 2015 Comcast. All rights reserved. Norton is a registered mark of Symantec Corporation. 14 COMMUNITY HANDBOOK - Internet COMMUNITY HANDBOOK - Internet 15

Voice Voice More ways to connect and more ways to save. XFINITY provides reliable phone service with the best call clarity and unlimited nationwide talk and text so residents can save on their wireless bills too. Unlimited Nationwide Calling Now residents can enjoy more ways to connect with friends and family in more places around the world. Whether at home or on the go, the XFINITY Voice Unlimited plan lets you call places like Canada, China, India, Mexico, Hong Kong, South Korea, Singapore, Puerto Rico and more. Best in Call Clarity Our service is best in call clarity so no word goes unheard. Voicemail Plus 12 Calling Features Three-Way Calling Anonymous Call Rejection Call Forwarding Call Forwarding Selective Call Return Call Screening Call Waiting Caller ID Caller ID Blocking per Call Caller ID with Call Waiting Repeat Dialing Speed Dial XFINITY Connect App Residents can use a smartphone to easily stay connected to XFINITY voicemail and email from anywhere. They can also convert voicemail messages to emails with Readable Voicemail. Identify Callers From the TV or PC Universal Caller ID shows who s calling right on a TV, PC, home phone and smartphone, allowing users to make smart choices on whether to take a call now or get back to it later. Carefree Minutes Plan With Carefree Minutes, your residents can add anytime international minutes to their XFINITY Voice plan for the countries they call the most. Get great rates to their favorite countries available 24 hours a day, 7 days a week, with no monthly fee. Readable Voicemail Residents can get home voicemail converted into text and sent instantly to email. They can read it anytime, anywhere, in any order. Unlimited Texting Residents get unlimited texting by sending texts through XFINITY Connect or the XFINITY Connect app. Restrictions apply. Not available in all areas. 2015 Comcast. All rights reserved. 16 COMMUNITY HANDBOOK - Voice COMMUNITY HANDBOOK - Voice 17

Voice Calling Plans XFINITY Voice offers your residents a variety of calling plans so they can stay in touch with family and friends. Add-ons Home Voice Unlimited Package Unlimited Nationwide Talk and Text Reliable home phone service with the best call clarity. Residents can enjoy unlimited calling in the U.S., Canada, Puerto Rico and the U.S. Virgin Islands. Also includes unlimited calling to landline and mobile destinations in China, Hong Kong, India, Mexico, Singapore and South Korea. Three-Way Calling Anonymous Call Rejection Call Forwarding Call Forwarding Selective Call Return Call Screening Call Waiting Caller ID Caller ID Blocking per Call Caller ID with Call Waiting Repeat Dialing Speed Dial Voice Unlimited Saver Package Unlimited Nationwide Calling Reliable home phone service with the best call clarity. Residents can enjoy unlimited local and domestic long distance including Puerto Rico, the U.S. Virgin Islands, Guam, Saipan / N. Mariana Islands, Canada and American Samoa. Carefree Minutes Latin America 300 300 Anytime Minutes a Month to call Latin American countries, including: Argentina, Bolivia, Brazil (M), Chile (M), Colombia (M), Costa Rica (M), Dominican Republic (M), Ecuador, El Salvador, Guatemala, Honduras, Nicaragua, Panama, Paraguay, Peru, Uruguay, and Venezuela (M). Carefree Minutes World Select 300 300 Anytime Minutes a Month to call 100 countries, including: Argentina, Australia, Bahamas, Belgium, Brazil, Cayman Islands, Dominican Republic, France, Germany, India, Ireland, Italy, Jamaica, Japan, Mexico, Panama, Philippines, Spain, St. Lucia, Sweden, Switzerland, Turkey, the United Kingdom, Venezuela and more. Call Waiting Call ID with Call Waiting Caller ID Service (including 911/emergency services) may not function after an extended power outage. Call clarity claim based on March 2015 analysis of traditional phone service by Tektronix. Unlimited Talk & Text Requires download of the XFINITY Connect app. Standard data charges may apply. Check with your carrier. 2015 Comcast. All rights reserved. 18 COMMUNITY HANDBOOK - Voice COMMUNITY HANDBOOK - Voice 19

Home Give your residents peace of mind with a total home security and automation solution. Your residents will be able to look after their homes, families and valuables from anywhere on their computers, tablets and smartphones. Plus, they will get 24/7 professional monitoring on a secure network and be able to remotely control their homes all from one easy-to-use app. Secure 350 Features 24/7 Professional Monitoring Fire Monitoring Battery and Cellular Back-Up Remote Arming and Disarming of System Real-Time Text & Email Alerts On-The-Go Mobile App Live Video Monitoring Remote Outlet Control Remote Thermostat Control Enhanced Video Monitoring EcoSaver * Equipment Warranty Plan Secure 300 Features 24/7 Professional Monitoring Fire Monitoring* Battery & Cellular Backup Remote Arming and Disarming of System Real-Time Text & Email Alerts On-The-Go Mobile App Live Video Monitoring* Remote Outlet Control* Remote Thermostat Control* Equipment 1 Touch Screen Controller 3 Door or Window Sensors 1 Motion Sensor 1 Wireless Keypad Equipment 3 Door/Window Sensors 1 Wireless Keypad 1 Motion Sensor 1 Touch Screen Controller Additional Equipment: 2 Indoor/Outdoor Cameras 1 Thermostat OR 1 Additional Indoor/Outdoor Camera 2 Outlet Controllers Video Monitoring Live video monitoring makes it easy for your residents to check in and see what s happening at home. They can get real-time text and email alerts every time a door or window is opened. Residents can even have real-time pictures emailed to themselves. Do it all from a smartphone, tablet or computer. Remote Lighting Control Residents will never have to enter a dark room again. They can turn lights on while heading home, so they feel safer. Or, turn lights off when they re not at home to conserve energy. Plus, your residents can control their appliances so they never have to worry that they left the curling iron on. Arm and Disarm from Anywhere With remote capabilities, XFINITY Home can be accessed from any smartphone, tablet or computer. Whether your residents forgot to arm their system, want to turn it off when they pull into the driveway or need to let someone in, they can do so from anywhere in just a few taps. Real-time Notifications Residents can get realtime text and email alerts when doors and windows are opened. With Enhanced Video Monitoring, they can even get a video clip or image automatically emailed when their door is opened. Control 150 Features Real-Time Text & Email Alerts On-The-Go Mobile App Live Video Monitoring** Remote Outlet Control* Remote Thermostat Control* Enhanced Video Monitoring** EcoSaver * Equipment 1 Indoor/Outdoor Camera 1 Door/Window Sensor 1 Motion Sensor 1 Outlet Controller Visit xfinity.com/xfinityhome for more information about XFINITY Home Restrictions apply. Not available in all areas. Residential customers only. Requires subscription to compatible high-speed Internet service. Remote video monitoring requires purchase of additional equipment. Remote access not available with all smartphones. Equipment value based on retail price. Actual energy savings may vary based on usage and other factors. Visit http://energysavers.gov/your_home/space_heating_cooling/index.cfm/ mytopic=12720 for details. Insurance savings source: Insurance Information Institute (http://publications.usa.gov/ epublications/12ways/12ways.htm). Insurance discounts vary. Contact your insurance provider for details. License #s: AL: 001484, 001504, FL EF0000921, FL EF20001002, FL EF0001095, GA: LVU406303, LVU406264, LVU406190. All electrical work is performed by a licensed subcontractor. Money-Back Guarantee applies to monthly recurring charge and standard installation up to $500. Visit www.comcast.com/xfinityhomesupport for more details. Call 1-800-XFINITY or visit www.comcast.com/xfinityhome for restrictions and complete details. 2015 Comcast. All rights reserved. * Equipment not included. ** Live/Enhanced Video Monitoring and EcoSaver require camera and XFINITY Home thermostat, respectively. 20 COMMUNITY HANDBOOK - Home COMMUNITY HANDBOOK - Home 21

Movers Edge Simplify your residents move-in. It s easy for residents to stay connected to when they move. The XFINITY Movers Edge program makes it easy to transfer services. Tell your residents to call before they move and ask about our great move offers. Installation is easy. They can: Schedule a professional installation on the date they choose with a two-hour window guarantee. Or, we will send them an easy-to-use self-install kit. Did you know? If residents are moving within the same area code, they can keep their phone number. Customer Quick Reference Tips Plus, in some locations, residents can even take their XFINITY equipment to their new home. With the Movers Edge program, your residents will be watching their favorite shows and connecting with family and friends even before all the boxes are unpacked. The fun starts now! Residents can start enjoying before their equipment is installed. Once they activate their account, they can start watching TV on their wireless devices right away. Learn more at xfinity.com/getstarted Seasonal Convenience Plan The Seasonal Convenience Plan is designed for part-time Florida residents. Now it s easier than ever for residents to put their XFINITY services on hold while they re away for just a low monthly fee. And enrollment is free! No disconnect, reconnect or installation charges No need to drop off or pick up equipment Keep home phone number and comcast.net email address Enjoy automatic service reinstatement with no home service call For more information, visit comcastflorida.com/seasonal For information in Spanish, visit xfinity.com/mudando 22 COMMUNITY HANDBOOK - Customer Programs COMMUNITY HANDBOOK - Home 23

Quick Reference Tips for using the X1 Entertainment Operating System Main Menu How to Navigate The X1 Main Menu To access the main menu, press the XFINITY button on the remote control. Then, use the Left Arrow button or the Right Arrow button to browse through the menu options. They can choose from any of the following and press the OK button on the remote to select it: Guide: Use this option to access the X1 guide grid and view program listings, channel information, etc. The guide grid can also be accessed by pressing the Guide button on the remote. Saved: Use this option to access saved recordings, recording schedule, favorites list and XFINITY On Demand purchases. This menu also includes For You, which has recently recorded programs, watched shows and recommendations based on what's watched on XFINITY On Demand. On Demand: Use this option to access XFINITY On Demand TV Shows and Movies to watch anytime. Search: Use this option to search for programs, favorite actors and directors, channels, etc. Apps: Use this option to access the apps available through the X1 DVR. Settings (Gear icon): Use this option to manage the settings on the X1 DVR (parental controls, closed captioning, guide settings, etc.). For more information on the X1 Main Menu, visit xfinity.com/help and search X1 Main Menu. Did you know? The X1 Entertainment Operating System comes with a new interactive on-screen guide with network logos and poster art to make it easier to find programming content. Download the User Guide at xfinity.com/x1 X1 Entertainment Operating System Navigating the On-Screen Guide The X1 On-Screen Guide is designed with our customers in mind. It s designed to understand their preferences, to transform how they watch TV and to provide more ways to access all their favorite entertainment. Here are a few features we know they will love. How To Navigate The X1 Guide Grid To access the X1 On-Screen Guide Grid, press the Guide button on the remote control. To navigate up and down the channel listings in the guide: 1. Use the Up Arrow and Down Arrow buttons to move one channel at a time. 2. Use the Page Up and Page Down buttons to move several channels at a time. To advance back and forth to different time slots: 1. Use the Right Arrow button to advance in the grid one time slot at a time; use the Left Arrow button to go back to the previous time slot. 2. Use the Fast-Forward button to advance in the grid one day at a time; use the Rewind button to go back a day. How to Search For Channels Jump directly to a specific channel in the guide instead of browsing to the channel with the arrow buttons. 1. Search the Guide Grid by navigating up and down with the remote control. 2. To search for a channel-by-channel number, use the remote s number keys to enter the channel number. 3. Search for a channel by typing the channel name using the alphanumeric guide on the remote s keypad. For example, press 622 for NBC. 4. When the channel information displays in the Guide Search window, press the OK button on the remote to jump to the channel in the guide. 5. If a search is attempted for a channel that is not included in your channel lineup, they ll be given the option to jump to the next available channel listed numerically. How to View Program Information To view program information, use the arrow buttons to highlight the program on the grid. Program information will display at the bottom of the screen. 1. Press the Info button on the remote to access options to: Watch the program Record the program See more program information (More Info) View Series information 2. Use the Up Arrow to dismiss the additional program information. For more information on the X1 On-Screen Guide, visit xfinity.com/help and search On-Screen Guide on X1 Set-Top Boxes. 24 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 25

X1 Entertainment Operating System Accessing the On Demand Menu Residents can enjoy the best selection of current TV shows and hit movies with XFINITY On Demand. Here s how to watch an XFINITY On Demand program using on the X1 Entertainment Operating System. X1 Entertainment Operating System Accessing the On Demand Menu (cont.) 3. Highlight the Watch option and press OK. How to Watch XFINITY On Demand Programming 1. Locate a program from the X1 On Demand menu or Search menu. 2. To select a single program such as a movie, highlight the program and press the OK button on the remote. 4. If the program is available in both high definition and standard definition, the viewer will be prompted to choose the version they wish to view. Use the Up Arrow or Down Arrow button on the remote to choose the preferred version and press OK. HD is the default selection when choosing to watch XFINITY On Demand programming. This HD preference can be turned off by navigating to Settings > Preferences from the Main Menu. To select a program that is part of a series, navigate to the desired episode and press OK. 5. The chosen program will begin playing. Use the Pause/Play and Rewind buttons to stop, restart or rewind the program. For some programs, use the Fast Forward button to advance through the program. Or use the Page Up button to advance in 10-minute increments. 6. When finished, press the Exit button to exit the program and return to live TV. Note: The program can be easily accessed again using the Last button (if the program is among the last nine options viewed on the TV), or by accessing the Saved menu, choosing For You, and accessing the Recently Viewed category. If the entire program wasn t viewed, the program can be resumed where it was left off. For more information on the X1 On Demand Menu, visit xfinity.com/help and search X1 On Demand Menu. For more information on how to search using the X1 Search Bar or Remote Keypad, visit xfinity.com/help and search X1 Search. For more information on how to rent movies using the X1 On Demand Menu, visit xfinity.com/help and search X1 Rent On Demand Movies. For more information on how to buy movies using the X1 On Demand Menu, visit xfinity.com/help and search X1 Buy On Demand Movies. For more information on how to resume watching a movie using the X1 On Demand Menu, visit xfinity.com/help and search X1 Resume Watching On Demand Movie. 26 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 27

X1 Entertainment Operating System How to Record a Program with the X1 Entertainment Operating System Use these steps to record a program using the X1 Entertainment Operating System DVR. How to Record a Program 1. Highlight a program on the Guide screen. Quick Reference Tips for the Standard Set-Top Box and Other Account Information Setting Up a Comcast Username and Password A Comcast Username and Password will provide access to a variety of helpful features and services, such as: Comcast email XFINITY apps Online content My Account 2. Select the Record button on the remote control or select the Record option on the program s info panel. How to Reset or Recover a Comcast ID and/or Password 1. Go to xfinity.com/help and look up Account IDs and Settings. 2. Or visit comcastsupport.com/chat to chat with a live representative online. 3. Look for the Español toggle if Spanish is preferred. If a Password is Lost, Forgotten or Needs to be Changed 1. Go to the Forgot Your Password page and enter the Comcast ID, comcast.net email address or an email address linked to the account. Click Next. 2. Enter the security code in the box. Please note: The code has been distorted for security reasons. Click Next. 3. Answer the secret question which was created during account setup, and enter their ZIP code. Click Next. 4. Create a new password and click Finish. 2. Select Just this episode and the recording will be set. For more information on authenticating with your Comcast Username and Password, visit mycomcastid.com Did you know? A Username and Password will provide access to a number of helpful features and services like Connect or WiFi. For more information on how to record a program, visit xfinity.com/help and search X1 Record a Program. 28 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 29

The Channel Lineup and On-Screen Guide Remote Control Programming How to View the Channels Available in the Area The XFINITY Channel Lineup provides entertainment for the entire family, with TV shows and movies dedicated to sports enthusiasts, movie buffs, kids and many more. The XFINITY channel lineup may vary from region to region as well as selected service tier. To see the channels available in the region and service tier, follow the steps below. An XFINITY channel lineup can be viewed online and even printed to keep for reference. 1. Go to xfinity.com/help and search Comcast channel lineup or TV Listings. 2. Type the street address and ZIP code to see the XFINITY Channel Lineup for that region. How to Use the XFINITY On-Screen Guide The XFINITY On-Screen Guide helps navigate through the wide variety of XFINITY TV options, including hundreds of channels and thousands of XFINITY On Demand choices. Navigating the on-screen guide is easy, but the format may vary depending on the DVR. Below is a standard method of access. However, an even more robust option is available with the X1 Entertainment Operating System. For more information about the new X1 Platform and to download a User Guide, visit xfinity.com/x1. 1. Press the Menu button on the XFINITY remote once to access the Quick Menu and twice to access the Main Menu. 2. The Guide or Info button can also be pressed on certain remotes. 3. Use the arrow buttons to navigate through the features. 4. Press OK/Select to make a selection. For more information, visit xfinity.com/help For information in Spanish, visit xfinity.com/ayuda The XFINITY Remote Control is already programmed to control the digital set-top box. Follow the steps below to program the remote and to control the TV, DVD player, VCR and audio device. How to Program the XFINITY Remote Control The XFINITY Remote Controls vary depending on the equipment being used. Go to xfinity.com/remotes to select the correct remote and download the instruction manual. How to Troubleshoot the XFINITY Remote Control If the remote control doesn t work after it has been programmed: 1. Press the Cable button on the remote to make sure the remote is in Cable Mode. 2. Make sure there is nothing between the remote and the receiver that would block the signal. Aim the remote directly at the receiver s front panel, not at the TV, VCR or DVD player. 3. Stand directly in front of the TV and receiver to reduce the angle between the remote and the receiver. 4. Firmly press and release buttons on the remote one at a time. 5. Change channels using the buttons on the receiver s front panel. 6. Replace the batteries in the remote. How to Put the Remote in Cable Mode 1. Press the Cable button. 2. Take the batteries out of the remote and put them back in. 3. Press the up triangle button on the front of the set-top box. 4. If still not working, replace the batteries in the remote. Did you know? XFINITY remote controls vary depending on the set-top box. Go to xfinity.com/remotes to find instructions for all. How to Use the All On Button to Turn the TV and Cable On/Off at the Same Time To use the All On button, first, program the remote control for the TV (see above). Then: 1. Press the Cable button on the top of the remote to make sure it s in Cable Mode. 2. Point the remote at the TV and press and hold the All On button until both the TV and set-top box turn on (or off). If the TV and the set-top box become out of sync with the remote, and the All On button turns one off and the other on: 1. Press and release the TV button at the top of the remote. 2. Press the Power button. The TV will now be in the same state as the set-top box. 3. Follow the steps above to use the All On button again. For more information on programming your XFINITY Remote Control, visit xfinity.com/remotes 30 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 31

Accessing XFINITY On Demand XFINITY On Demand provides the best selection of current TV shows and hit movies, anytime, on any screen. It can be explored through the comfort of the living room or on the go, from a laptop, tablet or smartphone. A vast library of the hottest new releases, the most current TV episodes and an abundance of kids programming are available instantly. How to Access XFINITY On Demand These instructions may vary depending on the set-top box or on-screen guide, but the basic functions should be similar. For help with the X1 Entertainment Operating System, go to xfinity.com/x1 to download a Users Guide. On the TV 1. Press the On Demand button on the XFINITY Remote Control or tune to Channel 1. If a remote control with the XFINITY button is being used, press this button and then select XFINITY On Demand from the on-screen guide s main menu. 2. Use the arrow buttons to select a category from the XFINITY On Demand Main Menu, then highlight a movie or program listing and press the OK/Select button. 3. Select the Watch or Buy icon to view a program. To watch a free preview, select the Filmstrip icon. Online Go to xfinity.com/tv to learn how to get XFINITY On Demand online. Through Mobile Devices Either visit xfinity.com/tv on the mobile browser or use the XFINITY TV Player app available for download in the App Store for both Apple and Android devices to watch shows and movies from an ipod, iphone, ipod touch and Android. For details, go to xfinity.com/help and search for Top Tips for Using the XFINITY TV Remote app. How to Control Programs Use the video control buttons on the remote control to Pause, Stop, Rewind and Fast-Forward programs. For a video tutorial and step-by-step instructions, go to xfinity.com/help and look up Learn About XFINITY On Demand. If issues are encountered with XFINITY On Demand, the interactive XFINITY On Demand Troubleshooting Guide is a tool that can be used to fix most service issues like error messages, access problems and video playback errors. To access the guide, visit xfinity.com/help, click on XFINITY TV, then the XFINITY On Demand Troubleshooting Guide. For more information on XFINITY On Demand, visit xfinity.com/help and search On Demand. For information in Spanish, visit xfinity.com/ayuda Managing the DVR Never miss a minute of favorite shows and movies with DVR service from Comcast. There are several DVR options, including the new X1 DVR, which gives our customers the opportunity to watch in any room, record six shows at once and store hundreds of shows at a time. For information regarding the X1 DVR, visit xfinity.com/x1 and print the User Guide. To manage a standard DVR: How to Record a Program From TV Listings 1. Press the Guide button on the remote. 2. Find and highlight the desired program and press the Record button on the XFINITY remote. A red dot will appear next to the program title indicating that it s scheduled to record. How to Record a Program While Watching TV Press the Record button on the remote. A recording notice will appear on the screen. How to Record a TV Series 1. While in TV Listings, highlight the desired TV series, press the Record button on the XFINITY remote twice and select the Series Recording option. 2. Users can also press the Info button, select the Record icon from the Program Information screen and select the Series Recording option. How to Schedule Recordings with DVR Manager 1. Go to xfinity.com or launch the XFINITY Connect app or the XFINITY TV Remote app. 2. Sign in using a Comcast ID and password. Remember, you can look up your Comcast ID at xfinity.com/username 3. Select TV Listings. 4. From here, schedule a recording from a program listing or choose DVR Manager to go directly to the DVR Manager page. How to Change DVR Recording Options On DVR Manager: 1. On DVR Manager, select Scheduled Recordings or Edit Mode, depending on their device. Online: 1. Modify the options for recording a single program in the Scheduled Recordings tab. 2. Change the options for a series in the Series Priority Manager tab. Users can also cancel the series or episode by selecting Cancel Episode or Cancel Series. How to Watch a DVR Recording 1. Press the My DVR button on the remote and select My Recordings. 2. Highlight a program and press the OK/Select button on the remote. 3. Select the Play button to begin. 32 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 33

Accessing Voicemail How to Access Voicemail for the Voice Service By Phone: 1. From a home phone, dial *99 and follow the recorded instructions. 2. From any other phone, dial the desired home phone number, press # when the greeting begins, then enter the password. For a video tutorial and step-by-step instructions to set up XFINITY voicemail, visit xfinity.com/help and search for Set Up Voicemail. For information in Spanish, visit xfinity.com/ayuda Accessing Email There are a number of ways to stay connected to comcast.net email. At home, work or on the go, it s easy to always stay connected. How to Access Comcast.net Email from a Computer 1. Go to xfinity.com. 2. Click Connect at the top of the screen. 3. Sign in to the desired account. 4. Click Email to access the comcast.net email. 5. If the user is already signed in, they will see options to check their email and voicemail on the left side of the xfinity.com homepage. Online: 1. Visit xfinity.com and click Voicemail. 2. If the user has XFINITY Internet, they can log on with their Username (Comcast ID) and Password. 3. If they don t have XFINITY Internet, they can enter their 10-digit phone number and Password to log in. For more details on how to access voicemail by phone or online, visit xfinity.com/help and search for com/help and search for Check Your XFINITY Voicemail. For information in Spanish, visit xfinity.com/ayuda How to Set Up Readable Voicemail 1. Sign in to xfinity.com with a Comcast ID and Password. 2. Go to the Preferences tab in XFINITY Connect, then press the Voice icon. 3. Click Readable Voicemail Notifications, then enter the desired email address for receiving voicemail transcripts, click Add and check Send Transcripts Via Email. For a video tutorial and step-by-step instructions, go to xfinity.com/help and search Access Email or Voicemail on XFINITY.com For information in Spanish, visit xfinity.com/ayuda How to Access Comcast.net Email from a Mobile Device 1. Download the XFINITY Connect app from the App Store for both Apple and Android devices. 2. Sign in to XFINITY Connect. 3. Click the Email tab. How to Compose and Send an Email with XFINITY Connect 1. Sign in to XFINITY Connect. 2. From the Email tab, click the New drop-down menu. 3. Click New Message. 4. Enter the email address, subject line and message. When the message is complete, click the Send button. For more details, go to xfinity.com/help and search Advanced XFINITY Connect Email Features. For information in Spanish, visit xfinity.com/ayuda For more details on how to set up readable voicemail, visit xfinity.com/readablevoicemail to get started. 34 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 35

Comcast Alerts Alerts are a quick, easy way to receive payment notifi cations, appointment confi rmations, XFINITY On Demand notifi cations and more. Use the helpful tips below for setting up text and email alerts. How to Set Up Comcast Alerts To receive text and email alerts, mobile devices and preferred email addresses must be registered on My Account. To register a device and/or email address: 1. Go to xfinity.com and log in to My Account. 2. Click the Users and Preferences tab. 3. To receive text alerts, enter the desired phone number at the bottom of the Manage Alerts section and click Get Text Alerts. A confirmation message will appear at the top of the screen, and a notification will appear at the bottom of the Manage Alerts section stating that an activation code has been sent to the mobile device. 4. After an activation number is entered, a Terms and Conditions screen will appear. Select the Yes box to agree and click Continue. 5. Select the desired alerts and click Save Preferences. A confirmation message will appear at the top of the screen to indicate that the user has registered to receive text alerts. To manage alert preferences in the future, please follow the above steps and visit the Users & Preferences menu in My Account. Troubleshooting Connectivity Issues How to Troubleshoot Connectivity Issues for Services If multiple XFINITY services are not working, check to see if there is an outage in the area by using a mobile device and following the steps below: Go to xfinity.com and click on My Account. For Spanish access, go to es.xfinity.com/micuenta. Tap My Connection Status. Sign in. The device in use will display information about the connection status. If a mobile phone number has been registered to receive Text Alerts and there is an outage, customers may also text OUT to 266278 (COMCST). Please Note: If XFINITY services are not working before or after a major storm, or if customers have signed in to My Account on xfinity.com and an outage has been reported in the area, it means that Comcast is already aware of the matter and technicians are working to resolve it. So there s no need to contact Comcast. If there are no outages in the area, customers should confirm that their account is up-to-date on payments, as late payments can cause interruption of service. Access this information at My Account. Ensure the device connections are finger tight, including the coax cable from the wall to the back of the device. Verify all power cords are connected and plugged into a working outlet or power strip. If all devices are correctly connected, ensure services are activated by either going online or by phone. How to Use Text Commands in Comcast Alerts Customers can text any command below to 266278 (COMCST). LOC (562)................. To find the payment center closest to their service address. BAL (225)................. To get their latest account balance. OUT (688)................. To find out if there is currently a service outage in their area. APPT (662778).......... To cancel a scheduled service call. STOP (7867)............... To unsubscribe from Comcast text alerts. HELP (4357)............... To get additional service information For more information about alerts, visit xfinity.com/alerts Troubleshooting for XFINITY Internet Connectivity For trouble accessing XFINITY Internet services, try the following: Try to access more than one website to be sure that the problem is not related to a specific site. Make sure all plugs for the devices are connected and secure, not loose, and that outlets are working. Make sure the Ethernet cable is connected to both the computer and cable modem. Check for and install any software updates that the system has recommended that have not yet been installed. Power-cycling the modem will often restore Internet connectivity the easiest way to do this is by simply unplugging the cable modem for two minutes then plugging it back in. Once the cable modem is plugged back in, wait for it to restore connectivity (up to five minutes). If a wireless network is being used, try connecting directly to the modem using the Ethernet cord. If the Internet still cannot be accessed, the home wireless network may be disconnected. Restart the computer. If this does not restore the service, contact Comcast at 1-800-XFINITY (934-6489). 36 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 37

Troubleshooting Connectivity Issues (cont.) Troubleshooting for TV Remote Control Non-Response If the Comcast remote control is not responding, try the following: Press the CABLE button on the remote and then try to change channels. If the remote does not have a CABLE button, then press the POWER button to see if the TV turns on or off. Check the batteries. Make sure the remote is programmed correctly for the resident s TV. For help programming the remote, please visit xfinity.com/remotes. If available, press the arrow button on the front of the set-top box. If the channel changes, the remote may be faulty and may need replacing. For HD TV and HD set-top boxes, ensure the TV input is set to HDMI or Component, depending on the cables used to connect the set-top box to the TV. Troubleshooting for TV Remote Control Non-Response If the XFINITY Voice service is not responding, try power-cycling the modem by pressing the Reset button located on the back of the modem. Continue to press the Reset button until the lights go off on the front of the unit. Release the Reset button and wait for the unit to cycle. If the home phone has no dial tone, try this: Make sure all phones are on the hook and cordless phone batteries are charged. Try to plug a working corded phone into different jacks to find out if the problem is isolated to one phone or one jack. If the home phone is not receiving calls, try this: Check the ringer on the phone to make sure it is turned on. If the phone rings a half ring on incoming calls, Call Forwarding may be activated. For more on troubleshooting, visit xfinity.com/help For information in Spanish, visit xfinity.com/ayuda Troubleshooting From a Mobile Device The My Account app allows customers to easily gain access to self-help information and troubleshooting steps on their Apple and Android mobile devices. The app is available for download in the app store. To open the XFINITY My Account app, enter a Comcast ID or a registered alternate email address and password. After signing in, the home screen will be displayed. If there is an outage in the area, outage information will display. Self-help information and troubleshooting guides can be accessed in the appropriate service section: TV, Internet or Voice. Troubleshooting Steps The customer will be asked to identify the problem. After selecting the item to troubleshoot, the app will run diagnostics. The app will initiate ACCOUNT-, SERVICE- and DEVICE- level checks. Based on the check, it will present options to correct whatever issues are occurring. Customers can reset modems, fix entitlement issues, be alerted when outages are resolved and more. The app will ask if the problem has been fixed. If the problem has not been fixed, there are options to get a call back from a Comcast representative (to avoid being on hold) or to contact @ComcastCares on Twitter. View Bill Online and Payment/Billing Options How to Access a Comcast Bill Online and Payment Options 1. Go to xfinity.com. 2. Go to My Account and click on the Billing and Payment tab. 3. Customers can sign in to their account with their primary Comcast ID. In the bill summary box, they can: View bill details, past bills and payments. Set up and check on automatic payments. Make a one-time payment. Choose how bills are received online or in the mail. Sign up for paperless billing statements. Change mailing addresses. For more information, visit xfinity.com/help and search View, Manage and Pay Your Bill Online. For information in Spanish, visit xfinity.com/ayuda 38 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 39

View Bill Online and Payment/Billing Options (cont.) How to Use a Mobile Device to View and Pay a Comcast Bill There are two ways mobile devices can be used to view and pay bills online: with My Account or with the XFINITY My Account app. ACCESS MY ACCOUNT ON A MOBILE DEVICE 1. Open the browser on a mobile device and type in xfinity.com. 2. Scroll down and tap My Account. 3. Tap Billing and Payments. 4. Enter a Comcast ID or comcast.net email address and password and tap SIGN IN to bring up that account. 5. View the Account Summary and scroll down to make a one-time payment, choose a payment method, then tap Next. 6. Enter billing details and the payment amount and tap Next. 7. Review payment information and tap the blue Submit button. For more details, visit xfinity.com/help and search Pay your bill using your mobile device. For information in Spanish, visit xfinity.com/ayuda How to Use a Mobile Device to View and Pay a Comcast Bill With the My Account app 1. Sign in to the XFINITY My Account app with a Comcast ID or a registered alternate email address and password. 2. After signing in, the home screen will be displayed. 3. The home screen defaults to the Account section of the app. This section provides pertinent account data, including: Billing Information Late Payment Reminder Upcoming Bill (displayed 10 days before bill is due) Payment Received Partial Payment Received Credit Auto-Pay Scheduled 4. Bills can be paid using the XFINITY My Account app and a credit card. View Bill Online and Payment/Billing Options (cont.) How to Sign Up for Paperless Billing To stop receiving a paper bill, follow the steps below: 1. Go to xfinity.com and sign in to My Account. 2. Click the blue Manage EcoBill (Request paperless bill) cube below their account details. 3. Select the Online button to get EcoBill. 4. Click the yellow Save Bill Preferences button. 5. Read the Terms of Service, and check the box to accept them. Click Continue. 6. A confirmation will appear to confirm that the request was processed. Customers can choose to sign up for billing text alerts or click I m done. To go back to receiving a paper bill in the mail, follow the directions above. At Step 3, select In the Mail, then click the yellow Save Bill Preferences button. For a video tutorial and step-by-step instructions, go to xfinity.com/help and search Sign up for paperless billing. For information in Spanish, visit xfinity.com/ayuda How to Set Up Automatic Payments Customers who use My Account can set up recurring payments from a checking account, savings account or credit card by enrolling in Comcast s EcoBill Program. 1. Go to xfinity.com and sign in to My Account. 2. Select the Set Up Automatic Payments link on the Overview or Billing and Payments page. 3. Choose a Payment Method, enter the bank/credit and billing information and click Continue. 4. Accept the terms and conditions and click Continue. 5. Confirmation is displayed. Choose the EcoBill preference, then click to Confirm. 6. Next, click I m done. If a bank account payment method is chosen, a 45-day confirmation message will be received. For more information on automatic payments, visit xfinity.com/help and search Set up automatic payments on xfinity.com/help For general billing information, search for View, manage and pay your bill online. For more information on paying your bill online, visit xfinity.com/help For information in Spanish, visit xfinity.com/ayuda 40 COMMUNITY HANDBOOK - Quick Reference Tips COMMUNITY HANDBOOK - Quick Reference Tips 41