F

Visitor

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1 Message

Thu, Dec 16, 2021 7:32 AM

Closed

Automated Customer Service is laughable

Seriously - it's time to lose the automated, "let me walk you through how to reset your modem" as the first, and ONLY as it turns out, response you get when trying to get information regarding a possible outage. Come on, it's not like we need get in there and manually enter DNS settings or something like that - we're talking about unplugging the thing then plugging it back in. Guess what: EVERYBODY KNOWS THAT THEY NEED TO DO THAT. Unplugging it and plugging it back in has been the very first thing people tried when something wasn't working ever since there has been electricity and doo-dads with cords. 

I promise you that if someone is logging onto the website for help, they have already done this half a dozen times. Just skip it! Or how about at most, ask if they tried it so they can answer, "Yes!" and move on.

Beyond that - there is nothing. No other solutions offered. How about sending a reset signal? How about talking to an actual person!?

My internet is down right now. It's raining like a maniac outside, so I go the site to see if there is a reported outage. There is not one. What would you think? Yep, me too: I wonder if that means just my internet is down... Try to figure out a way to ask someone and I go through this loop of, reset your modem, wait......, sorry that didn't work, I'll schedule you an appointment with a service tech.

Is it too much to ask to get someone on the line and just explain what's up - [Edited: "Language"] I would even take an "I don't know" if it came from a real person.

This turned into ranting - but my point is, stop advising us to reset our modems. We know. We already did it. We need REAL help please.

Contributor

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167 Messages

1 year ago

Totally feel for you, its all fun and games until the internet goes down and good luck with Comcast customer service as most if not all after hours support is farmed out to 3rd world countries as is the case with a lot of the big tech giants.. Neither here nor there but to your point the troubleshooting for modem not working is relatively basic and primarily involves restarting the device. If after calling 1 (800) 934-6489 during business hours the issue isn't resolved or at least explanation provided I would be highly surprised.

One item to consider, since weather is a factor there, is do we know if any other utilities or customers are experiencing similar issues. What is the light on the modem doing? What color is the light?

In another post on this forum found the following - 

The xFi Advanced Gateway (Arris XB6 TG3482G and Technicolor XB6 CGM4140COM) and xFi Gateway (3rd Generation: Technicolor CGM4331COM and CommScope TG4482A) have lights that behave differently depending on the status of the device.

Device Status and Light Activity

Light Activity Status of Device Issue Cause / Additional Action Needed
No light Off N/A
White steady light or white steady light with purple tint (post-activation) On/Operational N/A
White steady or blinking light / white steady or blinking light with purple tint (during activation) Limited Operational If you haven’t yet activated your device, follow the steps outlined in your Getting Started Guide.
Red steady light No Internet connection We're having trouble connecting with your device. Contact us for help.
Blue blinking light WPS Mode Your Gateway is trying to make a connection with another wireless device. Once connected, your new device should be up and running.
All other color combinations Connecting to Xfinity systems Please wait for about 15 minutes for this cycle to complete. If you’re still having issues connecting, contact us for help.

 

Thanks and good luck.

EG

Expert

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96.9K Messages

1 year ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

And first, check here for info on any possible local outages;


https://www.xfinity.com/support/status 


Use a cell phone internet service, a public WiFi hotspot, a neighbor's internet if you need to, to check it.

Official Employee

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854 Messages

1 year ago

@feegarro

Thank you for reaching out to the Digital Care Team. I hate to hear this has been your experience and would love to investigate this for you! Please send us a PM with your first and last name, as well as house numbers to your service address. To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist.

 

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