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user_o9j814
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Thursday, January 30th, 2025 2:29 PM

Chat Agents New Trick - Remotely Reboot Modem to End Chat Session

So it seems your Indian agents have a new way of worsening what is already the worst customer experience ever.  If you ask pointed questions or want details, they remotely reboot your modem, killing your connection, so they can get off the chat with you.  Happened four times in my last session.  

You need to eliminate their ability to do a remote reboot as it appears this is commonplace.  How can you let this happen and not know about it?  Again, just finding new ways to make a bad customer experience worse.  Seems that's a core competency at Comcast.

Anyone else see this happen?

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Updated 

4 months ago

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XfinityBenjaminM

Official Employee

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2K Messages

4 months ago

 

user_o9j814 Hello! Thank you for reaching out to us here on our Community Forum. We are sorry to hear of the experience you're having. We as a general practice always seek the "go ahead" before doing something to trigger a modem reboot so that you don't lose your connection at an inopportune time. We realize many families work and do school from home so we try to prevent that abrupt loss of connection as much as we can. 

We appreciate your feedback and we will forward this on to ensure we are providing better experiences going forward If there is still anything you need our help with, please let us know.

 

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user_o9j814

2 Messages

Pardon my skepticism, but color me skeptical.  Customer experience with Comcast is just brutal.

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4 months ago

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XfinityOrlandoM

Official Employee

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2K Messages

@user_o9j814

We do apologize for any inconvenience, the xfinity app https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting is also another great tool to use to troubleshoot your connection issues.

 

If you are in need of further assistance please let me know how we can further assist you and I'll be happy to get you taken care of

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4 months ago

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