Hello XfinityRoberto

You didn't really explain what I should expect differently if I go back through the painful conversation again with Comcast support.  Just that I should keep bashing my head into that wall.

Ironic thing is, when we were talking about the early termination fee and Comcast's lack of adherence to advertised upload speeds, he said he could make a note on the account that we should not be charge if we can prove there is an error on Comcast's side (but couldn't include that note in the quote or anything in writing regarding the note).

Shortly after telling us to trust the note, he was telling us to choose *ONE* and only *ONE* DOCSIS modem for both telephony and Internet services when *NEITHER* are correct for both.  This situation of two DOCSIS modems was established in the first place by a *Comcast* employee!  According to the Comcast installer that put the telephony DOCSIS modem in the basement there would be a note on the account.  So he went from that we can trust Comcast account notes to that the existing Comcast account notes mean *NOTHING* at all.  Zippo.  Zilich.  He couldn't even stay consistent with the "trust the account notes" line he was feeding us.

Look, after a conversation that horrific just to force us into paying for overpriced *UNUSED* TV services for one more month, it is going to take a little bit more than instructions on how to try again and again.  There should be some statement as to *WHY* to expect any different results this next time.

Also, I don't want to sit through another sales pitch again about how Comcast resells Verizon cell phone service for cheaper.  If the person can actually honor the request to cancel *ONLY* the TV service, then it might we worth discussing pivoting to considering something else from Comcast in the future.  But when the conversation ultimately is going to become that to cancel TV *REQUIRES* cancelling TV and Telephone *OR* requires cancelling TV and Internet... why should cancelling TV have anything at all to do with keeping the other two services that we actually use?

So, no.  I am not jumping through more hoops to hear again about Verizon by Comcast unless there is something clearly stated why there will be positive results this time.

Let me know if you have any questions.

The forum sent me an auto-message to mark this thread as resolved if it has been.  It has not.

I have now tried the request to perform a DM to resolve the issue.

Here is the "best" I could get from performing a DM:

It's not entirely uncommon for homes to have separate modems for internet and phone services so the recommendation by the technician is normal. If you and the account holder are looking to have internet only or internet and phone services you can do that, we may need to get creative on how we package the services but that is also possible.

When asked for any public facing document or knowledge base article to provide the customer leverage when a Comcast staff member indicates Xfinity policy one ever allows *one* DOCSIS modem, the answer then became this:

You have asked us that several times, and we appreciate it, but there is no public facing document we can provide you that will state this information. It is situational, and a recommendation made by the technicians.

As to why the note left by the technician was ignored:

We cannot answer that as we were not part of the discussion that took place where this confusion started. We can only tell you what we are familiar with, what setups we have seen before and how it should be handled moving forward.

So it seems like Xfinity "policy" is up to the whim of whoever you speak to when calling.  If you have anything non-standard (even if it is, as stated above, normal), then it seems like it is roulette as to if the next call for customer service will honor the technicians note or just make zero progress.

Ultimately the DM session was unhelpful.  It was just requested that the family member that is primary on the account just try calling all over again!  If that should work, shouldn't it have worked the first time?  How many telephone service providers do you have to call multiple times to do basic tasks as cancel specific features on the account?  This is made even worse by the fact that a large chunk of the phone call was about if we want Verizon resold by Xfinity.  Why would we want Verizon with the customer service downgraded to Xfinity customer service quality roulette??

The account holder doesn't want to play re-try roulette.  If there is a knowledgebase article that indicates the staff member is incorrect for ignoring the technician's note then that would provide some foundation for calling again.  But no such consistency in policy seems to exist.

We have made some progress on this only for it to take another very upsetting twist.

To address Xfinity's policy that customer service may randomly state that Comcast only allows one DOCSIS modem, we have used number portability to transfer the phone number to another provider.  This eliminates our need for more than one DOCSIS modem.

It went to check on the portal about upgrade our customer owned DOCSIS modem from our current DOCSIS v3.0 to a new DOCSIS v3.1 that I got on Black Friday.  It still isn't allowing me to perform the upgrade.  Rather it says that there appears to be "an order in progress."  But does not give any further information than that.

The previous DOCSIS modem we used only for telephone also now shows up under Internet services in the portal.  Previously we could see the telephony only DOCSIS show up on Wifi device scans but didn't know the password so we just ignored it.  Why a DOCSIS modem that is stated to be only for telephony use would have Wifi even enabled has always puzzled me.  But now that it showed up in the portal, I finally could see what the password was set to.

The SSID for the Comcast owned/controlled DOSCIS modem has always been set to my last name.  [EDIT: Inflammatory].  But it turns out the *PASSWORD* that Comcast set for the Wifi is *ALSO* my last name followed by my house number.  So, this entire time, the majority of the Wifi password was already being broadcast and the remaining part of the password could simply be looked up using that same last name!!

I have been involved in the past with computer security procedure audits (SSAE18/SOC) and can say with complete certainty that [EDIT: Inflammatory].  Keep in mind, this device is set to use WPA2-Personal mode of which the SSID is essentially the username.  Even a Comcast own knowledgebase article say *NOT* to use the username as part of a password.  [EDIT: Inflammatory].  Yet Comcast continues to issue emails *claiming* that they take security and privacy seriously.  [EDIT: Inflammatory].  Yet I can't find any information why Comcast would choose to do this!  The offending device is now fully powered off but it would be nice to have a straight answer why Comcast would leave it configured like this for years.  Regardless, I am getting in touch with multiple news outlets to report my findings.

Tomorrow we will be attempting again to cancel TV service and this time also try to confirm cancelling Xfinity home phone service.  Hopefully we can also look into how to self-install the upgraded DOCSIS v3.1 modem that I have.  But given the problems the portal is giving me, it does not seem hopeful.

The Comcast/Xfinity track history with us has made sure the following policies have been established for us:

* Xfinity will never again be used for TV service, the Broadcast TV and Regional Sport Network fees exceed the cost of alternative services that have been working better for us

* Xfinity will never again be considered for home phone service.  [EDIT: Inflammatory].

* Xfinity will never be considered for cell phone service.  If they can't get providing customer service for home phone right, we don't want to be put through that for cell phone service.

* Xfinity will never again be trusted with installing devices that have built-in wifi within the home.  The warning will also be extended to friends/family.

[EDIT: Inflammatory]

Talked with a friend of the family, they have an Xfinity xFi gateway, they also have a Wifi password set by Comcast customer service of their last name!

Please take careful note of the following Xfinity knowledgebase article:
https://www.xfinity.com/support/articles/changing-or-resetting-your-password

Which says:

PASSWORD TIPS

Your Xfinity password:

• Must be between eight and 128 characters long.
• Must include at least one number and a special character.
• Can't contain your name or username.
  
  

Check out tips here for creating a stronger password.

This then also leads to another knowledgebase Comcast article which has:

Create a stronger password

Follow these helpful tips to create a stronger password.

What to keep in mind

• Avoid the obvious: A password based on a name, birthday, social security number, or similar information is a bad choice.

These are general best practices for *ALL* passwords, not just the Xfinity web portal password.  They should also be honored for the Wifi password.  [EDIT: Inflammatory]

[EDIT: Inflammatory]