Found an issue via assistant, but no indication of what that issue is

user_gti0u9, Hi there! We appreciate you for visiting our forums page for help with troubleshooting the internet issues. I know how important it is to have your internet services working correctly so I can relate to the inconvenience that this can cause. I am sorry to learn about this experience. You've come to the right place. We are a team of experts who can help. Let's get this fixed. Thank you for sharing this information about when using the virtual assistant resulting in wanting a technician appointment. Our digital options such as the virtual assistant to our Digital Status Center are really helpful in making your experience more seamless in resolving service issues promptly. With the Xfinity app, you can also easily reset the Gateway and troubleshoot issues from your mobile device. When using our equipment instead of your own, we offer support and we are responsible for the equipment. We take care of all of the service and maintenance. Here is a great link to more details on the benefits of renting our equipment. Additionally, if the service issue is caused by a non-Comcast-related issue there is a possibility of charges being applicable so if it is your modem that is failing specifically, there would be a charge for a visit. Since you are using a personal modem, I recommend also checking with the modem manufacturer as one troubleshooting step before scheduling the visit. If the issue is Comcast related such as outside wiring, no charges are applied. That is why we do all the necessary steps in troubleshooting before scheduling a service technician. Does this make sense so far?