INTERNET SERVICE CABLE DISCONNECTED AT SERVICE POLE DUE TO STORM

Our Internet service is down because a storm last night pulled the cable from its connection at the Line Pole; it needs to . Your 🤬”Assistant” isn’t programmed to deal with something so simple; it sends a signal to the Modem at a given address, gets no reply, and automatically ASSUMES the problem to be with the Modem and switches to that flow. Why? Because Engineers and not Technicians wrote the flowcharts that programming is based on, and Engineers always think everything is simple in their Fantasy World. I helped with the expert systems your troubleshooting flowcharts are based on, and now your “Chat Assistant”. Maybe it would be easier to talk to a human being if the problem was “Need to Terminate Xfinity Service”. I can see that trending.

We already ditched our Xfinity Cable service several years ago; canceling Cable Internet isn’t far away if I can’t resolve this.

Those troubleshooting flowcharts were NEVER MEANT TO BE a standalone aid for someone with no field technician experience (or no experience), let alone a program or even AI. Xfinity Management likely bought into the ridiculous sales pitch that Automation can cut the human cost by replacing them, which is the most ignorant thing ever conceived since customers are Human. From what I’ve seen so far, alternative Service Providers might be the best option - unless I can get this resolved quickly.