Lousy agent connection
I'm having connectivity issues. I asked for an agent to call me at a specified time. It was perfect, right on time I received a call. Got connected to an agent, a very nice person named Ann. But the phone connection was horrible. Supposedly she's located "offshore" and apologized profusely. Then she couldn't her me (I could hear her, maybe not perfectly). I don't blame her, I blame her support.
This is the front lines of Xfinity. You need to figure this stuff out. And I continue to be plagued with connectivity issues.