Real technical support

Absolutely I called yesterday and spoke to two different people both stated that they were reading from a script and clearly the issue I was having was beyond their knowledge.   The first blamed the issue on owned equipment and that it in no way could be xfinity causing the issue however they needed "reprovision" my modem.  I asked why that was and the reply I got made no sense. The second individual I told him that I've been having connectivity issues for the last week, and I have router logs to prove that the issue is coming from the ISP.  He stated, "that's not possible" and that because my service was up at the moment then I'd have no further issues as "he has seen to it personally", 45mins later my service dropped out.  Thus, resulting in me using a Verizon hotspot for the rest of my workday.  Both stated that there was no higher level of technical support other than the call center who can only read from a script/LLM.    When I had ATT in the past if I had issues that the call center could not resolve they'd transfer you to an actual technical support and eventually gave me that contact information.   That's what I'd like so next time I have a technical support issue that is outside of my scope of solving I can talk to someone that understands how the infrastructure works and can at least understand what router logs and a owned router/gateway is.  

@user_hdwpxj 

I understand the conversation you had and I'm here to assist you with your technical issues. Let's take a deeper look at your account so I can check the signals over the past seven days and the signals going into your modem currently.

 If you have your own modem we're limited on how much control we can check in regards to your modem we can only check the signals going into your modem. The great thing about using the Xfinity modem is we can actually access the modem remotely to see if there's an issue with the modem as well

 go ahead and send me a direct message including your first and last name and complete service address

Here's the detailed steps to direct message us: 

• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I'd just like to get contact info for the next time. Instead of the call center. 

@user_hdwpxj 

There's not a direct number to the Technical Support team that we have to provide,  we here on the Xfinity forums page are corporate agents and have all the tools to assist you with your connection needs as well as any other service needs

are you currently having connection issues?

are there any troubleshooting steps you have taken to try and resolve those?

There are no issues now.  However, I just wanted contact information.  Is there a technical support team that is NOT the call center who understands troubleshooting outside of a script? And if there's no direct line what's the promts via the 1-800 to reach them? 

Greetings, @user_zcggpu! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about your TV stations. You have definitely come to the right place for assistance.

If you relocated to an area with different network affiliates, your channel lineup should update right away, but if you are using the same cable boxes from your previous account, they may need to be updated to reflect your new local programming. This generally occurs during the overnight refresh, but it can take up to a week for things to update completely. How long have you been getting the old channels?