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user_816e03
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3 Messages

Friday, January 6th, 2023 7:01 PM

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Why do I need to "reset" my modem to talk to a real person when the wire to my house is literally cut down??

I can see that a tree branch took out my cable. It's not connected. Why, when I call about the issue, does Xfinity pretend it's "resetting" my modem and make me wait 10 minutes for the process to complete before I can speak to a human? You guys can tell that I don't have a connection when I check online, so why go through this stupid charade that only serves to dissuade people from calling and speaking to a real human?

This shows true contempt for your customers and their time, and the company should be ashamed of it. There's no good reason to make me do this when your own systems can tell my connection is down!

Question

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Updated 

2 years ago

356

4

EG

Expert

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110.1K Messages

2 years ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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CCJennifer

Problem Solver

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743 Messages

2 years ago

Hello @user_816e03! Thank you for reaching out to us on our community forum. We hate to hear that you have a line down and are having trouble getting assistance. We're happy to help! Could you please send our team a direct message with your full name and full address?

 

• 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

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user_816e03

Visitor

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3 Messages

@XfinityJennifer​ Thank you for the response but my problem isn't getting in touch with someone. I know how to do that (and that should have been clear from my post). The problem is that Xfinity has inserted a completely useless and unnecessary step into the process: making me "reset" a modem you know you can't communicate with. This is the problem. Not talking to someone. The problem is the mandatory unnecessary, time-consuming step that you require.

Do you understand now what the issue is? I do not need help talking to someone. I need Xfinity to make it easy to talk to people by eliminating pointless delays and useless requirements that prevent me from easily reaching someone.

2 years ago

0

XfinityChristy

Official Employee

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2K Messages

@user_816e03 I am sorry for the frustration. Our IVR is set up to help customers speak to the right team and there are steps that must be performed before you are connected to the right person. If sounds like there is a ticket already in place to make sure we get that line issue resolved. I would be happy to check into the details for you. To get stared please send up a private message with your full name and address. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

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user_816e03

Visitor

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3 Messages

Again, not the issue. I am able to competently navigate a phone tree. Please stop offering to help me resolve a nonexistent problem.

You are wrong that this is a call routing step. It doesn't help get me to the right team. I'm already at the point where I need to speak to them. It is simply a barrier to my speaking to them. But it doesn't need to be there. You know it - you can tell there's no connection - and I know it - I can see the wire myself. It is nothing more than a useless step that delays me from speaking to someone by 10 minutes.

There is no purpose to it and it only serves to prevent people from reaching an operator. So Xfinity can spend less.

Stop trying to justify it - there's no justification other than the profit motive - and admit you either don't care about my time or make an effort to fix it.

2 years ago

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gamestacker

New Poster

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21 Messages

2 years ago

This was never resolved, and will never be resolved --ever since Xfinity (Aka Comcast) closed their US call centers for non-financial and moved overseas. They make us all go through this charade, for years now. Covid ruined their customer support framework and they're not interested in fixing it. I've already cut the cord for TV  & phone, internet only at this point. But struggle just like you when i have web problems.

Nobody listens to this issue, nobody cares.

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gamestacker

New Poster

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21 Messages

2 years ago

Their steps to take in order to talk to the right person in their IVR are broken--this does not account for people that actually know what they're doing (network engineers who work at home and know more than the whole call center put together) and makes everyone go through a USELESS RESET even if there is no physical line, or we have reset our moden on our own....10 times. Ridiculous.

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