Visitor
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4 Messages
Why is my internet disconnected every time I hang up with Customer Service?
I’ve had to engage with the off-shored Customer Service a few times for various issues. That in itself is frustrating as they don’t know anything. At the end of each call/chat, the issue usually isn’t resolved and results in a tech visit.
however, each time I do connect with them, my internet goes out within 1-2 minutes of hanging up.
there’s no coincidence. The issues I’m calling about aren’t related to service disruption, so my only thought is disgruntled service personnel.
Love to know if there’s a “valid” reason this is happening, or anyone fromComcast can shed light on what I believe is poor service.
XfinityAldrik
Official Employee
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2.1K Messages
2 years ago
Thank you for reaching out to us @user_c1739d. Whenever there are changes made to services such as repackaging or upgrading/downgrading any of your services a signal is sent to finalize the changes. This signal can impact services and may be delayed by 2-5 minutes after the order summary has been approved.
Alternatively, if you are reaching out due to service issues, our automated system and our technical support representatives will send signals related to the service (cable, internet, etc.) having issues. These signals are intended to evaluate potential signal issues occurring and attempt to correct them remotely. Are your services currently offline?
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user_c1739d
Visitor
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4 Messages
2 years ago
Not sure I buy it. If that’s the case, that needs to be explained on the phone or chat.
Services are restored from rebooting the modem.
i’ll test your theory though by calling at a later date and seeing if the same process that the next technician goes through results in a disconnect. If so, then it definitely needs to be added to what the agent tells the customer.
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user_c1739d
Visitor
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4 Messages
2 years ago
Yep, no outages in the outage center, the online troubleshooting and confirmed by the agents that I talked to.
Back online, so we’ll see what happens next time.
I was told that there was a potential wiring issue identified, so I told them to send a tech at your expense.
I’ve had 2 phone calls since claiming that there’s no actual issue and to cancel the tech. Amazing the attention you get when Comcast has to foot the $70 charge for a tech to check your equipment.
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user_c1739d
Visitor
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4 Messages
2 years ago
Yes I do. We’ll see what they say when they come out.
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Router77
Visitor
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1 Message
1 year ago
Every time I use their chat agent, I experience internet outages lasting 2-3 minutes as well. Even if it's for xfinity mobile.
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