xfinity voice support

I ended up going to the Xfinity store and they told me to call Xfinity and ask for "troubleshooting". I was reluctant to spend a lot of time waiting on the phone, but a robot voice asked me a few questions right off, and I got to speak to a human within a few minutes. They told me that the modem needed to be "provisioned" and they were able to do that  while I was on the phone (my cell phone, because...). And like magic it worked.

I got the impression that this happens all the time, and once provisioned,  it should work fine.

It would have been useful if the troubleshooting instructions mentioned doing this so I would not have spent the afternoon talking to AIs, and reading the same suggestions over and over, but I am grateful that things are finally working.

I'm sorry the trip to our retail office didn't go anywhere for you, but it's definitely harder to troubleshoot anything without someone being home while we run our checks, so I'm glad you had the opportunity to call in. More importantly, I'm glad that our support team was able to get the dial tone back for you! I hear you on the feedback regarding the initial setup process too, and we'll definitely get that passed along to the right people as I see exactly where you're coming from on that 👍 Was there anything else we could do to help you out today?

Actually the Xfinity store guy was really helpful. I had been reluctant to try the general Xfinity phone number, but he told me that was the way to go, and  there was no big wait, which was nice.
Things are actually going pretty smoothly now around here, Xfinity wise.

u/lefthandedmusic We are glad to hear the visit to the store was productive and that you had a good experience! If there is anything we can help you with from here, please don't hesitate to let us know.