jayd's profile

Regular Visitor

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3 Messages

Wed, May 29, 2019 8:00 PM

Connect to in-home WiFi to watch.

This started today. Most channels say "Connect to in-home WiFi to watch." I am connected (laptop) to my modem by ethernet cable. NBC channels: I am able to watch but the channels are from Los Angeles, CA. I live in Colorado. There are a few other channels that I am able to watch, but have no interest in. I was on the phone with support for 1 hour and 24 minutes earlier tonight. He said he would call back. No call back. Went through multiple modem restarts, log in, log out. Blah blah. I've seen multiple instances of this problem here, but someone from Comcast usually asks for a PM. No solution is ever given here, in public. Why?

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Responses

Accepted Solution

Regular Visitor

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3 Messages

2 y ago


@ComcastAlly wrote:

Hello, jayd, thank you for taking the time to reach out to us here on the forums. I'd like to troubleshoot this issue through your account to see if we can get this up and running again! I get how important it is to be able to watch your favorite shows.  

Please send me a PM with your first and last name to get started. 
To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”


So after PMing back an forth for several hours yesterday afternoon, the Stream app on my phone started working. This afternoon the Stream on the website started working too. Something someone did fixed the problem. Thanks @ComcastAlly 

jav6joev

Bronze Problem Solver

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2.1K Messages

2 y ago

Could be there is something going on with customers' specific accounts and the Comcast agents need private info to access the account and fix it. 

 

But, this is no excuse for an agent/moderator NOT telling us in PUBLIC what the cause of the issue is and what has to be done to fix it, without disclosing any personal info.

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

This is generally a peer to peer forum, it should be up to the original poster to confirm the solution. A lot of times that poster never replies to the moderator, so there is no reliable information to pass on

Regular Visitor

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3 Messages

2 y ago


@CCAndrew wrote:
This is generally a peer to peer forum, it should be up to the original poster to confirm the solution. A lot of times that poster never replies to the moderator, so there is no reliable information to pass on

And this response helps solve my problem with your service? 

CCAndrew

Diamond Problem Solver

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25.9K Messages

2 y ago

Sorr, you only asked the question of Why ( at the end). The rest of your issue was escalated to a colleague in that area. You’ll receive a reply here shortly, asking for that PM to be sent.
ComcastAlly

Official Employee

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1.9K Messages

2 y ago

Hello, jayd, thank you for taking the time to reach out to us here on the forums. I'd like to troubleshoot this issue through your account to see if we can get this up and running again! I get how important it is to be able to watch your favorite shows.  

Please send me a PM with your first and last name to get started. 
To send me a Private Message, please click my name “ComcastAlly” and click “send a message.”

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
ComcastAlly

Official Employee

 • 

1.9K Messages

2 y ago

jayd, thank you for the update! Glad to hear all is well. 

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

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