adhome's profile

New Poster

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2 Messages

Tue, Feb 9, 2021 9:00 AM

Chat support is TERRIBLE! How do I get to a real person?

I need our x6 factory reset or the log in credentials. The default admin / password is not working.

 

I have tried multiple times now trying to get help from chat support, who are terrible, and the phone support is forcing me to use chat support right before it hangs up on me.

 

I need to log into the x6 web gui because the xfi app does not give me any options for QOS or assigning a LAN static.

 

They not only do not understand what I am asking but they even sent me to the wrong url (192.168.0.1) to log in to the x6. 

 

I either need them to give me the log in credentials or factory reset the x6 so I can log in. That is it.

 

I cannot stress enough how terrible chat support is and how much time I have wasted trying to get help from people who do not understand how to technical support.

Responses

EG

Expert

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86.1K Messages

2 m ago

It's supposed to also reset the device's UI access creds to those default values. Did you hold it in for at least 25-30 seconds ?

 

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New Poster

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2 Messages

2 m ago


@EG wrote:

Hard reset the device to factory defaults by pressing and holding in the recessed reset button on the rear for 30 seconds. Go to http://10.0.0.1 The user name and the password will now become the defaults of admin and password. You will lose any customized settings, and they will need to be re-configured from scratch.

 

And be advised that you won't find any QoS settings in there either as that feature is not offered in their gateway devices.


Yes, I tried using the reset pin hole on the back of the x6. It did not work. It only reset the SSIDs /passwords

 

EG

Expert

 • 

86.1K Messages

2 m ago

Hard reset the device to factory defaults by pressing and holding in the recessed reset button on the rear for 30 seconds. Go to http://10.0.0.1 The user name and the password will now become the defaults of admin and password. You will lose any customized settings, and they will need to be re-configured from scratch.

 

And be advised that you won't find any QoS settings in there either as that feature is not offered in their gateway devices.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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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