I have plan of 1000 mpbs never get above 450 mpbs +

Xfinity Assistant (11/15/2023, 10:04:40 AM): "Good morning, Anirudhha.I'm Xfinity Assistant, here to help answer your questions and resolve your issues.To get started, here are some suggestions. Or, you can type what you need."
Xfinity Assistant (11/15/2023, 10:04:40 AM): "By activating, I agree to the sharing of certain personal information between Xfinity and Peacock to enable my access and use of the app. Xfinity and Peacock will each process information in accordance with their respective Privacy Policies."
 Buttons: Activate Now | Dismiss
Xfinity Assistant (11/15/2023, 10:04:40 AM): "Your recent statement is available"
 Buttons: More Details | Dismiss
Xfinity Assistant (11/15/2023, 10:04:40 AM): "Reliably fast speeds, even at peak times when everyone's online."
 Buttons: Upgrade Internet | Dismiss
 Buttons: Manage internet equipment | Help with TV remote | Manage my account | Xfinity Privacy Center
Anirudhha (11/15/2023, 10:04:56 AM): "slow internet"
Xfinity Assistant (11/15/2023, 10:04:56 AM): "There are no outages in your area so I can help troubleshoot your Internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?"
 Buttons: Yes, continue | Not right now
Anirudhha (11/15/2023, 10:05:01 AM): "Yes, continue"
Xfinity Assistant (11/15/2023, 10:05:01 AM): "Can you please tell me the type of issue you're experiencing with your connection?"
 Buttons: No internet connection | My connection is slow | My connection keeps dropping | Activate Storm Ready Wifi
Anirudhha (11/15/2023, 10:05:14 AM): "My connection is slow"
Xfinity Assistant (11/15/2023, 10:05:14 AM): "Hang tight. I'll first check the health of the signal to your home."
Xfinity Assistant (11/15/2023, 10:05:59 AM): "I don't see any problems with the signal to your home. Now let's check your modem."
Xfinity Assistant (11/15/2023, 10:06:03 AM): "OK, I'm communicating with your device to pull your wireless information and network names. This should only take 35 seconds and I'll continue to update you on progress."
Xfinity Assistant (11/15/2023, 10:06:39 AM): "Hang tight while I gather your premise health details. This will only take 45 seconds."
Xfinity Assistant (11/15/2023, 10:07:25 AM): "Okay, no issues detected with your modem configuration. Let's continue troubleshooting."
Xfinity Assistant (11/15/2023, 10:07:28 AM): "Do you have a separate router plugged into your modem or Xfinity Gateway?"
 Buttons: No | Yes | I'm Not Sure
Anirudhha (11/15/2023, 10:07:44 AM): "No"
Xfinity Assistant (11/15/2023, 10:07:44 AM): "What device is having the connection issue? (If more than one, please select a device that you can easily troubleshoot.)"
 Buttons: Laptop or desktop computer | Mobile phone or tablet | Smart TV or streaming device | Video game system | Xfinity Home device | Other device
Anirudhha (11/15/2023, 10:07:51 AM): "Smart TV or streaming device"
Xfinity Assistant (11/15/2023, 10:07:51 AM): "How are you connecting to your network?"
 Buttons: Wifi Connection | By Ethernet cable to modem or gateway
Anirudhha (11/15/2023, 10:07:55 AM): "Wifi Connection"
Xfinity Assistant (11/15/2023, 10:07:55 AM): "When you experience this problem are you noticing it more with apps or websites?"
 Buttons: App | Website
Anirudhha (11/15/2023, 10:08:01 AM): "App"
Xfinity Assistant (11/15/2023, 10:08:01 AM): "Please wait while I run multiple checks on your WiFi health. This will only take 20 seconds."
Xfinity Assistant (11/15/2023, 10:08:24 AM): "I found a few issues with your WiFi settings and connectivity. Let's try some basic troubleshooting to see if this fixes the issue."
 Buttons: Next
Anirudhha (11/15/2023, 10:08:31 AM): "Next"
Xfinity Assistant (11/15/2023, 10:08:31 AM): "OK, I've checked for all possible network issues. Next I'll need to check the devices on your home network to see if there is an issue."
 Buttons: Next
Anirudhha (11/15/2023, 10:08:40 AM): "Next"
Xfinity Assistant (11/15/2023, 10:08:40 AM): "OK, lets check to see if you're having the same connectivity issue with another program. This will help me understand if  you're having trouble with your whole network or just one program. Try opening another browser, app, or game to see if it is working."
Xfinity Assistant (11/15/2023, 10:08:40 AM): "Once you've checked can you let me know if you're having the same issue?"
 Buttons: Yes, still having an issue | No, it works fine
Anirudhha (11/15/2023, 10:08:46 AM): "Yes, still having an issue"
Xfinity Assistant (11/15/2023, 10:08:46 AM): "Are you connecting through a VPN?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:08:51 AM): "No"
Xfinity Assistant (11/15/2023, 10:08:51 AM): "Please access your device's WiFi settings to forget and then reconnect to your WiFi Network. Did this fix the issue?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:05 AM): "No"
Xfinity Assistant (11/15/2023, 10:09:05 AM): "Please access your Settings/Network Settings on your Smart TV/Streaming Device and perform a Network Connectivity test. Does the test confirm a Network Connection for your Smart TV/Streaming Device?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:22 AM): "Yes"
Xfinity Assistant (11/15/2023, 10:09:22 AM): "Please restart your Smart TV/Streaming Device and attempt the previous action. Did this fix the issue?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:27 AM): "No"
Xfinity Assistant (11/15/2023, 10:09:27 AM): "I have validated your internet device is connected, all settings are configured appropriately, and there are no network issues. The connectivity issue does not appear to be related to the Xfinity Internet service."
Xfinity Assistant (11/15/2023, 10:09:27 AM): "If you continue to experience problems, I recommend contacting the equipment manufacturer of the program or app."
 Buttons: Next
Anirudhha (11/15/2023, 10:09:36 AM): "Next"
Xfinity Assistant (11/15/2023, 10:09:36 AM): "This concludes our troubleshooting, thank you for your time."
Xfinity Assistant (11/15/2023, 10:09:42 AM): "OK. I'm here 24/7 if you need help with anything else."
Anirudhha (11/15/2023, 10:09:55 AM): "chat with support"
Xfinity Assistant (11/15/2023, 10:09:55 AM): "Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?"
 Buttons: Billing | Internet | TV & Streaming | Xfinity Voice  | Xfinity Home Security | Activation
Anirudhha (11/15/2023, 10:10:00 AM): "Internet"
Xfinity Assistant (11/15/2023, 10:10:00 AM): "How can I help you with your Internet service?"
 Buttons: Troubleshoot my connection | Manage my WiFi network | Learn about Xfinity xFi | Check my Internet speed | Chat with an agent
Anirudhha (11/15/2023, 10:20:34 AM): "Chat with an agent"
Xfinity Assistant (11/15/2023, 10:20:34 AM): "OK. I'll put you in touch with a live agent now."
Anirudhha (11/15/2023, 10:20:38 AM): ""
Agent (11/15/2023, 10:20:40 AM): "Hi Anirudhha, thank you for contacting Xfinity. My name is Amanpreet. How may I help you today?"
Anirudhha (11/15/2023, 10:20:58 AM): "Hello"
Anirudhha (11/15/2023, 10:21:07 AM): "its been irritating today and # days back "
Anirudhha (11/15/2023, 10:21:18 AM): "the internet connection has been mess"
Anirudhha (11/15/2023, 10:21:28 AM): "i am using #### mbps plan"
Anirudhha (11/15/2023, 10:21:34 AM): "but works like ## mbps"
Anirudhha (11/15/2023, 10:21:45 AM): "no #k stream it goes to ### p"
Anirudhha (11/15/2023, 10:21:51 AM): " no zoom keeps disconnecting"
Agent (11/15/2023, 10:21:51 AM): "I apologize for the inconvenience caused to you, I can totally understand what you are saying please accept my sincere apology."
Anirudhha (11/15/2023, 10:21:55 AM): "reels can't been seen"
Anirudhha (11/15/2023, 10:21:56 AM): "buffers"
Anirudhha (11/15/2023, 10:22:11 AM): "soo many issues"
Anirudhha (11/15/2023, 10:22:17 AM): "worst video phone calls"
Anirudhha (11/15/2023, 10:22:28 AM): "it feels why am i paying #### mpbs"
Anirudhha (11/15/2023, 10:22:31 AM): "i am alone at home"
Anirudhha (11/15/2023, 10:22:35 AM): "still shit"
Anirudhha (11/15/2023, 10:22:49 AM): "so much problem while working"
Agent (11/15/2023, 10:23:06 AM): "I got your side and I can totally understand the importance of working Internet however no need to be worry about I will do my best to fix the issue with the best resolution."
Anirudhha (11/15/2023, 10:23:07 AM): "it has one job to give speed it screws me"
Agent (11/15/2023, 10:24:16 AM): "I completely understand your concern. I have checked in the account that modem speed bootfile is not updated let me go ahead and refresh the services and update the modem bootfile."
Anirudhha (11/15/2023, 10:24:32 AM): "ok"
Anirudhha (11/15/2023, 10:24:36 AM): "better"
Agent (11/15/2023, 10:24:39 AM): "Thank you for your cooperation."
Anirudhha (11/15/2023, 10:24:50 AM): "thank god ,u didnt say restart this that.. good work"
Agent (11/15/2023, 10:25:52 AM): "Thank you for kind understanding and It's my responsibility to share the right information with you."
Agent (11/15/2023, 10:27:00 AM): "Thank you for letting me know."
Agent (11/15/2023, 10:27:22 AM): "I understand and will perform troubleshooting steps to fix the issue and if needed I will also send technician to check connections and outside signals to fix the issue and I definitely will make sure that it get sorted."
Anirudhha (11/15/2023, 10:27:26 AM): "ok"
Anirudhha (11/15/2023, 10:28:14 AM): "getting screwed up during meeting is embarssing "
Agent (11/15/2023, 10:28:28 AM): "Thank you for understanding. I have ran few test on the modem and refresh the services from the server and results are showing:Good news! The premise health looks great. We have checked the following items and all are passing.✔ WiFi Configured✔ No Xfinity Activation Attempt Found✔ Modem Provisioning✔ No High Temp Errors Detected from Gateway✔ Speed to GatewayPlan Download Speed: 1000Actual Download Speed: 1165Plan Speed Percent: 116%"
Anirudhha (11/15/2023, 10:28:30 AM): "its been hapeening for a a week while now."
Anirudhha (11/15/2023, 10:28:43 AM): "ok"
Agent (11/15/2023, 10:28:53 AM): "I totally understand how frustration it is, may I knows how old is your modem?"
Anirudhha (11/15/2023, 10:29:09 AM): "modem i got it # months ago"
Anirudhha (11/15/2023, 10:29:17 AM): "you can get the details isn;t it ?"
Anirudhha (11/15/2023, 10:29:34 AM): "it has WIFI # that i know .its latest design "
Agent (11/15/2023, 10:29:46 AM): "Alright! I got your side."
Agent (11/15/2023, 10:29:54 AM): "Now, I am sending the advanced refresh signals to the modem it will take maximum 5-6 minutes to be complete. your patience will be highly appreciated."
Anirudhha (11/15/2023, 10:30:52 AM): "ok"
Anirudhha (11/15/2023, 10:32:43 AM): "so i wanted to know how did the bootfile did not get updated ?"
Anirudhha (11/15/2023, 10:32:50 AM): "what was the speed that was it on ?"
Agent (11/15/2023, 10:34:03 AM): "The modem bootfile was set on the by default address I sent the refresh signals and update the bootfile. This might be due to technical backend issue."
Anirudhha (11/15/2023, 10:34:31 AM): "ok"
Agent (11/15/2023, 10:35:01 AM): "Thank you for understanding."
Agent (11/15/2023, 10:35:34 AM): "I have updated the bootfile, I would request you to pause or disconnect other devices and check speed at https://speedtest.xfinity.com/"
Anirudhha (11/15/2023, 10:36:53 AM): "it always shows ###-### mbps"
Anirudhha (11/15/2023, 10:37:05 AM): "i have never seen more than ### ever since last # months"
Anirudhha (11/15/2023, 10:37:17 AM): "using ethernet or wifi both"
Anirudhha (11/15/2023, 10:37:31 AM): "i dont know if i am getting #### mbps speed anytime"
Anirudhha (11/15/2023, 10:37:42 AM): "loss can be ## percent "
Anirudhha (11/15/2023, 10:37:49 AM): "but its always ## percent short"
Agent (11/15/2023, 10:38:30 AM): "Thank you for checking I appreciate your efforts. In that case technician is highly recommended I regret to inform you that all the troubleshooting steps that could be done remotely is exhausted at this point. The issue could be on anything: modem/router, wall outlets, inside wiring or the outside wiring.  Moreover as you are our loyal and valuable customer we will also help you with the credit adjustment in the account."
Anirudhha (11/15/2023, 10:38:31 AM): "because when i had lower speed in septmeber i was getting same speed "
Anirudhha (11/15/2023, 10:38:38 AM): "so i increased the speed plan"
Anirudhha (11/15/2023, 10:38:52 AM): "but that got worse and still having issues. dont hvae time always to chat n connect ."
Agent (11/15/2023, 10:40:12 AM): "Yes, I got your side.  Please be assured once the technician come and check the services everything will work fine and I can see Modem Boot File d11_v_cgm4981comims_ultrafast_c02.cm it is for Superfast now and not updating with the Gigabit. This is high chance the issue is with the modem."
Anirudhha (11/15/2023, 10:40:32 AM): "ok"
Anirudhha (11/15/2023, 10:41:11 AM): "i have pod from xfinity would that be cause of issue as well ?"
Agent (11/15/2023, 10:41:51 AM): "I can see there is no Xfi pods showing in the account, please confirm did you activate the pod in Xfinity App?"
Anirudhha (11/15/2023, 10:42:01 AM): "yes i had activated"
Agent (11/15/2023, 10:42:20 AM): "Could you please help me with the serial number of the pod?"
Anirudhha (11/15/2023, 10:42:36 AM): "ok getting"
Agent (11/15/2023, 10:42:41 AM): "Sure, please take your time."
Agent (11/15/2023, 10:42:47 AM): "I appreciate your eforts."
Anirudhha (11/15/2023, 10:43:10 AM): "AS#B"
Anirudhha (11/15/2023, 10:43:21 AM): "AS#B######"
Agent (11/15/2023, 10:43:43 AM): "Thank you for sharing, let me check that for you."
Xfinity Assistant (11/15/2023, 10:44:06 AM): "Your user role doesn't have access to manage this account's billing preferences."
 Buttons: I need to change my user role
Anirudhha (11/15/2023, 10:45:10 AM): "did you check if firmware needs to be updated - "
Agent (11/15/2023, 10:47:12 AM): "Nope,  I tried to update the modem bootfile/firmware however it is not updating due to issue with the modem however In that case the issue is with the modem. New modem is highly recommended and for the modem is it possible to restart the modem manually?"
Agent (11/15/2023, 10:47:19 AM): "Could you please restart the modem?"
Anirudhha (11/15/2023, 10:47:30 AM): "sure let me do"
Anirudhha (11/15/2023, 10:47:42 AM): "match is going  interesting "
Agent (11/15/2023, 10:47:51 AM): "Thank you for your kind understanding, I appreciate your efforts."
Agent (11/15/2023, 10:52:00 AM): "Yes, Virat Kohli is on Strike and he will hit Century today:)"
Agent (11/15/2023, 10:52:01 AM): "Please let me know once you are done."
Agent (11/15/2023, 10:52:14 AM): "Perfect! I appreciate your efforts."
Agent (11/15/2023, 10:52:23 AM): "What is the top light status of the modem?"
Anirudhha (11/15/2023, 10:52:30 AM): "white"
Anirudhha (11/15/2023, 10:53:23 AM): "did the file update ?"
Anirudhha (11/15/2023, 10:54:45 AM): "i had contacted # times last #.# month never got this file udpdate from any engineer and simply restarting my devices.. its good we hopefully make some progresss with you."
Agent (11/15/2023, 10:54:58 AM): "Thank you for confirming, for the moment we have done all the troubleshooting steps however bootfile is still not updated this is sure because of the modem. In that case If you want I can set up the technician appointment for today between 8:00-10:00Am or if you want me to ship the modem or schedule the pick up for the modem I can do that for you."
Agent (11/15/2023, 10:55:49 AM): "I got your point modem file is not updating because there is issue with the modem and it is not updating from the server."
Agent (11/15/2023, 10:56:00 AM): "Yes, that would be much appreciated."
Anirudhha (11/15/2023, 10:56:16 AM): "okay let me know this case number also or send an email"
Anirudhha (11/15/2023, 10:56:25 AM): "after replace i will connect with you"
Anirudhha (11/15/2023, 10:56:36 AM): "do you have order number or something to get replacment ?"
Agent (11/15/2023, 10:58:10 AM): "As you are our loyal and valuable customer you will also get the credit for an inconvenience caused to you."
Anirudhha (11/15/2023, 10:58:25 AM): "ok"
Anirudhha (11/15/2023, 10:58:28 AM): "good how much ?"
Agent (11/15/2023, 10:59:59 AM): "As we are from internet repair team we have limited access on billing and for now I will apply the credit of $7 in the account and. For the more credit when you return the old modem and pick the new modem our reps. will calculate the credit and apply more in the account."
Anirudhha (11/15/2023, 11:00:25 AM): "ok hopefully they don't deny it later"
Anirudhha (11/15/2023, 11:00:36 AM): "i have had such expericene here "
Agent (11/15/2023, 11:00:46 AM): "Please do not worry you can share this confirmation number with them."
Anirudhha (11/15/2023, 11:00:46 AM): "also i have question on billing . "
Agent (11/15/2023, 11:00:51 AM): "Yes, please."
Anirudhha (11/15/2023, 11:01:05 AM): "I started this internet line around ##th august ####."
Anirudhha (11/15/2023, 11:01:38 AM): "i got bill of ## dollar. then after # # weeks i upgraded the speed to ####mbps"
Anirudhha (11/15/2023, 11:01:53 AM): "the next bill was ## on sp"
Anirudhha (11/15/2023, 11:02:02 AM): "on sept i guess then ## from following months"
Anirudhha (11/15/2023, 11:02:09 AM): " why was there a bump of # dollar ?"
Agent (11/15/2023, 11:02:58 AM): "Let me check that for you."
Agent (11/15/2023, 11:03:09 AM): "Please allow me 3-4 minute to check the billing information."
Anirudhha (11/15/2023, 11:03:11 AM): "i feel there is something wrong"
Anirudhha (11/15/2023, 11:03:11 AM): "sure"
Agent (11/15/2023, 11:03:17 AM): "Thank you for your patience."
Anirudhha (11/15/2023, 11:04:29 AM): "sure that was six to watch for "
Agent (11/15/2023, 11:07:43 AM): "Thanks for waiting. Please allow me another moment"
Agent (11/15/2023, 11:09:10 AM): "Mihir the $8 you are referring is for the pro rate amount. It is just automatically listed in your current month Bill with new Gigabit plan."
Anirudhha (11/15/2023, 11:09:22 AM): "ok"
Agent (11/15/2023, 11:09:32 AM): "Also I have applied the $7 in your account and after all the adjustment your Bill would be showing lower side."
Anirudhha (11/15/2023, 11:09:41 AM): "ok"
Anirudhha (11/15/2023, 11:09:43 AM): "cool"
Anirudhha (11/15/2023, 11:09:45 AM): "thanks"
Agent (11/15/2023, 11:09:51 AM): "Once you visit the store you will get more loyalty credit in your Bill. You have my word :)"
Agent (11/15/2023, 11:09:55 AM): "Anytime for a customer like you "
Anirudhha (11/15/2023, 11:10:05 AM): "sure will get it replaced tmrw"
Agent (11/15/2023, 11:10:18 AM): "I have make the notes in your account and store rep will aware with this conversation and help you on priority basis."
Agent (11/15/2023, 11:10:22 AM): "That would be much appreciated"
Anirudhha (11/15/2023, 11:10:26 AM): "cool sounds good"
Anirudhha (11/15/2023, 11:10:29 AM): "hope he does :)"
Agent (11/15/2023, 11:10:34 AM): "Thank you for being so kind and cooperative with me so far over the chat"
Agent (11/15/2023, 11:10:42 AM): "Yes it will be sure. I am confident"
Anirudhha (11/15/2023, 11:10:43 AM): "have a good day"
Agent (11/15/2023, 11:10:55 AM): "All the necessary notes mentioned in the account and will be taken care by store rep."
Anirudhha (11/15/2023, 11:10:59 AM): "ok"
Anirudhha (11/15/2023, 11:11:01 AM): "sir"
Anirudhha (11/15/2023, 11:11:04 AM): "have a good day"
Agent (11/15/2023, 11:11:08 AM): "Please let me know if there is anything else I can assist you with :)"
Anirudhha (11/15/2023, 11:11:12 AM): "thats all"
Agent (11/15/2023, 11:11:18 AM): "Thank you for choosing Xfinity. I am grateful for your time, efforts and your patience over the chat. We value your business as a customer and look forward to serve you better and better. Have a wonderful evening and wish you and your family good health :)👍"
Xfinity Assistant (11/15/2023, 11:11:26 AM): "Thank you for contacting us."
 Buttons: Download Transcript

SERVICE is so bad I was just getting transferred. no body was looking into the issue other than restarts and good signal.

Xfinity Assistant (11/15/2023, 10:04:40 AM): "Good morning, Anirudhha.I'm Xfinity Assistant, here to help answer your questions and resolve your issues.To get started, here are some suggestions. Or, you can type what you need."
Xfinity Assistant (11/15/2023, 10:04:40 AM): "By activating, I agree to the sharing of certain personal information between Xfinity and Peacock to enable my access and use of the app. Xfinity and Peacock will each process information in accordance with their respective Privacy Policies."
 Buttons: Activate Now | Dismiss
Xfinity Assistant (11/15/2023, 10:04:40 AM): "Your recent statement is available"
 Buttons: More Details | Dismiss
Xfinity Assistant (11/15/2023, 10:04:40 AM): "Reliably fast speeds, even at peak times when everyone's online."
 Buttons: Upgrade Internet | Dismiss
 Buttons: Manage internet equipment | Help with TV remote | Manage my account | Xfinity Privacy Center
Anirudhha (11/15/2023, 10:04:56 AM): "slow internet"
Xfinity Assistant (11/15/2023, 10:04:56 AM): "There are no outages in your area so I can help troubleshoot your Internet connection.I'll run a few checks on your internet as we troubleshoot. Are you ready to continue?"
 Buttons: Yes, continue | Not right now
Anirudhha (11/15/2023, 10:05:01 AM): "Yes, continue"
Xfinity Assistant (11/15/2023, 10:05:01 AM): "Can you please tell me the type of issue you're experiencing with your connection?"
 Buttons: No internet connection | My connection is slow | My connection keeps dropping | Activate Storm Ready Wifi
Anirudhha (11/15/2023, 10:05:14 AM): "My connection is slow"
Xfinity Assistant (11/15/2023, 10:05:14 AM): "Hang tight. I'll first check the health of the signal to your home."
Xfinity Assistant (11/15/2023, 10:05:59 AM): "I don't see any problems with the signal to your home. Now let's check your modem."
Xfinity Assistant (11/15/2023, 10:06:03 AM): "OK, I'm communicating with your device to pull your wireless information and network names. This should only take 35 seconds and I'll continue to update you on progress."
Xfinity Assistant (11/15/2023, 10:06:39 AM): "Hang tight while I gather your premise health details. This will only take 45 seconds."
Xfinity Assistant (11/15/2023, 10:07:25 AM): "Okay, no issues detected with your modem configuration. Let's continue troubleshooting."
Xfinity Assistant (11/15/2023, 10:07:28 AM): "Do you have a separate router plugged into your modem or Xfinity Gateway?"
 Buttons: No | Yes | I'm Not Sure
Anirudhha (11/15/2023, 10:07:44 AM): "No"
Xfinity Assistant (11/15/2023, 10:07:44 AM): "What device is having the connection issue? (If more than one, please select a device that you can easily troubleshoot.)"
 Buttons: Laptop or desktop computer | Mobile phone or tablet | Smart TV or streaming device | Video game system | Xfinity Home device | Other device
Anirudhha (11/15/2023, 10:07:51 AM): "Smart TV or streaming device"
Xfinity Assistant (11/15/2023, 10:07:51 AM): "How are you connecting to your network?"
 Buttons: Wifi Connection | By Ethernet cable to modem or gateway
Anirudhha (11/15/2023, 10:07:55 AM): "Wifi Connection"
Xfinity Assistant (11/15/2023, 10:07:55 AM): "When you experience this problem are you noticing it more with apps or websites?"
 Buttons: App | Website
Anirudhha (11/15/2023, 10:08:01 AM): "App"
Xfinity Assistant (11/15/2023, 10:08:01 AM): "Please wait while I run multiple checks on your WiFi health. This will only take 20 seconds."
Xfinity Assistant (11/15/2023, 10:08:24 AM): "I found a few issues with your WiFi settings and connectivity. Let's try some basic troubleshooting to see if this fixes the issue."
 Buttons: Next
Anirudhha (11/15/2023, 10:08:31 AM): "Next"
Xfinity Assistant (11/15/2023, 10:08:31 AM): "OK, I've checked for all possible network issues. Next I'll need to check the devices on your home network to see if there is an issue."
 Buttons: Next
Anirudhha (11/15/2023, 10:08:40 AM): "Next"
Xfinity Assistant (11/15/2023, 10:08:40 AM): "OK, lets check to see if you're having the same connectivity issue with another program. This will help me understand if  you're having trouble with your whole network or just one program. Try opening another browser, app, or game to see if it is working."
Xfinity Assistant (11/15/2023, 10:08:40 AM): "Once you've checked can you let me know if you're having the same issue?"
 Buttons: Yes, still having an issue | No, it works fine
Anirudhha (11/15/2023, 10:08:46 AM): "Yes, still having an issue"
Xfinity Assistant (11/15/2023, 10:08:46 AM): "Are you connecting through a VPN?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:08:51 AM): "No"
Xfinity Assistant (11/15/2023, 10:08:51 AM): "Please access your device's WiFi settings to forget and then reconnect to your WiFi Network. Did this fix the issue?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:05 AM): "No"
Xfinity Assistant (11/15/2023, 10:09:05 AM): "Please access your Settings/Network Settings on your Smart TV/Streaming Device and perform a Network Connectivity test. Does the test confirm a Network Connection for your Smart TV/Streaming Device?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:22 AM): "Yes"
Xfinity Assistant (11/15/2023, 10:09:22 AM): "Please restart your Smart TV/Streaming Device and attempt the previous action. Did this fix the issue?"
 Buttons: Yes | No
Anirudhha (11/15/2023, 10:09:27 AM): "No"
Xfinity Assistant (11/15/2023, 10:09:27 AM): "I have validated your internet device is connected, all settings are configured appropriately, and there are no network issues. The connectivity issue does not appear to be related to the Xfinity Internet service."
Xfinity Assistant (11/15/2023, 10:09:27 AM): "If you continue to experience problems, I recommend contacting the equipment manufacturer of the program or app."
 Buttons: Next
Anirudhha (11/15/2023, 10:09:36 AM): "Next"
Xfinity Assistant (11/15/2023, 10:09:36 AM): "This concludes our troubleshooting, thank you for your time."
Xfinity Assistant (11/15/2023, 10:09:42 AM): "OK. I'm here 24/7 if you need help with anything else."
Anirudhha (11/15/2023, 10:09:55 AM): "chat with support"
Xfinity Assistant (11/15/2023, 10:09:55 AM): "Thanks, I can help with most issues, but I’ll put you in touch with an agent if you need more assistance. What do you need help with today?"
 Buttons: Billing | Internet | TV & Streaming | Xfinity Voice  | Xfinity Home Security | Activation
Anirudhha (11/15/2023, 10:10:00 AM): "Internet"
Xfinity Assistant (11/15/2023, 10:10:00 AM): "How can I help you with your Internet service?"
 Buttons: Troubleshoot my connection | Manage my WiFi network | Learn about Xfinity xFi | Check my Internet speed | Chat with an agent
Anirudhha (11/15/2023, 10:20:34 AM): "Chat with an agent"
Xfinity Assistant (11/15/2023, 10:20:34 AM): "OK. I'll put you in touch with a live agent now."
Anirudhha (11/15/2023, 10:20:38 AM): ""
Agent (11/15/2023, 10:20:40 AM): "Hi Anirudhha, thank you for contacting Xfinity. My name is Amanpreet. How may I help you today?"
Anirudhha (11/15/2023, 10:20:58 AM): "Hello"
Anirudhha (11/15/2023, 10:21:07 AM): "its been irritating today and # days back "
Anirudhha (11/15/2023, 10:21:18 AM): "the internet connection has been mess"
Anirudhha (11/15/2023, 10:21:28 AM): "i am using #### mbps plan"
Anirudhha (11/15/2023, 10:21:34 AM): "but works like ## mbps"
Anirudhha (11/15/2023, 10:21:45 AM): "no #k stream it goes to ### p"
Anirudhha (11/15/2023, 10:21:51 AM): " no zoom keeps disconnecting"
Agent (11/15/2023, 10:21:51 AM): "I apologize for the inconvenience caused to you, I can totally understand what you are saying please accept my sincere apology."
Anirudhha (11/15/2023, 10:21:55 AM): "reels can't been seen"
Anirudhha (11/15/2023, 10:21:56 AM): "buffers"
Anirudhha (11/15/2023, 10:22:11 AM): "soo many issues"
Anirudhha (11/15/2023, 10:22:17 AM): "worst video phone calls"
Anirudhha (11/15/2023, 10:22:28 AM): "it feels why am i paying #### mpbs"
Anirudhha (11/15/2023, 10:22:31 AM): "i am alone at home"
Anirudhha (11/15/2023, 10:22:35 AM): "still shit"
Anirudhha (11/15/2023, 10:22:49 AM): "so much problem while working"
Agent (11/15/2023, 10:23:06 AM): "I got your side and I can totally understand the importance of working Internet however no need to be worry about I will do my best to fix the issue with the best resolution."
Anirudhha (11/15/2023, 10:23:07 AM): "it has one job to give speed it screws me"
Agent (11/15/2023, 10:24:16 AM): "I completely understand your concern. I have checked in the account that modem speed bootfile is not updated let me go ahead and refresh the services and update the modem bootfile."
Anirudhha (11/15/2023, 10:24:32 AM): "ok"
Anirudhha (11/15/2023, 10:24:36 AM): "better"
Agent (11/15/2023, 10:24:39 AM): "Thank you for your cooperation."
Anirudhha (11/15/2023, 10:24:50 AM): "thank god ,u didnt say restart this that.. good work"
Agent (11/15/2023, 10:25:52 AM): "Thank you for kind understanding and It's my responsibility to share the right information with you."
Agent (11/15/2023, 10:27:00 AM): "Thank you for letting me know."
Agent (11/15/2023, 10:27:22 AM): "I understand and will perform troubleshooting steps to fix the issue and if needed I will also send technician to check connections and outside signals to fix the issue and I definitely will make sure that it get sorted."
Anirudhha (11/15/2023, 10:27:26 AM): "ok"
Anirudhha (11/15/2023, 10:28:14 AM): "getting screwed up during meeting is embarssing "
Agent (11/15/2023, 10:28:28 AM): "Thank you for understanding. I have ran few test on the modem and refresh the services from the server and results are showing:Good news! The premise health looks great. We have checked the following items and all are passing.✔ WiFi Configured✔ No Xfinity Activation Attempt Found✔ Modem Provisioning✔ No High Temp Errors Detected from Gateway✔ Speed to GatewayPlan Download Speed: 1000Actual Download Speed: 1165Plan Speed Percent: 116%"
Anirudhha (11/15/2023, 10:28:30 AM): "its been hapeening for a a week while now."
Anirudhha (11/15/2023, 10:28:43 AM): "ok"
Agent (11/15/2023, 10:28:53 AM): "I totally understand how frustration it is, may I knows how old is your modem?"
Anirudhha (11/15/2023, 10:29:09 AM): "modem i got it # months ago"
Anirudhha (11/15/2023, 10:29:17 AM): "you can get the details isn;t it ?"
Anirudhha (11/15/2023, 10:29:34 AM): "it has WIFI # that i know .its latest design "
Agent (11/15/2023, 10:29:46 AM): "Alright! I got your side."
Agent (11/15/2023, 10:29:54 AM): "Now, I am sending the advanced refresh signals to the modem it will take maximum 5-6 minutes to be complete. your patience will be highly appreciated."
Anirudhha (11/15/2023, 10:30:52 AM): "ok"
Anirudhha (11/15/2023, 10:32:43 AM): "so i wanted to know how did the bootfile did not get updated ?"
Anirudhha (11/15/2023, 10:32:50 AM): "what was the speed that was it on ?"
Agent (11/15/2023, 10:34:03 AM): "The modem bootfile was set on the by default address I sent the refresh signals and update the bootfile. This might be due to technical backend issue."
Anirudhha (11/15/2023, 10:34:31 AM): "ok"
Agent (11/15/2023, 10:35:01 AM): "Thank you for understanding."
Agent (11/15/2023, 10:35:34 AM): "I have updated the bootfile, I would request you to pause or disconnect other devices and check speed at https://speedtest.xfinity.com/"
Anirudhha (11/15/2023, 10:36:53 AM): "it always shows ###-### mbps"
Anirudhha (11/15/2023, 10:37:05 AM): "i have never seen more than ### ever since last # months"
Anirudhha (11/15/2023, 10:37:17 AM): "using ethernet or wifi both"
Anirudhha (11/15/2023, 10:37:31 AM): "i dont know if i am getting #### mbps speed anytime"
Anirudhha (11/15/2023, 10:37:42 AM): "loss can be ## percent "
Anirudhha (11/15/2023, 10:37:49 AM): "but its always ## percent short"
Agent (11/15/2023, 10:38:30 AM): "Thank you for checking I appreciate your efforts. In that case technician is highly recommended I regret to inform you that all the troubleshooting steps that could be done remotely is exhausted at this point. The issue could be on anything: modem/router, wall outlets, inside wiring or the outside wiring.  Moreover as you are our loyal and valuable customer we will also help you with the credit adjustment in the account."
Anirudhha (11/15/2023, 10:38:31 AM): "because when i had lower speed in septmeber i was getting same speed "
Anirudhha (11/15/2023, 10:38:38 AM): "so i increased the speed plan"
Anirudhha (11/15/2023, 10:38:52 AM): "but that got worse and still having issues. dont hvae time always to chat n connect ."
Agent (11/15/2023, 10:40:12 AM): "Yes, I got your side.  Please be assured once the technician come and check the services everything will work fine and I can see Modem Boot File d11_v_cgm4981comims_ultrafast_c02.cm it is for Superfast now and not updating with the Gigabit. This is high chance the issue is with the modem."
Anirudhha (11/15/2023, 10:40:32 AM): "ok"
Anirudhha (11/15/2023, 10:41:11 AM): "i have pod from xfinity would that be cause of issue as well ?"
Agent (11/15/2023, 10:41:51 AM): "I can see there is no Xfi pods showing in the account, please confirm did you activate the pod in Xfinity App?"
Anirudhha (11/15/2023, 10:42:01 AM): "yes i had activated"
Agent (11/15/2023, 10:42:20 AM): "Could you please help me with the serial number of the pod?"
Anirudhha (11/15/2023, 10:42:36 AM): "ok getting"
Agent (11/15/2023, 10:42:41 AM): "Sure, please take your time."
Agent (11/15/2023, 10:42:47 AM): "I appreciate your eforts."
Anirudhha (11/15/2023, 10:43:10 AM): "AS#B"
Anirudhha (11/15/2023, 10:43:21 AM): "AS#B######"
Agent (11/15/2023, 10:43:43 AM): "Thank you for sharing, let me check that for you."
Xfinity Assistant (11/15/2023, 10:44:06 AM): "Your user role doesn't have access to manage this account's billing preferences."
 Buttons: I need to change my user role
Anirudhha (11/15/2023, 10:45:10 AM): "did you check if firmware needs to be updated - "
Agent (11/15/2023, 10:47:12 AM): "Nope,  I tried to update the modem bootfile/firmware however it is not updating due to issue with the modem however In that case the issue is with the modem. New modem is highly recommended and for the modem is it possible to restart the modem manually?"
Agent (11/15/2023, 10:47:19 AM): "Could you please restart the modem?"
Anirudhha (11/15/2023, 10:47:30 AM): "sure let me do"
Anirudhha (11/15/2023, 10:47:42 AM): "match is going  interesting "
Agent (11/15/2023, 10:47:51 AM): "Thank you for your kind understanding, I appreciate your efforts."
Agent (11/15/2023, 10:52:00 AM): "Yes, Virat Kohli is on Strike and he will hit Century today:)"
Agent (11/15/2023, 10:52:01 AM): "Please let me know once you are done."
Agent (11/15/2023, 10:52:14 AM): "Perfect! I appreciate your efforts."
Agent (11/15/2023, 10:52:23 AM): "What is the top light status of the modem?"
Anirudhha (11/15/2023, 10:52:30 AM): "white"
Anirudhha (11/15/2023, 10:53:23 AM): "did the file update ?"
Anirudhha (11/15/2023, 10:54:45 AM): "i had contacted # times last #.# month never got this file udpdate from any engineer and simply restarting my devices.. its good we hopefully make some progresss with you."
Agent (11/15/2023, 10:54:58 AM): "Thank you for confirming, for the moment we have done all the troubleshooting steps however bootfile is still not updated this is sure because of the modem. In that case If you want I can set up the technician appointment for today between 8:00-10:00Am or if you want me to ship the modem or schedule the pick up for the modem I can do that for you."
Agent (11/15/2023, 10:55:49 AM): "I got your point modem file is not updating because there is issue with the modem and it is not updating from the server."
Agent (11/15/2023, 10:56:00 AM): "Yes, that would be much appreciated."
Anirudhha (11/15/2023, 10:56:16 AM): "okay let me know this case number also or send an email"
Anirudhha (11/15/2023, 10:56:25 AM): "after replace i will connect with you"
Anirudhha (11/15/2023, 10:56:36 AM): "do you have order number or something to get replacment ?"
Agent (11/15/2023, 10:58:10 AM): "As you are our loyal and valuable customer you will also get the credit for an inconvenience caused to you."
Anirudhha (11/15/2023, 10:58:25 AM): "ok"
Anirudhha (11/15/2023, 10:58:28 AM): "good how much ?"
Agent (11/15/2023, 10:59:59 AM): "As we are from internet repair team we have limited access on billing and for now I will apply the credit of $7 in the account and. For the more credit when you return the old modem and pick the new modem our reps. will calculate the credit and apply more in the account."
Anirudhha (11/15/2023, 11:00:25 AM): "ok hopefully they don't deny it later"
Anirudhha (11/15/2023, 11:00:36 AM): "i have had such expericene here "
Agent (11/15/2023, 11:00:46 AM): "Please do not worry you can share this confirmation number with them."
Anirudhha (11/15/2023, 11:00:46 AM): "also i have question on billing . "
Agent (11/15/2023, 11:00:51 AM): "Yes, please."
Anirudhha (11/15/2023, 11:01:05 AM): "I started this internet line around ##th august ####."
Anirudhha (11/15/2023, 11:01:38 AM): "i got bill of ## dollar. then after # # weeks i upgraded the speed to ####mbps"
Anirudhha (11/15/2023, 11:01:53 AM): "the next bill was ## on sp"
Anirudhha (11/15/2023, 11:02:02 AM): "on sept i guess then ## from following months"
Anirudhha (11/15/2023, 11:02:09 AM): " why was there a bump of # dollar ?"
Agent (11/15/2023, 11:02:58 AM): "Let me check that for you."
Agent (11/15/2023, 11:03:09 AM): "Please allow me 3-4 minute to check the billing information."
Anirudhha (11/15/2023, 11:03:11 AM): "i feel there is something wrong"
Anirudhha (11/15/2023, 11:03:11 AM): "sure"
Agent (11/15/2023, 11:03:17 AM): "Thank you for your patience."
Anirudhha (11/15/2023, 11:04:29 AM): "sure that was six to watch for "
Agent (11/15/2023, 11:07:43 AM): "Thanks for waiting. Please allow me another moment"
Agent (11/15/2023, 11:09:10 AM): "Mihir the $8 you are referring is for the pro rate amount. It is just automatically listed in your current month Bill with new Gigabit plan."
Anirudhha (11/15/2023, 11:09:22 AM): "ok"
Agent (11/15/2023, 11:09:32 AM): "Also I have applied the $7 in your account and after all the adjustment your Bill would be showing lower side."
Anirudhha (11/15/2023, 11:09:41 AM): "ok"
Anirudhha (11/15/2023, 11:09:43 AM): "cool"
Anirudhha (11/15/2023, 11:09:45 AM): "thanks"
Agent (11/15/2023, 11:09:51 AM): "Once you visit the store you will get more loyalty credit in your Bill. You have my word :)"
Agent (11/15/2023, 11:09:55 AM): "Anytime for a customer like you "
Anirudhha (11/15/2023, 11:10:05 AM): "sure will get it replaced tmrw"
Agent (11/15/2023, 11:10:18 AM): "I have make the notes in your account and store rep will aware with this conversation and help you on priority basis."
Agent (11/15/2023, 11:10:22 AM): "That would be much appreciated"
Anirudhha (11/15/2023, 11:10:26 AM): "cool sounds good"
Anirudhha (11/15/2023, 11:10:29 AM): "hope he does :)"
Agent (11/15/2023, 11:10:34 AM): "Thank you for being so kind and cooperative with me so far over the chat"
Agent (11/15/2023, 11:10:42 AM): "Yes it will be sure. I am confident"
Anirudhha (11/15/2023, 11:10:43 AM): "have a good day"
Agent (11/15/2023, 11:10:55 AM): "All the necessary notes mentioned in the account and will be taken care by store rep."
Anirudhha (11/15/2023, 11:10:59 AM): "ok"
Anirudhha (11/15/2023, 11:11:01 AM): "sir"
Anirudhha (11/15/2023, 11:11:04 AM): "have a good day"
Agent (11/15/2023, 11:11:08 AM): "Please let me know if there is anything else I can assist you with :)"
Anirudhha (11/15/2023, 11:11:12 AM): "thats all"
Agent (11/15/2023, 11:11:18 AM): "Thank you for choosing Xfinity. I am grateful for your time, efforts and your patience over the chat. We value your business as a customer and look forward to serve you better and better. Have a wonderful evening and wish you and your family good health :)👍"
Xfinity Assistant (11/15/2023, 11:11:26 AM): "Thank you for contacting us."
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