2 Messages
Split WiFi does not work
I use the admin address to split the Wi-Fi but my device devices cannot connect to the 2.4. And since Xfinity routes me through every other channel other than talking to a person, I have to waste my time on the Internet until somebody calls me because I’ve been told you have to do it yourself.
I’ve gone through the troubleshooting steps. I’ve confirmed that it shows split in my options for Wi-Fi. However, my device does not pick it up and I’ve confirmed with the manufacturer that the device is operating correctly and there’s nothing wrong..
I need to talk to a person ASAP because I am going out of town and I cannot manage this device across the country if it’s not connected to the Wi-Fi!
user_b0kk4r
2 Messages
30 days ago
Transcript from useless AI bot that is wasting my valuable time and declines to below durtber since my question is it an option and you won’t let me talk to a person.
--- Conversation on 01/30/2025 ---
Xfinity Assistant (09:25 pm): Thanks for making your $25.00 payment to Xfinity! Your confirmation number is [Edited: "Personal Information"]. To review your bill and payment details, sign up for automatic payments or paperless billing, you can go here: https://customer.xfinity.com/billing/services TxtHelpOrStopMsg&DataRatesMayApply
Xfinity Assistant (11:48 pm): Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.\n\nThinking about your online interaction, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.\n\nMsg&DataRatesApply. STOP to end survey msgs.
MICHAEL (11:48 pm): 0
Xfinity Assistant (11:48 pm): Thank you for taking the time to let us know what you think! We appreciate your feedback.
--- Conversation on 01/31/2025 ---
Xfinity Assistant (01:08 am): Hi Michael. It seems you're not able to find an active cable outlet for your Gateway. You'll need an active outlet to activate your Gateway and use your service. Let's schedule an appointment so a technician can help you.
MICHAEL (01:08 am): Schedule an appointment
Xfinity Assistant (01:08 am): Let's get your appointment scheduled. First, is this the number where you'd like to get appointment updates? [Edited: "Personal Information"] This is the number I have on file, but let me know if there's another number you prefer. Just so you know, this is the only time you can update your number for notifications associated to this appointment.
MICHAEL (01:08 am): Yes, use the number on file
Xfinity Assistant (01:08 am): For more options, select the right arrow. Time slots indicate arrival window. After the tech arrives, the issue may take up to 2 hours to resolve.
MICHAEL (01:08 am): Saturday the 1st between 3:00 PM-5:00 PM
Xfinity Assistant (01:08 am): Your appointment has been scheduled on February 01, 2025 between 3:00 PM-5:00 PM.
Xfinity Assistant (08:19 pm): Hey, It's Xfinity Assistant, your appt is tomorrow between 3:00pm-5:00pm. Please confirm your appt here:[PH:link:AT] Or reply:\nX to cancel\nR to reschedule\nW for waitlist TxtHelpOrStop
Xfinity Assistant (11:19 pm): Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.\n\nThinking about your store visit, how likely are you to recommend Xfinity to friends & family? Reply from 0 Not at all Likely to 10 Extremely Likely.\n\nMsg&DataRatesApply. STOP to end survey msgs.
--- Conversation on 02/01/2025 ---
Xfinity Assistant (01:05 pm): Just a heads up, your Xfinity appt is today between 3:00pm-5:00pm. Tap here for details:[PH:link:AT] Or reply:\nX to cancel\nR to reschedule\nW for waitlist TxtHelpOrStop
Xfinity Assistant (07:48 pm): Your Xfinity tech is on their way and will be arriving soon! Or reply:\nX to cancel\nR to reschedule\nW for waitlist TxtHelpOrStop
Xfinity Assistant (11:36 pm): Hi, Xfinity here! Please provide feedback on your most recent experience with Xfinity.\n\nThinking about your technician appointment, how likely are you to recommend Xfinity to friends and family? Reply from 0 Not at all Likely to 10 Extremely Likely\n\nMsg&DataRatesApply. STOP to end survey msgs.
--- Conversation on 02/12/2025 ---
Xfinity Assistant (07:02 pm): 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?
MICHAEL (07:02 pm): Split WiFi is not working
Xfinity Assistant (07:02 pm): How can I help with your WiFi?
MICHAEL (07:03 pm): Wi-Fi split is not working
Xfinity Assistant (07:03 pm): How can I help with your WiFi?
MICHAEL (07:03 pm): None of your solutions are helpful
Xfinity Assistant (07:03 pm): I'm having trouble following our conversation. Please type a message and follow the prompts presented.
MICHAEL (07:03 pm): The prompts are not helping
Xfinity Assistant (07:03 pm): I'm having trouble following our conversation. Please type a message and follow the prompts presented.
MICHAEL (07:04 pm): [Edited: "Language"]
Xfinity Assistant (07:04 pm): Let me get you some help right away.
MICHAEL (07:04 pm): get me a human
Xfinity Assistant (07:04 pm): 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?
MICHAEL (07:04 pm): Troubleshooting help
Xfinity Assistant (07:04 pm): Which service are you having trouble with? If there are multiple issues, please start by selecting one of the impacted services below.
MICHAEL (07:04 pm): Internet
Xfinity Assistant (07:04 pm): I'll be able to connect you with an agent after you have attempted troubleshooting here. This is the same troubleshooting tool our agents use and will make your conversation with them much quicker.
MICHAEL (07:04 pm): Start troubleshooting
Xfinity Assistant (07:04 pm): Can you please tell me the type of issue you're experiencing with your connection?
MICHAEL (07:05 pm): No internet connection
Xfinity Assistant (07:05 pm): Hang tight. I'll first check the health of the signal to your home.
Xfinity Assistant (07:06 pm): I don't see any problems with the signal to your home. Now let's check your modem.
Xfinity Assistant (07:06 pm): 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 (07:06 pm): Hang tight while I gather your premise health details. This will only take 45 seconds.
Xfinity Assistant (07:10 pm): Okay, no issues detected with your modem configuration. Let's continue troubleshooting.
Xfinity Assistant (07:10 pm): Do you have a separate router plugged into your modem or Xfinity Gateway?
MICHAEL (07:10 pm): No
Xfinity Assistant (07:10 pm): What device is having the connection issue? (If more than one, please select a device that you can easily troubleshoot.)
MICHAEL (07:12 pm): Other device
Xfinity Assistant (07:12 pm): How are you connecting your 3rd Party Device to your network?
MICHAEL (07:12 pm): Wifi Connection
Xfinity Assistant (07:12 pm): When you experience this problem are you noticing it more with apps or functionality?
MICHAEL (07:12 pm): Functionality
Xfinity Assistant (07:12 pm): Please wait while I run multiple checks on your WiFi health. This will only take 20 seconds.
Xfinity Assistant (07:12 pm): Your wireless settings and network health look great.
Xfinity Assistant (07:12 pm): Based on the information so far, let's try restarting your modem. Restarting fixes most common problems and should only take about 10 minutes.
Xfinity Assistant (07:12 pm): Are you ready to restart?
MICHAEL (07:18 pm): Yes
Xfinity Assistant (07:18 pm): Hang tight, I'll start checking your connection now to see if your modem is back online. Please don't leave or refresh the page, this may take up to ten minutes. Next I'll test the signal issue.
MICHAEL (07:18 pm): Yes
Xfinity Assistant (07:18 pm): Hang tight, I'll start checking your connection now to see if your modem is back online. Please don't leave or refresh the page, this may take up to ten minutes. Next I'll test the signal issue.
Xfinity Assistant (07:20 pm): Your modem is now connected and communicating after the restart. Has your issue been resolved?
MICHAEL (07:30 pm): Download Transcripts
Xfinity Assistant (07:30 pm): Your transcript download will begin shortly.
Xfinity Assistant (07:31 pm): Your modem is now connected and communicating after the restart. Has your issue been resolved?
MICHAEL (07:31 pm): No
Xfinity Assistant (07:31 pm): We have validated that all settings and connections are correct and preforming correctly. The issue is likely related to the device/program/app and not related to the Xfinity Service. If the problem continues, please contact the equipment manufacturer of the device/program/app.
MICHAEL (07:31 pm): Next
Xfinity Assistant (07:31 pm): This concludes our troubleshooting, thank you for your time.
Xfinity Assistant (07:31 pm): OK. I'm here 24/7 if you need help with anything else.
MICHAEL (07:32 pm): This didnât work
Xfinity Assistant (07:32 pm): I'm having trouble following our conversation. Please type a message and follow the prompts presented.
MICHAEL (07:32 pm): You didnât help
Xfinity Assistant (07:32 pm): I'm having trouble following our conversation. Please type a message and follow the prompts presented.
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