Why do I need to call be directed to the retention department to get anything fixed? I spent 2 days trying to get a modem working, that took 10 minutes with the retention department. Customer service still leaves a lot to be desired with Comsast. At one point, I could hear a conversation between the agent and her supervisor. He was coaching her to lie to me while on the phone. If it had not been for retention fixing my modem, which had been working and reset by a Comcast agent, I would have canceled.
Is there an initiative to hire agents that know how the equipment works?
Also, while trying to fix the original problem (turns out it was due to throttling my service), I receved a new modem. The modem in question will not work with my service. It was a model that will not work with the speed that I currently have; as told by Comcast.
My second question then, why did I receive an upgraded modem that would never work with my setup?
Sorry to hear you bad a bad experience, we owe you better. I reviewed your past interaction notes and it appears the "access denied" message for your conference was not due to throttling (we don't throttle), rather it could be one of a few potential causes:
Both modems in question should work with your setup, and are top of the line (you can check my post history if you need recommendations for your own modem). Both your original XB6 and the replacement XB7 are DOCSIS 3.1 modems and utilize all available channels to get you your speed tier. The XB7 is an upgrade in terms of it's WiFi 6 capabilites (further, more devices, less interference), and it's competitor in the market costs $450.
Just because you have the 300Mbps tier does not mean the XB7 isn't compatible (it is targeted towards the gig speed folks but is backwards compatible with any speed that's lower, so that's incorrect information and will get taken a look at from a coaching and education perspective.
Thank you for the reply @ComcastJonathan,
Unfortunatley your response goes against the other 4 people that I talked to on the phone. As to the conference, it was working fine for half the day. During one of the videos I was kicked with that error. No other users posted this error on the conference. After calling Comcast, the conference came back up. I'm not sure what the agent pushed but they were able to get the connection working.
As far as the modem, I had no luck with getting it resolved. I had several agents try the exact same steps, wasting 2 days of work. One agent even reset my modem after I had asked her not to reset it as it was working. I eventually sent the modem back as it would not function. In the process, my old modem is now experiencing issues. Every day at 10am, I lose my internet connection for about 5 minutes. This again affects my work.
The new model may have worked with my setup, as this would make more sense that the data shouldn't affect what device workks, but the modem itself was bad. Looked to be more of an issue with the initial setup.
Overall, I have not had a good customer experience with getting my internet issues resolved.
The diagnostic steps and potential causes I've outlined are more than any phone agent would triage on the issue, it's okay they contradict what I'm saying, but I'm right.
My recommendation when diagnosing is to hold on the assumptions as absolutes because you may draw spurrious correlations (coincidences).
If you need to swap your modem again (an XB7 for another XB7) and the issue persists, I'd recommend chatting or calling in and scheduling an appointment for a technician to take a look and see what's wrong.
Correct for the issue not being service related... except that my phone wasn't connected to the Xfinity network. I was running on my cell service, which had no issue. The issue remained with the Comcast service.