Customer Support Initiative

[mat335]

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?

[ComcastJonathan]

Hi @mat335 

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:

• Your browser cache session with the conference provider (if you open a private browser and it works, clear your cache)
• Your conference permissions were not set up correctly, and may be associated with your profile, and you'd need to contact the conference host or the service they were using.
• Potentially xFi Advanced Security that's by default turned on in the modems (but most likely not, because it would have shown you the blocked page).

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.

[mat335]

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.

[ComcastJonathan]

Hi @mat335,

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 nobody else in the conference posted the issue it doesn't necessarily mean it wasn't an issue for some, and their troubleshooting path may not have been to post it publicly, especially if they couldn't get in to publish it.
• If you called and the connection came back up, that may be coincidence. I could call you when you're having network issues, and the issue is resolved but you may think it was because I called. 
• I recommend talking to your event coordinator to see if there were other cases or what troubleshooting steps they recommend in those cases.
• outside of that, turning off Advanced Security in the Xfinity App in those instances and trying, then turning it back on may also help isolate the issue, along with the browser cache suggestions. If you're able to do something on your phone's browser that's not working on your desktop/laptop, it's not an issue with your internet service provider, it's something else. 

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. 

[mat335]

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.