I am having a REAL bad time while trying to interact with comcast support.
Attempting to chat gives an error that my current user role doesn't have access to billing information (it does, I am a manager of the account with what should be full access).
Attempting to call sends me to what I assume is an overflow call center where somehow it's easier to hear the people shouting in the background than it is to hear the under-trained service rep.
The Actual Problem:
About a month ago I upgraded my internet service to a higher speed tier, and in order to use that speed I had to buy a new modem. I refered to the list of supported hardware at https://www.xfinity.com/support/devices/ and selected a Motorola MB8600. According to instructions, I should be able to activate on my own at http://xfinity.com/activate -- this was not possible, even though my router is showing a valid WAN IP. So I called to activate over the phone (a call that took much longer than it should have, previously this process took about 5 minutes and this time it took an hour and a half).
Modem rebooted to the same state, address given, no traffic passing. By this time others in the household are FLIPPING OUT, so I give up and connect my old modem which connects in under 30 seconds. The next available window to work on this is spent on a call to the overflow call center where the service rep is telling me my old modem (SB6121) is not compatible with my speed tier (I KNOW) and to get a compatible modem (I already did...) or lease a comcast internet gateway. I think this is the rub. I think that comcast is purposely making third party equipment a horrible experience because leasing equipment is perpetual income.
So who do I call? Who can I email that is capable of ACTUALLY troubleshooting and verifying that my new equipment is correctly authorized on my account?
Hello MichaelWard. We appreciate you visiting and posting on our Forums. Apologies your modem activation experience has been frustrating. I can assist with getting your new modem properly added and activated onto your account. To get started, please send me a private message and include your full name and service address so I can access your account. You can click my name (ComcastJoeTru) to view my profile and send me a private message. Click "Send a private message" and private message me.