I had a horrendous customer service experience last night, with something that I had never done before (changed my pw). At the end, I wished I had never changfed it. If it ain't broke, don't fix it. Should have stayed with my gut.
Anyway, got an offshore representative who tried to be very helpful, but the conversation was extremely difficult, not only due to the language barrier, but more so, because I, as a customer in need of expert guidance, did not have confidence in the person's knowledge. To me, that's the most important element in a tech support interaction.
Anyone know how I can voice this directly to Comcast? Seems they make it impossible to communicate "normally," it's either the forums, or knowledge based "assistant." Really lacking when you need a person to talk with. Thanks.
Nope, not it. Those instructions just give the basics. In my case I chose to change the pw in the Xfinity website. "Easy." Those instructions take you all the way to: "From here, you can change your WiFi network's name and password."
Which I got to on my own. They DON'T tell you what happens after that: got a message to the effect that it can take up to 45 minutes to work. So I waited, tried then, and it didn't work.
So that's when I called and got a 75 minute runaround for something that should have taken maybe 15.
Now, the problem was "solved," sort of. The rep I got said we needed to merge my 2.5gig network with my 5gig network so there was only one. (My novice understanding was they were ok being separate and the signal would switch automatically.) The tech sounded like we had to merge, so I reluctantly (this was 50 minutes into the call) agreed. That was my second mistake.
Because guess what: now my booster/extender doesn't work. When I originally set it up, that was another two hour headache (including posting on the Netgear forum for help). But it was working fine until I got the brilliant idea to change my wifi pw.
But no, your answer didn't help at all, I had already gotten that far, to "From here, you can change your WiFi network's name and password."
My real question is: how do I get a knowledgable person from Comcast to contact me?
One of the options on that page is to do it on the router itself. If you do that you shouldn't have to wait. (I have my own router so that's the only way I can do it and there is no waiting.) Of course, once you change something like this, you need to change devices attached to the network and some guy at an ISP support line is unlikely to know about any devices you have. I recommend while all this is fresh in your mind, you write it down or save it in a file for the next time you need it.
Ok sorry that it didn't help.
Just getting back seeing these replies now. Thanks for trying to help, but as often happens in email or chat interactions, as opposed to humans actually talking, we are sim ply talking past each other. I say "Wow, look at that blue sky" and you reply with "yes, this hamburger is TASTY!" Just not happening. Let me try again, and with an update:
(PS: it’s been mentioned here and on the Netgear help forum, that I should for example “log into my router.” Or do something with the router. To my novice knowledge, I don’t have a router, I only have the Xfinity modem and a Netgear extender. Or, is the term “router” being used synonymously with “modem?”)
Again, thanks for trying to help. Do you have any ideas based on the above? And moreover, do you know how I can possibly call and speak with a knowledgeable human at Xfinity? Can I call directly into a supervisor? Thanks. again, I do appreciate the effort.
Have you tried going to the Netgear Support page and finding out if there are any solutions there?
Most Comcast devices combine a modem and router in a single package. If you had a modem only, then it would be connected to a router via ethernet and you would log into that to do what they are saying. (The (probably built-in) router is providing the wi-fi network that your extender is connecting to.)
So, yeah, I'd say log into the "Comcast box" and do what the netgear people tell you to do. That's what I was trying to imply in the previous post – since you have a Netgear device, someone at their forum is much more likely to know what to do with it. By the way, EG's page gave logging into the Comcast box as one of the options so you could have done all that without a phone call and having some guy somewhere talking you into merging the 5 and 2.4GHz bands - Which may or may not work with your extender - I think he wanted you to do that because it works with THEIR xFi Pods – but he probably knows no more about your Netgear extender than I do.
By the way, many people will recommend that you disable WPS due to a significant security flaw that has been known for years and never fixed.
Ok, good, thanks, knowledge and explanation for my luddite mind. Getting there, however:
"...so you could have done all that without a phone call and having some guy somewhere talking you into merging the 5 and 2.4GHz bands - Which may or may not work with your extender - I think he wanted you to do that because it works with THEIR xFi Pods – but he probably knows no more about your Netgear extender than I do."
The tech was a "she" but that doesn't matter, and my suspicion is you're right, the merge doesn't work with my extender. But your last part, about them (Comcast) knowing more about the Netgear than you? Hmm...really doubt it with this rep, she was awful.
But this really concerns me: "By the way, many people will recommend that you disable WPS due to a significant security flaw that has been known for years and never fixed." There's supposedly a way to link via Netgear's app, but that didn't work but I successfully connected with WPS (first, time, before all this trouble).
And I do have a thread going on Netgear's forum, not getting anywhere. This should be a simple fix but folks are suggesting all kinds of complicated things that I didn't have to do the first time I set it up.
But lastly: does anyone know how I can call and get a tech supervisor, after my disastrous call with a level one tech? (Comcast has a big center about 5 minutes from me, I may just walk in there and ask.) Thanks.
Hi @RVAJim, let me know if I missed anything in my understanding of the issue:
Some additional questions for ya:
Things to note:
Actually, I said "probably knows no more about your Netgear extender than I do." (emphasis added) So we're in agreement on this.