About MrPeabodyMINI

Wouldn't the  gateway already be defaulted to "mesh" mode?  If not, couldn't Xfinity Support just connect to the gateway and set it to "mesh" mode?  I personally do not touch my Gateway settings.  My assumption is the tech experts at Xfinity know what gateway settings are needed for customers using Xfi Pods. ... View more

ComcastRachelH - At 11:40 AM ET today, while I was in the middle of a WebEx presentation to senior leaders on my ethernet connected computer (I work from home) dropped.  It also dropped on the other Ethernet computer next to my main computer.  It also dropped on Wifi connected devices, my mobile which is next to me.  I checked my modem which is feet away from my Ethernet connected computers and the light was orange.  Within a few minutes the modem fully rebooted and light changed back to white.  I was now back online however embarrassed that my manager and senior leaders have a 5 minute gap where no longer had audio or visual of me.  I dialed back in via my mobile phone and my internet connection was re-established though slow to start so I could pick back up with the presentation. After my presentation concluded I called  what I thought was the Level 2 phone number (855-484-1453) and get a Level 1 low level English speaking person.  She didn't even know what Level she was.  She could not tell me why my connection dropped at 11:40 AM ET.  I then asked to speak with Level 2 in USA; I was transferred to Wireless Gateway team. The Wireless Gateway person proceeded to tell me my modem is online. Daaaaa...I said it came back online within minutes of recycling, and that wanted to know why my modem just randomly recycled at 11:40 AM ET.  She then asked if I called when it went down.  Really?? I just told her I was in the middle of a presentation with senior leaders which included my manager.  I had to call into the audio portion of the WebEx to let them know I was still alive and finish my presentation.  This was obviously a higher priority than calling Xfinity knowing the modem was coming back online, and knowing I would get the same no where results calling. I asked the Wireless Gateway person if my modem recycled because someone at Comcast was pushing something to my modem, or if something happened outside of my home (e.g. upstream node, etc.).  She told me she cannot see why my modem recycled, nor can she see my modem went offline at 11:40 AM ET.  I informed her that I went through 2-weeks of multiple times per day of modem recycles with numerous calls to support and 3 house calls and it was finally fixed.  I told her I did not want a repeat which is why I wanted to know what happened at 11:40 AM ET.  If it was an Engineering pushing to my modem then just tell me.  Better yet DO NOT PUSH to a customers modem during normal business hours because you don't know what that customer is doing. When I asked the Wireless Gateway person if it could happen again, she did not dispute tht it wouldn't.  Essentially she said it  "could" drop at any given time.   Not her words but pretty much said no guarantee of reliable service. So ComcastRachelH        , are you able to tell me why my modem recycled at 11:40 AM ET today?   ... View more

I don't blame you.  I have lost personal time being on the phone with Xfinity Support for this issue and prior.  I was ready to jump ship early this month because of continual drops throughout the day.  There were many phone calls and "3" house calls before the issue was resolved. Level 1 doesn't have access to SI's and of course they don't even know what an SI is and cannot see it linked to your Level 1 ticket.  Level 1 is so scripted that they can't think their way out of a paper bag.  Then you have the language barrier because their English is poor. And then this issue.  It took "7" (seven) days to fix.  That is not good.  And what if it happens again.  Plus did they back out the change and not put it back in?  Or did they correct what the put in?   Never deploy to your customers until you've fully tested.  If they are going to push software to modems, PODs or any of their devices they should send out release notes. They have our email address. ... View more

I am not getting even close to 50% via Wifi.  And for Ethernet where my work PCs are within feet of modem, I am not getting what I should be getting. ... View more

Just to level set....all of the PODS always displayed in the xFi app as "Online".  The problem was that Wifi devices (e.g. mobile phone) in an xFi POD zone of the house could not connect to the POD.  The symptoms experienced were, web sites rendering "No internet connection", Speedtest not finding an Xfinity server, and not being able to open the xFi app.   I have taken two mobile devices into all three (3) POD zones and my mobile devices are now connecting to the POD in that zone.  This was validated using the symptoms noted above.   The issue with Wifi devices not connecting to a POD is resolved for me.  I would however like to note  that the internet download Mbps is not as high as it prior to the commencement of this issue on 7/15.  Whether I am 2-feet from the modem or in a POD zone, the speed is much slower given the speed I am paying for.  It's not horrendous, however I would expect better and as good as prior to 7/15.   ... View more

This response takes the cake. "What kind of device is an SI ". ... View more

Another nightly chat online with Xfinity. Person cannot understand or communicate English. Says there is another Next action is Ticket linked as a child to Parent SI028844452. Please bring support back to USA. ... View more

BE AWARE THAT THOUGH THE PODS "APPEAR" ONLINE, THEY ARE NOT FUNCTIONAL. Sad we need to have this conversation 7 days into a known widespread issue with no status updates from Xfinity who monitors this forum. ... View more

Xfinity Engineers have yet to solve the issue with the widespread Xfi PODs. First Leve 2 person on 7/19 factory reset modem, had me completely remove PODs and reinstall and still same issue. That Level 2 transferred me to another Level 2 and as soon as I said PODs he told me about SI028844452. Go to Xfinity chat and tell them to link your ticket to this SI. They are supposed to notify those linked once issue is resolved. They are at day 7 of issue. They should have this posted under known issues on Xfinity Help. They also need to issue a service bulletin to ALL Level 1 and 2 support. Very more communication within their support tiers. Make sure to ask for an account credit. ... View more

Hello LTCGMC, use the Xfinity Chat and ask them to link your incident ticket to SI028844452 which is the broader issue ticket. I was told that anyone linked to the ticket would be notified. Also ask for an account credit. ... View more

Day 6 and still waiting for resolution of SI028844452. I was advised per online chat last night (attached) issue would be resolved between 9am - 12pm. It's 35 minutes until 12pm and still not resolved. ... View more

"0" download speed in what used to be great speec thanks to Pod. Why is this taking so long to fix? ... View more

Going into day 6. Please provide an ETA for problem resolution. ... View more

Also, what is the disposition of  SI: SI028844452?  Is it fully resolved? ... View more

Thank you.  The issue still exists as of 5:20PM ET 7/20.  I want to know it is resolved before I am asked to to any additonal action at my home (e.g. remove PODs and re-add).  Hopefully no corrective action on my part is required however if it is, then I will do my part to resolve.  HOWEVER, I do not want to to through any exercise to "see" if it works.  I spend over 1h on 7/19 doing this and no customer should have to do this. ... View more

I spent 1.35h (should never happen) on the phone late afternoon today 7/19 and it took the 3rd person, 2nd of Tier 2 support there is a widespread SI ticket as of 7/15 that is still unresolved. And another call in the morning. Here's the SI: SI028844452 and the 3rd person said Engineering is working on the issue. It's now day 5 and still having an issue. ... View more

Xfinity Customer Support is lacking. I was told by one of two Level 2 consultants that they can see all outages and SI tickets in their system but Level 1 cannot. ALL Levels should have a list of ALL known customer incidents. Level 1 also needs reflective listening training. They are so scripted that they are not listening to what the customer is reporting. ... View more

I spent 1.35h (should never happen) on the phone late afternoon today 7/19 and it took the 3rd person, 2nd of Tier 2 support there is a widespread SI ticket as of 7/15 that is still unresolved. And another call in the morning. Here's the SI: SI028844452 and the 3rd person said Engineering is working on the issue. They are going into the 5th day. This is far too long to leave customers without the functionality provided by the PODs. BE AWARE THAT THOUGH THE PODS APPEAR "ONLINE" THEY ARE NOT FUNCTIONAL. I was told that I would get an email, text or call when resolved. Let's hope it's soon. ... View more