CHAT TRANSCRIPT: Top of Form Melissa: Thank you for contacting the Comcast Accessibility Center of Excellence. My name is Melissa. How may I assist you today? Melissa: Welcome to Comcast's Support Center for customers with disabilities. My name is Melissa. How may I help you? Bill: My Issue: My home wifi seems to work only a few minutes at a time. I will connect and use the wifi for 3-5 minutes and it drops the connection. this is with all devices, phones, bluerays and roku's. this is unacceptable. and wheres my x1/x2 boxes? Melissa: I am sorry that your connection is intermittent. I will need to transfer you to the wifi department for further assistance. Bill: ok Melissa: Do you mind holding while I do that? Bill: ok Melissa: Please wait, while the problem is escalated to another analyst analyst Nicolette has entered room Waiting for response from Melissa Nicolette: Please wait, while the problem is escalated to another analyst Waiting for response from Nicolette analyst Richard has entered room Richard: Hi! Glad to have you on chat! I hope you're okay. Bill: no # of resets help btw. Bill: its killin my phone wifi gigs.... Richard: I understand that you internet is intermittent right now. Am I correct? Bill: well, the wifi says "interset is slow, disconnecting" so i dont KNOW it's one or the other. I am leaning with the internet. Bill: Help me Obe Wan your my only hope. Richard: I apologize for the inconvenience and acknowledge the importance of having a good internet connection as I rely on it as well. Rest assured I will do everything within my means to address your concern today. Richard: Just to set your expectations, to better assist you, I will be asking you questions regarding your concerns. Will that be okay? Bill: go ahead. Richard: Thank you. Richard: May I know the troubleshooting steps you did so far? Bill: reset button, hard reset of the box and computer etc, had reps "send a signal" to the box and I've sacrificed a chicken Richard: Oh my. What did you do with the chicken? haha Bill: spread it blood on the modem and made luch with the tasty bits Richard: Oh, lucky you already have your lunch. Richard: Anyway, while I pull up your account, let me share to you the following features, as an internet service subscriber, you can create up to 7 email accounts. Just log in using your primary user name. You may also download Norton Security by clicking on this link: http://xfinity.com/norton/ Bill: ugh, auto scripts Bill: commercials in chat too? Richard: Those are good to knows, free features we have. Richard: Maybe you can check out next time. It can be useful.' Richard: Just to fill the gaps while I am running some tests with your equipment. Bill: I shant be here long of this S won't work, a little fyi Bill: I'm looking up prices for ATT while I wait. Richard: Anyway, may I know the MAC address of your modem, that is located at the back of the modem on the sticker. Bill: 00xxxxxx4C2 Richard: Thank you. Richard: For security purposes, can you please verify to me your account number? Bill: 095xxxxxxxx-9 Bill: http://www.lawlz.org/wp-content/uploads/2012/07/gopher-tech-support-have-you-tried-chewing-on-the-cable-computer-meme.jpg Bill: loses it's punch when it doesnt populate the picture... Richard: Thank you for providing that information. Richard: I would need to send refresh signals to your modem. This will stabilize and speed up your internet connection. I might lose you for a bit, but please stay online as I will wait for you to come back. Shall I reset your modem now? user Bill has left room Bill: ? Bill: sure... Richard: Thank you. Richard: Can you please check your new speed on the link provided?http://speedtest.comcast.net Bill: I was kicked off for a bit! couldnt do anything unless that was your reset Bill: here are others with the same "continuity" problemshttp://forums.comcast.com/t5/Home-Networking-Router-WiFi/WiFi-drops-over-and-over/m-p/1994617#M63951 Richard: Yes, that was mine. Bill: http://stage.results.speedtest.comcast.net/result/397048904.png Bill: same asa before, ran it before... Richard: Thank you for providing that information. Richard: That is actually more than the speed that you are subscribed, Bill. Richard: You are supposed to be getting 50 Mbps for the download and 10 Mbps for teh upload. Richard: And the intermittent connection will be fixed by the refresh. Richard: I cna guarantee you that. Bill: OK, my Reddit peeps miss my retorts Bill: I have many many internet points, and smell of rich mahogany Richard: i see, anyway, the results are showing good now. And you have nothing more to worry about. Richard: Do you have any other questions or concerns I can further assist you with aside from that? Bill: I was assured the X1 / X2 would be availble soon. I am awaiting their arrival in my area. THATS the reason I went bak to XFin anyway. Do you know who can send them to me? Richard: As of the moment there is no update yet as to when it will be available since there are upgrades that is being implemented. Bill: kthxbi Richard: But I can provide you the page where you can check the updates so that you will be the one to know if it is available. Richard: http://www.comcast.com/x1comingsoon Richard: That is the link for the X1 news. Bill: pls do, you are fast becoming my very favorite Richard. Bill: thx Richard: Thank you. Richard: You don't have to mention it. It has been a pleasure working with a valued customer like you, Bill. I WILL POST IF IT WORKED.
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