About 425ranger

Tryed 3 different independant speed testers... all in the 57M Dn and 11M up range....     Continuity is the problem. Once our devices lose the Internet signal they drop the wifi   ... View more

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. ... View more

Thanks, on wifi chat with a "Richard" right now!   ... View more