Thanks for that information! A Tier 1 person (Rose in the Phillipines) opened a service ticket three days ago to escalate my not being able to stream Xfinity video from my Mac Book Pro using my Safari browser (worked fine for three years). After waiting two days, I called in yesterday and gave them my ticket number to see how they were making out. I had to start over at Tier 1 (Brandi in FL) and after no help she dumped me at Tier 2 (Brian in FL) who said they could not find anything or help me either so he dumped me to a Tier 2 supervisor who told me it was only my specific computer and that they (Xfinity/Comcast) could not help me and that I should go find a third party to fix it. (btw - that was Tasha Tier 2 supervisor employee #5905446 in the Ft Myers FL call center - watch out for her she was the least helpful and the most unempathetic and unfriendly of all the reps I have dealt with).
Now this morning I finally got a hold of another Tier 2 (Charles) worker who confirmed that it is indeed not just my Mac, but rather it is a "known issue" that some Macs using Safari browsers cannot get on Xfinity to stream tv shows. He told me the known incompatibility issue was referenced in their internal notes with SI (Service Incident) #025466378.
Not knowing what or who to believe, I tried one more call to Xfinity/Comcast to see who was going to say what this time. I had to waste 20+ minutes with Tier 1 (Ron) who has NO access to a data base for incomaptibility issues. (she had no way of accessing SI #s as Tier 1 is not given that "tool" (go figure). So after "doing my time" with tier 1 she finally put me through to Tier 2 (April) who after checking the above SI# told me that # was incorrect as it had to do with TIVO incompatibility issues, However that another SI# 025375158 in fact did reference and confirm the Safari - Xfinity incompatibility issue surfacing since the end of last year when their new website was launched. April said she opened a new ticket and that someone will get back to me.
So who is correct? Rose, Brandy, Brian and Tasha or Charles or Ron and April? It's really disappointing that such a large company (that takes so much money from all of us every month) has such a messed up support department with so many ill-trained people telling (and I think really each believing) their inconsistent answers to our problems.
... View more