Notes

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Let’s get this sorted out and make a restful day for you.

Let me go ahead and see what we can do together to get this taken care of. To begin, I will now run some diagnostic checks on your modem

I can see your device is performing well on the Xfinity network, so let's dig a little deeper to determine if there are other issues.

You are part of our Xfinity family, we will take care of everything for you , I just want you to relax and as this issue is on us and we will bring back your smile.

Have you heard of Xfinity Rewards?-It’s a customer appreciation program Depending on your Xfinity tenure, you are eligible for rewards such as movie nights, early access to games, Xfinity product discounts, family activities, sweepstakes, tickets, gift cards, etc. {Access it on Xfinity app or Xfinity.com/Rewards}

We need to do a hard reset on the modem to refresh it. Use the tip of a pen or a paperclip to push the button inside the reset hole at the back of the device. Press and hold for about 15 seconds. You should see the lights on the device turn off and start

__________________________________________________ADMIN PORTAL________________________________________________________

Log in on http://10.0.0.1
Login on the page with username as 'Admin' and password as ' Password' (IF NOT CHANGED YET)
Click the Add Port Trigger
Enter Service name for which we want to change ports
Edit port trigger
Click Wireless.
Go to Gateway -> Connection -> Wi-Fi and press the EDIT button next to your wireless network.
Click save settings.
Unplug the modem from the power source to turn it off.
Wait for 50 seconds.
Check if coaxial cable at the back of the modem is properly connected.
Plug back the modem to the power source to turn it on and wait for all lights to sync.
Once the modem is fully synced, check for internet connection.
Go to access Gateway > Connection > Wi-Fi from the left navigation menu then click edit.
See mode option there?
Can you please put the mode in b/g/n.
Change channel.
Save



Please tell me are you using any additional router/modem apart from the main modem?

In that case I will request you to bypass the additional router and connect directly to that main modem .

Please tell me are you using a wired or wireless internet?

Please tell me are you using any splitter?

A splitter is a small rectangular shaped box that is used to split one way connection into two way. You will find this in the way between wall outlet and modem.

I have successfully finished sending refresh signals to the modem. However the modem has failed to reestablish it's connectivity with Xfinity end within
the allotted time even after sending the refresh signals.

Therefore I have done all the required troubleshooting on your modem to my best. But as the problem still persists, the issue falls under the category of out of scope of remote troubleshooting.

There is a requirement to physically examine the modem health, coaxial connections and wall outlet at your premise with the help of a professional technician to
fix this on priority basis. Shall I schedule the technician visit at your place?

-----------------------{ slow speed}-----------------

I have successfully finished sending refresh signals to the modem and found that the strength of signals being transmitted from xfinity end is perfectly healthy.
You are receiving 100% speed from our end. However there seems to be a signal leakage at the other end that is causing speed loss.

{ resolved intermittent}
I have performed the necessary troubleshooting and done some fixes on the modem to ensure that issue doesn't repeat again in future. However still as a extra measure I will suggest you a technician visit at your premise.

The technician will physically examine the modem health, coaxial connections and wall outlet at your premise.

Shall I schedule the technician visit at your place?

Using the Xfinity My Account App, you can reschedule or cancel an upcoming appointment, as well as add it to your calendar.

1) Download the Xfinity My Account app from Apple appstore or GooglePlay.
2) Log into the Xfinity My Account app.
3) Your service appointment will display on home screen.
4) Tap "modify appointment" to reschedule or cancel your appointment. Select " add to calendar" to have a reminder added to your device's calendar.
5) If you choose to reschedule, a list of available dates and time will be displayed.
6) After rescheduling, you will see a confirmation with new date and time and the option to add the appointment to your calendar.
You can take a screenshot of these steps

------------------New Customer--------
Let me take this opportunity to welcome you to Xfinity family. Thank you so much for choosing Comcast to be your service provider. We are so grateful to have you and we value your business.

Or you can schedule a callback on- https://www.xfinity.com/support/schedule-callback , however; I’m here to help you with the issue you’re experiencing with Xfinity services