Notes

INTERNET TS :-

I’d like to ask you a few questions to ensure I’m finding the best possible solution for you.

How long have you been getting this issue and were there any troubleshooting steps performed earlier?

I'm going to reach out to your modem to make sure it's communicating properly. No need to do anything on your side while I run these tests for the next minute or two.

Please confirm me what type of connectivity issue (Slow speed or No Connectivity or intermittent connectivity) you are experiencing with your XFINITY Internet?

Please help me with CMAC MAC address of modem. The MAC address is written on the back/bottom side of modem.

Please confirm me the current status of power light on modem whether it is On, Off or flashing ?

Please check and ensure that all the coaxial cable connection attached with the modem and the wall outlet is finger tight ?

Please confirm are you using any splitter to connect the modem ?

Please confirm are you getting issue on Wired or Wireless devices ?

I request you to please unplug the modem and try to get plug in other wall outlet once and check.

Please confirm the device which is currently attempting to utilize for XFINITY Internet Service?(i.e Desktop/Laptop/Mobile etc)

I am now going to perform a diagnostic check of your services & equipment. This "Health Check" verifies the current status of your equipment and your services. It should only take 2-3 minutes for the results.

I am going ahead to provision the device , Once I send the signals to your modem, our chat will be briefly disconnected. We'll be reconnected in this same window once the connection is restored within 4-5 minutes. Please do not close the chat window. Is it okay to reset your modem now?

Your device is going to attempt to restart now. It may take up to five minutes to restart, so hang tight while I run a few checks on this end to make sure it comes back online.

I have successfully done with the reset process, please try to connect and check is it start working or not ?

I am going to send the refresh signal to your account which will make the device settings updated and will provide you the best connection, signal and speed to your device.

I am now working on rectifying any signal blockage. After this I will run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update.

I just checked the account device settings on your account and I believe it has an opportunity for perfection. What I am going to do is that I am going to optimize it for best speed and stable connection. Rest assured by the time I am done your connection will be perfect.

It looks like your modem is online, but the WIFI personalization is still pending. I'm going to need your help updating this information, please provide me the name and password you would like for your network.

The new WiFi Network name must be 4-31 characters long. It may contain letters, numbers, hyphen ( - ) and underscore ( _ ). Spaces are NOT allowed. The new pasword must be between 8 and 63 characters long. Special characters are allowed with exceptions (<>'"). Paswords are case sensitive and spaces are NOT allowed.

I have successfully update the details from my side , please try to connect with the new Wifi name and password and check is it start working or not ?

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Power Cycle :-

1.Unplug the modem from the power source to turn it off.

2. Unscrew the Coaxial cable at the back of the modem

3. Wait for 30-40 seconds it would take care of unwanted static on the line .

4. Reconnect the Coaxial cable back to the modem and meanwhile just ensure other end is also connected properly to wall outlet.

5. Now Plug back the modem to the power source to turn it on and wait for all lights to sync.

6. Once the modem is fully synced , we would try to check internet connection if our issue has been sorted out .

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Extra Effort :-

I appreciate your patience and effort going through the necessary troubleshooting steps to fix this remotely. Initial investigation indicates that there could be an issue with the equipment, physical connections and/or network connectivity.

We have exhausted all our troubleshooting steps and found out that the box is still not responding to the signal; it may be with the signal interruption outside or the box itself and other connections.


As I have checked and followed all the initial troubleshooting guidelines and equipment s are still not responding to the signals properly. Diagnostic check is indicating a technical issue have been detected and we need to book an appointment for you to have this investigate and fix it completely.


In this case what I will do is, I will escalate this to my Network team and will also schedule the technician to resolve it permanently. Network team will keep your modem and connection from the server under observation and if there will be any Congestion than they will remove it.

Based on the system health check the signals going to your modem is not stable and there's an ingress on the line that caused distortion and affects your speed connection.

The reason why you are experiencing the issue now might be because the signal has degraded your services to the point that it stopped working.

As I found the issue can be with outside connection or Filter settings on Main tap. I will mention notes for technician to check all connections and filter settings and if required he will change wiring as well to get this resolve permanently.

Just to set right expectation, if after done the above steps , the issue is still same then I will go ahead and schedule the tech for you to check and get this issue permanently resolve for you.

And it seems that this is a physical wiring issue outside. We now need to dispatch a technician to trace the cause of this . Rest asured that we will be sending our well trained tech to resolve your concern.

What I can do for you is go ahead and submit a ticket by making a complete reference from the past ticket, trouble shooting and technician visit on the account to escalate this with higher management and advance tech. I will also tailored the response previous tech visit for upcoming tech so that he can act according.

Trust me "" I have tried my best to get this fixed however the system recommend to schedule technician. the issue can be with outside connection or Filter settings on Main tap. I will mention notes for technician to check all connections and filter settings and if required he will change wiring as well to get this resolved permanently.
-----------------------------------------------------------------------------------------------------Tech Visit :-

I’m looking in our appointment systems to find a date and time that fits your schedule, it may take me a few moments.

Before our technician arrives, please remember someone 18 or over must be home, ensure all pets are secured, and that we can have access to the equipment.

May I have a preferred phone number where you can receive the automated call, as there will be automated call for confirming the technician appointment ?

There will be automated call for confirming the technician appointment, kindly acknowledge that to avoid cancellation.

You can cancel or reschedule tech visit on following link as well - https://www.xfinity.com/support/account/how-to-cancel-reschedule-comcast-appointment

and from my account app as well.

Also, On the day of the appointment you need not to contact us to inquire for technician arrival status. View the time or date of upcoming appointment, as well as the Estimated Time of Arrival of technician as the appointment draws close. You can easily view the information via Xfinity My Account App.

I would recommend to give it a try for the upcoming appointment and check the technician arrival status. Sign in with Xfinity User ID & password. You can find the info to check the status of technician on https://www.xfinity.com/support/articles/my-account-app-view-tech-eta

Something that can help you is that, with your smart phone, you can download our free and very helpful Xfinity My Account app. With this app, you can see this appointment scheduled. Also, see an estimated time of arrival for the tech, when he provides one.

No charge will apply for any issues identified at Xfinity end or equipment rented out by Xfinity. It will only be applicable if the issue is not caused due to Xfinity services.

The charge would be applicable if your owned needs to be replaced or Internal wiring issue. Technician will inform about the charges if applicable.

I have successfully booked the visit from my side. I apologize for all the inconvenience you have gone through, I can imagine how annoying it would have been for you but trust me once the technician will visit the address and found the root cause issue will get resolved permanently for you.

I apologize for all the inconvenience you have gone through, I can imagine how annoying it would have been for you to wait for the technician the whole day. Let me quickly check where the miss happened and fix it for you right away.

No worries, our dispatch will look for an available technician for today . Since we give two hour time frames for our technicians' arrival, some of those technicians can resolve the customer's concern in just a few minutes, so they are available for the next hour or so. Some customers also cancel their appointment prior to technician's arrival. We will look for those available technicians and send them over to you. You will receive a call from our dispatch within 30 minutes once sooner schedule available.

There is one time charge of $100.00 for the technician visit, the technician will run the cable lines from outside pole to in home, connect with the wall outlet to activate it and also complete the installation for you.

I understand you are little uneasy about the charge but if you look at the timely resolution being . I am sure you wont mind . Moreover, the tech will check and informed about the final charges.

It takes around 4 to 6 hours for the tech to install the services in the house and after the installation the tech will give you the complete demo regarding the features and how to use it and will also help you with the features.

We are looking forward to your upcoming appointment. When the technician arrives, they will contact you and explain what they will be doing. They will work to resolve the issue outside of your home first. If the issue persists, they will ask permission to enter your home. If the technician enters your home, they will wear a mask or face covering and will have washed their hands before and after every customer visit. The technician will practice social distancing by staying a minimum of ten feet away when possible from all individuals at the time of the appointment. We request that you and anyone in your home wear a facial covering and require that you maintain ten feet of social distancing while our techs work. Please be aware that in some states, masks are required to be worn by customers according to state mandates. If you are not comfortable wearing a mask, the technician may ask that the appointment be rescheduled or if you can remain in a different room while they complete the work in your home/business. They may only service the main outlet through which you receive your Xfinity services.
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Outage :-

The reason why you are not getting any service properly is because of an ongoing outage in your area. This is due to some possible congestion of signals flowing in one of the poles within the area. We already sent our Engineering team out and they are working on this.

The estimated time of resolution will be at --- . I can also set your account to receive notifications through your mobile once the outage has been resolved. Please provide me your mobile number.

For future reference, you can sign in to https://www.xfinity.com/support/status and know about ongoing outage in your area. You can also update your phone number to get text message as soon as your services are restored.
I understand it was supposed to end by *** but due to technical issue outage got extended. Please be assured services will restore by ..

I understand how it feels to be in situation like this. I know how important a working internet connection is. If it is in my scope I would be more than happy to get this fixed for you but the issue is from server end due to outage so it cannot be fixed remotely. Please be assured dedicated team is already working on this and services will be restored by.

The least that I can do right now is to at least apply a fair credit on your account to the number of hours it was affected and will make sure that it will reflect on your next month's bill so that you will be just paying for the services that you used and not being affected by the outage.

Credit will be reflected on your online account within 24 hours and on your next bill.

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