Notes

INTERNET PROBING:

When did this issue start and have you done any troubleshooting steps previously to fix the issue?



Please confirm the status of lights of modem (power light, online light)?



Please confirm if the connection is wired or wireless? ( in slow speed)



Are you using an additional Router along with modem?



I would request you to please run a speed test using this link: http://speedtest.xfinity.com and do let me know the result.





I can see the modem is not in online status, let's first try to get back the modem online, to do this, we need to first check the status of cables.

Please check if the coax cable plugged properly at back of modem (please make sure it is tight screwed)?

Now let's restart the modem, please follow the steps carefully:

1) Unplug the power cable from modem.

2) Unplug the coax cable from back of modem and also please if you are using any splitter.

3) leave it for next 30 seconds and after 30 seconds fix the connection again.

4) Tight screw the coax cable (handy) + put the power cable to power socket again.



WIRELESS ISSUE:

# Number of devices connected at the same time will share the maximum speed that you have on package.

# Distance of the device connected on wireless Internet will depend on the signal transmitted by the source.

# Walls and hard materials that blocks the transmission of the signal will intervene the signal strength.





XFi sperate

Please login into Xfi application or if you want you can also make changes on the web portal by sigh in into internet.xfinity.com. Please let me know once you log-in into the portal.

As you are already logged-in you need to click on "connect" and then click on see network under your WIFI name.



Then you will see Edit WIFI at the right top corner and from there you can set-up your 2.4 Ghz and 5GHz and I would recommend you to set-up different name for both the networks and you can use same password for both network name.







As I have found two Issue on your modem. 1) There is issue with server and modem , and second there is Issue with the network connectivity.



I have found out that the cause of the issue was because the modem lost its synchronization from our server. ( if cx ask what was the Isuse after Isue fixes)



As I can see the modem showing offline on account, it means there is some Issue with connection or network, I am checking further in system and I will also need of your help in order to fix the Issue.





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



Right now I'm communicating with your device to pull your wireless information and network names. This generally only takes a few minutes and I'll continue to update you on progress.





What I will do is I will perform some troubleshooting steps and also send some advance signals to the modem, if needed I will also send a professional technician at your home to get the root cause of this issue, if needed he will also changes the cables and connections.





As I have made some changes on your account and modem is still showing offline on account, could you please perform some steps at your end now.





Once I reset modem, our chat will be briefly disconnected. We'll be reconnected in this same window once the connection is restored within 3-4 minutes.



It may take up to 5 minutes for the device to restore. I really appreciate your cooperation Simone, please bear with me.





Alexa, the process will take 2-3 minutes, please stay connected and once I start this process our chat will be disconnect for few minutes so please don't close the chat.



SLow Speed Case ;;;;;;



What we are going to do to fix this permanently is to re-provision the modem where your internet service is working with. After a successful registry, we will replenish the signal, send correctional hits to the box to eliminate traffic that is in the network causing this slow speed connection.



Once modem come online:__- ________________________



I have successfully updated your modem's settings and successfully synchronized all the settings,your service is fully active now.



I have successfully updated your modem's settings and successfully synchronized all the settings so you will not experience this issue again.



Please check is it working fine now?





Also if you want I can schedule a tech for you as a back up so in some how there is Issue the tech will fix it for you. You can check connection for next 24 hours and if there is no Issue you can cancel the tech by My account App.



In this way if in somehow there is Issue you no need to chat back with us again, as we understand the value of your time.



Please share the preferred contact number before the technician visit.



what can I do best for you I will add your number in waitlist so I if someone cancel today or tomorrow visit that will be assign to you.



CABLE PROBING:



When did this issue start and have you done any troubleshooting steps previously to fix the issue?



I will go ahead and perform all remote troubleshooting to assist you with best possible resolution.



As I can check there are multiple cable boxes in your account, if all cable boxes are giving the same error or it is just one cable box?



I want to make sure we're working on the right equipment. Please provide the serial number of the affected cable box?



The serial number (also called the "SN") is found on a sticker at the back of or at the bottom of the box. It starts with M, SA, PA, GI, TM, or CS and is followed by numbers and letters.



Now, I am going to check the TV box status, it will take couple of minutes for the results.





Mereanwhile I want to share about XFINITY Stream app you can convert any smartphone, tablet or even an iPod into a TV and can access. Learn more at https://www.xfinity.com/support/articles/tv-app-overview





ON DEMAND:



We have to do some troubleshooting to fix On demand issue which may require powercycle or reset to the box. After that Box will sync with the server to reload all the On demand contents on the box. Whenever we do powercycle or reset of the box and it takes around 60 minutes to reload content, meanwhile, TV shows will work fine.



the troubleshooting steps taken should resolve the issue within one hour. We can follow-up with a text message after one hour to confirm resolution. If the issue is unresolved, the customer will receive a call back to continue troubleshooting. Note: Offering SMS provides a better customer experience with a quicker resolution.





Is the mobile telephone number displayed the preferred number for us to send a text message: 313) 701-3249 ?



it takes one hour for diagnostics and appropriate resolutions to complete. We'll send a text message to 3869160550 to confirm the issue is still occurring. If the issue persists, they should reply to the text when available to continue troubleshooting and connect with an agent through chat or virtual callback.



System reset is done and your box is back online. We have also performed an account refresh, XRE reconnection and we have sent hits to make sure that your equipment is fully synched to our server. Are you able to check right now if the issue continues?