Notes

Please help me with the status of online light on the modem.

Are they on /off /flashing ?



Please help me with C- mac address + model number + manufacturer name of modem



I'm currently checking for any network issues that may be negatively impacting your connection.





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.





Let me perform the health check and run speed test of the device after that I will share correct resolution with you



I am now working on rectifying signal congestions and we are doing great so far.



I am going to run a quick system health check for a minute or two. This is to check the status of your account and signal stability of your equipment.



After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.





I will now run system clean up to remove signal clutter, next step would be system re-connection and lastly, system update.



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.



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





I am checking the status of equipment’s and services in system, it may take up to 3 minutes please stay connected.



Right now I am running a test to see if we have Speed to Gateway information for the last seven days . This differs from normal speed tests run from the device and tests the speed from our network to your Wireless Gateway.



POWER CYCLE



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We need to power cycle your box now.

To power cycle your cable box, follow these steps:

1) Disconnect the power to the cable box by either unplugging the power cord from the wall outlet or from the back of the cable box.



2) Wait 10-15 seconds.

Reconnect the power to the cable box by either plugging the power cord back into the wall outlet or into the back of the cable box.







Please unplug the modem and then re plug in after 50 sec and once the lights get stable please check the performance.



It generally takes 1 - 2 minutes for modem to get restarted successfully





Make sure all the connections should be tight and secure



You sounds to be tech savvy person



OUTAGE

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To make sure your XFINITY services are performing optimally, we'll be doing some work in your area today. While we're working, you could experience brief interruptions to your service. We apologize for any inconvenience caused by our work.





Tech visit



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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.





There is now need to schedule tech visit to resolve the issue





This also avoid same issue in future.



Shall I book tech visit for you ?



No charges will be applied if the issue is from Xfinity end or Xfinity rented equipment



Also if there will be any possible charges tech will let you know about it only after your approval tech will perform the task



I have an alternative for you as of now this is earliest available slot however I can add you to the waitlist if there will be any vacant tech slot in between or any tech slot gets cancelled you will be contacted on priority basis. Will this work for you ?





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.





After I run the system check we are going to do the troubleshooting steps. If these will not resolve the issue then we will reach a resolution to further resolve the issue by setting technician appointment or creating a ticket to be submitted to our back end team.





Just to set clear expectation I have send signals and refreshed your modem as well however the issue still persists it seems to be issue with modem or power outlet. There is now need to schedule tech visit to resolve the issue



Just to set clear expectations I have send signals and refreshed your box it seems your box is not getting proper signals





We have completed all available remote troubleshooting steps and it seems that now we'll need to schedule a technician visit for resolving the issue.



We have completed all the basic troubleshooting steps to resolve the issue remotely. The next step is to send one of our technicians to your home to resolve your issue. Is that ok ?



What's a good number for us to contact you prior to the tech visit?



You will also get an email with all the details of appointment scheduled.



The soonest available tech schedule is on , does that work for you?



1) The technician may arrive anytime within your scheduled appointment window.

2) Someone 18 years or older must be present at the time of the technician's visit for the entire duration of the technician's visit.



3) You will receive a call from our Automated System 30 minutes prior to the technician’s arrival to confirm that someone is at home for the appointment and still experiencing a problem.



4.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.









Sales information

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I have shared the link on your number / email

Please click On I agree to approve it

The shared link is valid for few minutes

Let me know if you get any issue

You will get new device in within 3 - 5 business days

Once you get new modem you need to return old modem to nearest Xfinity store

Also you will get Free self installation kit with modem so that you can install modem easily







As I can see the account is soft disconnected as there is past due of

on your account , Also I have doubled checked the account is not eligible for further payment arrangement or extension as it has passed maximum delinquent days