JustPaste.it
CHAT STARTED AT Jun 11, 2020 6:11:05 PM
6:11:05 PM JASPER SNOEK : Connecting from Xfinity Assistant. I have a question about internet.
6:11:10 PM  System : You are now chatting with Manthan
6:11:27 PM Manthan :

Hello, thank you for contacting Xfinity Support. My name is Manthan .Who do I have the pleasure of assisting today?

6:11:35 PM JASPER SNOEK : Hi Manthan, my name is Jasper
6:12:11 PM Manthan : Hey Jasper hope you doing well, please let me know know may I assist you today?
6:12:29 PM JASPER SNOEK : Hi Manthan, I have been having serious connection issues with my internet
6:12:46 PM JASPER SNOEK : specifically, I have bad packet loss
6:14:10 PM Manthan : Well not a problem Jasper I will help you , may I know the first and the last name on you account along with your full address?
6:14:32 PM JASPER SNOEK : yes sure, the account is under -----
6:14:44 PM JASPER SNOEK : address is: -----
6:15:26 PM Manthan : Thankyou for the details Jasper give me a minute to check the account .
6:16:55 PM Manthan : So Jasper as you said you are facing issue with the Internet , may I know the exact problem while surfing the interment and since how long this issue is there?
6:17:55 PM JASPER SNOEK : Yes, I have intermittent packet loss. Specifically, every few minutes the connection drops. This gets worse during 9am - 5pm and gets better at night
6:18:08 PM JASPER SNOEK : The issue has been happening for at least 2 months
6:18:45 PM JASPER SNOEK : I have replaced all of the equipment in my home, including my cable modem, cables, router and switches as advised by comcast
6:20:39 PM Manthan : Well sorry to hear that I can understand don't worry I am there to resolve the issue for you . Hanky for doing that Jasper that's so great of you . Just give me a minute ill be running a health check on your account , right now are you near to the modem?
6:20:51 PM JASPER SNOEK : ok thank you, yes I am
6:21:34 PM Manthan : Thankyou I meant instead of Hanky in the previous sentence , sorry for the spelling error.
6:21:46 PM JASPER SNOEK : no problem :-)
6:23:29 PM Manthan : Well Jasper I am working on your issue, could you please confirm if you did any troubleshooting from your end in the meantime?
6:23:58 PM JASPER SNOEK : no I did not
6:24:19 PM JASPER SNOEK : in the last few minutes you mean? Or ever?
6:26:32 PM Manthan : Yes jasper i meant  from the time you are facing the issue if you did any troubleshooting or not ?
6:26:55 PM JASPER SNOEK : yes I did
6:27:17 PM JASPER SNOEK : I have replaced all the components, equipment and cables in my house
6:27:44 PM JASPER SNOEK : I just replaced the cable modem, which was recommended by a colleague of yours
6:28:13 PM JASPER SNOEK : in total I have spent around $500 replacing equipment
6:28:19 PM JASPER SNOEK : which has not helped
6:28:46 PM JASPER SNOEK : (I have spoken to your colleagues on this chat to troubleshoot this issue)
6:33:47 PM Manthan : That's helpful.  I appreciate the additional details also you doing the troubleshooting steps . Jasper don't worry in case still the issue is there then in this case we will have you be contacted by a technician who will troubleshoot further .
6:34:10 PM JASPER SNOEK : ok thank you
6:34:58 PM Manthan : Yes Jasper good to see your cooperation .Can you please share a preferred number on which you would like to be contacted on?
6:35:56 PM JASPER SNOEK : -----
6:38:14 PM Manthan : Thankyou for confirming the same . Just let me update the same .
6:39:43 PM Manthan : Jasper I am getting an error while updating the phone number could you please check the number or if possible can you give me another number ?
6:41:31 PM JASPER SNOEK : It is <same thing I put above>
6:41:51 PM JASPER SNOEK : it's the number on my account for xfinity
6:44:16 PM Manthan : Sure give me a minute to check again .
6:50:18 PM Manthan : I apologize, this is taking more time than usual and I realize the importance of your time. Please stay connected.
6:51:18 PM JASPER SNOEK : it's ok, thank you
6:57:52 PM Manthan : Im so sorry to keep you waiting Jasper would like to inform you that the health check that I did indicates that services will work fine now , so what I would suggest you to observe the speed on the modem . Also I will mention on the notes regarding to your problem.
6:58:23 PM JASPER SNOEK : hi Manthan, did you change something?
6:58:40 PM JASPER SNOEK : the problem is intermittent and it seems ok now
6:59:06 PM JASPER SNOEK : but when we started talking I was having between 10-10% packet loss
6:59:36 PM JASPER SNOEK : if you have not changed anything, could you please send a technician?
6:59:50 PM Manthan : As I said I ran a health check . Fantastic happy to hear this . I understand but now I ma very happy that your services are running fine now .
7:00:00 PM JASPER SNOEK : no wait
7:00:28 PM JASPER SNOEK : my services are not fine, they are ok for the moment, but will get worse again
7:00:38 PM JASPER SNOEK : as I said, I have been having the same issue for 2 months
7:02:23 PM Manthan : Well Jasper regarding the service technician visit i am so sorry due to the covid 19 we will not be able to send the technician . Right now i would suggest you to observe the speed i ran heath check on your account , i will mention on the notes also regarding the full issue.
7:03:01 PM JASPER SNOEK : Manthan, unless you changed something, there is no reason why my account would be fixed
7:03:43 PM Manthan : I didn't change any anything but ran a health check on your account .
7:04:09 PM JASPER SNOEK : Please tell me why you think it would be fixed
7:04:41 PM Manthan : Running a health check helps Jasper need not worry .
7:06:43 PM Manthan :

I haven't heard from you for a bit. I'll be here for a few more minutes if you still need my help.
 

7:07:09 PM JASPER SNOEK : what should I do when the problem returns?
7:09:23 PM Manthan : You can check the speed at https://speedtest.xfinity.com. You can contact us also I will mention the notes so that the next agent you talk to has the details.
7:10:20 PM JASPER SNOEK : ok thank you
7:11:19 PM Manthan : Yes Jasper .Is there anything else i can help you with?
7:11:39 PM JASPER SNOEK : I have been checking the speed constantly via a ping service
7:12:06 PM JASPER SNOEK : no thank you, this is my main issue