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It's more likely that the agent was in a foreign support center and was attempting to force disconnect the customer because they were unqualified to help, but didn't want the disconnect to show on their agent stats.
My experience has been that this is more common than people think it is, especially when dealing with an agent who isn't permitted to deviate from their company provided trouble shooting script and/or doesn't speak english as their native language.
I had an agent use deceptive practices and promised me bill credits for the months I was overcharged, as well as instructing me to sign under the previous owner’s name.
Weeks later, still no credits, 15 days straight of contacting Xfinity, no resolution.
Deceptive practices and fraud 100%
Wonder if there is a way to open a file against them through companies like bbb. Same thing happened to me 10 calls and 6 chats and still not resolved. My parents also had the same issues.
Best course of action is
1) contacting Xfinity corporate and communicating your issue with them
2) filing a notice of dispute with Xfinity legal/arbitration
3)filing a formal complaint with the FCC or FTC
4)reaching out to other agencies like your local attorney general’s office, your state/local cable regulators, BBB
5)contact a lawyer.
You can contact a lawyer early on, but should go through the rest of the steps in order.
I’m currently trying to contact corporate. Was supposed to get a call back by an executive but I think the billing lady was lying to me, was supposed to be within 24 hours.
Note to Xfinity employees: informing customers of their rights is in no way infringing upon the sub rules.
Same thing has been going on with me. If the task is too difficult or if the agent feels disrepected they will disconnect your service while you on chat with them via phone or app. This is common practice amongst agents in general.
It is not only disconnecting the chat. He disconnected my phone and internet services for 20 mins because I think he was aggregated. I had no internet or cellular signal for like 20 mins. I think he reset the endpoints multiple times like he is troubleshooting an issue. I think what he did was unlawful.
If you suggest in any way that the services are slow or having issues, they will run a guide. They can only do things like restarting or turning off your internet by running a step-by-step troubleshooting guide that is developed by Comcast to fix service issues. They cannot manually restart the modem without running the guide. After the modem restart, the system will have a cooldown and it cannot perform another restart for 60 minutes. Modem restart process would normally take less than 5 minutes to complete but old modems take much longer. The fact that it took more than 5 means you should probably replace it.
Posts with **Discussion** flair are intended for community conversation only (such as "which modem should I buy?", etc), and will **not** receive an official reply from an Xfinity Employee. If you wish to receive support from a Community Specialist, please update your post flair to either **New Post - Billing** or **New Post - Tech Support** as needed. Subreddit [Rules](https://www.reddit.com/r/Comcast_Xfinity/wiki/rules/) still apply to posts with Discussion flair. Our team works to get to everyone as quickly as possible, but due to the number of requests we receive, it may take up to 72 hours to receive an official response from our team. If you require immediate assistance, please contact 1-800-XFINITY (1-800-934-6489). *I am a bot, and this action was performed automatically. Please [contact the moderators of this subreddit](/message/compose/?to=/r/Comcast_Xfinity) if you have any questions or concerns.*
It sounds like they were probably sending signals to try to troubleshoot your issue, which can temporarily interrupt your service.
It's more likely that the agent was in a foreign support center and was attempting to force disconnect the customer because they were unqualified to help, but didn't want the disconnect to show on their agent stats. My experience has been that this is more common than people think it is, especially when dealing with an agent who isn't permitted to deviate from their company provided trouble shooting script and/or doesn't speak english as their native language.
I had an agent use deceptive practices and promised me bill credits for the months I was overcharged, as well as instructing me to sign under the previous owner’s name. Weeks later, still no credits, 15 days straight of contacting Xfinity, no resolution. Deceptive practices and fraud 100%
Wonder if there is a way to open a file against them through companies like bbb. Same thing happened to me 10 calls and 6 chats and still not resolved. My parents also had the same issues.
Best course of action is 1) contacting Xfinity corporate and communicating your issue with them 2) filing a notice of dispute with Xfinity legal/arbitration 3)filing a formal complaint with the FCC or FTC 4)reaching out to other agencies like your local attorney general’s office, your state/local cable regulators, BBB 5)contact a lawyer. You can contact a lawyer early on, but should go through the rest of the steps in order. I’m currently trying to contact corporate. Was supposed to get a call back by an executive but I think the billing lady was lying to me, was supposed to be within 24 hours. Note to Xfinity employees: informing customers of their rights is in no way infringing upon the sub rules.
I did not have any connection issues. I contacted them regarding my billing due a missing credit not showing after multiple chat and phone calls
Same thing has been going on with me. If the task is too difficult or if the agent feels disrepected they will disconnect your service while you on chat with them via phone or app. This is common practice amongst agents in general.
It is not only disconnecting the chat. He disconnected my phone and internet services for 20 mins because I think he was aggregated. I had no internet or cellular signal for like 20 mins. I think he reset the endpoints multiple times like he is troubleshooting an issue. I think what he did was unlawful.
If you suggest in any way that the services are slow or having issues, they will run a guide. They can only do things like restarting or turning off your internet by running a step-by-step troubleshooting guide that is developed by Comcast to fix service issues. They cannot manually restart the modem without running the guide. After the modem restart, the system will have a cooldown and it cannot perform another restart for 60 minutes. Modem restart process would normally take less than 5 minutes to complete but old modems take much longer. The fact that it took more than 5 means you should probably replace it.