xfinity Chat Transcript
CHAT STARTED AT Jun 19, 2018 6:32:34 PM
6:32:34 PM My Name : my internet is not working, my wifi and router will not turn on. I have tried plugging it in to a different outlet but no go. My TV is working fine but did need a reboot.
6:32:43 PM System : You are now chatting with Bilal
6:32:48 PM Your Guy:
Hi My Name, thank you for contacting Xfinity Chat Support. My name is Bilal. Please give me a moment to review your account information.
6:32:54 PM My Name : I have no lights on the device
6:33:20 PM Your Guy: I apologize for the loss of internet connection. Let me get on top of this and fix it for you.
6:33:42 PM Your Guy: For your account verification can I have your complete name?
6:33:53 PM My Name : My Name
6:34:37 PM Your Guy: Thank you for the information My Name, allow me couple of minutes while I check for the resolution.
6:35:48 PM My Name : ok the cable TV DVR is working fine. We did have a storm go through here. Everything else in the surge protector is fine. I assume its something with the device
6:36:26 PM Your Guy: Appreciate your patience, to understand the issue better I'll be asking you a few questions, is that okay?
6:36:47 PM My Name : ok
6:37:06 PM Your Guy: I understand your issue.
6:37:19 PM Your Guy: Since when are you experiencing this issue?
6:37:59 PM My Name : 20 minutes ago
6:38:25 PM Your Guy: Okay, have you done any troubleshooting steps at your end?
6:38:47 PM My Name : we had some thunder and I noticed my phone was not connected to the WIFI and that the lights were out. I moved the power cord to another known working outlet but it didn't help
6:39:34 PM Your Guy: Appreciate your efforts, let us do some troubleshooting steps to get the resolution.
6:39:56 PM My Name : ok
6:40:43 PM Your Guy: Could you tell me how many devices are connected to the wifi?
6:41:28 PM My Name : I only have the computer and phone. Right now none of them are working, I am using my phone as a hot spot
6:41:40 PM Your Guy: Okay.
6:41:56 PM My Name : There are no lights on the device, no power.
6:42:16 PM Your Guy: Okay. working together will help us take care of your request at the earliest.
6:42:44 PM Your Guy: I want you to do few checks, is that okay?
6:43:10 PM My Name : sure I guess, not much to do if it wont turn on but okay
6:44:01 PM Your Guy: ,
Alright, confirm power cord is plugged in between the device and the wall
6:44:18 PM My Name : it is.
6:44:47 PM My Name : I moved the power cord to another known working outlet but it didn't help
6:45:23 PM Your Guy:
Okay.
6:45:36 PM Your Guy: Confirm device is not plugged into a switched outlet or power strip now.
6:46:29 PM My Name : ok again its plugged directly into the wall outlet
6:47:14 PM Your Guy: Perfect I''ll be sending few signals then let me know the status of the light after couple of minutes.
6:47:36 PM My Name : lol there are NO lights on the device!!!!
6:48:03 PM My Name : its completely dark, no lights no status nothing.
6:48:59 PM Your Guy: okay.
6:49:43 PM Your Guy: I'll advise you to remove the power cord from the wall outlet and wait 15 seconds, then plug it in to a electrical outlet.
6:50:17 PM Your Guy: And let me know whether you get the light after doing that.
6:52:09 PM My Name : I have done this already, several times and once when you asked me to move it to the wall outlet.
6:52:22 PM My Name : no change, no lights on the device
6:53:51 PM Your Guy: Okay no problem.
6:54:37 PM Your Guy: You have been facing this from last 20 minutes.
6:55:21 PM Your Guy: Allow me a minute while I do some diagnostic checks.
6:55:25 PM My Name : close to 45 minutes now I wasn't paying attention.
6:56:08 PM Your Guy: Alright, I'll do few checks stay connected.
6:57:06 PM My Name : I don't know how you are going to trouble shoot a device that wont turn on but knock yourself out.
6:57:38 PM Your Guy: Could you tell me whether you have installed this service at your place or comcast technician has done it for you.
6:59:01 PM My Name : Yes it was a self install
6:59:06 PM Your Guy: That is why I may need your help by doing physical checks, be rest assured I''ll guide you to a path of resolution.
6:59:51 PM Your Guy: Also I would like to know if you could tell me when did you install the service?
7:00:17 PM My Name : I understand I do, so you know I have been working in IT for the last 20 years. This is a power issue. Its been working fine for the last 8 months.
7:01:10 PM Your Guy: I'll schedule a tech visit.
7:01:47 PM Your Guy: There is a fault with the modem as it is showing offline in my system.
7:02:52 PM My Name : ok how long will that take?
7:03:02 PM Your Guy: I appreciate you for being my eyes and doing connection checks, so I'll suggest you if I can schedule a technician visit.
7:03:34 PM Your Guy: If you allow me I'll check for the first available slot.
7:04:31 PM Your Guy: Shall I proceed with the request?
7:05:16 PM My Name : Tell me what the next schedule is and if its not soon I can run it into a center in the morning.
7:05:35 PM Your Guy: Okay.
7:07:29 PM Your Guy: The first available slot is on
06/20/2018, 08:00 AM-10:00 AM EDT
7:08:42 PM My Name : I will not be home during that time. I will bring in into one of the service centers after my appointment in the morning.
7:08:53 PM My Name : Is that ok?
7:09:53 PM Your Guy: yes that will be fine, incase if you want a time slot as per your convenient I and check and schedule it for you.
7:10:05 PM Your Guy: *can
7:10:56 PM My Name : ok I can be at one of them at 10:00 am is there one I should go to in Fort Wayne Indiana, I assume its the same one I picked the equipment up at.
7:12:17 PM Your Guy: Just to make it easy for you shall I schedule appointment at your place, so that tech can visit your house at your convenient time.
7:12:36 PM Your Guy: If you wanted to visit the store than it is up to you.
7:12:50 PM Your Guy: you can visit any nearest store.
7:13:03 PM My Name : I will not be here tomorrow morning but I will be out in the car. I can just stop in and swap out the modem. Thanks for your help I will take care of it.
7:13:17 PM Your Guy: Perfect!
7:13:35 PM Your Guy: One more thing.
7:13:57 PM My Name : okay
7:14:23 PM Your Guy: As a reminder, we have My Account app available for download at -
http://customer.xfinity.com...upport/xfinity-apps/ It gives you the convenience to manage your bills and payments through your tablet /mobile device.
7:14:32 PM Your Guy:
As a reminder, we have self service help and tutorials at
https://customer.xfinity.co...support/selfservice/ - to guide you on basic troubleshooting steps.
7:14:41 PM Your Guy:
Is there anything else I can assist you with today?
7:14:49 PM My Name : No thank you.
7:15:03 PM Your Guy:
Thank you for choosing Xfinity and have a great day!
7:15:03 PM My Name : I will go into the store in the morning and swap out the modem.