So many Comcast threads! Which one to use? This one has a suitable title.
So, I started getting disconnections yesterday. Twice last night I went offline, restarted my modem, and was fine. Tonight it was six times. I called Comcast. No problem - he refreshes the modem, has me restart it, and says that should fix it. I have my doubts, but fine. 45 minutes later, offline. I try to call back, but the voice menu cycles me endlessly. It will not allow me to even choose to speak to a tech until I restart the modem and wait ten minutes, which I've already done repeatedly. So I go on their support chat via the Xfinity app.
I spoke to four additional agents. I spoke to the first, he refreshed the modem (again), did some troubleshooting, and after half an hour... the chat disconnected. It reconnected me right way, but to a different agent. They were very understanding (it was in the script), and said they'd solve it for me. By refreshing the modem. Then he got disconnected. The third agent again wanted to start from scratch. He refreshed my modem! Yay! Twenty minutes later and he told me he'd escalate it, and someone would call me at some point in the next 24 hours. I told him that was bull, and he did some more poking. After another 20 or so minutes, he decided he couldn't fix it by fiddling with the settings. He said I needed a tech, and would schedule an appointment (finally!) He just needed my full name and address to confirm the account. I gave him my name, my street number, and was typing in my city and state when [disconnected from chat.] The next agent listened to everything I said I'd been through, then wanted to refresh my modem. I told him no. He wanted me to switch my wiring around to run directly via ethernet cable to my modem. It already was. He offered to elevate me to a tech that would call me in the next 24 hours. I told him no, that I'd already done all of the troubleshooting, that I'd already been elevated, and that he was doing exactly the same stuff that three agents before him had done and which had failed to do any good. At this point I had been on their effing chat for more than two and a half hours going through a thirty minute process over and over and over.
He finally made the appointment when it became obvious that I was about to reach through the phone.