Problem: Internet connection so slow, it's basically pointless to try to use it.
Jose > Hello JESSE_, Thank you for contacting Comcast Live Chat Support. My name is Jose. Please give me one moment to review your information.
JESSE_ > My Issue: Internet connection so slow, it's basically pointless to try to use it.
Jose > Hi there ! How are you today? I would be more than happy to assist you with your concern today.
JESSE_ > I'm frustrated.
Jose > I understand you're having a slow connectivity . Let me assist you with this
Jose > Just to set the right expectation, I will be asking some questions and we will be doing troubleshooting steps to isolate the issue so we can restore your internet connection. If needed, I will send one of our best technicians to have this fixed with utmost priority. Shall we continue?
JESSE_ > yes
Jose > Do you happen to remember when the slow connection started?
JESSE_ > Months ago. No one there has been able to resolve it.
Jose > May I know what troubleshooting steps have you done so far?
Jose > We'll fix this Jesse
JESSE_ > New Apple airport. Restarted the modem many times. Your team has "increased the signal on your end."
Jose > I will run diagnostic and send signals to your modem. PLease make sure that your modem is directly connected to your device via ethernet wire without a router.
JESSE_ > That's not possible. My mac doesn't have ethernet.
Jose > it's okay.
Jose > We might be disconnected but I need you to stay on chat.
JESSE_ > Ok
Jose > Glad to have you back Jesse.
JESSE_ > What's the test say
Jose > I can see here on my end that you account is now in good shape.
Jose > PLease check the speed your internet on this link: http://speedtest.comcast.net
JESSE_ > What changed?
Jose > Thank you.
Jose > There was an outage on your area last few days. There a little glitch on the connection.
JESSE_ > This has been going on for months... Not just the last few days.
Jose > No worries, we both resolved this. I assure you that this will not happen again in the future.
JESSE_ > What did you do to our connection?
Jose > There was an improvement done on your area ot enhance the services. I apologize for the inconvenience.
Jose > I am pleased to report that there are no issues with your account connection.
JESSE_ > When was the improvement done and what did you do tonight?
Jose > On my end, I will continue checking your account from time to time to make sure that youracocunt is up and running .
Jose > That was August 31.
Jose > I just reset your modem on my end to refresh the modem.
JESSE_ > What happened on August 31st?
Jose > I've also change your channel to the updated one so that you will have the maximum speed that you're paying. I know the value of your money.
Jose > There was this improvement Last August 31 on your area.
Jose > Actually the improvement happened to all area covered by Comcast.
JESSE_ > Last August 31st? A year ago?
Jose > No need to worry now, all is fixed and you can now take advantage of the services you're paying.
Jose > August 31, 2014.
JESSE_ > On Sunday before Labor Day? What was done?
Jose > Yes, before Labor Day. The improvement. Comcast boosted up all the service connection.
Jose > I'm glad I was able to help you. Do you have any other questions or concerns I can help you with today?
JESSE_ > Not at the moment. I will be back in touch if the connection fails again.
Jose > Thank you.
Jose > If you again need assistance in the future, please do not hesitate to contact us through Live Chat which is available 24 hours a day, 7 days a week or you can also reach us through our Hotline 1-800-XFINITY (934-6489). Comcast also offers great FAQ and Help forums located at www.Comcast.net to help you solve many issues on your own. Don't forget, you can watch full TV shows and movies online, check out www.xfinitytv.com for more information. Thank you for contacting Comcast! We appreciate your business!