FYI - We're working on a new tool to try and take some guesswork out of connection troubleshooting. We're launching a beta today - and we really want your feedback because we know there are bugs to squash! ;-)
Any time someone comes in here with speed issues, the first steps are always to check your signals. And so we are attempting to automate that process, so you don't have to check your local modem page and interpret RF levels on your own. We also check if your device is end-of-life, and whether your speed tests are in line with the speed for which you are paying. We then try to guide you to an avenue that will solve your issue with minimal effort.
The beta test tool is called Speed Experience (https://speedexperience.comcast.net/). You sign in with your Xfinity account; so you don't need to be home to use this tool.
If you are having issues and would like to give it a try, please do. There is a form at the bottom where you can send us feedback about the tool.
This is a beta, so there will be bugs! If you get a message that we couldn't detect your device or your signals, please take a moment to use the feedback form at the bottom and let us know.
We are working on adding some more features to it, including WiFi signal issues and automatic submission of your problems to a team that can resolve them (so you don't even need to call or chat).
In the backlog, I have:
1 If the RF levels are out-of-spec, automatically create a ticket rather than driving the customer to chat/call.
2 If the customer has a wireless gateway, show wireless network attributes (SSID name, channel, etc.) and make WiFi-improvement suggestions.
3 The results page should provide a permalink, so the customer can share the results.
Thanks for the help testing this tool!
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JL
Comcast Engineering
https://twitter.com/jlivingood
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