I normally have the 105 Extreme service but was between moving and used the seasonal service Comcast offers. Basically your internet goes into hibernate mode and you only pay $5 a month until you re-enable it. Once the service was re-enabled I was able to get my 105/20 speeds just fine. However on My account overview page it still shows 'Performance Lite' as my tier. If I go to my services it also shows '
XFINITY Internet: Performance Lite' with a link to upgrade my service. If I click that link then expand my services it shows 'INTERNET SERVICE $64.95
EXTREME 105 $50.00 '
And only shows options to downgrade my service.
So apparently Comcast has multiple databases or tables that store your current tier. Seasonal service probably dropped them all to minimum, but restoration didn't upgrade them back to the correct level. Normally I'd just consider this a display issue since it doesn't actually affect the cfg my modem downloads. However Xfinity's new 'Xfinity WiFi' is basing access on the database entry that's causing it to show performance lite on my account. So I can use http://hotspots.wifi.comcast.com/ at all which was recently launched in Utah http://www.sltrib.com/sltrib/money/57006822-79/network-xfinity-comcast-hotspots.html.csp
When I talk to an account rep they see the correct tier in whatever tool they are using so they can't help me. I then get transferred to technical support and they try and troubleshot my home router as if my home wifi is not working and they cant do more than follow a script anyway so that doesn't help. I talked to 8+ techs/account reps and none could help me. The best response I had from one person was if my tier of service was higher than the hotspot I can't connect and I'd have to downgrade my service to match that hotspot to use it.... right. Maybe only get speeds equivalent to their tier but higher tier users not allowed to user lower tier hotspots? That response had to be a lie. Really the root cause is apparent because of the display issue I see indicating I'm a performance lite user in some but not all cases. I loved it when the techs would reboot my cable modem 1000 miles away at my home to try and resolve the issue...Yeah they are low paid techs that follow a script, but at the same time they couldn't escalate or report a ticket to have my issue resolved.
Seasonal service is probably a more uncommonly used feature, but at the same time its people that sometimes use seasonal service that would also be taking advantage of mobile wifi hotspots while traveling. My seasonal service ended 2+ weeks ago so I don't think its a matter of just waiting for everything to turn back on. I'll try a few more account reps... But I don't have much confidence they will be able to help
Edited to add topic group category. uid://455626
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