View Full Version : Xfinity: WTFO?

Johnny L.A.
07-25-2014, 09:48 AM
I get up, put on the coffee, turn on the regional news, and open my MacBook. It takes many seconds to connect to the WiFi, so I wasn't surprised when I opened Safari and clicked on my webmail bookmark. Then I get a 404 error. :confused: But I haven't even had coffee yet, and my fingers automatically did a cmd+N to open a new window. There, I'm greeted with this:

XFINITY Internet®

We're sorry for the service interruption! While performing a service quality check, we were unable to identify the access point for your XFINITY Internet® service. This informaiton is required to continue your service.

Fortunately, we can quickly return your internet service with a little help from you.

Click here to live chat with a representative. (https://comcastsupport.com/sdcxuser/asp/comcast_device_association.asp)

The only information needed is your XFINITY Internet device information. If you don't know or can't locate it, our representative will help you.

We apologize for any inconvenience and look forward to hearing from you soon. We'll have you back enjoying your XFINITY Internet® service in minutes!

Whisky Tango Foxtrot, Over. My first thought was that I'd been hacked. I don't click on links willie-nillie, and I don't visit the types of sites that are likely to have malware. But you never know. The link has a Comcast URL, but I don't want to click on it. I phone them. It takes a good five minutes of sales pitches to get to a human. She was a cheerful Indian woman who really wanted to make my service experience pleasant. I don't do cheerful before coffee. I told her I can't access the Internet, and she is quite understanding. She tells me how important it is for her to be able to access her email, blahblahblah. I don't care. I just want her to fix my problem. I'm all ready annoyed because of the message. I'm already annoyed that it took so long to get through the phone tree and sales pitches to get assistance. I'm annoyed that I haven't had coffee yet. I'm annoyed that her non-stop script-reading is not giving me a chance to tell her why I can't access the Internet. And I haven't had any coffee.

She gathers my information (which she should have already had from my inputs to the phone tree) and tells me my modem is out of date. Yeah, I know. I researched a couple of years ago which brand and model of modem they use, bought one, and spent an hour on the phone trying to get it hooked up. Never did get it working, so I went back to the old modem. She tells me that I won't be able to use all of the features Xfinity offers unless I have a new modem. She's going to requisition one for me, and I'll have to take the old modem into the store to get it exchanged. Um... No. It's a 50-mile round-trip. It's a pain in the arse. The SO would be without Internet while I'm gone. And then I'd have to hook it up and probably spend an hour on the phone with technical support, and since I've already tried using the same model of newer modem and it didn't work, I don't know if it would work anyway. I tell her I just want her to resolve the problem. I tell her that I'm annoyed and I haven't had coffee yet.

She doesn't ask for the numbers on my existing modem. She doesn't have me unplug it and plug it back in (which I already did before I called anyway). She does whatever she needs to do and I'm able to connect to my webmail. She tells me that I can watch movies online with Xfiniti's service, and goes into a spiel about the advantages of Xfinity Internet service.

It seems that Xfinity disabled my access for the sole purpose of nagging me to get a new modem so that I could take advantage of all of the Nifty Consumer Services they offer. It's bad enough that I have to listen to their bloody commercials whenever I call for service. Now they're blocking my access for the sole purpose of upselling to me. :mad: I'm a (lapsed) pilot. When I communicate by voice, I transmit the pertinent information as quickly and in as few words as reasonably possible. I expect to receive information in the same manner. (I seldom use the telephone, and when I do it's the other person doing most of the talking.) In my mind a service call should proceed thusly: 'This is me. This is my problem.' 'Thank you, Mr. L.A. Stand by... Please attempt this corrective measure.' 'That worked. Thank you.' 'Good day.' I don't need a sales pitch. If I needed the whiz-bang features you're offering, I'd be using them. If I was unable to use them, I'd ask for the equipment I needed to use them. There's a reason I don't click on ads. There's a reason I stop autoplay videos when I want to read a news article. There's a reason I look for the little video icon on news links to endure that I'm going to an article and not a video. And that reason is that I don't want to be bothered. If I want more, I'll ask for it. And it is vexatious for them to block the access I'm paying through the nose for, so that they can make a sales pitch. It's especially vexatious before coffee.

This is a rant, but I don't think I'm flaming them. If it goes to The BBQ Pit, I probably won't respond. I just wanted to share, and to see if anyone else got the message at the top of this post.

07-25-2014, 10:30 AM
Welcome to our future hell. It's only going to get worse.


07-25-2014, 04:29 PM
I can't imagine having your damn internet hijacked to get a sales spiel, that is some bizarro-world bullshit. The purpose of those ISP-initiated hijack/redirects is to make you think you're in major trouble for illegally downloading or whatever. NOT cool.

We've had nothing but good experiences with Time Warner. I expect that's largely because we've never had to call their support line.

07-26-2014, 12:00 AM
Do you have an option for Frontier FiOS? http://west.frontier.com/fios/wa

07-26-2014, 12:51 AM
I think that's what's going to happen to us soon too. I got a voicemail from Comcast a week ago telling us we'll need to upgrade our modem and that they'll mail us further info soon.

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