Eric, I suggest you post in the Comcast Help Forums
. If nothing else, your issue can be escalated to the forum administrator who can set the wheels in motion for a resolution.
Those Forums are provided to Comcast customers, and are a great resource for vendor specific issues. There are Forums for computer issues, email issues, security, internet, cable tv, CDV, billing, and customer service.
Many times we, the users there, can provide answers tech support and customer service can't.
Click the link below. The forum landing page will open. Click Sign In
. Log in with your Comcast user ID (the part before .net) and your password
. You will next see a first time forum users page, asking you to choose a screen name for use in the Forums. Once you set that up, you'll be taken back to the landing page. PLEASE DO NOT USE YOUR COMCAST EMAIL NAME FOR YOUR FORUM USER NAME
Before posting, take a moment to read the http://forums.xfinity.com/t5/Forum-Community/Forums-Policy-and-Guidelines/td-p/2618379
Then choose the appropriate board to post in. Look under XFINITY INTERNET and choose either Basic Internet Connectivity and Modem Help OR Home Networking / Router / And WiFi Gateway Help
There are connection experts who will be able to help you. If for some reason they cannot, they can tell you what you need to do/tell Comcast tech.
One thing to be aware of: By default you will be notified via email every time someone replies to a topic you have started or replied in. If you do not wish to receive the notifications you can disable them by clicking My Settings/Subscriptions & Bookmarks
the box next to Automatically subscribe me to topics I participate in
. Scroll down and click Save
DO NOT USE THE UNSUBSCRIBE LINK IN THE REPLY NOTIFICATION EMAIL. Due to a quirk with Lithium, the forum provider, if you use the link it severs the connection between your forum user name and the email address you sign in with.
Result: your forum account no longer exists in the database and it tells you that you are banned.
(Once you get to the forum, save the page to your favorites/bookmarks. If you want to get to it from the Comcast home page, you have to jump through hoops to reach it)
Two topics for you to readhttp://forums.xfinity.com/t5/Basic-Internet-Connectivity-And/Connection-Troubleshooting-Tips/td-p/1253575http://forums.xfinity.com/t5/Basic-Internet-Connectivity-And/Information-Requested-for-Connection-Related-Posts/td-p/1253381
which will tell you what information to post.
If you have any questions about the Comcast forum, you can ask me here or there, where I have the same user name as I do here.
Edited by Queen-Evie, 26 July 2016 - 02:18 PM.