10/6/2014 XFINITY Chat
https://www.comcastsupport.com/ChatEntry/Protected.aspx?Trouble.Internet.Other|chat 1/2
CHAT ID: DD0050C0-86CB-426B-904E-6303F8A99EB2
Problem: Do I really need to use the new modem you sent me, don't really want to.
Rohit > Hello ERIC_, Thank you for contacting Comcast Live Chat Support. My name is Rohit. Please give me one moment to review
your information.
Rohit > It's a privilege to have you here on chat and I am looking forward to provide you excellent service!
ERIC_ > My Issue: Do I really need to use the new modem you sent me, don't really want to.
Rohit > To ensure we are on the same page, I understand that you want to return the modem Is that correct?
ERIC_ > Yes, I am happy with what I have from you now, don't need the integrated wi-fi router, from what I read I am better off with
what I have now.
Rohit > Let me check that out for you. Would you mind waiting for a couple of minutes while I do the research?
ERIC_ > no problem, thanks
Rohit > You are most welcome.
ERIC_ > BTW, I may want to upgrade to x1 some day so that might factor in...
Rohit > Thank you for patiently waiting.
Rohit > As I can check, you can return it by visiting nearest Comcast center or I can connect you to the concern department for this,
please let me know in which way you want to proceed?
ERIC_ > i just want technical advice as to why I need to upgrade right now...I'll make my decision in a day or two..
Rohit > Let me transfer your chat to the concern department, please stay connected.
Rohit > Please wait, while the problem is escalated to another analyst
ERIC_ > My Issue: Do I really need to use the new modem you sent me, don't really want to.
Pradeep > You have reached Sales Department and I will be assisting you with your concern for today. Please give me 2-3 minutes
to review your conversation with the previous representative. This will give me a better understanding of the issue at hand so that we
can resolve it in the most efficient way possible. Will that be okay?
ERIC_ > Thanks
Pradeep > You are most welcome.
Pradeep > Thank you for waiting, Eric.
Pradeep > Let met just check if I got your concern correctly. You've mentioned that you want to return existing modem. Am I correct?
ERIC_ > No, I am wondering if there is any compelling reason to change from what I am using now. I don't need the wi-fi router...I just
need a modem. and I may want to upgrade to x1 some day.
Pradeep > Thank you for the information.
Pradeep > I would like to inform you that modem fee would cost you same wether you are using modem or wireless gateway.
Pradeep > And we need to send professional technician to install X1 services which would cost around $110.00
ERIC_ > It's not about the money, I am asking if there is any technological reason to upgrade since I don't want the wi-fi
gateway...with or without X1
Pradeep > Thank you for clarifying that.
Pradeep > The X1 platform a new next-generation guide experience that makes it easy to navigate and discover Comcast's endless
library of content including an exciting new advanced digital entertainment guide, Leading edge, easy-to-use navigation, search and
discovery, Content integrated from many sources - Live TV, XFINITY On Demand, DVR, our library of online content, and integrated
apps.
ERIC_ > I"m talking about the modem. Do I need to upgrade the modem? Can I just keep what I have? Is there any technical reason
that I need to upgrade?
Pradeep > Yes, you need to upgrade your current modem. Your modem is outdated and you may face speed problem in future.
ERIC_ > Can you point me to any information regarding that, because that is not what I am reading in the forums...In fact to the
contrary I am reading that this new one is causing many people problems.
ERIC_ > And if so, so you have a modem to replace it that I can use with my own wireless router?
Pradeep > I want to make sure that your issue will be dealt with expertise however your chat has been routed to my department that
supports only basic sales service for our product. Our technical Department is better equipped in handling this. What I will do now is
transfer this chat to my partners there as they can help you with your concern.
Pradeep > Is that okay with you?
ERIC_ > yes thank you.
Pradeep > Alright, please stay connected while I transfer your chat to the technical department.
Pradeep > Please wait, while the problem is escalated to another analyst
Kenneth > It's a privilege to have you here on chat and I am looking forward to provide you excellent service! I hope you are having a
great day!
Kenneth > Hi Eric!
ERIC_ > Hello
Kenneth > If I understood your correctly Eric, you are chatting with regard to your inquiry about the difference of your modems, is that
correct? Rest assured, I will do everything within my meansas to address your concern today.
Kenneth > May I have the make and model of your old modem and the new one?
ERIC_ > yes
ERIC_ > I"m currently happy and using the Aris tm402p/110
Kenneth > I see, this is a Docsis 2.0 modem, currently on EOL or End of Life status.
ERIC_ > I was sent a technicolor TC8305c
ERIC_ > OK, so is there another option?
Kenneth > I will lay down the features of the new router.
ERIC_ > thanks
Kenneth > Awesome! Okay, let me get the advantages.
Kenneth > The current speed you are getting right now is 8 Mbps download / 2 Mbps upload
Kenneth > If you change your modem to this new one, you will get 25mbps internet speeds, not only that a free wifi as it has that
functionality, isn't it great!
Kenneth > However we will need to activate it first.
Kenneth > Would you like me to help you with the process?
ERIC_ > I don't want the free wi-fi, and I don's see a disable button for the wireless. I want to use my own router.
10/6/2014 XFINITY Chat
https://www.comcastsupport.com/ChatEntry/Protected.aspx?Trouble.Internet.Other|chat 2/2
Kenneth > I see, but don't you want the free speedboost?
Kenneth > May I know the make and model of your wifi router?
Kenneth > It could be that our gateway modem has a faster connection.
ERIC_ > I"ll look into that, but I am also wondering if you have the option of a different modem. I am happily using a a ASUS Dualband
Gigabit
Kenneth > Wow!
Kenneth > Now that is one hell of a router!
Kenneth > Awesome!
ERIC_ > it's a rt-AC 66R
ERIC_ > Yes, and I don't want to have another wifi defise broadcasting in the same room
Kenneth > We have also our top end router, a dual band and gigabit modem/router too it's Cisco DP3939
ERIC_ > I've got everything set up, I don't want to change my router.
Kenneth > I see, thank you for confirming, I have another option for you.
Kenneth > This can also save you money, would you like to listen?
ERIC_ > ok
Kenneth > Okay, here's my suggestion since you own a router already, why don't you return the new gateway you have and your old
modem at our service center, purchase a new modem that's docsis 3.0 compatible, then save $8 a month and enjoy the 25mbps
speeds combination to your gigabit router.
Kenneth > This is my recommended modem:http://mydeviceinfo.comcast.net/device.php?devid=365
Kenneth > It's cheap and does the job.
Kenneth > It's 3 star certified by comcast too.
Kenneth > You can check the price via amazon.
ERIC_ > Thanks, this is looking like I am going in the right direction now..no telephony though...Although I'm not sure that is a deal
breaker...
Kenneth > Let me check for telephony compatible modems.
Kenneth > Here's our full list by the way: http://mydeviceinfo.comcast.net/
ERIC_ > Thanks..this is just what I wanted out of this chat session..
Kenneth > You can check out the details there.
Kenneth > I see, thank you so much for your time, Eric.
Kenneth > Your satisfaction is my priority. Is there anything else I can assist you with? I am more than glad to help you out further.
ERIC_ > No, I think this is perfect...I'll go through this in the next few days..Please note on my record that I will probably be returning
the Technicolor in a few days.
Kenneth > Sure I will do that for you, Eric
ERIC_ > Alright thanks bye
Kenneth > It was truly a pleasure to speak with you, Eric. May you continue your day with full of optimism and peace in your heart.
Spread a smile and greetings to others. Take care and enjoy the rest of the week!
Kenneth > Take care!
Kenneth > It was a pleasure assisting and chatting with you today! Have a great day and thank you for choosing Comcast. If you
have any further questions, please do not hesitate to give us a call at 1-877-870-4310 or visit us at www.comcast.net for technical
support. We appreciate your business!