chat id: 22e39af4-ceaf-4980-87df-ffba031983d1 Problem: Okay.... Now, although the router is running, I got disconnected and now nothing is connecting. Jenelyn > Hello JOHN_, Thank you for contacting Comcast Live Chat Support. My name is Jenelyn. Please give me one moment to review your information Jenelyn > I am reviewing information you have provided. JOHN_ > My Issue: Okay.... Now, although the router is running, I got disconnected and now nothing is connecting. Jenelyn > John do you mean you cannot connect any device to your home wireless network please? JOHN_ > Take your time. We cannot be disconnected from my end now, unless something knocks out the local cell tower. JOHN_ > That is exactly what I mean. JOHN_ > The router just went down. Jenelyn > Thanks for clarifying. Jenelyn > To set proper expectations we have a dedicated Advanced Wireless Repair Team at 1-800-934-6489 what we can do online is check your modem and do basic troubleshooting steps with your connection. Jenelyn > I am pulling up your account details now. JOHN_ > Looks like it may be rebooting. Jenelyn > Thanks for the additional information. Jenelyn > We appreciate you logging in which helps us get to your account much easier. JOHN_ > No trouble. Jenelyn > System is running modem health check. JOHN_ > Okay. Jenelyn > And please check and confirm your modem CMAC address if it is BCD165905BD7. JOHN_ > Yes it is. Jenelyn > Thank you. Jenelyn > Are you using a router / wifi extender with your Cisco Wireless Gateway please? JOHN_ > I can let my VPN connection slide for now, but my son wants to play his games Downstairs where it is cool. JOHN_ > No extenders. No bridges. Direct ethernet connection on the PC he uses for his games downstairs. This is getting beyond annoying. JOHN_ > I want my laptop to connect to my paid VPN as well. I have huge data dumps overdue. JOHN_ > My VPN has also run every test they could think of as well, just FYI, and it is most definitely a problem on my ISP end. JOHN_ > Does this information help you in any way. I certainly hope so. Jenelyn > The device status is showing fine. The signals are registering just within the levels of your internet service. You mentioned that you have a PC directly connected using ethernet. Jenelyn > To clarify, the hard wire connection works but not the wireless, right? JOHN_ > Nope. Neither. Jenelyn > Thank you. I am sending signal to refresh modem. Give me a minute please. JOHN_ > Browsing the net.... Yes. Gaming or VPN.... Not for a week now. JOHN_ > It is starting to refresh now.Jenelyn > Thanks for the feedback. JOHN_ > It usually takes around 5-10 minutes to complete before I can pull open a web page. Jenelyn > I'll stay and wait for your feedback. Jenelyn > While waiting, please verify your email address for account and informational updates. JOHN_ > I also do not like the way remote access has been enabled on my account to my router without my permission, but we will talk about that another day. JOHN_ > Stonewolfblue@gmail.comJenelyn > Thanks. We already have your preferred email address on file. No changes needed.JOHN_ > Three lights steady.. No WiFi or Ethernet/wired connection yet. JOHN_ > I will disable the network cards until the router has completed its cycles. JOHN_ > I have browsing, but my connection is slow. Still no gaming or VPN. JOHN_ > Router is recycling again. Jenelyn > Did it recycle on its own please? JOHN_ > Yep. No one is near it, except for me. Jenelyn > I will send a reset modem to your modem. It will have the same effect when you do a hard reset on your end.Jenelyn > It may take 2-3 minutes for your box to completely boot up. Jenelyn > Will that be okay? JOHN_ > I have a feeling it may tie into the remote management I mentioned earlier. Do you know how to check to see how many IP addresses are currently logged into my account? JOHN_ > Sure. Do whatever you must. Jenelyn > Thanks. Sending the reset signal now. I'm checking wireless network settings. Jenelyn > System failed to retrieve wireless network information for your device. I will check it again after modem reset. Jenelyn > Please allow another 2 minutes. It shows reset is 60% complete.JOHN_ > Sure. Take your time. Jenelyn > Thanks for waiting. An automated system check has identified the modem is online now. Please check again if your connection. JOHN_ > Gaming, no. VPN, no. Browsing, slow, but yes. JOHN_ > Very slow. JOHN_ > I take it back.... No internet either now. JOHN_ > Please disable remote management from my account. JOHN_ > See if that is the problem, please? Jenelyn > Thanks for checking it again. John we have done all the recommended steps from my end. Our next step is to set a tech visit. Jenelyn > If you are referring to the our tool to check your modem status, it cannot be disabled. JOHN_ > The tech cannot do anything as they have tried before, and I got chewed out for knowing more than he. JOHN_ > This is unacceptable. JOHN_ > Would you not agree? Jenelyn > We need access to your modem for troubleshooting reported issues like this. It is strictly for troubleshooting purposes upon contact. Jenelyn > You can also contact our Advanced Wireless Repair Team at 1-800-934-6489. JOHN_ > Do what you have to, then. But I expect another credit this bill cycle for once again not having access to all my necessary internet services. JOHN_ > I prefer printable documentation of my issues. JOHN_ > Is that acceptable to Comcast? Jenelyn > You can save a copy of our chat transcript using the view transcript button or save our chat ID noted at the beginning of our chat: ( Chat Initialized:22e39af4-ceaf-4980-87df-ffba031983d1) our support team will be able to pull up our conversation using the chat ID. JOHN_ > I have it alreadyJenelyn > I will also note this contact with a summary of the steps taken along with my operator ID JenelynVCNV [22087].JOHN_ > Thank you for your time. Jenelyn > You're welcome. I am sorry if I have not completely resolved your issue from my end. I recommend you contact our Advanced Wireless Repair Team at 1-800-934-6489 for the gaming connection issue. And if you change your mind and proceed with the appointment we set it up too. JOHN_ > Sure, schedule the appointment. Jenelyn > I am checking the soonest date and time available. Jenelyn > Can we use (864) 435-1580 as the precall number for our dispatch team? JOHN_ > Yes. Jenelyn > Thank you. Jenelyn > We have Sunday, June 25 between 10:00 AM-12:00 PM. Will this work for you? JOHN_ > After the credit is applied and confirmed, yes. JOHN_ > I may call the local tech supervisor to see if he will come out instead, and if I make that happen first, I will cancel the regular tech. JOHN_ > He gave me his card, however, he had trouble with my knowledge as well. JOHN_ > FYI.... I am willing at this point to consult, for a fee of course.... Joking.... LOL Jenelyn > What I can do from my end is apply service adjustment for the days your service did not work properly. You noted earlier that you gaming is not connecting for a week now. I will apply a 7 days credit for your internet service. Jenelyn > Internet service adjustment for 7 days is $9.27. JOHN_ > That is fine. I notice you did not mention my VPN service. Why? Jenelyn > Comcast permits the use of VPN connections so long as they are used in accordance with our applicable terms of service and policies, including, but not limited to, solely for your personal, non-commercial use. And does not provide technical support for VPN connection. What I can guarantee is our dispatch tech will work and fix your internet speed and gaming connection. JOHN_ > My data dumps are entirely legal. JOHN_ > I will provide them only to a judge in a court of law due to their sensitive nature. JOHN_ > This is outside of the arbitration agreement due to my right to privacy in cases pertaining to such sensitive data. JOHN_ > Are you still with me so far? I need that VPN unblocked, if in fact the last chat rep lied when they said it was not blocked. Jenelyn > Yes. I am still here. Jenelyn > I'm sorry for the confusion, what I mean is Comcast does not provide technical support for VPN connection. Comcast allows VPN connection but does not provide help in setting it up. Jenelyn > I have applied $9.27 credit for 7 day internet service issue which will post in your next bill and also set an appointment for Sunday, June 25 between 10:00 AM-12:00 PM. JOHN_ > It is a major, fully supported one, and their tech support traced the block back to my network. JOHN_ > Feel free to let me know if I have lost you thus far. Jenelyn > John I only have access to your modem status as with the network settings let us wait wait for the tech appointment as that part will be covered. I don't want to provide wrong information or expectations as I don't have the information about our network set up in line with your VPN connection. JOHN_ > That is acceptable, however disappointing to hear. As I stae Jenelyn > I understand how you feel and I am sorry for my limitations. I also want your ongoing issue resolve completely and permanently. JOHN_ > Stated before, I will attempt a higher Comcast call, and if he can come first, I will cancel the regular tech. Jenelyn > Noted. For now I have set up Sunday, June 25 between 10:00 AM-12:00 PM for your appointment. Jenelyn > Is there anything else I can assist you with today please? JOHN_ > Give me two seconds to print before disconnection please. End of Chat.