I have had to deal with numerous customer service reps – some with Xfinity and some with others. It is not enough to say thanks for being a loyal customer nor thanks for your patience, but MUCH more important to learn to say “I don’t know” rather than guess and likely guess wrong. I have known more than 90% of those I have talked to. It is frustrating.

I once trained my salespeople that when a customer asks a highly technical question they might know the answer and really be asking “are you going to lie to me?”

Xfinity fails multiple times on ever saying I don’t know, but will find out and with solving user issues.

Thursday the Internet went down at 1:59 AM. TV was fine. So either past the splitter or an error in the CO. At 7:00 I spent quite some time with a really nice tech rep who swore it was my (customer owned) Gateway (easy excuse) when I knew it was not. But lacking any other choice, I decided to go buy a new gateway.

5 minutes later the Internet came back 🙂

I assume my provisioning at their router at their switch was bad and I now had a new IP address. As you might know, this does not change often- the assigned IP from the switch to my gateway on the WLAN. Sometimes stays for years.

The problem is, the geolocation of this new IP is different everywhere depending on what site including Google is trying to determine my location! On some I am in Palo Alto correctly. Many more in Vacaville and the pizza joint there will not deliver to me 🙂 And, in MANY more KANSAS as the IP address only shows US, CST and it chooses Kansas. Really Bad. ipdata.co shows this when you check my ip: 98.xx.xxx.xx. IP2Location.com shows Palo Alto properly. I cannot find who is picking up Vacaville.

Tech Support Carla last night told me all gateways come with an IP address and only the gateway manufacturer can change it 🙂 Antonio, bless him said it gets changed in windows and who was the manufacturer of my computer??????? Obviously they have no idea the difference between LAN and WLAN and they love to guess – incorrectly.

Frustrated. I’m not in Kansas anymore 🙂 Nor have I ever been.

Antonio was Tier 2…

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OK, gets odd that some browsers properly pick up my location and some do not. So each browser might use a different API for geolocation. On the ones that find me in Kansas I downloaded an add-on that allows you to spoof your location. In my case, instead of spoofing I use it correct to the proper location. The disadvantage of this is that as a laptop, I have to turn this off when I travel and use a different IP address and back on when home near my router. So a kludge, but a workaround.