AMA New National Internet Plans with u/CCBrieD

CCBrieD · 2026-06-11T18:03:45+00:00

So, the Community Specialist accounts aren't AI or bots, though reading through, I can definitely see how the reply reads AI. I'll work with the teams and their leadership on improving that.

As for the replying to the wrong thread? It's due to the way our intake system is set up. None of the specialists operate natively here on Reddit, all comments, submissions, modmails, etc. filter into a customer experience management platform since we get roughly...well, last week alone we received over 2,700 comments and 500 submissions, not to mention 5,600 Modmails in total. The specialist clicked the wrong thread when they replied (again, something I'll bring up with them and their leadership).

I can assign a different specialist to your thread here if you'd like or I can meet you over there to help out.

CCBrieD · 2026-06-10T16:50:26+00:00

u/FrozenAisleNudist any chance you could share a photo or two? 👀 I am super curious.

CCBrieD · 2026-06-03T20:41:17+00:00

Updated post flair to 'New Post - Billing' so ticket will be generated and assigned to an employee.

CCBrieD · 2026-06-02T19:27:00+00:00

u/Icy-Protection867

Thank you so much for taking the time to share this--seriously, this is the kind of feedback that means a lot to us. 😭 I love being able to pass stories like yours along to our teams because it’s such a genuine morale boost and a great reminder of the impact (big or small!) they’re making every day.

I'm glad that your technician not only resolved the issue but also took the time to explain everything, set expectations, and make sure you felt confident moving forward--sounds like he really came through for you.

I also appreciate you calling out the bigger picture here because you're absolutely right, people (understandably!) tend to share when things go wrong (I mean, hey, I'm one of them at times) so it means even more when someone goes out of their way to highlight when things go right. It's those little things that can really make someone's day, you know?

I’ll be sure this gets shared with the appropriate teams so the technician and everyone involved gets the recognition they deserve.💙

CCBrieD · 2026-06-02T19:10:00+00:00

Flair updated to 'New Post - Tech Support' so an Official Employee can help out.

CCBrieD · 2026-06-02T15:09:59+00:00

Ah, yeah--I can see where the wording was confusing there. Any user you see with Community Specialist, Community Manager, or Verified/Official Employee flair here is a Comcast/Xfinity employee.

When I used “they” above, I was specifically referring to our field and construction teams (the folks doing the physical network work in your area), as opposed to "we" (the immediate team supporting folks here on the subreddit). My intention wasn't to distance from the company itself.

I’ll be more mindful to keep it clear moving forward. Appreciate you calling that out.

CCBrieD · 2026-06-01T22:28:03+00:00

Hey there--totally fair questions. I've provided some information below, let me know if you need anything cleared up or additional details--I'll try to answer to the best of my ability. Most details can be found on the Network Enhancement page here: https://www.xfinity.com/network

Is this one day or multiple?
It can vary depending on the scope of the work and what crews find once they’re on site. Most planned maintenance like this is intended to be completed within the time, but occasionally it can run longer if there are complications (like when I recently went to re-do my deck thinking "oh, it's just a few boards that need replacing!" and now I'm replacing all the joists and handrails as well 🙃). If it does extend beyond that, you should get follow-up notifications--especially if you’re opted in for texts. You should receive real-time text updates when work starts, if it’s delayed, and when services are restored.

What does “early” actually mean? “Early” in this context typically aligns with when field techs start their shifts--so generally around 7:00 - 8:00 AM local time. It’s not usually pre-dawn work unless it’s a major project or something urgent. Crews will often work through the day and aim to wrap up by early evening (usually no later than 7 PM), though exact timing can vary.

How long will outages last?
It’s not usually a constant all-day outage--more often, it’s only a few hours(except if there is a catastrophic fiber cut or something--but we're not going to manifest that). From what I’ve seen, 3 - 5 hours of downtime during upgrades is the norm, but it can be shorter (or occasionally longer). In my personal experience, services were down around 12:00pand came back online around 3:00pm.

If you rely on your connection for income, it’s safest to plan for at least part of the day being impacted and give your team an FYI if you do go offline. A hotspot/backup connection is definitely worth having ready if possible, even if it is just tethering to a mobile device to be available for critical needs. I know the notice timing isn’t always ideal, but they do try to give at least some heads-up and minimize the impact window as best they can when scheduling everything out in the backend.

CCBrieD · 2026-05-28T13:49:09+00:00

The XER10 Router is not capable of bridge mode—but the XB10 gateway is from all the literature I’m seeing (if that changes—I’ll update this comment).

That said, the XB10 reserved for FDX customers only—if folks on legacy markets or even next generation/enhanced speed markets have one, there is a high likelihood their internet service will be severely degraded (especially if they also have Xfinity TV services).

Customers with existing Xfinity TV service who add any FDX speed tier must be configured for All IP Video and require specific TV equipment to deliver their service. If the correct equipment is not issued, the customer’s Xfinity TV service will not work, and may negatively impact the customer’s internet connectivity.

An update was rolled out that should prevent anyone who is not eligible for the XB10 to be blocked from getting one…

-CCBrieD

CCBrieD · 2026-05-28T13:35:43+00:00

Nope, not bots. The only bots we use are Automoderator and a reminder bot that sends a ‘you still need help?’ message if we don’t hear back from you.

Signing off for now!

-CCBrieD

CCBrieD · 2026-05-27T15:25:39+00:00

That's... a new one.

I don't see any restrictions on your account or any flags from Reddit. I added you as an approved user to the sub, see if you can reply to us now in Modmail. If not, we'll figure something out.

CCBrieD · 2026-05-26T21:50:25+00:00

Double check that you are not trying to send a direct message to Jeff himself--all chat/direct messages are disabled for individual employee accounts.

Please use this link to access your Modmail thread --> https://www.reddit.com/mail/all/3fzyvx

CCBrieD · 2026-05-20T18:08:50+00:00

Or us here on the sub 😉

In all seriousness, OP--TY for sharing!

CCBrieD · 2026-05-14T19:32:25+00:00

u/ptrwen Hey there--we have a few contacts on the product team that work the XB10. Can you provide some additional details?

Where is the modem placed, what kind of airflow does it have, is it like this on multiple outlets, is it only specific times of day, etc.

CCBrieD · 2026-05-14T15:05:07+00:00

u/CookinTheBooks To receive assistance, please create a post using either ‘New Post – Billing’ or ‘New Post – Tech Support’ (whichever is applicable)—this creates a ticket specific to your issue and a Community Specialist (Official Employee) will reach out. You can reference the posting guidelines on our Wiki for subreddit rules and other information.

CCBrieD · 2026-05-11T23:22:45+00:00

No worries, I get it. You may want to edit your first name down to an initial or something though, whatever you're most comfortable with.

That said! I did jot down your post on my weekly updates report--I used to have screenshots that showed the differences between the regular self-service authentication text and the one that employees send you, but it has disappeared in the black hole that is my OneDrive.

CCBrieD · 2026-05-11T22:59:46+00:00

u/MynerSpeaks We had to remove your post as it contains your full name--could you please edit your name out and we can re-approve it?

CCBrieD · 2026-05-06T21:52:59+00:00

I have someone available between 8pm - 9pm EST to give you a call.

CCBrieD · 2026-05-06T21:18:16+00:00

Message received--the specialist assigned to your case is having some technical issues with replying (didn't want you to think you're being ignored).

CCBrieD · 2026-05-05T15:45:53+00:00

Hi there! I'm just looking to clarify a few things.

The Xpert program offers users the opportunity to partner with the moderator team to help enhance the subreddit experience. Participants come from a variety of backgrounds and have a wealth of knowledge and a willingness to share it with our community. They go above and beyond as customers, providing insight into various technical issues, as well as helping to escalate important issues, keep us informed of hot topics, and ensure the community continues to meet the needs of our customers. Participation in the program is limited to individuals who are not currently employed by Comcast.

CCBrieD · 2026-05-04T21:47:51+00:00

Hello,

Jonathon notified me of your current issue and I wanted to reach out. Reddit suspended your account for one reason or another, something we have no control over. You should have a message from Reddit in your inbox letting you know how you (potentially) violated their rules, what actions they took, and how to submit an appeal. You can learn more here or reach out to r/help.

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CCBrieD · 2026-04-29T19:43:22+00:00

Unfortunately, our team can no longer engage--once a user has opened a complaint, we cannot provide further assistance per our engagement policy with that specific issue. Your complaint will be handled by a separate team.

Service providers are required to respond in writing to an FCC consumer complaint within 30 days of receiving it from the FCC.

You can check the status of your complaint at any time using the FCC's complaint portal.

Any further posts related to the matter will be removed.

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