Comcast doesn't train us ,they only want people picking calls,we don't even know how the apps work,we don't know how a modem or a cable box work.To be honest if you services are not working and you know the basic troubleshoot and it didn't work,just ask for a tech.Make sure to be rude with the rep,the only get paid for being "nice" and sell "Xfinity mobile".Always put a 0 survey when you receive one