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Get Help With Your Third-Party Assistive Technology

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Because Comcast understands that customers interact with our products and services in different ways in order to get the most out of their XFINITY experience, we offer support for third-party assistive technologies.

About Third-Party Assistive Technology

The Comcast Accessibility Support Center for Customers with Disabilities supports the use of these devices and software packages to provide better access to Comcast's products and services. Moreover, Comcast seeks to continually improve our third-party device support through customer feedback.

If you require help and support for an assistive device, please contact the Comcast Accessibility Support Center for Customers with Disabilities. Agents will work to find a solution to your issue, and also actively seek your feedback in order to improve Comcast's scope of support for third-party technologies. Agents may ask for the make, model and/or version of your device(s), so please have this information at hand.

Hardware

The large-button remote is the only third-party assistive hardware that Comcast currently provides directly to customers; however, Comcast customer support will attempt to provide general support for other third-party devices including but not limited to:
  • TTY (Text Telephone)/TDD (Telecommunication Device for the Deaf)
  • Caption telephones
  • Screen readers
  • Sip and puff controllers
  • Foot pedals
  • Motion controllers, such as the LEAP Motion Controller
  • Eye tracking hardware and software
  • Xbox Kinect
  • Voice recognition and dictation
  • Tablet and touchpad interfaces

Customer service representatives will work with customers to troubleshoot general issues, and will refer customers to the device manufacturer’s customer support line for further assistance as necessary.

Software
While Comcast currently does not provide assistive software packages to customers, customer service representatives will work to troubleshoot general issues with third-party software and will refer customers to the software manufacturer’s support line for further assistance as necessary.

Comcast products are tested with the latest versions of JAWS and NVDA screen readers on Windows and VoiceOver on Mac OS X. For mobile apps, we recommend customers use the latest versions of VoiceOver on iOS devices and TalkBack on Android devices. For the best results with all of our products, we recommend that customers have the latest version of their preferred screen reader installed at all times.

Supported Technologies

There are many types of assistive technology customers may use.

Types of technology and environmental control units (ECUs) that are available or in development for use in the disabled community include:

  • TTY (Text Telephone)/TDD (Telecommunication Device for the Deaf)
  • Caption telephones
  • Screen readers
  • Sip and puff controllers
  • Foot pedals
  • Motion controllers, such as the LEAP Motion Controller
  • Eye tracking hardware and software
  • Xbox Kinect
  • Voice recognition and dictation
  • Tablet and touchpad interfaces

These devices may be interfacing with Comcast products via:

  • Infra-Red (IR)
  • Bluetooth
  • WiFi
  • USB/Firewire
  • Coaxial/Composite Cabling
  • Legacy Parallel/Serial port connections
  • Custom cabling, hardware and software solutions

Assisting Customers Using Third-Party Assistive Technology

When assisting customers using assistive technologies to interact with Comcast products and services, it is important to discover and note the following. Collect this information for any calls regarding the use of third-party assistive technology and include it in any Remedy tickets.
  • What type of device is in use?
    • Make, model, software revision, approximate age and install date.
  • How are their devices connected to Comcast products or devices?
    • Cabling, line of sight, Bluetooth, etc.
  • Has it ever worked with the Comcast product? Is this a new installation?
  • Does it continue to work properly with any other devices or resources?
  • At what point did the problem first occur?
    • Collect approximate dates and times to rule out environmental issues such as local weather, lightning strikes, etc., and to check against recent Comcast software/firmware updates which may have been pushed to their devices.
  • Have they updated or changed their configuration in any way?
    • Updated any software, hardware or connections.
    • Installed anything that the customer might believe to be irrelevant or unconnected to the problem.

Do not expect customers to be using the latest assistive technology. Many legacy devices and connections exist and remain in wide use.

Escalations Path for Research and Resolution

If a solution cannot be reached through basic troubleshooting, i.e., reverting to last-known-good state, verifying cabling/connection is correct or verifying that any peripherals work with non-Comcast devices or products as before, an escalation may need to be created to research the problem.
  • Advise that this may take time, but do not provide any estimates or a timeline for resolution. Instead explain that you are taking ownership of the issue, and will keep in contact with them until a solution is reached.
  • Create a trouble ticket to Advanced Troubleshooting for Tier 2 research and follow up with the customer as necessary.
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Find this article at:

https://www.xfinity.com/support/cable-tv/support-for-third-party-assistive-technology/

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