Baffled by comcast

[Greenman]

Comcast supplies my home phone service, a voice line and a fax line for my business. A few days ago my fax stopped working, so I called my fax line and got a message recorded in Spanish, odd as my fax has no answering machine and I don't speak Spanish. I called Comcast and they said I didn't have a second line, I pointed out that I do indeed have two lines, as both numbers are listed on my bill. They insisted that my second phone number wasn't in the comcast system.

It appears that my number was transferred outside the Comcast system by accident. No one at Comcast seems to have any idea what to do, other than transfer me to another department whenever I call, and their billing department insists that I have to pay for the phone line as it's never been disconnected.

To say Comcast customer service sucks is a vast understatement. Several hours on the phone have netted me exactly nothing. The last call got me a promise that the person that knows how to solve the problem will be calling me back within 24 hours. That time is nearly up, and I'm wondering what I should do next. I need that fax number, I've had it for years and everyone I do business with uses it.

Help me AT, you're my only hope.

Clifs:
Comcast mistakenly turns my phone off and gives the number to someone else.

 

[Baked]

You're screwed.

 

[olds]

You're screwed.

Be ready to battle.

I've always owned my own modem and at some point, they start charging me for a rental modem. It's happened at least three times.

We have auto pay and we don't always check the bill. The last time it was on there for about 6 months and they said they could only refund 2 months.
They screwed it up and didn't want to fix it. I had to get a manager. They fixed it and I cancelled TV with them. They said if I don't have TV with them, they'll charge more for internet. I told them that was fine because as soon as something else became available I'be be cancelling their internet too.
But the only other option right now is 3 MB DSL. No wai!

 

[DCal430]

Be ready to battle.

I've always owned my own modem and at some point, they start charging me for a rental modem. It's happened at least three times.

We have auto pay and we don't always check the bill. The last time it was on there for about 6 months and they said they could only refund 2 months.
They screwed it up and didn't want to fix it. I had to get a manager. They fixed it and I cancelled TV with them. They said if I don't have TV with them, they'll charge more for internet. I told them that was fine because as soon as something else became available I'be be cancelling their internet too.
But the only other option right now is 3 MB DSL. No wai!

We had the same issue. We signed up for it when it was Comcast@Home and comcast sold our area to ATT, when when that happen ATT claimed were renting their modem, took forever to get it fixed. Next thing you know ATT is sold to Comcast and we have Comcast again and bam Comcast thinks we are renting a modem. Again it took months to fix.

 

[hclarkjr]

Comcast supplies my home phone service, a voice line and a fax line for my business. A few days ago my fax stopped working, so I called my fax line and got a message recorded in Spanish, odd as my fax has no answering machine and I don't speak Spanish. I called Comcast and they said I didn't have a second line, I pointed out that I do indeed have two lines, as both numbers are listed on my bill. They insisted that my second phone number wasn't in the comcast system.

It appears that my number was transferred outside the Comcast system by accident. No one at Comcast seems to have any idea what to do, other than transfer me to another department whenever I call, and their billing department insists that I have to pay for the phone line as it's never been disconnected.

To say Comcast customer service sucks is a vast understatement. Several hours on the phone have netted me exactly nothing. The last call got me a promise that the person that knows how to solve the problem will be calling me back within 24 hours. That time is nearly up, and I'm wondering what I should do next. I need that fax number, I've had it for years and everyone I do business with uses it.

Help me AT, you're my only hope.

Clifs:
Comcast mistakenly turns my phone off and gives the number to someone else.

try this forum here https://secure.dslreports.com/forum/comcastdirect it is staffed by comcast, i have seen them help people out in similar situations like yours

 

[AnonymouseUser]

Help me AT, you're my only hope.

The only reasonable thing to do here is to transfer as much service away from Comcast as possible. Don't give them another chance to "make things right", just switch. This is a typical screwup for them, and until people take their business elsewhere, they won't fix anything.

 

[Greenman]

The only reasonable thing to do here is to transfer as much service away from Comcast as possible. Don't give them another chance to "make things right", just switch. This is a typical screwup for them, and until people take their business elsewhere, they won't fix anything.

Its a great idea, but for internet service, there really isn't an alternative. Phone will have to go back to ATT, TV will have to be dish.

 

[Greenman]

try this forum here https://secure.dslreports.com/forum/comcastdirect it is staffed by comcast, i have seen them help people out in similar situations like yours

I'll try that, thanks.

 

[AnonymouseUser]

Its a great idea, but for internet service, there really isn't an alternative.

Understandable, which is why I said "as much as possible."

Phone will have to go back to ATT, TV will have to be dish.

Why does phone have to be ATT? You are using Comcast VoIP now, no reason you can't still do VoIP.

 

[Greenman]

Understandable, which is why I said "as much as possible."



Why does phone have to be ATT? You are using Comcast VoIP now, no reason you can't still do VoIP.

Honestly, I never really thought about it. But you're right, just cause I'm stuck with comecrap for cable doesn't mean I have to go back to twisted pair for phone.

It appears that someone outside of comcast now has my number, and my guess is they can't get it back, so I'm going to have to contact everyone I do business with and give them the new number. I'll also have to have new cards and other hand out material reprinted. I'm going to ask for compensation for all of that.

If Comcast refuses to pay my costs, can I reasonably say that by giving away my phone number that my contract with them has been breached and dump them? I signed a two year deal in return for a lowered price.

 

[sze5003]

I can say that the regular cs sucks. Their business class service support is much more flexible and helpful. Your going to need to be firm. My net was down 2 days when I got my own modem but since its business class internet, they resolved it quickly.

 

[Anubis]

contact your local news and have them do a story about how comcast sucks. that may get them off their asses

 

[KentState]

Be ready to battle.

I've always owned my own modem and at some point, they start charging me for a rental modem. It's happened at least three times.

We have auto pay and we don't always check the bill. The last time it was on there for about 6 months and they said they could only refund 2 months.
They screwed it up and didn't want to fix it. I had to get a manager. They fixed it and I cancelled TV with them. They said if I don't have TV with them, they'll charge more for internet. I told them that was fine because as soon as something else became available I'be be cancelling their internet too.
But the only other option right now is 3 MB DSL. No wai!

Comcast pulled the same thing on me twice. At one point they stated I had to provide proof that I purchased the modem. Took about 10 calls to get it fixed, but they refunded me 10 months of rental charges.

 

[Anonemous]

Yea, I remember it took 3 months of calling just to get a $80 refund from Comcast. As for voice calls, I just transferred a landline to VOIP goodbye crappy AT&T! ($40/mo for basic service).

 

[Greenman]

Update.

28 hours after my promised call back, I called comcast again. First they told me to call tech support for my fax machine, because that was the problem. I got a little loud and made them understand the phone line was dead. This time it only took about half an hour for the fellow to decide that he couldn't do anything, so he informed me that my issue was being forwarded to the "highest level" of tech support. I was assured that someone with broad problem solving skills would be contacting me within two hours, that was yesterday afternoon, still no call back.

 

[thebestMAX]

Heh, my sympathy. Ive fought with Comcast for years.

Still have their Inet and TV for many reasons I wont go into here.

Their phone service sucks. Like you are on a walkie talkie with some folks, you almost have to say "Over".

We have Vonage now and for us it works great. No difference from ATT land line except a lot cheaper and all the bells and whistles included.

My biggest advice to you, dont let them touch your credit card or bank account. Pay manually monthly. They seem to worry about you more then.

 

[hclarkjr]

Update.

28 hours after my promised call back, I called comcast again. First they told me to call tech support for my fax machine, because that was the problem. I got a little loud and made them understand the phone line was dead. This time it only took about half an hour for the fellow to decide that he couldn't do anything, so he informed me that my issue was being forwarded to the "highest level" of tech support. I was assured that someone with broad problem solving skills would be contacting me within two hours, that was yesterday afternoon, still no call back.

have you made post in the forum i linked too?

 

[KK]

Years ago when I had comcast , I had an issue where my number was double assigned. I forget the exact details of it since it was 10+ years ago. But basically I had the number first and then either them or someone else(BellSouth) gave the number to another person. I would get certain calls and the other person would get calls to based on the area the incoming call was originating. This was pretty soon after comcast split off from at&t, so we knew some higher ups in comcast but they still couldn't get it resolved, ended up just getting a new number.

 

[vi edit]

Do you have a local comcast office? I'd probably head there tomorrow and start chewing through CSR's until I got somebody that could provide some accountability for the problem.

 

[Greenman]

have you made post in the forum i linked too?

Not yet. I've been reading a bit to see what it's all about. I will be posting there.

 

[Greenman]

Do you have a local comcast office? I'd probably head there tomorrow and start chewing through CSR's until I got somebody that could provide some accountability for the problem.

I went into the local office once. There was a fellow at the door taking names because the line was to long to fit inside the office. He said the wait was around an hour. I left and haven't been back since.

Comcast service is just about the worst I've ever seen. I've come to understand that having someone call you back is what they do to get you off the line. I'm going to try the forum that was posted a little ways back, and start looking into new providers. I think I'm safe in assuming that everyone provides better service than comcast, and from the little reading I've done, most have better prices.

 

[JEDIYoda]

Comcast supplies my home phone service, a voice line and a fax line for my business. A few days ago my fax stopped working, so I called my fax line and got a message recorded in Spanish, odd as my fax has no answering machine and I don't speak Spanish. I called Comcast and they said I didn't have a second line, I pointed out that I do indeed have two lines, as both numbers are listed on my bill. They insisted that my second phone number wasn't in the comcast system.

It appears that my number was transferred outside the Comcast system by accident. No one at Comcast seems to have any idea what to do, other than transfer me to another department whenever I call, and their billing department insists that I have to pay for the phone line as it's never been disconnected.

To say Comcast customer service sucks is a vast understatement. Several hours on the phone have netted me exactly nothing. The last call got me a promise that the person that knows how to solve the problem will be calling me back within 24 hours. That time is nearly up, and I'm wondering what I should do next. I need that fax number, I've had it for years and everyone I do business with uses it.

Help me AT, you're my only hope.

Clifs:
Comcast mistakenly turns my phone off and gives the number to someone else.

All I wanted to do was drop my cable TV and keep my internet.
I was told that to do that my internet bill would double...I was not happy!!

I went online and found a e-mail to the director of Comcast customer service...

I e-mailed them and I was contacted twice by women who had the heads up their asses.

So the 3rd time I left a nasty message telling them I would go Facebook and other sites etc...etc...

Needless to say within the hour I recieved a call from some lady who was pissed at me...but within 15 minutes she had dropped my cable tv and my internet did NOT go up!!

 

[Greenman]

So, over two months later and I finally got my fax line back. Comcast was nothing short of a nightmare to deal with. Though in their defense I have to say that the original problem was with 360 Networks. Turns out they took my number using fraudulent information.

 

[The Boston Dangler]

contact your local news and have them do a story about how comcast sucks. that may get them off their asses

this will never, ever happen.

 

[SKORPI0]

Though in their defense I have to say that the original problem was with 360 Networks. Turns out they took my number using fraudulent information.

How did that happen?
For the trouble you had, can you get $ back as compensation?

http://en.wikipedia.org/wiki/360networks

360networks Corporation and its associated companies, all herein referred to as 360networks, was a wholesale telecommunications carrier based in Seattle, Washington, whose entire assets and operations were sold to the Zayo Group on December 1, 2011, and no longer exists as an operating telecommunications company.