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Can't manage your account online? Getting an error?

Cable Expert

Can't manage your account online? Getting an error?

Getting this error? 


We're sorry, it looks like you'll need some help completing your order.

Please call us at 1-877-680-7173 and we can help.


 It's a known issue.

 

It's inconvenient, but it's nothing nefarious. They have been making some changes to their system and have been working the kinks out. It's a critical system so they need to make sure it's working properly before it goes live.

 

If you don't want to call, an employee here can help you -- no pressure. 😎 All you need to do is start your own topic in the customer service forum.

 

Comcast expects the repairs to be completed in early 2018. 

 

Last update 1/20/18 by nerdburg




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Frequent Visitor

Re: Can't manage your account online? Getting an error?

This would be nice, but there's a problem.

 

  • You go online to make changes to your account, you get the error message and a phone number to call.
  • You make the call, and you either get (a) a rep from another country who can't help you because you can't understand each other, (b) a sales pitch, or (c) directed back to the website. 
  • You come to the forums and are told to PM one of the employees.
  • You try to PM one of the employees, and you're told you can't because you're a new poster.   And since most people (like myself) are going to be new posters since they'd have no other reason to visit the forums if they don't have a problem, it's really not all that much help. 

I've never seen a company make it this difficult to purchase their services.

 

 

 

 

Service Expert

Re: Can't manage your account online? Getting an error?


emhamilton wrote:

This would be nice, but there's a problem.

 

  • You go online to make changes to your account, you get the error message and a phone number to call.
  • You make the call, and you either get (a) a rep from another country who can't help you because you can't understand each other, (b) a sales pitch, or (c) directed back to the website. 
  • You come to the forums and are told to PM one of the employees.
  • You try to PM one of the employees, and you're told you can't because you're a new poster.   And since most people (like myself) are going to be new posters since they'd have no other reason to visit the forums if they don't have a problem, it's really not all that much help. 

I've never seen a company make it this difficult to purchase their services.

 

 

 

 


Never PM an Official Employee or Expert unless requested.  Sending an unsolicited PM is a violation of Forum Guidelines.  Please read this post.

When you send an unsolicited PM to an Official Employee requesting help or information you are keeping that OE from helping other customers that have responded to the OE's request and who have probably been waiting quite a while for help.  This is a public customer-to-customer forum and we ask that you post your problem in the open so that you can receive the maximum help possible as quickly as possible.

We thank you for your understanding.

 




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Cable Expert
Moved:

Re: Can't manage your account online? Getting an error?

This is a placeholder for a post that was moved to a secure location because it violates the forum guidelines.

Regular Visitor

Re: Can't manage your account online? Getting an error?

Yesss!!! Soo true—thanks for saying it because it is the most frustrating thing in the world...
Contributor

Re: Can't manage your account online? Getting an error?

I guess I'm not the only one having this problem... 

 

 

Cable Expert

Re: Can't manage your account online? Getting an error?


wrote:

I guess I'm not the only one having this problem... 


No, not at all. I get it too. You can always get help by asking for help in the CS forums. 




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Contributor

Re: Can't manage your account online? Getting an error?

That's what I'm trying to do! 

 

 

Official Employee

Re: Can't manage your account online? Getting an error?

@TiredCustomer42 - I got your private message, thank you for sending your information. I will review your request and reply asap. 


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New Poster

Re: Can't manage your account online? Getting an error?

How long does it take to fix a critical system? I have seen people complaining of this issue in 2017. The expected date given here was early 2018, and it is almost April. I doubt that this is going to be resolved anytime soon. 

New Poster

Re: Can't manage your account online? Getting an error?

Same problem here. Called today and was told it's simply not possible to see the options available for your account online "for competitive reasons". I wasnt aware Comcast competitors were logging into my account. I suspect too many people are downgrading their services. I said you're telling me it's time to look for alternatives. They basically said "yep, sorry". I don't want to be abusive to Comcast employees who have no control over this but these business practices are absolutely deplorable. I wans't going to simply cancel most of my services but without an option to review what's available I'm not sure what other choice there is.

Frequent Visitor

Re: Can't manage your account online? Getting an error?

You misread my post. 

 

My third bullet point specifically said "...and you are told to PM one of the employees."  I never said anything about PM'ing an employee unsolicited. 

 

The problem is that going through the forums is a painfully slow process.  You yourself said that other people "have been waiting quite a while for help", which is likely by design to steer you to the phone and therefore the associated sales pitch. 

 

If I were to tell my boss that it would take 3 months and counting to get a critical system up and running, I'd be looking for a new job.  Especially if said critical system has been down for multiple years.  This makes me believe that the promised "changes" are not (and likely never were) coming, and the post claiming that the system being down is by design is much closer to the truth. 

Frequent Visitor

Re: Can't manage your account online? Getting an error?

The truth? With the business practices in place I am not sure that it even exists and if it does that someone there can find it. They are a wonderful example to use in college courses when teaching quality, customer service, information systems, the list goes on and on. Unfortunately, not much is positive. In today's day and age, problems should be solved quickly. However, as you have mentioned, the solution process is slow and tedious. If the environment was truly competitive and not monopolistic it would be a completely different story.
New Poster

Re: Can't manage your account online? Getting an error?

I have a Comcast Business account but I too can't change my plan online. I'm disabled and holding a phone up forever (as any utility call would often require) is difficult right now. I just need to see if I've got higher speeds available - especially upload. I need to view our security system cameras from home, and what we've got now isn't cutting it. Thank you!
New Poster

Re: Can't manage your account online? Getting an error?

Xfinity I'm very disappointed  

1- I can't manage my Plan online this  has been going on years ago. 

2- I Called customer service to have  my address change to a new location the rep send me text to confirmed my address change so they won't shut off my service I agreed then they send me an email comfirmation order few days later Xfinity shut off my service so they did it anyway.

3- Does anybody knows when Google Fiber will be in PA ?

 

 

 

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