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Cannot get phone service

New Poster

Cannot get phone service

My phone and fax service (which I have had for 18 years) was abruptly discontinued after I changed my internet package.  It has now been 3 days, 6 phone calls (waiting about 30 minutes for each one), 7 chats with Comcast personnel, all of whom only tell you how they are going to solve your problem or call you back and they never do.  We now have 5 different excuses about what is wrong but no one seems to want to fix the problem.  They merely use their internal jargon ("your 'ticket' has been elevated to...").  It does not seem unreasonable to ask a company to do their job and fix a problem that their own technician who visited our house indicated was Comcast's problem in their central location and not a problemin our home.  Verizon is looking better all the time.

Gold Problem Solver

Re: Cannot get phone service

Since the front line troops haven't been able to help you, send an email to the team at "we_can_help@cable.comcast.com". Include:

    Account number
    Full name
    Service address
    Best contact phone number and best time to call
    A description of the problem

One of their problem resolution specialists should contact you to follow up, usually by phone. They seem to be quite a bit sharper than the regular reps.

You can also reach this group on Twitter at https://twitter.com/ComcastCares/ and on Facebook at https://www.facebook.com/Xfinity.