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Phone not working for days

New Poster

Phone not working for days

I have no dial tone, and when placing a call to my number, a message plays that the call cannot be completed as dialed, or that the number is no longer in service.  Attempts to access readable voice mail from Comcast In-box results in a message that there is no phone number associated with this account.   Calls to customer service tell me my phone service is connected.

I am being billed for a service I cannot use.  One more example of poor customer service.  

Service Expert

Re: Phone not working for days

pbvincent,

 

The Comcast Team available to the Forums has been alerted to your issue. Expect a reply in this thread or via Private Message.


The Support Forums are "public" forums and you should not post identifiable information - (full name, account number, address, phone numbers & email addresses).  Users of these forums are Comcast customers, the same as you & me and volunteer their time to assist with the issues and/or problems that you may be experiencing. Comcast Official Employees (OE) are identified with RED lettered User Names. Comcast Appointed Experts are identified with GREEN lettered User Names.




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Service Expert
Moved:

Re: Phone not working for days

Frequent Visitor

Re: Phone not working for days

Hello pbvincent--

I have similar problems and the regular Techs won't be able to help you. The Tier 1 Techs go blank after few reboots and they will create a Tier 2 higher level ticket for which you won't probbably get a response but they falsely claim that they will get back to you 24-48 hours.

 

One of the Techs told me to upgrade the modem to the latest DOCSIS 3.0 certified if you have a older modem such as SBV5220. It should be free if you have an older one: I will be testing this tomorrow.

 

However, my permanent solution to this probem is to find a reliable analog land phone line provider and ditch Comcast Voice.

 

fyi: I've been without telephone since Sunday.

 

Administrator
Administrator

Re: Phone not working for days


pbvincent wrote:

I have no dial tone, and when placing a call to my number, a message plays that the call cannot be completed as dialed, or that the number is no longer in service.  Attempts to access readable voice mail from Comcast In-box results in a message that there is no phone number associated with this account.   Calls to customer service tell me my phone service is connected.

I am being billed for a service I cannot use.  One more example of poor customer service.  


pbvincent, I was able to see that your account had a voluntary disconnection of service that was set and was later canceled. This created an issue with the number going into a cancellation status in our end, I was able to see that the account was later re-activated but the phone stayed in a canceled status. The phone was re-provisioned for you on our end, as long as you still have the phone connected into telephone 1 it should be working for you now. -FC




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Administrator
Administrator

Re: Phone not working for days

MerianCroos1, I checked the phone for you and I am showing that everything is showing as active on our end. Are you still having any issues with this? -FC 




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Regular Visitor

Re: Phone not working for days

Had a technician to come out and check.  All is ok now. thanks!

New Poster

Re: Phone not working for days

I did NOT voluntarily disconnect.  The account was put into a disconnect status when I changed the primary account name to mine, after the death of my husband.  I was required to submit a copy of the death certificate in order to do that.  This has been quite a mix up on all aspects.  Now I find that even though I am paying for non-published number, my name and address comes up on a reverse white pages look up.  

Service Expert
Moved:

Re: Phone not working for days

Administrator
Administrator

Re: Phone not working for days

I am sorry for your loss pbvincent.  Usually when a name change happens they might place a disconnection of service on the system and I just wanted to let you know the reason why the issue happen. Can you confirm that the line is working now? I did do some corrections that should have helped. 




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