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INFURIATED! ... "The subscriber is not in service"

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INFURIATED! ... "The subscriber is not in service"

July of 2013 - Signed up to have cable and internet service at my apartment.


January 2014 - Received a letter from Comcast stating that they "mistakenly" included too many channels in my package. They were taking away several cable channels (including cable news channels and things like E, HGTV, etc.)... If I wanted those channels back, I'd need to upgrade and pay more.


May 16 - After doing without cable news for several months (I was boycotting the bait and switch recommended service changes), I called to upgrade. I was told that in order to avoid paying upwards of $40 per month, I would need to add phone service and subscribe to a "triple play" package. I said okay. The woman made the changes and then we hung up.


May 16 - Called the telephone number that I was assigned and received a recording that says, "The subscriber you have called is not active," even though I can see that the service is active on the Comcast website. This goes on for four hours. I called Comcast again and was told my problem was typical, and that I'd only need to wait up to 24 hours before it would start working.


May 18 - I waited, but still no service. I'm receiving the same error recording. Called Comcast again. Now I'm told that I originally needed to "verify" my purchase on May 16, and now I'm transferred to another automated system for a five-minute verification. After verification, it's still not working. Called Comcast again. Transferred to two different reps. Told to wait a while longer for the verification to "cycle through the system".


May 20 - Still no service. Called Comcast again. This time, I'm told that I'll need to talk to the "activations" department. Talked to three reps on this call. Went through activation with modem reset. Told to wait up to two hours. STILL NO SERVICE after talking to three people and after waiting. Same error message when I call my "new telephone number": "The subscriber is not yet in service".


May 22 - Called tonight and talked to two people. I became very upset with the second rep because she said that she would need to transfer me to ANOTHER person because she was not able to help me, even though she's in the (GET THIS!!!) "troubleshooting" department. When I refused to talk to YET ANOTHER PERSON and began to DEMAND a manager, the "troubleshooter" hung up on me.


Who do I need to talk to about this? I am SO EXTREMELY FRUSTRATED and I REFUSE to call and talk to a twelfth, thirteenth, and perhaps fiftieth employee. This is ridiculous!!!!!

Gold Problem Solver

Re: INFURIATED! ... "The subscriber is not in

When you can't resolve a problem using the regular customer service channels, send an email to "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
    A link to your post

A Comcast problem resolution specialist should contact you to follow up. They seem to be quite a bit sharper than the regular phone or chat customer service reps. You can also reach this group on Twitter (https://twitter.com/ComcastCares/), on Facebook (https://www.facebook.com/Xfinity), and in the DSL Reports Comcast Direct forum (https://secure.dslreports.com/forum/comcastdirect).

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