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TOLL Free numbers not working...

Regular Visitor

TOLL Free numbers not working...

No matter what Toll-Free number I dial (including Comcast's own toll free number) all I get is the 3 tones and "Your call cannot be completed as dialed. Please check the number and dial again"..

 

Below is the transcript from the CHAT I had with Myles (nice person).  Myles indicate that this outage is being caused by an "Upgrade" ((Very poor planning if it truly is)) -

 

What kind of stories are the rest of you hearing?

 

Regards - Randy

 

===============

 

Connected Status: Analyst Myles is here and your issue status is: working
Problem: I cannot dial any toll free numbers. I get the message - Your call cannot be completed as dialed. Please check the number and try again.
End Session
user Randy_ has entered room

Randy(Tue Jan 5 09:49:53 CST 2010)>
I cannot dial any toll free numbers. I get the message - Your call cannot be completed as dialed. Please check the number and try again.

analyst Myles has entered room

Myles(Tue Jan 5 09:49:57 CST 2010)>
Hello Randy_, Thank you for contacting Comcast Live Chat Support. My name is Myles. Please give me one moment to review your information.

Myles(Tue Jan 5 09:50:08 CST 2010)>
I am here to provide you with the best customer service. I will be delighted to assist you with your concern. By the way, how are you doing today?

Randy_(Tue Jan 5 08:50:29 CST 2010)>
fine other than I cannot call out on toll free numbers and I need to for my job.

Myles(Tue Jan 5 09:53:14 CST 2010)>
I understand. I apologize for the in convenience this has caused you Randy. May I ask when did this problem start?

Randy_(Tue Jan 5 08:53:56 CST 2010)>
I have been trying for the last 30 minutes to get on my conference call for work and I cannot.  I just tried a local number and it works fine.

Myles(Tue Jan 5 09:56:49 CST 2010)>
I see. Could you please try your conference call again for me Randy and to check for that last time.

Randy_(Tue Jan 5 08:57:23 CST 2010)>
Same thing..  Ge tthe three tones and the message ::  I cannot dial any toll free numbers. I get the message - Your call cannot be completed as dialed. Please check the number and try again.

Randy_(Tue Jan 5 08:58:05 CST 2010)>
I even tried the 1-888-COMCAST number and it does not work

Myles(Tue Jan 5 09:58:56 CST 2010)>
I see. Could I have your comcast account number please so that I could pull up your account and check what is that problem.

Randy_(Tue Jan 5 08:59:42 CST 2010)>
I don't have my account number handy - can you get it from my home phone?  1-612-999-9999?  Otherwise I'll go digging through my mail to get the acct number for you if you need it.

Myles(Tue Jan 5 10:00:33 CST 2010)>
That is okay Randy. Can I have the account number's full name and  address instead please.

Randy_(Tue Jan 5 09:01:24 CST 2010)>
Randall xxxxxxxxxxxxxxxxxxxxxxxx

Myles(Tue Jan 5 10:01:35 CST 2010)>
Thank you so much for that information.

Myles(Tue Jan 5 10:02:18 CST 2010)>
Please give me 3 minutes to check on that Randy.

Randy_(Tue Jan 5 09:02:51 CST 2010)>
okay - thank you

Myles(Tue Jan 5 10:08:58 CST 2010)>
I do apologize for the inconvenience Randy. I just verified that currently Comcast is undergoing system maintenance. I can assure you that there is nothing wrong with your phone line. We appreciate if you would bear with us on this. We are doing this to provide the best service to you and other Comcast subscribers. This will not take long. I can see it in our database that it is scheduled to be fixed within this day. I am sure it will be fixed a few hours from now.

Randy_(Tue Jan 5 09:11:16 CST 2010)>
System Maintenance during a weekday?  Sounds unlikely to me - but I'm sure that's what they are telling you to say.  I manage a very large data warehouse complex with thousands of users and maintenance windows are scheduled far in advance..   I am not at all happy with this.  This is the first time that Comcast digital voice has let me down.

Myles(Tue Jan 5 10:12:25 CST 2010)>
It is actually an upgrade Randy. I am sure that this would be really helpful. I am so sorry for the inconvenience.

Randy_(Tue Jan 5 09:13:12 CST 2010)>
Can you give me any more specifics about this upgrade?  Or was this upgrade triggered by a failure?  

Myles(Tue Jan 5 10:15:15 CST 2010)>
I could not really give you the specifics about the upgrade Randy since my system does not have that information. However, this upgrade will surely not take long.

Randy_(Tue Jan 5 09:17:06 CST 2010)>
I will need to use my Cell Phone for my calls today and that will be expensive since I don't have a lot of mninutes on my plan.  Will this upgrade impact connectivity to the Internet?  Also - I know this is not your fault so I;m not unhappy with you - just unhappy with the project manager at Comcast that has exceptionally poor planning skills.

Myles(Tue Jan 5 10:20:44 CST 2010)>
I totally understand Randy. I am sorry for the trouble. I assure you that I have taken note of this issue and has tagged this on your account. I assure you that if this issue of your still exists by then on, the next representative could give a ticket to investigate this. 

Randy_(Tue Jan 5 09:21:56 CST 2010)>
Thank you Myles.  I hope this is resolved soon.  Will there be any email notification sent out when the maintenance is complete?  If not - there should be...  Thanks again for your help in looking into this.

Myles(Tue Jan 5 10:23:30 CST 2010)>
Thank you too for being patient with me Randy. Not all people could be this gracious and  professional when having this kind of problem.

Myles(Tue Jan 5 10:23:32 CST 2010)>
By the way, Happy New Year to you and your family.

Randy_(Tue Jan 5 09:23:47 CST 2010)>
Thank you and the same to you...

Myles(Tue Jan 5 10:23:57 CST 2010)>
Please do answer a quick survey for me after the chat by clicking the 'END SESSION' button. I would really appreciate if you will. That would really mean a lot to me. Thank you so much!

Myles(Tue Jan 5 10:24:07 CST 2010)>
Thank you for choosing Comcast as your ISP. Comcast appreciates your business and values you as a customer. Our goal is to provide you with excellent service. If you need further assistance, you can chat with one of our Customer Support Specialists 24 hours a day, 7 days a week at http://www.comcastsupport.com/videochat
Regular Visitor

Re: TOLL Free numbers not working...

This has been resolved now.. 

I'd still like to know if this was a planned outage of services or not. 

 

Thanks..

 

Regards - Randy

New Poster

Re: TOLL Free numbers not working...

I'm having this problem today.  This is a very real problem as I'm trying to conduct important business.  What's the deal and when will it be solved???