aquilac's profile

New Poster

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2 Messages

Fri, Dec 11, 2020 7:00 PM

Transferring Service. Phone and Store Comcast Agents say my new address is “non-servicable”

Hello,

I have been trying for two days to get a solution as to why someone cannot unblock my new address so I can transfer service. I’m being told three different things by comcast agents.

I called Comcast to transfer service since I am moving in a few days. The representative on the line said my new address is blocked from getting service because someone who used to live at that address had a delinquent bill. Whoever it is has no relation to me. He transferred me to another agent.

This agent tells me he cannot unblock my address. He says it shows up as “non-servicable” even though other units in my apartment can get Comcast service. He tells me to go to my local Comcast store to resolve the issue and bring my current lease and ID.

I go to the Comcast store the next day and the agent I spoke with could not resolve my issue either. He says my unit is technically serviceable since other units in my building can get service, but he cannot unblock it himself. He said he had a ticket created so the right department could unblock it. He told me he would call or text me that same day and he never did.

I call Comcast again and the representative I get tells me she cannot unblock my address. I had to explain to her what the other reps said, that my unit can get service but it is blocked. She confirms this and sees other units in my building can get service, and she says Billing has to unblock my address. She said she could not see the ticket the previous rep claimed to make. She made her own ticket and she says it will take 3-5 business days for a response. This is unacceptable. I rely on the internet for work. And in the past, a Comcast ticket has been useless in solving my issues.

Please unblock my new address. I have no relation to whoever had a delinquent bill there. Thanks.

Responses

Again

Expert

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25.8K Messages

6 m ago


@aquilac wrote:
Hello,

I have been trying for two days to get a solution as to why someone cannot unblock my new address so I can transfer service. I’m being told three different things by comcast agents.

I called Comcast to transfer service since I am moving in a few days. The representative on the line said my new address is blocked from getting service because someone who used to live at that address had a delinquent bill. Whoever it is has no relation to me. He transferred me to another agent.

This agent tells me he cannot unblock my address. He says it shows up as “non-servicable” even though other units in my apartment can get Comcast service. He tells me to go to my local Comcast store to resolve the issue and bring my current lease and ID.

I go to the Comcast store the next day and the agent I spoke with could not resolve my issue either. He says my unit is technically serviceable since other units in my building can get service, but he cannot unblock it himself. He said he had a ticket created so the right department could unblock it. He told me he would call or text me that same day and he never did.

I call Comcast again and the representative I get tells me she cannot unblock my address. I had to explain to her what the other reps said, that my unit can get service but it is blocked. She confirms this and sees other units in my building can get service, and she says Billing has to unblock my address. She said she could not see the ticket the previous rep claimed to make. She made her own ticket and she says it will take 3-5 business days for a response. This is unacceptable. I rely on the internet for work. And in the past, a Comcast ticket has been useless in solving my issues.

Please unblock my new address. I have no relation to whoever had a delinquent bill there. Thanks.

In order to get them to unblock your address you're going to need to take your lease or a utility bill and a photo ID down to the store to prove you're the new tenant.  You should then be able to get service started.  The block is because the previous tenant has not paid their bill.

New Poster

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2 Messages

6 m ago

I did this. I took my lease and ID at my local store and the representative at the store could not unblock it himself. He said he made a ticket and he would call me later that day to tell me the status but he never called me back. I spoke with another rep over the phone and she could not find the ticket he created.

Official Employee

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2.5K Messages

6 m ago

Hi there! So sorry to hear about the troubles you've run into with trying to transfer your service to your new address. Moving is stressful enough already! You've come to the right place for support. I can help by making another attempt at locating the previous ticket that was supposed to have been created and if need be, I can manually open one for you. We can work together and stay in touch throughout the process. Here is a link for residency proof: https://comca.st/2Wt7TS4. There is a strong chance I will need to add it to the request. To get started, please send me a PM with your first and last name and we will get back to you as soon as possible. 

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.  

 

I look forward to hearing from you and helping out!

 

SarahMdr39

Frequent Visitor

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10 Messages

6 m ago

Have you tried speaking to the owner of the home to confirm that the previous tenant has moved and not present in the home and you are the new tenant ? That might help when contacting customer service via computer so you could attach a document and then follow up with that support person ? I wish you luck ! 

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