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user_a6idiy
1st Topic

5 Messages

Wednesday, April 10th, 2024 12:11 PM

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Account Manager

I have been trying to get Wifi installed for a Pool area in my Apartment complex. I have called in several times over the last month and spent about 9-10 hours on the phone. I am getting the run around. No one has been able to help me. I am part of the Board of Directors. Our bulk contract states that we would be getting free wifi for our pool area. When i call in the person either says the address is wrong and cannot be located in the system or that I need to speak to my Account Manager. I do not know who this person is. Who can I call to get this resolved. I'm ready to cancel the entire bulk account. This experience has been horrible.

Question

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Updated 

1 year ago

124

2

0

XfinityFrank

Official Employee

 • 

1.3K Messages

1 year ago

Hello there, user_a6idiy! Thanks for reaching out here on the Community Forum! The service you are referring to is called  Common Area WiFi. In order to initiate that service, the account holder for the bulk account at your complex would indeed need to reach out to us. I am sorry to hear you had a bad experience calling in, that is defintely not what we want for you! My suggestion would be to reach out to the rental office at your location and let them know that you are looking for WiFi at the pool. They may already have a contact point, but if not, they can go to this link : https://www.xfinity.com/multifamily/products and click on "Get in touch about Managed WiFi" to get to our webform and get the ball rolling! 

 

1

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user_a6idiy

5 Messages

@XfinityFrank​ 

As I mentioned I am on the board of Directors. The name on the account is the name of the Community. There is no rental office. I called again just now, and they are now telling me that I need to speak to someone in the "Master Bulk Department". I haveto wait for a call back from them. This is beyond ridiculous!

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

1 year ago

 

user_a6idiy, even with the name of the account being the name of the community, there should be a designated person or persons for contact. It would normally be whoever created the account at start if you know who that person would be. If you are not sure yourself, perhaps you could inquire with the other directors on the board and see if they may be able to review the paperwork involved with the bulk agreement and figure out who the account handler is. That person would need to be involved to initiate any changes or additions when speaking with the bulk department.

 

6

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user_a6idiy

5 Messages

the only name on the contract is that of a upper level manager that signs the contract. I have brought the name up to a Rep and was told they would not be able to help. there is no account representative. The other members do not have a Point of Contact within Comcast. The process should not be this difficult. Spending this many hours on the phone and getting the run around for over a month is not the way any business should treat customers. 

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

I can understand where you are coming from, user_a6idiy, and I want to make sure you have the appropriate information. In order to make changes or additions to the account, in a bulk situation, the designated account handler would need to be authenticated to do so. I would highly recommend that you make contact with the manager you mentioned that signed the contract, so they can reach out to us and request this addition. Using the link I provided would be the best way for them to get started. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_a6idiy

5 Messages

@XfinityFrank​ there is no contact information for them. only a signature. 

1 year ago

0

XfinityFrank

Official Employee

 • 

1.3K Messages

 

user_a6idiy, besides the board of directors, is there any way for you to contact the property owner? They should be able to let you know who is responsible for the property and/or who is making the payments. That would likely be the contact point. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_a6idiy

5 Messages

@XfinityFrank​ I know who is making the payments. I have a copy of the Bill. Our treasurer receives the bill each month. I am one of the property owners as well as a Board Member. The problem is not with us. We can't get support from Comcast period. No one is able to assist us. Why is it that Comcast can't have someone else assist us?

1 year ago

0

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