Visitor
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2 Messages
Having trouble getting proper service
Moving dad from his house to a retirement home. The retirement home had a basic comcast setup, but we wanted a dvr and a landline. Have been on the phone with customer support for hours a different times. Have been to the store at least 5 or 6 times. It's always the wrong box or it's the right box and it's not working. A service technician came out once and spent 3 hrs, but by the time he left nothing worked. We have been told multiple times that you need to go to the store by customer service over the phone only to get to the store and they say they don't do that you have to get customer service.
I really can't understand why this is so hard. Nobody at Comcast we have talked to knows what they are talking about, but say they do. And to top it off they get indignant with us for picking up the wrong equipment. (It's what you gave us). I did get word from others at the home that eventually they gave up.
Ridiculous.
Now we are still trying to get the landline, but the need to send a baby boomer technician because no one knows anything about it. (Their words, not mine.)
How do we get this fixed? We are many hours and trips into it. I don't want to talk to a nice Indian girl for 2 hours and get no where anymore.
XfinityAirelle
Official Employee
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3.4K Messages
6 hours ago
I can definitely understand your frustration. Moving a parent into a retirement community is stressful enough without having to make multiple trips to the store, spend hours on the phone, receive equipment that doesn't work, and still not have the services you ordered.
One thing that may be contributing to the confusion is that many retirement communities have bulk or community-managed Comcast agreements. In those situations, the account setup, equipment eligibility, DVR options, phone service availability, and provisioning process can differ from a standard residential account. Unfortunately, that can sometimes lead to conflicting information if the account type isn't identified correctly from the start.
Before we dig into the account details, can you confirm whether your father's TV service is provided through the retirement community's bulk agreement or if he has his own individual Xfinity account at the facility? If you're not sure, the facility's management office may be able to confirm that.
If the service should support a DVR and Xfinity Voice but the equipment and provisioning still aren't working correctly, we'll likely need to review the account, equipment, and previous technician activity.
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user_5xbh0t
Visitor
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2 Messages
6 hours ago
Update- the same technician came out and doesn't know if he can fix the phone part because it "failed self install".
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