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Wednesday, May 22nd, 2024 11:09 AM

Transfer of Service

Hey Tom,

Your system needs revamping! Here’s my complaint.

Hi Tom,
 Have you ever tried to access help from Comcast? I’ve been a loyal customer but can’t transfer service . It’s been so frustrating. I think you could learn from my experience. I like Comcast products but cannot understand why the transfer of service is so difficult, if not impossible. If Comcast didn’t have a near monopoly I would go elsewhere.  I plan to bring up this near monopoly with the feds. I’ve been there before and now that I am Retired I have the time to address it appropriately. 

Respectfully,

[Edited: "Personal Information"]

This post was created from this comment on different post

Official Employee

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1K Messages

22 days ago

Hello, @user_pv1lxl! Thank you for leaving a comment with your concerns on this user's post. We've converted your reply to its own post in order for our Digital Care Team to properly address your questions and concerns as quickly as we can. I'm sorry to hear about the trouble you've had with transferring your service. May I ask what method(s) you've used so far in an attempt to transfer services? A great place to start is our moving link, here. Please let me know if this helps! And if you need our assistance, we're happy to look into things further for you :)

6 Messages

Hi Sara, Thank you for addressing this issue and setting up my post.

I  started the transfer on May 13 using the app.  When I submitted I was told I must speak with an agent. 
I connected with an agent who told me I was all set for a service transfer to my new address on the date I requested May 20. There was a promotional discount for 2 years actually saving me money on the same plan. 1 GB. 

May 20 I attached my net gear cm1000 modem and orbi router to the cable in the main room.  No internet. I had numerous chats and three calls with tech. Lots of time spent and no service still. 
I was told my modem was out of date and I need a new one. I ordered one on Comcast’s approved list and had it sent overnight. The phone tech set an appointment for 8-10 am on the 21st with a tech visit to my house. 
the tech went to my old address and then canceled the visit. 
I called as soon as I realized what had happened, about 8:40 am. 
I spent more time being passed around to various specialists and finally came to point where I still had no service and now no tech visit. 
A couple hours later on the 21st still I tried a chat again. Harika was helping me and said she had it all worked out.  At the very end of the chat she informed me I was out of footprint.  
I checked the availability site and it shows it’s available. 
I noticed the site offers two addresses:

[Edited: "Personal Information"]

and

[Edited: "Personal Information"]

the “Pl” shows available while the “Place” is out of footprint 

[Edited: "Personal Information"]

I  next chatted with Emma. She was adamant I was now a new customer and would bring higher prices not lower prices for the same service. 
I requested contact from a supervisor. She told me one would call back in 15-20 minutes. That was yesterday and I have not received a call. 

can you help me transfer service to my new address? Same plan with the discount is was originally offered?

thank you

(edited)

Official Employee

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894 Messages

@user_pv1lxl It's our pleasure to help out! We are the right team for the job. I see in our system as well exactly what you are stating where PL has a location, but Place does not. I can work with my addressability team to have that corrected, but with PL showing a location on this side we should be able to proceed and set up an appointment for the installation. Since the location is showing never activated, a professional installation is required. I know we are a couple of days already behind from when this needed to be completed, but I assure you we will have it scheduled asap! I know how vital the services are for our customers. For the modem, the CM1000 is still a vailid device, but it is not supported for the gigabit speed. I believe that is why you were advised a new modem is needed. No worries, we will sort that out as well. 
Please send us a direct message with your name and current service address. (Your previous address) From there we will send a verification code and work to have the services moved over properly and installed so that there are no additional issues. 
To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat. 
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

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

6 Messages

Hi I may have not sent the direct email correctly. Is there still activity working on my transfer.?

Official Employee

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1.1K Messages

 

user_pv1lxl Hello! Please meet us back in Direct Message so that the details of this conversation remain private since we are attempting to help you transfer services.

 

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

6 Messages

Hi, 

 6 days of contact and working through many levels of support, I still have no transfer of service.

i was given an appointment for this morning 7:30- 8:30 and now its 8:41.

i texted the chat assistant and was told I had no appointment. Yet, I have a confirming email.

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