Visitor
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4 Messages
Another ADA issue with Comcast service.
So my frustration with Comcast continues. I'll try to keep it brief. (Another ADA complaint)
Comcast is the only utility connected to our home for communication. No other option is available.
I have a progressive tremor disorder (gets worse with time). I shake a lot, so I can't use touchscreen devices and sometimes regular stuff too. If I'm stressed it gets really bad and almost impossible.
Currently, I use Amazon Alexa voice control to assist me with things. I set
up my contacts and everything and tried to make an outgoing call using my voice. I need this ability, in case I fall (which I do a lot) so I can get help. Either an individual or even 911 in a bad situation. It didn't work. Comcast blocks that ability.
Naturally, I called them and said "This HAS to work." After a lengthy back and forth, they suggested I install a security system to do that. I said,"Won't that get blocked too?" The representative said, "No, not if you have it professionally installed. It works with the router and internet."
Fast forward. We have a Ring system installed because it is owned by Amazon and will work well with Alexa. and...you guessed it. Comcast blocks that as well. We're out the money for an expensive install.
So I complain to a friend and he says "They can't do that! It can't be true!" He looks it up, and it's a thing. Comcast has proprietary tech that blocks your outgoing "land line" so you can't use a voice assistant. Now the question is why? Because they sell their own brand of home security and want you to buy it? I have no idea.
Naturally, I call them again. All the representatives get extremely dodgy on the phone and won't help, and won’t give me an email contact at Comcast to help figure out a solution.
As far as I know, no other company blocks voice assistant features of another company, but I'm stuck with Comcast.
Any suggestions? This is for my safety when I'm alone and is a very big deal.
My wife is suggesting we get a lawyer, but I don’t know where to start. It just seems wrong.
XfinityJanelle
Official Employee
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1.3K Messages
1 year ago
Hi @user_3ee229 Unfortunately, you can’t ask Alexa to call emergency services in most cases. In the US this is due to regulatory compliance — FCC rules require that 911-capable devices provide both location data and a callback number. As the Amazon Echo and Ring devices only use the Internet service to make calls, we are not blocking any communications. This is a feature that is not provided by Xfinity or Amazon for their devices.
With the Alexa Terms of Use:
1.4 No Access to Emergency Services. Alexa Communication are not a replacement for traditional two-way telephone or mobile phone service, and do not function as such. You acknowledge that you cannot use Alexa Communication to access emergency services, such as 911. Alexa Communication are not designed or intended to be used to send or receive emergency communications to any police, fire department, hospital, or any other service that connects a user to a public safety answering point. You should ensure you can contact your relevant emergency services providers through a mobile, landline telephone, or other service.
We recommend reaching out to Amazon and Echo support teams to see if there are any features that may assist you better as that is their product and would be the experts on their product. We are not blocking emergency services from your online connected devices. If you need further assistance with your Xfinity Voice services please let us know. We are here to help.
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user_1827eb
1 Message
1 year ago
Yes this is common. Comcast doesn't care about your issue. I spent 2 hours on chat, because there is NO PHONE NUMBER FOR AN AMERICAN CALL CENTER. Pooja (Yes that's his name) was not able to help after 2 hours. He closed the chat. My Dad has no access to 911 services. Comcast does not care.
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