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.

Responses

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_3ee229

Visitor

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4 Messages

@XfinityJanelle I realize as an employee of Comcast you need to advocate for them. I also am aware of the restrictions you described. However, in this case Comcast was blocking the ability for me to use Alexa's routines over my landline/gateway in any way. Also, I needed the ability to use voice control to dispatch emergency services through my Ring surveillance subscription, not 911 directly.
Comcast did something similar before when they removed the web interface for changing your gateway and account settings and turned it into a phone app only. It screwed over millions of their disabled customers who don't use cell phones, or can't use touchscreen devices, such as myself. So I contacted the FCC, my Senator, Comcast executive team and Comcast disability services, who explicitly advised the executive team NOT to make that decision, and they did it anyway. In the end their solution was basically "Have someone else do it for you over the app on their phone".
I'm not suggesting Comcast is "stealing people's wheelchairs", but they are continuing to make accessibility to vital services more difficult for their special needs customers. It's not right.
Anyway, in the end, after spending hours seeking help I finally connected with a tech specialist via interactive chat. Surya, from India, was very helpful and made some technical changes at the root level to enable my devices to communicate over my landline/VoIP. I just feel bad for the millions of other Comcast customers who will have to go through the same hell I did just to have the ability to communicate in the way they prefer, and the way many other company's services would allow them to easily.

1 year ago

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XfinityJanelle

Official Employee

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1.3K Messages

@user_3ee229 We are happy to hear you were able to get it worked out. We also recommend checking out our accessibility services and support at https://www.xfinity.com/support/accessibility#accessibility. We do have a fully dedicated team to assist customer with accessibility concerns and questions. If you need anything further please let us know.

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1 year ago

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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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user_3ee229

Another ADA issue with Comcast service.

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