Makismom's profile

New Poster

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1 Message

Wed, Oct 14, 2020 10:00 PM

Caller ID Not Working...

We recently got a new modem (our own, not Comcast) and suddenly Caller ID is not working.  New modem works fine with Voice, phone is functional, but every incoming call shows "Out of Area, Private Caller", when that is not the case.  Many of these numbers are people that have called us many times before, but now none are recognized.  I have chatted with agents AND spoken with agents AND have been told THREE times that my ticket has been "escalated to an advanced team" that will call me back.  Not.  Super frustrating to have to start back at square one every time I call...  ugh.  Help!! 

Responses

New Poster

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1 Message

7 m ago

I feel your pain.  Same situation with me.  I was on the phone again and promised it was fixed.  IT ISN"T

chilinux

Contributor

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35 Messages

7 m ago


@Makismom wrote:

 Super frustrating to have to start back at square one every time I call...  ugh.  Help!! 


I have noticed the trend of starting back at square one every time as well.

 

It seems to be even worse when they say they read the notes of the previous tech.  They then make it clear the previous tech didn't actually pay attention to what the problem was or the current tech didn't actually make any effort to read the notes.  Each time, they have then restated the problem in their own words as being something completely unrelated and usually claiming an issue that can be proven not to be valid.

 

My other finding is that Comcast customer service seems to have only 20 minutes to spend on a call.  It doesn't seem to matter if they make any attempt to make progress on the real issue during those 20 minutes, just that at the end of the 20 minutes they feel the need to just transfer it to someone else.  The department they transfer it to doesn't seem to matter to them as long as they just get it transfer to someone else.

 

And ... then you are back to square one.

 

Just thinking out loud but if a company can't get caller ID correct or fix it, what are the chances they are messing up more important things like E911, the complex service that is supposed to communicate automatically your physical address assocatied with your phone number.  If our lives depended on E911 being the correct location because an emergency inhibits the person from being able to talk on the phone, only being able to dial, can we trust Comcast with our lives?  Isn't Caller ID a much more simplistic standard than E911?

New Poster

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1 Message

7 m ago

Did you find any resolution? We are having the same issue. We did recently get a new modem but it is from Xfinity. All calls come in private caller which we know aren't 

New Poster

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3 Messages

5 m ago

All of ours come in as "Anonymous Caller", which we know isn't true.

New Poster

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2 Messages

5 m ago

My issue was finally resolved. Once a ticket was opened to advance support they checked some thing on the backend switches that was not set up right (apparently the front line support can't see the problem )  anyway once they fixed that, caller ID works fine

New Poster

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1 Message

4 m ago

Same problem, mine also started in Oct.  I hope they get this fixed because it is making their employees seem like they don't know what they're doing when it's actually and IT problem.  I'm going to ask for a credit on my bill for every month that it does not work maybe that will get their attention money.

Regular Visitor

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3 Messages

4 m ago

Same problem, have triple play and changed plans in November and the caller ID stopped working, have made 9 calls to Comcast and they cannot seem to fix the problem.

Visitor

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1 Message

2 m ago

Same problem here. Caller ID not showing on TV. It started when we moved my father-in-laws equipment from one apartment to another, now caller ID not working. I've been calling Comcast for 5 days now trying to get this fixed. Calls to Comcast are useless. They have re-booted the cable box several times, checked the modem and found that some code was not added - added the "code" - didn't fix. I"ve been told should be fixed in 24 hrs - nope. Been told they would have the experts call back within the hour - nope. Called today and now was told it would 72 hrs to resolve!!!! The lady I spoke with today said it was a cable box issue>>>? I have my doubts about that inasmuch as the phone is connected through the modem. I've given them the account number, phone number, and now open ticket number. frustrating

(edited)

Official Employee

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173 Messages

Hey there, @jrburcham, thanks for reaching out through our Xfinity Forums. I apologize you are having issues with your Caller ID showing up. I know you stated that you called our Phone Customer Support Team. We definitely want to ensure we get this resolved for you. I know in my household how nice it is to check our Caller ID on our TV and I want to make sure you are able to use this feature! You have reached the right place to troubleshoot! Are you still having this issue or did that time allow this issue to be resolved?

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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1 Message

2 m ago

Five times, I was told the problem would be fixed in 48 hours. It has nit.

The chat person said it showed my Caller ID was turned off on the 

Preference bar. I told them it was On because I just looked at it.

Had them call me and ended up with someone I could not understand.

I asked to speak with some agent in the U.S. Was told there was no one

to talk to.  I am going to the Xfinity store. This really is frustrating that

I pay over $260.00 a month and can’t talk with somone I can understand.

Official Employee

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161 Messages

Hi, everyone. I understand a few have reached out already, but there has been no resolution. I truly want to get this cleared up for all involved. I see @Makismom has the same issue as everyone in here. If you've had this escalated with a ticket with no response, please give me a shout. I'll be glad to help. I ask that you reach out privately, so we can cover the details further. You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your direct message. Please add your first and last name to get started. Let me know if you have any questions.

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

Visitor

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1 Message

2 m ago

Similar issue, same modem, but service was changed to include faster internet in Nov. Everything else the same. Now on my phones only "Out of Area/Private caller" shows up whenever anyone calls. I called Xfinity yesterday they couldn't find anything and told me it was my phones (the same ones I've used for 10 years that worked perfectly) and eventually was hung up on. Can anyone help please??? Thank you!

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