New Poster
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4 Messages
email-text message complaint
I don't understand why I must waste my precious time however, this my second email to everyone about this matter and I am again requesting immediate executive intervention regarding a critical and ongoing failure in Comcast’s SMS delivery to my verified mobile number<EDIT: Removed Personal Information> Moments ago I was on the phone over 1 hour with your Customer Security Assurance Department who was unable to correct this problem that has only recently started. Again today I attempted to login to my<EDIT: Removed Personal Information> email 10 times and Xfinity’s/Comcast's verification texts are still not arriving on my Verizon cell phone, <EDIT: Removed Personal Information> , even though all other SMS messages work normally and quickly including a text from Prudential Insurance company to verify my account with them and from another cell phone I have.
This issue has persisted for an extended period, and despite multiple support interactions Comcast has not taken the necessary steps to resolve it.
My mobile number is listed on my account, yet Comcast’s system is not sending any texts to it. This includes verification codes, security alerts, and service notifications. My carrier, Verizon and I have confirmed that nothing is blocked from Comcast, and my device receives SMS from all other senders without issue. This isolates the problem entirely to Comcast’s internal provisioning system.
Yesterday for the first time, Comcast texts arrived normally. Today, they do not. This sudden failure indicates that an internal provisioning flag or routing profile again likely changed overnight. Customer Security Assurance agents were unable to perform or escalate the required corrective actions.
I need immediate executive-level action to correct this failure. Although you are the experts and I cannot do it myself, I have researched the problem and understand your provisioning team must::
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Refresh my identity profile.
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Remove my mobile number from my account.
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Re-add the mobile number manually.
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Mark it as verified.
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Reset my SMS notification profile.
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Rebuild SMS routing on Comcast’s side.
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This is the standard and necessary fix for corrupted SMS routing. Only the provisioning team can perform these steps. Customer Security Assurance has demonstrated they are unable to resolve or properly escalate this issue.
I am paying for a service I am not getting. As such, I am requesting that this matter be addressed urgently. My account cannot function properly until Comcast restores SMS delivery.
Thank you for your prompt attention.
<EDIT: Removed Personal Information>
XfinityJoe
Official Employee
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1.6K Messages
1 day ago
Good morning @mickeyd16 we can assist with troubleshooting and open a ticket with our Xfinity Mobile team if needed.
Please send us a DM with your full name and address to Xfinity Support.
To send a direct message:
Click "Sign In" if necessary
Click "Direct Message"
Click the "Start new conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing, a drop-down list appears. Select "Xfinity Support" from that list.
An "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. See the link below for an example
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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