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Customer service for new account

mehul_shah_5278
New Poster

Customer service for new account

Following is the experience with a VERY VERY simple and basic change that anyone can ask for and COMCAST cannot fulfil a simple request.

 

My ask

Add one more name to show up on the bill. I made the request 3 months ago.

What was done

- After 3 months, the customer repenstative tells me they cannot just add a name. To do this they have to start a new account

- To start the new service and have our names on the bill, the sales representative added Phone service (which was NOT needed at all) and also added some equipment to be delivered.

- And now off course the INTERNET and TV is down, because of this NEW equipment order. I get on online chat for 3 hours and bouncing from reprensative to represntive they could not help. Parallelly I am on phone to talk to someone, 45 mins hold.  This person was able to help, her name was Lacehelle. A big THANK YOU to Lacehelle.  All she did was remove the extra order and reactivate my own modem on new account. So I now have INTERNET after 4+ hours.

Now for TV experience, after a week the TV is not activated. So I am on call again. After about 45 mins, cable box is active but NO HD channels. Again get transferred to one more person. After troubleshooting, they tell me a senior technician needs to visit and investigate the box. So still no HD channels.

 

Remember the whole thing was to just add one more name on the bill.

 

This is the service that COMCAST provides and charges for. This is absolutly ridiculous and they should be fined by FCC and shuntdown as a company. The CEO and all the top executives need to know this and will get this experience in an e-mail.  Let's see I can even get a reply for this HONEST post.

BruceW
Gold Problem Solver

Re: Customer service for new account


@mehul_shah_5278 wrote: ... Add one more name to show up on the bill. ...

Oddly, Comcast says they can't do that. See, for instance, the employee statement in https://forums.xfinity.com/t5/My-Account-Sign-In-Xfinity-Website/Transfer-admin-right-to-authorized-...:

 

... Only one name can be on the bill at a time ...
ComcastAlyssa
Official Employee

Re: Customer service for new account

Good morning @mehul_shah_5278 and thank you for reaching out to our Digital Care Team on our Forums page. I'm sorry to hear about the frustrating experience and thank you for bringing it to our attention as we are happy to forward the feedback. I'm glad to hear Lacehelle was able to assist you with getting a new account set up and that you were able to schedule an appointment with one of our technicians to address your TV issues. This definitely isn't the experience we want for any of our valuable customers. If you have any additional questions or concerns or would like for us to investigate your TV issues, please send us a Private Message and we'd be happy to help further. To send me a Private Message, please click my name “ComcastAlyssa” and click “Send a message."


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