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Moving to a new address and can't get anyone to understand

sfromme
New Poster

Moving to a new address and can't get anyone to understand

I am moving to a new address on August 12th. On July 29th, I called Comcast to ask that service at that address begin in my name on August 12th. The rep said you would wait to send the self-install kit so it would arrive on time at my new address.

 

Last week, the current owner of the house where I am moving said she called to schedule her disconnection at the house, and they told her that I'd arranged for service to begin on August 22nd, which is NOT correct. I called again to get that straightened out, and the rep (different from the first rep) told me that I was scheduled for August 12th, but that the self install kit had already been mailed to my new address when I called on July 29th.

 

The owner of the house has not seen any packages come in, so there is no self-install kit at the address, and I am moving there in 3 days. I'm tired of trying to call to get this sorted out - the robotic call intro does not pick up my voice, and despite the wait time they give me, I am always just waiting and waiting until I decide to hang up and try again later. I just need to know how I can get a self-install kit mailed to my new address asap.

Natasha2020
New Poster

Re: Moving to a new address and can't get anyone to understand

I’m having the same problem. I have been waiting 6 weeks (no joke, no exaggeration) to have a new modem delivered for self-install. Agents can’t seem to get it right. Even had a supervisor promise an overnight, priority delivery that never showed! Why can’t we get our equipment?
Again
Expert

Re: Moving to a new address and can't get anyone to understand


@sfromme wrote:

I am moving to a new address on August 12th. On July 29th, I called Comcast to ask that service at that address begin in my name on August 12th. The rep said you would wait to send the self-install kit so it would arrive on time at my new address.

 

Last week, the current owner of the house where I am moving said she called to schedule her disconnection at the house, and they told her that I'd arranged for service to begin on August 22nd, which is NOT correct. I called again to get that straightened out, and the rep (different from the first rep) told me that I was scheduled for August 12th, but that the self install kit had already been mailed to my new address when I called on July 29th.

 

The owner of the house has not seen any packages come in, so there is no self-install kit at the address, and I am moving there in 3 days. I'm tired of trying to call to get this sorted out - the robotic call intro does not pick up my voice, and despite the wait time they give me, I am always just waiting and waiting until I decide to hang up and try again later. I just need to know how I can get a self-install kit mailed to my new address asap.


Part of the problem is that you don't live there yet.  Your residency hasn't been established and the current tenant hasn't moved out.  Technically, as far as I know, anything can be delivered to an address even if the addressee isn't living there, but that's not always the case.  You don't have an account there.  Yet.  Because you don't live there.  I am not saying this isn't the reason the kit hasn't arrived, but it could be a possibility. 

 

As for the date, someone may have misread the date as the 22nd instead of the 12th.  The last rep you spoke with at least mentioned the correct date.

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sfromme
New Poster

Re: Moving to a new address and can't get anyone to understand

There is another person who lives on the property in an accessory unit and will be staying after I move in - the main house is vacant. That person will be upset if they have their internet shut off. 

 

Another odd thing - when I log into my account, it shows no equipment has shipped. 

 

"At least the second person got the date right" is not very helpful - I just want to speak to one person, without sitting through 5 minutes of robotic voice options, who can give me solid answers about what I should expect and tell me what I need to do.

ComcastMichael
Official Employee

Re: Moving to a new address and can't get anyone to understand

Greetings, @sfromme! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day! I apologize to hear of the experience you have been having with trying to get services set up at the new location and the confusion with the equipment. I would like to have a look into this for you to see what we can do to make sure everything goes smoothly. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

 

@Natasha2020, I would also like to have a look into your missing equipment as well. Feel free to send me a PM so I can further assist you and making sure you get your equipment.


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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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eddieys
New Poster

Re: Moving to a new address and can't get anyone to understand

Hello Michael,

 

I ordered a self-install kit to be delivered to my new address, but I won't be there to receive it. I was told I could change the shipping address after I ordered new service, but I cannot seem to connect with a live agent or with anyone who can help me with this.

 

Can you help me change the shipping address on my self-install kit so that I'm able to receive it?

 

Thank you.