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!!
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?
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
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