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Comcast refuses to honor request to cancel phone service

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Contributor

Comcast refuses to honor request to cancel phone service

We have spent 6 hours with customer service requesting they fix an issue Xfinity Voice misconfiguration performed by a Xfinity advanced tech "support" person caused.  They left a voice mail letting us know he applied an advanced call forwarding but didn't leave his name.  Since that change, all in-bound calls have gone directly to voice mail without the phone ever ringing.  Customer support has refused to even work toward addressing advanced call forwarding favoring discussing something else and then transfering the call over and over and over.

 

Eventually customer support fully terminated phone service, both in and out, which happened as part of doing diagnostics.  Call in from a cell phone produce an error message of "this is not a working number."

 

There is every indication this will never be fixed.  We requested "customer retention" about removing billing for the phone service we aren't receiving service for.  The person from customer retention acknowledged our request and then transfer us back to the same exact customer support that we talked to for the last 6 hours!

 

What is Comcast prefer way for a server to be cancel since clearly asking for customer retention and asking directly to Comcast to discontinue it does not work?

 

Do we contact our State Commerce Commission?

 

Do we contact the Federal Trade Commission?

 

Do we contact the BBB?

 

Do we contact our credit card company?

 

We are done jumping through hoops for the pleasure of Comcast.  How do we bring this to an end?

 

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Official Employee

Re: Comcast refuses to honor request to cancel phone service

Greetings, @chilinux! 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 issue you are running into with your phone services. I can certainly take a look into seeing what the issue is and if we need to, can look at downgrading your services without the voice option. Feel free to 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.


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Contributor

Re: Comcast refuses to honor request to cancel phone service


@ComcastMichael wrote:

Greetings, @chilinux! 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 issue you are running into with your phone services. I can certainly take a look into seeing what the issue is and if we need to, can look at downgrading your services without the voice option. Feel free to 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.


Yes--"amazing" day.

 

"Amazing" is that another forum member not paid by Comcast being able to provide a work-around to fix the error.

 

"Amazing" is to have spent 6 hours to be promised an advanced tech support person would call us back and still a week later not get a call back.

 

"Amazing" is to have three different people ask us to take a Comcast survey, each being reminded we are still waiting for a call back from advanced tech support, and just be told each time that isn't their department.

 

When you say you apologize, what does that really $mean$ for Comcast?  Was my experience really below what the Comcast Xfinity brand is charging for?  Or is just par for the Xfinity experience that additional problems are caused when asking for assistance?  And also par that customers are just tossed from one agent to another in which none seem to put any effort into addressing the actual problem?

 

It seems like Comcast "earned" the same amount it charges every month so how sorry could they really be?  As far as "assisting," I don't want my service crippled again by asking Comcast to "assist."  And I don't just mean 15-30 minute diagnostic sessions, I expect that.  I mean an entire two days of not being able to recieve any calls.  An entire day of not being able to make calls.  An entire day of the secondary number (that no one knows to call) becoming the primary.  I see Comcast "assistance" and "retaliation" being the same thing at this point.  So... NO!  I have to say no now.

 

Thanks for your time and I hope you have a more amazing day than I have.