I called Comcast Support yesterday and got an agent who transferred me to a higher level of assistance . Nev knew exactly what my problem was and told me exactly how Comcast was going to fix it. It requires Engineering to go into my modem and make some changes. And fix it they did. Within an hour, the call waiting was disabled and tested. Nev also explained to me what would cause it to get reset - power outage, modem reset - and if that happened, I would have to call back in to them to go through the disabling process again.
So my question now is why did it take so many calls to Comcast Support to get to this level to get someone to fix my problem. Your agents need some training so they can escalate a problem to the correct place a lot faster. They kept telling me it was disabled on their billing screen, and I'm sure it was. But it wasn't really disabled. One agent told me the problem was with my phone, but everwhere I checked it said that call waiting was provided by the phone service provider.
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I work from my home as a call center. I need to have call waiting disabled. I have called tech support several times. They told me to use *70, but that only works for one call. I get a steady stream of calls for 5 hours. Then they told me they couldn't disable it without disabling the caller ID features. I was OK with that. Then they told me it was disabled, but it wasn't. They repeated that story several times. I had a tech come to inspect my wiring and that's was OK. The latest is that it is disabled in the Comcast network and the problem is with my phone. Everything I see says that call waiting is contolled by the service provider. I tested it after each call to Comcast and it is still enabled. Ironically, the Comcast survey call comes in as a waiting call while I am working.
I am at my wits end here and my employer says fix it or else. So I need some help. If it's my phone that's the problem, I'll get a new phone, but i'm not sure its controlled by the phone. It should be disabled before it ever gets to the phone.
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