Public Mediation

My Claim vs. Comcast Business Services

M. S. vs. Comcast - Comcast Xfinity
1701 Kennedy Boulevard, Philadelphia, Pennsylvania, 19103-2899, United States
Amount Involved: Other terms
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Statement of Claim
Complaints Involved (3) - View
Claimant says:
"When our firm moved offices we elected to keep our Comcast internet service and discontinue our Verizon phone service and bundle new phone service with Comcast. As part of this process we wanted to (1) port our main number because of customer recognition and expedite customer communication; (2) install Comcast's auto attendant service to allow for calls to our ported main number to be directed to staff members by name and extension line; and (3) install a mobility app to allow forwarding of off hour calls to my mobile number.

Comcast has blown the porting. Comcast staff have claimed that Verizon was blocking the port. I called Verizon. It was blocking the port, treating my cancellation of two excess lines as a service order. I correct this and reported the same to Comcast, which did not acknowledge my message. Eight days later, on the date scheduled for installation, Comcast advised that its porting request was pending, but would go through in a day or two. It did not.

I spent hours speaking with "supervisors" who have provided specifically contradictory information about the process, what they are doing to help and who is working on the problem. I have twice been told by "supervisors" that the information that I provided to an early supervisor, the record of my complaints, and the supposed ticket numbers for the fix are not in Comcast's records, despite the fact that the prior supervisor had asked me to dictate the problem history. I have been told that tier 2 is working on the problem. I have been told that tier 2 does not work on the problem. I was told that the porting problem would be fixed over the weekend. I have been told that porting problems are not worked on over the weekend. I have been told that I will be called by two supervisors and a sales man. None called back.

One supervisor claims to have fixed the problem and that my number will be ported. We'll see. In the mean time, I am receiving calls from persons whom I don't know and don't know me. And, my clients report that when the call my number they receive a prompt for another company. The Comcast supervisor states that he was able to reach me directly. And, he speculated that I was receiving calls directed to the former native line user. Great.

Comcast has made using its service a nightmare of confusion and wasted time. It has provided us with no useful guidance for use of its service. For example:

1) We were unable to make an international call - without explanation. We called customer service and were told for the first time that we have to call unblock our lines for international calls.

2) We requested auto attendant services. The salesman stated that I should call him for help installing it. He has not returned my calls. A "supervisor" sent me an e-pamphlet which states that we are to program auto attendant on line. I could not access the Comcast website because I don't know our customer id number. Today another supervisor told me that after our main line is ported from Verizon, I should call him and he will "get the process started." I can hardly wait to find out what that means.

3) A week after my service was to begin, I received a robo email request that I confirm my account. I clicked the link and was taken to a page that asked me create an account. I followed this process. I then saw a link that offered the ability to manage my phones, consistent with the Comcast salesman's explanation of the process for installing the auto attendant service. I clicked the link just to explore it. The link error message stated that I did not have authority to manage the phones without a security pin. I have no record of a security pin. I clicked the link for a forgotten security pin. The error message stated that the cite could not provide me with a security pin and offered no further guidance. I'd like my security pin.

See my more detailed notes.

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What Claimant Wants Hide
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Claimant invites Comcast - Comcast Xfinity to make a fair offer to resolve this complaint.
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Respondent's Counteroffer

There has been no response to this claim from Comcast - Comcast Xfinity. This claim will remain posted until resolved
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