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New Contributor

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2 Messages

Wed, Jun 9, 2021 8:41 PM

Support for the Deaf and Hard of Hearing?

Our Comcast bundle died a month ago and I have been trying ever since to change our business service to a new bundle.  The problem is that I am deaf and everything points to me calling in. 

After some time, I tried the online chat, but was told that a salesperson was assigned to our account and we would have to work through them.  I was told that they could have the salesperson text or email me.  After a bit, the salesperson contacted me via text and asked if that or email would be preferred.  I told them that text was fine.  He asked for my name and our account number.  I provided both and haven't heard back since.

Having been deaf a while now, I knew to ask the chat operator what to do if nobody contacts me... and they said to email them (the chat operator) back directly and provided their email account.  So, after I didn't from the salesperson for week, I sent the chat operator an email as I had been instructed... and I haven't heard back from them either.

After another week of waiting, I went back online and engaged customer service through chat again.  They took my information and said they would file a help ticket for me #CR969387300 and that someone would contact me soon to resolve our issues... and I haven't heard back.

Today yet another week later, not having heard from anyone at Comcast Business for 3+ weeks, I tried the chat again to at least get a status on my help ticket.  I was told that they couldn't give me a status, couldn't escalate the ticket, couldn't give me any solution other than calling 800-391-3000 (and, no, there isn't even a TTY line available), but I did get another help ticket #CR970502499.

Really, Comcast?  It's 2021 and I can take care of every aspect of my business and commercial life without having to pick up a phone and actually talk to someone.  After all, the Americans with Disabilities Act (ADA) was signed into law in 1990 and includes making reasonable accommodations for those who are deaf and hard of hearing.

All I am doing is trying to change my business internet/phone plan and remain a customer, after all.  Please help?

Responses

Official Employee

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4 Messages

3 m ago

WOW! Thanks for taking the time to reach out and for being apart of the Comcast family. First of all, thank you for taking the time to sharing your story. That's definitely not the experience we want you to have so on behalf of the Company I'd like to apologize for the miscommunication and confusion. That's as unacceptable to us as it is to you and definitely not normal practice for us. I'll do everything I can to help. In order to get started can you please click the chat bubble in the top right corner and send a message to our "Comcast Business" handle? 

New Contributor

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2 Messages

3 m ago

Update:  As seen in the responses, Antoine contacted me and offered to help.  He was unable to help directly, but said that he found a department that could and that someone would b reaching out to me soon.  (Thanks!)  In fact, a Comcast Business Representative emailed me the very next day offering the help I needed.

Unfortunately, that was 18 days ago and nothing has changed for me.  In fact, her last reply was 11 days and 4 emails ago.  Since then we've gone through another billing cycle and we have another $325 bill while I've been working for almost six weeks now to move to a $125 plan!

Oh... and nobody has ever responded to either help ticket listed previously.

This is truly incredible.  Am I really going to have to change my internet service provider to get new/returning customer service again?

Can ANYONE provide us real help?  (Sorry, Antoine, I told you I would post again if nothing was resolved.)

Official Employee

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7 Messages

Hi @user_2f0309, Please send us a Direct message so we can continue to assist. I apologize that your billing concern has not been resolved. We will look into this further.